15 June, 2020

Is it Useful to Benchmark Your Net Promoter Score?

By |2020-06-16T06:59:41-07:00June 15th, 2020|Categories: Net Promoter Score|

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 [...]

10 June, 2020

How to Get Maximum Responses to Your Survey

By |2020-06-11T12:45:30-07:00June 10th, 2020|Categories: Best Practices|Tags: , |

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 [...]

22 May, 2020

The Value of Strong Customer Relationships

By |2020-05-22T08:54:02-07:00May 22nd, 2020|Categories: Customer Experience|Tags: , |

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 [...]

7 May, 2020

5 Precursors to Customer Churn

By |2020-05-07T07:40:29-07:00May 7th, 2020|Categories: Customer Churn|Tags: |

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 [...]

20 April, 2020

Don’t lose sight of the Internal Customer Experience

By |2020-04-30T07:49:37-07:00April 20th, 2020|Categories: Employee Engagement|

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 [...]

6 April, 2020

Why Encouraging Social Goodwill Cultivates Employee Engagement and Improve Customer Experiences

By |2020-04-30T09:10:40-07:00April 6th, 2020|Categories: Company Culture|Tags: |

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 [...]

30 March, 2020

In-depth Interviews: What B2B Leaders Need to Know

By |2020-04-30T09:10:59-07:00March 30th, 2020|Categories: Competitive Intelligence|Tags: |

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 [...]

11 March, 2020

How do you Analyze your Competitors?

By |2020-04-30T09:09:52-07:00March 11th, 2020|Categories: Competitive Intelligence|Tags: , |

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 [...]

18 February, 2020

The Best Workplace Perk Is Giving Your Employees a Voice

By |2020-04-30T09:13:58-07:00February 18th, 2020|Categories: Employee Engagement|Tags: |

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 [...]

12 February, 2020

5 Considerations For Your B2B CX Program In 2020

By |2020-04-30T09:17:07-07:00February 12th, 2020|Categories: Customer Experience|

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 [...]