ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Customer behavior is becoming more dynamic. According to the reports, “It is in the hands of the companies to prevent 85% of the customer churn caused due to futile poor service.”.

Poor Customer Service 109

Poor Customer Service Advertising B2B Policies 109

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?

Customer Success 115

Customer Success Guidelines Social Media Tips 115

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

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? Refund requests.

B2B 91

B2B Customer Success Customer Service B2C 91

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This yields superior customer satisfaction, translating into higher revenue for your business. This article will give you six best practices for optimizing your B2B customer segmentation.

B2B 99

B2B Customer Journeys Social Media Net Promoter Score 99

SurveySensum

AUGUST 3, 2023

Imagine you run a B2B marketing software company that provides innovative marketing solutions to small businesses. But you’re not quite sure how it’s being received by your customers. You wish you had a better understanding of their thoughts to improve your offering. What is B2B SaaS feedback software?

B2B 52

B2B Software Feedback NPS 52

Experience Investigators by 360Connext

NOVEMBER 10, 2014

Is mystery shopping a business-to-business (B2B) organization possible? Just think of how many types of businesses there are and how many types of businesses who may be customers. Understanding your customer’s journey in a B2B environment takes more finesse. Use the channels your customers might.

B2B 271

B2B B2C Social Media Retail 271

SurveySparrow

FEBRUARY 22, 2024

Customer retention is one of the crucial aspects of business. Since it’s plain as sky that it’s harder to acquire a new customer than to retain one, most companies go retention. Let’s start by understanding the key features a customer retention software must have. And for this, customer support and feedback tools are essential.

Customer Retention 52

Customer Retention Software Gamification e-support 52

ShepHyken

JUNE 1, 2018

This week we feature an article by Jason Grills who discusses the importance of integrating an effective customer support system and how to decide upon live chat software for your organization. – Shep Hyken. Your most unhappy customers are your greatest source of learning” – Bill Gates , Microsoft Founder. Probably not.

Software 103

Software Comparison Customer Satisfaction System 103

SurveySparrow

DECEMBER 27, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. This is where the Voice of the Customer (VoC) framework comes in. What is Voice of Customer Framework? Let’s dive in!

Voice of Customer 52

Voice of Customer B2B Net Promoter Score Effort Score 52

SurveySparrow

DECEMBER 26, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. This is where the Voice of the Customer (VoC) framework comes in. What is Voice of the Customer Framework? Let’s dive in!

B2B 52

B2B Net Promoter Score Effort Score NPS 52

GetFeedback

JULY 25, 2018

Looking at customer experience (CX) and churn in the SaaS environment from a high level, there’s one theme that stands out from the mix: The fact that we live in what’s called a “switching economy.”. It can be a major driver of customer churn—and it’s already creating an incredible economic deficit in the US.

Omni-Channel 150

Omni-Channel Net Promoter Score e-support Touchpoint 150

BirdEye

NOVEMBER 20, 2023

We’re living in an era of customer engagement, where every delighted client can become your best marketer. This strategy transforms satisfied customers into brand champions who actively refer new business. This strategy transforms satisfied customers into brand champions who actively refer new business. Let’s dive in.

Software 63

Software Marketing Multi-Channel e-support 63

Magellan Solutions

DECEMBER 12, 2023

We all know how annoying it can be to receive a random call from someone offering a product or service we don’t need or want. But what if you are on the other side of the phone? Imagine calling hundreds of random customers per day. Instead of being interested, we hang up or say, “No, thank you.”

Knowledge Base 52

Knowledge Base Social Media Resources Feedback 52

Forcivity Salesforce

APRIL 19, 2022

The one-size-fits-all approach to the customer experience (CX) is no longer acceptable. Those with an excellent customer experience are closing more sales and improving the customer lifetime value (LTV). and the customer experience. strengthens customer relationships through the data that’s being collected.

Omni-Channel 52

Omni-Channel Customer Experience B2C B2B 52

SurveySensum

AUGUST 17, 2023

Net Promoter Score (NPS) scores serve a purpose beyond measuring customer satisfaction; they offer cues for upselling and cross-selling opportunities. When customers give high NPS scores, it signifies their satisfaction and loyalty. This means they’re likely interested in exploring more of your company’s offerings.

NPS 52

NPS Net Promoter Score Effort Score Survey 52

SurveySensum

OCTOBER 12, 2023

InMoment is a customer feedback platform that helps you understand the voice of your customers , get actionable insights from qualitative feedback, and auto-categorize unstructured feedback from surveys, online reviews, support tickets, and more. When you are thinking of buying a new product, what do you do?

Comparison 52

Comparison Knowledge Base Gamification NPS 52

SurveySensum

MARCH 15, 2024

This is because before launching Company B decided to market research into its target audience, created customer personas, and launched their product only after understanding their audience and market dynamics. This resulted in more relevant downloads and positive feedback from customers. What is a Market Research Tool?

Tools 52

Tools Software Marketing Analytics 52

Lithium

OCTOBER 3, 2023

If you haven't signed up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Sign up today !

Analytics 52

Analytics B2C Social Media Report 52

Totango

MAY 5, 2020

These businesses will be well-situated to speak to, lead, and ultimately retain customers through customer retention strategies in B2B like the following: Re-evaluate Current Digital Engagement Strategy Make Use of Key Engagement Metrics Personalize Communication Foster Lasting Relationships.

Customer Retention 62

Customer Retention B2B Strategy Multi-Channel 62

SurveySensum

OCTOBER 11, 2023

AskNicely is a customer feedback platform that helps businesses gather and analyze customer feedback. It specializes in Net Promoter Score surveys, enabling companies to measure customer loyalty and satisfaction. Here’s one of the customer reviews talking about it on the G2 platform. Why look for AskNicely alternatives?

Analytics 52

Analytics Net Promoter Score Survey NPS 52

SurveySensum

OCTOBER 17, 2023

And as her patience wore thin, she received an offer from the NBFC with high-interest rates and a meager loan. And as her patience wore thin, she received an offer from the NBFC with high-interest rates and a meager loan. NBFCs have a multitude of limitations and issues that affect their customer retention and satisfaction.

Feedback 52

Feedback Tools Management Knowledge Base 52

SmartMessage Blog

MAY 16, 2023

Especially in the B2B world, events are important to promote products and services and create new prospects. Since it is a direct promotional activity, the engagement effect is more powerful than the other channels. It also offered the advantage of being watched on-demand for those who missed the activity. How to use it?

Marketing 52

Marketing e-support B2B Social Media 52

BirdEye

SEPTEMBER 12, 2023

But for businesses new to this medium, knowing what works and what doesn’t can be difficult. This blog post details the top social media best practices a business needs to use social media to its full potential. This section covers a list of what businesses must follow to succeed in their social media marketing efforts.

Social Media 105

Social Media Guidelines Video Analytics 105

SmartMessage Blog

APRIL 14, 2023

Especially in the B2B world, events are important to promote products and services and create new prospects. Since it is a direct promotional activity, the engagement effect is more powerful than the other channels. It also offered the advantage of being watched on-demand for those who missed the activity. How to use it?

Marketing 52

Marketing B2B e-support Social Media 52

SurveySensum

NOVEMBER 13, 2023

Well, the answer lies in tapping into customer feedback , and what better way to do that than with a robust customer feedback tool ? So, with this blog, we will explore the top 9 mobile survey tools that you can choose from to streamline your feedback process in this digital age. What is a Mobile Survey Tool?

Tools 52

Tools Survey Customer Experience NPS 52

Totango

SEPTEMBER 1, 2022

First, we’ll examine what a SaaS QBR is and why they’ve become so important. Finally, we’ll offer some tips on updating your QBR SaaS strategy to leverage the latest technology and best practices. What Is a QBR in SaaS? Updating goals, strategies, and KPIs to pursue future objectives. Why Are SaaS QBRs Important?

Customer Journeys 97

Customer Journeys Net Promoter Score Meeting B2B 97

BirdEye

DECEMBER 8, 2022

Microblogging social channels 13. Community blogging 15. Customer review sites Frequently asked questions about types of social media Grow your brand everywhere online with Birdeye. Using social media to grow your business’s presence online is a great start, but keeping up with new platforms can be challenging.

Social Media 98

Social Media Brands Video Entertainment 98

CustomerSuccessBox

JUNE 7, 2021

You need to know what your customers want and need. The success of your business is directly proportional to the success of your customer. Customer Success is all about: ensuring your customers attain their desired outcome while using your product. Alternatives to Customer Success platform. Why does it fail?

Customer Success 52

Customer Success Effort Score Exceptional Customer Service B2B 52

ProProfs Chat

JANUARY 30, 2020

“Your most unhappy customers are your greatest source of learning.” — Bill Gates. Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customer to post their bitter experiences online. Customer expectations.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

ShepHyken

NOVEMBER 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 3 Ways To ‘Innovate’ The Customer Experience by Sanjay Monga. This is what will help customers choose you over your competition.

Ecommerce 84

Ecommerce Customer Service Call Center e-support 84

Gainsight

SEPTEMBER 22, 2023

Digital customer education has traditionally been tied to the post-sale stages of the customer journey—think onboarding and ongoing product adoption. Here’s how to win more business with digital customer education —and how it can help you stand out from the crowd in the increasingly complex business world. Very little.

Competitive Advantage 52

Competitive Advantage Leadership NPS Sales 52

NetBase

AUGUST 2, 2019

Tracking issues that businesses care about is always the top priority, but what if a business is unsure of what those issues are? Social listening is the process of monitoring the web for what is being said about a company, product, or brand across all social channels. Social Listening in a Nut Shell.

B2B 82

B2B Course Innovation B2C 82

SurveySensum

DECEMBER 22, 2023

Recently, I contacted the customer support of an electronics brand to address an AC installation issue. Despite having to go through two channels and repeating my problem, I was assured that it would be resolved in 4-5 days. Despite my dissatisfaction, I gave the rating to avoid negatively affecting someone’s livelihood.

NPS 52

NPS Customer Centricity Survey Feedback 52

ShepHyken

NOVEMBER 4, 2016

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. The millennial consumer must be understood in order to deliver an Amazing customer service experience. nurture bonds with customers.

Social Media 48

Social Media Mobile Customer Service Innovation Analytics 48

ProProfs Chat

JANUARY 24, 2020

If I were to ask you what’s the most trusted source for knowing whether a product or service is worth taking? What if I were to tell you that the aspect that genuinely tops the list is what your friends and family think? That’s the power of customer advocacy. Get closer than ever to your customers. Research? .

Marketing 103

Marketing Social Media Policies ROI 103

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? What do Kayako’s founders recommend?

Customer Experience 120

Customer Experience Effort Score Chief Customer Officer Customer Centricity 120