Gainsight

JANUARY 4, 2021

Customer Success Team Management. Customer Success Career Advice. Customer Success Leadership. Customer Onboarding: From Implementation to Time to Value. Customer Experience. Scaling Customer Success. Managing Customer Relationships. Launching Customer Success.

Resources 111

Resources Customer Success eBook Multi-Channel 111

ShepHyken

MAY 6, 2022

Before customer service outsourcing , there was once a time when customer service was largely limited to one-on-one phone calls. However, 65% of people now have higher customer service expectations. Clear multi-channel guidance and service policies . Channel alignments . 6: Seek customer feedback.

Customer Service 70

Customer Service Multi-Channel Omni-Channel Exceptional Customer Service 70

CSM Magazine

NOVEMBER 9, 2022

Change management improves communication, persuasion, leadership, and structure. Creating a customer-focused organization starts with team spirit and avoiding a silo mentality by encouraging a free flow of information. Remember customers are determining all processes; each department should understand the CX point-of-view: Marketing.

Customer Journeys 52

Customer Journeys Self Service Customer Centricity CRM 52

ReviewTrackers

MARCH 26, 2020

This information can convey these customers’ thoughts, feelings, satisfaction levels, or opinions about your product, service, or brand. Now, customers can share their feedback using various platforms and channels, such as: Online reviews and ratings. Customer satisfaction surveys. Customer interviews and roundtables.

System 81

System Feedback Social Media Net Promoter Score 81

Beyond Philosophy

AUGUST 17, 2015

When their customers were interviewed, it was not the high order completeness and delivery timing rates that mattered, it was the emotion behind the memory of inconvenience and other problems caused by incomplete orders or delivery that was earlier or later than expected. The stats on this, and their behavioral impact, are well known.

Omni-Channel 60

Omni-Channel Multi-Channel Hotels Banking 60

SmartKarrot

JANUARY 21, 2022

Work closely with product leadership to help deliver roadmap feature requests across the entire customer base. Enable the customer success team to have the proper marketing and design resources necessary to build client-facing collateral and end-user training materials.

Customer Success 19

Customer Success Multi-Channel Roadmap Leadership 19

ReviewTrackers

JULY 9, 2018

This information can convey these customers’ thoughts, feelings, satisfaction levels, or opinions about your product, service, or brand. Now, customers can share their feedback using various platforms and channels, such as: Online reviews and ratings. Customer satisfaction surveys. Customer interviews and roundtables.

System 50

System Feedback Social Media Net Promoter Score 50

NobelBiz

JULY 31, 2023

As we delve into the fundamentals, you’ll discover how call queuing empowers businesses to build lasting customer relationships and cultivate a reputation of unparalleled service. Skill-Matched Routing In diverse businesses, not all customer queries are alike. Watch the entire podcast episode here!

Communication 52

Communication Call Center Wait Times Contact Center Software 52

Natalie Petouhof

JUNE 9, 2015

But unless a platform is built with it’s very core centered on driving more than the old CRM (transactional customer relationship management), hundreds or millions of dollars or more were spent trying to piece technology together, only to result in thwarted attempts to create experience management across channels like web, mobile and commerce.

Report 40

Report Management Multi-Channel Competitive Advantage 40

Beyond Philosophy

NOVEMBER 28, 2017

CMC Thought Leadership Principal, Beyond Philosophy. Moving up the Hierarchy, 5 of the emotions – Trusting, Valued, Cared For, Safe, and Focused – are more leveraging, actively contributing to building and sustaining customer relationships. Michael Lowenstein, Ph.D., However, it was understood that value is not just rational.

B2C 83

B2C Banking B2B e-support 83

SmartKarrot

NOVEMBER 2, 2022

Role: SVP, Customer Success Location: Atlanta, GA, US (Hybrid) Organization: Cardlytics As an SVP of Customer Success, you will lead and scale an inclusive, world-class, multi-discipline services organization – driving vision, growth strategy, and execution.

Customer Success 19

Customer Success Self Service Multi-Channel Social Media 19

Natalie Petouhof

JUNE 15, 2015

Multi-disciplinary Skill Sets Required of Chief Experience Management Officer. Experience management needs to be focused on what customers are interested in, have concerns about and providing the information they need to make purchases. This may mean organizations at the very least assign the CEO, CIO or CMO to this charge.

Customer Experience Management 40

Customer Experience Management Technology Strategy Management 40

ProProfs Chat

JUNE 26, 2020

The customers will see the callback message when they request one during or after a customer support process. 50 EXAMPLES OF CANNED RESPONSES > Channels. Channels are different mediums you choose to connect with your customers. LEARN MORE TO MEASURE CX SUCCESS > Customer Satisfaction Rating.

Customer Service 119

Customer Service e-support Net Promoter Score Multi-Channel 119

Beyond Philosophy

SEPTEMBER 6, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Many companies devote considerably more energy and resources to capturing customers than they do to keeping them. But, all customers are not created equal; some have more potential value than others. Michael Lowenstein, Ph.D.,

Multi-Channel 60

Multi-Channel Consulting Study Customers 60

Chattermill

MAY 12, 2019

Zappos founder Tony Hsieh’s book is essential reading for all customer experience professionals. Under his leadership, Zappos has grown gross merchandise sales from $1.6M in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. Delivering Happiness: A Path to Profits, Passion, and Purpose by Tony Hsieh.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

SmartKarrot

NOVEMBER 24, 2021

Customer-centricity provides a positive customer experience and aims to increase customer loyalty, drive repeat business, and improve growth. Customer-centric thinking is crucial to building long-term relationships. You can build customer relationships with three important concepts-.

Customer Centricity 10

Customer Centricity Multi-Channel Leadership Customer relationships 10

SmartKarrot

DECEMBER 23, 2020

Support the post-sales processes and collaborate with Sales, Delivery and Support leadership to improve the customer journey on strategic handoffs, while understanding customer needs or expectations. Hold accountability for project success, customer satisfaction, revenue forecasting, margin goals.

Customer Success 10

Customer Success Multi-Channel Ecommerce Metrics 10

SmartKarrot

APRIL 14, 2021

Monitor customer, market and competitor activity and provide feedback to the company leadership team and other company functions. Manage key customer relationships to drive retention and organic growth opportunities. Establishing efficient communication channels between Grid Dynamics teams and client organizations.

Customer Success 10

Customer Success Case Study Multi-Channel Leadership 10

SmartKarrot

JANUARY 19, 2021

Provide leadership and direct oversight of CSMs to ensure they develop strong customer relationships and serve in the role of trusted advisor to the customers. Achieving all quarterly targets including adoption, retention, expansion and referenceability metrics.

Customer Success 10

Customer Success Multi-Channel Leadership ROI 10

SurveySensum

JULY 14, 2020

Nandkishor Tripathi – Global Head of Customer Experience at SurveySensum. Multi-Award Winner, Nandkishor Tripathi is a Market Research Operations and CX Methodology Specialist with over 16 years of proven track record in delivering customer experience at the highest levels. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

NOVEMBER 18, 2020

Inspire customer success across the Customer Success department and throughout the company, working with sales, marketing, product, and finance. Collaborating with the sales, partnerships, and marketing team to develop a regular stream of multi-channel engagement programs to drive product adoption, retention, and customer advocacy.

Customer Success 10

Customer Success Multi-Channel Leadership Customers 10

BirdEye

FEBRUARY 23, 2024

It can be written and verbal communication, spanning various channels and formats. You can only have stellar customer communication through streamlined and effective business communication. You can create a transparent, informed, engaged workforce using internal newsletters, town hall meetings, and feedback channels.

Communication 64

Communication Multi-Channel Culture Social Media 64

NobelBiz

JULY 25, 2023

Customer Interaction Analytics also serves as a tool used by supervisors to analyze what interactions the team is having and to determine the most successful communication channels for a given campaign. These platforms provide a goldmine of data regarding customer sentiment and brand perception.

Interaction 98

Interaction Analytics Call Center Contact Center 98

Brad Cleveland Blog

DECEMBER 1, 2023

Megan Jones, Editor at Call Centre Helper, recently interviewed me to discuss the habits every leader should adopt to succeed in planning ahead.

Contact Center 46

Contact Center Multi-Channel Customer relationships Call Center 46

Brad Cleveland Blog

AUGUST 31, 2023

AI is dramatically transforming customer service. Or better yet, how do you lead the … Continue reading → The post Future-Proof Your AI-Powered Customer Service appeared first on Brad Cleveland. The opportunities – and risks – are unprecedented.

Customer Service 52

Customer Service Customers Multi-Channel Contact Center 52

SmartKarrot

MAY 9, 2022

Develop a differentiated and multi-channel customer journey across the client lifecycle. Build strong customer relationships to understand the market needs and drive the voice of the customer internally to influence investment and product strategy. Generate client reports for all major metrics.

Customer Success 3

Customer Success Multi-Channel Metrics Customers 3

Brad Cleveland Blog

DECEMBER 1, 2023

Megan Jones, Editor at Call Centre Helper, recently interviewed me to discuss the habits every leader should adopt to succeed in planning ahead.

Contact Center 26

Contact Center Multi-Channel Customer relationships Call Center 26

SmartKarrot

MAY 30, 2022

Develop a differentiated and multi-channel customer journey across the client lifecycle. Provide thought leadership to shape CSM group at the business, regional and global level. Set quarterly objectives and key results across quality, adoption, and CSAT.

Customer Success 3

Customer Success Multi-Channel Consulting Roadmap 3

Brad Cleveland Blog

AUGUST 31, 2023

AI is dramatically transforming customer service. Or better yet, how do you lead the … Continue reading → The post Future-Proof Your AI-Powered Customer Service appeared first on Brad Cleveland. The opportunities – and risks – are unprecedented.

Customer Service 26

Customer Service Customers Multi-Channel Contact Center 26

Brad Cleveland Blog

JANUARY 24, 2023

Bill Price is a longtime friend and industry colleague in the customer service space. Bill was Amazon’s first global vice president of customer service and is the founder and president of the consulting firm Driva Solutions.

Consulting 29

Consulting Customer Service Industry Multi-Channel 29

Brad Cleveland Blog

JUNE 1, 2023

The following are excerpts from the transcript of Brad’s recent keynote address to Contact Center Expo, hosted by ICMI, the International Customer Management Institute, May 16 and 17, 2023. Hi everyone. Thanks so much for joining us.

Contact Center 26

Contact Center Management Multi-Channel Customer relationships 26

Brad Cleveland Blog

JUNE 1, 2023

The following are excerpts from the transcript of Brad’s recent keynote address to Contact Center Expo, hosted by ICMI, the International Customer Management Institute, May 16 and 17, 2023. Hi everyone. Thanks so much for joining us.

Contact Center 26

Contact Center Management Multi-Channel Customer relationships 26

Brad Cleveland Blog

JANUARY 24, 2023

Bill Price is a longtime friend and industry colleague in the customer service space. Bill was Amazon’s first global vice president of customer service and is the founder and president of the consulting firm Driva Solutions.

Consulting 26

Consulting Customer Service Industry Multi-Channel 26

SmartKarrot

NOVEMBER 2, 2022

Challenges are inevitable in growing customer accounts. The key account management process is a multi-step process that begins with analyzing the profitability and continues throughout the sales cycle. Whenever we say accounts or customer accounts here, you should know we are talking about the high-value key account.

Management 10

Management Sales Multi-Channel Customer Success 10

Brad Cleveland Blog

SEPTEMBER 19, 2019

We discussed how channels are likely to be approached in the future. I hope the video helps you consider how to prepare … Continue reading → The post Contact Center Future Shock: Channels May Become Part of Our Past appeared first on Brad Cleveland.

Contact Center 26

Contact Center Call Center Video Multi-Channel 26

BirdEye

APRIL 6, 2023

Consulting Starting a consulting firm can be lucrative if you have in-depth knowledge and passion regarding a specific topic, such as accounting, data management, social media marketing, leadership, or communication. All you need to do is set up shop, create a marketing plan, and start building customer relationships.

Insurance 98

Insurance Social Media Transportation Consulting 98

NobelBiz

JUNE 6, 2021

Agents in customer relations and customer service are also aware of client concerns and collect feedback on a regular basis. There is one critical moment that counts more than the others in every journey, regardless of the channel. Make relationship situations a top priority. Creating personas here is key.

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Touchpoint 52