ChurnZero

MARCH 25, 2022

But alas, time — and customer accounts — waits for no one. Figuring out how to shift around a CSM’s book of business is a delicate balancing act, and one of the most challenging Customer Success processes to get right. How to reassign customers to a new CSM. The show must go on. Perform a data dump.

How To 98

How To Touchpoint CRM Customer Success 98

Ann Michaels and Associates

FEBRUARY 12, 2018

The single biggest complaint of customers is that salespeople talk too much and don’t listen enough. When salespeople are excellent listeners, prospects and customers feel comfortable and secure with them. Furthermore, salespeople have listened to the customer’s side so often, they can predict what the customer will say.

Self Service 53

Self Service Customers Feedback Tips 53

ChurnZero

JANUARY 28, 2022

I’ve had the pleasure of working with some incredible teams during my time in Customer Success. While there are countless others who have inspired and shaped the advice I share in this article, these two Customer Success leaders stand out. With that honesty, be the change your team wants to see. Customers come and go.

Software 98

Software How To Feedback Training 98

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

BirdEye

NOVEMBER 8, 2021

The answer is likely no, and you’re not alone – According to a study on how many customers read reviews , 95% of customers read reviews before making a purchase. Customers consider genuine, unfiltered experiences shared by existing and past customers online more trustworthy than biased information provided by the business itself.

Management 97

Management Software Social Media Consumers 97

AskNicely

FEBRUARY 12, 2018

As it turns out, he’s a Lyft driver truly obsessed with understanding customers in order to consistently deliver a great experience. And in one moment, I learned that true customer obsession is ALWAYS people-first. After he opened up his “brand” to real-time feedback, the way he engaged with his customers changed.

Net Promoter Score 150

Net Promoter Score Feedback Brands Tips 150

Totango

AUGUST 7, 2020

The challenge of the digital marketplace is to make every customer feel like they are your only customer. Thankfully, the same advances that helped build that digital market also make it possible to provide every customer with personalized service. What Is Customer Success Automation? Matching Expertise to Customer Needs.

Customer Success 62

Customer Success Software Customer Centricity Metrics 62

Integrity Solutions

APRIL 13, 2022

From customer service to marketing to product development, the job of selling is no longer confined to those people working within the sales organization. And that’s a shame, because true sales professionals create immense value for their customers. What is it that customers truly want? Changing Mindsets About Sales.

Sales 52

Sales Customer Service Banking Training 52

Comm100

FEBRUARY 22, 2018

How can two Chatbots with the same range of abilities deliver two completely different customer experiences? This blog post will give you the run-down of everything you need to know about Chatbot decision trees before designing your Chatbot, and with tips to help you effectively plan and map your bot’s content.

Chatbots 117

Chatbots Customer Journeys Knowledge Base How To 117

Comm100

FEBRUARY 22, 2018

How can two Chatbots with the same range of abilities deliver two completely different customer experiences? This blog post will give you the run-down of everything you need to know about Chatbot decision trees before designing your Chatbot, and with tips to help you effectively plan and map your bot’s content.

Chatbots 102

Chatbots Customer Journeys Knowledge Base How To 102

ChurnZero

MARCH 25, 2022

But alas, time — and customer accounts — waits for no one. Figuring out how to shift around a CSM’s book of business is a delicate balancing act, and one of the most challenging Customer Success processes to get right. How to reassign customers to a new CSM 1. The show must go on.

How To 52

How To Touchpoint CRM Customers 52

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

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. He also focused on system selection criteria as well as implementation tips.

System 49

System Customer Success Net Promoter Score ROI 49

Answer Dash

JANUARY 9, 2019

(This article is first published at Forbes ) Before we get into my fifth annual piece on customer experience predictions, let me introduce myself to new readers. I started writing about customer experience for Forbes in 2014, simply because I thought it was interesting–I was fascinated by human behavior and by the idea of a brand.

Trends 82

Trends Customer Experience Insurance Chatbots 82

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

Esteban Kolsky

FEBRUARY 15, 2018

And, for the record, I do have 29+ years working in customer service, and I did learn a few things in that time. and very informative, and I used some of the data from my latest research study on customer service adoption to highlight the trends in customer service. customer service channel adoption 2012-2017.

Self Service 68

Self Service Customer Service Study Chatbots 68

SurveySparrow

DECEMBER 11, 2020

You see, when you invest in advertising and show up in front of your customers during a crisis, they’ll remember your brand. And when everything ends, and your customers gain money, they’ll go to your company first. . This will create a positive, kind, empathic brand image in front of your customers.

Advertising 52

Advertising Strategy Chatbots Social Media 52

Helen Dewdney

APRIL 6, 2019

Online retailer tackles perceived abuse by online customers. ASOS changes in terms and conditions. ASOS has changed its returns policy. In a move that some might consider to be customer unfriendly, it has made significant changes to its returns policy. However, the second part is contentious.

Policies 40

Policies Social Media Fashion Retail 40

ChurnZero

JANUARY 28, 2022

I’ve had the pleasure of working with some incredible teams during my time in Customer Success. While there are countless others who have inspired and shaped the advice I share in this article, these two Customer Success leaders stand out. With that honesty, be the change your team wants to see. Customers come and go.

Software 52

Software How To Feedback Training 52

BirdEye

NOVEMBER 8, 2021

The answer is likely no, and you’re not alone – According to a study on how many customers read reviews , 95% of customers read reviews before making a purchase. How to respond to customer reviews? Due to their popularity with consumers, they are essential for attracting new customers.

Management 52

Management Software Social Media Consumers 52

Qualtrics

JULY 7, 2020

Sebastian McClintock, Director of Customer Experience from Delivery Hero shares how customer insights are driving real-time shifts to business strategy during the current pandemic and setting the company up for the “new normal.” How are you keeping a pulse on customers during this time? “As How are you collecting that feedback?

Customer Experience 26

Customer Experience Survey Customers Feedback 26

LiveChat

FEBRUARY 10, 2017

I could give you thousand reasons why amazing customer service is worth the effort. For example, better customer service is cheaper than any advertising, happy customers become your brand advocates, bringing others with them and people are more likely to buy from you. Amazing customer service should be your mission.

Customer Experience 28

Customer Experience Customers Communication Feedback 28

LiveChat

DECEMBER 10, 2015

If you’re offering an online account option for your customers, you probably had to deal with a situation where someone tries to gain access to an account they do not own. If you’re running an online store, this can be a loyalty account where customers track their orders and the number of their loyalty points.

How To 28

How To CRM Data Loyalty 28