Sparked Customer Fitness Feed – 2/23/16

The Sparked Customer Fitness Feed delivers *AWESOME* articles from around the Web to help customer success teams build a more fit customer base. Fit customers login more, spend more, and love your product more. Unfit customers don’t use your product and eventually churn out (gasp!). Let’s get’em fit.



TUESDAY, FEBRUARY 23, 2016

6 Tips to Engaging Your Uber Critical Frontline.

For an organization to engage frontline employees – the very folks who have a direct impact on the organization’s overall success – leaders need to assure that people at the frontline… View full article.

The Bigger, The Better?

Big data is one of those concepts in marketing that we know is really important but that we don’t actually understand how to harness. It refers to the reams and reams of data collected on us consumers, tracked from cookies on websites and other sources, that companies accumulate, sift through, and utilize. It also applies to data that a company collects not on its potential customers but on its own performance, with various measurements and algorithms in place to gather this data. View full article.

4 Steps to Creating a Launch Plan for Your New Customers.

The moment a buyer becomes your customer is considered a micro-launch. Your customer begins an individual mission, pursuing a specific goal with your product. View full article.

Five Lessons to Remember When Mapping Your Customer’s Journey.

Individuals inside a company are very knowledgeable about the company and its processes and often have a mixed understanding of customers. The result? Employees naturally tend to view their customers through an internal lens that focuses on the distinct interactions a customer has with their specific department. This inward focus makes it impossible to have a complete picture of the customer’s experience. Customer journey maps (CJM) help shift employees’ focus beyond individual interactions towards a broader examination of the customer experience. View full article.

How machine learning can influence the customer journey.

Delivering great customer experiences based on mapping how customers interact with your brand across all touchpoints can be challenging for any marketer. Doing it at scale can seem impossible. According to one expert, when it comes to ensuring great customer experiences via one-to-one personalization, machine learning is the answer. View full article.



Curated by Jeff Nickerson and the Sparked team. Got feedback? Send an email to customerfitness@sparked.com

Sparked is the least expensive and quickest-to-setup solution for customer success teams. We help you cultivate fit customers. Give it a try.

Sparked Customer Fitness Feed – 2/22/16

The Sparked Customer Fitness Feed delivers *AWESOME* articles from around the Web to help customer success teams build a more fit customer base. Fit customers login more, spend more, and love your product more. Unfit customers don’t use your product and eventually churn out (gasp!). Let’s get’em fit.



MONDAY, FEBRUARY 22, 2016

Enhancing Customer Experience Through Simplicity.

Between a saturated marketplace and ever-emerging sophisticated technology disrupters, consumers have an abundance of retailing choices. However, when it comes to choosing where to spend their hard-earned money, shoppers pledge their loyalty to retail brands that can deliver a simplified, yet enhanced customer experience. View full article.

Proactive Customer Support Drives Long-Term Success.

Companies operating in the business-to-business (B2B) space must constantly find ways to be better partners to their clients. Rather than operating on a ticket-by-ticket system, these businesses must understand their customers well enough to anticipate their needs proactively with the help of robust B2B customer support software. As this perspective quickly evolves from optional to mandatory, more organizations are taking a proactive approach to customer support. View full article.

Retention Is the New Acquisition.

We’ve all heard the old adage, “It costs more to acquire a customer than retain an existing one.” In fact, most experts estimate that acquiring a new customer costs four to ten times more than retaining a current buyer. So why aren’t more marketers focused on retention? View full article.

Value.  It’s what YOU get to KEEP!

Forget accounting standards, forget what the market values, forget what e-commerce companies tell you, forget terms like GMV, GTV, topline revenue, contribution margin, cost of goods, and licensing costs. If you’re an entrepreneur, the ONLY two numbers that should matter to you are… View full article.

4 Ways to Improve Customer Retention in 2016.

Although figures vary, it’s widely agreed that it costs businesses more to get new customers than to keep their existing ones. But, organizations often neglect to nurture their account base in lieu of pursuing new opportunities. View full article.



Curated by Jeff Nickerson and the Sparked team. Got feedback? Send an email to customerfitness@sparked.com

Sparked is the least expensive and quickest-to-setup solution for customer success teams. We help you cultivate fit customers. Give it a try.

Sparked Customer Fitness Feed – 2/16/16

The Sparked Customer Fitness Feed delivers *AWESOME* articles from around the Web to help customer success teams build a more fit customer base. Fit customers login more, spend more, and love your product more. Unfit customers don’t use your product and eventually churn out (gasp!). Let’s get’em fit.



TUESDAY, FEBRUARY 16, 2016

Consumers Raise Engagement And Loyalty Bar Once Again.

This year’s Brand Keys CLEI results again show a widening gap between what consumers expect from brands and how well they perceive brands to be delivering on those expectations. View full article.

Applying Big Data for Mass Customization.

Many companies have a strong interest in applying big data for marketing, but predominately at the promotional level. Few articles have effectively covered the application of big data for product modification and the user experience level. View the full article here.

Expert Tips for Improving Customer Retention Using Content.

For SaaS (Software as a Service) businesses, maintaining a customer base is equally as important as prospecting for new leads, but juggling both can be a time consuming and expensive task. View full article.

Top Five B2B Customer Retention Best Practices.

Customer churn is often the biggest inhibitor of organic growth for B2B companies. View full article.

Should Customer Success teams have Veto Power?

Just like Barbie dolls of late, CS teams come in different shapes and sizes. One might report to Sales, or Marketing, or Support, or some other department. Read more here.



Curated by Jeff Nickerson and the Sparked team. Got feedback? Send an email to customerfitness@sparked.com

Sparked is the least expensive and quickest-to-setup solution for customer success teams. We help you cultivate fit customers. Give it a try.

Sparked Customer Fitness Feed – 2/12/16

The Sparked Customer Fitness Feed delivers *AWESOME* articles from around the Web to help customer success teams build a more fit customer base. Fit customers login more, spend more, and love your product more. Unfit customers don’t use your product and eventually churn out (gasp!). Let’s get’em fit.



FRIDAY, FEBRUARY 12, 2016

Understand Your Customers Better With Support Software.

Collaborative customer support software enables businesses to understand their clients better at a holistic level, and bolster customer satisfaction long term. Read the artcle here.

Ensuring Profitable Customer Web Experiences.

Customers are fickle and trends change quickly. Companies must be savvy in how they implement their programs. More about Web Personalization Trends here.

3 Ecommerce Trends to Implement in 2016.

Stephanie Gifford has gathered the top three most dominant trends among the ecommerce industry for this year. Read the Customer Loyalty tips here.

Being Able to Listen, Not Just Hear.

According to a recent Forrester study, 45% of US shoppers will abandon an online transaction if their concerns are not addressed quickly enough and 91% of customers would not do business with company after bad customer service experience. Read the full post by Sofia Sapojnikova here.

Metro Innovates Its Customers’ Success.

Although agility should advantage innovation at independent small and medium-sized businesses against their bigger rivals, they can’t match the technology resources or scalability that big national and global competitors command. Read about their concept here.



Curated by Jeff Nickerson and the Sparked team. Got feedback? Send an email to customerfitness@sparked.com

Sparked is the least expensive and quickest-to-setup solution for customer success teams. We help you cultivate fit customers. Give it a try.

Sparked Customer Fitness Feed – 2/11/16

The Sparked Customer Fitness Feed delivers *AWESOME* articles from around the Web to help customer success teams build a more fit customer base. Fit customers login more, spend more, and love your product more. Unfit customers don’t use your product and eventually churn out (gasp!). Let’s get’em fit.



THURSDAY, FEBRUARY 11, 2016

Customer Success through the eyes of a Data Citizen.

It’s true, every company is becoming a software company. But, the companies that are thriving are those who’ve turned their front end business users— sales reps, service agents, marketers, and everyone in between– into data citizens by allowing them to leverage the massive amounts of available data in order to drive customer success.

5 Best Practices to Decrease Customer Churn.

As a customer success leader or CSM, there are best practices to decrease the amount of churn you see across your customer base, but the common ingredient is proactiveness. Here are five ways you can be proactive when looking after your customers with the goal of decreasing churn and increasing satisfaction, and therefore growth.

In A Digital First World, Contact Centres Are The Custodians Of Customer Loyalty.

The immediacy, convenience, and ubiquity of the internet have forever changed customer behaviors and expectations. Gartner has predicted that by 2020, 85% of all customer interactions will be digital. Largely, customers today are ‘Digital First’. Digital First customers are well informed, omni-channel, and impatient. Read the entire post here.

Sell more to existing customers to boost growth.

Yet growth often is faster and less costly if you’re in a position to sell more to existing customers. That means, however, that you, or maybe your number two person, need to actually stay in touch with customers. Lunch. A visit to the customer’s facility — anyplace where you can talk about your customer’s outlook and goals, and, especially, how your business can help.

Are Your Customer Success Stories Being Heard?

Communicating your customer’s successes can be one the strongest marketing approaches there is. Reviews have really changed the way we buy in the B2C world, and for B2B, really demonstrating the benefits of your product versus just telling can be a big differentiator in the buyer’s journey. Read the full article by Dan Trefethen here.



Curated by Jeff Nickerson and the Sparked team. Got feedback? Send an email to customerfitness@sparked.com

Sparked is the least expensive and quickest-to-setup solution for customer success teams. We help you cultivate fit customers. Give it a try.

Sparked Customer Fitness Feed – 2/10/16

The Sparked Customer Fitness Feed delivers *AWESOME* articles from around the Web to help customer success teams build a more fit customer base. Fit customers login more, spend more, and love your product more. Unfit customers don’t use your product and eventually churn out (gasp!). Let’s get’em fit.



WEDNESDAY, FEBRUARY 10, 2016

VC Firm Social Capital Opens Up Its ‘Magic 8-Ball’ Growth And Data Tools For Any Startup To Use.

When meal delivery service Sprig took on venture firm Social Capital as a new investor in the spring of 2015, the startup knew it was growing fast, but couldn’t always pinpoint why. Its marketing team consisted of one intern. While Sprig knew there was was a so-called “magic moment” when customers became die-hard repeat users of the product, Sprig didn’t know exactly when that moment occurred. Read how Social Capital stepped in to help.

How to Find Your Customer Lifetime Value to Customer Acquisition Cost Ratio (LTV:CAC)

Do you know the value of your customers? More specifically, do you know the value of your customers throughout their lifetime with you as it compares to what you spent to gain those customers? Find out what LTV:CAC is here.

Growing Customer Lifetime Value: Here’s the Secret Sauce.

Your customers are the most important drivers of growth for your business. They’re often the reason new clients seek you out, and they serve as the source for post-sale opportunities and recurring revenue. It’s the simple truth. But what’s also true is that in today’s digital age and dynamic business environment, where trust and loyalty isn’t what they used to be, maintaining customer health can be challenging to say the least.

The Golden Rule of Customer Success – 8 Guiding Principles.

The term “customer success” is fast becoming one of the most talked about topics in business today. A whole industry has emerged around customer success and a plethora of resources have been created to support the new function and mindset: websites, white papers, webinars, conferences, and technologies exist to guide, advise and help you along the way to not only help add “customer success” as a department, but to instill it as a mindset across your company culture.

The True Value of Customer Loyalty Programs.

A whopping 75% of US companies with loyalty programs generate a return on investment. Here’s a look at the myriad benefits of investing in a customer loyalty program. More reasons for having a customer loyalty program in this infographic.



Curated by Jeff Nickerson and the Sparked team. Got feedback? Send an email to customerfitness@sparked.com

Sparked is the least expensive and quickest-to-setup solution for customer success teams. We help you cultivate fit customers. Give it a try.

Sparked Customer Fitness Feed – 2/9/16

The Sparked Customer Fitness Feed delivers *AWESOME* articles from around the Web to help customer success teams build a more fit customer base. Fit customers login more, spend more, and love your product more. Unfit customers don’t use your product and eventually churn out (gasp!). Let’s get’em fit.



TUESDAY, FEBRUARY 9, 2016

4 Using Predictive Analytics to Stop Silent Customer Churn.

Silent customers pose a major risk to companies. They rarely let companies know when there is a problem or when they are dissatisfied and then they unexpectedly cancel their services or simply never return to a business. Read the full post here.

What Really Makes B2B Buyers Loyal to Their Suppliers?

It’s easy to forget that customer experience is a multi-faceted phenomenon that results from all the interactions that a customer or potential customer has with a company, only some of which involve marketing communications or marketing content. Read more here.

Customer Loyalty Trends in 2016.

The customer loyalty landscape is changing rapidly and that pace of change is only likely to accelerate in 2016. More and more, companies are viewing their loyalty investments as an opportunity to differentiate themselves and drive positive ROI for the business, as a profit center rather than just a cost of doing business. Three of the key trends driving this change in mindset are: personalization, the omni-channel customer experience and connected devices.

The three things you can do to deliver a better customer experience.

Every journey begins with a single step. When it comes to improving customer experience, the first step in your journey can be a simple one. Just ask yourself: “How can we make this experience better? There’s little doubt that the broader discipline of customer experience management is complex; it encompasses no less than every segment, function, journey and customer-facing process or technology your company employs. But at core, the process is relatively simple – anyone can do it.

Get the Most from your Voice of Customer Data.

Voice of Customer (VoC) is the in-depth process of capturing a customer’s expectations, preferences and aversions. It plays a huge role in ensuring an optimum customer experience. As Steve Cannon, CEO of Mercedes-Benz USA, said recently, “Customer experience is the new marketing.” So if that’s the case, it’s important that companies get as much out of their data as they can.



Curated by Jeff Nickerson and the Sparked team. Got feedback? Send an email to customerfitness@sparked.com

Sparked is the least expensive and quickest-to-setup solution for customer success teams. We help you cultivate fit customers. Give it a try.

Sparked Customer Fitness Feed – 2/5/16

The Sparked Customer Fitness Feed delivers *AWESOME* articles from around the Web to help customer success teams build a more fit customer base. Fit customers login more, spend more, and love your product more. Unfit customers don’t use your product and eventually churn out (gasp!). Let’s get’em fit.



FRIDAY, FEBRUARY 5, 2016

4 Ways Customer Onboarding Is the Secret to Startup Success.

Aaron Agius gives us an artice that explains why customer onboarding is about introducing new customers to your business by showing them the services available and ensuring their experience is as simple and streamlined as possible. For startups in particular, strong customer onboarding is a secret to success.

The Secret Weapon in Customer Loyalty.

You can’t hack customer loyalty. At least that is what Brandon Carter declares in this recent post. There are no shortcuts or growth hacks or magic incense you can burn that will convert masses of people into raving evangelists for a brand. Read the blog post here.

StubHub Adds New Feature to Drive Personalized Customer Experience.

StubHub, the world’s largest ticket market place, recently announced the launch of a new ticket recommendation feature that will enhance the personalized customer experience currently available on the ecommerce platform. In this article Jim Tierney of Loyalty360 talks to Ryan Kennedy, Senior Product Manager for StubHub, to learn more about how this new feature will enhance the customer experience.

The Customer Journey Ingredient That Leads to Customer Success.

The Customer Journey is essential as it illustrates the steps your customers go through in engaging with your company, whether it is a product, an online experience, retail experience, or a service, or any combination. It is critical to know of these steps (or touch points) both from an external perspective and an internal perspective. Read more about Customer Experience in this article.

Why Amazon Prime Is A Great Competitive Advantage For Amazon.

As more retailers establish their strong online presence and as Google Shopping’s popularity increases, competitive pricing will be a huge factor in attracting customers. Amazon Prime can be Amazon’s path to sustainable and stable revenue growth. For instance, in Q4 2015, worldwide paid Prime members increased 51% year-over-year. Check out Nicholas Mushaike’s full write-up here.



Curated by Jeff Nickerson and the Sparked team. Got feedback? Send an email to customerfitness@sparked.com

Sparked is the least expensive and quickest-to-setup solution for customer success teams. We help you cultivate fit customers. Give it a try.

Sparked Customer Fitness Feed – 2/4/16

The Sparked Customer Fitness Feed delivers *AWESOME* articles from around the Web to help customer success teams build a more fit customer base. Fit customers login more, spend more, and love your product more. Unfit customers don’t use your product and eventually churn out (gasp!). Let’s get’em fit.



THURSDAY, FEBRUARY 4, 2016

Customer Success: The Best Kept Secret of Hyper-Growth.

Alex McClafferty shares an interview with SaaS expert, and Gainsight Customer Success Evangelist Lincoln Murphy in this well written look at what his view of customer success means in today’s space, as well as what the customer success gap is. Full interview here.

Customer Success as a Culture – How Tinderbox Aligns Sales with Customer Success.

To succeed with customer success at your organization, it takes alignment and collaboration with Sales. We interviewed and asked 7 industry-leading sales executives their advice on how they put customers first throughout the sales process at their companies. In this post, the author explores Adam Becker’s, (Director, Sales & Account Management at TinderBox) approach to customer success alignment as it relates to his sales team. Read the blog post here.

10 Customer Retention Strategies to Implement Today.

Bringing in new customers is hard, but losing them is easy (and costly). That’s why customer retention is critical. Len Markidan covers some great Customer Retention strategies in this article by Len Markidan.

All Onboard: How Samuel Hulick’s Teardowns are Influencing Your.

In this article by Caroline Leung we learn about Samuel Hulick who runs UserOnboard, a one-person consulting operation that helps software services better acquire new users. Samuel has built a cult following in an oft-overlooked aspect of design by publishing teardowns: witty, step-by-step critiques of the onboarding flow for popular software services, such as Slack, Buffer, and Twitter. It’s an amazing story of growing his “Onboarding Teardowns,” which if you haven’t checked out, you should.

Top Three Customer Retention Tips.

Ignoring customer attrition can lead a company down a dangerous path. In fact, neglecting your existing customer base could be doing your businesses a great financial disservice, as 65% of a company’s business comes from existing customers, according to the Customer Research Institute. Moreover, it’s projected to cost five times as much to attract a new customer than to keep an existing one. Read the full article here.



Curated by Jeff Nickerson and the Sparked team. Got feedback? Send an email to customerfitness@sparked.com

Sparked is the least expensive and quickest-to-setup solution for customer success teams. We help you cultivate fit customers. Give it a try.