Understanding How to Use Customer Surveys

It’s vital that you learn as much as possible about your customer base. You need to know what they think of your product or service. You need to know where your customer service team or customer-facing employees are excelling and where they’re falling short. You need to know where breakdowns occur in the purchase process, in your marketing, and in your service delivery. Unfortunately, gaining access to that information can be quite difficult.

There is a solution, though. A customer survey can provide you with invaluable insight and information, allowing you to learn what’s working, what’s not, and what needs to be changed. Of course, there are quite a few things you’ll need to know about using customer surveys to learn about your customer base. In this article, we’ll explore customer survey best practices and explore how to make the best customer survey.
Continue reading “Customer Survey Best Practices” →

So what is social listening? Social listening is when a company purposefully monitors social media channels for information related to their business. This can be anything from information about their brand to customer satisfaction. It is learning about your company with a purpose in mind.     Continue reading “What is Social Listening?” →

To answer the question of what is NPS, let’s first focus on your business. There are a couple of questions that are often on the mind of many business owners. First, they want to know if their customers are happy. And second, they want to know the growth potential of their business. There is one metric that touts the ability to capture the answer to those two pressing questions and that is the Net Promoter Score (NPS).  Continue reading “What is NPS?” →