About Heather Timney

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So far Heather Timney has created 45 blog entries.
24 January, 2019

EdTech: Cultivate Customer Experience to Survive Longer than a Semester

By |2019-01-29T13:40:33+00:00January 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+00:00December 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 [...]

28 November, 2018

How to Generate Referrals from Existing Customers

By |2019-04-23T15:04:13+00:00November 28th, 2018|Categories: Sales Effectiveness|

  Throughout the buyer’s journey, business leaders are vetting your company by seeking validation from peers they trust. They are combing through review sites. They are soliciting recommendations on LinkedIn. And, they are asking for feedback during networking events. What do your customers share about their experiences with your company? The numbers speak for themselves: [...]

17 October, 2018

Five Tips to Recharge Your Net Promoter Score Program

By |2018-10-18T09:41:33+00:00October 17th, 2018|Categories: Net Promoter Score|

Budget season and annual planning is here again. That means you are likely evaluating the progress you’ve made over the past year and whether you’ve realized expected outcomes. Now is also the time when many company leaders assess their Net Promoter Score program. What is the first thing that comes to mind? If it’s not [...]

18 September, 2018

How to Improve Your Employee Net Promoter Score

By |2018-09-18T15:17:28+00:00September 18th, 2018|Categories: Employee Engagement|

Rather than finding out how employees feel about working for your company at the water cooler, why not go directly to the source and ask? A measurement tool like Employee Net Promoter Score (eNPS) is a simple yet informative way to measure and improve employee loyalty and engagement. What’s more, insights the survey uncovers can [...]

5 September, 2018

The Importance of Measuring the Customer Experience

By |2018-09-05T09:44:21+00:00September 5th, 2018|Categories: Customer Experience|

“If you can’t measure it, you can’t manage it,” said Peter Drucker, a well-known management consultant and educator who delved into the nucleus of businesses for them to operate optimally. When thinking of optimal business practices— and therefore, success— you may initially consider things like amazing products, friendly employees and value-driven sales. Do any of [...]

28 August, 2018

How to Ensure Your Sales Win Loss Program Delivers Value

By |2018-08-29T13:49:03+00:00August 28th, 2018|Categories: Sales Effectiveness|

When we speak to sales leaders, there is one learning technique many cite as the single most important method of closing sales: taking time to understand the context in which your prospects make decisions. What’s the best way to do accomplish this? It starts with a Sales Win Loss Analysis. First, What is a Sales [...]

9 July, 2018

3 Methods to Calculate Your Net Promoter Score in B2B Companies

By |2018-07-10T08:56:54+00:00July 9th, 2018|Categories: Net Promoter Score|

Net Promoter Score (or NPS) has long been recognized as a powerful tool for organizations to assess customer satisfaction and loyalty, and it’s easy to see why. Studies by creator Fred Reichheld determined the “likely to recommend” question had the strongest statistical correlation with repeat purchases and referrals—a key component to the long-term success of [...]

11 June, 2018

How to Encourage Employees to Deliver Exceptional Customer Experiences

By |2018-06-12T09:26:09+00:00June 11th, 2018|Categories: Employee Engagement|

Socializing customer sentiment across the organization and making it a regular part of the conversation is an important ingredient for any successful customer experience program. It can help Sales understand the value drivers that resonate most with customers and it can help Product Development prioritize roadmap initiatives. We go more into the topic in this [...]

9 May, 2018

How Customer Feedback Should Be Shared

By |2018-05-09T14:47:32+00:00May 9th, 2018|Categories: Customer Experience|

Here’s a question for you: Who in your organization receives the results and feedback from your Voice of the Customer program? The C-Suite? Your customer service or customer success team? If your answer isn’t “everyone,” you are shortchanging your Voice of the Customer (VoC) program—and the potential return on investment. The benefit of a well-executed [...]