4 Guiding Principles for Building Customer Loyalty

Posted by Donna Walker on 4/11/16 6:30 AM

We all know customer satisfaction is more important than ever to building customer loyalty and increasing retention, so it's fascinating to watch some customers display unwavering loyalty, no matter what their favorites brands do. Take the Chipotle food poisoning outbreak for example; after briefly falling from darling status, Chipotle is already setting the stage for a multi-year comeback with their “Better Burger”. And remember when Amazon raised the price of Prime Membership from $79 to $99 annually? We fussed, we complained on social media, but then we renewed anyways. With these examples in mind, here are four guiding principles your organization can use to build that kind of customer loyalty and prevent attrition.

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Topics: customer loyalty, customer retention, customer support, customer service, TSIA Partners

Technology Services: What Lies Ahead in 2016

Posted by Thomas Lah on 12/17/15 6:30 AM

'Tis the season of giving, and today our gift to you is the ninth day of our annual 12 Days of Insights blog series. Enjoy!

If there was any doubt that the technology industry is undergoing a major transformation, this year has produced even more compelling evidence that we are nearing the end of the first great era of tech. There are no tea leaves involved here; the story is playing out in the publicly reported financial data from traditional technology companies. Collectively, tech company revenues have declined steeply in 2015, with tens of billions of dollars coming off the table quarter after quarter.

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Topics: outcome-based services, customer success, customer retention, customer outcomes, customer churn, expand selling, 12 Days of Insights, outcome engineering

Support in the Era of Consumption Economics

Posted by David Kay on 12/19/14 9:30 AM

12 Days of Insights 2014: Day 10

To celebrate the holiday season, we’re giving the gift of knowledge! Join us as we share our favorite posts from top technology services thought leaders in our 12 Days of Insights blog series. 

I've heard quite a few support leaders say that they know they're doing a good job because they're resolving issues quickly and their customer satisfaction surveys are good. Because, you know, that's what support does. Close cases. Quickly. In a way that satisfies customers. Mission accomplished; let's grab a beer!

Not so fast.

This belief begs the question of why the support organization exists. Because most of the activity, headcount, and budget are tied up in closing cases, it's easy to assume that the business of support is closing cases, full stop. But that's far too limited a view of our business.

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Topics: customer loyalty, customer satisfaction, customer retention, 12 Days of Insights, TSIA Partners

[Infographic] 5 Signs You're Creating Customers for Life

Posted by James Huddleston on 10/7/14 6:30 AM

Congratulations! Through blood, sweat, and maybe even a few tears, you’ve acquired a new customer. Chances are, you’ve invested a good amount of time and money to do so. What you may not realize is that on average, it takes just over three years to recoup the initial cost to acquire and get to profitability with that customer.

With this in mind, you’ll want to make sure you take good care of that customer, nurture the relationship and demonstrate your ongoing value. By developing an effective Customer Lifecycle Management strategy, you will create happy and loyal customers, accelerate your time to profitability, and reap the high revenue potential from your install base.

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Topics: customer-supplier relationship, customer retention, infographic

Redefining Customer Experience for the Cloud -- Part 2

Posted by Neil Jain and Singu Srinivas on 6/12/14 12:46 PM

In Part 1 of this blog series, we discussed two of the four key imperatives that software customer experience executives can use to help them develop and operate a new MCR model for the next stage of cloud services growth: Monetizing Additional Offerings and Embracing New Delivery Channels. Read on as we outline two additional imperatives that will help you get to the next level: Proactively Managing Customer Success and Rethinking Professional Services. If you haven't yet read Part 1, please review here.

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Topics: customer success, customer experience, cloud, revenue growth, customer retention, professional services, software-as-a-service (SaaS)

Redefining Customer Experience for the Cloud -- Part 1

Posted by Neil Jain and Singu Srinivas on 6/10/14 12:23 PM

In an increasingly cloud-based world, delivering a world-class customer experience is a whole new ballgame for many technology companies. Given the recurring revenue centric approach of most cloud offerings, software, hardware and infrastructure company executives are realizing that the post-sale operating model is critical for reaching profitability goals as their businesses scale. Maintenance, Customer Support, and Retention (MCR) functions need to move to the forefront and become the most essential areas to drive profitability within the subscription model.

Understanding how best to operate, organize and enable these functions are critical for exceeding customer expectations, delivering business benefits and growing the downstream recurring revenue base for each account.

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Topics: customer loyalty, customer experience, cloud, customer retention, customer experience management, customer support, software-as-a-service (SaaS)

Consistent Experiences Drive Customer Satisfaction and That Drives Customer Retention

Posted by Dennis Gershowitz on 4/16/14 4:44 PM

Imagine you are driving to work on Monday, following the same route you've driven for the last five years. You see a traffic light change from green to yellow, and for just a split-second, you think about hitting the gas pedal to get through the intersection before the light changes to red. Instead you slow down and stop because you know the light will stay red for two minutes, and that will not disrupt your arrival time. 

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Topics: customer loyalty, customer satisfaction, customer retention, TSIA Partners

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