TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? How’s that for a few spicy thought starters? 80% of net revenue comes from the customer base. We hope so!

Customer Success 97

Customer Success Customer Journey Mapping 2023 Customer Journey 97

Totango

SEPTEMBER 22, 2023

we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. And, that growth comes from consistently and quickly delivering customer value. Announced during our flagship event, Totango Live!

Multi-Channel 113

Multi-Channel 2023 Customer Success Omnichannel 113

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Customer Success 99

Customer Success Customer Journey Mapping 2024 Automotive 99

Interactions

MARCH 28, 2024

Is it possible to navigate the strategic crossroads between pursuing quick wins and aiming for game-changing nirvana? Dive in as this blog addresses the complexities of achieving excellence in CX within organizations, focusing on the dichotomy between pursuing quick wins versus investing in transformative, long-term innovations.

Contact Center 62

Contact Center Innovation Consumers Interaction 62

ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor.

Blog 101

Blog Demo Competitive Advantage Insurance 101

Call Experts

OCTOBER 12, 2023

This simple statement underscores the importance of genuine human interaction, especially regarding customer service. In this blog, we’ll explore the intricacies of call routing, its significance in modern customer service, and how it can enhance the customer experience.

Customer Satisfaction 105

Customer Satisfaction Connections Exceptional Customer Service Technology 105

Totango

OCTOBER 18, 2023

Leader” in the Grid® Report for Customer Success Software and “Leader” in Grid® Report for Customer Data Platform are two of our favorites and clearly demonstrate our commitment to driving customer business results. Totango accelerates revenue retention and customer growth Last month at Totango Live! ,

2023 101

2023 Customer Journey Mapping Customer Journey Customer Success 101

Call Experts

APRIL 8, 2024

This simple statement underscores the importance of genuine human interaction, especially regarding customer service. In this blog, we’ll explore the intricacies of call routing, its significance in modern customer service, and how it can enhance the customer experience.

Customer Satisfaction 52

Customer Satisfaction Technology Connections Exceptional Customer Service 52

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Lithium

APRIL 2, 2024

If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Sign up today !

2024 52

2024 Webinar Roadmap Events 52

ShepHyken

AUGUST 16, 2019

This week we feature an article by Michelle Jarsen who shares seven ways your support team can learn and practice essential communication skills. It’s crucial that your support team learns and practices new ways of exchanging information and ideas. Communicating clearly and effectively is key when working with customers.

Communication 87

Communication Blog Books Article 87

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing. Shep Hyken. Positivity.

Blog 83

Blog Customer Service Customer Service Representative Customer Service Training 83

ClientSuccess

FEBRUARY 14, 2023

Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. Customers want to feel heard, understood, and supported – and empathy helps customer service teams meet those needs.

Customer Success 80

Customer Success Customer Journey Mapping Customer Confidence Blog 80

Gainsight

FEBRUARY 8, 2024

In the ever-evolving landscape of SaaS, Customer Success (CS) teams are facing a paradigm shift. Once primarily focused on customer satisfaction and retention, CS teams are now being called upon to think more commercially and demonstrate their direct impact on business revenue. So how do you get there?

Customer Success 52

Customer Success 2024 Touchpoint Financial 52

Magellan Solutions

AUGUST 23, 2023

The marketing landscape is changing due to the evolution of Artificial Intelligence (AI). AI has transformed marketing strategies and is a powerful tool. Over time, machine learning algorithms allowed for more advanced customer segmentation and personalization. It enables advertisers to assess customer feedback.

Marketing 98

Marketing Social Media Advertising ROI 98

Gainsight

MARCH 1, 2024

In the dynamic landscape of Customer Success (CS), where relationships and outcomes intersect, the voices of female leaders are increasingly shaping the trajectory of the industry. In this blog, we asked four remarkable female leaders in CS about their predictions and foresight into the future of this pivotal field.

Customer Success 59

Customer Success Chief Customer Officer 2002 2014 59

Kustomer

JUNE 27, 2022

In a post-pandemic world, consumers have undergone an inadvertent shift in mindset and expectations surrounding customer experience (CX). Today’s consumer, as a result, finds great benefit in a hybrid customer experience that combines the spark of human communication and the convenience of sophisticated digital assistance.

Consumers 104

Consumers Customer Experience Social Media Poor Customer Service 104

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

2024 52

2024 Customer Success 2023 Leadership 52

Comm100

MARCH 21, 2023

With more options than ever before for customers, switching brands is easy. Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. Live chat software has become increasingly popular within customer service, and for good reason.

Customer Service 67

Customer Service Omnichannel Customer Satisfaction Social Media 67

BirdEye

MARCH 4, 2024

Your brand’s online success depends on the platforms you choose to engage with your audience. But how does one navigate the often intimidating task of changing a Facebook Page’s name, especially in 2024, where Facebook’s algorithms and policies have evolved? Let’s get started! Go to facebook.com Step 2.

Social Media 64

Social Media Reference Brands 2024 64

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Then we’ll consider the benefits of using success playbooks. What Is a Customer Success Playbook?

Customer Success 86

Customer Success Customer Journey Customers Customer Retention 86

Gainsight

JULY 31, 2023

In the digital age, customer experience is the bedrock of a successful business, and companies are continuously seeking innovative ways to engage and support their customers. One such trailblazer in the realm of customer-centricity is Sonos, the world’s leading sound experience company. Solsø Korsgård says.

Customer Centricity 52

Customer Centricity Webinar Innovation Engagement 52

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 105

Contact Center Call Center 2027 Customer Satisfaction 105

ShepHyken

MARCH 15, 2019

This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. When you think about how to provide excellent customer service, chances are facilities management might not be the first thing that comes to mind.

Blog 75

Blog Customer Service Management Retail 75

Daniel Group

NOVEMBER 30, 2022

how does better CX improve business outcomes and 2.) how to use CX metrics most effectively. All are B2B companies generally selling and supporting complex and expensive products. a referral from a satisfied customer or an existing customer who does not “shop” because of service and product quality).

2022 98

2022 NPS Net Promoter Score Presentation 98

Lumoa

FEBRUARY 14, 2024

The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. This is because CX involves many factors that are outside your direct control.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority. What is B2B Customer Experience?

B2B 107

B2B Customer Experience B2C Net Promoter Score 107

ChurnZero

APRIL 5, 2022

This is a guest post by Paula Naba , director of Customer Success at Northpass. Did you know that 32% of customers stop doing business with a brand they love after only one bad experience? How about this: customer-centric companies are 60% more profitable than companies that don’t focus on customers.

Customer Success 98

Customer Success Customers 2022 Customer Centricity 98

LiveChat

MAY 25, 2018

4 years ago, I was given the challenge to write my first article for the LiveChat Blog. The subject of the post was supposed to be about customer service. What came to my mind was that customers behave like kids sometimes. You can’t compare customers to kids! First of all, we’re all customers. Why would they?”

Blog 66

Blog Social Media Article 2017 66

Lumoa

JANUARY 24, 2024

If you have, you must know how exhausting it can be to get help with the simplest of requests. I remember spending over 40 minutes trying to get change for a €20 bill in Paris until a kind stranger finally understood what I was asking for. Just like a hapless tourist, customers are eager to share details of their experience.

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 52

Contact Center Call Center 2027 Customer Satisfaction 52

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform.

Innovation 115

Innovation Customer Success NPS Reference 115

Beyond Philosophy

JANUARY 11, 2024

Today, let’s look at seven ways you can change habits to improve your return on investment. Customers have habits. So, if your customer is habitually buying your competitive product or service, how do you change that? If you want to change habits, the most effective way is to disrupt that cue.

Return on Investment 89

Return on Investment Insurance Hotels Customers 89

BirdEye

OCTOBER 11, 2023

Customer experience is much more than just a buzzword, especially in the insurance industry. And that is why it is time to understand the factors contributing to customer experience in the insurance industry. This blog post explores the importance and methods of delivering an exceptional customer experience to your clients.

Insurance 111

Insurance Customer Experience Social Media Omnichannel 111

Feedbackly

SEPTEMBER 26, 2023

Customer experience reflects the relationship that a business co-creates with its customers. If brands are to remain competent and foster a unique relationship with their clientele, they have to adapt to the changing trends in CX. Data-Driven Emotional Understanding Customer emotions could seem difficult to measure.

Management 98

Management ROI Touchpoint Roadmap 98

SurveySensum

NOVEMBER 28, 2023

If you did, then this blog is for you and everyone who struggled with What to do with this feedback? How to analyze it? How to make it actionable? And how to respond to the customers? But how to rectify it and utilize customer feedback to its true potential? Look for recurring themes or sentiments.

Automotive 52

Automotive NPS Feedback Touchpoint 52