“Double-Click” To Get The Most From Your NPS® Surveys

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. Level 1 analysis: for your entire account … Continue reading “Double-Click” To Get The Most From Your NPS® Surveys

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Want to give a great Customer Experience? Test it repeatedly

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. My tale of woe When I was in charge of product management at AVG a few years ago, we had a massive number of Free product users; tens … Continue reading Want to give a great Customer Experience? Test it repeatedly

Customer Adoption Can Feel Like Herding Cats

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 … Continue reading Customer Adoption Can Feel Like Herding Cats

3 Ways to Improve NPS® Using Email

We 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? Make … Continue reading 3 Ways to Improve NPS® Using Email

7 Uncomfortable Questions About User Adoption

If you’re like many folks in Customer Success, you spend most of your days working with key stakeholders at your customer accounts.  People like business sponsors, department leaders, admins and projects managers. Suddenly, the week is over and you haven’t spent a minute with the actual users of your product.   If you believe - … Continue reading 7 Uncomfortable Questions About User Adoption

“Train the Trainer” is a Terrifying Term

If you provide software, data services or other online services to businesses, you might be familiar with the term “train the trainer”.  It’s a time-honored approach to deploying software to new users.  It should also strike terror in the hearts of vendors. If you believe, as we do, that adoption of your product is critical … Continue reading “Train the Trainer” is a Terrifying Term

Four Traits to Look for When Identifying a Customer Advocate

For any company, identifying the right people to champion your product is critical to your success.  These people are your advocates. An advocate speaks for your customer with an insider’s view. They share their personal knowledge and positive experience with your product with their coworkers and friends while providing you with valuable feedback on what … Continue reading Four Traits to Look for When Identifying a Customer Advocate