26 August, 2019

Why VC Communities Should Include a Customer Experience Expert

By |2019-08-26T14:00:10-07:00August 26th, 2019|Categories: Customer Experience|

The number of Venture Capital firms shining a spotlight on customer experience with their own portfolio companies is on the rise. And given the recent conversations we’ve had with several Venture Capital (VC) and Private Equity (PE) firms, we know this trend isn’t going away anytime soon. More VC firms are embracing the “community” approach [...]

12 March, 2019

How to Scale Your Customer Experience Efforts as Your Business Grows

By |2019-07-17T14:43:24-07:00March 12th, 2019|Categories: Customer Experience|

In 2014, Gartner stated that customer experience would be the “new battleground” for companies to compete on. That prediction still holds true today as study after study confirms that customers will pay more for good customer experiences, and loyal customers reward good customer experiences by buying more and spreading the word to their network. But [...]

24 January, 2019

EdTech: Cultivate Customer Experience to Survive Longer than a Semester

By |2019-01-29T13:40:33-07:00January 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 [...]

2 January, 2019

Five US-Based Conferences Customer Experience Professionals Should Consider in 2019

By |2019-01-02T10:34:48-07:00January 2nd, 2019|Categories: Customer Experience|

In today’s digital world, it’s incredibly easy to find helpful resources and how-to guides that enable us to succeed in our roles with just a few keystrokes or taps on our smartphones. With that said, experiential learning and in-person connections are still as important as ever, especially for customer experience professionals. Which is why attending [...]

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 [...]

24 July, 2018

Fireside Chat: RESULTS.com Discusses the Modern Strategic Plan

By |2018-07-24T14:54:39-07:00July 24th, 2018|Categories: Customer Experience|Tags: |

RESULTS.com is a business management platform that has helped over ten thousand businesses execute their strategy. We sat down with Stephen Lynch, award-winning author of Business Execution for RESULTS and President of RESULTS.com to discuss how companies can streamline their business goals and successfully carry out their strategic plans. Evan Klein: Tell us about the [...]

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 [...]

2 April, 2018

Fireside Chat: Natero Shares Tips for Customer Success

By |2018-04-03T10:00:43-07:00April 2nd, 2018|Categories: Customer Experience|Tags: , |

Natero helps Customer Success Managers reduce churn, increase expansion, and manage more accounts. We sat down with CEO, Craig Soules, to get his thoughts on how Customer Success Managers can deliver real value. Read our interview: Evan Klein: How has the Customer Success industry changed since Natero was first founded in 2012? Craig Soules: The [...]

26 March, 2018

Fireside Chat: Command Alkon on Creating a Customer-Centric Culture

By |2018-03-27T09:37:40-07:00March 26th, 2018|Categories: Customer Experience|Tags: |

For Command Alkon, gathering customer feedback on the direction of the company and its efforts for delivering an A+ customer experience is a top priority. To keep the focus on customers, the company partnered with Satrix Solutions to manage its Voice of the Customer (VoC) program. Here's our interview with Leo Marthe, Director of Customer Success, [...]

4 January, 2018

The Inexpensive Survey Tool – Good or Bad for Corporate Research?

By |2018-03-21T15:23:35-07:00January 4th, 2018|Categories: Customer Experience|

When SurveyMonkey was founded in 1999 its availability ushered in a new chapter in customer research. No longer were companies solely reliant on expensive research firms to field customer satisfaction or market research surveys. Naturally, the DIYer fell in love with the tool since it was free and relatively easy to use. Within just a [...]