28 July, 2021

What is the biggest risk your Customer Experience program can pose to your business?

By |2021-07-29T09:09:30-07:00July 28th, 2021|Categories: Customer Experience|

It’s an interesting question because most people don’t think about a Customer Experience (CX) program in terms of risks. As many studies have demonstrated, a company-wide focus on delivering a strong customer experience at every touchpoint will often have very positive effects on a business. These include higher customer retention, repurchase, and renewal, as well [...]

10 June, 2021

Do B2B Customer Referral Programs Work?

By |2021-06-10T10:15:42-07:00June 10th, 2021|Categories: Customer Experience|

Skim your inbox today and you might find a message from a company that does business with you asking for help in the form of a referral request. This is because there are so many benefits of generating leads from existing customers, not the least of which is that it can significantly bolster sales results. [...]

13 May, 2021

How to Design a Survey for a B2B Audience

By |2021-05-13T14:24:24-07:00May 13th, 2021|Categories: Customer Experience|

Gathering insights in the business-to-business (B2B) world is markedly different from asking consumers to rate their experience. To put the difference in context, decision-making likely feels much more complex and collaborative at work than in your personal life. Likewise, stark differences exist when collecting competitive intelligence or deciphering reasons that particular customers stay or churn. [...]

29 January, 2021

Guide Customer Success Teams to Successfully Close the Loop with Customers

By |2021-02-01T14:41:04-07:00January 29th, 2021|Categories: Customer Experience|

I think we would all agree - customer surveys are everywhere. Despite such prolific use of surveys as a central component of customer experience programs, many B2B companies are failing to maximize their return on investment. This happens because few capitalize on the feedback in such a way that it resonates with customers and enhances [...]

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 [...]

19 October, 2020

What to do with Customer Feedback

By |2020-10-20T07:49:09-07:00October 19th, 2020|Categories: Customer Experience|

I recently posed this question on LinkedIn: Who in your organization receives the results and feedback from your Voice of the Customer program? The conversation it sparked among my peers was enlightening but it was the response from our client that I found to be most valuable for my network. As the Vice President of [...]

5 October, 2020

3 Ways to Maximize the Value of Open-Ended Responses from Customer Surveys

By |2020-10-05T15:06:06-07:00October 5th, 2020|Categories: Customer Experience|

In my previous article on verbatim feedback, we explored some of the ways you can organize and systematically analyze open-ended feedback collected from your B2B customer surveys. Whether you leverage a text-analytics tool or read and code all free form responses manually, maximizing the value derived from this rich insight depends on what you do next. [...]

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 [...]

15 September, 2020

Tips to Analyze Open-Ended Responses from Customer Surveys

By |2020-10-05T14:59:02-07:00September 15th, 2020|Categories: Customer Experience|

There is a lot of literature and opinion out there when it comes to evaluating customer sentiment collected from your surveys in a B2B environment. From Net Promoter Score (NPS) to Customer Satisfaction (CSat) to Customer Effort Score (CES), there is almost no end to the information available on how to measure, analyze, and report [...]

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