User Retention Emails, from Day 0 to Day 90

by Janet Choi

Retention. It’s all about saving customers who are about to churn, right?

Nope.

Retention efforts start way at the beginning. From signup and onwards, healthy user retention involves proactive work—on product, marketing, analytics, and support. Email...

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Best Practices for Implementing NPS Surveys

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.

NPS does wonders for customer-centricity

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.

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