About Heather Timney

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So far Heather Timney has created 57 blog entries.
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 [...]

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 [...]