C3Centricity

SEPTEMBER 20, 2015

Marketing is a great profession. I’ve worked in or with marketing teams for most of my career. The post Marketers, Do You Know Everything You Should? From the outside, they are seen as the department that comes in late, parties every night and gets to talk about advertising at conferences in exotic places.

Marketing 91

Marketing Advertising Brand Values Connections 91

Daniel Group

FEBRUARY 5, 2021

Lynn Daniel, CEO, The Daniel Group, interviews Jodi Phillips, Marketing Manager, Butler Ag Equipment. They discuss how Butler “realized years ago it isn’t just about the scores in those surveys, it’s about how we’re treating customers. So we evaluate our introduction to the customer. Butler Ag Equipment.

Leadership 111

Leadership 2011 Communication Culture 111

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy.

Customer Success 92

Customer Success 2023 B2B Customer Relationship Management 92

ShepHyken

JULY 29, 2016

Your customer preferences could include: Medium of communication (e.g. Do they prefer formal, or informal communications?). Always remember the golden rule of customer service: Treat your customers the way they want to be treated. An open “conversational” view of every customer service exchange.

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Blog Customer Service 2005 Social Media 89

ShepHyken

OCTOBER 27, 2023

This week, we feature an article by Srushti Shah, Head of Product Marketing for Middleware. She writes about how flexible workspaces revolutionize work, enhancing customer experiences through cost savings, increased productivity, and a dynamic, collaborative environment. Srushti Shah is the Head of Product Marketing for Middleware.

Customer Experience 59

Customer Experience Workshop Sports Innovation 59

ChurnZero

AUGUST 13, 2021

[A] Anika: We’re in a very, very different space where, first of all, you’re having Customer Success departments report into different heads versus, when I think of Customer Success before, it was a part of Marketing and Sales, and it was an add-on. You want to be considered like a Sales or a Marketing department.

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Answer Dash

NOVEMBER 21, 2018

(This article is originally published at IT-Online ) According to Gartner, customer experience (CX) – more than products or solutions – is the new battlefront for business, with 81% of marketers saying that by 2020 they expect to be competing mostly or completely on the basis of CX. As a society we are becoming more immediate.

User Experience 75

User Experience Social Media 2025 2010 75

Customer Bliss

APRIL 27, 2018

These actions also help you and how they should efficiently use the customer listening information they gather, to avoid clutter in the future. 8 Steps to De-Clutter Your Customer Listening Data. Find all of the surveys being sent from marketing, call centers, product development, partners, and so on. That customers did notice.

Effort Score 181

Effort Score Customer Journey Social Media Call Center 181

CSM Practice

MAY 13, 2020

Customer success managers need to keep tabs on changing customer needs and customer news in a scalable way to quickly identify and align service offerings with the new expected business outcomes. ? Get Everyone Involved. Customer centricity doesn’t apply to customer success alone.

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Customer Success Customer Centricity Financial Metrics 128

Beyond Philosophy

APRIL 21, 2022

Marketers want to target specific customers to get them to buy their product or service. However, different customers want different things delivered in different ways—and for different reasons. So, with all these differences, how do you find the customers that want the same things and target them the same way?

Entertainment 88

Entertainment Customers 2022 2019 88

ShepHyken

MARCH 19, 2018

Infographic: What Marketers Need to Know About Changing Customer Service Expectations by Erik Wander. My Comment: Let’s start this week off with some compelling stats about our customers’ changing expectations. 23% of customers say their expectations of customer service are higher than they were a year ago.

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Article 2018 Customer Service Loyalty 81

C Space

MARCH 12, 2020

The bigger risk is that the customers you lose may never return, limiting your future growth potential. Companies who get their core customer and a have an open line of communication with them can respond to market changes in ways that are relevant to their customers.

Tourism 59

Tourism Travel Sales Government 59

Grade.us

JULY 17, 2018

Is your client's marketing stale? The local marketing strategies they're using used to work. Their client's marketing shows signs of fatigue. Your client's customers seem to be less interested in their products or services. Traditional, evergreen local marketing strategies don't work anymore? Customers change.

Marketing 20

Marketing Social Media Sports Events 20

SurveySensum

MARCH 14, 2024

After working in the CX industry for over 10 years, this much is clear to me – customer satisfaction is THE MOST important pillarstone of your business. And the key to improving it is by understanding your customers and listening to their voices via customer satisfaction surveys.

Customer Satisfaction 52

Customer Satisfaction Banking Insurance Feedback 52

Education Services Group

JUNE 4, 2020

You can utilize incubation to try a new communication strategy on an established segment of your customers or to test new aspects of your CS framework as you build out. You would then outline a process that makes the most sense for your customers. Evolving with your customers…and the market. Customers change.

Customer Journey Mapping 52

Customer Journey Mapping Customer Success Customer Journey Communication 52

Totango

AUGUST 7, 2020

The challenge of the digital marketplace is to make every customer feel like they are your only customer. Thankfully, the same advances that helped build that digital market also make it possible to provide every customer with personalized service. Producing Instant, Highly Visible Customer Health Checks.

Customer Success 62

Customer Success Customer Centricity Metrics Customers 62

ProProfs Chat

APRIL 24, 2020

Adapt Communication Skills as per Customer Expectation. The way your business communicates with customers has a major impact on their impressions of your brand. According to McKinsey , 70% of the customers’ journey is impacted by the way they think you treat them. Being expressive.

Customer Service 82

Customer Service Social Media Customers Communication 82

Oracle

DECEMBER 3, 2019

Change #4: The rise of social media means companies now interact with customers far outside the standard purchase/support cycle, blurring the line between support and public relations/advertising. Change #6: Some of these CX encounters occur on personal messaging apps rather than via traditional web chat, phone calls, or email.

2020 51

2020 Social Media Multi-Channel Retail 51

SurveySparrow

APRIL 3, 2020

A semi-fictional representation of your ideal customer is called a buyer persona. It is arrived at based on market research and data about your existing customers. By knowing who exactly you need to target, your marketing gets better, your communication strategy will get refined and you will have better results.

B2C 52

B2C B2B Magazine Information 52

Daniel Group

SEPTEMBER 1, 2019

While there’s usually nothing wrong with an 8, Bain & Company, the developers of NPS, report that over 80% of referrals come from customers who score 9 or 10. We’ve found this metric to hold true in our own experience conducting voice-of-customer surveys in B2B industrial markets. communicating clearly and proactively.

Loyalty 53

Loyalty Net Promoter Score NPS Customers 53

Comm100

APRIL 27, 2020

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from. Even if your customer changes region (i.e.

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Omnichannel Download Automotive Connections 59

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

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Culture 2002 Customer Centricity 2007 83

CSM Practice

MAY 16, 2020

Customer success managers need to keep tabs on changing customer needs and customer news in a scalable way to quickly identify and align service offerings with the new expected business outcomes. ? Get Everyone Involved. Customer centricity doesn’t apply to customer success alone.

Customer Success 52

Customer Success Financial Metrics Customer Centricity 52

Lumoa

AUGUST 23, 2021

Just like receiving a text message on your phone, tone allows for interpretation but being able to see facial expressions and read body language can relay a sense of competency and trust among customers. Embrace the rise of messaging apps One way might be to incorporate texting into your communication channels.

Customer Experience 94

Customer Experience Social Media 2020 Customers 94

SurveySparrow

DECEMBER 11, 2020

If you’re stuck with your business and not sure how to market your service, then we got your back. On the other hand, Pizza Hut and Taco Bell used this opportunity to market their product. Another great example of marketing amid a slowdown is Amazon. Changes that Shape Advertising Strategies During Slowdown.

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Advertising Social Media 2009 Brands 52

C Space

MARCH 25, 2020

Build cultural understanding : We have the ability to understand how customers from one side of the world to another are experiencing and reacting to changes, allowing us to tailor local marketing and comms so messages feel authentic and relevant.

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2002 Airlines 2003 Travel 40

ShepHyken

JULY 3, 2023

My Comment: I geek out over customer service and CX stats, so much so that I conduct annual customer service and CX research to help understand what consumers want and expect regarding service, communication, and more. Not all customers are the same, therefore, they shouldn’t be treated as such.

2023 12

2023 Article Customer Service Magazine 12

Education Services Group

MAY 23, 2022

CSMs can come from business development/Sales, or they can come from Support, Marketing, and even Product. 5 things to remember for your customers. Change is hard (in a different way). Whether CS is an entirely new offering or you’re expanding it to new parts of your customer base, there will be a period of adjustment.

Customer Success 52

Customer Success Sales Customer Satisfaction Management 52

CSM Practice

AUGUST 26, 2019

It is amazing how many organizations do not focus on how to change the behavior of their internal groups to help them understand the behavior of their external customers. Changing management is hard but critical to the success of a CS team. Ultimately, that change in behavior is what delivers your ROI.

Customer Success 49

Customer Success Net Promoter Score ROI Measurement 49

Amity

OCTOBER 3, 2016

The biggest challenge here is that many CSMs don’t know the actions they should take to help their customers achieve the business outcomes they want. They don’t have the strategies, processes, and methods they need to help their customers change the way the customer does business.

ROI 76

ROI Roadmap Measurement Customers 76

Answer Dash

JANUARY 9, 2019

That’s almost as egregious as thinking that customer experience is simply something handled by the customer service team. Companies like Ritz Carlton, Trader Joe’s and Virgin America are known for their amazing customer experiences because they involve every employee in the process. That’s not the case.

2019 82

2019 Customer Experience Insurance Retail 82

Amity

MAY 6, 2014

De-Risking the First 90-Days for Your SaaS Customer. The following is part of a series of conversations about Customer Success Management (CSM) between Pam McBride, Director of Marketing at Amity and Jason Whitehead, CEO of Tri Tuns. With all this knowledge and understanding they just need a means of communicating it.

ROI 48

ROI Customer Success Roadmap Measurement 48

ChurnZero

MAY 13, 2022

They cannot live and die by every single thing that happens to every single customer. A lot of the disconnect between those teams is how they share their insights, how they share their perspective, how they communicate with one another. As your team changes, as your customers change, as your product changes, you have to adapt to that.

Chief Customer Officer 98

Chief Customer Officer Customer Success Feedback Customers 98

Service Untitled

FEBRUARY 17, 2010

So, what can you do to determine if you are meeting your customers’ service expectations? The first thing you’ll want to do is identify the service expectations of your customers. Take some time to review marketing and service/product information for service promises that could play a big part in expectations.

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Blog 2010 2006 Poor Customer Service 41

Integrity Solutions

SEPTEMBER 28, 2023

Your people and processes have to adapt and meet the customer where he or she is. Training needs to focus on helping your teams understand how different customers want to be communicated with and then giving them the skills and tools to tailor their approach to provide consistently excellent service across channels and customers.

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Customer Service Training Customer Service Contact Center Culture 107

C3Centricity

NOVEMBER 20, 2017

This shows the power of taking the consumers’ perspective, especially when segmenting a market. The one you use, will depend upon whether you are looking to grow your brand through your marketing activities or looking to develop a new product or service offer. Does Your Marketing Need a Boost? How are your customers changing?

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Definition Insurance Books Insights 67

Comm100

FEBRUARY 22, 2018

Is the bot supposed to help customers easily access simple support solutions in your knowledge base? Is it supposed to further your company’s marketing outreach by providing customers with a useful service, such as health tips, recipes, or investment recommendations? How about all of the above?

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Books Consulting Information Interaction 47