Playvox

JANUARY 25, 2024

Warren Buffet said “It takes 20 years to build a reputation and five minutes to ruin it. Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? What is Workforce Optimization?

Contact Center 77

Contact Center Omnichannel Net Promoter Score Management 77

Education Services Group

APRIL 16, 2021

As Customer Success practitioners, we know that everyone would love a how-to manual with all the best ways to implement and grow their CS organizations. What we’ve learned is that there is no one “right” way to do Customer Success. What is the ESG Customer Success Maturity Model?

Customer Success 52

Customer Success Chief Customer Officer Metrics Competitive Advantage 52

Kayako

FEBRUARY 28, 2019

The only true competitive advantage for brands is their customer experience. As a result, more and more companies – both large and small – are slowly getting on board with the need to design and deliver a great customer experience in order to support and sustain their growth initiatives. Customer Experience vision.

Customer Experience 48

Customer Experience Government Competitive Advantage Employee Experience 48

Customer Bliss

FEBRUARY 2, 2016

Your company’s CX work will be successful when you take a stair-stepped approach to gaining leadership clarity and commitment to the framework. What you stand for as a company will shift over time as you embed the five competencies. Years one through year three are what I call the “disruption and blocking and tackling years.”

Chief Customer Officer 111

Chief Customer Officer Leadership Touchpoint Metrics 111

Eptica

NOVEMBER 20, 2019

Author: Arnaud Dufournet - Chief Marketing Officer Focusing on customer experience delivers clear benefits in terms of increased engagement, higher brand reputation and most of all increased revenues. Equally, successful CX programs have to involve the entire business, from senior leaders down and span multiple departments.

Touchpoint 69

Touchpoint Customer Centricity Culture 2019 69

Think Customers

JANUARY 18, 2023

Many brands lost ground over the past year when it came to customer experience (CX) efforts and results. As economic and costs pressures grew, companies across various industries struggled to deliver the type of quick, easy interactions customer expect. Those that remain will face increased scrutiny to prove they’re worthwhile.

2023 52

2023 ROI Customer Journey Brands 52

Education Services Group

SEPTEMBER 13, 2021

It’s never too early to start building your CS tech stack. The earlier you start, the faster you’ll be able to create an effective, scalable, long-term Customer Success strategy. In other words, the success of your CS strategy and business goals hinge on getting your tech stack right. Cross-functionality.

Customer Success 52

Customer Success Demo Technology Customer Retention 52

Comm100

SEPTEMBER 29, 2021

We’ve now reached the fourth and final part of our series exploring Digital Transformation in Customer Service. So far in the series, we’ve covered: Why You Can’t Afford to Ignore It , introducing the many benefits of digital transformation in customer service, including reduced costs, improved CSAT scores, improved efficiency, and much more.

Customer Service 81

Customer Service Culture Customers Customer Service Strategies 81

Integrity Solutions

MAY 13, 2021

Customer expectations are higher than ever. Neither have the core selling principles that drive their success. One of the more striking findings from our research is that success, particularly for salespeople, has more to do with “who you are” than “what you know.” What are the traits of a great salesperson in 2021?

Customer Relationships 86

Customer Relationships Sales Customer Centricity 2021 86

Beyond Philosophy

MARCH 7, 2016

Humor builds a brand by creating positive emotions. Those same positive emotions are the building blocks for an improved customer experience. We use this Emotional Signature when we analyze a company’s level of emotional engagement with its customers and develop a strategy to increase that engagement.

Advertising 111

Advertising Social Media 2016 Blog 111

Gainsight

FEBRUARY 11, 2019

Last month, I quit my position as head of Customer Success at my company, RD Station. We structured them around assets such as a customer outcomes map, a journey of success milestones , playbooks , dashboards , quality assurance processes, and so on. Many of the successful SaaS companies walked a similar path.

Customer Success 81

Customer Success Demo Sales 2016 81

Education Services Group

FEBRUARY 9, 2021

Today’s tech tool face-off is brought to you by one of the biggest debates in Customer Success – the familiar face of a Customer Relationship Management (CRM) system, versus purpose-made Customer Success tools. As for Customer Success platforms, only 47% of those surveyed said they use them in their tech stack.

Customer Success 52

Customer Success Sales Customer Relationships Events 52

ThriveableBiz

JANUARY 18, 2023

In this article Eriks Celmins summarises insights to help find opportunities to engage with customers in a recession, based on research and current marketing thinking. It is possible to find business opportunities - if we’re smart about understanding customers and creatively solving their problems. Jozc on How to Market in a Downturn.

2009 98

2009 Insights Books Social Media 98

Call Experts

JULY 17, 2019

Customer churn and retention are two of the most important considerations for your customer experience strategy. Successful companies understand the impact of engagement with their base and the influence of a well-mapped customer journey on their bottom line. Customer experience matters.

Customer Experience 66

Customer Experience Call Center Contact Center 2018 66

Call Experts

DECEMBER 18, 2019

Automated phone lines are a powerful resource for interactions with your customers. With optimized tools, you can create optimized protocols and systems with the intention of your customers moving with ease to find answers. To build an easy to use IVR that helps your customers follow these five tips! Data matters.

Contact Center 81

Contact Center Call Center 2018 Omnichannel 81

ClearAction

APRIL 17, 2019

CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. Customer-centered management is straightforward business sense. “A Business Sense.

Management 69

Management Customer Experience Management Books Financial 69

Comm100

MARCH 21, 2022

This inherent and necessary fact can lead to frustration with government service delivery, and is a key reason why government customer satisfaction falls so far behind the private sector. Here are the top five. . When improving service delivery in government, efficiency is the first building block. Start with efficiency

Government 67

Government Omnichannel Technology Communication 67

CSM Magazine

OCTOBER 26, 2016

The conventional approach to gaining customers, based on picking a segment of purchasers to target and developing products for that segment, is no longer enough. Ten principles at the heart of an effective customer strategy. Know your customers at a granular level. Master the art of the possible.

E Commerce 66

E Commerce Customer Relationships Culture Retail 66

Avaya

FEBRUARY 7, 2017

With digitization proven to enhance business outcomes, cost savings, and CX possibilities, implementing a digital strategy seems to be a no-brainer today. For example, they can uniquely differentiate themselves by embedding video into the mobile customer experience. So, how can hotels stay ahead?

Hotels 55

Hotels Guest Experience Hospitality Travel 55

inmoment

AUGUST 16, 2018

Becoming customer-centric doesn’t just happen. Here are five key areas that serve as building blocks for infusing customer centricity into your brand. It should be clearly defined and communicated to employees and understood—and expected—by customers.

White Paper 40

White Paper Customer Centricity Culture Download 40

Strativity

JUNE 10, 2014

Consistently engaged employees are the key to creating better customer experiences and loyal customers, but as companies struggle to keep up with the fast-paced world of cultural transformation they are losing the hearts and minds of their employees. He will also discuss: Principles for successful cultural transformation.

2014 52

2014 CEM Workshop Culture 52

C Space

DECEMBER 5, 2019

Christina Stahlkopf is an Associate Director in C Space’s Boston office and a core member of our Global Research Team, Christina turns stats to stories and is a lead architect of our annual Customer Experience Code (CXC) Study, which connects key brand relationship behaviors to stronger business performance. We All Need Friends.

Net Promoter Score 52

Net Promoter Score Connections Innovation Brands 52

BirdEye

JULY 11, 2023

Adding captions for your Instagram posts is critical to finding success on Instagram. And that compels customers to take action and engage with your brand on social media. With the right caption, you can attract your audience, build a relationship with your community, and significantly boost engagement for your content.

Social Media 40

Social Media 2023 E Commerce Download 40

ChurnZero

FEBRUARY 16, 2023

As a CSM, you think about customers—their wants, needs, feelings, and concerns—all day long. In my early days in Customer Success, I remember a conflict where my team received notice from marketing that we were now responsible for writing one-pagers because we, as CSMs, were the product experts. I’m guilty of this myself.

Webinar 52

Webinar Management Feedback Reference 52

ChurnZero

FEBRUARY 16, 2023

As a CSM, you think about customers—their wants, needs, feelings, and concerns—all day long. In my early days in Customer Success, I remember a conflict where my team received notice from marketing that we were now responsible for writing one-pagers because we, as CSMs, were the product experts. I’m guilty of this myself.

Webinar 52

Webinar Management Feedback Reference 52

Steve DiGioia

DECEMBER 5, 2016

Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. They tout the benefits of their product and how they tend to the specific needs, wants and desires of their customers. The first question was to ask if what they were doing was right for the customer.

Culture 105

Culture Metrics Workshop Hotels 105

C Space

APRIL 27, 2020

Grants and donations raised from this campaign will provide immediate and ongoing financial, livelihood and health needs of customers and their communities across FINCA’s global network of banks and social enterprises in the face of the COVID-19 pandemic. The Brand Move Roundup – April 27, 2020.

2020 52

2020 Brands Fashion Download 52

Education Services Group

FEBRUARY 9, 2023

To determine in a hurry who should stay and who should go, he decided to settle on those who possessed or didn’t possess the very basic components that, in his mind, make a successful football team. As it turned out, one city block can be two miles in circumference. Ours was not so lucky. So, he had to get creative. That’s how big.

Customer Success 52

Customer Success Leadership Social Media ROI 52

Gainsight

APRIL 21, 2022

Every year Gainsight loves to give our customers and community the best of what we have for resources, including events, webinars, articles, ebooks, and more. As we enter the post-pandemic era, we have learned that customer success was one of the leading reasons companies who invested in CS fared better than those who did not.

2022 52

2022 Customer Success Chief Customer Officer Webinar 52

Magellan Solutions

APRIL 3, 2020

According to a study that investigates how people interact with online sites when deciding what to purchase in which they set up a thousand consumers through Google Consumer Surveys, showed that businesses lose as much as 22% of customers when one negative content is found by users considering buying their product. Ready to know more?

Social Media 52

Social Media Brands Consumers Interaction 52

CX Workout - Ideas Blog

JUNE 11, 2018

In his best-selling book The Innovator’s Dilemma , Harvard Business School Professor Clayton Christensen demonstrated how successful companies can be doing everything “right” and yet still lose their market leadership as new, unforeseen competitors grow and take over the market. Their dilemma wasn’t what to do—it was simply how to do it.

2017 40

2017 Innovation Technology Books 40

CX Workout - Ideas Blog

JUNE 11, 2018

In his best-selling book The Innovator’s Dilemma , Harvard Business School Professor Clayton Christensen demonstrated how successful companies can be doing everything “right” and yet still lose their market leadership as new, unforeseen competitors grow and take over the market. Their dilemma wasn’t what to do—it was simply how to do it.

2017 40

2017 Innovation Technology Books 40

CX Workout - Ideas Blog

JUNE 11, 2018

In his best-selling book The Innovator’s Dilemma , Harvard Business School Professor Clayton Christensen demonstrated how successful companies can be doing everything “right” and yet still lose their market leadership as new, unforeseen competitors grow and take over the market. Their dilemma wasn’t what to do—it was simply how to do it.

2017 40

2017 Technology Innovation Books 40

Russel Lolacher

SEPTEMBER 6, 2022

In this episode of Relationships at Work, Russel chats with organizational consultants and compensation experts Crystal Henrickson and Annika Reinhardt on the role of employee compensation in professional development and workplace culture. Connect with them: Website – Talent Collective. Linkedin – Talent Collective. KEY TAKEAWAYS.

Consulting 52

Consulting Communication Employee Experience Culture 52

Education Services Group

APRIL 12, 2022

You know what I love about being part of the Customer Success movement? Because it stands at the edge between customer and provider, it has no choice but to be nimble, deliberate, and anticipatory. What is ESG and what is Customer Success as a Service (CSaaS)? The tectonic forces that are constantly at play.

Customer Success 52

Customer Success Technology Customer Centricity Leadership 52

C Space

MAY 29, 2020

Therefore, booking platforms have been encouraging retailers, such as markets and grocery stores, to sign to help ease traffic and encourage customer visits. The Brand Move Roundup – May 29, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully.

2020 40

2020 Brands Social Media Events 40

CSM Magazine

SEPTEMBER 29, 2020

Unlike traditional ways of advertising, sending emails turns into a very effective tool for finding new customers. Modern technologies include spam filters and various firewalls that aim to block unwanted messages that aren’t worthy of customers’ attention. Certain factors determine whether emails get delivered.

Advertising 52

Advertising Marketing Technology Presentation 52