Use NPS® to boost your advocacy program in 3 Steps

TLDR: Advocates. References. Promoters. These customers are “gold” to your business’ ability to grow, and do so efficiently. However, the complaint I often hear is that there aren’t enough of them in hand. If you take a purposeful approach to your Net Promoter℠ program, you can meaningfully grow your advocate list.

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Father’s Day 2016: in memoriam of Dave Y.

Santa Cruz mountains to the Pacific
Santa Cruz mountains to the Pacific

I’ve written a couple blogs before on Father’s Day in memory of my own dad, here and here.  But today I’m writing about another father, whose recent death hit me hard.

Dave Yeung (DY) passed away a couple weeks ago. I didn’t know him well, but every time I met him I felt his warmth and generosity.  I added him to my mental list of “guys I should invest time in getting to know better”.  But that lost opportunity alone might not explain my sadness.

His death was a reminder of the many things that it means to be a dad.

Dave left behind two children under 10, and a wife.  Dave had a 20-year career at HP and was a major breadwinner in his household.  Dave died in his mid-40’s of cancer, after being a life-long athlete including competitive bike racing.  His loss leaves a huge void in his family.

Dave’s loss makes me sad for the struggles his family will face as a result.

Dave’s loss makes me worry about my role as a dad, husband and provider. Can I be the same role model as him?  What would happen to my family if I passed?

Yesterday was Dave’s memorial service.  Hundreds of people showed up.  Over a dozen stood up and said kind words about Dave.  One speaker said Dave was his best friend.  After two others had just said the same.  He then joked that there were probably 20 people present who felt the same way.

Hiking ninja
Hiking ninja

After yesterday’s service, I took Clive on a beautiful hike in the Santa Cruz mountains.  It was life affirming.

I reminded myself that these were the things I should be doing with my son. Teaching him the beauty of nature.  The habit of exercise.  The opportunity to have meaningful conversations.

What started as a sad day ended on a happier note.  Dave reminded me to strive to live life to the fullest. To be the dad we all need to be.

The why and how of multi-channel NPS ® surveys

TLDR: It’s true that your customers will never engage with you the same way each time. As unique persons, they expect choices and options from you.

Therefore, if you want to maximize the customer feedback you gather, you’ll need to engage customers across multiple survey channels. Continue reading

Is your company customer-centric? Ask 3 questions

TLDR: A lot has been written about the importance of having a “customer-centric” company culture. This is especially true when operating subscription business models, or any business that depends on customer loyalty and repeat purchases.

Can you determine if your company is truly customer-centric or just saying so? Here are three questions to consider: Continue reading

The 5 measures of user adoption

TLDR: Without adoption, there is no retention.

Of all the factors that lead to retention and upsell in subscription businesses like SaaS, adoption is surely the most critical factor.

If you’re going to improve adoption, you have to start with measurement. Here are the five measures you should track. Continue reading

There’s no such thing as the customer journey

TLDR: There isn’t a single customer journey. There are many journeys. Because every customer takes her own journey, no matter what we want them to do.

How do you balance your desire to “standardize” the customer journey with the desire of your customers to be treated individually? Here are three things to consider. Continue reading

NPS ® for product managers: a 4-step guide

TLDR: Net Promoter Score℠ surveys can hold valuable clues for how to improve your product and better manage your product roadmap. You’ll need a structured approach to turning those clues into actionable insights and changes that result in improved customer retention. Here’s a 4-step guide to getting the most out of NPS surveys. Continue reading

Get efficient or get fired? 3 strategies to streamline your customer success team

TLDR: “If you’re not getting more efficient every month, you should be fired!” said a Customer Success leader at a recent networking dinner.  He went on to assert that a Customer Success team should not grow in proportion to your customer base or revenue. Should we be following his advice? Continue reading