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href="https://app.surveysparrow.com/login"><svg xmlns="http://www.w3.org/2000/svg" width="21" height="21" viewBox="0 0 18 18" fill="none" class="stroke-white xl:group-hover:stroke-white"><path d="M4 14C5.44247 12.9181 7.19691 12.3333 9 12.3333C10.8031 12.3333 12.5575 12.9181 14 14M16.5 9C16.5 13.1421 13.1421 16.5 9 16.5C4.85786 16.5 1.5 13.1421 1.5 9C1.5 4.85786 4.85786 1.5 9 1.5C13.1421 1.5 16.5 4.85786 16.5 9ZM11.5 7.33333C11.5 8.71404 10.3807 9.83333 9 9.83333C7.61929 9.83333 6.5 8.71404 6.5 7.33333C6.5 5.95262 7.61929 4.83333 9 4.83333C10.3807 4.83333 11.5 5.95262 11.5 7.33333Z" stroke-width="1.5" stroke-linecap="round" stroke-linejoin="round"></path></svg><p class="font-tenon group-hover:text-primary-600 text-base font-medium leading-tight transition-all duration-300 ease-in-out text-white">Login</p></a><div class="w-full border-b border-[#64748b26] max-xl:my-3 max-md:h-px"></div><button type="button" aria-haspopup="dialog" aria-expanded="false" aria-controls="radix-:Rsqiilta:" 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14.1665H13.2266ZM11.4044 2.52902C6.71774 2.12152 2.84857 5.99068 3.25607 10.6774C3.56607 14.2432 6.48274 17.1599 10.0486 17.4699C14.7352 17.8774 18.6044 14.009 18.1969 9.32152C17.8869 5.75652 14.9702 2.83985 11.4044 2.52902Z" stroke-width="1.5" stroke-linecap="round" stroke-linejoin="round"></path></svg><p class="text-white font-tenon group-hover:text-primary-600 pl-2 text-base font-medium leading-tight ">ENG</p><div class="ml-[5px] transition-transform duration-300"><svg xmlns="http://www.w3.org/2000/svg" width="7" height="4" viewBox="0 0 7 4" fill="none" class="stroke-white group-hover:stroke-white"><path d="M1 0.666748L3.66667 3.33341L6.33333 0.666748" stroke-width="1.2" stroke-linecap="round" stroke-linejoin="round"></path></svg></div></button><div data-state="closed" id="radix-:R1daiilta:" hidden="" role="region" aria-labelledby="radix-:Rdaiilta:" data-orientation="vertical" class="accordion--content" 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11.6665L10.7266 14.1665H13.2266ZM11.4044 2.52902C6.71774 2.12152 2.84857 5.99068 3.25607 10.6774C3.56607 14.2432 6.48274 17.1599 10.0486 17.4699C14.7352 17.8774 18.6044 14.009 18.1969 9.32152C17.8869 5.75652 14.9702 2.83985 11.4044 2.52902Z" stroke-width="1.5" stroke-linecap="round" stroke-linejoin="round"></path></svg><p class="font-tenon pl-2 text-base font-medium leading-tight max-md:text-xs max-md:leading-normal text-white">ENG</p><div class="ml-1.5 transition-transform duration-300"><svg xmlns="http://www.w3.org/2000/svg" width="7" height="4" viewBox="0 0 7 4" fill="none" class="stroke-white group-hover:stroke-white"><path d="M1 0.666748L3.66667 3.33341L6.33333 0.666748" stroke-width="1.2" stroke-linecap="round" stroke-linejoin="round"></path></svg></div></button></li></ul></div></nav></div></div></div></div></div></div></div></div></div></header><main><div class="font-inter bg-[#171c23] __variable_4b8ed2 __variable_82a532"><div class="overflow-hidden pt-44 md:pt-48 pb-20"><div class="flex items-start overflow-hidden max-md:mr-0 max-md:mt-8 lg:w-full gap-x-3 md:gap-x-8 !justify-center [&>*:nth-child(2)]:basis-[80%] md:[&>*:nth-child(2)]:basis-[70%]flex-row h-[220px] sm:h-[348px] md:h-[396px] justify-center" data-testid="loading-element"><span class="flex-[0_0_90%] md:max-w-[599px] md:flex-[0_0_70%]] lg:max-w-[673px] h-full lg:h-[406px]" aria-live="polite" aria-busy="true"><span class="react-loading-skeleton mb-8 min-w-[200px] max-md:mr-0 max-md:w-full md:max-w-full lg:w-[29%] h-[216px] sm:h-[344px] md:h-[96%] rounded-[15px]" style="width:100%;border-radius:15px;--base-color:#374151;--highlight-color:#e5d7d717">‌</span><br/></span><span class="flex-[0_0_90%] md:max-w-[599px] md:flex-[0_0_70%]] lg:max-w-[673px] h-full lg:h-[406px]" aria-live="polite" aria-busy="true"><span class="react-loading-skeleton mb-8 min-w-[200px] max-md:mr-0 max-md:w-full md:max-w-full lg:w-[29%] h-[216px] sm:h-[344px] md:h-[96%] rounded-[15px]" style="width:100%;border-radius:15px;--base-color:#374151;--highlight-color:#e5d7d717">‌</span><br/></span><span class="flex-[0_0_90%] md:max-w-[599px] md:flex-[0_0_70%]] lg:max-w-[673px] h-full lg:h-[406px]" aria-live="polite" aria-busy="true"><span class="react-loading-skeleton mb-8 min-w-[200px] max-md:mr-0 max-md:w-full md:max-w-full lg:w-[29%] h-[216px] sm:h-[344px] md:h-[96%] rounded-[15px]" style="width:100%;border-radius:15px;--base-color:#374151;--highlight-color:#e5d7d717">‌</span><br/></span></div>;</div><section class="container"><section class="pb-12" id="category-1"><h2 class="text-xl mb-6 text-white font-normal leading-snug test-left md:text-2xl">Customer Experience</h2><div class="grid grid-cols-1 gap-8 sm:grid-cols-2 lg:grid-cols-3 mb-7" data-testid="data-section"><a href="/sparrowcast/personal-branding-building-trust-beyond-connections" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="personal branding" title=" Personal Branding: Building Trust Beyond Connections" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fstatic.surveysparrow.com%2Fsite%2Fstrapi-content%2Fuploads%2F2024%2F05%2Fsmall_without_logo_84ac325554.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fstatic.surveysparrow.com%2Fsite%2Fstrapi-content%2Fuploads%2F2024%2F05%2Fsmall_without_logo_84ac325554.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fstatic.surveysparrow.com%2Fsite%2Fstrapi-content%2Fuploads%2F2024%2F05%2Fsmall_without_logo_84ac325554.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white"> Personal Branding: Building Trust Beyond Connections</h6><p class="text-base font-normal leading-5 text-white">Vladimer Botsvadze</p><p class="text-xs leading-4">Advisory Board Member of the United States Artificial Intelligence Institute</p></div></a><a href="/sparrowcast/learning-and-development-measuring-impactful-business-success" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="Podcast-with-GaryDeNardo-on-L&D-Measuring-Impactful-Business-Success" title="Podcast with GaryDeNardo on L&D: Measuring Impactful Business Success" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fstatic.surveysparrow.com%2Fsite%2Fstrapi-content%2Fuploads%2F2024%2F04%2Fsmall_Gary_De_Nardo_Thumbnail_3ea6bad8a1.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fstatic.surveysparrow.com%2Fsite%2Fstrapi-content%2Fuploads%2F2024%2F04%2Fsmall_Gary_De_Nardo_Thumbnail_3ea6bad8a1.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fstatic.surveysparrow.com%2Fsite%2Fstrapi-content%2Fuploads%2F2024%2F04%2Fsmall_Gary_De_Nardo_Thumbnail_3ea6bad8a1.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white">Learning and Development: Measuring Impactful Business Success</h6><p class="text-base font-normal leading-5 text-white">Gary DeNardo</p><p class="text-xs leading-4">Senior Customer Success Manager</p></div></a><a href="/sparrowcast/7-ways-to-create-a-soothing-cx" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="7 Ways to Create a Soothing CX" title="7 Ways to Create a Soothing CX" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2F7-ways-to-create-a-soothing-cx.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2F7-ways-to-create-a-soothing-cx.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2F7-ways-to-create-a-soothing-cx.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white">7 Ways to Create a Soothing CX</h6><p class="text-base font-normal leading-5 text-white">Matthew Larson</p><p class="text-xs leading-4">Senior Director of Client Experience, Optum</p></div></a><a href="/sparrowcast/how-to-improve-cx-program-efficiency" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="How to Improve the Efficiency of Your CX Program" title="How to Improve the Efficiency of Your CX Program" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fstacy-justino.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fstacy-justino.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fstacy-justino.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white">How to Improve the Efficiency of Your CX Program</h6><p class="text-base font-normal leading-5 text-white">Stacy Justino</p><p class="text-xs leading-4">Director of Customer Happiness, Wistia</p></div></a><a href="/sparrowcast/customer-engagement-during-times-of-crisis" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="Customer Engagement During Times of Crisis" title="Customer Engagement During Times of Crisis" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fmaranda-ann.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fmaranda-ann.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fmaranda-ann.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white">Customer Engagement During Times of Crisis</h6><p class="text-base font-normal leading-5 text-white">Maranda Ann</p><p class="text-xs leading-4">Senior Vice President- Customer Success and People Operations, Swiftly, Inc.</p></div></a><a href="/sparrowcast/why-customer-centricity-is-important-anika-tannebaum" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="Importance of Customer Centricity" title="Importance of Customer Centricity" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fanika-tannebaum.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fanika-tannebaum.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fanika-tannebaum.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white">Importance of Customer Centricity</h6><p class="text-base font-normal leading-5 text-white">Anika Tannebaum</p><p class="text-xs leading-4">Customer Centricity & Leadership Expert</p></div></a><a href="/sparrowcast/customer-success-performance-index-andreas-knoefel" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="How to measure Customer Success Performance Index™" title="How to measure Customer Success Performance Index™" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fandreas-knoefel.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fandreas-knoefel.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fandreas-knoefel.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white">How to measure Customer Success Performance Index™</h6><p class="text-base font-normal leading-5 text-white">Andreas Knoefel</p><p class="text-xs leading-4">Management Consultant & Inventor of the Customer Success Performance Index™</p></div></a><a href="/sparrowcast/customer-success-culture-david-sakamoto" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="Customer Success Culture" title="Customer Success Culture" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fdavid-sakamoto.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fdavid-sakamoto.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fdavid-sakamoto.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white">Customer Success Culture</h6><p class="text-base font-normal leading-5 text-white">David Sakamoto</p><p class="text-xs leading-4">VP - Customer Success, GitLab Inc.</p></div></a><a href="/sparrowcast/how-customer-success-make-your-company-more-money-julie-wu" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="How Does Customer Success Make Your Company More Money" title="How Does Customer Success Make Your Company More Money" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fjulie-wu.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fjulie-wu.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fjulie-wu.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white">How Does Customer Success Make Your Company More Money</h6><p class="text-base font-normal leading-5 text-white">Julie Wu</p><p class="text-xs leading-4">Director, Customer Success, Bitly</p></div></a><a href="/sparrowcast/how-to-leverage-nps-to-build-advocacy-irit-eizips" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="How to leverage NPS to build advocacy" title="How to leverage NPS to build advocacy" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Firit-eizips.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Firit-eizips.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Firit-eizips.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white">How to leverage NPS to build advocacy</h6><p class="text-base font-normal leading-5 text-white">Irit Eizips</p><p class="text-xs leading-4">Chief Customer Officer & CEO, CSM Practice</p></div></a><a href="/sparrowcast/measuring-nps-using-net-promoter-system-rob-markey" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="Difference Between Measuring Your NPS vs. Using The Net Promoter System" title="Difference Between Measuring Your NPS vs. Using The Net Promoter System" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Frob-markey.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Frob-markey.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Frob-markey.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white">Difference Between Measuring Your NPS vs. Using The Net Promoter System</h6><p class="text-base font-normal leading-5 text-white">Rob Markey</p><p class="text-xs leading-4">Partner, Bain & Company</p></div></a><a href="/sparrowcast/how-videos-help-build-customer-trust-stacy-justino" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="How do Videos Help Build Trust with Customers" title="How do Videos Help Build Trust with Customers" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fstacy-justino-2.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fstacy-justino-2.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fstacy-justino-2.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white">How do Videos Help Build Trust with Customers</h6><p class="text-base font-normal leading-5 text-white">Stacy Justino</p><p class="text-xs leading-4">Director of Customer Happiness, Wistia</p></div></a><a href="/sparrowcast/importance-of-customer-feedback-for-product-led-growth" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="Importance Of Customer Feedback For Product-led Growth" title="Importance Of Customer Feedback For Product-led Growth" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fdavid-dudi-rubinstein.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fdavid-dudi-rubinstein.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fdavid-dudi-rubinstein.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white">Importance Of Customer Feedback For Product-led Growth</h6><p class="text-base font-normal leading-5 text-white">David (Dudi) Rubinstein</p><p class="text-xs leading-4">Head of Customer Success and Services, Craft.io</p></div></a><a href="/sparrowcast/designing-fail-proof-closed-loop-feedback-process-annette-franz" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="Designing A Fail-proof Closed Loop Feedback Process" title="Designing A Fail-proof Closed Loop Feedback Process" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fannette-franz.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fannette-franz.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fannette-franz.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white">Designing A Fail-proof Closed Loop Feedback Process</h6><p class="text-base font-normal leading-5 text-white">Annette Franz</p><p class="text-xs leading-4">Founder & CEO, CX Journey</p></div></a><a href="/sparrowcast/alex-mead" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="How to Make Customer Surveys More Meaningful" title="How to Make Customer Surveys More Meaningful" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Falex-mead.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Falex-mead.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Falex-mead.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white">How to Make Customer Surveys More Meaningful</h6><p class="text-base font-normal leading-5 text-white">Alex Mead</p><p class="text-xs leading-4">Director of Customer Success, Silah Gulf</p></div></a><a href="/sparrowcast/kristy-traill" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="How to Manage Social Customer Support" title="How to Manage Social Customer Support" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fkristy-traill.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fkristy-traill.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fkristy-traill.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white">How to Manage Social Customer Support</h6><p class="text-base font-normal leading-5 text-white">Kristy Traill</p><p class="text-xs leading-4">Vice President Client Advocacy, Yext</p></div></a><a href="/sparrowcast/maranda-ann" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="How to Start your NPS Program" title="How to Start your NPS Program" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fmaranda-ann-2.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fmaranda-ann-2.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fmaranda-ann-2.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white">How to Start your NPS Program</h6><p class="text-base font-normal leading-5 text-white">Maranda Ann</p><p class="text-xs leading-4">Vice President Customer Success, Swiftly, Inc.</p></div></a><a href="/sparrowcast/dennis-snow" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="How Little Wows Add Up to a Big Sale" title="How Little Wows Add Up to a Big Sale" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fdennis-snow.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fdennis-snow.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fdennis-snow.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white">How Little Wows Add Up to a Big Sale</h6><p class="text-base font-normal leading-5 text-white">Dennis Snow</p><p class="text-xs leading-4">President, Snow</p></div></a><a href="/sparrowcast/ari-hoffman" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="Difference between Customer Marketing & Customer Advocacy" title="Difference between Customer Marketing & Customer Advocacy" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fari-hoffman.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fari-hoffman.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fari-hoffman.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white">Difference between Customer Marketing & Customer Advocacy</h6><p class="text-base font-normal leading-5 text-white">Ari Hoffman</p><p class="text-xs leading-4">Director of Customer Advocacy, Coveo</p></div></a><a href="/sparrowcast/rajat-chawla" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="Most Valuable Contributor for Delivering Great Customer Experience" title="Most Valuable Contributor for Delivering Great Customer Experience" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Frajat-chawla.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Frajat-chawla.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Frajat-chawla.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white">Most Valuable Contributor for Delivering Great Customer Experience</h6><p class="text-base font-normal leading-5 text-white">Rajat Chawla</p><p class="text-xs leading-4">CEO, Koyopo</p></div></a><a href="/sparrowcast/shep-hyken" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="How to Earn a Perfect Satisfaction Score" title="How to Earn a Perfect Satisfaction Score" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fshep-hyken.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fshep-hyken.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fshep-hyken.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white">How to Earn a Perfect Satisfaction Score</h6><p class="text-base font-normal leading-5 text-white">Shep Hyken</p><p class="text-xs leading-4">Founder at Shepard Presentations</p></div></a></div></section><section class="pb-12" id="category-2"><h2 class="text-xl mb-6 text-white font-normal leading-snug test-left md:text-2xl">Employee Experience</h2><div class="grid grid-cols-1 gap-8 sm:grid-cols-2 lg:grid-cols-3 mb-7" data-testid="data-section"><a href="/sparrowcast/ex-insights-perspectives-rupinder-sihra" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="EX: Insights & Perspectives" title="EX: Insights & Perspectives" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2023%2F07%2FEE-1.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2023%2F07%2FEE-1.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2023%2F07%2FEE-1.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white">EX: Insights & Perspectives</h6><p class="text-base font-normal leading-5 text-white">Rupinder Sihra</p><p class="text-xs leading-4">HR Manager at Abalta Technologies</p></div></a><a href="/sparrowcast/ensuring-the-best-remote-work-culture" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="Ensuring the Best Remote Work Culture" title="Ensuring the Best Remote Work Culture" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fswetha-harikrishnan.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fswetha-harikrishnan.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fswetha-harikrishnan.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white">Ensuring the Best Remote Work Culture</h6><p class="text-base font-normal leading-5 text-white">Swetha Harikrishnan</p><p class="text-xs leading-4">HR Director, HackerEarth</p></div></a><a href="/sparrowcast/build-personal-brand-morgan-j-ingram" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="How to Build a Personal Brand" title="How to Build a Personal Brand" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fmorgan-j-ingram.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fmorgan-j-ingram.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fmorgan-j-ingram.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white">How to Build a Personal Brand</h6><p class="text-base font-normal leading-5 text-white">Morgan J Ingram</p><p class="text-xs leading-4">Director of Sales Execution and Evolution, JBarrows Sales Training</p></div></a></div><div class="font-normal text-right"><button class=" text-primary hover:opacity-80" type="button">See more</button></div></section><section class="pb-12" id="category-3"><h2 class="text-xl mb-6 text-white font-normal leading-snug test-left md:text-2xl">Product Experience</h2><div class="grid grid-cols-1 gap-8 sm:grid-cols-2 lg:grid-cols-3 mb-7" data-testid="data-section"><a href="/sparrowcast/creating-a-successful-growth-engine" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="Creating a Successful Growth Engine" title="Creating a Successful Growth Engine" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fcreating-a-successful-growth-engine.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fcreating-a-successful-growth-engine.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fcreating-a-successful-growth-engine.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white">Creating a Successful Growth Engine</h6><p class="text-base font-normal leading-5 text-white">Mickey Alon</p><p class="text-xs leading-4">CTO & Founder, Gainsight PX</p></div></a><a href="/sparrowcast/focusing-on-revenue-over-funding" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="Focusing on Revenue over Funding" title="Focusing on Revenue over Funding" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Ffocusing-on-revenue-over-funding.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Ffocusing-on-revenue-over-funding.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Ffocusing-on-revenue-over-funding.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white">Focusing on Revenue over Funding</h6><p class="text-base font-normal leading-5 text-white">Subhanjan Sarkar</p><p class="text-xs leading-4">Founder, PitchLink</p></div></a><a href="/sparrowcast/getting-through-the-covid19-pandemic" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="Getting Through the COVID-19 Pandemic Successfully" title="Getting Through the COVID-19 Pandemic Successfully" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fgetting-through-the-covid19-pandemic.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fgetting-through-the-covid19-pandemic.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fgetting-through-the-covid19-pandemic.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white">Getting Through the COVID-19 Pandemic Successfully</h6><p class="text-base font-normal leading-5 text-white">Kristi Faltorusso</p><p class="text-xs leading-4">Vice President of Customer Success, ClientSuccess</p></div></a></div><div class="font-normal text-right"><button class=" text-primary hover:opacity-80" type="button">See more</button></div></section><section class="pb-12" id="category-4"><h2 class="text-xl mb-6 text-white font-normal leading-snug test-left md:text-2xl">Learning Centre</h2><div class="grid grid-cols-1 gap-8 sm:grid-cols-2 lg:grid-cols-3 mb-7" data-testid="data-section"><a href="/sparrowcast/what-is-performance-management" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="What is Performance Management & How To Do It Right" title="What is Performance Management & How To Do It Right" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fperformance-management.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fperformance-management.png&w=1080&q=75 2x" 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Therefore, it’s high time employees have to keep learning and enhancing their skills. Companies have to take care of employees’ concerns by using the All Hands survey, Employee pulse survey, and engagement survey and that has to be conducted on a monthly basis.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eOpen Communication Resolves Issues:\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eEmployee Experience is a combination of technology, culture, and workplace. Apart from HR leadership, middle management, and employees are also responsible for engaging employee experience. All Hands Survey should be completely anonymous and kept confidential. So, it's necessary for every employee to speak up about their concerns to get resolved.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003ePost-pandemic Changes:\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eLeadership has become more empathetic and supportive. Mental well-being has become more important. Thus, it is vital for companies to recognize employees for their achievements and they have to allocate a budget for rewards and recognition purposes.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eEmployees Are The Heart Of Any Organization:\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eEmployees are the heart of any organization and taking care of employees eventually builds up your business. Therefore, to address the common problem of employees feeling unwelcomed, excluded, and insecure about their job, we must constantly support them, which will enhance their psychological safety. Moreover, internal referrals are a measure of how happy your employees are.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"23:T99d,"])</script><script>self.__next_f.push([1,"\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eDriving sustainable growth requires power-packed mechanisms known as engines of growth. And, it is the sales, marketing and product teams of a business that contribute in powering these engines and driving traffic. Creating a successful growth engine is vital for any business to generate more revenue as well as to boost customer success.\u003cbr\u003eSo, how do you build an amazing growth engine for your company? Make way for growth with these five top strategies!\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eDesign your Road Map for Growth\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eLook at your goals and spell out the major steps to achieve them. Get your stakeholders and team members on board to focus on the big picture. Bring your road map to life by aligning customer expectations with your business model. Chalk out milestones in powering your revenue growth engine.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eOffer Frictionless User-onboarding\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eMake moments of wow a reality for your customers. Discover friction points in user onboarding right from the first touchpoint. Integrate physical and digital channels strategically to improve customer experience. Leverage your data to better migrate a user smoothly from activation to retention.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eFocus on Product Adoption\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eDemonstrate the utility of your product in the early stages of interaction. Personalise their experiences keeping in mind their needs. Keep your customers excited throughout their journey. Tap into customer testimonials, product demos and case studies to help potential customers picture outcomes. Stay accessible at all times. \u003c/span\u003e\u003c/p\u003e\u003ch3\u003eEnable Closed-loop Feedback\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eFrom improving customer satisfaction and retention to increasing revenue and learning opportunities, closing the loop completes the puzzle. Gather valuable feedback from your customers using surveys like NPS or CSAT. Make use of sentiment analysis to obtain a deeper understanding. Act on these powerful and real-time insights.\u003c/span\u003e\u003c/p\u003e \u003ch3\u003eCultivate an Outcome-driven Mindset\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eImprove your existing features to ensure maximum benefits for your customers. Achieve cross-division collaboration between various departments for better customer value fulfilment. Opt for better outcomes-oriented metrics such as customer satisfaction, issues resolved and adoption rates.\u003c/span\u003e\u003c/p\u003e"])</script><script>self.__next_f.push([1,"24:Td46,"])</script><script>self.__next_f.push([1,"\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eThe world is now recovering from the pandemic, with some workplaces beginning to open up while others still banking on ‘work from homes’.\u0026nbsp; In times as these, employee performance management has become crucial yet daunting with employees scattered around the globe, struggling to cope up. In such a scenario, it becomes important to do regular employee engagement and \u003c/span\u003e\u003ca href=\"https://surveysparrow.com/use-cases/employee-pulse-surveys/\"\u003e\u003cspan style=\"font-weight: 400;\"\u003eemployee pulse surveys\u003c/span\u003e\u003c/a\u003e\u003cspan style=\"font-weight: 400;\"\u003e. Creating surveys that can be shared through your organization’s internal communication tool like Slack, Teams, will improve the response rates. Scheduling a regular employee NPS survey can help you gauge overall employee loyalty and reduce attrition. A \u003c/span\u003e\u003ca href=\"https://surveysparrow.com/360-feedback-survey/\"\u003e\u003cspan style=\"font-weight: 400;\"\u003e360-degree survey\u003c/span\u003e\u003c/a\u003e\u003cspan style=\"font-weight: 400;\"\u003e can be used effectively to encourage personal development as well as improve performance and accountability. Considering the current pandemic situation, even COVID- related surveys for symptom checks, transportation or work from home requests, contact tracing and more can be utilized for employee safety. \u003c/span\u003e\u003ca href=\"https://surveysparrow.com/slack-survey-poll/\"\u003e\u003cspan style=\"font-weight: 400;\"\u003eRemote daily scrums\u003c/span\u003e\u003c/a\u003e\u003cspan style=\"font-weight: 400;\"\u003e can take your employee engagement to the next level.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003ca href=\"https://surveysparrow.com/what-is-performance-management/\"\u003e\u003cspan style=\"font-weight: 400;\"\u003ePerformance management \u003c/span\u003e\u003c/a\u003e\u003cspan style=\"font-weight: 400;\"\u003eis a continuous process involving constant interaction with employees to create a supportive work environment. Such a workplace enhances their abilities, hence producing quality work while keeping up with the organization’s mission.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eSounds complex? We’re here to help you make the process easier and better.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eMeet Regularly\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eNothing can beat the constant interaction and engagement between managers and employees. This helps with the timely evaluation of progress at different stages.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eAlign Progress with the Mission\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eThe success of an organization is tied to the impact that an employee creates. Help employees understand the importance of their roles in achieving organizational goals.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eCreate Measurable Expectations\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eIt is vital to create performance-based expectations so that the employee understands how success is measured in your organization.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eGenerate Personalized Development Plans\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eThe plan must explore key job performance competencies like their strengths, areas of improvement, blind spots, and hidden talents. A proper performance management tool can help managers adjust workflows and formulate plans.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eEvery organization aspires to a healthier, transparent, and productive work culture. Quality performance management takes your brand to the next level and helps in the overall development. Plan, review, track, and act, and the marketplace is yours!\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"25:T8e4,"])</script><script>self.__next_f.push([1,"\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eEntrepreneurs crave fast growth. Businesses often mark the beginning of their end when they fail to grow rapidly. They fail at securing funding and find it difficult to thrive in the market.\u003cbr\u003eIt’s loud enough – Growth drives more growth, which leads to even more growth. The key to boosting the growth of your business lies in your ability to generate revenue.\u003cbr\u003eSet your growth wheels in motion with these efficient strategies to boost your revenue and keep your business alive.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eRevenue Vs Funding\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003ePursuing funding when done strategically can help your business reach its potential. While funding can help you keep the wheels turning, it can be detrimental if revenue never catches up. Focusing on revenue generation by creating the right product for the right market can lead to sustainable growth. Clearly, revenue emerges as the certification for success.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eReach out to your Customers\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eProactive outreach drives positive customer experiences which translates into retention. It improves customer lifetime value, carving a growth possibility. Great customer engagement brings back lost clients and leads to repeat purchases. Keeping the communication channels open and active also encourages customer advocacy and brings in referrals. \u003c/span\u003e\u003c/p\u003e\u003ch3\u003eBuilding Valuable Relationships\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eRelationships based on trust and gratitude improves customer loyalty and adds to your fuel. Proactively communicating with prospects can lead to increased conversion, driving revenue for your business. Personalize your customer experiences depending on their unique needs. Maintain valuable customer relationships, continuously encouraging feedback for your growth. \u003c/span\u003e\u003c/p\u003e\u003ch3\u003eCustomer Support \u0026 Success – A Task for All\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003e70% of consumers will support a company that delivers great customer service. Your entire crew plays a role in shaping customer service and bringing in more revenue. Ensure active employee participation so that your business stays ahead of the competition. Remember, a customer-driven marketplace requires adequate focus on CRM.\u003c/span\u003e\u003c/p\u003e"])</script><script>self.__next_f.push([1,"26:T6b6,"])</script><script>self.__next_f.push([1,"\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eBusiness leaders globally have set up war rooms as a strategic response to the dip in revenues due to COVID-19. They continue to level up their strategies, networks, and resources to shape the future and build back better. Meanwhile, consumers are still adapting to the situation – exhibiting an array of purchase patterns. This has largely impacted the way businesses transact in the present scenario. Getting through the pandemic has become all the more vital for leaders all over the world.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003ePrioritize your Customers\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eOffer your customers the required guidance and support, staying true to your company values. Ensure that your organizational policies and rules place your customers at the forefront. Explore the scope of partnerships within your business community to achieve the desired customer outcomes. Reach out to them often and more.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eIncrease Flexibility\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eInnovate and personalize your delivery model to ensure superior experiences for your customers. Choose the right CRM platforms to address their unique needs quickly and efficiently. Closely collaborate between physical and digital channels. Invest in the data, technology, and systems required to deliver frictionless and flexible solutions. \u003c/span\u003e\u003c/p\u003e\u003ch3\u003eLook Forward with Clarity\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eShape your business operation model taking into account the extreme level of uncertainties. Figure out scenarios and arrive at a desired course of action. Act tactically and strategically ignoring the short-term losses. Focus on achieving long-term gains with dedicated effort.\u003c/span\u003e\u003c/p\u003e"])</script><script>self.__next_f.push([1,"27:T825,"])</script><script>self.__next_f.push([1,"\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eCustomer Experience (CX) drives over two-thirds of customer loyalty, more than brand and price combined. The impact is felt across the industry – 83 percent of executives feel that unimproved CX puts forth considerable revenue and market share risks. No doubt now – a great customer experience management (CXM) is inevitable.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eWin loyal customers by securing your Customer Experience program with these surefire strategies.\u003c/span\u003e\u003c/p\u003e\u003ch4\u003eBe Customer-centric\u003c/h4\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eTie your decisions, processes, and strategies to your customers instead of \u003c/span\u003e\u003cspan style=\"font-weight: 400;\"\u003eyour product or sales. Listen to your customers and make them part of solutions. Focus on creating positive experiences and building long-term relationships.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003ch4\u003eSet Achievable Goals\u003c/h4\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eOpt for specific, measurable goals. Align your goals with your mission. Focus on motivating action. Decide on achievable milestones, continuously encouraging momentum and awarding the deserved appreciation.\u0026nbsp;\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003ch4\u003eProper Target Setting\u003c/h4\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eSet targets at a business or department level. Specific targets that connect to employees are bound to add meaning to the customer journey. Ensure that employees have a shared vision across those areas.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003ch4\u003eGain Meaningful Insights\u003c/h4\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eEnsure a minimum number of responses to gain actionable insights. These meaningful observations translate into concrete actions and drive positive outcomes. Make use of NPS, CES, or CSAT surveys to elevate your CX program.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003ch4\u003eChoose the Right Metrics\u003c/h4\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eDecide on your target market and the relationship you want with your customers. Use transactional and relationship metrics strategically. Make sure things are in place in your customer loyalty program, always keeping in mind your KPIs.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"28:Tc22,"])</script><script>self.__next_f.push([1,"\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eThe boom of the internet has led us all into the age of information and we’re living in a data-driven world. Everything is accessible to everyone and a customer can easily compare between brands, products, and services in a click, and choose the one that suits them the best.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eTo put it into a clearer perspective, the world population has reached almost 8 billion, and this increasingly connected world makes it possible to see a potential customer in every single one of them.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eAt a time when 90% of CEOs believe their customers have the greatest impact on business, customer management ought to be important. \u003c/span\u003e\u003ca href=\"https://surveysparrow.com/customer-experience-management-cem-cxm/\"\u003e\u003cspan style=\"font-weight: 400;\"\u003eCustomer Experience Management\u003c/span\u003e\u003c/a\u003e\u003cspan style=\"font-weight: 400;\"\u003e aims at customer centricity, considering their needs and ensuring their happiness. Sounds difficult? With the right tools and effort, customer management can be accomplished.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003ca href=\"https://surveysparrow.com/customer-experience-management-software/\"\u003e\u003cspan style=\"font-weight: 400;\"\u003eCustomer Experience Management software\u003c/span\u003e\u003c/a\u003e\u003cspan style=\"font-weight: 400;\"\u003e helps businesses identify, monitor, manage and refine the experiences of each customer, throughout their journey. Customer interactions spread across every touchpoint are collected and analyzed, providing relevant insights.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eThe Right Experience Management Tool\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eBut how does one analyze the efficiency of the experience management tool? The right tool helps businesses spur action based on the data collected. The software triggers various actions based on the responses collected – \u003c/span\u003e\u003ca href=\"https://surveysparrow.com/features/custom-workflows/\"\u003e\u003cspan style=\"font-weight: 400;\"\u003ecustom workflows\u003c/span\u003e\u003c/a\u003e\u003cspan style=\"font-weight: 400;\"\u003e, automated ticketing, reputation management, and more. Having access to an executive dashboard helps you visually analyze multiple data on a single page. A customer experience management platform brings together all real-time data pertaining to customer interactions under one roof.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eEnd-to-End CX Platform Vs. Survey Tool\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eThis is where an end-to-end experience platform proves useful in comparison to a normal survey tool. With an end-to-end CX platform, you enjoy a hassle-free experience adding to the ease of use. Such a platform extends your functionalities with fewer resources and a superior pricing strategy. From sending surveys to acting upon the data collected, everything is managed by a single system, whereas a survey tool will make you run in-between different tools.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eCustomer management when done right, helps you increase customer loyalty, \u0026amp; thereby your repeat purchase rate, which in turn, implies revenue growth.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"29:T9ec,"])</script><script>self.__next_f.push([1,"\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eCustomer is king, they say. But how many brands step in and proactively focus on improving their customer experience? Research shows that investing in \u003c/span\u003e\u003ca href=\"https://surveysparrow.com/customer-experience/\"\u003e\u003cspan style=\"font-weight: 400;\"\u003eCustomer Experience\u003c/span\u003e\u003c/a\u003e\u003cspan style=\"font-weight: 400;\"\u003e (CX) initiatives has the potential to double the revenue of a business within 36 months.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eFret not. Here are some amazing ideas to help you improve the efficiency of your CX program, effortlessly!\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eTake Risks, Push Hard\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eIf you are confident enough of your product and its services, don’t be afraid to take risks. Chances are they work out and lead to new and unexplored capabilities, which will work wonders for your CX management initiatives. The more you make your customers happy, the more they will spend on your product.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eThe Big Picture Matters\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eBeing curious and aware of the big picture will help you plan the long-term strategies better. Making short-term decisions to stay safe is pretty easy. Staying focused on the long-term goals is vital to ensure the greater success of your team and thereby your customers.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eThe Employee-Customer Connection\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eThere is nothing like employees who understand their customers. \u003c/span\u003e\u003ca href=\"https://surveysparrow.com/blog/learning-more-about-your-customers-4-tactics-you-must-try/\"\u003e\u003cspan style=\"font-weight: 400;\"\u003eKnowing their customer\u003c/span\u003e\u003c/a\u003e\u003cspan style=\"font-weight: 400;\"\u003es’ needs will help employees bring out the best when it comes to ideas and solutions to \u003c/span\u003e\u003ca href=\"https://surveysparrow.com/blog/customer-experience-strategy/\"\u003e\u003cspan style=\"font-weight: 400;\"\u003eimprove customer experience\u003c/span\u003e\u003c/a\u003e\u003cspan style=\"font-weight: 400;\"\u003e. Knowing how you fare in CSAT helps with better decision-making.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eBe Solution-Driven\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eHave an open mind about out-of-the-box thinking. Don’t be afraid to explore further options as you go about finding solutions. However scary it may seem, taking that step forward will help you succeed in the long run.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eMore than two-thirds of companies now compete primarily on the basis of customer experience. Are you ready for that competition? Invest in your customer today!\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"2a:T7c5,"])</script><script>self.__next_f.push([1,"\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eWe’re always on the lookout for techniques to boost our sales and growth. In challenging times such as these, the traditional methods of sales need to reinvent itself to match the hurdles of today. While virtual sales strategies have proven their worth in many industries \u0026 organizations, room for improvement is always there. It should be a continuous process that helps you to design \u0026 adapt to the newest trends, \u0026 paradigm shifts.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eGet Creative\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eOne thing is for sure – customers are still looking to engage with your brand, but in different ways than before. Tap into your creativity, identify the strategies to initiate customer interactions, and work on stabilizing your relationship as you move forward. Be it through a demo, presentations, or video chat, be sure to make a human connection to improve the customer experience. \u003c/span\u003e\u003c/p\u003e\u003ch3\u003eRole of Video Prospecting \u0026 Deep Research\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eAdding video to your prospecting process provides a boost in engagement and improves your workflow. Personalize your videos for each prospect. Think outside the box each time you try to convert. The ultimate goal is to add value to the relationships you build.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eTime is Wealth\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eThe best salespeople are the ones who know how to manage their time. Effective time management is vital to sales success. Focus on tasks with maximum ROI. Know your goals and work smart. Keep track of your CRM and work towards increasing your sales potential.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eBridge the Gaps\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eBuilding smooth internal relationships is as critical for sales as building customer relationships. An effective employee relationship management improves job satisfaction and, ultimately, customer satisfaction. Employee success is deeply intertwined with customer success.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"2b:T827,"])</script><script>self.__next_f.push([1,"\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eNearly 3 out of 4 executives felt that the changes brought about by the COVID-19 pandemic would be a huge opportunity for growth. And the least surprising – only less than 30 percent of these same executives feel confident enough to face the new normal. While crisis management is on everyone’s agenda, unfortunately not many have actually stepped up to make the best use of the ongoing crisis. Level up your crisis management strategies with these tips on how to make the best use of the situation at hand.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eThe Best Opportunity to Change is Now\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eA crisis provides you with the best opportunity to reimagine, re-invent and re-emerge. These changes go a long way in paving the way for innovation. While your effective crisis management planning takes shape, build the blocks for the future by bringing about significant transformations.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eBring Out Your Best Version\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eCrises such as the pandemic are crucial moments for businesses to evolve rapidly. Work towards removing constraints and questioning previous logic in order to get the best business model in place. Use the opportunity to learn, discover and push your limits to set your growth strategies in motion.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eWork Hard to Bounce Back\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eUse your market insights to bring about new products, services, and business models, along with customer experience management tactics. Make considerable investments in marketing, IT, human resources, and logistics that will help you attain long-term resilience.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eBe Solution-Oriented\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eThe key is to identify the source of a challenge and come up with a meaningful solution. Be it evading your customers’ crisis or that of your employees, think critically and evaluate effectively to arrive at the right solution. While you plan revival, never lose sight of the purpose and goals you are looking to achieve.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"2c:T9c3,"])</script><script>self.__next_f.push([1,"\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eA tailored customer experience is now the new hot seller. 66% of customers now expect companies to understand their unique needs and expectations. If customer needs were challenging enough in open spaces, their expectations have now become even more difficult to decode in a world that has slipped into isolation. In difficult times such as these, customer success lies in delivering personalized, real-time experiences.\u003c/span\u003e\u003c/p\u003e\u003ch4\u003eCustomer Engagement: A Game-Changer\u003c/h4\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eWhile customers are coping with the shift from an offline to an online mode, businesses should try and step in to blur the boundaries. Now, more than ever, customers need vital information, support, and guidance in their digital-led experiences to make the most out of the solutions you deliver. It’s time to redesign your delivery model \u0026amp; reinvent your customer engagement strategies.\u003c/span\u003e\u003c/p\u003e\u003ch4\u003eEmpathy is Key\u003c/h4\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eCustomer interaction in this ‘new normal’ requires an upgrade of your tone, message, and platform. Understand your customers on a professional as well as a personal level. Furthermore, it’s crucial to maintain a proper balance between support and marketing. Your focus should be to care for your customers and build relationships that will last long after the crisis.\u003c/span\u003e\u003c/p\u003e\u003ch4\u003eAct Where There is a Low-Response\u003c/h4\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eDon’t let the non-responsive customers get the better of you. Reach out to them to understand their goals, and take the right actions to get them out of the limbo state. Initiate and build actionable conversations, proactively. Regular QBRs will help you gain better insights on how to add value to your customer’s experience. Customer engagement is vital to keep the churn rate at bay.\u003c/span\u003e\u003c/p\u003e\u003ch4\u003eRevamp Your Team Structure\u003c/h4\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eThe success of even the most sophisticated customer engagement model depends on your team. Grow your team with adequate training to handle the challenging requirements that the present scenario poses. With the right team, shape your customer engagement activities, hassle-free. Remember, the way you deal with customers during a crisis is likely to get imprinted in their minds. And, compromising on the quality of your services, or unequipped mediators on behalf of your brand will impact customer preferences \u0026amp; loyalty.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"2d:T8ec,"])</script><script>self.__next_f.push([1,"\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eWe tend to look for alternatives in all spheres of our lives. When it comes to a product or service, we tend to dig deep and arrive at an option best suited for our needs. In a world that is oversaturated with information, the right message to the right audience matters. This is where businesses can jump in and defend their product, explaining why their product is superior to that of competitors. It’s the perfect opportunity to give a hand-in-hand comparison to help your target audience choose you.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eSo how do you go about creating a killer competitor analysis page for your brand? Here are the only 5 tips you need to build that perfect competitor page you’ve been longing for!\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eTrust and Credibility as the Founding Pillars\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eWhether you take a consultative route or a head-to-head approach, make sure that you’re not sprucing it up with faulty claims or unnecessary bashing of your competitor. Present facts backed by proofs, not just heedless promises.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eFocus on What Sets Your Brand Apart\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eWin over your potential customer by pointing out why they must choose you but not your competitor. Highlight what sets your brand apart \u0026amp; customer testimonials are an excellent choice to do that.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eAcknowledge and Respect Your Competitors\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eSpeak about your competitor boldly but, respectfully. Indulging in bashing your rivals may cost you more than just your name. Your attitude towards your rivals reflects on the character of your brand.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eSee Your Product Through Customer’s Eyes\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eYour product is what it does, and not just a fancy feature it has. Genuinely address the needs and concerns of your customers to help your product evolve into being their ideal solution.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eEnsure User-Friendliness\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eStick to simplicity. Make use of screenshots, illustrations, infographics, and videos that are easy to understand. The more easily you convey your message, the better your audience grasps them.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"2e:T611,"])</script><script>self.__next_f.push([1,"\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eWhen the very first switch to remote work was made, little did we know it would last long enough. If coping was the mantra then, excelling is now the need of the hour.\u0026nbsp; Effective remote work culture is critical when it comes to employee engagement, productivity, and success; all intertwined with the performance of an organization.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eReprise Your Work Culture\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eThe right culture sets you apart from your competitors. The right virtual work culture keeps your team engaged, committed, and communicative. Work towards making your company culture relevant to the times and your people, thus ensuring employee satisfaction and productivity.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eKeep Your Actions Out and Loud\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eA ‘work from home’ culture requires overcommunication – multiple emails, messages, memes, videos, and anything that would set the tone for increased interaction and collaboration. Ensure the active participation of your employees in day-to-day activities. Effective communication is critical to the success of a virtual workforce.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eListen Intuitively\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eTo build and maintain a remote work culture, listen to your peers intuitively. Always be prompt and have a clear bias towards action. Take steps that will improve your team morale.\u0026nbsp; Create a friendly environment by paying attention to the humane side of your peers.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"2f:T6c4,"])</script><script>self.__next_f.push([1,"\u003cp\u003e“The probability of selling to an existing happy customer is around 14 times higher than the probability of selling to a new customer.”\u003c/p\u003e\u003cp\u003e“62% of consumers have stopped doing business with a brand or business due to a bad customer service experience.”\u003c/p\u003e\u003cp\u003eThese are some alarming statistics that tell you how significant the shift towards customer-centricity can be for your business. And it’s more than saying you put your customers first. It’s an approach, a mindset that prioritizes delivering exceptional customer experiences before \u0026amp; after-sales.\u003c/p\u003e\u003ch3\u003eCustomers at the Heart of Everything\u003c/h3\u003e\u003cp\u003eCustomer centricity is something that has to be integrated into the very core of the company. Train your team to stop thinking in terms of numbers \u0026amp; start focusing on exceptional customer service. This also means adopting policies, processes \u0026amp; systems that make it real for your employees.\u003c/p\u003e\u003ch3\u003eUnderstanding Customer Demands\u003c/h3\u003e\u003cp\u003eA customer stays loyal to the business that provides the best customer experience. The most important question you have to ask yourself: What makes my customers happy? How can I meet their needs? The insights you gain from the answer will help you formulate better strategies \u0026amp; business decisions.\u003c/p\u003e\u003ch3\u003eAdopting the Customer-Centric Culture\u003c/h3\u003e\u003cp\u003eHaving the end-user as the focus for every business decision is not as easy as it sounds. From customer acquisition to transactions to after-sales service, customer centricity transcends across the entire customer journey. This would mean that every employee in the organization empathizes with the customer \u0026amp; works towards delivering the best possible experience for them.\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"30:T74f,"])</script><script>self.__next_f.push([1,"\u003cp\u003eThe Customer Success Performance Index™ lets you measure your company’s performance across eight dimensions of customer success. This helps you acquire a 360° view of your teams, strategies, approaches, tools, \u0026amp; relationships that the industry-leading organizations have in place.\u003c/p\u003e\u003cp\u003eIt compared companies by industry, size, age, and performance. The benchmark report provides a snapshot of all possible trends across the field. The survey conducted has marked the participation of 100 companies \u0026amp; the benchmarks report sent to the participants will detail how their company has stacked up \u0026amp; also uncover many insights to help them make informed decisions for the coming year.\u003c/p\u003e\u003ch3\u003eRecognize What Worked Best\u003c/h3\u003e\u003cp\u003eThe customer success performance index has a significant correlation with the preservation and expansion of the recurring revenue stream. The benchmark report makes it easy for the companies to uncover what worked \u0026amp; what didn’t in a glimpse. It would tell you whether the new approach in customer success worked or how well the customer loyalty program is doing.\u003c/p\u003e\u003ch3\u003eKnow What your Competitors Do Differently\u003c/h3\u003e\u003cp\u003eIt’s inevitable to understand who your competitors are. It’s even more crucial to learn what they’re doing differently than you. The benchmark report answers your question, ‘What makes someone choose your competitor over you?’ in a measurable way. No more guesses \u0026amp; hunches.\u003c/p\u003e\u003ch3\u003eAvoid Negative Practices\u003c/h3\u003e\u003cp\u003eThe customer success performance index lets you identify \u0026amp; pull out the corrupt practices in your business. Even a well-thought-out strategy can backfire \u0026amp; it’s quintessential to ensure twice. The benchmark report points out the methods that can harm your business in the long run \u0026amp; lets you exhibit positive productivity throughout.\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"31:T834,"])</script><script>self.__next_f.push([1,"\u003cp\u003eCustomer success is not as simple as setting a team and telling them, ‘Make the customers happy.’ It is, in its truest essence, a business methodology. Customer success is about ensuring that your customers can achieve their desired outcomes from using your product or services. It’s not just a role or department. Embracing customer success across the organization lets you perform amazingly well \u0026amp; increase their recurring revenue, consistently.\u003c/p\u003e\u003ch3\u003eBring Value from All Teams\u003c/h3\u003e\u003cp\u003eCustomer retention cannot be the sole responsibility of the customer success team. From sales to marketing to operations, product, and engineering – every team or department in the organization has their role to play. For e.g., if the sales oversell the product or are selling the product to the wrong customers, it will be almost impossible for the customer success to meet their retention goals.\u003c/p\u003e\u003cp\u003eMeeting the company’s retention goals requires participation from every other team in place.\u003c/p\u003e\u003ch3\u003eAlign the Company Goals\u003c/h3\u003e\u003cp\u003eIt’s quintessential to ensure \u0026amp; enforce that the company goals are aligned to that of marketing goals. The company has to have a clear understanding of how the product fits into or enhances the customer’s world. Everyone needs to know who their ideal customers are. What they like, why they buy, \u0026amp; what causes friction.\u003c/p\u003e\u003cp\u003eIt is this knowledge that lets you win your customer’s attention, time, \u0026amp; money.\u003c/p\u003e\u003ch3\u003eEstablish a Solid Process\u003c/h3\u003e\u003cp\u003eYou’re going to have put in the hard work \u0026amp; effort to make your customers choose you over \u0026amp; over again. There’s a natural tendency for the vendors \u0026amp; customers to drift apart as the market \u0026amp; needs change. Put in cleverly designed strategies like loyalty programs to build stronger customer relationships. Reduce customer churn \u0026amp; generate upsell with this customer engagement approach.\u003c/p\u003e\u003cp\u003eImplement a robust process that the teams can follow, which primarily focuses on customer development that addresses \u0026amp; resolves customer concerns.\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"32:T6e5,"])</script><script>self.__next_f.push([1,"\u003cp\u003eCustomer acquisition is pricey \u0026amp; all the biggest brands in the world know that. The smarter strategy would be tapping into the existing roster of customers. The success of your business is fundamentally intertwined with that of your customers. If customers succeed in using your product or services, they will continue their association with you. The immense value you deliver \u0026amp; the deep-rooted relationship of your customers with you are going to transform them into your raving fans.\u003c/p\u003e\u003ch3\u003eBoosting Upselling \u0026amp; Cross-selling\u003c/h3\u003e\u003cp\u003eFind ways to create complementary products or services that you can market \u0026amp; sell to your existing customers. It could be an upgrade to the current products \u0026amp; services, or a new line-up, upselling \u0026amp; cross-selling are the biggest advantages to customer success. It is an enormous revenue stream, \u0026amp; will also help your customers solve more problems or achieve their goals better.\u003c/p\u003e\u003ch3\u003eAligning Client’s OKRs with Company Goals\u003c/h3\u003e\u003cp\u003eThe truth is that your customers are a gold mine of wealth. They have immense data and knowledge that can radically transform your business. The best way to ensure growth for your business is to solve your customer’s problems.\u0026nbsp; Align your roadmap with client expectations \u0026amp; customer needs for faster growth \u0026amp; increased revenue.\u003c/p\u003e\u003ch3\u003eBuilding Stronger Customer Relationships\u003c/h3\u003e\u003cp\u003eMost businesses underestimate the need for the necessity to develop an authentic relationship with their customers. Once you’ve successfully established a bond with your clients, selling becomes more of a byproduct rather than the central pursuit. An active customer loyalty program or any such initiative can help you go a long way.\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"33:T830,"])</script><script>self.__next_f.push([1,"\u003cp\u003eIt’s no secret that loyal customers build the foundation for any successful companies. They drive more traffic into sales by referring to their friends \u0026amp; families. It is the ideal way for any company to expand \u0026amp; grow their customer base.\u003c/p\u003e\u003cp\u003eThis is why it’s most important to know what your customer needs \u0026amp; expects from you accurately. NPS lets you know how confident they are about your product \u0026amp; services with the ultimate question, ‘How likely are you to recommend us to your friends \u0026amp; family?’. They are then divided into three categories based on the answers they gave. The customers who responded with 9-10 are called your promoters, with the score 7-8 are your passives \u0026amp; the ones who marked anything between 0-5 are your detractors\u003c/p\u003e\u003ch3\u003eIdentify your Promoters\u003c/h3\u003e\u003cp\u003eThe ones who are absolutely happy with your products and think you are recommend-worthy comes under promoters. Identifying them is crucial because they’re your advocates. Identifying them lets you nurture them the right way. Giving the usual discounts can’t help you keep them promoters for long. Give them better experiences by giving them surprises or exclusive rewards, appreciating their loyalty.\u003c/p\u003e\u003ch3\u003eBuild a Playbook\u003c/h3\u003e\u003cp\u003eHave a consistent playbook that gives clear instructions to your team members regarding who does what, when. This book should also draw out the escalation points as transparently as possible. A well defined, sometimes fully automated call-to-action program helps you identify critical insights \u0026amp; notify the right team to handle it.\u003c/p\u003e\u003ch3\u003eAlways Close the Loop \u0026amp; Make it Personal\u003c/h3\u003e\u003cp\u003eIt goes without saying that the Net Promoter Score is beneficial for building an effective customer loyalty growth strategy for your organization, no matter what your industry is. But inactively sitting on heaps of responses are as good as not collecting any responses. Close the feedback loop every single time to drive customer loyalty and to turn your average passive customer into a fanatic advocate of your brand.\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"34:T716,"])</script><script>self.__next_f.push([1,"\u003cp\u003eThe term “Brand” is usually associated with business, though the two are different. A brand can be defined as something you’re constantly building is ultimately an affirmation of who you are \u0026amp; what you stand for. Building a personal brand is more important than ever, especially since it shapes the opportunities you attract. Whether you’re a business owner, a freelancer, or a regular employee, your personal brand speaks before you.\u0026nbsp;But where do you start?\u003c/p\u003e\u003ch3\u003eUnderstand the Purpose\u003c/h3\u003e\u003cp\u003eWhen you are trying to build a personal brand for yourself, there are a lot of things to consider. Understand why you’re doing it, and be clear about your purpose. There are two types of branding – Internal branding \u0026amp; External branding.\u003c/p\u003e\u003cp\u003eInternal branding happens inside your organization. What you do to get appreciation, or promotion comes under this. Be specific about the kind of work you do or would like to do so that people would know to come to you for it. External branding is what you people see of you outside the organization. And, that’s what you build through LinkedIn, Facebook, Twitter, and other social media platforms, where your audiences are.\u003c/p\u003e\u003ch3\u003eFigure Out your Audience\u003c/h3\u003e\u003cp\u003eAfter creating a value proposition that speaks to what you do, figure your audience, and pass on that value. Create a platform where people can see you. Promote your accomplishments and build your credibility. Interact with your audience and be reliable.\u003c/p\u003e\u003ch3\u003eBe Consistent\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eNo matter how good your content is, how hard you work, being consistent is the key. This is ultimately how you can build a personal brand. Build a loyal network of brand ambassadors and let them refer people to you, organically. \u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"35:T856,"])</script><script>self.__next_f.push([1,"\u003cp\u003eOnce, Andy Taylor, the CEO of Enterprise, wanted to monitor his stores’ performance across the country. Instead of asking his customers to attempt a long survey, Enterprise requested its customers to answer two aspects. One is the\u0026nbsp;quality of the rental experience, and the other is the probability of renting from Enterprise again.\u003c/p\u003e\u003cp\u003eSeeing this, Frederick F. Reichheld, a consultant with Bain \u0026amp; Co, realized the value of a simple data collection process and hence created a robust version of it, keeping customer loyalty as the key to success for any company.\u003c/p\u003e\u003cp\u003eReichheld’s invention, Net Promoter Score,Ⓡ is a crucial measurement tool used by businesses of all sizes- from Fortune 500 leaders to small startups.\u003c/p\u003e\u003ch3\u003eMeasuring your NPS Score\u003c/h3\u003e\u003cp\u003eAsking the ultimate question helps brands track their promoters and detractors. This delivers a crystal-clear measure of a business’s performance. To calculate your Net Promoter Score, subtract the percentage of detractors from the percentage of promoters. This gives you a number that you can analyze and track regularly. The metric can be adapted into any business, product, store, or customer support team.\u003c/p\u003e\u003cp\u003eThe whole focus goes into the twin goals of creating more promoters and fewer detractors. To put quite simply, it is your customer balance sheet.\u003c/p\u003e\u003ch3\u003eUsing the Net Promoter System\u003c/h3\u003e\u003cp\u003eThe Net Promoter Score goes beyond a score \u0026amp; implores the reasons for the rating your customer gave. An unstructured, open-ended question helps your brand understand your customers on a deeper level.\u003c/p\u003e\u003cp\u003eThe decision-makers get to hear the raw, unadulterated comments straight from the customers they are serving. This helps them incorporate valuable insight into the system and hence generate more promoters for the business and thus closing the loop.\u003c/p\u003e\u003cp\u003eNet Promoter System is all about inspiring your entire organization to be customer-centric, rather than chasing after short-term goals. Turn your brand into an icon \u0026amp; build products that your customers will absolutely love with Net Promoter System.\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"36:T888,"])</script><script>self.__next_f.push([1,"\u003cp\u003eCisco reveals that by 2019, 82 percent of all the internet traffic will comprise of videos. And it’s time to use such a powerful platform for something better than brand exposure. Videos help you give a face \u0026amp; personality for all your interactions with customers. Regardless of your product or service, customer trust plays a significant role in the purchase decision. Videos help in showing customers what your business is all about.\u003c/p\u003e\u003cp\u003eThe more engaging and interactive your videos are, the more your consumers are going to feel as though they know and trust your business.\u003c/p\u003e\u003ch3\u003eEstablish a Human Connection\u003c/h3\u003e\u003cp\u003eMany times customers make the call to the support team to interact and resolve issues with a real person. Something reassures them from connecting \u0026amp; communicating with humans rather than following the automated robotic instructions. When the customers listen to a video where the person tells their name and talks about their video, it makes a lot of difference.\u003c/p\u003e\u003cp\u003eSeeing a dedicated person sitting there to help them go a long way in building customer trust.\u003c/p\u003e\u003ch3\u003eSimplify Technical Content\u003c/h3\u003e\u003cp\u003eAlmost half of the calls made to customer support is from confused users to clarify the already provided instructions. A video of a person explaining each step along with the screencast can avoid a lot of vagueness and unwanted confusions altogether. It is a fantastic practice to simplify highly technical content and thereby reduce customer churn.\u003c/p\u003e\u003cp\u003eIt is an age of immediacy, and videos are a lot faster method to guide your customers, rather than depending on text alone.\u003c/p\u003e\u003ch3\u003eDiffuse Tense Situations\u003c/h3\u003e\u003cp\u003e“Keeping your customers happy, all the time!” is an unrealistic goal for any business in the world. You’re going to disappoint your customers from time to time. The goal should be to keep the friction as low as possible and to handle customer crisis promptly. Breaking any bad news to the customers in such a way that they don’t churn is tricky and very hard to achieve.\u003c/p\u003e\u003cp\u003eVideos are, again, a fantastic way to ensure that the customers are clear about your message \u0026amp; the intent.\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"37:Tc43,"])</script><script>self.__next_f.push([1,"\u003cp\u003eWe are going through a massive shift in the way we buy \u0026amp; use the software. The market is flooded with products \u0026amp; software that let us meet about every need under the sun. The most exceptional product experience no longer excites your customer but is simply expected.\u003c/p\u003e\u003cp\u003eConsumerization, the transition towards consumer-grade UX in B2b SaaS products, is driven by tech-savvy users who demand software that is more intuitive, more beautiful, and affordable than the products that they used in the past.\u003c/p\u003e\u003cp\u003eThe market is rising to meet and go beyond customer expectations. Consumers are more willing than ever to ditch brands that don’t meet their needs. And the best way to accurately know the customer needs? Customer Feedback! Having a scalable feedback program in your organization lets you gain amazingly helpful insights into new customer trends \u0026amp; market shifts.\u003c/p\u003e\u003ch3\u003eListening to your End-users\u003c/h3\u003e\u003cp\u003eThis is the most apparent tip anybody can give when the shift happens towards product-led growth. Your product has to provide real value to your customers if you want to expand your customer base. Interact with your customers on an ongoing basis to understand their challenges and how well your product can resolve them. This is the only way to know where your product falls short.\u003c/p\u003e\u003cp\u003eConstantly improve your product experience, to not lose your customers to your competitors. Addressing customer challenges at the right time helps you boost customer retention.\u003c/p\u003e\u003ch3\u003eProduct Enhancements \u0026amp; Feature Requests\u003c/h3\u003e\u003cp\u003eWhile collecting product feedback, you will be getting requests for new features as well as for improvements to the existing features. You always have to keep in mind the development costs while considering such requests. New feature requests are excellent for the growth \u0026amp; expansion of your product since they reveal some new use-cases that you never thought of.\u003c/p\u003e\u003cp\u003eOn the other side, product feedback tells you how smooth the experience is or how intuitive the UI is. They help you improve the existing product features to better suit the customer needs.\u003c/p\u003e\u003ch3\u003eTraining your Customer Success Team\u003c/h3\u003e\u003cp\u003eYour customer success team or customer support team usually plays the most significant part in collating customer feedback. Train your team to gather feedback, even the client themselves, not knowing it. Almost every interaction that you have with your client has some information for your team to decipher.\u003c/p\u003e\u003cp\u003eThe customer is engaging with you and giving you their opinion about the product, the experience they had \u0026amp; how close you are in delivering the expected value.\u003c/p\u003e\u003ch3\u003eAlways Close the Loop\u003c/h3\u003e\u003cp\u003eWhat makes your feedback really valuable? Taking the right actions!\u003c/p\u003e\u003cp\u003eIf your customers feel like they’re unheard, they are going to stop giving you feedback. Implement a scalable Voice of Customer program in the organization to ensure that every customer feedback is taken care of. Design the entire flow that each feedback has to take. Share it with the right stakeholders and close the feedback loop every single time!\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"38:Tc32,"])</script><script>self.__next_f.push([1,"\u003cp\u003eThe history of feedback goes a long way back. The first written customer complaint was found on a clay tablet from 4000 years ago. Feedback systems \u0026amp; technology have changed ever since. Dynasties have fallen, empires have been built- yet one thing stays the same. The significance of closing the feedback loop!\u003cbr\u003e\nThe sole purpose of collecting feedback is to improve and evolve your brand into something better. It's all about establishing a better brand position in the industry. Sadly, not many are enthusiastic to close the feedback loop, and their entire feedback process loses its meaning. Voice of Customer or VoC program lets you create and follow specific guidelines to keep your survey findings impactful.\u003c/p\u003e\u003ch3\u003eTake Action on your Surveys\u003c/h3\u003e\u003cp\u003eAsk some questions, gather the answers for it, then you're off running around making the changes, and gaining new insights. Sounds pretty straightforward, doesn't it?. Getting your hands on real actionable data is harder than it seems. Formulate a voice of customer program that suits your brand and its objectives best. Keep closing the feedback loop process scalable throughout your organization.\u003cbr\u003e\nAvoid vagueness in your business regarding whose responsibility it is to take action on surveys conducted. Having an expertly designed VoC helps you keep the entire feedback journey seamless and productive.\u003c/p\u003e\u003ch3\u003eMake it Personal\u003c/h3\u003e\u003cp\u003eFollowing up with every customer of yours is imperative for a Voice of Customer program to be a success. When your customer has raised a concern or an issue, follow-up immediately. Help your clients resolve their troubles as smoothly as possible. This adds to creating a positive brand experience. Studies state that customers who had a faster \u0026amp; proper solution for their issues are more satisfied than a customer who never had an issue with your brand. What does that tell you? Even if you have tons and tons of feedback, follow-up with every individual customer and help them attain a pleasant experience with your product or services.\u003c/p\u003e\u003cp\u003eMake your customers feel heard and valued. Triggered, robotic messages can never replace the reassurance that your team can provide. Make the experience personal \u0026amp; build a stronger customer relationship.\u003c/p\u003e\u003ch3\u003eShare the Findings with Stakeholders\u003c/h3\u003e\u003cp\u003eThe gap between the feedback and the impact it has actually brought gets bigger and bigger with every round of surveys. The lack of responsible stakeholders to manage the actions to be taken tampers the survey process. The feedback program doesn't end with just gathering the responses. Once the data is collected, the results should be shared with the right stakeholders after analyzing it. The responsible departments then should start working on the insights obtained. For instance, your survey has responses about the customer support team, share it to the respective team. This way, the team gets to know what the customers honestly think of them- the good and the bad. The Voice of Customer program should run like a well-oiled machine for it to be a success.\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"39:T9a5,"])</script><script>self.__next_f.push([1,"\u003cp\u003eThousands of articles \u0026amp; books have been written about different survey methodologies that promise more and more responses. But not many focus on how to keep your customer surveys more insightful. Keeping your customer surveys relevant will help you collect meaningful answers. Isn’t that the ultimate objective of conducting customer surveys?\u003c/p\u003e\u003cp\u003eAccording to OpinionLab, 80 percent of the survey takers abandon the surveys halfway through. That’s a considerable number to ignore and keep sending your surveys. It’s time to make every survey you send be more impactful. Before emailing your next customer survey, ensure that it complies with the following.\u003c/p\u003e\u003ch3\u003eYou’re Not Forcing Feedback\u003c/h3\u003e\u003cp\u003eImagine, you just finished a conversation with customer care, and you receive a survey to rate how helpful the support was. The survey intimation is on point. But, what if the support team had told me that my issue would be resolved only after two days? It would make sense to rate the effectiveness of the support team only after whatever promises they have given come true.\u003c/p\u003e\u003cp\u003eIdeally, you are asked to send a customer survey every time a customer interacts with your brand. Blindly forcing feedback is going to earn you just skewed, unbiased data.\u003c/p\u003e\u003ch3\u003eAn Active Feedback Loop\u003c/h3\u003e\u003cp\u003eThe customers should be able to give feedback when they want to. Rather than making your customers take surveys at fixed interactions, let them give feedback whenever they feel like it. An active feedback loop lets your customers reach out to you at their will.\u003c/p\u003e\u003cp\u003eYour customers can instantly mark how happy they are with the way you’ve categorized a particular section of your website, or how seamless the payment process is. You would be missing out on all such input without an active feedback loop.\u003c/p\u003e\u003ch3\u003eKnow Whether Customers Want Follow-up\u003c/h3\u003e\u003cp\u003eYou care about your NPS score. Not your customers!\u003c/p\u003e\u003cp\u003eCustomers give feedback to you because they care about their own experience. They’re unhappy with their brand experience and want you to put in efforts to make it better. They have given you the information they wanted to. Now, it’s your turn to reflect the insights you collected and start delivering better customer experiences.\u003c/p\u003e\u003cp\u003eAdd the question, “Do you want us to follow-up with you,” at the end of the survey to avoid annoying your customers in the future. Follow-up only if they prefer you to.\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"3a:Tdc4,"])</script><script>self.__next_f.push([1,"\u003cp\u003eAccording to NM Incite, 30% of consumers prefer to contact customer support via social media rather than by phone or email.\u003c/p\u003e\u003cp\u003eOffering best-in-class customer experiences lets you acquire new customers while retaining your existing customers. Addressing customer challenges and catering to their needs on time has become imperative in today’s world to boost customer loyalty. Many studies reveal that consumers wouldn’t mind paying extra for better customer experiences that are tailored to fit their expectations. It has thus become crucial to get your customer support strategies up and running.\u003c/p\u003e\u003cp\u003eBuilding an inclusive online community for your brand via social media helps you overcome many challenges that you face with traditional customer service mediums. Having an active social media customer care program lets you make the most of customer feedback, effortlessly.\u003c/p\u003e\u003ch3\u003eIdentify\u003c/h3\u003e\u003cp\u003eThe first step is to audit your organization’s social media footprint. This involves you having a precise idea about your brand’s social media accounts and activities done there. Be in the know about who handles what to avoid any ambiguity. Be always on the lookout for fraudulent or doppelganger accounts that can appear.\u003c/p\u003e\u003cp\u003eReport any such issues as soon as possible since such fake accounts can harm your brand’s reputation.\u003c/p\u003e\u003ch3\u003eIntegrate\u003c/h3\u003e\u003cp\u003eThis step is all about integrating customer service structure into your social networks \u0026amp; engaging your customers the right way. It’s always advisable to start a help page in one social network and then scale up your social presence across platforms.\u003c/p\u003e\u003cp\u003eThis helps you deliver excellent customer service and also makes it easier to grow your followers.\u003c/p\u003e\u003ch3\u003eEducate\u003c/h3\u003e\u003cp\u003eTrain your team on the right ways to engage your customers in social media. Educate your support team on how to achieve success with social media care by adequately training them on the policies, guidelines, and the tone they have to adopt.\u003c/p\u003e\u003cp\u003eYou must have heard of multiple instances where brands faced the heat of customer service conversations gone wrong. Avoid a script not to sound robotic instead give adequate platform training to handle every situation that can arise effectively.\u003c/p\u003e\u003ch3\u003eUnify\u003c/h3\u003e\u003cp\u003eWhen social media strategies are unified and followed across the organization, your customer support team can work more efficiently. On average, there are 13 different teams engaging customers on social media at any given time. Ultimately, It would be your customer who is going to suffer because you have scattered, disorganized social media presence.\u003c/p\u003e\u003cp\u003eEstablish a workflow that gives clarity across the departments. It should specify which team attends which concern and also have a protocol for the teams to follow while assigning an issue across them.\u003c/p\u003e\u003ch3\u003eDelight\u003c/h3\u003e\u003cp\u003eThe final step is about proactively delighting your customers. This lets you collectively reaching out to your customers before an issue escalates. Always listen to your customers even when it’s not directed towards your official accounts. Monitor your customer’s social media activities to identify any dissatisfaction they have and to resolve them.\u003c/p\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eNot only you will have happier, loyal customers, but also a better, positive online presence. Your negative reviews will be significantly reduced once you respond \u0026amp; help your customers enjoy a more pleasant experience with your products. \u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"3b:T9a2,"])</script><script>self.__next_f.push([1,"\u003cp\u003e‘Acquisition may get the ball rolling, but retention is where big money is.’\u003c/p\u003e\u003cp\u003eDeveloped in 2003 by Bain \u0026amp; Company, the Net Promoter Score is often considered as the gold standard CX metric. A single NPS question lets you measure, track, and analyze customer perceptions about your brand.\u003c/p\u003e\u003cp\u003e“On a scale of 0-10, how likely are you to recommend us to your friends \u0026amp; family?”\u003c/p\u003e\u003cp\u003eIn recent studies like Global Trust in Advertising Report, almost 83% of the participants stated that they trust recommendations made by their friends or family over any other forms. This underlines how significant designing an NPS program for your brand is. A robust process to track, analyze, and implement changes in your existing customer experience program will transform you into an NPS leader.\u003c/p\u003e\u003ch3\u003eHave a Plan \u0026amp; See it Through\u003c/h3\u003e\u003cp\u003eWhen you run an NPS program, you will be investing a substantial amount of resources. It would only make sense to have a well-defined plan in place. Break down your targets into feasible goals by keeping them SMART, ie. Specific, Measurable, Achievable, Realistic, and Time-Bound. This helps your company be focused and stick to the plan.\u003c/p\u003e\u003ch3\u003eIdentify the Right Audience\u003c/h3\u003e\u003cp\u003eChoosing the right tool can make or break your survey. Randomly sending surveys to all your customers is going to gain you completely unreliable data. Segmenting the audience lets you monitor, compare, and track your NPS score based on different demographics across different areas of your organization.\u003c/p\u003e\u003ch3\u003eChoose the Right Tool\u003c/h3\u003e\u003cp\u003eAutomating the entire NPS program will save your time, effort, and other resources. Having a dedicated NPS platform lets you analyze and forecast trends, hassle-free. Having a spreadsheet to track and calculate your NPS score is not scalable in the long run.\u003c/p\u003e\u003ch3\u003eCreate Short, Crisp Surveys\u003c/h3\u003e\u003cp\u003eLong surveys put off respondents from even attempting them. Avoid half-filled or abandoned surveys by keeping it specific and to the point. Minimize the number of questions and make it a point to stay away from vague or multi-branched questions completely.\u003c/p\u003e\u003ch3\u003eAlways Close the Loop\u003c/h3\u003e\u003cp\u003eEvery response from your customer holds the possibility for further conversation. Seeking out customer feedback at all key touchpoints lets you listen to your customers. Responding in a direct and personal way demonstrates that you do care about the survey outcomes.\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"3c:Tb39,"])</script><script>self.__next_f.push([1,"\u003cp\u003e‘Customer experience is the new marketing!’\u003c/p\u003e\u003cp\u003eAccording to the most recent study published by the Temkin group, companies can expect to earn, on average, a 70% increase in revenue within 36 months of investing in Customer Experience. Most sustainable businesses rely on their loyal, repeat customers. Hence it’s critical to learn how to make your customers absolutely happy with your brand.\u003c/p\u003e\u003cp\u003eMany companies treat customer service and customer experience interchangeably. Customer service is about resolving short-term issues while customer experience is all about evolving an emotional and personal relationship with your customer.\u003c/p\u003e\u003cp\u003eIn this age, good customer service and delivering the promises are no longer enough to ‘wow’ your customers. So how do little wows add up to a big sale?\u003c/p\u003e\u003ch3\u003eThe Little Things Matter\u003c/h3\u003e\u003cp\u003eFrom a smile to a friendly helping gesture, it is the little things that take up the most in your customer’s mind. You might have to deal with thousands of customers every day, and it would be impossible to be ‘present’ with each customer’s entire experience. Nevertheless, a welcoming smile while they are entering your business or keeping the experience personalized as simple as calling them by their names can add the wow element.\u003c/p\u003e\u003cp\u003eIt is only when the customer has a positive experience; they have a reason to come back. It is not the rides, or the attractions or the shows that the customer is really buying, but it is the experience.\u003c/p\u003e\u003ch3\u003eIdentify Where to Add the Wow Moment\u003c/h3\u003e\u003cp\u003eAdding a wow moment doesn’t have to be pricey or time-consuming. It could be as simple as the waiter in a restaurant making small talks while escorting the guests to their table. This helps to build an emotional connection to the waiter and eventually to the business. They sure are going to come back to the same restaurant after that delightfully personalized experience. Studies say that people are willing to spend more for a better, personalized experience.\u003c/p\u003e\u003cp\u003eMake a list of all the fundamental customer interactions that are already present in your customer lifecycle. Identify where \u0026amp; how to add the wow moment in every step of the way.\u003c/p\u003e\u003ch3\u003eCreate a Series of Wow Moments\u003c/h3\u003e\u003cp\u003eA moment on its own wouldn’t look like much. But in the end, the overall experience with all those ‘wow’ moments intricated into it makes all the difference. This helps you to stand out from your competitors. Creating a unique experience help, you create happy, loyal customers. At Disney, every stage in the customer journey is utilized to add the wow moments. People have to shell out a lot of money, and yet when they leave, they say ‘ I just want to come back.’ That’s the power of adding wow moments to the customer experience.\u003cspan style=\"font-weight: 400;\"\u003e\u003cbr\u003e\n\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"3d:T9b0,"])</script><script>self.__next_f.push([1,"\u003cp\u003eAccording to a new report published by PageFair, 30% of internet users have installed ad blockers. The report also reveals a rising trend towards ad blindness amongst the millennials. If your marketing and sales strategies ended with posting content online, you are in for a rough year.\u003c/p\u003e\u003cp\u003eIt’s time to migrate your business into adapting customer marketing and customer advocacy.\u003c/p\u003e\u003ch4\u003eCustomer Marketing Vs Customer Advocacy\u003c/h4\u003e\u003cp\u003eCustomer marketing or customer-based marketing extends beyond just acquiring customers. It helps you identify the additional products or services that your customers would prefer and then market that. Customer marketing is all about retaining your existing customers.\u003cbr\u003e\nCustomer advocacy is all about doing what’s best for the customers. And when you do that you turn your customers into your superfans or better, customer advocates. It starts with your customers procuring a great experience and ends with free word-of-mouth marketing.\u003c/p\u003e\u003ch4\u003eA Brand Story or a Champion Story?\u003c/h4\u003e\u003cp\u003e“We have to think about the two different sides, once the sale happens and what happens after sales.”\u003cbr\u003e\nBefore the conversion point in the sales funnel, your every action is aimed to impress your potential leads and customers. It’s more about validating your logo, brand values, and more. You want them to subscribe, and you want them to give your company a try.\u003c/p\u003e\u003cp\u003eBut once you have successfully made a sale, then your voice changes. The customer success might come and ask you for a new slide deck or a competitive analysis. You would turn into providing a much more segmented marketing campaigns for expansion, cross-selling, and renewals. It’s all about moving them along in the customer maturity model.\u003cbr\u003e\n“It switches from the logo to what other customers are doing great, the champion story.”\u003c/p\u003e\u003ch4\u003eAutomate the Scale\u003c/h4\u003e\u003cp\u003eMeasuring how far your acquired customers are in the customer maturity model can be dreary. Automating the process by placing appropriate triggers, your customer success manager will get consolidated data in seconds. It saves time and effort. Each customer’s life cycle is different, and the engagement levels would be different. Identifying the momentum at major key points such as onboarding, helps you gain reviews, webinars, testimonials, and more. “Automating those trigger points, helps you automate the reach-outs and keep up the momentum.”\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"3e:Ta01,"])</script><script>self.__next_f.push([1,"\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eA popular, but often misunderstood term when it comes to delivering great customer experience would be, ‘Customer Obsession.’\u0026nbsp;\u003c/span\u003e\u003cspan style=\"font-weight: 400;\"\u003eMany businesses and brands claim to be customer-obsessed but rarely are. Being customer-centric is no longer enough to stand out in the highly competitive market of today. So what exactly does being customer-obsessed mean?\u0026nbsp;\u003c/span\u003e\u003cspan style=\"font-weight: 400;\"\u003eThis would mean that every conversation, decision, and strategy is directed keeping your customer at the core.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eAnd what makes a company or its culture customer-obsessed? Passion! The most valuable contributor for delivering great customer experience is the passion for being your customer’s superhero.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eThe unending passion to be your customer’s first choice shapes and imbibes an organizational culture that promotes the same.\u003c/span\u003e\u003c/p\u003e\u003ch4\u003eHelp Employees Identify their Passion\u003c/h4\u003e\u003cp\u003eIt is only when your employees are passionate at work; they can become ‘engaged employees.’ Studies reveal that around 80% of employees are not as engaged as you would want them to be. Identifying your employees’ passion and catering to the same will gain you engaging employees. And engaged employees are found to be more positive and productive at work. Happy employees would effortlessly align their goals with that of the company, that is customer-obsession.\u003c/p\u003e\u003ch4\u003eDiscover your Employees’ Passion\u003c/h4\u003e\u003cp\u003eIdentifying the goals and passion of your employees while you hire them would help you pick the right candidate. Rather than hiring an employee, and then pressuring them to change their career objectives, hire people whom you find to be streamlined with your brand’s goals. This will help save time, effort, and gain customer-obsessed employees.\u003c/p\u003e\u003ch4\u003eCater a Passion for Better CX\u003c/h4\u003e\u003cp\u003eIt would be impossible for your employees to stay engaged and customer-obsessed if your organizational culture turns product-centric. It is your responsibility to ensure that your business is ready to foster a customer-obsessed culture. It would mean that you might have to rethink many significant decisions or take potential risks that can impact your brand. But, it is also imperative to show your employees that you really believe in keeping the customer at the core of your business. This helps them to sustain their customer-friendly attitude too.\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"3f:T99f,"])</script><script>self.__next_f.push([1,"\u003cp\u003eIf you are into sales, we know that you prioritize sales productivity above everything else. In a fast-paced environment like that of sales, it’s tough to find enough time to meet all the requirements and targets.\u003cbr\u003e\nPhone calls, follow-ups, Emails, Meetings, and Negotiations! Trying to squeeze out just another drop of productivity from your day, sure can turn dreary. “Once you are more efficient in sales, you can make more sales.” Here are the 5 strategies to help you drive sales productivity in your business.\u003c/p\u003e\u003ch4\u003eProspect to know quickly\u003c/h4\u003e\u003cp\u003eMake sure that you are spending your time only on your most valued prospects. Studies note that around 25 to 50% of all forecasted deals end in no-decision. “Spend time with qualified customers who need what you have.” Chasing weak prospects will only make you waste your valuable time on ‘zombie leads.’\u003c/p\u003e\u003ch4\u003ePrep for tomorrow before you leave today\u003c/h4\u003e\u003cp\u003eBefore wrapping up your day at work, be sure to plan and prepare what you are going to do the next day. This helps to keep your mind clean and calm the next day. You already know what you need to do. You have a clear picture of your to-do task list. The prospects to call, the emails to be sent, the follow-ups to be made, and more.\u003c/p\u003e\u003ch4\u003eBlock your schedule\u003c/h4\u003e\u003cp\u003eBlocking your schedule or calendar again helps to have clarity. You can better plan your day to make it as productive as it can be. Allot one hour for prospecting, one hour to send emails, one hour to follow up, and so on. Stick to your calendar.\u003c/p\u003e\u003ch4\u003eUse your sales technology\u003c/h4\u003e\u003cp\u003eEmbracing technology and automation can boost productivity drastically. Identify ways to use CRM tools to achieve your purpose. “A CRM system is a salesperson’s best friend.” Using sales technology the right way can help you ramp up the entire sales process. Make it tell you things such as the best approaches or promising prospects.\u003c/p\u003e\u003ch4\u003eTake ownership to improve sales tech stack\u003c/h4\u003e\u003cp\u003eA salesperson who demands and gets things done wins. It’s as simple as that. How do you start taking ownership of your sales tech stack? It begins with you saying, “This is exactly how I want the prospects to be; this is exactly how I want my CRM to be associated with.” Start asking the people who support you, be it a Net Promoter Score software or survey software, and you will see how powerful your sales tech stack becomes.\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"40:Ta9a,"])</script><script>self.__next_f.push([1,"\u003cp\u003e\u003cstrong\u003eSpoiler alert:\u003c/strong\u003e It is not the latest technology, leaned out processes, extra employee benefits, or a ping-pong table in the office that caters to a high-performing culture.\u003c/p\u003e\u003cp\u003eManagers consider corporate culture as something that is hard to measure or change. Hence, many choose not to invest in strategies despite all the proofs and tools available.\u003c/p\u003e\u003cp\u003eBusinesses often nourish and invest in growing a customer base rather than cultivating a pleasant work culture. It is not as hard as it seems to attract new customers and retain the existing ones. Listen to our webinar with Gordon Tredgold and learn all the reasons why your business is failing to scale up the customer base.\u003c/p\u003e\u003cp\u003eIf you have, read ahead. Know exactly how to create a high-performing culture and be strong within!\u003c/p\u003e\u003ch4\u003eA High-Performing Culture\u003c/h4\u003e\u003cp\u003e“Culture is what guides people when there is nobody to lead them.”\u003cbr\u003e\nAnd this is why having a high-performing culture is of utmost significance. It ensures that your employees are motivated enough, passionate enough, and loyal enough to work even when you are not there to supervise them. 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While we all agree perfection is not reality, shooting for it is a pretty decent goal to have.\u003c/p\u003e\u003cp\u003eCustomer Satisfaction surveys are the most straightforward method to gauge customer sentiments. And, here you will be asking your customers to rate their customer experience on a Likert scale of 1 – 3, 1 – 5, or 1 – 10.\u003c/p\u003e\u003ch4\u003eThe Secret Behind\u0026nbsp;the Perfect Customer Satisfaction Score\u003c/h4\u003e\u003cp\u003eOn a scale of 1-5, most definitely you should be trying to get a 5.\u003cbr\u003e\nBut “You don’t have to be the perfect, blow-me-away service I ever had in my life, to get a 5”. Brace yourself, for here comes the secret- “You just have to be better than average always”.\u003c/p\u003e\u003cp\u003eNow that sounds easy, yet why do you think so many companies are falling behind, unable to achieve the perfect score? 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Therefore, it’s high time employees have to keep learning and enhancing their skills. Companies have to take care of employees’ concerns by using the All Hands survey, Employee pulse survey, and engagement survey and that has to be conducted on a monthly basis.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eOpen Communication Resolves Issues:\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eEmployee Experience is a combination of technology, culture, and workplace. Apart from HR leadership, middle management, and employees are also responsible for engaging employee experience. All Hands Survey should be completely anonymous and kept confidential. So, it's necessary for every employee to speak up about their concerns to get resolved.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003ePost-pandemic Changes:\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eLeadership has become more empathetic and supportive. 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Integrate physical and digital channels strategically to improve customer experience. Leverage your data to better migrate a user smoothly from activation to retention.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eFocus on Product Adoption\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eDemonstrate the utility of your product in the early stages of interaction. Personalise their experiences keeping in mind their needs. Keep your customers excited throughout their journey. Tap into customer testimonials, product demos and case studies to help potential customers picture outcomes. Stay accessible at all times. \u003c/span\u003e\u003c/p\u003e\u003ch3\u003eEnable Closed-loop Feedback\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eFrom improving customer satisfaction and retention to increasing revenue and learning opportunities, closing the loop completes the puzzle. Gather valuable feedback from your customers using surveys like NPS or CSAT. 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In such a scenario, it becomes important to do regular employee engagement and \u003c/span\u003e\u003ca href=\"https://surveysparrow.com/use-cases/employee-pulse-surveys/\"\u003e\u003cspan style=\"font-weight: 400;\"\u003eemployee pulse surveys\u003c/span\u003e\u003c/a\u003e\u003cspan style=\"font-weight: 400;\"\u003e. Creating surveys that can be shared through your organization’s internal communication tool like Slack, Teams, will improve the response rates. Scheduling a regular employee NPS survey can help you gauge overall employee loyalty and reduce attrition. A \u003c/span\u003e\u003ca href=\"https://surveysparrow.com/360-feedback-survey/\"\u003e\u003cspan style=\"font-weight: 400;\"\u003e360-degree survey\u003c/span\u003e\u003c/a\u003e\u003cspan style=\"font-weight: 400;\"\u003e can be used effectively to encourage personal development as well as improve performance and accountability. Considering the current pandemic situation, even COVID- related surveys for symptom checks, transportation or work from home requests, contact tracing and more can be utilized for employee safety. \u003c/span\u003e\u003ca href=\"https://surveysparrow.com/slack-survey-poll/\"\u003e\u003cspan style=\"font-weight: 400;\"\u003eRemote daily scrums\u003c/span\u003e\u003c/a\u003e\u003cspan style=\"font-weight: 400;\"\u003e can take your employee engagement to the next level.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003ca href=\"https://surveysparrow.com/what-is-performance-management/\"\u003e\u003cspan style=\"font-weight: 400;\"\u003ePerformance management \u003c/span\u003e\u003c/a\u003e\u003cspan style=\"font-weight: 400;\"\u003eis a continuous process involving constant interaction with employees to create a supportive work environment. Such a workplace enhances their abilities, hence producing quality work while keeping up with the organization’s mission.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eSounds complex? We’re here to help you make the process easier and better.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eMeet Regularly\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eNothing can beat the constant interaction and engagement between managers and employees. This helps with the timely evaluation of progress at different stages.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eAlign Progress with the Mission\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eThe success of an organization is tied to the impact that an employee creates. Help employees understand the importance of their roles in achieving organizational goals.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eCreate Measurable Expectations\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eIt is vital to create performance-based expectations so that the employee understands how success is measured in your organization.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eGenerate Personalized Development Plans\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eThe plan must explore key job performance competencies like their strengths, areas of improvement, blind spots, and hidden talents. A proper performance management tool can help managers adjust workflows and formulate plans.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eEvery organization aspires to a healthier, transparent, and productive work culture. 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Businesses often mark the beginning of their end when they fail to grow rapidly. They fail at securing funding and find it difficult to thrive in the market.\u003cbr\u003eIt’s loud enough – Growth drives more growth, which leads to even more growth. The key to boosting the growth of your business lies in your ability to generate revenue.\u003cbr\u003eSet your growth wheels in motion with these efficient strategies to boost your revenue and keep your business alive.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eRevenue Vs Funding\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003ePursuing funding when done strategically can help your business reach its potential. While funding can help you keep the wheels turning, it can be detrimental if revenue never catches up. Focusing on revenue generation by creating the right product for the right market can lead to sustainable growth. Clearly, revenue emerges as the certification for success.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eReach out to your Customers\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eProactive outreach drives positive customer experiences which translates into retention. It improves customer lifetime value, carving a growth possibility. Great customer engagement brings back lost clients and leads to repeat purchases. Keeping the communication channels open and active also encourages customer advocacy and brings in referrals. \u003c/span\u003e\u003c/p\u003e\u003ch3\u003eBuilding Valuable Relationships\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eRelationships based on trust and gratitude improves customer loyalty and adds to your fuel. Proactively communicating with prospects can lead to increased conversion, driving revenue for your business. Personalize your customer experiences depending on their unique needs. 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He has an immense interest in helping people cope with the changing landscape driven by rapid technological innovations. \u003cbr\u003e\u003cbr\u003eHe holds three US patents and is skilled in entrepreneurship, strategic partnerships, management, and startups. Subhanjan launched India's first technology show on television and the second 24-hour technology television channel in the world in 1999.\",\"Featured\":true,\"genre\":\"Product Experience\",\"hostDesignation\":\"Founder, PitchLink\",\"featuredOrder\":6,\"createdAt\":\"2023-07-13T11:01:39.487Z\",\"updatedAt\":\"2023-07-13T11:01:41.543Z\",\"publishedAt\":\"2021-07-02T06:27:00.000Z\",\"takeawaysV2\":null,\"hostDescriptionV2\":null,\"hostThumbnail\":\"$d9\"}\n"])</script><script>self.__next_f.push([1,"d6:{\"id\":30,\"attributes\":\"$d7\"}\ndc:T6b6,"])</script><script>self.__next_f.push([1,"\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eBusiness leaders globally have set up war rooms as a strategic response to the dip in revenues due to COVID-19. They continue to level up their strategies, networks, and resources to shape the future and build back better. Meanwhile, consumers are still adapting to the situation – exhibiting an array of purchase patterns. This has largely impacted the way businesses transact in the present scenario. Getting through the pandemic has become all the more vital for leaders all over the world.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003ePrioritize your Customers\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eOffer your customers the required guidance and support, staying true to your company values. Ensure that your organizational policies and rules place your customers at the forefront. Explore the scope of partnerships within your business community to achieve the desired customer outcomes. Reach out to them often and more.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eIncrease Flexibility\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eInnovate and personalize your delivery model to ensure superior experiences for your customers. Choose the right CRM platforms to address their unique needs quickly and efficiently. Closely collaborate between physical and digital channels. Invest in the data, technology, and systems required to deliver frictionless and flexible solutions. \u003c/span\u003e\u003c/p\u003e\u003ch3\u003eLook Forward with Clarity\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eShape your business operation model taking into account the extreme level of uncertainties. Figure out scenarios and arrive at a desired course of action. Act tactically and strategically ignoring the short-term losses. Focus on achieving long-term gains with dedicated effort.\u003c/span\u003e\u003c/p\u003e"])</script><script>self.__next_f.push([1,"dd:{\"data\":null}\n"])</script><script>self.__next_f.push([1,"db:{\"title\":\"Getting Through the COVID-19 Pandemic Successfully\",\"oldThumbnailUrl\":\"https://surveysparrow.com/wp-content/uploads/2021/09/getting-through-the-covid19-pandemic.png\",\"hostName\":\"Kristi Faltorusso\",\"genreLink\":\"https://surveysparrow.com/sparrowcast#category-3\",\"duration\":\"16 mins\",\"googlePodcastLink\":\"https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9kMTU2ZWIwL3BvZGNhc3QvcnNz/episode/NDk4ZmUxODctYjkwMS00NzdlLThjNzgtNjQ5MDI5ODQ5YzE5?sa=X\u0026ved=0CAUQkfYCahcKEwiI3_bArf3wAhUAAAAAHQAAAAAQAQ\",\"soundCloudLink\":null,\"spotify\":\"https://open.spotify.com/episode/6SX8Q0eS56a0Cqm6HLttdY?si=3DpeCbjLRgCLp2izeJ3zCw\",\"applePodcastLink\":\"https://podcasts.apple.com/us/podcast/getting-through-covid-19-pandemic-successfully-sparrowcast/id1475382367?i=1000523772535\",\"oldHostImageUrl\":\"https://site.surveysparrow.com/wp-content/uploads/2021/07/Kristi-Faltorusso.jpg\",\"youtubeVideoId\":\"RzQArraKLvo\",\"slug\":\"getting-through-the-covid19-pandemic\",\"takeaways\":\"$dc\",\"hostDescription\":\"Vice President of Customer Success, ClientSuccess\u003cbr\u003e\u003cbr\u003e\\nAs a Customer Success Executive, Kristi is experienced in building, scaling, and transforming Customer Success organizations at hyper-growth B2B SaaS companies. She has helped companies redefine Customer Success resulting in increased retention, long-term revenue growth, and customer advocacy. \u003cbr\u003e\u003cbr\u003eKristi has covered customers at all segment levels - SMB, Mid-Market, and Enterprise. She is known to be an active listener who is empathetic, driven, and fair. Her empowering leadership style is well-recognized in the industry.\",\"Featured\":true,\"genre\":\"Product Experience\",\"hostDesignation\":\"Vice President of Customer Success, ClientSuccess\",\"featuredOrder\":5,\"createdAt\":\"2023-07-13T11:01:39.487Z\",\"updatedAt\":\"2023-07-13T11:01:41.546Z\",\"publishedAt\":\"2021-07-01T11:20:00.000Z\",\"takeawaysV2\":null,\"hostDescriptionV2\":null,\"hostThumbnail\":\"$dd\"}\n"])</script><script>self.__next_f.push([1,"da:{\"id\":29,\"attributes\":\"$db\"}\ne0:T825,"])</script><script>self.__next_f.push([1,"\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eCustomer Experience (CX) drives over two-thirds of customer loyalty, more than brand and price combined. The impact is felt across the industry – 83 percent of executives feel that unimproved CX puts forth considerable revenue and market share risks. No doubt now – a great customer experience management (CXM) is inevitable.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eWin loyal customers by securing your Customer Experience program with these surefire strategies.\u003c/span\u003e\u003c/p\u003e\u003ch4\u003eBe Customer-centric\u003c/h4\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eTie your decisions, processes, and strategies to your customers instead of \u003c/span\u003e\u003cspan style=\"font-weight: 400;\"\u003eyour product or sales. Listen to your customers and make them part of solutions. Focus on creating positive experiences and building long-term relationships.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003ch4\u003eSet Achievable Goals\u003c/h4\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eOpt for specific, measurable goals. Align your goals with your mission. Focus on motivating action. Decide on achievable milestones, continuously encouraging momentum and awarding the deserved appreciation.\u0026nbsp;\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003ch4\u003eProper Target Setting\u003c/h4\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eSet targets at a business or department level. Specific targets that connect to employees are bound to add meaning to the customer journey. Ensure that employees have a shared vision across those areas.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003ch4\u003eGain Meaningful Insights\u003c/h4\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eEnsure a minimum number of responses to gain actionable insights. These meaningful observations translate into concrete actions and drive positive outcomes. Make use of NPS, CES, or CSAT surveys to elevate your CX program.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003ch4\u003eChoose the Right Metrics\u003c/h4\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eDecide on your target market and the relationship you want with your customers. Use transactional and relationship metrics strategically. Make sure things are in place in your customer loyalty program, always keeping in mind your KPIs.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"e1:{\"data\":null}\n"])</script><script>self.__next_f.push([1,"df:{\"title\":\"7 Ways to Create a Soothing CX\",\"oldThumbnailUrl\":\"https://surveysparrow.com/wp-content/uploads/2021/09/7-ways-to-create-a-soothing-cx.png\",\"hostName\":\"Matthew Larson\",\"genreLink\":\"https://surveysparrow.com/sparrowcast#category-1\",\"duration\":\"9 mins\",\"googlePodcastLink\":\"https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9kMTU2ZWIwL3BvZGNhc3QvcnNz/episode/ZDM2YWQ4MzMtMzk2YS00MzFiLWI3ZjMtNDZmMzBhODViMGU1?sa=X\u0026ved=0CAYQkfYCahcKEwiI3_bArf3wAhUAAAAAHQAAAAAQBQ\",\"soundCloudLink\":null,\"spotify\":\"https://open.spotify.com/episode/5ZXpQyMuK5pydIAzU4xAsz?si=OmFzphtwSMuHJn-Ln0pzrg\",\"applePodcastLink\":\"https://podcasts.apple.com/us/podcast/7-ways-to-create-a-soothing-cx-sparrowcast-with-matt-larson/id1475382367?i=1000523628490\",\"oldHostImageUrl\":\"https://site.surveysparrow.com/wp-content/uploads/2021/07/Matt-Larson-.jpg\",\"youtubeVideoId\":\"ICz34QVg6Xg\",\"slug\":\"7-ways-to-create-a-soothing-cx\",\"takeaways\":\"$e0\",\"hostDescription\":\"Senior Director of Client Experience, Optum\u003cbr\u003e\u003cbr\u003e\\nBetter known as Matt Larson, he focuses on marketing analytics, data mining, client intelligence, segmentation, and client loyalty. Matt brings the voice of the client to various businesses and markets to promote better experiences, loyalty, and growth.\u003cbr\u003e\u003cbr\u003e\\nHe is known to recognize and remove barriers to success. Matt is well recognized for pinpointing the metrics that matter, finding patterns in the data, and then weaving it into a story.\",\"Featured\":true,\"genre\":\"Customer Experience\",\"hostDesignation\":\"Senior Director of Client Experience, Optum\",\"featuredOrder\":2,\"createdAt\":\"2023-07-13T11:01:39.487Z\",\"updatedAt\":\"2023-07-13T11:01:41.547Z\",\"publishedAt\":\"2021-07-01T08:48:00.000Z\",\"takeawaysV2\":null,\"hostDescriptionV2\":null,\"hostThumbnail\":\"$e1\"}\n"])</script><script>self.__next_f.push([1,"de:{\"id\":26,\"attributes\":\"$df\"}\ne4:Tc22,"])</script><script>self.__next_f.push([1,"\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eThe boom of the internet has led us all into the age of information and we’re living in a data-driven world. Everything is accessible to everyone and a customer can easily compare between brands, products, and services in a click, and choose the one that suits them the best.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eTo put it into a clearer perspective, the world population has reached almost 8 billion, and this increasingly connected world makes it possible to see a potential customer in every single one of them.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eAt a time when 90% of CEOs believe their customers have the greatest impact on business, customer management ought to be important. \u003c/span\u003e\u003ca href=\"https://surveysparrow.com/customer-experience-management-cem-cxm/\"\u003e\u003cspan style=\"font-weight: 400;\"\u003eCustomer Experience Management\u003c/span\u003e\u003c/a\u003e\u003cspan style=\"font-weight: 400;\"\u003e aims at customer centricity, considering their needs and ensuring their happiness. Sounds difficult? With the right tools and effort, customer management can be accomplished.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003ca href=\"https://surveysparrow.com/customer-experience-management-software/\"\u003e\u003cspan style=\"font-weight: 400;\"\u003eCustomer Experience Management software\u003c/span\u003e\u003c/a\u003e\u003cspan style=\"font-weight: 400;\"\u003e helps businesses identify, monitor, manage and refine the experiences of each customer, throughout their journey. Customer interactions spread across every touchpoint are collected and analyzed, providing relevant insights.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eThe Right Experience Management Tool\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eBut how does one analyze the efficiency of the experience management tool? The right tool helps businesses spur action based on the data collected. The software triggers various actions based on the responses collected – \u003c/span\u003e\u003ca href=\"https://surveysparrow.com/features/custom-workflows/\"\u003e\u003cspan style=\"font-weight: 400;\"\u003ecustom workflows\u003c/span\u003e\u003c/a\u003e\u003cspan style=\"font-weight: 400;\"\u003e, automated ticketing, reputation management, and more. Having access to an executive dashboard helps you visually analyze multiple data on a single page. A customer experience management platform brings together all real-time data pertaining to customer interactions under one roof.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eEnd-to-End CX Platform Vs. Survey Tool\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eThis is where an end-to-end experience platform proves useful in comparison to a normal survey tool. With an end-to-end CX platform, you enjoy a hassle-free experience adding to the ease of use. Such a platform extends your functionalities with fewer resources and a superior pricing strategy. From sending surveys to acting upon the data collected, everything is managed by a single system, whereas a survey tool will make you run in-between different tools.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eCustomer management when done right, helps you increase customer loyalty, \u0026amp; thereby your repeat purchase rate, which in turn, implies revenue growth.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"e5:{\"data\":null}\n"])</script><script>self.__next_f.push([1,"e3:{\"title\":\"Customer Management \u0026 its Importance\",\"oldThumbnailUrl\":\"https://surveysparrow.com/wp-content/uploads/2021/09/customer-management.png\",\"hostName\":\"\",\"genreLink\":\"https://surveysparrow.com/sparrowcast#category-4\",\"duration\":\"3 mins\",\"googlePodcastLink\":\"https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9kMTU2ZWIwL3BvZGNhc3QvcnNz/episode/OTMwYzAzMzgtMDJmYi00OGJkLTkwNDEtY2FjMTc5MjJiMGY0?sa=X\u0026ved=0CAUQkfYCahcKEwjg7c7BrIrxAhUAAAAAHQAAAAAQAQ\",\"soundCloudLink\":null,\"spotify\":\"https://open.spotify.com/episode/6Tthj9kKHvCMVU72lmtwfE?si=s-5yGY_dTj2bOn6lMrSSiw\u0026dl_branch=1\",\"applePodcastLink\":\"https://podcasts.apple.com/us/podcast/what-is-customer-management-why-it-is-important-surveysparrow/id1475382367?i=1000523068841\",\"oldHostImageUrl\":\"\",\"youtubeVideoId\":\"Zh-BINiM9Rc\",\"slug\":\"importance-of-customer-management\",\"takeaways\":\"$e4\",\"hostDescription\":null,\"Featured\":true,\"genre\":\"Learning Centre\",\"hostDesignation\":\"\",\"featuredOrder\":9,\"createdAt\":\"2023-07-13T11:01:39.487Z\",\"updatedAt\":\"2023-07-13T11:01:41.531Z\",\"publishedAt\":\"2021-06-09T10:40:00.000Z\",\"takeawaysV2\":null,\"hostDescriptionV2\":null,\"hostThumbnail\":\"$e5\"}\n"])</script><script>self.__next_f.push([1,"e2:{\"id\":23,\"attributes\":\"$e3\"}\ne8:T9ec,"])</script><script>self.__next_f.push([1,"\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eCustomer is king, they say. But how many brands step in and proactively focus on improving their customer experience? Research shows that investing in \u003c/span\u003e\u003ca href=\"https://surveysparrow.com/customer-experience/\"\u003e\u003cspan style=\"font-weight: 400;\"\u003eCustomer Experience\u003c/span\u003e\u003c/a\u003e\u003cspan style=\"font-weight: 400;\"\u003e (CX) initiatives has the potential to double the revenue of a business within 36 months.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eFret not. Here are some amazing ideas to help you improve the efficiency of your CX program, effortlessly!\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eTake Risks, Push Hard\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eIf you are confident enough of your product and its services, don’t be afraid to take risks. Chances are they work out and lead to new and unexplored capabilities, which will work wonders for your CX management initiatives. The more you make your customers happy, the more they will spend on your product.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eThe Big Picture Matters\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eBeing curious and aware of the big picture will help you plan the long-term strategies better. Making short-term decisions to stay safe is pretty easy. Staying focused on the long-term goals is vital to ensure the greater success of your team and thereby your customers.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eThe Employee-Customer Connection\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eThere is nothing like employees who understand their customers. \u003c/span\u003e\u003ca href=\"https://surveysparrow.com/blog/learning-more-about-your-customers-4-tactics-you-must-try/\"\u003e\u003cspan style=\"font-weight: 400;\"\u003eKnowing their customer\u003c/span\u003e\u003c/a\u003e\u003cspan style=\"font-weight: 400;\"\u003es’ needs will help employees bring out the best when it comes to ideas and solutions to \u003c/span\u003e\u003ca href=\"https://surveysparrow.com/blog/customer-experience-strategy/\"\u003e\u003cspan style=\"font-weight: 400;\"\u003eimprove customer experience\u003c/span\u003e\u003c/a\u003e\u003cspan style=\"font-weight: 400;\"\u003e. Knowing how you fare in CSAT helps with better decision-making.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eBe Solution-Driven\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eHave an open mind about out-of-the-box thinking. Don’t be afraid to explore further options as you go about finding solutions. However scary it may seem, taking that step forward will help you succeed in the long run.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eMore than two-thirds of companies now compete primarily on the basis of customer experience. Are you ready for that competition? Invest in your customer today!\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"e9:{\"data\":null}\n"])</script><script>self.__next_f.push([1,"e7:{\"title\":\"How to Improve the Efficiency of Your CX Program\",\"oldThumbnailUrl\":\"https://surveysparrow.com/wp-content/uploads/2021/09/stacy-justino.png\",\"hostName\":\"Stacy Justino\",\"genreLink\":\"https://surveysparrow.com/sparrowcast#category-1\",\"duration\":\"11 mins\",\"googlePodcastLink\":\"https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9kMTU2ZWIwL3BvZGNhc3QvcnNz/episode/NGU0ZWQ0ZmQtZmI2ZS00Y2IxLTk4MTUtYmFjMDM5MTEyNGQx?sa=X\u0026ved=0CAUQkfYCahcKEwjY8fHQ7OvwAhUAAAAAHQAAAAAQDg\",\"soundCloudLink\":null,\"spotify\":\"https://open.spotify.com/episode/78dkZ8156VAU0BWi5aQJHz?si=2iNPH9N6ROyiIEaJWnIG7A\",\"applePodcastLink\":\"https://podcasts.apple.com/us/podcast/how-to-improve-efficiency-your-cx-program-sparrowcast/id1475382367?i=1000523035245\",\"oldHostImageUrl\":\"https://site.surveysparrow.com/wp-content/uploads/2021/06/fullsizeoutput_ecb-scaled.jpeg\",\"youtubeVideoId\":\"2x3FZ-_lr24\",\"slug\":\"how-to-improve-cx-program-efficiency\",\"takeaways\":\"$e8\",\"hostDescription\":\"Director of Customer Happiness, Wistia\u003cbr\u003e\u003cbr\u003e\\nAn experienced operations management professional, Stacy Justino has proven her worth in SaaS industries. She has over a decade of experience in setting up customer support teams. She is a people-driven leader with a knack for building relationships, challenging the status quo, hiring \u0026amp; retaining exceptional employees, and facilitating career growth.\u003cbr\u003e\u003cbr\u003e\\nShe discovered her passion for management at a Seattle-based video game company after two years of teaching in South Korea. Her strategies include listening for what isn't being said, digging beneath the surface to get to the root of a situation or problem, having crucial conversations, identifying what motivates people, taking risks, and pursuing out-of-the-box ideas \u0026amp; solutions.\",\"Featured\":true,\"genre\":\"Customer Experience\",\"hostDesignation\":\"Director of Customer Happiness, Wistia\",\"featuredOrder\":1,\"createdAt\":\"2023-07-13T11:01:39.487Z\",\"updatedAt\":\"2023-07-13T11:01:41.537Z\",\"publishedAt\":\"2021-06-03T12:49:00.000Z\",\"takeawaysV2\":null,\"hostDescriptionV2\":null,\"hostThumbnail\":\"$e9\"}\n"])</script><script>self.__next_f.push([1,"e6:{\"id\":25,\"attributes\":\"$e7\"}\nec:T7c5,"])</script><script>self.__next_f.push([1,"\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eWe’re always on the lookout for techniques to boost our sales and growth. In challenging times such as these, the traditional methods of sales need to reinvent itself to match the hurdles of today. While virtual sales strategies have proven their worth in many industries \u0026 organizations, room for improvement is always there. It should be a continuous process that helps you to design \u0026 adapt to the newest trends, \u0026 paradigm shifts.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eGet Creative\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eOne thing is for sure – customers are still looking to engage with your brand, but in different ways than before. Tap into your creativity, identify the strategies to initiate customer interactions, and work on stabilizing your relationship as you move forward. Be it through a demo, presentations, or video chat, be sure to make a human connection to improve the customer experience. \u003c/span\u003e\u003c/p\u003e\u003ch3\u003eRole of Video Prospecting \u0026 Deep Research\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eAdding video to your prospecting process provides a boost in engagement and improves your workflow. Personalize your videos for each prospect. Think outside the box each time you try to convert. The ultimate goal is to add value to the relationships you build.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eTime is Wealth\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eThe best salespeople are the ones who know how to manage their time. Effective time management is vital to sales success. Focus on tasks with maximum ROI. Know your goals and work smart. Keep track of your CRM and work towards increasing your sales potential.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eBridge the Gaps\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eBuilding smooth internal relationships is as critical for sales as building customer relationships. An effective employee relationship management improves job satisfaction and, ultimately, customer satisfaction. Employee success is deeply intertwined with customer success.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"ed:{\"data\":null}\n"])</script><script>self.__next_f.push([1,"eb:{\"title\":\"Redefining Your Sales Funnel \u0026 Operations\",\"oldThumbnailUrl\":\"https://surveysparrow.com/wp-content/uploads/2021/09/shannon-j-gregg-2.png\",\"hostName\":\"Dr. Shannon J Gregg\",\"genreLink\":\"https://surveysparrow.com/sparrowcast#category-3\",\"duration\":\"9 mins\",\"googlePodcastLink\":\"https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9kMTU2ZWIwL3BvZGNhc3QvcnNz/episode/YTUyZmY2YTktMGY3NC00OWFiLThhMjItMDI5ODFjNGMyYWNi?sa=X\u0026ved=0CAYQkfYCahcKEwjY8fHQ7OvwAhUAAAAAHQAAAAAQAg\",\"soundCloudLink\":null,\"spotify\":\"https://open.spotify.com/episode/4SOOWMZHKGPkei6vYVZ5fs?si=eanRdbZXSWyaqPGhYMd56w\",\"applePodcastLink\":\"https://podcasts.apple.com/us/podcast/redefining-your-sales-funnel-operations-sparrowcast/id1475382367?i=1000523138766\",\"oldHostImageUrl\":\"https://site.surveysparrow.com/wp-content/uploads/2021/06/Shannon-J-Gregg.jpg\",\"youtubeVideoId\":\"fzdLay0bs0c\",\"slug\":\"redefining-your-sales-funnel\",\"takeaways\":\"$ec\",\"hostDescription\":\"President, Cloud Adoption Solutions\u003cbr\u003e\u003cbr\u003e\\nAn aficionado of sales technology to increase efficiency in the sales process, Dr. Shannon J. Gregg is an early adopter and adoption influencer for sales technology systems. She caters to the needs of a growing company to identify efficient and effective sales processes to drive revenue as quickly as possible. \u003cbr\u003e\u003cbr\u003eShe focuses on improving sales productivity and optimization and is known for her ability to hone in on areas to improve with a lean approach. Shannon is known to be a change agent, particularly in M\u0026A environments (VC/PE), with a successful track record of integrating process, product/service pricing, and pricing methodologies, and notably, global teams, with cultural sensitivity. She was listed under Analytics Insight's \\\"Ten Most Influential Women in Technology\\\" in the year 2020.\",\"Featured\":true,\"genre\":\"Product Experience\",\"hostDesignation\":\"President, Cloud Adoption Solutions\",\"featuredOrder\":4,\"createdAt\":\"2023-07-13T11:01:39.487Z\",\"updatedAt\":\"2023-07-13T11:01:41.536Z\",\"publishedAt\":\"2021-06-03T12:24:00.000Z\",\"takeawaysV2\":null,\"hostDescriptionV2\":null,\"hostThumbnail\":\"$ed\"}\n"])</script><script>self.__next_f.push([1,"ea:{\"id\":28,\"attributes\":\"$eb\"}\nf0:T827,"])</script><script>self.__next_f.push([1,"\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eNearly 3 out of 4 executives felt that the changes brought about by the COVID-19 pandemic would be a huge opportunity for growth. And the least surprising – only less than 30 percent of these same executives feel confident enough to face the new normal. While crisis management is on everyone’s agenda, unfortunately not many have actually stepped up to make the best use of the ongoing crisis. Level up your crisis management strategies with these tips on how to make the best use of the situation at hand.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eThe Best Opportunity to Change is Now\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eA crisis provides you with the best opportunity to reimagine, re-invent and re-emerge. These changes go a long way in paving the way for innovation. While your effective crisis management planning takes shape, build the blocks for the future by bringing about significant transformations.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eBring Out Your Best Version\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eCrises such as the pandemic are crucial moments for businesses to evolve rapidly. Work towards removing constraints and questioning previous logic in order to get the best business model in place. Use the opportunity to learn, discover and push your limits to set your growth strategies in motion.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eWork Hard to Bounce Back\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eUse your market insights to bring about new products, services, and business models, along with customer experience management tactics. Make considerable investments in marketing, IT, human resources, and logistics that will help you attain long-term resilience.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eBe Solution-Oriented\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eThe key is to identify the source of a challenge and come up with a meaningful solution. Be it evading your customers’ crisis or that of your employees, think critically and evaluate effectively to arrive at the right solution. While you plan revival, never lose sight of the purpose and goals you are looking to achieve.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"f1:{\"data\":null}\n"])</script><script>self.__next_f.push([1,"ef:{\"title\":\"Making the Best Use of Crisis\",\"oldThumbnailUrl\":\"https://surveysparrow.com/wp-content/uploads/2021/09/kumar-visvanathan.png\",\"hostName\":\"Dr Kumar Visvanathan\",\"genreLink\":\"https://surveysparrow.com/sparrowcast#category-3\",\"duration\":\"17 mins\",\"googlePodcastLink\":\"https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9kMTU2ZWIwL3BvZGNhc3QvcnNz/episode/ZGIzOGZjYWEtZjI2ZS00ZWU5LTg0MTctNmNhZDA5YjZiZjg0?sa=X\u0026ved=0CAUQkfYCahcKEwiQrKm89PPwAhUAAAAAHQAAAAAQAQ\",\"soundCloudLink\":null,\"spotify\":\"https://open.spotify.com/episode/02efcriXvNZ7m8ccVMMZm0?si=r3NpKuyeQlmTqPU-mBCO3g\",\"applePodcastLink\":\"https://podcasts.apple.com/us/podcast/making-best-use-crisis-sparrowcast-dr-kumar-visvanathan/id1475382367?i=1000523252668\",\"oldHostImageUrl\":\"https://site.surveysparrow.com/wp-content/uploads/2021/06/Kumar-Visvanathan-.jpg\",\"youtubeVideoId\":\"3mzQt1AJ_OQ\",\"slug\":\"making-the-best-use-of-crisis\",\"takeaways\":\"$f0\",\"hostDescription\":\"Founder, Swipe Files\u003cbr\u003e\u003cbr\u003e\\nA Human Resources Professional, \u003cbr\u003eDr. Kumar Visvanathan is a recipient of an Honorary Doctorate by CIAC Global in partnership with the University of Entrepreneurship \u0026amp; Technology, New York for his contributions to People Management. He has over 27 years of HR experience in the IT industry. In 2016 he became the first Indian to be recognized as \\\"HR Superstar\\\" by HRO magazine, Philadelphia, USA for his contributions to the HR community. \u003cbr\u003e\u003cbr\u003e\\nDr. Kumar has experience in staffing, US HR operations, transitioning services, designing and rolling out HR policies, performance management, competency building, and compensation management. 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If customer needs were challenging enough in open spaces, their expectations have now become even more difficult to decode in a world that has slipped into isolation. In difficult times such as these, customer success lies in delivering personalized, real-time experiences.\u003c/span\u003e\u003c/p\u003e\u003ch4\u003eCustomer Engagement: A Game-Changer\u003c/h4\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eWhile customers are coping with the shift from an offline to an online mode, businesses should try and step in to blur the boundaries. Now, more than ever, customers need vital information, support, and guidance in their digital-led experiences to make the most out of the solutions you deliver. It’s time to redesign your delivery model \u0026amp; reinvent your customer engagement strategies.\u003c/span\u003e\u003c/p\u003e\u003ch4\u003eEmpathy is Key\u003c/h4\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eCustomer interaction in this ‘new normal’ requires an upgrade of your tone, message, and platform. Understand your customers on a professional as well as a personal level. Furthermore, it’s crucial to maintain a proper balance between support and marketing. Your focus should be to care for your customers and build relationships that will last long after the crisis.\u003c/span\u003e\u003c/p\u003e\u003ch4\u003eAct Where There is a Low-Response\u003c/h4\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eDon’t let the non-responsive customers get the better of you. Reach out to them to understand their goals, and take the right actions to get them out of the limbo state. Initiate and build actionable conversations, proactively. Regular QBRs will help you gain better insights on how to add value to your customer’s experience. Customer engagement is vital to keep the churn rate at bay.\u003c/span\u003e\u003c/p\u003e\u003ch4\u003eRevamp Your Team Structure\u003c/h4\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eThe success of even the most sophisticated customer engagement model depends on your team. Grow your team with adequate training to handle the challenging requirements that the present scenario poses. With the right team, shape your customer engagement activities, hassle-free. Remember, the way you deal with customers during a crisis is likely to get imprinted in their minds. And, compromising on the quality of your services, or unequipped mediators on behalf of your brand will impact customer preferences \u0026amp; loyalty.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"f5:{\"data\":null}\n"])</script><script>self.__next_f.push([1,"f3:{\"title\":\"Customer Engagement During Times of Crisis\",\"oldThumbnailUrl\":\"https://surveysparrow.com/wp-content/uploads/2021/09/maranda-ann.png\",\"hostName\":\"Maranda Ann\",\"genreLink\":\"https://surveysparrow.com/sparrowcast#category-1\",\"duration\":\"17 mins\",\"googlePodcastLink\":\"https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9kMTU2ZWIwL3BvZGNhc3QvcnNz/episode/OGQ1OGY0NTQtZDE1Ny00MTk3LWFjMmItYWIyYjdmMDVlMzk1?sa=X\u0026ved=0CAUQkfYCahcKEwjY8fHQ7OvwAhUAAAAAHQAAAAAQAQ\",\"soundCloudLink\":\"https://soundcloud.com/surveysparrow/customer-engagement-during-the-time-of-crisis-sparrowcast-with-maranda-ann\",\"spotify\":\"https://open.spotify.com/episode/5z0mrtLxayRkby76aoUZh4?si=rg9BRpNvTGCmoZKXJZhBLw\",\"applePodcastLink\":\"https://podcasts.apple.com/us/podcast/customer-engagement-during-time-crisis-sparrowcast/id1475382367?i=1000523161714\",\"oldHostImageUrl\":\"https://site.surveysparrow.com/wp-content/uploads/2021/06/Maranda-Ann.jpg\",\"youtubeVideoId\":\"ZkHOZcOv0DE\",\"slug\":\"customer-engagement-during-times-of-crisis\",\"takeaways\":\"$f4\",\"hostDescription\":\"Senior Vice President - Customer Success \u0026amp; People Operations, Swiftly, Inc. \u003cbr\u003e\u003cbr\u003e\\nWith over 20 years of experience in both working and designing the best customer-facing groups, Maranda Ann Dziekonski is truly a customer-facing operations leader. She is a ground-up builder with a passion for setting up the right teams, systems, process, and overall infrastructure to take both the team and the company to the next level.\u003cbr\u003e\u003cbr\u003e\\nMaranda has proven experience building and scaling customer success, customer service, API support, contact centers - both inbound and outbound sales along with other teams in operations. 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This is where businesses can jump in and defend their product, explaining why their product is superior to that of competitors. It’s the perfect opportunity to give a hand-in-hand comparison to help your target audience choose you.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eSo how do you go about creating a killer competitor analysis page for your brand? Here are the only 5 tips you need to build that perfect competitor page you’ve been longing for!\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eTrust and Credibility as the Founding Pillars\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eWhether you take a consultative route or a head-to-head approach, make sure that you’re not sprucing it up with faulty claims or unnecessary bashing of your competitor. 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Genuinely address the needs and concerns of your customers to help your product evolve into being their ideal solution.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eEnsure User-Friendliness\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eStick to simplicity. Make use of screenshots, illustrations, infographics, and videos that are easy to understand. The more easily you convey your message, the better your audience grasps them.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"f9:{\"data\":null}\n"])</script><script>self.__next_f.push([1,"f7:{\"title\":\"How To Create The Perfect Competitor Page\",\"oldThumbnailUrl\":\"https://surveysparrow.com/wp-content/uploads/2021/09/corey-haines.png\",\"hostName\":\"Corey Haines\",\"genreLink\":\"https://surveysparrow.com/sparrowcast#category-3\",\"duration\":\"12 mins\",\"googlePodcastLink\":\"https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9kMTU2ZWIwL3BvZGNhc3QvcnNz/episode/YTkxNDU0NjUtNGMzOC00Y2U4LWIyMGMtZTU2MGJiYTg5OTVj?sa=X\u0026ved=0CAUQkfYCahcKEwjY8fHQ7OvwAhUAAAAAHQAAAAAQFA\",\"soundCloudLink\":null,\"spotify\":\"https://open.spotify.com/episode/6zG1bBnVbN48nOBMchY5r8?si=5Q5b3CirRqWDYzrsjx44lw\",\"applePodcastLink\":\"https://podcasts.apple.com/us/podcast/how-to-create-perfect-competitor-page-for-saas-websites/id1475382367?i=1000523035246\",\"oldHostImageUrl\":\"https://site.surveysparrow.com/wp-content/uploads/2021/05/Corey-Haines.jpg\",\"youtubeVideoId\":\"9YSfFty2S_c\",\"slug\":\"how-to-create-perfect-competitor-page\",\"takeaways\":\"$f8\",\"hostDescription\":\"Founder, Swipe Files\u003cbr\u003e\u003cbr\u003e\\nA marketer and a maker, Corey Haines considers it his mission to help bootstrapped and funded SaaS companies achieve sustainable growth and marketing. 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If coping was the mantra then, excelling is now the need of the hour.\u0026nbsp; Effective remote work culture is critical when it comes to employee engagement, productivity, and success; all intertwined with the performance of an organization.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eReprise Your Work Culture\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eThe right culture sets you apart from your competitors. The right virtual work culture keeps your team engaged, committed, and communicative. Work towards making your company culture relevant to the times and your people, thus ensuring employee satisfaction and productivity.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eKeep Your Actions Out and Loud\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eA ‘work from home’ culture requires overcommunication – multiple emails, messages, memes, videos, and anything that would set the tone for increased interaction and collaboration. Ensure the active participation of your employees in day-to-day activities. Effective communication is critical to the success of a virtual workforce.\u003c/span\u003e\u003c/p\u003e\u003ch3\u003eListen Intuitively\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eTo build and maintain a remote work culture, listen to your peers intuitively. Always be prompt and have a clear bias towards action. 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And it’s more than saying you put your customers first. It’s an approach, a mindset that prioritizes delivering exceptional customer experiences before \u0026amp; after-sales.\u003c/p\u003e\u003ch3\u003eCustomers at the Heart of Everything\u003c/h3\u003e\u003cp\u003eCustomer centricity is something that has to be integrated into the very core of the company. Train your team to stop thinking in terms of numbers \u0026amp; start focusing on exceptional customer service. This also means adopting policies, processes \u0026amp; systems that make it real for your employees.\u003c/p\u003e\u003ch3\u003eUnderstanding Customer Demands\u003c/h3\u003e\u003cp\u003eA customer stays loyal to the business that provides the best customer experience. The most important question you have to ask yourself: What makes my customers happy? How can I meet their needs? 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The benchmark report provides a snapshot of all possible trends across the field. The survey conducted has marked the participation of 100 companies \u0026amp; the benchmarks report sent to the participants will detail how their company has stacked up \u0026amp; also uncover many insights to help them make informed decisions for the coming year.\u003c/p\u003e\u003ch3\u003eRecognize What Worked Best\u003c/h3\u003e\u003cp\u003eThe customer success performance index has a significant correlation with the preservation and expansion of the recurring revenue stream. The benchmark report makes it easy for the companies to uncover what worked \u0026amp; what didn’t in a glimpse. It would tell you whether the new approach in customer success worked or how well the customer loyalty program is doing.\u003c/p\u003e\u003ch3\u003eKnow What your Competitors Do Differently\u003c/h3\u003e\u003cp\u003eIt’s inevitable to understand who your competitors are. It’s even more crucial to learn what they’re doing differently than you. The benchmark report answers your question, ‘What makes someone choose your competitor over you?’ in a measurable way. No more guesses \u0026amp; hunches.\u003c/p\u003e\u003ch3\u003eAvoid Negative Practices\u003c/h3\u003e\u003cp\u003eThe customer success performance index lets you identify \u0026amp; pull out the corrupt practices in your business. Even a well-thought-out strategy can backfire \u0026amp; it’s quintessential to ensure twice. 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It’s not just a role or department. Embracing customer success across the organization lets you perform amazingly well \u0026amp; increase their recurring revenue, consistently.\u003c/p\u003e\u003ch3\u003eBring Value from All Teams\u003c/h3\u003e\u003cp\u003eCustomer retention cannot be the sole responsibility of the customer success team. From sales to marketing to operations, product, and engineering – every team or department in the organization has their role to play. For e.g., if the sales oversell the product or are selling the product to the wrong customers, it will be almost impossible for the customer success to meet their retention goals.\u003c/p\u003e\u003cp\u003eMeeting the company’s retention goals requires participation from every other team in place.\u003c/p\u003e\u003ch3\u003eAlign the Company Goals\u003c/h3\u003e\u003cp\u003eIt’s quintessential to ensure \u0026amp; enforce that the company goals are aligned to that of marketing goals. The company has to have a clear understanding of how the product fits into or enhances the customer’s world. Everyone needs to know who their ideal customers are. What they like, why they buy, \u0026amp; what causes friction.\u003c/p\u003e\u003cp\u003eIt is this knowledge that lets you win your customer’s attention, time, \u0026amp; money.\u003c/p\u003e\u003ch3\u003eEstablish a Solid Process\u003c/h3\u003e\u003cp\u003eYou’re going to have put in the hard work \u0026amp; effort to make your customers choose you over \u0026amp; over again. There’s a natural tendency for the vendors \u0026amp; customers to drift apart as the market \u0026amp; needs change. Put in cleverly designed strategies like loyalty programs to build stronger customer relationships. 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The immense value you deliver \u0026amp; the deep-rooted relationship of your customers with you are going to transform them into your raving fans.\u003c/p\u003e\u003ch3\u003eBoosting Upselling \u0026amp; Cross-selling\u003c/h3\u003e\u003cp\u003eFind ways to create complementary products or services that you can market \u0026amp; sell to your existing customers. It could be an upgrade to the current products \u0026amp; services, or a new line-up, upselling \u0026amp; cross-selling are the biggest advantages to customer success. It is an enormous revenue stream, \u0026amp; will also help your customers solve more problems or achieve their goals better.\u003c/p\u003e\u003ch3\u003eAligning Client’s OKRs with Company Goals\u003c/h3\u003e\u003cp\u003eThe truth is that your customers are a gold mine of wealth. They have immense data and knowledge that can radically transform your business. The best way to ensure growth for your business is to solve your customer’s problems.\u0026nbsp; Align your roadmap with client expectations \u0026amp; customer needs for faster growth \u0026amp; increased revenue.\u003c/p\u003e\u003ch3\u003eBuilding Stronger Customer Relationships\u003c/h3\u003e\u003cp\u003eMost businesses underestimate the need for the necessity to develop an authentic relationship with their customers. Once you’ve successfully established a bond with your clients, selling becomes more of a byproduct rather than the central pursuit. 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It is the ideal way for any company to expand \u0026amp; grow their customer base.\u003c/p\u003e\u003cp\u003eThis is why it’s most important to know what your customer needs \u0026amp; expects from you accurately. NPS lets you know how confident they are about your product \u0026amp; services with the ultimate question, ‘How likely are you to recommend us to your friends \u0026amp; family?’. They are then divided into three categories based on the answers they gave. The customers who responded with 9-10 are called your promoters, with the score 7-8 are your passives \u0026amp; the ones who marked anything between 0-5 are your detractors\u003c/p\u003e\u003ch3\u003eIdentify your Promoters\u003c/h3\u003e\u003cp\u003eThe ones who are absolutely happy with your products and think you are recommend-worthy comes under promoters. Identifying them is crucial because they’re your advocates. Identifying them lets you nurture them the right way. Giving the usual discounts can’t help you keep them promoters for long. Give them better experiences by giving them surprises or exclusive rewards, appreciating their loyalty.\u003c/p\u003e\u003ch3\u003eBuild a Playbook\u003c/h3\u003e\u003cp\u003eHave a consistent playbook that gives clear instructions to your team members regarding who does what, when. This book should also draw out the escalation points as transparently as possible. A well defined, sometimes fully automated call-to-action program helps you identify critical insights \u0026amp; notify the right team to handle it.\u003c/p\u003e\u003ch3\u003eAlways Close the Loop \u0026amp; Make it Personal\u003c/h3\u003e\u003cp\u003eIt goes without saying that the Net Promoter Score is beneficial for building an effective customer loyalty growth strategy for your organization, no matter what your industry is. But inactively sitting on heaps of responses are as good as not collecting any responses. 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And, that’s what you build through LinkedIn, Facebook, Twitter, and other social media platforms, where your audiences are.\u003c/p\u003e\u003ch3\u003eFigure Out your Audience\u003c/h3\u003e\u003cp\u003eAfter creating a value proposition that speaks to what you do, figure your audience, and pass on that value. Create a platform where people can see you. Promote your accomplishments and build your credibility. Interact with your audience and be reliable.\u003c/p\u003e\u003ch3\u003eBe Consistent\u003c/h3\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eNo matter how good your content is, how hard you work, being consistent is the key. This is ultimately how you can build a personal brand. 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The metric can be adapted into any business, product, store, or customer support team.\u003c/p\u003e\u003cp\u003eThe whole focus goes into the twin goals of creating more promoters and fewer detractors. To put quite simply, it is your customer balance sheet.\u003c/p\u003e\u003ch3\u003eUsing the Net Promoter System\u003c/h3\u003e\u003cp\u003eThe Net Promoter Score goes beyond a score \u0026amp; implores the reasons for the rating your customer gave. An unstructured, open-ended question helps your brand understand your customers on a deeper level.\u003c/p\u003e\u003cp\u003eThe decision-makers get to hear the raw, unadulterated comments straight from the customers they are serving. This helps them incorporate valuable insight into the system and hence generate more promoters for the business and thus closing the loop.\u003c/p\u003e\u003cp\u003eNet Promoter System is all about inspiring your entire organization to be customer-centric, rather than chasing after short-term goals. 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Videos help in showing customers what your business is all about.\u003c/p\u003e\u003cp\u003eThe more engaging and interactive your videos are, the more your consumers are going to feel as though they know and trust your business.\u003c/p\u003e\u003ch3\u003eEstablish a Human Connection\u003c/h3\u003e\u003cp\u003eMany times customers make the call to the support team to interact and resolve issues with a real person. Something reassures them from connecting \u0026amp; communicating with humans rather than following the automated robotic instructions. When the customers listen to a video where the person tells their name and talks about their video, it makes a lot of difference.\u003c/p\u003e\u003cp\u003eSeeing a dedicated person sitting there to help them go a long way in building customer trust.\u003c/p\u003e\u003ch3\u003eSimplify Technical Content\u003c/h3\u003e\u003cp\u003eAlmost half of the calls made to customer support is from confused users to clarify the already provided instructions. A video of a person explaining each step along with the screencast can avoid a lot of vagueness and unwanted confusions altogether. 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The most exceptional product experience no longer excites your customer but is simply expected.\u003c/p\u003e\u003cp\u003eConsumerization, the transition towards consumer-grade UX in B2b SaaS products, is driven by tech-savvy users who demand software that is more intuitive, more beautiful, and affordable than the products that they used in the past.\u003c/p\u003e\u003cp\u003eThe market is rising to meet and go beyond customer expectations. Consumers are more willing than ever to ditch brands that don’t meet their needs. And the best way to accurately know the customer needs? Customer Feedback! Having a scalable feedback program in your organization lets you gain amazingly helpful insights into new customer trends \u0026amp; market shifts.\u003c/p\u003e\u003ch3\u003eListening to your End-users\u003c/h3\u003e\u003cp\u003eThis is the most apparent tip anybody can give when the shift happens towards product-led growth. Your product has to provide real value to your customers if you want to expand your customer base. Interact with your customers on an ongoing basis to understand their challenges and how well your product can resolve them. This is the only way to know where your product falls short.\u003c/p\u003e\u003cp\u003eConstantly improve your product experience, to not lose your customers to your competitors. Addressing customer challenges at the right time helps you boost customer retention.\u003c/p\u003e\u003ch3\u003eProduct Enhancements \u0026amp; Feature Requests\u003c/h3\u003e\u003cp\u003eWhile collecting product feedback, you will be getting requests for new features as well as for improvements to the existing features. You always have to keep in mind the development costs while considering such requests. New feature requests are excellent for the growth \u0026amp; expansion of your product since they reveal some new use-cases that you never thought of.\u003c/p\u003e\u003cp\u003eOn the other side, product feedback tells you how smooth the experience is or how intuitive the UI is. They help you improve the existing product features to better suit the customer needs.\u003c/p\u003e\u003ch3\u003eTraining your Customer Success Team\u003c/h3\u003e\u003cp\u003eYour customer success team or customer support team usually plays the most significant part in collating customer feedback. Train your team to gather feedback, even the client themselves, not knowing it. Almost every interaction that you have with your client has some information for your team to decipher.\u003c/p\u003e\u003cp\u003eThe customer is engaging with you and giving you their opinion about the product, the experience they had \u0026amp; how close you are in delivering the expected value.\u003c/p\u003e\u003ch3\u003eAlways Close the Loop\u003c/h3\u003e\u003cp\u003eWhat makes your feedback really valuable? Taking the right actions!\u003c/p\u003e\u003cp\u003eIf your customers feel like they’re unheard, they are going to stop giving you feedback. Implement a scalable Voice of Customer program in the organization to ensure that every customer feedback is taken care of. Design the entire flow that each feedback has to take. 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The significance of closing the feedback loop!\u003cbr\u003e\nThe sole purpose of collecting feedback is to improve and evolve your brand into something better. It's all about establishing a better brand position in the industry. Sadly, not many are enthusiastic to close the feedback loop, and their entire feedback process loses its meaning. Voice of Customer or VoC program lets you create and follow specific guidelines to keep your survey findings impactful.\u003c/p\u003e\u003ch3\u003eTake Action on your Surveys\u003c/h3\u003e\u003cp\u003eAsk some questions, gather the answers for it, then you're off running around making the changes, and gaining new insights. Sounds pretty straightforward, doesn't it?. Getting your hands on real actionable data is harder than it seems. Formulate a voice of customer program that suits your brand and its objectives best. Keep closing the feedback loop process scalable throughout your organization.\u003cbr\u003e\nAvoid vagueness in your business regarding whose responsibility it is to take action on surveys conducted. Having an expertly designed VoC helps you keep the entire feedback journey seamless and productive.\u003c/p\u003e\u003ch3\u003eMake it Personal\u003c/h3\u003e\u003cp\u003eFollowing up with every customer of yours is imperative for a Voice of Customer program to be a success. When your customer has raised a concern or an issue, follow-up immediately. Help your clients resolve their troubles as smoothly as possible. This adds to creating a positive brand experience. Studies state that customers who had a faster \u0026amp; proper solution for their issues are more satisfied than a customer who never had an issue with your brand. What does that tell you? Even if you have tons and tons of feedback, follow-up with every individual customer and help them attain a pleasant experience with your product or services.\u003c/p\u003e\u003cp\u003eMake your customers feel heard and valued. Triggered, robotic messages can never replace the reassurance that your team can provide. Make the experience personal \u0026amp; build a stronger customer relationship.\u003c/p\u003e\u003ch3\u003eShare the Findings with Stakeholders\u003c/h3\u003e\u003cp\u003eThe gap between the feedback and the impact it has actually brought gets bigger and bigger with every round of surveys. The lack of responsible stakeholders to manage the actions to be taken tampers the survey process. The feedback program doesn't end with just gathering the responses. Once the data is collected, the results should be shared with the right stakeholders after analyzing it. The responsible departments then should start working on the insights obtained. 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Isn’t that the ultimate objective of conducting customer surveys?\u003c/p\u003e\u003cp\u003eAccording to OpinionLab, 80 percent of the survey takers abandon the surveys halfway through. That’s a considerable number to ignore and keep sending your surveys. It’s time to make every survey you send be more impactful. Before emailing your next customer survey, ensure that it complies with the following.\u003c/p\u003e\u003ch3\u003eYou’re Not Forcing Feedback\u003c/h3\u003e\u003cp\u003eImagine, you just finished a conversation with customer care, and you receive a survey to rate how helpful the support was. The survey intimation is on point. But, what if the support team had told me that my issue would be resolved only after two days? It would make sense to rate the effectiveness of the support team only after whatever promises they have given come true.\u003c/p\u003e\u003cp\u003eIdeally, you are asked to send a customer survey every time a customer interacts with your brand. Blindly forcing feedback is going to earn you just skewed, unbiased data.\u003c/p\u003e\u003ch3\u003eAn Active Feedback Loop\u003c/h3\u003e\u003cp\u003eThe customers should be able to give feedback when they want to. Rather than making your customers take surveys at fixed interactions, let them give feedback whenever they feel like it. An active feedback loop lets your customers reach out to you at their will.\u003c/p\u003e\u003cp\u003eYour customers can instantly mark how happy they are with the way you’ve categorized a particular section of your website, or how seamless the payment process is. You would be missing out on all such input without an active feedback loop.\u003c/p\u003e\u003ch3\u003eKnow Whether Customers Want Follow-up\u003c/h3\u003e\u003cp\u003eYou care about your NPS score. Not your customers!\u003c/p\u003e\u003cp\u003eCustomers give feedback to you because they care about their own experience. 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Addressing customer challenges and catering to their needs on time has become imperative in today’s world to boost customer loyalty. Many studies reveal that consumers wouldn’t mind paying extra for better customer experiences that are tailored to fit their expectations. It has thus become crucial to get your customer support strategies up and running.\u003c/p\u003e\u003cp\u003eBuilding an inclusive online community for your brand via social media helps you overcome many challenges that you face with traditional customer service mediums. Having an active social media customer care program lets you make the most of customer feedback, effortlessly.\u003c/p\u003e\u003ch3\u003eIdentify\u003c/h3\u003e\u003cp\u003eThe first step is to audit your organization’s social media footprint. This involves you having a precise idea about your brand’s social media accounts and activities done there. Be in the know about who handles what to avoid any ambiguity. Be always on the lookout for fraudulent or doppelganger accounts that can appear.\u003c/p\u003e\u003cp\u003eReport any such issues as soon as possible since such fake accounts can harm your brand’s reputation.\u003c/p\u003e\u003ch3\u003eIntegrate\u003c/h3\u003e\u003cp\u003eThis step is all about integrating customer service structure into your social networks \u0026amp; engaging your customers the right way. It’s always advisable to start a help page in one social network and then scale up your social presence across platforms.\u003c/p\u003e\u003cp\u003eThis helps you deliver excellent customer service and also makes it easier to grow your followers.\u003c/p\u003e\u003ch3\u003eEducate\u003c/h3\u003e\u003cp\u003eTrain your team on the right ways to engage your customers in social media. Educate your support team on how to achieve success with social media care by adequately training them on the policies, guidelines, and the tone they have to adopt.\u003c/p\u003e\u003cp\u003eYou must have heard of multiple instances where brands faced the heat of customer service conversations gone wrong. Avoid a script not to sound robotic instead give adequate platform training to handle every situation that can arise effectively.\u003c/p\u003e\u003ch3\u003eUnify\u003c/h3\u003e\u003cp\u003eWhen social media strategies are unified and followed across the organization, your customer support team can work more efficiently. On average, there are 13 different teams engaging customers on social media at any given time. Ultimately, It would be your customer who is going to suffer because you have scattered, disorganized social media presence.\u003c/p\u003e\u003cp\u003eEstablish a workflow that gives clarity across the departments. It should specify which team attends which concern and also have a protocol for the teams to follow while assigning an issue across them.\u003c/p\u003e\u003ch3\u003eDelight\u003c/h3\u003e\u003cp\u003eThe final step is about proactively delighting your customers. This lets you collectively reaching out to your customers before an issue escalates. Always listen to your customers even when it’s not directed towards your official accounts. Monitor your customer’s social media activities to identify any dissatisfaction they have and to resolve them.\u003c/p\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eNot only you will have happier, loyal customers, but also a better, positive online presence. 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A single NPS question lets you measure, track, and analyze customer perceptions about your brand.\u003c/p\u003e\u003cp\u003e“On a scale of 0-10, how likely are you to recommend us to your friends \u0026amp; family?”\u003c/p\u003e\u003cp\u003eIn recent studies like Global Trust in Advertising Report, almost 83% of the participants stated that they trust recommendations made by their friends or family over any other forms. This underlines how significant designing an NPS program for your brand is. A robust process to track, analyze, and implement changes in your existing customer experience program will transform you into an NPS leader.\u003c/p\u003e\u003ch3\u003eHave a Plan \u0026amp; See it Through\u003c/h3\u003e\u003cp\u003eWhen you run an NPS program, you will be investing a substantial amount of resources. It would only make sense to have a well-defined plan in place. Break down your targets into feasible goals by keeping them SMART, ie. Specific, Measurable, Achievable, Realistic, and Time-Bound. This helps your company be focused and stick to the plan.\u003c/p\u003e\u003ch3\u003eIdentify the Right Audience\u003c/h3\u003e\u003cp\u003eChoosing the right tool can make or break your survey. Randomly sending surveys to all your customers is going to gain you completely unreliable data. Segmenting the audience lets you monitor, compare, and track your NPS score based on different demographics across different areas of your organization.\u003c/p\u003e\u003ch3\u003eChoose the Right Tool\u003c/h3\u003e\u003cp\u003eAutomating the entire NPS program will save your time, effort, and other resources. Having a dedicated NPS platform lets you analyze and forecast trends, hassle-free. Having a spreadsheet to track and calculate your NPS score is not scalable in the long run.\u003c/p\u003e\u003ch3\u003eCreate Short, Crisp Surveys\u003c/h3\u003e\u003cp\u003eLong surveys put off respondents from even attempting them. Avoid half-filled or abandoned surveys by keeping it specific and to the point. Minimize the number of questions and make it a point to stay away from vague or multi-branched questions completely.\u003c/p\u003e\u003ch3\u003eAlways Close the Loop\u003c/h3\u003e\u003cp\u003eEvery response from your customer holds the possibility for further conversation. Seeking out customer feedback at all key touchpoints lets you listen to your customers. Responding in a direct and personal way demonstrates that you do care about the survey outcomes.\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"131:{\"data\":null}\n"])</script><script>self.__next_f.push([1,"12f:{\"title\":\"How to Start your NPS Program\",\"oldThumbnailUrl\":\"https://surveysparrow.com/wp-content/uploads/2021/09/maranda-ann-2.png\",\"hostName\":\"Maranda Ann\",\"genreLink\":\"https://surveysparrow.com/sparrowcast#category-1\",\"duration\":\"8 mins\",\"googlePodcastLink\":\"https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9kMTU2ZWIwL3BvZGNhc3QvcnNz/episode/OGY4OWIwYmMtZmQzYS00MzY3LWY5ZWUtZmM0MGE5MjkzY2Jh\",\"soundCloudLink\":\"https://soundcloud.com/surveysparrow/how-to-start-your-nps-program-sparrowcast-with-maranda-ann\",\"spotify\":\"https://open.spotify.com/episode/3pVnY2A5yk4v4crTqmuPx7\",\"applePodcastLink\":\"https://podcasts.apple.com/us/podcast/how-to-start-your-nps-program-sparrowcast-with-maranda-ann/id1475382367?i=1000448534057\",\"oldHostImageUrl\":\"https://site.surveysparrow.com/wp-content/uploads/2019/09/Maranda-2.jpg\",\"youtubeVideoId\":\"hffMc4WAWyQ\",\"slug\":\"maranda-ann\",\"takeaways\":\"$130\",\"hostDescription\":\"Senior Vice President - Customer Success \u0026amp; People Operations, Swiftly, Inc. \u003cbr\u003e\u003cbr\u003e\\nWith over 20 years of experience in both working and designing the best customer-facing groups, Maranda Ann Dziekonski is truly a customer-facing operations leader. She is a ground-up builder with a passion for setting up the right teams, systems, process, and overall infrastructure to take both the team and the company to the next level.\u003cbr\u003e\u003cbr\u003e\\nMaranda has proven experience building and scaling customer success, customer service, API support, contact centers - both inbound and outbound sales along with other teams in operations. 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Hence it’s critical to learn how to make your customers absolutely happy with your brand.\u003c/p\u003e\u003cp\u003eMany companies treat customer service and customer experience interchangeably. Customer service is about resolving short-term issues while customer experience is all about evolving an emotional and personal relationship with your customer.\u003c/p\u003e\u003cp\u003eIn this age, good customer service and delivering the promises are no longer enough to ‘wow’ your customers. So how do little wows add up to a big sale?\u003c/p\u003e\u003ch3\u003eThe Little Things Matter\u003c/h3\u003e\u003cp\u003eFrom a smile to a friendly helping gesture, it is the little things that take up the most in your customer’s mind. You might have to deal with thousands of customers every day, and it would be impossible to be ‘present’ with each customer’s entire experience. Nevertheless, a welcoming smile while they are entering your business or keeping the experience personalized as simple as calling them by their names can add the wow element.\u003c/p\u003e\u003cp\u003eIt is only when the customer has a positive experience; they have a reason to come back. It is not the rides, or the attractions or the shows that the customer is really buying, but it is the experience.\u003c/p\u003e\u003ch3\u003eIdentify Where to Add the Wow Moment\u003c/h3\u003e\u003cp\u003eAdding a wow moment doesn’t have to be pricey or time-consuming. It could be as simple as the waiter in a restaurant making small talks while escorting the guests to their table. This helps to build an emotional connection to the waiter and eventually to the business. They sure are going to come back to the same restaurant after that delightfully personalized experience. Studies say that people are willing to spend more for a better, personalized experience.\u003c/p\u003e\u003cp\u003eMake a list of all the fundamental customer interactions that are already present in your customer lifecycle. Identify where \u0026amp; how to add the wow moment in every step of the way.\u003c/p\u003e\u003ch3\u003eCreate a Series of Wow Moments\u003c/h3\u003e\u003cp\u003eA moment on its own wouldn’t look like much. But in the end, the overall experience with all those ‘wow’ moments intricated into it makes all the difference. This helps you to stand out from your competitors. Creating a unique experience help, you create happy, loyal customers. At Disney, every stage in the customer journey is utilized to add the wow moments. People have to shell out a lot of money, and yet when they leave, they say ‘ I just want to come back.’ That’s the power of adding wow moments to the customer experience.\u003cspan style=\"font-weight: 400;\"\u003e\u003cbr\u003e\n\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"135:{\"data\":null}\n"])</script><script>self.__next_f.push([1,"133:{\"title\":\"How Little Wows Add Up to a Big Sale\",\"oldThumbnailUrl\":\"https://surveysparrow.com/wp-content/uploads/2021/09/dennis-snow.png\",\"hostName\":\"Dennis Snow\",\"genreLink\":\"https://surveysparrow.com/sparrowcast#category-1\",\"duration\":\"9 mins\",\"googlePodcastLink\":\"https://podcasts.google.com/?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9kMTU2ZWIwL3BvZGNhc3QvcnNz\u0026episode=YTZhNjBiMTUtZDNlMS01ODgzLTBkYmEtYjYxNWQwMzM4NGI1\",\"soundCloudLink\":\"https://soundcloud.com/surveysparrow/how-little-wows-add-up-to-a-big-sale-sparrowcast-with-surveysparrow\",\"spotify\":\"https://open.spotify.com/episode/3pVnY2A5yk4v4crTqmuPx7\",\"applePodcastLink\":\"https://podcasts.apple.com/us/podcast/how-little-wows-add-up-to-big-sale-sparrowcast-dennis/id1475382367?i=1000448528066\",\"oldHostImageUrl\":\"https://site.surveysparrow.com/wp-content/uploads/2019/09/Dennis-Snow.jpg\",\"youtubeVideoId\":\"i6BqVbj8GqU\",\"slug\":\"dennis-snow\",\"takeaways\":\"$134\",\"hostDescription\":\"President, Snow \u0026amp; Associates\u003cbr\u003e\u003cbr\u003e\\nAs a customer service expert, Dennis Snow focuses on helping clients achieve \\\"walk-through-fire\\\" customer loyalty. 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If your marketing and sales strategies ended with posting content online, you are in for a rough year.\u003c/p\u003e\u003cp\u003eIt’s time to migrate your business into adapting customer marketing and customer advocacy.\u003c/p\u003e\u003ch4\u003eCustomer Marketing Vs Customer Advocacy\u003c/h4\u003e\u003cp\u003eCustomer marketing or customer-based marketing extends beyond just acquiring customers. It helps you identify the additional products or services that your customers would prefer and then market that. Customer marketing is all about retaining your existing customers.\u003cbr\u003e\nCustomer advocacy is all about doing what’s best for the customers. And when you do that you turn your customers into your superfans or better, customer advocates. It starts with your customers procuring a great experience and ends with free word-of-mouth marketing.\u003c/p\u003e\u003ch4\u003eA Brand Story or a Champion Story?\u003c/h4\u003e\u003cp\u003e“We have to think about the two different sides, once the sale happens and what happens after sales.”\u003cbr\u003e\nBefore the conversion point in the sales funnel, your every action is aimed to impress your potential leads and customers. It’s more about validating your logo, brand values, and more. You want them to subscribe, and you want them to give your company a try.\u003c/p\u003e\u003cp\u003eBut once you have successfully made a sale, then your voice changes. The customer success might come and ask you for a new slide deck or a competitive analysis. You would turn into providing a much more segmented marketing campaigns for expansion, cross-selling, and renewals. It’s all about moving them along in the customer maturity model.\u003cbr\u003e\n“It switches from the logo to what other customers are doing great, the champion story.”\u003c/p\u003e\u003ch4\u003eAutomate the Scale\u003c/h4\u003e\u003cp\u003eMeasuring how far your acquired customers are in the customer maturity model can be dreary. Automating the process by placing appropriate triggers, your customer success manager will get consolidated data in seconds. It saves time and effort. Each customer’s life cycle is different, and the engagement levels would be different. Identifying the momentum at major key points such as onboarding, helps you gain reviews, webinars, testimonials, and more. “Automating those trigger points, helps you automate the reach-outs and keep up the momentum.”\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"139:{\"data\":null}\n"])</script><script>self.__next_f.push([1,"137:{\"title\":\"Difference between Customer Marketing \u0026 Customer Advocacy\",\"oldThumbnailUrl\":\"https://surveysparrow.com/wp-content/uploads/2021/09/ari-hoffman.png\",\"hostName\":\"Ari Hoffman\",\"genreLink\":\"https://surveysparrow.com/sparrowcast#category-1\",\"duration\":\"9 mins\",\"googlePodcastLink\":\"https://podcasts.google.com/?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9kMTU2ZWIwL3BvZGNhc3QvcnNz\u0026episode=OTJkNmRlZTUtOWUyMi04YmYxLTIwNWQtMjZiMTE5ODE4NDU0\",\"soundCloudLink\":\"https://soundcloud.com/surveysparrow/difference-between-customer-marketing-and-advocacy-sparrowcast-with-ari-hoffman\",\"spotify\":\"https://open.spotify.com/episode/5Kj40oPIoiRDab1OzNWW1B\",\"applePodcastLink\":\"https://podcasts.apple.com/us/podcast/difference-between-customer-marketing-advocacy-sparrowcast/id1475382367?i=1000446573962\",\"oldHostImageUrl\":\"https://site.surveysparrow.com/wp-content/uploads/2021/06/Ari-hoffaman.jpg\",\"youtubeVideoId\":\"Pwba2B8a8ec\",\"slug\":\"ari-hoffman\",\"takeaways\":\"$138\",\"hostDescription\":\"Director of Customer Advocacy, Coveo\u003cbr\u003e\u003cbr\u003e\\nA Customer Success Fanatic, Ari Hoffman strives to bridge empathy and technology for customers. 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Ari Hoffman is considered a consummate professional and strategic asset who always has time to help his colleagues.\",\"Featured\":false,\"genre\":\"Customer Experience\",\"hostDesignation\":\"Director of Customer Advocacy, Coveo\",\"featuredOrder\":null,\"createdAt\":\"2023-07-13T11:01:39.487Z\",\"updatedAt\":\"2023-07-13T11:01:41.530Z\",\"publishedAt\":\"2019-09-05T06:51:00.000Z\",\"takeawaysV2\":null,\"hostDescriptionV2\":null,\"hostThumbnail\":\"$139\"}\n"])</script><script>self.__next_f.push([1,"136:{\"id\":18,\"attributes\":\"$137\"}\n13c:Ta01,"])</script><script>self.__next_f.push([1,"\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eA popular, but often misunderstood term when it comes to delivering great customer experience would be, ‘Customer Obsession.’\u0026nbsp;\u003c/span\u003e\u003cspan style=\"font-weight: 400;\"\u003eMany businesses and brands claim to be customer-obsessed but rarely are. 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The most valuable contributor for delivering great customer experience is the passion for being your customer’s superhero.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eThe unending passion to be your customer’s first choice shapes and imbibes an organizational culture that promotes the same.\u003c/span\u003e\u003c/p\u003e\u003ch4\u003eHelp Employees Identify their Passion\u003c/h4\u003e\u003cp\u003eIt is only when your employees are passionate at work; they can become ‘engaged employees.’ Studies reveal that around 80% of employees are not as engaged as you would want them to be. Identifying your employees’ passion and catering to the same will gain you engaging employees. And engaged employees are found to be more positive and productive at work. Happy employees would effortlessly align their goals with that of the company, that is customer-obsession.\u003c/p\u003e\u003ch4\u003eDiscover your Employees’ Passion\u003c/h4\u003e\u003cp\u003eIdentifying the goals and passion of your employees while you hire them would help you pick the right candidate. Rather than hiring an employee, and then pressuring them to change their career objectives, hire people whom you find to be streamlined with your brand’s goals. This will help save time, effort, and gain customer-obsessed employees.\u003c/p\u003e\u003ch4\u003eCater a Passion for Better CX\u003c/h4\u003e\u003cp\u003eIt would be impossible for your employees to stay engaged and customer-obsessed if your organizational culture turns product-centric. It is your responsibility to ensure that your business is ready to foster a customer-obsessed culture. It would mean that you might have to rethink many significant decisions or take potential risks that can impact your brand. But, it is also imperative to show your employees that you really believe in keeping the customer at the core of your business. This helps them to sustain their customer-friendly attitude too.\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"13d:{\"data\":null}\n"])</script><script>self.__next_f.push([1,"13b:{\"title\":\"Most Valuable Contributor for Delivering Great Customer Experience\",\"oldThumbnailUrl\":\"https://surveysparrow.com/wp-content/uploads/2021/09/rajat-chawla.png\",\"hostName\":\"Rajat Chawla\",\"genreLink\":\"https://surveysparrow.com/sparrowcast#category-1\",\"duration\":\"14 mins\",\"googlePodcastLink\":\"https://podcasts.google.com/?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9kMTU2ZWIwL3BvZGNhc3QvcnNz\u0026episode=MmY3OTllZDctYjUxYS1lODVmLTY3MjMtZmJmN2ZhMGI4NDM0\",\"soundCloudLink\":\"https://soundcloud.com/surveysparrow/the-most-valuable-contributor-for-delivering-a-great-cx-sparrowcast-with-rajat-chawla\",\"spotify\":\"https://open.spotify.com/episode/4wa4u36ykp0benkICF6Lpx\",\"applePodcastLink\":\"https://podcasts.apple.com/us/podcast/sparrowcast/id1475382367?ign-mpt=uo%3D4\",\"oldHostImageUrl\":\"https://site.surveysparrow.com/wp-content/uploads/2019/08/UNADJUSTEDNONRAW_thumb_b39.jpg\",\"youtubeVideoId\":\"xXT9ImJbga0\",\"slug\":\"rajat-chawla\",\"takeaways\":\"$13c\",\"hostDescription\":\"CEO, Koyopo\u003cbr\u003e\u003cbr\u003e\\nAs Asia’s 1st Certified Customer Experience Professional, Rajat Chawla is considered to be one of the finest mentors in the industry. 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The prospects to call, the emails to be sent, the follow-ups to be made, and more.\u003c/p\u003e\u003ch4\u003eBlock your schedule\u003c/h4\u003e\u003cp\u003eBlocking your schedule or calendar again helps to have clarity. You can better plan your day to make it as productive as it can be. Allot one hour for prospecting, one hour to send emails, one hour to follow up, and so on. Stick to your calendar.\u003c/p\u003e\u003ch4\u003eUse your sales technology\u003c/h4\u003e\u003cp\u003eEmbracing technology and automation can boost productivity drastically. Identify ways to use CRM tools to achieve your purpose. “A CRM system is a salesperson’s best friend.” Using sales technology the right way can help you ramp up the entire sales process. Make it tell you things such as the best approaches or promising prospects.\u003c/p\u003e\u003ch4\u003eTake ownership to improve sales tech stack\u003c/h4\u003e\u003cp\u003eA salesperson who demands and gets things done wins. It’s as simple as that. How do you start taking ownership of your sales tech stack? It begins with you saying, “This is exactly how I want the prospects to be; this is exactly how I want my CRM to be associated with.” Start asking the people who support you, be it a Net Promoter Score software or survey software, and you will see how powerful your sales tech stack becomes.\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"141:{\"data\":null}\n"])</script><script>self.__next_f.push([1,"13f:{\"title\":\"Five Strategies to Drive Sales Productivity\",\"oldThumbnailUrl\":\"https://surveysparrow.com/wp-content/uploads/2021/09/shannon-j-gregg.png\",\"hostName\":\"Shannon J. 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Hence, many choose not to invest in strategies despite all the proofs and tools available.\u003c/p\u003e\u003cp\u003eBusinesses often nourish and invest in growing a customer base rather than cultivating a pleasant work culture. It is not as hard as it seems to attract new customers and retain the existing ones. Listen to our webinar with Gordon Tredgold and learn all the reasons why your business is failing to scale up the customer base.\u003c/p\u003e\u003cp\u003eIf you have, read ahead. Know exactly how to create a high-performing culture and be strong within!\u003c/p\u003e\u003ch4\u003eA High-Performing Culture\u003c/h4\u003e\u003cp\u003e“Culture is what guides people when there is nobody to lead them.”\u003cbr\u003e\nAnd this is why having a high-performing culture is of utmost significance. It ensures that your employees are motivated enough, passionate enough, and loyal enough to work even when you are not there to supervise them. A high-performing culture happens when your employees are completely engaged and present quality work on their own.\u003c/p\u003e\u003ch4\u003eSteps to Nurture a High-Performing Culture\u003c/h4\u003e\u003ch4\u003eSay it\u003c/h4\u003e\u003cp\u003e“Create a culture that is very simple and easy to understand.”\u003cbr\u003e\nYour culture should be easily explainable. It shouldn’t be a 20-page long document that goes on and on about the do’s and don’ts. A culture as simple as ‘We care’ can work magic for you. “‘We care about our customers, about the quality of our work and the members of our team.” It is plain and straightforward for everyone to understand what success looks like, and your employees can align themselves with your business’s goals.\u003c/p\u003e\u003ch4\u003eLive it\u003c/h4\u003e\u003cp\u003e“People don’t just listen to what you say, but see what you do.”\u003cbr\u003e\nAfter you have defined and shared what your culture is, it’s time to live by it. Show that you care about your team, your customers, and the quality of work done, to create a culture that you want.\u003cbr\u003e\n“If you don’t live by the culture that you want to create, it will never happen.”\u003c/p\u003e\u003ch4\u003eReinforce it\u003c/h4\u003e\u003cp\u003e“Every time somebody does something that shows that they care, give positive feedback.”\u003cbr\u003e\nThe only way to reinforce the culture that you have now defined, shared, and created is by ‘Recognition.’ Celebrate your values through actions and be sure to give rewards whenever they do something going out of their way. 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While we all agree perfection is not reality, shooting for it is a pretty decent goal to have.\u003c/p\u003e\u003cp\u003eCustomer Satisfaction surveys are the most straightforward method to gauge customer sentiments. And, here you will be asking your customers to rate their customer experience on a Likert scale of 1 – 3, 1 – 5, or 1 – 10.\u003c/p\u003e\u003ch4\u003eThe Secret Behind\u0026nbsp;the Perfect Customer Satisfaction Score\u003c/h4\u003e\u003cp\u003eOn a scale of 1-5, most definitely you should be trying to get a 5.\u003cbr\u003e\nBut “You don’t have to be the perfect, blow-me-away service I ever had in my life, to get a 5”. Brace yourself, for here comes the secret- “You just have to be better than average always”.\u003c/p\u003e\u003cp\u003eNow that sounds easy, yet why do you think so many companies are falling behind, unable to achieve the perfect score? 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After all, surveys mark the end of any customer interaction with your business, make sure that it is worth remembering!\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"149:{\"data\":null}\n"])</script><script>self.__next_f.push([1,"147:{\"title\":\"How to Earn a Perfect Satisfaction Score\",\"oldThumbnailUrl\":\"https://surveysparrow.com/wp-content/uploads/2021/09/shep-hyken.png\",\"hostName\":\"Shep Hyken\",\"genreLink\":\"https://surveysparrow.com/sparrowcast#category-1\",\"duration\":\"9 mins\",\"googlePodcastLink\":\"https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9kMTU2ZWIwL3BvZGNhc3QvcnNz/episode/N2JmZDhhOWMtMmJlZi04NjYyLTRjMjAtN2RhNGJjOTBlZTQ3?sa=X\u0026ved=0CAUQkfYCahcKEwiYlc7y1ozxAhUAAAAAHQAAAAAQAQ\",\"soundCloudLink\":\"https://soundcloud.com/surveysparrow/how-to-earn-a-perfect-satisfaction-score-sparrowcast-by-surveysparrow\",\"spotify\":\"https://open.spotify.com/episode/4fnajN88aezonoEi0LQk9F\",\"applePodcastLink\":\"https://podcasts.apple.com/us/podcast/how-to-earn-perfect-satisfaction-score-sparrowcast/id1475382367?i=1000446064761\",\"oldHostImageUrl\":\"https://site.surveysparrow.com/wp-content/uploads/2019/07/Shep-Hyken.jpg\",\"youtubeVideoId\":\"fXPsfgM1u44\",\"slug\":\"shep-hyken\",\"takeaways\":\"$148\",\"hostDescription\":\"Founder at Shepard Presentations\u003cbr\u003e\u003cbr\u003e\\nAn international leading authority on customer service, customer experience, and loyalty in business, Shep Hyken is one of the most well-respected leaders in the customer service world. 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