ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. To explore some of the most controversial topics in CS today and hear what those on either side of the debate have to say, we asked four industry experts to weigh in. 1: Is NPS a Customer Success metric?

Customer Success 98

Customer Success NPS Metrics Net Promoter Score 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. To explore some of the most controversial topics in CS today and hear what those on either side of the debate have to say, we asked four industry experts to weigh in. 1: Is NPS a Customer Success metric?

Customer Success 97

Customer Success NPS Metrics Net Promoter Score 97

BirdEye

NOVEMBER 8, 2023

If you want to gain more customers, you need to improve the quality of reviews you have across platforms. This is where businesses are appraised, critiqued, and advocated for by customers. Here are 5 tips to get more customer reviews How does Birdeye help you get more reviews from satisfied customers?

Travel 57

Travel Hotels Social Media Healthcare 57

Customer Bliss

MARCH 29, 2017

I just knew there were certain things I needed to focus on; to do and to achieve. I came to understand that leadership, integrity, and honesty of purpose is what you do when no one is watching. Whether we realize it or not, we are all here to determine what our real intent is in life. Customers are a Good Judge of Character.

Leadership 208

Leadership Culture Telecommunications Customers 208

Customer Bliss

SEPTEMBER 5, 2017

Damian and I discuss how he is leading the transition, in partnership with his CEO, to make AGL Energy of Australia a service business that happens to supply energy. His expertise is in customer experience management, business transformation and cultural change programs. About Damian.

Customer Centricity 147

Customer Centricity Touchpoint Culture Banking 147

Kustomer

JANUARY 27, 2022

Our families need us, our friends need us, our countries need us, and hidden amongst these needs is an implicit truth more important now than ever: our customers need us. If a customer has one negative experience it takes 12 positive customer experiences to make up for it. Technology.

Customer Service 105

Customer Service Social Media Customer Service Representative Customers 105

Customer Bliss

MARCH 22, 2018

” Claudiu mentioned that he lives by this quote, and I think it’s a phrase that truly embodies what customer experience is about. Our work as CX practitioners is to put the customer first and think about how we can positively affect their interactions with our brand and organization. Check Your Ego at the Door.

Chief Customer Officer 129

Chief Customer Officer Culture Financial Leadership 129

Beyond Philosophy

JUNE 11, 2021

In my early career, I never thought I could fire a customer. I felt like if a customer wanted to be a customer, I should let them. Now, I believe that the customer relationship goes both ways and customers that aren’t treating your organization or employees well should get sacked.

Net Promoter Score 99

Net Promoter Score Airlines Banking Telecommunications 99

Customer Bliss

JULY 12, 2016

In this episode, I’m talking with Dave Mingle, the General Director of Global Customer Experience Execution and Planning for General Motors. First, they needed to evaluate and establish the need for embedding customer experience. This includes customer and dealer standards, as well as contact centers.

Customer Experience 0

Customer Experience Retail Customer Journey Mapping Automotive 0

West Monroe

MAY 16, 2022

That’s what executives proved in West Monroe’s latest quarterly executive poll. You only need to read each morning’s news to understand why. Russia’s invasion and ongoing war in Ukraine has significantly disrupted international relations still fragile from the pandemic and supply chain issues.

2022 98

2022 2021 Banking Competitive Advantage 98

Help Scout

JUNE 30, 2021

If you’ve been scared to hire people from distant time zones or are struggling to work effectively with people across the planet, then keep reading. If you’ve been scared to hire people from distant time zones or are struggling to work effectively with people across the planet, then keep reading.

Culture 134

Culture Presentation Competitive Advantage Communication 134

Beyond Philosophy

DECEMBER 10, 2021

Sitting there amongst 1,000 people, I had an epiphany about what I wanted to do with the rest of my career. Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. Doing so has business implications because when you do, people come back and bring their friends. .

NPS 109

NPS Books Net Promoter Score Leadership 109

ProProfs Chat

JANUARY 7, 2020

Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . It only takes one bad experience for the customer to swear off your business forever. . Improved customer service. Fast forward to 2020.

Customer Service 112

Customer Service Customer Centricity Customers Customer Journey 112

Method:CRM

FEBRUARY 27, 2019

You know the stereotypes: “boring,” “bean counters,” or “math nerds.” You may even have an image in your mind of the desk-bound pencil-pusher sitting in a dark room poring over people’s taxes. Accountants speak the language of business. Innovation and advanced technology lie at the heart of nearly every new business model.

Financial 61

Financial Consulting Competitive Advantage Innovation 61

Kustomer

APRIL 15, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by guests Matt Dixon from Tethr and Vikas Bhambri from Kustomer to discuss Matt’s most recent research on over one million customer service phone calls. Listen to the full episode to learn more.

Contact Center 92

Contact Center Call Center Travel Insurance 92

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. Look forward to reading his book!

2016 267

2016 Innovation Marketing Insights 267

Beyond Philosophy

OCTOBER 4, 2018

These times affect how we behave, and that can have repercussions for your Customer Experience. I carry over this self-management strategy to my behavior as a customer. In other words, if I have to make a significant financial decision or sort through a complex buying process, I have the rule to sleep on it. For example.

Sports 141

Sports 2016 Government Presentation 141

West Monroe

NOVEMBER 28, 2022

Episode 6: What does it mean to put the customer first? Listen to " What Does It Mean to Put the Customer First?" Happy customers are the lifeblood of an organization–but understanding what they need takes a daily commitment. on Spreaker. About the episode. Tiffani Bova. Created with Lunacy.

2022 52

2022 2009 2008 Customer Centricity 52

Kustomer

NOVEMBER 18, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with Randall King from Conduent to teach new CX leaders how to navigate large-scale transformation. Managing for Results. Managing for Results. Tune in to the full podcast to learn more.

Customer Experience 104

Customer Experience Customers Multi-Channel Management 104

CX Journey

MARCH 13, 2019

According to CX Network’s latest Annual Global State of CX Report , showing return on investment (ROI) from CX projects is one of the top challenges troubling CX practitioners. Some CX initiatives are relatively simple to justify financially because they have obvious cost or operational advantages which benefit both business and customer.

Customer Experience 60

Customer Experience ROI NPS Financial 60

ChurnZero

JUNE 12, 2020

This is a guest post by Jason Conrad, Advisory Board Member of Customer Imperative. Beloved by their tactical peers, operations brings needed order and logic to busy, results-oriented teams. Why You Need Operations to Scale. They focus on how to get things done faster, better, and more efficiently.

Customer Success 80

Customer Success Metrics Leadership Customer Retention 80

Magellan Solutions

MARCH 29, 2021

It can potentially increase your income, customer trust, and efficiency. But outsourcing service comes with risks that you must consider first. Business jumps into hiring a legal outsourcing partner without considering all aspects of it. That is only one of the many mistakes people make before getting a BPO partner.

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E-support 2013 E Commerce Call Center 52

BirdEye

MAY 1, 2023

Many business owners don’t know how to price their products or services. Getting your pricing strategy right helps your business grow and turn profitable. In this blog post, we’ll explore everything you need to know about pricing strategy and its best practices for your business model.

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Telecommunications Consumers Customer Retention Marketing 98

Magellan Solutions

JULY 11, 2022

How can a business thrive during a recession? . Like earthquakes, floods, tornadoes, and bushfires, a recession is inevitable in businesses. This kind of hump shouldn’t be looked at negatively because it can push business owners to be smarter and more strategic about how they run their businesses. .

2008 40

2008 Financial 2007 2009 40

Comm100

MAY 20, 2022

Customer service expectations have never been higher. The burden now firmly sits with organizations of all sizes and industries to match these expectations – or lose out on business. When today’s customers reach out for support, they want support anytime, anywhere, effortlessly. Chapter 1: What is live chat software.

2021 75

2021 Multi-Channel Consumers Connections 75

ShepHyken

MARCH 23, 2018

What professional skill is highly overlooked, underrated, often treated as an afterthought, yet is as vital as fuel for any vehicle on a company’s road to success? These five common revenue leaks, many of which are related to those top concerns, are directly impacted by enterprise-wide communication practices.

Communication 82

Communication Blog Leadership Airlines 82

Kustomer

JUNE 12, 2020

Our families need us, our friends need us, our countries need us, and hidden amongst these needs is an implicit truth more important now than ever: our customers need us. If a customer has one negative experience it takes 12 positive customer experiences to make up for it. Technology.

Customer Experience 59

Customer Experience Multi-Channel E-support 2020 59

ChurnZero

SEPTEMBER 7, 2023

If you were your own customer, would you want to sit through your quarterly business review (QBR)? The QBR has become an industry staple—and polarizing topic—in customer success. QBRs, when designed with respect to customer needs, are an effective tool to gain strategic alignment between a vendor and an account.

Presentation 52

Presentation Customers Engagement Customer Success 52

Beyond Philosophy

MAY 24, 2016

My friends at Keller Fay Group (Ed Keller and Brad Fay) have conducted research which once again demonstrates that everyday people, i.e. consumers, customers, suppliers and employees, can have a significant on the product and service vendor decisions individuals make in the marketplace.

Brands 94

Brands Social Media B2B Government 94

ERDM

NOVEMBER 10, 2020

The ‘glass-is-half-full’ optimist in me says, ‘Here’s a global crisis – let’s use this time to identify all the things we need to do to create significant improvements in the customer experience ,” says Baruch, who is executive vice president and chief strategy and marketing officer at MSC Industrial Supply Co.,

E Commerce 52

E Commerce B2B Net Promoter Score E-support 52

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. The majority of existing partnerships at big loyalty programs are brokered with one goal in mind: creating more value for the most frequent customers.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Magellan Solutions

MARCH 30, 2021

What Are The Best Call Center Outsourcing Companies in USA For Your Business? There are a lot of companies outside the country that offer call center services. Still, it is still better than putting up a team for an in-house customer support care. We need to consider the price, range of sectors it serves and convenience.

Call Center 52

Call Center Hospitality Government Financial 52

SurveySensum

JULY 4, 2023

According to a recent article, “The five disciplines of customer experience leaders” by Bain & Company , excelling in customer experience can have a significant impact on a company’s revenue. In fact, companies that prioritize customer experience have been found to grow their revenue by 4-8% above their market average.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Feedback 52

SurveySensum

JULY 4, 2023

According to a recent article, “The five disciplines of customer experience leaders” by Bain & Company , excelling in customer experience can have a significant impact on a company’s revenue. In fact, companies that prioritize customer experience have been found to grow their revenue by 4-8% above their market average.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Feedback 52

Magellan Solutions

MAY 8, 2021

How can I know when it is time to get a VA? . The demand for Virtual Assistant is skyrocketing, but it is hard to say whether this is just a coincidence or this is the future of businesses. The pandemic puts businesses into a tight spot wherein growth and opportunity moves slowly. Content Writing & Management.

Social Media 52

Social Media 2013 Consulting Technology 52

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. 13:20 – Nick shares his blog post about the four-step playbook for reopening with your customers.

Customer Success 85

Customer Success Books Customers Chief Customer Officer 85

BirdEye

JULY 27, 2023

You own a small or mid-sized business and are ready to invest in a strategy that is a game changer, like buying or merging with another company. In this blog, we’ll investigate horizontal vs. vertical integration strategies to understand if it’s more beneficial for your business to move up or sideways.

Government 52

Government Retail E Commerce 2017 52