ShepHyken

AUGUST 30, 2019

This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle. While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value.

Loyalty Programs 103

Loyalty Programs Loyalty Lifetime Customer Poor Customer Service 103

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). In this blog post, we’ll answer all these questions and more.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

SurveySensum

JULY 28, 2023

Regardless of where you belong – B2B or B2C your customers want much more than a single easy transaction. Yes, they want Personalized experiences that make them come for more. We’ve got you covered with the 7 best trends that will revolutionize your customer experience and propel your business to new heights.

B2B 52

B2B Trends Self Service Customer Experience 52

GetFeedback

APRIL 30, 2018

B2B transactions are complex, expensive, and require long-term investments. Why Every B2B Brand Needs Online Reviews. Before B2B buyers invest in your products or services, they need to know that you’re someone to trust. Generating B2B Reviews: Unique Challenges. Let’s talk about how!

B2B 170

B2B Brands B2C CRM 170

Comm100

MARCH 25, 2024

Whether you’re planning a customer support chatbot for your website or building an engaging marketing bot for Messenger, being aware of the do’s and don’ts of bot planning and development will help ensure that your chatbot is effective, and that it meets customers’ expectations every time.

Chatbots 240

Chatbots Customer Journeys User Experience System 240

SurveySensum

JULY 25, 2023

You’re eager to identify areas for improvement and boost customer satisfaction. So you decide to conduct a B2B survey. However, when you send out the survey to your customer base, you’re met with a dishearteningly low response rate. The same holds for B2B surveys. So, let’s jump right in.

B2B 52

B2B Survey Customer Satisfaction Feedback 52

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

e-support 64

e-support eBook Chief Customer Officer B2B 64

BirdEye

NOVEMBER 9, 2023

It’s like using a treasure map that guides you straight to the heart of your customer’s thoughts and experiences. These platforms handle feedback, connect with customers, enhance services, and guide your company to success. Insurance review sites collect customer feedback to shape your business’s narrative.

Insurance 111

Insurance Financial Feedback Consumers 111

GetFeedback

APRIL 8, 2019

And let’s be honest, that doesn’t improve the customer experience. In fact, 60-70% of B2B marketers admit they don’t understand their buyers, which is exactly what buyer personas are designed to do. Only then can you give users the experiences they crave. Buyer personas are often created on instinct instead of data.

Customer Journeys 207

Customer Journeys Analytics B2B Social Media 207

Daniel Group

FEBRUARY 1, 2023

Simple Steps to Start or Reinvigorate your B2B CX Program! Whether you need to start or reinvigorate your B2B CX program, there are simple steps to take your business to the next level. In this blog, I want to focus on two groups of readers. ” Why? There are several reasons why.

B2B 59

B2B Effort Score Innovation Groups 59

SurveySparrow

MARCH 21, 2023

The relationship between customers and businesses is greatly influenced by the kind of experience you offer them. This is especially true of the B2B customer experience. B2B customers don’t just want you to meet their expectations; they want you to exceed them – every single time. You don’t want that.

B2B 52

B2B Customer Journeys Customer Experience B2C 52

SurveySensum

SEPTEMBER 7, 2023

A CSAT Survey on delivery experience – ‘On a scale of 1 to 5, how satisfied are you with your overall experience with our delivery service?’ Also, sending the right type of NPS survey at the right time matters a lot. So, we recommend sending a rNPS survey every quarter to see the highest impact on customer retention.

NPS 52

NPS Survey Net Promoter Score Automotive 52

Totango

MAY 17, 2022

Wondering what is the best CRM for B2B sales? We’ll walk you through what customer relationship management B2B software is, what its benefits are, and a list of the top CRM companies, including the outstanding features and best uses for each. Use this guide to help you find the best B2B CRM for your business.

B2B 79

B2B Sales CRM Software 79

BirdEye

NOVEMBER 7, 2023

Using this ‘language’ in your communication can change how you connect with customers in today’s fast-moving world. In this blog post, we’ve delved into text abbreviations and their usage. We’ve offered a list of common acronyms for texting and explained how to use them to improve customer experience.

How To 116

How To Social Media Communication ROI 116

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

GetFeedback

MAY 13, 2019

The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

GetFeedback

SEPTEMBER 24, 2019

A Voice of the Customer (VoC) program is an essential tool to collect valuable customer feedback and take proper action to improve customer experience (CX). A successful program leads to higher return rates, fewer churns, and more loyal customers. . Consider the following examples. .

How To 150

How To ROI Policies Analysis 150

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 101

Software Comparison Customer Satisfaction System 101

Integrity Solutions

JULY 20, 2021

In many ways, building sales confidence is about expanding belief boundaries, addressing some underlying perceptions and providing the type of sales training and coaching that maximizes strengths, encourages risk taking and helps your customers think differently. Confident salespeople also gain a lot of credibility with their customers.

Sales 126

Sales B2B Self Service Training 126

Beyond Philosophy

APRIL 28, 2022

Peter Harvey is in a Business-to-Business (B2B) organization. However, their customers keep complaining. However, having one is essential for your experience. So, my first advice to Peter is to ensure that the organization provides enough value to its customers to justify the higher price.

B2B 88

B2B Communication Strategy Retail 88

Comm100

APRIL 22, 2023

In this blog, we’ll dig into the state of higher ed admissions today and explore strategies for increasing student enrollment, concentrating on what today’s students want and expect from schools. This comes as student enrollment plummets. For a full breakdown of the report’s findings, download the report below. Read more 1.

Strategy 130

Strategy Chatbots Omni-Channel Social Media 130

CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Customer Onboarding. Customer Onboarding- How to prevent drop offs.

Resources 52

Resources Customer Retention B2B Customer Success 52

ShepHyken

MAY 18, 2018

This week we feature an article by Gary Anderson who explains why the customer experience creates customer loyalty and generates repeat business. – Shep Hyken. The customer experience you provide will set you apart from the competition. Attracting new customers can be expensive.

Loyalty Programs 79

Loyalty Programs Advertising Loyalty Brands 79

ProProfs Chat

DECEMBER 27, 2020

Understand that not all your buyers journey end up converting into customers. It’s wrong to assume that every prospective buyer is going to convert into a customer immediately. While some customers purchase instantly, a majority of them take their own sweet time during their own customer purchase journey.

Customer Journeys 98

Customer Journeys How To Comparison Infographics 98

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? Showcasing and reviewing CS software.

Customer Success 115

Customer Success Guidelines Social Media Tips 115

Team Support

APRIL 27, 2021

Likewise, the B2B sector has also been affected by the spread of AI and its common usage by business owners and marketers alike. To better understand how exactly this tech influences your business, it’s worth looking at these five ways AI is changing B2B marketing. First and foremost, AI lets you personalize your B2B marketing.

B2B 64

B2B Marketing Chatbots Social Media 64

Beyond Philosophy

MARCH 26, 2021

Customer emotions are essential in Customer Experience. Being deliberate about which emotions your experience evokes is critical, too. Today, we will take a deeper dive into making your customers feel “Cared for” with the 5 Rules for Making Customers Feeling Cared For and Valued.

Customer Journeys 120

Customer Journeys Net Promoter Score B2B Training 120

BirdEye

AUGUST 21, 2023

Know how to get discovered faster by optimizing content for social media SEO with this blog post. Why is social media SEO important for businesses? Keywords, hashtags, post captions, video content, and blogs play a vital role in this. Why is social media SEO important for businesses? Watch the Free Demo Now.

Social Media 98

Social Media How To Multi-Channel Tips 98

Vonage

AUGUST 2, 2016

It’s hazardous to think of customers in the plural, as if they’re really a homogenous group that exists in the aggregate and can be thought of and served as a whole. The better way to think of customers is as follows: There’s just one customer, the one you’re facing right now. Stop thinking of a customer called “IBM.”

Infographics 120

Infographics B2B Customers Groups 120

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. Key Takeaways Customer feedback questionnaires are a valuable resource for understanding customer expectations and experiences, shaping products/services, and fostering brand loyalty, all of which fuel business growth.

Feedback 113

Feedback Net Promoter Score Effort Score Customer Satisfaction 113

GetFeedback

NOVEMBER 18, 2019

Those words could not be truer when it comes to customer experience (CX) and to your business. . Listening (to customers) is one of the most powerful tools in your toolbox. Let me help you take what you hear and what you learn from customers and do something with it. Why are we asking this? How will we act on it?

Feedback 199

Feedback How To Analysis Survey 199

Totango

AUGUST 5, 2022

Asking the right questions is key to effectively using this powerful customer success tool. In general, for B2B clients in the SaaS industry, a client onboarding questionnaire may probe into areas such as: Preferred contact personnel and information. Why Create a Client Onboarding Questionnaire?

How To 83

How To Customer Journeys B2B Sales 83

CX Journey

JUNE 20, 2017

It was published on their blog on September 28, 2016. In this first part of a two-part series, I'll outline some important ways to ensure that your company is putting the customer at the center of all it does. Why are companies in business? For customers, right? To create and to nurture a customer, to be specific.

Customer Journeys 164

Customer Journeys Exercises Customer relationships Touchpoint 164

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 64

Software Marketing Multi-Channel e-support 64

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? To remember why we do our jobs in the first place: the customer.

Customer Experience 120

Customer Experience Effort Score Chief Customer Officer Customer Centricity 120

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130