ClearAction

FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport Lynn Hunsaker Author Lynn Hunsaker at Super Bowl LVII stadium 2023 Leading customer experience as a team sport is essential because every player in your enterprise helps or hinders customer experience performance. It is a lost art that customer experience managers need to thrive.

Sports 71

Sports Customer Experience Handbook Case Study 71

ShepHyken

MAY 9, 2023

Top Takeaways: The Net Promoter Score (NPS) is the question that lets your customer rate the likelihood of them recommending your business on a scale of 0 to 10. Customers are more likely to recommend you after a great experience. The frontline is important, but we need all employees to act based on the feedback of the customers.

Net Promoter Score 62

Net Promoter Score NPS Case Study Roadmap 62

Centercode

SEPTEMBER 1, 2020

In order to facilitate direct and continuous interactions with their customers, they needed more than a beta testing program. The target market insights they’re collecting with Centercode enables them to validate research and guide their roadmap. Download your copy of the Caavo case study here.

ROI 98

ROI Case Study Roadmap Study 98

Seaton CX

JANUARY 4, 2024

Although the data don’t specify which departments got the ax, my experience in B2B software tells me these companies are gutting customer support. Customer service teams are located offsite, or in the basement, using taped-together headsets and hand-me-down laptops. Sales is a hard job—and without sales, there are no customers!)

B2B 52

B2B Case Study Airlines Roadmap 52

AskNicely

FEBRUARY 21, 2018

Please contact a legal professional for advice on how to navigate GDPR and NPS for your company, product, industry, and customers. As a global SaaS company in the customer feedback business, we thought it only fair that we talk a little bit about the GDPR and how it can affect NPS at your company. A Super Brief Primer on the GDPR.

NPS 150

NPS Feedback Net Promoter Score Case Study 150

Gainsight

JANUARY 17, 2020

When you’re trying to deliver an exceptional product, it’s easy to get lost in the constant deluge of customer feedback. So we asked 10 experts the following questions to learn more about how they collect and prioritze customer feedback: What are some of the effective ways you collect feedback?

Feedback 117

Feedback Roadmap ROI Case Study 117

ShepHyken

FEBRUARY 28, 2020

If you’re a Customer Experience specialist, you might think that salespeople are not the kind of role models to get customer care tips from. I give them customer experience tips and insights, not the other way around.”. Like an ambitious salesperson, as a Customer Experience professional, I’m impatient with myself.

Roadmap 116

Roadmap Sales Case Study Airlines 116

Gainsight

FEBRUARY 21, 2020

What makes companies like Slack and Amazon so successful is their dedication to their user’s needs (you might know it as “customer obsession”). Before your next roadmap planning meeting, make sure you’re not making any of the following product experience mistakes and make fixing them a priority.

Case Study 89

Case Study Roadmap Study Feedback 89

NobelBiz

FEBRUARY 6, 2024

Let’s delve into some key aspects: Obtaining Consent: Valid consent from customers is fundamental. Contact centers should ensure that customers explicitly opt-in to receive SMS messages. Opt-Out Mechanisms: Providing customers with simple and accessible opt-out options is crucial.

Innovation 98

Innovation Strategy Contact Center Multi-Channel 98

2020 Research

OCTOBER 18, 2023

During Sago’s recent webinar, “ Harnessing AI in Research: A Roadmap to the Future ,” Raj Manocha, Chief Client Officer of Sago, delved into the current state of AI in market research and how to leverage its capabilities to enhance insights and drive forward-thinking strategies. It’s really about the learnings.

Marketing 108

Marketing Healthcare Analysis Case Study 108

Magellan Solutions

AUGUST 31, 2022

CASE STUDY. CASE STUDY. CASE STUDY. CASE STUDY . Virgin Australia’s online reservation, check-in, and booking system broke in September 2010, leaving 50,000 customers stranded. CASE STUDY. CASE STUDY . 1) IBM & THE TEXAS STATE. In 2004, J.P.

Examples 75

Examples Case Study How To Banking 75

Aveus

MAY 18, 2021

A game-changing revision to CMS rules for Star ratings puts Medicare Advantage plans under extra pressure to deliver an excellent customer experience. Even before this change, customer experience measures had been part of the Stars equation for years, “with roughly $15.1 By Medecision.

Consumers 130

Consumers Healthcare Metrics Case Study 130

ClientSuccess

MARCH 28, 2023

As a SaaS organization scales, there inevitably arises a distinction between SMB customers and enterprise customers. The allocation of resources, in particular, is a critical factor that can either make or break a customer success team’s large account management process. Here are a few factors to consider: 1.

Company 52

Company Management Case Study Customer Journeys 52

AskNicely

JANUARY 29, 2018

What do crime fighting, SaaS technology, real-time customer feedback and New Zealand all have in common? Like any up-and-coming SaaS startup, rapid growth is a big part of Auror’s roadmap to success. It turned out that they were already killing it in the customer happiness department, with an NPS of 50. A lot, actually.

NPS 150

NPS Net Promoter Score Roadmap Retail 150

AWS Machine Learning

MAY 23, 2023

We finish with a case study highlighting the benefits realize by a large AWS and PwC customer who implemented this solution. Case study In this section, we share an illustrative case study from a large insurance company in Canada. The following diagram illustrates this architecture.

Case Study 77

Case Study Government Training Return on Investment 77

Gainsight

SEPTEMBER 21, 2022

There are plenty of unexpected challenges in SaaS right now, as the looming recession becomes a reality, but Customer Success (CS) organizations in particular are adopting digital tactics to overcome and endure these challenges. . Set your customers up for success from day zero with a welcome email that does serious work.

Customer Success 52

Customer Success How To Self Service Case Study 52

Circular Edge

JUNE 17, 2020

Here’s part two, where I’m highlighting how CE supports our customers , the JDE community and Quest in showcasing digital success including case studies , product & service innovations, unique giveaways made by companies running JDE , Covid-19 Bingo Fundraiser and more that made this virtual JDE Week experience great!

Resources 52

Resources Case Study Study Conference 52

Circular Edge

MAY 26, 2023

Blueprint 4D 2023 Recap & Highlights This year’s Blueprint 4D was all about incredible learning experiences, valuable networking opportunities, unique customer appreciation events, and connecting with new & longtime JDE and Cloud friends. What are my profitable and unprofitable customers/products/services?

Case Study 52

Case Study Innovation Study Entertainment 52

ChurnZero

SEPTEMBER 20, 2019

Q&A: How to Build Effective Customer Success Plans. Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully. She has become the “go-to” person for building the ultimate Customer Success model. Q&A Recap.

Customer Success 66

Customer Success Roadmap How To Effort Score 66

Amity

MAY 19, 2017

Achieving Customer Success can be a long and hazardous road, but there’s no reward like knowing that you’ve fostered a new advocate for your company. Advocates are customers who are so confident in the value of your service that they will go to great lengths to let everyone know that you’re worth every penny.

Video 57

Video Case Study Study Roadmap 57

Customer Bliss

MARCH 1, 2019

With startups disrupting more industries than ever, how does your company stay ahead of customer expectations? In this discussion, Thales also shares several case studies that demonstrate how startup companies are disrupting incumbent businesses. Know Where the Value Erosion Moments for Your Customers Are.

Customer Journeys 147

Customer Journeys Healthcare Consumers Case Study 147

SurveySparrow

SEPTEMBER 25, 2023

Customers hold the key to business success and there’s no doubt about that. But, what is it that keeps customers not just coming back for more, but singing praises and referring friends? Well, the answer lies in the art of the customer experience lifecycle. What Is Customer Experience Lifecycle?

Customer Experience 52

Customer Experience Social Media e-support Omni-Channel 52

SurveyGizmo

JUNE 9, 2020

We have shared in previous newsletters how we and our customers are coping with the pandemic. IDC: SurveyGizmo Extends Its Customer Experience Intelligence Reach. Customer Case Study: Sahler Research Assesses Changing Spending Behavior Related to COVID-19. Can China offer a roadmap for consumer spending in the US?

Case Study 80

Case Study Roadmap Survey Course 80

Amity

NOVEMBER 6, 2017

You’ve emailed your customer multiple times, and nothing, still nothing. It’s painful, you can feel the customer getting closer to the dangerous churn zone, but you can’t seem to get a hold of them to chat or even schedule a call. Below are some useful tips to get unresponsive customers to finally get back to you.

How To 81

How To Roadmap Case Study Tips 81

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. ChurnZero vRYG panelists included: Sana Farooq , Director of Customer Success, FloQast. Matt Kearns , Sr.

Customer Success 59

Customer Success Company Management Roadmap 59

delighted

DECEMBER 7, 2021

In this post, we’ll define what product-led growth is, investigate its evolution, and illustrate its benefits with real-life case studies. Lastly, we’ll explore why customer experience surveys are essential when developing your own user-focused product strategy. What is product-led growth? Is product-led growth a new concept?

Case Study 77

Case Study B2B Self Service Software 77

Centercode

DECEMBER 22, 2020

Our team was right there, too, and we’re proud to say that we continued not only to support our customers with our platform and services, but we supported testing professionals with in-depth content to help them adapt and improve. How Arris Saved $1M by Fixing Bugs Before Release (Case Study). Increasing Efficiency.

eBook 75

eBook ROI Case Study Roadmap 75

VDS

SEPTEMBER 28, 2023

Genesys Cloud is a powerful platform that can help you improve customer experience, increase efficiency, and reduce costs. Understanding a Genesys Cloud Migration Migrating your contact center to Genesys Cloud is a crucial step towards improving your customer experience. You can rest assured that your customer data is safe and secure.

Contact Center 52

Contact Center Strategy Roadmap System 52

CustomerSuccessBox

FEBRUARY 14, 2019

The searches for the keyword ‘ Role of a Customer Success Manager ’ have been increasing since the last few years. As companies around the world are getting aware of the importance of Customer Success, the demand for seasoned Customer Success Managers (CSMs) is also increasing exponentially. Why is it so? Reduce churn.

Customer Success 67

Customer Success Management Case Study Study 67

SmartKarrot

SEPTEMBER 2, 2022

Role: VP of Customer Success Location: Remote, Menlo Park, CA, US Organization: AutoService A.I. As a VP of Customer Success, you will onboard and guide customers to enable a seamless implementation experience. Understand every aspect of the customer business and prioritize customer needs.

Customer Success 19

Customer Success Case Study Roadmap Groups 19

Circular Edge

APRIL 22, 2020

Through the theme of “ Re-Imagining JDE ,” Lyle Ekdahl illustrated how customers are leveraging EnterpriseOne 9.2 This is great news for JDE customers, especially for the 70% of those polled who are already running 9.2 ( source: live poll during the JDE keynote, April 21 2020 ). JD Edwards Re-Imagined. Apps & Tools sets.

Resources 52

Resources Innovation Roadmap Self Service 52

Eptica

FEBRUARY 27, 2019

Date: Wednesday, February 27, 2019 Author: Pauline Ashenden - Marketing Manager 5 books to help you build trust across the customer journey. Author: Pauline Ashenden - Marketing Manager In the fast moving world of customer experience keeping up to date with the latest thinking and ideas is vital. Published on: February 27, 2019.

Customer Journeys 93

Customer Journeys Loyalty Case Study Social Media 93

CustomerSuccessBox

OCTOBER 31, 2021

Be it a Quarterly Business Reviews(QBR) or an EBR, these have the potential to gain customer trust, encourage them to interact with the company more frequently, and is an opportunity for the firm to identify if the customer is getting the promised value or not. What are the short-term and long-term priorities of the customer?,

How To 52

How To Roadmap Meeting Case Study 52

Solvvy

JULY 10, 2018

When companies think about customer growth, they immediately think about the sales and marketing teams, then product. But what about customer support? Many companies often overlook the role of customer support in driving revenue. Listening to the Voice of Customers. Using Great Customer Experience as a Differentiator.

Sports 48

Sports Case Study Roadmap Voice of Customer 48

Lithium

DECEMBER 28, 2020

In part two of our event recap, we’ll take a look at the platform, procedures, and philosophy that can help your brand to reach new levels of customer satisfaction and loyalty. Khoros customers are more empowered than ever — and more is on the way. Custom calculations to align analytics to the business. Khoros Communities.

Omni-Channel 52

Omni-Channel Engagement Social Media Roadmap 52

Comm100

SEPTEMBER 22, 2016

Sometimes we learn important customer service skills through training, or through years of hard-earned experience. But we still want you to be able to take advantage of the books that can transform your current customer support operations. Customer Experience 3.0: Chief Customer Officer 2.0: ” – Charles W.

Customer Service 100

Customer Service Case Study Gamification Culture 100

Circular Edge

OCTOBER 30, 2020

One of the things I enjoy most about the JDE community is the incredible opportunity to connect with new & longtime customers, partners & friends while sharing innovative stories & experiences – whether that’s in-person or now virtually. Then a few examples of how customers are innovating with available 9.2

Resources 52

Resources Self Service Case Study Innovation 52