Improving the Customer Experience: The Processes and Emotional Aspects
The answers lie in cold hard data, but the execution requires a more human touch. For businesses to improve the customer experience, two dimensions must be considered: the business processes and the emotional aspect. The data driven methodology This process has proven successful with companies like Southwest Airlines, where they find their customer pain points… (Continue reading)
5 ways to level up customer loyalty
Customers are your superstars because in this socially driven economy, loyal customers can be your biggest brand advocates! I came across this great quote in Entrepreneur magazine: Shift the focus from customer attraction to customer satisfaction — it all starts with an improved “thank you”. What are some additional tactics you could use to show… (Continue reading)
3 Strategies To Turn Customer Service Into Your New Lead Generator
Generating leads is always a main objective for marketing and probably the first idea that comes to mind for bringing in new business for your company – we’re always trying to figure out how and it’s not always the easiest. Equally as tough is retaining your existing customers; it requires as much effort to keep… (Continue reading)
SaaS Best Practices: Measuring Trial Conversion Rates – Part 1
Defining an active user and setting a baseline Over the next few weeks, Totango will be posting a blog series on best practices for measuring conversion rates of trial usage for Software-as-a-Service (SaaS). Trial conversion is arguably the single most important business metric for SaaS companies since the model is based on two key… (Continue reading)
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