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Challenge Customer demand for service – Test your might

Insanity: doing the same thing over and over again and expecting different results — Alebert Einstein This quote tells exactly how most of the customer service mechanisms are structured –we are making the customer service department strong enough to handle any load in queue no matter how qualified or categorized it is. What is repetitive…

Changing the Way We View Customer Service

“The foundational concept of best service is no service is to challenge customer demands for customer support. “ Bill Price Loyalty, brand awareness, customer service, and success. We’ve all heard those buzzwords many times, and we have obsessed about them, using all these metrics to measure them probably too much. But what these buzzwords and…

5 ways of turning disgruntled customers into happy campers

Every business, no matter the size of it, will have to deal with unhappy and frustrated customers and nobody will actually enjoy that interaction. Even the most successful companies that maintain a high level of quality sometimes have gaps that can impact customers, make those customers not that satisfied and lead to a complaint. Now,…

Who are customer success engineers?

There are many different reasons why a business is failing, and customer success is one of the first ones that can impact this. It’s quite simple: If you don’t care about your customer, why would they care about your business or products? In the previous 2 years we could hear from everywhere the new buzzword:…

Customer Effort Score & Product planning

Net Promoter Score (NPS), Customer Satisfaction (CSAT) and Customer Effort Score (CES) are the most important customer metrics and have their own specific fields where they are the right choice and where they are most useful. We even have an entire blog post about differentiating the three customer surveys and implementing them in different areas…

Transforming into Digital – Why running online surveys can help you make it easier

What is digital transformation? In the last couple of years, we have seen the term “digital transformation” being thrown around. You can conclude from the name that it’s tied to the digitalization that we see happening in all industries, but what is digital transformation, or DT in short, exactly? Since no two companies are the…

Difference between customer service and customer experience; how you can use both to your advantage

We have covered the subject about how customer success is important to your business and ways in which you can implement it into your strategies of eliminating churn risk, and today we will go into two more terms that every successful business needs to know. These days there is a certain craze going around related…

Why high NPS score doesn’t guarantee low churn rate

Why high NPS score doesn’t guarantee low churn rate NPS as a well-known customer satisfaction metric has been used by many businesses for years now, and it has been a favorite for many product managers and business developers. The question on the likelihood of a customer recommending a business is an important one in determining…

NPS, CES & CSAT – the three acronyms ANY business owner should make a note of

When working on developing a business, most companies go on a route that focuses on a product and the company itself. You can easily get caught up when you have turned so much attention to the product that you may forget about one of the most important things that keep your company going – your customers….

3 ways customer surveys help you increase revenue

When owning a business, somewhere down the line you will be looking into increasing your revenue. You would be looking into all the strategies you can take in order to grow your business and revenue. Good news is that there are plenty of strategies for revenue growth you can find and implement in your business…

Why customer success is important for eliminating churn risk?

You’ve worked your way on how to attract the right customers and subscribers, make the right marketing decisions and your reach is higher than ever. Now that you are on the right path with your company, it is important to not lower your guard and monitor all threats that can lower customer satisfaction and lead…

User Agent reporting to understand target clients

When talking about User Agent, one commonly refers to a web browser that is giving the website information about the operating system and the browser it uses. By definition, User Agent is a string that is there to identify the program that sent the request to a web server. It is there to tell you…

Introducing: NPS badge for your website to showcase customer satisfaction

Customer reviews and customer satisfaction are one of the main tools to help future customers to determine do they wish to do business with your company or will they use your product. Testimonials from your customers can show, firstly experience from past and current customers, and also ways on how they use the product, what…

Geo-Reporting as a way to better understand market share

Why is knowing your market share important? Most companies and businesses ignore the importance of market share and choose to focus on other metrics such as satisfaction, loyalty, revenue growth, looking at it from an internal and financial perspective. All these internal metrics are important in their own way, but can sometimes paint an unclear…

Build team work

After you perform a review of how your team is doing and how your customers feel about the whole package you are providing to them, next step would be creating action items. To begin with, working with your customer support team on improving their communication and become better associated with the team spirit is the…

Always on a lookout

Customer happiness comes a long way from meeting with potential clients to consulting them on the product and what are the best options to even drastic actions like dropping the client if it turns out that your product is not what they need in full capacity. Many companies don’t want to perform this dance as…

Learn from bad feedback

“Your most unhappy customers are your greatest source of learning” – Bill Gates What has been said here takes huge precedent in whether you will decide to ignore user’s voice or take what’s been said by your users and take action. Getting negative feedback is much better than having none or having positive feedback where…

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