This guest post was contributed by Amy Etheridge, the Head of Customer Advocacy at MindTouch. She has 20 years of experience in software, including marketing, sales, success, and support. She is dedicated to understanding the holistic customer experience. As the Head of Customer Advocacy at MindTouch, I spend a lot of time digging into our customer […]
Success
Using Industry Benchmarks to Set a Good Net Promoter Score (NPS) Goal
“What grade did you get?” Do you remember getting asked that question in grade school? Or maybe you were the one asking it? Humans like to know how they’re doing compared to everyone else. This carries over into customer experience as well. At Wootric, we advise companies on setting up an effective Net Promoter Score […]
Top CX Survey Use Cases for Integrating Wootric and Intercom
In case you missed it, customers’ expectations have changed. The way we communicate with them has changed, and Intercom users are leading the way. Customers and prospects like communicating via Intercom chat. It’s efficient, modern, and conversational. Integrating a customer feedback program with Intercom takes customer experience to the next level. Having all your customer […]
5 Ways to Break Down the Data Silos that Hurt Customer Experience
Do you have a data silo problem? Do customers complain of having to explain everything about their business to sales, and then to customer success, and then again to customer support? Is customer support hearing about the same issues, over and over again, that aren’t being addressed by product? Those are just two of the […]
5 Sneaky Biases That May Affect Your Customer Insight Analysis
Data is the beating pulse of business, but customer data is more like DNA. Customer data, if we’re using it right, directs how we grow and what we develop. But what happens if that customer data becomes corrupted by our own bias? We can’t grow or develop in the ways we need to. But what […]
“Choice Overload”: Is Your Customer Onboarding Overwhelming? (Find Out Fast)
Starting the post-sale relationship off right is key to customer retention. While this can’t be emphasized enough, with regards to onboarding, be careful not to mistake giving customers more choices and information for a better process. Too Many Options May Overwhelm Customers Chances are that your sales team pulled out all the stops to attract the […]
The Easiest Way to Improve Customer Onboarding: Measure Customer Effort
Putting off changes to your onboarding process is too tempting. Where do you find the time to overhaul the entire process and where do you even begin? It feels like a monumental task that will take ages to do properly. While it may seem daunting, there is a simple, quick step you can take to […]
Build vs Buy Customer Feedback Software: Making the Best Decision for a Survey Tool
Should enterprises build their own customer feedback software? After all, they’ve got the engineering talent and resources to take it on. If you’ve got the resources to do it, creating such tools can be tempting, but more often than not, these solutions are trouble to build and maintain. Why Companies Choose to DIY Forget “to […]
Customer Success Analyst: When to Hire Someone Dedicated to the Data
The Customer Success Analyst has evolved to be the go-to person for all the data – or as Marketo put it in their Linkedin job ad, “the primary deliverable of the Customer Success Decision Analyst is to convert our Customer Success operation at Marketo into a highly data-driven business where we can measure, analyze and […]
Internal Communication Tips & Tools for Customer Success Managers
Customer Success is the friendly face of personal customer relationships, but as the saying goes, it takes a village to build customer loyalty. Communicating effectively with management and all the other functional teams empowers you to build the best relationship you can with your customers. We’ve gathered up some tips and tools for internal communication. […]
