Totango

FEBRUARY 5, 2019

It’s about proactive customer success , not reactive customer service. ROI-focused SaaS strategies should be based on comprehensive data gathered from every customer engagement. That information is then turned into customer solutions that create an ongoing revenue source across the entire customer journey.

ROI 76

ROI Customer Success Strategy Effort Score 76

Totango

FEBRUARY 22, 2021

Amid the constant changes from the COVID-19 pandemic last year, our customers changed the game in their own industries, adapting to the unknown with resilience and innovation by transforming their customer interactions at unprecedented speed. Are you ready to start changing your customer success game?

Customer Success 62

Customer Success Hospitality Sports Leadership 62

Eptica

JANUARY 15, 2016

This has dramatically changed how insurers operate , and increased the focus on the customer experience as companies look to engage with consumers and retain their business. This move to a digital model has wide implications for the customer experience that insurers offer, in four main areas: 1.

Insurance 48

Insurance Customer Experience Policies CRM 48

Totango

MARCH 7, 2019

Your customer changed key personnel. If your customers say your service isn’t returning value, for instance, the real problem may lie in the way you educate and engage with your customer. The 5 Best Strategies to Win Back Lost Customers. Winning back a lapsed customer begins with researching what went wrong.

Strategy 76

Strategy Social Media Customer Success Customers 76

Answer Dash

NOVEMBER 21, 2018

Disruptive businesses like Netflix realised this early on and created intelligent algorithms which were able to predict and recommend what customers might want to watch next. In contrast, Blockbuster ignored customers’ changing viewing habits and the wider industry disruption taking place and was forced to file for bankruptcy in 2010.

User Experience 75

User Experience Social Media Interaction Customer Service Representative 75

Chattermill

MAY 12, 2019

in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. Delivering Happiness underscores the importance of strong company culture, that making employees and colleagues happy will lead to higher engagement and better customer satisfaction. The Everything Store by Brad Stone. Made in America by Sam Walton.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Eptica

OCTOBER 26, 2015

Are there any potential pain points on the customer journey? Is my strategy flexible enough to cope with change – for example, can I move agents from one channel to another to meet changing levels of demand? Questions they’ve considered will have included: How joined-up is my service across different channels?

Customer Service 48

Customer Service Self Service e-support Retail 48

Kitewheel

AUGUST 14, 2020

Customer satisfaction is an effective way to know if your customer experience is satisfactory since you get immediate feedback in the form of a metric. Knowing your customer experience score can be your first step in improving your experience altogether if you connect it with real process data from the customer journey.

Net Promoter Score 52

Net Promoter Score Customer Experience Effort Score Social Media 52

Avaya

MAY 23, 2017

Here are three statistics that will get you rethinking your CX strategy in relation to digital transformation: 52% of companies don’t share customer intelligence outside of the contact center. The key is being able to openly share customer data across all teams, processes and customer touchpoints. sales, marketing, HR, billing).

Contact Center 42

Contact Center Touchpoint Customer Centricity eBook 42