If you've read any of my previous stories, you'll know that I don't hide the fact that I'm a fanboy of Southwest Airlines. I will go out of my way to endorse and recommend them to anyone that asks (or doesn't ask), just like I'm doing right now.
One of the most often requested features we get (and refuse to implement) at Promoter.io is the ability to add additional questions to a survey (beyond the two-primary questions). This topic has led to much debate both internally at Promoter and externally within the Net Promoter Score (NPS) community at large.
If we define a promoter as someone who is willing to go to great lengths to recommend or personally endorse a product or service, how many companies would you call yourself a promoter of? My guess is that you could count them on one hand.
Did you know that your passive (or "satisfied") customers are often willing to leave you as soon as something better comes along? Even for something as simple as a slightly lower price. Passive customers, while not talked about nearly enough, are just as critical to your business as your promoters and detractors.
You've got a big idea and you can't stop dreaming about what it's going to become. You're so excited that it actually keeps you up at night. You've always felt like you should be doing something else.
Times when companies used surveys that include tons of questions about a product or service are gone for good. Customers don't have time to answer these and managers to draw conclusions from them. That's why NPS is like a salvation for the SaaS industries. It's the quickest road they can choose to get customers' feedback.
Back in the old'n days, when business took place over the phone instead of email, people worked in actual offices. And by office, I mean individual spaces that had walls, a door and sometimes even a window or two.
Imagine you're sitting down at a restaurant, just finishing up a fantastic meal, which was surprisingly topped by the fast and attentive service given by your waiter, when the Manager walks up and greets you at your table. You exchange some pleasantries and she politely asks about your experience.
Muck Rack makes it simple to find people, tweets, or articles that mention any name, keyword, company, hashtag etc. We've compiled this guide to help you make the most of your search.
Selecting a term
Start searching tweets, articles from media outlets, articles mentioned in tweets, journalists'
names, titles and bios with some suggested searches:
Companies or Topics (e.g. iPhone, Microsoft)
Phrases (e.g. "cloud computing") — use quotes to keep the terms together
Twitter handles (e.g. @username) — returns those who have mentioned or replied to
Names (e.g. "David Pogue")
Hashtags (e.g. #sxsw, #london2012)
Bio details (e.g. vegan, Olympics, father)
Muck Rack's Advanced Search allows for many boolean operators.
Find results that mention multiple specified terms, use AND or
+. For example, ensure each result contains both Elon Musk and Mark Zuckerberg by
searching Obama AND Romney or Obama + Romney.
Use the operators OR or , to broaden your search when you'd like either of
multiple terms to appear in results. (This is the default behavior of our search when no operators
are used.) For example, search for democrat OR republican to find results that refer to
Democrats and/or Republicans.
Use NOT or - to subtract results from your search. For
example, searching Disney will yield results about the Walt Disney Company as well as Walt Disney
World Resort. To exclude mentions of Disney World, search for Disney -World or Disney
When using one of these operators with a phrase, enclose it in quotation marks. For example, you can
find results about smartphones excluding Apple's iPhone 4S by searching smartphone -"iPhone
Use parentheses to separate multiple
boolean phrases. For example, to find journalists talking about having fun in Disney World or
Disneyland, search for ("disney world" OR disneyland) AND fun.
An asterisk can be used to search for any variation of a root word truncated by the asterisk. For example, searching for admin* will return results for administrator, administration, administer, administered, etc.
A near operator is an AND operator where you can control the distance between the words. You can vary the distance the near operation uses by adding a forward slash and number (between 0-99) such as strawberries NEAR/10 "whipped cream", which means the strawberries must exist within 10 words of "whipped cream".