Lisa Abbott
Customer Retention in a Time of Crisis: 10 Action Steps for SaaS Companies
As financial markets slide and a pandemic spreads across the globe, every company is scrambling to respond to quickly changing circumstances. Planned investments that were intended to drive growth — like hiring, media spend and software purchases — are being reevaluated as business leaders...
How Three CX Leaders are using Customer Effort Score to Improve Retention
Customer Effort Score has gained ground as a CX metric for good reason. Research indicates that when evaluating customer interactions with a product or service, Customer Effort Score, more than CSAT, or even NPS, is the strongest predictor of customer loyalty. The...
Scaling a CX Program? Start with the Hustle.
In this age of the customer, businesses need a rigorous customer feedback program to help understand and improve experiences. But we all know that listening to customers is only the first step in getting an organization to be customer-focused - or even better, customer-obsessed....
These Voice of Customer Tech Trends are Helping CX Champions Succeed
As a customer experience champion, you are at the forefront of the battle to make experience your company’s competitive edge. You listen to the voice of the customer--endeavoring to understand what customers are thinking and feeling, identifying gaps, and driving the cross-functional changes needed...
If Your Net Promoter Score (NPS) is Flatlining, Double-Down with Data
NPS is the wildly popular customer loyalty metric that is used by Fortune 500 companies and startups alike to building customer centricity. It is credited with driving customer retention and revenue growth. Yet there is an aspect of NPS that isn’t often discussed....
Five Prerequisites for Adopting AI to Improve CX
The latest trend in today’s data-centric world is machine learning and artificial intelligence, and AI is looking like the go-to technology and buzz for 2019. In fact, Gartner recently released a Smarter With Gartner report that identifies AI as one of their top 10...
The CX Tipping Point: Five Reasons to Use Text and Sentiment Analytics
The potential for machine learning to elevate the customer experience has everyone buzzing. But AI-powered text and sentiment analysis of customer comments may not be worth it for everyone. It is certainly not a cure-all for your CX woes, but it is an incredible solution...