Experience Investigators by 360Connext

MARCH 5, 2024

Let’s examine how CX influences EX and vice versa, and share proven ways to align your efforts (and drive lasting success!) Let’s examine how CX influences EX and vice versa, and share proven ways to align your efforts (and drive lasting success!) in both areas. But they don’t always realize it. They deserve resources.

Employee Experience 260

Employee Experience Customer Journeys Customer Experience Net Promoter Score 260

ECXO

APRIL 18, 2024

Now, Jose was not your everyday, ordinary lion, oh no, he was much more than that. He was a Customer Success Manager at a well-known company, “TechEase” A traditional company in the city that has been there for decades, working in the same way they have always worked.

Customer Experience 101

Customer Experience Customer Centricity Chief Customer Officer Culture 101

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? This signifies that fostering an exceptional partnership between CS and sales teams — vital for long-term revenue growth, begins with understanding which customers can derive the highest value from your products and services over time.

Sales 106

Sales Customer Success Strategy Industry 106

Retently

NOVEMBER 27, 2023

Outsourcing has become increasingly popular these days, as more companies worldwide are exploring different destinations for outsourcing their business activities, and it’s no wonder why. Business owners now realize that there are many reasons that companies, both big and small, outsource various jobs, and Customer Success is no different.

NPS 147

NPS Net Promoter Score Multi-Channel Customer Success 147

Beyond Philosophy

APRIL 18, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out.

Advertising 78

Advertising Conference Technology Brands 78

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? However, we also found that most CS and sales leaders believe their business requires a more transparent and coordinated pre- and post-sales strategy to accomplish this goal.

Sales 89

Sales Customer Success Customers Communication 89

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Teaming leaders from each of these functions to focus on a respective industry, these “pods” work together to build deep knowledge and vertical expertise.

Sales 89

Sales NPS Customer Journeys Customer Success 89

Beyond Philosophy

APRIL 11, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. But how should you do it, and why is it important? As Boehme says, a job to be done is the customer’s expected outcome of buying or using a product or service.

How To 78

How To Exercises Video Customers 78

Integrity Solutions

APRIL 8, 2024

The Impact of Mindset on Sales Success Regardless of how many sales techniques someone has mastered or how knowledgeable they are about your solutions, if their mindset is working against them, they will hit a brick wall. Lately, though, it’s as if those pressures have been magnified times ten.

Sales 73

Sales Training Financial Travel 73

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

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

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. When you think about the opportunity for partnership between marketing and CS, it’s how you can retain that customer and increase their lifetime value.

Chief Customer Officer 91

Chief Customer Officer Customer Centricity Metrics CRM 91

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Customer Success 99

Customer Success Tips Self Service Customer Journeys 99

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? How’s that for a few spicy thought starters? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! We hope so!

Customer Journeys 97

Customer Journeys Customer Success Exercises Touchpoint 97

Integrity Solutions

APRIL 8, 2024

The Impact of Mindset on Sales Success Regardless of how many sales techniques someone has mastered or how knowledgeable they are about your solutions, if their mindset is working against them, they will hit a brick wall. Lately, though, it’s as if those pressures have been magnified times ten.

Sales 64

Sales Training Financial Travel 64

Retently

OCTOBER 16, 2023

That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology. In fact, with web users more flooded with email-based distractions than ever , the simplicity of NPS could make it even more valuable than before.

Net Promoter Score 147

Net Promoter Score Metrics NPS Customer Satisfaction 147

ShepHyken

SEPTEMBER 29, 2023

He writes about how employee engagement and customer experience can enhance business performance. Achieving success in business goes beyond offering quality products and services. Engaged employees are not only productive, but they also exhibit enthusiasm and a genuine desire to create positive interactions with customers.

Employee Engagement 136

Employee Engagement Engagement Strategy Effort Score 136

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. It offers powerful real-time charts and visualizations of how users interact with digital products. What is Pendo?

Data 91

Data Analytics Customer Retention Software 91

SurveySparrow

MARCH 19, 2024

There are still some brands that haven’t gotten on board with video marketing – despite knowing its value – and the ones who have been are looking to build a more robust commercial video strategy. Videos are naturally more engaging because people are visual. Google also prioritizes video content. Surprisingly, it’s not to make money.

Video 95

Video Strategy Marketing Social Media 95

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. No matter how you may have reached out, one thing is likely to be true — you weren’t calling to tell the company how pleased you were with the product. That’s equal to 9% of global GDP.

Contact Center 78

Contact Center How To Call Center Gamification 78

Interactions

APRIL 16, 2024

How Can the Bar be Raised to Surpass Customer Expectations? Communication is adapted to the customer, not the other way around, creating more positive experiences and exceeding customer expectations. In a world of high demands and countless inquiries, meeting consumer expectations isn’t just a goal; it’s a commitment.

Customer Care 62

Customer Care Self Service Omni-Channel Metrics 62

Retently

OCTOBER 26, 2023

With this feedback, you can make changes and improvements to your product or service. In this post, we’ll look at how you should respond to feedback from your customers in both – short and long term. But when does feedback start to lose its relevance? Over time, your business and its customers will likely change.

Net Promoter Score 148

Net Promoter Score NPS Feedback Survey 148

Integrity Solutions

OCTOBER 23, 2023

You might have some natural talent in talking and gaining rapport with customers or hunting down leads, but until you understand and build confidence and competence in those often more elusive areas, you’ll be limited in how far you can go. “To become successful in sales, you need a lo t of networking.

Sales 114

Sales Connections Feedback Banking 114

Retently

MARCH 29, 2023

Total pre-orders for Tesla Model 3 surpassed many expectations at more than a quarter of a million in less than three days. To show you the bigger picture, this is more than 70 percent of annual sales for the leader in this market segment – Mercedes Benz C-Class. You cannot argue with the fact that these results are incredible.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

Gainsight

APRIL 9, 2024

Nick Mehta, CEO at Gainsight and Kellie Capote, Chief Customer Officer at Gainsight kicked off the event and dove deep into why communities are important within the workplace and how to start building them. Engaged customers are happy customers and when customers are engaged, they are more likely to see faster Time to Value.

Connections 52

Connections Chief Customer Officer e-support Roadmap 52

Gainsight

APRIL 12, 2024

Customer Success is paramount in driving product adoption. From a report, Gainsight found that 67% of respondents are using Digital Customer Success to effectively onboard and grow customer advocacy for their products. The answer: Digital Customer Education (CE). The answer: Digital Customer Education (CE). Maybe both?

Customer Success 52

Customer Success Management Effort Score Training 52

Totango

FEBRUARY 23, 2024

It’s a difficult level to reach and perhaps even more difficult to remain at – especially in the role of a Chief Marketing Officer (CMO). Counteracting this stigma and laying the foundation for a successful and long-lasting tenure as CMO starts with the first 60 days. The elusive C-suite is a powerful and exciting place to be.

How To 97

How To Leadership Marketing Tips 97

Magellan Solutions

APRIL 3, 2024

A live chat feature on your website could earn you nearly 50% more cash every hour someone chats with your team. No more frustrated customers; their needs will be met promptly. Keep reading to discover how this innovative solution can revolutionize your business and empower you to deliver truly exceptional customer experiences.

Self Service 96

Self Service Knowledge Base Exceptional Customer Service Training 96

Retently

AUGUST 29, 2022

One of the most common questions we receive, as an NPS®-focused software business, is how Net Promoter Score® differs from the type of data you can extract by studying people’s reactions on social media platforms like Facebook, Twitter and Instagram. This is an easy question to answer, although one that’s best tackled in detail.

Social Media 158

Social Media NPS Net Promoter Score Marketing 158

Retently

JUNE 28, 2022

Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. That is if you put your NPS® to work. Without a clear strategy for turning NPS feedback into growth, it’s easy to run a business that people like but don’t talk about.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

Retently

MARCH 16, 2022

With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. But there’s still one area that’s neglected all too often – Customer Success. What is the role of Customer Success? reduced customer churn.

Customer Success 166

Customer Success Net Promoter Score Customers Customer Retention 166

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. It’s impossible to accurately measure the effects of your work without baseline data. It’s short and simple, built around a one-question survey.

Net Promoter Score 146

Net Promoter Score Consulting NPS Customer Success 146

Gainsight

MARCH 12, 2024

This is a very exciting time to be in the Customer Success (CS) profession. One main topic of discussion that is getting a lot of attention in the CS space is how Customer Success can be more of a revenue-generating department. There are a lot of ideas being thrown around as to how this can be done.

Customer Success 52

Customer Success ROI Metrics Sales 52

ShepHyken

JANUARY 8, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    How does AI play a role in streamlining repetitive tasks? How are large companies incorporating AI into their customer support platforms? How can AI help agents focus on high-value tasks in customer service?

Training 82

Training Customers Customer Satisfaction Tools 82

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. But how do you respond in a way that’s both genuine and impactful? It sends a clear message: you value their opinion, and their voice is heard.

Feedback 155

Feedback Effort Score Social Media Customer Satisfaction 155