GetFeedback

OCTOBER 14, 2019

The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey. Little company investment.

Customer Experience 220

Customer Experience How To Knowledge Base Metrics 220

PeopleMetrics

APRIL 12, 2017

There was a time that businesses relied on anonymous, aggregated customer feedback as the sole input for their customer strategies. And that time is quickly fading away, along with once-common practices like writing checks to pay monthly bills and physically signing mortgage application documents. 42 points worth!).

Metrics 87

Metrics Customer Experience Banking eBook 87

Team Support

JULY 31, 2023

The data collected in your customer support department does not begin and end with customer support personnel. The benefits of the data collected here touches every other aspect of your business including hiring, product support, marketing strategy, and more.

Data 97

Data Social Media Metrics Software 97

Gainsight

MARCH 26, 2024

As Customer Success enters its second decade, the industry has never been hotter. Organizations are seeing how the efforts of Customer Success professionals have a direct impact on a business’s bottom line. Filley’s first priority was understanding the health of the customers in her book of business.

Customer Success 52

Customer Success Metrics Touchpoint NPS 52

AWS Machine Learning

MARCH 28, 2024

For example, the training data used for BloombergGPT is 51% domain-specific documents, including financial news, filings, and other financial materials. An SEC filing is a financial statement or other formal document submitted to the US Securities and Exchange Commission (SEC). This creates a large number of documents over the years.

Financial 94

Financial Training Metrics Analysis 94

Experience Investigators by 360Connext

APRIL 27, 2021

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. It can feel daunting to try to actually improve the customer experience when there are real challenges to overcome. What do customers want?

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

Blake Morgan

OCTOBER 31, 2022

Survey response rates are dropping because customers feel brands don’t care about their opinions. Instead of relying on NPS, brands should consider the most valuable metrics. Feedback is crucial, but brands must pay attention to customer data and not waste their time. If it doesn’t, what metric is right for you?

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105

Team Support

JULY 27, 2020

This proves particularly important with B2B (business-to-business) relationships using an MRR (monthly recurring revenue) model since those customers tend to be higher value, thus more critical to retain. The buying cycle is typically longer as well, which makes it more difficult to fill a revenue gap if a customer is lost.

B2B 90

B2B Strategy Customer Success Software 90

Wootric CX Blog

JULY 5, 2020

PLG relies on the product itself as the primary driver of customer acquisition, conversion and expansion. Customer Experience (CX) metrics have an important role to play in this strategy—something I explored in-depth in a previous post: Customer Experience in the Era of Product Led Growth.

Metrics 85

Metrics Net Promoter Score Effort Score NPS 85

Ecrion

JULY 17, 2019

Ask five people what defines “good customer service” and you’ll likely get five different answers. With so many touchpoints along the customer journey – from initial sale to monthly invoices to product support – evaluating how your business is doing with respect to customer service can be daunting.

Metrics 55

Metrics Self Service Customer Service Call Center 55

Gainsight

JUNE 15, 2022

PLG is a strategy that puts the customer in the driver’s seat, where they set their own expectations and take a personal interest in the product. In effect, the customers become your sales and marketing team. . What Is a PLG Strategy? You also need a sophisticated system for engaging with customers.

Tools 52

Tools Strategy Metrics Sales 52

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. Then we’ll lay out seven steps to bring agile innovation to customer success.

Innovation 96

Innovation Customer Success Customer Journeys How To 96

Inbenta

JUNE 17, 2021

Whatever the investment, effective metrics are important to make sure your goals are met. In the case of knowledge management, the focuses should be on customer and employee satisfaction, organizational productivity, innovation, and improved decision-making. A document that is frequently accessed is very obviously a useful document.

Management 52

Management Strategy Knowledge Base First Call Resolution 52

Experience Investigators by 360Connext

AUGUST 9, 2022

Can this principle apply to customer experience? Not only do I believe the answer is a resounding “Yes,” I’ll go so far as to say it’s imperative to customer experience success. That’s why CX leaders must do everything they can to be proactive about their customer experience strategy.

Customer Journeys 143

Customer Journeys Effort Score Net Promoter Score Metrics 143

Experience Investigators by 360Connext

JANUARY 26, 2021

What Does Customer Research Mean to You? When you hear the term customer research , what comes to mind? Most organizations have a Voice of the Customer (or VoC) program; maybe that’s the first thing you think of. But those are all types of customer research. What is customer research, really? Simple, right?

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

AWS Machine Learning

NOVEMBER 22, 2023

Building a production-ready solution in AWS involves a series of trade-offs between resources, time, customer expectation, and business outcome. This IDP Well-Architected Custom Lens provides you the guidance to tackle the common challenges we see in the field. This post focuses on the Security pillar of the IDP solution.

Policies 81

Policies Data Resources System 81

Topdown

DECEMBER 28, 2020

Let’s take a look at how to measure the business impact of creating and sending customer communications. We’ve all heard of the saying that “communication is key”. But what does that really mean, especially when it comes to business communications?

Communication 48

Communication Metrics Strategy Measurement 48

ReviewTrackers

AUGUST 3, 2021

One of the key aspects of reputation management that we here at ReviewTrackers continue to stress to all of our clients and partners, regardless of size, is the importance of having a holistic reputation strategy. Even when you have tenured staff and seamless processes, on occasion customer dissatisfaction is related to product misalignment.

Customer Service 123

Customer Service Effort Score Fashion Customers 123

Customer Bliss

JUNE 28, 2019

Gainsight is a SaaS company focused on customer success. Additionally, she included the metrics that each function was responsible for. For example, if CSMs have expectations from the professional services team, those would be documented. She shares that she mapped the experience and journey but really focused on customer churn.

Company 172

Company Customer Journeys Metrics Strategy 172

NobelBiz

MARCH 12, 2024

Customer demands are ever-changing and more often than not, they become more and more difficult to keep up with for a lot of businesses. Customers today expect seamless and personalized interactions across all touch points. Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

Innovative CX

FEBRUARY 4, 2021

You’ve worked hard on establishing a new CX strategy for your organization. Yet, customers continue to complain about shipping, packaging, deliveries, billing and returns. First, you may forget to involve them early in the development of your strategy. When experience failures occur, what happens next?

Strategy 52

Strategy Customer Journeys Employee Engagement Advertising 52

TechSee

MARCH 7, 2023

Elizabeth has been leading the conversation on how our new connected homes and devices are changing how we live and documenting service evolution for nearly 25 years. Kate champions digital innovations that create the best customer experience and solutions. We were excited to see her leading the conversation at MCW23 last week.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? This comprehensive approach allows businesses of all sizes to unlock a deeper understanding of their customer’s journey, preferences, and pain points.

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

ClientSuccess

APRIL 18, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. On April 18, 2018 I introduced a presentation called “3 Essential Pre-onboarding Principles” at a local Customer Success meet-up in Utah. Ensure Customer Onboarding Readiness.

Exercises 48

Exercises Customer Success eBook Training 48

Wootric

JULY 5, 2020

PLG relies on the product itself as the primary driver of customer acquisition, conversion and expansion. Customer Experience (CX) metrics have an important role to play in this strategy—something I explored in-depth in a previous post: Customer Experience in the Era of Product Led Growth.

Metrics 52

Metrics Net Promoter Score Effort Score NPS 52

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons. In customer experience, as with any other business endeavor, failure to plan is planning to fail.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Education Services Group

FEBRUARY 26, 2020

One of the biggest challenges facing Customer Success leaders is how to effectively scale. This is nearly impossible without incorporating Digital Customer Success into your overall CS strategy. How will the customer experience be enriched by incorporating Digital Customer Success, not limited by it?

Customer Success 75

Customer Success Metrics Customer Journeys Customers 75

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons. In customer experience, as with any other business endeavor, failure to plan is planning to fail.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

CustomerSuccessBox

DECEMBER 13, 2021

Customer onboarding is the equivalent of what we more commonly call entering a relationship. This is a key step in the business relationship that will mark the beginning of a long story (hopefully) between your customers and your company. We all know Onboarding is the real sauce to Customer Success, so let us get it right.

Customer Journeys 52

Customer Journeys Sales Resources Tips 52

Totango

MARCH 21, 2023

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Their discussion covered three key strategies for powering up customer success. Nick jokes, “it is by far one of the most difficult things in the world.”

Customer Journeys 80

Customer Journeys Self Service Metrics Customer Success 80

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. Armed with those insights and learnings, you should be able to get started on — or refine — your own customer service program to start delivering consistently exceptional support.

Customer Service 127

Customer Service Self Service Tips Chief Customer Officer 127

Lithium

APRIL 4, 2023

An economic downturn is the time to reevaluate strategies to make an impact with less money to go around. If you haven't signed up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Some blog areas are limited to Khoros customers only. Sign up today ! Can you afford to lose more?

Social Media 52

Social Media Metrics Brands Engagement 52

SurveySensum

DECEMBER 15, 2023

Often companies inadvertently limit their understanding of customer satisfaction by focusing solely on measuring existing customer interactions through metrics like NPS and CSAT. This provides an incomplete picture of overall customer satisfaction. And the biggest reason for this?

Survey 52

Survey NPS Feedback Case Study 52

SurveySparrow

DECEMBER 29, 2023

When it comes to business competition, offering an exceptional customer experience (CX) is an absolute must. An outstanding CX is the heart of customer retention and a key strategy for customer acquisition. What is the Customer Experience Roadmap? Why Build a Customer Experience Roadmap?

Roadmap 52

Roadmap Net Promoter Score Customer Journeys Customer Experience 52

Amity

NOVEMBER 21, 2016

Customer benchmarking — the practice of identifying where a customer can improve or is already doing well by comparing to other customers – helps Customer Success Managers to deliver unique value to their customers. SaaS customer success leaders publicly encourage greater adoption of this practice.

Strategy 48

Strategy Analysis Metrics Software 48

AWS Machine Learning

APRIL 24, 2024

The team navigates a large volume of documents and locates the right information to make sure the warehouse design meets the highest standards. In the following example, the user specifically provided the adequate document and content to correct the LLM hallucination. Question How many car parking spaces do we have? AI score 4.5

Feedback 96

Feedback Effort Score Training Policies 96

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses.

B2B 82

B2B Net Promoter Score Self Service Social Media 82