Customer Bliss

JULY 19, 2019

I know how much you all love when we get straight to the facts and tactics, so I think you’ll really appreciate the tips that come from CX leaders when they answer the question, “how did you assess the work that needs to be done?”. Lucy spent almost a year traveling, listening to salespeople, customers, partners, and going to conferences.

Employee Experience 160

Employee Experience Customer Experience Customer Success Conference 160

delighted

MARCH 15, 2019

First things first - what is a voice of the customer (VoC) program and why should you have one? A VoC program is the way a company gathers, analyzes, and acts on customer feedback to create a customer-centric culture. Ensure your VoC program is set up for success. Use both relationship and transactional surveys.

Net Promoter Score 75

Net Promoter Score Tips NPS Effort Score 75

Survicate

FEBRUARY 20, 2019

On the one hand, with thousands of clients and leads just a couple swipes and clicks away, advertising and collecting feedback has never been so easy. But it’s a full-fledged tragedy if you’re not aware if (and where) your clients are leaving you negative feedback, and can’t make amends or drive your product strategy accordingly.

Feedback 81

Feedback Management Survey Tools 81

ChurnZero

MARCH 28, 2023

When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy. As you grow your customer base, you must also dedicate resources to Customer Success. A successful subscription model depends on retention.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Vanessa Hannay , Director of Customer Success, Muck Rack . Making customers happy is no longer good enough. . . The year was 1909.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

AskNicely

JANUARY 17, 2017

You need to be regularly assessing how your customers feel. Here’s my top tips for measuring and maintaining customer happiness this year: 1) Timing is crucial. Ensure you’re collecting NPS feedback on a regular basis – how else will you know how happy and loyal your customers are? 2) Plug things together.

Net Promoter Score 150

Net Promoter Score NPS Conference Feedback 150

AskNicely

JANUARY 17, 2017

You need to be regularly assessing how your customers feel. Here’s my top tips for measuring and maintaining customer happiness this year: 1) Timing is crucial. Ensure you’re collecting NPS feedback on a regular basis – how else will you know how happy and loyal your customers are? 2) Plug things together.

Net Promoter Score 150

Net Promoter Score NPS Conference Feedback 150

Gainsight

APRIL 23, 2019

These tips are just a taste of the product experience best practices that will be shared at Pulse 2019. Tip #1: Build a self-sufficient team. Tip #2: Inventory requests for easier product roadmap planning. Tip #3: Actively listen to your users. Tip #4: Ask, “Does the product like me?”. What is Pulse 2019?

Tips 49

Tips Management Roadmap Conference 49

ChurnZero

DECEMBER 29, 2020

Check out this post to see if you’re inadvertently sending subliminal negativity to your customers. Customer Success Operations 101: Drive Productivity with Purpose, People, and Process. 9 Must-Have Integrations to Level Up Customer Success Software. 9 Must-Have Integrations to Level Up Customer Success Software.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

ChurnZero

OCTOBER 20, 2020

This is a guest blog post by Sunil Joseph, VP of Customer Success at Avanoo. There has been a seismic shift in terms of how organizations are making the transition to structuring their customer teams to focus on Customer Success and Customer Service separately.

Customer Success 52

Customer Success Customer Journeys Consulting Customers 52

SurveySensum

SEPTEMBER 6, 2023

Follow up with the Promoters and Turn Customer Feedback into Reviews To effectively harness the power of promoters and transform them into enthusiastic brand ambassadors, send them a follow-up question after their NPS feedback. Encourage Social Sharing: Request customers to share their thoughts on social media.

NPS 52

NPS Brands Social Media Net Promoter Score 52

Waypoint Group

JUNE 13, 2018

When I work with Customer Success teams to embed proactive processes to strengthen customer relationships, concerns raised are typically centered on, “I don’t have time for that.” Following up on customer support requests. Helping customer contacts with training. Helping customer contacts with training.

Customer Success 40

Customer Success ROI Voice of Customer Resources 40

Gainsight

JANUARY 10, 2022

Past: Customer Success Started as a Community. The word “community” captures how the Customer Success movement got started. Customer Success Managers” were cropping up in dozens of SaaS companies, but they often felt isolated. Well, community has a special meaning here at Gainsight.

Customer Success 27

Customer Success Chief Customer Officer Hotels Conference 27

Centercode

JULY 21, 2020

Nowhere is this more obvious than events like the Delta Conference. This gathering of Customer Validation professionals is the largest event of its kind, giving people in a historically fragmented field a chance to connect over common challenges and triumphs across a wide range of industries and verticals. ” See our 9.5

Industry 52

Industry Conference Resources Consulting 52

Education Services Group

MAY 12, 2021

TSIA’s conferences are always jam-packed with best practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. Madeline Evans, Digital Customer Success Manager. Joshua Robitaille, Customer Success Program Manager. Customer Content: Video + No CTA = A-Ok.

Interaction 98

Interaction Customer Journeys Touchpoint Customer Success 98

Centercode

DECEMBER 22, 2020

How Defined Processes Are Shaping Success in 2020 (Blog). This combination ebook-and-worksheet is a roadmap for keeping testers engaged, because targeted feedback is critical to product success. Delta ’20: The Virtual Customer Validation Conference. Engaging Testers. The Tester Engagement Pocket Map.

eBook 75

eBook Case Study ROI Roadmap 75

ClientSuccess

APRIL 20, 2017

Paul Pizza is a veteran in the Customer Success space with his experience starting in the late 1990’s when most didn’t even know what the term meant. Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service.

Customer Success 40

Customer Success Case Study Net Promoter Score ROI 40

SmartKarrot

AUGUST 23, 2021

One such surprise that it has unleashed upon us is connecting with the world via virtual conferences. On that note, this step-by-step guide highlights how to host a successful virtual conference for absolute event success. What is a Virtual Conference? How do you create a virtual conference strategy?

Conference 10

Conference How To Social Media Video 10

ClientSuccess

MAY 31, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Question 1.

Customer Success 40

Customer Success eBook Software Customers 40

Kustomer

NOVEMBER 12, 2021

On November 10th and 11th, CX leaders gathered virtually for another edition of our annual conference: Kustomer NOW. A customer-first mindset means If the past 18 months have taught us anything, it’s that the CX landscape can be turned upside down overnight. We always start from the customer and work backwards,” said Evan Hopkins. “We

Omni-Channel 98

Omni-Channel Conference e-support Travel 98

Gainsight

MAY 13, 2020

Product innovation – it is something that is most certainly at the tip of the tongue of every product executive. Interestingly, when you are a leader in a particular space, like Gainsight is in Customer Success technology, the right path consists of multiple important pillars, all connected and working together.

Roadmap 59

Roadmap Innovation Customer Journeys Analysis 59

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

Kayako

MARCH 21, 2017

Building customer trust is no easy feat. I’ve learned a lot about building trust with customer in my years at Kayako. We set out to discover more about our experience and views on providing customer service that drives trust and loyalty. . What is the most overlooked way of building customer trust? ” Shaun.

Interaction 211

Interaction How To Self Service Customers 211

Kayako

NOVEMBER 21, 2018

Even though it costs them more money to offer faster shipping options and free returns, they’re willing to accept it because it makes the buying process more convenient for customers. How do you build a customer-oriented culture? Here are five tips and lessons from brands that have done it successfully.

Culture 120

Culture Banking How To Customer Service 120

Gainsight

JULY 7, 2021

I can pretty vividly remember the first Pulse conference I attended back in 2013. Back then, I was still six months away from launching my own SaaS company, but I was already encumbered with the industry and curious about this up-and-coming category called “Customer Success.”. The More Things Change, the More They Stay the Same.

Social Media 45

Social Media Conference NPS Customer Success 45

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. Develop an engagement plan.

Innovation 100

Innovation Marketing Social Media Healthcare 100

LiveChat

SEPTEMBER 5, 2018

The second offers a more personal experience that can be tailored to that specific customer or customers’ situation. Here are some inbound sales tips on how to approach each one, and what they can do for your business. Host video conferences using Zoom. How do you get customer demos? Recording a product demo.

How To 48

How To Video Sales CRM 48

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Irit Ezips is the Chief Customer Officer and CEO at CSM Practice. Irit has played a pivotal role in shaping Customer Success best practices and methodologies. The following is what she has to say.

Management 52

Management How To Effort Score Customer Success 52

ClientSuccess

NOVEMBER 22, 2022

As a marketing professional, you understand the importance of customer success in driving business growth. And with the rise of customers in control, it has never been more important for marketers to focus on strategies that create and nurture successful customer relationships.

Customer Success 69

Customer Success Strategy Marketing Social Media 69

SmartKarrot

MAY 8, 2023

And the secret is… You can now apply a FREE intelligence layer on your video conferences and impress everyone with your knowledge! Yes, that’s right and today, I will discuss in detail about it so sit back, relax, and get ready to learn how to become the star of every Zoom call with our simple yet effective tips. Read more now.

How To 10

How To Call Recording Conference Tips 10

GetFeedback

DECEMBER 26, 2018

The most common way is by sending customer satisfaction (CSAT) surveys, which ask customers to rate their experiences and share open-ended feedback. In this post, we’ll cover the ins and outs of the CSAT survey and share some proven tips on maximizing your customer satisfaction data. Customer onboarding.

Customer Satisfaction 286

Customer Satisfaction Measurement How To Net Promoter Score 286

SmartKarrot

MAY 3, 2023

Leveraging the power of AI, it is now at your fingertips to revolutionize the way you conduct your Webex conferences and take your communication to the next level. It can detect things like trends in customer feedback , background noise levels, and topics of discussion. You can start off with the following tips and tricks – 1.

How To 10

How To Conference Meeting Video 10

Survicate

MARCH 20, 2019

We’ve asked CEOs and Marketing, Sales, and Customer Success leaders to share their experiences with establishing customer-centrism across the entire organization. The result: a list of actionable tips & best practices that will guide you through the ins and outs of putting your customers first.

Tips 85

Tips Customer Centricity Social Media Insurance 85

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

BirdEye

MARCH 4, 2024

They map out a series of emails or texts to align with the customer journey. Pro tip: There’s no right or wrong number of messages to include in a drip campaign, but generally, somewhere between 4 and 12 is a great goal. Here is a basic rundown: Marketers draft messages, set timing, and establish triggers for sending in advance.

Marketing 109

Marketing How To Multi-Channel Tips 109

Retently

AUGUST 26, 2019

In order to genuinely understand customers and increase retention, businesses need to focus a big part of their resources and manpower on customer feedback. The way someone approaches feedback can make or break their business. How Important Is Customer Feedback? What Is the Customer Feedback Loop?

Feedback 94

Feedback Social Media Effort Score Net Promoter Score 94

Gainsight

MAY 2, 2022

She emphasized that it helped her keep going when times were tough, all in the service of a big goal, a single metric for success. Her approach isn’t so far removed from the best customer success teams’ approach. How do they know what the next logical solution is for existing customers?

Customer Success 52

Customer Success Customers Data Metrics 52