Understanding consumer behavior has been one of the greatest challenges for companies for a long time. It is important to know what your customer would choose out of all the given options. It makes it easier for companies to design the algorithms of automated systems that interact with customers. The customer use case is one…
Being in the SaaS business, all of us grapple with this question: how do we set annual targets for Net Promoter Score (NPS) improvement. Unfortunately, there is no straight answer to this. It wholly depends on the market and your current stance in the business. Note that NPS now it is ubiquitous. Almost every company…
It is a crisis that puts the strengths and weaknesses of a professional relationship in the spotlight. And it’s a given that the Coronavirus pandemic is no ordinary crisis. In times like such a crisis, customer experience takes a subjective edge altogether. CX teams around the globe have to adapt quickly amidst market volatility and…
Customer self-service channels allow customers to resolve issues on their own without having to call customer support for help. This reduces the number of incoming customer support tickets, letting your team focus more time on the most critical issues. It allows customers to resolve issues independently and get back to work faster, saving them time…
What is customer experience (CX)? In short, the customer experience encompasses every interaction a brand has with its customers. It is a composite of every human or non-human way you encounter the brand and how those shape your perception of a business. Delivering a great customer experience paves the way for business success. Satisfied customers…
Building trust is not easy. It takes effort, it takes time, and it also takes a few tricks up your sleeve to earn customer trust. In the customer success industry, building trust is extremely important. The trust between a customer and a company is just as significant as it is for any other relationship. When…
Over the past decades, the power of customers in vendor-customer relationships has risen. So have customer expectations. With the advent of digitalization and cut-throat competitions redefining the business landscape across industries, customers have more options to pick from. This puts substantial pressure on businesses to deliver higher-quality products and services, and also better customer experience….
Customer success departments have different structures in different companies. Large enterprises have a well-laid structure of the whole department with a proper reporting mechanism. The Director of Customer Success comes somewhere in the middle of the corporate ladder. Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. A Director…
Given the cut-throat competition in the B2B space, delivering a great customer experience that thoroughly satisfies the customer is more important than ever before. It’s perhaps the best competitive advantage a company can have. But there are customer experience examples that can inspire us all to improve our game. World-class service providers that focus heavily…
For the modern SaaS companies, customer satisfaction is no more a good to have attribute. It has become a must. Companies have increasingly realized in the last decade that they cannot grow until their customers are happy. They are taking every measure to give excellent service to the customers. Any unhappy customer is a big…
