ChurnZero

JANUARY 5, 2022

It’s not uncommon to find it difficult to grasp the concept of Customer Experience vs. Customer Success. For some, the Customer Experience definition is not that different from the one for Customer Success. So, are Customer Experience and Customer Success really the same? What is Customer Experience?

Customer Success 98

Customer Success Customer Experience Net Promoter Score Return on Investment 98

Experience Investigators by 360Connext

JANUARY 28, 2020

Forrester, Oracle, and others predict plenty of customer experience challenges for the near future. Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. First, understand the true costs of NOT investing in customer experience. Image credit: Forrester.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Gainsight

JUNE 21, 2022

Gainsight and RevOps Squared had an incredible response to our Customer Sucess Index 2022. Investment in customer success (CS) is causing a significant impact on companies’ revenue and growth. According to the Index, companies spend anywhere from 3% to 20% of revenue on customer success. It makes perfect sense too.

Trends 52

Trends Net Promoter Score NPS Return on Investment 52

CSM Magazine

DECEMBER 8, 2022

In today’s business world, about 89% of businesses compete solely based on customer experience (CX). Building a solid customer experience strategy to attract new customers and retain existing ones is even more crucial for business success now. What is a customer experience strategy, and why is it important?

Self Service 52

Self Service Net Promoter Score Strategy Effort Score 52

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. Compare that to a member who gives the highest score — they are likely to remain a member for another six years.”.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

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

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience? We want to fix that.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Comm100

DECEMBER 14, 2017

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Well, the customer experience is a key ingredient to getting new business and maintaining customer loyalty.

Strategy 225

Strategy Customer Experience How To Effort Score 225

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it?

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

Beyond Philosophy

JANUARY 19, 2019

This podcast discusses the five areas you can address that will change the results you get with your Customer Experience. With a focus on these five key actions, you will not only improve your Customer Experience, but you can also get a jump on the competition in the new year. Segment your customers into personas.

Net Promoter Score 84

Net Promoter Score Marketing ROI Return on Investment 84

Centercode

OCTOBER 23, 2020

Imagine: A delightful, bug-free product springs fully formed from your PRD and lands directly into your customers’ waiting hands. A perfected product is one that meets its design requirements , provides an amazing user experience , exceeds customer expectations , and blows revenue forecasts out of the water. Seems impossible?

Net Promoter Score 80

Net Promoter Score Return on Investment User Experience ROI 80

Talkdesk

MARCH 24, 2020

Now, we’re going to dive into the different stakeholders within and outside of the contact center who will benefit from this evolution of the traditional knowledge base, and how you can use it to transform your customer experience. . A true AI-powered knowledge base benefits: Customers. Knowledge Base Administrators.

Knowledge Base 57

Knowledge Base Self Service Net Promoter Score Average Handle Time 57

Beyond Philosophy

JANUARY 19, 2019

This podcast discusses the five areas you can address that will change the results you get with your Customer Experience. With a focus on these five key actions, you will not only improve your Customer Experience, but you can also get a jump on the competition in the new year. Segment your customers into personas.

Net Promoter Score 80

Net Promoter Score Marketing ROI Return on Investment 80

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

Thematic

AUGUST 7, 2019

This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (CX) to move from insights to action. As I later learned, in the business world, ROI or Return on Investment calculations play a similar role. Chapter 1: Introduction – ROI or Die!

ROI 123

ROI NPS Metrics Financial 123

Eptica

JULY 25, 2018

Author: Taoufik Massoussi - Product Manager & Head of AI Given its importance, most organizations measure customer satisfaction, normally through Voice of the Customer (VoC) surveys. However, often these only provide topline data, such as Net Promoter Score or CSAT metrics.

Net Promoter Score 50

Net Promoter Score Metrics Average Handle Time Return on Investment 50

SurveySparrow

JUNE 30, 2023

Welcome to the captivating world of customer experience design, where we turn mundane interactions into extraordinary adventures. But, we will be unleashing our creativity to design experiences that will have your customers grinning from ear to ear. Understanding Customer Experience Design What is CX design, you ask?

Customer Experience Design 52

Customer Experience Design Customer Experience Effort Score Customer Journeys 52

CustomerSuccessBox

JUNE 13, 2022

Customer intelligence (CI) is becoming a prominent competitive advantage in this age of increased competition with other organizations. We already knew that customer-centricity is critical for any SaaS company’s success. However, there are other aspects to being a customer-centric company. What is Customer Intelligence?

Customer Success 52

Customer Success Net Promoter Score Customer Centricity ROI 52

Beyond Philosophy

MARCH 19, 2020

We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. ROI is one of the areas the organizations are struggling with regarding their investment in Customer Experience. You All Want Growth.

Trends 192

Trends Net Promoter Score Effort Score ROI 192

Forrester

MAY 29, 2015

No one disputes that treating customers well is the right thing to do: Virtually all respondents in a Forrester survey of CX professionals said that executives at their companies consider customer impact to be at least somewhat important when making business decisions.

Net Promoter Score 40

Net Promoter Score Measurement Return on Investment How To 40

Eptica

MARCH 28, 2018

Author: Olivier Njamfa Businesses have been running Voice of the Customer (VoC) programs for some time , but in many cases overall customer satisfaction has actually deteriorated. One reason for this is a focus on using customer feedback from surveys to drive VoC programs, which gives an incomplete picture of consumer needs.

ROI 65

ROI Net Promoter Score Return on Investment Effort Score 65

SurveySparrow

JANUARY 5, 2021

What is Return on Employee experience? We are quite familiar with the term, ROI or returns on investment. When it comes to measuring the benefits of a particular cost-related investment, there’s no effective metric available then return on investment (ROI). Employee NPS or eNPS.

Employee Experience 52

Employee Experience Measurement Net Promoter Score Effort Score 52

Think Customers

JUNE 4, 2015

No one disputes that treating customers well is the right thing to do: Virtually all respondents in a Forrester Research survey of CX professionals said that executives at their companies consider customer impact to be at least somewhat important when making business decisions. 1to1Media.com/weblog.

Net Promoter Score 40

Net Promoter Score Return on Investment Measurement ROI 40

Eptica

JUNE 13, 2018

Date: Wednesday, June 13, 2018 Author: Taoufik Massoussi Measuring the customer experience: three key considerations. Author: Taoufik Massoussi Understanding how your company is performing in terms of Customer Experience (CX) is a key part of benchmarking against competitors and identifying areas for improvement.

Measurement 49

Measurement Net Promoter Score Customer Experience Average Handle Time 49

ChurnZero

FEBRUARY 8, 2019

In honor of the 61st Annual Grammy Awards that are airing this Sunday evening, we decided to pick some of the songs from the nominations list and create a Customer Success playlist to help power you through your day. According to CX Solutions, for every customer complaint there are 26 other unhappy customers that have remained silent.

Customer Success 45

Customer Success Net Promoter Score Effort Score NPS 45

CX University

OCTOBER 30, 2017

CX University (CXU) announced today the official launch of Customer Experience (CX) Financial Consulting Services. CX University is best known for their on-the-go learning philosophy with Online Courses in Customer and Patient Experience and custom-created eModules for organizations. Chief Marketing Officer. CX University.

Consulting 40

Consulting Financial Measurement Net Promoter Score 40

Kayako

OCTOBER 23, 2017

Customer feedback loops suffer from a lack of commitment. Most teams believe that a response to their customer marks the end of a closed-loop feedback system. Let’s go back to the start and reiterate your feedback process so you can improve both user and customer experiences. Close the loop with the customer.

Feedback 136

Feedback Net Promoter Score e-support Metrics 136

CustomerSuccessBox

MARCH 21, 2022

Of all there lies the customers head, Chief Customer Officer (CCO) who is one among the C suites of the departments to deliver the customer success. Handling difficult customer interactions by offering the best customer experience is part of their deal. Why do you need a Chief customer officer in the organization?

Chief Customer Officer 52

Chief Customer Officer Competitive Advantage Effort Score Net Promoter Score 52

Confirmit

SEPTEMBER 18, 2017

This year, to celebrate CX Day on October 3rd , we’re running a countdown where we share some of our favorite customer stories to help inspire us all in our day-to-day Customer Experience activities. This week, we are focusing on a long-standing customer who has, frankly, dominated the Confirmit ACE Awards for years.

Net Promoter Score 45

Net Promoter Score Insurance Return on Investment Case Study 45

ProProfs Chat

JANUARY 7, 2021

Creating a successful product isn’t just about being the most innovative product in the market, it’s about ensuring that your product is embraced by customers even as their needs evolve and demands change. You need to tap into customer opinions and directly ask them what they like and what they don’t.

Survey 59

Survey Net Promoter Score Effort Score Return on Investment 59

NobelBiz

FEBRUARY 14, 2023

Customer Relationship Management (CRM) is a strategy businesses use to manage interactions with existing and potential customers. CRM aims to improve customer satisfaction and loyalty and, ultimately, increase revenue. This information is a cornerstone to personalize interactions and improve the customer experience.

Contact Center 52

Contact Center CRM Measurement Strategy 52

ChurnZero

NOVEMBER 5, 2021

You purchased your Customer Success software with expectations of how it would perform and how your team would use it. For busy Customer Success teams, it can be difficult to pause and reflect on the systems you use to manage your days. The 7-point audit checklist for Customer Success software 1. New problems surface.

Software 52

Software Customer Success Net Promoter Score Exercises 52

Playvox

JULY 31, 2023

Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. Improved Efficiency Getting your staffing levels right and creating a balanced workload across all of your customer service channels is crucial. Agents cannot perform with inadequate shift coverage.

Self Service 85

Self Service Management Contact Center ROI 85

Amity

JANUARY 23, 2017

Treat every customer like they are in a subscription model. So in 2017, whether you are a customer success advocate or simply someone who cares about renewing and upselling your customers , adopting this motto is a must. So what is a subscriber model, or better yet, what does it have to do with a customer’s success?

Customer Success 48

Customer Success Net Promoter Score Self Service Return on Investment 48

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. And when it comes to delivering the right customer success function to your clients you are as good as the tool you use. What is a Customer Success Software?

Software 52

Software Customer Success Effort Score Net Promoter Score 52

ChurnZero

NOVEMBER 5, 2021

7-Point Audit Checklist for Customer Success Software. You purchased your Customer Success software with expectations of how it would perform and how your team would use it. But if you want to ensure your Customer Success software keeps working for you, and not against you, it’s a worthwhile exercise to evaluate its performance.

Software 52

Software Customer Success Net Promoter Score Exercises 52