InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

InMoment XI

SEPTEMBER 21, 2023

Online reputation management is the process of actively monitoring and influencing the way your business is perceived by your customers and the general public. This team should ideally consist of individuals with expertise in social media management, customer service, and public relations. Sounds like a lot, right?

Management 490

Management Social Media Feedback Voice of Customer 490

Kayako

MARCH 21, 2022

No matter how much information companies provide before the sale, most customers will still need help. The customer is king” is an old saying, yet it has never been more relevant than it is now. Unhappy customers can swipe left or click a button, and poof ! Now for the good news! They take their business elsewhere.

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. Customers expect (and deserve!) If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. But with this new height of significance, is customer success really something you can outsource?

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

Kayako

JULY 22, 2022

The concept of customer perception seems obvious, it is basically the customer’s opinion of a company at any given point during their customer journey. What is not so simple is tracking and measuring all the different variables that influence customer perception. Customer perception is directly tied to the bottom line.

Net Promoter Score 280

Net Promoter Score Measurement Effort Score NPS 280

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“We are dedicated to becoming a customer-centric company.” HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? 5 Steps to Take To Be More Customer-Centric 1. WHY is this idea of “customer-centricity” so challenging? Here’s your training guide.

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271

Steve DiGioia

MAY 1, 2023

It’s the age-old mantra: “ Provide great service and customers will come.” In this article, we’ll explore why relying solely on great service is actually a trap that could lead to the downfall of your business. This means that providing great service is no longer a unique selling point.

Loyalty Programs 162

Loyalty Programs Social Media Loyalty Innovation 162

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? They unanimously agreed that 2024 is the year of the ICP (Ideal Customer Profile). The cohesion between these teams can significantly drive customer value and results, which impacts retention, expansion, and, ultimately, predictable growth.

Sales 106

Sales Customer Success Strategy Industry 106

ShepHyken

MARCH 11, 2024

How can businesses think outside the box to create fan-like loyalty among their customer base? What lessons can companies learn from the legendary rock band, Van Halen, in creating loyal customer followings? What can traditional businesses learn from innovative customer-centric strategies employed by the entertainment industry?

Customer Experience 147

Customer Experience Entertainment Loyalty Customer Centricity 147

Daniel Group

APRIL 18, 2024

Intuitively, we recognize the pivotal role of communication in delivering a memorable customer experience. Our survey database has well over one million completed B2B customer surveys from customers in material handling, construction equipment, bus and truck, and various other industrial markets.

Communication 98

Communication Strategy NPS Net Promoter Score 98

CSM Magazine

FEBRUARY 6, 2024

AI-powered chatbots have made significant progress in customer service over the years. Although digital customer service solutions can be quick and efficient, they often offer generic and automated responses that are not personalised to individual customers.

Customer Service Representative 98

Customer Service Representative Industry Customer Service Chatbots 98

Retently

NOVEMBER 27, 2023

But before diving into the benefits of outsourcing services, it is essential to understand what exactly outsourcing means. Outsourcing can range from a large contract, in which a big company manages IT services for another big company, to the practice of hiring a copywriter to write a piece of content.

NPS 147

NPS Net Promoter Score Multi-Channel Customer Success 147

Bill Quiseng

DECEMBER 6, 2023

As a leader, don’t be just good to your employees. Don’t just be good. FIND KEEP Your business success is not dependent on how many candidates you find. Ultimately, your employees will exceed customer expectations. LOYALTY Customer loyalty to your company starts with company loyalty to your people.

Employee Engagement 158

Employee Engagement Leadership Engagement Policies 158

Bill Quiseng

FEBRUARY 14, 2024

From me to you, from one customer service advocate to another, Happy Valentine’s Day. So, I wish you GREAT happiness, kindness, enthusiasm, and success. When we express our appreciation to each other and our fellow business professionals and customers, let’s not be just good. Be GREAT out there!

Customer Service 78

Customer Service Engagement Customers Customer Satisfaction 78

Totango

OCTOBER 25, 2023

Brent Cogswell, Head of Customer Success at Schneider Electric, shares the organization’s principles and milestones for building a customer success strategy that unites the company and their customers around a shared mission. “It

Customer Experience 106

Customer Experience Customer Journeys Case Study Customer Success 106

Interactions

APRIL 16, 2024

How Can the Bar be Raised to Surpass Customer Expectations? A dedication to understanding your customers ensures that every interaction is personalized and purposeful, alleviating the pain of lengthy wait times and ensuring each conversation is met with effective, personalized assistance.

Customer Care 62

Customer Care Self Service Omni-Channel Metrics 62

Zeisler Consulting

NOVEMBER 8, 2023

Here, define CS as Customer Support, Customer Service, Customer Success, or Customer Care (that last one is actually CC, but you get the drift). But what if, understanding that, someone is in CS (and here, CS means all those things…contact center, Customer Care, etc.) But CX is not CS.

How To 93

How To Contact Center Customer Care Customer Success 93

Team Support

OCTOBER 27, 2022

Providing honest, good customer service is a low-bar to clear – or so it seems. A good customer service platform really just has to do one thing, put the customer first. Ultimately, the more effort and focus a business puts into providing quality customer service, the more the business benefits.

Customer Service 98

Customer Service Customer Retention Customer Centricity Customers 98

CSM Magazine

APRIL 24, 2024

Regardless of the product or service a company provides, its emotional connection with customers is truly important, since it gives the impression that your business has a face and nature, and it cares for people, being determined to create value for them.

Customer Service 52

Customer Service Chatbots How To Customer Relationship Management 52

CSM Magazine

MARCH 26, 2024

Building strong rapport with customers is crucial for any business, as it promotes loyalty and satisfaction, and can be a differentiating factor in today’s competitive market. An example of a company known for having excellent rapport with its customers is Apple. Can you tell me more about how this has impacted you?”

Customer Service 116

Customer Service How To Exceptional Customer Service Examples 116

ShepHyken

MARCH 6, 2023

Top Takeaways: Human-centric CX design is all about communicating with customers, and this goes beyond a one-off survey. It is about regularly speaking with customers directly to deeply understand the customer. Customer-led growth is about inspiring loyalty, building trust, and raising the game around customer satisfaction.

Feedback 125

Feedback Company Knowledge Base Contact Center 125

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. On the other hand, the CCO focuses on what happens after the sale, overseeing onboarding, customer support, driving retention, and minimizing churn.

Chief Customer Officer 91

Chief Customer Officer Customer Centricity Metrics CRM 91

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Net Promoter Score 146

Net Promoter Score Consulting NPS Customer Success 146

Team Support

APRIL 23, 2024

In an industry where both innovation and solid relationships are vital, cutting-edge technology plays a significant role in business success. Customer support in manufacturing is not just a service, but a commitment to nurturing a long-term partnership. Providing good customer service fosters trust and loyalty among clients.

Technology 52

Technology Company Self Service Knowledge Base 52

Bill Quiseng

JANUARY 25, 2023

In retail customer service, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. Stephen Covey, the author of The 7 Habits of Highly Effective People, claims that success in any job is 20% knowledge and 80% interpersonal skills.

Customer Service 103

Customer Service Retail Banking Interaction 103

Zeisler Consulting

JANUARY 9, 2024

I don’t do Customer Support or Service. I’m not in “Customer Care” or whatnot. There’s always a bit of a word-shuffle differentiating that, well, yes, all those things are part of a Customer’s Experience, and yes, they do play a huge—and important—part within CX. That’s why they call it “recovery” anyway.

Contact Center 93

Contact Center System Customer Care Brands 93

ShepHyken

MARCH 4, 2024

What is the significance of receiving high customer satisfaction ratings for a business, and how can this impact long-term success? Top Takeaways Creating a good corporate culture includes “having your employees’ backs.” The right culture inside the organization has a direct impact on the customer experience.

Culture 80

Culture Company Wireless Customer Satisfaction 80

ShepHyken

DECEMBER 11, 2023

Top Takeaways: The key to transforming companies into customer-centric organizations lies in adopting a customer experience mindset. Leaders need to continuously communicate and appreciate the impact of customer-centric behaviors. Leaders need to continuously communicate and appreciate the impact of customer-centric behaviors.

Customer Centricity 82

Customer Centricity Culture Tips Loyalty Programs 82

Zonka Feedback

NOVEMBER 2, 2022

The effectiveness and value of your product or service in the marketplace are defined by the kind of experience you are giving to your customers. That’s why good Customer Service is key to a successful business.

Customer Service 98

Customer Service Survey Customers Customer Experience 98

ShepHyken

FEBRUARY 20, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: What role does employee experience play in customer experience? How can companies improve employee experiences for better customer experiences? How can companies design experiences to enhance customer retention and acquisition?

How To 76

How To Employee Experience Exceptional Customer Service Customer Retention 76

BirdEye

DECEMBER 5, 2023

Have you ever wondered why people hesitate to buy something if there are no customer reviews? Did you even know that reviews older than three months might not be relevant for many customers? In fact, a significant 92% of customers read at least two reviews before making a purchasing decision. Yes, that’s true.

Brands 110

Brands Management Social Media Analytics 110

Helpt

APRIL 23, 2024

Frontline support staff are the human connection that can turn a frustrated customer into a loyal brand advocate. This, unfortunately, is a reality for many customers today. Customers get stuck in endless loops, unable to articulate their problems to a real person who can actually help.

Social Media 98

Social Media Customer Satisfaction Exceptional Customer Service Loyalty 98

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Customer Success 103

Customer Success Effort Score Touchpoint Tools 103

BirdEye

NOVEMBER 22, 2023

In a field as trust-dependent as law, mastering review management is not just beneficial; it’s essential to your practice’s success. Friends and family are the most trusted resources for evaluating reputation, immediately followed by customer reviews. First, they’ll turn to friends and family for recommendations.

Management 111

Management Policies Feedback Tips 111

ShepHyken

AUGUST 25, 2021

I’m always frustrated when I call a customer support number that I’ve called before and have to retell my story. My friend and fellow customer service and experience expert Jason Bradshaw responded that the same thing happens with online chat. The customer wants success, not pain.” . There is no need for this. .

Average Handle Time 150

Average Handle Time Social Media Customer Service Training Customer Service 150