Customer success storytelling leverages customer experiences. Regardless of whether, or not, an organization hires others to create this content. These stories portray the actual experiences an organization’s own customers have, when working with that organization. Nothing artificial. Honestly told. Non-sensationalized. Even when stuff is messy and end results are not glamorous. How can organizations capture… [Continue Reading]
Customer Success Storytelling leverages Customer Experiences
5 Questions to create a Collaborative Customer Experience Strategy
A collaborative customer experience strategy requires more than having clients to survey. This strategy encompasses understanding the non-surveyed factors impacting the customer, pre-sale, during the sale and the entire post-sale continuum. How well do we really “stick close to the customer”? There are 5 questions to consider when creating and implementing a collaborative customer experience… [Continue Reading]
Why Your Business Growth Strategy conflicts with Your Workforce Strategy
Your business growth strategy says you are “poised to move to the next level.” After all, sales continue to increase. And existing customers appear to be content to stick with you. However, business growth strategy – and expansion – rely on more than just increased revenue. In order to grow, expand and sustain a business… [Continue Reading]
How to perform Customer Base Triage and Why It Matters
Typically, customer base triage is conducted in reaction to a large number of customer casualties. These casualties are in the form of loss and/or defection to the competition. And this defection has been going on for quite a while. However, like a slow leak in a tire, you miss the signs that something is amiss…. [Continue Reading]
Why You must connect those Voices behind CX Survey Scores
In your company, what happens with customer experience CX survey results? For that matter, does your company regularly engage customers and take their pulse? When it comes to CX survey scores, there is a disconnect across the sales-engineering interface® in far too many organizations. I often ask business leadership how they define “customer experience.” They… [Continue Reading]
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