Customer Bliss

MARCH 12, 2020

Recognize that, at the end of the day, we are all here to grow our business—and that’s what your C-Suite cares about. Leaders should do the following three things when you take on the responsibilities of a chief customer officer or head of customer experience. That’s how good you were at acquisition.

Measurement 289

Measurement Chief Customer Officer Metrics Download 289

Lumoa

JUNE 30, 2022

If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. As a CX leader, it’s possible to feel a little demotivated by that. You can become a driver of change.

Customer Experience 110

Customer Experience Metrics Feedback Insights 110

Retently

MARCH 29, 2023

To show you the bigger picture, this is more than 70 percent of annual sales for the leader in this market segment – Mercedes Benz C-Class. Tesla is a definite leader in NPS® benchmarks, taking into account that anything above 40 is still considered a very good score in the auto industry.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

ShepHyken

NOVEMBER 9, 2023

She writes about the five ways to become an effective and efficient customer service manager. Perhaps you’re thinking of trying to move up the ranks of your organization to become a customer service manager, or perhaps you already are one but want to hone your skills. Either way, this article is for you.

Customer Service 55

Customer Service Management Leadership Communication 55

ShepHyken

DECEMBER 6, 2022

In that interaction, they become the Chief Moment Officer. When we hire good people and train them to do what they are supposed to, they become empowered to make good decisions for the customers, fellow employees, and the company. It needs to be intuitive to eventually become “just the way we do business.”

Customer Centricity 120

Customer Centricity Culture Leadership Healthcare 120

Lumoa

APRIL 28, 2024

78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024. But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response?

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

Lumoa

MARCH 21, 2023

Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

Integrity Solutions

SEPTEMBER 2, 2022

More than two years later, even with the threat of a recession looming in the background, companies continue to struggle with finding talent to fill open positions. More than two years later, even with the threat of a recession looming in the background, companies continue to struggle with finding talent to fill open positions.

Management 119

Management Culture Leadership Engagement 119

ChurnZero

MARCH 24, 2023

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. Using only NPS to measure a CS team is far too narrow, it’s easy to game (depending on who you survey and how you cut the data), and it lacks context. Here’s why.

Customer Success 98

Customer Success NPS Metrics Net Promoter Score 98

ChurnZero

MARCH 24, 2023

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. Using only NPS to measure a CS team is far too narrow, it’s easy to game (depending on who you survey and how you cut the data), and it lacks context. Here’s why.

Customer Success 97

Customer Success NPS Metrics Net Promoter Score 97

Lumoa

FEBRUARY 14, 2024

Reviewing your existing CX strategy is a good place to start. The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

Beyond Philosophy

MARCH 28, 2024

They don’t say that in so many words, but effectively, that’s what they were asking me to do. What they’re after is a silver bullet. So, when you find yourself in this position where people want a silver bullet solution for a problem before them, it helps to understand why people want that.

Presentation 78

Presentation Hotels Culture Sales 78

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Culture 139

Culture Customer Service Customer Centricity Chief Customer Officer 139

ShepHyken

MAY 27, 2022

She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience. This “something more” can extend to many different interpretations, but it is safe to bring out one common element- “Value.” Dealing with customers is not easy.

Call Center 125

Call Center Technology Customers Engagement 125

Integrity Solutions

DECEMBER 11, 2023

What is cold calling and what does it look like in the current sales world? It’s true that cold calling can be hard, grinding-it-out work, and the rewards aren’t instant. What is Prospecting, Anyway? OK, So What is Cold Calling Then? Your mindset may actually be the key to success.

Sales 98

Sales Connections Reference Social Media 98

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. Check out our article “Customer Experience, whose business is it?”

2023 83

2023 Customer Experience Competitive Advantage 2021 83

Team Support

JUNE 20, 2023

What happens when employees are burnt out? What happens when employees are burnt out? By implementing effective strategies, businesses and customer support teams can rise above the limitations imposed by the current economic climate and deliver exceptional experiences.

Customer Satisfaction 97

Customer Satisfaction Webinar Culture Interaction 97

ChurnZero

NOVEMBER 4, 2022

With sweeping layoffs, forecast misses, and budget cuts in the news, there’s one question running through the mind of every Customer Success leader right now: What can I do to prepare my department for the impacts of the economic downturn? CSMs have the closest relationship with the customer out of any role in the company.

Customer Success 98

Customer Success Customer Centricity Customers Sales 98

Integrity Solutions

APRIL 8, 2024

These interventions typically emphasize sales tactics, activities and other techniques for hunkering down and finding new strategies of outreach to help the rep regain momentum. We not only see it every day in practice, our research also bears it out. Lately, though, it’s as if those pressures have been magnified times ten.

Sales 73

Sales Books Financial Travel 73

Integrity Solutions

DECEMBER 20, 2023

We’re waiting for the other person to finish talking so we can tell them what we know. Let’s explore why that distinction is so fundamental in sales, and what you can learn about active listening in sales from the best sales coaches. Genuine passion for what you’re selling is essential.

Sales 86

Sales Consulting E-support Leadership 86

ChurnZero

MAY 2, 2024

The 2024 B2B SaaS Benchmarking Survey by SaaS Capital is the most comprehensive and up-to-date source of its kind for SaaS and customer success leaders who want to know where they stand compared to peers and competitors. You can watch the webinar in full here, or scroll on to discover four essential insights from this year’s survey.

2024 52

2024 B2B Insights Webinar 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. He tells his team, “Perfection is the enemy of done, and it’s hard to turn a ship that’s not moving.”

Customer Experience 104

Customer Experience Customers Multi-Channel Management 104

BirdEye

APRIL 19, 2023

It’d be great to work for yourself, but how do you go about finding a small business idea that actually works? But first, let’s go over what makes a small business idea worth pursuing. But first, let’s go over what makes a small business idea worth pursuing. Good small business ideas involve both revenue AND enjoyment.

2023 97

2023 Social Media Consulting Events 97

ShepHyken

MARCH 31, 2023

This week, we feature an article by Josh Centers, a Business Journalist at TextExpander , a platform that empowers teams and individuals to save time and eliminate repetitive typing with just a few keystrokes. Good customer service is something we cherish. Think back to your latest amazing customer service experience.

Customer Service 67

Customer Service Customers Interaction Customer Service Representative 67

Steve DiGioia

AUGUST 16, 2021

Who cares what your employees say! What are you afraid of? Are you afraid they’ll find out you’re a pretender? I thought you were a leader. So how do you get out of this vicious cycle? Leaders understand the importance of letting their employees “self-manage” (with certain limits, of course).

Leadership 98

Leadership Management Blog Information 98

Playvox

SEPTEMBER 30, 2022

Customer support teams can get a bad rap — people in other departments may think your team is just a cost center within your business or that it’s not as crucial as other teams. But as a contact center leader, you play a big role in breaking down these stereotypes. Your Customer Service Team Matters.

Contact Center 67

Contact Center Article Customers Presentation 67

Kustomer

AUGUST 26, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen flies solo as he recounts an interesting leadership phone call, during which he realizes what tools businesses need to be customer focused. He spills the secrets to success you don’t want to miss out on. Get out of here!”

Customer Service 98

Customer Service Customer Journey Mapping Leadership Information 98

Integrity Solutions

APRIL 8, 2024

These interventions typically emphasize sales tactics, activities and other techniques for hunkering down and finding new strategies of outreach to help the rep regain momentum. We not only see it every day in practice, our research also bears it out. Lately, though, it’s as if those pressures have been magnified times ten.

Sales 64

Sales Books Financial Travel 64

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. Happy customers don’t tend to take their business elsewhere. Conversely, 86% of consumers say a good customer experience can turn them from a one-time buyer to a loyal customer.

Customer Service 127

Customer Service Workshop Chief Customer Officer Metrics 127

Playvox

JULY 31, 2023

Much of a team leader’s time is taken away from their key role of providing coaching and development to their people when they have to get involved in manual, immediate, repetitive, and cumbersome tasks like leave approval and shift swaps. What Is Employee Self-Service? All that time adds up quickly.

Management 85

Management Contact Center ROI Net Promoter Score 85

ChurnZero

MAY 20, 2021

In the early stages of your Customer Success team’s journey, where you have little organizational oversight or guidance and the amount of work outnumbers the people to do it, just figuring out the right things to focus on can be a paralyzing challenge – not to mention doing those things right. Build Phase.

Customer Success 90

Customer Success Touchpoint Chief Customer Officer Customers 90

Steve DiGioia

APRIL 17, 2023

That was his take on the matter. He refused to address the many nagging problems that my team had to deal with every day. But he sure was willing to point out the problems when we couldn’t overcome them. The once productive team now lost a step. Never having led a team. When plans go awry, I find out why.

Blog 59

Blog Sales Communication Interaction 59

Beyond Philosophy

MAY 28, 2020

It seems logical to do what everyone else is doing successfully when you get into business. It won’t be good for your career, your team, or your bottom line. Sutherland has done several TED talks and writes for the spectator market leader Impact and also Wired. It makes no sense at all to do it differently, does it?

Travel 148

Travel Books Metrics Consulting 148

Kustomer

JANUARY 19, 2023

Creating a Data-Driven Customer Experience Steven Maskell has successfully led service teams for nearly 30 years. And so what that means is that they will give you the data or they accept that you’re going to take the data, but by golly, you had better make it worthwhile.” There are great relational databases out there.

Customer Journey 98

Customer Journey Customer Experience Customer Service Advertising 98

Kustomer

FEBRUARY 3, 2022

Data has become a key indicator for tracking customer happiness, predicting issues, and understanding customer preferences. Data has become a key indicator for tracking customer happiness, predicting issues, and understanding customer preferences. She also explores how operations are essential to creating the ultimate CX.

Interaction 98

Interaction Books Metrics Customer Service 98

Thematic

MAY 15, 2023

These help you map out the financial benefits of CX programmes. It can take time to show the impact of your CX programme. CX leaders need to understand the operational part of the business as much as CX craft, or else it’ll become their arch nemesis. But CX programmes add value to all areas of the business!

NPS 62

NPS Financial Net Promoter Score ROI 62

SurveySensum

MARCH 11, 2024

A happy workplace not only improves individual feeling good, but also lays the groundwork for increased productivity, creativity, efficiency, and teamwork. Both employees and the organization benefit from such an atmosphere. Employees experience a more rewarding and less stressful work environment, driving them to perform at their best.

Culture 52

Culture Feedback Demo Communication 52