Think Customers

MAY 20, 2024

This week’s Fast Track CX ROI webinar is the second episode in ECXO’s three-part series of short, practical sessions hosted by Ricardo Saltz Gulko, ECXO co-founder and managing director of Eglobalis , a global adviser in CX, design, and innovation. Journey mapping is a valuable ongoing exercise but it’s not enough. Cost pressures.

Chief Customer Officer 52

Chief Customer Officer Exercises ROI First Call Resolution 52

Comm100

DECEMBER 19, 2017

The first step to improve customer experience should be to ask yourself what exactly you plan on accomplishing. Nine out of ten managers confirm that customer experience is a strategic objective for increasing sales and revenue. However, most managers do not ask what the end goal is before engaging in a CX improvement project.

Strategy 294

Strategy Customer Experience How To Customer Journeys 294

Experience Investigators by 360Connext

OCTOBER 17, 2023

You can understand that you need to eat healthier and exercise more to live a healthy life. Identify Business Outcomes Before presenting the business case for CX efforts, it is important to identify the specific business outcomes that will be impacted by improved customer experience. What’s the difference?

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

ChurnZero

MARCH 9, 2021

This spotlight features, Rachel Gurman , Customer Success Manager at ChurnZero. . As a member of the Customer Success team, Rachel helps cultivate exceptional experiences and sustained value for our customers by acting as a trusted advisor and advocate from point of sale through renewal. . Prevent It.

Meeting 85

Meeting Exercises ROI Customer Retention 85

ShepHyken

AUGUST 6, 2023

We kick off with an article that features a number of experts sharing their insights on how to spot and proactively manage problems, complaints, and anything the customer considers a “pain point.” Pay attention to number nine when they share my contribution to the list, which is to go through the Moment of Misery™ exercise.

Customer Service 62

Customer Service Tips e-support B2C 62

CustomerSuccessBox

JUNE 18, 2021

Customer Onboarding- How to prevent drop offs. The blog tells you about how does the onboarding experience of the customer define the ongoing relationship you have with your customer . Who should manage customer onboarding in a SaaS company? or how tech-savvy are your customers? Customer Success Manager.

Resources 52

Resources Customer Retention B2B Customer Success 52

Innovative CX

OCTOBER 13, 2023

Journey Mapping Surveying customers (VOC) Creating ROI’s Hiring CX “program” managers Engaging CX consultants Buying technology Attending CX conferences Listening to CX webinars and podcasts Reading the latest “how to do CX” book. I’m suggesting you do the following before engaging in these exercises. Strategic Alignment.

Customer Experience 59

Customer Experience Conference Customer Journeys NPS 59

Lumoa

SEPTEMBER 11, 2023

Degree of Control Customer service can be tightly managed, but customer experience is more challenging to control. A company can have the best, trained customer service team providing the highest level of service, but they have no influence over how a customer perceives their brand. From a global market worth $9.5

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Lumoa

SEPTEMBER 11, 2023

Degree of Control Customer service can be tightly managed, but customer experience is more challenging to control. A company can have the best, trained customer service team providing the highest level of service, but they have no influence over how a customer perceives their brand. From a global market worth $9.5

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

LiveChat

APRIL 10, 2017

Put simply: once you build a solid customer base, it’s essential that you shift your focus toward retaining customers and ensuring they remain loyal. 4 Main Tenets of Customer Retention. Each of the strategies we’ll discuss throughout this article fall under one of four main principles: Knowing your customers.

Customer Retention 28

Customer Retention Loyalty Programs Customers Social Media 28

One Millimeter Mindset

DECEMBER 15, 2020

Next, we conduct the forensic portion of this exercise. Because the majority of these spontaneously-generated lists of internal customers are composed of members of these professionals’ teams or departments. Also, they report to the same manager that you do. Consequently, is your manager your only internal client?

Exercises 88

Exercises Innovation Leadership Report 88

ClearAction

NOVEMBER 11, 2022

Health: better sleep, lower blood pressure, likely to exercise, better recovery and overall physical and psychological health. Customer experience gains from gratitude in interactions are inclinations to reciprocate behavior, spread positive word of mouth, and do more with your brand.

Strategy 71

Strategy Customer Experience Competitive Advantage Analysis 71

CSM Practice

NOVEMBER 16, 2020

For some companies, they take customer journey mapping at a basic level to the point that it doesn’t encapsulate the maximum value that you can get out of this exercise. There are even companies with customer success teams but don’t have customer journey maps which can be considered as a loophole.

Customer Journeys 52

Customer Journeys B2B Chief Customer Officer Exercises 52

ShepHyken

AUGUST 14, 2020

The firm provided it for free to policyholders who performed the planned exercise regularly for two years. Consumers who completed the exercise target for the month did not have to pay the watch’s monthly installment. The insurer managed to become a partner in the consumer’s day to day life and healthcare.

Tips 129

Tips Customer Experience Social Media Insurance 129

Calabrio

MAY 10, 2019

This is a great event to learn about the latest and greatest research and insights on customer experience strategy straight from Gartner’s experts including: operationalising the voice of the customer, analytics best practices to improve customer retention and gaining value through customer journey mapping.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

Education Services Group

FEBRUARY 8, 2022

A great one will help drive consistent customer experiences and contribute to your Customer Success organization’s ability to predict customer needs, optimize CS delivery, and improve customer satisfaction and retention. Imagine being an executive leader who understands the value of a good customer journey map.

Customer Journeys 52

Customer Journeys Exercises Customer Success Customer Satisfaction 52

SurveySensum

AUGUST 26, 2020

And if you do not work on this exercise, your CX initiative will fail. . Customer Retention . In the age of personalization and customization, customers’ expectations have increased. . Customers with good experience are 2.7 Customer Experience and customer retention go hand in hand.

ROI 98

ROI Effort Score e-support Metrics 98

Education Services Group

FEBRUARY 26, 2023

customers). As a CS leader, you might not be as familiar with that last quality, but I can promise you that going on tour is an extremely valuable exercise that more of us can – and should – take advantage of. It’s all part of managing change in your organization. We do well in front of crowds (i.e., And we both go on tour.

Customer Success 97

Customer Success Leadership Exercises Meeting 97

ijgolding

JANUARY 17, 2017

To create a customer centric culture, it is critical that a business is able to introduce and embed some rigor and structure into the way it goes about managing the customer experience. So let me ask you the question: Does your organisation have a framework, structure or rigour in place to manage the Customer Experience?

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

One Millimeter Mindset

NOVEMBER 24, 2020

Instead, this internal customer discovery exercise allows you all to uncover what external clients really value. Retaining Clients leverages Innovative Customer Retention Strategies. However, putting them on the table in all their glorious imperfection moves your team past creativity and innovation blocks.

How To 95

How To Leadership Exercises Innovation 95

Totango

FEBRUARY 5, 2019

Maintaining customer success efforts. Maximizing post-sale customer management. Servicing the customer. Before we consider the solutions, let’s look at the reasons why customers churn in the first place. In most cases, data-driven customer management can rekindle interest and progress the relationship.

ROI 76

ROI Customer Success Strategy Effort Score 76

Customer Bliss

JANUARY 14, 2016

This common path will galvanize leaders to focus on the few key areas of improvement connected to customer growth, driving greater results and increased understanding of this work. He has led customer success at Adobe since 2007. Once people walked in the customers’ shoes, bigger change began to happen more quickly.

Connections 100

Connections Exercises Customers Metrics 100

Customer Bliss

JANUARY 14, 2016

This common path will galvanize leaders to focus on the few key areas of improvement connected to customer growth, driving greater results and increased understanding of this work. He has led customer success at Adobe since 2007. Once people walked in the customers’ shoes, bigger change began to happen more quickly.

Connections 100

Connections Exercises Customers Metrics 100

Comm100

SEPTEMBER 27, 2018

A coach, in this case, has the task of monitoring how customer service agents deliver their services and identifying areas of improvement to enable the company to leverage quality customer service for customer retention. Rate whether they are top, mid-level or low performers.

Culture 161

Culture How To Tips Training 161

Method:CRM

AUGUST 15, 2022

There is crossover when it comes to customer experience vs. customer relationship, but there are some differences. Read on to learn the difference between customer relationship management vs. customer experience management! Customer experience vs. customer relationship: What they mean for your business.

Customer relationships 52

Customer relationships Customer Experience CEM Customer Journeys 52

BirdEye

APRIL 7, 2023

Knowing exactly how much it costs to generate each lead is vital for a business’s financial planning and goal-setting exercise. Well, here’s how: Set up tracking goals: Your customer relationship management (CRM) software can be configured to determine how much money it costs to generate a single lead.

Marketing 52

Marketing Social Media Return on Investment Touchpoint 52

delighted

NOVEMBER 30, 2021

When you’re looking to improve your customer experience, it’s important to put yourself in your customers’ shoes. When you think like your customer, you get to know how they interact with your company or brand – an exercise that will help you understand what makes them happy or frustrated based on the micro-experiences they have. .

Touchpoint 83

Touchpoint Customer Journeys Net Promoter Score Effort Score 83

ClearAction

MAY 29, 2016

Marketing professionals think of customer experience in terms of their deliverables: the user experience of websites, campaigns, events, research, content, social media, and so forth. Anytime these customer touches are hassle-free or tailored to the customer, marketers judge their work to be a good customer experience.

Marketing 97

Marketing Customer Experience Chief Customer Officer Social Media 97

ProProfs Chat

JANUARY 17, 2020

With a good customer service recovery process in place, your company can: Increase the number of loyal customers substantially. Increase the chances of customer retention. Not only that but customers also start to respect the company and spread a positive word for the company. . Improve the overall reputation.

Customer Service 97

Customer Service Social Media Poor Customer Service Feedback 97

Totango

SEPTEMBER 24, 2020

Customers seek out your product as a solution to a problem and a path to growth, and your ability to deliver on that promise, right from the outset, is key to ensuring they stay satisfied and continue growing their relationship with you through repeated renewals and upsells. Leveraging an Early Warning System.

How To 78

How To Customer Success Customer Journeys Customers 78

Thematic

APRIL 3, 2024

By systematically collecting and analyzing this rich data, you gain insights that drive meaningful improvements across the customer journey. Here are the crucial steps to transform customer feedback into tangible business improvements. Price: Standard plan starts at $250 per month per domain, enterprise plan available.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

Gainsight

SEPTEMBER 28, 2020

Gainsight was fortunate enough to “be in the room” at Industry , one of Product Managers’ largest conferences. Customer Comes First. Many speakers spoke of how product management teams can easily miss out on what the customer really needs. There is no singular magic metric for product success. .

Conference 66

Conference Industry Metrics Effort Score 66

ChurnZero

JANUARY 3, 2020

It led me to the conclusion that the most effective way to build the customer success team at the company is to start hiring remotely from the onset. However, I also knew that in order to manage effectively, we would need to have at least a few hours of overlap on a daily basis. It is impossible to micro-manage a remote team.

Customer Success 64

Customer Success Self Service Metrics Customer Retention 64

Education Services Group

JANUARY 5, 2022

Customer Success Managers, on the other hand, might be investigating customer pain points and are more likely to need a map that visualizes the flow of a customer’s experience through essential parts of their journey. What information and factors are you looking at as you go into this mapping exercise?

Customer Journeys 52

Customer Journeys Touchpoint Net Promoter Score Exercises 52

BirdEye

MAY 1, 2023

Pricing accurately will support customer acquisition, customer retention, and profit maximization. Getting the pricing right for your products or services is especially important for local businesses that usually begin with low margins, high demand generation and customer retention challenges.

Strategy 98

Strategy Telecommunications Analysis Consumers 98

Education Services Group

JUNE 21, 2018

If only we encountered more companies who embrace a similar mindset when it comes to knowing how customers experience their products and services. We would see impressive strides in customer engagement and customer retention. Because we said so! Actually, it’s a fair question.

Customer Journeys 53

Customer Journeys Customer Philosophy Exercises Customer Retention 53

SurveySensum

JULY 4, 2023

This understanding of customer needs led to increased customer satisfaction, as subscribers were able to discover and enjoy content tailored to their interests. As a result, Netflix experienced a significant increase in customer retention and acquisition, driving up their subscription numbers and ultimately boosting profitability.

Customer Satisfaction 52

Customer Satisfaction Strategy Tips Social Media 52