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Win back customers and activate fans
Do you know why your customers love you or leave you?
Predict and prevent churn
In order to boost customer retention, it’s critical to watch for negative shifts in emotion. When you quickly identify at-risk consumers, you can intervene before it’s too late by retargeting them or redirecting their frustration into valuable feedback.
Increase customer lifetime value by fostering loyalty
Who are your fans? Why do they love you? To truly understand who your fans are and what motivates them, you have to gather valuable feedback and analyze sentiment over time. Fostering customer loyalty is the best way to grow revenue because once you identify your fans, you can create more.
Understand why customers feel the way they do
You must go beyond NPS to fully understand your customers and their experience. By measuring customer sentiment over time, you can better understand how people feel about your brand, so you can double down on positive emotions and quickly solve problems for people who are frustrated.
Take the guesswork out of your product roadmap. Identify how product issues may be creating customer loyalty problems or friction during the customer journey. Identify the right cohorts to test beta programs or new features. Ultimately, product management teams should use mobile apps as a core customer listening post.
Understand how customer emotions in specific segments impact your business, retargeting those most at risk of churning while reinforcing those who love you. Activate brand evangelists to augment your most effective marketing. Ask for mobile app ratings and reviews, social posts, and referrals from those most in love with your brand, through mobile targeting. Backfill loyalists who are less active by retargeting and fostering relationships with new customers.
Go beyond NPS to identify the cause of customer sentiment shifts, and motivate the fans of your brand to sing your praises. Map the customer journey experience to better understand pain points, identify gaps, and create better experiences across all channels.
Visualize your key VOC and customer feedback metrics in one view, spot trends, and make faster decisions with our powerful analytics.
Enrich the value of your first-party data with qualitative customer feedback. We support NPS on your mobile and web channels with higher response rates, but go beyond NPS to understand the ‘why’ behind customer behaviors. You can then create enriched profiles with this insight.
Measure shifts in customer sentiment across time and touchpoints so you can identify when and where to intervene.
Quickly resolve issues and close the communication loop through two-way conversations with customers.
Notes + Actions
Precisely retarget customers to encourage action at the right time and place.