GetFeedback

JANUARY 12, 2020

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. That’s not as easy as it seems.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. What Is a SaaS Customer Journey? It includes their pre-purchase, purchase, and post-purchase experiences.

Customer Journeys 110

Customer Journeys Touchpoint Software Customers 110

Beyond Philosophy

AUGUST 12, 2020

We’ve recently trained some of our clients on journey mapping. During the process, I realized that there is a lot that people don’t know about it—and that they needed a few rules to help them make the most of the exercise. We discussed the problems with journey mapping in a recent podcast.

Customer Journeys 187

Customer Journeys Hotels Net Promoter Score Exercises 187

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 Journeys 115

Customer Journeys Touchpoint B2B Social Media 115

GetFeedback

AUGUST 14, 2019

Let’s talk about customer satisfaction. . What does it really mean? Is it worth it to track? It’s time to get serious about getting satisfaction. In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. It’s how we stay in business.

Customer Journeys 273

Customer Journeys Metrics How To Customer Satisfaction 273

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. Then we’ll consider the benefits of using success playbooks. What Is a Customer Success Playbook?

Customer Success 86

Customer Success Tips Customer Journeys Customer Retention 86

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This leaves you with more uncertainty about CX than you had at the start of your research. . This leaves you with more uncertainty about CX than you had at the start of your research. .

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” This idea was revolutionary in that day, but today, the business world has more or less accepted that emotions are a significant part of interactions with customers.

Measurement 174

Measurement Customer Journeys Management Net Promoter Score 174

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. Imagine an executive dashboard as the GPS for your survey data. Instead of handing you a thick manual, they offer a clear, colorful map. Planning to improve your customer experience?

Industry 52

Industry Net Promoter Score Hospitality Healthcare 52

Experience Investigators by 360Connext

OCTOBER 2, 2018

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title. Did we find out?

Customer Experience 225

Customer Experience Customer Journeys Culture Leadership 225

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

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX.

Trends 78

Trends Contact Center Customer Journeys Touchpoint 78

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Omni-Channel 94

Omni-Channel Self Service Policies Abandon Rate 94

Totango

NOVEMBER 3, 2022

In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. Start with defining the customer journey. Sounds simple in concept, but where do you start? . Deliver day 1 value.

Customer Journeys 62

Customer Journeys Tips Chief Customer Officer Healthcare 62

Education Services Group

FEBRUARY 8, 2022

Over the years, we’ve helped many of our clients build customer journey maps as part of our Customer Success as a Service® business model. I want to give you an inside look at what makes journey mapping the ESG way so special. Because we get asked about our customer journey mapping workshops a lot.

Customer Journeys 52

Customer Journeys Exercises Customer Success Customer Satisfaction 52

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This yields superior customer satisfaction, translating into higher revenue for your business. This article will give you six best practices for optimizing your B2B customer segmentation.

B2B 99

B2B Customer Journeys Social Media Net Promoter Score 99

Call Experts

JULY 21, 2022

Every company sells something, and every company must serve its customers to sell their products and services. But, how can you do that if you don’t know who your customers are and how they want to buy from you? A buyers journey is the path that a buyer follows while researching, comparing and finalizing your product. .

Customer Journeys 52

Customer Journeys Competitive Advantage Fashion Comparison 52

CX Journey

APRIL 5, 2017

It was published on their blog on June 7, 2016. Are you following the 10 Commandments of Customer Experiences? Or is it time for a confession? In May 2016, I spoke at CallidusCloud Connections (C3); if you've never been to this event, be sure to check it out this year! It's only just begun!

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

Totango

SEPTEMBER 1, 2022

Why Your QBR SaaS Model Needs an AI Makeover. Here we’ll show you how to update your SaaS QBR strategy to keep up with the latest technology and best practices. Finally, we’ll offer some tips on updating your QBR SaaS strategy to leverage the latest technology and best practices. What Is a QBR in SaaS?

Customer Journeys 97

Customer Journeys Net Promoter Score Meeting B2B 97

AWS Machine Learning

JANUARY 26, 2024

Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications. Understanding and addressing LLM vulnerabilities, threats, and risks during the design and architecture phases helps teams focus on maximizing the economic and productivity benefits generative AI can bring.

Government 125

Government Training Data Policies 125

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. What Is the Client Onboarding Process?

Customer Journeys 92

Customer Journeys Self Service Customer Success Software 92

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. Developing a world-class CX strategy is well worth the investment of your time!

Customer Experience 71

Customer Experience Net Promoter Score Customer Journeys Touchpoint 71

Team Support

NOVEMBER 10, 2020

“Customers buy products to enable and streamline their business operations. Services drive recurring revenue by helping customers to successfully adopt and apply products.”. This blog series highlights excerpts from four key concepts for using services to retain and grow recurring revenue. value of relationships.

B2B 59

B2B Sales Customers Customer Success 59

CX Journey

OCTOBER 7, 2014

If you''re new to designing and implementing a VoC program, you''re probably scratching your head and wondering where to begin. This post is about three key exercises to lay the foundation for beginning any customer listening efforts. My Execs Don''t Get It! Understand the Customer Who are your customers?

Customer Journeys 164

Customer Journeys Exercises Touchpoint Voice of Customer 164

Experience Investigators by 360Connext

OCTOBER 2, 2018

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title. Did we find out?

Customer Experience 110

Customer Experience Customer Journeys Culture Leadership 110

inQuba

JULY 3, 2022

Why deep customer insight is at the heart of better experiences & revenue growth. Customer Journey Management is the process of discovering and optimizing your customers’ journeys, to improve customer experience and achieve positive business outcomes. What is Customer Journey Analytics?

Customer Journeys 52

Customer Journeys Analytics Omni-Channel Multi-Channel 52

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? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

Beyond Philosophy

OCTOBER 5, 2017

The emotional side of the Customer Experience (CX) is often ignored, which is a big mistake in today’s competitive business environment. Since emotion influences more than half the typical CX, deliberate structuring of your emotional CX is essential. But what should you focus on to ensure your program is a success?

Customer Journeys 142

Customer Journeys Banking Customer Centricity Customer Experience 142

SurveySparrow

JULY 26, 2023

Do you want to learn more about the wants and needs of your customers? Want to match customer expectations with your business strategies? In that case, you must adopt the Voice of Customer (VOC) solution. But what exactly is VOC, and how does it work its magic? Let’s make it simpler.

Voice of Customer 52

Voice of Customer Social Media Customer Journeys Competitive Advantage 52

BirdEye

MAY 5, 2023

How well you reach your customers to pitch your products depends on how effective your advertising is. And it means you have to get selective about how, when, and where you advertise your business. So, let’s dive in and start growing your business. Table of contents What is free advertising?

Advertising 98

Advertising Automotive Retail Sales 98

ChurnZero

FEBRUARY 1, 2022

Acquiring and keeping new customers is obviously at the core of running any successful business, and one thing about it is certain: for customers to keep using your product, they have to like it. let’s cover the three key elements of that approach to illustrate how to effectively implement it at your company.

Customer Success 98

Customer Success Net Promoter Score Metrics Strategy 98

Vonage

JULY 27, 2017

The concept of silos is so pervasive in business that I don’t even need to define what they are for you — there’s nearly a 100 percent chance you already know. The theory goes like this: it’s a time of hyper-competition, so you need the best people. I see some benefits to that way of thinking, but it’s a long way off.

Customer Experience 120

Customer Experience Customer Journeys Leadership Customers 120

CX Journey

MAY 24, 2017

It appeared on their blog on August 29, 2016. Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. It's real, and your employees matter! The customer experience is everyone's job.

Engagement 154

Engagement Strategy Customer Experience Customer Journeys 154

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

Strategy 92

Strategy Customer Journeys e-support Customer Success 92

AWS Machine Learning

JANUARY 5, 2024

Integrating multiple tool stacks to build a compact solution might involve building custom connectors or workflows. Integrating multiple tool stacks to build a compact solution might involve building custom connectors or workflows. Data science and DevOps teams may face challenges managing these isolated tool stacks and systems.

Data 112

Data Management Effort Score Training 112

Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. What is Customer Journey Orchestration?

Customer Journeys 128

Customer Journeys Touchpoint Interaction System 128

SurveySparrow

OCTOBER 25, 2023

What is the first thought you get when you hear “Just do it”? And why is it so important? Do you think it’s just the name or logo of an enterprise? It is the soul of your business. A brand is a combination of everything that your business is made up of. Nike, right? What is a brand?

Brands 52

Brands Strategy Marketing Social Media 52