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. […]
8 Innovative Ways to Use CX Metrics to Create Unbeatable Customer Experience
What we call Customer Experience (CX) is the total effect of each interaction between brand and customer over the course of the entire relationship (and it’s really all about how they feel). Positive feelings = effective CX, whether the interaction happens in a SaaS product, on a social media page, a website, over the phone, […]
Why Setting Expectations is a Customer Success Must
Most customer success articles you’ll read talk about helping customers reach their ideal outcomes – ideal outcomes are the most important thing, the very job description of customer success. But there’s another job that comes before ideal outcomes, one which, if done poorly, will result in churn even if ideal outcomes are achieved. Setting expectations. […]
Product Managers: Why You Should Include Customer Success Milestones In Your User Flows
As a Product Manager, you develop user flows to chart how customers move from signup to successfully using your SaaS product. Your colleagues in Customer Success are doing the same thing — mapping a flow of customer milestones to success. But “success” can mean different things to PMs and CSMs. And, while both teams employ […]
Top 10 Myths about Customer Success — Busted!
We’ve seen so many myths out there about how best to do Customer Success, propagated by well-meaning CSMs and business owners who are trying to translate what worked for them into what will work for you. And we’ve also seen advice that may have worked in the past, but is obsolete for 2017. We’ve rounded […]
