168: CXChronicles Podcast 168 with Abby Hammer, Chief Customer Officer at ChurnZero

Hey CX Nation, In this week's episode of The CXChronicles Podcast #168 we welcomed Abby Hammer, Chief Customer Officer at ChurnZero. ChurnZero is Customer Success software for growing SaaS and subscription businesses. Their platform is designed to integrate with CRM systems and tightly into an application or service. In doing so, ChurnZero (1) helps businesses understand how their customers use their product, (2) assesses their health and their likelihood to renew, and (3) gives the business the means to automate…

Read More

167: CXChronicles Podcast 167 with Chuck Frydenborg, CEO at MarketMuse

Hey CX Nation, In this week's episode of The CXChronicles Podcast #167 we welcomed Chuck Frydenborg, CEO at MarketMuse. MarketMuse uses AI to accelerate content planning, creation and optimization. The MarketMuse platform identifies content quality issues on your site and builds blueprints that show you exactly how to write to cover a topic comprehensively. Publishers, content creators and e-commerce managers use MarketMuse to realize improvements in search performance. This is yet another potential tool that customer focused business leaders can…

Read More

How You Can Measure Churn, Retention & Revenue To Help Grow Your Business

The concepts of “churn”, “retention” and “revenue” are paramount in any company, and they certainly are ever present in the mind and concern of any customer success team and of the sales departments. That’s because the measure of these factors are foundational evidence as to whether your organization is set up for long term success, and whether your customers are happy with your products and services. In the business of SaaS, churn, retention, and revenue are critical factors in measuring…

Read More

Constructing Your Voice of Customer Program For Your Company

Voice of the Customer (VoC), a term coined by Abbie Griffin and John R. Hauser in a 1993 MIT paper, is a statement of your customers’ experiences, feelings and expectations regarding your brand. To capture VoC, brands gather data from and about customers through reviews, surveys, interviews and metrics. They then use this information to fuel their understanding of customers’ desires, expectations, preferences and needs related to their brand, offerings or industry. The data gathered lets companies align products and…

Read More

166: CXChronicles Podcast 166 with Bill Staikos, SVP Industry Solutions at Medallia

Hey CX Nation, In this week's episode of The CXChronicles Podcast #166 we welcomed Bill Staikos, Senior Vice President of Industry Solutions at Medallia. Medallia is the pioneer and market leader in experience management.  Bill leads the Industry Solutions team globally,  they work each day towards bringing deep domain expertise across industries, and in specialty areas including. Analytics/AI/ML, Employee Experience, Digital and Contact Center to help their clients win through customer & employee experience, no matter their level of maturity….

Read More

Building An Effective Customer Feedback Loop For Your Business!

Among the many critical tools and processes utilized to ensure excellent customer experiences and customer success, none has the breadth and depth of challenging a company potential, as well as the value and power of improved company results with an effective Customer Feedback Loop process or Voice of Customer task force.  WHAT IS A CUSTOMER FEEDBACK LOOP? Customer Feedback Loop is the constant cycle of mutual interactions between the customer and the company, where feedback is encouraged and received; it…

Read More

165: CXChronicles Podcast 165 with Aaron Biggs VP of Revenue at Deft

Hey CX Nation, In episode #165 of The CXChronicles Podcast we welcomed Aaron Biggs, Vice President of Revenue at Deft based in Chicago, IL. The Deft team humanizes technology. By actively listening to their clients, learning and collaborating to develop tailored solutions that perfectly fit their customer needs. Deft also designs, builds, operates, secures, and scales unique technology solutions with a singular purpose: to deftly deliver on the promise of technology for their customers.    In this episode Aaron and…

Read More

Customer Success vs. Customer Support: WTF is the Difference?

Customer Experience is an overarching commitment within any company, and is the most critical investment to ensure any company’s future success. Customer Experience, however, is based and relies on a number of vital components, strategies, and activities that require working harmoniously in support of each other to achieve the ultimate goal of a successful customer experience. Customer Support and Customer Success are two of the most vital strategies, components, and organizational systems that contribute to the overall Customer Experience.  They…

Read More

164: CXChronicles Podcast 164 with Will Haire, CEO & Founder at BellaVix

Hey CX Nation, In episode #164 of The CXChronicles Podcast we welcomed Will Haire, CEO & Founder at BellaVix based in Cary, North Carolina. BellaVix is a marketplace management agency helping retail brands systematically multiply sales and achieve category domination with the aim to grow sales on Amazon and Walmart.  In this episode Will and Adrian chat through how BellaVix tackles The Four CX Pillars: Team,  Tools, Process & Feedback + share some of the tips & tricks that have…

Read More

163: CXChronicles Podcast 163 with Nick Francis, Co-Founder & CEO at Help Scout

Hey CX Nation, In episode #163 of The CXChronicles Podcast we welcomed Nick Francis, Co-Founder & CEO at Help Scout based in Boston, MA. Help Scout is designed with your customers in mind. Provide email and live chat with a personal touch, and deliver help content right where your customers need it, all in one place. The customer experience is simple and training staff is painless, but Help Scout has all the powerful features that you need to provide great…

Read More