Lumoa

MARCH 10, 2022

I’m glad you asked!  Create content addressing customer questions Reviewing your customer feedback will help you understand the kinds of questions your customers are asking. Your marketing team can then create content to help answer these questions at scale.  Support tickets. Feature requests.

Feedback 236

Feedback Marketing Social Media Effort Score 236

Customer Bliss

JUNE 8, 2020

During our 45 minutes together, Yamini shared insights into her path as a perennial CCO and she answered audience questions about how she’s putting her experiences and her ability for pattern recognition to work. Here are her responses to these questions that we didn’t have time to answer on-air. – Waleed AlHamdan.

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

2020 Research

NOVEMBER 17, 2023

Just like wide-leg jeans making a comeback in style, in-depth interviews (IDIs) are now more popular than ever. At Sago Strategy + Insight , we’ve noticed a growing demand for qualitative research that relies on these individual in-depth interviews. A core principle at Sago Strategy + Insight is that we never ask, “Why?”

Tips 105

Tips Retail Consumers Policies 105

GetFeedback

APRIL 16, 2019

Getting it just right is all about asking the right customer experience questions. With that in mind, here are the seven most important questions that you’ll want to ask your customers. Other questions provide more specific answers, but this gives you an overall thumbs up or thumbs down from the people you sell to.

Customer Experience 262

Customer Experience Return on Investment Poor Customer Service Metrics 262

Customer Bliss

MARCH 2, 2018

You may have a good idea of the kinds of questions you’ll be asked during your interview: your experience, philosophy, and the style of leadership you’ll bring to the organization, and are prepping for that. You want the interview process between organizational leadership and a strong CCO candidate should be a dialogue.

Chief Customer Officer 189

Chief Customer Officer Leadership Case Study Resources 189

Customer Bliss

AUGUST 28, 2020

Over the past few months, I’ve been hosting live interviews with a range of C-Suite leaders on my LinkedIn and Twitter. I recently interviewed three, extremely driven women who are making a big impact in their roles. “When you talk about concern, anxiety and sustainability kind of go hand-in-hand. We had our 2020 plans.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

ChurnZero

DECEMBER 29, 2020

All I know is that if someone were to ask me if I’ll miss any aspect of 2020 (perhaps the solitude and introspection of it all), my reaction will most likely be this: So, here’s to hoping we find a few more chocolate-filled chocolates in next year’s box. Top 10 Blog Posts from 2020. Some of us sped up. Roll the tape back.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

Totango

JULY 28, 2021

In this blog we’ll share five of the most important best practices for hiring a customer success manager. Developing meaningful interview questions. This can determine whether customers renew or churn and whether they become loyal ambassadors for your brand. Assisting with customer onboarding. Testing customer success skills.

Customer Success 118

Customer Success Management Guidelines Customers 118

Totango

JANUARY 12, 2022

While some of these skills are apparent upon first meeting a person, interviewers will typically structure their Customer Success Manager interview questions around determining whether or not a candidate has these skills innately and/or has the ability and drive to learn them. Check out their responses below! .

Customer Success 95

Customer Success Management How To Leadership 95

ShepHyken

JUNE 28, 2019

As futurist Byron Reese points out , “Technology is really good about creating new good high-paying jobs, and it, in turn, destroys low-paying, lower-skilled jobs … the question to ask is not whether the people whose jobs are replaced by automation can do the new jobs. Technology replacing humans. That’s what we all fear.

Contact Center 110

Contact Center Self Service Banking Airlines 110

Customer Bliss

AUGUST 18, 2020

With over 1500 customers across 30 countries. Niraj’s focus with Hiver has been to empower companies to provide customer experiences that are more human and empathetic. . By Niraj Ranjan. By now, we are all well aware that the COVID-19 pandemic has drastically impacted customer experience. Identify Those With High EQ. Some might be angry.

Customer Service 252

Customer Service Case Study Customers Interaction 252

Heart of the Customer

JANUARY 30, 2020

Today’s blog post features an interview of Jim Tincher completed by SurveySparrow, the maker of widely celebrated online survey software. They asked such great questions around Heart of the Customer’s origins, Jim’s involvement in the CXPA, and how to best use customer surveys, we felt like it had to be shared!

Customer Journeys 88

Customer Journeys Survey Software Customers 88

Customer Bliss

MAY 12, 2020

Follow me on either platform to find out about my next live broadcast, join us, and ask your questions—we’ll answer them during the broadcast! In addition, he answered questions from our live audience. Ask: How Do You Contribute? Here are just a few of the takeaways from this conversation. Mentoring doesn’t scale.

Leadership 210

Leadership Hotels Connections Software 210

BirdEye

APRIL 26, 2024

This blog post discusses the content creation tools businesses must use to enhance their campaigns. It’s impossible to run a business today without focusing on content creation. Whether for newsletters, social media, or websites, content is everywhere – and so are the tools to create it. Table of contents What are content creation tools?

Tools 59

Tools Social Media Multi-Channel Video 59

Totango

OCTOBER 20, 2022

Empathy can be difficult to test for in an interview, but some questions to ask are: How would you go about delivering bad news to a customer? Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. What Is a Customer Success Manager (CSM)?

Customer Success 90

Customer Success Management Exercises Social Media 90

Totango

OCTOBER 7, 2021

CSAT surveys measure customer satisfaction with product or service quality by asking customers to use a scale of 1 to 5 to respond to questions such as, “How would you rate your overall satisfaction with the customer support you received?” Knowing how to get customer feedback can be tricky. Click to download. Reach out via Email.

Feedback 101

Feedback How To Net Promoter Score NPS 101

QuestionPro Audience

JULY 11, 2017

You let that lust pollute your wording, even allow bias to possess the questions like a Linda Blair dream. You let that lust pollute your wording, even allow bias to possess the questions like a Linda Blair dream. A year ago, we published a series of best practice for questionnaire development. Click To Tweet.

Survey 344

Survey Study Data Culture 344

Michel Falcon Experience

APRIL 15, 2020

It’s this quote that is motivating me to write this blog post for you. In this blog post, I’m going to share: Stories of great companies and leaders who speak truthfully. During the interview process, I will probe for this by asking the candidate the following questions: What do you think of our interview process so far?

Culture 103

Culture Company How To Employee Engagement 103

Michel Falcon Experience

SEPTEMBER 3, 2019

I’ll be sharing these lessons with you in this blog post and you’ll learn: How to create better job descriptions to repel these people from even applying to your company. I’ll be sharing these lessons with you in this blog post and you’ll learn: How to create better job descriptions to repel these people from even applying to your company.

Company 131

Company How To Culture Hospitality 131

SurveySparrow

APRIL 12, 2024

One of my friends recently asked me, “ But aren’t they the same?” This blog will solve the confusion about polls vs surveys! It typically consists of a single question with limited answer choices. The most common methods are online questionnaires, telephone interviews, and in-person interviews.

Survey 52

Survey Net Promoter Score Effort Score Comparison 52

Brandwatch CX

JANUARY 29, 2024

It’s full of people looking for ways to improve their business, they’re already receptive to a blog post about improving ROI or dealing wth crises. It’s full of people looking for ways to improve their business, they’re already receptive to a blog post about improving ROI or dealing wth crises.

Social Media 98

Social Media Tips Groups Brands 98

Uniphore

DECEMBER 6, 2021

Our Conversations That Matter podcast recently hosted an interview with author and futurist Jacob Morgan, who described the difference between good and bad leaders: “The two broad things that any leader does is make decisions and get people to move in the direction of that decision. Experience on the Frontline.

Contact Center 130

Contact Center Leadership Training Technology 130

Storyminers

AUGUST 28, 2017

It’s in the form of a dozen interviews with company leaders whose brands are excelling at the customer experience. I was invited to ask questions of the customer experience leaders on their success tactics. Do listen to at least a couple of the full interviews. The Walgreen’s interview is with Deepika Pandey.

Brands 350

Brands Healthcare Roadmap Exercises 350

Comm100

AUGUST 17, 2022

This blog recaps the best bits from this conversation. If you’d rather listen to the full podcast, you can watch the video below: Question: What does CX mean to you and what led you to enter and remain in this industry? Question: What’s changed in CX compared to 10 years ago? Service is a big part of that.

Meeting 176

Meeting How To Airlines Virtual Agent 176

Michel Falcon Experience

APRIL 2, 2020

In this blog post, I will share the five steps to follow when it comes time to start rebuilding your team. I would be refining your job descriptions, interview structure, training material and onboarding procedures. Many things can cause a team to be dismantled. Of course, things such as Covid-19 and a recession can cause this too.

How To 158

How To Groups Airlines Leadership 158

Totango

JANUARY 19, 2022

When it comes to landing a CSM position, there are three main areas to focus on: your resume, the interview and networking. When it comes to landing a CSM position, there are three main areas to focus on: your resume, the interview and networking. Do Your Homework for the Interview. Paint a Picture with Your Resume.

Tips 102

Tips Customer Success Management Social Media 102

Customer Bliss

MAY 6, 2020

Follow me on either platform to find out about my next live broadcast, join us, and ask your questions—we’ll answer them during the broadcast! Recently, I interviewed Horst Schulze, the incredible founder of the Capella Hotel Group and co-founder of The Ritz-Carlton Hotel Co. How are you leading your organization?

Hotels 156

Hotels Communication Leadership System 156

ClientSuccess

FEBRUARY 15, 2022

Here are five steps to an effective Customer Success interview process: 1. This next round of interviewing should hit hard on customer success experience and should usually take up to an hour with the candidate. Exploratory Discussion. Customer Success Deep Dive. Presentation and Q&A.

Customer Success 81

Customer Success Case Study eBook Touchpoint 81

Daniel Group

FEBRUARY 23, 2024

When presenting to a prospective client, I am often asked this question—Why phone? This is a fair question. This blog is especially worth reading if you consider implementing a CX feedback program or changing your existing one. We record all interviews, which are available on our client portal, along with the transcript.

Marketing 52

Marketing Automotive Self Service Effort Score 52

SurveySparrow

OCTOBER 20, 2023

In this blog, we will look into the core concepts, their importance, and examples to help you get a clear idea. It’s ideal for answering “how many” or “how much” questions. Through methods like interviews or focus groups, researchers gain insights into attitudes, behaviors, and emotions. What is Research?

Case Study 52

Case Study Study Survey Groups 52

2020 Research

NOVEMBER 1, 2022

Qualitative interviews provide in-depth insights from individual respondents, and are useful when follow-up or clarification is needed. Qualitative research uses in-depth interviews to gain rich non-numerical data from individuals. In this Article: When Should I Use Qualitative Interviews? Design Appropriate Questions.

Handbook 52

Handbook Consulting Analysis Groups 52

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Customer Service versus Customer Experience: Master both! There’s more to it than that, but let’s move on.

Customer Service 60

Customer Service Net Promoter Score Loyalty Programs Gamification 60

ClientSuccess

FEBRUARY 14, 2023

In this blog post, we’ll discuss how empathy can help businesses bridge the gap between customer satisfaction and meaningful engagement, plus tips to incorporate it into your strategy. Identify how they feel, then use reflective statements or questions to show them that you understand. What is empathy? How do we develop empathy?

Customer Success 80

Customer Success Customer Journeys eBook Exercises 80

Gainsight

NOVEMBER 20, 2019

In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. Blogs for Product Managers. That’s a lot to keep up with. Let us introduce you to the mantra, “Stay thirsty my friends.” Young [Free].

Resources 80

Resources Management Conference Groups 80

Gainsight

DECEMBER 1, 2022

If you interviewed 100 SaaS CEOs about what’s in and out of scope for a Chief Customer Officer (CCO) , chances are you’d get 200 answers. He’s combined that insight from interviews with the top search firms in SaaS to put together an ultimate guide to growing your CS leadership career. Figure out Where You Want to Focus.

Customer Success 52

Customer Success Chief Customer Officer Leadership eBook 52

Totango

OCTOBER 7, 2021

CSAT surveys measure customer satisfaction with product or service quality by asking customers to use a scale of 1 to 5 to respond to questions such as, “How would you rate your overall satisfaction with the customer support you received?” Knowing how to get customer feedback can be tricky. Use a Product Analytics Map for Your Product.

Feedback 71

Feedback How To Net Promoter Score NPS 71

Daniel Group

APRIL 23, 2021

I recently interviewed Paul Start, Market Growth Development Manager, Thomas Built Buses. In the interview, Paul reminds us that “Communication has to be proactive. I discuss this and other insights about communication further in my recent blog, Three Powerful Tips for Effective CX Communication. Coming in May).

Feedback 124

Feedback Net Promoter Score B2C B2B 124