Segmenting Your Customer Base to Scale

Amity

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.

4 customer-based strategies health care can learn from retail

Vision Critical

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.

3 Marketing Strategies to Knock Your Customer Base Out of the Park

Smarter CX

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. Market Trends Customer Experience Marketing

Increase revenue through utilizing existing customer base

Magellan Solutions

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 Improve customer service. Need help in upgrading your customer care?

eBook: Top 6 Benefits of Improving CX Assurance

delivering a high-quality customer experience and investing. customer feedback, because… HOW DO YOU KNOW IF YOUR. 96% of customers don’t. grow their customer base. Customers Retained Strong CX Strategy Weak CX Strategy 89% 33% The folks who get CX right are.

“It’s up to you” – Choices can ruin your customer experience

Heart of the Customer

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.

Training Customers = Losing

Heart of the Customer

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.” Training customers is a losing proposition. Customers form an.

Thinking is bad

Heart of the Customer

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?”

Video: Moments of Truth: Retaining Customers Through the Frontline

MaritzCX

Katy Churches, Director of CX at American Family Insurance, discusses the importance of moments of truth in retaining your customer base. Financial Services

Video: Moments of Truth: Retaining Customers Through the Frontline

MaritzCX

Katy Churches, Director of CX at American Family Insurance, discusses the importance of moments of truth in retaining your customer base

Moments of Truth: Retaining Customers Through the Frontline

MaritzCX

Katy Churches, manager of CX at American Family Insurance, discusses the importance of moments of truth in retaining your customer base

B2C Influence on B2B Customer Expectations

MaritzCX

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.

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B2C Influence on B2B Customer Expectations

MaritzCX

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.

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AEGON – NPS Measurements in Realtime

MaritzCX

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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AEGON – NPS Measurements in Realtime

MaritzCX

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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Listening to Customers Tells You Everything You Need to Know… - Transforming the Customer Experience

Kristina Evey

LISTEN to your Customers. We all know how to do it… but few know how to do it well … and it could be driving your customers away if you don’t do it well. Listen well and you’ll increase sales and customer loyalty. LISTEN to the customer.

Episode #1 – Why All the Fuss About the Customer Experience? - Transforming the Customer Experience

Kristina Evey

What’s all the fuss about the customer experience? This episode explains why the successful companies are using the Customer Experience as a strategic advantage, building a loyal customer base, and increasing their profits. What's all the fuss about the customer experience? This episode explains why the successful companies are using the Customer Experience as a strategic advantage, building a loyal customer base, and increasing their profits.

The Next Generation of Banking

MaritzCX

The banking industry is operating in a changing environment as its customer base evolves from older, traditional users to a younger, technology-driven generation.

The Next Generation of Banking

MaritzCX

The banking industry is operating in a changing environment as its customer base evolves from older, traditional users to a younger, technology-driven generation.

New distribution channels in the automotive industry and its impact on customer satisfaction surveys

MaritzCX

The customer base in the automotive industry is changing at a faster pace than ever before. For a few years now, we have experienced an increasing differentiation of customer segments with different interests and demands.

New distribution channels in the automotive industry and its impact on customer satisfaction surveys

MaritzCX

The customer base in the automotive industry is changing at a faster pace than ever before. For a few years now, we have experienced an increasing differentiation of customer segments with different interests and demands.

[Infographic] 6 Lessons For Your Startup

Amity

You need to establish brand recognition, build a loyal customer base of early adopters, all the while reaching product-market fit on tight resources and with a small, time-starved team. The startup days are the most exciting, yet the most chaotic ones.

How to Create the Perfect Customer Satisfaction Survey: Questions, Tips & Templates

Comm100

Running a successful business requires more than just a great product — it also means that you need to please your customers and ensure their satisfaction. That is why you need to consider ways of getting feedback from your customers through effective customer satisfaction surveys.

4 Steps to Make Your Net Promoter® and CX Program Truly Global

CustomerGauge

As your company grows, so does the diversity and backgrounds of your expanding customer base. Many companies struggle to adapt to a “think globally, act locally, market strategically” approach to their Net Promoter System® and customer experience (CX) program.

The Next Generation of Banking

MaritzCX

The banking industry is operating in a changing environment as its customer base evolves from older, traditional users to a younger, technology-driven generation. To address this changing landscape, national/regional and community banks must be willing to make the necessary investments to keep pace with technological advances and be prepared for changing expectations. That was the. View Article

New distribution channels in the automotive industry and its impact on customer satisfaction surveys

MaritzCX

The customer base in the automotive industry is changing at a faster pace than ever before. For a few years now, we have experienced an increasing differentiation of customer segments with different interests and demands. This change does not stop at clients expectations – in particular, with respect to their buying experience. A credit to. View Article

NPS and Text Analytics—Customer Feedback Decoded

CustomerGauge

So…you’ve surveyed your customer base and now you have a ton of feedback. The post NPS and Text Analytics—Customer Feedback Decoded appeared first on CustomerGauge. How do you extract value from these comments? Or process all this data in a reasonable time frame?

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Vlog Series Part II: Digital Transformation & The Customer Experience

Truthlab

How do you use that persona to improve your customer experience? And, then, actually interview your customers based on these […]. The post Vlog Series Part II: Digital Transformation & The Customer Experience appeared first on truthlab.

Segmenting Customers for Success

natero

"Your segmentation strategy needs to be tailored to your unique customer base and resources so you can boost adoption, minimize churn, and maximize expansion revenue.". Customer Lifecycle Management Customer Success Management

Listening Matters

MaritzCX

Simply satisfying customers with what you perceive to be their needs isn't enough anymore. 60%-80% of customers who claim to be "satisfied" still abandon a business relationship. The difference is listening to the voice of your customers and employees

Listening Matters

MaritzCX

Simply satisfying customers with what you perceive to be their needs isn't enough anymore. 60%-80% of customers who claim to be "satisfied" still abandon a business relationship. The difference is listening to the voice of your customers and employees

Do’s & Don’ts When using Live Chat for your Website

ProProfs Chat

A strong and satisfied customer base is one of the most important factors for a business to reach new heights of success. If you lack strong customer base, it may become difficult for your organization to proceed further in this competitive market. Customer Support

The 3 Hottest Trends Impacting Outsourced Customer Care

BlueOcean

The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind. That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of your outsourced customer care.

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Is this the end of targeted customer marketing?

SuiteCX

He questions commonly held beliefs including whether Marketers should segment their customer base, the relevance of targeting heavy users and whether loyalty programs have any effect. There has been a bit of a revolution going on in Marketing. Sparked by the remarkable success of a book by Byron Sharp: How Brands Grow. Sharp discusses a series of Marketing Laws in an attempt to impose science (or at least empiricism) on marketing.

[Infographic] 5 Tips to Calculate Your Customer Health Scores

Amity

How do you know if a customer is healthy? By referring to their Customer Health Score of course! When you're considering whether to establish a Customer Health Score, typically your end goal is to develop an Early Warning System to help your team focus on proactive Customer Success.

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Why Shopper Insights need Customer Journey Mapping

Gold Research

Most businesses know it’s important to do some research about their customer base. Understanding how a potential customer thinks and acts during the brand determination and shopping experience is critical information for product development and marketing teams.

Scaling Customer Success: Technology vs. Headcount

natero

Cash-flow and funding can limit headcount for many early-stage SaaS companies, and at the outset, the Customer Success function often falls upon a team of one. As the customer base grows, this team of one will need to figure out how to scale their role — and do so quickly.

Supporting Customer Values is More than a Nice Gesture—it’s A Necessity

Think Customers

Why risk alienating parts of your customer base? But in fact, more and more customers seek brands that proactively promote values and beliefs that are aligned with their own. Corporations have long avoided taking sides on controversial issues.

Listening Matters

MaritzCX

Simply satisfying customers with what you perceive to be their needs isn't enough anymore. 60%-80% of customers who claim to be "satisfied" still abandon a business relationship. Yet there are companies who continue to grow a loyal customer base, and who steadily grow their profitability. The difference is listening to the voice of your customers and employees Employee turnover averages 20%-50% a year for U.S.

Turning “Little Data” into Big Productivity Gains

Heart of the Customer

Big data has the potential to completely change how you treat customers based on a better understanding of their behaviors. The post Turning “Little Data” into Big Productivity Gains appeared first on Heart of the Customer. Customer Experience

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