ShepHyken

OCTOBER 19, 2018

It’s not only showing the right content on the web or via email but can decide if these are even the appropriate channels to engage with a customer at any given time. For [customer support and marketing] employees, the main benefit is operational efficiency. Anticipating and recommending new options for customers based on past history.

Customer Service 110

Customer Service e-support Chatbots Automotive 110

ShepHyken

MAY 10, 2019

You can then broaden your customer base by offering support in languages other than English. Read Shep’s latest Forbes article: What Your Customers Really Want. The post Guest Blog: What is Outsourced Customer Support and Why Do You Need it appeared first on Shep Hyken. Fast and round-the-clock response.

Resources 108

Resources Customers Groups Customer Service 108

ShepHyken

FEBRUARY 16, 2018

This week we feature an article by Daniel Bakst who explains why competitive benchmarking is key to better serving your customer base. – Shep Hyken. Contextualizing your brand’s place amongst competitors in the industry you encompass is vital to creating a leading Customer Experience.

Measurement 86

Measurement Ecommerce Analysis Industry 86

CSM Practice

JUNE 15, 2017

In this blog, I am going to share three ways to achieve proper segmentation, which will help you move towards efficiently scaling your customer success team. #1: Value-based segmentation is probably one of the most popular segmentation methods out there. 1: Value Segmentation.

Customer Base 40

Customer Base Customer Success Customer Journeys Groups 40

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. Click here to read the blog.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

ShepHyken

AUGUST 10, 2018

Personalization is key in today’s sophisticated market; creating campaigns for customers based on their personal interests can spark new interests and provide memorable experiences. Again, utilizing historical information, PCA helps with this process by comparing the customers in question with past customers.

Analytics 67

Analytics Social Media Travel Banking 67

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog. How we reached 100,000 unique views a month on LiveChat blog.

Case Study 59

Case Study Chatbots Study Tips 59

InMoment XI

SEPTEMBER 20, 2023

By Simon Fraser, InMoment + Kirstin Simons, NPSx by Bain & Company NPSx by Bain & Company and InMoment recently released the State of CX: UK Consumer Trends Report , an in-depth analysis of customer perceptions on brand experiences across multiple industries.

Net Promoter Score 260

Net Promoter Score NPS Retail Trends 260

Steve DiGioia

OCTOBER 3, 2021

In today’s challenging marketplace, the businesses that anticipate their customers’ needs, make it convenient to purchase, and find ways to do more than expected will create a more loyal customer base than those who don’t. appeared first on Steve DiGioia Customer Service Blog. The moral of the story is….

Customer Base 288

Customer Base Customer Service Training Brands 288

Comm100

JANUARY 2, 2024

This is the promise of Generative AI customer service. Far from being a distant dream, this technology is already reshaping how businesses interact with their customers. This blog will explore the unique advantages of Generative AI in customer service, as well as the challenges it presents.

Customer Service 183

Customer Service Chatbots Interaction Customers 183

Comm100

NOVEMBER 15, 2022

For more information on why digital-first customer service strategies are growing, check out this blog.). To meet their customers’ needs, CCaaS providers are partnering with digital communication platforms to add digital omnichannel capabilities to their product offering. Grow customer base. Increase deal size.

Omni-Channel 210

Omni-Channel Chatbots Social Media Software 210

ShepHyken

MAY 18, 2018

Advertising and marketing your brand is costly, and it’s never certain whether these efforts will attract enough new customers to justify the cost of expensive advertising. Never underestimate the value of a customer base that is loyal to your brand, though. appeared first on Shep Hyken.

Loyalty Programs 79

Loyalty Programs Advertising Loyalty Brands 79

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing. Shep Hyken.

Training 48

Training Customer Service Customer Service Representative Customer Service Training 48

ShepHyken

APRIL 27, 2018

A strong presence on Facebook, Twitter, Instagram, or Snapchat can help you reach new or existing customers. Regardless of your existing customer base and target market, millennials are accustomed to promotions and communications across various social media channels.

Social Media 81

Social Media How To User Experience Touchpoint 81

Comm100

APRIL 2, 2024

The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement. A higher CSAT score not only reflects happier customers but also drives loyalty, positive word-of-mouth, and increased revenue potential.

Strategy 232

Strategy How To Wait Times Customer Satisfaction 232

Steve DiGioia

JUNE 26, 2023

But how is it that businesses throughout the years have built a fantastic and loyal customer base without any of these tactics and survived through depression, market loss, and new technology destined to make them obsolete? RELATED POST: Can Visual Appeal Boost the Customer Experience? Of course not.

Customer Centricity 195

Customer Centricity Course Culture Metrics 195

Totango

FEBRUARY 23, 2024

When CMOs and CCOs form a partnership around their customer knowledge, marketing can focus on customer acquisition while CS focuses on retention, increasing customer lifetime value, and brand advocates who refer more prospects. This partnership helps to activate the flywheel and propel growth from the existing customer base.

Chief Customer Officer 92

Chief Customer Officer Customer Centricity Metrics CRM 92

SAP Customer Experience

JULY 3, 2022

Continuing the blog series of Building Communication Channels for Personalized Engagements Here we are going to create a campaign to invite your existing customer base to join the Communication Category. You should define the target group that is relevant for your communication channel or newsletter.

Communication 81

Communication Groups Customers Customer Base 81

ShepHyken

JULY 20, 2018

A brand reputation monitoring tool that scrapes these sites can serve as a differentiator for your brand because it is a public assertion of your employees’ willingness to provide value and increase the convenience for your customer base. Read Shep’s latest Forbes Articles: Customer Experience Is The New Brand.

Social Media 47

Social Media Brands Consumers Customer Centricity 47

Totango

JULY 8, 2022

But in fact, you should be investing now more than ever in customer success. In order to protect your core business, which is your current customer base, you need to be making the necessary changes to keep up with delivery and communication of value to your customers. It’s time to “shift right.”. How to Shift Right .

Self Service 104

Self Service CRM Customer Retention Customer Journeys 104

Customer Bliss

JUNE 8, 2020

There are also so many businesses moving online for the first time, so we’re emphasizing free education and resources to aid that transition, as well as making a lot of paid features free and discounting software for new customers. We’ll continue to assess what measures are appropriate to support our customer base over the next few months.”

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

Totango

JUNE 15, 2022

We’ve been here before, however, and we know that during uncertain times, protecting your customer base is the most important thing you can do for your business. Customer retention is the lifeblood of recurring revenue enterprises, no matter what the external economic circumstances may be. Focus Your Resources on What Matters.

Customer Success 102

Customer Success Customer relationships Exercises Communication 102

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. What is Pendo? Check out our full list of technology partners or request a new integration.

Data 92

Data Analytics Customer Retention Software 92

ClientSuccess

FEBRUARY 8, 2023

Research Vectors by Vecteezy Many customer success leaders in the SaaS space are faced with the same question: who should own customer renewals? It’s an important question to answer, as it can make all the difference in customer retention and long-term success.

Customer Success 71

Customer Success Sales eBook Resources 71

Totango

JULY 29, 2022

In order to ensure renewals and maximize upsell opportunities, it’s important to consistently provide value throughout the entire customer journey. Let’s take a look at how you can more effectively expand your customer base through proactively pursuing renewal and upsell opportunities. Customer Expansion at its Core .

Strategy 112

Strategy Metrics Customers Consumers 112

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. In this blog, we’ll look at the keys to building a customer-centric roadmap.

Roadmap 98

Roadmap Customer Centricity How To Effort Score 98

Totango

JULY 15, 2022

Detecting and protecting at-risk customers is important even in the best of times, but it is especially critical during times of economic instability when your current customer base is your greatest (and perhaps only) source of dependable revenue growth. .

How To 85

How To Financial Customer Base Leadership 85

Totango

JULY 19, 2022

However, a traditional CRM focuses just on the transaction stage of the customer relationship rather than cultivating growth across the entire customer journey. And since relationships are truly built after the sale is closed, your CRM will no longer be able to meet your needs as you continue to nurture and grow your customer base. .

CRM 90

CRM Customer relationships Customer Success Exercises 90

BirdEye

NOVEMBER 21, 2023

This blog stands apart as a non-overwhelming guide, no-fluff, just actionable insights, offering a streamlined approach to interior design marketing. Explore diverse content formats such as joint blog posts, Instagram takeovers, or collaborative design projects.

Marketing 110

Marketing Social Media Advertising Tips 110

ShepHyken

DECEMBER 8, 2017

With all this, the brand will be able to provide excellent customer service and hence, build long-term loyal customer base. By putting customers’ needs first, an organization can ensure a successful transformation from a Contact Center into a sophisticated and customer friendly Customer Engagement Center.

Contact Center 44

Contact Center Customer Engagement Engagement Customer Service 44

Joe Rawlinson

APRIL 3, 2023

Often, there’s a temptation to spend money on paid ads to get quick results, but organically growing your customer base is a much better option in the long term. Prospective customers are, therefore, more likely to come across your website if you publish great content.

Video 78

Video Customer Retention Metrics Strategy 78

Totango

NOVEMBER 10, 2023

80% of net revenue comes from the customer base. The good news is that customer success leaders and teams are uniquely positioned to be the driving force in these growth efforts. show here [ link ] The post Customer Success Hot Takes! To hear more from these kick-you-know-what leaders, check out the full Totango Live!

Customer Journeys 98

Customer Journeys Customer Success Exercises Touchpoint 98

Comm100

OCTOBER 19, 2022

Sentiment analysis comes in handy when you examine brand monitoring, market research, product analytics, and customer service. It will allow you to be able to work quicker and smart, not only so you can produce more work but to serve the felt needs of your customers based on what they communicate with you. #7

Chatbots 224

Chatbots Omni-Channel Analysis Interaction 224

BirdEye

JULY 5, 2023

However, constantly acquiring new customers without investing in strategies to retain them can prove quite harmful to the bottom line. To first time customers turn into loyal customer, it is important to invest in building relationships with them. This blog helps you grow your business with relationship marketing.

Examples 98

Examples Strategy Marketing Social Media 98

CSM Magazine

MARCH 26, 2024

Agile Development Practices: Adopt agile methodologies to respond quickly to shifting market demands, including regular updates and feature rollouts that excite and retain your customer base. Developer Blogs and Forums: Share behind-the-scenes insights and engage in discussions with your users.

Customer Experience 52

Customer Experience Guidelines Analytics Software 52

Totango

JUNE 15, 2022

While the uncertainty that comes along with rising interest rates and a falling stock market can be scary, there is a silver lining: your current customer base. During periods of economic instability, your customer base may be the only growth channel on which you can depend. Invest in Customer Success.

Self Service 96

Self Service Customer Journeys Touchpoint Analytics 96

kommunicate

JUNE 10, 2021

However, aiming to capitalize on their existing customer base by enhancing experience remains their top agenda. appeared first on Kommunicate Blog. They have a multi-channel sales process, and users regularly ask questions like flight status, fare checks, etc. Their digital [.].

Multi-Channel 52

Multi-Channel Airlines Travel Sales 52