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Customer Experience Management: Learning from United’s Mistakes
United's Only Customer Communication “I am sorry for making you miss your flight sir, but you really need to put your expectations into the upright position during the holiday season, as our services...
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Why Management Teams Should Consider Adopting Contract Renewal Rate as a KPI
Image provided by: dreamstime.com Why do startup and early expansion-stage company (0-50 employees) management teams pay so much attention to new customer acquisition and often times discount the value...
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Contact Management: 8 Tips for Developing a Contact Coding System
Contact coding is a system of numerical, alphabetical or alphanumerical codes that are used to classify customer contacts into a contact reason category. The purpose of a contact coding system is to...
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Why Complicating User Account Cancellation Process Is A Losing Strategy?
Image provided by: bcddrivingschool.net As you probably know if you follow my blog, from time to time I share tips about customer experience management for startup and expansion stage businesses. I...
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Automated Lost Customer Survey: Salesforce.com Set-up Factors to Consider
Last week, I shared six commonly used lost customer research question types and discussed how each type can be used in designing an in-depth online or telephone lost customer research survey. In that...
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Transparency and Humility: The Key to Crisis Management and Customer...
You are not in the software business if your company has not gone through a product downtime, slowness, or other customer experience issue. Cloud-shmoud. Software-based solutions will always crash or...
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6 Targeted User Education Tactics: Ready for Adoption
Last week, I shared a post explaining why under-funding targeted user education and customer marketing can lead to customer retention and long-term profitability issues. This week, I will share six...
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6 More Targeted User Education Tactics to Try
Last week, I shared six innovative targeted user education tactics that B2B software companies are using to drive increased levels of customer satisfaction. This week, I will share six additional...
View ArticleCustomer Experience Management: Learning from United’s Mistakes
“I am sorry for making you miss your flight sir, but you really need to put your expectations into the upright position during the holiday season, as our services are in high demand. Here is $250 and a...
View ArticleWhy Management Teams Should Consider Adopting Contract Renewal Rate as a KPI
Some startup and early expansion-stage company management teams prioritize new customer acquisition while discounting the value of customer retention statistics like contract renewal rate, but they do...
View ArticleContact Management: 8 Tips for Developing a Contact Coding System
Categorization is crucial for your company’s customer support operations. Here are 8 tips for developing an effective contact coding system. via OpenView Labs ↬ Contact Management: 8 Tips for...
View ArticleWhy Complicating User Account Cancellation Process Is A Losing Strategy?
As you probably know if you follow my blog, from time to time I share tips about customer experience management for startup and expansion stage businesses. I also occasionally share horror stories to...
View ArticleAutomated Lost Customer Survey: Salesforce.com Set-up Factors to Consider
Last week, I shared six commonly used lost customer research question types and discussed how each type can be used in designing an in-depth online or telephone lost customer research survey. In that...
View ArticleTransparency and Humility: The Key to Crisis Management and Customer...
You aren't in the software business if you haven't had to deal with software crisis management. The key to maintaining customer satisfaction? Handling it with transparency and humility. via OpenView...
View Article6 Targeted User Education Tactics: Ready for Adoption
Last week, I shared a post explaining why under-funding targeted user education and customer marketing can lead to customer retention and long-term profitability issues. This week, I will share six...
View Article6 More Targeted User Education Tactics to Try
Last week, I shared six innovative targeted user education tactics that B2B software companies are using to drive increased levels of customer satisfaction. This week, I will share six additional...
View ArticleCustomer Experience Management: Learning from United’s Mistakes
“I am sorry for making you miss your flight sir, but you really need to put your expectations into the upright position during the holiday season, as our services are in high demand. Here is $250 and a...
View ArticleWhy Management Teams Should Consider Adopting Contract Renewal Rate as a KPI
Some startup and early expansion-stage company management teams prioritize new customer acquisition while discounting the value of customer retention statistics like contract renewal rate, but they do...
View ArticleContact Management: 8 Tips for Developing a Contact Coding System
Categorization is crucial for your company’s customer support operations. Here are 8 tips for developing an effective contact coding system. via OpenView Labs ↬ Contact Management: 8 Tips for...
View ArticleWhy Complicating User Account Cancellation Process Is A Losing Strategy?
As you probably know if you follow my blog, from time to time I share tips about customer experience management for startup and expansion stage businesses. I also occasionally share horror stories to...
View Article