About Heather Timney

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So far Heather Timney has created 62 blog entries.
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 [...]

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. [...]

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. [...]

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 [...]

1 December, 2020

Does Company Culture Affect Customer Satisfaction?

By |2020-12-01T10:40:04-07:00December 1st, 2020|Categories: Company Culture|Tags: |

More than ever, a strong service culture is critical to the long-term health and success of your business. Shaping your company’s culture starts at the top and requires everyone in your organization is working with the same purpose and passion – to deliver an exceptional customer experience. In this installment on CX best practices, Evan [...]

12 November, 2020

How do you measure customer health?

By |2020-11-12T10:43:16-07:00November 12th, 2020|Categories: Customer Success|Tags: |

When calculating your customer health score, what approach does your organization take? Many companies rely on signals and data from product usage, support tickets, or Net Promoter Score to paint a picture of customer health. Are you also considering customer feedback when determining customer health scores? In this installment on CX best practices, Evan Klein, [...]

2 November, 2020

How Useful is Net Negative Churn

By |2020-11-02T14:18:20-07:00November 2nd, 2020|Categories: Customer Experience|Tags: |

Every company faces some degree of churn. To combat this, companies turn to existing customers for upsell / cross-sell opportunities to offset lost revenue from downgrades or cancellations. Venture capital and private equity firms are particularly interested in expansion revenue as a means of growth and are paying close attention to a company’s Net Negative [...]

29 September, 2020

Are In-app Surveys Effective for Measuring Overall Customer Satisfaction?

By |2020-09-29T11:07:36-07:00September 29th, 2020|Categories: Customer Experience|Tags: |

When it comes to collecting customer feedback, scores of software companies count on in-app surveys to understand customer sentiment in real-time. But is the feedback received an effective way of measuring overall satisfaction? To answer this question, I sat down with Steve Bernstein, CEO and Founder of Waypoint, and Evan Klein, Founder and President of [...]

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