Interactions

MARCH 28, 2024

39% of CX leaders polled by GDS state competing objectives and KPIs between departments within their organization as the reason their CX efforts are impeded. Strategic Crossroads: The panel explored the challenge of reconciling competing objectives and KPIs across departments that often impede CX efforts. Yet, many aren’t delivering.

Contact Center 62

Contact Center Innovation Consumers Chatbots 62

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Strategy 277

Strategy Customer Experience How To Analysis 277

One Millimeter Mindset

DECEMBER 12, 2018

Customer retention is a business growth, expansion and sustainability strategy. However, in reality, customer retention is firmly in the hands of everyone else in the organization who usually is not part of the customer acquisition process. Retaining Customers involves All Hands on Deck. Enjoy this blog post?

Customer Retention 63

Customer Retention Consulting Customers Sales 63

Lumoa

MARCH 8, 2023

In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. Delivering top-notch CX increases customer loyalty and enhances brand reputation, which can boost revenue. Here are the key takeaways from the webinar.

Industry 208

Industry Customer Centricity Telecommunications Feedback 208

NICE inContact

SEPTEMBER 30, 2019

Of all the communications channels, the web chat channel is quickly emerging as the leader in customer satisfaction and as a channel that improves agent efficiency, productivity and engagement. A growing body of research, as well as companies’ experiences with the chat channel bear out chat’s many benefits.

Abandon Rate 136

Abandon Rate Net Promoter Score Contact Center Effort Score 136

NICE inContact

JANUARY 22, 2019

There is an ocean of KPIs to help measure contact center performance. But with the growing role contact centers’ play in delivering a great customer experience throughout the entire customer journey, many managers often fail to stop and reflect on two important questions. So, what does this have to do with KPIs?

Contact Center 136

Contact Center Report Call Center Metrics 136

Horizon CX

OCTOBER 2, 2023

The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Experience improves and so does P&L. Customers wait. Then we create opportunities by fixing those gaps. It’s 8:13 p.m.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

NICE inContact

JUNE 26, 2018

In part one of the blog series, we looked at a framework for building a business case to invest in customer experience technologies. In part 2 , we looked at KPIs that drive enhanced customer experience and in part 3 , we looked at how contact centers can increase customer lifetime value.

Financial 194

Financial Customer Experience Contact Center Software 194

ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor.

Competitive Advantage 101

Competitive Advantage Case Study Communication Insurance 101

ShepHyken

SEPTEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Mark Smith, writes about how crucial personalization can be to the customer experience. When you customize or personalize the experience, even during the sales process, you are delivering a better level of service. Shep Hyken.

Omni-Channel 48

Omni-Channel Customer Experience Retail Effort Score 48

NICE inContact

OCTOBER 21, 2019

Vera Bradley’s customers reflect the colorful vibrance of this popular accessories brand. It’s all part of a robust customer experience , a central focus for a company that’s grown over the years by not only listening to but delighting its customers. Customers were sending an important message.

Abandon Rate 120

Abandon Rate Contact Center Omni-Channel Trends 120

NICE inContact

JULY 12, 2019

We’ve come a long way since the invention of social media, and today the advantages of digital customer service integration are crystal clear. Even when you’re already convinced of the advantages of digital customer service, there’s a series of steps to take before actually integrating a new system into your call center software.

Customer Service 136

Customer Service Net Promoter Score Call Center How To 136

NICE inContact

DECEMBER 6, 2018

Contact center leaders feel the relentless pressure to improve the customer experience that their teams deliver. But with a wide range of CX outcome KPIs like NPS, CSAT, CES and dozens of operational efficiency KPIs it is easy to be overwhelmed and lose the forest for the trees. Planning for Success in 2019.

Customer Experience 120

Customer Experience Contact Center NPS Customer Expectations 120

Wootric

DECEMBER 21, 2018

Automatically Organize Qualitative Customer Feedback with Auto-tagging. This is where using software to auto-tag customer comments saves the day. Here are 5 signs that text and sentiment analytics will be worth the investment, bringing your customer feedback program to the next level. Is it time for you to hire one?

Net Promoter Score 56

Net Promoter Score Effort Score NPS e-support 56

Uniphore

JUNE 9, 2021

With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. To understand what customers value, you’ll need to think like a true digital native. Out with the old, in with the new! Unleash and Unburden Your Employees.

Engagement 246

Engagement Contact Center How To Metrics 246

SurveySparrow

MARCH 5, 2024

In this blog post, we will learn more about executive dashboards and how different industries use them for industry-specific dashboard solutions. This simplified data enables C-level executives and other decision-makers to focus on Key Performance Indicators (KPIs) that are vital for business growth. Patients are not customers.

Industry 52

Industry Net Promoter Score Hospitality Healthcare 52

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

e-support 64

e-support eBook Chief Customer Officer B2B 64

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

One Millimeter Mindset

JANUARY 18, 2023

How many of you have encountered individuals, strategies, projects, goals, and KPIs which give you Professional Pause? You read this blog because you crave the collaborative magic which happens every time you and I move one millimeter beyond the professional barriers you create for yourself by living in a constant state of Professional Pause.

Consulting 93

Consulting Innovation Leadership Meeting 93

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. In this blog, we’ll look at the keys to building a customer-centric roadmap.

Roadmap 97

Roadmap Customer Centricity How To Effort Score 97

Customer Bliss

MARCH 12, 2019

What’s the State of Customer Experience? Laura: I know you spend a lot of time talking to CX leaders as well as chief customer officers. Laura: I know you spend a lot of time talking to CX leaders as well as chief customer officers. Will you honor your employees?

Chief Customer Officer 273

Chief Customer Officer Customer Experience Leadership Video 273

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. Then we’ll lay out seven steps to bring agile innovation to customer success.

Innovation 96

Innovation Customer Success Customer Journeys How To 96

ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We’ve published +60 posts on a variety of Customer Success related topics like customer churn, product adoption, customer journeys and more. We even got a shout out from HubSpot as a top blog you should be reading in 2018. 10 Punny Customer Success Jokes.

Net Promoter Score 49

Net Promoter Score eBook Social Media Effort Score 49

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. We’ll walk you through a five-step strategy to promote customer success using playbooks. What Is a Customer Success Playbook?

Customer Success 86

Customer Success Tips Customer Journeys Customer Retention 86

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? This comprehensive approach allows businesses of all sizes to unlock a deeper understanding of their customer’s journey, preferences, and pain points.

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

Totango

SEPTEMBER 6, 2022

A quarterly business review (QBR) gives you four opportunities per year to showcase the value your product delivers to customers. For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time. What Is a QBR?

Meeting 105

Meeting Comparison Guidelines Analysis 105

Gainsight

DECEMBER 27, 2019

We’ve released some amazing new Gainsight PX features , put on the best Pulse conference to date, and supported the customer-centric community with an ever-growing content library. With 2020 just around the corner, now is the perfect time to catch up on Gainsight’s top product experience blog posts of 2019.

Roadmap 97

Roadmap Metrics Feedback Conference 97

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. Guiding customers through how to use basic features.

Customer Journeys 92

Customer Journeys Self Service Customer Success Software 92

CSM Magazine

APRIL 27, 2023

Customer satisfaction is one of the most important variables for any organization, and measuring it is essential for understanding how your consumers perceive your products, services, and brand. The good news is that there are various metrics and technologies available to help you measure and enhance customer satisfaction.

Customer Satisfaction 52

Customer Satisfaction Metrics Net Promoter Score Tools 52

Feedbackly

JANUARY 19, 2023

Customer satisfaction is a paramount factor for the success of a business. So, keeping your customers happy is the secret to keeping the wheels moving. Businesses use different metrics to determine how customers feel during the buying journey. CSAT refers to customer satisfaction and is a key performance indicator in CX.

Customer Journeys 98

Customer Journeys Metrics Survey Customer Satisfaction 98

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

Customer Engagement 96

Customer Engagement Engagement Tips Strategy 96

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Customer service.

Customer Journeys 115

Customer Journeys Touchpoint B2B Social Media 115

SurveySensum

OCTOBER 26, 2023

Paul’s online handcrafted jewelry store started seeing a decline in customer satisfaction and repeat purchases. So he started sending CSAT surveys after every purchase to his customers to learn about their shopping experience, product quality, and overall satisfaction. Why should you Measure Customer Satisfaction?

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Strategy 52

ShepHyken

DECEMBER 9, 2016

This week on our Friends on Friday guest blog post my colleague, Stephan Delbos, writes about the importance of doing more than satisfying customers, you must delight them. There is a big difference between satisfied customers and loyal customers. What Emotions Mean for Customers. Satisfactory is a rating.

Customer Satisfaction 48

Customer Satisfaction Net Promoter Score Loyalty Connections 48

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The best way to gain this information is through customer engagement.

Customer Engagement 103

Customer Engagement Tools Engagement Knowledge Base 103

Feedbackly

MARCH 23, 2023

Feedbackly began with a mission to help businesses truly understand their customers and improve their experiences through valuable customer feedback. We’ve turned that mission into a reality with our powerful customer experience management platform and pioneering within Emotional Experience.

Feedback 98

Feedback Customer Experience Customer Journeys Customer Centricity 98

Gainsight

APRIL 21, 2022

We compiled our best Product Experience resources from last year, from blogs, ebooks, and webinars. As the category creator of customer success and the definitive thought leader, this list is filled with the help you need to deliver the ultimate Product Experience for your customers. Product Experience .

Resources 52

Resources Handbook eBook Government 52