ShepHyken

MARCH 22, 2019

who argues that digital transformation is bringing customer experience to an entirely different level. Communities were smaller, shopping was local, and technology wasn’t there to either help or confuse the customer. However, I would argue that digital transformation is bringing customer experience to an entirely different level.

Blog 109

Blog Customer Experience User Experience Technology 109

CloudCherry

SEPTEMBER 11, 2019

In this week’s ‘Sweets of CX’ Podcast , it’s all about the Employee Experience and the direct correlation it has with Customer Experience. She is a Certified Customer Experience Professional (CCXP). It’s sweet and simple, but not always applied. Treat others the way you’d like to be treated. and this week’s honored guest.

Magazine 199

Magazine Customer Experience Professionals Demo Employee Experience 199

CustomerSuccessBox

MAY 18, 2022

So has the customer success industry and the content around the space! Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022!

2022 52

2022 Blog Customer Success Definition 52

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Below are nine customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they’re so amazing. Motivational quotes on customer service.

Blog 80

Blog White Paper Customer Service Webinar 80

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Interview customers.

Social Media 182

Social Media Contact Center Call Recording Voice of Customer 182

ClientSuccess

NOVEMBER 22, 2022

As a marketing professional, you understand the importance of customer success in driving business growth. And with the rise of customers in control, it has never been more important for marketers to focus on strategies that create and nurture successful customer relationships. Create a Customer Advisory Board for Your Company.

Customer Success 69

Customer Success Marketing Social Media Events 69

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

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ClientSuccess

MAY 18, 2021

For CSMs, hearing from customers daily about the platform, features, and value-based services can quickly become par for the course. This is why many SaaS organizations have a Customer Advisory Board to gather this feedback while saying thank you to your loyal customers. Setting Up your Customer Advisory Board.

Webinar 65

Webinar Customer Centricity Innovation Customers 65

ClientSuccess

NOVEMBER 24, 2021

Over the past few weeks, we’ve been exploring some of the different types of customer marketing initiatives that CSMs can own to deliver fantastic customer experiences. Today, we’re going to take a look at a fourth customer marketing initiative: engagement. Facilitate learning and information sharing across your customer base.

Engagement 52

Engagement Marketing Events Customer Relationship Management 52

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

Sales 89

Sales Customer Success Insights Webinar 89

GetFeedback

DECEMBER 2, 2019

Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers. It costs five times more to sell to a new customer than to sell to a happy one. If your CSAT metric is 60%, that means 40% of your customers are at risk of defection.

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

GetFeedback

FEBRUARY 6, 2019

Are you struggling with the knowledge that there are many customers who have stopped engaging with your brand? And they keep wondering what went so wrong that their once engaged customer completely stopped responding to their campaigns, emails and so on. Many businesses are. You can use online surveys. ” .

Engagement 186

Engagement Loyalty Programs Loyalty Customers 186

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

Uniphore

JANUARY 4, 2022

Board of Directors. Uniphore Collaborates with Cisco to Enable Better Customer Experiences. How are you planning to leverage conversations to drive revenue and customer retention? Discover new ways to build and enhance contactless relationships with customers. Conversational AI Platform. U-Self Serve. Case Studies.

2022 126

2022 White Paper Contact Center Innovation 126

Uniphore

OCTOBER 26, 2021

Uniphore provides a unique value proposition that combines improved CX along with a great return-on-investment, increasing customer satisfaction while driving cost savings. Every day, billions of conversations take place across industries — customer service, sales, HR, education and more.

Innovation 71

Innovation 2021 Rewards Programs Return on Investment 71

CSM Practice

FEBRUARY 15, 2021

Takeaways from CSM Practice Customer Success Health Score Survey Results. The purpose of the survey was to assess the validity of common industry assumptions on customer health scores. It also sought to understand the major trends of customer health scores. Who Is Using a Customer Health Score?

ROI 64

ROI Customer Success Metrics Customers 64

Experience Investigators by 360Connext

JUNE 11, 2015

Organizational culture can reveal itself to customers in the same awkward and uncomfortable way. If your culture is toxic, that toxicity permeates through to every interaction a customer may have. If your culture is toxic, that toxicity permeates through to every interaction a customer may have. Answer questions publicly.

Culture 279

Culture Leadership Social Media Consulting 279

Michel Falcon Experience

APRIL 15, 2020

It’s this quote that is motivating me to write this blog post for you. In this blog post, I’m going to share: Stories of great companies and leaders who speak truthfully. Remember George Raveling’s quote at the beginning of this blog post? “A RELATED : What is an Employee Advisory Board (EAB)? I think they can.

Culture 103

Culture Hospitality Feedback Communication 103

CX Accelerator

FEBRUARY 12, 2018

We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. So… What can companies do to improve their voice of the customer success?

Customer Success 140

Customer Success 2017 Feedback Call Recording 140

ShepHyken

OCTOBER 17, 2016

Each week I read a number of customer service articles from various online resources. The Differences Between Feedback From Paying Customers vs. Free Users by Elias Torres. Drift) When it comes to being customer-driven, there’s a difference between treating people right and doing everything that people ask.

2016 130

2016 Article Customer Service 2017 130

Alida

NOVEMBER 10, 2016

Many smart companies use Net Promoter Score (NPS) to measure how well they’re meeting the needs and expectations of their customers. Enterprise messaging software company Slack, for instance, treats NPS as a leading indicator of growth, using it to improve its interactions with customers and prospects.

Net Promoter Score 208

Net Promoter Score NPS Metrics Measurement 208

CX Journey

SEPTEMBER 19, 2018

It appeared on their blog on March 22, 2018. Well, they're not dead (yet), but companies are certainly looking for alternative approaches to customer and employee listening in light of the fact that survey burnout is a real problem. Customer Advisory Boards Advisory boards offer benefits to both customers and to your company.

Employee Experience 34

Employee Experience Social Media Feedback Call Center 34

Horizon CX

MARCH 10, 2023

by HorizonCX Advisory Board member Jerry Seufert and HorizonCX Founder and Principal Karl Sharicz Over the years in many quarters, it has become an article of faith that to do ‘good CX’ a CX leader needs to build a permanent autonomous CX department complete with headcount, structure, budget, and an ongoing, unending mission statement all its own.

2007 52

2007 NPS 2023 2022 52

Customer Bliss

AUGUST 22, 2017

Zvi Baida and I discuss his very large “hybrid” role where he runs the service operation and customer experience for Shufersal — the largest supermarket in Israel. He walks us through his customer experience formula and his attempts at uniting process, people and technology. That triumvirate of steps is where the journey began.

2012 125

2012 2008 Fashion Social Media 125

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. How to overcome those challenges?

2018 141

2018 Customer Experience Competitive Advantage 2017 141

SurveySensum

AUGUST 8, 2023

According to a Microsoft Dynamics 365 State of Global Customer Service Report , 95% of consumers consider good B2B customer service essential for earning loyalty. Remember the old saying, “A happy customer is a loyal customer”? That’s where customer feedback comes into play. The main goal?

B2B 52

B2B Feedback Customer Service Touchpoint 52

ClientSuccess

MAY 10, 2022

When a new customer joins your book of business, there are some things that are known right out of the gate. The ‘sale’ of a new customer – aka the monetary amount of the contract – is often looked at as the be-all-end-all metric to determine the value of the customer. What is Customer Lifetime Value.

Metrics 59

Metrics Webinar Leadership Customer Relationships 59

Uplight

JUNE 17, 2019

The move, combined with our previous acquisitions of EEMe and EnergySavvy, makes Tendril the single source for utility customer experience and engagement solutions to North American utilities and their residential and business customers. Business customers are a critical customer segment. It’s the customer.

Customer Centricity 89

Customer Centricity Innovation Culture Technology 89

SurveySparrow

JULY 26, 2023

Do you want to learn more about the wants and needs of your customers? Want to match customer expectations with your business strategies? In that case, you must adopt the Voice of Customer (VOC) solution. Think of VOC as a secret decoder ring that unlocks the minds of your customers. We’ve got you covered.

Voice of Customer 52

Voice of Customer Social Media Competitive Advantage Customer Centricity 52

SurveySparrow

DECEMBER 27, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. This is where the Voice of the Customer (VoC) framework comes in. What is Voice of Customer Framework? Let’s dive in!

Voice of Customer 52

Voice of Customer B2B Net Promoter Score NPS 52

SurveySparrow

DECEMBER 26, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. This is where the Voice of the Customer (VoC) framework comes in. What is Voice of the Customer Framework? Let’s dive in!

B2B 52

B2B Net Promoter Score NPS Feedback 52

2020 Research

MARCH 28, 2023

Embrace the changes and jump on board with the future of qualitative research with this Q&A session featuring Sago P resident, Isaac Rogers. Is there an incentive increase across the board for all qualitative research or just for in-person research? It’s across the board, with pockets of variance.

Webinar 52

Webinar Healthcare 2023 2022 52

2020 Research

MARCH 28, 2023

Embrace the changes and jump on board with the future of qualitative research with this Q&A session featuring Sago P resident, Isaac Rogers. Is there an incentive increase across the board for all qualitative research or just for in-person research? It’s across the board, with pockets of variance.

Webinar 52

Webinar Healthcare 2023 2022 52

Circular Edge

JANUARY 24, 2023

Blog Credit: Lisa Schwarz, January 18, 2023 (NetSuite 2023 Release 1 Delivers Added Efficiencies Across the Suite to Help Businesses Do More | NetSuite) We’re entering another year that falls into the “may you live in interesting times” category. NetSuite 2023 Release 1 helps across the board. Customers also benefit.

2023 52

2023 Financial Competitive Advantage Consulting 52

ClientSuccess

MARCH 8, 2018

Customer success leaders help drive an overarching strategy to ensure that customer success is a core pillar across the entire organization. When an organization is fully aligned around the success of current (and future) customers, it becomes easier to sign, work with, and grow these customer accounts. See point one.

Customer Success 40

Customer Success Roadmap Feedback Customer Confidence 40

CX Journey

APRIL 10, 2019

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018. But before I outline those 10, there's an even bigger issue that needs to be addressed: thinking that you don't need to listen to customers or ask for feedback at all ! I don't even know how that makes sense.

Metrics 58

Metrics Feedback Social Media 2018 58