Gainsight

DECEMBER 8, 2022

If there’s one thing every customer success (CS) leader is talking about these days, it’s digital customer success. . The notion of having to scale or be more efficient with resources by leveraging digital channels and programs is one that excites any customer organization, big or small. Learn More.

Customer Success 52

Customer Success Strategy Roadmap Touchpoint 52

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience. TRANSCRIPT.

Employee Experience 71

Employee Experience Culture Customer Journeys Employee Engagement 71

Education Services Group

MAY 17, 2021

Customer Success is all about relationships. Your relationship with your customers, of course, but also the CS team’s relationship with other internal groups, and even their relationship with executive leadership. This is especially true for how you communicate with your employees. Give them autonomy and trust.

Customer Success 52

Customer Success Engagement Customer Journeys eBook 52

Lumoa

APRIL 28, 2024

Their versatile platform goes beyond CX and offers solutions for employee experience, market research, and product feedback. Companies use surveys, NPS, CSat, and reviews to gauge customer sentiment but often base improvements on intuition.

Self Service 208

Self Service Customer Journeys Analysis Feedback 208

Experience Investigators by 360Connext

DECEMBER 15, 2023

If overall revenue goals are tied to bonuses, stress how customer experience provides positive revenue outcomes. Connect the employee experience to the customer experience in big ways. If you aspire for an effortless customer experience, should your employee experience also reflect that value?

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Qualtrics

JULY 31, 2019

Yet one opportunity is often overlooked, especially early in an organization’s experience management journey: uncovering gaps in the employee experience (EX). A fundamental truth of customer experience (CX) is that it flows from the employee experience of an organization. Download Now.

Employee Experience 40

Employee Experience Feedback Customer Experience Policies 40

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Vanessa Hannay , Director of Customer Success, Muck Rack . Making customers happy is no longer good enough. . . The year was 1909.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

InMoment XI

DECEMBER 13, 2022

My name is Ton Luijten, Customer Success Director + Data Science Lead in APAC—and in this post I’ll help you unlock a new take on ROI —through failure demand. When we manage client programs at InMoment, return on investment (ROI) is always top of mind.

ROI 493

ROI Call Center Return on Investment Measurement 493

SmartKarrot

NOVEMBER 10, 2021

The goal of every organization is to make its customers happy. And one way to ensure that is by making your employees your brand ambassadors. In simple words, we call it employee experience. Now, you might have read many times that customers should be the brand ambassadors of your company. So, let’s get started.

Employee Experience 11

Employee Experience Customer Experience Culture Social Media 11

Qualtrics

APRIL 30, 2019

At Qualtrics we believe in experiences. We want to be sure we provide our employees the best employee experience possible. One way we do this is to offer to pay for an annual ‘Qualtrics Experience’. The employee can decide when/where/how to have this experience and then let us know what they learned.

Consulting 37

Consulting Customer Success Customer Experience Culture 37

InMoment XI

APRIL 18, 2023

The team used to run smaller events for different business units, but they soon realized it would be more valuable to bring together all the silos of the organization—marketing teams, senior leadership teams, data teams, employee experience teams, product teams, and, of course, the customer experience team under one roof.

ROI 260

ROI Tips Healthcare Insurance 260

CloudCherry

MARCH 8, 2019

of CX Journey Inc- She’s got 25 years of experience in both helping companies understand their customers and employees and identifying what drives engagement, satisfaction, retention and the overall experience – so that, together, a better experience for all constituents can be designed. Erica Sosna.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Totango

JULY 31, 2020

As virtual teams and remote engagement become the norm for Customer Success teams, staying on top of customer needs and expectations is becoming more challenging. Yesterday, Totango hosted our third CXO series event for Customer Success executives. The next event is scheduled for August 13th.

Engagement 106

Engagement Strategy Customer Success Sales 106

Experience Investigators by 360Connext

FEBRUARY 23, 2021

If overall revenue goals are tied to bonuses, stress how customer experience provides positive revenue outcomes. Connect the employee experience to the customer experience in big ways. If you aspire for an effortless customer experience, should your employee experience also reflect that value?

Communication 178

Communication Tips Customer Journeys Customer Experience 178

Qualtrics

DECEMBER 27, 2018

At Qualtrics we believe in experiences. We want to provide our employees the best employee experience possible. One way we do this is to offer to pay for an annual ‘Qualtrics Experience’. Employees can decide when, where and how to have this experience and then let us know what they learned.

Customer Success 31

Customer Success Customer Experience Hotels Culture 31

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. Source: Pexels.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

Qualtrics

OCTOBER 30, 2019

What made you want to get into customer success consulting? I’m in Customer Success and it’s a natural extension of my consulting background. The post Why Qualtrics – Suzanne Scharer – Principal Customer Success Consultant – Provo, UT appeared first on Qualtrics.

Consulting 36

Consulting Customer Success Culture Video 36

Qualtrics

OCTOBER 22, 2019

At Qualtrics in Customer Success, I partner with our customers to achieve their business outcomes by providing thought leadership and strategic consultation. What made you want to get into customer success consulting? How is it that every person here is so amazing? Where did all these fantastic people come from!?

Consulting 36

Consulting Customer Success Leadership Customers 36

Qualtrics

JUNE 4, 2019

What made you want to get into Customer Success? I found Customer Success at Qualtrics to be appealing because it is different. The post Why Qualtrics – Julian Fu – Customer Success Manager – Provo, UT appeared first on Qualtrics.

Customer Success 37

Customer Success Management Competitive Advantage Consulting 37

Qualtrics

JUNE 24, 2019

I build a best-in-class customer engagement engine for the XM platform at scale and deliver a superior customer experience across adoption, maturation, and expansion leading to an exceptional customer success organization that differentiates Qualtrics globally.

Customer Success 36

Customer Success Travel Connections Customers 36

ECXO

JUNE 15, 2021

As an organization, you should be able to measure the impact of your customer experience efforts and your customer’s satisfaction on these. Link customer success to employee incentives and compensation programs. An empowered employee that feels to have a purposeful work, is a happy employee.

Customer Centricity 119

Customer Centricity Culture Tips Company 119

ShepHyken

DECEMBER 8, 2020

Shep Hyken interviews Teresa Anania , Vice President of Customer Success at Zendesk. They discuss strategies for helping customers find value throughout the entire customer journey. Top Takeaways: Customer service is what ties all other aspects of a business together. Give customers a voice in your company.

Customer Satisfaction 93

Customer Satisfaction Customer Success Employee Experience Customer Journeys 93

Qualtrics

DECEMBER 11, 2018

At Qualtrics we believe in experiences. We want to be sure we provide our employees the best employee experience possible. One way we do this is to offer to pay for an annual ‘Qualtrics Experience’. The employee can decide when/where/how to have this experience and then let us know what they learned.

Customer Success 22

Customer Success Customer Experience Employee Experience Customers 22

ClearAction

SEPTEMBER 22, 2022

CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience. This is true for customer experience, employee experience, and partner experience management. is CX Annuities.

ROI 62

ROI Sports Loyalty Programs Touchpoint 62

SmartKarrot

FEBRUARY 24, 2021

Role: VP, Customer Success Location: New York, NY, US Organization: Spring Health As a VP of Customer Success, you will work alongside the CRO in formulating and executing on the high-level customer success strategy and plan required to ensure that the team exceeds its KPIs and the company exceeds its goals.

Customer Success 10

Customer Success NPS Roadmap Customers 10

SmartKarrot

DECEMBER 30, 2020

Role: Vice President of Customer Success – APAC region Location: Sydney, New South Wales, Australia Organization: Carter Murray As a Vice President of Customer Success, you will lead the Customer Success culture in the APAC region and be an advocate for the employee experience.

Customer Success 10

Customer Success Culture Touchpoint NPS 10

SmartKarrot

FEBRUARY 15, 2021

Role: Vice President, Customer Success Location: San Francisco, CA, US Organization: Aria Systems As a Vice President of Customer Success, you will understand customers’ business strategy and identifying opportunities to expand their use of Aria’s billing platform. Apply here: [link].

Customer Success 10

Customer Success Customer Retention Training Sales 10

ShepHyken

SEPTEMBER 10, 2019

Doing What You Love in the Service of Customers Who Love What You Do. They discuss how to implement love into every aspect of your business to drive customer success. How can I make my customers love me? How can I show my customers that I love them? How do I create a better employee experience?

Competitive Advantage 108

Competitive Advantage Culture Employee Experience Leadership 108

Qualtrics

NOVEMBER 22, 2019

I love that in Customer Success I get to continue consulting with customers, helping them close their experience gaps and mature their XM programs. The post Why Qualtrics – Dustinn Jackson – Customer Success, Strategic Accounts – Provo, UT appeared first on Qualtrics.

Customer Success 26

Customer Success Consulting Leadership Customers 26

Kayako

FEBRUARY 28, 2019

In addition to core values, it’s important to define and communicate your mission, vision, purpose, and brand promise, which is the expectations you set with your customers about the benefits they can expect to receive when experiencing your brand – at every touchpoint. Employee experience. Customer understanding.

Strategy 121

Strategy Customer Experience Government Customer Journeys 121

Customer Bliss

JUNE 28, 2019

Gainsight is a SaaS company focused on customer success. At SnackNation, Chelsie shares that one of the CX strategies was also focused around employee experience and hiring. Clarify Role and Department Responsibilities. Create a Hiring plan. She had a vision for the team that she needed in order to drive the work forward.

Company 172

Company Customer Journeys Metrics Strategy 172

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Customer Service 62

Customer Service Chatbots Retail Customer Satisfaction 62

SurveyGizmo

MARCH 12, 2021

Watching how customer experience has changed and evolved over the past year led us to look at what you can expect in 2021. Alchemer CEO, David Roberts, and Alchemer VP of Customer Success, Ryan Tamminga, discuss how customer experience will change in 2021. Trend 1: C ustomer experience will?be

Customer Experience 52

Customer Experience Employee Engagement Trends Employee Experience 52

ShepHyken

NOVEMBER 6, 2023

.” “For business owners, it is vital to react as quickly as possible to customer issues. When you fail to take action, customers will get the impression that you don’t really care.” ” “Employee experience reflects the customer experience.

Customer Satisfaction 135

Customer Satisfaction Retail Feedback Healthcare 135

ProProfs Chat

APRIL 30, 2019

Question: What is your take on customer support vs. customer success? Response: As the term implies, customer support is when the customer has a request or query and they contact the company via different channels, such as phone, email, chat or chatbot. Focus on employee experience.

Customer Centricity 102

Customer Centricity Culture Customer Journeys Chatbots 102

PeopleMetrics

FEBRUARY 18, 2021

In this session, we talk about closed-loop feedback best practices, share some examples of closed-loop feedback processes and communications, and show you a few ways to use customer feedback to increase customer loyalty, improve employee experience, and grow your business. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Feedback 62

Feedback How To Customer Centricity Loyalty 62

Playvox

JANUARY 25, 2024

The two work together like salt and pepper to help modern contact centers provide outstanding omnichannel customer experience and elevate agent engagement and the employee experience (EX). It’s well established that exceptional employee engagement produces extraordinary customer experiences.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77