Totango

JULY 24, 2020

The best B2B client expansion strategies achieve this by creating more value for customers — value that they will be willing to pay for. Leverage Voice of Customer Feedback. The goal is to help your customers realize their full potential by giving them the right solutions and guidance to succeed.

B2B 62

B2B Strategy Customer Success Customer Centricity 62

CustomerSuccessBox

MAY 9, 2022

While your company can recruit additional Customer Success Managers and improve the customer experience, you’ll also need a Customer Success dashboard that provides revenue insights into every aspect of the customer journey. Voice of Customer. Customer Success KPIs.

Customer Success 52

Customer Success Net Promoter Score How To Metrics 52

Totango

OCTOBER 13, 2020

Happy customers can multiply your revenue base since each satisfied client might recommend your services to dozens of their peers. Customers who become advocates stimulate enterprise growth and drive value. Customers always want to hear good news and see positive results. Establish, Track, and Celebrate Goals.

Strategy 62

Strategy Effort Score B2B Customer Success 62

Totango

JUNE 23, 2020

Strong scores could encourage you to take action in the form of upsell, cross-sell, and expansion campaigns , or by developing a customer case study or asking the customer to speak at an event. A low score means you must reengage your customer success planning and work to provide additional value to your customer.

Net Promoter Score 62

Net Promoter Score NPS Effort Score How To 62

Wootric CX Blog

SEPTEMBER 13, 2018

For those of you considering text and sentiment analytics, you’ve probably already got a customer experience strategy and a Voice of Customer listening system. You’ve got a C-suite sponsor and they’ve been fostering a customer-centric culture across the whole company with NPS as the guiding star.

Analytics 81

Analytics Tips ROI NPS 81

SurveySparrow

MARCH 9, 2024

Gartner has found out that listening to the voice of customers can increase upselling and cross-selling by 15-20%. At the same time, the report also discusses how the customer retention expenditure can be reduced by 25% as well. It is widely known that catering to customer needs makes a business.

Tools 52

Tools Voice of Customer Touchpoint Social Media 52

Russel Lolacher

JUNE 15, 2021

Much of that advice is a mix of score keeping; being more human and less of a dick; building relationships that matter; solving customer problems; leading with empathy; etc. There are some great brains out there that break all this down into case studies and tactics that leaders can really use to better serve their customers.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

ERDM

JANUARY 22, 2019

By using customer insights and authentic self-defined preferences, however, it is possible to achieve a fivefold increase in response and engagement rates, as demonstrated in the case study in this paper. Traditionally, marketers put customers into one of two buckets: business-to-business (B2B) or business-to-consumer (B2C).

Customer Experience 53

Customer Experience Video Sales ROI 53

ERDM

JANUARY 22, 2019

By using customer insights and authentic self-defined preferences, however, it is possible to achieve a fivefold increase in response and engagement rates, as demonstrated in the case study in this paper. Traditionally, marketers put customers into one of two buckets: business-to-business (B2B) or business-to-consumer (B2C).

Customer Experience 49

Customer Experience Video Sales ROI 49

RapportBoost

DECEMBER 10, 2018

While customer service is his primary expertise, Nate is able to leverage experience in professional services, marketing and sales to connect dots and solve the big problems. I know Nate and Kaye got a few case studies about these topics to share. So, without further introductions, let’s go ahead and get started.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Lumoa

OCTOBER 12, 2020

This is why more and more companies with successful CX and voice of customer programs have turned to the front lines, using text feedback from on the ground individuals that interact with your customers every day through support conversations or through responding to online reviews. The product team conducts an NPS survey.

Feedback 208

Feedback How To NPS Customer Centricity 208

BirdEye

NOVEMBER 20, 2020

In the years that accompanied the rise of online commerce, social media and webchat, we’ve all learned that a customer feedback process that was dependent on a single support channel for customer insights was ultimately a process that wasn’t actually capturing any true insights at all. Case study: David’s Bridal.

Contact Center 105

Contact Center NPS Case Study Comparison 105

Totango

DECEMBER 10, 2019

When you have many customers and departments, it can be hard to organize workflows. It’s also hard to ensure there’s a Customer Success Manager (CSM) assigned to every account and that key events in the customer journey receive the proper response. Organizations need an easy way to get their teams and processes organized.

Customer Retention 64

Customer Retention B2B How To Trends 64

Wootric CX Blog

MAY 12, 2020

Your colleagues in the SaaS world tell you that it’s the best way to take your customers’ pulse. You’ve seen a few case studies claiming it’s the only number you need to measure. It’s true that Net Promoter Score is a great way to engage with your customers and solicit tons of feedback. Failure is an opportunity.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Feedback 98

CX Workout - Ideas Blog

NOVEMBER 17, 2020

A Typical Case Study. . By using our Imaginative Question to capture the True Unfiltered Voice of the Customer, we discovered a high degree of frustration and anger among customers. And the Impact Analysis recommends exactly where your organization should invest time and money to improve the bottom line.

NPS 98

NPS Analysis Poor Customer Service Case Study 98

Second to None

MARCH 26, 2018

The word ‘consumer’ is transactional, cold and lends itself to single customer journeys with singular purchase goals and funnels. On the other hand, the word ‘customer’ suggests a 360 view of an individual who has more complex needs. The brand goes out of its way to not make users feel like customers. 2) Giffgaff.

Consumers 54

Consumers How To User Experience Brands 54

Strativity

JULY 16, 2014

Developing customer experiences in an era where the power in the company/customer relationship has shifted to the customer. Mapping and prioritizing the customer journey. Quantifying the economic value of increasing customer loyalty. Integrating social media into the customer experience.

Customer Experience Management 40

Customer Experience Management Groups CEM Customer Experience 40

Lumoa

APRIL 3, 2018

The Net Promoter System is an open source system, which means you can change&customize the questions for your own purpose. Unfortunately this sometimes leads to misunderstanding the customer feedback and, as a result, ignoring the voice of customers as a whole. Is there a reason to do so ? That is the wrong question.

Net Promoter Score 337

Net Promoter Score NPS Touchpoint Feedback 337