Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

Retently

DECEMBER 4, 2019

Detractors are kind of a “taboo” topic in the business world – nobody really likes talking or thinking about upset customers. True, most unhappy customers decide to never use the service they didn’t like, or even worse, share their disappointment with their friends. Scott Cook. Scott Cook. What Is a Detractor?

Net Promoter Score 116

Net Promoter Score How To NPS Effort Score 116

ChurnZero

JULY 1, 2022

Customer Success operations is a necessity, not a luxury. It’s the best form of self-care you can give your CSMs who are maxed out handling difficult executive sponsors, devising customer business strategies, rescuing at-risk accounts, and selling solution upgrades. What does CS operations do that a CS team doesn’t already?

Customer Success 52

Customer Success Customers Metrics NPS 52

ChurnZero

JULY 1, 2022

Your CSMs will welcome the efficiency and process that CS ops brings, especially if they’re already maxed out handling difficult executive sponsors, devising customer business strategies, rescuing at-risk accounts, and selling solution upgrades. It’s a common question among leaders, executives, and CS professionals.

Customer Success 52

Customer Success Customers Metrics NPS 52

Solvvy

AUGUST 31, 2022

Successful marketers know that to capture new business — and keep customers coming back — they need to appeal to people’s emotions through engagement and ensure customers associate positive feelings with their brands. Measuring customer satisfaction requires collecting data and calculating your CSAT.

Effort Score 62

Effort Score NPS Net Promoter Score Customer Satisfaction 62

Experience Matters

APRIL 7, 2015

In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Clarabridge. NICE Systems.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Kustomer

MARCH 10, 2020

In this episode of Customer Service Secrets , Gabe Larsen is joined by Dan Gingiss to discuss the intersection of marketing and the customer experience. Dan has worked for Fortune 300 companies, including McDonald’s, Discover, and Humana, in marketing and customer service roles. Listen to the full podcast below.

Customer Experience 52

Customer Experience Marketing Social Media Customers 52

ClientSuccess

JULY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. From : Natalie Williams ; Director, Customer Success. It’s the nature of a customer to question what they can or can’t do. Mentor Questions.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

Currency Alliance

FEBRUARY 10, 2021

We hear loyalty leaders state all the time that they have embraced ‘best practices’. In my opinion, if someone believes they have reached ‘best practice’, then they typically stop thinking about how to create more value for all stakeholders, and simply allow inertia to drive their customer engagement efforts.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

Currency Alliance

APRIL 10, 2021

Certainly that’s the case if the outcome will be greater ROI from the department, and an increase in my brand’s NPS score. Uncover the mountains of gold in your mid-long tail customers. Most loyalty teams obsess over your 10-15% most frequent customers, partly because they’re profitable, but partly because they’re easy to market to.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Strativity

JULY 18, 2018

At the top of Forrester’s 2018 prediction is the claim that Customer Experience (CX) programs have hit a wall. Practitioners have generated a great deal of activity around journey mapping, voice-of-customer programs, and implementing quick wins. Connect with the impact good experiences will have on your customers.

Customer Journeys 40

Customer Journeys Tips Net Promoter Score Touchpoint 40

Kapta Customer Success

JANUARY 31, 2018

I’m really excited to share a fantastic interview I conducted with Kia Puhm, the Founder of K!A We sat down to talk about Customer Success, Key Account Management, and how to drive real success with your most important clients. In this interview, you will learn: How to build proactive Customer Success Plans. Prior to K!A

Customer Success 45

Customer Success Software Communication Customers 45

Thematic

MARCH 29, 2020

How insights and analytics professionals can turn overwhelming volumes of customer feedback into a continuous product feedback loop. I spent the last 5 years building Thematic , a customer feedback solution. Sadly, this feedback is often not analyzed and when it is, the insights from it are rarely acted upon.

Feedback 111

Feedback How To Analysis e-support 111

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. So, retaining customers becomes necessary for any company to sustain itself in this economic turbulence.

Customer Retention 21

Customer Retention Strategy e-support Social Media 21

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. Meet Our Panel of Customer Experience Pros: Daisy Jing. Sasha Tenodi. Wendy Glavin. Randy Hernandez. Jess Tiffany. Casey Tibbs. Alex Reichmann. Qiaoli Wang. Jake Rheude. Bryan Clayton.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Grade.us

SEPTEMBER 4, 2018

The test results are back , and the diagnosis is in. Doctors hate reviews. 75% of doctors say reviews stress them out. 33% of doctors say they believe reviews actively cause patients harm. 34% of doctors say reviews could lead to healthcare overutilization. It doesn't matter if you're running a hospital, hospice, clinic, or local doctor's office.

Healthcare 20

Healthcare Industry Tips Management 20

Bold360

DECEMBER 1, 2016

Customer experience (CX) software helps companies gain valuable insight into their audience’s mindset to tailor products, services, and support to customers’ needs and expectations. With myriad features and functionality, evaluating customer experience software isn’t a cut-and-dry process. In fact, sometimes it can seem.

Software 40

Software Customer Experience Company CRM 40

Michel Falcon Experience

MARCH 12, 2019

Are you content with your customer experience? Do you feel like it’s good, but it really needs to get great year over year? And then we’re going to evaluate customer wants and needs and why it’s so difficult to really understand what your customers need to build an experience that they’ve never seen before.

Culture 12

Culture Employee Engagement Company Engagement 12

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. podcast and the Experience Maker Show. podcast and the Experience Maker Show.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

ClientSuccess

SEPTEMBER 24, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. One of those questions asks, “ What are two or three ways you’ve established (or improved) “customer success as a culture” within your organization?

Customer Success 40

Customer Success Culture Leadership NPS 40

Amity

MAY 25, 2016

With over 750 customers worldwide, Vision Critical provides a cloud-based Customer Intelligence platform that allows companies to build engaged, secure communities of customers they can use continuously, across the enterprise, for ongoing, real-time feedback and insight. I head up the Customer Success Team in Toronto.

Customer Success 90

Customer Success Customers Metrics Sales 90

Amity

AUGUST 5, 2016

With hundreds of customers worldwide, Achievers delivers a powerful new way for companies to engage, align, and recognize employees to drive business success. We sat down with Vanessa Brangwyn , the VP of Customer Success, to discuss how Customer Success has evolved at Achievers over the last five years.

Customer Success 48

Customer Success Culture Customers Meeting 48

delighted

APRIL 5, 2019

You’ve collected, analyzed, and derived insights from customer data - now what? The customer will be waiting for acknowledgement or an update from your company, so creating an efficient, organized, and candid system to close the loop with your clients and make the required changes you need is vital. Taking action on customer feedback.

Feedback 44

Feedback Customer Experience How To Effort Score 44

Lumoa

NOVEMBER 2, 2022

Recently, Lumoa held a webinar where customer experience (CX) experts talked about the role of customer experience in the telecoms industry entering 2023. This blog will share some of the highlights of the webinar. This blog will share some of the highlights of the webinar.

Industry 236

Industry Telecommunications Customer Experience Multi-Channel 236

Comm100

OCTOBER 17, 2017

Once a failing restaurant, Amy’s Baking Company now had a flock of new customers rushing to their location in Scottsdale, Arizona, eager to check out the only establishment that the renowned chef had ever walked out on mid-episode. Free Download] 120+ Ready-to-Use Live Chat Scripts for Both Sales and Customer Service.

Social Media 122

Social Media Customer Service Customer Care Feedback 122