Self-service support is the preferred customer service channel. Companies already have the content, but the way they deliver it needs to put the customer first. Recently I was interviewed by Eric Siu (@ericosiu), CEO at Single Grain. We discussed the positive disruption that MindTouch is experiencing by helping our clients automate customer service. Eric quickly understood how MindTouch is addressing the age-old-problem of scaling customer support operations with an elegant … [Read more...] about Scale Elegantly with Customer Service Automation
The most successful companies are those that have built and scaled customer focus. These companies become category killers that consume entire markets because they deeply understand their customers and continuously adapt to the ever-evolving wants and needs of their clients. What does Customer Focus mean to the most successful companies? Traditionally, businesses organize departments with an inside-out focus. It's the squeaky wheel problem, which happens when management becomes distracted by … [Read more...] about Winning Strategies from the Customer Focus Effect
Companies that understand their customers best, even at scale, will win market share and disrupt their competitors. Know thy customer! The importance of customer understanding has never been more obvious than it is today. Companies like Amazon, Facebook, Apple, Tesla, and Google have woven customer understanding into the very fabric of their products. These companies have an advantage over their competitors because they can continuously hone their features and services based on a deep … [Read more...] about Spin Cycles and Curveballs – Customer Engagement Creates Winning Businesses
The customer support field has undergone a renaissance during the last five years. A flood of technological innovation has improved support experiences to bolster renewal rates and customer loyalty. As such, there’s been a perfect storm of market forces driving growth in self-service support. Five primary trends are turning customer self-service into a multi-billion dollar market opportunity. 1. Human Preference The most striking evidence of the self-service trend is consumer preferences. … [Read more...] about Five Trends Accelerating Customer Self-Service Demand
A MindToucher shared with me this brilliant presentation by Alex van Dijk of Dell/EMC. Alex presents a bounty of useful information and data about the impact of customer effort on customer loyalty. Spoiler alert, there's a strong correlation. Indeed, multiple independent research firms have research that states customer effort has the single largest impact on customer loyalty. Furthermore, customer self-service is consistently the highest ranked driver in lowering customer effort. Alex will tell … [Read more...] about The Impact of Customer Effort on Customer Loyalty [12+ Actionable Tips]
At MindTouch, we’ve focused on two pillars that gird the growth of our business. Deliver a product that our customers value and love so much that they recommend it to others. Maintain a culture that attracts smart, good people who want to work hard doing great things. It’s difficult to measure culture, but measuring the value created by our product is much easier. We measure it with our 94% customer renewal rates, our 73 Net Promoter Score, customer referrals, and from … [Read more...] about The Best Software of 2017 for Customer Service Teams
This February, over 10,000 people will attend the SaaStr Annual 2017 in San Francisco. It’s the largest gathering of the global Software-as-a-Service (SaaS) business community on the planet. The present and future leaders in SaaS will be there. MindTouch will be attending as well, and we’re excited to share that this year we’re giving away SaaStr tickets. Usually these cost $1,399 each. This year, we are giving some away! If you’re in the software industry, have an interest in the … [Read more...] about Win FREE Tickets to SaaStr Annual 2017!
At this point, claiming that smartphones have revolutionized the company-customer relationship is old news (by about six iPhone generations). Still, many companies continue to miss out on the true value of the micro-moments made possible by the ever-present screens in our pockets. While these companies may have a mobile strategy, these strategies are often merely empty containers. Without the right microcontent to support micro-moments, companies can’t serve customers what they need to excel as … [Read more...] about To Win Big, Think Small: Micro-moments and Microcontent
We won a huge honor this week in Munich, Germany. While attending the SAP Hybris Summit MindTouch won the coveted Software Partner of the Year (2015) award from SAP. This is a merit based award that is granted based on revenue generated. In the past we've won awards for our technology, support and for our culture. However, to receive an award like this from one of the largest software companies on the planet is...well, damn exciting. I was personally humbled and honored to have been present … [Read more...] about MindTouch Wins Software Partner of the Year 2015 from SAP Hybris
Today we’re announcing that MindTouch took our first outside investment in the form of a $12 Million Series A. The Series A was lead by PeakSpan Capital, with additional investment from SAP SE, SK Ventures and a number of prominent individuals. The investment was sought after by multiple firms; in fact, it was oversubscribed, which was validating for us. Moreover, in 2015 we turned down offers from several companies seeking to acquire MindTouch. While the interest to acquire MindTouch was … [Read more...] about Happy 2016! We’re Not Selling the Company!