Expert insights. Personalized for you.
Choices make or break your customer experience. Design them well and they make life easier on your customers. But leave them to chance and they can drag down your customer experience. I’m teaching a series customer experience workshops for an insurance company. I called the claims number at State Farm, where I’ve been a customer for over 25 years. Your customer experience is all about emotions. Customer Experience Customer-Based Capabilities MORE
Do you trap your customers? Do you try to force customers who use one product to use another? By trapping customers into our systems, we believe they’ll learn to like our systems, and we’ll come out ahead. Instead, we frustrate our customers so much that they end up leaving us altogether. I was once a LexisNexis customer, managing 25 accounts. Trapping customers feels like a good strategy, but never works. MORE
Age of the Customer B2B Marketing Chief Marketing Officer CMO Trends Customer Engagement customer experience customer loyalty Portfolio Marketing SiriusDecisions Research MORE
Long after the Affordable Care Act spurred a shift from fee-for-service to value-based , patient-centric care, many health care providers are still at a loss. Enter: The kings of customer-centric service, interaction and engagement—retail brands. The health care industry has frequently lagged behind other industries in terms of technology and customer service developments. MORE
Customer Experience for the big Launch of your Product One of the big mistakes we often make is we plan this big launch and we invest in an event where we invite the best of best in industry only realising later it only landed you in this initial hype of congratulatory messages. That's where understanding of customer experience comes handy! Here is the customer journey and find a means to know direct from your customer what he thinks about your product/portal. MORE
Mike Bowman, Director of Operations for Educational Computer Systems Inc (ECSI) experienced his customer base (largely made up of students with loans) specifically telling him that they didn’t want to speak to agents, which led to him deploying an omnichannel contact center. MORE
My wife doesn’t really know what I do, so how can I effectively communicate customer experience to somebody who’s never heard of it? If they don’t give me a blank look, most folks hear customer experience and ask, “So, you work in a call center?” I explored the difference between customer service and experience in this post about Target’s data breach. Here’s what I’ve tried: “I prevent customers from having to think.” MORE
In the first post of this three part series, Effective Customer Service Can be the Key to Small Business Growth, we talked about how small businesses need to protect their existing customer base if they want to achieve meaningful, sustainable growth. MORE
Katy Churches, Director of CX at American Family Insurance, discusses the importance of moments of truth in retaining your customer base MORE
Unless your business is focused on a specific age group, targeting one generation to the exclusion of others is not always a good strategy. MORE
As your company grows and more customers are added to your care, you will either need to hire more people, or be smarter with your time. To scale your Customer Success team, you will need to segment your customers and apply the appropriate engagement model. This means defining the appropriate amount of time and resources to mitigate the related level of risk each customer segment entails. One rule is to assign one Customer Success Manager per every 2 MM in ARR. MORE
Katy Churches, manager of CX at American Family Insurance, discusses the importance of moments of truth in retaining your customer base MORE
As your company grows and more customers are added to your care, you will either need to hire more people, or be smarter with your time. To scale your Customer Success team, you will need to segment your customers and apply the appropriate engagement model. This means defining the appropriate amount of time and resources to mitigate the related level of risk each customer segment entails. One rule is to assign one Customer Success Manager per every 2 MM in ARR. MORE
“Customers aren’t filling out our form completely. ” “We just need to teach our customers how to use our website so they won’t call us so much.” ” ———— These are all actual quotes from employees we’ve worked with while leading customer experience workshops. Training customers is a losing proposition. Customer training programs are the last vestige of the internally-focused company. MORE
It won't help your small business if you're pulling in new customers through the front door while losing the same number of existing customers out the back door. To experience sustainable growth, shut that back door by taking care of your customer base with effective service. MORE
But, in the business world there are certain minimums that a customer can expect, right? The post Are You Looking to Upset Your Customer? Customer Service Are You Looking to Upset Your Customer customer basebecause one size doesn't fit all. This original article was written by Steve DiGioia. I’m easy to please, at least I think so; and I’m not high-maintenance. I don’t have unreasonable requests, and I understand things don’t always go as planned. MORE
Katy Churches, Director of CX at American Family Insurance, discusses the importance of moments of truth in retaining your customer base. Financial Services MORE
In the current, increasingly complex economic situation, many CFOs , and others in the organization are reviewing key metrics—particularly Cost of Retention and Customer Acquisition Cost. while the cost to expand an existing customer is only 69 cents. Customer sentiment (e.g. MORE
You can offer your products and services to customers in another country but learning the culture in new markets is the key to an exceptional experience. Customer Service MORE
It’s one thing to wow your current customer base with sales and marketing efforts, but brands can also expand their audiences by using targeted marketing strategies geared toward the exact audience they’re looking to gain. Here are 3 marketing strategies to employ when looking to boost your presence and engage both current and potential customers. The post 3 Marketing Strategies to Knock Your Customer Base Out of the Park appeared first on SmarterCX. MORE
Most businesses spend the majority of their resources on getting new customers that they tend to ignore their most prized asset: their existing customer base or network. “It It is cheaper to retain than acquire a customer,” says 70% of respondents from Econsultancy/Responsys Cross-Channel Marketing Report 2013. Companies that are not “very committed” to customer retention or relationship marketing were surveyed regarding why they tended to be that way. MORE
Real-time NPS measures enable Aegon to establish operational processes to close the feedback loop across multiple touchpoints MOVING TO REALTIME NPS FEEDBACK Aegon’s purpose is to enable their customers to achieve a lifetime of financial security, by offering tailored products and services meeting the needs of their wide customer base. MORE
It is not hard to comprehend that customers are the backbone of any successful business. All the business processes that you implement towards your company’s growth don’t mean a thing if your customer base is not growing. Nuances of growing customer base. MORE
Developing high-quality customer service and world-class customer experiences is key to retaining customers and creating a highly loyal customer base, yet the vast majority of organizations are struggling to do this successfully. MORE
As customers, we love our neighborhood grocer, because he knows exactly what we like and what to recommend. But he has only hundreds of customers. Growing businesses can maintain engagement by using AI and machine learning to personalize their customer experience at scale. MORE
By using social networks and blogging, you can increase your customer base and make new business connections. It can also be a source for a loyal customer base. Besides, customers will quickly lose interest if you show content once per month. Knowledge Base MORE
However, businesses that provide excellent offerings at reasonable prices can win a loyal customer base by providing a […]. The post What Is Customer Experience and Why Is It Important? MORE
There are obvious differences in the way B2C and B2B companies engage, interact with, and serve their respective customer bases. Traditionally, this was appropriately based on significant differences in expectations from those customer groups. However, recent research is indicating that this expectation gap is evaporating at an alarming rate. This should not come as a. View Article. MORE
Creating meaningful connection with your customer-base is difficult with so much noise and distraction in the digital space, clamoring for attention. MORE
Software that can benefit customers, employees, and businesses, sounds a little too good to be true, but that's exactly what modern customer service management software is capable of. MORE
Miraka wanted to see how their values as M?ori ori brand would resonate with an audience abroad. Remote research was critical to understanding this new market. MORE
SaaS Tattler Issue 83 - Tools to Support Your Growing Customer Base. Yes, we recognize that some companies are a bit premature for a Customer Success Platform. However, that shouldn’t stop them from making their customers successful. With all that being said, we’ve dedicated this issue of the SaaS Tattler to helping CSMs find amazing tools to support their growing customer base. Tools of the trade: Apps for customer success. MORE
Customer Base Related Topics 
Alida
APRIL 5, 2017
Long after the Affordable Care Act spurred a shift from fee-for-service to value-based , patient-centric care, many health care providers are still at a loss. Enter: The kings of customer-centric service, interaction and engagement—retail brands. The health care industry has frequently lagged behind other industries in terms of technology and customer service developments.
SmartKarrot
OCTOBER 16, 2020
It is not hard to comprehend that customers are the backbone of any successful business. All the business processes that you implement towards your company’s growth don’t mean a thing if your customer base is not growing. Nuances of growing customer base.
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Amity
JUNE 15, 2017
As your company grows and more customers are added to your care, you will either need to hire more people, or be smarter with your time. To scale your Customer Success team, you will need to segment your customers and apply the appropriate engagement model. This means defining the appropriate amount of time and resources to mitigate the related level of risk each customer segment entails. One rule is to assign one Customer Success Manager per every 2 MM in ARR.
Forrester's Customer Insights
MARCH 10, 2021
Age of the Customer B2B Marketing Chief Marketing Officer CMO Trends Customer Engagement customer experience customer loyalty Portfolio Marketing SiriusDecisions Research
Speaker: Natasha Husein, Product Marketing Manager, Clever
When you’re building a Customer Education program, your efforts will largely focus on content creation and strategy. In the midst of that development, it’s easy to overlook another core component of your program: marketing. In this webinar, Natasha Husein, Product Marketing Manager at classroom learning technology company, Clever, will present her strategy for branding Clever Academy, and creating customer champions that drive widespread program adoption across its broad user base.
Magellan Solutions
OCTOBER 18, 2016
Most businesses spend the majority of their resources on getting new customers that they tend to ignore their most prized asset: their existing customer base or network. “It It is cheaper to retain than acquire a customer,” says 70% of respondents from Econsultancy/Responsys Cross-Channel Marketing Report 2013. Companies that are not “very committed” to customer retention or relationship marketing were surveyed regarding why they tended to be that way.
Amity
MAY 4, 2016
SaaS Tattler Issue 83 - Tools to Support Your Growing Customer Base. Yes, we recognize that some companies are a bit premature for a Customer Success Platform. However, that shouldn’t stop them from making their customers successful. With all that being said, we’ve dedicated this issue of the SaaS Tattler to helping CSMs find amazing tools to support their growing customer base. Tools of the trade: Apps for customer success.
CSM Practice
JUNE 15, 2017
As your company grows and more customers are added to your care, you will either need to hire more people, or be smarter with your time. To scale your Customer Success team, you will need to segment your customers and apply the appropriate engagement model. This means defining the appropriate amount of time and resources to mitigate the related level of risk each customer segment entails. One rule is to assign one Customer Success Manager per every 2 MM in ARR.
Optimove
JANUARY 15, 2020
As customers, we love our neighborhood grocer, because he knows exactly what we like and what to recommend. But he has only hundreds of customers. Growing businesses can maintain engagement by using AI and machine learning to personalize their customer experience at scale.
Win the Customer
MAY 6, 2014
You can offer your products and services to customers in another country but learning the culture in new markets is the key to an exceptional experience. Customer Service
Advertiser: ZoomInfo
ZoomInfo has created the following eBook to help other B2B organizations gain insights on how to launch their own data-driven ABM strategy. In this eBook, we will reveal the good and the bad from our own campaign and highlight some key takeaways on how to improve your ABM strategies moving forward.
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dscout People Nerds
MARCH 19, 2020
Miraka wanted to see how their values as M?ori ori brand would resonate with an audience abroad. Remote research was critical to understanding this new market.
Smarter CX
JULY 16, 2018
It’s one thing to wow your current customer base with sales and marketing efforts, but brands can also expand their audiences by using targeted marketing strategies geared toward the exact audience they’re looking to gain. Here are 3 marketing strategies to employ when looking to boost your presence and engage both current and potential customers. The post 3 Marketing Strategies to Knock Your Customer Base Out of the Park appeared first on SmarterCX.
CSM Magazine
DECEMBER 10, 2019
By using social networks and blogging, you can increase your customer base and make new business connections. It can also be a source for a loyal customer base. Besides, customers will quickly lose interest if you show content once per month. Knowledge Base
Quadient
JULY 11, 2019
Unless your business is focused on a specific age group, targeting one generation to the exclusion of others is not always a good strategy.
Advertiser: Vanilla Forums
This eBook will focus on exploring the process of digital support transformations, including the types of support solutions available that meet customer demands and how to create the best combination for your customer base.
Pink Guava
APRIL 18, 2019
Customer Experience for the big Launch of your Product One of the big mistakes we often make is we plan this big launch and we invest in an event where we invite the best of best in industry only realising later it only landed you in this initial hype of congratulatory messages. That's where understanding of customer experience comes handy! Here is the customer journey and find a means to know direct from your customer what he thinks about your product/portal.
Steve DiGioia
JULY 30, 2018
But, in the business world there are certain minimums that a customer can expect, right? The post Are You Looking to Upset Your Customer? Customer Service Are You Looking to Upset Your Customer customer basebecause one size doesn't fit all. This original article was written by Steve DiGioia. I’m easy to please, at least I think so; and I’m not high-maintenance. I don’t have unreasonable requests, and I understand things don’t always go as planned.
Heart of the Customer
SEPTEMBER 5, 2014
My wife doesn’t really know what I do, so how can I effectively communicate customer experience to somebody who’s never heard of it? If they don’t give me a blank look, most folks hear customer experience and ask, “So, you work in a call center?” I explored the difference between customer service and experience in this post about Target’s data breach. Here’s what I’ve tried: “I prevent customers from having to think.”
Heart of the Customer
OCTOBER 23, 2014
Choices make or break your customer experience. Design them well and they make life easier on your customers. But leave them to chance and they can drag down your customer experience. I’m teaching a series customer experience workshops for an insurance company. I called the claims number at State Farm, where I’ve been a customer for over 25 years. Your customer experience is all about emotions. Customer Experience Customer-Based Capabilities
Speaker: Skilljar Experts
The best onboarding programs have a super power: they’re constantly improving. Here at Skilljar, we’ve learned a thing or two about onboarding, both by crafting our own experience, and by collaborating with the best Customer Education professionals in the world. In our upcoming webinar, we’re going to share these learnings with you.
Heart of the Customer
NOVEMBER 13, 2014
Do you trap your customers? Do you try to force customers who use one product to use another? By trapping customers into our systems, we believe they’ll learn to like our systems, and we’ll come out ahead. Instead, we frustrate our customers so much that they end up leaving us altogether. I was once a LexisNexis customer, managing 25 accounts. Trapping customers feels like a good strategy, but never works.
Heart of the Customer
DECEMBER 4, 2014
“Customers aren’t filling out our form completely. ” “We just need to teach our customers how to use our website so they won’t call us so much.” ” ———— These are all actual quotes from employees we’ve worked with while leading customer experience workshops. Training customers is a losing proposition. Customer training programs are the last vestige of the internally-focused company.
NICE inContact
JUNE 17, 2021
Software that can benefit customers, employees, and businesses, sounds a little too good to be true, but that's exactly what modern customer service management software is capable of.
MaritzCX
NOVEMBER 2, 2015
Katy Churches, manager of CX at American Family Insurance, discusses the importance of moments of truth in retaining your customer base
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NICE inContact
AUGUST 13, 2020
It won't help your small business if you're pulling in new customers through the front door while losing the same number of existing customers out the back door. To experience sustainable growth, shut that back door by taking care of your customer base with effective service.
DemandJump
MARCH 10, 2021
Creating meaningful connection with your customer-base is difficult with so much noise and distraction in the digital space, clamoring for attention.
NICE inContact
SEPTEMBER 22, 2020
In the first post of this three part series, Effective Customer Service Can be the Key to Small Business Growth, we talked about how small businesses need to protect their existing customer base if they want to achieve meaningful, sustainable growth.
NICE inContact
FEBRUARY 13, 2020
Mike Bowman, Director of Operations for Educational Computer Systems Inc (ECSI) experienced his customer base (largely made up of students with loans) specifically telling him that they didn’t want to speak to agents, which led to him deploying an omnichannel contact center.
Advertiser: ZoomInfo
The evolution of every high-functioning, effective customer success strategy centers around three C’s: connected experiences, an engaging customer journey, and a culture built on customer-centricity. Satisfaction won’t cut it. Quarterbacking your customers to long-term success and growth is proven to combat churn and transform customer success teams into revenue-drivers. But where do you start? Download the playbook today!
MaritzCX
NOVEMBER 2, 2015
Katy Churches, Director of CX at American Family Insurance, discusses the importance of moments of truth in retaining your customer base. Financial Services
MaritzCX
NOVEMBER 2, 2015
Katy Churches, Director of CX at American Family Insurance, discusses the importance of moments of truth in retaining your customer base
Advantage Communications
NOVEMBER 10, 2020
Developing high-quality customer service and world-class customer experiences is key to retaining customers and creating a highly loyal customer base, yet the vast majority of organizations are struggling to do this successfully.
Opinionator
JULY 12, 2021
However, businesses that provide excellent offerings at reasonable prices can win a loyal customer base by providing a […]. The post What Is Customer Experience and Why Is It Important?
MaritzCX
JANUARY 23, 2018
There are obvious differences in the way B2C and B2B companies engage, interact with, and serve their respective customer bases. Traditionally, this was appropriately based on significant differences in expectations from those customer groups. However, recent research is indicating that this expectation gap is evaporating at an alarming rate. This should not come as a. View Article.
MaritzCX
JANUARY 11, 2018
Real-time NPS measures enable Aegon to establish operational processes to close the feedback loop across multiple touchpoints MOVING TO REALTIME NPS FEEDBACK Aegon’s purpose is to enable their customers to achieve a lifetime of financial security, by offering tailored products and services meeting the needs of their wide customer base.
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