NetBase

MAY 25, 2020

As the world recuperates and consumers everywhere are feeling hesitant to resume life as usual, recovery mode must be focused on supplying what customers need – and those needs have changed drastically in the past few months. Retaining customers in the long run depends on how well your brand adapts. Here’s how.

Customer Retention 60

Customer Retention Healthcare Trends Consumers 60

CloudCherry

JULY 18, 2018

Fortunately, there’s a method to Customer Experience Management. To figure out which optimizations will matter the most, start by asking your customers. Through surveys, you generate valuable data about what customers think about your company. Plus, customer experiences aren’t composed of isolated experiences.

Customer Experience Management 170

Customer Experience Management Net Promoter Score Customer Experience Management 170

SmartKarrot

MAY 15, 2023

Key Account Management (KAM) is the art of strategically managing and nurturing these vital accounts, unlocking their full potential and driving long-term growth. In this blog, we present the top seven books for Key Account Management, carefully curated to provide you with a treasure trove of insights, strategies, and practical advice.

Management 10

Management Handbook Case Study Customer Retention 10

inQuba

MAY 23, 2022

Demystifying the Next Evolution of Customer Experience. Customer Journey Management is the process of discovering and optimizing your customers’ journeys as they interact with your brand, to improve customer experience and achieve positive business outcomes. Is Journey Management really important?

Customer Journeys 98

Customer Journeys Omni-Channel Management Multi-Channel 98

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

CSM Practice

MAY 28, 2020

What is the average Customer Success Manager Salary? More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Popular Customer Success Manager Salary Plans. 2. Base + Bonus Plan.

Customer Success 126

Customer Success Management Metrics Effort Score 126

Beyond Philosophy

DECEMBER 5, 2020

The Five Rules for Measuring and Managing Customer Emotions. Ignoring emotion in your Customer Experience strategy is a big mistake and one you can’t afford to make. Incorporating ways to measure and manage customer emotions is critical for your business strategy today. However, it doesn’t have to be.

Measurement 78

Measurement Customer Journeys Management Insurance 78

Playvox

AUGUST 25, 2022

As workforce management professionals, we are faced with the daunting task of figuring out the ideal forecast, matching that forecast with a schedule and then making sure that our “master plan” works in the real world – meaning all the people that we are counting on for their shifts work their shifts as planned.

Management 85

Management Contact Center Exercises Self Service 85

ShepHyken

SEPTEMBER 4, 2023

That’s why I’m excited to share this article by Charles Ryan Minton, one of the top managers in the Marriott/Bonvoy organization. Customer Service as Experience: Fast, Consistent Comms Boost Customer Lifetime Value by Andy Farmer (The Drum) Is it me or do we seem to be stuck in a customer experience (CX) time warp?

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67

CSM Magazine

APRIL 15, 2020

Yes, it is great that you managed to get one more client to your business’s portfolio, but you should also focus on retaining that customer. Customers that remain loyal to your business will bring in other clients. If someone chose your products or services, this doesn’t mean your mission is done. Why is this so important?

Customer Retention 52

Customer Retention Social Media Strategy Advertising 52

Call Center Pros

AUGUST 27, 2018

We’ve created a list of the 10 books we think are most worth your valuable time and that we know are going to turn yourself — and your team — into a high-performing customer happiness engine. Take a look at this book list to learn from the experts about customer service and customer success.

Customer Service 40

Customer Service Call Center Loyalty Customer Service Strategies 40

Ian Williams

MAY 31, 2015

The customer experience ‘movement’ began in earnest around 15 years ago, with the first books on the subject being published shortly after the turn of the millennium. Customer Retention – Let’s start at the very beginning. Something was afoot. They most certainly had a ‘leaky bucket’.

Customer Retention 40

Customer Retention Insurance Customer Journeys Policies 40

ShepHyken

SEPTEMBER 10, 2023

” I’m intrigued by the article as it claims that one way to attract and retain these customers is through visual imagery. My Comment: If a post goes “viral” and brings a lot of attention to a company or brand, there is an opportunity for customer acquisition.

Customer Service 79

Customer Service Loyalty Programs Retail Loyalty 79

InMoment XI

NOVEMBER 2, 2022

Many brands consider merely “managing” experiences to be the finish line of CX design, but there’s a lot more that organizations can accomplish, including genuine Experience Improvement (XI). However, as technology has grown more sophisticated, so too has our understanding of not just how to manage customer experience, but how to improve it.

Touchpoint 324

Touchpoint Customer Experience Design Brands Customer Experience 324

LiveChat

SEPTEMBER 19, 2018

Companies that take customer service seriously and make it a priority in the early stages of existence, shouldn’t forget about customer success management. It’s often mistaken with customer support, so let’s clarify. Customer success management is the next layer on the top of a successful customer support team.

Customer Success 106

Customer Success Strategy Management CRM 106

SurveySensum

SEPTEMBER 4, 2019

What Steve Jobs is teaching us is that the secret of truly customer-centric companies lies in the ability to predict their clients’ needs and wants, and to build around it an omnichannel customer journey. A well-integrated customer experience management can deliver results to improve customer retention.

Customer Experience Management 70

Customer Experience Management Customer Experience Tips Management 70

Experience Investigators by 360Connext

NOVEMBER 20, 2014

This recognition is of particular importance for SaaS (Software as a Service) companies, who are heavily dependent on renewing their existing book of business year after year as a part of their overall revenue strategy. Customer retention is paramount in keeping a SaaS company afloat, particularly as a company matures.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Innovative CX

OCTOBER 13, 2023

Journey Mapping Surveying customers (VOC) Creating ROI’s Hiring CX “program” managers Engaging CX consultants Buying technology Attending CX conferences Listening to CX webinars and podcasts Reading the latest “how to do CX” book. Webinars, books, conferences are certainly great ways to learn about experience management.

Customer Experience 59

Customer Experience Conference Customer Journeys NPS 59

NobelBiz

MAY 14, 2024

. “Conversational analytics revolutionizes call center operations by providing real-time insights into agent performance and customer interactions. Book a demo Conversational Analytics Use Cases Conversational analytics offers a wide range of applications across different industries. Here are some of the most common use cases: 1.

Call Center 59

Call Center Analytics Contact Center Effort Score 59

ShepHyken

JANUARY 10, 2022

A Nation on Hold Wants to Speak With a Manager by Sarah Lyall. The New York Times) The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. Customer Service Is the New Upsell by David Wagoner.

Customer Service 74

Customer Service Loyalty Programs Loyalty Sales 74

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. So, retaining customers becomes necessary for any company to sustain itself in this economic turbulence.

Customer Retention 21

Customer Retention Strategy e-support Social Media 21

Education Services Group

OCTOBER 31, 2023

Written by Colby Bock There are many posts and articles published by leaders in Customer Success that articulate an attempt to guide current and aspiring Customer Success Managers on their role. Technical Guidance : Although I know our products, sometimes I need that extra tech expertise to serve my customers better.

Customer Success 52

Customer Success Customer Retention Customer Voice Report 52

Beyond Philosophy

OCTOBER 15, 2022

If you’d like to read a bit more from Zhecho on emotional attachment being a key factor in customer-drive growth check out this article here. Key Ideas to Improve your Customer Experience. In the book, Dobrev shares research about AI. Follow Colin on LinkedIn and Twitter.

Customer Journeys 78

Customer Journeys Touchpoint Consulting Customer Retention 78

ijgolding

NOVEMBER 9, 2014

Anyway, after calling someone back and holding, I managed to get the package reduced to that of a new customer (aren’t I lucky!) and duly booked the time off work for the change of box. I think that this is frankly disgusting and misleading behaviour! I work hard as a GP seeing people who are sick every day.

Customer Experience 317

Customer Experience Customer Centricity Customer Journeys Customer Retention 317

ChurnZero

MAY 14, 2021

How to Define, Measure, and Advocate for Customer Success Operations. Have you ever wondered: What’s the difference between Customer Success Management and Operations? When should I add Customer Success Operations and how do I advocate for the role? What goals, metrics, and tools does Customer Success Operations use?

Customer Success 81

Customer Success Metrics Customer Retention Tools 81

NobelBiz

APRIL 30, 2024

From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions.

Call Center 105

Call Center Contact Center Chatbots Virtual Agent 105

NobelBiz

APRIL 30, 2024

From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions.

Call Center 104

Call Center Contact Center Chatbots Virtual Agent 104

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. Recommended for you: Winning Live Chat Training for Your Customer Service Team.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

Beyond Philosophy

NOVEMBER 10, 2014

Here are some of the most comprehensive facts and figures that I’ve come across: A recent study of the Value of Customer Experience amongst two $1 billion+ businesses published in Harvard Business Review (HBR) managed to quantify the effects of good customer experience. Keeping Customers results in a high increase in value.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Beyond Philosophy

NOVEMBER 6, 2014

This step tests the resolve of senior management to sacrifice time and resources to creating the Customer Experience that everyone agreed upon to deliver. Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is consistently helping his clients create a magical customer experience like Disney.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Beyond Philosophy

OCTOBER 14, 2014

These four actions evoke emotions that develop a relationship built on a foundation of trust, which can flourish into Customer retention and loyalty over time. Colin Shaw is the founder and CEO of Beyond Philosophy, one of the world’s first organizations devoted to customer experience. Which ones do poorly?

Net Promoter Score 102

Net Promoter Score Data CEM Customer Retention 102

Beyond Philosophy

OCTOBER 6, 2014

They include the following: What is the definition of the type of Customer Experience you want to deliver? Do you have a person or team of people responsible for managing the Customer Experience for your organization? What emotions does your current experience evoke from your Customers? Why or why not?

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Beyond Philosophy

NOVEMBER 10, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

NobelBiz

MAY 7, 2024

NobelBiz’s Dragon Call Initiator (DCI), for example, provides time zone and DNC checks, along with number obfuscation to safeguard sensitive customer information, ensuring secure and compliant communication. Hold Time Management Timely Call Initiation: Ensures calls are initiated in a timely manner.

Call Center 59

Call Center Self Service Wait Times System 59

SmartKarrot

NOVEMBER 16, 2022

The services of these professionals aim at turning each new client or subscriber into a loyal long-term customer. They maintain such a relationship with customers that they feel valued thus improving customer retention and leading to the company’s growth. Enhance retention rate and decrease the churn ratio.

Handbook 10

Handbook Customer Success Chief Customer Officer Analysis 10

Beyond Philosophy

NOVEMBER 18, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129