Zeisler Consulting

AUGUST 14, 2020

Soon I’ll write about Process Engineering and wrap up with notes on what it takes to build and maintain a Customer-centric culture. Folks often simply boil the Voice of the Customer (VoC) down to surveying. You’ve heard of the expression that we need to “meet the Customers where they are” when it comes to our offerings.

Net Promoter Score 93

Net Promoter Score Effort Score Survey NPS 93

SurveySensum

JUNE 24, 2023

According to the Zendesk Customer Service Report 2020 , 80% of customers stop doing business with a company if they experience poor customer service. This shows that the customer is the king and businesses who take their customer service lightly might be at risk of losing customers which inevitably results in loss of business.

Customer Satisfaction 52

Customer Satisfaction Measurement Net Promoter Score Effort Score 52

SurveySensum

JANUARY 25, 2024

These tips are all about using the trust that comes with good customer feedback to turn that satisfaction into great opportunities. Identify Your Biggest Fans When you’re looking for referrals, it’s like finding superheroes in your customer base – the ones who really love what you do. But don’t worry!

How To 52

How To NPS Tips Insurance 52

Beyond Philosophy

JANUARY 19, 2019

This podcast discusses the five areas you can address that will change the results you get with your Customer Experience. With a focus on these five key actions, you will not only improve your Customer Experience, but you can also get a jump on the competition in the new year. Segment your customers into personas.

Net Promoter Score 84

Net Promoter Score Marketing ROI Return on Investment 84

ChurnZero

NOVEMBER 5, 2021

You purchased your Customer Success software with expectations of how it would perform and how your team would use it. For busy Customer Success teams, it can be difficult to pause and reflect on the systems you use to manage your days. The 7-point audit checklist for Customer Success software 1. New problems surface.

Software 52

Software Customer Success Net Promoter Score Exercises 52

Beyond Philosophy

JANUARY 19, 2019

This podcast discusses the five areas you can address that will change the results you get with your Customer Experience. With a focus on these five key actions, you will not only improve your Customer Experience, but you can also get a jump on the competition in the new year. Segment your customers into personas.

Net Promoter Score 80

Net Promoter Score Marketing ROI Return on Investment 80

ChurnZero

NOVEMBER 5, 2021

7-Point Audit Checklist for Customer Success Software. You purchased your Customer Success software with expectations of how it would perform and how your team would use it. But if you want to ensure your Customer Success software keeps working for you, and not against you, it’s a worthwhile exercise to evaluate its performance.

Software 52

Software Customer Success Net Promoter Score Exercises 52

Gainsight

JULY 16, 2021

Have you ever started a new exercise routine? As things begin to open up, people are returning to gyms, yoga classes, and exercise clubs to create a level of health they lost during the COVID-19 pandemic shutdown. Even starting a new exercise regimen takes at least 30 days to make it part of a healthy habit. Your CS Exercises.

Analytics 40

Analytics Strategy Exercises Sports 40

Retently

JANUARY 19, 2023

After all, it means that a company has identified its business niche, has found a profitable market, and has a product that is well-liked by customers – the true Promoters. Another reason why product-market fit is essential is that it helps to create a loyal customer base. Product-market fit (PMF) doesn’t happen overnight.

Measurement 158

Measurement Survey Marketing Effort Score 158

SurveySensum

JULY 4, 2023

According to a recent article, “The five disciplines of customer experience leaders” by Bain & Company , excelling in customer experience can have a significant impact on a company’s revenue. In fact, companies that prioritize customer experience have been found to grow their revenue by 4-8% above their market average.

Customer Satisfaction 52

Customer Satisfaction Strategy Tips Social Media 52

SurveySensum

JULY 4, 2023

According to a recent article, “The five disciplines of customer experience leaders” by Bain & Company , excelling in customer experience can have a significant impact on a company’s revenue. In fact, companies that prioritize customer experience have been found to grow their revenue by 4-8% above their market average.

Customer Satisfaction 52

Customer Satisfaction Strategy Tips Social Media 52

ProProfs Chat

JANUARY 23, 2020

If I were to ask you what is customer value, what would you say? Or any profit you reap from your customers? But, there is more to it than just “profits” and many companies fail to see the effort they need to put in to get good customer value. But how to define customer value? What is Customer Value?

How To 96

How To Net Promoter Score Comparison Self Service 96

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons. In customer experience, as with any other business endeavor, failure to plan is planning to fail.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons. In customer experience, as with any other business endeavor, failure to plan is planning to fail.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. That’s why it’s essential to invest in the people, processes, and technologies that create the most value for your customers and your organization. You don’t know why your customers churn.

Customer Success 90

Customer Success Customer Journeys Resources Touchpoint 90

Pretium Solutions

FEBRUARY 28, 2012

The interviewer, Peter Fader , is the co-director of The Wharton Customer Analytics Initiative and a Professor of Marketing at the Wharton Schoo l. In those cases, companies must be able to read Net Promoter Score or other customer loyalty data, digest it carefully and make the appropriate changes to improve their lowest scores.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Wireless 40

Pretium Solutions

FEBRUARY 28, 2012

The interviewer, Peter Fader , is the co-director of The Wharton Customer Analytics Initiative and a Professor of Marketing at the Wharton Schoo l. In those cases, companies must be able to read Net Promoter Score or other customer loyalty data, digest it carefully and make the appropriate changes to improve their lowest scores.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Wireless 40

Pretium Solutions

FEBRUARY 28, 2012

The interviewer, Peter Fader , is the co-director of The Wharton Customer Analytics Initiative and a Professor of Marketing at the Wharton Schoo l. In those cases, companies must be able to read Net Promoter Score or other customer loyalty data, digest it carefully and make the appropriate changes to improve their lowest scores.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Wireless 40

SurveySparrow

MARCH 18, 2020

Without measuring KPIs, there would be no benchmark and the entire exercise will become directionless. Each of the leads that you get are not necessarily going to be converted into a customer. Cost per lead should be a KPI so that you know how much you are spending on each customer. Customer Lifetime Value.

Sales 52

Sales Management Net Promoter Score Effort Score 52

Education Services Group

MAY 27, 2022

Last week, I listed out some common ideas and practices that we should not spend a lot of time chasing , leaving unanswered questions about what is worth the chase in Customer Success. Whether you’re a Customer Success leader who just came onboard with a new company or have been in the same leadership role for a few decades—do this exercise.

Customer Success 52

Customer Success Metrics Effort Score Customers 52

Gainsight

SEPTEMBER 28, 2020

Build for customer needs versus making product fit customer. Customer Comes First. Many speakers spoke of how product management teams can easily miss out on what the customer really needs. This can create a “leading” conversation as opposed to one that gets to the heart of the customers needs.

Conference 66

Conference Industry Metrics Effort Score 66

ChurnZero

JULY 9, 2020

But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. Sure, you won customers over to get the initial purchase, but what about your post-sale courting? If you are committed to truly helping your customers grow, you need to make them the best at what they do.

Strategy 64

Strategy Marketing Case Study Effort Score 64

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. ChurnZero vRYG panelists included: Sana Farooq , Director of Customer Success, FloQast. Matt Kearns , Sr.

Customer Success 59

Customer Success Company Management Roadmap 59

Talkdesk

JUNE 3, 2016

Customer service and culture are one and the same. Customer service is driven by the culture of the company, and the culture of the company is driven by who you hire. At the end of the day, that’s not why customers buy your service. Engaged crew members provide better service and receive higher customer satisfaction scores.

NPS 40

NPS Culture Exercises Customer Service Representative 40

SurveySparrow

DECEMBER 4, 2019

No matter how big an organization you are, keeping your customers satisfied is pivotal to the existence of it. There have been numerous studies that say how costly it is to get a new customer while it is much easier to make your existing customer use your services. It can drastically change the way you do business.

Survey 90

Survey Hospitality Net Promoter Score Feedback 90

SurveySparrow

JANUARY 24, 2020

Here’s what Bill Macaitis, Slack’s then CMO said about NPS-. I’m a huge believer in NPS. We’re not satisfied if they become a customer. What is NPS? Net Promoter Score is an indicator of customer experience and a predictor of business growth. All it does is ask a simple question to the customer.

NPS 52

NPS Survey Net Promoter Score Feedback 52

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. At the same time, NPS is often a subject of critics and misunderstanding. That makes the NPS of NPS 32.

System 338

System Effort Score NPS Net Promoter Score 338

SmartKarrot

NOVEMBER 19, 2020

Except for the fresh sales, the rest of the revenue streams depend on the kind of relationship you develop with your customers. Relationship management plays a crucial part in deciding the amount of revenue you would generate through a customer. While smaller businesses usually conduct this exercise one or twice a year.

Exercises 10

Exercises Financial Sales Measurement 10

Gainsight

NOVEMBER 18, 2019

More than a quarter of those surveyed are prioritizing CX before the year-end, largely because CX is set to become the most influential factor in customers’ minds as they sort through their options in saturated markets. B2B CX: Beyond customer surveys. We can often use these data sets to infer the customer experience by proxy.

B2B 12

B2B Metrics Measurement Competitive Advantage 12

Kayako

FEBRUARY 13, 2019

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. Do your processes work for 40 customers? What happens to your business when you begin to experience true hypergrowth and you have 40,000 customers to engage?

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

ChurnZero

JUNE 27, 2023

In business, particularly among customer success professionals, it conjures up one key question: how can we do more with less? In my view, an effective digital customer success strategy has four key steps involving: Customer data Customer segmentation Automation A customer journey map 1.

Customer Journeys 52

Customer Journeys Customer Success Strategy Net Promoter Score 52

Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. With a quick Amazon book search, customer service keyword results are north of 100,000. Try it and see. #cx

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Education Services Group

JUNE 14, 2022

You know those Net Promoter Scores (NPS) are only informed by a portion of your customer base and that you aren’t really calculating Monthly Recurring Revenue (MRR) correctly. For example, if you know your NPS data is solid and complete, build a custom report or dashboard for it. The Resolution. That’s okay.

Data 52

Data Customer Success Net Promoter Score Report 52

Help Scout

APRIL 27, 2021

Your relationships with your customers have more in common with relationships in your personal life than you might think. Like the happiness that you derive from being around your friends and loved ones, customer happiness is a product of a lot of time, effort, and learning. What is customer happiness?

Effort Score 135

Effort Score Net Promoter Score Customer Satisfaction Social Media 135

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98