Who’s afraid of the big, bad feedback?

TLDR: I regularly speak with companies that are interested in starting a Net Promoter Score℠ (NPS®) feedback program. I sometimes see a strange phenomenon: People offering various objections to getting started. This comes as a surprise , given how easy it is to get started. A simple survey question for customers to answer, and a … Continue reading Who’s afraid of the big, bad feedback?

“Double-click” to get the most from your NPS® surveys

TLDR: Net Promoter Score℠ (NPS®) surveys can help you decode many things about your business.  Most people start by looking at the global NPS trend. To get the most value from your analysis, I recommend “double-clicking” on your NPS results and looking more closely at what’s below the surface. Level 1 analysis: for your entire … Continue reading “Double-click” to get the most from your NPS® surveys

Building a Customer Success team? Start with customer feedback

TLDR: Building a Customer Success Team? Start with Customer Feedback The genesis of a customer success team is often “ready, fire, aim”.  Somebody has to manage the growing customer base, and quickly. But the team should start with a purpose, or else you risk mismatching your hires to the needs of the job. How do you … Continue reading Building a Customer Success team? Start with customer feedback

Want to give a great customer experience? Test it repeatedly

TLDR: Customer Experience is a holistic approach that covers every touchpoint your customer has with you. You should be constantly vigilant in verifying that every touchpoint is always working. My tale of woe When I was in charge of product management at AVG a few years ago, we had a massive number of Free product users; … Continue reading Want to give a great customer experience? Test it repeatedly

Customer health scores: you’re probably doing it wrong

TLDR: A lot of work has been done in recent years to develop customer health scores.  In B2B SaaS, even more work has been done to automate the process. Interestingly, the underlying approach that most companies use is flawed.   We can draw a lot of lessons from sales forecasting in order to get health … Continue reading Customer health scores: you’re probably doing it wrong

Net Promoter℠ is all about change management

TLDR: If you want to be successful with any customer feedback program - NPS ® or otherwise - you need to think of it as a catalyst for change first and foremost. Which means you need to pay attention to the impediments to change, lest all that customer feedback is ignored. Customer feedback is about learning something … Continue reading Net Promoter℠ is all about change management

Compensation planning leads to customer success

TLDR: It’s the start of the year, when companies review their annual goals and compensation plans. Typically, customer retention and growth is a top priority.   Do you have the right incentives in place to meet your customer retention goals?  There are two approaches to answering this question: bottoms-up and top-down.  Bottoms-up: start with owners … Continue reading Compensation planning leads to customer success