Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

Customer Journeys 122

Customer Journeys Touchpoint B2B Social Media 122

ECXO

NOVEMBER 19, 2024

Lesson for Companies : Your customers are the heroes of their own stories. To improve customer experience, companies must first understand their customers’ unique journeys, pain points, and goals. By recognizing where customers are in their journey, you can deliver personalized experiences that guide them toward success.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

Lumoa

JANUARY 27, 2023

Customer service in the 21st century is not just the prerogative of one specific department but of every business process, role, and philosophy. This article looks at how customer service can be optimized for better results. In This Article: What is a Customer Experience Audit Checklist?

Customer Journeys 195

Customer Journeys Customer Experience Customer Service Touchpoint 195

CloudCherry

AUGUST 21, 2018

Some simple fixes to increase your proactive support game are: Adding automation into your contact forms to guide customers to the right place. Making yourself more available via chat and other modes of service, when the customer needs it. The best place to start is by understanding your customer journey.

Customer Journeys 150

Customer Journeys Analytics Self Service Analysis 150

ShepHyken

FEBRUARY 26, 2021

This week we feature an article from Jyothi Tulasi, Outreach SEO Specialist at SmartKarrot Inc. She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. An affiliate marketing strategy needs to be effective, target well and work well for brands and customers. Exploration.

Customer Journeys 124

Customer Journeys Engagement Strategy Marketing 124

InMoment XI

SEPTEMBER 29, 2022

But, mixing these data points with structured feedback via social media or surveys , as well as meaningful data captured in order to achieve a desired goal, will allow retail banks to get a holistic view of their customer and their customer experience. Check out this quick article. Strategy #2: Master Omnichannel Experiences.

Banking 370

Banking Retail Data Omni-Channel 370

Seaton CX

MAY 16, 2024

Customer journey mapping is the foundation of customer experience management. A customer journey map informs your customer experience (CX) strategy, identifies where to listen for customer feedback, and connects your CX vision to the design, delivery, measurement, and management of the customer experience.

Customer Journeys 52

Customer Journeys ROI B2B Financial 52

Education Services Group

JUNE 20, 2023

Now buckle up for the longest segment of your customers’ experience: Service. Continuing our series investigating all the stages of a customer journey map, I’m diving into everything that makes (or breaks) this chapter of the CX story. We’ve talked Awareness, Consideration, and Acquisition.

Customer Journeys 52

Customer Journeys Self Service Touchpoint Customer Success 52

ECXO

OCTOBER 27, 2024

In this article, I’ll explore how Customer Success metrics are driving the subscription economy forward and how businesses can leverage these tools to create lasting value. Subscription companies, especially SaaS providers, leverage NRR to understand how well they are serving and growing their customer base.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. What do customers expect from contact centers? .

Customer Journeys 126

Customer Journeys Brands Sales Contact Center 126

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Article authored by Ricardo Saltz Gulko. Should you kill NPS?

NPS 396

NPS Feedback Net Promoter Score B2C 396

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. In the modern digital world, it’s by creating a seamless customer experience strategy. This is called the customer journey. How exactly do you do this?

Customer Experience 195

Customer Experience Strategy Self Service Customer Journeys 195

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

ShepHyken

FEBRUARY 16, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. How do I love my customers? We kick off this weeks Top Five with an article about loving on your customers.

Loyalty Programs 77

Loyalty Programs Customer Service Customer Journeys Loyalty 77

BlueOcean

JANUARY 22, 2019

Also read this: Customer Journey Mapping in the Contact Center. or: Secrets to Incredible Customer Service with Paul R. Although they’re not strangers to de-escalating situations and calming frustrated customers, communicating with empathy is critical in 2019. Related Articles.

Consumers 204

Consumers Trends Customer Experience Strategy 204

GetFeedback

SEPTEMBER 18, 2019

Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . Gartner published a comprehensive article highlighting the key reasons why an effortless experience is the best approach for businesses. .

Loyalty 257

Loyalty Customer Experience Touchpoint Metrics 257

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! We hope so!

Customer Journeys 104

Customer Journeys Customer Success Exercises B2B 104

Totango

JUNE 24, 2022

While the challenges SaaS presents for customer success can be formidable, SaaS also offers some major advantages for software providers: The digital nature of SaaS means that providers can engage with clients digitally throughout their customer journey. Start with a SaaS Customer Journey Map.

Customer Journeys 109

Customer Journeys Customer Success Net Promoter Score B2C 109

ShepHyken

MARCH 12, 2021

This week we feature an article from Rohan Malkotia , Digital Marketing Executive at Servetel. Even though you may want to increase your customer base during the revival phase, retaining the loyal ones is vital to sustenance. Further, refreshing your customer personas and journey mappings is a good idea.

Strategy 154

Strategy Self Service Customer Journeys B2B 154

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Also, something that makes our team unique is that we have a team of about four or five people who focus on the journey map and the lifecycle management of the customer.

Customer Engagement 115

Customer Engagement Customer Journeys Engagement Strategy 115

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. In this article, we will discuss how the combination of AI and human intuition can be applied to a range of sectors to help solve problems preemptively. Optimizes workflows to create a better, quicker service.

Customer Service 262

Customer Service Chatbots Analytics Customers 262

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This yields superior customer satisfaction, translating into higher revenue for your business. This article will give you six best practices for optimizing your B2B customer segmentation.

B2B 106

B2B Customer Journeys Social Media Net Promoter Score 106

ChurnZero

MARCH 22, 2023

This is a guest article by Kristen Hayer , the founder and CEO of The Success League. There are three foundational areas of CS where I see teams miss the mark: customer segmentation, journey mapping, and team structure design. Both the customer experience and cost control are key parts of a solid success program.

Customer Journeys 97

Customer Journeys Customer Success Touchpoint Financial 97

Totango

DECEMBER 10, 2020

In response, many subscription-based businesses are taking another look at their digital customer journey and increasing the role of their Customer Success teams to show clients the value of their services as soon as possible to encourage renewals. The Changing Reality of Customer Success.

Customer Journeys 72

Customer Journeys Loyalty Case Study Metrics 72

CX Journey

MARCH 13, 2018

They do so by trying to suck more revenue out of each customer by doing stupid little things like higher transaction fees, hidden fees, etc. On top of that, they focus on acquisition over retention, misdirecting their attention away from their current customer base. No argument there. Remember that this was 2005.

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

Russel Lolacher

JUNE 15, 2021

I read a lot of articles, books and blog posts about customer service experience and ways to attract, retain and reacquire customers to keep organizations happy and healthy. Buyer Personas – are, as Hubspot defined them, “semi-fictional representations of your ideal customers based on data and research.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

ShepHyken

MAY 16, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Are You Tracking the Customer Service Metrics That Really Count? There’s quite a bit packed into this short article.

Customer Service 66

Customer Service Net Promoter Score Airlines Customer Journeys 66

ShepHyken

AUGUST 27, 2021

This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. He writes about how customer experience can determine the lifeline of a business. It is the volume of customers that makes the difference to a considerable extent.

Customer Experience 160

Customer Experience Customer Journeys Touchpoint Customer Satisfaction 160

Customer Bliss

MARCH 8, 2018

I found it interesting to hear that Charlotte took this approach, especially considering that more articles are being written about integrating marketing and customer service. Formalize Customer Research and Build a Customer Journey Map. As the customer, what are you experiencing?”

Customer Journeys 100

Customer Journeys Customer Experience Net Promoter Score Call Center 100

ijgolding

AUGUST 12, 2018

These words are without question, directly applicable to the outcome of any experience as customer has with an organisation. All experiences a customer has contain three component parts: FUNCTIONAL – does the customer journey do what customers want? ACCESSIBLE – how easy is it for customers to do what they want?

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

Kayako

AUGUST 7, 2019

Everything needs to gel together well, and connect to tell a story that the customer can understand and appreciate. . Why mapping the Customer journey is important for stellar Customer Experiences. But how can a customer understand the story you’re trying to tell? . 1) Awareness. a need or a want).

Customer Experience 187

Customer Experience How To Comparison Customer Journeys 187

Experience Investigators by 360Connext

JANUARY 23, 2024

That means charting a course for JUST “mobile-first” is a short-sighted way to serve all customers. Start with your customer’s journey, then determine what channels need better attention and design to serve them. Related: Customer Journey Mapping: Real-World Examples & Use Cases 3.

Trends 143

Trends Self Service Customer Experience Customer Journeys 143

Totango

FEBRUARY 10, 2021

In this guide, we’ll lay out a seven-step customer success strategy you can use to promote winning outcomes for your clients: Prioritize a culture of customer success. Set success goals for each stage of your customer journey map. Segment your customer database for personalized communications.

Customer Retention 90

Customer Retention Customer Journeys Customer Success Strategy 90

Experience Investigators by 360Connext

FEBRUARY 6, 2024

Customers are nuanced. For this article, we’re diving into these three metrics so you have ideas on the best ways to use them. He believes organizations should now measure earned growth instead (which he explains in the article linked above). Customer Satisfaction Score What is it? Net Promoter Score What is it?

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

GetFeedback

NOVEMBER 23, 2019

And from these discussions, three key customer experience trends came to the surface. In this article, we cover the key CX takeaways from this year’s Dreamforce conference. Artificial Intelligence (AI) is not a new topic for customer experience, but its value in the space is definitely becoming higher.

Conference 48

Conference Case Study Fashion Customer Expectations 48

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Also, something that makes our team unique is that we have a team of about four or five people who focus on the journey map and the lifecycle management of the customer.

Customer Engagement 91

Customer Engagement Customer Journeys Engagement Strategy 91