Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. Then we’ll lay out seven steps to bring agile innovation to customer success.

Innovation 96

Innovation Customer Success Customer Journeys How To 96

Experience Investigators by 360Connext

DECEMBER 8, 2014

Whenever embarking on a customer experience investigation™ , which is what we do to help our clients walk in their customer’s shoes, we discuss why this is so challenging. I get what our customers experience with us.” You know she cares very much about customers. It’s easy to think, “I get it.

Customer Journeys 252

Customer Journeys Social Media Loyalty Consulting 252

Beyond Philosophy

SEPTEMBER 26, 2020

This episode of The Intuitive Customer explores this concept and what you can do about it for your customer experience. Here are a few things to remember about this psychological concept that influences customer behavior: Research shows we choose the same thing in the moment, and more variety for the future. Key Takeaways.

Customer Journeys 159

Customer Journeys Policies Consulting Customer Experience 159

Lumoa

AUGUST 23, 2021

In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

Experience Investigators by 360Connext

JULY 24, 2019

It wasn’t THAT long ago when business planning and strategy simply didn’t include the term “customer experience.” ” There are plenty of organizations that successfully earned customers, kept those customers, and didn’t think much about the actual experience they were providing.

Customer Journeys 110

Customer Journeys Culture Customer Centricity System 110

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. Predicting customer churn or potential customer issues to inform corrective steps to optimize the customer journey.

Report 91

Report Trends Customer Success Self Service 91

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Customer Success 103

Customer Success Effort Score Touchpoint Tools 103

CX Journey

JUNE 17, 2019

In this follow-up to my article last month titled “Has Your Customer Experience Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. There’s a New Hire Fail Employees are critical to customer experience transformation success. This just doesn't work.

Customer Experience 148

Customer Experience Management Culture Customer Centricity 148

Education Services Group

JUNE 4, 2020

Building or expanding a Customer Success organization can be surprisingly similar to developing a startup. The result is a streamlined and effective organization built to adapt to changing environments. A CS incubation model is a system to define, test, and iterate a new CS process with a portion of your customer base.

Customer Journeys 52

Customer Journeys Strategy Customer Success Examples 52

Customer Bliss

APRIL 27, 2018

Just like that full-to-the-brim closet you’ve been ignoring, the customer listening data you’ve collected can pile up until it’s more a nuisance than it is informative. Let’s talk about de-cluttering your customer listening! 8 Steps to De-Clutter Your Customer Listening Data. Align to a one-company methodology.

Effort Score 181

Effort Score Survey Customer Journeys Social Media 181

CX Journey

JUNE 17, 2019

In this follow-up to my recent article titled “ Has Your Customer Experience Transformation Stalled? ” I continue to outline why customer experience transformation efforts stall or slow. There’s a New Hire Fail Employees are critical to customer experience transformation success. This just doesn't work.

Customer Experience 83

Customer Experience Management Culture Customer Centricity 83

Totango

FEBRUARY 22, 2021

By definition, a game changer is a person or thing that dramatically changes the course, strategy, or character of something. At Totango, we are working to “change the game” when it comes to customer success – and we’re breaking quite a few records in the process (watch out, Tom!). Changing the Customer Success Game.

Customer Success 62

Customer Success Hospitality Sports Leadership 62

Kitewheel

AUGUST 14, 2020

The world has begun to catch on to the importance of great customer experience, and for good reason. Customer experience is the overall impression that consumers have of your brand. Providing a remarkable customer experience is vital to business success. How can you know if your customer experience is up to par?

Net Promoter Score 52

Net Promoter Score Customer Experience Effort Score Social Media 52

Kustomer

SEPTEMBER 3, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe is joined by Nate Brown to discuss the effects of COVID-19 on businesses and how companies need to adapt to them. The Need for a CX Change Coalition. Customer service is still a relatively new department and career path.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

CustomerSuccessBox

DECEMBER 31, 2021

Customer Success (CS), although not a new profession, is still a foreign concept to many. To add to that confusion and complexity, CS roles come in different shapes and sizes like customer managers, customer success associates, etc. For example- a PS team can configure a feature on behalf of customers.

Customer Success 52

Customer Success How To B2B Consulting 52

Comm100

APRIL 27, 2020

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from. Customer journey.

Omni-Channel 147

Omni-Channel eBook Automotive CRM 147

Wired and Dangerous

JULY 10, 2017

So, what is the DNA of customer experience? What if we assumed there was a component in the service encounter across the customer journey unique to each customer? If we could “crack the customer’s service DNA code” we could fire off a special experience that encouraged the customer to shoot back their loyalty.

Customer Experience 87

Customer Experience Fashion Hotels Connections 87

CX Journey

MAY 17, 2017

Last month, I wrote about 20 tips to design better customer surveys. But what if you've been listening to customers for years? When was the last time you took a long, hard look at what you've been doing in terms of listening to customers in order to figure out if it's time for a redesign or a major overhaul?

Survey 159

Survey Feedback Social Media Roadmap 159

ProProfs Chat

APRIL 24, 2020

We’ve seen popular brands create some of the most memorable and successful customer service stories. Believe it or not, but customer service psychology is one of the driving factors for their success. So, when you think of satisfying your customers, you need to ensure that: Your operators are empathetic towards the customers.

Tips 82

Tips Customer Service Social Media Chatbots 82

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Customer Alignment

OCTOBER 2, 2017

“ Customer Experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. ” If its value is recognised, why don’t more organisations learn from CX leaders and strive to deliver more consistent, predictable and enhanced experiences for their customers?

Customer Experience 40

Customer Experience Customer Centricity Customer Journeys Voice of Customer 40

Eptica

JANUARY 15, 2016

Date: Friday, January 15, 2016 Insurance, the Internet of Things and customer experience. This has dramatically changed how insurers operate , and increased the focus on the customer experience as companies look to engage with consumers and retain their business. Published on: January 15, 2016.

Insurance 48

Insurance Customer Experience Policies CRM 48

Avaya

MAY 23, 2017

But there’s a big hole in the fabric of most digital transformation (DX) plans: the customer experience (CX). Rather, most fail to understand their customers well enough to envision a truly customer-centric, digitally-transformed environment. In fact, I encourage you to be your own customer within your organization.

Contact Center 42

Contact Center Touchpoint Customer Centricity eBook 42

Wired and Dangerous

OCTOBER 12, 2015

Often it takes a “customer emergency” to jolt us into focusing on the customers’ journey with our organization. An important customer leaves angry, a key account is lost to the competition, or a sneering review on the internet awakens us from our numbness. We cease standing in our customer’s shoes. tweet this).

Training 70

Training Culture Customer Care Customer Journeys 70

Education Services Group

MAY 23, 2022

The role of a Customer Success Manager (CSM) is consistently ranked as one of the fastest-growing jobs in the world. LinkedIn’s 2020 Emerging Jobs Report put Customer Success Specialist at number six in the U.S. More and more companies are making the move to XaaS, and Customer Success is the belle of the ball! Congratulations!

Customer Success 52

Customer Success Sales Guidelines Customer Satisfaction 52

SmartKarrot

AUGUST 26, 2022

Role: Director of Customer Success Location: Remote, United States Organization: FinditParts As a Director of Customer Success, you will manage Contact Center Operations to deliver a great customer experience, meeting or exceeding all revenue goals, KPIs, and SLAs. Developing, preparing, and nurturing customers for advocacy.

Customer Success 19

Customer Success e-support Case Study Roadmap 19

BirdEye

MAY 14, 2021

A customer can discover your business through review sites, social media, or search engines. Thousands of touchpoints could be used in multiple combinations to create hundreds of unique consumer journeys, all for the same, single product. The typical customer journey starts with a life transition that causes a need for storage.

Customer Journeys 89

Customer Journeys Marketing Touchpoint Social Media 89

CSM Practice

AUGUST 26, 2019

A while back, I sat down with Paul Piazza for a fireside chat at one of our PulseLocal Silicon Valley Customer Success event series. At that time, Paul Piazza had already had multiple Customer Success systems deployed and configured. Changing management is hard but critical to the success of a CS team.

System 49

System Customer Success Net Promoter Score ROI 49

Answer Dash

NOVEMBER 21, 2018

(This article is originally published at IT-Online ) According to Gartner, customer experience (CX) – more than products or solutions – is the new battlefront for business, with 81% of marketers saying that by 2020 they expect to be competing mostly or completely on the basis of CX. but, ‘what will customers want?’

User Experience 75

User Experience Social Media Interaction Customer Service Representative 75

Kustomer

JUNE 17, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Laurent Pierre from Microsoft Azure to learn the secrets to making a CX team valuable. Guiding Customers to Solutions Using Empathy. Guiding Customers to Solutions Using Empathy.

Sales 99

Sales Employee Experience NPS Banking 99

Wired and Dangerous

NOVEMBER 4, 2019

So, what is the DNA of customer experience? What if we assumed there was a component in the service encounter across the customer journey unique to each customer? If we could “crack the customer’s service DNA code” we could fire off a special experience that encouraged the customer to shoot back their loyalty.

Connections 21

Connections Fashion Hotels Customers 21

Integrity Solutions

SEPTEMBER 28, 2023

It’s never been more important to understand your customers and what they value. It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. But great customer experiences don’t just happen.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

ClientSuccess

OCTOBER 12, 2020

If there is one thing that customer success managers have learned throughout the ups and downs of 2020, it’s that there is no such thing as being too prepared. The SaaS industry has gone through a ton of instability this year, and seasoned CSMs know that this time of change is far from over. Steps for a PROACTIVE customer success team.

Customer Success 59

Customer Success Customer Journeys eBook Leadership 59

Pointillist

JUNE 7, 2021

In 2020, enterprises and consumers were forced to cope with unpredictable circumstances that altered how customers behave, what they want from brands and most importantly, how organizations can meet their evolving expectations. In this year’s survey, we sought to uncover what separates customer experience leaders from laggards.

Measurement 71

Measurement Survey Customer Journeys Management 71

Totango

APRIL 20, 2020

Customer churn analysis can provide you and your teams with valuable insight into what drives your current churn rate and potential improvements. You need to understand what outcome / value your customers are trying to achieve from your products and services. A Checklist for Customer Churn Analysis. Honorable Mentions.

Analysis 78

Analysis Effort Score Customer Journeys ROI 78

CSM Practice

MAY 13, 2020

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. 1. Be Customer-Centric. Customer centricity doesn’t apply to customer success alone.

Customer Success 128

Customer Success Effort Score Customer Centricity Video 128

Totango

FEBRUARY 5, 2019

Fear of customer churn can make you feel you’re standing above a trap door, like the floor could fall away at any moment. We believe in data-driven, proactive customer success that lets you take control of your churn risk and strengthen your customer relationships. In short, customer knowledge conquers churn fear.

ROI 76

ROI Customer Success Strategy Effort Score 76