Lumoa

FEBRUARY 14, 2024

How to Spot Gaps in Your CX Strateg y Tracking this data through CX management software gives companies the freedom to tinker with other aspects of CX, like the number of customer touchpoints or level of personalization, with measurable KPIs to judge the results. Fine-tuning your CX elements is a constant exercise.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Gainsight

JULY 16, 2021

Have you ever started a new exercise routine? As things begin to open up, people are returning to gyms, yoga classes, and exercise clubs to create a level of health they lost during the COVID-19 pandemic shutdown. Even starting a new exercise regimen takes at least 30 days to make it part of a healthy habit. Your CS Exercises.

Analytics 40

Analytics Strategy Exercises Sports 40

ChurnZero

DECEMBER 21, 2023

To make the right choices, however, you need a deep understanding of what your customers need and expect from you. Not asking for a renewal on day two, but asking the customer: based on your budget cycle, when would you like to have that first renewal discussion? Here’s the webinar in full.

Sales 52

Sales Customer Success Tourism Roadmap 52

CX Journey

SEPTEMBER 17, 2015

Hold a brainstorming session with your team, managers, and even stakeholders, to pull in as many ideas through an empathy map exercise. Throughout the exercise, you will be looking at four aspects of the customer experience: thinking, seeing, doing, and feeling. Utilize the empathy map exercise with your team.

Loyalty 80

Loyalty Exercises Social Media Video 80

NetBase

MARCH 20, 2020

Remember that Peloton commercial where the husband gives his wife an exercise bike for Christmas? Peloton Dropped the Exercise Ball. It should go without saying that it’s not a great idea to run an ad campaign that suggests buying a woman an exercise bike for Christmas … no matter how much it costs. And Peloton didn’t listen.

Consumers 56

Consumers Social Media Exercises Brands 56

Education Services Group

FEBRUARY 26, 2023

customers). As a CS leader, you might not be as familiar with that last quality, but I can promise you that going on tour is an extremely valuable exercise that more of us can – and should – take advantage of. The mission of Customer Success has always been to retain customers and grow the customer base over time.

Customer Success 97

Customer Success Leadership Exercises Meeting 97

CloudCherry

MARCH 19, 2019

DBS distinguishes between digital and traditional customers and analyzes costs related to transactions, services, and customer acquisition alongside income per customer. This enables the bank to compare the CIR, share of profit, and ROE contribution of both customer groups.

Financial 218

Financial Metrics Customer Journeys NPS 218

Beyond Philosophy

JANUARY 19, 2019

People are driven to act by different things, which vary based on life stage, demographic, and personal attributes. Grouping or segmenting your customers based on their behavior is an excellent way to segment your customer base. However, exercise caution wielding this powerful new tool.

Net Promoter Score 84

Net Promoter Score Marketing ROI Return on Investment 84

delighted

FEBRUARY 26, 2024

How often you survey is just as important as when you survey: customize how many times a customer is surveyed during a specific time period with Delighted AI’s Email Throttling feature. Segment your customer base You want to survey your customers, but they’re all at various stages of the customer journey.

NPS 97

NPS Examples Tips Survey 97

Beyond Philosophy

JANUARY 19, 2019

People are driven to act by different things, which vary based on life stage, demographic, and personal attributes. Grouping or segmenting your customers based on their behavior is an excellent way to segment your customer base. However, exercise caution wielding this powerful new tool.

Net Promoter Score 79

Net Promoter Score Marketing ROI Return on Investment 79

delighted

JANUARY 7, 2021

Using a customer journey map to improve the customer experience. Outlining current processes helps to visualize what your customer is experiencing in real time and may unveil common pain points that need to be addressed. . Gaining a deeper understanding of your customer. Creating a customer persona.

Customer Journeys 98

Customer Journeys Touchpoint Net Promoter Score Exercises 98

CX Accelerator

FEBRUARY 3, 2018

Enhanced Agent to Agent Dialog – Customer Service is a team sport. The DiSC exercise should be done as a team event. Be sure to customize based on your unique demographic and challenges. When agents are not communicating well with each other, knowledge barriers and poor attitudes are a predictable result.

Interaction 140

Interaction Customer Service Sports Communication 140

Retently

JANUARY 19, 2023

Another reason why product-market fit is essential is that it helps to create a loyal customer base. When a product meets the target market’s needs, customers are likelier to become advocates for the product. That can increase brand awareness, which is vital for the long-term success of any business.

Measurement 158

Measurement Survey Marketing Effort Score 158

ChurnZero

NOVEMBER 5, 2021

For busy Customer Success teams, it can be difficult to pause and reflect on the systems you use to manage your days. However, if you want to ensure your Customer Success software keeps working for you, and not against you, it’s a worthwhile exercise to evaluate its performance.

Software 52

Software Customer Success Net Promoter Score Exercises 52

Education Services Group

OCTOBER 4, 2022

Tiering is the process of organizing those customer segments you created in number one into their appropriate engagement models. Your tiers and engagement models then inform how and when both CSMs and technology interact with customers based on their tier level. At ESG, we call this a capacity plan.

Customer Success 52

Customer Success Financial Strategy Exercises 52

Education Services Group

NOVEMBER 16, 2021

When you build in the flexibility to provide touchpoints throughout the customer’s journey based on their own preferences and priorities, you can dramatically enhance the customer experience. Traditionally, CS engagement strategies are based on customer segmentation. The answer is: it depends.

Engagement 52

Engagement Self Service Touchpoint Customer Success 52

ModSquad

MAY 26, 2020

Not only does this make for better customer support interactions, it can be used to market to the customer based on their history and preferences. Customers seeking assistance with digital products can avoid restarting the standard support script when they reach out for help. Provide smarter assistance.

CRM 84

CRM Customer Experience Rewards Programs Social Media 84

Comm100

JULY 20, 2020

It’s no secret how social media gives you the freedom to explore creative opportunities as well as exercise influence on how visitors perceive your brand. Every social media platform has a different customer base in terms of basic demographics, purpose, and user behavior, which is why chatbots need to be integrated with all your profiles.

Social Media 132

Social Media Chatbots ROI Brands 132

West Monroe

JUNE 1, 2023

As part of this exercise, CPOs and their executive teams should agree on the key outcomes—and, just as important, clear metrics—that define success. For instance, we recently worked with a marketing analytics software company that concentrated its product investment on winning new customers and reducing churn.

Return on Investment 52

Return on Investment Culture Metrics Roadmap 52

LoyaltyPlus

NOVEMBER 10, 2020

We’ve just completed the first 100% remote deployment of our cloud-based Airline Loyalty solution. In fact, it’s been in the cloud since 2007 and is already tried and tested across our entire customer base. Our answer is short video clips and self-learning exercises. Everything. Except the training that is.

Airlines 52

Airlines Loyalty Self Service Loyalty Programs 52

Alida

OCTOBER 28, 2016

Online communities provide the most ROI when they have people who are eager to actively participate and who represent the company’s customer base. Because GoDaddy’s community was for customers, the company’s recruitment strategy started with an invitation to its entire customer base. But GoDaddy didn’t stop there.

Healthcare 100

Healthcare Social Media Exercises ROI 100

ChurnZero

NOVEMBER 5, 2021

With busy Customer Success teams, it can be difficult to pause and reflect on the systems that we use to manage our bustling days, when most of the time, we’re just trying to get through them. Auditing your Customer Success software helps you identify inefficiencies and quality improvements in your requirements, data, and processes.

Software 52

Software Customer Success Net Promoter Score Exercises 52

ChurnZero

JUNE 11, 2021

How frequently you evaluate your customer health score will depend on the size of your customer base, but we advise at least every quarter, or at maximum, every six months. How to Measure the Effectiveness of Customer Health Scores. This exercise begins with being introspective.

Measurement 96

Measurement How To Analysis Exercises 96

SurveySensum

JANUARY 25, 2024

Identify Your Biggest Fans When you’re looking for referrals, it’s like finding superheroes in your customer base – the ones who really love what you do. Not everyone is a superhero fan, so let’s focus on the real champions. But how can you do that?

How To 52

How To NPS Tips Insurance 52

Waypoint Group

MARCH 27, 2019

Having achieved steady improvement in customer engagement and sentiment with the same accounts and contacts over time (longitudinal trending), they wanted to leverage TopBox to predict future growth for better financial management: What rate of growth could they expect from the existing customer base? And by how much?

NPS 40

NPS Financial B2B Exercises 40

Magellan Solutions

MARCH 2, 2021

Wrong vs. right reasons to consider customer care outsource. There is still a knowledge gap that gives rise to common misconceptions: Exercise High Budget Cuts. Low-cost customer service providers are generally equipped to handle only repetitive support requests. Avoid Support Responsibilities.

e-support 52

e-support Call Center Exercises Advertising 52

NobelBiz

OCTOBER 31, 2023

Recognizing these patterns early allows call centers to address potential problems proactively, often before the customer even realizes there’s an issue. Enhanced Customer Segmentation With data analytics, call centers can segment their customers based on behavior, preferences, and interaction history.

Call Center 105

Call Center Contact Center Software Contact Center Social Media 105

Gainsight

FEBRUARY 28, 2023

Doing this ensures that appropriate relationships are being built among all the stakeholders in the organization that touch or have influence into the customers partnership. At Gainsight, we identify key personas in our customer organizations and do a mapping exercise to create a holistic engagement strategy.

Effort Score 52

Effort Score Touchpoint Metrics Resources 52

Beyond Philosophy

JUNE 23, 2022

However, that net is too small and leads to you having assumptions about your customer base. The most critical part of this exercise is to keep the respondents engaged. First, you want to act on your opinion. That means you might check in with a couple of colleagues.

Financial 78

Financial Survey Study Consumers 78

Ecrion

MARCH 10, 2020

Called the Net Promoter Score , this index measures the willingness of your customers to recommend your company to others, with scores ranging from -100 to 100. Using the answers, you can divide your customer base into three categories: Promoters. Why is this exercise important? Detractors.

Net Promoter Score 74

Net Promoter Score B2C Social Media Exercises 74

Zeisler Consulting

AUGUST 14, 2020

Just as different needs of different Customers are differently met by our products and services, so too should we understand the individuality and unique journeys of each segment of our Customer base when it comes to soliciting their feedback. of their journey.

Net Promoter Score 93

Net Promoter Score Effort Score Survey NPS 93

Quadient

JULY 25, 2022

Here are a few things to consider when formulating your journey maps for each generation group in your customer base: Remember, one size doesn’t fit all. When we know them, we understand how to deliver a great experience for each individual customer. Customer journey mapping is not a one-time exercise.

Customer Journeys 52

Customer Journeys Software Tips Touchpoint 52

Alida

JUNE 27, 2016

While customer intelligence is becoming an enterprise-wide exercise, it typically starts with market research. Traditionally, market researchers have been the people who collected, analyzed and distributed customer feedback and insight. Here are highlights from the session. Think bigger—look beyond research.

Software 145

Software How To Exercises Feedback 145

Avaya

JUNE 4, 2019

deciding what action to take for a particular customer based on a particular issue). For example, you might determine that because a customer’s bill is over by a certain amount of dollars every month or has reached out to customer support a certain amount of times per month that they are at risk for retention.

CRM 79

CRM Exercises System Communication 79

Customer Bliss

JANUARY 14, 2016

We originally focused on gaining a greater understanding of customers with data and information, and found we could have moderate success and make real changes for our customers based on the results of surveys and feedback. That said, Adobe is a company with deeply passionate customers, and we knew we needed to do more.

Connections 100

Connections Exercises Customers Metrics 100

Customer Bliss

JANUARY 14, 2016

We originally focused on gaining a greater understanding of customers with data and information, and found we could have moderate success and make real changes for our customers based on the results of surveys and feedback. That said, Adobe is a company with deeply passionate customers, and we knew we needed to do more.

Connections 100

Connections Exercises Customers Metrics 100

GetFeedback

FEBRUARY 7, 2020

As you accomplish this, you’ll see your revenue and customer count grow through referral traffic and an improved brand reputation. This simple exercise will help ensure you get responses, even from customers who are on the go. Pro Tip: At GetFeedback, we recommend using an automated NPS program to send out targeted surveys.

NPS 199

NPS Net Promoter Score Effort Score Survey 199