NPS vs CSAT: What’s the Difference and Which One Should You Track?
NPS vs CSAT: What’s the Difference and Which One Should You Track? Every business wants to know if its customers are happy. The tricky part is knowing which question to ask. NPS and CSAT are the two most widely used customer satisfaction metrics in the world. Both involve asking customers for a rating. Both give […]
How to Get More Google Reviews (The Right Way)
How to Get More Google Reviews (The Right Way) You already know reviews matter. You’ve read the stats. You’ve seen competitors with hundreds of them while yours sits at twelve. The problem isn’t that your customers are unhappy. Most of them aren’t. The problem is that satisfied customers don’t think to leave a review unless […]
What Is Sentiment Analysis and How to Use It to Improve Your Business
There’s a question no business should be able to answer with “more or less.” Why do you get bad reviews? Not “in which areas could you improve.” Not “what does this month’s average say.” But: what is happening exactly, when does it happen and where. Sentiment analysis exists to answer that question. And most businesses […]