You’ve heard the statistic that 90% of all startups will fail within the first year, but do you know why? Why do so many SaaS startups find themselves unable to…
An easy way to identify who your loyal customers are is through an NPS survey. Earlier this month, we discussed best practices and strategies for executing NPS surveys most effectively….
A recent cartoon by Tom Fishburne (Marketoonist) shows a woman receiving a “ping” from a brand on her mobile phone. The update reads, “We just Tweeted that we Facebooked that…
Recently, Google released research around what they call Micro-Moments. This is in line with a concept they released back in 2011 about the Zero Moment of Truth. Essentially, what Google believes, and I’m not doing it justice,…
Over the past few decades, emailing users has been a tried and true method of communication. Studies have found that compared to other traditional methods of advertising (such as…
Net Promoter Score is a common metric for measuring the growth of a business. But many people aren’t using it correctly to get the most effective view. NPS is measured…
When I completed my tax returns using TurboTax in April, I was immediately taken to a page asking me for my feedback, including the question, “How likely would you be…
Interactions in which customers put a high amount of energy to reach a satisfactory outcome. A study by and Bain & Co has shown that targeting consumers during critical Moments…
Google, Facebook, and LinkedIn have recently increased the amount of in-app engagement they’re embedding in their web applications. From guided tours to feature announcements to surveys, the three have gradually…
Ok, maybe first impressions aren’t everything, but, for Customer Success, they sure are important. Imagine for a minute that you’ve decide to go out to eat. You’ve heard of a new restaurant
