Customer Bliss

MAY 4, 2017

Tabitha Dunn currently serves as the Vice President of Customer Experience at Concur Technologies, an SAP company. They had been doing some journey mapping and had a champion, but admittedly most of the organization called it “customer thing.” All the discussions, customer calls, data sets, etc.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

ClearAction

MARCH 24, 2017

Value Chain Solution to VoC ROI Lynn Hunsaker. Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. That is what customers reward. What is a value chain?

ROI 48

ROI Effort Score Customer Journeys B2B 48

GetFeedback

MAY 13, 2019

Raw customer comments and sentiment. Repeat customer stories. Net Promoter Score (NPS). Customer Satisfaction (CSAT) ratings. . Typically this responsibility falls within your Customer Experience team, or if you have someone whose role involves customer journey mapping. Ticket feedback.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

GetFeedback

JULY 19, 2019

According to Walker, customer experience will become the key competitive differentiator for B2B customers, outweighing price and product. Listening to and analyzing customer feedback is crucial to ensure businesses meet or are able to exceed ever-growing customer expectations. Look at the content. Get the Guide.

Data 262

Data How To Social Media Effort Score 262

ChurnZero

JANUARY 4, 2024

“The landscape of customer success will shift significantly, with a heightened emphasis on commercialization,” says Growth Molecules founder and managing partner Emilia D’Anzica. They will be less distracted and more focused on finally, and completely, building out the fundamental building blocks of customer success.

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

Waypoint Group

MAY 28, 2015

Unfortunately for B2B companies, getting a boost in sales doesn’t come from a Tonight Show debut or a Colbert Bump, like it would for artists or public figures. If you’re a B2B marketer, you may attempt to make a viral video, or better yet, use a strategic account based approach to engage with prospects. Averages are often misleading.

B2B 40

B2B Management Effort Score NPS 40

Gainsight

AUGUST 14, 2021

Authored by Harshita Banka, Regional Director of Customer Success, Gainsight PX. It’s a way to engage customers with less effort from your team through email, user groups, online communities, and a game-changing new ROI driver: in-product engagements. Stay tuned. Ready to start enhancing your product now?

Government 52

Government How To ROI Effort Score 52

Totango

OCTOBER 2, 2020

The key to retaining your customers during market uncertainty is converting the breadth of the customer journey into actionable, measurable goals and KPIs. A business model dependent on new customer acquisition will struggle when companies inevitably try to slim spending down during a downturn.

Customer Retention 118

Customer Retention Effort Score Customers Resources 118

delighted

MARCH 15, 2019

A successful voice of the customer program puts your customers’ needs center stage, and ultimately drives brand, product, and service improvements for an unbeatable customer experience. Sample B2B Customer Experience Lifecycle Milestones for Transactional Feedback. Collect feedback based on customer segmentation.

Net Promoter Score 74

Net Promoter Score Tips NPS Effort Score 74

CustomerSuccessBox

JUNE 20, 2022

By collecting accurate data and comprehensive information about your customers, you can improve retention, uncover additional sales opportunities, and boost your customer health scores. Just like any other business tool, Customer Success software assists the customer success team.

Software 52

Software Customer Success Effort Score Net Promoter Score 52

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Aimee Lucas. Jeanne Bliss.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Aimee Lucas. Jeanne Bliss.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ChurnZero

AUGUST 31, 2018

ChurnScore Variation – For simple awareness and to prompt further investigation, consider setting an alert for when your customer crosses into the red. Net Promoter Score – The score your customers give you can be very telling. Set up an alert to let you know when a customer becomes a Detractor, passive, or Promoter.

Net Promoter Score 45

Net Promoter Score Effort Score Customer Success Training 45

Thematic

MARCH 29, 2020

Solicited feedback can be quantitative (ratings, scores) if you are asking rating questions in surveys, or qualitative (text) if you are asking open-ended questions or running customer interviews. You could be soliciting feedback from your existing customers or target people via a panel. Solicited product feedback.

Feedback 111

Feedback How To Analysis e-support 111

Retently

AUGUST 26, 2019

Improve Customer Loyalty. The happier customers are with your brand, the more likely they are to stick around. According to research , about 74% of B2B buyers are willing to spend more money to continue doing business with a company that offers great service. How to get actionable customer feedback. Passives (7-8).

Feedback 76

Feedback Social Media Effort Score Net Promoter Score 76

Customer Guru

MARCH 7, 2018

Our CEO, in all his communication across the company, highlighted customer centricity as the way forward and used examples of how our good service towards our customer created a long-lasting impression on them. Gradually, the positive changes were seen: things changed, the way we handled customer visits at our site changed.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

SurveySparrow

MAY 22, 2020

Because it comes directly to the customer’s inbox and more often than not, we carry our cell phones everywhere we go. The ROI of emails is $41 for every $1 that you spend. How’s that for ROI? 4 Use lead scoring using email marketing automation. 1 The first step is to understand what kind of content your customers want.

Strategy 52

Strategy Social Media eBook Conference 52

Retently

FEBRUARY 27, 2019

Below, we’ve listed 12 proven tactics to increase your average CLV and generate more revenue from your existing customers. When it comes to customer success, onboarding is the process you should spare no effort on in order to ensure sustainable business growth. Provide Value-Packed Content That Keeps Customers Engaged.

Social Media 120

Social Media NPS Omni-Channel Effort Score 120

ECXO

DECEMBER 20, 2023

Next, your customers have become your biggest regulators and they aren’t impressed with just any personalisation. Add in the fact some B2B, and certainly B2C companies, are still struggling with data management. Generalisations, being clichéd or outdated and superficial messaging are also switching customers off.

Customer Experience 52

Customer Experience Effort Score B2B ROI 52

Currency Alliance

NOVEMBER 16, 2021

This is really important, because the lifetime value of a customer that reaches a reward soon after joining a loyalty program, or if one sees they are making good progress towards something aspirational, is typically dozens of times higher. but the effort is also high (perhaps 1-0.8 = 0.2). and a modest effort of perhaps 0.25 (i.e.,

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

This is really important, because the lifetime value of a customer that reaches a reward soon after joining a loyalty program, or if one sees they are making good progress towards something aspirational, is typically dozens of times higher. but the effort is also high (perhaps 1-0.8 = 0.2). and a modest effort of perhaps 0.25 (i.e.,

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

SmartKarrot

MAY 19, 2021

In the SaaS industry it is known that customers have high expectations. There is increased focus by companies on protecting their customer base and improving outcomes for them. B2B customers prefer a personalized experience and nearly 65 percent of them will leave if you don’t deliver as per their expectations.

Customer Success 10

Customer Success How To Effort Score B2B 10

SurveySensum

AUGUST 22, 2023

Understanding the Power of SaaS Customer Feedback Gathering customer feedback in the B2B SaaS industry can do wonders. When you conduct customer feedback, then you get to know your users’ thoughts, experiences, and expectations. Upgrade ROI. How to Effectively Collect Customer Feedback? Not only that.

Feedback 52

Feedback Strategy Net Promoter Score B2B 52

Lumoa

APRIL 24, 2018

I’d love to specify from the very beginning, we focus on the Net Promoter System , not only on the Net Promoter Score ( that actually changes a lot ). Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). Why did you give that score?

System 338

System Effort Score NPS Net Promoter Score 338

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. VoC dashboards and reports commonly emphasize customer-facing issues and apparent safe zones.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

Currency Alliance

JUNE 11, 2019

Another part of that “something extra” is your own proprietary customer experience. Granted, such efforts have underpinned the early successes of neobank startups. A 2018 study by payments consultancy Optima found that only the Monzo and Starling Android apps allowed customers to do all of the following: log in easily with touch-ID.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

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

Comm100

NOVEMBER 13, 2022

With live chat, agents can know more about where their customers come from, what they need, and how to help. Overall, satisfaction among live chat interactions is exceptionally high, with an average live chat CSAT score of 4.3 More than just benefiting customers, live chat has major benefits for organizations as well.

Tools 195

Tools Customer Service Tips Omni-Channel 195

ClearAction

JANUARY 14, 2015

How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? High-Touch in B2B Customer Experience. Therefore, surveys of B2B practices may understate the actual work being done. Seeing the Full Picture.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48

Confirmit

DECEMBER 5, 2018

The methodologies behind customer success are gaining more momentum as companies increasingly focus on ensuring customers use products and get value from them. Voice of the Customer solution. Defining metrics that enable you to evaluate accurately the health of your customer relationships. Marketing automation.

Customer Success 40

Customer Success Effort Score Touchpoint Metrics 40

Help Scout

JUNE 22, 2021

The ROI of great customer service. “We We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” For 86%, good customer service turns one-time clients into long-term brand champions. Deloitte ).

Customer Service 128

Customer Service Social Media Self Service Knowledge Base 128

ChurnZero

JANUARY 26, 2021

Customer Success Managers must seek out, align with business objectives, and then aid the customer in achieving them. . Imagine a world where we deliver clear outcomes that result in our users, champions and sponsors receiving promotions for their efforts. The image below is what we refer to as the Customer Success Battle Plan.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

SmartKarrot

APRIL 23, 2020

Customer success is a longer-term strategy that focuses on cultivating deeper relationships with customers by helping them achieve their desired goals for using a platform or application. It spans the entire customer journey, from product development and adoption to customer retention and growth.

Customer Success 10

Customer Success Customer Experience Effort Score Net Promoter Score 10

Confirmit

MAY 29, 2018

Voice of the Customer programs are proven to help organizations retain customers, build better products, deliver better services, and systematically understand customer experience in order to drive change. Why Implement a Voice of the Customer Program? Understand your customers’ expectations better.

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40