Comm100

APRIL 12, 2018

A report released by Forrester explains that 72% of enterprises have made customer service management a top priority, showing just how much organizations are prioritizing the customer experience. Customers irritated by being asked for feedback can undermine your CSat scores and response rates. Negatives of NPS.

NPS 156

NPS Measurement Effort Score Customer Experience 156

ShepHyken

NOVEMBER 30, 2018

By establishing metrics for factors like “time spent in the knowledge base,” “screens to resolution,” or “questions to authentication,” you will learn what agents experience when supporting customers. Task: Identify a “gap” in the customer experience journey. They invest to meaningfully improve the customer experience.

Omni-Channel 96

Omni-Channel Self Service Policies Abandon Rate 96

ClientSuccess

OCTOBER 16, 2017

As any Customer Success Manager (CSM) can attest to, customer success is not merely the work of a single person or even a single department. Ensuring customers see success and thrive with a B2B product takes the work and input of an entire organization, from the CEO down to the last intern.

Culture 41

Culture Customer Success Company Customer Journeys 41

ClientSuccess

APRIL 25, 2017

Making decisions such as this, no matter how difficult they may seem, will pave the way for even more customer-centric strategies. Experiencing brand interactions from a customer’s point of view can also serve as a wake up call to processes or procedures that are tedious or add no real value for the customer.

Customer Journeys 40

Customer Journeys Customer Centricity eBook Customer Success 40

Gainsight

MAY 21, 2021

It was early Fall 2017 when I got a call from a former manager of mine who had just joined what he referred to as “a rocketship called Gainsight.”. His pitch was simple: “This technology is incredible and the culture is off the charts, but at the pace we’re adding customers, onboarding has gotten a bit too messy and complex.

NPS 52

NPS Consulting Leadership Customer Success 52

Answer Dash

NOVEMBER 21, 2018

Businesses delivering a seamless, consistent experience across all communication channels build customer confidence, which is crucial for encouraging loyalty and ensuring retention. But in today’s fast-paced world, a customer journey includes an increasing number of touch-points.

User Experience 75

User Experience Social Media Interaction Customer Service Representative 75

Service Untitled

NOVEMBER 5, 2010

Make sure all levels of management have the same customer-centric attitudes. Acknowledge a customer’s intelligence, and respect them. Customers don’t want to be embarrassed, lectured, corrected, or have an agent express a “know it all&# attitude. Correct design mistakes or service interruptions.

Customer Retention 53

Customer Retention Social Media Customer Confidence Training 53

Middlesex Consulting

DECEMBER 27, 2015

Staff need to have the knowledge and language that gives their customers confidence that they understand their needs and can provide robust solutions. Building this capability can drive revenue and improve margins through improved customer perception. Then there are the sales specialists who are good at managing relationships.

Culture 60

Culture Training Brands Strategy 60