Simplesat

We did it! Another year, another unforgettable SimWorld. 🎉 Last week, we celebrated Thanksgiving by giving thanks to our incredible team at Simplesat. We brought everyone to Pattaya (near Bangkok) for three days of fun: games, a murder mystery, BBQs, and—most importantly—team bonding. For some, it was the first time meeting in person. Before the outing, we spent three days in the office, diving deep into strategy and leadership workshops. These face-to-face interactions are vital, especially in a remote-first culture. They go beyond work; they build connections. Seeing new and seasoned team members blend was inspiring. Stories were shared, visions for Simplesat's future aligned, and bonds strengthened. Mission accomplished. Can’t wait to do it all again next year!

Haven't seen our customer story with Jared Foldy from Eventshop yet? This is your sign to check it out! 🚀 Jared’s story is packed with valuable insights on how Eventshop has leveraged customer feedback to thrive in changing times. If you want to make your feedback processes more powerful, you won’t want to miss this! 🌟 In this success story, you’ll learn: ✅ How Eventshop turns real-time customer insights into actionable strategies for growth ✅ How Simplesat has been crucial in helping them adapt and succeed through challenges ✅ Practical tips for using feedback to build stronger, more meaningful client relationships 👉 Read the full interview here: https://hubs.li/Q02YWLJs0

Yesterday, we kicked off Sim World 2024—our yearly company outing and honestly, my favorite time of the year. It’s when we finally get to ditch the Zoom calls and meet face-to-face. We flew everyone to Bangkok for a week filled with meetings, workshops, team bonding, and most importantly, a lot of fun!!! Yesterday was Growth Team Night Out—we went for a Chinese dinner and enjoyed sunset cocktails on a rooftop. Not a bad way to toast to a year of hard work! I’m so proud of everything Simplesat and this team has achieved, and moments like these remind me why I love what we do. Here’s to celebrating the wins—and already looking forward to what we’ll create together next year.

We're thrilled to announce that Simplesat has officially achieved SOC 2 Type II compliance! 🎉 This milestone is more than just a certification — it's a testament to our unwavering commitment to safeguarding customer data and maintaining the highest standards of security, availability, and confidentiality. We understand how critical it is for you to have confidence in how your data is handled. By achieving this compliance, we've demonstrated that we've implemented and continuously uphold rigorous processes and controls to protect your information. A huge thank you to Johanson Group LLP for expertly guiding us through this comprehensive process. Your partnership was instrumental in helping us meet these industry-leading standards.

Hey there, customer experience rockstars! 👋 Want to know the magic formula for turning customers into raving fans? It's all about making their lives EASIER! Enter the Customer Effort Score (CES) - your new best friend in the world of customer satisfaction. Here's why it's a game-changer: 🔍 It measures how easy it is for customers to use your product or service 💪 Less effort = More loyalty (it's science, folks!) 🎯 Helps you pinpoint exactly where to make improvements But wait, there's more! 🎉 Here's how to turn your CES data into a churn-fighting superpower: 1️⃣ Spot the red flags: High effort = High risk of sayonara 👋 2️⃣ Play detective: Track those effort trends over time 3️⃣ Get personal: Tailor your retention game to different effort levels 4️⃣ Join forces: CES + NPS + CSAT = Unstoppable churn prediction 5️⃣ Be proactive: Set up alerts for high-effort accounts and swoop in to save the day! Remember: Happy customers stick around. Ecstatic customers bring their friends. So, let's make it ridiculously easy for them to love us! 💖

🌟 It’s always a pleasure catching up with our customers and hearing how Simplesat has made an impact on their journey. One story that truly stands out is Jared Foldy's, Head of Digital Product at Eventshop Jared shares how his team embraced change, overcame challenges, and achieved new levels of success by leveraging Simplesat’s tools. From gathering actionable feedback to fostering stronger client relationships, their journey is nothing short of inspiring. What can you learn from Eventshop? ✔️ How they pivoted during crucial moments of change ✔️ Their approach to customer feedback that drives results ✔️ The tangible outcomes they’ve seen using Simplesat 👉 Read the full story here: https://hubs.li/Q02YWMMw0

What are the 3 pillars of Customer Success? According to CS Leader Julia Müller, the core responsibilities of CS are: 👉 Operational Success – Ensuring customers are operationally “green,” with no major issues disrupting their workflows. 👉 Relationship Management – Building and maintaining healthy relationships, which includes navigating tough conversations when necessary. 👉 Growth and Retention – Driving customer retention and growth through upsells and expansions. These responsibilities haven’t changed much, even as the discipline has evolved. In SaaS, customers expect increasing value over time. CS plays a pivotal role in ensuring customers not only achieve that value but continue to grow with your product. ------------------------------------------ Check out move valuable insights from Julia below in the full interview I did with her for my CS newsletter. 👇

Hey there, feedback champions! Ever wonder how to get inside your customers' heads? Enter CSAT surveys - your crystal ball for customer satisfaction! Here's why CSAT is the superhero of feedback tools: 🎯 Instant insights: Capture feedback faster than you can say "happy customer"! 🔍 Issue detector: Spot and squash problems before they grow 🧠 Simple yet powerful: Easy for customers, goldmine for you Pro tip: Make your CSAT surveys pop with these tricks: 📏 Keep it short and sweet 📊 Consistent rating scales (because who likes confusion?) 🗣️ Open-ended questions for the juicy details But wait, there's more! 🎉 Level up your CSAT game by mixing it with other metrics: 🤝 CSAT + NPS = Satisfaction meets loyalty 💪 CSAT + CES = Happy customers, smooth sailing 💰 CSAT + Financial metrics = Show me the money! Remember: Data without action is just fancy numbers. Use these insights to create experiences that make your customers go "WOW!" 🤯

🚫 The Customer Feedback Hall of Shame: Don't Be That Company! 🚫 Hey there, feedback superheroes! 👋 Ready to learn what NOT to do with customer feedback? Buckle up, because we're about to spill the tea! ☕️ Here are the top 3 ways to royally mess up your feedback game: 1. 🙈 Ignore or delete negative feedback 2. 🥊 Get defensive when criticized 3. 🏃♂️ Ghost your customers after resolving issues But wait! There's hope! 🌟 Here's your feedback redemption plan: 👥 Team huddle time! Gather the troops regularly to dissect feedback - good, bad, and ugly. 🧠 Brainstorm solutions like your business depends on it (spoiler alert: it does!). 📝 Create action plans that would make Marie Kondo proud. 🤖 Set up an automated follow-up system. Because robots never forget to check in! Remember: Every piece of feedback is a golden opportunity to level up your game. What's your favorite way to turn feedback frowns upside down? Drop your comments! 👇

What does it take to drive revenue while leading with empathy? I sat down with Alexandra (Alex) Gold, Customer Success Leader at GoCardless to find out and below are the key takeaways from our conversation. 👇 👉 Customer Success isn’t just about reducing churn—it’s a growth engine. The strong relationships CSMs build enable them to identify upsell and cross-sell opportunities organically, focusing on addressing customer needs rather than simply selling. 👉 Align Customer Success with customer outcomes. When you help customers achieve their goals, expansion conversations happen naturally—it's about delivering ongoing value, not pushing new products. 👉 Hiring for CS is about finding balance. Candidates need both soft skills, like empathy and communication, and the technical skills to solve complex problems. Focus on current team gaps—for instance, prioritizing technical skills if you’re already strong in commercial expertise. Above all, look for a coachable mindset, a hunger to learn, and cross-team collaboration. 👉 Keep your team motivated with transparency and a focus on control. By openly communicating changes, you build trust and keep everyone aligned. Last but not least Alex shared an unconventional tip: Build open, personal relationships with your team—sharing life updates and encouraging them to do the same. It builds trust and deepens connections, humanizing leadership rather than diminishing respect. For more tips, you can find the full interview below 👇 #SuccessmadeSimple #leadership #RevenueGrowth