Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it?

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

GetFeedback

SEPTEMBER 20, 2019

NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. . How do you get loyal customers? Net Promoter Score (NPS).

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

Calabrio

AUGUST 7, 2019

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. ICCU takes a fresh, unique approach to customer service, and it shows. These efforts pay off.

Contact Center 189

Contact Center Net Promoter Score Effort Score Gamification 189

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

GetFeedback

JULY 19, 2019

We used to get so excited to talk about the Voice of the Customer (VoC). It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. How to set up your Voice of the Customer (VoC) program for success. Gather your champions. Communicate how you will measure success.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Lithium

SEPTEMBER 7, 2022

Digital customer care can meet and exceed your original ROI projects in several ways. However, poorly implementing a digital Care system can cost hundreds of thousands of dollars annually in wasted time and low NPS scores. What has been your experience with the Care platform? Parker Hicks. Josh Snider.

ROI 52

ROI Social Media Effort Score Chatbots 52

Method:CRM

MARCH 28, 2023

In 2023, customer experience is going to play a bigger role in businesses than ever before. To stay ahead of the curve and create a good customer experience, companies need a clear customer-centric strategy. This blog dives into some of the ways you can provide the best customer experience.

Customer Experience 52

Customer Experience Self Service How To Net Promoter Score 52

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Beyond Philosophy

OCTOBER 28, 2021

Is Customer Experience dying? At the very least, Customer Experience is dying as we know it. Customer Experience as we know it is dying because of a few factors. Organizations want to fix one thing and then go on about their business with an improved Customer Experience. . Maybe it is.

Customer Experience 97

Customer Experience Net Promoter Score Insurance Effort Score 97

Gainsight

JULY 10, 2023

Delivering exceptional customer experiences is imperative for all Customer Success teams. If you’re looking to enhance your customer engagement model for scale while also optimizing your resources, the tips shared in our recent Grow and Tell webinar provide a strong start.

Self Service 52

Self Service How To Roadmap ROI 52

SurveySparrow

MARCH 21, 2023

The relationship between customers and businesses is greatly influenced by the kind of experience you offer them. This is especially true of the B2B customer experience. B2B customers don’t just want you to meet their expectations; they want you to exceed them – every single time. The room for error is low.

B2B 52

B2B Customer Journeys Customer Experience B2C 52

Middlesex Consulting

MARCH 5, 2018

This article describes why and how to implement the peak-end rule to improve the ROI of your customer experience (CX) efforts. Recently, four separate events happened to me with the result being what I believe is new thinking about how to make a CX program cost effective.

Customer Experience 60

Customer Experience Effort Score CEM ROI 60

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

BirdEye

APRIL 20, 2023

Local lead generation is a great way to reach potential customers in your area and increase your revenue. Smaller businesses work to generate local leads using tactics that will attract customers located within close proximity. Then work to encourage customers to leave reviews. But how can you generate local leads?

Social Media 98

Social Media Multi-Channel Metrics Effort Score 98

SurveySparrow

FEBRUARY 21, 2020

There has never been another time when customer experience had been as important as now. Providing exceptional customer service with no matter the kind of obstacles that you face is imperative. It is impossible to survive without having a customer experience strategy in place.

Metrics 52

Metrics Customer Experience Effort Score Net Promoter Score 52

Totango

JUNE 28, 2022

But during an economic downturn , when companies are cutting costs and putting a halt on investing in new products, the CMO’s focus has to switch from facilitating growth through new customers to promoting growth via the company’s current customer base. . Maximize Your Return on Investments. Make Your Company Relevant .

Return on Investment 75

Return on Investment Competitive Advantage ROI Effort Score 75

Totango

APRIL 2, 2019

From the moment a customer buys your product or subscribes to your service, they’ve chosen to take a journey with your brand. It’s a journey that promises recurring value, and it’s your job to make sure that every step of the way leaves a positive impression on the customer. Through customer journey mapping. Automate tasks.

Customer Journeys 107

Customer Journeys Effort Score How To Customer Success 107

Totango

AUGUST 8, 2021

Driving software adoption through customer success in the 2020s is a precision business. Your product adoption strategy—the process you follow to ensure your customer is achieving maximum value from their daily use of your product—should be based on solid data and driven by the pursuit of ever-evolving goals. Proactively Provide Value.

Software 118

Software Customer Engagement Customer Success Engagement 118

BirdEye

APRIL 7, 2023

Measuring the success of your marketing efforts the right way is crucial. With so many paid and organic marketing campaigns, knowing which brings the most leads, revenues, and customers is crucial. It is also possible that a lead had more than one touchpoint before becoming a customer. We completely understand the feeling.

Marketing 52

Marketing Social Media Return on Investment Touchpoint 52

Totango

MAY 23, 2019

When your goal is to grow your customer’s business, upselling becomes a means, not an end. That’s the advantage of working within a customer-centric environment. Your success depends on your customer’s success, so expansion becomes a necessity for both parties. Customer success upsells are critical to your own success.

Customer Success 75

Customer Success Effort Score Customer Centricity How To 75

Alida

AUGUST 10, 2017

Everyone working in customer experience (CX) wants to know if their time and resources are well spent. For example: “During the two years since our program was rolled out, satisfaction scores improved by four percent; we also saw a five percent decrease in customer churn.”. Experiment over time with longitudinal research.

Measurement 147

Measurement How To Effort Score Study 147

Customer Guru

MARCH 7, 2018

Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. That was my introduction into the customer experience industry.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

ChurnZero

OCTOBER 22, 2021

Customer Advocacy: How to Get Your Customers and Customer Success Team Invested. You may be able to snag a few reviews here and sign up a few references there without much of a dedicated effort. You may be able to snag a few reviews here and sign up a few references there without much of a dedicated effort.

Customer Success 96

Customer Success How To Case Study Customers 96

ClearAction

OCTOBER 20, 2015

Customer Experience for the Future: Context is King. Every job exists thanks to customer funding. As Peter Drucker said, “The customer is the foundation of a business, and keeps it in existence.” Context is one of five success factors described in my recent article, Customer Experience for the Future: 5 Keys.

Customer Experience 48

Customer Experience Social Media ROI Customer Experience Management 48

Totango

SEPTEMBER 22, 2020

Customer success in the 2020s is a precision business. Just as resource companies have boosted yields and increased prospect success rates through the adoption of increasingly accurate scientific measurements, striking gold in customer success has become a product of data and observation. Build a Customer Community.

Customer Engagement 98

Customer Engagement Engagement Strategy Effort Score 98

Middlesex Consulting

MARCH 5, 2018

This article describes why and how to implement the peak-end rule to improve the ROI of your customer experience (CX) efforts. Recently, four separate events happened to me with the result being what I believe is new thinking about how to make a CX program cost effective.

Effort Score 60

Effort Score CEM ROI Customer Satisfaction 60

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. And when it comes to delivering the right customer success function to your clients you are as good as the tool you use. What is a Customer Success Software?

Software 52

Software Customer Success Effort Score Net Promoter Score 52

BirdEye

JUNE 30, 2022

As a business owner, you already know marketing is essential to your success – but do you have a plan to reach local customers? These expert tips can help both brand new and well-established businesses reach new and existing customers in their immediate area. Take an online to offline approach to convert customers.

Marketing 97

Marketing Social Media Advertising Effort Score 97

Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Customer Success vs Account Management: How are They Different?

Customer Success 71

Customer Success Management Net Promoter Score Effort Score 71

Bob Hayes

JUNE 6, 2016

Executives use customer surveys to help them improve the customer experience. In this post, I will describe two types of customer surveys, each providing insight to help executives make better, customer-centric decisions. These surveys are relationship surveys and transactional surveys. Relationship Surveys.

Survey 40

Survey Customer Experience Customer Journeys Effort Score 40

BirdEye

MAY 8, 2023

But finding and engaging new prospects takes time, strategy, and effort. Before social media and marketing automation, companies would fish for new customers by making cold calls and even knocking on doors. Today, businesses use all kinds of channels and sales prospecting tools to generate leads and convert them into customers.

Sales 52

Sales Tips Strategy Social Media 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

Lithium

NOVEMBER 6, 2020

Khoros customers are leaders and champions of progress in many different industries. Their innovative solutions, dedication to customers, and overall awesomeness make us proud to be their partners. Doing so simplified community processes for employees while enhancing communications with their customers.

Social Media 52

Social Media Return on Investment ROI Average Handle Time 52

Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Customer Success vs Account Management: How are They Different?

Customer Success 63

Customer Success Management Net Promoter Score Effort Score 63

Retently

NOVEMBER 21, 2018

Do you know how many customers talk about your brand to others in a positive light? Simply put, advocacy marketing is getting existing customers to share their positive experience with your company to other people. It prompts the most enthusiastic customers to amplify the voice of your brand and thus bring in more business.

Examples 120

Examples Strategy Company Marketing 120

inSided

OCTOBER 1, 2022

When it comes to Community, there’s a common misconception that it's best for companies who have 500 or more customers per CSM. But the truth is: Community or a digital strategy is of value to ANY customer and ANY CSM, regardless of your touch style or size of the customer. From fractured to unified customer journey.

Case Study 52

Case Study Effort Score Customer Journeys Study 52