Monitor your customers’ pulse

Monitor your customers’ pulse

The Successeve Pulse is a very easy way to get the feeling of your team regarding the satisfaction or risk related to your customers.

Why monitoring your customers’ pulse?

  • Identify customers turning at risk from the point of view of your team
  • Identify differences between Health, Usage and Self-estimated Satisfaction and trigger proper actions
  • Include more subjective factors into your Health Score
The Successeve Pulse is a very easy way to get the feeling of your team regarding the satisfaction or risk related to your customers.

Our customers increased in their average customer satisfaction by 50%

From Extreme Risk to Highly satisfied, your team will benefit from 6 levels of satisfaction to rank your customers sentiment.

Wether you choose to have a Pulse updated after each touchpoint, or on a regular basis such as once a month, it can help you get a good overview of your customers risk and satisfaction from the point of view of your team and make sure they are being engaged frequently.

Recommended views and triggers to Follow-Up

Playbooks - High Touch Customers

  • Automated reminder to update the Pulse at least once a month
  • Pulse request after customer declines to Bad Health
  • Pulse request after customer increases to Good Health


  • Manager Notification for new Pulse
  • Escalation Process when Pulse is lower than Satisfied

What is customer pulse really about?

?Why monitoring your customers pulseCustomer pulse is a term used to describe the regular collection of feedback from customers to assess their satisfaction with a company's products, services, and overall experience. It is a way for businesses to get a real-time understanding of how their customers are feeling and identify areas where they can improve.

Benefits of customer pulse:

  • Improved customer satisfaction: By collecting feedback regularly, businesses can identify and address issues that are causing customer dissatisfaction early on.
  • Increased customer loyalty: Happy customers are more likely to return, purchase more, and refer their friends and family.
  • Reduced customer churn: By proactively addressing customer concerns, businesses can reduce the number of customers who leave.
  • Better understanding of customer needs: Customer pulse data can help businesses to better understand what their customers want and need. This information can be used to improve products, services, and marketing efforts.

Types of customer pulse:

  • Post-purchase surveys: These surveys are sent to customers after they have made a purchase. They are a good way to assess customer satisfaction with the product or service they just bought.
  • NPS surveys: Net Promoter Score (NPS) is a survey that asks customers how likely they are to recommend a company to a friend or colleague. It is a quick and easy way to measure overall customer loyalty.
  • CSAT surveys: Customer Satisfaction Score (CSAT) surveys ask customers to rate their satisfaction with a specific interaction or experience. They are a good way to identify areas where customer service can be improved.
  • CES surveys: Customer Effort Score (CES) surveys ask customers how easy it was to resolve a problem or complete a task. They are a good way to identify areas where customer service can be made more efficient.

How to collect customer pulse data:

There are a number of ways to collect customer pulse data. Businesses can use email, text messaging, social media, or their website to send surveys to customers. They can also collect data from customer support interactions, feedback forms, and social media mentions.

How to analyze customer pulse data:

Once collected, customer pulse data can be analyzed using a variety of tools. Businesses can use dashboards, charts, and graphs to track key metrics such as satisfaction scores, customer churn, and referral rates. They can also use data analysis techniques to identify trends and patterns in customer feedback.

How to use customer pulse data to improve customer experience:

Businesses can use customer pulse data to identify areas where they can improve their products, services, and overall customer experience. They can then develop and implement strategies to address these issues.

In summary, customer pulse is a valuable tool that can help businesses to improve customer satisfaction, increase customer loyalty, and reduce customer churn.

Why monitoring your customers pulse?

Monitoring your customers' pulse is a crucial aspect of business success, providing valuable insights that can significantly impact your overall strategy and growth. By staying attuned to your customers' needs, preferences, and concerns, you can make informed decisions that enhance their experiences, foster loyalty, and drive business growth. Here are some compelling reasons why monitoring your customers' pulse is essential:

  1. Gain a deep understanding of customer needs: Identifying and understanding your customers' unmet needs is paramount to developing products and services that resonate with them. By actively seeking feedback and analyzing customer behavior, you can uncover hidden desires and pain points, allowing you to tailor your offerings to their specific requirements.
  2. Improve customer satisfaction: Positive customer experiences are the cornerstone of business success. By monitoring customer satisfaction, you can identify areas for improvement and take corrective actions before they escalate into negative reviews or lost customers. Addressing customer concerns promptly demonstrates your commitment to their satisfaction and strengthens their loyalty.
  3. Enhance customer retention: The cost of acquiring new customers is significantly higher than retaining existing ones. By actively monitoring customer sentiment and addressing any potential issues, you can reduce customer churn and minimize the expense of acquiring new customers.
  4. Identify market trends and emerging opportunities: By analyzing customer feedback and behavior data, you can gain insights into emerging trends and market shifts. This information can help you position your products or services ahead of the curve and capitalize on new opportunities.
  5. Build customer loyalty and advocacy: Empowering customers to share their positive experiences can significantly boost your brand reputation and attract new customers. By demonstrating your responsiveness to customer feedback, you foster customer loyalty and encourage them to become brand advocates.
  6. Drive innovation and product development: Customer feedback serves as a valuable input for product development. By understanding what customers value and identify areas for improvement, you can refine your offerings and create products that consistently meet their needs.
  7. Optimize marketing and sales strategies: Effective marketing and sales strategies are tailored to your target audience's preferences and behaviors. By monitoring customer data, you can improve your targeting, messaging, and overall marketing effectiveness.
  8. Gain a competitive edge: Businesses that actively monitor customer pulse are more likely to adapt to changing customer needs and market trends, giving them a competitive advantage over those who rely on outdated or incomplete information.
  9. Strengthen brand reputation and trust: Demonstrating that you value customer feedback and address their concerns builds trust and reinforces your brand's commitment to customer satisfaction. This positive perception can significantly impact your brand's overall reputation.
  10. Drive business growth and profitability: By addressing customer concerns, enhancing satisfaction, and fostering loyalty, you can drive business growth and profitability. Positive customer experiences translate into repeat business, increased referrals, and a stronger customer base.

In summary, monitoring your customers' pulse is an ongoing process that requires a commitment to gathering, analyzing, and acting on customer feedback. By staying attuned to your customers' needs and preferences, you can make informed decisions that improve their experiences, enhance your offerings, and ultimately drive business growth and success.

How to Monitor your customers pulse?

Monitoring your customers' pulse is essential for businesses that want to stay ahead of the curve and maintain strong customer relationships. By understanding your customers' needs, preferences, and pain points, you can make informed decisions about your products, services, and marketing strategies.

Here are some effective methods for monitoring your customers' pulse:

  1. Gather direct feedback: Proactively seek feedback from your customers through surveys, interviews, and focus groups. These methods allow you to gather detailed information about their experiences with your products or services.
  2. Analyze online reviews: Monitor online reviews on platforms like Google, Yelp, and social media to identify common themes and areas for improvement. Pay attention to both positive and negative reviews to get a balanced perspective.
  3. Track social media engagement: Monitor social media mentions, comments, and direct messages to gauge customer sentiment. Look for trends in feedback and identify any emerging issues or concerns.
  4. Analyze customer support interactions: Review customer support tickets, emails, and phone calls to identify recurring issues, pain points, and areas for improvement.
  5. Use customer satisfaction surveys: Regularly administer customer satisfaction surveys to measure overall satisfaction levels and identify specific areas for improvement.
  6. Conduct customer interviews: Conduct in-depth interviews with a select group of customers to gain deeper insights into their experiences, needs, and expectations.
  7. Track customer churn: Monitor customer churn rates to identify reasons why customers are leaving and take steps to address those issues.
  8. Analyze customer behavior: Track customer behavior data, such as website visits, purchase history, and product usage, to identify trends and preferences.
  9. Use customer feedback analytics tools: Utilize software tools that analyze customer feedback from various sources to gain actionable insights.
  10. Establish a customer feedback loop: Create a system for gathering, analyzing, and acting on customer feedback to ensure continuous improvement.

By implementing these methods, you can gain valuable insights into your customers' thoughts, feelings, and expectations. This information will empower you to make informed decisions that will improve your customer relationships, enhance your products or services, and ultimately drive business growth.

What’s the real impact of good pulses?

Good customer pulses can have a significant and positive impact on a business in a number of ways. Here are some of the key benefits:

  1. Improved customer satisfaction: By regularly collecting feedback and addressing customer concerns, businesses can significantly improve customer satisfaction. This leads to happier customers who are more likely to return, make repeat purchases, and recommend the company to others.
  2. Increased customer loyalty: Happy customers are more likely to become loyal customers who stick with the company for the long term. This can lead to a stronger customer base and reduced customer churn.
  3. Reduced costs: By identifying and addressing customer pain points early on, businesses can prevent issues from escalating and becoming more expensive to resolve. This can save the company money in terms of customer service costs, lost revenue from churn, and damage to the brand reputation.
  4. Enhanced brand reputation: A company that is known for its excellent customer service will have a stronger brand reputation. This can attract new customers and make the company more appealing to potential partners and investors.
  5. Improved decision-making: Customer pulse data can provide valuable insights into customer needs and preferences. This information can be used to make better decisions about product development, marketing campaigns, and overall business strategy.

In addition to these direct benefits, good customer pulses can also indirectly contribute to a number of other positive outcomes for a business, such as:

  • Increased employee morale: When employees see that their work is making a positive impact on customers, they are more likely to be motivated and engaged.
  • Improved innovation: Customer feedback can help businesses identify new opportunities for product innovation and improvement.
  • Reduced risk of legal problems: By proactively addressing customer concerns, businesses can reduce the risk of being sued for negligence or breach of contract.

Overall, good customer pulses are an essential tool for any business that wants to succeed in today's competitive marketplace. By collecting and analyzing customer feedback, businesses can gain valuable insights that will help them improve their products, services, and overall customer experience. This, in turn, can lead to increased customer satisfaction, loyalty, and profitability.

Recommended Automation to Follow-Up

Segment Customers by Pulse

  • More than Satisfied
  • Mitigate satisfaction
  • At risk
  • Pulse older than 1 month
  • Pulse not set
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