How to launch NPS nicely
Not all software launches are created equal. On one end of the scale are the simple launches. You know, the ones where you pay someone — in some cases a large sum of — cash to get your shiny, new software up and running. On the other end of this invisible scale you have the launches that require serious project …
Mitchell Hanson and Ezekiel J. Rudick Join the AskNicely Team
All good things come in twos… Biscuits and gravy. Fish and chips. Rocky I and Rocky II. Mitchell Hanson and Ezekiel Rudick Mitchell (NOT Mitch) and Ezekiel (sometimes Zeke) both based in the Pacific Northwest join our Portland team to help support rapid growth and community building efforts across the globe. With Mitchell joining our team as VP of …
Your Five-Minute NPS Implementation Plan
NPS in 5 minutes? Sounds great! What’s the catch? No catch! Also no free steak knives! Sorry. :\ One of the many great things about Net Promoter Score (NPS) is that it takes next to no time to get started. At the risk of ringing our own bell, getting your first survey out the door with AskNicely is almost offensively …
Ask Abby Nicely: My Boss Asked Me to Find an NPS Tool. Now What?
Introducing an all-new, weekly series on the blog called “Ask Abby Nicely”, where customer success manager Abby Castro answers your most pressing NPS questions every week. Stop me if you’ve heard this one before. You get the email from your boss. “We need to find an NPS solution—like, yesterday! Who wants to lead the charge?” So you do what we all did …
Building referral programs in HubSpot
One of the key business values of AskNicely is the ability to identify your happiest customers and turn them into advocates by driving them to your referral program. This is great, and returns fantastic results for many customers… but isn’t so useful if you don’t have a referral program to send people to. If you haven’t yet got a referral …
Hug Your Haters (Even If They Don’t Hug You Back)
Haters gonna hate. Don’t believe me? Ask Taylor Swift (or Ice T, if campy late-90s gangsta rap is more your flavor). In fact, there’s no escaping the occasional feedback from the world’s Negative Nancys. It doesn’t matter if you and everyone else you know is madly in love with your product. Actually, one of the very few simple guarantees in …
The not-so-secret to getting reviews and referrals
One of the very first things you learn in Marketing School(tm) is that happy customers are awesome. Happy customers buy more things and say nice things about you – to their friends, their family, to complete strangers on the internet… And those friends, family members and internet strangers can also turn into happy customers if you play your cards right. …
NPS streaming live to a small screen near you
Today, we’re launching our brand new mobile app, AskNicely for iPhone. We think you’re going to love it – it’s a big deal for the small screen! We’re (finally) making NPS mobile Over the past three years, we’ve worked tirelessly to make it super easy to collect, analyze and action customer feedback using our browser based-app. To take NPS to …
Fundraising $6.7m for customer happiness
Today, we’re excited to announce a $6.7 million strategic capital raise with the fine folks at Blackbird Ventures. We’ve also launched AskNicely for iPhone – the first mobile app to allow staff to monitor and act on NPS in real-time, from anywhere. So yeah, we’ve been quite busy. Over the past year, we’ve increased revenue by almost 4X, opened offices …
Using NPS to build a better candidate experience
When it comes to recruitment it’s not enough to place the perfect person in the perfect role; obviously it helps to get that part right, but it’s not the end of the story. As recruiters, you have a responsibility to your clients to not only find them new employees, but to present them in the best possible light. Nobody wants …
Surveys Kill Kittens
What is it that holds the internet up? Once you get past Facebook and Twitter and sports results and your company’s website, what’s underneath? What’s down in the engine room, powering the whole thing? What’s down in the basement, supporting the entire structure? Cat videos. That’s right. Cat videos. Those cute, little, furry procrastination machines, larking about with balls of …
NPS Black Belt Guide – Orange Belt: Picking out the easy targets
Step 4 – We’re sending out some surveys and starting to get some data back – data you can use straight away. Running some early analysis will identify quick wins and obvious problems. Get aggressive – Start analysis early One of the advantages of using a specialized tool like AskNicely is that the software collates results and calculates the Net …
WTF is NPS??!! A (very) quick intro.
Struggling to get your head around NPS and how to use it to really grow your business? Have you heard others raving about it and wonder what all the fuss is about? We asked Aaron to give us a quick intro for the busy executive: There’s too many acronyms already right? NASA. NSFW. OPEC. OMGLOLS. When did we get so lazy …
NPS Black Belt Guide – Yellow Belt: Plan your attack*
(don’t just leap in) *you should think of NPS as a way to lovingly embrace your customer rather than attacking them, but for the sake of our black belt theme, we’re going to call it an attack. Right, you’ve convinced your boss? and the rest of the business that you need to start measuring NPS. What’s next? This Yellow Belt …
Growth Hacks from the 18th Century
In 18th century Prussia, Frederick the Great faced a tricky dilemma. To combat volatile bread prices and the risk of famine, he’d issued an order for his subjects to grow potato crops (a radical new technology back then). Unfortunately, avoiding starvation wasn’t seen as a compelling benefit to the Prussian peasantry (evidently, not vegetable lovers). They rejected potatoes outright as …
NPS Black Belt Guide – White Belt: Taking on your boss
(developing executive buy-in) In the last post, we took a look at what NPS is and why you need to pay attention. In this post, we’re gonna to take a look at how you can achieve ‘executive buy in.’ After all, if your executives are not on board, your company can’t really benefit from NPS. The trouble is they probably …
What is NPS and What Does it Mean for Your Business?
Customers who aren’t satisfied leave…And there are only so many customers you can lose before your company bottoms out. So wouldn’t it be awesome if you had a way to precisely measure customer satisfaction levels, so that you can easily work out if your customers are happy? In fact, wouldn’t it be even better if you had a way to …
Why NPS is a more important metric than revenue
You have finally got a pitch meeting with investors. They stare over the table at you, and ask “So, how do we know you can keep the revenue coming in?” You are prepared with all your figures for the last four quarters, your costs, revenue breakdowns, market sizes. In the second after they ask, you realise. It’s all retrospective. It …
Automated NPS surveys from HubSpot with AskNicely
Because happy customers really are your best marketing tool. Gathering customer feedback in real-time enables a business to be faster and more agile in the way they grow and adapt. Unfortunately for many businesses, the very technology that makes the collection of customer feedback possible is also what makes it hard to act in real time. Customer feedback often ends …
AskNicely and Zapier – because MORE is more when it comes to NPS.
So, you probably know by now that NPS is a great way to measure customer happiness (we do mention it every now and then). But let’s be honest, each business is different and each of their customers, different again so if you want to get REALLY useful data out of your Net Promoter Score™ program, a one-size fits all approach …
Come and meet the AskNicely team at SaaStr!
The team are all setup here at the SaaStr conference here in San Francisco – make sure you stop by and see us at Booth number S10. SaaStr founder Jason Lemkin has frequently written about how measuring and improving your NPS is important for growing your business and it’s clearly a big theme at the conference this year too! So, …
What marketers can learn from #fakenews
Bruce Springsteen believes that his whole career has been built on the back of 1000 true fans. 1000 people that are so passionate about what he does that they will not only buy everything he’s selling, but much more importantly each of them will influence a thousand more people to buy some of The Boss. And a thousand times a …
The Fire Rooster
2017 is the Chinese year of the Fire Rooster – heralding lots of changes and challenges. A new President, fallout from Brexit, market uncertainty – and no clear leader of the Rebel Alliance. Uncertainty breeds unhappiness and unhappy customers are more likely to change loyalties, share negative experiences or jump ship. You need to be regularly assessing how your customers …
The 90’s called, and they want their survey back.
This story starts with a whinge – which breaks the first rule of marketing – but people keep asking me why we started AskNicely, and frankly, it was because I was steamed up about something… I’ve always flown a lot for work. On my favorite airline, and I’m a patriotic points collector. High status is an addiction – everything runs smoother; …
Turning customer activity into your most powerful marketing tool with Intercom and AskNicely
SaaS business have a golden opportunity they need to take advantage of: It’s easier for them to understand customer behaviour and use that to drive growth than in any other industry. We wanted to bring NPS® into Intercom to help them maximise that opportunity. We knew there were some unique challenges and opportunities for SaaS businesses and being in the industry ourselves, wanted to …
Dashboards: Driving Your Business Like a Sports Car, Not a School Bus
Having the right dashboard can revolutionize your business in terms of success and your own enjoyment. A dashboard is meant to give you vital information and data at a glance, with users able to access everything from sales and marketing data to finance, inventory reports and website analytics. Essentially, a dashboard puts all your critical info into one spot in …
Announcing Klipfolio Integration
How is this for double-cheese pizza – we have teamed up with the guys at Klipfolio! So what the heck is Klipfolio you ask? Imagine this scenario. You’re in marketing, and you want answers to questions like, “which advertising channels are generating the most revenue?”. You want a way to see all your business metrics in one place – to be able …
G2 Crowd names AskNicely as High Performer in Enterprise Feedback Software category
Business software review platform G2 Crowd recently named AskNicely as a “High Performer” in the Enterprise Feedback Software category where it topped competitors on every measure of customer satisfaction. The latest G2 Crowd report on Enterprise Feedback Management software ranks the best software platforms against satisfaction (based on reviews from authenticated customers) and market presence (based on factors like employee count and market share). Read more AskNicely reviews …
Why You Aren’t Getting Responses With Survey Monkey
Are you sending surveys with Survey Monkey? Getting a single-digit response rate? Don’t worry, it’s not your fault. Actually, it’s not Survey Monkey’s fault either. A sub-ten-percent response is pretty typical with conventional web-based surveys. I don’t mean to pick on Survey Monkey but, as the 800-pound gorilla, they’re a serial offender in creating surveys that people ignore. Here’s the …
5-Minute CEO Hack For Creating a Customer-Inspired Culture
How can the CEO of a major organization change the company culture in just five minutes a day? A few years ago, I found that I was asking myself the same question. I decided that, although I might not be able to change everything that was wrong with my company in five minutes, I could make things better for one person. I committed myself to …
How Wipster Keeps Customers Happy and Videos Joyful
“Wipster is obsessed with customer happiness” – Kristen Lunman, Chief Operating Officer Wipster is a fast growing SaaS business delivering their intuitive video review and approval platform to thousands of users across global brands such as Tesla, Shimano and Shopify. Designed for producers, creative teams, marketing departments and other video makers around the world, they’re committed to taking the pain out …
7 Tips for Better SAAS Board Meetings
Here’s part two in our series on how to perform better in the boardroom. We interviewed directors of SaaS startups to get their insights. Quotes are anonymous to enable directors to speak their mind 1: Check Your Pompoms At The Door First off it’s worth reiterating what was said in the recent board relations article. Startup board members aren’t …
How SafetyCulture Drives Word of Mouth with Net Promoter Score
Every 15 seconds, one worker dies and 160 are injured somewhere in the world. Driven by these horrific statistics, SafetyCulture in Townsville, Australia, aims to make safety available to every worker around the world. The free app iAuditor builds checklists, conducts inspections and files reports from a mobile phone or tablet, transforming a typically paper-based tool into a digital one. …
Real time NPS with Salesforce.com and AskNicely
Imagine customer feedback captured automatically and flowing seamlessly back into your Salesforce.com reports, dashboards and customer records in real time. We’ve made it super simple to connect AskNicely and Salesforce to automate your Net Promoter program from end-to-end. NPS surveys can be automatically triggered in two ways: 1. Immediately after a customer interaction eg. purchase or support case being closed …
CEO’s Shouldn’t Fake Heart Attacks
This is the first post from our series, “How to Perform Better in the Boardroom” – advice gathered from interviews with seasoned directors of technology startups to help SaaS CEO’s run an effective board. For startup CEO’s, there’s a heap of good advice out there. Amongst it, I reckon “don’t get fired” is one to keep in mind. Maybe you …
Measuring Customer Happiness with Bigcommerce & AskNicely
Hey Big Seller! Is your BigCommerce store selling squillions of products each month? With a couple of clicks, you can measure customer happiness of every order. Our new Bigcommerce app, automatically sends a Net Promoter Score (NPS) survey to customers just after their goods have been delivered. It’s (almost) effortless, and AskNicely takes care of everything including, making sure customers …
Creating Workflows with Zapier
At AskNicely, we are super impressed with Zapier. A friend described Zapier as: The glue that holds the internet together. We couldn’t agree more, so we are thrilled to be launching our Zapier app. If you have a Zapier account already, get started with our invite only App. In simple terms, you can connect AskNicely to the 500+ cloud services …
AskNicely, now in any language.
If you’ve got customers around the world, you can now send AskNicely NPS surveys in their language with our shiny new ‘Templates’ feature. You can also use the same feature to vary the survey text and logo for different brands, products or interactions. For example, if you wanted to survey HOW IT WORKS When you import your list or integrate …
How To Automate Customer Testimonials
It’s no secret that customer testimonials are an essential and powerful force for building a high converting landing page. According to a 2014 Local Consumer Review Survey, 88% of consumers trust online reviews more than personal recommendations.The social proof provided by gushing customer compliments can have serious jedi mind trick properties forcing the mouse of any prospective buyer inexorably towards …
The One Number You Need To Know
The world is full of numbers. We are constantly bombarded with numbers in the business world – acquisition costs, churn rates, virality factor, PageRanks, EBIT, LCV, CPC, users, retention rate, email subscribers, social metrics, bounce rate, and the list goes on! And although there is a multitude of numbers to choose from when talking about your business, there are only …
5 Ways NPS Can Boost Your Business w/ Bill Macaitis
Brand advocacy is a powerful term, but most companies haven’t quite grasped what it really means. Bill Macaitis on the other hand, Slack’s new CMO, know’s exactly what it means and by focusing on brand advocacy, he is helping to add $1 million dollars to Slack’s revenue every 11 days. He recently released an AMA and delves deep into what …
The Art of Customer Service
The one secret to turning your customers into raving fans and stop million dollar mistakes. The world has been preaching the importance of customer service more than the Bible itself and yet I see company after company running into the same critical mistakes. You read complaints in the newspaper, you see them on the news and in the connected society …
Real time Net Promoter Score with Intercom
Intercom is a fantastic tool for managing customer communications in super clever ways – we love using it for AskNicely. Now, with the AskNicely Intercom integration for NPS, you can extend automate a real time Net Promoter Score process: Automatically trigger AskNicely NPS surveys to your customers based on Intercom events We can send surveys to all your Intercom contacts or …
The Newbie Guide to Net Promoter Score
If you’ve ever been a customer (and you know you have) you’ve probably had an idea or two about how a business or service you use could do better. That barista at your local café could take her lip ring out for starters. The corner store could get cherry blossom Kit Kats back on the shelves. Your bank could send …
How to get a 50% NPS survey response rate [CHECKLIST]
Here’s a job I hate. Managing customer feedback surveys. Don’t get me wrong – it’s incredibly important. It’s the process I take issue with. Some poor marketing person has to extract a list of customers, pump it through some online survey tool (there could be a monkey involved, hmmm), extract the results to a spreadsheet and then panelbeat them into …
Baring all – publicly exposing our Net Promoter Score results
It was a curious feeling when my finger hovered over the mouse button to kick off the first Net Promoter Score (NPS) survey of our customers. It wasn’t just the irony that we were using our own service – AskNicely – to track NPS and get customer feedback from our customers that use AskNicely for the same purpose. The feeling …
One simple change to quickly improve your Net Promoter Score
So, you’re measuring Net Promoter Score for your business? It’s a very smart decision. You’re rubbing shoulders with brands like Apple, Amazon and Zappos who all rely on NPS to create armies of raving brand advocates that trumpet their merits to friends and workmates. Now, how does your score compare to theirs? If, like those brands, your NPS tops 60 …
Track Net Promoter Score with MailChimp
Great news for MailChimp users… you can now automate your whole Net Promoter Score program in just two minutes with AskNicely. MailChimp is one of the world’s most popular email marketing platforms and a huge inspiration for us in the way we designed AskNicely. We’ve sweated all the details to make the experience of running a daily Net Promoter Score …
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