Second to None

MARCH 7, 2018

The ability to curate high levels of customer engagement can help brands to increase their customer retention rate, which can have a direct impact on overall profitability. Are you thinking it’s time for a shakeup? Pause for a moment. Perhaps the lack of success isn’t due to poor motivation or work ethic.

Customer Engagement 54

Customer Engagement Engagement Effort Score Groups 54

Totango

JUNE 4, 2019

That’s why customer-centered teams value Voice of Customer (VoC), the process of requesting, gathering, and analyzing customer feedback. It provides a direct opportunity to improve the customer experience which, in turn, makes customers more likely to remain loyal. What is Voice of Customer?

Voice of Customer 77

Voice of Customer Net Promoter Score Feedback Competitive Advantage 77

Waypoint Group

MAY 23, 2018

Many Customer Success teams measure their performance via customer retention and expansion rates. A good CS leader needs to know how well team members are strengthening customer relationships. The leading metrics that ensure you’re on track to accelerate profitable growth. Use Leading Indicators.

Measurement 40

Measurement Customer Success Metrics B2B 40

ChurnZero

APRIL 12, 2019

If you find yourself wondering these exact same questions, then you should check out our on-demand webinar with Julia Ahlfeldt, where she breaks down what it takes for an organization to truly put the customer at the center of their business. During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

ChurnZero

SEPTEMBER 25, 2020

Unfortunately, when I reflect on my own experience at various Product roles throughout my career and when I look at organizations today, many Product teams claim to have a Voice of Customer program, but the way in which they collect feedback tends to focus less on customer needs and more on their own.

Customer Centricity 76

Customer Centricity Customer Success How To Roadmap 76

Pink Guava

OCTOBER 31, 2018

There is a reasonable investment kept aside as you do not want this to be an exercise on paper. Remember this is a Customer experience Transformation Initiative and so the entire focus has to be Customer. The leadership is committed to the effort and driving this effort from front. This has to be Top – Down approach.

Customer Experience 45

Customer Experience Effort Score Metrics Measurement 45

RapportBoost

DECEMBER 10, 2018

According to research from Aberdeen, companies who provided an Omni-channel customer experience achieve a 91% higher year-over-year increase in customer retention, compared to organizations who don’t. There are many channels and customers often have strong preferences. Why does this matter to us?

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40