Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals.

Software 111

Software Customer Success Innovation Report 111

InMoment XI

JULY 13, 2022

You don’t just want to appeal to new customers—you also want to keep your current ones coming back again and again. Not only do returning customers require less introduction to your products and services, but they also tend to spend more than first-time customers, too. NPS is a metric designed to measure customer experience.

Net Promoter Score 491

Net Promoter Score Customer Retention Effort Score NPS 491

Kerry Bodine

MAY 3, 2022

In a recent survey of 1500+ marketing leaders, customer engagement platform Braze found that three of the top four challenges that marketers face related to customer engagement revolve around data: Collecting, integrating, and managing data (32% of respondents listed this as a concern). If you answered “data,” you’re not alone.

Customer Engagement 156

Customer Engagement Engagement Fashion Banking 156

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. Unlocking the power of VoC feedback is vital to the success of any business. Customers are an integral part of any business’s success.

Analysis 208

Analysis Survey Feedback How To 208

Experience Investigators by 360Connext

SEPTEMBER 19, 2023

Whether you’re new to customer experience management or a seasoned leader, it can feel challenging to know where to prioritize your time and resources, can’t it?! There is a lot of area to cover when designing better customer experiences. Or goals are too abstract, like “make every customer experience better than the last.”

How To 248

How To Net Promoter Score Course Customer Journeys 248

Uplight

MARCH 11, 2024

Exciting news: Avangrid has been selected as the winner for SECC’s 2024 Best Practices Award in the Cultural Transformation category! This award recognizes Avangrid’s shift toward customer-centricity by developing new organizational philosophies, strategies, and metrics for customer success.

Culture 52

Culture Customer Centricity Metrics Software 52

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. The best of customer success At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.

Customer Success 112

Customer Success Software Customer Satisfaction Feedback 112

Experience Investigators by 360Connext

OCTOBER 3, 2023

Your customers actively give clues about (or directly tell you!) A lot of customer experience teams focus on collecting surveys. Surveys can certainly help us see patterns around satisfaction, loyalty, and other key performance indicators—but customers are getting tired of them. how to improve their experience.

Feedback 270

Feedback How To Social Media Analysis 270

Eptica

JUNE 1, 2022

Author: Pauline Ashenden - Demand Generation Manager 91% of contact centres now have some form of self-service in place for customers according to the ContactBabel Inner Circle Guide to AI-powered Self-Service. Our latest blog discusses how self-service is evolving and explains best practice for successful deployments.

Self Service 118

Self Service How To Interaction Strategy 118

Eptica

OCTOBER 4, 2021

Date: Monday, October 4, 2021 Author: Pauline Ashenden - Marketing Manager The 4 pillars of a successful customer service strategy. In a more disrupted, constantly-changing world, successful customer service requires a new approach. 5 ways to make your customer service more agile and flexible.

Customer Service Strategies 120

Customer Service Strategies Strategy Customer Service Interaction 120

Calabrio

MAY 3, 2021

Here is his story: As the son of immigrants who had to hustle and work together to make ends meet, it’s no surprise that David Flores developed a natural, innate sense of drive and collaboration—qualities that formed the foundation of his successful contact center management career. That’s why I don’t micro-manage.

Contact Center 264

Contact Center Leadership Financial Survey 264

Eptica

SEPTEMBER 24, 2021

You might also be interested in these posts: Moving to the cloud – 5 tips for a winning strategy. How to plan for customer service success at peak times. The Peak-End Rule and what it means for customer service. Categorie(s): Best Practice In the old days, the contact centre was seen primarily as a cost centre.

Tips 123

Tips Measurement Interaction Management 123

Totango

NOVEMBER 27, 2023

After several years of relentless pursuit of new business, 2023 made it clear to many companies that growth at all costs is not a sustainable strategy. This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams.

Report 91

Report Trends Customer Success Self Service 91

Gainsight

APRIL 9, 2024

Nick Mehta, CEO at Gainsight and Kellie Capote, Chief Customer Officer at Gainsight kicked off the event and dove deep into why communities are important within the workplace and how to start building them. We believe that community brings a sense of belonging to our customers.

Connections 52

Connections Chief Customer Officer e-support Roadmap 52

C3Centricity

NOVEMBER 5, 2018

In this networked world, more and more successful local brands are attempting global roll-outs. What does it take to repeat the success you’ve had at market level, when you launch globally? Some successful examples of these include Dollar Shave Club , Freda , and Amazon Dash buttons. Understand the Customers.

Brands 206

Brands How To Trends Consumers 206

Eptica

AUGUST 29, 2021

Date: Monday, August 30, 2021 Author: Pauline Ashenden - Demand Generation Manager How to plan for customer service success at peak times. Author: Pauline Ashenden - Demand Generation Manager Every sector faces peaks in demand, where delivering excellent customer service becomes even more business-critical.

Customer Service 115

Customer Service How To Resources Tips 115

Eptica

OCTOBER 15, 2021

You might also be interested in these posts: 5 ways to make your customer service more agile and flexible. The 4 pillars of a successful customer service strategy. Tags: Cloud-based Call Accounting, Controlling Telephone Costs Categories: Best Practice. Share this page on: Tweet.

Customer Service Strategies 124

Customer Service Strategies Software Interaction Communication 124

ClearAction

DECEMBER 26, 2022

CX Index: Cracking the Code in Your Customer Experience Strategy Lynn Hunsaker. The CX Index measures customer experience among brands in 13 industries. To pierce the “Excellent” glass ceiling, your customer experience strategy must shift gears. Customer Loyalty. Customer Loyalty Factors.

Strategy 71

Strategy Customer Experience Policies Loyalty 71

Eptica

SEPTEMBER 7, 2021

Date: Monday, September 6, 2021 Author: Pauline Ashenden - Demand Generation Manager Moving to the cloud – 5 tips for a winning strategy. But planning a successful cloud migration can be a challenge. You might also be interested in these posts: How to plan for customer service success at peak times.

Tips 106

Tips Strategy Technology Interaction 106

SmartMessage Blog

NOVEMBER 22, 2023

Getting information about audience segmentation helps to learn specialized marketing strategies, where tailored communication meets high relevance. With our comprehensive and informative article, you can explore the key categories of audience segmentation, easily start with a step-by-step guide, and identify best practices.

Strategy 52

Strategy Marketing Advertising Analysis 52

Eptica

NOVEMBER 13, 2020

Date: Friday, November 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Delivering impactful results from your Voice of the Customer programme. Author: Pauline Ashenden - Demand Generation Manager Understanding changing customer needs is vital if companies are to increase engagement, satisfaction and long-term revenues.

Trends 126

Trends Analytics Interaction Customers 126

Eptica

OCTOBER 8, 2021

Date: Friday, October 8, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways to make your customer service more agile and flexible. How can they ensure they are meeting customer needs, whatever is happening? The 4 pillars of a successful customer service strategy. Published on: October 08, 2021.

Customer Service 120

Customer Service Trends Customer Service Strategies Meeting 120

Retently

FEBRUARY 21, 2024

Are you wondering which channels are effectively leading customers to your business? surveys are critical tools for uncovering this information, directly influencing your marketing strategy and budget allocation. surveys can reveal which platforms or channels successfully engage your customers. How did you hear about us?”

Survey 78

Survey Social Media Advertising Analysis 78

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer Retention 98

Customer Retention Software Customer Success CRM 98

BirdEye

DECEMBER 26, 2023

But most struggle with the decision as they have no proof that customers will support it. By monitoring customer signals and feedback, you can know your standing in the market and try to become the #1 choice against all odds. Brand salience helps businesses measure customer loyalty and understand their purchase preferences.

Brands 105

Brands Social Media Competitive Advantage Analysis 105

SurveySensum

JANUARY 4, 2024

Questions about its relevance and significance echo in boardrooms and strategy sessions. The truth is, that NPS holds significant weight in measuring customer loyalty and fortifying retention strategies. In this way, there were no issues as the customers directly interacted with the bank’s agents.

Analytics 52

Analytics NPS Banking Analysis 52

Retently

MARCH 18, 2024

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. or a more detailed query, each question is a step towards understanding what makes your customers tick.

Survey 139

Survey Customer Service Strategy Effort Score 139

BirdEye

APRIL 16, 2024

In this comprehensive guide, we’ll walk you through 25 proven strategies to earn loyal followers and maximize your Pinterest marketing campaigns. The first step to Pinterest success is to understand if your audience is looking for project ideas, product inspirations, educational content, etc.

Social Media 69

Social Media Strategy How To Infographics 69

SmartMessage Blog

NOVEMBER 30, 2023

You can step into a new era of marketing transformation with Customer Data Platform! These platforms help you redefine your approach to customer engagement which would enable you to raise your strategy, optimize campaigns, and engage customers like never before. What is a Customer Data Platform?

Data 52

Data Customer Journeys Analytics Touchpoint 52

BirdEye

DECEMBER 30, 2023

With a vast audience of nearly 240 million daily active users, Twitter – currently called ‘X’ – has become a rich platform for brand exposure and customer interaction. A Twitter business profile is a specialized account designed for businesses to promote their products or services, engage with customers, and build their brand.

How To 111

How To Social Media Advertising Analytics 111

Strativity

MARCH 7, 2023

Brands need a strategy that incorporates generative AI. We’re partnering with the world’s best brands to evolve and refine their strategies, positioning them to thrive in an Al-­enabled economy. After all, technologies rarely kill businesses-but inflexible strategies and reluctant leaders do.

Brands 98

Brands Analytics Consumers Technology 98

customer sure

NOVEMBER 27, 2023

We’re delighted to announce that CustomerSure has been named as a finalist in the Trusted Quality Provider category at the Institute of Customer Service ‘UK Customer Satisfaction Awards’ for 2024. CustomerSure was a clear winner for us to partner with for a number of reasons.

Customer Satisfaction 62

Customer Satisfaction Conference Healthcare Insurance 62

Beyond Philosophy

DECEMBER 16, 2021

However, it is also a losing strategy when you are working at winning over customers from the competition. Finding a way to stand out is the secret to long-term customer strategy success. . So, we tend to follow the pack and enjoy some of the success the competition has cultivated.

How To 97

How To Groups Competitive Advantage Strategy 97

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision). Why does this drive growth?

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

Playvox

JANUARY 30, 2024

fall in the “engaged” category. In order to be successful, managers need to be better equipped to provide ongoing feedback and employ effective strategies to boost employee engagement. One strategy is incorporating gamification in the workplace. Implemented correctly, gamification can increase motivation and engagement.

Gamification 79

Gamification Contact Center Training Feedback 79

Eptica

JULY 23, 2021

Date: Friday, July 23, 2021 Author: Guest author: Colin Shaw The Peak-End Rule and what it means for customer service. Author: Guest author: Colin Shaw Understanding the psychology of customer interactions is key to delivering the right experience, at the right time. How to plan for customer service success at peak times.

Customer Service 85

Customer Service Tips Interaction Customers 85

Gainsight

AUGUST 4, 2022

In the decade since Gainsight created the customer success (CS) category, the industry has matured from a reactionary stance, answering post-sales and services needs, into a proactive and sophisticated revenue-generating machine. . Customer success looks a little different at every company and for every customer.

Customer Success 105

Customer Success Management Marketing Analytics 105