Clarivate

DECEMBER 13, 2017

However, many of those same companies will have little to no objective measurements in place to actually measure their delivered customer experience. While it is true that many companies have some sort of customer surveys, those may likely be measuring only a small portion of the customer experience.

Customer Journeys 49

Customer Journeys Strategy Customer Experience Management 49

PeopleMetrics

JANUARY 24, 2022

Continuously measure CX after key touch points, empower action to be taken after each high-impact customer response (including service recovery), real-time results, benchmarks and helping you make sense of it all with world-class reporting and storytelling. Finally, we will have an updated, self-service survey engine released this year!

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Trends Self Service B2B Roadmap 90

Innovative CX

MARCH 24, 2023

Bad customer service is our new normal? In the latest “National Customer Rage Survey”, conducted by the Customer Care Measurement and Consulting organization, a whopping 74% of consumers said they had experienced a product or service problem in the past year, up from 66% in 2020. Nope, not on my watch. So, there it is.

Customer Service 52

Customer Service Chatbots Conference Customer Journeys 52

Gainsight

FEBRUARY 26, 2024

Today’s customers expect a seamless omnichannel experience as they move from onboarding to product adoption to renewal—and it’s critical to lead them to value quickly to ensure your product becomes sticky along the way. Here’s a look at how to drive adoption with digital user journeys. Change over time.

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How To NPS Effort Score Touchpoint 52

Innovative CX

JUNE 22, 2021

Another one of my blogs talked about why great customer experiences are so elusive for so many companies. All the journey mapping, webinars, ROI discussions, surveys and strategies won’t instantaneously create a better experience for your customers. How exactly have customer expectations changed, then?

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Customer Experience Chatbots Conference Customer Journeys 69

Confirmit

APRIL 15, 2019

Webinar Details. Ecore’s Voice of the Customer program measures and monitors the customer experience at many stages of the customer journey. It also delivers customer insights that are used by stakeholders all over the business to drive decision-making. Voice of the Customer Webinars.

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Customer Journeys Customer Experience B2C Roadmap 40

Lithium

MARCH 7, 2023

Please fill out this quick survey and help shape the future of Atlas! As always, if you haven't signed up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Check out our tipsheet to learn how to avoid failures across the customer journey and set your omnichannel strategy up for success.

Self Service 52

Self Service Omni-Channel Social Media Roadmap 52

Confirmit

JULY 10, 2019

Webinar Details. You need to respond to customers’ issues to give confidence that you will do the right thing by them. With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Watch webinar.

Customer Journeys 45

Customer Journeys B2C Customer Experience Professionals Customer Centricity 45

Confirmit

JULY 10, 2019

Watch webinar. You need to respond to customers’ issues to give confidence that you will do the right thing by them. Faith Adams is an analyst at Forrester Research, serving Customer Experience Professionals. Voice of the Customer Webinars. It’s hard-won, easily lost and utterly critical.

Customer Journeys 40

Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

Gainsight

JULY 26, 2022

Product experience is a primary driver of customer experience. This product experience imperative was the exact topic of the Catapult webinar with Morgan Redwine from Dealerware. . For many, that means triggering email communications at regular intervals or key milestones of the customer journey.

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NPS Effort Score Training Roadmap 59

Confirmit

JUNE 26, 2019

Webinar Details. He has been a chief architect for many companies, both B2B and B2C, guiding clients such as AT&T, Sears, Cisco, eBay, PayPal, NCR, CDW, Johnson Controls, Fannie Mae, and Midmark to successfully construct CX Visions including journey mapping, survey design, turning data into action, and maturity assessments and roadmaps.

Customer Journeys 40

Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

Wootric CX Blog

MARCH 15, 2020

This may be built into your CX program already, but if not, now is the time to double-down on listening and responding to customers. Ensuring your customers feel heard and cared about in times of high stress carries more weight than when times are easy. Here’s a quick guide on how to automate closing the loop on customer feedback.

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Company e-support How To Chief Customer Officer 125

Gainsight

MARCH 19, 2020

We hosted a webinar with Slack on this topic. Early in Gainsight’s tenure (2014), we had a big client (still a customer today) who had a feature request and wanted to see our roadmap. The funny thing is that we ran out of time during that preceding week to change our roadmap much at all. Watch the recording here!

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Customer Success Tips Video Roadmap 85

InMoment XI

OCTOBER 10, 2023

Customer service metrics are not just numbers on a dashboard; they are the narrative of a customer’s journey with a brand, much like a customer journey map. These metrics delve deep, capturing the nuances of every touchpoint, from the initial inquiry to post-purchase survey.

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

Totango

JANUARY 7, 2020

Proactive communication with customers is vital at every stage of their journey. It provides a direct opportunity to learn how to improve the customer experience from the customers themselves. You can conduct an interview or issue a survey that asks your customers to review their onboarding experience.

How To 72

How To Roadmap Meeting Customers 72

Amity

OCTOBER 12, 2017

For example, you shouldn’t start making massive technology investments until you have some of the other building blocks in places such as your customer journey and processes. That said, this model doesn’t mean that you don’t start hiring until you’ve fully defined your customer journey. Technology.

Customer Success 61

Customer Success Customer Journeys Net Promoter Score Effort Score 61

SmartKarrot

FEBRUARY 16, 2023

Conduct frequent training webinars and calls in conjunction with the marketing and training staff at Axon. Get a thorough understanding of the Axon product line and make sure that each customer’s environment is properly implemented. directing the Customer Success System’s implementation.

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Customer Success Roadmap Customers Groups 19

Amity

OCTOBER 12, 2017

For example, you shouldn’t start making massive technology investments until you have some of the other building blocks in places such as your customer journey and processes. That said, this model doesn’t mean that you don’t start hiring until you’ve fully defined your customer journey. Technology.

Customer Success 49

Customer Success Customer Journeys Net Promoter Score Effort Score 49

ProProfs Chat

JULY 6, 2018

Listen to your customers so you can improve their experience. Besides having listening posts throughout the journey and surveys in which to obtain feedback, pick up the phone and call them. Then close the loop with the customer – share with your customers what actions you took to help them. Brian Andrews.

Customer Service 100

Customer Service Tips Culture Customers 100

GetFeedback

JULY 19, 2019

Many companies go to the trouble of asking customers to complete surveys but invalidate those responses by encouraging the wrong behavior. Many dealerships financially reward their employees for high survey scores rather than reward their employees for high survey completion rates. Neutral feedback.

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Data How To Social Media Effort Score 262

Pointillist

JULY 25, 2018

By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. If so, you are not alone.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Watch the entire on-demand Webinar episode here.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

Gainsight

MAY 18, 2023

The team made some showstopping announcements, from an amped-up AI engine under the hood of the Gainsight platform to personalized, effective ways to engage customers and drive value throughout the digital customer journey. “The The history of Customer Success and the history of Gainsight are fundamentally intertwined.

Self Service 52

Self Service Chief Customer Officer Customer Journeys Customer Success 52

ChurnZero

JUNE 18, 2021

Customer exit interviews, when properly structured and executed, provide a unique chance to dig deep and discover valuable information which can lead to actionable churn-preventing insights. Anita Toth, Chief Churn Crusher, joined us for a webinar to discuss how to: Conduct killer customer exit interviews. Q&A Recap.

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How To Sales Customer Success Customers 98

CSM Magazine

SEPTEMBER 20, 2021

Focus on the Entire Customer Journey. Generally, businesses interact with the customers on standalone touchpoints in their journeys such as: First purchase. However, studies reveal that focusing on the entire customer journey instead of these standalone touchpoints is one of the vital customer service skills.

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Examples Tips Self Service Social Media 98

Thematic

MARCH 29, 2020

For example, you sent a survey or you ask for feedback during an interview. Solicited feedback can be quantitative (ratings, scores) if you are asking rating questions in surveys, or qualitative (text) if you are asking open-ended questions or running customer interviews. Customer surveys.

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Feedback How To Analysis e-support 111

Gainsight

MAY 3, 2020

Last week we were treated to a lively conversation with Eric de Jager, President at Harbor Products Group, and our very own Tyler McNally, VP of Customer Experience who really proved how vital it is for Product Leaders and Customer Success leaders to partner during these uncertain times. In-App Guides/Survey.

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Customer Success Customer Experience Roadmap ROI 59

Amity

OCTOBER 31, 2016

When hiring, I encounter a lot of ex-salespeople who want to see the rest of the customer journey, and I encounter people in tech support who tend to be more reactive than they need to be. We also publish content and conduct webinars with them, and we use the tools they use, like Marketo. A lot also happens with our sales team.

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Customer Success Customers Metrics Sales 0

Gainsight

JUNE 10, 2021

To create this targeted experience, it’s important to put together a bespoke program that involves multiple channels like email, webinar, and office hours in a way that’s best suited to your users. There is more training for tenured CSMs to drive and outcomes throughout the customer journey by aligning the training to the customer lifecycle.

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Metrics Customer Success Customer Journeys Measurement 52