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

Thematic

APRIL 3, 2024

The best eCommerce customers have a high repeat purchase rate and leave positive comments. Say, a proportion of these high-repeat customers start to drop off. You’re not face-to-face with these customers, so you need a way to understand what’s happening. 77% of customers prefer brands that listen to them.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. Do you first have to analyze customer (quantitative) data or focus on their (qualitative) journeys? The Holy Grail of customer research is combining quant and qual data to get the most complete picture of your customer.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

NobelBiz

OCTOBER 31, 2023

At its heart, business is a bond between service providers and customers. Understanding this dynamic is crucial, especially when customers are facing their most challenging times. When the pressure rises, here’s how to elevate your customer support to the next level, solidifying trust and cementing loyalty.

Call Center 104

Call Center Contact Center Software Contact Center Social Media 104

ChurnZero

JUNE 21, 2022

You may have heard of sales enablement, but Customer Success enablement might be a new term for you. Although it’s an important concept and role in the Customer Success space, it hasn’t quite gained the traction it needs to be in the spotlight. The definition of Customer Success enablement.

Customer Success 94

Customer Success Net Promoter Score Return on Investment Metrics 94

CloudCherry

MARCH 28, 2019

CX insights can help you connect experience to your business goals, beat the competition and deliver a consistently delightful experience to your customers. At CloudCherry, we want to disrupt the customer experience industry. It helps you understand the context around your customer’s interactions with your company.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

ClearAction

JANUARY 11, 2015

Metrics for Customer Experience Management. Metrics selection may be your most important decision for customer experience success. The gravity of upside and downside to customer experience metrics selection cannot be overstated. Laws of Metrics. Action Plan Metrics. It’s Like Physical Fitness.

Customer Experience Management 48

Customer Experience Management Metrics Customer Experience Management 48

ChurnZero

JANUARY 18, 2023

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on Customer Success hiring for SaaS and tech companies nationwide. As a Customer Success recruiting firm, we speak with active and passive job seekers all day, every day.

Customer Success 98

Customer Success Culture Exercises Trends 98

Kayako

APRIL 25, 2017

Viktor Magic will walk you through how to run a customer effort questionnaire and why it’s important to track CES after every transaction. Customers don’t want high effort experiences because difficult experiences make the customer feel exhausted. Transactional metrics. Sending a Customer Effort Survey.

Effort Score 158

Effort Score How To Net Promoter Score Survey 158

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

What is a Customer-First Culture, and Why is It Important? There are plenty of noble reasons for wanting to create great customer experiences. Each interaction a customer has with your brand is an opportunity to make their day even the slightest bit brighter , which is as meaningful today as ever. Culture is a funny word.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Kustomer

JUNE 6, 2023

Although cash may be the reason you’re in business, customers are the more important commodity when it comes to keeping that business afloat. When it comes to protecting, investing and being responsible for customers’ money, they need to trust in the financial services company. Is your company meeting customer expectations?

Financial 98

Financial Company Customer Service Tips 98

Education Services Group

NOVEMBER 28, 2022

As presenters at ChurnZero’s BIG RYG 2022, Jordan Olivero and I discussed segmentation, tiering, and capacity planning in our session: Financial Modeling for Customer Success: From the Top Down and Bottom Up. So back to the big question: “How do I cover my entire install base of customers in the most efficient way possible?”.

Customer Success 52

Customer Success Exercises Financial Tools 52

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. They create such a focus on the customer that everything and everyone throughout the organization is on board. . Sometimes the customer-focused “way” is seen as a brand within a brand. It’s easy to TALK customer experience. Where does this organizational magic come from?

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

delighted

FEBRUARY 26, 2024

Even if you’re just starting your customer experience (CX) management program, you’ve probably heard of Net Promoter Score (NPS): it’s one of the most popular customer experience metrics to measure customer loyalty and satisfaction. What is NPS?

NPS 98

NPS Examples Tips Survey 98

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. Yes, these 10 things are commonly considered the key elements of any customer experience improvement initiative.

Customer Experience 59

Customer Experience Conference Customer Journeys NPS 59

SurveySensum

FEBRUARY 17, 2021

In the fourth episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are running a workshop on Customer Journey Mapping. . What do you need before the Customer Journey Mapping workshop?

Customer Journeys 59

Customer Journeys Exercises Touchpoint Metrics 59

BlueOcean

OCTOBER 10, 2016

But in the end, you decide to make the dreaded call to customer service. No matter what action you take, the point is that your journey as a customer started before you made that call. That assumption is very often the catalyst in creating a less-than-satisfactory customer experience. But that’s simply not true.

Customer Journeys 120

Customer Journeys Contact Center Call Flow First Call Resolution 120

InteractionMetrics

OCTOBER 16, 2023

Your CEO has come to embrace customer success! And you’ve been tapped to lead a customer experience team. Do you need a lengthy class or book on customer experience principles? Getting Your Team on Board But first, how important is the customer experience? As for the customer journey? 65% of U.S. 65% of U.S.

Customer Experience 52

Customer Experience Effort Score Survey Net Promoter Score 52

NICE inContact

JUNE 5, 2019

The contact center may have a great quality management program that provides agents evaluations on their interactions as well as a stellar performance management platform that gives agents real-time insights into how they are performing against specific goals and metrics. Select the Right QM Platform.

Contact Center 136

Contact Center Average Handle Time Exercises Interaction 136

GetFeedback

FEBRUARY 7, 2020

The focus on customer experience isn’t going anywhere. In fact, we’d argue that superb customer experience is no longer just a “nice to have”; it’s a necessity for any business that wants to flourish in the coming years. . You have to deliver a great product as part of an incredible experience, or your customers will abandon you.

NPS 199

NPS Net Promoter Score Effort Score Survey 199

Playvox

AUGUST 25, 2022

All these singular actions can negatively impact service level metrics and the customer experience. As workforce management professionals, we know how one person can make a difference in providing timely service to our customers and hitting SLAs – or missing them completely. One person may leave early from their closing shift.

Management 85

Management Contact Center Exercises Self Service 85

SurveySensum

JUNE 24, 2023

According to the Zendesk Customer Service Report 2020 , 80% of customers stop doing business with a company if they experience poor customer service. This shows that the customer is the king and businesses who take their customer service lightly might be at risk of losing customers which inevitably results in loss of business.

Customer Satisfaction 52

Customer Satisfaction Measurement Net Promoter Score Effort Score 52

SurveySensum

JANUARY 12, 2024

Companies that effectively execute customer experience projects start by concentrating on how they gather and evaluate consumer feedback — Gartner. The traditional metrics for CX’s success in today’s market are changing. This article aims to provide actionable insights into humanizing customer feedback processes.

Feedback 52

Feedback Engagement Strategy Customer Journeys 52

ImprintCX Articles

MARCH 4, 2024

As someone who is passionate about the customer, it’s very easy to assume everyone in your organisation (or at least the leadership team) feel the same way. Boards still must deliver on profit and revenue metrics. Unite everyone in a customer experience vision and show them how to get there. That is not always the case.

Leadership 52

Leadership Metrics Exercises Government 52

Education Services Group

JANUARY 5, 2022

They may sound the same, but customer journey maps are different from touchpoint maps (also known as service blueprints). They are both ways of looking at the customer journey, but one concentrates on the front-end, customer experience and the other focuses on the back-end processes that drive those experiences.

Customer Journeys 52

Customer Journeys Touchpoint Net Promoter Score Exercises 52

ChurnZero

JUNE 21, 2022

You may have heard of sales enablement, but Customer Success enablement might be a new term for you. Although it’s an important concept and role in the Customer Success space, it hasn’t quite gained the traction it needs to be in the spotlight. The definition of Customer Success enablement.

Customer Success 52

Customer Success Net Promoter Score Return on Investment Metrics 52

SuiteCX

JULY 10, 2017

SuiteCX has mastered the concept of Inventory by creating a standalone map type in the software that acts as a Grid map, where you can strategically place each of your Customer or Brand Interaction points along an X and Y axis modeled by Lifecycle by Department or Channel. Let alone, each interaction point along the x and y axis.

Customer Journeys 100

Customer Journeys Effort Score Exercises Interaction 100

SuiteCX

JULY 10, 2017

SuiteCX has mastered the concept of Inventory by creating a standalone map type in the software that acts as a Grid map, where you can strategically place each of your Customer or Brand Interaction points along an X and Y axis modeled by Lifecycle by Department or Channel. Let alone, each interaction point along the x and y axis.

Customer Journeys 100

Customer Journeys Effort Score Exercises Interaction 100

SurveySensum

JULY 4, 2023

According to a recent article, “The five disciplines of customer experience leaders” by Bain & Company , excelling in customer experience can have a significant impact on a company’s revenue. In fact, companies that prioritize customer experience have been found to grow their revenue by 4-8% above their market average.

Customer Satisfaction 52

Customer Satisfaction Strategy Tips Social Media 52

SurveySensum

JULY 4, 2023

According to a recent article, “The five disciplines of customer experience leaders” by Bain & Company , excelling in customer experience can have a significant impact on a company’s revenue. In fact, companies that prioritize customer experience have been found to grow their revenue by 4-8% above their market average.

Customer Satisfaction 52

Customer Satisfaction Strategy Tips Social Media 52

Totango

SEPTEMBER 24, 2020

Making your customers successful is ultimately about delivering value —you can create value for your customers by placing them in a position to grow their enterprise through the efficient use of your product to meet their business challenges. The Importance of Creating Value for Customers. Customizing Communication and Offers.

How To 78

How To Customer Success Customer Journeys Customers 78

Kustomer

JANUARY 7, 2022

Customer service can be a challenge in any type of business, but the last two years have created unprecedented obstacles and shifting circumstances across industries around the world. Why Customer Service for Subscription-Based Business Is Crucial. trillion by 2025. What Is the Subscription-Based Business Model?

Customer Service 97

Customer Service Self Service e-support Automotive 97

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? They include interactions, through text messages or emails. They include interactions, through text messages or emails. Why Are Call Center Campaigns Important?

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52

Zeisler Consulting

FEBRUARY 9, 2022

Rather than promising higher revenue, sales, and market share (at least, rather than promising it directly ), my philosophy about Customer Experience is that it should be founded explicitly on your Brand Promise, and its goal should be eliminating the gaps that exist between your Customers’ experiences and that Brand Promise.

Brands 93

Brands Exercises Course Examples 93

Zeisler Consulting

FEBRUARY 9, 2022

Rather than promising higher revenue, sales, and market share (at least, rather than promising it directly ), my philosophy about Customer Experience is that it should be founded explicitly on your Brand Promise, and its goal should be eliminating the gaps that exist between your Customers’ experiences and that Brand Promise.

Brands 93

Brands Exercises Course Examples 93

InMoment XI

MAY 31, 2022

A customer journey map is a diagram of all the places customers come into contact with your brand, online or off. The goal of journey mapping is to gain a deeper understanding of your customer, how they interact with your brand, and how each interaction affects your relationship. Gather a Cross-Functional Team.

Customer Journeys 529

Customer Journeys Examples Net Promoter Score Touchpoint 529

Gainsight

FEBRUARY 28, 2023

We’ve entered an era of customer success (CS) where company executives and investors have agreed now is the time to double down on CS efforts. Gross Revenue Retention (GRR) has become THE critical metric. Gross Revenue Retention (GRR) has become THE critical metric. EBITDA is a focus instead of hyper-growth.

Effort Score 52

Effort Score Touchpoint Metrics Resources 52