ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We’ve published +60 posts on a variety of Customer Success related topics like customer churn, product adoption, customer journeys and more. We even got a shout out from HubSpot as a top blog you should be reading in 2018.

Net Promoter Score 49

Net Promoter Score eBook Social Media Effort Score 49

Totango

FEBRUARY 1, 2022

Qlik’s Vice President of Customer Success Operations and Chief of Staff Chris Wood and his team were on the hunt for a customer success tool that could help them do three things: Streamline processes. Scale customers quickly and efficiently. Enable teams to work cross-functionally. 4 Key Takeaways . .

Customer Success 96

Customer Success Touchpoint Metrics Training 96

SurveySensum

JANUARY 17, 2024

Did you know on average, only 33% of people finish those feedback surveys you get after shopping or using a service? That means companies need to catch up on what two-thirds of customers think. Ensure the questions resonate with the customer’s experience and send surveys at moments when they can engage with them effectively.

Customer Satisfaction 52

Customer Satisfaction Survey Feedback Groups 52

Call Experts

JULY 21, 2022

Every company sells something, and every company must serve its customers to sell their products and services. But, how can you do that if you don’t know who your customers are and how they want to buy from you? A buyers journey is the path that a buyer follows while researching, comparing and finalizing your product. .

Customer Journeys 52

Customer Journeys Competitive Advantage Fashion Comparison 52

Feedbackly

DECEMBER 22, 2022

Take a moment to think of your past purchasing behavior as a customer. Traditionally, customer experience doesn’t account for customer emotions. With metrics like NPS, CES, and C-SAT , you only measure CX from the lens of loyalty, service quality, and product functionality. Why is emotional experience important?

Survey 52

Survey Customer Journeys Measurement Metrics 52

SurveySensum

AUGUST 8, 2023

According to a Microsoft Dynamics 365 State of Global Customer Service Report , 95% of consumers consider good B2B customer service essential for earning loyalty. Remember the old saying, “A happy customer is a loyal customer”? That’s where customer feedback comes into play. That’s right!

B2B 52

B2B Feedback Customer Service Self Service 52

AWS Machine Learning

NOVEMBER 3, 2023

While there are many factors that contribute to an iconic goal, there’s a particular magnetism to shots that blaze through the air, especially those taken from a distance. Bernd Nickel, a standout figure from Frankfurt’s illustrious squad in the 1970s and 1980s, earned the title “Dr. Hammer” from ardent fans.

Sports 92

Sports Measurement Metrics Data 92

SurveySparrow

AUGUST 14, 2023

Picture this scenario: A patient walks into a healthcare facility, not merely seeking medical attention but yearning for empathy, efficient communication, and a seamless experience from start to finish. They understand the emotional and physical challenges patients may be facing and provide support and comfort.

Healthcare 52

Healthcare Customer Experience Wait Times Feedback 52

SuiteCX

JANUARY 13, 2020

We just finished teaching a class on CX driven Journey mapping to a large and very diverse group. There were a number of common questions and comments from both beginning and advanced CX Architects/Mappers. Let’s talk about the customer layer (front stage) first. Do B2B and B2C maps really differ?

Customer Journeys 189

Customer Journeys Omni-Channel B2C Multi-Channel 189

Totango

AUGUST 14, 2020

In customer success, your customers define their own victories. No one-size-fits-all finish line exists that clients must strive to cross, and there is no Harvard Business School concept of accomplishment you can award your customer before resting on well-earned laurels. Creating Better Customers, by Definition.

Customer Success 76

Customer Success Customer Journeys Customers Case Study 76

GetFeedback

DECEMBER 27, 2018

Customer feedback can reveal opportunities for major business growth—what customers want, straight from their own mouths. Customers benefit from sharing feedback too. According to AgilOne’s Consumer Survey , over 70% of US and UK consumers expect some form of personalization from the brands they buy from.

Survey 225

Survey Net Promoter Score Feedback Abandon Rate 225

CSM Practice

JUNE 11, 2023

If you’ve been in the Customer Success profession long enough, you should have had the opportunity to be part of an account reassignment. This is an inevitable yet important part of the customer journey. Your customer who is being reassigned may come with questions and objections that we will cover in the blog post.

Tips 59

Tips CRM Customer Success Leadership 59

Optimove

APRIL 27, 2023

You head out in the morning and grab a coffee from your favorite watering hole. Little wonder that for many brands — and customers — app gamification has become a winning strategy: Brands that use gamification in their mobile apps see an average increase of 22% in user retention rates. SocialTimes) Ok, but where should you begin?

Gamification 52

Gamification Loyalty Programs Loyalty Study 52

GetFeedback

AUGUST 16, 2018

Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. Customer Happiness Metrics. Why is CSAT important?

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. What is Customer Journey Orchestration?

Customer Journeys 128

Customer Journeys Touchpoint Interaction System 128

ijgolding

OCTOBER 6, 2014

This blog post is written to mark the second global Customer Experience Day on Tuesday 7th October 2014. Join thousands of CX Professionals all over the world in marking the significance of Customer Experience in our lives today! You can find out about physical and online events throughout the 7th October here.

Customer Experience Professionals 200

Customer Experience Professionals Customer Experience Customer Centricity Customer Journeys 200

SurveySparrow

AUGUST 14, 2023

Picture a world where every customer is not just satisfied but delighted with your business. Improving the customer experience is not just a choice today; it’s the ultimate key to success. So, how can businesses unlock the secrets to providing exceptional customer experiences? We thought you might be! Let’s find out.

Customer Experience 52

Customer Experience Effort Score Social Media Chatbots 52

CX Journey

DECEMBER 10, 2015

When it comes down to it, how well do you truly understand your customer base? Do you understand their motivation, lifestyle, and other attributes that affect their spending habits? Understanding what makes your customer tick can help you hone in on buying behavior and plan everything from ad copy to new product lines.

Customer Journeys 80

Customer Journeys Entertainment Social Media Healthcare 80

SuiteCX

JUNE 16, 2017

The team at SuiteCX has been working with retailers for more than 20 years, helping them to navigate this changing environment and gain a competitive advantage through customer excellence. Companies like Amazon Go enable customers to purchase items without checking out at all. Retailers are no longer selling things.

Omni-Channel 124

Omni-Channel Retail Industry Multi-Channel 124

SurveySensum

SEPTEMBER 18, 2023

These surveys provide a unique opportunity to gather customer feedback right when they are interacting with your product. They also provide you with valuable insights to enhance the overall user experience, leading to higher customer satisfaction and retention rates. This is what the in-app survey looks like. What is an In-App Survey?

Survey 52

Survey Gamification Hotels User Experience 52

Beyond Philosophy

JULY 22, 2021

For example, one of the recent debates asked the question, is Customer Experience the new marketing? . Sherman is the Director of Customer Experience and employee engagement by day and the founder of DoingCXRight.com by night. In my view, I do not think Customer Experience replaces traditional marketing.

Marketing 88

Marketing Customer Experience Consulting Customers 88

Wootric CX Blog

SEPTEMBER 8, 2020

Customer experience has slowly overtaken both price and product as the most critical brand differentiator. Therefore, only brands that build flawless customer experiences through swift, reliable, and pro-active customer service have a chance to set themselves apart and capture (as well as retain) the lion’s share of the market.

Interaction 52

Interaction Customer Journeys Effort Score Touchpoint 52

Gainsight

DECEMBER 20, 2020

No matter who is celebrating—from toddler to grandparent—and no matter what time of day—from morning breakfast to late at night in a bar—he always remembers to ask his patented question: “What did you learn this year?”. Specifically, the Customer Success world learned 10 important lessons in 2020: 1.

Customer Success 69

Customer Success ROI Metrics Sales 69

Integrity Solutions

DECEMBER 14, 2018

Originally contributed as a guest blog to SalesPop.net. As you move towards finishing the year strong and planning for 2019, as a sales leader your focus naturally turns to next year’s budgets, goals, and sales pipeline. In other words, does the account manager understand the sale from the customer’s point of view?

Sales 68

Sales Training Leadership Management 68

ReviewTrackers

MAY 22, 2017

“We care deeply about our customers.” Or: “We ❤️️ our customers.”. We’ve seen a number of companies use either of these taglines or some other similarly customer-focused phrase in order to profess their undying, indissoluble love for their customers. We here at ReviewTrackers ❤️️ our customers, too. Which is great!

Survey 89

Survey Customer Experience Net Promoter Score Social Media 89

Michelli Experience

APRIL 24, 2018

As I was writing my blog last week, the news was shifting quickly on the Starbucks debacle in Philadelphia. In fact, when I put the finishing touches on that post, Starbucks CEO Kevin Johnson had simply issued an apology and made a promise do a thorough investigation into the situation. Predictions Made and Predictions Overlooked.

Training 100

Training Leadership eBook Customer Experience 100

Feedbackly

APRIL 26, 2018

A customer journey map is an essential tool that affords companies the opportunity to understand the state of their organization’s customer experience by outlining points at which their customers interact with their brand. Nowadays there are as many customer touchpoints as there are trees in a forest.

Customer Journeys 53

Customer Journeys Touchpoint Feedback Social Media 53

SuiteCX

JUNE 16, 2017

The team at SuiteCX has been working with retailers for more than 20 years, helping them to navigate this changing environment and gain a competitive advantage through customer excellence. Companies like Amazon Go enable customers to purchase items without checking out at all. Retailers are no longer selling things.

Omni-Channel 100

Omni-Channel Retail Multi-Channel Social Media 100

AWS Machine Learning

JULY 19, 2022

Reaching out to potential customers at the right time, through the right channel, and with attractive offers is very crucial for solar and energy companies. They’re looking for cost-efficient approaches and tools to conduct targeted marketing to proactively reach out to potential customers. The problem. Solution overview.

Training 71

Training Metrics Customers Data 71

Wootric CX Blog

APRIL 7, 2021

In the world of software development, Product Managers must integrate customer insights — delights, frustrations, and pain points — into product development. During startup mode, it’s easy to interact with customers every day, inputting their feedback directly into product roadmaps. . First, though, you need to get the feedback.

Feedback 52

Feedback Customer Journeys Management How To 52

BirdEye

AUGUST 31, 2023

The Shop feature from Meta for Facebook and Instagram has seen a considerable welcome from most businesses due to its effectiveness in social shopping strategies. The Shop feature from Meta for Facebook and Instagram has seen a considerable welcome from most businesses due to its effectiveness in social shopping strategies.

Social Media 59

Social Media e-support Advertising Comparison 59

SmartMessage Blog

SEPTEMBER 6, 2022

One of the most comprehensive ways to come together and interact with your customers is End to End Marketing. It is an integrated marketing approach aiming seamless customer experiences using different channels and touchpoints. Managing more than one movement, such as customer expectations and habits, brings success.

Marketing 56

Marketing Study Social Media Roadmap 56

ijgolding

JANUARY 19, 2016

Customer Experience – as a concept…. as a principle… as a profession… – it all started in the US. However, it is true that most of the best examples – the earliest examples – of Customer Experience being deployed as a core element of business strategy was very much a US led phenomenon. as an idea….

Airlines 120

Airlines Customer Experience Travel Customer Centricity 120

Amity

NOVEMBER 28, 2018

Delivered as a service, Densify's patented optimization engine collects and analyzes data from cloud computing services and other IT environments, which is further combined with advisory services of cloud experts who report on cost, explore usage patterns, and project future trends. [ Photo Credits: Nathanael De Boer [link] boer.com/ ].

Customer Success 106

Customer Success Competitive Advantage Customers Software 106

Gainsight

MARCH 19, 2020

The start of a new decade. The current situation has foisted millions of people into their first experience working from home. And that’s driven thousands of customer success professionals who were used to seeing their clients and teams every day to learn the ins and outs of “virtual” CS. You really understand us.”

Customer Success 85

Customer Success Tips Video Roadmap 85

ChurnZero

JULY 31, 2020

This is a guest blog post by Dhruv Mehta from Acquire. Truth be told, there’s a direct relationship between customer retention and higher profits. trillion from losing customers to a competitor.” ” And finally, “Acquiring new customers costs 5 times as much as retaining existing ones.”

Customer Experience 64

Customer Experience Customer Retention Feedback Strategy 64

Forcivity Salesforce

JULY 6, 2021

It’s easy to configure the tech part of an implementation project, but the people and process are the most challenging to get across the finish line. Communicate the ‘Why’ When employees don’t understand why changes are happening, it can be a barrier to driving ownership and commitment, and it may even result in push back.

Management 52

Management Culture Communication Study 52