Ensure you see the journey from both the outside-in (Customer view) as well as the Inside-out (Business view) to help spot any potential disconnects
With different personas, you'll usually have different journeys. They'll also have different emotional reactions, different wow moments, different places where the experience of the journey is good or bad. Even if two personas are taking the same journey.
Identify upsell opportunities or renewal risks early, as well as risks before they escalate. Align the customer’s goals with the product’s value.
Implementing automation using data triggers encourages better customer retention, expansion, and satisfaction. By leveraging timely data insights, SaaS companies can maintain a customer-centric approach, driving engagement and long-term success
Needs-based segmentation is based on differentiated, validated drivers (needs) that customers express for a specific product or service being offered.
Value-based segmentation differentiates customers by their economic value, grouping customers with the same value level into individual segments that can be distinctly targeted.
Build, Measure, Learn (This loop also shows how vital customer feedback is to building products that truly matter. Take ‘learn’ out of the equation, and you would literally have an unfinished system);
Gap Analysis (Transform the customers business goals into actual outcomes, and you do this by Identifying where there are any Gaps and build a success plan that aligns with their needs);
Retention Curve (If you are not retaining customers, that means that you are constantly spending to acquire new ones and not making profits, the retention curve should flatten over time.)
A few rules of thumb to follow when establishing your CX measurement practice: 1. Start small. Start with 8-12 metrics that hit on the key interactions and customer outcomes. 2. Set baselines and establish targets. 3. Plan initiatives based on deviation from targets. 4. Segment customers. For a deeper understanding, break down metrics by having a dashboard at the customer segment. 5. Track over time. We see far too many dashboards that represent one static point in time.
Ensure that managers adoption and engagement metrics are high so that they can push down this knowledge to their users, effectively increasing the overall Product Health Score.
Bonding with the customer in a consultant like fashion is key so that they can’t envision success without your relationship. We should always be looking for the opportunities to obtain clarity of vision and not be misaligned with the customer.
1:1 human interactions drive meaningful change.
When properly coached and given the necessary tools, Frontline agents(associates) are perfectly positioned to provide substantive feedback on the VOC (Voice Of the Customer).
Link employee culture to customer outcomes. The rule of congruent experience – the way the company treats their employees overflows to the customers!
Which topics/features does the customer support team address most frequently; particularly, those topics that should be self-service for customers?
It is vital that the metrics you collect support product goals, and of course product goals should be shared amongst team members. It is therefore crucial to align with other stakeholders (product managers, engineering leads, sales staff) on the most important metrics to consider for a particular product.
More specific measurement metrics: Mean number of [key action] per user and Mean time between [key action] per user
“67% of customer churn could be avoided if the business resolved the customer’s issue during their first interaction.”
Considering the various channels that customers have to contact support, these interactions should be viewed as “touches” and be very interpersonal. The total numbers of “touches” that were completely resolved during the course of the first inbound contact initiated by the customer (and not reopened) is a first response resolution.
Customer Experience/Success Professional.