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 …

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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 …

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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 …

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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).   G2 Crowd Grid for Enterprise …

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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 …

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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 an intuitive video review and approval platform, designed for producers, creative teams, marketing departments and other video makers around the world. They’re committed to taking the pain out of getting videos approved and delivered. “A startup is totally reliant on its customers to provide the feedback …

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 …