Experience Investigators by 360Connext

APRIL 9, 2024

Unlock the full potential of your customer-facing team and watch your customer satisfaction soar! Let’s transform the frontline of your business into a powerhouse for customer loyalty. This isn’t about ticking boxes; it’s about empowering your team to be the best for your customers.

Download 162

Download Loyalty Customer Satisfaction Customers 162

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

Experience Investigators by 360Connext

MARCH 5, 2024

Ever felt like you’re walking a tightrope trying to satisfy high-maintenance clients while keeping your team’s spirits high? We’ll reveal how to navigate the customer journey with foresight and finesse, ensuring that your clients feel heard, valued, and—most importantly—cared for without draining your precious resources.

Customer Journey 143

Customer Journey Customers Communication Insights 143

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . Without action , customer experience becomes a nice platitude, but not a path to greater success.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

Experience Investigators by 360Connext

SEPTEMBER 26, 2023

What’s going on right now in Customer Experience (CX)? This CX Pulse Check is your ticket to understanding the customer experience economy today, so you can plan for future success! This is the new age of customer experience, and we don’t want anyone to be left behind. Let’s turn ideas into action!

Loyalty 271

Loyalty Article Technology Customer Experience 271

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. We know a seamless outsourcing transition is essential for maintaining operational efficiency and customer satisfaction, and you need to go on the transition journey with a team of people you barely know.

Customer Care 177

Customer Care Document Sports Communication 177

Experience Investigators by 360Connext

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. But what is that cross-functional team supposed to do, exactly? . A Customer Experience Charter can answer that question. A Customer Experience Charter can answer that question. First, Build Your Team.

Document 358

Document Net Promoter Score Government Leadership 358

Experience Investigators by 360Connext

DECEMBER 12, 2023

Are you ready to end the year with gusto, and enter the next with a customer-centered game plan? This special episode will guide you through five essential actions every customer-focused leader must take to finish the year strong. I even share my thoughts on creating a customer experience boot camp to prep your team for the new year.

Customer Focused 290

Customer Focused Feedback Customer Experience Customers 290

Experience Investigators by 360Connext

JANUARY 16, 2024

Could transforming your organization into a customer-first powerhouse be the key to unlocking unprecedented growth and loyalty? On this episode of Experience Action, Jeannie Walters engages with a truly insightful listener question, exploring how to permeate a customer-first mindset throughout every leadership tier. Let’s talk!

Customer Experience 143

Customer Experience Leadership Customer Journey Loyalty 143

Experience Investigators by 360Connext

APRIL 2, 2024

Embark on a journey with Jeannie Walters as we unlock the secrets to customer experience success that transcend industries. There are aspects to managing the customer experience in an intentional and proactive way that are true no matter the size of the organization, the leadership, the industry, you name it. Let’s talk!

Download 110

Download Leadership Customer Experience Management 110

ChurnZero

APRIL 18, 2024

Congratulations – you’re adopting a digital customer success strategy! Those are some big shifts – whether it’s updating your books , implementing a new management system, or revamping the tools, resources, and customer journeys you already have. So, now what? Wait, say that again? Balance is key.

Interaction 52

Interaction Customer Engagement Engagement Webinar 52

Experience Investigators by 360Connext

OCTOBER 3, 2023

Ever wondered about the optimal frequency to revisit your customer experience mission statement, success statement, and team charter? In this episode, Jeannie stresses the importance of aligning your success statement with your organization’s goals to reap the outcomes you’re after. Let’s talk!

Innovation 143

Innovation Feedback Insights Customer Experience 143

Magellan Solutions

APRIL 25, 2024

You may have heard about technical support outsourcing as an option since hiring an in-house support team to handle technical support is associated with significant financial investment that may burden small and medium enterprises (SMEs). What do my customers need specifically? So, What Is Technical Support Outsourcing? Cost Savings.

Average Handle Time 52

Average Handle Time Customer Satisfaction Measurement Call Center 52

Magellan Solutions

APRIL 24, 2024

of retail by 2027 , accurate product information, orders, and inventory are crucial for success. Only accurate data can lead to happy customers and lost sales. Efficient eCommerce data entry is vital for online business success. It ensures smooth operations and customer satisfaction.

Sales 52

Sales 2027 Measurement Call Center 52

CSM Magazine

APRIL 5, 2024

However, achieving this goal can be a daunting task, especially for organizations with limited resources and expertise. Cost Efficiency: Outsourcing QA gives companies access to special expertise without incurring the high overhead costs of having a permanent QA team inside the company.

Customer Satisfaction 52

Customer Satisfaction User Experience Innovation Marketing 52

Magellan Solutions

MARCH 13, 2024

Understanding the impact of outsourcing is essential for your company’s success. Companies often take advantage of offshoring by moving tasks like software development, customer service, data entry, and back-office functions to countries like India, the Philippines, Eastern Europe, or Latin America.

Culture 105

Culture E-support E Commerce Communication 105

Retently

NOVEMBER 27, 2023

Business owners now realize that there are many reasons that companies, both big and small, outsource various jobs, and Customer Success is no different. It can be used for more critical issues within the company and on aspects that will demonstrate the product’s real value to your customers.

NPS 147

NPS Net Promoter Score Multi-Channel Customer Success 147

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Customer Success 99

Customer Success Customer Journey Mapping 2024 Automotive 99

Magellan Solutions

MARCH 19, 2024

The back office meaning often gets overshadowed amidst the buzz of customer interactions. increase in customer satisfaction, a 5.4x They provide the essential tools and resources for front-line teams to deliver exceptional products and services to customers. improvement in quality SLAs met, and a remarkable 11.7x

Financial 52

Financial Competitive Advantage Loyalty Customer Satisfaction 52

West Monroe

APRIL 22, 2024

Both share common ground in their evolution, focusing on key facets such as balancing global vs. regional strategies, strategic resourcing, and investment in value creation initiatives. These trends require organizations to focus on five critical pillars for ensuring the success of IT integration mergers in the post-close global environment.

Government 52

Government Sports Leadership 2009 52

Gainsight

APRIL 12, 2024

Customer Success is paramount in driving product adoption. From a report, Gainsight found that 67% of respondents are using Digital Customer Success to effectively onboard and grow customer advocacy for their products. The answer: Digital Customer Education (CE). The answer: Digital Customer Education (CE).

Customer Success 52

Customer Success Management Customers 2015 52

Circular Edge

MARCH 4, 2024

Circular Edge Recognized with JD Edwards Partner Excellence Award for Continuously Supporting Customer Resilience and Success “If everyone is moving forward together, then success takes care of itself.” Further, their customer service teams were challenged with consistently and equitably allocating available inventory.

Transportation 52

Transportation Apparel Sports 2017 52

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community?

2022 115

2022 Customer Success White Paper Social Media 115

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales.

B2B 82

B2B Net Promoter Score Social Media Customer Success 82

ClientSuccess

DECEMBER 19, 2022

For customer success teams, playbooks are invaluable tools to help them save time and be more efficient in their customer interactions. Playbooks consist of a series of actions, next steps, and tactical items that can be used to help customers achieve their goals or objectives in a scalable manner.

Webinar 72

Webinar Customer Success Blog Customer Journey 72

Magellan Solutions

APRIL 17, 2024

Through automation, businesses can reclaim countless hours lost due to manual data entry and redirect those resources toward closing deals and driving revenue growth. Staying motivated and focused on selling can be hard when you’re stuck typing instead of talking to customers.

Sales 52

Sales Customer Relationships Social Media Call Center 52

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Top five Customer Success resources brought to you by ChurnZero.

Customer Success 98

Customer Success Download Customer Retention 2021 98

Gainsight

MARCH 15, 2024

Building an online community for your customers isn’t as hard as you might think—in fact, it’s pretty simple to get started. During the webinar, Masters shares her insights on how to go about creating a community from scratch, and gives us an inside perspective on the immediate success Honeybook realized with their community.

Webinar 52

Webinar Sports Social Media ROI 52

Call Experts

OCTOBER 12, 2023

This simple statement underscores the importance of genuine human interaction, especially regarding customer service. In this blog, we’ll explore the intricacies of call routing, its significance in modern customer service, and how it can enhance the customer experience. Firstly, it optimizes resource utilization.

Customer Satisfaction 105

Customer Satisfaction Connections Exceptional Customer Service Technology 105

SurveySensum

FEBRUARY 29, 2024

Eventually, Neha left for a competitor, leaving a void in her team and a loss to the company. This scenario underscores the critical link between employee satisfaction and overall organizational success. Employee satisfaction is paramount for the overall health and success of an organization. Well, it is!

Culture 52

Culture Customer Satisfaction Loyalty Reference 52

Kustomer

NOVEMBER 10, 2023

In today’s fast-paced business world, customer-centricity isn’t a luxury; it’s a necessity. To truly prioritize your customers, you must grasp their needs and deliver seamless, efficient, and proactive experiences every time.

Webinar 93

Webinar Customer Centricity Innovation Customer Relationships 93

Call Experts

APRIL 8, 2024

This simple statement underscores the importance of genuine human interaction, especially regarding customer service. In this blog, we’ll explore the intricacies of call routing, its significance in modern customer service, and how it can enhance the customer experience. Firstly, it optimizes resource utilization.

Customer Satisfaction 52

Customer Satisfaction Technology Connections Exceptional Customer Service 52

Totango

NOVEMBER 14, 2023

As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships.

Connections 94

Connections Chief Customer Officer Customer Relationships Customer Relationship Management 94

ChurnZero

JUNE 21, 2022

You may have heard of sales enablement, but Customer Success enablement might be a new term for you. Although it’s an important concept and role in the Customer Success space, it hasn’t quite gained the traction it needs to be in the spotlight. The definition of Customer Success enablement.

Customer Success 94

Customer Success Net Promoter Score Return on Investment Metrics 94

Gainsight

FEBRUARY 28, 2024

This year more than ever, SaaS organizations are tasked with doing more with less, especially when it comes to parts of the business responsible for driving customer outcomes. That means it’s critical to empower our customers to be wildly successful with our products and services.

2024 52

2024 Innovation Customer Success Engagement 52

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? 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.

Customer Success 98

Customer Success NPS Metrics Net Promoter Score 98