25 June, 2020

How Do You Meet New Customer Expectations?

By |2020-06-25T10:31:38-07:00June 25th, 2020|Categories: Customer Churn|Tags: |

Acquiring a new customer is a time for celebration. But in today’s environment, it’s especially rewarding. All too often, however, deals start to unravel once the baton is passed to onboarding. This is when the gap between customer expectations and their actual experience begins to bubble to the surface. Unclear customer expectations are typically caused [...]

16 June, 2020

A Simple Act of Acknowledgement: Customer Service in an Online World

By |2020-06-18T14:56:31-07:00June 16th, 2020|Categories: Best Practices|

I am a huge fan of online shopping and meal delivery services. I have tried almost all the major meal delivery services currently on the market - some of which I am a Promoter and others I’d be a Detractor. Quality of the product and the meal prep is important, but one of the biggest [...]

15 June, 2020

Is it Useful to Benchmark Your Net Promoter Score?

By |2020-06-16T06:59:41-07:00June 15th, 2020|Categories: Net Promoter Score|

Net Promoter Score (NPS) benchmarking presents an interesting challenge for many business leaders. On one hand, executives value information about their organization’s performance and how they compare to other companies in their industry. On the other, trying to rank order the competition on a metric like NPS can be very tricky business. Collectively, we have [...]

10 June, 2020

How to Get Maximum Responses to Your Survey

By |2020-06-11T12:45:30-07:00June 10th, 2020|Categories: Best Practices|Tags: , |

As customer experience consultants for B2B companies, we’ve heard from many business leaders who have struggled to get customers to respond to their survey requests. This is problematic for many reasons. After all, how can you create the experiences which will establish advocates for your products and services if you don’t have feedback from your [...]

22 May, 2020

The Value of Strong Customer Relationships

By |2020-05-22T08:54:02-07:00May 22nd, 2020|Categories: Customer Experience|Tags: , |

Around the world, folks are beginning to emerge from isolation protections. Many are trying to do all they can to make successful business decisions in an unknown and complicated environment. People are anxious. They feel disconnected. And businesses are facing tough decisions. The anxiety we feel about what the future holds can overwhelm us, leading [...]

7 May, 2020

5 Precursors to Customer Churn

By |2020-05-07T07:40:29-07:00May 7th, 2020|Categories: Customer Churn|Tags: |

When software companies are seeking efficient ways to manage customer churn, some choose to monitor the health of their book of business by reviewing a few efficiency and productivity based metrics. These often help managers and leaders plan workload, identify top performers, strategically identify upsell opportunities, and get alerted to potential churn risks. Tracking metrics [...]

20 April, 2020

Don’t lose sight of the Internal Customer Experience

By |2020-04-30T07:49:37-07:00April 20th, 2020|Categories: Employee Engagement|

Are you losing sight of the employee experience? As the stock market takes a tumble, companies are more concerned than ever about closing every deal and capitalizing on every ounce of revenue. This has led many business leaders to focus on what they view as most important: retaining current customers. Therefore, they are examining customer [...]

6 April, 2020

Why Encouraging Social Goodwill Cultivates Employee Engagement and Improve Customer Experiences

By |2020-04-30T09:10:40-07:00April 6th, 2020|Categories: Company Culture|Tags: |

More than ever, businesses are being asked to play a central role in tackling complex societal challenges. To make a meaningful impact, employee and customer engagement are the key. Expanding community involvement among employees and customers provides both a substantive and meaningful impact for the public good and can improve business success. While not the [...]

30 March, 2020

In-depth Interviews: What B2B Leaders Need to Know

By |2020-04-30T09:10:59-07:00March 30th, 2020|Categories: Competitive Intelligence|Tags: |

Online and in-app surveys, focus groups, advisory boards, and user groups can be fantastic methods for gathering valuable customer feedback. Each approach has a place in the overall customer experience strategy for business leaders who rely on customer input to guide important business decisions. However, one method of customer feedback collection that is sometimes overlooked [...]

11 March, 2020

How do you Analyze your Competitors?

By |2020-04-30T09:09:52-07:00March 11th, 2020|Categories: Competitive Intelligence|Tags: , |

Read the latest market analysis for your industry. For better or worse, the landscape is likely saturated with dozens of competitors – each promising the latest and greatest. While a crowded industry can signal a strong demand for your products and services, it also means competitors are not just vying for the attention of your [...]