Tailoring is the process in which an ill-fitting garment is altered to better fit someone’s body. So what does tailoring have to do with customer success? An off-the-rack outfit won’t…
Have you heard about our new dashboard? Designed with the user in mind, we have made accessing and analyzing your account data easier than ever. Because around here, we know…
Exceptional Onboarding Working in the client side of software for the last 8 years, I’ve seen a lot of changes in how companies interact with their customers. Since its inception,…
You’ve heard the statistic that 90% of all startups will fail within the first year, but do you know why? Why do so many SaaS startups find themselves unable to…
An easy way to identify who your loyal customers are is through an NPS survey. Earlier this month, we discussed best practices and strategies for executing NPS surveys most effectively….
A recent cartoon by Tom Fishburne (Marketoonist) shows a woman receiving a “ping” from a brand on her mobile phone. The update reads, “We just Tweeted that we Facebooked that…
A common question that many of our SaaS clients ask is: “What’s more lucrative, retaining a customer or closing a new one?” Well, there’s really no debate. Studies prove that…
Before launching UserIQ, I was serving as a chief information officer for a B2B travel tech company, TRX Inc. (which we later sold to Concur). We had a great digital marketing…
Recently, Google released research around what they call Micro-Moments. This is in line with a concept they released back in 2011 about the Zero Moment of Truth. Essentially, what Google believes, and I’m not doing it justice,…
Over the past few decades, emailing users has been a tried and true method of communication. Studies have found that compared to other traditional methods of advertising (such as…
Net Promoter Score is a common metric for measuring the growth of a business. But many people aren’t using it correctly to get the most effective view. NPS is measured…
When I completed my tax returns using TurboTax in April, I was immediately taken to a page asking me for my feedback, including the question, “How likely would you be…
Interactions in which customers put a high amount of energy to reach a satisfactory outcome. A study by and Bain & Co has shown that targeting consumers during critical Moments…
Google, Facebook, and LinkedIn have recently increased the amount of in-app engagement they’re embedding in their web applications. From guided tours to feature announcements to surveys, the three have gradually…
Ok, maybe first impressions aren’t everything, but, for Customer Success, they sure are important. Imagine for a minute that you’ve decide to go out to eat. You’ve heard of a new restaurant
