Process

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,…

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…

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…

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,…

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…

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…

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…

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,…

Metrics can define an organization’s culture and operational style. They’re also a key component of how contact center teams are evaluated. But the pandemic has forced individuals and companies to rapidly change how they live and work, and leading organizations are reorienting their customer experience efforts to better meet their customer’s needs. The shift in priorities naturally calls for a realignment on how success is measured. According to a recent survey of enterprise contact center leaders across various industries, these are the…