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 [...]
Como probablemente todos sabemos, las recomendaciones de boca en boca tienen un poder inmenso. La gente confía en la gente, y cuando los clientes satisfechos cantan tus alabanzas, los compradores [...]
In today's fast-paced business landscape, nurturing customer relationships is more critical than ever for sustainable growth. One of the most powerful tools in this endeavor is the Customer 360 Health [...]
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 [...]
First Published: June 01, 2016Your Support teams are the real front line heroes for customer satisfactionCustomer support is all about making sure your customers are happy and getting the most [...]
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 [...]
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 [...]
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: How Customer Obsession Can Drive Your Bottom Line Published: April 20, 2017 Shep Hyken - Amazing Business Radio with Amy Downs Amy Downs on How Customer Obsession Can Drive [...]
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. [...]
Amy Downs First Published: December 14, 2016 “Why do you think customers leave us?” When I asked our executive team this question two years ago, I received a variety of [...]
Amy Downs First Published: July 22, 2016 One of the most fascinating phenomena in corporate cultures far and wide is the extent to which we all forget that we’re in [...]
Amy Downs First Published: April 26, 2016 Maximizing Customer Lifetime Value: A Top Priority for SaaS and PaaS Businesses Building a command center at HQ to save your SaaS in [...]
First Published: March 9, 2016When I first joined Lifesize, my days were filled with answering questions and making decisions for people. One of the very first things I realized is that [...]
Amy Downs First Published: January 18, 2016 When I accepted the newly created role of Chief Customer Success & Happiness Officer at Lifesize, only one thing was clear: customers needed [...]
First Published: December 15, 2015 The foundation for creating happy customers is having a culture that supports happy employees. Corporate culture is the starting point for great customer service. Nothing [...]
