Trending Sources

When Customers Make You Smarter

Steve Blank

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.

Start With Customer Experience

Feld Thoughts

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.&#

Customer Development in a Diagram

Steve Blank

Filed under: Customer Development. Customer DevelopmentThanks to: Alexis Finch, Sketchnotes / UX Research Consultant @agentfin.

Customers and Causality

Grasshopper Herder

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.

Improve Customer Retention With 5 Useful Tips

YFS Magazine

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

Smart Startups Don’t Try To Satisfy Every Customer

Startup Professionals Musings

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.

4 Chasms And 5 Customer Types That Kill Entrepreneurs

Startup Professionals Musings

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.

6 Ways To Drive Success Through Customer Experience

Startup Professionals Musings

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.

6 Customer Success Secrets

Guy Nirpaz

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.

Transform Negative Customer Feedback Into Positive Results

YFS Magazine

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

CEOs Who Are Pleasers Should Spend More Time With Customers

Feld Thoughts

As I was rolling this around in my early morning brain, the thought occurred to me that if you are a CEO and a people pleaser, you should spend more time with your customers. There are a plenty of CEOs who spend a lot of time with customers, but I’ve never met a CEO who spent too much time with her customers. Early stage CEOs often do this effectively but as the company grows, the time spent with customers as a percentage of overall time goes down.

4 New Customer Loyalty Rules Drive Business Success

Startup Professionals Musings

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.

3 Keys To Winning New Customers

YoungUpstarts

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.

Killing Your Startup By Listening to Customers

Steve Blank

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.”

7 Rules for Providing Exceptional Customer Service

Startup Professionals Musings

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.

No Business Plan Survives First Contact With Customers. 2 Minutes to See Why

Steve Blank

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

Nail the Customer Development Manifesto to the Wall

Steve Blank

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.

5 Techniques Every Startup Can Use to Retain Customers

Up and Running

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.

At it’s core, is customer success about customer-value or customer-love?

Guy Nirpaz

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.

6 Ways To Create Experiences That Customers Crave

Startup Professionals Musings

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.

How Should You Handle Unhappy Customers?

Up and Running

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.

How to Be Smarter than Your Investors – Continuous Customer Discovery

Steve Blank

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.

7 Tips To Deal With Difficult Customers

YFS Magazine

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

9 Ways to Thank Your Favorite Customers

Up and Running

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.

3 Considerations that may improve customer experience

Taffy Williams

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.

How To Create Customer Personas With Actual, Real Life Data

ConversionXL

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.

9 Transaction Models Shape Your Customer Experience

Startup Professionals Musings

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.

Customer Success – Beyond SaaS

Guy Nirpaz

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.

5 Ways (Not) To React To Online Customer Reviews

YFS Magazine

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

The Remarkable Cost Of Poor Customer Support On Your Bottom Line

Brandanew

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.

12 Google Analytics Custom Reports to Help You Grow Faster

ConversionXL

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.

Relate Your Technology Solution to Customer Values

Startup Professionals Musings

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.

7 Ways to Keep Your Customers Begging for More

Startup Professionals Musings

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.

8 Keys To Creating A Memorable Customer Experience

Startup Professionals Musings

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.

Tips To Win Customers Over (And Keep Them From Leaving)

YFS Magazine

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

Manage Customer Success to Reduce Churn

For Entrepreneurs

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

8 Ways to Create Real Customer Loyalty

Up and Running

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.

6 Steps To Refocus Your Business On Customer Delight

Startup Professionals Musings

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.

7 Ways Smart Startups Tune In To Customer Feedback

Startup Professionals Musings

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.

7 Easy and Effective Customer Segments to Target in Facebook Ads

ConversionXL

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.