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 And we’ve also seen advice that may have worked in the past, but is obsolete for 2017.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 […]
There is a Correlation between CX and Revenue Growth – and Here’s the Data to Back It Up
“Our conclusion: superior CX drives superior revenue growth.” – Harley Manning, Forrester “Customers who had the best past experiences spend 140% more compared to those who had the poorest past experiences” – Peter Kriss, Harvard Business Review There is a lot of chatter happening in business circles about customer experience (CX) as a growth engine. […]
2017 Trends in CX: Expert Advice for Marketing, Customer Success and Customer Support
As we enter 2017, what trends are shaping how companies are treating Customer Experience (CX)? What obstacles, challenges or blind spots will Marketing, Customer Success and Customer Support leaders likely run into when trying to improve CX? And, how can they do CX better? These are the questions we asked people who live, breath and […]
Don’t Underestimate the Power of Emotion to Drive Customer Loyalty
Emotion is coming to the forefront of Customer Experience (CX) management, not because it’s warm and fuzzy, and not because leveraging feelings is devilishly manipulative, but because when you use emotion to drive your CX efforts, it becomes a powerful differentiator. More companies are getting better at the functional basics of customer experience, like responding […]
The Real Pros & Cons of Net Promoter Score
I’m biased – I like the Net Promoter Score system, and I’m going to tell you why (in a minute). But, I also think we need an unbiased perspective on NPS, one that airs the dirty laundry, so to speak. Net Promoter Score is both a customer loyalty metric and a system for improving loyalty […]
