Alida

MAY 10, 2016

Note: The following guest blog post from CX expert Jeanne Bliss first appeared as a preface in The Enterprise Guide to Customer Experience , an ebook authored by Tyler Douglas, chief sales and marketing officer at Vision Critical. Customer Experience is not a new idea.

Chief Customer Officer 100

Chief Customer Officer Strategy Company Customer Experience 100

ClientSuccess

FEBRUARY 14, 2023

Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. Customers want to feel heard, understood, and supported – and empathy helps customer service teams meet those needs. What is empathy?

Customer Success 80

Customer Success Customer Journeys eBook Exercises 80

inQuba

AUGUST 19, 2021

So you’re considering investing in a customer journey management solution. You’ve probably realized that your customers’ behaviour is dynamic and increasingly unpredictable, and your normal approaches aren’t cutting it. We trust that this guide will help you separate what’s important from what’s not. JOURNEY DISCOVERY.

Customer Journeys 52

Customer Journeys Omni-Channel Management Insurance 52

ClientSuccess

OCTOBER 12, 2020

If there is one thing that customer success managers have learned throughout the ups and downs of 2020, it’s that there is no such thing as being too prepared. The best way to stay on top of changing customer sentiments and shifting account goals is to put proactive strategies in place to better handle these kinds of situations.

Customer Success 59

Customer Success Customer Journeys eBook Leadership 59

Interactions

FEBRUARY 28, 2020

In between hijinks, the shop assistants connected with their customers for a specific purpose: to lead them toward an informed and personalized purchase, while providing excellent CX along the way. This kind of service is something that is often missing in the customer journey today.

Social Media 86

Social Media Fashion eBook Conference 86

Comm100

DECEMBER 12, 2017

Companies can no longer rely on having satisfied customers to ensure that they stay in business. Customers expect exemplary service, and offering anything less will turn them away. Satisfied customers do not complain – which is all very well, but it means you won’t get crucial feedback. Download Now. Outside-In Thinking.

Training 105

Training Customer Experience Customer Journeys How To 105

ChurnZero

JANUARY 10, 2022

SaaS customer onboarding makes or breaks your customer retention. It has a long-lasting impact on your customer and deep ties to their likelihood to churn. For this reason, unlocking the optimal SaaS customer onboarding experience is invaluable. Work Cross-Functionally During SaaS Customer Onboarding.

Metrics 98

Metrics Customer Success Training eBook 98

ChurnZero

AUGUST 28, 2020

SaaS onboarding makes or breaks your customer retention. Onboarding has a long-lasting impact with deep ties to a customer’s likelihood to churn. Exactly how do you get customers to embrace your product instead of merely moving (erm, politely pushing) them through the motions and hoping for adoption? That’s a mistake.).

Customer Journeys 59

Customer Journeys eBook Customer Success Metrics 59

ProProfs Chat

DECEMBER 27, 2020

Honestly, it can get annoying when you come across pushy sales representatives during your buyer’s journey who treat you like a sales target that needs to be acquired at any cost. Understand that not all your buyers journey end up converting into customers. This is the buyer’s journey. What is the Buyer’s Journey?

Customer Journeys 98

Customer Journeys How To Comparison Infographics 98

ChurnZero

APRIL 8, 2020

How Online Communities Create Customer Advocacy and Retention. This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? Make a great first impression from the start.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

ClientSuccess

DECEMBER 20, 2018

There’s nothing quite like the promise of a new year to get your customer success team invigorated and rejuvenated. The beginning of a new quarter and a new year is the perfect time to nail down parts of your customer success strategy that might have been difficult or confusing in the past. Customer Retention Rate/Customer Churn Rate.

Customer Success 49

Customer Success Strategy Customer Journeys eBook 49

Centercode

FEBRUARY 27, 2020

Maintaining tester engagement is one of the most persistent challenges facing today’s Customer Validation (CV) professionals. If you’re missing key product feedback, look at how you’ve mapped out your topics. Exploring Your Testers’ Ideal Engagement Journey.

Communication 64

Communication Engagement Customer Journeys eBook 64

BirdEye

AUGUST 21, 2020

As an operations leader, it’s essential that your business offers world-class customer experiences. But the very nature of customer experience is changing rapidly. Today, customers increasingly engage with businesses through digital channels. What is ‘digital customer experience’? It’s table stakes. . It’s table stakes.

Customer Experience 90

Customer Experience Customer Journeys Net Promoter Score Chatbots 90

Ecrion

MAY 12, 2020

In fact, 63% of them expect personalization when it comes to the customer journey. What is personalization and how can you use it to enhance the customer experience for your clients? Read on to find out so you can improve the way you serve your prospects and customers. What Is Personalization? Personalize Your Website.

Customer Experience 75

Customer Experience Customer Journeys Airlines eBook 75

Ecrion

MAY 12, 2020

In fact, 63% of them expect personalization when it comes to the customer journey. What is personalization and how can you use it to enhance the customer experience for your clients? Read on to find out so you can improve the way you serve your prospects and customers. What Is Personalization? Personalize Your Website.

Customer Experience 71

Customer Experience Customer Journeys Airlines eBook 71

BirdEye

NOVEMBER 30, 2023

You can lean on understanding the law and legal precedents to guide you in the courtroom. In this article, we’re sharing a step-by-step guide to successfully marketing your firm. In this article, we’re sharing a step-by-step guide to successfully marketing your firm. See what Birdeye can do for your firm.

Marketing 111

Marketing Social Media How To Advertising 111

Kustomer

JUNE 6, 2023

Although cash may be the reason you’re in business, customers are the more important commodity when it comes to keeping that business afloat. When it comes to protecting, investing and being responsible for customers’ money, they need to trust in the financial services company. Is your company meeting customer expectations?

Financial 98

Financial Company Customer Service Tips 98

Wootric CX Blog

MAY 12, 2020

Your colleagues in the SaaS world tell you that it’s the best way to take your customers’ pulse. It’s true that Net Promoter Score is a great way to engage with your customers and solicit tons of feedback. As a SaaS company with SaaS customers like Zoom, DocuSign and Hubspot, we have a unique perspective on NPS in cloud software.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Feedback 98

Interactions

OCTOBER 31, 2019

Today, customers are at the center of every decision a company makes. Therefore, companies must be in sync with their customers’ wants and needs. So, how can you find out what your customers are thinking and what they want? A VoC program captures customer feedback on a particular product or service.

Customer Journeys 48

Customer Journeys How To eBook Social Media 48

Think Customers

DECEMBER 13, 2021

Are we keeping our CX vows to customers and employees? Your brand is your promise to your customers, it’s a pledge to deliver exceptional customer experience. Here’s a refresher of 6 transformation roadmap steps to help deliver exceptional customer experiences and set your brand apart in the marketplace.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

Clarabridge

JUNE 6, 2017

Marketing departments in dimly lit offices everywhere are either beginning to see the value in mapping the customer journey or have a beautifully designed one collecting dust on a shared drive. Some call it a Customer Journey Map, User Experience Journey, or Customer Decision Journey.

Customer Journeys 40

Customer Journeys Telecommunications eBook User Experience 40

ChurnZero

OCTOBER 26, 2021

How much you engage with your customers — and how much your customers engage with you — plays a vital role in the success of your business. It needs to be clear who on your team is the point of contact for your customer, how you’ll create the map of your customer’s journey, and how new product launches will be communicated to them.

Customer Success 96

Customer Success Groups eBook Customers 96

Clarabridge

JANUARY 11, 2017

Customer Journey Map Template. Building a customer journey map is one of the first steps toward effective customer experience management, but it’s hard to know where to start. You need a simple way to visualize each touchpoint and the customer sentiment associated with each one.

Customer Journeys 40

Customer Journeys CEM eBook Social Media 40

ClientSuccess

JUNE 2, 2017

In this recorded webinar, Dave Blake, CEO/Founder of ClientSuccess discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. The webinar is called “The Customer Success Maturity Model” You can request the recorded version here.

Customer Success 40

Customer Success Customer Journeys eBook Culture 40

Clarabridge

OCTOBER 25, 2017

Journey analytics allows you to take advantage of quantitative and qualitative insights gathered from across the business and infuse them into a journey-based view for more credible, data-driven decision-making. To map them, it leverages millions of data points across customers, channels, and touchpoints ” – McKinsey.

Analytics 40

Analytics eBook Customer Journeys Touchpoint 40

Ecrion

FEBRUARY 24, 2021

For your business to be successful, you need to be able to get your company’s message out there for current and potential customers to see. How can your company make customers’ lives easier? Let’s take a look at what makes up a strategic communications plan and how customer communications management (CCM) can help the process.

Communication 52

Communication Customer Journeys Roadmap Omni-Channel 52

Centercode

MARCH 4, 2020

Low tester participation is a source of frustration for many Customer Validation professionals. Bringing the right testers into your project increases both the amount and quality of the feedback you pull in during Customer Validation. Consult the Tester Engagement Pocket Map. Where did it go wrong?

Engagement 72

Engagement Feedback Customer Journeys eBook 72

ChurnZero

APRIL 10, 2020

How to Nail Implementation and Customer Success Handoffs. As a deadline-driven team, Implementation fiercely adheres to project start and completion dates (for their sake and the customer’s). But issues arise when project handoffs occur at a less-than-ideal time for the next in the line of customer succession. Godspeed.”.

Customer Success 61

Customer Success Customer Journeys How To Loyalty Programs 61

ClientSuccess

JANUARY 24, 2019

When it comes to dealing directly with customers, is there anything more anxiety-inducing for customer success teams than the dreaded handoff? Typically, customer handoffs are such a complex part of the customer journey because they set the tone for how a relationship is actually going to work.

Customer Success 46

Customer Success Customer Journeys Touchpoint Culture 46

Clarabridge

OCTOBER 22, 2015

Customer journey mapping is more than just a trend. Businesses are becoming increasingly aware that an “outside-in” approach to understanding customer needs, wants, and feelings is critical for improving the overall experience. What is a customer journey map? Why map the customer journey?

Customer Journeys 40

Customer Journeys eBook Customer Centricity Retail 40

ChurnZero

DECEMBER 19, 2018

Churn Monster #7: Stuck Customer. We are going to talk about a customer churn risk that all of us in the Customer Success space have experienced – a stuck customer. The question is, how do you go about handling this customer churn risk? What do you do?

eBook 49

eBook Training Analysis Customers 49

ClientSuccess

MARCH 27, 2018

Many times the process of defining the pre and post sales stages is part of building out a customer journey map or strategy. One of the key takeaways from Jeppsen’s approach is to define what you want the customer to experience along the journey before you define the stage names. Post Sales (Customer Success).

Customer Journeys 40

Customer Journeys Customer Experience How To ROI 40

Clarabridge

NOVEMBER 25, 2015

During the holidays, or anytime, it’s important to plan your journey. This includes the journeys that your customers go on with your brand. Customer journey mapping is a very important part of customer experience management , but few people understand how to do it well.

Customer Journeys 40

Customer Journeys Customer Experience Travel eBook 40

ClientSuccess

NOVEMBER 15, 2017

Mapping out the customer journey isn’t just for small start-ups or unicorn companies. It can be tempting to write off this extra step if your company is part of a larger, more mature marketplace as the customer experience is likely well documented and established. What Is Customer Lifecycle Management?

Customer Journeys 40

Customer Journeys Management Metrics Customer Success 40

ChurnZero

FEBRUARY 11, 2022

6 Ways to Capitalize on the C-Suite’s Attention on Customer Success. As a customer success leader, you’re likely familiar with the struggles of gaining executive buy-in and advocating for the criticality of customer success to the larger organization. Tell a story using direct customer input. Make a recommendation.

Customer Success 98

Customer Success Chief Customer Officer Conference Customers 98

Pointillist

JULY 25, 2018

Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. Steps to Implement Customer Journey Analytics.

Customer Journeys 93

Customer Journeys Analytics How To Metrics 93

ChurnZero

OCTOBER 26, 2021

How much you engage with your customers — and how much your customers engage with you — plays a vital role in the success of your business. It needs to be clear who on your team is the point of contact for your customer, how you’ll create the map of your customer’s journey, and how new product launches will be communicated to them.

Customer Success 52

Customer Success Groups eBook Customers 52