When Should You Pop The Big Customer Loyalty Question?

Net Promoter can be an invaluable tool, but is asking ‘The Ultimate Question’ really the be-all, end-all of assessing customer satisfaction? CustomerSure Communications Manager Doug Ackerman offers a few additional questions that can make popping the big one even more effective.

Net Promoter: When to Pop the Big Customer Loyalty Question | OpenView Labs

Would you ask “How much do you love me?” on a first date? Probably not. Similarly, asking your customers “The Ultimate Question” too early in the sales process will provoke a similar reaction.

Net Promoter is a popular customer loyalty measurement based on results of one simple question: “How likely is it that you would recommend our company to a friend or colleague?” Used correctly, it’s an incredibly effective way to collect insightful feedback from customers experienced in dealing with your company, and track your company’s customer satisfaction levels. This is in part why it’s often described as “The Ultimate Question” in customer feedback. Unfortunately, that can also be misunderstood to mean “The Only Question” you should ask your customers — and that causes problems.


5 Practical Content Marketing Tactics Your Team Should Live By

Spinning your wheels with content marketing? Bullhorn Senior Director of Marketing Doug Ellinger shares five practical tactics to get you on track.

5 Practical Content Marketing Tactics to Get You On Track | OpenView Labs

By this point, you likely realize how valuable content marketing can be as a key driver of business. Done right, it can help generate and nurture leads, boost sales, and establish your company as an influential thought leader. But if your idea of impactful content is limited to a bunch of blog posts  with keywords sprinkled here and there, you might want to rethink your strategy.

According to Doug Ellinger, Senior Director of Marketing at recruiting software company Bullhorn, in order to be successful, there are five core content marketing tactics his team lives by.


Unlocking the Secrets to Better Customer Communication

Jasmine Lombardi, VP of Partner Success at Intronis, shares seven tips to help you open the lines of communication with your customers, driving them towards quicker, more sustainable success.

Unlocking the Secrets to Better Customer Communication

Editor’s note: This is the third post in a new series featuring Intronis VP Partner Success Jasmine Lombardi on how to establish and optimize a Customer Success function. Her previous posts have covered “Transforming Customer Support into Customer Success” and “6 Tips for Building a Customer-Obsessed Team”.

Last October, Jasmine Lombardi and her newly formed Partner Success team at Boston-based cloud backup and recovery provider Intronis (an OpenView portfolio company), decided to go on a safari.

But to do that, Lombardi and her Partner Success reps – the internal team members responsible for proactively creating customer value, delivering customer service, and ensuring customer success – didn’t hop on a flight to Africa. Instead, Intronis’ “safari” involved a team-wide trip to visit one of the company’s partners – managed service providers (MSPs) who act as resellers of the company’s products and services.


photo by: Time.Captured.

The Core of Any Good Content Strategy

NextView Venture‘s Jay Acunzo explains how content offers should be the one thing your entire content strategy revolves around, and shares his tips for creating and marketing them effectively.

Content Offers: The Core of Any Good Content Strategy | OpenView Labs

Think for a second about the all the crazy obstacles a startup needs to overcome to successfully execute a content marketing strategy: You need to think up enough ideas to sustain your publishing, while staying true to your company’s message and product, generate not just views but conversions, and stand out online in an era when all of humanity is more distracted and over-stimulated than ever before.

No big deal.

Now before I trigger a panic attack, here’s something to help you breathe easier: At the core of any good content playbook is one single piece of content you can create to generate both more content and better distribution and marketing: a content offer.


photo by: kidcollect

The Importance of Defining Your Core Values

At the helm of a rapidly growing startup? Fantastic. Before you really mash down the pedal and start recruiting Monetate’s Ben Russell says defining your core values is a must.

The Importance of Defining Your Core Values | OpenView Labs

In the early days of a startup’s development it can be easy for founders to get caught up in the day-to-day scramble of launching and simply staying afloat. But once you start to gain traction, it’s important to pause (no matter how hectic it seems like things are), take a step back, and define your company’s core mission, vision, and values.


photo by: paul bica

5 Must-Have Content Marketing Tools

Before you get caught up in the countless marketing resources out there, make sure you’ve mastered these five content marketing tools.

5 Must-Have Content Marketing Tools | OpenView Labs

Have you noticed how many new companies have popped up in recent years with the aim of helping content marketers be more successful?

The resources available are endless: There are some companies that offer writing services and others that can help you with content management and content delivery. Still others provide services to measure your content’s impact or help you increase the levels of engagement that your content drives.


Strictly Sales Episode 6: How to Hire the Right Sales Reps

When it comes to hiring the right sales reps, there are certain qualities that separate the best from the rest.

Strictly Sales Episode 6: How to Hire the Right Sales Reps

If you’re at a growing tech company then you’re likely on the hunt for top sales reps — constantly. Of course, the only thing worse than desperately needing a new sales hire is dealing with the costs associated with making a bad one.


Be Wary of Hiring Reps on the “Sales Rebound”

How can you tell when a sales candidate is truly into you and your company, and not just looking to make a change? Sales management strategist Lee Salz shares three interview questions to get to the heart of their motivation.

3 Questions for Screening Sales Candidates | OpenView Labs

For a moment, think back to your dating days. In most circumstances, you rarely wanted to be the first person someone dated after they’d just ended a bad relationship. The reason? You’d be the rebound guy or girl — someone who was better than what that person had before, but not exactly what they wanted for the future.

In sales, Lee Salz says businesses should be wary of hiring sales reps with a similar mindset.


photo by: cisshadab