About Heather Timney

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So far Heather Timney has created 35 blog entries.
19 January, 2018

Customer Satisfaction Survey Data Cleansing: When Is It Justified?

By | 2018-01-25T10:54:14+00:00 January 19th, 2018|Best Practices, Survey Methodology|

Once your customer satisfaction survey has closed, the next step is preparing your survey data for analysis. But this can be challenging for many companies, especially when questions arise around data quality. Did the survey contain errors that potentially introduced uncertainty or bias? Was the contact list up-to-date so that the right customer groups were [...]

7 December, 2017

Should Businesses Use Employees to Get Customers to Take Surveys?

By | 2018-01-25T10:57:20+00:00 December 7th, 2017|Best Practices, Survey Methodology|

One of the greatest determinants of a successful customer satisfaction survey is achieving a strong response rate. While there are varying opinions as to what the minimum ideal survey response rates should be, it’s generally accepted that the higher the percentage of respondents you have, the better. For a more in-depth look at this topic, [...]

20 November, 2017

How to Advance Your Voice of Customer Program

By | 2018-01-25T10:48:32+00:00 November 20th, 2017|Best Practices, Voice of the Customer|

Take a close look at your company’s voice of the customer program. Are you obtaining valuable and objective insight into customer sentiment? Have you been able to successfully uncover ways to drive even deeper loyalty and attract new customers? Is the entire organization rallying behind your efforts? If your answer to any of these is [...]

14 November, 2017

Why Investors Care About Your Customer Satisfaction Data

By | 2018-01-25T10:50:28+00:00 November 14th, 2017|Customer Experience, Voice of the Customer|

Over the past five to ten years, Private Equity Firms and Venture Capitalists have increased the attention they pay to customer satisfaction data. There’s now a greater appreciation for the negative impact churn has on customer lifetime value (CLV) and the company’s overall business prospects, as well as the growing proof that high customer satisfaction [...]

27 October, 2017

Customer Churn Prevention Strategies

By | 2018-01-25T10:52:38+00:00 October 27th, 2017|Best Practices, Customer Churn|

More than likely, saving at-risk business and reducing the chances of customer churn is a key area of focus for your business today. This is leading executives to ask more questions around churn prevention such as: What subtle, or not so subtle, signs are we missing that customers aren’t happy with our products, services, or [...]

18 October, 2017

How to Ensure Customer Survey Data Quality

By | 2018-01-25T10:51:32+00:00 October 18th, 2017|Best Practices, Net Promoter Score|

What steps should companies take to ensure they are getting an accurate picture of what’s going on across their customer base? It’s a big question—and an important one to answer before you start relying on customer survey data internally. In fact, we created a video to specifically cover survey data quality: One of the biggest [...]

19 September, 2017

Top “Go-To” Resources for Voice of Customer Best Practices

By | 2017-10-04T06:28:50+00:00 September 19th, 2017|Best Practices|

What resources for voice of customer best practices do you recommend most for expanding your knowledge? Earlier this summer, I asked my colleagues this question. Since my teammates each share a strong passion for customer and employee feedback, I knew they’d provide helpful suggestions for those of us looking to brush up on customer experience [...]

6 June, 2017

Fireside Chat: The Customer Success Organization

By | 2017-06-06T15:29:54+00:00 June 6th, 2017|Customer Success, Fireside Chat|

As the person leading the Customer Success organization, you’re responsible for ensuring the customer is achieving maximum value from your products and services. Every day, you’re watching for signals that a customer is at risk for defection, or overseeing renewals, performing Quarterly Business Reviews, and much more. Some of you may even be asked to [...]

23 May, 2017

Net Promoter Score Improvement Plan

By | 2017-07-06T14:58:45+00:00 May 23rd, 2017|Net Promoter Score|

If your Net Promoter Score survey program has stalled, you’re not alone. We often receive inquiries from companies frustrated at the lack of progress made when it comes to prompting leaders across the business to take the necessary actions that will ultimately increase customer loyalty and, with it, the company’s Net Promoter Score. Many times, [...]

15 November, 2016

How B2B Companies Can Gather Competitive Intelligence

By | 2017-12-06T15:25:23+00:00 November 15th, 2016|Best Practices, Sales Effectiveness|

From how competing companies are viewed by your target market to how industry leaders pitch products and services, successful B2B companies build a competitive edge by seeking to understand their competition. For some companies, this is as straightforward as following twitter accounts, dissecting industry news, or reading competitor blogs. For others, it may take on [...]