ClientSuccess

NOVEMBER 21, 2017

When it comes to measuring customer satisfaction and health, it’s sometimes first instinct to reach out to decision makers or project managers to get their input on where the brand relationship stands. There could be an unknown product issue, and internal communication error, or even a personnel change taking place.

Engagement 50

Engagement Metrics Demo Customer Success 50

Middlesex Consulting

DECEMBER 27, 2015

Staff need to have the knowledge and language that gives their customers confidence that they understand their needs and can provide robust solutions. Building this capability can drive revenue and improve margins through improved customer perception. THERE IS A POWERFUL LINK BETWEEN LEADERSHIP, BRANDS, PEOPLE AND STRATEGY.

Culture 60

Culture Technology Brands Brand Values 60

BlueOcean

JANUARY 6, 2020

But there’s a lot to unpack when it comes to creating and sustaining an effective, elegant omnichannel design that truly improves the customer’s holistic experience with your brand. In fact, a NewVoiceMedia survey revealed that 43% of customers feel more connected to a brand when they are able to contact a company through any channel.

Omnichannel 177

Omnichannel Customer Care Customer Journey Consumers 177

InteractionMetrics

APRIL 16, 2024

But an alarming paradox has emerged: Customers are more dissatisfied than ever. According to Forrester Research , in 2023, for the second year in a row, the quality of customer experience among U.S. brands declined. How is it that companies implement customer experience initiatives, yet customers don’t feel the love?

Customer Experience 52

Customer Experience Definition Net Promoter Score 2023 52

Comm100

NOVEMBER 13, 2022

Brands of all industries are beginning to recognize the huge benefits that customer service chatbots can bring to their organization. 70% of customers either currently use or are interested in using chatbots for simple customer service enquiries. Customer service chatbots don’t just benefit the end consumer.

E-support 52

E-support ROI Healthcare Books 52

ProProfs Chat

APRIL 30, 2020

And honestly, it’s not just brands like OnePlus who’ve ended up witnessing a scenario such as this. However, one good lesson that came out of this situation was proactive communication. Months before the event, OnePlus created a hype among its customers. How to Provide Proactive Customer Communication During Coronavirus.

Communication 91

Communication Social Media Measurement Omnichannel 91

ClientSuccess

OCTOBER 16, 2017

Here are 5 reasons why focusing on customer success is imperative for any organization’s company culture: 1. A customer’s relationship with a brand begins with the very first sales call or email. Every single interaction from then on impacts the success this customer will have throughout their journey.

Culture 41

Culture Customer Success Customer Centricity B2B 41

ShepHyken

DECEMBER 4, 2017

This could be an amazing case-study, as the government, generally thought to be at the very low end of customer satisfaction, works to turn public sentiment around. You’ll have to fill out a form to download the report titled, “Rethinking Federal Customer Experience.”

2017 0

2017 Article Customer Service Government 0

Gainsight

MAY 21, 2021

Meant to “accelerate” and “transform” Gainsight implementations, Quickstart allows customers to easily choose their highest-priority goals and outcomes – such as fast time to value, deep discovery and design or major change management. A discovery readout to show the customer we understand their business.

NPS 52

NPS Consulting Reference Leadership 52