One of the most critical activities within a business is to define, without hesitation, the process used to win new customers. Without new customers, any business is doomed to a slow death as their current customers fade away for any number of reasons. MORE
Not so long ago, every business assumed that the keys to success were the highest quality product, the best value for the buck, and the best customer service. Now all we hear about is providing the best “customer experience.” Remember, customers are the reason you do what you do. MORE
How can you, as an online business, ensure a great experience for your customers? Loading speed is one of the first interaction you have with customers; it determines whether they will stay to explore or move on to another website. Make it easy for your customers to find what they want. MORE
Customer service has traditionally been a support function to respond to customer initiated requests, meaning someone waits for the phone to ring or for a website support request form. Staff all customer interactions with experienced people. MORE
The most actionable, useful data is concealed and it can only be revealed through custom reports and segmentation. How to Use Custom Reports. Many Google Analytics custom reports are configured incorrectly. Flat Table: This is one of the most common custom report types. MORE
In the 2nd annual customer success summit last month in San Francisco, I’ve introduced the Customer Success Manifesto. The Customer Success Manifesto should be viewed as 6 rules for great customer success. MORE
The art of entrepreneurship and the science of Customer Development is not just getting out of the building and listening to prospective customers. He got my attention when he said, “following your customer development stuff is making my company fail.” MORE
Having the best solution is a good start these days, but a solution alone is no longer enough to keep customer attention and loyalty. Your competition is global, so today’s customers are demanding world-class service. Tie customer experience to all compensation and recognition. MORE
When was the last time you took a long hard look at what makes your customer base tick? Think customer personas – those detailed representations of the different segments of your target audience. The Case For Building Customer Personas Out Of Data-Driven Research. MORE
Very many new and established businesses set up marketing, but rarely pay attention to customer support- in the way that it deserves. Poor customer support seems to be an epidemic, despite our progress in other areas. The Remarkable Cost Of Poor Customer Support On Your Bottom Line. MORE
Teams that build continuous customer discovery into their DNA will become smarter than their investors, and build more successful companies. So we’ve learned to live with our customers. Build continuous customer discovery into your company DNA. MORE
For decades, efforts to satisfy customers have been built around demographics – capitalizing on race, ethnicity, gender, income, and other attributes. Customer personalities define customer experience, and sets what they love, and what they hate. MORE
Every customer you retain generates profit for your bottom line. Every sale you make to an existing customer comes at a much cheaper investment, when compared with acquiring new customers. Customer Service Grow customer experience customer loyalty customer satisfaction marketin MORE
In business, this means an entrepreneur who never says no to any customer is doomed to a hard life and some expensive mistakes. That’s not a happy situation for real customers or the business. Everyone who expresses interest is not necessarily a customer. MORE
I’ve spent some time yesterday at a customer success bootcamp with one of my favorite customers. The leaders have decided to spend two full days with the team in order to build alignment within the team with regards to customer success. MORE
It’s that time again—when we thank our customers for their business this past year and encourage them to stick with us throughout the next. Nine entrepreneurs from YEC share their simple but effective ways to show appreciation for their best customers. MORE
For too many small businesses, customer service is still seen as a “burden.” The report also indicates that customer problem experiences continue to increase, up four percent to 54 percent since the last study. Generate trust and respect for repeat business and customer advocacy. MORE
If you can’t see the video click here Filed under: Business Model versus Business Plan , Customer Development. Business Model versus Business Plan Customer Development MORE
With the advent of the Internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have changed. Company finds customers based on interests. Technology must improve the customer experience. MORE
Most businesses spend big money testing their brand logo, catchy marketing phrases, and demographics, but spend little time training and validating that their employees can and do deliver memorable experiences to their customers. Keep your team happy to create engaged customers. MORE
Customer Success is relatively a new term. We can clearly see from the Google Trends chart above that the customer success management community has started to trend up around mid-2014. I’m happy to report that we’re seeing Customer Success in new markets every day now. MORE
We talk a lot about Customer Development, but there’s nothing like seeing it in action to understand its power. But the big payoff came when their discussions with medical device customers revealed an entirely new way to think about pricing —potentially tripling their revenue. MORE
Loyal customers will frequent your business time and time again. No matter the size of the business, customer loyalty is incredibly important. Repeat customers spend up to 67 percent more than new customers. Set up ways to communicate with your customers. MORE
In my role as a business advisor, I often see well-meaning entrepreneurs try to be everything to everyone, which results in many things done poorly, and few totally delighted customers. Aggregators delight customers by offering a vast array of products or services under the same experience. MORE
Young entrepreneurs often are so excited by new technology or their latest invention that they forget to translate it into a value proposition that their customers or potential investors can understand. Customer data integrity and security. MORE
The health of a SaaS business is directly tied to its ability to retain its customers and prevent churn. To do this, they have to ensure that their customers are happy. This blog post discusses how to measure customer happiness, and […]. Building for Success Customer Success SaaS Startup Help churn SaaS churn SaaS customer engagement SaaS customer retention SaaS renewals SaaS retention MORE
However, when it comes to customer complaints, this is often one time you should try to set things right. Not only that, but a customer complaint can be an excellent way to make your product or service better next time. Start a dialogue with the customer. MORE
Knowing how to engage with customers and handle reviews properly is key to your company's success. Customer Service Grow customer experience customer reviews negative reviews online reputation reputation management MORE
Recent interactions with three different service providers provide are a few examples of businesses not working in the best interest of their customers. Good service and agile thinking involves more than limited customer surveys, designing new offerings, or project development. MORE
Often, there are simple customer segments (that you already have access to) that you can target with Facebook Ads very effectively. Why Facebook Custom Audiences Is The First Step. However, for the most efficient results, I recommend starting with Custom Audiences. MORE
Filed under: Customer Development. Customer DevelopmentThanks to: Alexis Finch, Sketchnotes / UX Research Consultant @agentfin. MORE
When looking for product/market fit, we start with the customer. Everything starts and ends with the customer. Customer Development Lean Startups Product/Market Fit customer segmentation product/market fit That''s the "market" part of product/market fit. MORE
Customer feedback provides you with the data you need to win back customers, increase lifetime value and improve your product or service. Customer Service Grow customer experience customer feedback marketing negative reviews online reputation online reviews MORE
Here's an inside look at sound strategies every small business can use to retain more customers. Customer Service Grow customer experience customer loyalty customer retention MORE
Entrepreneurs and business executives seem to be even more focused on their technology than the rest of us, and less inclined to listen to the voice of the customer, even if they remember to ask. I doubt if any of these are really listening to their customers. MORE
I was reminded of the importance of starting with the customer experience while I was watching this brilliant video from WWDC 1997 of Steve Jobs. The punch line happens early when he says “you’ve got to start with the customer experience and work backwards for the technology.&# MORE
Here are 7 suggestions on how you can successfully handle those customers that are very hard to please. Customer Service Grow customer experience customer satisfaction reputation management MORE
“ The idea that a business needs to treat its customers well and understand their tastes and habits is so obvious it seems hardly worth stating. To accomplish this, you sell a product or service to your customers and hopefully earn a profit on each transaction. Be a customer. MORE
As part of a startup business, you’ll know that there is no greater desire to win your first customer or your tenth customer. You’ll do whatever it takes to call a customer your own. It’s a neat analogy: Like customers, pets get stolen, escape, or get lost. MORE
All the hard work in development and marketing can go down the drain if you do not keep your customers in good humor whenever they require any help. You almost need 24/7 availability to ensure that the customers are always taken care of. Why Social Media For Customer Service is a Win. MORE
Many startups and mature businesses have not yet accepted the fact that customer satisfaction and loyalty in this “always connected” age are about more than product and service quality. They are all about how customers broadcast their pleasure or unhappiness to others. MORE
When Bob Dorf and I wrote the Startup Owners Manual we listed a series of Customer Development principles. Pair Customer Development with Agile Development. No Business Plan Survives First Contact with Customers. Filed under: Customer Development , Customer Development Manifesto. MORE
In fact, it’s all about the “focus” required to get early stage technology products across the deadly chasm from early adopters to mainstream customers. Missions and products that are too broad confuse your team, your customers, and potential investors. Customer support chasm. MORE
Customer Related Topics 
Startup Professionals Musings
MAY 28, 2017
With the advent of the Internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have changed. Company finds customers based on interests. Technology must improve the customer experience.
Steve Blank
DECEMBER 2, 2013
We talk a lot about Customer Development, but there’s nothing like seeing it in action to understand its power. But the big payoff came when their discussions with medical device customers revealed an entirely new way to think about pricing —potentially tripling their revenue.
Steve Blank
DECEMBER 12, 2012
Filed under: Customer Development. Customer DevelopmentThanks to: Alexis Finch, Sketchnotes / UX Research Consultant @agentfin.
Grasshopper Herder
APRIL 29, 2014
When looking for product/market fit, we start with the customer. Everything starts and ends with the customer. Customer Development Lean Startups Product/Market Fit customer segmentation product/market fit That''s the "market" part of product/market fit.
YFS Magazine
MARCH 24, 2016
Here's an inside look at sound strategies every small business can use to retain more customers. Customer Service Grow customer experience customer loyalty customer retention
Startup Professionals Musings
JULY 12, 2014
Entrepreneurs and business executives seem to be even more focused on their technology than the rest of us, and less inclined to listen to the voice of the customer, even if they remember to ask. I doubt if any of these are really listening to their customers.
Startup Professionals Musings
JANUARY 2, 2016
In business, this means an entrepreneur who never says no to any customer is doomed to a hard life and some expensive mistakes. That’s not a happy situation for real customers or the business. Everyone who expresses interest is not necessarily a customer.
Startup Professionals Musings
APRIL 26, 2015
Not so long ago, every business assumed that the keys to success were the highest quality product, the best value for the buck, and the best customer service. Now all we hear about is providing the best “customer experience.” Remember, customers are the reason you do what you do.
Guy Nirpaz
APRIL 13, 2014
In the 2nd annual customer success summit last month in San Francisco, I’ve introduced the Customer Success Manifesto. The Customer Success Manifesto should be viewed as 6 rules for great customer success.
YoungUpstarts
JUNE 4, 2017
How can you, as an online business, ensure a great experience for your customers? Loading speed is one of the first interaction you have with customers; it determines whether they will stay to explore or move on to another website. Make it easy for your customers to find what they want.
Startup Professionals Musings
FEBRUARY 8, 2015
Many startups and mature businesses have not yet accepted the fact that customer satisfaction and loyalty in this “always connected” age are about more than product and service quality. They are all about how customers broadcast their pleasure or unhappiness to others.
Steve Blank
FEBRUARY 27, 2012
The art of entrepreneurship and the science of Customer Development is not just getting out of the building and listening to prospective customers. He got my attention when he said, “following your customer development stuff is making my company fail.”
Startup Professionals Musings
APRIL 23, 2017
In fact, it’s all about the “focus” required to get early stage technology products across the deadly chasm from early adopters to mainstream customers. Missions and products that are too broad confuse your team, your customers, and potential investors. Customer support chasm.
Steve Blank
MARCH 29, 2012
When Bob Dorf and I wrote the Startup Owners Manual we listed a series of Customer Development principles. Pair Customer Development with Agile Development. No Business Plan Survives First Contact with Customers. Filed under: Customer Development , Customer Development Manifesto.
Steve Blank
OCTOBER 14, 2014
If you can’t see the video click here Filed under: Business Model versus Business Plan , Customer Development. Business Model versus Business Plan Customer Development
YoungUpstarts
APRIL 3, 2017
One of the most critical activities within a business is to define, without hesitation, the process used to win new customers. Without new customers, any business is doomed to a slow death as their current customers fade away for any number of reasons.
Guy Nirpaz
MAY 12, 2016
I’ve spent some time yesterday at a customer success bootcamp with one of my favorite customers. The leaders have decided to spend two full days with the team in order to build alignment within the team with regards to customer success.
Up and Running
SEPTEMBER 7, 2016
As part of a startup business, you’ll know that there is no greater desire to win your first customer or your tenth customer. You’ll do whatever it takes to call a customer your own. It’s a neat analogy: Like customers, pets get stolen, escape, or get lost.
Steve Blank
FEBRUARY 19, 2014
Teams that build continuous customer discovery into their DNA will become smarter than their investors, and build more successful companies. So we’ve learned to live with our customers. Build continuous customer discovery into your company DNA.
YFS Magazine
APRIL 21, 2017
Customer feedback provides you with the data you need to win back customers, increase lifetime value and improve your product or service. Customer Service Grow customer experience customer feedback marketing negative reviews online reputation online reviews
Up and Running
OCTOBER 22, 2015
However, when it comes to customer complaints, this is often one time you should try to set things right. Not only that, but a customer complaint can be an excellent way to make your product or service better next time. Start a dialogue with the customer.
Startup Professionals Musings
JANUARY 27, 2017
Customer service has traditionally been a support function to respond to customer initiated requests, meaning someone waits for the phone to ring or for a website support request form. Staff all customer interactions with experienced people.
Startup Professionals Musings
OCTOBER 22, 2016
For decades, efforts to satisfy customers have been built around demographics – capitalizing on race, ethnicity, gender, income, and other attributes. Customer personalities define customer experience, and sets what they love, and what they hate.
YFS Magazine
JULY 31, 2015
Here are 7 suggestions on how you can successfully handle those customers that are very hard to please. Customer Service Grow customer experience customer satisfaction reputation management
Up and Running
JANUARY 13, 2015
It’s that time again—when we thank our customers for their business this past year and encourage them to stick with us throughout the next. Nine entrepreneurs from YEC share their simple but effective ways to show appreciation for their best customers.
Taffy Williams
NOVEMBER 15, 2015
Recent interactions with three different service providers provide are a few examples of businesses not working in the best interest of their customers. Good service and agile thinking involves more than limited customer surveys, designing new offerings, or project development.
ConversionXL
JULY 3, 2014
When was the last time you took a long hard look at what makes your customer base tick? Think customer personas – those detailed representations of the different segments of your target audience. The Case For Building Customer Personas Out Of Data-Driven Research.
Guy Nirpaz
MAY 3, 2016
Customer Success is relatively a new term. We can clearly see from the Google Trends chart above that the customer success management community has started to trend up around mid-2014. I’m happy to report that we’re seeing Customer Success in new markets every day now.
YFS Magazine
SEPTEMBER 5, 2016
Knowing how to engage with customers and handle reviews properly is key to your company's success. Customer Service Grow customer experience customer reviews negative reviews online reputation reputation management
Brandanew
APRIL 8, 2016
Very many new and established businesses set up marketing, but rarely pay attention to customer support- in the way that it deserves. Poor customer support seems to be an epidemic, despite our progress in other areas. The Remarkable Cost Of Poor Customer Support On Your Bottom Line.
ConversionXL
MARCH 3, 2016
The most actionable, useful data is concealed and it can only be revealed through custom reports and segmentation. How to Use Custom Reports. Many Google Analytics custom reports are configured incorrectly. Flat Table: This is one of the most common custom report types.
ConversionXL
MAY 3, 2017
Often, there are simple customer segments (that you already have access to) that you can target with Facebook Ads very effectively. Why Facebook Custom Audiences Is The First Step. However, for the most efficient results, I recommend starting with Custom Audiences.
Startup Professionals Musings
DECEMBER 2, 2016
In my role as a business advisor, I often see well-meaning entrepreneurs try to be everything to everyone, which results in many things done poorly, and few totally delighted customers. Aggregators delight customers by offering a vast array of products or services under the same experience.
Startup Professionals Musings
AUGUST 30, 2014
Young entrepreneurs often are so excited by new technology or their latest invention that they forget to translate it into a value proposition that their customers or potential investors can understand. Customer data integrity and security.
For Entrepreneurs
NOVEMBER 5, 2013
The health of a SaaS business is directly tied to its ability to retain its customers and prevent churn. To do this, they have to ensure that their customers are happy. This blog post discusses how to measure customer happiness, and […]. Building for Success Customer Success SaaS Startup Help churn SaaS churn SaaS customer engagement SaaS customer retention SaaS renewals SaaS retention
Startup Professionals Musings
JUNE 17, 2016
For too many small businesses, customer service is still seen as a “burden.” The report also indicates that customer problem experiences continue to increase, up four percent to 54 percent since the last study. Generate trust and respect for repeat business and customer advocacy.
YFS Magazine
OCTOBER 17, 2015
Every customer you retain generates profit for your bottom line. Every sale you make to an existing customer comes at a much cheaper investment, when compared with acquiring new customers. Customer Service Grow customer experience customer loyalty customer satisfaction marketin
Up and Running
OCTOBER 30, 2014
Loyal customers will frequent your business time and time again. No matter the size of the business, customer loyalty is incredibly important. Repeat customers spend up to 67 percent more than new customers. Set up ways to communicate with your customers.
Startup Professionals Musings
DECEMBER 29, 2014
Most businesses spend big money testing their brand logo, catchy marketing phrases, and demographics, but spend little time training and validating that their employees can and do deliver memorable experiences to their customers. Keep your team happy to create engaged customers.
Startup Professionals Musings
FEBRUARY 12, 2016
Having the best solution is a good start these days, but a solution alone is no longer enough to keep customer attention and loyalty. Your competition is global, so today’s customers are demanding world-class service. Tie customer experience to all compensation and recognition.
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