Amity

FEBRUARY 2, 2016

Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. Surely, you are staying up to date on the latest customer success trends – did someone say “customer marketing”?

Resources 80

Resources Customer Success Customers Customer Retention 80

C3Centricity

AUGUST 15, 2016

As a customer centricity champion, just like you, I spend a lot of my time researching the topic. I’m always trying to understand exactly what customers want. My regular searches include customer service, customer satisfaction, customer care and similar areas. Customer centricity.

Customer Centricity 120

Customer Centricity Infographics Customer Satisfaction Trends 120

C3Centricity

JULY 2, 2016

According to Wikipedia , a brand is: “a set of marketing and communications methods that help to distinguish a company from competition and create a lasting impression in the minds of customers.” All these elements must be respected in order to build a strong brand with which customers can identify themselves.

Brands 159

Brands Marketing Advertising Measurement 159

Lumoa

JUNE 22, 2021

So yeah, we’re practically the challenger on the Norwegian mobile market. But it all started back in the actually the restaurant bar and hotel business, you know, where you are close to the customer. And it’s very, like, customer-centric, or you notice that it’s, it’s a big part of it all.

Customer Centricity 208

Customer Centricity Customer Experience Hotels Customer Journeys 208

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Ready for 2017 and beyond?

Trends 100

Trends Customer Engagement Engagement Contact Center 100

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Ready for 2017 and beyond?

Trends 100

Trends Customer Engagement Engagement Contact Center 100

ShepHyken

NOVEMBER 1, 2021

3 Customer Experience Lessons Brands Can Learn From Amazon by Scott Clark. CMSWire) Amazon’s mission statement is “We aim to be Earth’s most customer-centric company. By the way, if you Google the word, you get the definition from an article in 2016, but my spell check doesn’t recognize it.).

Customer Service 78

Customer Service Retail B2B B2C 78

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. ” Read on to learn how today’s customer experience professionals are planning to position their companies for CX success as we move into 2017. Wendy Glavin.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

ClearAction

OCTOBER 16, 2019

It’s been proven that it costs 5X to 25X more to acquire customers compared to the cost of retaining customers. Do we believe “the purpose of Marketing is to maximize revenue leads for Sales” as 70% of CEOs now expect? Creating & keeping a customer (i.e. 1st Key to Retention-Rich Marketing: Context.

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

ijgolding

DECEMBER 16, 2015

If you have read my blog posts before, you will now that I am a fan of discovering the definition of words. One dictionary definition of ‘education’ is as follows: A body of knowledge acquired while being educated. As we move into 2016, I very much hope that organisations start to invest in their Customer Experience.

Customer Experience 120

Customer Experience Customer Centricity Hospitality Training 120

Retently

OCTOBER 19, 2018

Do you just give all employees the generic “the customer is always right” speech, or do you actually have a customer-centric process 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 83

Chief Customer Officer Customer Centricity Call Center Metrics 83

ijgolding

NOVEMBER 17, 2016

BM: Generally, the customer engagements I’m proudest of are those where the value of becoming more customer-centric has been amply demonstrated and I’ve “converted” sceptics within the company. One size or format of CX definitely doesn’t fit all situations and that is what keeps it so interesting.

Customer Experience Professionals 120

Customer Experience Professionals Customer Experience Customer Centricity Customers 120

Storyminers

MAY 4, 2016

[originally posted on the User Testing Blog 3/06/2016 by Spencer Lanoue ]. Investing in customer experience drives revenue growth and increases customer loyalty. According to Gartner , customer experience will be the main battleground for competing companies over the next two years. It’s your best marketing.

Industry 140

Industry Customer Experience Interaction Customers 140

Clarabridge

JANUARY 4, 2017

In the United States the estimated cost of customers switching due to poor service is $1.6 52% stop buying after a bad customer service interaction 2. 40% of customers switch loyalty because a competitor offers better customer service 2. Customers have definite ideas about how they want you to treat them.

Customer Experience 51

Customer Experience Self Service Return on Investment Competitive Advantage 51

SurveySensum

JULY 14, 2020

He has 25 years of experience on the leading edge of digital transformation, social, and marketing strategy and has previously worked at American Express, Prudential Financial, USAA, and Forrester Research in senior roles. Chad Horenfeldt – Director of Customer Success at Kustomer. LinkedIn : [link] /. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Customer Bliss

APRIL 26, 2016

Consumer Markets at Liberty Mutual. Consumer markets business has 17,000 employees and generates $16.8B Margie’s team, the Customer Advocacy Office, was founded in November 2015 to lead a broad transformation to a customer-centric culture. Margie is EVP and CCO for U.S. The overall U.S.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Clarabridge

JANUARY 4, 2017

In the United States the estimated cost of customers switching due to poor service is $1.6 52% stop buying after a bad customer service interaction 2. 40% of customers switch loyalty because a competitor offers better customer service 2. Customers have definite ideas about how they want you to treat them.

Customer Experience 40

Customer Experience Self Service Return on Investment Competitive Advantage 40

Gainsight

JULY 16, 2020

I became a student of subscription unit economics and how both sales and customer success strategies could make or break this type of business model.”. Today, however, this understanding has spread into the public markets. As for the acquisition of new customers, it is critical to understand that not just any customer will do.

B2B 52

B2B Software Customer Journeys Customer Success 52

ijgolding

DECEMBER 8, 2015

When it comes to delivering consistently good Customer Experiences, it appears as though bigger is definitely not necessarily better! They do not spend money on expensive and extravagant marketing and advertising campaigns. Just good old fashioned personal experiences that do exactly what their customers want.

Customer Experience 120

Customer Experience Omni-Channel Retail Travel 120

SurveySparrow

OCTOBER 25, 2019

With such a method in place, your customer service, marketing, and sales strategies will be more of a solution addressing the needs of the customers. Customer Experience Strategy #3. Understand Who Your Customers Are. For enhancing customer experience, you need to know who your customers are and what they like.

Omni-Channel 77

Omni-Channel Strategy Customer Experience Customer Journeys 77

Comm100

FEBRUARY 20, 2018

Articles about Chatbots boast the innovation that they bring to the table and paint artificial intelligence (AI) as the future of customer service and marketing. And, happier agents have a better overall workplace morale, which translates into the quality of customer service. Value in Customer Satisfaction.

Chatbots 133

Chatbots Self Service ROI Contact Center 133

Currency Alliance

MARCH 9, 2021

Headless loyalty systems are API-first loyalty platforms that enable any customer-facing platform to integrate loyalty marketing functionality into their Customer Experience (CX) via API. In most cases, these compromises also led to frustration among customers and inefficiency in business operations.

Loyalty 59

Loyalty Customer Engagement Engagement CRM 59

Tricia Morris

JANUARY 29, 2016

It is how you show up each day in the eyes of the customer that matters. Which takes me to the second part of the definition “offered by the company, chosen by the customer”: Customer choice. This is how companies think, not customers. Even more shocking – the reported marketing budget for Minecraft is close to $0.

Customer Engagement 40

Customer Engagement Engagement CRM Self Service 40

ChurnZero

JANUARY 13, 2023

With its ability to comb through big data sets like email faster and more accurately than humans, AI will help more product teams maintain product-market fit. 2023 will be a big year gaining market traction in new customer intelligence platforms. Organizations tap into customer feedback for free market research.

Trends 98

Trends Customer Success Chief Customer Officer Customer Journeys 98