28 July, 2021

What is the biggest risk your Customer Experience program can pose to your business?

By |2021-07-29T09:09:30-07:00July 28th, 2021|Categories: Customer Experience|

It’s an interesting question because most people don’t think about a Customer Experience (CX) program in terms of risks. As many studies have demonstrated, a company-wide focus on delivering a strong customer experience at every touchpoint will often have very positive effects on a business. These include higher customer retention, repurchase, and renewal, as well [...]

21 July, 2021

Fireside Chat – ChurnZero

By |2021-07-21T06:37:58-07:00July 21st, 2021|Categories: Customer Success|Tags: |

What are the best ways to reduce customer churn? We had an opportunity to sit down and chat about this topic, as well as what's coming up in the Customer Success industry with Abby Hammer, Chief Customer Officer with ChurnZero. ChurnZero is a real-time Customer Success platform that helps subscription businesses fight customer churn. Its software [...]

10 June, 2021

Do B2B Customer Referral Programs Work?

By |2021-06-10T10:15:42-07:00June 10th, 2021|Categories: Customer Experience|

Skim your inbox today and you might find a message from a company that does business with you asking for help in the form of a referral request. This is because there are so many benefits of generating leads from existing customers, not the least of which is that it can significantly bolster sales results. [...]

13 May, 2021

How to Design a Survey for a B2B Audience

By |2021-05-13T14:24:24-07:00May 13th, 2021|Categories: Customer Experience|

Gathering insights in the business-to-business (B2B) world is markedly different from asking consumers to rate their experience. To put the difference in context, decision-making likely feels much more complex and collaborative at work than in your personal life. Likewise, stark differences exist when collecting competitive intelligence or deciphering reasons that particular customers stay or churn. [...]

20 April, 2021

How to Keep Your Customer Satisfaction Survey Invitation out of the Spam Box

By |2021-04-20T14:23:01-07:00April 20th, 2021|Categories: Customer Satisfaction|

Today you’re launching your Customer Satisfaction or Net Promoter Score survey. You put a lot of time and effort into writing your survey questions. The team agreed on which customer contacts would get the survey. The customer satisfaction survey is now ready for distribution. You hit the send button. Next, your respondents will be opening [...]

11 March, 2021

Is there an ideal time to learn from competitive intelligence?

By |2021-03-11T13:44:31-07:00March 11th, 2021|Categories: Competitive Intelligence|

No matter what B2B industry you’re part of, be it SaaS, Management Consulting, Manufacturing, or another, almost every company monitors the competitive landscape and changes that are shifting around them. However, there may be circumstances when deeper research and awareness into the competition is required. As might be expected, gathering competitive intelligence can benefit many [...]

26 February, 2021

Top 10 Reasons You Should Adopt Employee Net Promoter Score

By |2021-02-26T13:09:13-07:00February 26th, 2021|Categories: Net Promoter Score|Tags: , |

Winning in the marketplace starts with winning in the workplace. So, when employee satisfaction is high, it pays dividends. If you want to leverage and capitalize on the benefits of an engaged workforce, read on. We’re sharing why the straightforward measurement tool, Employee Net Promoter Score (eNPS), is a “must” measure metric for your organization. [...]

29 January, 2021

Guide Customer Success Teams to Successfully Close the Loop with Customers

By |2021-02-01T14:41:04-07:00January 29th, 2021|Categories: Customer Experience|

I think we would all agree - customer surveys are everywhere. Despite such prolific use of surveys as a central component of customer experience programs, many B2B companies are failing to maximize their return on investment. This happens because few capitalize on the feedback in such a way that it resonates with customers and enhances [...]

20 January, 2021

How Do You Get a Competitive Edge Over a Rival Business?

By |2021-01-20T18:17:46-07:00January 20th, 2021|Categories: Sales Effectiveness|

It’s the start of another sales meeting and you can already tell the news won’t be positive. With revenue for the quarter still shy of targets, you ask the group for an update on their pipeline. The first sales rep begins by sharing how their best opportunity to close this month has fallen through. Another [...]

15 December, 2020

How to Leverage Competitive Intelligence to Impact CX

By |2020-12-15T19:33:04-07:00December 15th, 2020|Categories: Competitive Intelligence|

Have you ever thought about how your customer’s experience is tightly intertwined with the health of your brand? Each experience with your product or service can have an impact on how your brand is perceived overall. A positive experience often leads to higher brand loyalty and increased praise about that experience via word-of-mouth. A negative [...]

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