The 5% Institute

JUNE 19, 2023

In today’s competitive business landscape, customer service excellence has become a crucial aspect of achieving long-term success. This article aims to explore the importance of customer service excellence and provide valuable insights on how businesses can deliver exceptional support to ensure customer satisfaction.

Service 52

Service Customers Represent Customer Relationship Management 52

Lead Fuze

JULY 25, 2021

When you provide a service, either physical (like a marketing agency) or software (like a SaaS) it can be like that. The missing link in many a service company is client onboarding. What is Client Onboarding? The faster you can get your clients comfortable with what you sold them, the better. Click To Tweet.

Clients 124

Clients Service Process Launch 124

Salesforce

DECEMBER 7, 2021

At the end of every year, service team leaders tee up a new set of KPIs they commit to improving in the next 12 months. While making incremental improvements to call center metrics and raising your Net Promoter Score (NPS) are good goals by themselves, they aren’t going to radically transform your customer experience.

Service 98

Service Customers Technique Start-ups 98

Salesforce

NOVEMBER 17, 2023

When a friend or colleague takes the time to tell you about a product or service, you probably listen. One way to find out is by tracking your Net Promoter Score (NPS). But is NPS really the best way to measure customer loyalty? Some service leaders aren’t so sure. Table of contents What is a Net Promoter Score?

Promote 59

Promote Referrals Service Follow-up 59

Search Engine Land

NOVEMBER 22, 2022

Our agency uses two simple metrics to gather objective data – Net Promoter Score (NPS) and Employee Net Promoter Score (eNPS). Even if you’ve never heard of NPS, you’ve probably received an email or text that asks a simple question: “Would you recommend us to a friend, family member, or colleague? 25% are detractors.

Clients 90

Clients Promote Follow-up Start-ups 90

SaaStr

JUNE 2, 2021

Q: What are some tricks software companies use to manipulate churn metrics? This is quite common in self-service businesses. Not also measuring NPS, and/or not pairing NPS/CSAT and churn together. If you just measure churn but not NPS and CSAT, you won’t really know what’s going on. Companies differ here.

Service 92

Service Customers Sales 92

Salesforce

JANUARY 2, 2024

What is new, though, is how accessible AI is. Where to start your AI implementation In my role leading Salesforce Professional Services, I speak with business leaders around the world who are facing this challenging question. So, before we help you build the roadmaps for your AI journeys, step one is finding what fits your goals.

Government 115

Government Trust Technology Technology 115

ConversionXL

SEPTEMBER 1, 2020

What do Amazon’s Jeff Bezos and Costco’s Jim Sinegal from Costco have in common? When we surveyed 450 professionals last year, our study revealed that 65% invest at least 70% of their budget on acquisition, and that NPS , CLV, and retention are among the least-monitored KPIs. And their success speaks for itself.

Customers 132

Customers Referrals Campaign A/B testing 132

ConversionXL

MARCH 11, 2019

Know what you want to get out of your customer survey. What do you want to find out? The common refrain is that quantitative data tells you the “what” while qualitative data tells you the “why.” If you have to reduce your laundry list down to a single item or question, what do you ask? For one, it’s widely used.

Drivers/motivators 132

Drivers/motivators Customers Promote Follow-up 132

ConversionXL

OCTOBER 14, 2021

NPS & CSAT. NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score) are both methods of quantifying customer sentiment and satisfaction. NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score) are both methods of quantifying customer sentiment and satisfaction. Are your campaigns driving conversions?

Objectives and Key Results 157

Objectives and Key Results A/B testing Growth Market share 157

Search Engine Land

JANUARY 26, 2024

The churn rate for professional services is 27%, per a Customer Gauge report. While professional services is a larger category than search agency work, turnover is likewise inevitable. While professional services is a larger category than search agency work, turnover is likewise inevitable. New business is hard.

Clients 92

Clients Referrals Trust Pitch 92

Partners in Excellence

JANUARY 11, 2024

We invest a lot of time and effort in differentiating our products and services from the alternatives. We talk about the results our customers get, we talk about our great NPS scores, customer experience, retention. We continue to do what everyone else is doing yet expect to stand out. Differentiation is critical. We know it.

Construction 94

Construction Technique Meeting Customers 94

SaaStr

DECEMBER 12, 2022

I know I just didn’t even know what to say. #2. If you don’t pay us five figures immediately, we shut off your service in 8 days. What did we do? ” What? More and more, I think NPS or at least GRR are better. That’s important, but happier customers and high NPS are far more important.

Customers 96

Customers Price Meeting Service 96

Heinz Marketing

APRIL 19, 2024

But what we sometimes forget is getting them in the door is only the beginning. When teams utilize tools like marketing automation platforms, they can better understand what personalized knowledge and educational resources each customer needs. The true magic lies in keeping those customers.

B2B 59

B2B Customers Education Entertainment 59

Search Engine Land

AUGUST 31, 2023

I can trust what he tells me about SEO, he has deep experience in this area.” In other words, even if you are really smart, and do what you say you will do on time, people who perceive you as motivated by your own self-interests won’t trust you as much. may feel you can’t be trusted. Why should agencies focus on building trust?

Trust 128

Trust Clients Referrals Contract 128

SaaStr

FEBRUARY 3, 2020

Q: What can you do to lower your customers churn rate? Measure NPS constantly, and set quarterly goals to drive it up. Measure NPS constantly, and set quarterly goals to drive it up. If you haven’t measured your NPS yet, you may be surprised that it is lower than you think. Every customer. But it can be done.

Customers 102

Customers Technology Technology Price 102

Heinz Marketing

MAY 16, 2022

how to utilize NPS to energize your organization. how to utilize NPS to energize your organization. You recommended we cover customer service, customer success today. If you’re not already subscribed to Sales Pipeline Radio , or listening live every Thursday at 11:30 a.m You can even ask Siri, Alexa and Google!

Pipeline 93

Pipeline Referrals X-functional Cross-sell 93

Miller Heiman Group

MAY 19, 2020

Customer service teams are supposed to solve problems, not create new ones. In other words, it’s not often that service reps make a positive emotional connection with their customers. Take, for example, what happened with one global company that offers a cloud-based communications and collaboration platform.

Promote 98

Promote Customers Negotiate Service 98

Salesforce

JULY 18, 2022

Poor experiences chip away at customer loyalty, decreasing Customer Satisfaction (CSAT) and Net Promoter Scores (NPS). That’s why it’s essential for contact centers to connect every channel — including self-service, e-commerce, post-purchase and automation — while using data to personalize every experience. How can this be addressed?

Contact 98

Contact E-commerce Cross-sell Manufacturing 98

Martech

FEBRUARY 21, 2024

Defining the retention stage To start, let’s more clearly define what we mean by retention. This can involve offering loyalty programs, providing exceptional customer service and offering relevant product recommendations. Customer satisfaction and NPS reports. What about data privacy? Customer feedback and surveys.

Growth 94

Growth Cross-sell Promote Price 94

Veloxy

AUGUST 16, 2023

Essential metrics for measuring ROI include sales, marketing and customer service performance indicators. By evaluating the impact of Salesforce on your marketing, sales, and customer service activities, you can make informed decisions about resource allocation and optimize your CRM strategy.

Objectives and Key Results 130

Objectives and Key Results CRM Profit margin Consult 130

Search Engine Land

JANUARY 16, 2024

What is growth marketing? What is growth marketing? Activation : User experiences product or service. Forget flashy ads and vanity metrics. 2024 is all about strategic growth marketing focused on building real customer loyalty. Pirate Metrics ) is the most popular growth marketing framework.

Growth 100

Growth Customers Referrals SQL 100

Salesforce

JANUARY 19, 2023

This instability, paired with changing customer expectations from banks, means you must focus more on personalizing your customer service engagements and offering more proactive advice. This made a full-service and easy-to-use website or online banking app critical as an expectation from banking customers.

Customers 97

Customers Technology Technology Service 97

PandaDoc

APRIL 12, 2022

Customer insights can help you improve your product and get a better understanding of what features are most important to users. Net Promoter Score (NPS). Net Promoter Score (NPS). NPS is designed to use customer experience as a predictor of satisfaction and future business growth. What for and how often?

Customers 52

Customers X-functional Promote Price 52

Partners in Excellence

NOVEMBER 2, 2018

In 2003, Fred Reichheld introduced it in his HBR article: “ One Number You Need To Grow ” The concept of the NPS is simple, you ask a customer: How likely is it that you would recommend our company/product/service to a friend or colleague? As part of that obsession, Rich measures himself on NPS.

Promote 81

Promote Meeting Service Customers 81

Heinz Marketing

SEPTEMBER 29, 2022

What is a Bow Tie Funnel? Some metrics you can track here are Customer Lifetime Value (CLV), Marketing Influenced Adoption, Pipeline from referrals and repeat clients, Retention Rate, Churn Rate, Renewal Rate, Net Promoter Score (NPS), Repeat Purchase Ratio, Attach Rate by Product for cross-selling, and many more.

Profit margin 121

Profit margin Cross-sell Drivers/motivators Referrals 121

Salesforce

JANUARY 10, 2022

Because you cannot grow what you don’t measure. These experiences include everything from blogs, mobile commerce, online customer service, HR portals, and novel uses of connected devices. You’re probably already tracking speed performance metrics for your digital experiences, such as commerce, service, and mobile.

Promote 52

Promote Government Technology Technology 52

Hubspot

MARCH 7, 2018

Net Promoter Score (NPS). What percentage of your team is hitting their number? If sales volume is large in region A, perhaps there is a higher demand there, in which case you can focus on customizing certain products and services for that region. New Leads/Opportunities. Client Acquisition Rates. Sales Volume by Location.

Territory 100

Territory Cross-sell A/B testing Promote 100

Martech

FEBRUARY 17, 2022

Let’s look at what it really means to be customer-centric. Why do we keep coming across hurdles to purchase the products or services we want if we are so important? Your flight is canceled due to COVID restrictions, but it takes two hours to reach customer service. Would you put your mother through this kind of service?

Customers 97

Customers Service Consult Promote 97

Hubspot

NOVEMBER 5, 2019

Here is an example of what metrics of engagement would look like: Image Source. Keywords are certain words that search engines identify and target based on what audiences are searching for. We get it: Social media metrics are important. Getting data and ROI is really important. Social share of voice. Let's find out.;

Promote 98

Promote Follow-up Growth Conversion 98

Search Engine Land

AUGUST 7, 2023

What is Brand Authority. “Our improved Domain Overview tool now displays a 4-quadrant visualization of Domain Authority vs. Search marketers have relied on metrics such as NPS (net promotor score), share of voice and sentiment analysis to measure brand strength. There is also a new brand comparison visualization. Top 500 U.S.

Territory 86

Territory Engineering Drivers/motivators Price 86

SaaStr

MAY 8, 2021

You’ll see what they really prefer. Worse, it may mask weak efforts in customer success and retention efforts, and disincent you to track and grow NPS early. Annual deals are a tough fit with many API services and variable-usage services. This is still true. Annual contracts require P.O., Is it worth it?

Contract 101

Contract Legal Commission Finance 101

ConversionXL

JULY 21, 2022

What is a north star metric and why does it matter? How did Outreach grow in just a few years to 50,000 monthly active users , $10 million in new bookings, and net revenue retention (NRR) of more than 140%? By focusing intently on a single measurement, known as a north star metric. The NSM model drives: Team alignment and focus. Take Asana.

Growth 120

Growth Objectives and Key Results Promote Price 120

Partners in Excellence

JUNE 8, 2021

We’re all used to the email surveys, usually following some shopping or customer service experience. Inevitably, one of the questions is the ever present NPS question, “Would you recommend us to someone else.” Though honestly, I’ve never gotten the question, “How do we improve our NPS scores?”

Promote 56

Promote Service Follow-up Presentation 56

ConversionXL

AUGUST 18, 2020

But what does an effective keyword research strategy look like? What is the SEO pyramid? This is what the framework is designed for—to help you spot your biggest SEO opportunities. When it comes to SEO, it all starts with keyword research. How many opportunities to drive traffic and leads are you missing?

B2B 123

B2B Campaign Start-ups CTR 123

SaaStr

OCTOBER 2, 2023

So of course, we had to run the numbers to see what changed: the percentage of attendees attending SaaStr at a VP level and above rose to 56%. Transitioning into Sponsor stats, here’s what we found: Huge learning when it came to sponsors: Sponsors with an activation had 60% more leads than those without.

Represent 84

Represent Follow-up Prospecting Service 84

Partners in Excellence

NOVEMBER 22, 2021

Then there were the acronyms, things like “SaaS, XaaS, CLV, SEO, CPC, NPS, FOMO, IoT” generated double and triple points. The more a presenter packed into a presentation, the more the implied credibility. Sales and marketing is filled with buzzwords. I sometime dream of hearing a pitch that is 70% acronyms.

Pitch 120

Pitch Sales Presentation Gaming 120