Customer Bliss

DECEMBER 12, 2017

In my conversation with Isabella Lau , who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella is driving both brand, operational, and cultural leadership – and why her unique background in both operations and marketing prepared her for success.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

Integrity Solutions

AUGUST 24, 2022

If you’ve implemented sales training this year, you’re not alone. Studies have shown that upwards of $15 billion is spent annually on sales training in the United States alone. And are there specific sales training strategies behind that critical investment to help ensure its success and strong ROI?

Sales 86

Sales Workshop Culture Leadership 86

Andrew Mcfarland

SEPTEMBER 23, 2022

This is a high-paying job that does not require prior sales experience. You can earn as much as $100k per year with a commission as a high-performing software sales rep. They should also be better equipped with sales skills, such as social media and sales for life. A sales manager works with large-profile customers.

Sales 48

Sales Financial Social Media Advertising 48

ShepHyken

MAY 13, 2024

8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. Magazine) With the advent of the internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have changed. Ease of use. Engaging offers and new products.

Article 74

Article Customer Service 2024 Loyalty Programs 74

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

Customer Bliss

MAY 9, 2018

Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own. Pivotal Leadership Shift: Elevate Customers as Assets.

ROI 245

ROI Customer Experience Leadership Measurement 245

Integrity Solutions

SEPTEMBER 30, 2022

While recession fears and speculation continue to bubble up, the economy has been plugging along, and that means your sales could be through the roof right now. When costs eat into revenues and there’s no long-term expectation of things reverting back, it’s time to have that discussion about raising prices with customers.

Sales 56

Sales Leadership Communication Customers 56

Customer Bliss

JANUARY 25, 2018

Tamar Cohen , Head of US Customer Experience for Zoetis , a leader in animal health services, shares how she led the leadership team in building the company’s CX platform and organization from the grounds up. Tactics to Transform and Build Customer Experience.

Leadership 175

Leadership Culture Government Customers 175

Experience Investigators by 360Connext

APRIL 23, 2024

Prioritizing the right CX management not only helps in retaining customers by improving their experiences, but also enhances the overall brand image and increases profitability. Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ShepHyken

DECEMBER 31, 2021

You create satisfied customers who are more likely to recommend your company to others. That means retention strategies not only help you keep existing customers but also help build your customer base. . 5 Customer Service Strategies That Improve Retention. Be an Open Communicator .

Customer Service 136

Customer Service Customer Retention Customer Service Strategies B2C 136

ChurnZero

DECEMBER 2, 2022

Does your Customer Success team have the right structure, workload, and engagement model to hit its goals? If (nearly) missed targets are becoming the norm, it might be time for you to dust off and revamp your customer segmentation strategy. Q: What were the major lessons learned from re-segmenting your customer base?

Books 98

Books Webinar Chief Customer Officer Customer Base 98

Customer Bliss

FEBRUARY 25, 2016

Your goal as CCO is to unite the leadership team in delivering one-company customer experiences and connecting the delivery to business growth. This will require the removal of survey score addiction and a shift in leadership thinking. Your opportunity is to gain leadership’s attention to this simple definition of success.

ROI 135

ROI Customer Experience Leadership Metrics 135

Totango

JUNE 28, 2022

The primary mission of a Chief Marketing Officer (CMO) is to foster growth, attract new leads, and increase sales by effectively communicating the value the company’s products and services can provide. During an economic downturn, your greatest investment should be in your current customer base.

Return on Investment 74

Return on Investment Competitive Advantage ROI Communication 74

West Monroe

APRIL 9, 2023

Those notions may not adequately address the needs of their recently expanded customer base. Companies should actively engage and communicate with their newly acquired customer base—beginning on Day 1 of the post-sale integration—to gain a deeper understanding of their needs and expectations.

Leadership 52

Leadership Customer Centricity Financial Roadmap 52

West Monroe

APRIL 9, 2023

Those notions may not adequately address the needs of their recently expanded customer base. Companies should actively engage and communicate with their newly acquired customer base—beginning on Day 1 of the post-sale integration—to gain a deeper understanding of their needs and expectations.

Leadership 52

Leadership Customer Centricity Financial Roadmap 52

Totango

FEBRUARY 5, 2024

In: A hand-in-hand, three-team approach to customer success where Sales, CS, and Marketing work together to guide customers through the entire customer journey. Out: The old-school Sales-to-CS handoff. No more “Here’s your customer success manager, see you never!” emails from the sales rep.

Multi-Channel 99

Multi-Channel Sales 2024 Customer Success 99

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. Hence, the the role of a chief customer officer (CCO) which we define this way.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Customer Satisfaction 52

Lumoa

JUNE 30, 2022

Support interactions are an important part of the customer experience you’re creating, but making them the main thing can hurt you. It creates one main challenge: Are the insights you gain from tickets representative of your customer base? Pick one area and make a change to the customer experience.

Customer Experience 110

Customer Experience Metrics Feedback Insights 110

ClearAction

NOVEMBER 3, 2017

Is Operations Involved in Customer Experience? How would you like to reduce customer churn by 27%, increase Net Promoter Score TM by 65%, and outperform competitors by 20% in sales, purchasing, ordering, installation, billing, service inquiry, maintenance and account management processes? Lynn Hunsaker.

Customer Experience 119

Customer Experience Net Promoter Score B2B Leadership 119

Gainsight

SEPTEMBER 29, 2021

The next step is to use the data produced by the system to tell a story not only about your customers, but also about your product and your company. You will need to communicate past results, renewals, and upsell forecasts to executives above you and perhaps even the board of directors. Communication.

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Chief Customer Officer 59

Kustomer

JUNE 1, 2023

In this blog, we explore: The importance of using personalization in customer service How to create data-driven personalization The benefits of data-driven personal customer service Personal customer service examples Why Is It Important to Use Personalization in Customer Service?

Customer Service 78

Customer Service Customer Service Strategies Hotels Social Media 78

ShepHyken

MARCH 12, 2021

He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. They may end up losing a lot of customers, and thereby, revenue opportunities.

B2B 150

B2B E Commerce B2C E-support 150

ClearAction

FEBRUARY 7, 2020

Here’s how you can ensure longitudinal value in customer experience: 1) Manage Your Brand Promise. There’s the official statement, and then there’s everything else that’s communicated, both formally and informally. Everything we suggest, and the way we do it, becomes our actual brand promise in customers’ minds.

Marketing 77

Marketing Customer Experience Brands Leadership 77

One Millimeter Mindset

MARCH 7, 2019

I recall a bunch of client conversations I had as a sales newbie. Their existing client base, of course, became my newbie client base. Because former sales people are fired when they do not made their numbers, right? Your company is like a revolving door, especially when it comes to retaining sales reps.”.

Customer Retention 68

Customer Retention Workshop Sales Leadership 68

Totango

NOVEMBER 27, 2023

We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. Check out three highlights from the conversation, and listen to the full podcast to gain more insights and tips on how your teams can create a mutually beneficial relationship between CS and sales.

Sales 71

Sales Document Customer Success Communication 71

West Monroe

APRIL 9, 2023

Those notions may not adequately address the needs of their recently expanded customer base. Companies should actively engage and communicate with their newly acquired customer base—beginning on Day 1 of the post-sale integration—to gain a deeper understanding of their needs and expectations.

Leadership 40

Leadership Customer Centricity Financial Roadmap 40

ChurnZero

NOVEMBER 24, 2020

Why is your Customer Success team underfunded, marginalized, and overlooked? Churn is referred to as a “Customer Success problem” inside your organization. Customer Success is an afterthought in strategic planning, key decisions, and cross-functional communication (this can be insidious and harder to spot).

Customer Success 59

Customer Success Leadership Net Promoter Score Culture 59

Customer Bliss

MAY 2, 2019

It takes skill to synthesize the knowledge you’ve gained and then disseminate in a way that will help leaders make financial, cultural, and leadership decisions. She realized that having a relationship manager was the lynchpin to ensuring that the customers would gain more value from the product.

Chief Customer Officer 149

Chief Customer Officer Financial Consulting Customer Retention 149

Gainsight

MARCH 8, 2022

This is a huge problem because, as we know, customer expansion is a critical part of Net Revenue Retention (NRR). . That’s where Gainsight’s new Customer Success Qualified Leads (CSQL) feature comes in. Drive more value for each opportunity with helpful customer information like Health Score, NPS, ARR, and more.

Insights 98

Insights NPS Events Leadership 98

Lumoa

OCTOBER 24, 2023

Companies can also commit to preserving nature and allowing their customers and employees to enjoy their bounties by promoting initiatives that protect the environment. Companies should convey their sense of empathy through their communications with clients, offering assurances that they understand their problems.

Competitive Advantage 83

Competitive Advantage Customer Experience Net Promoter Score Culture 83

Magellan Solutions

MARCH 26, 2024

Customization: You should check whether the BPO you are considering allows you to customize the service you require. In other words, the provider must allow customizing support to suit your business model, customer base, and product offering. However, offshore outsourcing is often cheaper than nearshore services.

Customer Service 52

Customer Service Multi-Channel E-support E Commerce 52

Education Services Group

FEBRUARY 26, 2023

It involves informing and educating people across your organization about your vision for Customer Success and what it can do for the business. Often, our counterparts in other departments, like Marketing, Sales, and Product, don’t have a clear idea of what Customer Success actually is, or worse, they do have an idea but it’s wrong.

Customer Success 97

Customer Success Leadership Customers Sales 97

Think Customers

DECEMBER 8, 2015

While companies are constantly looking for ways to engage and connect with their customer base, the greatest gap in strategic development often stems from the lack of communication and understanding between frontline staff and organizational leaders.

Sales 56

Sales Blog Connections Customer Base 56

Customer Bliss

FEBRUARY 12, 2019

Today’s video is an excerpt from a keynote speech, The 5 Leadership Competencies of Beloved Companies , which I recently presented at Cult the Gathering. . Beloved companies do a set of deliberate things to be the kind of company that customers want to be a part of, and employees can’t wait to be a part of.

Metrics 195

Metrics Chief Customer Officer Customers Leadership 195

One Millimeter Mindset

FEBRUARY 27, 2019

At least, that is what your sales team tells you. Except that new customer acquisition is, well, flat or nonexistent. And cash flow appears to be flowing, which means that customers are paying invoices on time. So why try to hire “new” customers? Her playbook of communication hacks, Do YOU Mean Business?

Workshop 70

Workshop Download Sales Blog 70

ClientSuccess

JULY 5, 2017

For customer success leaders, these roadblocks or pitfalls can be the tipping point between customer satisfaction and customer churn. 5 Common Success Post-Sales Pitfalls. Understanding Post-Sales Lifecycle Management. Pitfall #1: The Sales Handoff (Poor Knowledge Transfer). The Sales Handoff Strategy.

Sales 40

Sales Customer Success ROI Customers 40

ChurnZero

AUGUST 14, 2020

Its workstreams rely upon inputs such as sale’s manual data entry and gut instincts. Since buyers typically follow a uniform purchasing journey, CRMs are ideal for managing a sales pipeline. (If If you think a CRM is suitable for post-sale customer management, you’re wrong and here’s why.). Sales or Sales Operations.

Customer Success 87

Customer Success NPS Webinar Net Promoter Score 87