Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey? Social media vs. SEO reach.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies.

Customer Success 80

Customer Success eBook Loyalty Conference 80

Education Services Group

JUNE 18, 2018

How do I increase customer retention? Although the answer is multilayered and complex, one of the essential building blocks to answering it includes Customer Success Managers (CSM). A career field that barely existed five or so years ago, CSMs make up ground zero for all CS functions — that includes keeping customers.

Customer Retention 45

Customer Retention Customer Success Management Customers 45

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey?

Customer Journeys 209

Customer Journeys Social Media B2C Omni-Channel 209

Customer Experience Insight

DECEMBER 3, 2020

Customer experience professionals might be the most valuable players in their company’s success in 2021. You hold the key to customer retention. Many just couldn’t retain the customers they had before they were forced to shut down. So retaining customers is more important than ever. Connect personally.

Customer Experience Professionals 52

Customer Experience Professionals Social Media Customer Retention Tips 52

Calabrio

SEPTEMBER 21, 2016

That’s 200B+ minutes of your customers telling you who they are and what they want. Why are so many organizations letting their customer voice just sit there, boxed up on the shelf, instead of putting this data to work to drive proactive change? They’re giving sales an invaluable understanding of what their customers want.

Contact Center 100

Contact Center Analytics Technology Customer Voice 100

CustomerSuccessBox

JUNE 21, 2022

The general agreement is that successfully onboarding a customer on a B2B SaaS platform involves ensuring the customer knows how to use your product. Yet, it’s often easy said than actually done, especially, when you’re looking for Customer Onboarding at Scale. 8 Best Strategies for Customer Onboarding at Scale.

Strategy 52

Strategy Customer Retention Video Resources 52

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Customer service.

Customer Journeys 115

Customer Journeys Touchpoint B2B Social Media 115

SmartKarrot

APRIL 22, 2022

Businesses are always focussing on lead generation and targeted advertising for customer acquisition. However, customer acquisition is something that demands focus! Customer retention is a particularly important concept where businesses use different strategies to retain their existing customers. contact-form-7].

Customer Retention 10

Customer Retention B2B Strategy Rewards Programs 10

Calabrio

JULY 29, 2016

By continually assessing agent performance and call quality, organizations can protect their bottom line by pinpointing areas to improve the customer experience. This ultimately leads to increased customer retention and loyalty. Interactions in which a customer requests to speak to a supervisor. Go beyond random sampling.

Contact Center 100

Contact Center Self Service Analytics Omni-Channel 100

Education Services Group

AUGUST 27, 2018

However, when it comes to automation in Customer Success (CS), I say yes, and science is in my corner. Read about this study and others in our white paper, Neuroscience and Customer Success. Conventional wisdom says customer satisfaction is based solely on the value they derive directly from the product.

Customer Success 51

Customer Success Customers Study Interaction 51

Education Services Group

JULY 30, 2018

I’d be preaching to the choir if I droned on about the importance of segmenting customers to snag results. At the end of the day though, when your segmentation is on point, you won’t see customer loss and stagnated growth. Revenue growth per customer. IDENTIFY HIGH-RISK CUSTOMERS BEFORE THEY EVEN KNOW THEY’RE A RISK.

Comparison 53

Comparison Analysis Metrics Customer Success 53

ijgolding

APRIL 25, 2017

In April 2014, I wrote an article entitled, ‘Common Sense – The Not So Magic Customer Experience Ingredient’ – If you did not, or do not want to read it, I told two quite ridiculous tales of the lack of application of common sense. I would argue that the application of common sense is completely lacking in this story.

Airlines 164

Airlines Hotels Customer Experience Connections 164

Customers That Stick

SEPTEMBER 18, 2014

Building a base of loyal customers can be one of the most effective ways to increase your profitability and optimize your customer acquisition costs, but what does it take to win the favor of Millennials (consumers who are currently between 18 to 34 years old)? Blog customer-loyalty Guest Posts customer loyalty customer retention'

Loyalty Programs 133

Loyalty Programs Loyalty Social Media Study 133

One Millimeter Mindset

OCTOBER 8, 2018

The quality of engagement experience is essential for fueling ongoing, high-quality customer experiences. First, the act of engaging customers encourages both customers and sellers to exchange energy with one another. Either way, engagement experiences bias current and future customers, for better or for worse.

Engagement 74

Engagement Customer Experience Sales Customers 74

Education Services Group

OCTOBER 4, 2018

If you’re onboarding a new customer, that can only mean one thing. But now it’s show time for your product and Customer Success team, and if you don’t keep it together, you could just as easily lose that customer. They are (1) onboarding a new customer is complicated and (2) focusing on the wrong things is easy.

Customer Success 53

Customer Success Tips Course Customers 53

Education Services Group

JUNE 21, 2018

While this wise quote may have come from the unlikely lips of Drake (award-winning hip-hop artist for the uninitiated), it couldn’t more accurately describe the importance of Customer Success (CS). In fact, it’s also a solid place to start answering the question of what is customer journey mapping. PUT THE “PRO” IN PROACTIVE.

Customer Journeys 53

Customer Journeys Customer Philosophy Exercises Customer Retention 53

ProProfs Chat

JULY 13, 2018

Data from Riskified show that return customers account for 1/3rd of all online shopping revenue and they tend to spend 3 times more than one-time shoppers. Yet 44% of companies have no focus on customer retention. Customer retention could generally be traced down to customer satisfaction.

Advertising 63

Advertising Customer Retention Customers Customer Journeys 63

Education Services Group

MAY 11, 2018

If this sounds familiar, you’re likely one of the many budget-strapped Customer Success (CS) leaders we talk to every day. Folks who know that to improve their bottom lines they need higher touch engagement with their customers — but don’t have the resources to make that a reality. Extend customer coverage with outsourced resources.

Customer Success 40

Customer Success Engagement Customer Journeys Case Study 40

Beyond Philosophy

AUGUST 30, 2016

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols.

Customer Satisfaction 60

Customer Satisfaction Measurement B2C B2B 60

Education Services Group

FEBRUARY 1, 2023

There’s a good chance that if you are a Customer Success leader, your workday began by logging in and reviewing your CS metrics dashboard. In our recent white paper “ How Long Does It Actually Take to Build a Customer Success Organization? ” So, no change in the routine which makes it all a bit… repetitive.

Effort Score 52

Effort Score Customer Success Metrics Hotels 52

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Customer-Focused Marketing.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

Beyond Philosophy

SEPTEMBER 6, 2016

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. Companies can achieve a higher, more attractive cost/benefit ratio for customer acquisition and advocacy efforts.

Multi-Channel 60

Multi-Channel Consulting Study Customers 60

Comm100

JANUARY 19, 2017

According to Ruby Newell-Legner’s book, Understanding Customers, “It takes 12 positive experiences to make up for one unresolved negative experience”. When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them. Apologizing for Poor Customer Treatment.

Examples 217

Examples Customer Service Representative Customers Customer Service 217

Hallmark Business Connections

AUGUST 11, 2021

The differentiation power of mail delivered directly to your customers or prospects cannot be ignored. Chewy, an online pet product retailer, sends handwritten greeting cards to new customers and condolence bouquets when owners lose their pets. It’s a tactile, creative way for customers to interact with the brand.

Marketing 74

Marketing Social Media Omni-Channel Handbook 74

Comm100

DECEMBER 8, 2017

In fact, if you’re going to run a successful, customer-centric business, it is important that you express gratitude towards your customers regularly. Here are important tips for writing a thank you letter to your customer, complete with sample thank you letters to help you show your customer how much you appreciate them.

Social Media 125

Social Media How To Return on Investment Customers 125

Education Services Group

MAY 25, 2018

If it were possible to just make one sale, stop there and have a “forever customer,” everyone would be a Customer Success (CS) pro. It requires relationship building, thoroughly understanding customer needs, advocating for their wants, and helping every customer — not just the largest — flourish in ways they never could alone.

Customer Success 45

Customer Success Customer Journeys Return on Investment Strategy 45

Beyond Philosophy

MARCH 3, 2016

This often minimizes customer selection of vendors. So, aren’t BtoB customers more often “trapped” into supplier relationships compared to their BtoC customer counterparts? Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S.

Consulting 60

Consulting Loyalty Advertising Analysis 60

Bold360

DECEMBER 22, 2016

This sophisticated bot has very robust speech analytics capabilities, yet remains very simple for the customer to maintain, enhance, and optimize, and provide full visibility for real-time insight into what people are asking. Learn how a customer service bot can help you improve customer retention and cx - download our free white paper!

Self Service 40

Self Service Customer Retention Feedback Engagement 40

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service.

Call Center 59

Call Center Self Service Software Contact Center 59

Comm100

JANUARY 19, 2017

According to Ruby Newell-Legner’s book, Understanding Customers, “It takes 12 positive experiences to make up for one unresolved negative experience”. When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them. Apologizing for Poor Customer Treatment.

Examples 100

Examples Customer Service Representative Customers Customer Service 100

SmartKarrot

DECEMBER 2, 2020

Women in customer success are taking over the town and converting every milestone which was once considered as surreal. Customer Success as a niche is highly competitive and caters to a large volume of masses. Catherine Blackmore, GVP, Customer Success, Oracle Marketing Cloud. Sue Nabeth Moore, Customer Success Leader.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

Beyond Philosophy

MAY 14, 2015

More and more of your Customers believe access to self-service options is essential to their relationship with your business. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance.

Self Service 60

Self Service Exercises Analysis Call Center 60

InMoment XI

NOVEMBER 2, 2021

At the end of the day, investing in customer experience (CX) is about more than just the score. Customer Acquisition Customer Retention Cross-sell & Upsell Cost Reduction. #1: 1: Customer Acquisition. 2: Customer Retention. Look no further! Let’s dive in! You can read the full piece here!

ROI 260

ROI Customer Retention Infographics eBook 260

Qualtrics

MARCH 2, 2021

Take these 25 customer service quotes to your next meeting to help inspire you and your team to take your customer service program to the next level. Customer service is fundamental to delivering a great experience. Get our 2021 Customer Experience reading list. Jeanne Bliss, author of Chief Customer 2.0.

Customer Service 29

Customer Service Social Media Customer Journeys Customers 29

One Millimeter Mindset

APRIL 10, 2019

Learn more by downloading my white paper: New Strategies for Selling to Skeptical Technical Decision Makers by clicking on this LINK. Finding common ground through storytelling catalyzes professional development, workforce engagement and customer and stakeholder success. Why move beyond the stuff that gives them Pause?

Customer Retention 13

Customer Retention Employee Experience Communication Connections 13

Uniphore

JANUARY 4, 2022

White Papers. Uniphore Collaborates with Cisco to Enable Better Customer Experiences. How are you planning to leverage conversations to drive revenue and customer retention? Discover new ways to build and enhance contactless relationships with customers. Conversational AI Platform. U-Self Serve. Emotion AI.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317