First Contact Resolution (FCR)
What is First Contact Resolution?
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Valuable customer experience and employee engagement content.
How do you measure customer health?
When calculating your customer health score, what approach does your organization take? Many companies rely on signals and data from product usage, support tickets, or Net Promoter Score to paint a...
How Useful is Net Negative Churn
Every company faces some degree of churn. To combat this, companies turn to existing customers for upsell / cross-sell opportunities to offset lost revenue from downgrades or cancellations. Venture...
What to do with Customer Feedback
I recently posed this question on LinkedIn: Who in your organization receives the results and feedback from your Voice of the Customer program? The conversation it sparked among my peers was...
Fireside Chat: The importance of a positive onboarding experience
The first experience a new customer has with your company sets the stage for a successful relationship. Therefore, a smooth onboarding experience is critically important to not only ensure product...
3 Ways to Maximize the Value of Open-Ended Responses from Customer Surveys
In my previous article on verbatim feedback, we explored some of the ways you can organize and systematically analyze open-ended feedback collected from your B2B customer surveys. Whether you...
Are In-app Surveys Effective for Measuring Overall Customer Satisfaction?
When it comes to collecting customer feedback, scores of software companies count on in-app surveys to understand customer sentiment in real-time. But is the feedback received an effective way of...
Should All Customer Feedback Be Considered Equal?
Customer feedback is a lifeline for your organization. With a clear line of sight into the evolving needs and expectations of your customers, you are better positioned to get ahead of the competition...
Tips to Analyze Open-Ended Responses from Customer Surveys
There is a lot of literature and opinion out there when it comes to evaluating customer sentiment collected from your surveys in a B2B environment. From Net Promoter Score (NPS) to Customer...
Why Customer Experience is Important to Marketing
As the marketing leader in your organization, you’ve likely been asked to play a pivotal role in the customer experience (CX). Justifiably, many CEOs are charging CMOs to embrace this responsibility...