15 October, 2021

Why In-Depth Phone Interviews Should Be Part of your CX Strategy

By |2021-10-15T13:02:11-07:00October 15th, 2021|Categories: Customer Experience|Tags: , |

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 [...]

31 August, 2021

How to Excel at Customer Onboarding

By |2021-08-31T09:11:23-07:00August 31st, 2021|Categories: Customer Experience|

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 [...]

24 August, 2021

What is Your Perception of the Net Promoter Score Methodology?

By |2021-08-24T13:37:18-07:00August 24th, 2021|Categories: Net Promoter Score|

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? [...]

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. [...]

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