CX Workout - Ideas Blog

OCTOBER 3, 2018

Thank you so much for joining us for today’s webinar. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the Service Profit Chain Institute. Full transcript below: Hello everyone!

Data 40

Data Customer Journeys Consulting Course 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

Thank you so much for joining us for today’s webinar. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the Service Profit Chain Institute. Full transcript below: Hello everyone!

Data 40

Data Customer Journeys Consulting Course 40

ChurnZero

JANUARY 4, 2024

One-to-many customer enablement allows customer success managers to do more by leveraging their expertise as strategic business advisors. Start with simple self-paced courses, in-product guidance, and live online webinars and workshops.” Sign up for an upcoming ChurnZero webinar or pick one to watch on demand.

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

Gainsight

SEPTEMBER 8, 2020

Another pressing problem plaguing customer success? The challenge of scaling customer success was a topic in our recent Gamechanger webinar series. At this event, Gainsight’s Kellie Capote , VP of Client Outcomes, speaks with Kristi Faltorusso , VP of Customer Success at IntelliShift. Engagement. Grow your team .

Knowledge Base 52

Knowledge Base Customer Success Customer Journeys Survey 52

CX Journey

MAY 3, 2016

Through events, webinars, member calls, community forums, mentor-mentee relationships, and experts, there's no shortage of opportunities to learn from peers. Two years ago, the Association launched its own certification program, the CCXP, i.e., Certified Customer Experience Professional. Again, the association is member-driven.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

SurveySparrow

JANUARY 19, 2023

An ROI of 293.66% Yes, Brazilian company Klickpages got an increased ROI of 293.66% by using a thank you page in its lead capture forms. Call-to-Actions (CTAs): The final component is an effective call-to-action (CTA) to move your users onto a desired step in your sales/customer journey. Download Ready!

ROI 52

ROI eBook Feedback Survey 52

SurveySparrow

JANUARY 19, 2023

An ROI of 293.66% Yes, Brazilian company Klickpages got an increased ROI of 293.66% by using a thank you page in its lead capture forms. Call-to-Actions (CTAs): The final component is an effective call-to-action (CTA) to move your users onto a desired step in your sales/customer journey. Download Ready!

ROI 52

ROI eBook Feedback Survey 52

Gainsight

OCTOBER 19, 2021

Compelling answers to these questions, along with the data to support your proposal, will help illustrate the ROI your organization can expect. Of course, that includes salaries, but it also means investing in operational support and teammate success. As your team grows and the customer base expands, their demands grow more complex.

Resources 52

Resources Customer Success ROI Metrics 52

ChurnZero

MAY 17, 2019

Research has shown that the trend towards connecting Customer Success to revenue is growing ever stronger, but there is still much to be done. To delve more into this idea, earlier this week we partnered with the Customer Success Association to bring you a webinar on the topic of – The Case for Billable Customer Success.

Customer Success 64

Customer Success ROI Sales Groups 64

Totango

JANUARY 7, 2020

Consider sharing customer stories, reviews of features that helped customers achieve specific business goals, product roadmap sessions, new feature releases, customer webinars, community posts, and blogs detailing best practices. However, you should never stop offering them more instruction on achieving maximum value.

How To 72

How To Roadmap Meeting Customers 72

Gainsight

MARCH 15, 2023

With economic uncertainty in the air, SaaS and Customer Success teams want to be more efficient and build durable businesses that withstand the market. With a digital-led approach, of course. We should do twice as much for our existing customers, particularly product data insights. I would look across your customer base today.

Strategy 52

Strategy Self Service Trends Case Study 52

SurveySparrow

MARCH 29, 2023

With the increasing number of eCommerce stores, business owners should find ways to streamline the experience of their customers. This is where mapping the ecommerce customer journey becomes important. The typical ecommerce customer journey can take days, and it can involve multiple channels.

Customer Journeys 52

Customer Journeys Ecommerce Touchpoint Social Media 52

CX Workout - Ideas Blog

OCTOBER 3, 2018

Thank you so much for joining us for today’s webinar. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the Service Profit Chain Institute. Full transcript below: Hello everyone!

Data 9

Data Customer Journeys Consulting Course 9

Amity

MARCH 31, 2016

So how exactly is a portfolio of customers like a portfolio of stocks and bonds? Well, take a moment and imagine you want to calculate the return on investment (ROI) for your personal portfolio for the last year. ROI is simply the ratio of your profits for that period divided by the cost of your investments. Of course not.

Measurement 48

Measurement Return on Investment ROI Financial 48

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. Before we go any further, I do want to thank Talkdesk for sponsoring the webinar series, and helping us to make this happen.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

InMoment XI

APRIL 13, 2022

But of course, you should still have in-depth analyses prepared in your back pocket if you encounter someone who is statistically oriented. Like, “what are the best practices to make sure you’re appropriately capturing feedback across the customer journey?” That will drive your success from the top down. Wrapping Things Up.

Metrics 260

Metrics NPS Infographics Effort Score 260

Qualtrics

AUGUST 8, 2019

Of course, ‘captive sticky’ brands need to watch out for disruptors, as there’s only so long people will tolerate bad experiences. There’s now a greater interest in customer loyalty across the board and a view of call centers as a key touchpoint in any customer journey,” says Matt. Register Now.

Call Center 34

Call Center Social Media Brands Survey 34

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. This year, 68% of high performers reported having a role or a team dedicated to customer journey management.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

Qualtrics

AUGUST 8, 2019

Of course, ‘captive sticky’ brands need to watch out for disruptors, as there’s only so long people will tolerate bad experiences. There’s now a greater interest in customer loyalty across the board and a view of call centers as a key touchpoint in any customer journey,” says Matt. Register Now.

Call Center 20

Call Center Social Media Brands Survey 20

Ian Williams

MARCH 19, 2020

Of course, Primark could do things their customer service better, but not necessarily putting people through the door. ” Well, of course you can’t! Of course not! And customer experience is no different. There is of course…. Christopher: Have you ever tried parallel journey mapping?

Leadership 52

Leadership Customer Journeys Course Exercises 52

Gainsight

FEBRUARY 13, 2023

We have pretty robust dashboards across our product suite already, but ensuring that those insights are actionable to the relevant teams is really important right now, because they’ll allow us to be more proactive along the customer journey. So we’re focused on proactively engaging our customers in more thoughtful, data-driven ways.

Customer Insights 52

Customer Insights Strategy Innovation Customer Success 52

Gainsight

NOVEMBER 22, 2022

There is increased pressure on tech buyers to make sure there is a clear need, quick value, and obvious ROI for any software purchase. This pressure is true if you’re in Marketing or Sales, but even more so if you’re in Customer Success. Of course, it needs to meet the changing and growing demands of your customer success strategy.

Technology 52

Technology System Customer Success Consulting 52

Amity

FEBRUARY 2, 2016

From Impossible to Inevitable, where 5,000 attendees will come together over three action-packed days of high-quality networking, learning from those who’ve done it, and of course, great food, generously-poured drinks, and plenty of fun. February 16 - Difficult Decisions and Customer Success Challenges. • Webinars.

Resources 80

Resources Customer Success Customers Customer Retention 80

Grade.us

NOVEMBER 16, 2018

Data Studio is Now Generally Available New Ways to Manage and Measure Your Experiments in Google Optimize Google Measurement Partners: Trusted Measurement Solutions for the Entire Customer Journey. Using Digital Marketing Analytics to Drive ROI: How the Pros Use Insights to Drive Clicks, Calls, and Customers - A free on-demand webinar.

Analytics 29

Analytics Resources Tools eBook 29

Martin Hill-Wilson

AUGUST 27, 2015

If customer focus means more than a poster campaign, it’s a real challenge for executives to provide alternatives to top down change programmes whose high rates of failure we explored in the first post. If Not Competencies, What’s New About Customer Hubs? Without changing anything else (e.g. It seems these benefits have endured.

Omni-Channel 40

Omni-Channel Multi-Channel Sports Social Media 40

Gainsight

DECEMBER 12, 2019

I had a few sections to talk about the Customer Success team, and Gainsight put all the information at my fingertips and saved me from crunching spreadsheets for hours. Register for a webinar on how Ashvin prepares his board presentation. Here’s what the deck looked like (numbers are all sanitized of course): 1.

Net Promoter Score 11

Net Promoter Score Effort Score Metrics ROI 11

TechSee

JULY 14, 2021

The key point is to use a practical ROI analysis as your north star when you’re making a decision on the technology. . For our customers, it’s about making existing self-help better and more effective by adding visual assistance. How do you think the technology can impact the smart home market?

Self Service 207

Self Service B2B Video Contact Center 207

CustomerSuccessBox

NOVEMBER 24, 2021

It is at that stage that customers start seeing value in your offering. However, the perceived value can change over the course of his/her journey. The value that the customer thinks, s/he will receive before purchasing your product often differs after it is purchased. ROI of Customer Value.

ROI 52

ROI Poor Customer Service Social Media Net Promoter Score 52