Responding in times of uncertainty
How One Company Navigates COVID-19 with Customer-First Strategies

These are unprecedented times and the economic impact touches all of us in B2B SaaS. For many, pipeline has stalled, customers have churned, and the scope of “critical tools” has narrowed. This situation has forced companies to look inward and reevaluate the value they’re delivering to customers through this time. Our responsibility has shifted from […]

Remote Team Collaboration
Anticipating customer needs in unprecedented times — 5 steps fo...

On top of adjusting to a new normal, many Customer Success and Marketing leaders are tasked with the survival of their companies and customers. COVID-19 has taken its toll on almost every industry, woven its way into each step of the supply chain, disrupting our work, our health, and our sanity. Yet, some companies continue […]

Voice of Customer Playbooks from LoopVOC
The 4 Ultimate Voice of Customer Playbooks

We understand that Voice of Customer programs are important—that organizational alignment around customer feedback  is critical to continued growth. What many are still struggling with is how to build a VOC process and structure that scales.   But as demand for superior experiences increases in B2B SaaS, so does the need for organizations to develop strategies […]

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Five Key Reasons to Build a Voice of Customer Program

Every year, predictions circulate about the big trends that will change the game for SaaS companies.  The content drives clicks and inspires some new ways of thinking, but we all know that there is no silver bullet. We know that being singularly focused on one channel or activity won’t move the needle.  The more we […]

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[The LoopVOC Playbook] How to Improve CX Strategies with Customer...

What makes the difference between a customer experience program that drives revenue and retention throughout the customer journey and those that fall flat? Access to and action on customer feedback. Powerful customer experience programs require real-time access to customer feedback. This feedback is the fuel of CX programs and initiatives. Without it, we’re making educated guesses (at […]

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How to Measure CX in 2020

According to a B2B Marketing survey, two-thirds of marketers plan to make customer experience a priority over the next year. More than a quarter of those surveyed are prioritizing CX before the year-end to get ahead. The companies that are fine-tuning their customer-centric CX programs experienced strong revenue growth and ROI, reporting more than 2X return on […]

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How to Build a Cross-Functional Team for Voice of the Customer Co...

One of the biggest barriers to an organization’s long-term success in this age of digital transformation will be the successful execution of cross-functional collaboration. As organizations grow and departments are formed with designated goals and responsibilities, silos are naturally created. Within these silos, departments have their own goals, responsibilities, processes, and priorities. The silos don’t […]

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Your Customer Experience Is Your Brand

Often, when we talk about customer experience, our focus is on the delivery of services, support, and customer success touchpoints. But customer experience is more than a post-sale strategy. The customer experience you deliver is your brand promise in practice.  Your customer experience strategy can’t be siloed to the end of the customer journey. It must be […]

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How to Quickly Analyze and Act on Customer Feedback

Whether you’re analyzing qualitative NPS feedback or trying to understand what’s driving a dip in sales, the exercise we go through is the same—we roll up our sleeves and dive into customer feedback data.  Our first goal is to understand what customers are saying about our company and their experience with our products. In most cases, this […]

customer experience concepts
NPS: It’s in the Feedback, Not the Score

Net Promoter Score (NPS) has become a key performance indicator of customer loyalty and success across fortune 1000 businesses. More than two-thirds of these companies use NPS to gauge a customer’s likelihood of sticking around and referring your business to others.  While the NPS score provides us with a high-level indicator of customer satisfaction and company performance, the […]