Retention. It’s all about saving customers who are about to churn, right?
Retention efforts start way at the beginning. From signup and onwards, healthy user retention involves proactive work—on product, marketing, analytics, and support. Email...
Email is one of the most powerful channels of communication between companies and customers. But businesses often get stuck in the trap of using email primarily as a marketing tool for people at the top of the funnel or start of a buyer’s journey.
Super users don’t crop up overnight. Your customers first have to learn how to use your product to become experts and advocates.
As people experience the value of your product over time, they take different kinds of actions within your app. Pulkit...
We all have our own ways of making decisions. The pro/con list. Gut instinct. Maybe you consult your trusty Magic 8 ball. But according to psychologists like Peter Gollwitzer, no matter what methods we use to make choices—big and small—there are two...
The Net Promoter Score (NPS) is one simple metric that helps steer businesses forward. For Slack CMO Bill Macaitis, NPS is a vital indicator of health and long-term growth for a company — a “north star”. He explains:
It’s a great gold bar. We’re not satisfied if someone signs up and starts using Slack. We’re not satisfied if they become a customer. We’re not even satisfied if they renew. Our bar is ‘Are they going to recommend us?’ And that’s a much higher bar.
This high-bar question provides meaningful feedback, not just to understand how you’re really doing but how you can improve. As SatisMeter cofounder, Ondrej Sedlacek, told us, the point of NPS isn’t the score but what good you do with it:
Your whole company should be focused on your customers, and NPS is a great way to make it happen. Don’t just run a business or sell products. Aim to create an experience your customers will never forget.
We’ve already covered some of the basics of net promoter score and ideas for following up with your respondents. Here, we’ll go over 5 practical considerations for running your NPS surveys to best find and follow your north star metric.