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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6 Ways To Increase Your Customer Life-Time Value

The way that a brand goes about calculating and improving the value of its retained customers can make a big difference in how its repeat clientele impacts its bottom line. WHAT IS CUSTOMER LIFETIME VALUE? (CLV) It simply is the total financial value or worth of a customer to a business over the entire length of their relationship. That is why this Value is at the basis of the classical business concept that retaining a customer is significantly more valuable…

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Customer Centric Leadership Is The New Growth Indicator To Invest In

A newly researched Customer Experience Maturity Scale finds that companies that are using best practices in customer service and support, drive dramatically better success and agility outcomes, especially following the impact of Covid-19 pandemic.  This global study, initiated by Zendesk Inc. in partnership with Enterprise Strategy Group found a clear link between organizations investing in CX, with more mature customer experience capabilities, and improved business success in areas such as market share, increased customer spend, and pivoting processes over the…

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CX/CS Metrics To Drive Scale & Efficiency

Our new economy, both before and after our Covid-19 global experience, is more than ever based on digital, hyper-connected, and knowledge-sharing flows of transactional and interactional activities and opportunities.  In this new world, emerging customer experience imperatives are ushering a new generation of service metrics that go way beyond the traditional indicators of customer success. In addition, the use of artificial intelligence (AI) to manage customer service programs is helping companies bolster their relationships with all their various stakeholders: customers,…

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Tips for building a Customer Success Team

By Adrian Brady-Cesana Most small or medium size companies have at least some rudimentary components of Customer Service investments and tools into their organizational systems. And some have truly made significant investments such as in major designs, SaaS software, or automated interactive channels. All such Tools are not only invaluable but often necessary.  And yet,  as I always emphasize – and as I explain extensively in my Book “The Four CX Pillars to Grow your Business Now” – no matter…

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