Blake Morgan

MAY 17, 2023

Great leaders set the tone for their companies; when they are obsessed with customers, that focus spreads through the rest of the organization. But when leaders focus more on revenue and quarterly reports, employees follow suit, and customer experience suffers.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

Experience Investigators by 360Connext

DECEMBER 8, 2014

You report to others, whether it’s a boss or a board or stakeholders. Because just when you think you’ve figured it out, something changes. Departments change their goals. Customers change, too, and sometimes in subtle ways. You have responsibilities around goals, outcomes, and results.

Customer Journeys 252

Customer Journeys Social Media Loyalty Consulting 252

Influitive

OCTOBER 21, 2015

And brands that use advocate marketing programs to inspire and encourage their customers to create social proof for their products will be the ones that thrive. That’s what Forrester Vice President and Principal Analyst Laura Ramos has found in a new report, Advocate Marketing Creates B2B Customer Relationships That Last A Lifetime. .

B2B 99

B2B Marketing Social Media Report 99

Wired and Dangerous

AUGUST 6, 2018

Knowing what customers are really like starts with the recognition that reviewing the results from customer interviews, surveys and focus groups is at best like looking in a rearview mirror. Today’s customers change too rapidly to rely solely on what data reported.

Groups 70

Groups Loyalty Survey Customers 70

Wired and Dangerous

JUNE 29, 2015

Knowing what customers are really like starts with the recognition that reviewing the results from customer interviews, surveys and focus groups is at best like looking in a rear view mirror. Today’s customers change too rapidly to rely solely on what data is reported. Photo Credit: DGlodowska via Pixabay.

Marketing 70

Marketing Groups Customers Survey 70

ChurnZero

FEBRUARY 17, 2022

Or instead of fielding questions from sales reps left and right asking if a customer they sold is live yet, point them directly to a Journey report that makes customer lifecycle data accessible across your organization. Give your direct reports time and space to adjust. Customer Success Around the Web.

Software 98

Software Customer Success How To CRM 98

Forrester's Customer Insights

OCTOBER 4, 2022

But as we detail in our newest report in our anywhere-work series, Master The Messy Middle Of Hybrid, the road […]. Forrester’s recent experiment in hybrid delivery Two-thirds of companies have adopted some form of anywhere-work.

Report 48

Report Company Customer Change Measurement 48

Experience Investigators by 360Connext

JULY 24, 2019

Customers began to gain control in ways leaders didn’t predict. The levels of transparency and visibility between company and customer changed drastically. One customer could make a big ruckus and get the world’s attention over a weekend, while the corporate PR department clocked out.

Customer Journeys 110

Customer Journeys Culture Customer Centricity System 110

CX Journey

MAY 17, 2017

Either way, it's likely that it's time to revisit your customer listening efforts to ensure they meet today's standards and requirements.

Survey 159

Survey Feedback Social Media Roadmap 159

Customer Guru

JUNE 19, 2018

And within two minutes of them having arrived at Starbucks, she called the police to report trespassing, saying they weren’t willing to purchase or leave. However, having said that, I believe it was, in part, a fault from the manager’s end for reporting on two customers, who were just waiting for another person to join them.

Policies 89

Policies Video Poor Customer Service Customer Retention 89

Wired and Dangerous

FEBRUARY 8, 2016

Knowing what customers are really like starts with the recognition that reviewing the results from customer interviews, surveys, and focus groups is at best like looking in a rear view mirror. Today’s customers change too rapidly to rely solely on what data reports.

Groups 70

Groups Survey Marketing Loyalty 70

SurveySensum

MARCH 14, 2024

After working in the CX industry for over 10 years, this much is clear to me – customer satisfaction is THE MOST important pillarstone of your business. And the key to improving it is by understanding your customers and listening to their voices via customer satisfaction surveys.

Customer Satisfaction 52

Customer Satisfaction Survey Effort Score Banking 52

Wired and Dangerous

OCTOBER 12, 2015

After a while we all stop seeing the details of our customer’s experience. We cease standing in our customer’s shoes. We fail to keep our customer intelligence current. These days, customers change at light-speed so our intelligence efforts must be in real-time or we will be outdated very quickly.

Training 70

Training Culture Customer Care Customer Journeys 70

Gainsight

FEBRUARY 12, 2019

As your customers change priorities and shift strategies, maintaining alignment with their executives and decision makers becomes paramount. With Stakeholder Alignment, Gainsight helps you set up a regular process for executive check-ins, monitor when there are organizational changes, and keep an eye on stakeholder sentiment over time.

How To 81

How To Chief Customer Officer CRM Measurement 81

ChurnZero

FEBRUARY 17, 2022

Or instead of fielding questions from sales reps left and right asking if a customer they sold is live yet, point them directly to a Journey report that makes customer lifecycle data accessible across your organization. Give your direct reports time and space to adjust. Pat yourself on the back because that’s a win, baby!

Software 52

Software Customer Success How To CRM 52

CSM Magazine

NOVEMBER 23, 2020

Try to think of possible solutions to reported problems and implement them. Just one satisfaction check isn’t enough, though – you need to repeat the whole process on a regular basis, to see if new strategies actually work and keep up with your customers’ changing expectations.

Customer Satisfaction 59

Customer Satisfaction Advertising Groups Customers 59

Gainsight

APRIL 18, 2022

Be prepared to iterate on improvements quarterly as your company and customers change. Your reward will be the privilege of generating results that serve the company’s customer teams, go-to-market motion, and overall business growth. But like most simple solutions, it requires significant strategic planning behind the scenes.

Effort Score 52

Effort Score Sports Analysis Groups 52

Qualtrics

MARCH 19, 2020

That may mean targeting a different group of customers and asking a different set of questions. Rather than continuing with a bunch of scaled questions that you use just for the sake of reporting, consider fewer questions about important and emerging areas, and use more open-ended questions to understand what people are truly feeling.

Airlines 56

Airlines Metrics Effort Score Survey 56

Alliance by IFS

JUNE 6, 2019

Alliance Enterprise allows FSOs to update and change software without creating a new code. This means that non-technical staff can create tailored workflows and generate reports. Leverage user-friendly integration tools to proactively communicate with customers. Create custom workflows to meet customers’ changing needs.

Self Service 88

Self Service Software System Technology 88

Daniel Group

SEPTEMBER 1, 2019

Not the customer. While there’s usually nothing wrong with an 8, Bain & Company, the developers of NPS, report that over 80% of referrals come from customers who score 9 or 10. We’ve found this metric to hold true in our own experience conducting voice-of-customer surveys in B2B industrial markets. Not me or my team.

Loyalty 53

Loyalty Net Promoter Score NPS System 53

SmartKarrot

AUGUST 26, 2022

Apply here: [link] Role: Customer Success Manager Location: London, England, United Kingdom (Hybrid) Organization: Switchee As a Customer Success Manager, you will be owning the complete success of your customers, including implementation, product adoption, retention, and growth. Implementing customer change programmes.

Customer Success 19

Customer Success e-support Case Study Roadmap 19

CSM Magazine

JANUARY 12, 2022

All voice service providers (landline, mobile and VoIP) are required to report permanently disconnected numbers to the database on the 15th of every month; these changes are uploaded on the 16th, resulting in a new version of the database. The RND contains U.S.

B2C 52

B2C Call Center Consumers Communication 52

Eptica

JANUARY 15, 2016

According to commentators, we are now seeing the second stage of digital disruption in the sector , with the combination of connected, always-on sensors and the Internet of Things (IoT) driving even greater change.

Insurance 48

Insurance Customer Experience Policies CRM 48

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. 5 things to remember for your customers. Change is hard (in a different way).

Customer Success 52

Customer Success Sales Guidelines Customer Satisfaction 52

ChurnZero

AUGUST 13, 2021

Q: How should you make a business case to purchase Customer Success tools? . [A] A] Anika: We’re in a very, very different space where, first of all, you’re having Customer Success departments report into different heads versus, when I think of Customer Success before, it was a part of Marketing and Sales, and it was an add-on.

Customer Success 98

Customer Success Effort Score Tools Self Service 98

C Space

MARCH 25, 2020

Generate foresight : By tracking trends in customer sentiment and behavior, we can better anticipate their needs. The longer this crisis persists, the more likely it is that new habits will become ingrained – customers’ changing preferences aren’t likely to go back to pre-outbreak norms.

Airlines 40

Airlines Travel Guidelines Exercises 40

C Space

SEPTEMBER 11, 2019

In the face of rapidly shifting customer expectations, exponential competition (and with the “noise” around the “new” and the “death” of what proceeded it) it can be hard to know what to focus on. Competitive advantage exists in thick customer data that helps create relevance to optimize attention. In the U.S.

Brands 40

Brands Competitive Advantage Customer Centricity Consumers 40

SurveySparrow

DECEMBER 11, 2020

This will create a positive, kind, empathic brand image in front of your customers. Changes that Shape Advertising Strategies During Slowdown. According to a research report, people spend 36% more time online during a crisis. Make sure it lets you embed it on the website easily and conduct changes automatically.

Advertising 52

Advertising Strategy Chatbots Social Media 52

Helen Dewdney

APRIL 6, 2019

When a customer changes their mind and has the right to return, the return postage does not have to be paid by the customer. I hear frequent reports of how this practice is killing them. Perhaps the email is just to warn consumers and put some off wearing an item once? This is really hitting small businesses.

Policies 40

Policies Social Media Fashion Retail 40

ChurnZero

AUGUST 13, 2021

Q: How should you make a business case to purchase Customer Success tools? . [A] A] Anika: We’re in a very, very different space where, first of all, you’re having Customer Success departments report into different heads versus, when I think of Customer Success before, it was a part of Marketing and Sales, and it was an add-on.

Customer Success 52

Customer Success Effort Score Tools Self Service 52

Kustomer

JUNE 17, 2021

Sales and CX report into one leader. So, as I said before, we very proactively thought about even the leadership structure and the organizational structure, but then mapping out that customer journey, and that customer journey is constantly iterating on it as our customers change. What do you say to that, Vikas?

Sales 99

Sales Employee Experience NPS Banking 99

Beyond Philosophy

APRIL 21, 2022

It was a subject inspired by some interesting stats I read about in the consumer research team Attest’s 2022 US Consumer Trends report about what different groups of customers want. However, in the same report, I read that: 47% of Americans want brands that inspire or motivate them.

How To 89

How To Entertainment Groups Customers 89

CSM Practice

MAY 13, 2020

Recent research by Gainsight has shown that 65-80% of companies are on a hiring freeze for the next few months, 30-45% have halted hiring indefinitely, and 60-70% of sales leaders polled reported a delay in sales cycles. Depending on the industry, it may cost even more to gain a new customer than to keep an existing customer.

Customer Success 128

Customer Success Effort Score Customer Centricity Video 128

BirdEye

NOVEMBER 8, 2021

Replying to reviews not only shows customers and prospects you care about their experience, but it can also lead to unhappy customers changing their opinion of your business. According to a report, 30% of consumers admit to reversing negative reviews once their concern has been responded to.

Management 97

Management Software Social Media Consumers 97

BirdEye

MAY 14, 2021

We send out a monthly report to the entire operations team to let them know how they’re doing with their star rating, with the review count, etc. Reporting is important for that reason, but it’s also important from a social listening standpoint. Do you happen to have any good examples of what you found in doing this?

Customer Journeys 89

Customer Journeys Marketing Touchpoint Social Media 89

SurveySparrow

JUNE 26, 2019

Here are some of the benefits of closing the feedback loop: Helps track customer journeys: When you use closed-loop reporting, marketers can track everything from the clicks, pages visited, and more which will help in engaging as well as planning the future, for marketers.

Feedback 60

Feedback Survey Touchpoint Brands 60

CSM Practice

MAY 16, 2020

Recent research by Gainsight has shown that 65-80% of companies are on a hiring freeze for the next few months, 30-45% have halted hiring indefinitely, and 60-70% of sales leaders polled reported a delay in sales cycles. Depending on the industry, it may cost even more to gain a new customer than to keep an existing customer.

Customer Success 52

Customer Success Effort Score Video Financial 52