Magellan Solutions

APRIL 3, 2024

You have to invest time and resources into training those BPO chat agents on everything—your products, services, company culture, you name it. This is Magellan Solutions’ CEO, Fred Chua, leadership philosophy. As Fred Chua, our CEO, puts it, “We obsess over key metrics like first-call resolution rates and average handle times.

Self Service 96

Self Service Knowledge Base Exceptional Customer Service Training 96

Esteban Kolsky

MARCH 14, 2022

as i tried to frame the message and the positioning within the current market i began to notice in the research and thought leadership around me: we lacked a framework. but we need some guidelines, a process map, a framework guide… and thus, the project is born. it’s good, but it was missing something.

CRM 60

CRM Guidelines CEM Metrics 60

Esteban Kolsky

MARCH 14, 2022

as i tried to frame the message and the positioning within the current market i began to notice in the research and thought leadership around me: we lacked a framework. but we need some guidelines, a process map, a framework guide… and thus, the project is born. it’s good, but it was missing something.

CRM 60

CRM Guidelines CEM Metrics 60

ClientSuccess

APRIL 30, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success financial metrics. Customer Success Financial Metrics.

Financial 46

Financial Metrics Customer Success eBook 46

SurveySensum

APRIL 1, 2024

Trust is not easily gained but can be a distinguishing factor that sets a business apart, resonating deeply with consumers and potentially leading to market leadership. Moreover, a startup’s history, the vision behind its formation, and its cultural ethos contribute to the sharing of the brand’s story and values.

Brands 52

Brands Case Study Social Media Feedback 52

SurveySparrow

APRIL 13, 2021

Increases loyalty: Customer loyalty is a pretty important metric that businesses should concentrate on. Involve the leadership team: When the leadership team is involved, it becomes easy to get access to all the resources required. Service recovery strategies are highly efficient to heed to customer needs.

Strategy 97

Strategy Leadership Survey Feedback 97

Playvox

NOVEMBER 29, 2022

When you create the right policy, you’ll get call avoidance rates down — to the benefit of both your customer satisfaction metrics and your agents’ experiences. Related Webinar: Retaining Agents with a Mindful Culture: Methods to Improve the Contact Center Experience. Customer Rage And Pandemic Rage.

Contact Center 77

Contact Center Policies eBook Interaction 77

Andrew Mcfarland

SEPTEMBER 23, 2022

Using tools and processes that allow you to measure and define performance metrics will help you identify gaps and ensure that you’re not wasting resources. A leader must create a culture where everyone is held accountable for their actions and results. This way, you can decide if a particular project is worth investing in.

How To 48

How To Financial Guidelines Communication 48

RapportBoost

DECEMBER 26, 2018

Technology can be leveraged to help contact center leaders better understand chat conversations and make decisions based on both their brand guidelines and what drives successful chat outcomes like sales, renewals, upsells, and customer satisfaction. Match the metrics with the channel. Technology provides leverage. Makes sense, right?

Contact Center 40

Contact Center Chatbots Metrics Sales 40

CX Journey

FEBRUARY 17, 2015

So here’s a little refresher on what stakeholder interviews are and some guidelines to follow to conduct them. So, based on the definition above, I probably don’t need to explain why it’s important to talk to stakeholders as you begin to build out your VOC strategy, but I know that many companies skip this very important step in the process.

Customer Journeys 80

Customer Journeys Engagement Government Guidelines 80

ClientSuccess

MARCH 3, 2017

Customer health: You use metrics and/or guidelines as a standard for determining health. Develop Organizational Customer Health Guidelines. Similarly, I think it’s important to have some general guidelines for customer success managers as they determine customer health. Customer Health Guideline Example.

Guidelines 45

Guidelines eBook Exercises Customer Success 45

ClientSuccess

DECEMBER 20, 2018

Performance Metrics. Just as every customer success team has different types of compensation guidelines, so too do these teams rely on different metrics to track and guide department, team, and individual success. The top five SaaS customer financial metrics are: Revenue Retention Rate (Gross and Net).

Customer Success 49

Customer Success Strategy Customer Journeys eBook 49

Chattermill

MAY 12, 2019

Under his leadership, Zappos has grown gross merchandise sales from $1.6M Delivering Happiness underscores the importance of strong company culture, that making employees and colleagues happy will lead to higher engagement and better customer satisfaction. in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

SurveySparrow

SEPTEMBER 18, 2020

In each 30 day phase, you’ll require: A Specific focus, Top priority, SMART Goals, and Success Metrics. For each specific goal, you made for the 30 60 90 days plan you’ll need at least one metric to determine progress. For each 30 days goal set a success metric for yourself that’ll track your improvement. .

Examples 59

Examples How To Metrics Sales 59

CSM Practice

FEBRUARY 20, 2020

A survey of 100 customer success leaders, conducted by Gainsight in 2018, revealed that the maturity level correlated with the financial metrics of the company: Reactive; GRR is 80%, and NRR is 92%. After scaling customer success teams with data, the next step is to introduce the culture of success across the entire organization.

Customer Success 52

Customer Success Data Engagement Effort Score 52

Amity

APRIL 25, 2016

Bill's blog posts will help you establish the guidelines to capatalize on associate commitment whole delivering exemplary customer service. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. Joel is respected thought leader on SaaS business models and metrics.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

ShepHyken

SEPTEMBER 7, 2023

How to train new CX processes Refining your current CX processes and training your team is crucial for developing a more customer-centric team culture and building a well-oiled machine. Provide guidelines on interpreting data and taking proactive measures before minor issues become churn risks. Don’t get locked into unfavorable terms!

Customer Success 134

Customer Success How To Return on Investment Customer Centricity 134

AWS Machine Learning

APRIL 22, 2024

Consider the following guidelines: Implement real-time monitoring – Set up monitoring systems to track generative AI performance against sustainability benchmarks, focusing on efficiency and environmental impact. Establish a metrics pipeline to provide insights into the sustainability contributions of your generative AI initiatives.

Roadmap 108

Roadmap Competitive Advantage Innovation Self Service 108

Magellan Solutions

APRIL 4, 2024

As our CEO, Fred Chua, says, “Our people-centric culture and streamlined processes showcase our dedication. ” This insight highlights the importance of having the right technology and fostering a culture of excellence and continuous improvement.

Wait Times 52

Wait Times Guidelines Exceptional Customer Service Competitive Advantage 52

SmartKarrot

JANUARY 15, 2021

Start with these tips and guidelines from experienced CS and Product collaborators. Write down the shared outcomes to create a clear scope Develop shared metrics – if the outcomes are shared, so are expected results Detail your commitments to each other – make this explicit and identify any gaps.

Customer Success 19

Customer Success Case Study Hospitality Roadmap 19

BirdEye

DECEMBER 12, 2022

Post about company culture 6. Post about company culture. A company’s culture is one of the most important aspects of any organization, and it’s something that can be celebrated with a social media post. A great way to do this is to post about what makes your company culture unique. Table of contents 1.

Social Media 98

Social Media Strategy Marketing Case Study 98

Stella Connect

JANUARY 4, 2022

With Stella Connect 1:1s, team leads have the ability to bring real-time, agent-level metrics directly into their 1:1 conversations. If you seize the opportunities group training affords, you’ll go a long way toward building a more cohesive, customer-centric call center culture—something that will shine through in every customer interaction.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

ChurnZero

APRIL 23, 2021

Example Use Case: Your leadership team wants a regular pulse on account health, including pivotal phases such as onboarding and implementation journeys, first-year adoption journeys, and mature customer adoption journeys. Know your Journey metrics inside and out. Engagement Plays (Get it? Now…who’s paying for dinner?

Customer Success 98

Customer Success Software Leadership Engagement 98

Help Scout

SEPTEMBER 28, 2021

Help Scout has been a fully remote company for over 10 years now — with 129 people across 80 cities around the world — so our hiring process has to be aligned with our remote culture. Additionally, we use this chat as an opportunity to go a little deeper on values alignment and to see if they’re excited about contributing to our culture.

Effort Score 125

Effort Score Multi-Channel Feedback e-support 125

ClientSuccess

APRIL 4, 2017

Mitch started his presentation by outlining three guidelines Instructure observes to help drive continued success. Know Your Metrics. You have to know your metrics and how to talk about them, both to your Executive staff and the people who work for you.”. Three Principles to Drive Hypergrowth to IPO in Customer Success.

Customer Success 40

Customer Success Metrics Culture NPS 40

ClearAction

APRIL 18, 2015

Helping executives establish a customer-focused big picture in strategy and culture. HR can be a catalyst to knowledge sharing, but it requires a cross-organizational culture and alignment to succeed. Propagate thought leadership: blog/wikis/social media are a great way to tap into peers’ expertise. —@tcrawford.

Resources 48

Resources Customer Experience Employee Engagement Social Media 48

BirdEye

JANUARY 13, 2023

Interviews with an expert in your industry are highly informative for your followers and give your company some thought leadership clout at the same time. Utilize pop culture references. Use these top tips as guidelines whenever you’re posting content on your company’s social channels. Interview an industry expert.

Social Media 52

Social Media Engagement Company Video 52

BirdEye

DECEMBER 25, 2023

Background image: Add a custom background image that reflects your company culture or values. Track & analyse Monitor your page analytics: Utilize LinkedIn’s built-in analytics to track your page’s performance, including follower growth, engagement metrics, and website traffic. AI-powered sentiment analysis.

Social Media 57

Social Media How To Infographics Tips 57

Qualtrics

JANUARY 23, 2020

A thriving CSR program is one that’s closely tied to the culture of a company, as well as being in the letter of its policies and guidelines. Without being embedded in the values and culture of your organization, your CSR program is at risk of coming across as insincere or disconnected from your wider identity.

How To 26

How To Policies Employee Engagement Study 26