Experience Investigators by 360Connext
MAY 11, 2021
Customer experience exists whether you are intentional about it or not. After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. When leaders say this, what they really mean is, “We’re just getting started with customer experience management.”
Totango
NOVEMBER 27, 2023
However, a customer’s health score is constantly shifting. The key is figuring out the critical moments in a customer’s journey when a CSM should step in with strategic advisory and how you can preempt or minimize those instances by creating and utilizing the right digital content and touchpoints.
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ChurnZero
MARCH 25, 2022
To minimize the disruption of a transition and ensure your relationships, both with your customer and your team, come out stronger on the other side, follow this four-step process: Perform a data dump. Debrief internally and schedule a future leadership touchpoint. to your CRM and/or Customer Success platform.
ChurnZero
MARCH 25, 2022
Regardless of the time constraints you’re up against, here are a few pieces of advice to apply to any book of business transition: Require CSMs to log every customer touchpoint (from day one!) to your CRM and/or Customer Success platform. Our ability to recall information fades over time. First, debrief with the nCSM.
CX Journey
AUGUST 16, 2016
Last month, I wrote about the concept of lean management and what that means not only for your company but also for your customers. Have a fanatical focus on customers, as they are the beginning and end of everything in lean. Image courtesy of 12:51_photography Are your company executives lean leaders?
Gainsight
APRIL 18, 2022
This article was originally published by Sales & Marketing Management. . Customer health dashboards are one of the critical keys to durable revenue growth. At its heart, a good dashboard can summarize tens or hundreds or even thousands of metrics on customer experience into one simple, impactful snapshot of sentiment and behavior.
ShepHyken
JULY 29, 2016
Regardless of the type of business you are in, there is always an opportunity to personalize the customer experience. One of the most-important factors in providing an exceptional customer service experience is personalizing each and every touchpoint between you (the business or service provider) and your customers.
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