Customer Experience Archives - Page 10 of 11

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Back To Basics — How To Talk To Your Customers

There’s an old joke about a naval officer who sees a blip on the radar and gets on the radio to tell them to change course. The person on the other end of the radio refuses, telling the naval officer that he should change his course instead. Indignant, the captain of the ship takes the […]

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The Importance of the Customer Check-In

There was a time when a business’ relationship with its customers basically ended at the point of purchase. You convinced customers that you had the best product, made the sale, and that was the end of it. Those days are long gone. Customers today are spoilt for choice. In every area of business, they have […]

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5 Questions to Gauge Customer Adoption

Think back to your first smartphone. Unless you’re one of the first people to buy an iPhone, way back in 2007, there was probably a time when you thought a smartphone was unnecessary. All those features were flashy, sure, but who needed it? You’ve got calls and texts on your current phone already. When you […]

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Early Adopters — What You Need To Know

When the iPad launched in 2010, people couldn’t seem to figure out what it was for. The New York Times’ David Pogue said, “In 10 years of reviewing tech products for The New York Times, I’ve never seen a product as polarizing as Apple’s iPad.” Tech writers wondered why anyone would want a touchscreen-only computer […]

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The Customer Onboarding Handoff: Don’t Drop the Baton

If you’re onboarding a new customer, that can only mean one thing. You did it. You made it. You beat out all of your competitors. They chose you, and now you know, they like you. They really like you! But now it’s show time for your product and Customer Success team, and if you don’t […]

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Customer Retention Strategy: Measuring & Managing Subscription Consumption

The need to measure product utilization and/or subscription consumption is a no-brainer. Usage metrics are critical indicators of how well your products are helping customers achieve their desired outcomes, which in turn influences your customer retention strategy. If usage is low, odds are that your customer sees little if any value in your solution. And […]

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Customers Can’t Live on Automation Alone

Is it possible to have too much of a good thing? If we’re talking about time at the beach or the love of a puppy, I’d argue the answer is no. However, when it comes to automation in Customer Success (CS), I say yes, and science is in my corner. Fundamentally, it’s proven that the […]

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Perfecting the Sales to Customer Success Hand-Off (No Crystal Ball Necessary!)

Newsflash: Most Sales and Customer Success (CS) professionals can’t read minds. Okay – that’s probably not surprising. But it seems to be a common assumption when there is no defined strategy for handing off a customer from Sales to CS. Nailing this hand-off is critical to ensuring the customer experience is positive from the start. […]

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Does Your Customer Experience Meet the Nordstrom Standard?

When was the last time you had an extraordinary customer experience? An experience that left you feeling so warm and fuzzy that you’d never consider spending your money with anyone else? For me, it was with Nordstrom. Confession time: I’ve got a bit of a shopping problem, and Nordstrom is where I get my fix. […]

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Megan Macaluso Joins ESG as Vice President of Strategic Development

Education Services Group, LLC (“ESG”), the leading Customer Success as a Service provider, is proud to appoint Megan Macaluso as Vice President of Strategic Development. In her role, Megan will oversee Business Development and will be integral in expanding ESG’s Customer Success solutions. Michael Harnum, CEO of ESG, stated, “I’m very excited to have someone […]