Electric utility companies promoting power conservation programs discovered that simply informing consumers of their electricity usage relative to their neighbors lowered overall consumption. This type of normative social comparison has produced the same effects in other domains. Why does this … Continued
It’s contract renewal time and you’re in a dogfight. Things haven’t gone well this year with your biggest customer and a competitor has a serious shot at displacing you. Can the time of day you ask for the order impact … Continued
Conventional wisdom in Customer Success says that customers renew or expand their subscriptions based on the value they obtain from their software, such as cost savings or productivity gains. But neuroscience suggests there’s more to it. Individuals make decisions based … Continued
As a consultant helping SaaS companies battle customer defections, I recently experienced firsthand the view from the buyer’s side of the table. After a year of frustrations, we canceled a contract with a PEO and moved our business elsewhere. My … Continued
Software customers must learn how to use their new products before they can achieve their goals. Most companies, however, do a poor job of managing the customer’s natural learning curve. How we acquired driving skills years ago is a more … Continued
Neuroscientists say we tend to remember the meaning and forget the details. When the time comes to make a decision, we naturally rely on our general impressions gained through experience. Because of this, doing essentials right is all that really … Continued
Investors have pulled back on early stage Software-as-a-Service (SaaS) investment in 2016, according to the Wall Street Journal. Mutual funds are big players in the IPO market, and downgrading their holdings of Silicon Valley darlings has chilled the VC market. … Continued
There’s more to retaining customers than having a good product. Lyfe Kitchen seems made to order for progressive Boulder, Colorado. There’s the enviable location on Pearl Street. There’s the tasty, healthy food, favorites like the Quinoa Crunch Bowl and the … Continued
Leading companies plant seeds of trust Bombarded by thousands of product claims each day, we’ve become jaded. While we consider genuine those recommendations we get from people we know, most of us don’t believe ads and find salespeople only moderately … Continued
Dopamine yields dollars “So that’s what happened. When Microsoft pushed their latest Windows update, they shut off a service the printer uses to communicate over the wireless link.” The Hewlett-Packard support rep then clicked on the utility and turned it … Continued