ShepHyken

MAY 28, 2023

Each week, I read many customer service and customer experience articles from various resources. Publicly held companies that deliver the best customer service and/or are more convenient outperform the stock market, often by a significant margin. Here are my top five picks from last week. It dehumanises them, in a way.

2023 64

2023 Article Customer Service Books 64

CustomerSuccessBox

APRIL 27, 2022

Upselling is crucial for any B2B SaaS business. So, having B2B SaaS upselling strategies is vital for your business growth. Putting an upsell plan in place, knowing the strategies, etc. Let’s walk through this guide to know more about upselling strategies that you need for your B2B SaaS business. It is easy.

B2B 52

B2B Presentation Customer Success Feedback 52

SurveySensum

JANUARY 16, 2024

Hold your horses; You better pay attention to your target market! You develop products that truly cater to consumer needs without wasting money and resources on the non-essentials! Looking to develop new products and kick your business up a notch ? As such, listening to what your potential and regular customers have to say does matter.

Innovation 52

Innovation Feedback Social Media Demo 52

SurveySensum

JANUARY 16, 2024

Hold your horses; You better pay attention to your target market! You develop products that truly cater to consumer needs without wasting money and resources on the non-essentials! Looking to develop new products and kick your business up a notch ? As such, listening to what your potential and regular customers have to say does matter.

Innovation 52

Innovation Feedback Social Media Demo 52

Magellan Solutions

MAY 12, 2022

The relatively low exchange rate of the Philippine peso lets companies stretch their budget and optimize resources. The product development, sales, marketing, and customer service teams must agree on the lead management process, criteria, and benchmarks, as well as set monthly, quarterly and annual goals that they should adhere to.

B2C 40

B2C Call Center Sales B2B 40

ProProfs Chat

DECEMBER 23, 2020

Well, market research firms such as Claritas use these to divide customers into different segments. Once you know how your customers are and what makes them tick, you can plan your marketing and sales strategies better. Feeling lost as to why we are referring customers with such nicknames? What is Customer Segmentation?

Customers 87

Customers Presentation Sales Marketing 87

CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. Plan the best SaaS Retention strategies that ensure customers stay with you for long. Marketers track qualifying leads, which don’t necessarily turn into sales. Focus on lead quality above quantity for marketing teams.

Customer Retention 52

Customer Retention Metrics Seminar B2B 52

CustomerSuccessBox

MARCH 17, 2022

These help CSMs and the customer success team to bring the customer back on track if there has been a deviation from the original plan. These help CSMs and the customer success team to bring the customer back on track if there has been a deviation from the original plan. Customer Success playbooks are one approach to accomplish this.

Customer Success 52

Customer Success Customer Journey Customers Touchpoint 52

ReviewTrackers

JULY 23, 2018

Your business probably has a Facebook Page and a Twitter account. And you have a LinkedIn company page where you’re growing a network of colleagues, employees, customers, partners, and business associates. 7 Social Media Marketing Strategies to Drive Results . 1: Come Up with Your Social Media Game Plan. This is great!

Social Media 63

Social Media Marketing Multi-Channel ROI 63

Comm100

NOVEMBER 2, 2020

Embedded with resources the bank already has set up within the knowledge base, the chatbot can answer frequently asked questions, say, about the minimum requirements for getting a mortgage, or the bank’s available mortgage plans. Let’s explore the top 6 chatbot examples of 2020. A Chatbot to Help Mortgage Applications .

Customer Service 57

Customer Service Banking Healthcare B2C 57

CustomerSuccessBox

MARCH 15, 2022

It allows you to show people that your product is the greatest on the market. Customers that sign up for a free trial are a great marketing target because they’ve already committed to your business enough to sign up and maybe provide relevant information. Some people purchase, while others do not.

Customer Success 52

Customer Success Touchpoint Consumers Customers 52

Customer Alignment

MARCH 2, 2018

We discussed how she could develop a ready-to-go plan of attack for the first 90 days rather than eating up crucial time ‘planning her plan’. Of course, if you are lucky you may be able to begin before Day 0 and get ahead of the plan. The average tenure also lengthened from 23 months in 2009 to 34.5

Chief Customer Officer 99

Chief Customer Officer Customer Experience Roadmap Workshop 99

BirdEye

NOVEMBER 14, 2023

If you want your business to stand a chance in today’s market, you need your customers to sing your praises, both in real life and in the digital realm. Google Business Profile Google is the go-to review resource for many consumers. Online reviews can make or break your business. That may sound a bit overdramatic, but it’s the truth.

Financial 59

Financial Banking Social Media E Commerce 59

ProProfs Chat

SEPTEMBER 28, 2018

More than 50% of Americans have given up on a planned purchase or transaction because of bad customer service. After all, no one in the competitive market can afford to lose its customers. Sue Duris Director of Marketing & CX at M4 Communications, Inc. Well, the answer to all the above questions is – yes. Tweet this.

B2B 106

B2B Consumers Communication Sales 106

Education Services Group

JUNE 18, 2019

What this means is that small businesses are an enormous opportunity for any B2B software as a service (SaaS) business. But how do you scale your B2B offerings to a smaller customer? Focusing on Customer Success will also help you acquire new customers at a much lower cost per acquisition (CPA) than traditional sales and marketing.

B2B 40

B2B Customer Retention 2018 Customer Success 40

Influitive

JANUARY 15, 2016

What would you do if you only had 24 hours to create a complex B2B marketing campaign that involved your entire team? During this planning meeting, every team member pitched a campaign idea that had to include a job for each member to take on. Marketing team’s feelings: Optimistic.

B2B 68

B2B Marketing Social Media Multi-Channel 68

Kayako

SEPTEMBER 3, 2015

Everyone seems to be doing webinars at the moment, with a reported 60% of B2B marketers including webinars in part of their content marketing efforts this year. This post details how we planned the webinar, how we ran it, what we did when it was over, and what we learned from the whole process. We wanted in on the action.

Webinar 106

Webinar Books Blog Presentation 106

Hero Digital

OCTOBER 5, 2019

When you think about B2B campaigns, what comes to mind? From launching new products to building out marketing campaigns, savvy B2B marketers know there’s a business with a problem behind every purchase. The best B2B marketers build their messaging and marketing campaigns around solving those problems.

B2B 40

B2B Touchpoint White Paper Multi-Channel 40

Magellan Solutions

OCTOBER 26, 2015

The relatively low exchange rate of the Philippine peso lets companies stretch their budget and optimize resources. The product development, sales, marketing and customer service teams must agree on the lead management process, criteria and benchmarks, as well as set monthly, quarterly and annual goals that they should adhere to.

B2C 60

B2C Call Center B2B Sales 60

ClearAction

SEPTEMBER 29, 2016

ClearAction and Marketing Future Forum help you center your business on customers, to accelerate and sustain growth. For marketing teams, Marketing Future Forum is collaborative platform with a suite of tools and services that help drive velocity and opportunity metrics. You end up with a mini-plan to apply in your job.

Customer Experience 66

Customer Experience Customer Experience Professionals ROI B2C 66

ChurnZero

FEBRUARY 7, 2020

72% of Customer Success roles are in the Software & IT industry with other top hiring industries including Internet, Marketing, and Finance. billion dollar market. billion dollar market. The subscription e-commerce market has grown by more than 100 percent a year over the past five years.

Customer Success 64

Customer Success E Commerce 2020 E-support 64

LiveChat

SEPTEMBER 23, 2016

Over the past few years, the basic process of planning a marketing strategy has been more or less the same, with only a few minor tweaks brought about by advanced tools and newer (digital) communication channels. Let’s first briefly understand how the marketing strategy is planned.

Marketing 57

Marketing Multi-Channel Events Communication 57

Kayako

JANUARY 24, 2018

Will AI and bots create friction or free up resources for teams? Self-service will become a form marketing. Customers hate putting in effort to get problems resolved. We’ve all been through a customer service experience that’s required more effort than we thought was possible. Does this sound familiar?

Customer Centricity 83

Customer Centricity 2018 Customer Service Customers 83

Survicate

APRIL 3, 2018

They were used mainly as customer support groups or marketing campaigns and sales tools. They are a shining example of a B2B community that actually works. It was them that wanted to talk about their experiences, marketing and HubSpot itself. HUGs serve as one of the resources offered by HubSpot.

Events 61

Events Workshop Presentation Sales 61

Gainsight

JUNE 23, 2020

Looking back now, it’s hard to believe that 2020 kicked-off just like any other event year in the fast-paced world of B2B SaaS. . They introduced me to a hospitality lawyer that would eventually help and guide me and my VP of Corporate Marketing, Lauren Sommers through the tough conversations we were about to face with our venue and hotels.

Events 88

Events Demo Hotels Connections 88

delighted

MARCH 24, 2020

Staffing requirements get evaluated, product roadmaps further prioritized, tools cut, and marketing spend trimmed. In this two-part post, we’ll walk through examples of ways to improve your customer experience to retain the customers you already have, even when resources are strained. Show and act with empathy.

Customer Retention 42

Customer Retention Customer Experience Document NPS 42

ChurnZero

APRIL 5, 2019

Recommendations for Developing Compensation Plans for CSMs. This is one way to gain executive buy-in and secure the resources you need to build your team. This week , we hosted a RYG Leadership Hour in Atlanta. RYG, which stands for red, yellow, green, (health scores) is all about your customers a nd their success. SuccessHacker.

Customer Success 40

Customer Success Customer Centricity Leadership Webinar 40

ChurnZero

MARCH 3, 2020

While the majority of the attendee base are CEOs and C-level Marketing and Sales roles, Customer Success professionals make up 10% of the audience, and they have a track of sessions dedicated to the practice. SaaStock North America is an actionable conference for growth stage B2B SaaS founders, executives, and investors.

2020 72

2020 Customer Success Events Workshop 72

Help Scout

JUNE 5, 2019

But building a customer-centric marketing strategy for your business can be difficult. The good news is that putting in the work to deliver customer-centric marketing pays off. Keep reading to learn how you can create a winning customer-centric marketing strategy to build more meaningful, long-lasting relationships with your customers.

Customer Centricity 40

Customer Centricity Marketing Leadership Customers 40

BirdEye

APRIL 24, 2023

Digital marketing is a powerful way to connect with your customers and grow sales. From the exciting growth of social media to the importance of data analytics and artificial intelligence (AI), today’s digital landscape presents an abundance of opportunities for marketers to connect with customers like never before.

Marketing 93

Marketing Social Media B2C Advertising 93

delighted

JUNE 28, 2019

As Cassie Layton, Head of Marketing at Happy Returns , says: “The NPS program is the most immediate and comprehensive ‘eyes and ears’ we have for understanding customer satisfaction.”. For instance, B2B product development tools that offer in-app surveys can gather feedback from some of your audience, but far from all.

NPS 57

NPS Customer Experience Net Promoter Score Feedback 57

GetFeedback

JANUARY 19, 2020

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. . Cleanliness. Staff & service. Amenities.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Amity

JULY 12, 2018

But, in B2B, purchasing new software involves higher management and interrupts a team’s regular workflow. ” Not having the right resources is also a good reason not to implement a CS system just yet. When you’re in a store, the process from browsing to buying is pretty unremarkable.

Customer Success 60

Customer Success B2B Customers B2C 60

SmartKarrot

JULY 27, 2022

A healthy relationship with the customers – is the success mantra for B2B SaaS businesses. Contribute to engagement ideas on the company’s social media pages. Contribute to engagement ideas on the company’s social media pages. This is where customer engagement managers enter the scene. . They include –.

Customer Engagement 10

Customer Engagement Engagement CEM Management 10

SmartKarrot

MARCH 28, 2022

While digital marketing still holds a lot of relevance, several other marketing strategies have emerged. For instance, there is influencer marketing – one of the most popular techniques of marketing today. This makes influencer marketing a huge hit. This makes influencer marketing a huge hit.

2022 10

2022 Marketing Social Media B2B 10

BirdEye

NOVEMBER 30, 2022

You’ll be able to develop a solid plan with clearly identified goals and post stellar content to meet those goals seamlessly. We’ll explain how to plan your content strategy, the best ways to reach your followers, and how to reach the results you want to see. Plan your content 5. with your goals 2. Define your target audience 3.

Social Media 52

Social Media B2C B2B Measurement 52

Kustomer

APRIL 15, 2021

As history shows, greater difficulty in customer experience interactions leads to greater amounts of negative word of mouth marketing and upset customers. In this episode, they discover what the research indicates and how leaders can utilize the data to their advantage. Listen to the full episode to learn more.

Contact Center 92

Contact Center Call Center Travel Insurance 92