Second to None

AUGUST 30, 2018

Ryan is an expert search, social and content marketer, he leads Elevation Marketing’s digital strategy department, helping brands achieve their business goals, such as improving sales and market share, by developing integrated marketing strategies distinguished by research, storytelling, engagement and conversion.

Social Media 94

Social Media Loyalty Advertising Feedback 94

Daniel Group

OCTOBER 23, 2020

In this video, Kirk Kaiser, Director of Sales Effectiveness, NMC , discusses some lessons learned in his CX experience with Lynn Daniel, CEO, The Daniel Group. He’s director of sales effectiveness for NMC out in Omaha, Nebraska. So here at NMC we’ve had a great team focused on customer experience, as you said, since 2010.

Net Promoter Score 64

Net Promoter Score Sales Groups Voice of Customer 64

Customer Bliss

APRIL 24, 2018

If you’re leading CX work for a global corporation, you should definitely listen to this full episode to hear Amanda’s tactics for scaling culture change and work. Amanda partners with senior leaders across the company to increase a customer-centric culture at the company. About Amanda Sachs.

Customer Experience 129

Customer Experience Chief Customer Officer Management Call Center 129

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Second to None

AUGUST 7, 2018

There is a lot that can go wrong during the checkout process that might cause you to lose a potential sale. Be Clear about Inventory Levels – There is nothing worse for a customer than having to wait for a back-ordered item unexpectedly. Make sure your warehouse and sales systems are integrated.

Strategy 63

Strategy Abandon Rate Voice of Customer Tips 63

Lumoa

OCTOBER 31, 2018

Plan transformation, reflect what business case makes it necessary, and take your co-workers and customers with you, that’s what we are doing. A lean and agile culture will definitely support you in that matter. Three words: voice of customer. Companies do marketing, sales and CRM – the customer does the experience!

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

ReviewTrackers

MARCH 26, 2020

And for good reason: if you’re hoping to deliver customer experiences that delight in ways that make a positive impact on the bottom line, you must be able to effectively manage customer feedback. Defining customer feedback. Voice of Customer program. Customer Feedback Software: Key Characteristics.

System 81

System Feedback Social Media Net Promoter Score 81

CX Journey

APRIL 10, 2019

If you don't have it, how will you get the resources you'll need to improve what customers tell you is broken? Failing to outline the program plan " Fail to plan, plan to fail " definitely applies here. Be sure to listen on social media, in online reviews, via customer advisory boards, etc.

Survey 146

Survey Metrics Feedback Social Media 146

SurveySensum

MARCH 4, 2021

In the fifth episode ‘Chapter 5: Impact of CX on Business metrics’ of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience is joined by one of the most prominent CX thought leaders – Debbie Akwara. . Stay Tuned!

Metrics 52

Metrics ROI Measurement Voice of Customer 52

CX Centric

NOVEMBER 17, 2020

Her professional profile is versatile including multiple skills and experience in Sales, Marketing, Customer Success, Change Management, amongst other fields she is experienced in. Moore is also passionate about evangelising Customer Success hence making her a befitting speaker for such a discussion.

Customer Success 52

Customer Success Customer Experience B2B Customer Centricity 52

ECXO

MARCH 21, 2023

A customer-centric culture must ensure that every interaction between the customer and the organisation is tailored to the customer’s individual preferences, culture and needs –(on B2C 100% and on B2B too.) Just in B2B, the challenges are greater to achieve great experiences, but data analytics definitely helps.

B2B 98

B2B Customer Experience Roadmap Culture 98

Waypoint Group

JANUARY 31, 2019

and truly focus on retention – here’s what works best based on my 20+ years of doing this work… For B2B companies, revenue from existing customers can be as much as 80% of growth. Some Definitions: A focus on retention means doing the things that make renewals a non-event. Or, are you chasing renewals?

How To 40

How To B2B Voice of Customer Feedback 40

Beyond Philosophy

OCTOBER 21, 2021

Mead begins his position by defining Customer Experience. Through the lens of the contact center space, his definition focuses on the Customer Service part of Customer Experience. Customers, Mead says, want information, and the organization they contact to own their issue and help them get the information.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

SurveyGizmo

NOVEMBER 4, 2020

I got a chance to review the other finalists’ programs and submissions, and we definitely deserved to be a finalist. The Support Heroes at Alchemer have led the way in putting customers at the center of what we do. This leads to larger changes in the customer experience, while still having addressed their individual feedback.

Customer Centricity 52

Customer Centricity Trends Conference e-support 52

CX Journey

SEPTEMBER 19, 2018

Employees get their voices heard, and employers can be more agile when it comes to addressing emerging trends that could lead to dissatisfaction and attrition. Focus Groups This is definitely a traditional qualitative listening approach. the folks who interact with - and talk to - them the most.

Customer Journeys 86

Customer Journeys Social Media Employee Experience Feedback 86

CX Journey

APRIL 10, 2019

If you don't have it, how will you get the resources you'll need to improve what customers tell you is broken? Failing to outline the program plan " Fail to plan, plan to fail " definitely applies here. Be sure to listen on social media, in online reviews, via customer advisory boards, etc.

Survey 80

Survey Metrics Feedback Social Media 80

ProProfs Chat

SEPTEMBER 28, 2018

Chatbots do not create lasting impressions with your customers. Is C-3PO going to be able to upsell a customer on another product/service your company makes because of his positive interactions with them? Definitely not. Customers are growing savvier and can detect a chatbot almost in seconds. When done right (e.g.

Software 106

Software B2B Chatbots Self Service 106

GetFeedback

MAY 13, 2019

Building a cross-functional voice of customer program will give your customers a greater presence within your decision-making process and help create positive experiences, generate more referrals, and overall improve your customer satisfaction. Raw customer comments and sentiment. Reasons for lost sales.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

ReviewTrackers

JULY 9, 2018

And for good reason: if you’re hoping to deliver customer experiences that delight in ways that make a positive impact on the bottom line, you must be able to effectively manage customer feedback. Defining customer feedback. Voice of Customer program. Customer Feedback Software: Key Characteristics.

System 50

System Feedback Social Media Net Promoter Score 50

ClearAction

DECEMBER 14, 2017

Customer care — organization’s conscience in favor of customers’ welfare, and outreach to customers accordingly. Customer satisfaction — comparison of customer’s reality versus expectations. Service excellence — delivery of purchased services or remedial services, or post-sale assistance to customers.

Customer Care 66

Customer Care CRM Customer Experience CEM 66

Waypoint Group

MARCH 31, 2015

In B2B, companies need to help their customers achieve results, not just push products. For example, these ideas can definitely work when combined with a larger dialogue about goals. The CMO of the messaging app, Slack, mentioned the practice of hiring more Customer Support reps than Sales reps as a basic principle for CS.

B2B 40

B2B eBook Tips Groups 40

ClearAction

DECEMBER 14, 2017

Customer care — organization’s conscience in favor of customers’ welfare, and outreach to customers accordingly. Customer satisfaction — comparison of customer’s reality versus expectations. Service excellence — delivery of purchased services or remedial services, or post-sale assistance to customers.

Customer Care 59

Customer Care CRM Customer Experience CEM 59

Waypoint Group

MAY 17, 2018

We could create a question around “customer success” or more specific customer outcomes, but even that is one-step removed from a useful outcome for your company’s purposes. Also stay away from “satisfaction” and the like because it simply is not an outcome from action; it’s a sentiment (and one with a very low bar, btw).

NPS 40

NPS B2B Net Promoter Score Company 40

Kapta Customer Success

JANUARY 31, 2018

Tell me about your background and how you think about Customer Success. I’ve built every post-sales function and the consistent thread has always been: “How do you drive efficient customer adoption? Keeping recurring revenue means that you don’t need expensive sales reps to sell to the customer base.

Customer Success 45

Customer Success Software Communication Customers 45

SmartKarrot

JANUARY 27, 2022

With improved voice of customers (VOCs) and overall customer satisfaction scores, you can expect enhanced referrals, retention, and sales rate. The question now is, what is the best way to excel customer success with effective customer education? We will try to answer this question in this write-up.

Customer Success 19

Customer Success Customer Journeys e-support How To 19

ClearAction

MAY 18, 2017

Empower your employees to immediately pass along customers’ comments. Some of the juiciest insights are shared by customers informally with your employees. It’s kind of the reverse of a lost-sale-analysis. Spontaneous comments from customers can be streamed into relevant functional areas for proactive management.

ROI 54

ROI Feedback Survey Financial 54

Bill Quiseng

OCTOBER 14, 2019

This week’s post is from Stacy Sherman , a results-oriented Customer Experience (CX) and Digital Marketing professional with a proven track record increasing brand awareness, sales, and loyalty at B2C & B2B companies of all sizes and budgets. I will definitely use it again! Employees Must Deliver on Promises .

Wait Times 19

Wait Times B2C B2B Customer Centricity 19

SmartKarrot

MARCH 10, 2021

Product Owner Role Definition. Organising product demos Attending team meetings Coordinating with teams Analysing various requirements Testing how product work Capture customer feedback. Product Manager Role Definition. Product vision Sketch wireframes Budgeting Product marketing Product sales Solution-delivery.

Management 10

Management Customer Centricity Meeting Roadmap 10

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. Customer experience has been a popular business topic for the last couple of years and experts are still discussing of what customer experience truly is. Do you love CEM as much as we do?

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

ClearAction

JANUARY 20, 2020

Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? CX is cumulative, encompassing pre-sale and post-sale. 2) Update Your Customer Experience Management Definition.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

RapportBoost

DECEMBER 10, 2018

So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. Over 1,400 innovative enterprises around the world with thousands of seats including IBM, Acxiom and Zumiez rely on Talkdesk to power their customer interaction. Kaye: Yeah, I am definitely finding that as well.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

ClearAction

JANUARY 20, 2020

Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? CX is cumulative, encompassing pre-sale and post-sale. 2) Update Your Customer Experience Management Definition.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

Kustomer

SEPTEMBER 3, 2020

What is the right customer KPI in each of these different touch points doing your initial journey map as a hypothesis map. And then you build up your voice of customer engine. Stage two, voice of customer engine. Are we positioned to listen to our customers? It’s about customer loyalty.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

Kustomer

JUNE 4, 2020

I’m in Jersey, but we’re probably actually not too far away from each other, but we’re definitely not going into the office. So at Guru, we always, I mean — there’s a ton of feedback that comes from our customer experience team. Gabe Larsen: (00:31). Yeah, it’s different circumstances.

Feedback 52

Feedback Customers Meeting Customer Experience 52

ECXO

DECEMBER 20, 2023

Marketers, and enterprise software vendors from dta and analytics to voice of customer, have spent the past 20 to 30 years trying to work out how to get it right – with mostly disappointing results. Forrester found that 50% of marketers using intent data experienced more successful sales prospecting. We need an honesty jar here.

Customer Experience 52

Customer Experience Effort Score B2B ROI 52

SmartKarrot

JULY 30, 2020

How to collect actionable customer feedback Customer feedback tools Top customer feedback questions Mistakes to avoid during Customer Feedback. Why customer feedback is an important terminology in the dictionary of customer success, let’s find out. What is customer feedback? Let’s find out.

Feedback 10

Feedback Net Promoter Score Customers Customer Satisfaction 10

ChurnZero

APRIL 12, 2019

If you find yourself wondering these exact same questions, then you should check out our on-demand webinar with Julia Ahlfeldt, where she breaks down what it takes for an organization to truly put the customer at the center of their business. During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14