GetFeedback

DECEMBER 26, 2018

Business is built on customer relationships, and brand perception sets the tone. Customers’ combined interactions with your business or product contribute to their overall brand perception too. All of these interactions, combined with the messaging you control, make up a customer’s brand perception. Research shows there are 2.1

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

ChurnZero

APRIL 15, 2022

Like a magician flexing their psychic power, pinpointing the most ideal time to present your customer with an expansion opportunity can’t be left to intuition. But knowing when customers are primed for expansion isn’t always obvious. Customers pay for licenses upfront before they can use the product.

ROI 98

ROI Presentation Metrics Sales 98

Totango

MAY 17, 2021

Product engagement tells you how actively customers are using your product or platform. Product engagement refers to how and how often customers use your products. It encompasses several key elements: Which features customers use. How many of your features your customers are using. Product stickiness.

Engagement 62

Engagement Management Metrics Measurement 62

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Teaming leaders from each of these functions to focus on a respective industry, these “pods” work together to build deep knowledge and vertical expertise.

Sales 89

Sales NPS Customer Journey Customer Success 89

CustomerSuccessBox

JUNE 24, 2022

This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue. This blog will walk you through some genuine reasons why you should not miss out on investing in Customer Success. Why you should invest in Customer Success? Customer Success is a core growth driver.

Customer Success 52

Customer Success Metrics Customer Retention Customers 52

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Customer Success 103

Customer Success Touchpoint Customers Insights 103

CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Customer Onboarding. Customer Onboarding- How to prevent drop offs.

Webinar 52

Webinar Customer Retention B2B Customer Success 52

Totango

APRIL 1, 2022

When it comes to creating winning customer experiences, consistency is key. Your customers should experience the same level of quality from your company at each stage of their journey and from each department in your organization. With Totango’s Customer Experience Canvas , your entire company can collaborate in one shared workspace.

Customer Experience 118

Customer Experience Customer Journey Customers Customer Success 118

SuiteCX

FEBRUARY 18, 2021

Built-in sticky note packs! Whiteboarding is just one tool in the huge box that is customer experience design. Simply resting at the two-dimensional representation of the customer journey, however, is tantamount to getting the job only half done. And you can have a whole slew of people collaborate and put stickies on the board.

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Workshop Banking 2020 2014 59

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. Let’s get started. Financial Metrics.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

One Millimeter Mindset

SEPTEMBER 5, 2018

How are your best value added customer experience efforts sabotaged, both pre- and post-sale? What you do, when you are not actively selling, engineering, coding and serving, adds value to each customer’s experience of how it is to work with you. Instead, value added customer experience becomes your responsibility. .

Customer Experience 96

Customer Experience Workshop Customer Retention Sports 96

Team Support

JULY 22, 2020

Now that we’ve reviewed four elements of B2B customer support excellence and the strategic business impact of each in Part 1 of this blog series—profit contribution, brand reputation, efficiency, effectiveness—let’s take a look at goals and action items that will get you there. And the likelihood that they will renew?

B2B 52

B2B NPS Customer Relationship Management Customer Relationships 52

Education Services Group

MAY 6, 2021

. #1 Don’t conflate Customer Success with Customer Service. Practitioners of Customer Success will understand the biggest difference here is reactive versus proactive. Customer Service (also known as Customer Support) is reactive in nature – this is who you contact when you have a problem or things go wrong.

Customer Success 92

Customer Success Sales Social Media Reference 92

Totango

NOVEMBER 10, 2021

There is no one-size-fits-all formula for designing customer success compensation plans. It is great to reward your employees for driving growth, however, putting too much focus on revenue generation could drive your CS team to be focused more on sales than success, which can be off-putting to your customers. Expansions & Upsells.

Net Promoter Score 84

Net Promoter Score NPS Sports Customer Success 84

BirdEye

DECEMBER 8, 2023

In this blog post, we’ll uncover the essentials of corporate reputation management and teach you how it impacts your online presence. Customer satisfaction: This is about how well your company meets the needs and expectations of your customers. Table of contents What is corporate reputation?

Management 115

Management Social Media Brands Consulting 115

Totango

JANUARY 6, 2022

If you’ve been following along in our series about burnout and mental health in customer success, then you already know how to spot signs of burnout on your CS team and ways to help fight burnout as a CS leader. Stress happens in customer success, but utilizing the right tools can help. Manage CS Stress with the Right Tools.

Customer Success 86

Customer Success Management Blog Customers 86

Totango

NOVEMBER 10, 2021

There is no one-size-fits-all formula for designing customer success compensation plans. Because of this, customer success compensation structures have evolved over the past several years to be more heavily focused on bonuses and other incentives like stock or equity options. Let’s take a look at four important factors. .

Net Promoter Score 74

Net Promoter Score NPS Sports Customer Success 74

One Millimeter Mindset

AUGUST 1, 2018

Customer success storytelling leverages customer experiences. These stories portray the actual experiences an organization’s own customers have, when working with that organization. How can organizations capture their customer success stories ? Customer success storytelling is about the customer-as-hero’s tale.

Customer Success 50

Customer Success Customer Experience Workshop Customer Retention 50

Gainsight

JUNE 28, 2021

A key part of this strategy is to build and use customer health scores, a functionality Gainsight created in its own customer success platform for all its customers. While scoring based on product adoption is used by many companies, that alone is not enough to get a holistic health of your customers.

Measurement 59

Measurement ROI Demo Customers 59

Gainsight

SEPTEMBER 22, 2023

Digital customer education has traditionally been tied to the post-sale stages of the customer journey—think onboarding and ongoing product adoption. Here’s how to win more business with digital customer education —and how it can help you stand out from the crowd in the increasingly complex business world. Very little.

Competitive Advantage 52

Competitive Advantage Leadership Webinar NPS 52

Totango

JUNE 1, 2021

Customer Success software helps your enterprise understand what matters to your customers. Being able to use your customer success data will enable you to better connect with your customers. It all starts with knowing how to gather customer insights and properly leverage that data.

Customer Insights 69

Customer Insights Insights Touchpoint Metrics 69

Optimove

DECEMBER 14, 2020

To know how you should communicate with your most valuable customers, first, you must identify them. We’ll tell you right off the bat; they should be the ones in your Active Customer segment. From the video: Who are your active customers, and how do you segment them? Compare recent activity to the customer’s activity history.

Engagement 52

Engagement Measurement Brands Marketing 52

Beyond Philosophy

MARCH 17, 2022

People ask me a lot if there is a difference between experiences and creating customer loyalty when you are a business-to-business (B2B) organization as opposed to a business-to-customer (B2C) one. We have a client that is interested in creating more stickiness or more loyalty to his own B2B clients.

Banking 78

Banking B2C B2B Loyalty 78

Upstream Works

SEPTEMBER 30, 2021

The term “customer experience” (CX) has gained considerable currency recently, and in many ways has displaced “customer service” as the focal point of the contact center. The current state of customer experience is more challenging. Think Beyond the Contact Center.

Contact Center 78

Contact Center E Commerce Omnichannel Social Media 78

Customers That Stick

DECEMBER 4, 2014

How will you inform customers of changing store hours? Can you augment your parking if needed to accommodate customers? Preparing for the season’s challenges ahead of time is the best way to make sure that increased traffic does not result in increased customer service issues. Do you have adequate labor? No shock here.

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2014 Customer Service Blog Information 124

Kerry Bodine

JUNE 23, 2015

Back in May, I presented a webinar called “ 10 Ways To Use Customer Journey Maps ” as a part of Qualtrics ’ CX Week. In this three-part blog series, I’m answering all of the great audience questions from the webinar. Who should be involved in customer journey mapping workshops? You can download the slides here.

Customer Journey Mapping 69

Customer Journey Mapping Workshop Customer Journey Webinar 69

CustomerSuccessBox

APRIL 18, 2022

While in the subscription economy, where the prime growth center lies in the customer success effort of the business. Most SaaS businesses fail to align the Product and Customer Success teams to drive great experiences and outcomes. Why Aligning Product and Customer Success Is important? It is not based on guessing or doubts.

Customer Success 52

Customer Success Customer Journey Roadmap Customers 52

GetFeedback

FEBRUARY 15, 2019

Interested in learning more about your customers so you can improve products, enhance customer experience , and ultimately drive growth? Net Promoter Score is a trusted measure of customer loyalty. It can help companies understand their audiences by quantifying customer sentiment toward products and services.

Net Promoter Score 150

Net Promoter Score NPS White Paper Feedback 150

Customer Enthusiast

MAY 27, 2015

In the book Made to Stick by Chip Heath and Dan Heath, the authors propose Six Principles of Sticky Ideas that contribute to a message being remembered as opposed to overlooked, disregarded, or forgotten. Those principles are: simplicity, unexpectedness, concreteness, credibility, emotions, and stories. Don’t settle for ordinary.

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Presentation 2004 Books Definition 83

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” This idea was revolutionary in that day, but today, the business world has more or less accepted that emotions are a significant part of interactions with customers. Sure, but….what

Measurement 174

Measurement Management Net Promoter Score 2002 174

Optimove

SEPTEMBER 7, 2020

It is a great tool to create loyalty and promote stickiness. We found with the Don’t examples that you might have a good response rate, like customers meeting these requirements and receiving the benefits, but they’ll often come… and then they’ll go. From the video: What Is Gamification.

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Loyalty Programs Loyalty Marketing Engagement 52

ClientSuccess

MAY 8, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. Customer Success Health Metrics.

Metrics 59

Metrics Customer Success E-support Net Promoter Score 59

Stella Connect

OCTOBER 4, 2021

Customer Service Appreciation Week is here. 6 Customer Service Appreciation Week Gift Ideas. 6 Customer Service Appreciation Week Gift Ideas. With a custom gift box, your team members can choose nine healthy food items to be delivered to their home and, when in doubt, Daily Harvest has gift cards available as well. . #5:

Wireless 52

Wireless Customer Service Call Center Connections 52

Gainsight

MARCH 21, 2019

The natural tendency of customers and vendors is to drift apart, not closer together. Let’s say it another way: The natural tendency of all your customers is to churn. Every ex-customer is just another lead for a new sale. You have to do something to retain and expand customers. But is that true? What happens?

ROI 78

ROI Webinar Return on Investment Customers 78

Beyond Philosophy

MAY 7, 2020

Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. They give things to new customers only. Instead, they would say they wanted loyal customers.

Customer Centricity 175

Customer Centricity Consulting Transportation Sports 175

Totango

FEBRUARY 5, 2021

Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors.

Customer Success 72

Customer Success Net Promoter Score Presentation Financial 72

Beyond Philosophy

SEPTEMBER 10, 2020

As the usability interface worsened, I started to make excuses for them as a loyal customer. When we talk about Cognitive Dissonance objectively, it indicates a stickiness where we want to hold onto our beliefs. It creates a conflict for customers, which is terrible for your customer-facing employees on the front lines.

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Sports Leadership Books Consulting 183