Category Archives: Customer Satisfaction

5 Key Ways to Improve Customer Satisfaction and Boost Retention

Tucker Mathis — February 18, 2020 By listening to customer needs and setting up streamlined ways for customers to interact with your business, you can improve customer satisfaction and boost retention. Small business owners know that the customer is the top priority, but so many tasks demand your time that customer service often gets lost … Continue reading 5 Key Ways to Improve Customer Satisfaction and Boost Retention

Do You Know What Your Customers Really Want? [Infographic]

Jennifer Hanford — January 28, 2020 We can all recall at least one horrible customer service experience in our lives. But how often do we actually “complain” to someone who can turn that negative experience into a positive one? According to a recent statistic, as many as 96 percent of us will say something about … Continue reading Do You Know What Your Customers Really Want? [Infographic]

Pro Tip: The critical and delicate relationship between design thinking and customer empathy

It’s easy to get so caught up in consumer feedback you lose sight of sound business judgment. Greg Heist on December 20, 2019 Achieving customer-centricity involves deeply understanding customer needs and fulfilling them better than anyone else. In turn, design thinking is foundational to staying in sync with customers. That said, it’s one challenge to understand … Continue reading Pro Tip: The critical and delicate relationship between design thinking and customer empathy

3 Resolutions to Convince and Convert Customers in 2020

Liz Papagni — December 19, 2019 Follow @mrktgworx It’s never a bad time to improve your marketing strategies. With a new year just around the corner—and a whole new decade, at that—everyone is making resolutions to better their lives and their businesses. What better time to resolve to increase engagement and action with your customers? … Continue reading 3 Resolutions to Convince and Convert Customers in 2020

Using Customer Satisfaction Metrics: NPS Best Practices

Mia Jacobs — November 27, 2019 There’s a saying in business: if you can’t measure it, it never happened. But how do you measure satisfaction? Luckily, there’s a measure for that, too: customer satisfaction metrics. Customer satisfaction quantifies the degree to which a customer is pleased by a product, brand, or overall experience. If you … Continue reading Using Customer Satisfaction Metrics: NPS Best Practices

What Does the Growth of Advocacy Mean For Customer Success Teams?

Teresa Becker — October 29, 2019 As a CSM or customer success team manager, you’ve probably heard the term ‘customer advocacy’ tossed around a time or two. There’s no denying that this customer engagement trend is here to stay. Although they are true champions of your brand and your product, advocates are definitely shaking things … Continue reading What Does the Growth of Advocacy Mean For Customer Success Teams?

Increase Your Client Profitability: Why Good Decisions Require the Right Time-Tracking Categories

Karl Sakas — June 14, 2019 Follow @KarlSakas — June 14, 2019 Fixing “profit leaks” in client delivery? Good data requires good time-tracking categories. Time tracking—even temporarily—can help you plug Client Delivery “profit leaks” at your agency. But good troubleshooting requires good data. Solution? Use my four baseline time-tracking categories—Billable, Business-Building, Professional Development, and Admin. … Continue reading Increase Your Client Profitability: Why Good Decisions Require the Right Time-Tracking Categories

Customer Success Leading Indicators and 3 Ways to Turn Around a Failing Product

Burke Alder — May 20, 2019 — May 20, 2019 In the world of SaaS products, there are plenty of ups and downs. Every product goes through the process of checks and balances, and sometimes there are more downs than ups. Just because you have a ‘failing’ product doesn’t mean it’s time to pack up … Continue reading Customer Success Leading Indicators and 3 Ways to Turn Around a Failing Product