Gainsight

NOVEMBER 30, 2023

The field of Customer Success (CS) is evolving, as new technologies offer a path to scale CS teams while guiding users through today’s increasingly digital customer journey more efficiently and effectively. Let’s double-click into each category. In fact, we found that AI and humans are not at odds.

2023 52

2023 2021 Customer Success Technology 52

GetFeedback

SEPTEMBER 20, 2019

NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. . How do you get loyal customers? Customer Effort Score (CES).

NPS 278

NPS Metrics Net Promoter Score Effort Score 278

Eptica

JANUARY 8, 2020

Author: Pauline Ashenden - Marketing Manager Having rung in not just another new year but also a new decade now is the perfect time to review how customer experience and Voice of the Customer evolved in 2019, what the key topics were, and how they are likely to develop in 2020.

2019 65

2019 Blog 2020 Leadership 65

Customer Bliss

NOVEMBER 8, 2019

As a customer experience leader, you need to have a good understanding of your organization’s culture. ” It’s decisions made and actions taken that prove that the customer commitment is real and not lip service. Actions must be congruent with our stated commitment to customer-driven growth. Click To Tweet.

Leadership 238

Leadership Chief Customer Officer Culture Customers 238

CloudCherry

JANUARY 22, 2020

As with any business solution, it’s not uncommon for companies to feel trapped by their voice of the customer (VoC) vendor once they’ve already implemented VoC tools and attempted to put them into practice. According to the Forrester report, many VoC programs are still immature and face common challenges: Not Listening to Customers.

White Paper 243

White Paper Social Media Feedback 2019 243

Education Services Group

APRIL 1, 2020

Building a Customer Success Organization is no easy task. Because CS does not operate in a silo, you’ll need the support of cross-functional leaders to ensure systematic success. ESG has created a proven way to make this daunting task much easier, with the ESG Customer Success Maturity Model.

Customer Success 52

Customer Success NPS Customers Metrics 52

ChurnZero

DECEMBER 29, 2020

9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. Check out this post to see if you’re inadvertently sending subliminal negativity to your customers. Top 10 Blog Posts from 2020.

2020 98

2020 Blog 2021 Chief Customer Officer 98

Gainsight

JUNE 2, 2022

Gainsight is not just about customer success. We are about Net Revenue Retention (NRR) and customer retention. Every year, Gainsight’s CEO, Nick Mehta, invites fellow CEOs to sit with him and discuss their views, insights, and trends impacting customer success and business as a whole. We are about CS Operations.

2022 52

2022 Chief Customer Officer Innovation Connections 52

Education Services Group

FEBRUARY 3, 2021

As technology and tools for Customer Success evolve, pioneers in the industry are testing out new engagement strategies every day. In the Inaugural Customer Success Leadership Study , we found that many CS teams are still in the early stages of maturity when it comes to their tech stacks. When 72% of U.S.

Customer Success 59

Customer Success Customer Engagement Engagement 2021 59

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

Bold360

OCTOBER 28, 2019

There has been a litany of research over the last decade or so showing that the experience a company gives its customers is now more important than things that were traditionally most important, such as product quality and price. Making Maturity your Customer Engagement Secret Weapon. STOP before you go.

Customer Engagement 40

Customer Engagement Engagement Consulting Customer Satisfaction 40

ChurnZero

JUNE 12, 2020

This is a guest post by Jason Conrad, Advisory Board Member of Customer Imperative. Following the trajectory of these more established functions, the next natural progression in Customer Success’ evolution is specialization. Who administers your customer systems (such as your Customer Success platform, CRM, or support desk)?

Customer Success 80

Customer Success Metrics Leadership Customer Retention 80

Customer Bliss

FEBRUARY 11, 2016

The Chief Customer Officer role will evolve as you progress through the phases of the Customer Experience Maturity Map. Embedding competencies into the organization will disrupt their deeply rooted silo-based operations, their definitions and metrics for success and organizational habits. Unite the leadership team.

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Culture 135

TechSee

MAY 29, 2018

Visual engagement and support are maturing as a technology, and are swiftly becoming key differentiators in many customer service organizations. Improvements in these areas have been proven to translate into lower customer churn and an improved bottom line. Maturity of Visual Engagement.

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

Eptica

NOVEMBER 27, 2019

Date: Wednesday, November 27, 2019 Author: Pauline Ashenden - Marketing Manager With customers becoming more demanding, can self-service really help? Author: Pauline Ashenden - Marketing Manager Customer service is continually increasing in complexity. Published on: November 27, 2019. For example, companies with 7+ channels averaged 3.1

2019 97

2019 Leadership Consumers Travel 97

Eptica

MARCH 28, 2018

Author: Olivier Njamfa Businesses have been running Voice of the Customer (VoC) programs for some time , but in many cases overall customer satisfaction has actually deteriorated. One reason for this is a focus on using customer feedback from surveys to drive VoC programs, which gives an incomplete picture of consumer needs.

ROI 65

ROI Net Promoter Score E Commerce Return on Investment 65

Education Services Group

JANUARY 19, 2021

At ESG, we’ve gone all-in on the future of Customer Success. Our Customer Success as a Service ® model means that it’s our job to understand all the industry’s challenges, and then develop and perfect the strategies and philosophies that empower CS organizations to face those challenges head-on.

Leadership 52

Leadership Customer Success 2021 2020 52

West Monroe

JULY 26, 2022

But an in-depth examination of their digital offerings and customer expectations reveals those gains may be fleeting—with non-traditional rivals like fintechs poised to swoop in. West Monroe asked banks in Q3 2021 to assess the maturity of their digital products and services. The bottom line?

Banking 59

Banking 2028 Financial 2021 59

ClearAction

MAY 16, 2016

Marketing Maturity Mobilizes Customer Experience Mojo. In sports skills , maturity matters because it puts your game at the top echelon of competition. In marketing , maturity matters for the same reasons! In marketing , maturity matters for the same reasons! Digital marketing maturity. SEO maturity.

Marketing 54

Marketing Customer Experience Sports Metrics 54

Eptica

APRIL 25, 2018

Date: Wednesday, April 25, 2018 4 ways to transform your CX maturity levels. They know that they must keep innovating and improving if they are to differentiate their customer experience and therefore thrive. It found that just 13% of the 171 large companies surveyed had reached the top two (out of six) levels of its CX maturity scale.

Customer Connectedness 49

Customer Connectedness 2018 Brand Values Financial 49

West Monroe

JULY 27, 2022

But an in-depth examination of their digital offerings and customer expectations reveals those gains may be fleeting—with non-traditional rivals like fintechs poised to swoop in. West Monroe asked banks in Q3 2021 to assess the maturity of their digital products and services. The bottom line?

Banking 52

Banking 2028 Financial 2021 52

Gainsight

MARCH 9, 2020

As the authors of The Customer Success Professional’s Handbook , Ashvin and Ruben are two of the world’s foremost experts on the emerging customer success movement, its role in modern business, and best practices in both strategy and tactics. to drive better customer-centric decision-making.

Chief Customer Officer 52

Chief Customer Officer NPS Metrics ROI 52

Eptica

NOVEMBER 21, 2018

Date: Wednesday, November 21, 2018 Author: Anne-Claire Bellec - Marketing Director Why listening to your customers is vital to success this Christmas. Given the importance of Peak to retail success and ever-increasing competition, it is no exaggeration to say that this Christmas will be make or break for many companies.

Net Promoter Score 62

Net Promoter Score E Commerce Retail 2018 62

Eptica

MAY 30, 2018

Date: Wednesday, May 30, 2018 Author: Olivier Njamfa The importance of customer experience in a winner takes all world. That was the message from Ed Thompson of Gartner at the analyst’s Customer Experience & Technologies Summit 2018 , which Eptica attended. Published on: May 30, 2018. This will rise to 81% in just two years.

Customer Experience 50

Customer Experience 2018 Chief Customer Officer Customer Journey Mapping 50

Eptica

FEBRUARY 27, 2019

Date: Wednesday, February 27, 2019 Author: Pauline Ashenden - Marketing Manager 5 books to help you build trust across the customer journey. Author: Pauline Ashenden - Marketing Manager In the fast moving world of customer experience keeping up to date with the latest thinking and ideas is vital. Published on: February 27, 2019.

Books 93

Books Customer Journey Customer Journey Mapping Loyalty 93

Forrester

MARCH 29, 2016

The paradox is that this delightful customer experience occurs despite most companies in Japan lacking the accountability, rigor, and coordination that characterize leading CX global organizations. customer service; CRM; Customer success; CX.

Culture 69

Culture Hospitality Books Presentation 69

Optimove

APRIL 28, 2022

Vendors are evaluated according to their success in designing, developing, installing, and configuring their CDP platform, focusing on three layers: data, analytics, and activation. Moreover, Optimove’s CDP also includes a BI Studio , leveraging Microsoft BI, for custom reporting.” Data, analytics, activation.

Retail 40

Retail 2022 E Commerce E-support 40

ClearAction

FEBRUARY 27, 2017

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken?

Voice of Customer 71

Voice of Customer Workshop ROI 2016 71

ChurnZero

MARCH 11, 2020

This is a guest post by Jay Nathan , Founder & Managing Partner at Customer Imperative. Disappointed, but oddly satisfied, I hung up the phone from a call with a recently-churned customer. When I ran Customer Success at PeopleMatter I interviewed every customer who canceled their services with us.

ROI 52

ROI Customer Journey Mapping Webinar Return on Investment 52

Tricia Morris

AUGUST 12, 2016

In the report survey, respondents were asked questions to gauge their organization’s digital maturity: 32% of the 3,700+ fell into the early stages of digital development; the majority (42%) ranked in the middle in the developing stage; while 26% claimed the most advanced digitally maturing status. They cultivate a dynamic culture.

Culture 49

Culture Innovation Retail Management 49

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Gainsight

OCTOBER 15, 2020

It is rare for a company to create a new category and build a complimenting and innovative software. Gainsight is part of those unique breeds of businesses that have accomplished this by helping create the category of customer success, and the solution—Gainsight CS. Because ABM is marketing with a CS twist.

Customer Success 40

Customer Success Marketing Customer Centricity 2014 40

ChurnZero

AUGUST 13, 2021

Your digital-led Customer Success program will only be as good as the technology behind it. But how do you go about building your Customer Success tech stack the right way? During the webinar, we discuss: What a Customer Success tech stack is and why you should care. Q&A Recap.

Customer Success 98

Customer Success Webinar Communication Interaction 98

CX Journey

NOVEMBER 25, 2014

Every One of a Kind : Consumers want and expect customized and personalized products, services and experiences, fueled by. category''?s Category is King : To engage those smarter, high-expectation consumers, brands need to be smarter about their own category-specific emotional values that they can leverage and own.

2015 68

2015 Brands 2014 Retail 68

Talkdesk

AUGUST 25, 2015

The uninformed customer is gone. The modern customer is much more savvy. She expects more from the companies she works with and won’t accept anything less than excellent customer service. Modern companies must adapt to this shift in customer attitudes by developing and iterating upon their customer success strategies.

Customer Success 72

Customer Success Chief Customer Officer Call Center Customers 72

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program. The value can be immediate. How loyalty partners co-create value.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Eptica

MAY 23, 2018

It is adopting Eptica’s artificial intelligence (AI)-powered digital customer experience platform for all its incoming emails in order to improve the end-to-end customer experience it provides to more than 73,000 charities, 250,000 individual donors and 7,300 corporate donors. Data Protection and GDPR within Customer Experience.

2018 55

2018 Banking Customer Centricity Measurement 55