SurveySensum

SEPTEMBER 22, 2023

To do this effectively, you require a comprehensive SaaS feedback software that can guide you through every step, from survey creation to analysis. In this blog, we’ll delve deep into the concept of product-market fit, exploring how you can attain it and pave the way for your business’s success. Not just that.

Survey 52

Survey Marketing Measurement Customer Satisfaction 52

Kustomer

JUNE 13, 2022

Kustomer research discovered that CX professionals believe live chat (79%), social media (72%) and SMS (56%) will become more popular in the next three years while legacy channels like voice will stay the same. Chat allows CX teams to be both more efficient and effective since agents can multitask and handle multiple inquiries simultaneously.

Tips 98

Tips Customer Service Chatbots Social Media 98

Solvvy

AUGUST 31, 2022

It is a common key performance indicator (KPI) that businesses across all industries use to keep their customer service and support teams on track. If you’re using a 5-point scale, divide the total number of people responding with a 4 or 5 by the total number of respondents and multiply by 100. What is CX?

Effort Score 62

Effort Score NPS Net Promoter Score Customer Satisfaction 62

GetFeedback

JANUARY 12, 2020

What’s behind the improved performance is what some call the “loyalty effect.” Southwest Airlines CEO Gary Kelly explained in a 2006 blog post : Open seating has allowed us to build a highly efficient operation by keeping the time our aircraft are sitting at our gate to a minimum. I’ll use a recent example to illustrate. .

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

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. We’ll help answer the question, “ What is product-led growth ?” Now that we’ve answered the question, “ What is product-led growth?

Customer Success 98

Customer Success Net Promoter Score Metrics Strategy 98

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. Check out a recap of some of the questions and answers from the session below. Getting Started: Tips for Implementing an Effective Customer Engagement Strategy.

Customer Engagement 110

Customer Engagement Customer Journeys Engagement Strategy 110

BirdEye

MARCH 24, 2023

In this guide, we’ll provide you with the tools, tips, and strategies you need to thrive in the year ahead. Whether you’re an established business looking to scale or a startup just getting off the ground, our guide has something for everyone. They constantly test various acquisition methods looking for efficient growth.

Return on Investment 98

Return on Investment Social Media Sales Metrics 98

CSM Practice

JANUARY 13, 2021

Despite the obvious advantages of mastering and scaling the renewal process as SaaS companies grow, renewals still pose a big challenge for most. Failed attempts at scaling renewals that end up in fire-fighting. The entire process is done on an ad-hoc basis using spreadsheets and a one-size-fits-all approach. Technology.

How To 98

How To Self Service Touchpoint Customer Centricity 98

Thematic

NOVEMBER 23, 2023

When my kids' school sent me a survey with 15 open-ended questions, I volunteered to help them analyze the data. In this blog post, I’ll share my approach and the prompts used for the analysis. The majority of parents have answered at least two open-ended questions. Some were tied to a score.

Feedback 62

Feedback How To Analysis Survey 62

CustomerSuccessBox

JUNE 18, 2021

In this article, we collate blogs and webinars from CustomerSuccessBox which will help you as an extensive guide for customer success. In this article, we collate blogs and webinars from CustomerSuccessBox which will help you as an extensive guide for customer success. Customer Onboarding. Customer segmentation.

Resources 52

Resources Customer Retention B2B Customer Success 52

Optimove

MAY 18, 2023

PPJ can be the tipping point in nurturing customer loyalty and turning one-time clients into lifetime ones (or losing them for life), so plenty is at stake here. The time saved by sending out a short PPJ can be used for adding more personalized journeys.

Marketing 52

Marketing Groups Touchpoint Comparison 52

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. Check out a recap of some of the questions and answers from the session below. Getting Started: Tips for Implementing an Effective Customer Engagement Strategy.

Customer Engagement 84

Customer Engagement Customer Journeys Engagement Strategy 84

Beyond Philosophy

JANUARY 15, 2021

A Nudge supports the premise that the way you present choices tips the scales towards a particular option. Many of the Behavioral Science principles fall under Nudging, things like Framing Effects, Choice Architecture, or Context Effects. Digital Nudging builds on this idea, but for Customer Experiences online.

Airlines 99

Airlines Examples Customer Experience Exercises 99

SurveySparrow

MARCH 9, 2022

From the unnerving ones in a quiz that throw you a curveball, to a more nuanced attendance such as in a survey, one has multiple ways with multiple-choice questions. This blog post will serve as a comprehensive guide for everything multiple-choice questions. What are multiple choice questions? MeetingPulse.

Survey 52

Survey Transportation Examples Hospitality 52

ClientSuccess

SEPTEMBER 3, 2020

In the first post of this two-part series, I addressed a key question that often surfaces about who owns the renewal. In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? Three CSM Compensation Models.

Customer Success 111

Customer Success Management NPS Sales 111

Wootric CX Blog

SEPTEMBER 23, 2020

The answer is that it can vary considerably based on the channel, the industry, and the type of questions asked. Then you can work to improve those response rates with the following tips. . Limit the number of questions to reduce friction. One way to improve your response rate is to limit the number of questions you ask.

Survey 98

Survey Net Promoter Score Effort Score How To 98

Totango

AUGUST 18, 2022

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. In this article, we’ll cover what you need to know to create an effective onboarding checklist.

Customer Journeys 92

Customer Journeys Self Service Customer Success Software 92

ChurnZero

MARCH 29, 2019

This is a guest blog post by Gaetano DiNardi from Nextiva. With that in mind, it is generally more useful to conduct a formal survey. This may be because a client simply never gathered the thoughts about your service that the right questions will elicit of because a more formal setting makes them feel more comfortable about opening up.

B2B 73

B2B Survey Net Promoter Score Effort Score 73

BirdEye

APRIL 6, 2023

According to the US Census, an average of 5.4 It’s also an effective way to gain a more flexible lifestyle and greater independence you won’t find working for someone else. Starting with your own pain points helps determine if you share similar needs with others and whether the opportunities are worth exploring.

Insurance 98

Insurance Social Media Transportation Consulting 98

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. Check out a recap of some of the questions and answers from the session below. Getting Started: Tips for Implementing an Effective Customer Engagement Strategy.

Customer Engagement 62

Customer Engagement Customer Journeys Engagement Strategy 62

Comm100

NOVEMBER 8, 2017

This blog post will take you through a series of good customer service skills that you should look for when hiring live chat agents, and will give you some tips on how to spot these skills in your candidates. Sometimes customers ramble on and take a while to get to the point. Customer service can require a lot of it.

Customer Service 105

Customer Service Tips Average Handle Time Communication 105

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. We’ll help answer the question, “ What is product-led growth ?” That’s where product-led growth strategies come into play.

Customer Success 52

Customer Success Net Promoter Score Metrics Loyalty 52

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. We’ll help answer the question, “ What is product-led growth ?” Now that we’ve answered the question, “ What is product-led growth?

Customer Success 52

Customer Success Net Promoter Score Metrics Strategy 52

ProProfs Chat

FEBRUARY 19, 2021

Through this blog, let’s develop a complete understanding of “Customer Effort Score.”. Tips to Enhance Customer Effort Score. Customer effort score measures the customer effort on a scale ranging from ‘ Strongly agree ‘ to ‘ Strongly disagree. The 2010 scale didn’t capture a vast amount of responses.

Effort Score 52

Effort Score Omni-Channel How To Multi-Channel 52

SurveySparrow

JUNE 29, 2022

If we ask about your age and the fruit you like, we’ll get two different data points. And to analyze this data, we’ll use Cross-tabulation. And in what sectors is it predominantly used? In this blog, we’ll cover: What is Cross-tabulation analysis? Click “+Add” to add another question and response and click Apply.

Analysis 52

Analysis Data Comparison Survey 52

Esteban Kolsky

MARCH 13, 2018

After the first of the three video webinars, we did with Microsoft on customer experience I wrote a blog post saying that I had found the four questions you had about customer experience. You can find that webinar here – and the questions and answers here. Simplest, and easiest, of the three. A mileage questions.

Customer Experience 107

Customer Experience Customer Journeys Customer Centricity CRM 107

ChurnZero

JULY 1, 2022

It’s a common question among leaders, executives, and CS professionals. To scale, your team’s operations must be down pat. To scale, your team’s operations must be down pat. Nina: “Overall, it could be split into three categories. What does CS operations do that a CS team doesn’t do already?

Customer Success 52

Customer Success Customers Metrics NPS 52

ChurnZero

JULY 1, 2022

It’s a common question among leaders and executives, and even CS professionals. Your operations must be down pat to scale, successfully at least. But as Bree points out, “Just because you don’t have a solidified CS ops function or formal title, it’s still something that all teams are doing.

Customer Success 52

Customer Success Customers Metrics NPS 52

Helen Dewdney

NOVEMBER 6, 2020

That is the question. Many of us loathe Amazon, questioning its tax affairs, believing it is the killer of small business, treats its staff appallingly and unless complaining about something simple like faulty goods or a delivery, their customer service is shocking. Elle Finlay, who writes the blog E.L.

Sports 75

Sports Poor Customer Service Consumers Social Media 75

ChurnZero

FEBRUARY 4, 2022

And while these stories contain new and valuable points of view, investors end up missing the message because it hasn’t been adapted for them. In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement. What metrics do investors care about?

Metrics 98

Metrics Customer Success Engagement Effort Score 98

Thematic

APRIL 29, 2019

Since I co-founded customer feedback company Thematic , friends who work on software products often ask me how to effectively use feedback to identify, fix and prevent customer churn. In this post we describe how you can use your customer feedback surveys to perform churn analysis. Don’t ask unnecessary questions!

Analysis 85

Analysis How To Survey Feedback 85

CSM Practice

NOVEMBER 4, 2019

Some foundational questions still require attention in our growing customer success community. These questions include customer success funding and reporting, as well as appropriate customer segmentation. As SaaS companies mature, they are presented with bigger challenges that are associated with scaling. Segmentation Strategy.

Customer Success 45

Customer Success Customer Journeys Study Effort Score 45

Kayako

MARCH 21, 2017

In the age of disloyalty , it’s easy for your customer to jump ship from one subscription business or ecommerce store to another. How do you make a customer feel respected and gain their trust? Customer trust is a reciprocal behavior to what they receive. Why customer trust is important for brand loyalty. Your customer has high expectations.

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Interaction How To Self Service Customers 211

CSM Practice

AUGUST 26, 2019

He also focused on system selection criteria as well as implementation tips. This blog captures some of the questions that were addressed during this fireside chat. Third and final factor is that you must not wait until all of your data is aligned because that will never happen, utilize the data that your business partners use.

System 49

System Customer Success Net Promoter Score ROI 49

ProProfs Chat

SEPTEMBER 9, 2020

But with the awesome customer loyalty programs in place, they’ve successfully ensured that customers return to their store to make a purchase and earn more points. But with the awesome customer loyalty programs in place, they’ve successfully ensured that customers return to their store to make a purchase and earn more points.

Loyalty Programs 96

Loyalty Programs Loyalty Net Promoter Score Gamification 96

Survicate

APRIL 17, 2019

Imagine that you’re collecting responses in a customer satisfaction survey and, based on your clients’ responses, assigning them to separate mailing lists that align to their pain points or needs. In fact, you don’t have to imagine, as it’s one of the many ways you can use a customer feedback platform to your advantage.

Survey 76

Survey Net Promoter Score NPS Social Media 76

Esteban Kolsky

FEBRUARY 15, 2018

Another one in the “ I did an amazing webinar, and these are the questions I did not get to ” series. Number two, and am doing another one on Tuesday (tomorrow), so I will have more questions I do not get to – my content, it is that awesome (thanks, Jon). It was very good (well, my part was for sure — KWIM?)

Self Service 68

Self Service Customer Service Study Chatbots 68