Second to None

MAY 17, 2019

when a potential client pointed out the positive differences between working with Second to None, a Midwest-based company, versus those on the East Coast or the West Coast. Though often overlooked, the Midwest offers notable perks in the context of forming B2B partnerships. The Midwest. Trial and Error. 1] [link]. [2] 2] [link]. [3]

B2B 90

B2B Roadmap Brands Culture 90

Peter Lavers

APRIL 20, 2021

Building B2B trust for more customer-centricity. You can read the article by clicking here.

Customer Centricity 52

Customer Centricity B2B Voice of Customer Customer Experience 52

Second to None

JUNE 5, 2018

There has been a considerable increase in the number of people involved in B2B purchasing decisions over the past two years; with the average number increasing from 5.4 A B2B company can only make a significant transformation in service delivery by improving their customer experience platform.

B2B 63

B2B Strategy Customer Journeys Voice of Customer 63

Second to None

MARCH 21, 2018

Brands that operate in the B2B space have just as much of a responsibility to provide a great Customer Experience to their users than traditional B2C organizations. Too often, brands in this space rely on archaic methods, instead of reading the changing tides of the B2B industry. What’s changed among B2B buyers?

B2B 59

B2B B2C Transportation Voice of Customer 59

SmartKarrot

APRIL 4, 2022

Customer-centricity is important for any organization’s culture. Customer-centric DNA means the person needs to have the qualities or features that fundamentally keep the customer at the center of every action. A customer-centric DNA is when the focus of your company is customer success.

Customer Centricity 10

Customer Centricity B2B Tips How To 10

Waypoint Group

JULY 13, 2018

Our own Steve Bernstein was joined by Paul Piazza, Senior Director of CS at Reciprocity Labs, for a chat centered around driving a Customer-centric culture and enabling CSMs to collaborate with the rest of the company to drive the right improvements. achieve company-wide buy-in for your customer success initiatives.

Customer Success 40

Customer Success Company Customer Experience NPS 40

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

CX Centric

NOVEMBER 17, 2020

Moore started off her presentation with the evolution of CX and CS, were she mentioned that CX was firstly adopted before CS and that CX was mainly used in the B2B companies and retail spaces. She further mentioned that CS started mainly in the USA were it was used mostly by B2B companies before being also adopted by B2C companies.

Customer Success 52

Customer Success Customer Experience B2B Customer Centricity 52

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of Customer Maturity Today 2. We updated customers as promised. Outline: 1.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

ShepHyken

FEBRUARY 22, 2019

Since my Stacy’s Chips incident, I have been fascinated by CX and continue to pay very close attention to how companies deliver unforgettable experiences to win over customer’s hearts – and wallets. OTHER COMPANIES DELIVERING WOW MOMENTS: Trader Joe’s is another great example of a company dedicated to delighting customers.

Hotels 109

Hotels B2C Loyalty B2B 109

PeopleMetrics

FEBRUARY 25, 2022

Understanding the difference between CX and customer service (CS) is vital for creating an effective CX strategy. CX refers to the sum of a customer's interactions with your company. CS refers specifically to the process of helping to solve customers' needs and problems, oftentimes after that problem has already occurred.

Customer Experience 71

Customer Experience Net Promoter Score Customer Journeys Touchpoint 71

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

Waypoint Group

MAY 25, 2018

As a majority of the content was geared towards the mostly B2C audience, there was still great value presented by multiple speakers and in breakout sessions about how to improve B2B CX and CS programs. How do companies become CX leaders? Learning Systems are the key in turning the human intelligence that you gather into company action.

Conference 66

Conference Customer Centricity B2C B2B 66

ClearAction

APRIL 18, 2020

As described throughout this series on CEO’s Guide to Growth through Customer-Centered Management , customer experience is customers’ realities compared to their expectations. Customer experience management , as it should be managed, is alignment of the company to customers.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Customer Centricity 62

Totango

OCTOBER 8, 2020

In B2B terms, it is still possible to maintain your customer relationship and even improve customer retention during uncertainty, but you will need to focus on five key steps: Understand Your Customer. Listen to Your Voice of Customer Programs. Learn from Customers. Adjust and Iterate Your Process.

Customer Retention 63

Customer Retention How To Customer Success B2B 63

Daniel Group

APRIL 5, 2023

Yes, so I started with Navistar in 1989, right out of college, with Navistar Financial, who was the captive finance company for international trucks at that point in time. I went and managed the processing center, which also had a customer service department in it. Lynn, thanks for the opportunity to be with you this morning.

Interaction 98

Interaction Voice of Customer Effort Score Financial 98

Totango

OCTOBER 13, 2020

Customers who become advocates stimulate enterprise growth and drive value. The Impact of Turning Customers Into Advocates. B2B buyers have a complex and formal buying process, involving multiple people across departments.

Strategy 62

Strategy Effort Score B2B Customer Success 62

Second to None

JANUARY 22, 2019

Rather than deflecting this blame to future purchases, the brands at the top of their industry are consistently monitoring and updating their organizational philosophies to ensure they are curating a company culture that allows employees to perform up to expectations. Protect the customer while removing friction from the transaction.

Telecommunications 48

Telecommunications Effort Score Voice of Customer B2C 48

ijgolding

NOVEMBER 13, 2018

Right now, CX and Voice of the Customer (VoC) are considered to be the two most important areas of improvement if a business wants to remain competitive. For a B2B company, the ability to retain clients can be the difference between success and failure. WHY VOC WORKS WELL FOR B2B.

B2B 185

B2B B2C Automotive Retail 185

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. At the same time it is also what most companies are missing. Listen to your customers.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

ChurnZero

APRIL 5, 2019

This helps you make your CS data available to every employee across your company. Hiring and Scaling a Customer Success Team. Craig Chiofalo , Vice President of Customer Experience, CallRail. Sometimes an account only stays with your company because of the great relationship they have with your success team. in your area!

Tips 40

Tips Customer Success Customer Centricity Leadership 40

SurveySensum

DECEMBER 28, 2020

Are you starting your customer experience journey? In the last few years, while working with the growth stage companies we observed a few things: . They are acquiring customers at the lightning speed. . But, they were struggling a lot in retaining those customers! A B2B customer journey includes fewer feedback channels.

Voice of Customer 98

Voice of Customer B2C Chatbots Social Media 98

Amity

APRIL 25, 2016

Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. Deliver the World's Best Customer Experience. VP of Customer Success - Bluecore.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

SmartKarrot

MARCH 8, 2022

An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. She has also hosted the very successful Customer Success Podcast and written the informative book called ‘The Customer Success Economy.’

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. At the same time it is also what most companies are missing. Listen to your customers.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

SmartKarrot

JANUARY 5, 2022

So, without further ado, here’s SmartKarrot’s Top 50 Customer Success Influencers for 2022 (presented in no particular order). Widely acclaimed as a foremost expert to have pioneered and popularized customer success, Lincoln is a customer-centric growth mastermind. Lincoln Murphy. Rick Adams. Jay Nathan.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

SurveySensum

SEPTEMBER 19, 2022

Imagine the positive influence a business can have on its bottom line if it can tune into the voice of the customer. What is the voice of the customer and how can you listen to it? What is the voice of the customer (VOC)? How does the voice of customer help businesses? Reduce customer churn.

Voice of Customer 52

Voice of Customer Social Media Feedback Analysis 52

ClearAction

MAY 18, 2017

Most VoC managers grapple with those at the expense of VoC’s purpose, according to ClearAction’s 5-year benchmarking of B2B customer experience practices. They are twice as likely to identify and solve product issues and to make strategic decisions more customer-centric.

ROI 54

ROI Feedback Survey Financial 54

Bill Quiseng

OCTOBER 14, 2019

This week’s post is from Stacy Sherman , a results-oriented Customer Experience (CX) and Digital Marketing professional with a proven track record increasing brand awareness, sales, and loyalty at B2C & B2B companies of all sizes and budgets. People don’t care if there are internal company process challenges.

Wait Times 19

Wait Times B2C B2B Customer Centricity 19

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Totango

DECEMBER 10, 2019

As part of a successful B2B enterprise, you understand the importance of your customers. New customer acquisition is at the heart of most traditional business models. In the customer-centered economy, however, retained customers are as good as gold. . How to Increase Customer Retention for B2B Companies .

Customer Retention 64

Customer Retention B2B How To Trends 64

ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led. Why is there a gap?

B2B 48

B2B Customer Experience Customer Centricity Customer Experience Management 48

ECXO

DECEMBER 20, 2023

Marketers, and enterprise software vendors from dta and analytics to voice of customer, have spent the past 20 to 30 years trying to work out how to get it right – with mostly disappointing results. Next, your customers have become your biggest regulators and they aren’t impressed with just any personalisation.

Customer Experience 52

Customer Experience Effort Score B2B ROI 52

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SmartKarrot

APRIL 18, 2022

This allows the team to understand who from which customer accounts is saying what and what is the overall opinion of the group suggesting. A customer centric team is one which actions the findings from the ‘voice of the customer’ to provide value to its users. Step 4: Action the findings. Learn importance of VoC.

Customer Success 10

Customer Success Survey Software Voice of Customer 10

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SmartKarrot

APRIL 21, 2022

Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service. The customer is not a single CS professional’s responsibility.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score Effort Score 10