One Millimeter Mindset

OCTOBER 8, 2018

Consider whether, or not, the initial engagement strategy is to spray-and-pray solicitation emails. Do we negatively bias customer inclination to further engage with us, our organizations and our brands? No matter whether our branding strategy targets first time customers or current customers.

Engagement 74

Engagement Customer Experience Sales Customers 74

Education Services Group

FEBRUARY 1, 2023

In our recent white paper “ How Long Does It Actually Take to Build a Customer Success Organization? ” we shared a timeline that CS leaders should allot 6 to 12 months to test, iterate, and validate the initial engagement models, customer journeys, health scores, playbooks, and broader data mapping.

Effort Score 52

Effort Score Customer Success Metrics Hotels 52

NobelBiz

FEBRUARY 13, 2024

By equipping agents with the right information at the right time, it fosters a more informed and personalized customer interaction, setting new standards for efficiency and effectiveness in the contact center industry. The efficiency of a CRM strategy can significantly influence the overall performance of a contact center.

Call Center 59

Call Center Self Service Software Contact Center 59

ClearAction

FEBRUARY 7, 2016

Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition.(1). Customer Experience Strategy : Exploring Success Factors.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

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

InMoment XI

NOVEMBER 2, 2021

Customer Acquisition Customer Retention Cross-sell & Upsell Cost Reduction. #1: 1: Customer Acquisition. A well-built voice of customer (VoC) program enables organizations to anticipate what new customers are seeking in a brand and thus be ahead of the curve. 2: Customer Retention.

ROI 260

ROI Customer Retention Infographics eBook 260

SmartKarrot

DECEMBER 2, 2020

A report by Forbes states that women were better rated than men on 12 out of 16 leadership strategies. Catherine Blackmore, GVP, Customer Success, Oracle Marketing Cloud. With her glittering career spanning over two decades, her involvement in running world-class customer success strategies is something to remember.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

Uniphore

JANUARY 4, 2022

White Papers. How are you planning to leverage conversations to drive revenue and customer retention? Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise. Conversational AI Platform.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

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 Culture 13

Qualtrics

MARCH 2, 2021

Kevin Stirtz, Author and Digital Marketing Expert. Know what your customers want most and what your company does best. You absolutely need to know what your customer wants. What makes you unique in the market? Your most unhappy customers are your greatest source of learning.” Focus on where those two meet."

Customer Service 29

Customer Service Social Media Customer Journeys Customers 29

CSM Magazine

OCTOBER 16, 2020

It is not enough to attract new customers to your services. Customer retention is even more important than customer acquisition. More than that, customer retention is the best form of marketing. Clients want high-value propositions, multi-channel connections, and excellent customer service.

Customer Retention 52

Customer Retention Strategy Multi-Channel Self Service 52

SmartKarrot

JUNE 11, 2020

Being the first stage, the customers here shuffle around, trying to ascertain the problem and how to derive a solution online. As this is the first step, you must be very careful about how to market your brand to these potential buyers. Remember this stage is all about, marketing your content which is solution-focused.

How To 11

How To Comparison Wireless Fashion 11

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above.

Social Media 122

Social Media Customer Service Strategies Strategy Customer Service 122

inQuba

JANUARY 10, 2019

This Journey Management piece analyses the current status quo of the Customer Experience (CX) Management industry. It provides insight into the key challenges faced by Business Leaders, Marketers and CX Professionals in their quest to craft exceptional experiences while having to demonstrate the value of CX within their organizations.

Management 40

Management Customer Retention Customer Journeys Interaction 40

Education Services Group

APRIL 25, 2021

At first, this roadmap might be simple and straightforward, but as you mature, your plans will become more comprehensive and include a complete ecosystem of cross-functional capability and accountability with other teams like sales, marketing, product, and support. I could write an entire white paper on Customer Success monetization.

Customer Success 91

Customer Success Customer Journeys Roadmap Return on Investment 91

One Millimeter Mindset

JANUARY 28, 2019

Now, those of you on the sales, marketing and even HR side of the table may feel you get a free pass out of this conversation. The same soft skills which make business people desirable for marketing and sales functions frequently turn off other colleagues in the workplace. Book a 45-minute strategy session with me. And anything.

Guidelines 73

Guidelines Roadmap Customer Retention Communication 73

ChurnZero

SEPTEMBER 30, 2021

Q: What are examples of low-touch versus high-touch strategies? A: A low-touch strategy can be something like WalkMe, Cast App, and Pendo. So, you want to make sure that you’re rolling out these low-touch strategies. Q: How much Customer Success Operations talent is in the market? Q&A Recap.

Customer Success 52

Customer Success How To Effort Score Sales 52

Bold360

NOVEMBER 30, 2016

If you’ve spent any time on the web reading the latest insights on customer service and marketing, you’ve likely heard a lot of chatter about chat bots. If you realize the value chat bots could offer your business but aren’t sure how to go about developing a strategy, this guide is for you. Why You Need a Chat Bot Strategy.

Chatbots 40

Chatbots Strategy Self Service ROI 40

Comm100

OCTOBER 17, 2017

As a marketer, my response was, ‘This is like crack because I spent a lot of money and waited a long time to get feedback like this via traditional market research.’ [Now] A satisfied (or unsatisfied) customer who might tell two or three people about their experience in person can now reach hundreds of people online.

Social Media 130

Social Media Customer Service Customer Care Feedback 130

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. How to Build a Customer Service Knowledge Base. Understand Your Customers and Their Painpoints. Develop and Execute a Content Creation Strategy.

Knowledge Base 62

Knowledge Base Self Service Customer Service e-support 62