cover of episode #30 What Are The Biggest CX Mistakes and How To Avoid Them

#30 What Are The Biggest CX Mistakes and How To Avoid Them

2024/5/15
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Anita Toth
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Lauren Wood
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Anita Toth: 本期节目讨论了B2B SaaS行业中客户流失和客户成功的问题。Anita Toth分享了她对企业在避免客户流失方面常见错误的看法，强调从一开始就对产品进行真实描述的重要性，以及挖掘隐藏收入机会对提高客户终身价值的意义。她还指出了NPS作为衡量客户满意度指标的局限性，并建议使用其他方法，例如客户访谈和获得的增长率。她认为，将思维模式从客户获取转向售后至关重要，并强调了信任客户直觉和倾听客户反馈的重要性。 她详细阐述了将客户关系比作恋爱关系的观点，指出销售前和销售后的阶段差异，以及忽视销售后阶段容易导致客户流失。她建议企业应该从一开始就对产品进行诚实的描述，建立信任，避免客户后期产生意外和不满。她还强调了客户访谈的重要性，认为通过标准化的客户访谈，可以了解客户的想法和感受，特别是优秀客户和流失客户之间的差异，从而发现隐藏的收入机会。 此外，她还讨论了NPS的局限性，并建议使用更具体的指标，例如获得的增长率，该指标更注重客户推荐，因为推荐客户是免费的客户。她分享了她如何追踪和培养顶级推荐客户，并通过个性化奖励来表达对推荐客户的感激之情，以提高客户忠诚度和带来额外收入。她还建议使用多种方法收集客户反馈，例如会议、调查问问卷和客户旅程中的特定问题，以更全面地了解客户满意度。 最后，她分享了她最近一次对某个品牌的印象深刻的体验，以及她对客户体验领导者的建议：相信自己的直觉，并为自己的信念而奋斗。 Lauren Wood: Lauren Wood作为主持人，引导Anita Toth分享了关于客户流失、客户成功以及客户体验的宝贵见解。她与Anita Toth就客户流失的原因、避免客户流失的策略、衡量客户满意度的有效方法以及如何转变企业思维模式等方面进行了深入探讨。她积极参与讨论，并提出了许多具有启发性的问题，促进了对这些重要主题的更全面理解。Lauren Wood还分享了她自己作为客户成功领导者的经验，并与Anita Toth就客户访谈、NPS的局限性以及利用AI进行情感分析等方面进行了交流。

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On this episode, Anita Toth, the Chief Hidden Revenue Hunter at ATI, discusses churn and customer success in the B2B SaaS industry. She shares insights on common mistakes businesses make when trying to avoid churn and emphasizes the importance of building an authentic view of the product from the beginning. Anita also highlights the cost of not focusing on churn and the need to uncover hidden revenue opportunities. She discusses the limitations of NPS as a metric for measuring customer satisfaction and suggests alternative approaches.

Tune in to learn:

  • Why building an authentic view of the product from the beginning helps avoid customer surprises and reduces churn.
  • How uncovering hidden revenue opportunities is crucial for increasing customer lifetime value.
  • The reason NPS has limitations as a metric for measuring customer satisfaction and alternative approaches should be considered.
  • Why shifting the mindset from acquisition to post-sale is essential for long-term business success.
  • Why trusting intuition and listening to customer insights are key for customer experience leaders.

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