TLDR: I regularly speak with companies that are interested in starting a Net Promoter Score℠ (NPS®) feedback program. I sometimes see a strange phenomenon: People offering various objections to getting started.
This comes as a surprise , given how easy it is to get started. A simple survey question for customers to answer, and a standard way to calculate the NPS score itself. So what gives? Continue reading
TLDR: Net Promoter Score℠ (NPS®) surveys can help you decode many things about your business. Most people start by looking at the global NPS trend.
To get the most value from your analysis, I recommend “double-clicking” on your NPS results and looking more closely at what’s below the surface.
TLDR: Building a Customer Success Team? Start with Customer Feedback
The genesis of a customer success team is often “ready, fire, aim”. Somebody has to manage the growing customer base, and quickly.
But the team should start with a purpose, or else you risk mismatching your hires to the needs of the job. How do you define that purpose? Use customer feedback to create the team charter.
TLDR: Customer Experience is a holistic approach that covers every touchpoint your customer has with you. You should be constantly vigilant in verifying that every touchpoint is always working.
TLDR: A lot of work has been done in recent years to develop customer health scores. In B2B SaaS, even more work has been done to automate the process. Interestingly, the underlying approach that most companies use is flawed.
We can draw a lot of lessons from sales forecasting in order to get health scores right.
TLDR: If you want to be successful with any customer feedback program – NPS ® or otherwise – you need to think of it as a catalyst for change first and foremost. Which means you need to pay attention to the impediments to change, lest all that customer feedback is ignored. Continue reading
TLDR: It’s the start of the year, when companies review their annual goals and compensation plans. Typically, customer retention and growth is a top priority.
Do you have the right incentives in place to meet your customer retention goals? There are two approaches to answering this question: bottoms-up and top-down.
TLDR: You defined the customer journey. You onboard & train new users. You make support and knowledge resources available. And still, users don’t adopt your products in the timeframe and manner that you want.
To be great at driving adoption, we have to recognize that there’s no singular user journey. Rather, there are many. Get ready to herd some cats.
TLDR: I wrote recently about how we’re analyzing NPS® all wrong. We need to look deeper at the engagement and usage history as the drivers of NPS. And perhaps worry less about customer segmentation as a source of new insights.
Since email is a primary communication channel, how can we use it to improve NPS?
TLDR: Have you ever heard something like “Verizon is happy” or “Caterpillar is an escalated account”? These are someone’s attempts to personify a customer relationship. And it’s often meaningless bullshit.
Don MacLennan | High Tech Yankee 