Health and wellness experts are experiencing 10x higher profit margins thanks to the strategies offered by the premier community, Mindshare Collaborative.

Mindshare Collaborative was founded by JJ Virgin, a New York Times best-selling author, celebrity nutrition expert, and Fitness Hall of Famer. Virgin started the company to give the information and support needed for health and wellness experts to build a successful brand and grow.

Mindshare has generated over $50 million in book advances and has helped launch more NYT bestselling books, podcasts, summits, and docuseries than any other health group.

Process Street is a vital part of Mindshare’s offering, and we spoke to some of Mindshare’s top clients to find out how we have benefited them.
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Companies with a customer-centric account health scoring system enjoy a 95% increase in customer retention.

To be more customer-centric, you need an account health scorecard that takes a holistic approach to measure your health and your customers’ health. In this Process Street article, we’ll show you how to do that.

We’ve produced your ultimate workflow guide to help you create this account health scorecard. This template is free for you to use from your Process Street account (you can sign up to create your free account here). This workflow guide has been produced based on the Customer-Centric Digital Transformation report by Deloitte.

You’ll also learn the key benefits you’d expect from taking this holistic approach to measuring an account’s health, with two real-life case studies.

This article is structured as follows:

• Create an account health scorecard that measures customer and business success
• Why you need an account health scorecard
• Case studies: Applying the account health scorecard approach in real life

Let’s get started!
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According to Deloitte Insights, advances in technology are changing the business landscape and they are calling this a digital disruption. This is altering customer expectations and demands, presenting critical challenges for customer success teams globally.

To successfully ride this wave of change, Deloitte – and us here at Process Street – believe businesses should rethink how they are measuring value delivered to the customer. The aim is to ensure these measurements are customer-centric to refine CS activities and enhance the customer’s experience.

Think of it as a customer success evolution in response to digital disruption.

This CS transformation has the potential to bolster positive referrals by 83%, lower costs by 20%, and increase customer lifetime value by x1.6.

What have you got to lose?

In this article, you’ll learn how to apply a customer-centric means of measuring customer value generated for your organization. I’ve split the process down into three steps based on the Customer-Centric Digital Transformation report by Deloitte.

• From churn reduction to customer value generation (applying customer success 2.0)
• Measuring value in 3 steps: Determining customer and internal success
• Determining value generated – Step #1: Measure the outside-in value perception
• Determining value generated – Step #2: Measuring inside-out value perception
• Determining value generated – Step #3: Measuring internal success using business outcomes

With that said, let’s jump straight to it!
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A recent Deloitte study found a mere 30% of respondents stated customer success was a strategic priority by the board of directors. Only 26% reported official business communications to regularly mention customer success.

At Process Street, we find this concerning. Technological advancements and the rise of Industry 4.0 are altering the business landscape. Businesses are facing new pressures, with changing customer demands and expectations as the biggest catalyst altering how business is done. To respond, organizations need to focus on customer success (CS).

Businesses need to lead a successful customer success transformation, one that means they’re more customer-centric. In this Process Street article, I explain how organizations should do this in three simple steps.

• Why we need to think differently about customer success
• The companies leading in customer success are making a customer-centric transition
• 3 steps to manage your customer-centric transition

With that said, let’s jump straight to it!
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“Employees in a well-structured onboarding program are 69% more likely to remain at the company after 3 years.” – Society for Human Resource Management (SHRM), 2010 Employee Benefits

1 out of 25 employees leave their new job due to substandard onboarding experiences.

In contrast, a good employee onboarding program can boost employee retention by 69% after 3 years.

Process Street is dedicated to helping our users improve their business operations, and employee onboarding is a prime focus area. On this, we’re surprised to learn that some of our customers have been using Excel for employee onboarding.

According to Harvard Business Review, companies – on average – lose 23% of their new hires after one year. A more thoughtful approach to employee onboarding can dramatically improve this statistic for your organization; and for that, we say, get off Excel.

“…a lot of B2B productivity products are competing with Excel sheets and other products that are totally not built for the specific problem they solve.” – Bram Kanstein, Tech Out Loud, The Product Before the Business by Bram Kanstein

In this Process Street article, you’ll learn why Excel sucks for employee onboarding, and why workflow management solutions offer better onboarding solutions.

Click on the relevant subheader to jump to your section of choice, alternatively scroll down to read all we have to say.

• Scenario: Onboarding using Excel
• 8 reasons why you need to ditch Excel as your employee onboarding software
• Overcoming Excel onboarding limitations with a workflow management solution

Let’s jump to it!
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Research shows that a 5% increase in customer retention rates can boost profits by 55%.

With this in mind, when it comes to customer success, it’s important you play your cards right to retain your customers.

In this Process Street article, we draw from McKinsey & Company’s post, Introducing customer success 2.0: The new growth engine. What’s more, thinking about customer success, we ask, how can you ensure you’re implementing customer success 2.0 strategies?

To help you get started, I’ve put together your essential software stack to execute customer success 2.0. Using this list, you can easily execute the five critical elements that’ll instill a customer success philosophy in your organization. But before all, let’s quickly recap the basics, and define the difference between customer success 1.0 and 2.0.

Click on the relevant subheader to jump to your section of choice, alternatively scroll down to read all we have to say.

• Customer success 2.0 vs. customer success 1.0
• Customer success 2.0 software stack to execute the McKinsey Model
• Comparing customer success 1.0 with customer success 2.0 in practice

Let’s jump right to it
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Content Allies is a B2B podcast networking service which seeks to empower clients by helping them build meaningful relationships and grow their customer base. Podcasts are used as a key marketing channel.

We spoke to CEO Jake Jorgovan to find out how Content Allies uses Process Street to slash business costs, improve efficiency, and drive business growth.
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Do you have a brand that you go back to, time and time again?

If you do, what is it about this brand that’s captured your loyalty?

I do not doubt that an exceptional customer experience plays its part. That is, think about how that brand makes you feel. Good huh?

According to Bain & Company, businesses that invest time and effort to optimize their customer experience (CX) flows, experience above-market revenue growth between 4-8%. With the vast choice of products, services and brands available, exceptional customer experience comes as the ultimate seduction and differentiation for businesses to stand out above competitors.

In this Process Street article, you’ll learn how to engage your customers at every point in their journey with you. You’ll learn how to consistently create a service with a smile, a product to praise, and a beloved brand.

Learn from the best as we take a glimpse into the CX operations used by the likes of Netflix, Microsoft, and of course Process Street. You’ll then be given 5 tips on how you can optimize your CX flows, taking into account the changing business landscape, and the impacts of digitalization on customer behavior and experience.

Click on the relevant subheader to jump to your section of choice. Alternatively, scroll down to read all for an in-depth understanding of CX.

• What is CX?
• Case studies: How top tech companies deliver excellent CX
• How to optimize your customer experience flows
• Using checklists to optimize your CX flows in 5 steps
• Understanding customer experience flows in a digital world

Let’s jump to it!
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This is a guest post by Ray Slater Berry, a freelance writer for Chameleon with over nine years of content marketing and social media experience. He specializes in product tech, travel, SaaS and working one time as a CMO at Study Clerk. Ray is also a published fiction writer, with his first novel titled Golden Boy.

“Every dollar invested in ease of use returns $10 to $100.” – IBM, The ROI of UX

The above statement was made by the global business powerhouse, IBM. The company explains that it’s far more economical to consider user needs early in the design process than to try and solve them later. Based on the returns given in the above quote, we can calculate an ROI of 9,900%.

And considering the user needs early is exactly what a user experience (UX) map does, meaning creating an effective UX map has the potential to bridge the gap between business success and failure.

By understanding your user’s needs in the early stages of a design process, you’re more likely to consistently meet those needs, meaning a happy customer and reduced churn.

This is why we at Process Street have produced this article, your practical guide to user experience mapping.

Welcome and gather around the user experience campfire. Grab a marshmallow on a stick, a cup of something hot, and relax. Today you’ll learn the ins of outs of user experience maps and how you can create one in the leanest way possible.

Click on the relevant subheader below to jump to your section of choice. Alternatively, scroll down to read all we have to say regarding user experience mapping.

• What are user experience maps?
• The benefits of UX mapping
• How do you create a UX map?
• Examples of user experience maps

Once upon a time, in a land not so far from here…
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This is a guest post by Katerina Mery, a marketing specialist at Fond. Fond is a rewards and recognition company dedicated to building places where employees love to work. Mery authors articles about how to leverage recognition programs to drive company success.

Think back to the last time a colleague acknowledged you for a job well done.

How did you feel?

Did the experience have an impact on your behavior moving forward? Did the exchange affect your relationship with the person thanking you? What about your relationship with the company in general?

63% of employees who are acknowledged for the work they do are unlikely to look for a new job. Expressing gratitude at work takes relatively little effort, but it can create an incredibly memorable professional experience. Knowing that you did a good job is one thing, having a colleague call out your great work takes the experience to another level.

Business objectives can sometimes feel at odds with an enjoyable employee experience. Employee acknowledgment, however, is a practice that effortlessly supports both.

From this Process Street article, you’ll learn how employee acknowledgment simultaneously caters to your organization’s business objectives. You’ll also learn how to meet the emotional needs of your employees using fantastic positive feedback loops that generate continual improvements across the board.

We say employee acknowledgment is a smart initiative a company can adopt – but before you take our word for it, allow us to explain why.

Click on the relevant subheader below to jump to your section of choice, alternatively scroll down to read all we have to say.

• What is employee acknowledgment?
• Employee acknowledgment and its effects on workplace psychology
• How employee acknowledgment benefits employee wellbeing
• The organizational benefits of employee acknowledgment
• Use Process Street for your employee acknowledgment strategy

Let’s jump to it!
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