How do you turn a positive experience into an unforgettable one? Here’s everything you need to know about how to delight your customers.
While businesses often aspire to achieve zero churn, this goal is typically unrealistic. Over time, it's natural to lose some customers while gaining new ones. By keeping track of this rate, businesses can identify trends and develop strategies to minimize churn and enhancecustomer loyalty. Churn...
One model that will help you to achieve this goal was put forward in the book: “Your Customer Rules!” This was written by Peter Massey’s colleagues Bill Price and David Jaffe and is referred to as: “Me2B – the inverse of B2B or B2C”. From their research, the authors highlighted...
No doubt you’ve read that customer service is the key to your company’s success. Business leaders now tout the need togo above and beyond and delight your customers. For example, consider the experience of taking your car to a dealership to have it serviced. If the service reps repair a...
It’s not enough to delight the customers once, the question should be what do you do to continually delight your customers? To achieve that you really need to listen, not just to the customers but your employees, especially those who interact with the customers daily. These two are in the...
Simpler and more impactful prioritization:with product research, your entire team is clear on how to prioritize initiatives to achievecustomer delight, making it easier for you tomanage your product backlog. Why and how product research can vary across product teams ...
Fixing issues in the moment – such as increasing customer support efforts when emotions are volatile – can go a long way to get more positive reviews and achieve customer satisfaction. 3. Narrowing down the drivers of customers satisfaction It’s not enough to know how your customer base ...
This is where your customer service department comes into play. When someone makes a purchase, it's your support, success, and service teams that are responsible for empowering your customers. They generate additional value that not only...
3. Customer Happiness Metrics 4. Tips for Making Customers Happy Money can’t buy happiness. Or can it? The adage may be popular, yet increasing revenue is on everyone’s list of main goals. And while striving for it is certainly logical, the only way to achieve it is to make custome...
the customer was working hard to accomplish all those goals. Yes, they got help with a problem, but they didn’t want to have to talk to customer support in the first place. Yes, they were able to achieve their goals, but they had to spend three hours watching tutorials to get started...