I had the opportunity to sit own with Andrew Marks from Success Hacker to talk all things Voice of the Customer (VoC). In this video we discuss innovative ideas to grow, expand, and gain more value from your VoC program. Enjoy!
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I was recently invited to engage in a webinar with Sandler. I am particularly passionate about the topic of discussion: How to Succeed at Customer Success Conversations in an Evolving Landscape and decided to continue the conversation here. How do we continue to guide our clients and engage them when they, themselves are operating with so much uncertainty? […]
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In late December I wrote about my initial customer experience with Walt Disney World and questioned if there was such a thing as too much customer experience. Now that my husband has arrived home from deployment and we’ve gone on our first family vacation to the happiest place on earth I’ve arrived at an answer […]
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I just love the New Year. We survived the holidays, and now we’re off to the races with a fresh start at the year. It’s also the time that we all make predictions on what the year will bring. I’d be remiss if I didn’t try my hand at it as well. So, what […]
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An awesome customer experience is something that most companies strive for. Customer experience can make the difference between you and your closest competitor. It can win you more deals, gain you more advocates, and longer customer relationships. But when is it too much? Where’s the line between overwhelming your customers with onboarding events […]
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Improving product adoption can feel like a bit of a snipe hunt. I promise that it’s not as bad as entering into the night with a stick and a pillowcase to capture a mythical creature. The good news is there are three things that you can do today to improve adoption of your product.
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Your product’s usage data is the most powerful data source that a Customer Success professional can leverage. The data can tell you a plethora of things, from which accounts might be showing signs of churn, to which end users might require training to which features are succeeding or failing. While powerful, usage data can be […]
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Like many, I’ve spent countless hours looking for ways to improve my customer’s journey. It can be challenging to even know where to start. Rather than tackle the improvements straight away, have you defined your customer journey in the first place? Documenting the entire customer journey from beginning to end can seem a bit overwhelming […]
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I think we can all agree that Customer Success’ mantra is to drive customer retention. But is the Customer Success team fully equipped to own and drive customer retention? Who actually owns customer retention, anyway? My take on the answer is nobody “owns” retention. Why? Because everyone owns it. Retention depends on contributions from […]
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This post by Keri Keeling first appeared on MindTouch’s blog as a guest blog article. It is reprinted on the Bluenose Blog with permission. I recently participated in a fantastic conversational webinar with Aaron Fulkerson of MindTouch where we discussed how to set up and scale a Net Promoter Score® program. During that discussion, we touched on setting up […]
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