CX Journey
FEBRUARY 27, 2019
I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. Here's what happens and why the work is never done: Expectations change. Customers change.
CX Journey
FEBRUARY 27, 2019
I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. Here's what happens and why the work is never done: Expectations change. Customers change.
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Lumoa
AUGUST 23, 2021
Just like receiving a text message on your phone, tone allows for interpretation but being able to see facial expressions and read body language can relay a sense of competency and trust among customers. This means being prepared to immediately answer detailed product questions (not FAQs) online without having to navigate product pages.
Kustomer
SEPTEMBER 3, 2020
The organizations that have been able to deliver on customer expectations during this pandemic are the ones surviving and thriving, while others that have failed to build digital transformation may be struggling. He mentions the question is, “How do we drive meaningful change inside of complex organizations?”
CSM Practice
MAY 13, 2020
Customer success managers can speak directly with champions to better understand their new goals and offer recommendations on how to drive results. Renewal conversations may be more difficult through emails only due to financial constraints, and a quick video chat can help customer success managers hit the right note.
ProProfs Chat
APRIL 24, 2020
The less time your customers spend waiting on your response and the fewer messages you exchange, the happier they will be once you’ve handled their request. . If this is your case, you can show your appreciation by checking up on your customers, sending them birthday cards, personalized emails, or sharing any type of exclusive content. .
CSM Practice
MAY 16, 2020
Customer success managers can speak directly with champions to better understand their new goals and offer recommendations on how to drive results. Renewal conversations may be more difficult through emails only due to financial constraints, and a quick video chat can help customer success managers hit the right note.
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