About Heather Timney

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So far Heather Timney has created 53 blog entries.
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 [...]

21 September, 2020

Should All Customer Feedback Be Considered Equal?

By |2020-09-21T14:33:23-07:00September 21st, 2020|Categories: Customer Experience|

Customer feedback is a lifeline for your organization. With a clear line of sight into the evolving needs and expectations of your customers, you are better positioned to get ahead of the competition and build a strong reputation as a customer-centric organization. But with different customer personas (decision-maker, end-user), should all customer feedback be considered [...]

8 September, 2020

Why Customer Experience is Important to Marketing

By |2020-09-08T19:38:22-07:00September 8th, 2020|Categories: Customer Experience|

As the marketing leader in your organization, you’ve likely been asked to play a pivotal role in the customer experience (CX). Justifiably, many CEOs are charging CMOs to embrace this responsibility and shift their focus towards understanding what drives customer loyalty. And marketing is taking the baton by gathering actionable insight through a range of [...]

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 [...]

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 [...]

10 October, 2019

Fireside Chat: UserIQ on the Customer Success Industry

By |2020-04-30T09:30:49-07:00October 10th, 2019|Categories: Customer Success|Tags: |

Evan Klein, Founder and President of Satrix Solutions, sat down with Tyler Winkler, CEO of UserIQ, a platform that helps businesses realize the full value of customer success so they can fight churn, grow accounts, and align the entire business on users’ needs to discuss the future of the customer success industry. Evan Klein: Over [...]

25 September, 2019

How to Drive Greater ROI from NPS Programs

By |2020-04-30T09:34:05-07:00September 25th, 2019|Categories: Net Promoter Score|Tags: |

We recently were invited to conduct a webinar with Insight Partners to share our best practices for establishing or evolving your Net Promoter Score program to ensure it delivers deep customer insights that – when properly leveraged – will accelerate revenue growth for your organization. Watch the recording to discover how you can accurately obtain [...]

24 January, 2019

EdTech: Cultivate Customer Experience to Survive Longer than a Semester

By |2020-04-30T10:17:41-07:00January 24th, 2019|Categories: Customer Experience|

With more people turning to technology to improve their learning experience, the EdTech industry is poised for significant growth. It also means potential competitors are cropping up every day - targeting your existing customers and prospective customers. With all this jostling for market share, it is important to keep a close eye on the customer [...]

4 December, 2018

How New Leaders Can Quickly Acquire Important Insights

By |2018-12-11T14:44:08-07:00December 4th, 2018|Categories: Employee Engagement|

It’s been said that “the beginning is the most important part of the work.” Whether you have just taken the next step in your professional career at your existing company or have transitioned into a new organization, when you land a new leadership position, the same notion holds true. In a new role, you have [...]