ShepHyken

SEPTEMBER 7, 2018

This week we feature an article by Michelle Nickolaisen about customer review programs. Accept that you may be reviewed by the customer. Because your team holds the keys to customer relationships, you do have a unique opportunity to enable marketing and sales. A review program. A review program. This is a problem for vendors.

Case Study 80

Case Study ROI B2B Study 80

ReviewTrackers

APRIL 2, 2019

Negative reputation, meanwhile, can drive away potential clients and increase customer churn. A 2017 global risk management survey found that damage to brand and reputation is ranked as the top risk management concern. Manage online reviews, social media, and customer feedback. Bank customers trust you with their data.

Banking 90

Banking Management Social Media Financial 90

Bold360

JANUARY 23, 2017

From a customers’ point of view, digital transformation in the financial sector might start and finish at their shiny new mobile banking app. The digital presence of a company could be measured by whether their customers can successfully complain about a rude staff member via Twitter.

Omni-Channel 40

Omni-Channel Self Service Banking Financial 40

Answer Dash

NOVEMBER 21, 2018

(This article is originally published at IT-Online ) According to Gartner, customer experience (CX) – more than products or solutions – is the new battlefront for business, with 81% of marketers saying that by 2020 they expect to be competing mostly or completely on the basis of CX. but, ‘what will customers want?’

User Experience 75

User Experience Social Media Interaction Customer Service Representative 75

West Monroe

APRIL 14, 2017

On April 10, 2017, United Airlines needed to remove four passengers from the plane to accommodate crew members needed on another flight. To do so, they chose Option “C” (also known as “Customer Re-accommodation”). Option “C”: Customer Re-accommodation. Customers started to #deleteUber and embrace the pink mustache.

Airlines 40

Airlines Transportation Hospitality Social Media 40

Qualtrics

APRIL 2, 2019

93% of consumers say online reviews have an impact on their purchase decision and 97% of consumers looked for reviews of local businesses in 2017. Online customer reviews have a profound impact on your business and it’s important to improve your online reputation to increase your share of wallet and create social proof.

Social Media 33

Social Media Consumers Survey Customer Confidence 33

ClientSuccess

MAY 8, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. From : Himanshu Patel, Customer Success Manager. 3 Key Takeaways from My First Two Years as a Customer Success Manager. Company : Icertis.

Customer Success 56

Customer Success Management Self Service eBook 56

ShepHyken

DECEMBER 4, 2017

Each week I read a number of customer service articles from various online resources. Rethinking Federal Customer Experience by Frank Konkel. Nextgov) This eBook looks at how agencies are baking customer experience into their missions. The government admits to delivering poor customer service.

Customer Service 0

Customer Service Government Poor Customer Service Case Study 0

Gainsight

MAY 21, 2021

It was early Fall 2017 when I got a call from a former manager of mine who had just joined what he referred to as “a rocketship called Gainsight.”. His pitch was simple: “This technology is incredible and the culture is off the charts, but at the pace we’re adding customers, onboarding has gotten a bit too messy and complex.

NPS 52

NPS Consulting Leadership Customer Success 52