It takes a lot to earn a customer’s loyalty. And once you bring someone into your company’s ecosystem, the last thing you want to do is lose them. 

By emphasizing customer retention as a key performance indicator (KPI) for your business, you can ensure your priorities are in the right place. 

What’s your customer retention rate? 

Before you can focus on improving customer retention, you must benchmark how you’re currently doing in this department. You might have a feeling about how you’re doing, but you need an objective measurement that takes the emotions out of it. And one of the best ways to do this is by measuring your customer retention rate.

Guest contribution by Lawrence Tai, Product Manager at Nike

Do you ever wonder how some companies do so well with the product they sell or the service they provide? How do they know if their customers are truly happy with their product and have a good experience? 

For many, the answer is Net Promoter Score, or NPS for short. If you haven’t heard of it before, and you’re in the world of Product and Consumer Experience, then read on to learn what NPS is and how it’s calculated. 

Already familiar with the basics? Skip ahead to find out how your product management team can use NPS to improve your business and consumer engagement experience.

What if we told you that there’s a way to grow your business by two to four times without developing a new product or receiving additional funding?

Exceptional customer service turns new customers into promoters and promoters into returning loyalists. And these promoters have the potential to grow the lifetime value (LTV) of your brand by 1400%. 

Let’s take a look at additional data behind why improving customer service should always be a foundational business goal. We’ll also provide some tips on building an impeccable customer service strategy.

Today, we’re excited to announce a new level of customizability that applies to all Delighted survey templates (NPS, CSAT, CES, Smileys, 5-star, and Thumbs). 

Now, you can: 

1. Change up the language in the open-ended comment question or skip it entirely
2. Skip the Thank you page in favor of a redirect link of your choice

These 2 powerful survey customization updates help you create a more branded survey experience, streamline how you collect feedback, and optimize your closed-loop processes.

In a world of innovation, automation makes life easier and helps scaling businesses thrive by taking routine tasks off of busy plates. 

That’s why we couldn’t wait to share our latest updates to Delighted’s Zapier integration! 

With 7 new ways to merge your customer feedback program into existing workflows, manually syncing data and triggering surveys between project tools is a thing of the past. 

When you start setting up a customer experience program, one of the first things you’ll consider is how many customer surveys to send out. 

This handy guide by Sean Mancillas, the head of our Customer Concierge Team, navigates you through statistics concepts like survey sample size and margin of error, equipping you to ballpark the survey and response volumes you’ll need for a best practice CX program.

Here are the fundamental terms to know:

One of the most common questions we get from our customers is: What type of survey response rate can I expect?

When doing some research, you’ll see a wide range of numbers on what a “good” or “average” survey response rate is. The response rates are usually qualified by a specific distribution channel or survey type:

• 33% as the average response rate for all survey channels, including in-person and digital (SurveyAnyplace, 2018) 
• >20% being a good survey response rate for NPS surveys (Genroe, 2019)
• A realistic response rate range of 5% to 30%

One of the most common questions we hear from companies first embarking into Net Promoter Score (NPS) is “How do I know if my NPS is good?”

The short answer? It depends. 

There are two methodologies that explore what a good NPS score is. The first examines the strength of your NPS score regardless of industry. The second method determines what a good NPS score is with respect to your industry.

The Delighted iOS app keeps you updated on customer sentiment, no matter where you are. We’re excited to announce that now, in addition to getting a livestream of feedback to your iPhone or iPad, you’ll also receive push notifications each time new responses come in.

Download the Delighted App today

Specify whether you want notifications by rating, Trends, or both. Never miss an opportunity to close an experience gap or congratulate a team member on providing a successful experience.

To create a thoughtful customer survey, you need to decide what to measure, the sending method, and your survey audience. 

Even after careful consideration during the survey creation process, you notice your survey response rate is lower than expected. What could be causing this? 

Enter – nonresponse bias. 

Let’s break down the definition of nonresponse bias and how you can give your survey response rate a boost with 6 easy-to-implement tips.  

Find out how your real-time NPS compares to competitors in 20 industries with Benchmarks, our newest in-platform report. 

Prior to this release, our reporting features were all geared towards easy customer experience performance monitoring and feedback analysis for your Delighted survey results.

With this report, you’ll be able to get an external benchmark for how strong your customer experience is, in quick and simple Delighted fashion.

When you think of your customer, who comes to mind? 

Can you name their intentions, motivations, and pain points? Better yet, do you know why they are choosing your company among competitors? 

It’s no secret that capturing feedback from clients, employees, and potential customers is essential for building a foundation in experience management. But, organizing and standardizing team processes around feedback data can seem daunting, especially if it’s a manual process. 

That’s why we’re excited to announce three key integrations available to you today! With Zapier, Delighted survey feedback can be automatically fed into your existing project spreadsheets and organization platforms – no coding experience required. 

2020 required many companies to pivot their internal and external customer processes to provide convenience and safety. Switching to a more virtual world has sparked the need for customer feedback on updated customer experience (CX) strategies to ensure that all adjustments are as friction-free as possible. 

No matter your situation, the value of real-time customer feedback has never been more apparent. Let’s break down what a customer experience strategy is and specific feedback strategies you can implement within your own company to embrace customer experience at all times.

Historically, the backbone of retail has been predicated around selling goods from a physical location. In the pre-internet days, department, warehouse, discount, big box, and mom-and-pop stores were where consumers would purchase goods for personal use.

Retail customer experience was predicated around these physical elements and touchpoints: Are the employees helpful? Does the store carry the products customers are looking for? Does their return policy make it easy for customers to easily exchange the product if it doesn’t match expectations?