Four Ways Your SMB Can Improve Your Customer Service

By Adrian Brady-Cesana Creating a great customer service strategy is more important now than ever before. Studies have evidenced that  89% of consumers have switched to doing business with a competitor after one bad customer service experience! The good news is that improving your customer experience doesn’t have to break the bank. These are four of the best cost-effective strategies to improve your customer service and build your brand loyalty. This all starts with actually knowing who your customers are,…

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Leveraging Your Customer Data

8 CUSTOMER DATA ANALYSIS  BEST PRACTICES, AND A WINNING SOLUTION FOR CUSTOMER DATA MANAGEMENT By Adrian Brady-Cesana Customer data analysis is all about getting a better understanding of who your customer is at a 1:1 level through data.  By engaging in customer data analysis, your brand is committing to collect and scrutinize large volumes of data to paint a clear picture of each individual customer (their demographics, behaviors, preferences, intentions, etc.) so smarter business decisions can be made.  WHAT CUSTOMER…

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Customer Success Blueprint As Your Business Scales

There are a number of great Customer Success (CS) frameworks available for implementation, which outline the core building blocks that Customer Success teams need. This blueprint, however, is based on a model which, while it is not a major divergence from these approaches, emphasizes the cyclical nature of this framework. You really need to approach Customer Success with the mindset that your work is never done! It doesn’t change when you move into leadership. You need to continue to modify…

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14 Ways To Improve Your Employee Experience or EX

Study after study has proven that the most successful companies put as much effort into creating a workplace environment where employees feel safe, happy and motivated as they do into attracting long-term clients and customers. When employees enjoy their jobs, they arrive at work each day feeling energized and driven to share their best ideas and perform to the best of their abilities.  Here are 14 critical ways to improve your company’s employee experience, which will ultimately boost retention rates…

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10 Ways To Leverage The Power of Customer Segmentation

CUSTOMER SEGMENTATION: 10 POWERFUL METHODS  UTILIZING CUSTOMER BEHAVIOR DATA By Adrian Brady-Cesana Effective Customer Segmentation is an absolute must and is integral to any enterprise  success today. However, many companies fail to derive the powerful impact of this process because they are still using traditional segmentation approaches, without leveraging the breath of customer data and advanced analytics techniques available today. And that’s because they are not using a modern behavioral segmentation approach. Traditional segmentation focused mainly on who customers are,…

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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…

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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…

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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…

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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…

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Customer Focused CEOs To Pay Attention To

In an increasingly digital world, it’s never been more important for brands to provide customer-centric experiences. It’s not enough to have a good product. How customers are able to use it is just as vital. Modern customers expect convenience, efficiency, and that brands listen to them. Without an effective feedback loop, products are changed without a true idea of whether it’s what customers want or need.  However, being able to utilize digital technology so as to adapt your CX to…

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