Gainsight

SEPTEMBER 1, 2022

So a product roadmap serves as a tool for alignment: it’s a strategy-first, visual document that communicates what type of problem a product solves, how, and for whom. And it addresses what’s coming next to best meet customers’ needs. PMs can solve these challenges with a data-based product roadmap. Let’s break them down.

Roadmap 52

Roadmap Data Net Promoter Score Analytics 52

Gainsight

SEPTEMBER 28, 2022

By revamping their product strategy, companies can lower the cost of customer acquisition with low-touch onboarding strategies and also increase revenue retention with stickier products, helping to unlock new ways to scale up and sustainably grow revenues. Stay focused on stickiness. Make space for quick wins to drive advocacy.

Roadmap 52

Roadmap Analytics Innovation Resources 52

Gainsight

MAY 24, 2022

So how should companies go about understanding what their customers really want and meeting their needs? The Truth About What Customers Want. In short, data validates what your customers want. . Smarter Product Roadmaps, Shorter Timelines. There’s an anecdote about trying to understand people’s daily diets.

Innovation 105

Innovation Roadmap Analytics Meeting 105

InMoment XI

NOVEMBER 30, 2023

In this comprehensive guide, we will delve into the intricacies of brand reputation management, exploring strategies, key components, pitfalls to avoid, and the role of online and employee reputation management. How to Create a Brand Reputation Strategy Creating a brand reputation strategy may seem daunting at first.

Brands 378

Brands Management Multi-Channel Social Media 378

UJET

NOVEMBER 16, 2020

DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. For more than two decades she has helped emerging and established companies develop and deliver outstanding customer experiences.

Contact Center 138

Contact Center Strategy Roadmap Consulting 138

InMoment XI

AUGUST 25, 2023

Choosing the right partner for your CX program is essential for creating a memorable customer experience and increasing customer loyalty. 73% of customers say that a good customer experience is one of the biggest deciding factors for brand loyalty. Checkout how you can craft a max-impact CX strategy for a small CX team.

How To 260

How To ROI Net Promoter Score Measurement 260

Magellan Solutions

JUNE 14, 2023

Disruptive innovation is crucial for businesses, enabling them to challenge existing market norms, create new opportunities, and gain a competitive edge. You can transform your business and customer experiences by offering innovative products or services. But what is the role of BPOs in disruptive innovation?

Innovation 52

Innovation Transportation Telecommunications Culture 52

Win the Customer

SEPTEMBER 8, 2023

In the dynamic world of startups, where every decision can make or break a company’s future, customer experience (CX) stands out as a critical factor for success. It’s not just about having a great product or service; it’s about how you make your customers feel when they interact with your brand.

Strategy 59

Strategy Social Media Touchpoint Customer Centricity 59

SurveySensum

JANUARY 12, 2024

Companies that effectively execute customer experience projects start by concentrating on how they gather and evaluate consumer feedback — Gartner. The emphasis is now on creating personalized experiences that resonate on a personal level, recognizing each customer’s individuality.

Feedback 52

Feedback Engagement Strategy Customer Journeys 52

BirdEye

APRIL 11, 2023

A business strategy template is a must-have tool for establishing business objectives and actions needed to reach your goals. In this article, we’ll share the top business strategy templates and how to use them to plan the future of your business. Table of contents What is a business strategy?

Examples 98

Examples Strategy Analysis ROI 98

SurveySparrow

SEPTEMBER 5, 2023

Why do customers choose one brand over another? The answer lies in the way customers are treated throughout their journey with a brand—this is what we call the automotive customer experience. This is why focusing on customer experience in the automotive industry is a big deal. What is Automotive Customer Experience?

Automotive 52

Automotive Trends Strategy Customer Experience 52

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric. What Is Customer Experience? your CX foundations. Leaders invested in CX spend time in a cycle of action.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

C3Centricity

AUGUST 20, 2017

Faster growth, increased profitability, or more successful innovations? Whatever is in your plans, now is the time to review them and decide the very best strategies and tactics for meeting them. So, how well do you know your current and potential customers? So what have you promised your top management? Higher Growth.

Innovation 120

Innovation Competitive Advantage Meeting Strategy 120

GetFeedback

MAY 4, 2018

The more we automate business processes, the more we lose sight of our customers. Though technology has undoubtedly made our jobs easier and improved the overall customer experience , it’s also distanced us from the people we serve. Luckily, reconnecting with customers isn’t all that hard. Create a beta program.

Strategy 170

Strategy How To Net Promoter Score Customer Centricity 170

SurveySparrow

OCTOBER 25, 2023

Brand Name A brand name is like the first handshake with your customers. Marketing is like a bridge between your brand and your customers. It is about understanding your customers inside and out! It’s purely because those brands have created a lasting impression in their customers’ minds. What is Marketing?

Brands 52

Brands Strategy Marketing Social Media 52

Thematic

APRIL 17, 2019

You worked for IDEO and led user experience and customer insights at DoorDash and Cruise, two of the most successful YC companies. How to Use Insights To Drive Product Roadmap. My team often collaborated with the product, data science, and strategy and ops teams to understand DoorDash’s users’ needs. Arianna: How did I get here?

Roadmap 54

Roadmap Customer Insights Company User Experience 54

Totango

NOVEMBER 27, 2023

After several years of relentless pursuit of new business, 2023 made it clear to many companies that growth at all costs is not a sustainable strategy. This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams.

Report 92

Report Trends Customer Success Self Service 92

SurveySensum

FEBRUARY 27, 2024

Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty. They are more productive, contribute innovative ideas, and deliver higher-quality work.

Metrics 52

Metrics Strategy Employee Engagement Culture 52

InMoment XI

OCTOBER 24, 2023

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth.

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

ClearAction

DECEMBER 30, 2017

Customer-Centric Innovation Lynn Hunsaker. What defines a customer-centric organization, and why is taking a customer-centric approach increasingly seen as important? Clear Action’s Lynn Hunsaker and Patricia Seybold Group’s Matthew Lees argue the business case for a customer-centric organization. Lynn Hunsaker.

Customer Centricity 54

Customer Centricity Innovation Customers Groups 54

SurveySparrow

AUGUST 30, 2023

If Customer experience is your next target, don’t worry; we’ve got you covered. Our team sat down for 5 days and 6 nights to read the best customer experience books and curated the perfect list just for you! Why Read the Best Customer Experience Books? Firstly, let’s see why we must read customer experience books.

Customer Experience 52

Customer Experience Roadmap Case Study Loyalty 52

SurveySensum

FEBRUARY 16, 2024

Today, in the area of customer support, telephone engagements play an important role in building and maintaining strong connections with customers. The power of empathy in transforming simple exchanges into impactful customer experiences is often overlooked in telephonic communications.

Strategy 52

Strategy How To Communication Interaction 52

SurveySensum

FEBRUARY 16, 2024

Today, in the area of customer support, telephone engagements play an important role in building and maintaining strong connections with customers. The power of empathy in transforming simple exchanges into impactful customer experiences is often overlooked in telephonic communications.

Strategy 52

Strategy How To Communication Interaction 52

Totango

AUGUST 29, 2019

Your customers are your enterprise’s life’s blood. When you get a new customer, work to retain them and grow customer lifetime value. While the sales team will always be looking for new customers, retaining a current customer is far cheaper than finding a new customer to replace them. Why Retention Matters.

Customer Retention 87

Customer Retention Strategy Customer Journeys Customer Centricity 87

Lithium

APRIL 12, 2022

Your customer experience team is no stranger to attrition — It's a tough gig! Our latest release delivers new tools that will help you keep employees — and customers — happy for years to come. A contact center is only as good as the people interacting with customers. It doesn't stop with your frontline either.

Omni-Channel 52

Omni-Channel Innovation Contact Center Customer Service 52

Thematic

APRIL 17, 2019

Using Insights From Quantitative And Qualitative Data To Drive Product Roadmaps. My team often collaborated with the product, data science, and strategy and ops teams to understand DoorDash’s users’ needs. It means everything from innovation and foundational research to evaluative research. Alyona: Awesome.

Roadmap 63

Roadmap Analysis Data Company 63

SurveySensum

JANUARY 24, 2024

Along with success, Alice also saw a plethora of feature requests from her customers, including her high CLV customers. But she knew that blindly implementing every feature request could lead to confusion rather than innovation. So, what strategies did Alice adopt to streamline this process? What is a Feature Request?

Roadmap 52

Roadmap Feedback Customers Survey 52

Gainsight

AUGUST 4, 2022

All innovation requires some amount of risk. Product experience drives customer experience. The trick is to create a customer experience that matches the product experience in terms of value and relevancy. Remember that your product experience is the journey your customer goes through within your product.

Customer Experience 64

Customer Experience Roadmap Self Service Social Media 64

Gainsight

OCTOBER 27, 2022

Learn how customer, community, and product-led strategies can build long-term, efficient growth. Take some time off from back-to-back Zoom meetings and join us live on the rooftop of Tobacco Dock to make meaningful connections with peers in Customer Success (CS), Product, and Community. Customer-Led Growth .

Strategy 52

Strategy Customer Success Software Roadmap 52

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Five Rules of Customer Observation for Greater Success. The 6 Best Ways to Show you Respect your Customers.

Customer Centricity 177

Customer Centricity Hospitality Customer Journeys Strategy 177

Lumoa

AUGUST 23, 2021

In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. Since the pandemic began, however, the challenge has evolved into not just standing out, but instead to effectively pivot, innovate and transform your business. What have we learned during COVID?

Customer Experience 236

Customer Experience Social Media Video Analytics 236

Strativity

DECEMBER 12, 2022

That’s up from 58% in 2022, a trend accelerated by growing demand for integration and innovation capabilities. Phase 2: Define your cloud migration strategy and roadmap. After deciding on your cloud migration strategy, there are other factors to keep in mind when choosing a cloud service provider.

Strategy 52

Strategy Roadmap System Tools 52

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Teaming leaders from each of these functions to focus on a respective industry, these “pods” work together to build deep knowledge and vertical expertise.

Sales 90

Sales NPS Customer Journeys Customer Success 90

Customer Bliss

AUGUST 28, 2020

We’ve had discussions about their role in developing a customer experience strategy within their organization or for other organizations, and about how they’ve had to recently pivot in their jobs. Don’t Assume; Check-in with Customers to Understand How They Feel and Where They Stand. We had our 2020 plans.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

CX University

NOVEMBER 7, 2023

To meet the market demands for quality online instruction and preparation for Certified Customer Experience Professional (CCXP), CX University (CXU) launches its CCXP Exam Prep Course. CCXP Exam Prep Many professionals working in a Customer Experience-related role seek certification to substantiate their mastery of the discipline.

Course 52

Course Roadmap Customer Experience Professionals ROI 52

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

Innovation 100

Innovation Marketing Social Media Healthcare 100

C3Centricity

JANUARY 4, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Five Rules of Customer Observation for Greater Success. The 6 Best Ways to Show you Respect your Customers.

Customer Centricity 156

Customer Centricity Hospitality Customer Satisfaction Customers 156