One Millimeter Mindset

OCTOBER 8, 2018

Then put ourselves in the shoes of current and potentially future customers. Are our engagement experience tactics building bridges – or barriers – to the next communication? Do we clutter potential and current customer Inboxes with solicitations from people and brands they do not know? That is scary stuff, folks.

Engagement 74

Engagement Customer Experience Sales Customers 74

Beyond Philosophy

AUGUST 30, 2016

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols.

Customer Satisfaction 60

Customer Satisfaction Measurement B2C B2B 60

Beyond Philosophy

SEPTEMBER 6, 2016

Let us deal with the second challenge first: gaining insight into what represents value for prospective customers. There are three main applications of customer management systems: selling and sales force automation, informal and formal marketing/communications, and customer service.

Multi-Channel 60

Multi-Channel Consulting Study Customers 60

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. Proactive, personalized – even anticipatory – service that exceeds expectations, two-way communication, and engagement help bond the customer to the supplier.

Consulting 60

Consulting Loyalty Advertising Analysis 60

NobelBiz

FEBRUARY 13, 2024

” Chris Robinson, featured in the NobelBiz First Contact podcast, emphasizes the strategic importance of self-service in customer retention: “By implementing comprehensive self-service options, businesses can drastically reduce churn.

Call Center 59

Call Center Self Service Software Contact Center 59

Beyond Philosophy

MAY 14, 2015

More and more of your Customers believe access to self-service options is essential to their relationship with your business. Parature is a research and advisory firm specializing in communicating service-centric best practices. Knowing this, it is critical that you plan your self-service options well.

Self Service 60

Self Service Exercises Analysis Call Center 60

Comm100

JANUARY 19, 2017

When we are approached by a customer who is upset by a defective product or service, responding with a professional apology that offers the customer a hassle-free solution is an important part of ensuring customer retention. White Paper] The Guide to Becoming a Top Performing Live Chat Agent.

Examples 216

Examples Customer Service Representative Customers Customer Service 216

One Millimeter Mindset

APRIL 10, 2019

Learn more by downloading my white paper: New Strategies for Selling to Skeptical Technical Decision Makers by clicking on this LINK. Finding common ground through storytelling catalyzes professional development, workforce engagement and customer and stakeholder success. Why move beyond the stuff that gives them Pause?

Customer Retention 13

Customer Retention Employee Experience Communication Connections 13

SmartKarrot

DECEMBER 2, 2020

She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. Sue Nabeth Moore, Customer Success Leader. Currently, she also serves as an executive member in the CXPA (Customer Experience Professionals Association). Annette Franz, CEO, and Founder, CX Journey Inc.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

Uniphore

JANUARY 4, 2022

White Papers. How are you planning to leverage conversations to drive revenue and customer retention? Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise. Conversational AI Platform. U-Self Serve.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

Comm100

JANUARY 19, 2017

When we are approached by a customer who is upset by a defective product or service, responding with a professional apology that offers the customer a hassle-free solution is an important part of ensuring customer retention. White Paper] The Guide to Becoming a Top Performing Live Chat Agent.

Examples 100

Examples Customer Service Representative Customers Customer Service 100

Qualtrics

MARCH 2, 2021

Talking is so fundamental in communicating and everyone can do it. In customer service, using the right words can help engage customers and prevent them from having a bad experience. Even in marketing, you can make a real impact on how you help customers feel connected with your products. We don't just write white papers.

Customer Service 29

Customer Service Social Media Customer Journeys Customers 29

CSM Magazine

OCTOBER 16, 2020

It is not enough to attract new customers to your services. Customer retention is even more important than customer acquisition. More than that, customer retention is the best form of marketing. Here we discuss some customer retaining methods to apply in this current economic landscape.

Customer Retention 52

Customer Retention Strategy Multi-Channel Self Service 52

SmartKarrot

JUNE 11, 2020

If someone ever asks me to define the journey for customers, I would most likely begin with the definition of a customer’s journey. Well, it is based on the fact that the customer today is more aware and more informed than ever. Credits to social media and instant communication. Final Take.

How To 11

How To Comparison Wireless Fashion 11

Education Services Group

APRIL 25, 2021

Their time should be balanced between a smaller percentage of the reactive activities they need to perform and a higher percentage of the proactive initiatives Customer Success is known for. Digital Communication. Email automation can keep your customers engaged and eliminate repetitive CSM tasks. CS Monetization and Funding.

Customer Success 91

Customer Success Customer Journeys Roadmap Return on Investment 91

One Millimeter Mindset

JANUARY 28, 2019

How much profitability is lost due to workplace communication disconnects? What might your professional success roadmap look like if you focused on developing soft skills and acumen essential to bridging the cross-functional communication gaps which erode profitability? Her playbook of communication hacks, Do YOU Mean Business?

Guidelines 73

Guidelines Roadmap Customer Retention Communication 73

Comm100

OCTOBER 11, 2017

White Paper] The Guide to Becoming a Top Performing Live Chat Operator. Well-trained operators mean better customer satisfaction. Here we offer 12 essential tips for live chat operators to communicating effectively, addressing customer issues efficiently, and representing your brand professionally.

Social Media 116

Social Media Customer Service Strategies Strategy Customer Service 116

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. Does it understand customers, and their individual journeys?

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Bold360

NOVEMBER 30, 2016

In other words, a customer or prospect may ask a question about a product via the company’s built-in chat function on its website or through third-party platforms like Facebook and Slack, where consumers are increasingly engaging brands. What’s more, failing to get it right has detrimental effects on the customer experience.

Chatbots 40

Chatbots Strategy Self Service ROI 40

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. How to Build a Customer Service Knowledge Base. Your knowledge base can include : Quick-start guides. How-to instructions. Product specifications.

Knowledge Base 62

Knowledge Base Self Service Customer Service e-support 62

Comm100

OCTOBER 17, 2017

It’s cheaper and easier to retain customers than it is to attract new ones, which is why it’s no small deal that social media customer service can help you reduce your churn rate. According to Aberdeen, companies that have a well-crafted approach to social media customer care experience 92% customer retention.

Social Media 122

Social Media Customer Service Customer Care Feedback 122