About Heather Timney

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So far Heather Timney has created 50 blog entries.
5 September, 2018

The Importance of Measuring the Customer Experience

By |2018-09-05T09:44:21-07:00September 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 [...]

9 July, 2018

3 Methods to Calculate Your Net Promoter Score in B2B Companies

By |2018-07-10T08:56:54-07:00July 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 |2018-06-12T09:26:09-07:00June 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 |2018-05-09T14:47:32-07:00May 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 [...]

19 January, 2018

Customer Satisfaction Survey Data Cleansing: When Is It Justified?

By |2018-03-21T15:22:37-07:00January 19th, 2018|Categories: Customer Satisfaction|

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 |2018-03-21T15:24:24-07:00December 7th, 2017|Categories: Customer Experience|

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 |2018-03-21T15:25:18-07:00November 20th, 2017|Categories: Customer Experience|

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 |2018-03-21T15:25:35-07:00November 14th, 2017|Categories: Customer Satisfaction|

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 |2020-02-11T09:47:11-07:00October 27th, 2017|Categories: 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 [...]