“Soft skills” have traditionally been undervalued, and that’s slow to change. But more companies are realizing their worth. And even if the skills themselves are difficult to quantify (how much more likeable is Job Applicant A than Job Applicant B?), their effects aren’t. The soft skills CX professionals possess directly affect metrics like: Net promoter […]
Blended AI will Improve Customer Experience (CX), But Keep It Human
“We believe that in 2018, the use of blended AI will help improve sales outcomes and reduce customer servicing costs. But, there are implications.” – Forrester When it comes to delivering prompt, effective service to customers, human customer support agents have their limitations. For example, for all but the biggest multinational companies, customer service isn’t […]
CMOs: Don’t Get Replaced by a Growth Marketer in 2018 – Become One
What is “Growth Marketing” and why should CMOs be gunning for a job title change in 2018? It’s not just a shift in nomenclature, it’s filling an important success gap for both companies and consumers. In short – growth marketing is the future. Those who adapt fastest will be poised to succeed, while those who […]
Customer Feedback Survey Methods are Changing Dramatically – This is How to Keep Up
Customer feedback is having a renaissance of sorts – it’s always been “important,” but never has it been so sought after or so foundational to fast-growing businesses. It’s the cornerstone of such methodologies as The Lean Startup and Jobs to be Done, and vital to finding product/market and problem/solution fit. Established companies are also going […]
CES: New Ways SaaS Companies are Using Customer Effort Score
Effort. We’re taught to praise it, get really good at avoiding it, and really, would rather do without it. Effort is hard and uncomfortable. As human beings, we’ve designed incredible digital tools to reduce effort as much as possible. Today, “user-friendly” isn’t just a selling point anymore, it’s become a basic expectation among customers – […]
Tips on Improving Customer Experience from Six CX Experts
Why is Customer Experience becoming the primary way companies differentiate themselves in an increasingly crowded market? How does CX pave the way for growth? How do you measure it accurately (and actionably) – and how can you leverage customer feedback for happier customers, more referrals, and more sales? We asked all of these questions and […]
The Customer Journey Mapping Guide to Getting Started
A customer journey map is a diagram of all the places customers come into contact with your brand, online or off. Each of these touchpoints influences the customer, and by analyzing customer behavior, feelings and motivations around each touchpoint, you can begin to identify opportunities to establish more positive relationships by giving customers what they […]
Customer Experience Quotes from Experts on the Cutting Edge
“Customer experience” is a phrase that is generating increasing amounts of buzz. It’s grown from a philosophical understanding of the effect of customer/brand interactions into a metric to track, a goal to obtain. We’ve collected customer experience quotes, definitions and statistics from industry sources to help you understand the power of improving CX. What is […]
The Loyalty Metric: A Brief History of Net Promoter Score and How to Use it in Practice Today
More than two-thirds of the Fortune 1000 list currently use Net Promoter Score, a customer loyalty metric introduced by Fred Reichheld in a 2003 Harvard Business Review article, “The One Number You Need to Grow.” One number. And to get to that one number, you only have to ask one question: “On a scale of […]
How to Start a Customer Success Program from Scratch
If your SaaS company hasn’t leapt on board the Customer Success train yet, it’s likely due to “focusing on other things,” or “we don’t have the budget for that right now.” But prioritizing Customer Success pays big dividends in returning revenue – so much so that it’s gaining the reputation as the ultimate growth hack. […]
