ChurnZero a recognized leader in Customer Success dedicated to helping subscription businesses succeed at scale, has awarded Cority with the ‘Advocacy Hero’ award for the second year in a row for cultivating customer advocates and brand evangelists to drive growth.
The fourth annual ChurnHero awards for digital customer success highlight CS teams at subscription businesses worldwide who use ChurnZero’s customer success software to achieve remarkable results in one of five categories:
- Onboarding new customers
- Driving product adoption
- Increasing renewals and expansion
- Building customer advocacy
- Designing innovative digital CS programs.
Cority’s Overall NPS Improvement
Last year, Cority transferred ownership of its NPS program to its customer success team, who automated and centralized it through ChurnZero with outstanding results. This year, the team was asked to sustain their high response rate while further improving Cority’s NPS overall and ensure that customer feedback was effectively shared with the entire company.
To drive response rates, the team implemented a multifaceted approach, using ChurnZero to automate their NPS campaigns, as well as support manually enrolling customers—specifically, customers at risk of churn and customers with low engagement. To tackle feedback gaps, they proactively enrolled customer segments with historically low response rates and followed up with a simple question: If Cority could make one improvement to enhance your experience, what would it be? In addition, respondents received a symbolic charitable donation with a social and sustainable impact, underlining Cority’s commitment to making a positive difference.
Instead of focusing on the overall score, CSMs were encouraged to focus on small improvements within their customer base, by being proactive in delving into pain points and resolving them. “It was truly remarkable to witness the dedication of our team as they pursued even a one-point improvement in NPS from any contact, beginning with the detractors and working diligently to convert them to promoters”, says Simona Barcau, Vice President of Customer Success at Cority.
“The team not only maintained the impressive volume of responses achieved in 2022, but their concerted efforts yielded a remarkable reduction in detractors by 17% and a simultaneous increase in promoters by 14%,” Simona added. “Such a committed and unwavering pursuit of excellence embodies the spirit of our team and their dedication to enhancing the customer experience”.
Learn more about the 2023 annual ChurnHero awards here.
