Why Customers Churn
Oversimplification of Churn
There seems to be a growing segment of “experts” striving to reduce complicated situations into overly simple constructs. I’ve read a few customer experience (CX) related...
Posts about Customer Experience (3)
What Is A B2B Customer Satisfaction Survey
A Customer Satisfaction Survey is one of the bests ways to measure the level of satisfaction customers have with your company and products/services, as well as uncover which customers may be unhappy,...
Qualitative Research in Customer Experience: When it’s better than Quantitative
Is your company thinking about:
• Changing your customer service or support model?• Refining your product offering?• Developing a new solution?• Evolving your messaging and positioning?
What Is A B2B Churn Analysis Program?
A customer churn analysis is market research that highlights risks to existing revenue and opportunities to prevent future defection. It is research best conducted by a third-party expert so former...
What Is A Sales Win-Loss Analysis?
A B2B Sales Win-Loss Analysis is research best conducted by a third-party expert so prospective buyers can share candid feedback on the real reasons they selected a company after evaluation. Detailed...
What Is A Net Promoter® Program?
Companies that nurture customer loyalty are often rewarded with customers that engage in behaviors directly linked to profit, such as reduced churn, increased share-of-wallet, and more referrals. A...
How To Increase Survey Response Rates
Have you heard someone utter that statement or even proclaim, “I never respond to surveys”? If, like me, you’re in a Customer Experience (CX), Customer Success, or Research-related role, I imagine...
A Mature Customer Experience Program is a Business Imperative in 2022
Over the past two years, organizations have faced new challenges in attracting and retaining customers: an entirely new business environment and culture, threats of ongoing inflation, labor & supply...
Why In-Depth Phone Interviews Should Be Part of your CX Strategy
In-depth Phone Interviews offer tremendous value to B2B organizations that want to better understand the “why” behind the user experience.
How to Excel at Customer Onboarding
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...