Category: Service

As an experienced customer success manager, I know that two of the major reasons customers churn are that they don’t understand how to use your product or they don’t see value from it quickly enough. This is precisely why customer onboarding is so critical. Without proper onboarding, customers can get frustrated and disengaged. In fact,…

As an experienced customer success manager, I know that two of the major reasons customers churn are that they don’t understand how to use your product or they don’t see value from it quickly enough. This is precisely why customer onboarding is so critical. Without proper onboarding, customers can get frustrated and disengaged. In fact,…

There’s nothing more frustrating than fumbling around a company’s website trying to find answers to your questions. Thankfully, most companies now have a Frequently Asked Questions — or FAQ page — section on their website. This page hosts answers to common questions and includes topics related to product or service usage, business hours, return policies,…

There’s nothing more frustrating than fumbling around a company’s website trying to find answers to your questions. Thankfully, most companies now have a Frequently Asked Questions — or FAQ page — section on their website. This page hosts answers to common questions and includes topics related to product or service usage, business hours, return policies,…

As a customer, I’ve taken plenty of surveys for my favorite brands, and the best ones always have survey logic. Before I started working on this post, I always assumed this flow was coincidental. The survey seemed to magically change based on my responses. Spoiler alert: that’s exactly what was happening. Thanks to survey logic,…

As a customer, I’ve taken plenty of surveys for my favorite brands, and the best ones always have survey logic. Before I started working on this post, I always assumed this flow was coincidental. The survey seemed to magically change based on my responses. Spoiler alert: that’s exactly what was happening. Thanks to survey logic,…

Talking about statistics and representative samples might not sound like the most exciting topic. I can get it. But stick with me, because getting this right is hands down the most critical part of making smart, customer-focused decisions. Through my years of working with customer data – sometimes learning the hard way – I’ve landed…

Talking about statistics and representative samples might not sound like the most exciting topic. I can get it. But stick with me, because getting this right is hands down the most critical part of making smart, customer-focused decisions. Through my years of working with customer data – sometimes learning the hard way – I’ve landed…

If you’re creating a survey, you may be wondering whether to use open-ended or close-ended questions. While both question types offer their own benefits, the right question type for your survey will largely depend on the type of data and outcomes you’re looking for. I’ve found that while many surveys include a combination of both…

If you’re creating a survey, you may be wondering whether to use open-ended or close-ended questions. While both question types offer their own benefits, the right question type for your survey will largely depend on the type of data and outcomes you’re looking for. I’ve found that while many surveys include a combination of both…