Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Teaming leaders from each of these functions to focus on a respective industry, these “pods” work together to build deep knowledge and vertical expertise.

Sales 90

Sales NPS Customer Journey Customer Success 90

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 100

Customer Success Customer Journey Mapping 2024 Automotive 100

Retently

MAY 15, 2024

However, for many businesses in the publishing industry, whose readers are their customers, asking for feedback directly is a way to optimize their product and learn more about user experience. But does the newspaper method of setting up surveys on their website and surveying people before they become customers work?

Net Promoter Score 78

Net Promoter Score NPS Feedback Metrics 78

ShepHyken

SEPTEMBER 29, 2023

He writes about how employee engagement and customer experience can enhance business performance. Achieving success in business goes beyond offering quality products and services. Engaged employees are not only productive, but they also exhibit enthusiasm and a genuine desire to create positive interactions with customers.

Engagement 138

Engagement Employee Experience 2009 Loyalty 138

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? How’s that for a few spicy thought starters? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! We hope so!

Customer Success 98

Customer Success Customer Journey Mapping 2023 Customer Journey 98

Retently

MARCH 29, 2023

Total pre-orders for Tesla Model 3 surpassed many expectations at more than a quarter of a million in less than three days. 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. You cannot argue with the fact that these results are incredible.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? However, we also found that most CS and sales leaders believe their business requires a more transparent and coordinated pre- and post-sales strategy to accomplish this goal.

Sales 89

Sales Customer Success Insights Webinar 89

Gainsight

MAY 15, 2024

The Human-First AI Playbook Is Here To kick off the keyn ote, Gainsight CEO, Nick Mehta, jumped on stage to discuss the state of customer success right now. In CS specifically, many teams have to juggle decreasing headcounts with more demands from the customer. There’s one event we look forward to every year and it’s here! It’s a lot.

2024 52

2024 Events Customer Journey Technology 52

Retently

OCTOBER 16, 2023

That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology. In fact, with web users more flooded with email-based distractions than ever , the simplicity of NPS could make it even more valuable than before.

Net Promoter Score 147

Net Promoter Score Metrics NPS Customer Satisfaction 147

Retently

MARCH 16, 2022

With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. But there’s still one area that’s neglected all too often – Customer Success. What is the role of Customer Success? reduced customer churn.

Customer Success 166

Customer Success Net Promoter Score Customers Customer Retention 166

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. No matter how you may have reached out, one thing is likely to be true — you weren’t calling to tell the company how pleased you were with the product. That’s equal to 9% of global GDP.

Contact Center 78

Contact Center Call Center Feedback Engagement 78

Team Support

NOVEMBER 30, 2023

Case management continues to play a critical role in preserving customer relationships while also feeding the product development process. It’s also imperative that companies know which support channels work best for their business model and are most useful to their unique customer base.

Omnichannel 106

Omnichannel Customer Service Social Media B2B 106

Retently

JUNE 28, 2022

Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. That is if you put your NPS® to work. Without a clear strategy for turning NPS feedback into growth, it’s easy to run a business that people like but don’t talk about.

NPS 148

NPS Net Promoter Score Feedback Social Media 148

Magellan Solutions

MAY 6, 2024

As a business owner, you’re always looking for ways to streamline your operations and get more done with fewer resources. From boosting productivity to reducing expenses, outsourcing has become a popular tool for improving operations. Did you know that 24% of small businesses outsource to improve efficiency ?

2011 97

2011 Telecommunications 2012 Return on Investment 97

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. It’s impossible to accurately measure the effects of your work without baseline data. It’s short and simple, built around a one-question survey.

Net Promoter Score 146

Net Promoter Score Consulting NPS Customer Success 146

ShepHyken

JANUARY 8, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    How does AI play a role in streamlining repetitive tasks? How are large companies incorporating AI into their customer support platforms? How can AI help agents focus on high-value tasks in customer service?

Customers 84

Customers Customer Satisfaction Technology Customer Service 84

Playvox

FEBRUARY 20, 2024

While the pandemic may seem distant in some of our minds, one shift remains prevalent long after it became safe to go back to offices — the need and desire to work remotely. First, let’s define remote work. Remote work is the practice of working from a location other than the traditional office setting.

Management 88

Management Contact Center Communication Feedback 88

Interactions

APRIL 16, 2024

How Can the Bar be Raised to Surpass Customer Expectations? Communication is adapted to the customer, not the other way around, creating more positive experiences and exceeding customer expectations. In a world of high demands and countless inquiries, meeting consumer expectations isn’t just a goal; it’s a commitment.

Customer Care 62

Customer Care Omnichannel Metrics Innovation 62

ShepHyken

FEBRUARY 14, 2023

When you’re a child, the typical answers are aspirational, such as being a doctor, a fireman, a superhero, an athlete, and more. We often look at market share as one of the success criteria. We often look at market share as one of the success criteria. Do you remember being asked, “What do you want to be when you grow up?”

Customer Service Training 152

Customer Service Training Online Experience Customer Service Information 152

Magellan Solutions

APRIL 3, 2024

A live chat feature on your website could earn you nearly 50% more cash every hour someone chats with your team. No more frustrated customers; their needs will be met promptly. Keep reading to discover how this innovative solution can revolutionize your business and empower you to deliver truly exceptional customer experiences.

Exceptional Customer Service 96

Exceptional Customer Service Customer Satisfaction Average Handle Time Measurement 96

ChurnZero

MAY 22, 2024

I find that saying the term “digital customer success” in our industry almost always garners one of two responses from CS professionals. No surprise, the eyes lighting up is the response I’m hoping for – mostly because that’s how talking about it makes me feel. 1: Your digital customer success strategy’s digital roadmap.

Customer Success 52

Customer Success Roadmap Net Promoter Score Touchpoint 52

Gainsight

MARCH 12, 2024

This is a very exciting time to be in the Customer Success (CS) profession. One main topic of discussion that is getting a lot of attention in the CS space is how Customer Success can be more of a revenue-generating department. There are a lot of ideas being thrown around as to how this can be done.

Customer Success 52

Customer Success ROI Webinar Metrics 52

BirdEye

NOVEMBER 15, 2023

For local businesses and brands, effectively leveraging Google’s suite of products presents a major opportunity to attract and retain customers. With the rise of AI and automation, new possibilities have emerged for optimizing digital presence across Google search, maps, profiles, reviews, ads, and more.

Document 109

Document Brands Technology Consumers 109

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. How Do You Identify Top Customer Service Talent? More KPIs does not mean better KPIs, or, more importantly, better results.

Contact Center 88

Contact Center Measurement 2022 Culture 88

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Customer Success 104

Customer Success Touchpoint Customers Insights 104

Totango

OCTOBER 12, 2022

Recent years have seen an astonishing rise in the popularity of subscription-based products and services. Given the current state of affairs, it’s no surprise that 58% of respondents in our 2022 Customer Success Industry & Salary Report identified churn reduction as a top priority. Leading the charge. Expert collaborators.

Customer Success 111

Customer Success 2022 Culture 2021 111

Gainsight

APRIL 9, 2024

Nick Mehta, CEO at Gainsight and Kellie Capote, Chief Customer Officer at Gainsight kicked off the event and dove deep into why communities are important within the workplace and how to start building them. Engaged customers are happy customers and when customers are engaged, they are more likely to see faster Time to Value.

Connections 52

Connections Chief Customer Officer E-support Events 52

Beyond Philosophy

APRIL 18, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out.

Advertising 78

Advertising Technology Brands Interaction 78

Playvox

MAY 11, 2023

As a result of the COVID-19 pandemic, many companies have opted for remote work. In the midst of “ quiet quitting ” and continued low unemployment, contact centers are leveraging remote work as a way to attract team members. Remote work offers a multitude of benefits for both an organization and the individual team member.

Management 89

Management Contact Center Culture 2021 89

SurveySparrow

MAY 18, 2024

But what is product NPS® or pNPS®? Like employee NPS® (eNPS®) – product NPS® (pNPS®) focuses solely on products. How to calculate it? How can product managers benefit from pNPS®? How to create a product NPS® survey? What is pNPS® or Product NPS®? Why is it important?

NPS 52

NPS Loyalty Feedback Measurement 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). Maybe both?

Customer Success 52

Customer Success Management Customers 2015 52

COPC

MARCH 11, 2024

The Proof is in the Data Figure 1 provides a definitive snapshot of how job satisfaction influences employees’ intentions to stay with their current employers. Ask the following questions for a more robust hiring process: Have we set clear minimum criteria for hiring and training to ensure we onboard the ideal team members?

Call Center 97

Call Center Contact Center Culture Engagement 97

CX University

SEPTEMBER 18, 2018

My question is, “How do we know which best practices will most benefit our employee engagement initiatives? A 2005 study concluded that work engagement is linked to performance and customer loyalty (Salanova, Agut & Peiró, 2005). But how do organizations accomplish these objectives today? This is true in remote working.

Engagement 211

Engagement 2005 Competitive Advantage 2009 211

Totango

NOVEMBER 16, 2023

That’s why Totango now offers powerful integrations with leading email and scheduling providers, including Gmail , Outlook , Google Calendar , and Outlook Calendar , to help make every touchpoint, every moment, and every communication with customers more streamlined and effective. billion active users worldwide. Not a problem.

Customer Success 108

Customer Success Touchpoint Document Interaction 108

CX University

MAY 16, 2023

In today’s global business environment, customer experience (CX) is one of the most important factors that determine the success or failure of a company. Engaged employees are more likely to deliver exceptional service, be productive, and create a positive work culture that encourages teamwork and innovation.

Engagement 98

Engagement Customer Experience Advertising Culture 98

COPC

OCTOBER 16, 2023

These differences influence how individuals perceive and approach work — understanding them is vital for effective leadership and organizational growth. Today’s multigenerational workforce brings together unique values, communication styles, work preferences and even technology habits.

Leadership 94

Leadership Transportation Workshop Contact Center 94