How cultural differences can impact NPS results, and what to do about it If your company operates across different countries and cultures, you know that customers behave differently based on where they’re located, and what languages they speak. If your organization uses the Net Promoter Score (NPS) metric to gauge customer satisfaction and country-specific performance, you may notice significant regional variances in your data. It turns out that responses to NPS surveys can vary widely from country to country, or region to region, due to cultural differences that affect how the act of “scoring” is perceived1.
Does your organization have a Customer Success strategy and team, or are you thinking of implementing one? The Customer Success model has been around since the 1990s, when it was first introduced at Vantive, a US software company that sold a CRM solution1. The goal back then was the same as it is now: provide customers with all the support they need to succeed with your product or solution. But while the end goal hasn’t changed in the intervening decades, the way technology is sold has changed dramatically.
Do you provide your customers with a way to interact with each other and find helpful insights? Whether you offer an “official” branded community, or your customers are actively seeking information on your company and products via forums like reddit or Quora, your customers know that often the best source of information is another user. When it comes to complex technology solutions, nothing compares to peer-to-peer insights and perspectives.
Content will always be king, we know that will never change. But there are plenty of new trends and developments shaping content marketing as we wind up 2019, and look toward a new year. These are some of the directions, ideas and trends in content marketing that we think are key for 2020.
New technologies and trends continue to push the envelope for B2B marketers. Here’s a look at some of the digital marketing trends and technology developments to watch in 2020.
The number of healthcare apps is exploding. From apps that help people manage chronic conditions to apps that manage medical appointment scheduling, the options for both consumers and medical professionals are increasing exponentially. According to researchers at Zion Market Research, this market will only continue to grow. The global mHealth apps market was valued at USD 8.0 billion in 2018, and by 2025 is forecast to generate USD 111.1 billion.
The end of the year is approaching, which means it’s time to take a look forward, and consider which B2B marketing developments are going to have a big impact in 2020. These are three marketing trends you’ll want to keep on your radar for the coming year.
Even with new technologies, new platforms and new apps launching at warp speed, email marketing is still one of the most successful and cost-effective tools for healthcare marketers. While it might not be as glamorous as Instagram, Facebook or even Snapchat, email retains a higher level of trust and authority, compared to social media. And it’s the preferred medium for healthcare professionals, who would rather receive information by email than via an in-person visit or a phone call.
There are tens of thousands of health communities online, ranging from the most-visited health websites (WebMD, Drugs.com, National Institutes of Health, etc.), to user-run sites focussed on a single topic or disease. Whether they’re big commercial endeavors or small sites providing support and information to a specific group, members and visitors to these online health communities want the same things: relevant, credible information and a way to connect with other people with similar questions or conditions.