CSM Practice

FEBRUARY 24, 2020

Your customers cannot be successful if they don’t use your solution offerings. Unfortunately, renewing their subscription contract with you, does not mean they are successful either. It is the job of the customer success team to maximize engagement with your technology or services in order to drive value for the customers. This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey.

Metrics 52

Metrics 2014 Customer Success Measurement 52

Happy or Not

FEBRUARY 24, 2020

Surveys are commonplace, and yet many businesses still forget to conduct them to obtain their own verified research. A survey can take many different formats and be used […]. The post What is a Survey appeared first on HappyOrNot.

Feedback 36

Feedback Customer Experience Customers 36

Feedbackly

FEBRUARY 24, 2020

Customer experience (CX) and employee experience (EX) go hand in hand. It’s a classic ‘chicken or the egg?’ scenario, and it’s still debated whether. The post Why You Need to Embrace Both CX and EX appeared first on Feedbackly.

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Employee Experience Feedback Customer Experience Customers 81

InMoment XI

FEBRUARY 24, 2020

Keep Your CX Program Fresh & Up-to-Date with Employee Experience It wasn’t long ago that practitioners spent their days clarifying the difference between customer service and customer experience, identifying the right technologies, building their teams, and stressing out over how to prove ROI. CX programs have come a long way. And now, innovative practices will.

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Webinar ROI Employee Experience Innovation 260

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

ShepHyken

FEBRUARY 24, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer service drives loyalty for Amazon-owned Zappos by Tabitha Cassidy. (Digital Commerce) The recently revamped VIP program Zappos launched has helped the Amazon-owned retailer build stronger customer loyalty and increase conversion.

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2020 Article Customer Service Exceptional Customer Service 105

UJET

FEBRUARY 24, 2020

There’s a saying: jack of all trades and master of none. The meaning behind this is that a person has knowledge of a variety of subjects and skills, but might not be an expert in any of them. So while that person can speak about a subject, they are not necessarily the best source available to dive deep into the matter at hand. This phrase can be applied to numerous industries and roles, however, when discussing customer support agents, it can be even more relevant.

Communication 101

Communication Presentation Customers Blog 101

Lithium

FEBRUARY 24, 2020

The wait is over everyone! The judges went through all of the submissions for the CMAD 2020 Contest and have decided the winners of the Engage 2020 tickets. Congratulations to and on winning the contest! We look forward to seeing you both in Austin at Engage 2020 later this year. The contest question was, “What advice would you give to a new Community Manager?”.

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2020 Engagement Article Management 98

NICE inContact

FEBRUARY 24, 2020

Today’s contact center leaders are measured on how they move the needle on customer experience (CX). It probably ranks as the #1 KPI in today’s customer centric contact enters. There is a heavy focus on understanding the customer profiles, the complex journeys they undertake across channels and gleaning multiple customer satisfaction surveys.

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Customer Experience Contact Center Customer Centricity Customer Satisfaction 62

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

NetBase

FEBRUARY 24, 2020

Burger King did something crazy last week – crazy like a fox. By showing its burger become super gross over time, it created buzz that has to be leaving competitors clamoring for a taste of BK’s online savvy. How did the king of burgers come up with an idea the produced CPG gold with mold? We’re guessing social listening had a good bit to do with it!

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Fashion Consumers Demo Loyalty 78

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on.

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

SurveySparrow

FEBRUARY 24, 2020

Performance Management is no trivial affair. Your company’s growth depends on the performance of your employees and you just can’t ignore them. It is therefore essential to keep your employees engaged and passionate towards their work by managing and assessing all their work, productivity, goals, feedback, issues and requirements. When that’s the case a performance management software can surely help you out to monitor and manage employee performance like a walk in the park!

2020 52

2020 Management Culture Feedback 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on.

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

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Measurement

Ecrion

FEBRUARY 24, 2020

written by. Craig T. Watkins. Ecrion Chief Revenue Officer. I log onto my mobile telephone company’s app and fill out an online form to add a new option to my plan. When done, an updated service contract is assembled into a PDF and emailed to me. This interaction is certainly part of my Customer Experience with them. And, it was a component of a Digital Experience.

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Customer Experience Multi-Channel Document 2002 52

CSM Practice

FEBRUARY 24, 2020

Your customers cannot be successful if they don’t use your solution offerings. Unfortunately, renewing their subscription contract with you, does not mean they are successful either. It is the job of the customer success team to maximize engagement with your technology or services in order to drive value for the customers. This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey.

Metrics 52

Metrics 2014 Customer Success Financial 52

Oracle

FEBRUARY 24, 2020

Note to the reader: these “ideas” are dripping with sarcasm, so get in the mood for some humor! Sure, you’ve heard lots of tips, tricks, and best practices on how to deliver a great customer experience. But maybe you’re the rebellious type who wants to implement a customer experience strategy that is so left-field that it could be genius…but could quite easily drive your company into the ground.

Customer Experience 49

Customer Experience Retail Customers Presentation 49

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs. You can follow the links above for each metric category.

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Metrics Net Promoter Score 2014 Customer Success 52

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

delighted

FEBRUARY 24, 2020

At Delighted, our goal is to provide businesses of all sizes with one easy-to-use customer experience (CX) platform for collecting and acting on customer feedback. Our many integrations simplify the process. In light of this, we’re excited to announce our latest integration with Friendbuy. Now you can easily display personalized referral links to you promoters, directly from the Delighted survey experience.

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Reference Return on Investment Touchpoint Feedback 42

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs. You can follow the links above for each metric category.

Metrics 52

Metrics Net Promoter Score 2014 Customer Success 52

Oracle

FEBRUARY 24, 2020

Sure, you’ve heard lots of tips, tricks, and best practices on how to deliver a great customer experience. But maybe you’re the rebellious type who wants to implement a customer experience strategy that is so left-field that it could be genius…but could quite easily drive your company into the ground. After all, though, what reward is achieved without a little risk?

Customer Experience 40

Customer Experience Retail Customers Presentation 40

CSM Practice

FEBRUARY 24, 2020

Your customers cannot be successful if they don’t use your solution offerings. Unfortunately, renewing their subscription contract with you, does not mean they are successful either. It is the job of the customer success team to maximize engagement with your technology or services in order to drive value for the customers. This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey.

Metrics 52

Metrics 2014 Measurement Blog 52

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Information

Calabrio

FEBRUARY 24, 2020

I got my start in contact centers by taking customer service calls. It was the late 90’s, and Titanic was dominating the box office. MMMBop was a huge hit, and Third Eye Blind ruled the charts. A lot of things have changed since then (like my hairstyle and affinity for wearing Jorts), but some things haven’t. One of the big things that hasn’t changed is how people feel about working at a call center.

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Contact Center Call Center Reference Presentation 52

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Even Data is reliable, accurate and complete, it can still become overwhelming. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

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Financial Metrics Customer Success 2014 52

Kustomer

FEBRUARY 24, 2020

Kustomer is excited to announce an enhanced integration with Attentive , a personalized mobile messaging platform for innovative brands & organizations that can quickly become a top 3 revenue channel. Using real-time behavioral data, Attentive automatically sends engaging text messages to each subscriber at every step of the customer lifecycle. Through this integration, retail and e-commerce brands can ensure their customers are getting the best support experience possible, whenever and wher

E Commerce 52

E Commerce E-support Retail Demo 52

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Even Data is reliable, accurate and complete, it can still become overwhelming. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Financial 52

Financial Metrics Customer Success 2014 52

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Customer Engagement