Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? How Workforce Optimization Works in a Contact Center The most valuable asset in a customer service organization or contact center is your workforce.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. Customer success is an ever-changing role and we’ve seen incredible advancements this year in technology, ideas, and processes to help us all elevate customer success.

Trends 74

Trends Customer Success Effort Score ROI 74

ChurnZero

JANUARY 15, 2021

Looking back at our Customer Success predictions for 2020 , I can’t help but wonder if our CEO, You Mon Tsang, was gazing into his own crystal ball. Before the pandemic hit, You Mon predicted that Customer Success would undergo its first pressure test. “Be Ed Powers , Customer Success Consultant. Be prepared,” he forewarned.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. Let’s get started. Let’s get started.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

Playvox

DECEMBER 21, 2022

For their part, the managers in our study believe they’ve done a good job supporting their remote customer service teams. A 2020 Gartner report suggests that companies’ hesitation to continue remote work is because they perceive it will have negative effects on productivity, trust, and culture — not that it actually does. Motivation.

Contact Center Software 52

Contact Center Software Contact Center Software eBook 52

ClientSuccess

MAY 14, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. From : Cole Sanders, Sr Customer Success Manager. Are my customers actively and consistently achieving some sort of success or outcome?”. “If

Touchpoint 45

Touchpoint Customer Success Engagement Strategy 45

Confirmit

NOVEMBER 15, 2017

One of the industries that’s really started to embrace Customer Experience in recent years is the pharmaceutical market. Many pharma businesses have an interesting, not to say complex, relationship with clients, with many of them being B2B companies who also engage with end customers as part of their marketing strategy.

Effort Score 40

Effort Score Return on Investment eBook Insurance 40

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. Customer results will sell, not features. The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

PeopleMetrics

APRIL 24, 2015

But if we want to improve how we move customers through our businesses, then we need to focus on how we work together. Even in the best organizations, there’s always room to improve delivery of the customer experience. Four Big Ways to Improve Customer Experience. Improving the Entire Customer Experience.

Customer Experience 48

Customer Experience Net Promoter Score Strategy Effort Score 48

InMoment XI

APRIL 3, 2024

For as long as there has been business, there have been customers. And for as long as there have been customers, businesses have had to prioritize creating a positive customer experience. The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

PeopleMetrics

MAY 30, 2015

In customer experience management , those challenges can threaten how we relate to customers as people. We’re trying to help our customers. Customers are people, with needs to satisfy and problems to solve. Customers are people, with needs to satisfy and problems to solve. Customer journeys can be arduous.

Customer Experience 48

Customer Experience Customer Journeys Net Promoter Score Effort Score 48

ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Research Stage. Evaluation Stage.

Metrics 40

Metrics How To Effort Score Customer Success 40

ClientSuccess

JUNE 17, 2019

In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. Whether that revenue comes from an upsell, cross-sell, expansion, or something else, it’s still new revenue attributed to the customer. Align internal goals with customer goals.

Effort Score 42

Effort Score eBook Tips Customer Success 42

Stella Connect

JUNE 28, 2018

Customer service agents would be careerists, loyal to the brand and enthusiastic about serving customers. The customer service organization would take on a life of its own, generating loyal customers and revenue with little effort. It’s not the nature of the customer service role that drives agents out the door.

Call Center 40

Call Center Contact Center Effort Score First Call Resolution 40

Stella Connect

JUNE 28, 2018

Customer service agents would be careerists, loyal to the brand and enthusiastic about serving customers. The customer service organization would take on a life of its own, generating loyal customers and revenue with little effort. It’s not the nature of the customer service role that drives agents out the door.

Call Center 40

Call Center Contact Center Effort Score First Call Resolution 40

PeopleMetrics

FEBRUARY 4, 2015

We’ve written about why we think customer experience is the future of branding , and we’ve given you tips for transforming your workplace into one with a customer-centric culture. But let’s back up a bit and talk about your relationship with customer feedback. Customer feedback makes the customer tangible.

Feedback 48

Feedback Customer Experience Net Promoter Score Customer Centricity 48

Stella Connect

SEPTEMBER 29, 2017

Micro-coaching is coaching that happens in short bursts: a supervisor coaching an individual agent on the spot following a specific customer interaction. Clearly, for customer service organizations that are results-focused, micro-coaching is the way to go. And it’s far more effective than old-school contact center training methods.

Contact Center 53

Contact Center Management Training Effort Score 53

Stella Connect

JANUARY 19, 2018

Not only do agents in each group have distinct needs, but some segments can be moved further to the right with less effort. You’ll derive maximum value from your call center training program if you focus more of your coaching efforts on the red group—the mid performers to the left of the midpoint.

Call Center 41

Call Center Training How To Average Handle Time 41

Stella Connect

SEPTEMBER 29, 2017

Micro-coaching is coaching that happens in short bursts: a supervisor coaching an individual agent on the spot following a specific customer interaction. Clearly, for customer service organizations that are results-focused, micro-coaching is the way to go. And it’s far more effective than old-school contact center training methods.

Contact Center 40

Contact Center Management Effort Score Training 40

Qualtrics

JULY 1, 2021

As Market Research Program Lead, Debra Bunyan has spearheaded efforts to gain insights from external and customer audiences to drive action and better business outcomes. According to Debra, the culture at Asana prior to her arrival two years ago was more focused on customer experience. “At Evolving with BX management.

Brands 26

Brands Marketing Management Effort Score 26

Qualtrics

APRIL 29, 2020

I’m most excited that there’s such a focus on how people are experiencing a company—and the efforts behind trying to improve that.” We’ve done a lot of work with our f ront-line call center roles —which are the face of the company to the majority of our customers. Free eBook: 4 Pillars of Employee Experience Success.

Employee Experience 32

Employee Experience Policies Effort Score eBook 32

Responsetek

MAY 8, 2018

Customer Experience Management (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. Some considerations: What is our primary goal as we measure and strive to improve the overall customer experience?

CEM 40

CEM Strategy Insurance Abandon Rate 40

Stella Connect

MAY 4, 2017

These are the topics we feel are particularly important for contact center leaders to focus on in their efforts to build world-class service organizations and stronger brands. How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees . Amaze Every Customer Every Time. Keynote Presentations.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

Hello Customer

OCTOBER 13, 2021

Many CEOs find that the reality of their company’s Voice of the Customer program fails to deliver on their vision of CX success. In fact, 80% of them say it serves as a basic system of customer data collection and analysis, rather than an actual agent of change. Voice of the Customer Goals and Methodology. are all well and good.

Examples 98

Examples Survey Customer Journeys eBook 98

Comm100

DECEMBER 12, 2017

Companies can no longer rely on having satisfied customers to ensure that they stay in business. Customers expect exemplary service, and offering anything less will turn them away. Satisfied customers do not complain – which is all very well, but it means you won’t get crucial feedback. Quality Management Framework.

Training 105

Training Customer Experience Customer Journeys How To 105

ClientSuccess

SEPTEMBER 24, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. One of those questions asks, “ What are two or three ways you’ve established (or improved) “customer success as a culture” within your organization?

Customer Success 40

Customer Success Culture Leadership NPS 40

ClientSuccess

JULY 9, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. What is one important lesson you learned in your early customer success days that has had a positive impact on your career? Mentor Questions. Question 1.

Customer Success 40

Customer Success NPS Consulting Metrics 40

ChurnZero

FEBRUARY 11, 2022

6 Ways to Capitalize on the C-Suite’s Attention on Customer Success. As a customer success leader, you’re likely familiar with the struggles of gaining executive buy-in and advocating for the criticality of customer success to the larger organization. Tell a story using direct customer input. Make a recommendation.

Customer Success 98

Customer Success Chief Customer Officer Conference Customers 98

Wootric CX Blog

MAY 12, 2020

So you’ve been reading up on Net Promoter Score. Your colleagues in the SaaS world tell you that it’s the best way to take your customers’ pulse. It’s true that Net Promoter Score is a great way to engage with your customers and solicit tons of feedback. Here’s a look at how you can customize segments in Wootric.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Feedback 98

Gainsight

DECEMBER 15, 2021

If you’ve been paying attention to our content the last few weeks, you know Gainsight is excited about our 10 New Laws of Customer Success. Of course, we know not everyone is as enthusiastic about the 10 New Laws of Customer Success. You will see it in the way customers talk about the product. More strategic customer journeys.

Customer Success 59

Customer Success ROI Effort Score Metrics 59

delighted

OCTOBER 21, 2021

As an employer, employee advocacy heightens the visibility of your brand, increasing your footprint with potential customers and employees alike. job applicants) and customers. Employee advocacy programs also: Bolster your marketing efforts , especially on social media. Support a better customer experience.

Tips 91

Tips Social Media How To Net Promoter Score 91

Wootric CX Blog

MARCH 9, 2021

While so many companies are pondering how to grow their customer experience (CX) programs, there are plenty of CX champions looking to start a CX program. With a little guidance, you can quickly build and implement a quality program that helps you: Listen to your customers. Act to optimize the customer experience. email surveys.

Feedback 52

Feedback Net Promoter Score NPS Effort Score 52

Pointillist

JULY 25, 2018

Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. Steps to Implement Customer Journey Analytics.

Customer Journeys 93

Customer Journeys Analytics How To Metrics 93

ClientSuccess

JULY 1, 2019

If there is one thing customer success professionals know, it’s that ensuring customer satisfaction with a product or solution requires the attention and resources of far more than a single person. The most successful organizations don’t simply have customer success teams ; they have customer success companies. .

Customer Success 49

Customer Success Company Net Promoter Score How To 49

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Coach your service team strategically.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Stella Connect

NOVEMBER 7, 2017

Voice of Customer Data: Are You Making the Most of Your Investment? It pains us to think about this scenario, because we know firsthand what voice of customer data programs can do and the growth they can unleash. These programs can also build long-term customer loyalty— the biggest revenue driver of all. Goal Setting.

Data 40

Data Effort Score Contact Center Policies 40

ClientSuccess

APRIL 25, 2018

There seems to be rigorous debate in the SaaS customer success space about the value of measuring customer satisfaction through various survey methodologies, whether CSAT, NPS or CES (customer effort score). Engage Customers By Asking Pointed Questions. The New Ultimate Customer Success Question.

Customer Success 55

Customer Success Effort Score eBook Customer Journeys 55