Totango

JUNE 23, 2020

There has never been a more important time to understand what is going through your customers’ heads. The COVID-19 pandemic has created uncertainty across the market and enterprises of all kinds are looking for a solid understanding of their customer base as they prepare for recovery. Regularly Survey Customers.

Net Promoter Score 62

Net Promoter Score NPS Effort Score How To 62

CustomerSuccessBox

NOVEMBER 16, 2021

They enable customers to take action through either themselves or a chatbot. Having all of your customer information in a single place, you can create the kind of microscopic searches for customers. You can identify customers based on specific behaviors or qualities. Do your homework about customers.

Customer Success 52

Customer Success Management Case Study Rewards Programs 52

Wootric

DECEMBER 21, 2018

This further validates our initial hypothesis that CXInsight would give our customers cutting edge insight in Voice of Customer data regardless of how that data was collected. Our Segment.com integration now supports all three surveys — NPS, CSAT and CES — and surveys can now be triggered based on events.

Analytics 67

Analytics Survey e-support Analysis 67

Qualtrics

JUNE 1, 2021

As we saw in the countless examples at Qualtrics’ WorkDifferent event , there are two critical capabilities that help set organizations and governments apart in our rapidly changing world. And second, the ability to continuously improve each of those experiences to meet the changing nature of what customers and employees expect.

Banking 43

Banking Touchpoint Effort Score Contact Center 43

Alida

OCTOBER 18, 2018

Our flagship customer intelligence event in London was a great opportunity to discuss the latest innovations and product updates in the industry, the constantly evolving expectations of today’s consumer, and how to deliver a superior customer experience in 2018.

How To 113

How To Groups Customers Innovation 113

SmartKarrot

FEBRUARY 23, 2022

Direct the creation and implementation of customer-specific success plans across the entire customer base. Partner with Commercial Sales, Engineering, and Product Management to drive overall customer satisfaction. Strategize based on customer data your plan for customer relationships and focus.

Customer Success 19

Customer Success Social Media Voice of Customer Customers 19

SurveySparrow

SEPTEMBER 4, 2020

We had recently hosted an Ask Me Anything event about creating product roadmaps which made us delve deeper into its importance. For example, developing a complex, brand-new feature takes a lot of work, increases product value, and also brings in high impact on your customer base. Fill-Ins (Low Impact, Low Effort).

Roadmap 96

Roadmap Effort Score How To Metrics 96

Waypoint Group

MARCH 31, 2015

Events like these are great for learning but sometimes it can become too easy to only focus on the shiny, new product or support experience, rather than crafting a holistic, cross-functional program. So how do you know where to focus enhancements for the customer journey? What questions to ask? What to do if no one responds?

B2B 40

B2B eBook Tips Groups 40

ChurnZero

SEPTEMBER 25, 2020

Unfortunately, when I reflect on my own experience at various Product roles throughout my career and when I look at organizations today, many Product teams claim to have a Voice of Customer program, but the way in which they collect feedback tends to focus less on customer needs and more on their own.

Customer Centricity 76

Customer Centricity Customer Success How To Roadmap 76

SurveySparrow

MARCH 21, 2023

4 top B2B customer experience metrics to track You must concentrate on the indicators that reflect your company’s unique goals. Let’s look at some of the B2B customer experience that you must compulsorily track. #1. You must concentrate on sites where your prospective customers lurk. The targeting is also spot-on.

B2B 52

B2B Customer Journeys Customer Experience B2C 52

ChurnZero

FEBRUARY 26, 2021

The root of the problem, as Sana explains, was that CSMs were dumping feature requests into the spreadsheet, but Product was making roadmap decisions based on generalized themes that solved multiple pain points at once. It’s a huge [customer] lifecycle,” says Matt. We have to sell value of what we do across the entire organization.”.

Customer Success 59

Customer Success Company Management Roadmap 59

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), This is because as customers navigate the different channels to solve for a specific query (such as web, mobile, IVR, chat, voice, etc.,)

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Storyminers

JULY 29, 2016

There always seems to be a new product, service, or experience within reach of a brand’s current customer. And as we all know, replacing an existing customer costs 7 times more than retaining them. So how do you ensure your brand is retaining its precious customer base? Founder, The Chip Bell Group.

B2C 124

B2C Customer Retention Strategy Brands 124

Kustomer

SEPTEMBER 3, 2020

We’ve just been waiting for some sort of event to force us to come together, or is it just your typical kind of siloed organization? What is the right customer KPI in each of these different touch points doing your initial journey map as a hypothesis map. And then you build up your voice of customer engine.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

SurveySensum

JULY 14, 2020

With over 25 years of transforming customer and employee experiences working in and with startups, mid-size, and Fortune 100 companies. She speaks on CX at industry events and consults companies to support and educate them as they build or enhance their customer experience practices. LinkedIn : [link] /. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132