If High Tides Lift All Boats, What Happens at Low Tide?

Comparing traditional company alignment to the Customer Experience Strategy alignment

Segmenting customers can mean many things - but one type of customer segment is based on time.  Time segments for your customers are relevant because you treat customers differently based on how long they've been with you.  Customers that are new to a product or service have different questions and are treated differently than those with more experience. 

As an example, at Host Analytics, we have pre-emptive action plans for the following customer segments:

1.  Just implemented

2.  Been using for 6 mos

What process do you have in place to get “the complete picture” when gathering feedback from your customers?  A complete customer relationship feedback system is necessary which includes transactional surveys and a relationship survey. 

By implementing the following suggestions, you should be able to create a vibrant community that keeps the customers happy, provides a superior support system to the customers AND builds trust between the customers and the vendor. As a result of having a vibrant community, you will be able to understand more about your customers:  who is happy; who needs attention; identify up-sell opportunities; get valuable feedback for innovation for products and services; and an opportunity to find new customers, including referrals from happy customers. 

The word churn conjures up turmoil and chaos. Churn works to undermine your efforts to keep your customer sold and yet many companies fail to know the health of their customers. Do you have a plan and are you taking the actions to keep your customers sold?  Do you have a plan to fight churn?  Here are five Best Practices that will put you on the path to effectively combating churn.

There are many types of customers that will participate in the on-line community.  Each of them has value and serves a function to grow and nurture the community. 

I want my customers to be successful with my software.  In my experience as Chief Customer Officer of Host Analytics, tracking and acting on post-sales information about customers ensures their success.  Success of the customer is defined differently by companies, although many components are similar.  I define customer success by the following: