Education Services Group

MAY 16, 2022

Working through business partners to ensure customers are receiving the experience they need in order to be successful. But maybe not by much if I can speak for those who have been working for many years in the complicated environments of multi-modal, multi-channel, and multi-layered customer engagements in the enterprise world.

Customer Engagement 52

Customer Engagement Engagement Multi-Channel Customer Success 52

Optimove

NOVEMBER 29, 2023

Our new report unlocks valuable insights into customer perceptions of AI, and provides tips on how to best use AI to enhance the customer experience and increase lifetime customer value (LCV). Why It Matters: The majority of today’s consumers are embracing the use of AI in marketing — which is great news for retailers.

Report 52

Report Consumers Loyalty Brands 52

ijgolding

FEBRUARY 12, 2018

As many of my followers are aware, one of the highlights of my year is having the honour of participating as a judge at the UK Customer Experience Awards. She has influenced many in her career to date and I am delighted to be able to share her thoughts on my blog so she can inspire many others.

Strategy 132

Strategy Customer Experience Advertising Competitive Advantage 132

Brad Cleveland Blog

AUGUST 25, 2022

Service level can take a big hit in the morning, but if you have staff handling every … Continue reading → The post Service Level from the Perspective of Customers appeared first on Brad Cleveland. Daily service level reports often conceal important information.

Report 48

Report Customers Contact Center Customer relationships 48

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

Experience Investigators by 360Connext

MARCH 11, 2015

Blogs are at the center of many content strategies. It’s the hub of our thought leadership, our perspective on current events, our “x marks the treasure” spot for our social communities! I hope these blogging tips will help you, too. How do you get ideas for your blog content? What keeps you going?

Tips 110

Tips Social Media Leadership Exercises 110

Natalie Petouhof

AUGUST 31, 2022

In this episode, Natalie spoke about the need for empathy today and the shift we need to make from focusing on company-centric business strategies to creating employee and customer-centric experiences. She also discussed the importance of customer feedback and how Amazon has used it to thrive.

Entertainment 52

Entertainment Consulting Conference Customer Centricity 52

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. CSAT surveys are critical in determining challenges that your customers are facing so that you may improve the customer experience.

Omni-Channel 96

Omni-Channel Feedback Customer Experience Data 96

Guavus

JULY 8, 2019

A recent survey by McKinsey & Company of 46 telco CTOs around the globe indicated that the second highest priority, after leadership in the local market, for the rollout of 5G is improved customer experience. Most CSPs have made some attempts to measure customer experience.

Net Promoter Score 45

Net Promoter Score Analytics Customer Care Data 45

ShepHyken

OCTOBER 11, 2019

As a reader of Shep’s blog, I’ll assume you know you’re in the people business. In fact, you probably spend time trying to inspire people (yourself and team members) to serve and create loyalty-building experiences for other people (customers). How have leaders at Airbnb crafted a 21 st -century customer experience?

Technology 97

Technology Customer Experience Hospitality Hotels 97

Brad Cleveland Blog

AUGUST 25, 2022

Service level can take a big hit in the morning, but if you have staff handling every … Continue reading → The post Service Level from the Perspective of Customers appeared first on Brad Cleveland. Daily service level reports often conceal important information.

Report 26

Report Customers Contact Center Customer relationships 26

Blueshift

JANUARY 18, 2024

Customer data plays a pivotal role, yet it often remains inaccessible to marketers. When harnessed by savvy marketers, this goldmine of data becomes the driving force behind personalized, engaging customer experiences. This blog post will delve into 7 key takeaways from the insightful discussions:

Industry 116

Industry ROI Marketing Data 116

ShepHyken

SEPTEMBER 6, 2019

This week we feature an article by Christina Lutrell about understanding the shifting consumer experience while maintaining your customer’s trust. From a business perspective, mobile gives potential and existing customers the ability to onboard and transact wherever, whenever. Security and Identity Protection Expectations.

Consumers 95

Consumers Study Loyalty Technology 95

ShepHyken

AUGUST 30, 2019

This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle. While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value.

Loyalty Programs 106

Loyalty Programs Loyalty Lifetime Customer Poor Customer Service 106

InMoment XI

AUGUST 2, 2023

In our latest report, State of Customer Experience: 2023 UK Consumer Study in partnership with NPSx by Bain & Company, we uncovered the differences between industries and brands and how each brand represents certain values. Start by delving deep into your customers’ perspectives, their pain points, and their expectations.

NPS 260

NPS Customer Centricity Automotive Tips 260

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. Feedback from customers and opinions of management can all be skewed due to a limited perspective.

Culture 86

Culture Company Communication Employee Engagement 86

Amity

OCTOBER 10, 2018

Sharing the ideas of other Customer Success Professionals can help give our community a whole new perspective on the Customer Success world! We are looking for original articles that offer best practices, guides, and tips on the topic of Customer Success. Customer Success Topics We Cover. General trends.

Case Study 60

Case Study Guidelines Tips Financial 60

ShepHyken

FEBRUARY 23, 2018

This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. Be Empathetic: Make it your goal to see the situation from the other person’s perspective.

Customer Satisfaction 92

Customer Satisfaction Exceptional Customer Service Employee Experience Employee Engagement 92

ShepHyken

FEBRUARY 15, 2019

From stock management to sales reports, customer loyalty, and much more, a POS system streamlines your efficiency in ways that pen and paper just can’t. Look for these POS features that can help at the register: Purchase history : Have you received new stock that a returning customer has bought before? It helps them manage stock.

e-support 90

e-support Retail System Sales 90

Brad Cleveland Blog

OCTOBER 14, 2021

They take steps to put themselves in their customers’ shoes. They want to deeply understand the business—its products, employees, and competitors—and experience it as their customers do. Learn as much as you … The post 7 Ways to See Your Business from Your Customers’ Perspective first appeared on Brad Cleveland.

Customers 32

Customers Customer Experience Data Contact Center 32

ShepHyken

OCTOBER 19, 2018

For example, algorithms are able to digest complex customer data and provide relevant content to individuals at the right time. AI-driven chatbots are being deployed more and more within customer support functions, but web personalization extends beyond just automated bots. So, how is AI changing customer experience?

Customer Service 111

Customer Service e-support Chatbots Automotive 111

ShepHyken

JULY 8, 2016

This week on our Friends on Friday guest blog post my colleague, Mike Schoultz shares a few customer experience stories that demonstrate how companies have handled customer experiences, some well and some not so well. It is so important for employees to feel that they can make good customer focused decisions in every situation.

Examples 75

Examples Customer Experience Hotels Social Media 75

ShepHyken

AUGUST 16, 2019

Communicating clearly and effectively is key when working with customers. Clarity will help your team minimize confusion and assist customers fast and more successfully. Also, talk about how you tried to see the game from someone else’s perspective to help you get more cards. for in-person customer service. Crazy Comic.

Communication 88

Communication Training Groups Tips 88

Lumoa

JANUARY 27, 2023

This is especially true when it comes to serving your customers. 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. So what can be done?

Customer Journeys 208

Customer Journeys Customer Experience Customer Service Touchpoint 208

Experience Investigators by 360Connext

SEPTEMBER 6, 2017

Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. “Help customers love our company and brand more!” He promotes the idea of becoming more customer-focused. ” says Marcus. Is it easy?

Net Promoter Score 547

Net Promoter Score How To Customer Centricity Metrics 547

Gainsight

NOVEMBER 20, 2019

In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. Blogs for Product Managers. A step-by-step strategy for new and seasoned PMs alike to learn how to build products customers will love.

Resources 80

Resources Management Conference Groups 80

inmoment

FEBRUARY 28, 2019

The world of customer experience (CX) is constantly changing. CX professionals are always on the lookout for the latest and the greatest way to approach their customers, gain insights from their customer data, and leverage those insights in a way that will help improve experiences as well as the bottom line.

Customer Experience 40

Customer Experience Analytics Technology Employee Experience 40

ShepHyken

SEPTEMBER 7, 2018

This week we feature an article by Michelle Nickolaisen about customer review programs. Accept that you may be reviewed by the customer. Because your team holds the keys to customer relationships, you do have a unique opportunity to enable marketing and sales. A review program. A review program. This is a problem for vendors.

Case Study 82

Case Study ROI B2B Study 82

Clicktools

MAY 12, 2017

The purpose of the training (which included everyone from sales and marketing to customer success and support) was to underscore the power of positive CX, the importance of building trust in customer relationships, and the resulting ROI of doing so. ” Do customers see your business as you see it? .”

Customer Service Representative 45

Customer Service Representative ROI Consumers Survey 45

Brad Cleveland Blog

OCTOBER 14, 2021

They take steps to put themselves in their customers’ shoes. They want to deeply understand the business—its products, employees, and competitors—and experience it as their customers … Continue reading → The post 7 Ways to See Your Business from Your Customers’ Perspective appeared first on Brad Cleveland.

Customers 26

Customers Customer Experience Data Contact Center 26

ShepHyken

DECEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague, Erich Lawson, writes about the importance of being an eco-friendly business and how it can encourage loyalty among consumers. This is a great example of finding out what is important to your customer and making it a priority. Shep Hyken.

Loyalty 86

Loyalty Policies Consumers Exercises 86

customer sure

NOVEMBER 11, 2014

In the last few weeks you might have noticed that we’ve changed course on our blog strategy. People whose businesses are thriving on great customer service. So far we’ve uncovered fantastic advice from two companies dedicated to delivering outstanding customer service. Our initial blogging strategy.

Strategy 91

Strategy Resources Feedback Metrics 91

ClientSuccess

JULY 12, 2017

Stacey came to the CS100 Summit stage armed with a palpable energy and bursting with insight into centering company focus on all things customer success. Stacey is a firm believer that customer success is a responsibility of every business function, and that successful customers require attention from the entire team.

Customer Success 40

Customer Success eBook Metrics Culture 40

ShepHyken

MAY 25, 2018

This week we feature an article by Matt Nolan who shares five keys to building more compelling, sustainable customer relationships. Customer retention used to be considered just a “service problem.” Service has become an always-on, everywhere requirement – in the customer’s eyes, great experiences have to be connected and fluid.

Customer relationships 74

Customer relationships Call Center Customer Retention Advertising 74

ShepHyken

JANUARY 12, 2018

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. Check out our thoughts on customer focus. We often get questions and comments on delivering great customer service and experiences. Not my error.

Customer Service 95

Customer Service Policies Customers Customer Experience 95

Totango

JULY 31, 2024

And, the transition isn’t merely about changing tactics; it’s about reconfiguring your approach to sales, onboarding, and delivering customer value—often with marketing taking the first run. Buyers in large organizations want to bring in best practices whenever possible and are always looking to learn from their trusted vendor partners.

Sales 98

Sales Leadership Industry Tips 98

Clarivate

JANUARY 11, 2024

Continuing this blog series, we present Katie Clapham, Senior Director of IP Partnerships at Clarivate. Today, as Senior Director of IP Partnerships, she is extremely passionate about the field, and is always doing her best to ensure customers, internal customers and agents have a great experience when working with Clarivate.

Meeting 59

Meeting Innovation Industry Customer Experience 59