Category: Best Practices
Voice of the Customer – a buzzword that’s shaken the marketing world in recent years like no other.
We all aspire to put customers in the spotlight, but how do we ensure our efforts are truly effective?
We’ve asked CEOs and Marketing, Sales, and Customer Success leaders to share their experiences with establishing customer-centrism across the entire organization. We’ve asked for advice for companies at the beginning of the journey, about mistakes that should be avoided, as well as how you can tackle the most common challenges.
The result: a list of actionable tips & best practices that will guide you...
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Category: Website Feedback
If you’ve been blogging for a while, sooner or later you might reach a point where you become unsure about your content’s relevance. Perhaps, you’re becoming concerned about your readers’ interaction with your site, or about not getting ample traffic. Luckily, there’s a solution that will shed light on what you can do to deliver value to your audience – I’m talking about conducting a reading interest survey.
So what does it allow you to do, exactly? Through running a reader survey, you can, for instance, identify topics your readers are longing to read about the most. You can also encourage...
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Category: Questions
Crafting an effective survey requires finesse. While running a survey is not rocket science, getting good quality results from it – is. You need to decide what type of survey questions to include, in fact, a well-designed survey includes a combination of different question types.
So if up until now you’ve lived in blissful unawareness thinking there only are 2 types of survey questions: open-ended and closed-ended, you’re about to get enlightened :)
Why should you use different types of survey questions?
Answering a survey will always require an effort from your respondent. No matter how long or short it is,...
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Category: Customer Feedback
Let’s be honest – being a marketer in the digital era can be equally exciting, as, well...
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Category: Best Practices
Congrats! You’ve got plenty of people downloading your app. But, are you paying attention to how people engage with your service? Converting new prospects to download your app is only part of the job. If you slack off and don’t keep track of how your users engage with you, you run the risk of losing them.
When a notification pops up on their screen, alerting them of their impending storage deficit, they’ll look at the apps they don’t use or need. They’ll uninstall your app, leaving you with a soaring churn rate. How do you make sure this doesn’t happen...
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Category: Best Practices
What is the biggest nightmare that most online businesses face? If you’re thinking customer churn then you’re right. Without managing churn it’s very difficult to grow. According to Bain & Company, a 5% improvement in customer retention can boost profits by 25–95%.
What does it mean? That you should invest your time, energy (and money) in developing customer retention strategies to reduce customer churn.
Before we move forward, let’s begin with a customer churn definition.
Customer churn definition – what is it exactly?
Customer churn occurs when your customer or subscriber stops using your product or service within a specific time period....
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Category: Best Practices
While the old English saying is true about how asking too many questions can turn ugly in certain areas of life, being inquisitive about your audience is key to an effective customer experience strategy. Still, it’s important to be equally attentive to trends and changes in audience behavior, as it is to determine a cohesive survey design approach.
So, how do you, as a marketer or user researcher, find the golden mean between structure and constant adjustment?
I’m going to show you how understanding the fundamentals of survey methodology can boost the quality and relevance of your feedback collection strategy.
You’ll learn how...
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Category: Best Practices
Creating an outstanding client experience is a matter of life and death. Why?
Because we live in the age of product abundance, which makes product differentiation a massive challenge. It also allows customers to be picky, and if there is one aspect that no customer will compromise on, it’s the client experience.
Creating a unique customer experience is not an option, it’s a requirement. According to American Express, 60% of customers are keen on paying more for a better experience.
How do we define client experience?
Hubspot explains nicely what customer experience is:
“It’s the impression you leave with your...
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Category: Best Practices
Early on in your survey design endeavours, you may find yourself feeling the usual mix of anticipation and confusion that accompanies entering unknown territory. Sooner or later, your research ends with an avalanche of feedback-related buzzwords and terms. Open-ended and closed-ended questions. NPS and CSAT metrics. Cross-sectional and longitudinal study.
How can you find your way around, and which of the terms actually matter to a survey newbie?
The short answer is – all of the above, but at various points of your survey design education.
Before you read about specific customer metrics or question types, it’s important that you befriend two major...
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Category: Best Practices, Questions
Without years of hands-on experience in survey design, it’s easy to overlook the elements that determine a survey’s success or failure. You create your questionnaire, send it out to an (at least seemingly) accurate audience, and wait for the magic to happen.
But it’s not always the case. You may find yourself realizing your survey has left you with more questions than answers (pun intended).
You start asking yourself:
“What am I doing wrong?”
“Why can’t I encourage my audience to open up?”
“Why did the answers create confusion?”
These are all valid questions, and we’re going to help you tackle the challenges that are...
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Category: Best Practices, Customer Feedback
If you’re reading this post, it’s likely that you’ve just succeeded at gathering a substantial amount of feedback from your audience.
Nicely done! Still, you’re not exactly popping champagne bottles yet, are you?
Right after the initial joy of observing rising response rates and seeing how the “total responses” counter quickly shifts from two to three, and on to four digits, you start asking yourself:
This is great, but how do I actually analyze this data so that it’s useful?
It’s one thing to work your fingers to the bone to nail down the best feedback practices and choose from a variety...
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Category: Customer Feedback, Questions
Are you struggling to sell more because you have to rely on poor CRM data?
Wondering if a CRM survey could help uncover the customer insights you miss?
Fact: 72% of companies question the accuracy of their customer information. For many, up to 91% of that data is incomplete. And 70% of it becomes useless within a year.
On this page, you’ll learn how to turn this around in your organization.
In just a moment, you’ll learn how to conduct surveys in CRM to:
Increase the accuracy of your current customer data,
Use this insight to attract more qualified leads,
...
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Category: Best Practices, Customer Feedback
Are you planning to email a survey, but writing the subject line is holding you back?
Do you fear that any email subject lines you’d come up with would fail to engage your audience?
I’m not surprised. 35% of recipients open emails based on the subject line alone, after all. So, it’s safe to assume the success of your email survey and its response rate depend on your ability to write catchy subject lines.
Which, we can both agree, is not a small feat.
Luckily, in this post, you’ll discover how to overcome it.
You’ll learn what factors make engaging survey...
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Category: Customer Feedback
Mobile app development is a tricky process. It is costly and time-consuming and requires proper planning, testing, and marketing strategies. Hours poured in the development and testing of an app are always going to be insufficient, and at early stages, updates and fixes are going to be rolled frequently. Even the most extensive testing will often not account for the end users older device, compatibility with other systems and permissions, or just plain system errors. And when that negative feedback from users will eventually reach you, it will do so in the most natural way for the user, but the...
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Category: Best Practices
How to outsmart the competition with campaigns in Drip? The results of the annual study conducted by Evergage in 2017 prove: “96% of the respondents believe that personalization helps advance customer relationships and that their prospects and customers expect a personalized experience (88%). Yet, only 45% agree that marketers are getting personalization right”. The old way of thinking seems to be the main reason for such a dissonance. That is the reason why it is crucial to apply personalization to the automated processes.
Isn’t personalization a total opposite of automation? You ask. Not necessarily. Actually, those two are sometimes called “The...
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Category: Best Practices
Even though CS is very commonly mistaken for Customer Support, it’s much more than that. Customer Success is about supporting the customer on various levels for them to achieve their goals. It’s a win-win situation.
Furthermore, what may be even more important, we should always have in mind that it has been proven many times that the best marketing is word of mouth. Excellent Customer Success provided to the current customers creates more leads. It’s simple as that.
I’m sure here comes the next question: “But if we don’t know anything about CS, how could we implement it?”
We’ve got you covered....
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Category: Questions
Website surveys are a popular method of collecting feedback that allows you to ask your visitors questions and collect their feedback. The key to a successful survey is asking the right questions in the right moment - then visitors are more likely to participate and share their thoughts. If you don’t know what question to ask, take a look at this list of 20 website survey questions which are the most popular with Survicate users.
What was your first impression when you entered the website?
The first impression matters. A website of a bank should be trustworthy. A website of a fashion...
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Category: Website Feedback
Website exit survey is a survey that appears when a visitors is about to leave the website. Here’s an example of such survey. There are 2 basic ways of detecting exit intent - when a person moves the cursor above a certain line (for Survicate, it’s 20px below the top of the page) or based on mouse movements - when a person moves the mouse quickly to the top of the page they are usually about to exit. They are not 100% reliable but they work well enough not to disturb visitors and trigger surveys when people are really about...
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Category: Case study
Online CRM
50+ employees
Survicate customer since:
February 2018
Survicate features used:
Email surveys
Survicate NPS®
How Agendor keeps improving their product with Survicate Website Surveys, and how a Product Management NPS® Survey can be used to improve the work of the entire company.
Agendor is an Online CRM with web and mobile solutions for sales professionals. The company offers all the essential sales tools through an affordable and accessible platform that is easy to use.
Tulio Monte Azul, CTO and Product Manager at Agendor, reached out to Survicate. He says that “As a Product Manager, I needed to be closer to our customers in order to...
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