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. [...]
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. [...]
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 [...]
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 [...]
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. [...]
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 [...]
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 [...]
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 [...]
