Gainsight

JANUARY 4, 2021

We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Read a blog daily, set a weekly time slot on your calendar to watch a webinar, or listen to a podcast episode while doing chores. Retention Attention: Metrics and Best Practices That Up Your Retention Game.

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Lithium

JANUARY 12, 2021

Some blog areas are limited to Khoros customers only. Organic & Paid Reporting in Khoros Marketing - This blog dives into the paid and organic data brought into the Social Marketing platform and how to report on it. 4 Content Metrics and 4 Search Metrics, Community Analytics Best Practices You Don’t Want to Miss! _.

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2021 Events Webinar Metrics 52

Totango

OCTOBER 20, 2021

In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. Aim to increase renewal rates by reminding customers of the value they’ve received from your product and services by providing metrics ahead of the renewal.

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Customer Journey 2021 Customer Journey Mapping Touchpoint 92

Lithium

JUNE 2, 2021

In our 2021 Spring Release , we’ve got even more good news to share, with updates that will enhance user experience, improve efficiency, and increase analytical power across the entire Khoros experience. Some blog areas are limited to Khoros customers only. Here’s the Atlas content you do not want to miss! Webinars & Events.

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2021 Roadmap Webinar B2C 52

Integrity Solutions

JANUARY 18, 2021

But before you barrel ahead into 2021 and look for signs of returning to the “good old days,” sales leaders and their teams have a lot to learn from 2020. In fact, your success in 2021 depends on it. Research from HubSpot shows that 68% of sales leaders plan to implement a hybrid or fully remote sales model in 2021.

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2021 2020 Sales Social Media 126

Totango

OCTOBER 20, 2021

In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. Aim to increase renewal rates by reminding customers of the value they’ve received from your product and services by providing metrics ahead of the renewal.

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Customer Journey 2021 Customer Journey Mapping Touchpoint 73

ShepHyken

OCTOBER 18, 2021

My Comment: The Chief Experience Maker, Dan Gingiss shares a blog-version of a story from his latest book, The Experience Maker , about how a “Happy Birthday” experience at a restaurant took a nice experience and made it memorable. However you get it, you must choose the right metrics, use the right technology, and more.

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Article 2021 Customer Service Airlines 83

Lithium

SEPTEMBER 7, 2021

Social Suites, Q3 2021 to help make the best decision for your business and empower your team to achieve your goals. Some blog areas are limited to Khoros customers only. Published Posts Custom Metric A published posts metric that can be used as part of Marketing Analytics Custom Metric calculations. Khoros Care.

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Totango

OCTOBER 20, 2021

In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. Aim to increase renewal rates by reminding customers of the value they’ve received from your product and services by providing metrics ahead of the renewal.

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Customer Journey 2021 Customer Journey Mapping Touchpoint 62

Lithium

AUGUST 3, 2021

Khoros | Twitter Ads Discovery Program We are looking to get your feedback early in the process to ensure that we're building features with your use cases, goals, workflows, and success metrics in mind. Some blog areas are limited to Khoros customers only. We hope to discuss your needs in relation to Twitter ads.

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Lithium

NOVEMBER 2, 2021

Some blog areas are limited to Khoros customers only. Improved Advanced Twitter Metrics This new release makes advanced metrics easier to access, consistent, and more aligned with native analytics. As always, we’re really excited about the growth and improvement of our platform. Here’s the Atlas content you do not want to miss!

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Lithium

MAY 4, 2021

Some blog areas are limited to Khoros customers only. Building and Integrating Custom Metrics [Video/Blog] : In this short tutorial, I’ll show you when it would be useful to build custom metrics, how to create them and how to integrate them into your dashboard. Here’s the Atlas content you do not want to miss!

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2021 Webinar Events Social Media 52

CustomerSuccessBox

DECEMBER 30, 2021

2021 has come to a close and we have a bright 2022 ahead for us. B2B SaaS companies are preparing for their final quarter sprint, determining metrics for the next quarter and year & working on Quarterly Business Reviews while also working on customer journey after the new year. Strategic To-dos for Customer Success Checklist.

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2021 Customer Success Net Promoter Score 2022 52

ViiBE Blog

AUGUST 25, 2021

ViiBE Blog. August 25, 2021. This third most popular customer satisfaction metric measures how much effort a customer has to put into using the company’s services or buying its products. 26 August 2021. 25 August 2021. 24 August 2021. 23 August 2021. How can you measure customer satisfaction?

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Customer Satisfaction Measurement Net Promoter Score 2021 98

ViiBE Blog

AUGUST 9, 2021

ViiBE Blog. August 9, 2021. Metrics like customer satisfaction levels, hold times, first call resolution rates, the average speed of answer, and agent turnover rate are all important to keep track of in customer support call centers. 26 August 2021. 25 August 2021. 24 August 2021. 23 August 2021.

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Call Center 2021 Contact Center Insurance 52

Team Support

JANUARY 12, 2021

The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives. Download the full report, Customer Support Transformation: The Guide to Essential Practices and Metrics.

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B2B 2004 2021 Download 86

Totango

MAY 5, 2021

Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way. There are a variety of surveys and metrics you can use to measure these different elements. Awarded Highest User Adoption by reviewers on G2 – Spring 2021.

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Measurement Customer Experience Net Promoter Score Effort Score 118

Uniphore

JUNE 9, 2021

Ultimately, the key to surviving and thriving in 2021, and beyond, will be finding creative ways to unleash your human potential. Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX? Automation can improve these grim numbers—when applied holistically.

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Engagement Contact Center 2021 Metrics 98

Daniel Group

NOVEMBER 30, 2022

how to use CX metrics most effectively. His latest book, Winning on Purpose, outlines the Earned Growth Rate metric, a simple metric that allows you to track the revenue you earn from excellent customer experience. Use videos, photos, blogs, and newsletters. – The Daniel Group 2022 Client Conference.

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2022 NPS Net Promoter Score Presentation 98

Centercode

DECEMBER 22, 2020

How to Decrease Beta Testing Costs by 40% (Blog). How Defined Processes Are Shaping Success in 2020 (Blog). Understanding Tester Engagement Through Metrics (Cheat Sheet + Worksheet). How to Increase Your Beta Engagement by 75% (Blog). Tackling the Challenges of Beta Testing in a COVID World (Blog).

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2020 2021 Webinar ROI 75

BirdEye

MAY 3, 2023

In this blog, we’ll share some strategies for setting effective marketing objectives to reach your desired results. Determine the best metrics Whatever S.M.A.R.T. While a key driver of growth, this metric can be difficult to evaluate. and Canada in the second quarter of 2021. But social media isn’t just for direct sales.

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Marketing Social Media Net Promoter Score Measurement 98

Lumoa

APRIL 7, 2022

A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. This blog post will discuss NPS benchmarks and look at why NPS is so essential to overall customer success. For example, the average NPS score in 2021 for the retail sector is 32.9, So, without further ado… Why is NPS important?

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NPS Net Promoter Score Banking CEM 83

ClientSuccess

NOVEMBER 2, 2020

As your team heads into 2021, staying on top of industry trends, innovations, and best practices will be key to maintaining the high level of customer service your accounts now expect while continuing to grow and expand your internal team’s development and education. The ClientSuccess CSM From the Trenches Blog Series.

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Customer Success Chief Customer Officer 2020 2021 70

Lumoa

FEBRUARY 7, 2023

Organizations that analyze and act on their customer behavioral data outperform the market by 85% in sales growth, according to a 2021 study by Microsoft. Most companies today use metrics like NPS, CSAT, and online ratings to gauge customer satisfaction, but they struggle to understand what drives these numbers.

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Customer Centricity Voice of Customer Social Media NPS 169

CX University

MARCH 18, 2024

How to Measure the Success of Hyper-Personalization Companies measure the success of their hyper-personalization efforts through various metrics that demonstrate the value and impact of personalized experiences on customer engagement, retention, and revenue growth. Adobe Business Blog. 2021, November 12). link] MoEngage.

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Customer Experience Retail 2023 2022 52

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. Please register here to attend the event on Monday, October 18, 2021, from 11:00 AM – 12:30 PM ET/8:00 AM – 9:30 AM PT.

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Contact Center White Paper 2021 2022 52

Think Customers

MARCH 28, 2022

According to a Pew Research Center report, “The State of Gig Work in 2021,” 9% of U.S. Measure the right behavior Make sure a gigCX worker’s performance metrics are aligned with the right results. An on-demand model like gigCX, Wright continues, solves some of those challenges by “allowing people to work when they want to work.”.

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Contact Center Effort Score Metrics 2023 105

Lithium

DECEMBER 7, 2021

It’s the last Atlas highlights blog of the year, and I would like to take a moment to thank everyone who continues to be a part of this community. Here is the latest on Atlas you should know about Some blog areas are limited to Khoros customers only. Thursday 12/16/2021 12:01 am PT – Monday 1/3/2022 11:59 pm PT.

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2021 Events 2022 Metrics 52

ViiBE Blog

AUGUST 17, 2021

ViiBE Blog. August 17, 2021. 26 August 2021. 25 August 2021. 24 August 2021. 23 August 2021. What is the purpose of customer experience management? Customer experience. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Natalia Barszcz. Share this article. Share on facebook.

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Customer Experience Management CEM Customer Experience Management 52

Stella Connect

DECEMBER 15, 2021

Source: 2021 Stella Connect by Medallia survey of 2,100 consumers in the US and UK. 3: With declining customer loyalty and increasing customer churn at stake, customer effort is a customer service metric brands can’t afford to ignore. Source: 2021 Stella Connect by Medallia survey of 2,100 consumers in the US and UK.

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Poor Customer Service 2021 2022 Consumers 75

ViiBE Blog

FEBRUARY 28, 2022

ViiBE Blog How can live chat integration with co-browsing improve CX? There are general metrics that are useful for this matter: Time spent on the website – use it to analyze at what point a live chat pop-up should appear. Kelly Dell 28 October 2021 Customer experience How can you build and maintain customer loyalty?

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2021 Download E-support 2022 52

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence.

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Totango

MAY 10, 2022

In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. Engaging decision-makers in discussions about performance goals and metrics provides a transparent, objective basis to demonstrate product value.

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Customer Engagement Engagement Customer Journey Mapping Net Promoter Score 77

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

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Customer Service Contact Center 2022 Magazine 251

Daniel Group

JULY 27, 2023

Issue frequency increased beginning in 2021 but has gone down since. There was a consistent increase in issue frequency from 2015 through 2021. The NPS Metric Consistently Improved Several things stand out from our experience with this group of clients: The NPS growth has consistently improved. Some food for thought!

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NPS Net Promoter Score Customer Experience 2005 52

Daniel Group

JULY 27, 2023

Issue frequency increased beginning in 2021 but has gone down since. There was a consistent increase in issue frequency from 2015 through 2021. The NPS Metric Consistently Improved Several things stand out from our experience with this group of clients: The NPS growth has consistently improved. Some food for thought!

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NPS Net Promoter Score 2005 2007 52

SmartKarrot

JUNE 24, 2021

This can be CS blog communities, CS meetups groups, CS Slack teams, Forums and others. You will also access resources like eBooks, cheat sheets, account behavior formula, blogs, and more that will help you collaborate and learn. It may, however, be tough to find all this wisdom that is spread across the internet.

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2021 Customer Success Leadership Events 17