Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Customer Success 99

Customer Success Tips Self Service Customer Journeys 99

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience. Think about it.

Analytics 208

Analytics Customer Experience Management Net Promoter Score 208

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Teaming leaders from each of these functions to focus on a respective industry, these “pods” work together to build deep knowledge and vertical expertise.

Sales 89

Sales NPS Customer Journeys Customer Success 89

Totango

JUNE 21, 2023

We are thrilled to announce an exciting new product as part of our Composable Customer Success platform: Totango In-App ! This cross-functional alignment was a key topic at the recent TSIA World: Interact conference , where leaders across functions emphasized the need for these departments to work together to unlock new growth opportunities​.

Communication 83

Communication Customer Success Customer Journeys Conference 83

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Fortunately, customers also like to help themselves. What Is Customer Self-Service?

Self Service 275

Self Service Knowledge Base e-support Policies 275

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Customer Success 103

Customer Success Effort Score Touchpoint Tools 103

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. My point is, we know what it’s like to spend weeks, months even, looking for clarity on the right CX approach to only end up more confused by the endless information that’s out there on the topic.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

NICE inContact

OCTOBER 23, 2019

Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? Using random customer interactions to analyze customer experience or agent performance, hinders the ability to target strategic improvement initiatives. Improve retention rates through emotion detection.

Contact Center 121

Contact Center Analytics Call Center NPS 121

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. 9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. Check out this post to see if you’re inadvertently sending subliminal negativity to your customers.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

Analysis 423

Analysis Data How To Customer Centricity 423

Lumoa

DECEMBER 18, 2017

The topic of customer experience has been trending throughout this year. More and more companies put a customer at the centre of their business operations. Customer experience and engagement are already changing the way businesses work covering larger and larger industries. State of CX - where are we going?

Analytics 273

Analytics Customer Journeys Customer Experience Net Promoter Score 273

Uniphore

DECEMBER 27, 2021

In a recent webinar , Suhail Nair, Executive Director of Partner Relationships for Uniphore, discussed this topic with Lawrence Sathiaraj, Global Delivery Head for Tech Mahindra, a leading provider of digital transformation, consulting and business re-engineering solutions that has partnered with Uniphore. .”

Self Service 211

Self Service User Experience Chatbots Consulting 211

ShepHyken

OCTOBER 27, 2017

This week we feature an article by Tim Fujita-Yuhas that discusses the importance of empathy when using new technology for customer service. When the topic of customer service comes up, the most common associations aren’t typically positive ones. It’s much more than that, especially in the customer service realm.

Customer Service Strategies 83

Customer Service Strategies Strategy Customer Service Hotels 83

Horizon CX

MARCH 19, 2022

So, what exactly is AI and how are organizations applying it, and most importantly, how does it either enrich or diminish the Customer Experience? But I digress, that’s another topic for another blog. This is where the fun begins or, to put it more crisply, where the customer journey can take a critical and not so smooth turn.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

BirdEye

MARCH 1, 2024

But just as importantly, leveraging E-E-A-T is crucial for effectively managing clients’ websites. In this blog, we’ll explore: How Google assesses E-E-A-T Why E-E-A-T guidelines matter for your agency (and for your clients) Actionable strategies to optimize E-E-A-T and reign supreme in the digital realm Let’s dive in.

Guidelines 59

Guidelines Social Media Case Study Effort Score 59

NICE inContact

SEPTEMBER 25, 2019

Agility and ease are key concepts in digital customer service , regardless of your industry or the size of your business. We recently collaborated with T-Mobile, one of our clients, to learn more about how they offer better, more efficient digital customer service. Here’s what we found out. Unify channels. Automate routing.

Customer Service 138

Customer Service Social Media Contact Center CRM 138

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community? Posting job opportunities.

Customer Success 115

Customer Success Guidelines Social Media Tips 115

GetFeedback

SEPTEMBER 2, 2019

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Companies are now using machine learning technology to improve customer experience and traditional institutions usually resistant to change are coming under pressure from a customer base that wants more. Article No.

Net Promoter Score 210

Net Promoter Score Self Service Financial Customer Centricity 210

BirdEye

OCTOBER 26, 2023

For businesses, customer feedback is the anchor to growth, improving customer experience , and increasing revenue. Through the power of AI and automation, businesses can revolutionize the ways they gather, analyze, and capitalize on customer feedback. I’m VP of Enterprise Sales at Birdeye.

Feedback 111

Feedback Customer Journeys Effort Score Survey 111

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

ShepHyken

JULY 8, 2016

This week on our Friends on Friday guest blog post my colleague, Mike Schoultz shares a few customer experience stories that demonstrate how companies have handled customer experiences, some well and some not so well. It is so important for employees to feel that they can make good customer focused decisions in every situation.

Examples 75

Examples Customer Experience Hotels Social Media 75

NICE inContact

JANUARY 24, 2018

Cloud contact center deployments that began in customer care may have been extended to other business areas. Two topics come to mind: participating fully in corporate digital transformation initiatives and investigating uses of artificial intelligence in customer care. Indeed, the topic was being discussed before this year.

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

NICE inContact

MARCH 24, 2016

I recently did a webinar with CRMXchange on one-page journey mapping for contact centers. With over 230 people in attendance, there were great conversations and a lot of interest on this topic. In this workshop, I provided a simple mapping template and presented consumer research about the shopping journey.

Customer Journeys 122

Customer Journeys Contact Center Ecommerce Consumers 122

ChurnZero

FEBRUARY 15, 2024

Creating a steady stream of engaging content for a customer community can be a daunting task, especially when you’re relying on your team to contribute. How I got my team to create high-quality content for our customer community. 8: Treat your community differently from a blog. Here are the lessons I’ve learned.

Tips 52

Tips Analytics Engagement Strategy 52

NobelBiz

MARCH 19, 2024

Let’s delve deeper and explore the dashboard functionalities, key metrics, best practices, and their pivotal role in enhancing customer satisfaction. From call volume and trends to agent performance, customer satisfaction, and operational efficiency, these dashboards provide a holistic view of the contact center ecosystem.

Call Center 59

Call Center Contact Center Average Handle Time Multi-Channel 59

ClientSuccess

DECEMBER 19, 2022

For customer success teams, playbooks are invaluable tools to help them save time and be more efficient in their customer interactions. Playbooks consist of a series of actions, next steps, and tactical items that can be used to help customers achieve their goals or objectives in a scalable manner. Playbook Vectors by Vecteezy.

eBook 72

eBook Resources Customer Success Training 72

NICE inContact

JUNE 6, 2017

inContact believes that the customer experience (CX) and the customer’s satisfaction are critical to the long-term success of our business. After all, the entire foundation behind inContact and our solutions is to help contact centers transform their customers’ experiences! How inContact “Walks the CX Talk”.

Customer Experience 151

Customer Experience Contact Center Fashion Customer Journeys 151

Daniel Group

APRIL 13, 2022

This edition of Success Strategies focuses on growing your business through referral marketing with the foundation of excellent Customer Experience. You need to clearly understand how significant customer experience is to sales and marketing. Tip #3: Consider every touchpoint with the customer as essential.

Marketing 98

Marketing B2B Tips Feedback 98

Michelli Experience

JUNE 26, 2018

I became a student on the topic because I wanted my children to learn how to constructively use humor to take themselves and the world around them less seriously. More importantly, I wanted them to develop an ability to manage frustration and diffuse conflict. Humor and Customer Experience. Tips for the Journey.

Customer Experience 184

Customer Experience Consulting Guidelines Tips 184

BirdEye

NOVEMBER 30, 2023

First, consistently publish content around topics that resonate with your ideal clients. To maximize your efforts, double down on content formats and topics that gain traction and update old content regularly. Instead, manage all of your listings from one convenient dashboard with Birdeye. Don’t make them wait around.

Marketing 111

Marketing Social Media How To Advertising 111

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. Here are my top five picks from last week.

Self Service 124

Self Service Customer Service Customer Journeys B2B 124

BirdEye

MARCH 17, 2023

Social listening is an essential tool for businesses looking to stay ahead of the competition and gain a better understanding of their customers and prospects. By monitoring conversations on social media, companies can identify opportunities to engage with potential customers and get real-time feedback about their products or services.

Tips 98

Tips Social Media How To Analysis 98

Daniel Group

FEBRUARY 3, 2022

Focus on Customer Experience! The start of a new year is the perfect time to focus on Customer Experience. Your customers have changed too. How your customers feel about you is paramount for referrals. Customer Experience Makes Your Company More Competitive. Our managers care deeply. Client Success Stories.

Customer Experience 105

Customer Experience B2B Touchpoint Employee Engagement 105

Experience Investigators by 360Connext

OCTOBER 15, 2019

Customer experience, in all is complexity, really is about one thing to your customers: Expectations. Think about your own journeys as a customer. Jerry explains the job isn’t about taking the reservation for customers, it’s about holding the reservation. Then they act on that information in ways to help customers.

Training 110

Training Sales Customer Experience Self Service 110

NICE inContact

JULY 5, 2019

I’ve just returned from Las Vegas where I attended my first visit ever to Customer Contact Week – it’s the world’s largest customer contact event, in its 20th year. For the uninitiated, CCW is like those popular comic book fan conventions – except, instead of comic books, the hero is THE customer.

Contact Center 139

Contact Center Omni-Channel CRM Innovation 139