Lifetime value: how do you know the value of a customer to your company?
Does your company know how much customers spend on your products during their purchasing journey? If you don't know the answer, it's high time you learned and calculated your company's lifetime value (LTV). Calculating how much each customer generates is essential for your company, and more than just knowing […]
6 common mistakes that impact customer effort
A good customer success team is always striving to improve the customer experience and make using the product/service easier. However, before you begin improving the customer experience, you must first understand what's causing negative or high-effort customer experiences. There are several ways […]
How do I know if my NPS® is biased?
If you've been using Net Promoter Score℠ for a while, you've probably wondered if your survey is biased, right? This question makes perfect sense, because NPS®, like any survey metric, can be biased toward higher scores. For example, you might rely on Net Promoter Score data […]
6 Success Rules for Measuring NPS®
We all know that NPS® is a powerful metric for measuring customer loyalty with a single question. What few people realize is that it was developed to be a management model within companies, not just a survey metric as many believe. According to Fred Reichheld, creator of the book […]
Customer Relationship Management: A Complete Guide to Implementing CRM and CXM
Customer relationship management is a business strategy for any company seeking to improve revenue and profitability, reduce costs, and increase customer loyalty. Its philosophy is quite simple: put the customer first. When implemented correctly, customer relationship management offers […]
Closing the Loop with Customers: The Science of NPS®
You've already applied the Net Promoter Score℠ (NPS®) methodology to track your customers' relationship with your product, but what do you do with this indicator next? Asking for customer feedback and finding out how willing they are to recommend your company is the first step, and congratulations on having […]
How complaints can help you build customer loyalty
Every day, we come into contact with a variety of different services that help us optimize our tasks. We choose them for one simple reason—they work! (Or should!). On the other hand, if the service you use so often starts to malfunction, you'll be disappointed and complain, simply because it doesn't deliver the […]
How to Create a Customer-Centric Strategy for Your Business
One thing is clear: you can't stand still. To stay in the market, you need to actively evolve on several fronts! And to get on the right track, it's essential to focus on your current customers and make decisions with them in mind. In other words, you need to develop a customer-centric strategy. […]
What is Customer Success: Deliver Results with Loyalty
For a long time, companies believed that to sell more, they simply had to hire more salespeople and keep them motivated. Well, that worked for a while, but today, customer success is the biggest emerging growth opportunity in business. Studies show that it costs 5 to 25 times more to acquire a new customer, […]
Customer Effort Score (CES): What it is, and how to measure customer effort
As a customer service leader, you strive to make your customers' lives easier, right? In this article, learn about the Customer Effort Score metric to understand how customer effort impacts revenue and loyalty. But taking a step back, it's a fact that most customer service professionals are familiar with both […]
