15 October, 2021

Why In-Depth Phone Interviews Should Be Part of your CX Strategy

By |2021-10-15T13:02:11-07:00October 15th, 2021|Categories: Customer Experience|Tags: , |

In-depth Phone Interviews offer tremendous value to B2B organizations that want to better understand the “why” behind the user experience. As a one-to-one conversation with key decision-makers, In-depth Phone Interviews help you obtain richer insights into everything from key buying criteria to discovering underlying frustrations leading to customer churn. While it can be challenging to [...]

31 August, 2021

How to Excel at Customer Onboarding

By |2021-08-31T09:11:23-07:00August 31st, 2021|Categories: Customer Experience|

Throughout the customer lifecycle, there are many defining moments. However, few would argue that one of the more critical moments of truth is during that all-important implementation phase. This is where customers can experience a lot of pain and frustration because expectations and promises are not met, hindering your ability to recognize revenue quickly. But [...]

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 [...]

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