Beyond Philosophy

NOVEMBER 25, 2021

When I worked in corporate life, we sold large communication systems, which were also complicated. Determining how to communicate the details of our advantages to customers was challenging. . How Are Customers Evaluating Their Options? However, his customers might choose based on something easier to compare. .

Hospitality 78

Hospitality CRM Insurance Travel 78

C3Centricity

MARCH 18, 2020

Who are your customers? Instead, ask yourself who your customers really are. If you can’t give all these details about your customers, then you’re in serious trouble. Knowing your customers takes more than demographics. How are your customers changing? Are you following how your customers are changing?

Marketing 156

Marketing Advertising Brands Consumers 156

ProProfs Chat

APRIL 24, 2020

We’ve seen popular brands create some of the most memorable and successful customer service stories. Believe it or not, but customer service psychology is one of the driving factors for their success. So, when you think of satisfying your customers, you need to ensure that: Your operators are empathetic towards the customers.

Tips 82

Tips Customer Service Social Media Chatbots 82

CX Journey

MAY 17, 2017

Last month, I wrote about 20 tips to design better customer surveys. But what if you've been listening to customers for years? When was the last time you took a long, hard look at what you've been doing in terms of listening to customers in order to figure out if it's time for a redesign or a major overhaul?

Survey 159

Survey Feedback Social Media Roadmap 159

Daniel Group

SEPTEMBER 1, 2019

I’ve heard this question a lot from companies who measure customer loyalty using a 1-10 rating scale. A number of popular customer loyalty measurement systems sort customers into loyalty buckets based on their answers to a 1-10 rating question, and an 8 often falls into a middle-of-the-road “ meh ” bucket. Not the customer.

Loyalty 53

Loyalty Net Promoter Score NPS System 53

CSM Practice

AUGUST 26, 2019

A while back, I sat down with Paul Piazza for a fireside chat at one of our PulseLocal Silicon Valley Customer Success event series. At that time, Paul Piazza had already had multiple Customer Success systems deployed and configured. Changing management is hard but critical to the success of a CS team.

System 49

System Customer Success Net Promoter Score ROI 49

Qualtrics

MARCH 19, 2020

Instead, you’ll need to reprioritize your efforts to align with the changing needs of the organization. Five Principles For Making Changes To Your XM Program. Take a hiatus on metrics. That may mean targeting a different group of customers and asking a different set of questions. Those things will likely need to change.

Airlines 56

Airlines Metrics Effort Score Survey 56

CX Journey

AUGUST 16, 2016

Last month, I wrote about the concept of lean management and what that means not only for your company but also for your customers. Have a fanatical focus on customers, as they are the beginning and end of everything in lean. Image courtesy of 12:51_photography Are your company executives lean leaders?

Company 80

Company Leadership Culture Touchpoint 80

Kustomer

SEPTEMBER 3, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe is joined by Nate Brown to discuss the effects of COVID-19 on businesses and how companies need to adapt to them. Nate is the Founder of CX Accelerator , a virtual community that encourages and supports CX professionals in the tough work that they do.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

CSM Practice

MAY 13, 2020

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. At CSM Practice, we are following the Covid-19 situation and its impact on customer success closely.

Customer Success 128

Customer Success Effort Score Customer Centricity Video 128

Integrity Solutions

SEPTEMBER 28, 2023

It’s never been more important to understand your customers and what they value. It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. But great customer experiences don’t just happen.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

CSM Practice

MAY 16, 2020

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. At CSM Practice, we are following the Covid-19 situation and its impact on customer success closely.

Customer Success 52

Customer Success Effort Score Video Financial 52

Totango

AUGUST 7, 2020

The challenge of the digital marketplace is to make every customer feel like they are your only customer. Thankfully, the same advances that helped build that digital market also make it possible to provide every customer with personalized service. What Is Customer Success Automation? Matching Expertise to Customer Needs.

Customer Success 62

Customer Success Software Customer Centricity Metrics 62

ClientSuccess

OCTOBER 12, 2020

If there is one thing that customer success managers have learned throughout the ups and downs of 2020, it’s that there is no such thing as being too prepared. The SaaS industry has gone through a ton of instability this year, and seasoned CSMs know that this time of change is far from over. Steps for a PROACTIVE customer success team.

Customer Success 59

Customer Success Customer Journeys eBook Leadership 59

Totango

MARCH 7, 2019

Think of them as your customers—even when they’re heading out the door. That’s the ideal approach when a customer lapses. Today’s customer-centered economy means every customer should feel your product is built around their needs. You don’t have to give up on your customers, though. Why Did They Churn?

Strategy 76

Strategy Social Media Customer Success Customers 76

Grade.us

JULY 17, 2018

Your client's customers seem to be less interested in their products or services. Customers change. Your client's customers are in a constant state of flux. The demands placed on their customers is greater than ever before. Whether you realize it or not, customers expect your clients to adapt to their needs.

Strategy 20

Strategy Marketing Chatbots Social Media 20