Louis Grenier

From pinpointing your target audience and assessing your competitive advantage, to ongoing product development and customer satisfaction efforts, market research is a practice your business can only benefit from.

Learn how to conduct quick and effective market research using a lean approach in this article full of strategies and practical examples. 

Even though they’re buying or using the same product, your users and customers have different needs and are drawn to different things. That’s where user personas come in—to help you make sense of what people are expecting to get out of your business and learn how you can deliver that to them.

The day may come when you feel you’ve hit a wall with your business. Your products are great, and you have an amazing team of talented professionals working with you, but still, you can't seem to grow past your current revenue numbers.

Could it be that you haven't given the customer experience enough attention?

One of the best ways to measure your success in this area is to track Net Promoter Score (NPS®). NPS is a crucial business metric that Taylor & Hart, the award-winning jeweler featured in this case study, uses religiously: it's helped them secure repeat business, expand their product offerings, and grow at an impressive pace.

We recently sat down with Stefan Milev, the company’s CMO, to discuss how Taylor & Hart has grown so quickly by using the NPS metric and obsessing (in a good way!) over the customer experience.

Open-ended questions are great for getting authentic feedback because they give people a chance to describe what they’re experiencing in their own voice.

What changes can we make that will have the most positive impact on our users and customers? Why are some of them leaving and never coming back?

These are two very important questions Hotjar needs to answer to continue to grow, and in order to answer them, we need user feedback.

One way to collect it is to ask the Net Promoter Score® (NPS) question:

“How likely are you to recommend Hotjar to a friend or colleague?” on a scale of zero to 10 (with 10 being extremely likely).

When you set out to improve conversion rates, where do you focus your attention? Do you obsess over the visitors who leave your website without buying?

Hotjar Founder and CEO David Darmanin made that mistake for years—but when he switched his focus and started looking at the users who did convert, he saw real results.

What do you do when your website is not converting, your product is not working, and people are leaving you? How do you find out what’s wrong—so you can fix it?