Author: Brooke Bors

What should consumer technology companies learn from traditional loyalty?

Consumer technology companies focus on building great products as their primary loyalty strategy, relying on an “if you build it, they will come” mentality. But for many companies, this... ...Read more

Engineered experience: Loyalty for technology consumer goods

Traditional loyalty programs feature points, rewards, and member benefits to promote repeat purchases. But programs like these present a challenge for technology consumer goods with companies who sell devices... ...Read more

5 ways for SaaS companies to drive end-user adoption

Cloud-based tools are the future of business. Gartner projects that in 2020 companies will spend $155.7 billion on SaaS and PaaS capabilities, and the number will grow to $209.1... ...Read more

A customer success maturity model

Years ago, I sat in a conference room on the campus of a global technology company. The distance from one end of the room to the other was so... ...Read more

Webinar recap: Winning with experience-focused customer success

Technology vendors have an incredibly strong incentive to ensure their customers achieve desired outcomes when using their products and services. Customer lifetime value, retention, net-promoter, and cross-sell/upsell are all... ...Read more