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.