Comm100

DECEMBER 19, 2017

Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team.

Strategy 294

Strategy Customer Experience How To Customer Journeys 294

ShepHyken

JANUARY 14, 2019

(cp2experience) I have framed all my top tips around the benefits to customers (and employees) and identified how technology can support the delivery of an enhanced, competitively distinct customer experience. My Comment: Here’s a list of ten strong tips to help you and your organization become more customer focused.

Customer Journeys 94

Customer Journeys Customer Service Sports eBook 94

ShepHyken

DECEMBER 5, 2022

My Comment: Our friends at Centrical have just released an ebook about refining the employee experience (EX). I’ve already mentioned in this Top Five roundup how the employee experience is crucial to the customer experience. The ebook is “gated,” so you will have to fill out the form to download the book.

Customer Service 70

Customer Service Hospitality e-support eBook 70

Alida

MAY 10, 2016

Note: The following guest blog post from CX expert Jeanne Bliss first appeared as a preface in The Enterprise Guide to Customer Experience , an ebook authored by Tyler Douglas, chief sales and marketing officer at Vision Critical. Customer Experience is not a new idea. How to Build Your Customer Driven Growth Engine.

Chief Customer Officer 100

Chief Customer Officer Strategy Company Customer Experience 100

ClientSuccess

OCTOBER 12, 2022

In today’s modern SaaS landscape, customer-focused teams constantly look for new ways to innovate and grow. You can learn more about finding the right customer success solution for your organization here and check out these related resources: . Webinar: Designing the Playbooks to Power Your Customer Journey. Start Here!

Software 76

Software Customer Success eBook Metrics 76

ClientSuccess

JANUARY 11, 2023

By incorporating these principles into your customer success strategy, you can ensure that every member of your team is collaborating towards a common goal: delighting customers and achieving success. The Golden Rule as the Standard for Customer Success. But what does that have to do with customer success? In fact, a lot.

Customer Success 80

Customer Success eBook Loyalty Conference 80

ClientSuccess

JANUARY 12, 2022

This is why establishing an executive sponsor program is critical to customer success – with an executive or team leader on your team working directly as an advocate for your customers, it’s easier to get more done both on the product side and on the customer success side. Design your engagement strategy.

Customer Success 75

Customer Success eBook Measurement Leadership 75

ClientSuccess

JULY 6, 2022

Getting creative with your customers, giving them new ways to engage with each other and with your organization, and delivering unique customer experiences is the mark of a truly modern, customer-focused organization. . Webinar: Whoever Keeps the Most Customers Wins. Toolkit: How To Build Customer Loyalty.

Loyalty Programs 79

Loyalty Programs Loyalty eBook Conference 79

Comm100

NOVEMBER 30, 2017

Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team. Each activity focuses on a particular area of learning and comes with suggested debriefs. Let us know your comments.

Training 103

Training Customer Service eBook Tips 103

ClientSuccess

FEBRUARY 1, 2021

By tracking customer projects in your new customer success platform, your team should be able to make these decisions effectively and efficiently. Can we use this platform to manage customers throughout their entire account relationship? Webinar: Delivering Customer Success at Scale.

Software 104

Software Customer Success Effort Score eBook 104

ShepHyken

APRIL 5, 2021

12 Customer Experience Stats Show Why Resolving Channel Silos Is Crucial Today by Medallia. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Customer Service 124

Customer Service Self Service Contact Center Tips 124

SurveyGizmo

NOVEMBER 11, 2021

Please download our CX Predictions for 2022 ebook for our full report. With more people confined to their homes this past year and more reliant than ever on digital tools, customer expectations for a friction-less experience have risen. This is part 5 in a 5-part series. We were living B2C lives where purchases were only a click away.

B2C 98

B2C B2B Self Service e-support 98

ShepHyken

JANUARY 21, 2019

(Copperberg) We’ve put together a brand new eBook with Shep Hyken looking at Excellence in Service! (My My Comment) Last year I flew to Amsterdam to speak on customer service at an industry conference. Just a few days ago I received a short summary of the speech in the form of an ebook. Follow on Twitter: @Hyken.

Customer Service 70

Customer Service eBook Case Study Social Media 70

ClientSuccess

JANUARY 25, 2021

And, for as much as you work to make customer success an organization-wide effort, your department leaders and/or executives are most likely the ones spearheading this initiative, leaving CSMs themselves free to deal with customer-focused tasks. Actionable ways to bridge the gap between customer success and marketing.

Customer Retention 81

Customer Retention Customer Success Marketing Case Study 81

ShepHyken

APRIL 10, 2017

Companies are embracing customer data as a purposeful way to deliver a personalized experience, which can lead to repeat business. In addition, customer data gives you more insight into trends, what’s working, what’s not and more. You most likely have heard the Nordstrom story of the customer returning a set of tires.

Omni-Channel 80

Omni-Channel Customer Service Self Service eBook 80

Quadient

FEBRUARY 15, 2022

Our new ebook, The essential checklist for Customer Journey Mapping , was co-written with the author of How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change and founder of cutting-edge CX consultancy, Heart of the Customer , Jim Tincher.

Customer Journeys 59

Customer Journeys Touchpoint Fashion eBook 59

ShepHyken

OCTOBER 4, 2017

This week is National Customer Service Week. To help celebrate, I’m offering a free Amazon eBook of Be Amazing or Go Home ( Available from Amazon ). Happy Customer Service Week! Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. One day my assistant came in late.

Customer Service 121

Customer Service Customer Service Training eBook Customers 121

SurveySparrow

DECEMBER 8, 2023

Inbound lead generation is customer-centric. Instead of bombarding a broad audience with messages, it focuses on understanding your ideal customers and solving their problems. This customer-focused approach not only attracts leads but cultivates trust and loyalty. It’s like giving candy to new friends.

Social Media 52

Social Media eBook Survey Customer Centricity 52

ClientSuccess

FEBRUARY 8, 2023

The sales team is focused primarily on new logo sales and may get credit for any expansion within a period of time (first quarter, 6 months, year), but they transition out after that period of time and the customer success team takes over from there and only draws on the sales team as needed for complex expansion deals or renewals.

Customer Success 71

Customer Success Sales eBook Resources 71

ClientSuccess

DECEMBER 4, 2018

Understanding and recognizing where your team stands in regards to the larger company as a whole can help position customer success to the team and lay the groundwork for a customer-focused culture. Here is a great eBook and guide for building your customer success KPIs. Develop and Spread Your Message.

Customer Success 63

Customer Success eBook Culture Meeting 63

BirdEye

OCTOBER 16, 2020

Here are a few stats that show customer experience is crucial in today’s environment. 65% of customers find a positive experience with a brand to be more influential than great advertising. 67% of customers say their standard for good experiences are higher than they’ve ever been. . Download the eBook below.

Strategy 98

Strategy Customer Experience eBook Tips 98

ClientSuccess

NOVEMBER 2, 2020

Hosted by five-time Chief Customer Officer Jeanne Bliss, the Human Duct Tape podcast is the best of both worlds: engaging podcast and customer success strategy. The Customer Success Community online forum. Here are some additional resources from ClientSuccess : The Customer Success Webinar Series. Customer Success eBooks.

Resources 70

Resources Customer Success Chief Customer Officer Case Study 70

ClientSuccess

DECEMBER 7, 2020

Managing account project plans with a dedicated customer success platform shows your customers that your team is serious and dedicated to delivering a high level of service – and that your organization is worthy of a customer-focused reputation. Toolkit: Customer Success Metrics Toolkit. Want to learn more?

Software 65

Software Customer Success eBook Metrics 65

ShepHyken

MARCH 1, 2021

Centrical) This eBook explains how you can make work from home – work. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken.

Customer Journeys 80

Customer Journeys Customer Service e-support Self Service 80

Confirmit

NOVEMBER 16, 2020

Action Management closes the loop within 48 hours for over 95% of all customer alerts, resulting in an 86% decrease in complaints. Empire Today runs a comprehensive VoC program to gauge overall customer engagement. Company-wide customer focus resulted in an all-time high NPS score, with a +32% increase in 2019.

Insurance 52

Insurance Case Study Touchpoint eBook 52

GetFeedback

DECEMBER 21, 2018

US auto insurance carriers that have provided customers with consistently best-in-class experiences have generated two to four times more growth in new business and about 30% higher profitability than their counterparts with an inconsistent customer focus. consumers say customer experience at most companies needs Improvement. (

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ShepHyken

JULY 18, 2018

Or it can be something digital like an eBook, special report, or a video. As long as it has some value to the customer – and that there are “no strings attached.”. So, what can you give away that your customers will appreciate? You don’t have to be a big company like a Spotify or Pandora to offer up something free.

Advertising 86

Advertising eBook Tips Customer Service Training 86

Comm100

JUNE 19, 2018

At Disney, one of the most important parts of having a strong customer focus is having a common purpose and a clear brand promise. Recommended for you: [eBook]50 Customer Service Training Activities for Live Chat and Telephone Teams. Free Download] Improve Your Customer Experience: An Action Plan for CX Success.

Contact Center 102

Contact Center Entertainment eBook Culture 102

Beyond Philosophy

MAY 23, 2016

Needless to say, they failed to address my frustration at feeling undervalued by them as a customer. They are not a customer-focused operation. Telecoms continue to fail to focus on the customer. As Customer Experience consultants, we see this kind of behavior all the time, in many different industries.

Customer Centricity 112

Customer Centricity Consulting eBook Leadership 112

ClientSuccess

NOVEMBER 22, 2022

If you don’t have your customer success, marketing, and sales teams combined in the same way, be sure to have a consistent cadence of meetings to keep alignment always top of mind as a core piece of your goals. So how can you ensure that your customer focus drives value for your brand?

Customer Success 69

Customer Success Strategy Marketing Social Media 69

Beyond Philosophy

JANUARY 8, 2018

The danger is that relabeling positions or projects without revamping the experience to have a customer focus creates the perception that Customer Experience efforts are ineffective. Sign up to our new podcast, The Intuitive Customer , and get a FREE ebook! However, they are not doing anything different than in the past.

Trends 125

Trends eBook System Conference 125

Centercode

MARCH 4, 2021

In our experience, high-performing products are the result of this real-world, customer-focused mindset. It’s also one that pushes the results of customer testing throughout the product development life cycle. See our industry use cases and our list of satisfied customers in our ebook, Making Good Technology Great.

Report 81

Report Consumers How To eBook 81

ShepHyken

NOVEMBER 21, 2016

My Comment: CustomerGuage has released an “eBook” about the power of NPS (Net Promoter Score). It’s short – about 21 pages with a lot of pictures – but is packed with information you’ll need to know to get the most out of NPS and how to properly survey your customers. It’s worth it. For information contact or www.hyken.com.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

ShepHyken

DECEMBER 4, 2017

Rethinking Federal Customer Experience by Frank Konkel. Nextgov) This eBook looks at how agencies are baking customer experience into their missions. My Comment: Let’s kick off this week’s Top Five with an interesting concept: That the United States government could provide excellent customer service.

Customer Service 0

Customer Service Government Poor Customer Service Case Study 0

inmoment

AUGUST 30, 2018

Essentially, when your surveys feel like interrogations, they aren’t improving the customer experience. When you focus on starting a conversational survey, the picture completely changes because of one major fact: conversations are customer-focused. Check out the free Digital Intercept eBook here !

Survey 45

Survey Customer Experience eBook Online Experience 45

ClientSuccess

OCTOBER 22, 2019

It marks a turning point in SaaS strategy from doing whatever it takes to grow a business to ensuring customer-focused decisions throughout the entire vendor/consumer relationship. . The growth of customer advocacy has been a boon for customer success teams for a few reasons. Webinar: The Customer Success Advocacy Ladder.

Customer Success 40

Customer Success eBook Social Media Consumers 40

ClientSuccess

SEPTEMBER 27, 2018

Instead of simply passing new customers off to a Customer Success Manager (CSM) to deal with after a sale is completed, organizations are realizing the benefits of having a strong customer-focused strategy in every department , from sales and marketing to finance and product.

Trends 74

Trends Customer Success Effort Score ROI 74