“My good opinion once lost is lost forever.” ― Jane Austen, Pride and Prejudice Eye contact. A smile. Friendly conversation. We all know first impressions mean a lot when we meet someone new or interview for a job. The same … Continued
It’s time to view relationship-building from a new perspective Studies have shown that people switch vendors for three reasons:1 1. Expectations for quality and value go unmet 2. Customers lack personal attachment to the supplier 3. It’s easy to switch … Continued
Six tips to increase user adoption by capitalizing on human nature In the SaaS industry, customer retention rates depend heavily on the extent to which customers engage with their product, especially during the early stages. The more they use it, … Continued
A revolutionary change may be at hand Many Customer Success teams work with customers to help them learn and deploy new software in order to increase usage and build relationships at a critical time in the customer lifecycle. Others perform … Continued
A three-level model helps focus improvement efforts. Customer retention is critical for companies with business models that rely on recurring revenue. The “leaky bucket” that is customer defection robs companies of precious revenue and profit. In cloud computing, cutting customer churn … Continued
Three changes to your annual customer satisfaction survey can better focus your improvement initiatives Many organizations conduct comprehensive customer satisfaction surveys this time of year in preparation for their annual planning exercises. Surveys aid decision making for process improvement initiatives … Continued
Amazon warms up the customer experience One of the hottest Christmas gifts this season is Kindle Fire HDX. It’s a souped-up tablet that includes a new feature garnering a lot of attention. It’s the Mayday button, and it connects you … Continued
Some companies never seem to have their act together. Others run like well-oiled machines. How does yours operate? Organizational behaviors exist on a continuum. From most chaotic at the base to most disciplined at the apex, the maturity pyramid … Continued
Boston-based start-up Apptegic formally launched its new offering at TechCrunch Disrupt NYC conference last month, officially joining the fray in the emerging customer engagement measurement market. Given the very high cost of customer churn on revenue and profitability, tools such … Continued
“I just signed up for this new software package,” my friend Dr. Grace Alessi said over Margaritas at a family outing on Mother’s Day. “It’s incredible!” Formerly an internist at a family medical group, Grace started an independent medical practice in … Continued