Remote work environments are nothing new to us anymore, especially in the SaaS space! But fostering strong connections and collaboration within those primarily remote Customer Success (CS) teams can be [...]
Customer journey mapping (CJM) is often seen as an internal exercise, a tool for organizations to visualize and improve their customer experience (CX). But what if we told you the [...]
Customer journey mapping is a powerful tool for understanding and improving customer experiences. But the real magic happens when you transform it from a static document into a dynamic force [...]
Have you ever wondered what your customers experience when interacting with your brand? From initial discovery to post-purchase support, their journey shapes their perception and loyalty. Enter Customer Journey Mapping [...]
Net Promoter Score (NPS) has become a popular customer loyalty metric, but does your organization leverage its full potential? Many businesses treat NPS as a single data point, overlooking its [...]
As we probably all know, word-of-mouth recommendations hold immense power. People trust people, and when happy customers sing your praises, potential buyers listen. That's where customer advocates come in and [...]
In this case study, we showcase our collaboration with Vecna Robotics to address the challenge of defining a comprehensive Customer Health Score Metric. This metric was tailored to Vecna Robotics [...]
In this case study, we showcase our collaboration with Vecna Robotics, a leading company in the robotics industry. The main challenge they faced was to increase the efficiency and scalability [...]
In today's macro economic environment, it is the name of the game to increase new business from existing customers as it gets tougher to generate net new business. The key [...]
Retention Rates & Churn KPIs: Understanding and Measuring Customer Loyalty As a business owner or marketer, you want to ensure that your customers keep coming back and that they are [...]
Elevating Customer Experience with the right Feedback Metric: NPS, CSAT, and CESCustomer feedback is a critical component of driving customer loyalty and business success. But with so many feedback metrics [...]
The Power of Customer Obsession Teams - A Holistic Approach to Customer Service In today's business world, customer service is more important than ever before. With so many options available [...]
How to increase Customer Retention through Customer Obsession Customer retention is top of mind for a lot of reasons, the pending recession just being one of them. Being obsessed with [...]
What is Customer Obsession and why is it important? Have you ever heard of customer obsession? The initial thought might be that it’s in the nature of every company to [...]
Chief Customer Success and Happiness officer Amy Downs of Lifesize outlines her strategic path to a 79-point increase in Net Promoter Score. Crack the Customer Code with Amy Downs CLICK [...]
Episode Overview Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace [...]
Interview: Creating a customer obsessed culture and going from NPS -4 to +80 Adrian Swinscoe with Amy Downs (Published: March 6, 2017) CLICK HERE TO LISTEN TO THE AUDIO INTERVIEW [...]
Amy Downs First Published: September 24, 2019 Before ending my incredible journey with Lifesize, I asked myself a question that I had asked many times in my life, "How can [...]
Amy Downs First Published: February 12, 2018 In a previous article, I discussed journey mapping and how it requires a shift toward cross-functional operations to have a serious impact on your organization. [...]
Amy Downs First Published: October 30, 2017 Signing a new customer always feels like a home run; keeping that customer year after year, however, is a different ball game entirely. [...]
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