The latest version of Customer Monitor has a new look, a raft of new features and a completely revamped set of processes to make it as easy as possible for you and your team to access and analyse your customer experience.Read more
Reaching out to the people who are “on the fence” about your business could have a far greater impact than you think. Many businesses prefer to focus on the extremes of their MARCs and MVPs; the lowest and highest scorers in their surveys.Read more
Many businesses who use NPS focus heavily on the two extremes of their survey respondents: the MARCs (the lowest of your scorers) and the MVPs (the highest of your scorers). However, the third group, the often-neglected passives, are a potential goldmine of feedback and score improvement tactics.Read more
Net promoter scores (NPS) and customer loyalty tend to be strongly linked, but it isn’t unheard of to have a high NPS but low retention.
Segments are a valuable method to find weak points in your NPS. You can separate the information on any page by customer demographics, the channel they came through, the staff they interacted with, the products or services they purchased, and more.Read more
Your overall business health can be found on the Dashboard, available immediately after you log in to Customer Monitor. This article contains everything you need to know in order to get a broad overview of your NPS and how it relates to your overall business health.Read more
Constant improvement is a byword for success for modern businesses. But finding out what actually needs improvement can be difficult.Read more
Detail is king when designing a strategy that will take the pressure off your major customer pain points. Key Improvements can help provide that detail. This tutorial will show you how.Read more