Integrity Solutions

SEPTEMBER 28, 2023

It’s never been more important to understand your customers and what they value. It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses.

Customer Service Training 110

Customer Service Training Customer Service Contact Center Culture 110

Kustomer

JUNE 17, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Laurent Pierre from Microsoft Azure to learn the secrets to making a CX team valuable. Guiding Customers to Solutions Using Empathy. Employee Experience: The Missing Ingredient.

Sales 99

Sales Employee Experience NPS Banking 99

Kustomer

APRIL 7, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by Peter Fader to discuss the different types of customers and how to have customer centricity. He also consults and works in many different markets, from telecommunications to financial services.

Customer Centricity 64

Customer Centricity Net Promoter Score Books Metrics 64

Gainsight

MARCH 1, 2021

Today, we are sharing lessons from Sam Johnson, Chief Customer Officer of Jamf , and Ben Michael, their Director of Customer Success. According to Forbes, it is considered one of the top 25 Apple-related brands. Sam: We first thought about the ideal customer experience. Nick: Amazing. Nick : That’s interesting.

2020 52

2020 2015 Chief Customer Officer Customer Success 52

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. 13:20 – Nick shares his blog post about the four-step playbook for reopening with your customers.

Customer Success 85

Customer Success Books Customers Chief Customer Officer 85

Kustomer

SEPTEMBER 3, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe is joined by Nate Brown to discuss the effects of COVID-19 on businesses and how companies need to adapt to them. Customer service is still a relatively new department and career path. The Need for a CX Change Coalition.

Marketing 52

Marketing Effort Score Metrics Loyalty 52

Kustomer

APRIL 9, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by John DiJulius of The DiJulius Group to discuss customer loyalty, growth preparation, and employee management. However, most of his time and attention goes to The DiJulius Group, a customer experience consulting firm.

Loyalty 59

Loyalty Airlines Leadership 2021 59

Kustomer

MARCH 12, 2020

In this episode of Customer Service Secrets , Gabe Larsen is joined by Matt Dixon to discuss creating an effortless experience for customers. Matt worked for a profit think tank and currently works at a company called Tethr, an AI platform that helps customers understand and interpret data.

2010 52

2010 Customers Multi-Channel Net Promoter Score 52

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

2020 132

2020 Customer Experience Magazine Consulting 132

Kustomer

AUGUST 6, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe is joined by CloudTask CEO, Amir Reiter, and VP of Marketing, Tom Jenkins, to discuss outsourcing and how to adapt in today’s dynamic markets. Understanding your team and culture will help increase the desire to understand the customer.

Customer Service 52

Customer Service B2C B2B Sales 52

Kustomer

FEBRUARY 18, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by John Timmerman to talk about operationalizing the customer experience. John currently serves as Vice President of Operations at Mercy , providing exceptional customer and patient service.

Hotels 59

Hotels Customer Journey Mapping Culture Leadership 59

SmartKarrot

FEBRUARY 15, 2022

A look back at the past few years reveals the many significant changes in the world of customer service. The credit for these changes goes to the customer service experts who helped redefine the industry. This will help you stay up to date with the trends and best practices of customer service.

2022 10

2022 Customer Service Social Media Customer Centricity 10

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Anika Zubair.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

Grade.us

NOVEMBER 19, 2019

Even more significant than these numbers is the fact that customers spend a tremendous amount of time on the site. 25% of all shopping time is spent on TripAdvisor. 76% of their visitors are 25 to 64 years of age. Imagine you’re a customer. Determining your TripAdvisor business goals. Goal tracking via TripAdvisor.

Hotels 31

Hotels Travel Books Advertising 31

Kustomer

JULY 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe and Vikas are joined by Darryl Addington from Five9 to learn about integrating cloud support and AI into the CX space. What would the world be like if AI were to be completely integrated into business practices?

Contact Center 98

Contact Center Consumers Technology Innovation 98

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Kustomer

OCTOBER 4, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Rose Wang and Dan Watkins from Forethought to learn the secrets to successfully incorporating AI in CX. Customers don’t have time for that anymore and frankly, neither do your agents.

Contact Center 105

Contact Center Omnichannel Consumers Article 105

Currency Alliance

DECEMBER 20, 2022

This is caused by many factors beyond the scope of this article, but the result is that customers are more conscious about value, and companies are focusing more on cost control. Until a few years ago, brands would have reacted to an uncertain economy by cutting services that deliver customer value. More on this below.

2023 52

2023 Loyalty Innovation Loyalty Programs 52

Retently

MARCH 18, 2019

Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers. After all, brands with high customer retention are usually companies with high NPS score.

Net Promoter Score 133

Net Promoter Score NPS Customer Retention Loyalty 133

Retently

SEPTEMBER 17, 2018

Apple’s customer satisfaction and loyalty have been growing steadily over the years, reflecting the way consumers view the brand. Because NPS is related to a company’s growth and customer retention levels. And if they do the latter, it’s safe to assume those people are loyal customers. In 2007, its NPS was a respectable 58.

NPS 113

NPS Net Promoter Score Loyalty Omnichannel 113

Russel Lolacher

AUGUST 29, 2022

He’s a senior manager of customer support. Amwell, he is the chairman of the board of HDI which named him a top 25 thought leader in IT service and support and customer experience. Why organizations should embrace neurodivergent leaders. Why embracing neurodivergency is hard for some organizations. Hello, Doug.

Leadership 59

Leadership Innovation Call Center Connections 59

Comm100

NOVEMBER 23, 2020

Customer service isn’t just about your team having the right attitude and training. For your customer support to be great (or even just functional) in 2020, you need the systems to back it up. Your customer help desk software keeps incoming queries from falling through the cracks by turning them into easily manageable tickets.

2020 52

2020 Omnichannel Multi-Channel Social Media 52

Kustomer

AUGUST 13, 2020

Andrea and her team went out and surveyed CX professionals across a variety of industries to understand how COVID-19 is affecting customer service organizations and how they are adapting to these challenging times. One of the first data points discussed is the 17% increase of customer service inquiries for all channels.

Customer Service 52

Customer Service Customers Contact Center Consumers 52

Kustomer

JUNE 11, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Omar Pera, CEO at Reply AI, joins Gabe Larsen to discuss how to use artificial intelligence to make customer service faster and smarter. Instantaneous is the Expectation of the Customer. Omar’s background is in solar engineering.

Customer Service 52

Customer Service Customers Download 2015 52

Call Experts

FEBRUARY 25, 2021

Missed calls are complicated for everybody involved. Because of this, availability is an essential concept your customer journey must address. Contact center services ensure that you never miss out on opportunities to acquire brand-new clients while providing fantastic customer service.

Contact Center 52

Contact Center Consumers Technology Brands 52

Kustomer

OCTOBER 15, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Brad Birnbaum , Lauren Pragoff , and Matt Dixon in a virtual summit to discuss developing customer loyalty through achieving effortless customer experiences. Guiding Customers Through Proper Channels.

Management 52

Management Technology Customer Service Communication 52

Experience Matters

APRIL 7, 2015

In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. 1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey.

2015 97

2015 Multi-Channel 2014 CEM 97

2020 Research

NOVEMBER 22, 2022

Marketers must find creative ways to understand their customers in order to remain competitive. Considering a custom market research approach. In this new era, brands will have to get creative and go back to their roots when it comes to gathering intel on their existing and prospective customers. Key Takeaways: .

Webinar 52

Webinar B2B Marketing Consulting 52

Grade.us

OCTOBER 18, 2018

They're not excited about the ins and outs of your service offerings. Your pitch needs to be amazing. Not good or even great but consistently amazing. How do you create an amazing pitch each and every time? Creating amazing pitch is simple, if you have the right ingredients. An amazing pitch is offensive.

Management 42

Management Consumers Social Media Information 42

Gainsight

AUGUST 10, 2020

Imagine how excited I was last year when Gainsight and over 60 of the top Customer Success executives in the world decided to pay us a visit for the 2019 Pulse CxO Summit. If you think it sounds like an amazing experience—well, it is. Role Clarity: We find ourselves in a unique space where customer strategy has never been so important.

Leadership 59

Leadership 2020 Events Customer Success 59

Currency Alliance

OCTOBER 29, 2019

If 74% of consumers choose a store based on their loyalty program, then why do few loyalty programs have more than 25% of their customers participating? Customers are interested in earning a meaningful amount of value, but the value they receive does not meet minimum expectations – so people quit. The answer is simple.

Loyalty 40

Loyalty Loyalty Programs Hotels Airlines 40

Currency Alliance

MAY 19, 2021

Modifying legacy loyalty technology, to enable consistent and relevant engagement across the expanding number of customer-facing platforms, is becoming cost-prohibitive. Enhancing the value customers obtain, without increasing your costs. Managers have little time to become technology experts. This article has three sections.

Loyalty 52

Loyalty Touchpoint Loyalty Programs Social Media 52

SmartKarrot

JANUARY 20, 2022

Software-as-a-Service (SaaS) businesses use a cloud-based technology distribution model to deliver software. We have profiled a list of the top 25 SaaS companies in the UK. TransferWise, a well-known FinTech company in the UK, is an online money transfer service that allows users to send and receive money abroad.

Hotels 10

Hotels Social Media Advertising Transportation 10

Grade.us

MARCH 3, 2020

This data means Zillow knows your customers better than you do. Reading Time: 19 minutes. When people are looking for a realtor to help them buy a house, chances are they’re visiting Zillow and reading your Zillow reviews. When it comes to the world of real estate, they’re a powerhouse. The bad news? The good news? Buyers spend 4.2

Advertising 27

Advertising Sales 2019 Social Media 27

Grade.us

DECEMBER 10, 2019

When it comes to local, Google My Business needs no introduction. Google My Business is the primary digital marketing channel for local businesses (and trust us, Google reviews matter to local businesses). There’s no dispute. In fact, Mike Blumenthal of GatherUp was prescient when he said that “Google is the new homepage.”

Books 30

Books Download Hotels Insights 30