HOW KISSMETRICS HELPED
Mention was eager to use the context of their NPS score to whittle down a select group of their customers and analyze their behavior to understand what common characteristics they shared. The team figured that by understanding and developing the profile of the most “successful” user, they could double down on making sure other customers had the same kinds of positive experiences with their product. To kick the project off, Guillaume Cabane, Head of Marketing at Mention, started using the Kissmetrics Filters feature to find all customers who participated in the NPS survey, pulling out groups that left both “high” and “low” NPS scores for Mention. By identifying different groups of customers this way, the team could then pass those users through the Kissmetrics Cohort Report, which allowed them to see exactly which product milestones they hit most often, and how that influenced whether they stayed a customer or churned. In addition, the team also utilized the Funnel Report, drilling down even deeper to analyze behavior and highlight areas of improvement in their product.