Eptica

SEPTEMBER 23, 2020

Author: Guest author: Martin Hill-Wilson Thanks to increased focus and investment in customer experience companies are now improving outcomes when it comes to dealing with customers and reducing the effort involved. Categorie(s): Best Practice Published on: September 23, 2020. However, emotion is still a neglected area.

Interaction 117

Interaction 2020 Blog Customers 117

Experience Investigators by 360Connext

NOVEMBER 2, 2021

What tools will help you achieve your CX outcomes in the best ways? Yet it can also be tempting to want to have personas for each subset of every category within each segment! As a CX leader, you need to develop the right personas for your defined CX goals and outcomes. . The Solution: Define Your Goals.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

GetFeedback

DECEMBER 2, 2019

You must do the math to show why keeping customers satisfied, and measuring that consistently, is critical to successful outcomes for the overall business. If you are in the Internet Service Providers category where the benchmark is 62%, ask yourself why the Video Streaming Service category achieves a 75% rating. .

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

Totango

AUGUST 16, 2022

Customer retention software automates best practices for maintaining clients, helping you deliver successful outcomes that inspire subscription renewals and repeat business. An effective customer success strategy centers around delivering satisfying outcomes to clients at each critical point along their customer journey. Onboarding.

Customer Retention 98

Customer Retention Customer Success Customer Relationship Management Loyalty 98

Beyond Philosophy

FEBRUARY 15, 2024

Many emotions exist within those positive and negative categories, too. Then, ask, how can your organization improve that emotional outcome through the words or actions taken leading up to it? Then, they can take the appropriate action to steer the customer to a better emotional outcome.

Connections 88

Connections Loyalty Brands 2005 88

Totango

AUGUST 23, 2022

B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. What type of medium is used.

Touchpoint 115

Touchpoint Customer Journey B2B Customer Journey Mapping 115

Eptica

JULY 15, 2020

So, would your mother be happy with the outcome – and would your customer service decision make her proud of you? Categorie(s): Best Practice The latest book from customer experience expert Jeanne Bliss is based on a simple idea. Titled Would You Do That To Your Mother? Share this page on: Tweet.

Customer Experience 119

Customer Experience Guest Experience Hospitality Hotels 119

Gainsight

MARCH 26, 2020

In the case of COVID-19, we propose the following categories: Category 1: Businesses in the ecosystems of in-person restaurants, hotels, airfare, energy, in-person retail, and the like might be challenged to buy or retain anything. Category 2: Companies not in Category 1 or 3—the messy middle! Renewal date.

Net Promoter Score 90

Net Promoter Score E Commerce E-support Hotels 90

SurveySensum

JANUARY 4, 2024

Read a few comments and figure out some categories. Now, when they run the text analytics feature, they discovered these key findings For the category ‘Usability/Functionality’ the NPS score was -3.4. For the category ‘Information/Knowledge’ the NPS score was -12. For the category ‘Fund Performance’ the NPS score was -22.2.

NPS 52

NPS Webinar Banking Demo 52

ShepHyken

SEPTEMBER 16, 2022

Categorization helps to efficiently organize feedback into categories like “Customer Service,” “Price,” “Ease of Use,” and “Features.” Then, categories may be divided into subcategories. Categories are key to producing actionable insights on top of rating questions, such as CSAT score (customer satisfaction),?

Feedback 67

Feedback Net Promoter Score NPS Healthcare 67

Totango

SEPTEMBER 22, 2023

We partner with expert vendors across categories in order to support our vision that customer success requires superior alignment across the C-suite to drive business outcomes and customer value.” CS has the multi-pronged connection with customers to understand and nurture their path to business outcomes—over time.

Multi-Channel 113

Multi-Channel 2023 Customer Success Omnichannel 113

Beyond Philosophy

JANUARY 10, 2019

I won some money at a Casino recently, an unusual outcome for me. It means that we put a resource, like time or money, in different categories and allocate them toward that end. In the customers’ minds, they have “already” spent that money on that category, and it should not be used for any other category. Not a chance.

Customer Experience 127

Customer Experience Entertainment Customers Travel 127

SurveySparrow

SEPTEMBER 4, 2020

First things first, determine why you’re developing this product – its purpose for existence and the outcomes you wish to achieve from it. Feature Roadmaps vs Outcome Roadmaps. While creating a product roadmap, one might question which is more important – a feature-driven or outcome-driven roadmap? Monetization.

Roadmap 96

Roadmap Metrics User Experience Feedback 96

Magellan Solutions

FEBRUARY 20, 2024

Outcome: Enhanced customer satisfaction and streamlined support processes. Outcome: Increased customer engagement and satisfaction levels. Outcome: Faster query resolution and enhanced customer support experiences. Outcome: Improved sales conversion rates and enhanced customer engagement.

Customer Satisfaction 52

Customer Satisfaction Loyalty ROI Technology 52

Gainsight

MAY 31, 2023

Gainsight CS and Gainsight Digital Hub (formerly inSided), have earned awards in several categories from leader in Community, Experience Management, Momentum, Enterprise, Mid-Market, and Best Relationship. Gainsight CS, the company’s customer success platform, has earned accolades from G2 in two different categories.

Leadership 52

Leadership 2023 Customer Satisfaction Customer Success 52

CSM Magazine

APRIL 23, 2021

Cierra Dobson, strategy director at design and technology agency, Rufus Leonard , explores how brands of all shapes and sizes can adopt the successful strategies of category-defining service brands to grow their market share and take the lead. Find inspiration from category-defining leaders. The 2000’s were a rough decade for Domino’s.

Brands 52

Brands 2010 Return on Investment 2020 52

ChurnZero

MARCH 14, 2023

Join me on March 23, in Austin, Texas, at ChurnZero ’s RYG Workshop where I’ll be presenting a session titled, “Drive powerful client outcomes through Customer Success systems and controls.” I call such a category, the burden of proof. Want to learn how your CS team can earn respect and credibility? Does that sound exciting or what?

Workshop 98

Workshop Customer Success Travel Leadership 98

Gainsight

OCTOBER 21, 2022

Clients expect the vendor to drive the outcome. Only the vendor is on the hook for the outcome, also known as the subscription renewal. As such, many companies have partner success managers now who ensure outcomes for partner-managed engagements. But in many categories, the outcome is fundamentally about more than the product.

Customer Success 52

Customer Success Sales Books Government 52

CSM Magazine

FEBRUARY 8, 2022

Over 90% of users rated Calabrio ONE 4 out of 5 stars or higher and Calabrio equally earned the highest user adoption rating in the category. “We We understand the challenges and demands contact centres face and the need for flexible technology solutions to help our customers achieve the outcomes that matter most to their business.

2022 59

2022 Customer Satisfaction Insights Innovation 59

ChurnZero

MARCH 14, 2023

Join me on March 23, in Austin, Texas, at ChurnZero ’s RYG Workshop where I’ll be presenting a session titled, “Drive powerful client outcomes through Customer Success systems and controls.” I call such a category, the burden of proof. Want to learn how your CS team can earn respect and credibility? Does that sound exciting or what?

Workshop 94

Workshop Customer Success Travel Leadership 94

SurveySensum

NOVEMBER 24, 2023

And by improving your NPS score you ultimately boost your customer retention and drive positive business outcomes. Read a few comments, and figure out some categories. STEP 2: Now, every time a keyword or similar words to that keyword appear they should fall into a particular category. But how to achieve this? Let’s find out.

NPS 52

NPS User Experience Demo Feedback 52

Totango

NOVEMBER 8, 2023

We partner with a variety of vendors across categories to provide our customers with a broad ecosystem of solutions based on demand. Looking for a different integration?

Customer Retention 91

Customer Retention Customer Success Events Customer Journey 91

Totango

MAY 13, 2022

During the onboarding process, several categories of tools can help you engage customers as they learn how to use your product and encounter frequently asked questions. Some of the most important tool categories and representative providers include: In-app guides: Whatfix. Six of the Best Customer Engagement Platforms for Onboarding.

Customer Engagement 103

Customer Engagement 2022 Engagement Return on Investment 103

SurveySparrow

OCTOBER 13, 2023

A feedback loop is a continuous cycle of improvement where the outcomes of an action are used as inputs for subsequent actions. For example, for a streaming service, analyzing viewer preferences may reveal a pattern where users who watch a particular genre tend to explore related categories. What is a Feedback Loop? Too much to handle?

Feedback 52

Feedback E Commerce Social Media E-support 52

One Millimeter Mindset

JANUARY 16, 2020

Moving your stories into the Very Compelling Storytelling category is a scary proposition, isn’t it? Then, in achieving the remarkable outcomes in your story, well-told. Creating a very compelling storytelling outcome involves more than following a storytelling recipe. Let’s by crystal clear. Leverage compelling storytelling.

Consulting 69

Consulting Presentation Innovation Communication 69

CSM Magazine

NOVEMBER 16, 2022

Judges have shortlisted PCI Pal’s new Pay By Bank digitally-native payment product for the Best POS Solution category. We look forward to hearing the outcome of the awards in February.”.

Banking 52

Banking Innovation Hotels 2023 52

Totango

JANUARY 29, 2021

Playbooks for customer success managers help drive processes that promote winning client outcomes. Customer success occurs when your product helps your customers achieve the desired outcomes which led them to buy from your brand. For each stage of your customer journey, set goals that represent successful outcomes for your customer.

Customer Success 79

Customer Success Customer Journey Customers Engagement 79

Gainsight

JANUARY 25, 2023

Responsibilities The below list of responsibilities is curated from CS professionals and search firm executives. It’s quite expansive—the ideal job description will have responsibilities tailored to your unique asks for the position.

Chief Customer Officer 52

Chief Customer Officer Effort Score Metrics Leadership 52

Bill Quiseng

APRIL 25, 2021

Google the Top Ten Best list, not only in your industry but also in the business category where your customers buy products or services. As you did in announcing the safety protocols, make sure you publicize internally the action steps and outcomes of your focus on customer experience improvement. Involve everyone.

Customer Experience 190

Customer Experience Hospitality Airlines Hotels 190

Playvox

FEBRUARY 27, 2024

Based on decades of employee engagement research , Gallup found that engaged employees produce better business outcomes than other employees – across industry, company size, and nationality, and in good economic times and bad. fall into the “engaged” category. But only 23% of employees worldwide and 32% in the U.S.

Engagement 73

Engagement Contact Center Culture Metrics 73

Totango

NOVEMBER 23, 2021

This is because CRM tools are designed to manage customer relationship data, not customer success outcomes. They help you manage and optimize customer experience by delivering outcomes customers want. Customers who experience successful outcomes from using your product are more likely to expand their usage of your product line.

Net Promoter Score 91

Net Promoter Score Return on Investment Sales Customer Journey 91

CSM Practice

FEBRUARY 24, 2020

Most customer success metric fall into one of these four categories: Customer Usage Metrics. While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. 7. Outcomes Achieved. Outcomes Achieved = Number of Outcomes Achieved / Period.

Metrics 52

Metrics 2014 Customer Success Financial 52

CSM Practice

FEBRUARY 24, 2020

Most customer success metric fall into one of these four categories: Customer Usage Metrics. While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. 7. Outcomes Achieved. Outcomes Achieved = Number of Outcomes Achieved / Period.

Metrics 52

Metrics 2014 Customer Success Measurement 52

CSM Practice

FEBRUARY 24, 2020

Most customer success metric fall into one of these four categories: Customer Usage Metrics. While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. 7. Outcomes Achieved. Outcomes Achieved = Number of Outcomes Achieved / Period.

Metrics 52

Metrics 2014 Measurement Blog 52

SurveySparrow

JULY 31, 2023

Let’s explore how it drives positive outcomes: Customer Satisfaction : By listening to your customers, addressing their concerns, and incorporating their feedback into your products and services, you boost customer satisfaction. Further reading: Check out this article to learn more about important metrics to level up your game.

Voice of Customer 52

Voice of Customer Customer Success Net Promoter Score Social Media 52

Gainsight

JULY 11, 2023

But first, I want to thank the incredible Northpass team for building a leading company in a rapidly-emerging category over the past decade. Our vision is to elevate customer education into a mission-critical function at every company and build the #1 platform in the category.

2023 40

2023 Leadership 2012 2010 40

CSM Magazine

JUNE 28, 2022

Zenarate , the industry’s leading AI Conversation Simulation solution, had its AI Coach contact center training platform recognized as a runner-up in the Automation Solution of the Year category at the CCW Excellence Awards in Las Vegas. Zenarate AI Coach develops more confident and prepared agents, translating to improved business metrics.

Contact Center 52

Contact Center 2022 Healthcare Travel 52