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Raul Valdes-Perez

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Top Stories by Raul Valdes-Perez

Customer Benchmarking Motivates Action By Ed Powers Electric utility companies promoting power conservation programs discovered that simply informing consumers of their electricity usage relative to neighbors lowered overall consumption. This type of normative social comparison has produced the same effects in other domains. Why does this work? How can the idea be used in Customer Success? Keeping up with the Joneses Homeowners typically receive letters from the power company showing how many kilowatt hours they've used over the past month compared with other homes in the vicinity. In addition to bar charts, consumers see a "smiley face" if they're doing well or a "frowny face" if they're trailing the average. The mailers typically also include a list of recommendations for conserving energy. Surprisingly, this simple trick works. People change their behaviors when ... (more)

Where Does Automated Customer Benchmarking Make Sense?

A customer benchmarking engine is an emerging technology which uses an artificial intelligence approach to automate the reasoning that underlies data-driven benchmarking. Its benefits are discussed here, there, and elsewhere. Briefly, it uncovers comparative insights on customers which empower customer-focused … Continue reading → ... (more)

Not Having Strategic Conversations with Customers? Here’s How to Fix That

I keep hearing that “our Customer Success Managers need to have more strategic conversations with our customers.” I’ve heard this in numerous discussions with many customer success executives over the last year. And more recently, I continued to hear the … Continue reading → ... (more)

Relaunch of Hospitals Benchmarking Engine

OnlyBoth benchmarks U.S. hospitals as both a public service and as a visible demonstration of the power of an automated Benchmarking Engine. This enables hospital stakeholders to instantly discover in perfect English how they’re doing, not compared to absolute standards … Continue reading → ... (more)

Avoiding Tunnel Vision in Peer Comparisons

Comparing yourself to peers – also known as benchmarking – lets you understand how you’re doing, identify performance gaps and opportunities to improve, and highlight peer achievements that you could emulate, or your own achievements to be celebrated. As long … Continue reading → ... (more)