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Escalation Management: What It Is, Process & Types
Customer satisfaction is an important factor in sustaining a positive brand reputation and loyalty. As an organization, your customer support teams must provide excellent service to customers and resolve issues quickly. Frustrated customers frequently become brand ambassadors, and not in a good way; they are eager to discourage others from doing business with your company. …
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What Is Product Strategy? Find Answers With Formplus
Having a product strategy makes all the difference when developing products. It guides your product team in developing a strategy that aligns with the company’s vision and user experience. Without a product strategy, your product roadmap may not prioritize the most critical stages, causing resources to be allocated to stages with little impact on the…
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What Are Intercept Surveys & How They Work
Customer satisfaction, product optimization, and sales all rely heavily on feedback. It’s difficult to figure out what to improve if you don’t collect customer feedback on your product and services. Intercept surveys collect user feedback while the product/service is being used to improve the user’s experience. Collecting these responses from users while they are still…
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First Call Resolution: What It Is & How to Improve It
Introduction In a world where customers are able to talk directly to the company they’re trying to reach, it’s important for companies to have a good first-call resolution rate. First-call resolution is the process of resolving a customer’s complaint or problem with the first interaction between the customer and the company. A quick, easy, and…
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Transactional NPS vs Relationship NPS: Which Should You Prioritize?
Introduction Net promoter score, or NPS, is a key performance indicator that measures or tracks the propensity of a customer to recommend a product or service to others. In other words, NPS measures customer satisfaction. There are two main types of NPS called Transactional NPS and Relationship NPS. Transactional NPS gathers customer feedback at various…
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What Is A Niche Audience & How to Find Yours
Introduction Niche audiences are like a secret club. They are people who have the same interest and passion as you do. But they’re not necessarily looking for the same thing from you. They just want to be part of a community that shares their interests. That means niche audiences may be perfect for your business…
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Kano Analysis Guide for Product and Customer Success Managers
A company could create a product with the same features as its competitor’s product, but customers are still not enthusiastic about it. There are several reasons for this, but one of the most common is that the product team focused too much on functionality while ignoring what the customers truly desired. Customer satisfaction is not…
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Customer Churn: How to Measure & Prevent it
Introduction A customer who leaves your product is called a “churned customer.” It’s important to understand why customers churn so you can figure out what to do about it. In today’s article, we will expand on the causes of customer churn and what it means for your business. What is Customer Churn? Customer churn is…
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Customer Journey Touchpoints: The Complete Guide
Successfully identifying customer touchpoints helps you understand customers’ perceptions of your brand. When you identify these touchpoints, you can see your company through your customers’ eyes and determine what you can do to improve their experience. Customer touchpoints start when a customer notices your brand and continue when they become interested in your brand, convert,…
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Customer Effort Score (CES): Meaning & Application
A customer effort score (CES) is a metric that measures the effort required to reach a target customer. It takes into account both the effort and cost of getting new customers, as well as the retention rate of existing customers. What is the Customer Effort Score? Customer Effort Score (CES) is a metric used to…