Is your company thinking about: • Changing your customer service or support model? • Refining your product offering? • Developing a new solution? • Evolving your messaging and positioning? These are just a few common examples of the types of decisions that can have a profound impact on a company’s ability to retain, acquire, or [...]
Have you heard someone utter that statement or even proclaim, “I never respond to surveys”? If like me, you’re in a Customer Experience (CX), Customer Success, or Research-related role, I imagine you have. Thankfully this attitude towards surveys is relatively rare in B2B. However, as a CX consultancy, we occasionally hear (or read) very negative [...]
Over the past two years, organizations have faced new challenges in attracting and retaining customers: an entirely new business environment and culture, threats of ongoing inflation, labor & supply chain shortages, and pandemic-related disruptions. Under these new conditions, one thing remains undeniable, a strong customer experience (CX) is a business imperative. Today, B2B customers stay [...]
To win over B2B sales prospects, it's not enough for your company just to have a good product and/or service. With fierce competition in many industries, you also need a compelling message that resonates with the decision-maker and helps you stand apart in the marketplace - or you risk having prospective customers go elsewhere. How [...]
In-depth Phone Interviews offer tremendous value to B2B organizations that want to better understand the “why” behind the user experience. As a one-to-one conversation with key decision-makers, In-depth Phone Interviews help you obtain richer insights into everything from key buying criteria to discovering underlying frustrations leading to customer churn. While it can be challenging to [...]
Throughout the customer lifecycle, there are many defining moments. However, few would argue that one of the more critical moments of truth is during that all-important implementation phase. This is where customers can experience a lot of pain and frustration because expectations and promises are not met, hindering your ability to recognize revenue quickly. But [...]
Despite having been launched nearly 20 years ago, there continues to be a divide among practitioners as to the value of Net Promoter Score (NPS). Whether you are a Promoter of this methodology or a Detractor, you might have wondered: How do senior practitioners like yourself feel about the value and ROI of Net Promoter? [...]
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 [...]
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 [...]
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. [...]
