With summer in full swing and many employees gearing up to take well-deserved breaks, how can business leaders ensure nothing slips through the cracks? If a company already has people out on leave to deal with illness, bereavement or welcome a new family member at the same time a number of team members go on vacation, a “lean” operation can start to struggle. This can affect not only the morale of team members who are still around, keeping things running,…
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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,…
Read MoreLeveraging 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…
Read MoreCustomer 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…
Read More14 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…
Read More10 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,…
Read MoreHow 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 MoreConstructing 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 MoreBuilding 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 MoreCustomer 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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