Entries by Lindsay Willott

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What is Customer Success Enablement?

We know that focusing on customer success drives retention and high customer lifetime value (CLV). But what do customer success managers and teams need in order to achieve these goals? Sales teams, in many organisations, are often supported by sales enablement processes and operations, designed to help customer-facing sales professionals add value to every customer […]

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How to Track and Measure Customer Success

We have previously talked about How Customer Success Drives Customer Retention. Customer success has been defined as the business methodology of ensuring that customers achieve their desired outcomes when using your products or services and a number of customer success KPIs (key performance indicators) were proposed. In this post we look at how these metrics […]

The service recovery paradox

We all experience problems with suppliers.  Things go wrong – that’s just life. As a business, you have to learn to accept that. Of course, it’s how you deal with those problems which sets one business apart from another. Admitting fault, making clear efforts to resolve issues, and offering compensation for the inconvenience are common […]

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Focus on Customer Success to Thrive

Customer success has evolved enormously, especially over recent years. While the theory and practices associated with customer success have their roots in the Software-as-a-Service (SaaS) arena, businesses and organisations that are not involved in SaaS have recognised the incredible, transformative power of customer success focused operations. We’ve previously seen how focusing on customer success drives […]

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Quirkology: Book Review

So, this month we’ve taken a wander through Richard Wiseman’s book Quirkology: The Curious Science of Everyday Lives. Richard Wiseman is a truly interesting scientist and psychologist. He explains complex points on human interaction in an engaging and anecdotal way. He also really knows his stuff, having given lectures to the Royal Society and run experiments […]

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Rebel Ideas: Book Review

I loved Matthew Syed’s book Black Box Thinking, (which we reviewed here) so I was excited to get stuck into his new offering, Rebel Ideas: The Power of Diverse Thinking. Syed was recently appointed to a very diverse board of thinkers advising the Football Association, and found the experience so enlightening he has written a […]

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Why Customer Experience is Important for B2B

Business to consumer (B2C) enterprises have been embracing and leveraging the benefits provided by ever-changing, personalized customer experiences for many years. It’s therefore not surprising that business to business (B2B) vendors are also increasingly focusing on what they can do to improve the experiences of their business customers. B2B customers are now expecting the same […]

Retail Customer Experience Management

Consumer habits are constantly changing and technological developments are continuously supporting new ways for customers to interact with retailers. We have previously talked about the challenges involved in customer experience management, so in this post we’re looking specifically at retail customer experience management. Ever-Changing Retail Environment We are all familiar with how big online brands […]

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Customer Experience Management – What You Need to Know

We all know that happy customers are good for business. Delighted customers will spend more money and potentially become brand advocates, talking about your business positively, whereas unhappy customers are likely to do the very opposite! Customer experience can be defined as every impression that your customers have gained about your business throughout the customer […]

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25 Exit Survey Questions and Template

Retaining staff can be enormously challenging, especially in highly dynamic, fast-paced industries. Ongoing, continuous and routine employee surveys help by providing a valuable communications pipeline, enabling personnel to express their concerns and suggestions. Taking action based on staff survey feedback will make a valuable contribution toward staff retention, but if you want to get some […]

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How to Create a Survey with Customer Thermometer

Deriving actionable, insightful feedback from clients and customers can often be daunting, but Customer Thermometer makes it both simple and a lot of fun. Creating your first survey with Customer Thermometer can be achieved in minutes – and it’s completely free so why not give it a try today! Create a Survey with Customer Thermometer […]