If you’ve ever had your beach day rained out, you probably know that even with the best intentions and greatest computer models, we humans are not so great at predicting the future. So when it comes to customer support and satisfaction, it’s best to remove guesswork wherever possible; asking customers about their experiences with your organization will better inform the decisions you make in the near future. If you haven’t already, it’s time to start a customer feedback program.
We’ve all seen company social media accounts make headlines for how they handle customer inquiries on social media, and for some reason a lot of them are from fast food chains. While roasting fellow tweeters might stir up some viral, short-lived success as a long-term marketing and customer service technique, it’s really better to play nice. In fact, one negative customer comment on social media can wipe out the effect of up to five positive comments. Would you rather listen to this content? Check out our video podcast below!
Think of Net Promoter Score (NPS) like your business’s cosmic sign: it says something about your business, and when prospects or other businesses see it, you want it to make a good impression. Calculating your company’s NPS is a little more complicated than knowing your birthday, but it’s worth measuring periodically to understand how customers feel about your business and its products or services.
Customer service seems like a straightforward enough practice to understand because it's the provision of service to customers with little room for confusion or controversy. However, notions about what customer service is, or what it entails cam vary, even between professionals. For example, more expansive textbook definitions suggest customer service also extends to include activities before, and during the initial sale—before prospects even become customers.
As a senior executive, you're aware that it costs significantly more to acquire new customers than it does to engage the ones that you already have. When evaluating your business growth strategy, highly-engaged customers should be a critical component of your plan. One of the most widely-used management tools for determining the readiness of your customer base to be activated in your growth strategy is the Net Promoter Score (NPS). Here's what you need to know about the Net Promoter Score and how it can be used to solve problems in raising awareness of your company.
It’s official everyone, the funnel is dead. In its place comes something new, fresh, and more powerful than ever: the Flywheel. Available right now, the Service Hub from HubSpot completes the stack of tools for every stage of a customer’s life cycle, offering tools and resources that businesses can use to best manage the experience of prospects during the attract, convert, close, and delight phases of the Buyer’s Journey all from one centralized platform. When combined with HubSpot’s services in the marketing and sales platforms, you can monitor and support every aspect of a customer's relationship with you, from the moment they find you on the web, through the sales cycle, all the way through to the moment they are filling out a review for your business as a satisfied customer.