22 Oct
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 […]
21 Oct
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 […]
18 Oct
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 […]
29 Jul
How To Build A Voice of the Customer Program At Your SaaS Company
Over the past decade, there’s been a hyper-focus on creating business strategies centered on customer loyalty, needs, and success. From inbound marketing to customer advocate programs, organizations have strived to meet customers where they are and create products and services that turn buyers into passionate fans of our businesses. To achieve this, organizations have prioritized building […]
10 Jul
Using Customer Feedback to Grow your SaaS Business
Intellectually, all of us in SaaS businesses know how important it is to listen to our customers. Our entire business model is predicated on our customers staying and growing with us, aka maximizing customer satisfaction while limiting churn. We can speak about the importance of delivering an outstanding customer experience. We talk about our customers realizing value […]