CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Interview customers.

Survey 345

Survey Social Media Contact Center Call Recording 345

CloudCherry

SEPTEMBER 11, 2019

In this week’s ‘Sweets of CX’ Podcast , it’s all about the Employee Experience and the direct correlation it has with Customer Experience. She is a Certified Customer Experience Professional (CCXP). It’s sweet and simple, but not always applied. Treat others the way you’d like to be treated. and this week’s honored guest.

Customer Experience Professionals 199

Customer Experience Professionals Employee Experience Leadership Course 199

Uniphore

JANUARY 4, 2022

Board of Directors. Uniphore Collaborates with Cisco to Enable Better Customer Experiences. How are you planning to leverage conversations to drive revenue and customer retention? Discover new ways to build and enhance contactless relationships with customers. Conversational AI Platform. U-Self Serve. Case Studies.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

ShepHyken

MARCH 22, 2019

who argues that digital transformation is bringing customer experience to an entirely different level. Communities were smaller, shopping was local, and technology wasn’t there to either help or confuse the customer. However, I would argue that digital transformation is bringing customer experience to an entirely different level.

Customer Experience 107

Customer Experience User Experience Customers Technology 107

CustomerSuccessBox

MAY 18, 2022

So has the customer success industry and the content around the space! Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022!

Customer Success 52

Customer Success Case Study Resources Customers 52

Uniphore

OCTOBER 26, 2021

Uniphore provides a unique value proposition that combines improved CX along with a great return-on-investment, increasing customer satisfaction while driving cost savings. Every day, billions of conversations take place across industries — customer service, sales, HR, education and more.

Innovation 179

Innovation Rewards Programs Return on Investment Resources 179

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Interview customers.

Survey 182

Survey Social Media Contact Center Call Recording 182

ClientSuccess

NOVEMBER 22, 2022

As a marketing professional, you understand the importance of customer success in driving business growth. And with the rise of customers in control, it has never been more important for marketers to focus on strategies that create and nurture successful customer relationships. Create a Customer Advisory Board for Your Company.

Customer Success 69

Customer Success Strategy Marketing Social Media 69

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

CX Journey

SEPTEMBER 19, 2018

It appeared on their blog on March 22, 2018. Well, they're not dead (yet), but companies are certainly looking for alternative approaches to customer and employee listening in light of the fact that survey burnout is a real problem. Customer Advisory Boards Advisory boards offer benefits to both customers and to your company.

Customer Journeys 86

Customer Journeys Social Media Employee Experience Feedback 86

Horizon CX

MARCH 10, 2023

by HorizonCX Advisory Board member Jerry Seufert and HorizonCX Founder and Principal Karl Sharicz Over the years in many quarters, it has become an article of faith that to do ‘good CX’ a CX leader needs to build a permanent autonomous CX department complete with headcount, structure, budget, and an ongoing, unending mission statement all its own.

NPS 130

NPS System Meeting ROI 130

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. At the intersection of product, customer, and business insights, CS is uniquely positioned to steer businesses through these changing environments.

Customer Success 95

Customer Success Consulting Customers Leadership 95

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

Sales 90

Sales Customer Success Customers Communication 90

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. How to overcome those challenges?

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

CSM Practice

FEBRUARY 15, 2021

Takeaways from CSM Practice Customer Success Health Score Survey Results. The purpose of the survey was to assess the validity of common industry assumptions on customer health scores. It also sought to understand the major trends of customer health scores. Who Is Using a Customer Health Score?

Trends 64

Trends Industry ROI Customer Success 64

ClientSuccess

NOVEMBER 24, 2021

Over the past few weeks, we’ve been exploring some of the different types of customer marketing initiatives that CSMs can own to deliver fantastic customer experiences. Today, we’re going to take a look at a fourth customer marketing initiative: engagement. Facilitate learning and information sharing across your customer base.

Engagement 52

Engagement Marketing eBook Customer Relationship Management 52

GetFeedback

FEBRUARY 6, 2019

Are you struggling with the knowledge that there are many customers who have stopped engaging with your brand? And they keep wondering what went so wrong that their once engaged customer completely stopped responding to their campaigns, emails and so on. Many businesses are. You can use online surveys. ” .

Survey 186

Survey Engagement How To Tips 186

GetFeedback

DECEMBER 2, 2019

Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers. It costs five times more to sell to a new customer than to sell to a happy one. If your CSAT metric is 60%, that means 40% of your customers are at risk of defection.

ROI 195

ROI Customer Satisfaction How To Effort Score 195

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ChurnZero

NOVEMBER 17, 2020

This is a guest blog post by Kristen Hayer, Founder & CEO of The Success League. . Oh, Sales and Customer Success, you are my two favorite disciplines! There is nothing like closing a big deal with a new customer! This series of longer term wins is why I ultimately shifted my focus to Customer Success.

Sales 98

Sales Customer Success Measurement Customers 98

Pretium Solutions

JUNE 24, 2020

What are your goals regarding the number of customers you need? Or access our Client Advisory Board Service and reap the benefits of having your very own advisory board. To learn more about this exciting service, download our Client Advisory Board guide.

System 52

System Policies Strategy Culture 52

CX Journey

APRIL 10, 2019

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018. But before I outline those 10, there's an even bigger issue that needs to be addressed: thinking that you don't need to listen to customers or ask for feedback at all ! I don't even know how that makes sense.

Survey 146

Survey Metrics Feedback Social Media 146

CX Accelerator

FEBRUARY 12, 2018

We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. So… What can companies do to improve their voice of the customer success?

Customer Success 140

Customer Success Effort Score Feedback Call Recording 140

Alliance by IFS

DECEMBER 11, 2019

The transaction, initially announced in October 2019 , will enable the combined company to serve more customers in more markets, through a broader network of the best talent and partners in the industry. We are very pleased to leverage their expertise and skills to benefit our collective customer base.” Follow us on Twitter: @ifs.

Competitive Advantage 122

Competitive Advantage Financial Leadership Software 122

Michel Falcon Experience

APRIL 15, 2020

It’s this quote that is motivating me to write this blog post for you. In this blog post, I’m going to share: Stories of great companies and leaders who speak truthfully. Remember George Raveling’s quote at the beginning of this blog post? “A RELATED : What is an Employee Advisory Board (EAB)? I think they can.

Culture 103

Culture Company How To Employee Engagement 103

Customer Bliss

AUGUST 22, 2017

Zvi Baida and I discuss his very large “hybrid” role where he runs the service operation and customer experience for Shufersal — the largest supermarket in Israel. He walks us through his customer experience formula and his attempts at uniting process, people and technology. That triumvirate of steps is where the journey began.

Fashion 125

Fashion Social Media Conference Policies 125

Pretium Solutions

JUNE 24, 2020

Your ‘wake up call’ may be a critical event like a statutory deadline or a penalty for failing to comply; perhaps it’s a key employee taking extended leave or resigning; or the loss of a major customer or key supplier. We also offer a Client Advisory Board service – a great resource for every business.

Management 52

Management Resources Financial Sales 52

ClientSuccess

MAY 10, 2022

When a new customer joins your book of business, there are some things that are known right out of the gate. The ‘sale’ of a new customer – aka the monetary amount of the contract – is often looked at as the be-all-end-all metric to determine the value of the customer. What is Customer Lifetime Value.

How To 59

How To Metrics Case Study eBook 59

Alida

NOVEMBER 10, 2016

Many smart companies use Net Promoter Score (NPS) to measure how well they’re meeting the needs and expectations of their customers. Enterprise messaging software company Slack, for instance, treats NPS as a leading indicator of growth, using it to improve its interactions with customers and prospects.

Net Promoter Score 208

Net Promoter Score NPS Effort Score How To 208

Circular Edge

DECEMBER 7, 2022

Blog Credit: Ian McCue, December 5, 2022 (An Insider’s Guide to Getting the Most Out of Your NetSuite Dashboards | NetSuite). When customers talk about how NetSuite enables them to make smarter decisions and run their businesses better, they often call out dashboards as a difference-maker. Three Different Tools to Monitor KPIs.

Comparison 52

Comparison Metrics Competitive Advantage Consulting 52

North Highland

JUNE 25, 2019

In the second part of this blog series, we will consider the tools and techniques that might complement strategic product solutions. This blog was co-authored by: Sarah Foxton. As a result, pension providers and technology players are developing new ideas to solve retirement outcome issues and to better engage passive consumers.

Engagement 73

Engagement Financial Government Consulting 73

2020 Research

MARCH 28, 2023

Embrace the changes and jump on board with the future of qualitative research with this Q&A session featuring Sago P resident, Isaac Rogers. Is there an incentive increase across the board for all qualitative research or just for in-person research? It’s across the board, with pockets of variance.

Gamification 52

Gamification Study Healthcare Groups 52

2020 Research

MARCH 28, 2023

Embrace the changes and jump on board with the future of qualitative research with this Q&A session featuring Sago P resident, Isaac Rogers. Is there an incentive increase across the board for all qualitative research or just for in-person research? It’s across the board, with pockets of variance.

Gamification 52

Gamification Study Healthcare Groups 52

CX Journey

APRIL 10, 2019

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018. But before I outline those 10, there's an even bigger issue that needs to be addressed: thinking that you don't need to listen to customers or ask for feedback at all ! I don't even know how that makes sense.

Survey 80

Survey Metrics Feedback Social Media 80

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

North Highland

JUNE 25, 2019

But improved guidance and advice tools will still be needed within new customer-centric service design solutions. In the process, they enable a shift from traditional financial product management silos to wider customer-centric service design solutions. This blog was co-authored by: Sarah Foxton.

Financial 71

Financial Healthcare Insurance Customer Centricity 71