Russel Lolacher

FEBRUARY 16, 2021

Are you ready to be a better communicator? I had the pleasure to speak on the challenges to good communication and tips to improve it at the BIG Ready conference. Mike invited me to be on his communications panel, with some pretty amazing brains: Jenna Britton , Dr. Therese Huston , and Dave Delaney. Communicate your boundaries.

Communication 104

Communication Events 2022 Connections 104

InMoment XI

MAY 23, 2023

The programme reaches all parts of the business through online learning, customer talks, animated games and cartoons, podcasts, skills workshops, topic masterclasses, and more. This event really brought it home how everyone at Aegon has a unifying purpose, to connect with customers.

Customer Centricity 260

Customer Centricity Workshop Culture Insurance 260

Experience Investigators by 360Connext

JULY 6, 2021

This typically includes leaders from marketing, product development, customer success and customer service. The charter is a brief document to align the vision, purpose, responsibilities and roles for achieving customer experience success. That’s where having a CX Mission and CX Success Statement can help.

Document 358

Document Net Promoter Score Government Leadership 358

BirdEye

DECEMBER 8, 2023

Effective communication is the lifeline of business relationships. Email continues to be a dominant communication channel, with 73% of businesses relying on it for important announcements. In fact, 38% regard email as their most effective means of communication. Get the timing right Balance proactive communication with patience.

Demo 110

Demo Events Communication Feedback 110

TechSee

AUGUST 14, 2023

She has published more than 350 articles for a variety of national media, including regular columns for Forbes, Adweek, and Success. In addition, Jon produces a monthly podcast – Watch This Space – which is a regular feature in his monthly newsletter, JAA’s Communications and Collaboration Review.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

TechSee

FEBRUARY 19, 2024

Something as basic as automatic call summarization and topic extraction can reduce pre- and post-call operations by 30%, representing millions of dollars in savings. Early LLM-chatbots have been similarly restricted due to concerns about LLM hallucinations and off-topic guidance. So is LLM-powered CX Automation ready for prime time?

Virtual Agent 124

Virtual Agent Interaction Document ROI 124

Retently

MARCH 11, 2024

Key Takeaways Post-event surveys are key to capturing attendee experience, gauging event success, and informing future event planning by offering insights into what aspects of the event were successful and what areas could be improved. They capture their joys, frustrations, and valuable insights.

Events 119

Events Feedback Insights Presentation 119

Experience Investigators by 360Connext

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Use your Customer Experience Mission Statement and CX Success Statement to guide you. Your relationship with customers is built one step at a time. And for good reason!

Touchpoint 143

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 143

Gainsight

FEBRUARY 29, 2024

Partner Success has been long talked about in Customer Success programs, but it’s had limitations in practice due to technology constraints like data security requirements and lack of Customer Success capabilities among partners. The Power of Partnerships The biggest asset partners bring to SaaS vendors is trust.

Customer Success 52

Customer Success Webinar Roadmap Customers 52

COPC

APRIL 1, 2024

Deeper Customer Insights: Understanding Beyond Words Interaction analytics, driven by AI, provide a deeper and more nuanced understanding of customer communications. These interactions are generally quick and do not require extensive back-and-forth communication to address the customer’s needs.

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

CX Journey

DECEMBER 20, 2017

Once you’re there, it’s essential to develop a voice for how your business communicates that’s unique and memorable. Successfully bridging that gap - using human communication to help solve problems in an effortless way that doesn’t leave customers pulling their hair out - is precisely the goal in curating a customer experience.

Communication 54

Communication Brands 2018 Social Media 54

Clicktools

AUGUST 16, 2017

Technology in the digital transformation has changed every aspect of business—especially how we communicate with customers. The following is a brief overview of the 5 W’s of customer communication, and the tech that makes them all possible. The best way to communicate with customers is how they prefer it most.

Communication 40

Communication Technology Social Media Customer Journey Mapping 40

Kate Nasser

JUNE 5, 2016

Use people skills smarts and communicate. The post #PeopleSkills Smarts: Communicate or Become Irrelevant appeared first on KateNasser.com. It prevents voids & vacuums of trouble. Latest business leadership tips fr Kate Nasser, The People Skills Coach™.

Communication 64

Communication Leadership Engagement Customer Service 64

ChurnZero

MARCH 30, 2021

As we are always on the lookout for new and interesting Customer Success resources, we thought we’d do a roundup of our favorite Customer Success infographics. . Why Customer Success Matters. Topic: Learn about the importance of implementing a Customer Success program. Customer Success Around the Web.

Customer Success 98

Customer Success Metrics Measurement Customers 98

ShepHyken

NOVEMBER 2, 2022

I’ll bet there’s an entire book that can be devoted to this topic, but for today we’ll keep it to the first few that came to mind. If every time you contact the customer, be it in person, over the phone, by email, texting, or any other form of communication, and all you do is sell, sell, sell, the customer will tune you out.

Customer Service Training 128

Customer Service Training Customer Retention Customers Sales 128

Gainsight

NOVEMBER 16, 2023

Every year at Pulse Europe , we recognise European industry leaders who have made significant contributions to the field of Customer Success (CS), driving innovation and transforming the way businesses engage with their customers. They don’t just think about success for a few customers, they set out to accomplish success for all customers.

2023 52

2023 Telecommunications Contact Center Innovation 52

Daniel Group

APRIL 23, 2021

Welcome to Success Strategies. We’ve learned through our extensive research that this is just what happens when “Communication” is mentioned as something that went well! On the flipside, if “Communication” is mentioned that something that needs improve, your score may take a 40 point dip.

Feedback 124

Feedback Net Promoter Score B2C B2B 124

ChurnZero

APRIL 15, 2022

If your Customer Success (CS) teams doesn’t possess ESP, you need tools to identify a customer’s buying signals, usage behavior, and ROI to break the endless cycle of trial and error with your expansion outreach. Once customers use and love your product, you can broach the topic of payment for additional licenses. over their standard.

ROI 98

ROI Presentation Metrics Sales 98

BirdEye

SEPTEMBER 22, 2022

As a business owner, you already know communication is key to maintaining a successful operation. Whether you’re chatting with employees, customers, or vendors, it’s important to have a clear and concise communication method. Here is a list of the top benefits: Improves communication between employees.

Healthcare 98

Healthcare Communication Retail Document 98

Gainsight

JUNE 27, 2023

Over two days, more than 50 Customer Success CxOs and SVPs from leading businesses like Hubspot, Mews, Software AG, Intercom, Alteryx, and Darktrace came together at Oakley Court in Windsor to share knowledge, foster connections, and explore the ever-evolving Customer Success landscape.

ROI 52

ROI Events Return on Investment Touchpoint 52

Horizon CX

JANUARY 2, 2024

It’s rooted in basic and effective communication. It refers to the practice of providing feedback or acknowledgment to ensure that a message or communication has been received and understood. It is a fundamental aspect of effective communication that helps in confirming mutual understanding and preventing misunderstandings.

Metrics 52

Metrics Communication 2024 Feedback 52

West Monroe

JANUARY 16, 2024

An in-depth understanding of the companies’ technology capabilities ensures sellers can control the narrative of their exit on this key topic and remediate concerns prior to the sale process. Operating partner, global private equity firm With limited resources, streamlining the process becomes crucial for success.

Roadmap 52

Roadmap Technology Communication Presentation 52

Horizon CX

MAY 19, 2023

I often think about this since, as a CX Manager for 10+ years I’d never thought of myself as a change agent yet the work I performed certainly had some incremental effect on the overall success of the organization, particularly from a customer experience perspective. I was certainly an influencer in CX but not a lone change agent.

Customer Centricity 52

Customer Centricity Leadership Culture Customer Experience Management 52

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. In this blog, we’ll be exploring the five playbooks every CSM team should have in order to ensure success and consistency across the team. Playbook Vectors by Vecteezy.

Webinar 72

Webinar Customer Success Blog Customer Journey 72

BirdEye

FEBRUARY 28, 2023

Having a social media presence is crucial for success in today’s market. Better yet, a social media expert has various tools that can track and measure the success of current social media campaigns. Additionally, they must be comfortable interacting with people online and have excellent communication skills.

Social Media 98

Social Media Management Engagement 2024 98

SurveySensum

APRIL 22, 2024

They reinforce protection for data, minimize the chances of breaches, and facilitate open communication between businesses and their clientele, fostering transparency. Transparency and communication Transparent communication regarding cybersecurity practices instills confidence in customers.

Measurement 52

Measurement Customer Centricity 2024 Demo 52

ShepHyken

JULY 17, 2023

Using regression analysis, they pinpointed the five most important factors in creating a better employee experience: mutual trust, C-suite accountability, alignment of employee values and company vision, recognizing success, and seamless technology. Is Your Organization’s Customer Experience Success Intentional?

Article 62

Article 2023 Customer Service Retail 62

ShepHyken

JANUARY 1, 2024

13 Tips For Responding To Negative Feedback On Social Media by Forbes Communications Council (Forbes) No matter what type of business you run or how well you run it, it seems no business is safe from negative comments on social media. My Comment: Trust continues to be a big topic and will only get more important in the coming years.

2024 57

2024 Article Customer Service Social Media 57

Gainsight

JULY 10, 2023

Delivering exceptional customer experiences is imperative for all Customer Success teams. Regular audits of communication touchpoints and collaboration with Marketing teams help ensure that messaging remains coordinated and tailored to customer needs. AuditBoard remains committed to offering scaled resources.

Webinar 52

Webinar Roadmap ROI Touchpoint 52

ChurnZero

MAY 26, 2021

Slack has transformed business communication. When we think of Slack, we usually think of it as an internal communication tool, however many people do not realize it can also be used for external communication as well. There are a number of Slack communities that have been created specifically for Customer Success professionals.

Customer Success 86

Customer Success Events Leadership Document 86

CSM Magazine

APRIL 13, 2023

Excellent customer service is the backbone of any successful business, and it relies on a team of motivated, engaged, and well-coordinated professionals. By engaging in group volunteering activities, customer service professionals can also build trust, improve communication, and develop problem-solving skills.

Customer Service 52

Customer Service Engagement Workshop Events 52

customer sure

JANUARY 10, 2024

There also needs to be a cycle of evaluation internally, proper internal communications to highlight issues and opportunities, and the actual response to the feedback itself. This is an interesting, much-debated topic that our CEO, Guy Letts, shared his views on with 360 Magazine recently. But it doesn’t stop there.

Customer Experience 62

Customer Experience Net Promoter Score Social Media Omnichannel 62

Gainsight

APRIL 4, 2023

In the discussion, she outlined the change management process she and her team followed in order to empower hundreds of their Technical Account Managers (TAMs) around the globe to improve customer success outcomes with Gainsight. For Salesforce, Gainsight is still a topic that comes up at the TAM’s all hands meetings.

Management 52

Management Leadership Customer Centricity Government 52

Totango

OCTOBER 7, 2021

Product analytics tools such as those built into Totango’s Spark customer success platform allow you to track how often users are interacting with your product and what they’re doing when they’re using it. Review Escalations Communication. Conduct CSAT and NPS Surveys.

Feedback 101

Feedback Net Promoter Score NPS Customer Satisfaction 101

CSM Magazine

NOVEMBER 7, 2018

Communication with a customer is key when dealing with an issue or complaint. Ensure that communication is present throughout the whole complaint journey – if a customer must keep contacting the business for an update, this will only heighten their frustration. Keep the customer informed. Invest in the team.

Interaction 221

Interaction Telecommunications 2018 2013 221

Daniel Group

MARCH 12, 2021

Welcome to Success Strategies. Throughout the series, we will explore the importance of the following topics: Part 1: Make CX Easy focuses on the importance of making it easy for your customers to do business with you. We’d love to share your successful initiatives with our clients. ” Inc.: Person : serviceperson.

Net Promoter Score 105

Net Promoter Score B2B NPS B2C 105

Optimove

FEBRUARY 1, 2024

2024 Lightning Talks cover crucial gaming topics presented by Optimove experts and are a “must-attend” for any marketer looking to quickly up their game in the gaming industry. Learn more about each topic and why you should attend below.

2024 69

2024 Sports Download Events 69