Experience Investigators by 360Connext

MARCH 8, 2021

“ Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos) . To deliver exceptional customer experiences, everyone in your organization needs to be on board. This is where understanding the right learning path for overall customer experience excellence can be very powerful.

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

InMoment XI

FEBRUARY 22, 2022

I’m Siobhan May Jones, one of InMoment’s Customer Success Directors, and over my career, I’ve seen this transition up close. Let me give you an example—let’s say you need to understand what customers are saying about your employees each month. Tip #2: Keep Your Goal Front of Mind When Processing Customer Feedback.

Download 493

Download Financial Feedback Metrics 493

InMoment XI

JULY 11, 2022

This is why the design of the survey can ultimately determine the survey’s success. Depending on the topic or purpose of the survey, some steps should be taken into account more carefully than others. What kind of questions does this type of topic demand? What Is Survey Design? 5 Steps for a Seamless Survey Design. Answer Order.

Measurement 493

Measurement Information Brands Consumers 493

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue.

2024 70

2024 E Commerce Article Loyalty Programs 70

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. A Customer Experience Charter can answer that question. A Customer Experience Charter can answer that question. What is a Customer Experience Charter? Get our free CX Success Statement Workbook.

Document 358

Document Net Promoter Score Government Leadership 358

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

BirdEye

DECEMBER 8, 2023

Here's a general follow-up email example you can use for most situations: Hi [Name], I just wanted to follow up about [topic]. Birdeye – all-in-one platform Improve customer communication and follow-up with Birdeye. Name], I enjoyed our conversation yesterday and loved learning about [topic discussed]. Need a quick answer?

Demo 110

Demo Events Communication Feedback 110

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 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.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! We hope so!

Customer Success 97

Customer Success Customer Journey Mapping 2023 Customer Journey 97

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. How do you handle a bad customer service experience ? Decoding Customer Experience by Anjali Malhotra.

2021 146

2021 Article Customer Service Social Media 146

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

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 average customer maintains seven trusted partnerships according to McBain.

Customer Success 52

Customer Success Webinar Roadmap Customers 52

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. And the customer is NOT always right !

2024 60

2024 Article Customer Service Workshop 60

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk.

Feedback 98

Feedback Customer Success Customers Metrics 98

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

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Article 62

Article 2023 Customer Service Retail 62

Lumoa

JANUARY 8, 2024

And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI). AI tools are changing the way we analyze customer feedback. Their customers? We know Apple’s global.

Social Media 157

Social Media Feedback User Experience Insights 157

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 98

Customer Success Metrics Measurement Customers 98

ShepHyken

JULY 9, 2021

He writes about how to cultivate a customer community. All company leaders know that their customers are the lifeline of their business — without loyal customers who would rather choose your product or service over one of your competitors, your business could ultimately become stagnant and fail. or other helpful topics.

E Commerce 136

E Commerce Social Media E-support Consulting 136

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. As a result, their companies reap the rewards of stronger adoption and customer retention.

2023 52

2023 Telecommunications Contact Center Innovation 52

CSM Magazine

FEBRUARY 16, 2024

The event will play host to a wide range of showcases from various businesses, each sharing solutions and technology focused on different aspects of customer experience management. Smile CX is the new revolutionary technology that finds the right balance between technology and humans to achieve the best customer experience ever.

Contact Center 52

Contact Center 2024 Seminar Insights 52

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Brian Solis has a compelling article about this very topic.

2021 135

2021 Article Customer Service Loyalty Programs 135

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. What is Customer Experience Analytics?

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. What is Customer Experience Analytics?

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. What is Customer Experience Analytics?

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

Magellan Solutions

FEBRUARY 26, 2024

Artificial intelligence (AI) in call centers can enable customer service professionals to focus on essential tasks, as 78% of them stated. The collaboration between AI and call centers is reshaping the customer service paradigm. Topics span integration tactics, measures of success, and preparing call centers for an AI-enabled future.

Call Center 52

Call Center Customer Service Contact Center Roadmap 52

Lumoa

APRIL 3, 2023

We are thrilled to announce our new partner: B2B Customer Experience Agency. By combining expertise in B2B customer experience with Lumoa’s powerful platform, we can create exceptional customer experiences that drive growth. She has supported many listed B2B companies, such as Kone, Wärtsilä and Ruukki in customer experience.

B2B 83

B2B Customer Experience Customer Centricity Consulting 83

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 103

Customer Success Touchpoint Customers Insights 103

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

Article 67

Article Customer Service Hospitality Hotels 67

ChurnZero

FEBRUARY 15, 2024

Creating a steady stream of engaging content for a customer community can be a daunting task, especially when you’re relying on your team to contribute. How I got my team to create high-quality content for our customer community. 5: Offer support along the way. Then, something clicked. 1: Build a content calendar.

Webinar 52

Webinar Engagement Interaction Customers 52

Help Scout

JUNE 8, 2021

Still, using AI chatbots for customer service makes plenty of sense. Whatever piqued your interest, there are some excellent reasons to consider using AI chatbots: Handle more customer service requests without adding new staff members: If a growing customer base is putting pressure on your team, an easily scalable AI is a tempting option.

Document 144

Document 2021 Technology Information 144

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

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

SurveySensum

JANUARY 9, 2024

In this digital age of customer shopping behavior, customer experience is not JUST a desirable outcome – it’s CRITICAL to your business’s success. More than 90% of customers are likely to make repeat purchases from companies that provide excellent customer service. CSAT score.

Metrics 52

Metrics Customer Satisfaction Customer Service Representative Culture 52

Beyond Philosophy

JULY 7, 2022

One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving. Customer Experience management has been absorbed into Customer Science in the past couple of years; how will that apply to brick and mortar?

Retail 161

Retail Online Experience Interaction Technology 161

ChurnZero

AUGUST 20, 2021

If you work in Customer Success, then you’ve likely experienced the challenges of customers reaching out to you for their support-related needs – whether it’s technical troubleshooting or resetting a password. When distinguishing between these two customer-facing functions , the customer may think: “eh, tomayto, tomahto.”

Customer Success 98

Customer Success Customers Metrics Communication 98