CX Journey

FEBRUARY 27, 2019

I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. Here's what happens and why the work is never done: Expectations change. Customers change.

Metrics 35

Metrics 2008 NPS Financial 35

CX Journey

FEBRUARY 27, 2019

I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. Here's what happens and why the work is never done: Expectations change. Customers change.

Metrics 32

Metrics 2008 NPS Financial 32

Lumoa

AUGUST 23, 2021

New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention. However, customers say that most companies fall short when it comes to meeting their expectations. What would make your life easier?

Customer Experience 94

Customer Experience Social Media 2020 Customers 94

ProProfs Chat

APRIL 24, 2020

What’s more, you get more time to come up with effective ways to actually work upon your products in order to mee the needs of your customers faster. Brand Your Business to Improve Customer Retention. It is calculated by simply dividing the number of cases solved during the first interaction by the number of all requests.

Customer Service 82

Customer Service Social Media Customers Communication 82

ClientSuccess

AUGUST 10, 2022

Whether you’re working with large enterprise customers or smaller startups, the metrics you use will be the same. Customer success teams rely heavily on KPIs and success identifiers to understand if they provide the right level of support and attention to their customers. Toolkit: Customer Success Metrics Toolkit.

Customer Success 78

Customer Success Metrics NPS Measurement 78

Integrity Solutions

SEPTEMBER 28, 2023

Customers expect to have their needs and opportunities looked out for. When you add real value through problem solving, asking questions and continually presenting new ideas and insights, your customers will view you as a trusted advisor and partner, not just a vendor. In other words, they have a conversation with you.

Customer Service Training 110

Customer Service Training Customer Service Contact Center Culture 110

Totango

FEBRUARY 5, 2019

Here are the main reasons for customer churn and how you can address these issues: Slow Onboarding: Customers may become frustrated with your product if there is a significant delay between the promise and the delivery. Establish a customer journey roadmap that creates realistic expectations and lets you know if progress has stalled.

ROI 76

ROI Customer Success Customer Journey Roadmap 76