Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is consistently helping his clients create a magical customer experience like Disney.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Gainsight

MAY 13, 2020

Visibility to gain a common view of the customer. How to find pockets of expansion in your customer base. Reducing silos to create the ultimate customer experience. Ashvin Vaidyanathan, Gainsight CCO, and Ruben Rabago, Gainsight Chief Strategist, presented on how existential Customer Success is during a downturn.

Roadmap 59

Roadmap ROI Customer Success NPS 59

ShepHyken

JULY 31, 2020

It is a great growth hacking tool for companies with continually evolving standards as it merges CX and customer service to help the customer understand your novel offerings, all the while increasing upselling opportunities and shortening the sales cycle. Measure Customer Satisfaction Beyond Traditional C-SAT Scores.

Customer Service 109

Customer Service Customer Experience Net Promoter Score E Commerce 109

Currency Alliance

DECEMBER 4, 2023

The ability to target investment more precisely, with less wastage, and greater certainty of a positive customer experience, is steadily removing a lot of the uncertainty and risk around brands’ marketing ROI. The article covers the various brands which have joined the Scene+ loyalty coalition.

2024 59

2024 Loyalty Marketing Loyalty Programs 59

inQuba

APRIL 11, 2023

Customers’ patience for impersonal messages has hit a low with two-thirds of consumers saying they’ll quit a brand if their experience isn’t personalized, according to a 2023 Twilio report*. For instance, a customer who hasn’t responded to a WhatsApp message may choose to rather engage through SMS.

Customer Journey 52

Customer Journey Engagement Multi-Channel Social Media 52

Totango

JULY 2, 2019

These days, customers expect personalized service. Whether they’re shopping for software or a way to increase sales, they expect you to be right there next to them searching for every potential edge that will help them grow their business. Understand Your Customers. Realizing value is the heart of the customer relationship.

Customer Centricity 48

Customer Centricity ROI Events Metrics 48

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. based AIM stock listed company. Website : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

ChurnZero

FEBRUARY 5, 2021

With a more unified data view, CSMs better understand their book of business and individual accounts, and Customer Success leaders and the C-suite can more accurately forecast across their entire customer base. Customer health scores. Is the sales-to-customer success handoff complete? Improvement.

Customer Success 96

Customer Success Insights Books Customers 96

BirdEye

JULY 10, 2023

The end goal is to widen their respective customer bases by increasing awareness. Expanded reach: Collaborative efforts like influencer partnerships allow brands to tap into each other’s customer base or target audience. Goals might be to expand your audience, increase brand awareness, or drive sales.

Brands 52

Brands Fashion Social Media Retail 52

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. Set crystal-clear rules of engagement between Sales and Customer Success.

Customer Success 59

Customer Success Management Roadmap Feedback 59

SurveySparrow

APRIL 11, 2021

It is a strategy where your buyer gets to know who you are, what you offer, and how you can help their business with targeted content and nurturing instead of pushing for a sale. You gain your prospective customer, aka buyer’s trust, move them from the top of the funnel to its bottom. What is a lead nurturing strategy?

Social Media 98

Social Media Metrics Webinar Demo 98

SmartKarrot

JANUARY 13, 2023

Role: Customer Success Specialist Location: Warsaw, Mazowieckie, Poland (Hybrid) Organization: Zowie As a Customer Success Specialist, you will manage and support the success of a portfolio of customers across the entire post-sale customer journey from kick-off to advocacy and renewal. Apply here: [link].

Customer Success 19

Customer Success Touchpoint Customer Journey ROI 19

BirdEye

NOVEMBER 16, 2023

Build a solid online reputation so that it is easier to convince customers to engage with your services Launch campaigns that highlight your strengths over your competitors and win over your customer base, too. There is a risk of losing data, not knowing if customers are receiving the messages well, and low ROI in such cases.

Marketing 62

Marketing Social Media Advertising User Experience 62

CSM Practice

FEBRUARY 24, 2020

As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

Currency Alliance

NOVEMBER 1, 2017

Let’s convert the portion of these points that represents bad liability into good liability, get the customer engaged, and then profitably get the liability off the books! However, today, we think enlightened executives realize that expiring points represent frustrated and depresses overall loyalty program ROI.

Loyalty 45

Loyalty 2017 Loyalty Programs ROI 45

Wootric

NOVEMBER 24, 2020

Whether you’ve been operating a web-driven business for years or recently made the transition, boosting customer engagement is a top priority. . This guide breaks down what every remote business needs to know about increasing engagement rates and building lasting customer relationships. Know Your Customer Base.

Customer Engagement 52

Customer Engagement Engagement Social Media E Commerce 52

Comm100

OCTOBER 19, 2022

You’ll have an intuitive interface with automated resolutions for a wide range of customer issues. You can use this to automate the easy stuff like FAQs, booking meetings, and capturing contact information. It also means you can adjust your bot’s workflows as necessary based on the customer feedback you receive. #4

Blog 91

Blog Omnichannel Interaction Measurement 91

Gainsight

JUNE 11, 2021

There are four types of questions (based on the book Humble Inquiry: The Gentle Art of Asking Instead of Telling by Edgar Shein): humble, diagnostic, prompting, and process-oriented. Team Up with Sales to Drive Revenue with Kristen Hayer, Founder & CEO at The Success League. You must ensure that the differentiation is clear.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

ChurnZero

OCTOBER 12, 2021

Adoption Hero – An innovative way your team has successfully driven product adoption and customer ROI. Advocacy Hero – An innovative way your team has cultivated customer advocates to drive growth for your company. Because of this, they historically saw suboptimal adoption rates.

2021 98

2021 NPS Healthcare Definition 98

SmartKarrot

NOVEMBER 15, 2021

Role: Director, Customer Success Location: El Segundo, CA, US Organization: GoGuardian As a Director of Customer Success, you will build a platform Customer Success strategy from the ground up, to improve customer satisfaction and engagement, increase customer lifetime value, and reduce customer churn.

Customer Success 19

Customer Success Competitive Advantage ROI Sales 19

SmartKarrot

JANUARY 17, 2022

Use data to discover the needs, measure the health, and advocate for customers of the assigned low-touch customer segments. Develop processes to manage escalated and at-risk, low-touch customers with a focus on maximizing ROI. Partner with Sales, Product, CX and it’s sub-teams to support new and existing customers.

Customer Success 19

Customer Success Metrics Advertising Customer Satisfaction 19

Comm100

NOVEMBER 13, 2022

Chat concurrency also allows agents to handle multiple chats at once, allowing agents to keep queues down and begin responding to customers as soon as possible. . The efficiencies of live chat also mean a high return on investment (ROI) for the technology. And ultimately, we would have risked losing customers to competitors.”

Customer Service 78

Customer Service Omnichannel Social Media 2021 78

Survicate

APRIL 25, 2019

As it turned out, over 70% of their customers actually preferred to use Adobe Illustrator. Immediately after, they saw sales increase by over 200%. Pretty good ROI for such a simple survey! Bookings became more efficient and we were able to reduce the number of employees in our customer service department to answer the queries.

Net Promoter Score 81

Net Promoter Score Fashion Social Media ROI 81

CSM Practice

FEBRUARY 24, 2020

As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team.

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

CSM Practice

FEBRUARY 24, 2020

As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team.

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

Wootric

JUNE 19, 2019

However, AI can also make money for businesses by augmenting their marketing efforts and creating meaningful customer experiences, the key to a loyal customer base and higher returns. Research from PointSource indicates a profound impact of AI in the field of customer experience. Yes, the age of voice search is upon us.

Customer Experience 82

Customer Experience Poor Customer Service 2017 Consumers 82

Amity

MARCH 26, 2018

There’s an urgent customer fire awaiting you in your inbox, some customer needs something answered and requests a call with you as soon as possible. Phil O’Doherty, Manager of Customer Success at HubSpot once told us that an efficient CSM should be 20% reactive to 80% proactive.

Customer Success 83

Customer Success 2004 Customers Sales 83

Currency Alliance

DECEMBER 17, 2019

This has mostly been via low-investment, tactical approaches that increase ROI, and educate the C-suite regarding long-term strategic value. Many of those earlier touchpoints should be incentivized to keep the prospect progressing through the sales funnel. enjoyed a 20% sales uplift. >Reward employees for great service.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

Amity

SEPTEMBER 25, 2017

There’s quite a lot that falls under the Customer Operations bucket, including the majority of things that are customer facing and post-sale. Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services.

Customer Success 0

Customer Success B2C NPS E-support 0

Currency Alliance

DECEMBER 19, 2022

AI can enhance this opportunity on a unit-by-unit basis, using sales channel insight and customer insight to fill this capacity with a positive contribution margin. This is remarkable given that over a billion flights are booked each year. Yield management has matured greatly in the past decade, in part enabled by AI solutions.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

SmartKarrot

AUGUST 27, 2020

Role: Customer Success Manager Location: Raleigh or San Francisco Organization: UserVoice This role will work alongside the Director of Customer Success to develop strategies for the assigned book of accounts, onboarding new customers with a focus on establishing a time to first value rapidly. responsible?for?customer?adoption,?retention

Customer Success 10

Customer Success Books ROI Sales 10

ChurnZero

OCTOBER 12, 2021

Once they had the customer health scores in place, they were able to identify a historical baseline to establish measurable goals for success as they undertook developing a new onboarding process. They also completely revamped their internal processes to improve the customer transition between the Sales team and the Customer Success team.

2021 52

2021 NPS Healthcare Definition 52

Chattermill

JUNE 25, 2019

Internally, there are a few things you can do to bring the customer experience inside the office walls. Embed customer-centric goals into all company efforts from sales pitches to marketing, UX, and accounting. Only a small number of companies can demonstrate in actual figures an ROI connected to Customer Experience efforts.

Customer Experience 45

Customer Experience Customer Centricity ROI NPS 45

Currency Alliance

OCTOBER 12, 2020

I would argue that this type of ecosystem collaboration would lead to more sales, a shorter sales cycle, reduced delivery cost and greater customer satisfaction. And, as you know, satisfied customers are the ones who become loyal. That 5-10% shift in spending might represent an ROI of 50-100% for the participating brands.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Gainsight

JUNE 17, 2020

That all leads to a lot of self-service, tinkering, and experimenting, which in turn leads to high-growth potential sales at innovative companies like Facebook, Strava, Tableau, and Snap. . Lorna: It means our customer success team needs to be highly technical so they can understand and speak to developers on a code-base level.

Customer Success 52

Customer Success Technology ROI Document 52

Amity

SEPTEMBER 25, 2017

There’s quite a lot that falls under the Customer Operations bucket, including the majority of things that are customer facing and post-sale. Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services.

Customer Success 60

Customer Success B2C NPS E-support 60

Waypoint Group

MARCH 3, 2015

Our executives want to understand the ROI from the effort and this will help.” In the -3 to +12 example above, we also saw corresponding growth in revenue from the existing customer base and increased rates of growth overall. Can you find an ally in the sales or marketing organization that can benefit from this aspect?

NPS 60

NPS Net Promoter Score Metrics Measurement 60