Customer Bliss

APRIL 23, 2021

Global Gurus’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as an opportunity to highlight some of my friends and colleagues who are not only on the list, but who have shared their wisdom on my podcast. (And, Chip explained it in this way: “I want to talk about trust.

Customer Experience 273

Customer Experience Consulting Sports Leadership 273

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! We hope so! At Totango Live!

Customer Journeys 98

Customer Journeys Customer Success Exercises Touchpoint 98

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

Sales 89

Sales Customer Success Customers Communication 89

BlueOcean

OCTOBER 8, 2021

Clients of all types turn to our company to make sure their customers receive a high level of service excellence. But as some of you may already know, pursuing customer experience mastery can sometimes mean aiming at a moving target. But did you know that we’re currently living in The Age of the Customer?

Customer Experience 177

Customer Experience Contact Center Culture Study 177

Customer Bliss

MAY 15, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Click here to learn more about the course and enroll. .

Case Study 164

Case Study Chief Customer Officer Video Course 164

Experience Investigators by 360Connext

FEBRUARY 6, 2024

Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

Vonage

MARCH 26, 2018

Customer support agents are the warriors of every organization. They tackle the toughest questions and they’re highly accountable to both the company and the customers they serve. It’s their job to represent the interests of both—make customers happy and uphold company policy—which is a hard role, to say the least.

Roadmap 163

Roadmap eBook Course Policies 163

Totango

MARCH 5, 2021

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

Customer Retention 86

Customer Retention How To Net Promoter Score Effort Score 86

Gainsight

MARCH 2, 2022

One of the biggest—and most encouraging—trends we’ve seen over the past 18 months is that companies are no longer lavishing their customer success investments only on their highest-roller enterprise customers. . More and more businesses are realizing that taking care of all of their customers reaps huge dividends.

Customer Success 98

Customer Success Effort Score Course Culture 98

Beyond Philosophy

FEBRUARY 10, 2020

We also discussed how your Customer Experience plays into the mix to help you facilitate customer-driven growth. . Business Growth has always been at the heart of the Customer Experience movement. Where do we get new customers? New Sales Growth includes expanding your offerings to capture a new type of customer.

Meeting 172

Meeting Hospitality Return on Investment Telecommunications 172

Horizon CX

APRIL 3, 2023

You know you’re in for a lame and frustrating customer service experience when the recorded voice says to you, “Please listen carefully as many of our options have changed.” It’s not like they are the only ones doing this—different options of course, but everyone uses the same boring message.

Contact Center 130

Contact Center Call Center Entertainment System 130

CSM Magazine

FEBRUARY 19, 2024

With sports betting becoming increasingly popular in such a short amount of time, many sportsbooks have had to learn fast about how to deliver the best possible experience for their customer base. Customer service is integral to this experience and operators must strive to achieve an extremely high standard.

Sports 52

Sports Customer Service Customer Experience Poor Customer Service 52

Steve DiGioia

JULY 30, 2018

But, in the business world there are certain minimums that a customer can expect, right? After the installer left, I sat down to enjoy my new service, knowing that the channel numbers, of course, would be different than I had before. The post Are You Looking to Upset Your Customer? As a related thought, read about my pet peeves.

Course 173

Course Customers Company How To 173

ChurnZero

APRIL 12, 2024

Just as customer success is always evolving, so is ChurnZero’s customer success software. Feature Update : Chart and table enhancements for Customer Journeys What’s new : Your Journey Milestones and Tasks just got a facelift! How it makes a difference : Save time on segmentation review, search, and updating.

Course 52

Course Customer Journeys Groups Customer Success 52

Blueshift

AUGUST 31, 2022

Of course, it’s not viable for you to manually create personalized journeys with rich recommendations for each of your customers. In fact, marketing campaigns that use predictive recommendations are 116% more effective than those that do not, according to our 2020 benchmark report. .

Ecommerce 52

Ecommerce How To Retail Course 52

Totango

DECEMBER 14, 2021

The holidays give you a unique annual opportunity to build goodwill with customers that can last all year and promote long-term loyalty. Because of this, knowing how to build customer loyalty during the holidays greatly strengthens your ability to cultivate stronger relationships with your customers.

Loyalty 83

Loyalty How To Net Promoter Score Effort Score 83

CSM Magazine

SEPTEMBER 22, 2022

Your customer retention rate tells you how many of your customers are staying with you, rather than defecting to a competitor. Of course, every business wants to retain 100% of its customers (and increase the amount they spend!), To get started, take a look at these four ways to increase customer retention: 1.

Customer Retention 52

Customer Retention Loyalty ROI Retail 52

Kustomer

NOVEMBER 1, 2021

In this episode of Customer Service Secrets, Gabe Larsen is joined by Paolo Fabrizio, author, speaker, and customer service expert, to discuss digital customer service. Paolo has plenty of experience working with the integration of digital channels, as well as with hiring and training digital customer service assistants. .

Customer Service 97

Customer Service Social Media Customer Journeys Course 97

Comm100

JULY 23, 2019

Can you imagine a customer service agent hanging up on you? How to Hang Up on Customers and Excel at Customer Service” is a course that no one offers, ever. MaximumOn assures our customers that their core live chat offering would always be available for their customers. But the other way around?

Communication 114

Communication Social Media Chatbots Customer Centricity 114

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

Blake Morgan

OCTOBER 17, 2023

                          On this episode of the Modern Customer Podcast, I spoke with Kelly McDonald about meeting customer expectations. Her ideas can be applied everywhere, from call centers to service and customer experience. Instead, she says it’s a whole lot better to actually ask.

Customer Experience 52

Customer Experience Call Center Loyalty Groups 52

ShepHyken

DECEMBER 18, 2019

Last week, I shared ten ideas to drive a better customer experience in 2020. Without any further delay, here are ten more ways to create a better customer experience in 2020. Create your customer service mantra. The mantra is a simple phrase—one sentence or less—that sums up your customer service culture.

Customer Service 124

Customer Service Customer Experience Tips Social Media 124

Customer Bliss

FEBRUARY 12, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. They start with the life of the customer and not with the silos.

Metrics 195

Metrics Chief Customer Officer Video Customers 195

Kustomer

AUGUST 19, 2021

In order to thrive, businesses must understand customer needs on a personal level. This can be achieved by keeping track of customer feedback, analyzing the feedback and using insights to anticipate what they will require in the future. What Is Voice of the Customer? Gather Feedback. Analyze the Data. Take Action.

Social Media 98

Social Media Voice of Customer Analysis Survey 98

ChurnZero

JULY 8, 2022

Oh, by the way, what’s your customer retention?” It was the turn of the millennium, and I was raising a round for a B2B software company—one of four companies that I founded over the course of my 25-year career as a repeat entrepreneur. NRR offers the most clear-cut valuation of your customers’ success.

Metrics 98

Metrics Customer Retention Course Customer Success 98

BirdEye

OCTOBER 11, 2023

Customer experience is much more than just a buzzword, especially in the insurance industry. And that is why it is time to understand the factors contributing to customer experience in the insurance industry. This blog post explores the importance and methods of delivering an exceptional customer experience to your clients.

Insurance 109

Insurance Industry Customer Experience Self Service 109

CSM Magazine

OCTOBER 14, 2022

In today’s fast-paced business environment, customers want a service that is immediate, accurate and efficient. This can be a challenge for businesses that are dealing with high volumes of customer interactions. A decision engine can help businesses meet these customer expectations by providing a way to automate decision-making.

Customer Service 52

Customer Service Customer Service Representative Course Wait Times 52

Team Support

NOVEMBER 30, 2023

Your company’s reputation depends on excellent customer support. Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction.

Omni-Channel 40

Omni-Channel Customer Service How To eBook 40

ThriveableBiz

NOVEMBER 13, 2023

Building Trust with Customers when Gathering Insights - It comes down to relationships in marketing. And for your insights program to be an effective marketing touchpoint, customers must feel respected and safe, as in any relationship. Marketing = Customers + Heart is your road map to building your growth strategy.

Net Promoter Score 52

Net Promoter Score Touchpoint Comparison Social Media 52

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. However, they did this several months ago and suddenly customer retention is starting to dip down again.

Customer Journeys 117

Customer Journeys Customer Experience How To Net Promoter Score 117

CSM Magazine

DECEMBER 18, 2023

Customer Service should be a human experience. Countless companies have lost sight of that crucial fact, often relying on chat or never-ending touch-tone menus that frustrate customers immensely. So much so, that those disgruntled customers often choose to take their business elsewhere. Lost customers mean lost profit.

Customer Service 52

Customer Service Social Media Multi-Channel Poor Customer Service 52

SurveySensum

MARCH 21, 2024

If your customers are looking for Sedan cars and you are selling them SUVs then of course they won’t buy from you! Customer Personas! 63% of marketers create content based on customer personas to enhance their strategies! What is a Customer Persona? But, Why are Customer Personas Important?

How To 52

How To Social Media Competitive Advantage Retail 52

ProProfs Chat

FEBRUARY 23, 2018

What is Customer Analytics? Simply put, customer analytics is the process and technology that organizes and interprets gathered data to reflect the demographics, actions, and habits of your customers. Customer analytics helps take the guesswork out of running a business. Of course, individuals are unpredictable.

Analytics 100

Analytics Sales Customer Experience Course 100

Integrity Solutions

NOVEMBER 23, 2020

A customer-centric strategy is about more than just a values statement or a directive to the team. Are your customers truly at the center of your business universe? A customer-centric culture is one that is relentlessly focused on putting what’s best for the customer at the core of everything you do.

Customer Centricity 127

Customer Centricity Strategy Culture Customers 127

ShepHyken

FEBRUARY 13, 2019

You don’t have to send your customer flowers, but how about an expression of appreciation? It can be something as simple as a thank you note or as elaborate as a customer appreciation event. Any day is a good day to show some customer love. With that in mind, here are five ways to say thank you to your customers.

Fashion 126

Fashion Video Customer Service Training Customers 126

West Monroe

NOVEMBER 20, 2023

Listen to "Customer Success as a Revenue Driver" on Spreaker. About the episode How do you define a strong customer success mindset and what are the benefits? The discussion also touches on the challenges of adopting a customer-first mindset and the significance of digital tools in enhancing customer success efforts.

Customer Success 52

Customer Success Financial Metrics Multi-Channel 52

West Monroe

NOVEMBER 20, 2023

Listen to "Customer Success as a Revenue Driver" on Spreaker. About the episode How do you define a strong customer success mindset and what are the benefits? The discussion also touches on the challenges of adopting a customer-first mindset and the significance of digital tools in enhancing customer success efforts.

Customer Success 52

Customer Success Financial Metrics Multi-Channel 52