Six Skill Sets that Drive Customer Change

Customer Bliss

There are skill sets specific to driving culture change that need to be present when doing this customer experience work. This crucial past experience of many start-to-finish achievements will optimize the customer experience work. Process Change – Driving the organization to make changes in how it does its work to improve interactions with customers. You need the process change skill set in the group that leads the customer work.

On Metrics and Complacency

CX Journey

The customer experience is a journey; your transformation work is, too! 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. In other words, their scores, e.g., NPS, are high, so they act like their goal is met, and there's nothing more that needs to be done about the customer experience.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

On Metrics and Complacency

CX Journey

The customer experience is a journey; your transformation work is, too! 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. In other words, their scores, e.g., NPS, are high, so they act like their goal is met, and there's nothing more that needs to be done about the customer experience.

Battle Scars and Lessons Learned in Implementing Customer Success Systems

CSM Practice

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. In this conversation, Paul shares lessons learned from his own experience implementing Customer Success software solutions. A CS representative has to be able to change management on a frequent basis.

Customer Success KPIs: What CSMs Need to Know

ClientSuccess

Whether you’re working with large enterprise customers or smaller startups, the metrics you use will be the same. Customer success teams rely heavily on KPIs and success identifiers to understand if they provide the right level of support and attention to their customers.

Making Your Contact Center Adaptive: Advanced Management Techniques for Quickly- Changing Customer Expectations

Storyminers

How do you expect customer expectations to change in 2017? Customers will expect most of their vendors to serve them as well as their favorite vendors do. Prefer the customized recommendations you get from Nordstrom? 2017 won’t be a year of ‘one thing changes one time’.

How to Improve Your Customer Satisfaction Score (CSAT) Score

GetFeedback

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). It’s interesting to take a look at this metric over time. The customer experience is a journey, and continuous improvement is key to staying ahead and winning at CX.

Keeping your CX Programs Relevant to How Your Customers Evaluate your Brand

Maru Group

Legacy customer experience and voice of customer tracking systems are showing their age, to the point where large research budgets are yielding fewer insights as the program ages. Typically, we would recommend: Leveraging past research and known customer pain and delight points.

How to Bring Agile Innovation to Customer Success

Totango

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. What Is an Agile Customer Success Strategy?

why bother with modern-day CX?

Esteban Kolsky

why should i change what i am doing with CX? data is not what they used to be platforms are not what they used to be CX solutions are not what they used to be business models are not what they used to be your customers are not what they used to be. Shifting Customer Expectations.

Is Your Customer Success Team Reactive or Proactive? 

ClientSuccess

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.

eBook 57

Complacency or Innovation: You Decide

CX Journey

It's a broad question, but if you think you're going to become complacent about the customer experience - and think that's OK - then you might as well be complacent about your business, in general. I was recently asked for suggestions on how to prevent different business units and divisions from becoming complacent when they are performing well based on their customer experience metrics. I've written a post on that (complacency about metrics), which I'll share in the future.

Are You Still Using The Marketing 5Ps? Move To The Improved 7Qs.

C3Centricity

Who are your customers? Instead, ask yourself who your customers really are. If you can’t give all these details about your customers, then you’re in serious trouble. Knowing your customers takes more than demographics. How are your customers changing?

[Q&A] Ready to Scale: The Tech Stack That Drives Your Digital Customer Success Program

ChurnZero

Your digital-led Customer Success program will only be as good as the technology behind it. But how do you go about building your Customer Success tech stack the right way? During the webinar, we discuss: What a Customer Success tech stack is and why you should care.

6 Steps to Launching Your Customer Health Dashboard

Gainsight

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. Customer Success

Customer Success Best Practices During COVID-19

CSM Practice

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.

How Top Performing Contact Centers Will Own 2017

Storyminers

Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. Overall, it’s really just about providing a quality customer experience. How do you expect customer expectations to change in 2017? to serve customers better).

Adjusting your CX program to deal with COVID-19

Qualtrics

To support your organization in navigating these changing times, you will need to adjust your XM efforts. Instead, you’ll need to reprioritize your efforts to align with the changing needs of the organization. Five Principles For Making Changes To Your XM Program.

5 Ways Customer Success Automation Can Maximize Your CS Team’s Time

Totango

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.

How Do You Know When It's Time to Redesign Your VoC Program?

CX Journey

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? Have there been personnel changes on your team? Have you mapped your customer journeys? Data collection methods have changed.

Techniques to Prioritize Your Customers’ Satisfaction

CSM Magazine

Moreover, their bad online review may make the company lose many potential customers. Also, caring about customer satisfaction literally pays off. It’s simply more cost-effective to retain your customers than to search for new ones. Be More Customer-Friendly Online.

[Q&A] Ready to Scale: The Tech Stack That Drives Your Digital Customer Success Program

ChurnZero

Your digital-led Customer Success program will only be as good as the technology behind it. But how do you go about building your Customer Success tech stack the right way? During the webinar, we discuss: What a Customer Success tech stack is and why you should care.

How to encourage your CSMs to adopt Customer Success software

ChurnZero

9 tips to get your CSMs to adopt Customer Success software. Have you ever worked at a company where the Customer Success team had to beg for its own tools? The CSM perspective: how to encourage the adoption of Customer Success software. Tip #1 for CSMs: embrace change.

Customer Loyalty: Let’s Talk About 8

Daniel Group

I’ve heard this question a lot from companies who measure customer loyalty using a 1-10 rating scale. A number of popular customer loyalty measurement systems sort customers into loyalty buckets based on their answers to a 1-10 rating question, and an 8 often falls into a middle-of-the-road “ meh ” bucket. It asks how likely a customer would be to refer a company to someone else, with 10 meaning very likely and 1 meaning very unlikely. But my customer is happy!

2021 Survey: The State of Journey Management & CX Measurement

Pointillist

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. As we figure out what comes next in 2021 and beyond, one thing is certain: enterprises must advance their approaches, strategies and tactics to better understand customer behavior and deliver the experiences their customers demand.

Our Competition is Beating Us Despite the Fact We Are Better Than Them

Beyond Philosophy

Determining how to communicate the details of our advantages to customers was challenging. . How Are Customers Evaluating Their Options? However, his customers might choose based on something easier to compare. . Many times, what is most important to customers is emotional.

Who Does Customer Success Software Work For?

CSM Magazine

Customer success software has been developed to enhance customer experience and provide the company with better information. The executives of a company or organization can make use of the customer success data for better results with their jobs.

The 5 Best Strategies to Win Back Lost Customers for Your Enterprise

Totango

Think of them as your customers—even when they’re heading out the door. That’s the ideal approach when a customer lapses. Today’s customer-centered economy means every customer should feel your product is built around their needs. After investing time and effort into helping your customer through the onboarding and adoption phase, it can be discouraging to see them leave. You don’t have to give up on your customers, though.

Is Your Company Led by Lean Leaders?

CX Journey

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. If they came with these traits, wouldn't your job as a customer experience professional be much easier? continuous improvement customer experience leadership lean management

Reducing Churn: ROI-Focused SaaS Strategies for Customer Success

Totango

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. Reducing churn in this customer-centered subscription economy means placing the customer at the center of everything you do. It’s about proactive customer success , not reactive customer service.

ROI 66

How Top Performing Contact Centers Will Own 2017

Storyminers

Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. Overall, it’s really just about providing a quality customer experience. How do you expect customer expectations to change in 2017? to serve customers better).

Good Customer Experience is Now Required

Kitewheel

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. Customer Engagement

Top 20 Books Every Customer Experience Professional Needs to Read Now

Chattermill

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. Whether you work in marketing, sales, support, engineering or product, if you want to become a master of your craft and deliver a great experience for customers, here’s our advice for getting an edge: Read books. Customer What?

Five Essentials of Customer Service Excellence

C3Centricity

Recently, I took a very early flight with British Airways (BA) out of Geneva airport and once again, BA staff demonstrated their excellent customer service. What has this got to do with your own customer service excellence? I am sure such behaviour wasn’t specified in his customer service manual; he took the initiative himself. Isn’t it time you let your own customer service people free to best serve your customers?

How to drive customer satisfaction with employee coaching

Qualtrics

Your customers play a key role in helping coach your employees and has a win-win effect to help drive voice-of-customer change. Here’s how you can use employee coaching to enable better customer experiences. Employee coaching helps drive strong customer outcomes — this not only benefits your people but overall enables a better customer experience. Go straight to the source and use voice-of-customer data in your 1:1 conversations.

eBook 21

Aug 26 – Customer Success Jobs

SmartKarrot

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.

15 Customer Service Psychology Tips to Provide Better Support

ProProfs Chat

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. You record and understand customer pain-points better. Customer Support chat