The Fire Rooster

By Kai Crow
on 18 January 2017

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 feel. Measure that happiness in a quantifiable way.

Here’s my top tips for measuring and maintaining customer happiness this year:

1) Timing is crucial

Ensure you’re collecting NPS feedback on a regular basis – how else will you know how happy and loyal your customers are?

Collecting feedback is a great start, but it also pays to think about when – what are the best points in your customers’ life cycles to collect feedback? Customers are far more likely to respond when surveyed closer to a recent purchase, subscription or renewal.

 

2) Plug things together

Checkout which systems you’re currently using that can easily be integrated with AskNicely . Optimise the information you’re sending and receiving!

We integrate with a wide range of other systems to make surveying customers easy  – make sure you check our integrations page to see which of your existing systems you could be using to trigger NPS surveys and sending your AskNicely NPS data into.

Coming soon: We’re making it even easier to integrate with your existing technology with over 20 new Zap templates.

If you haven’t heard of Zapier, check them out – they make it easy to connect over 750 different business apps together

3) Sharing is important

Make sure sharing customer success stories isn’t limited to one department, make it available to the whole team. Regularly report success stories company wide. But remember to give credit where its due!

Share the success stories and positive feedback and let everyone know you’re proactive and on top of following up any unhappiness.

One customer, a chain of beauty salons using AskNicely has a monthly award for the branch with the happiest customers. This is a great way of rewarding great performance and increasing visibility of your NPS program across the business. And they’ve seen a significant improvement in their AskNicely scores across the business since starting their monthly awards.

For more advice and ideas, reach out to our Support Team

What else is happening at AskNicely?

Keep an eye out for some exciting new product updates coming out in Q1 2017 – we’ll be announcing these in the next few weeks.

We’ve been listening to your feedback and sitting down with a few of our key customers and the product team have been working on some great new features.

Here’s a few features we’ve released recently which you may have already seen:

  • Redesigned dashboard.
  • Dashboard filtering.
  • Theme buckets – powerful text filters on professional plans and higher.
  • Updated messaging functionality to follow up responses.
  • Updated Slack integration.

Want to join our customer input group and help test the latest features with us? Let us know

 

Join us at SaaStr 2017

If you’re in the SaaS industry, chances are you’ll be heading to the SaaStr conference in San Francisco next month – it’s shaping up to be the one of the biggest events of it’s kind with over 10,000 attendees expected this year!

We’re thrilled to be showing AskNicely at the event as an official sponsor. We also have special offer for AskNicely customers and friends so you can snap up a discount on registration if you are coming – click here for details

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 feel. Measure that happiness in a quantifiable way.

Here’s my top tips for measuring and maintaining customer happiness this year:

1) Timing is crucial

Ensure you’re collecting NPS feedback on a regular basis – how else will you know how happy and loyal your customers are?

Collecting feedback is a great start, but it also pays to think about when – what are the best points in your customers’ life cycles to collect feedback? Customers are far more likely to respond when surveyed closer to a recent purchase, subscription or renewal.

 

2) Plug things together

Checkout which systems you’re currently using that can easily be integrated with AskNicely . Optimise the information you’re sending and receiving!

We integrate with a wide range of other systems to make surveying customers easy  – make sure you check our integrations page to see which of your existing systems you could be using to trigger NPS surveys and sending your AskNicely NPS data into.

Coming soon: We’re making it even easier to integrate with your existing technology with over 20 new Zap templates.

If you haven’t heard of Zapier, check them out – they make it easy to connect over 750 different business apps together

3) Sharing is important

Make sure sharing customer success stories isn’t limited to one department, make it available to the whole team. Regularly report success stories company wide. But remember to give credit where its due!

Share the success stories and positive feedback and let everyone know you’re proactive and on top of following up any unhappiness.

One customer, a chain of beauty salons using AskNicely has a monthly award for the branch with the happiest customers. This is a great way of rewarding great performance and increasing visibility of your NPS program across the business. And they’ve seen a significant improvement in their AskNicely scores across the business since starting their monthly awards.

For more advice and ideas, reach out to our Support Team

What else is happening at AskNicely?

Keep an eye out for some exciting new product updates coming out in Q1 2017 – we’ll be announcing these in the next few weeks.

We’ve been listening to your feedback and sitting down with a few of our key customers and the product team have been working on some great new features.

Here’s a few features we’ve released recently which you may have already seen:

  • Redesigned dashboard.
  • Dashboard filtering.
  • Theme buckets – powerful text filters on professional plans and higher.
  • Updated messaging functionality to follow up responses.
  • Updated Slack integration.

Want to join our customer input group and help test the latest features with us? Let us know

 

Join us at SaaStr 2017

If you’re in the SaaS industry, chances are you’ll be heading to the SaaStr conference in San Francisco next month – it’s shaping up to be the one of the biggest events of it’s kind with over 10,000 attendees expected this year!

We’re thrilled to be showing AskNicely at the event as an official sponsor. We also have special offer for AskNicely customers and friends so you can snap up a discount on registration if you are coming – click here for details


About the author

Kai Crow

Kai is based in our Auckland, New Zealand office and while his name means ‘food’ in the New Zealand native language of Maori he is not actually edible. When he’s not keeping our sales and marketing stuff running, Kai’s out riding a mountain bike or running down the beach with his two dogs, Rufus and Sparky.

Other posts by Kai Crow

More from the blog…

 

Tales from CX Obsession: Green Drop Garage

 Back in April, Portland’s customer experience gurus gathered for the first-ever CX Obsession even...

News

AskNicely named NZ Emerging Company of the Year

Break out the champagne, this calls for a celebration! AskNicely took home the honor of Emerging Com...

Thought Leadership

Join Us For An Evening of True Stories From Customer-Obsessed Portland

Portland is obsessed with creating amazing experiences. You’ve likely seen it caricatured on TV show...

Product

You Can Now Tag Your Teammates in AskNicely

When it comes to delivering amazing customer experiences, timing is everything. We now live in the a...

Like what you have read?

Sign up for our newsletter!

1,000,000+ NPS surveys a week for the world’s biggest brands (and some of the newest)

What our customers are saying

View Testimonials


What are your customers saying?

Discover how AskNicely can transform your customer experience.

Book a Demo


NPS is a registered trademark, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.