Lumoa

APRIL 21, 2022

Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. What will your answer be? I can almost picture the scene.

How To 208

How To Self Service Banking Customer Satisfaction 208

GetFeedback

SEPTEMBER 14, 2018

Customers churn for a lot of different reasons. In today’s world of subscription-based business models and limited trial periods, many brands risk losing a large swath of customers after a certain time frame has passed. No brand is immune from customer churn, either. Why are your customers churning?

Loyalty 170

Loyalty Effort Score Net Promoter Score Touchpoint 170

ShepHyken

MAY 31, 2019

This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization. Same goes for a poor experience and how badly it turned you off from that company, brand or product. What is the customer experience?

Customer Experience 116

Customer Experience Touchpoint User Experience Feedback 116

Optimove

APRIL 23, 2024

Re-engage your churned customers with this guide Download Now Why it Matters: The 2024 Optimove Insights Report on Marketing Fatigue provides crucial insights for marketers. Successful marketing starts by understanding and prioritizing individual customer needs, resembling exceptional salesmanship. citizens in January 2024.

Marketing 64

Marketing Survey Report Consumers 64

Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you make every agent sell to and serve your customers just like your very best agents? How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? Read on to learn why.

Contact Center 204

Contact Center Training Call Center How To 204

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. And how do offshore solutions, interpreters, and texting play a role? And how do offshore solutions, interpreters, and texting play a role? But what’s the best approach?

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Uniphore

JUNE 10, 2021

3 Ways Call Center Coaching is Leading to Customer Churn. And How to Fix it With Agent Assist. It’s no secret that better coaching creates more effective agents and better overall customer interactions. Effective coaching not only keeps agents from walking out, it also makes them better customer service providers.

Call Center 147

Call Center Contact Center Average Handle Time eBook 147

ShepHyken

AUGUST 10, 2018

This week we feature an article by Jarrin Howard who writes about how predictive analytics can enhance customer relations. – Shep Hyken. These are common examples of sites using predictive analytics catering to individual customer preferences. Segmenting Customers. Personalizing Content.

Analytics 67

Analytics Social Media Travel Banking 67

Retently

JULY 11, 2022

If your company is charging the clients on a monthly basis, signing up new customers and keeping them onboard has an incredible impact on your revenue, growth rate and profits. If a customer is a Detractor , there’s a serious chance that they’ll cancel their subscription either in the next billing period or in the near future.

NPS 158

NPS Net Promoter Score Company Tips 158

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Complaints are opportunities to show how good you can be. Customer behavior is becoming more dynamic. Customers tend to grumble or express their discontent if things go wrong.

Poor Customer Service 108

Poor Customer Service Advertising B2B Policies 108

Team Support

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn.

Customer Success 98

Customer Success B2B Customer relationships Customer Retention 98

ShepHyken

MAY 25, 2018

This week we feature an article by Matt Nolan who shares five keys to building more compelling, sustainable customer relationships. Customer retention used to be considered just a “service problem.” Service has become an always-on, everywhere requirement – in the customer’s eyes, great experiences have to be connected and fluid.

Customer relationships 74

Customer relationships Call Center Customer Retention Advertising 74

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. At the intersection of product, customer, and business insights, CS is uniquely positioned to steer businesses through these changing environments. Most expect to see CS emerging as a growth engine.

Customer Success 94

Customer Success Consulting Customers Leadership 94

Totango

FEBRUARY 12, 2021

What is customer churn ? The answer directly relates to your success at retaining customers and maintaining revenue levels. Read on to learn what you need to know about what customer churn is and how to calculate it. What Is Customer Churn? Any customers you don’t retain contribute to churn.

Customer Retention 81

Customer Retention Customers Analysis Course 81

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer Retention 98

Customer Retention Software Customer Success CRM 98

Totango

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. The more customers you lose to churn, the more you have to invest in new customer acquisition to maintain your revenue, and the harder it becomes to grow your business. Invest in Your Customer Success Team.

Strategy 95

Strategy Net Promoter Score How To Roadmap 95

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

Data 91

Data Analytics Customer Retention Software 91

Team Support

JANUARY 22, 2024

Businesses are continually seeking innovative ways to enhance efficiency and improve the overall customer experience. In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation. What is Automation? Why Automate?

Customer Service 59

Customer Service Knowledge Base Exceptional Customer Service B2B 59

Team Support

MAY 11, 2021

“You’re not paying close enough attention to your customers.”. That’s how TeamSupport CEO Pete Khanna and ProfitSword VP of Sales and Marketing Paul Bennie began their speaking session at the recent TSIA Interact annual conference. This blog provides the highlights from their talk. How do you accomplish that?

Effort Score 98

Effort Score B2B Customer Success Metrics 98

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms.

Report 91

Report Trends Customer Success Self Service 91

Optimove

MARCH 18, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: March marks Problem Gambling Awareness Month in the US. Responsible gambling measures can reduce churn and increase player retention. Tech can contribute to mitigating problem gambling.

eBook 52

eBook Loyalty Tips Measurement 52

BirdEye

AUGUST 29, 2023

Happy customers build successful businesses. You can grow, scale, and develop your business if you understand your customers’ feelings about you. Great products, the best marketing campaigns, and the costliest ads are all playing second fiddle to the power of customer satisfaction. Why is customer satisfaction important?

Customer Satisfaction 98

Customer Satisfaction Chatbots Social Media Omni-Channel 98

CustomerSuccessBox

DECEMBER 13, 2021

Why customer success is your golden ticket to business success ”- Your business’s success is dependent on your customer’s success. For your business’s long-term growth make CS a priority and measure the changing customer dynamics time and again. Read the blog from CustomerSuccessBox. “ Interesting blog from CSM Practice.

Customer Success 52

Customer Success Meeting Customer Journeys Measurement 52

Win the Customer

SEPTEMBER 8, 2023

In the dynamic world of startups, where every decision can make or break a company’s future, customer experience (CX) stands out as a critical factor for success. It’s not just about having a great product or service; it’s about how you make your customers feel when they interact with your brand.

Strategy 59

Strategy Social Media Touchpoint Customer Centricity 59

Uniphore

JUNE 16, 2021

10 Agent Assist Superpowers That Reduce AHT and Boost NPS on Day 1. ??? Placing too much emphasis on reducing AHT at all costs can be detrimental to the overall customer experience and even disincentivize agents from spending time with customers to properly resolve their issues with empathy. Maybe even a little too much.

NPS 147

NPS Net Promoter Score Contact Center Self Service 147

Win the Customer

SEPTEMBER 11, 2023

Delivering an exceptional customer experience (CX) isn’t just a nice-to-have—it’s a strategic imperative. In this blog post, we’ll delve into the crucial Key Performance Indicators (KPIs) that define CX success and show you how to leverage them for maximum impact. Essential CX Metrics for Success 1.

Metrics 59

Metrics Customer Experience Net Promoter Score Effort Score 59

ChurnZero

OCTOBER 5, 2022

This is a guest blog contributed by Emily Ryan, chief client officer at Valuize , a B2B consulting company that helps industry-leading technology organizations supercharge their customer lifecycle to drive best-in-class net dollar retention. Define what customer health looks like for your business.

Metrics 94

Metrics B2B NPS Measurement 94

CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Customer Onboarding. Customer Onboarding- How to prevent drop offs.

Resources 52

Resources Customer Retention B2B Customer Success 52

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. What Is a Customer Engagement Strategy? What Are the Benefits of Customer Engagement Strategies?

Customer Engagement 76

Customer Engagement Customer Journeys Engagement Tips 76

ClientSuccess

JANUARY 24, 2023

Listening Vectors by Vecteezy Customer success health scoring is one of the most valuable activities SaaS organizations can undertake to evaluate and improve customer engagement, satisfaction, and loyalty. What is a Customer Health Score? What is a Customer Health Score?

Metrics 89

Metrics NPS eBook Customer Success 89

SurveySensum

FEBRUARY 6, 2024

Launch cancellation surveys – a smart way to find out why customers say goodbye, but in a friendly and helpful way. A cancellation survey is a set of questions sent to users to determine why your customers are leaving. Well, research says that businesses can win back 70% of dissatisfied customers when their issues are resolved.

Survey 52

Survey Feedback User Experience Communication 52

Optimove

NOVEMBER 15, 2023

Why It Matters: Segmentation makes your messages more relevant and ensures you’re connecting with your highest-value customers at the moments they’re most likely to respond. The Big Picture With an average open rate of 98% ( SMSComparison ), there’s no denying the fact that SMS marketing is a powerful tool for getting customers’ attention.

Return on Investment 59

Return on Investment ROI Customer Retention Loyalty 59

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. But that was before the internet made it possible to deliver highly customized items.

Customer Success 100

Customer Success Customer Centricity Customer Satisfaction B2C 100

ChurnZero

MAY 3, 2022

Did you know that, by the end of this week, one-third of internet users* will have watched a tutorial or how-to video? Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Start with: CSM Mastermind: Sharing Customer Feedback Effectively.

Customer Success 98

Customer Success Customer Journeys Customer Centricity Tips 98

CustomerSuccessBox

JUNE 7, 2021

Acquiring your customers is just a first step in the fruitful partnership process and retaining them is the next big thing and for that matter, it becomes extremely crucial to reduce the churn for any SaaS Business. So, how many ways can we actually measure churn? So, how many ways can we actually measure churn?

Measurement 52

Measurement Customer Retention Tips B2B 52

Zonka Feedback

JUNE 21, 2021

You bring visitors to your Website, but what do you do if customers are not staying and not returning? How do you measure whether your visitors are finding what they came looking for or not? And how do you fix it if they don't?

Survey 64

Survey Ecommerce User Experience Customer Satisfaction 64

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