Net Promoter Score (NPS) benchmarking presents an interesting challenge for many business leaders. On one hand, executives value information about their organization’s performance and how they compare to other companies in their industry. On the other, trying to rank order the competition on a metric like NPS can be very tricky business. Collectively, we have [...]
As customer experience consultants for B2B companies, we’ve heard from many business leaders who have struggled to get customers to respond to their survey requests. This is problematic for many reasons. After all, how can you create the experiences which will establish advocates for your products and services if you don’t have feedback from your [...]
Around the world, folks are beginning to emerge from isolation protections. Many are trying to do all they can to make successful business decisions in an unknown and complicated environment. People are anxious. They feel disconnected. And businesses are facing tough decisions. The anxiety we feel about what the future holds can overwhelm us, leading [...]
When software companies are seeking efficient ways to manage customer churn, some choose to monitor the health of their book of business by reviewing a few efficiency and productivity based metrics. These often help managers and leaders plan workload, identify top performers, strategically identify upsell opportunities, and get alerted to potential churn risks. Tracking metrics [...]
Are you losing sight of the employee experience? As the stock market takes a tumble, companies are more concerned than ever about closing every deal and capitalizing on every ounce of revenue. This has led many business leaders to focus on what they view as most important: retaining current customers. Therefore, they are examining customer [...]
More than ever, businesses are being asked to play a central role in tackling complex societal challenges. To make a meaningful impact, employee and customer engagement are the key. Expanding community involvement among employees and customers provides both a substantive and meaningful impact for the public good and can improve business success. While not the [...]
Online and in-app surveys, focus groups, advisory boards, and user groups can be fantastic methods for gathering valuable customer feedback. Each approach has a place in the overall customer experience strategy for business leaders who rely on customer input to guide important business decisions. However, one method of customer feedback collection that is sometimes overlooked [...]
Read the latest market analysis for your industry. For better or worse, the landscape is likely saturated with dozens of competitors – each promising the latest and greatest. While a crowded industry can signal a strong demand for your products and services, it also means competitors are not just vying for the attention of your [...]
Many of us can still vividly recall the great recession of 2008. Jobs were scarce and the people who remained employed wondered if their pink slip was next. Fast forward to the present day and the employment landscape thankfully looks much different. Today, the need for workers far outweighs the number of viable applicants for [...]
This article was originally published by Gainsight. Over the past few years, appreciation for B2B Customer Experience programs has grown stronger across board rooms thanks to business leaders who have successfully aligned their company’s marketing, sales, and customer success strategies around the needs and preferences of customers. While this shift in mindset is certainly paying [...]
