Lithium

JUNE 11, 2019

We are excited to announce that we will again be offering three workshops at our CX Live Pre-Conference day on October 3 rd in Austin, Texas. To sign up for these workshops, please visit the CX Live Registration Site to secure your spot. Learn how to best engage with customers on the social web. ROI Connection.

Social Media 40

Social Media Case Study ROI Course 40

ijgolding

AUGUST 12, 2014

It is impossible to ignore the fact that customer service has gone all social on us. Part of the problem is that customers do not recognise channels – they recognise the company they are interacting with. So why are companies still not dealing with ‘social customer service’ very well?

Social Media 230

Social Media Customer Service Customer Experience Roadmap 230

Thematic

APRIL 17, 2019

I happened to try a design thinking workshop and I remember thinking to myself, “This is what I should be doing!”. Using Insights From Quantitative And Qualitative Data To Drive Product Roadmaps. Alyona: So what was your approach for taking insights from all these sources and using them to drive the product roadmap?

Roadmap 63

Roadmap Analysis Data Company 63

Totango

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. The more customers you lose to churn, the more you have to invest in new customer acquisition to maintain your revenue, and the harder it becomes to grow your business. Invest in Your Customer Success Team.

Strategy 95

Strategy Net Promoter Score How To Roadmap 95

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

SurveySparrow

NOVEMBER 28, 2023

Customer satisfaction is the holy grail now. The Kano Model, named after its creator, Professor Noriaki Kano, is a framework designed to prioritize and analyze features based on customer satisfaction. Your customers expect a tasty meal—nothing fancy, just good food. Reverse Needs: Things that, if present, make customers unhappy.

Customer Satisfaction 52

Customer Satisfaction Analysis Roadmap Customer Expectations 52

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

Kustomer

MARCH 30, 2021

Based on customer feedback, we have created a team dedicated to learning and training to help our customers get the most value out of Kustomer and deliver best-in-class customer experiences. Just as Kustomer is customer-centric, Kustomer University is designed with you in mind. Well, we have great news for you!

Training 98

Training Roadmap Course CRM 98

Customer Alignment

MARCH 2, 2018

the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council. In the U.K,

Chief Customer Officer 99

Chief Customer Officer Customer Journeys Customer Experience Roadmap 99

Avaya

AUGUST 2, 2017

In our experience, the reason for this is because an initial business discovery process was not sufficiently performed to put a strategic execution roadmap in place. Perhaps customer-specific strategies were not as well-defined as intended, or there was a misalignment between business outcomes and technology implementation.

Roadmap 63

Roadmap eBook Exercises Strategy 63

One Millimeter Mindset

OCTOBER 15, 2018

Current and potential customers can tell us overstated stories. First of all, we are flattered that these customers contacted us. So are these current and potential customers. As a result, we interpret our initial experiences as solid, positive mutual customer experiences. And lead us on and on and on.

Roadmap 142

Roadmap Customer Success Leadership Customers 142

Centercode

APRIL 15, 2020

With 18 speakers and over 400 attendees, Delta ’20: the Virtual Customer Validation Conference made one thing clear: even in uncertain times such as these, the CV industry is enthusiastically pushing forward. This session teaches you the 5 skill sets you need to navigate the fluctuating demands of managing a customer testing program.

Conference 69

Conference Tips Roadmap Culture 69

Wootric CX Blog

AUGUST 20, 2020

There’s so much buzz these days about growth hacking that it’s easy to forget a fundamental truth about marketing—winning a new customer costs a lot more than keeping an existing one (anywhere from 5 to 25 times more, according to the Harvard Business Review ). Enhancing Features with Customers in Mind. That’s to be avoided, no doubt.

Tips 88

Tips Roadmap e-support NPS 88

SurveySparrow

AUGUST 28, 2023

While factors like features and pricing play a role, there’s a secret ingredient that truly defines their success: delivering an unparalleled customer experience in the realm of Software as a Service (SaaS). Did you know that a remarkable 86% of buyers are willing to pay more for a better customer experience?

Customer Journeys 52

Customer Journeys Customer Experience Self Service Net Promoter Score 52

SurveySparrow

SEPTEMBER 29, 2023

Did you know that 61% of consumers are willing to pay a premium of at least 5% for a promise of exceptional customer experience? Well, the secret lies in their commitment to improve and enhance customer experience. And one powerful tool that can help achieve this is a customer experience workshop. That’s huge!

Customer Experience 52

Customer Experience Exercises Customer Journeys Roadmap 52

SurveySensum

DECEMBER 4, 2023

Collecting customer feedback is one thing, but understanding how to use it can take time and effort. Customers start to feel like their opinions don’t matter, and when they don’t see any changes, they quietly leave. So, how do you make sense of all this customer feedback and transform it into actionable improvement?

Feedback 52

Feedback Strategy Net Promoter Score Social Media 52

Chadwick Martin Bailey

APRIL 17, 2020

We have seen client mindsets shift from an early “wait-and-see” approach (early- to mid-March) to “let’s not waste this moment to understand what our customers are thinking and doing” (late-March to early-April). An article from Bain speaks to this very well: Decide where to be bold and build a roadmap to get there.

Innovation 64

Innovation Roadmap Exercises Consumers 64

Lithium

SEPTEMBER 6, 2019

Customer engagement often feels overwhelming. Customer engagement teams are awash with people, content, and competing objectives. The Community Roundtable’s State of Community Management 2019 found that 70% of programs do not even have an approved roadmap and 76% cannot measure their strategy.

Customer Engagement 40

Customer Engagement Engagement Roadmap Connections 40

Lithium

SEPTEMBER 6, 2019

Customer engagement often feels overwhelming. Customer engagement teams are awash with people, content, and competing objectives. The Community Roundtable’s State of Community Management 2019 found that 70% of programs do not even have an approved roadmap and 76% cannot measure their strategy.

Customer Engagement 40

Customer Engagement Engagement Roadmap Connections 40

Lithium

SEPTEMBER 6, 2019

Customer engagement often feels overwhelming. Customer engagement teams are awash with people, content, and competing objectives. The Community Roundtable’s State of Community Management 2019 found that 70% of programs do not even have an approved roadmap and 76% cannot measure their strategy.

Customer Engagement 40

Customer Engagement Engagement Roadmap Connections 40

Avaya

JUNE 9, 2017

” Well, we’d like to put a new-age spin on this: “If an organization implements a digital transformation plan without a strategic roadmap, does it have an impact?”. Perhaps customer-specific strategies were not as well-defined as intended, or there was a misalignment between business outcomes and technology implementation.

Roadmap 41

Roadmap Exercises Customer Engagement Strategy 41

Lithium

SEPTEMBER 6, 2019

Customer engagement often feels overwhelming. Customer engagement teams are awash with people, content, and competing objectives. The Community Roundtable’s State of Community Management 2019 found that 70% of programs do not even have an approved roadmap and 76% cannot measure their strategy.

Customer Engagement 40

Customer Engagement Engagement Roadmap Connections 40

ClearAction

DECEMBER 31, 2016

2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Let’s take a look at 5 ways to accelerate results that your customers and investors will both reward: Customer Service — resolve to prevent recurrence of issues. Investors want retained customers.

Customer Experience 81

Customer Experience Customer Journeys Roadmap Customers 81

One Millimeter Mindset

AUGUST 22, 2018

Self bias is a powerful force in how we acquire, serve and retain our customers. Providing compelling speaking programs and workshops focused on professional innovation, workforce engagement and customer success for customer retention. As a result, customer acquisition and retention are riddled with gaps in execution.

Exercises 51

Exercises Customer Retention Roadmap Innovation 51

Lithium

JUNE 11, 2019

The last year has been big—we added new customers, new employees, new products, and expertise. We're launching our new global customer roadshow to keep our best customers in the know on all the big things happening —"Lithium CX Live". Learn about our product roadmap for the next generation of digital customer experience.

Roadmap 40

Roadmap Course Leadership Customer Care 40

Lithium

JUNE 11, 2019

The last year has been big—we added new customers, new employees, new products, and expertise. We're launching our new global customer roadshow to keep our best customers in the know on all the big things happening —"Lithium CX Live". Learn about our product roadmap for the next generation of digital customer experience.

Roadmap 40

Roadmap Course Leadership Customer Care 40

Lithium

JUNE 11, 2019

The last year has been big—we added new customers, new employees, new products, and expertise. We're launching our new global customer roadshow to keep our best customers in the know on all the big things happening —"Lithium CX Live". Learn about our product roadmap for the next generation of digital customer experience.

Roadmap 40

Roadmap Course Leadership Customer Care 40

One Millimeter Mindset

JULY 5, 2018

Where do you stand when it comes to customer experience mid year? And is this inconsistency reflected in the rate of customer churn and customer retention, mid year? Too many professionals wait until the official “numbers” are available to realize that they blew it with their customers. You know that.

Customer Experience 44

Customer Experience Customer Retention Roadmap Innovation 44

Lithium

SEPTEMBER 27, 2018

The last year has been big—we added new customers, new employees, new products, and expertise. We're launching our new global customer roadshow to keep our best customers in the know on all the big things happening —"Lithium CX Live". Learn about our product roadmap for the next generation of digital customer experience.

Roadmap 40

Roadmap Course Leadership Customer Care 40

SuiteCX

DECEMBER 5, 2016

This year we have made continuous learning a key priority and important part of our product development roadmap, coaching tools, and support services. Then we will show you the top line features of SuiteCX and how SuiteCX can help your business: Develop a deeper understanding of your customer’s experience. Improve your margins.

Course 100

Course Roadmap Exercises System 100

Wootric CX Blog

AUGUST 19, 2020

There’s so much buzz these days about growth hacking that it’s easy to forget a fundamental truth about marketing—winning a new customer costs a lot more than keeping an existing one (anywhere from 5 to 25 times more, according to the Harvard Business Review ). Enhancing Features with Customers in Mind. That’s to be avoided, no doubt.

Tips 52

Tips Roadmap NPS e-support 52

SuiteCX

DECEMBER 5, 2016

This year we have made continuous learning a key priority and important part of our product development roadmap, coaching tools, and support services. Then we will show you the top line features of SuiteCX and how SuiteCX can help your business: Develop a deeper understanding of your customer’s experience. Improve your margins.

Course 100

Course Roadmap Exercises System 100

CSM Magazine

JULY 11, 2023

Develop a Strong Understanding of Your Market and Customers Successful product managers have a deep understanding of their target market and customers. When working in product management , you must conduct thorough market research, analyze trends, and identify customer needs and pain points.

Management 40

Management Roadmap Trends Communication 40

One Millimeter Mindset

JULY 3, 2018

And as you plan for your next association meeting or organization event, consider bringing me in to conduct one of my One Millimeter Mindset breakout sessions on Professional Innovation, Storytelling, Workforce Collaboration, Us versus Them Mindset, or Customer Retention. How Collaboration Experiences impact Customer Experiences [link].

Innovation 44

Innovation Engagement Roadmap Customer Retention 44

Kustomer

JULY 24, 2020

Now more than ever, companies are searching for technology to deliver on customers’ growing demands. Circle these CX events on your calendar to gain insights about the latest CX innovations, how COVID-19 is changing customers’ expectations, and dive into the smartest strategies to deliver standout customer experiences.

Conference 52

Conference Customer Journeys Roadmap Innovation 52

Clarivate

JULY 16, 2019

Customer experience has been growing rapidly in the last few years because it is one of the most significant ways to differentiate your brand in this increasingly competitive market. Trillion is the annual cost of customer churn due to poor experiences. 67% of customers say they will pay more for a great experience.

Customer Experience 40

Customer Experience Customer Journeys Competitive Advantage Roadmap 40

ECXO

OCTOBER 5, 2023

Explore These Amazing Learning Opportunities for Your Organization.​ The best training in the world of Customer Experience is now available at ECXO. Fine-tune your wisdom in governance, engagement, maturity roadmap, and tying-in to corporate strategy. Fine-tune your wisdom in data quality, analysis, presentation, and use in business.

ROI 52

ROI Video Government Leadership 52