Second to None

MARCH 7, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Forbes on March 7, 2018: “Is your sales team failing to hit your company’s monthly and annual sales goals despite carefully planned forecasts and team-building exercises? Segment and score customers. Pause for a moment.

Customer Engagement 54

Customer Engagement Engagement Effort Score Groups 54

Second to None

APRIL 8, 2019

Chat bots and representatives should output an initial greeting to notify the customer of the option to speak with a representative, then remain dormant until prompted otherwise. Like a sales associate breathing down one’s neck as they shop, unwanted customer service can act as a turnoff for customers. 1] [link]. [2]

Chatbots 82

Chatbots Self Service Customer Service Representative Fashion 82

Storyminers

JULY 29, 2016

The most effective customer retention strategy is to focus, well, on retention. Too many companies focus on acquisition, investing way more in marketing and sales than on improving the customer experience. Our most effective customer retention strategy is to be relentless about support. Don’t be “sales-y”.

B2C 124

B2C Customer Retention Strategy Brands 124

SmartKarrot

MAY 6, 2021

Know customer problems and KPIs and guide the customer to the best platform use. Identify opportunities to grow business with the customers and engage the sales team with the process. Manage the kick-off meetings & QBRs for their customers. Build a project charter and manage the overall project.

Customer Success 10

Customer Success Return on Investment Fashion Healthcare 10

ERDM

JANUARY 22, 2019

Through voice of customer (VoC) research, a six-step circle of value was identified (Figure 1): Figure 1: The six-step circle of value. Trust is the foundation; it opens the customer to reciprocity as a fair exchange of value. We provided all of our sales associates with iPhones. Be as loyal to me as I am to you’.

Customer Experience 53

Customer Experience Video Sales ROI 53

ERDM

JANUARY 22, 2019

Through voice of customer (VoC) research, a six-step circle of value was identified (Figure 1): Figure 1: The six-step circle of value. Trust is the foundation; it opens the customer to reciprocity as a fair exchange of value. We provided all of our sales associates with iPhones. Be as loyal to me as I am to you’.

Customer Experience 49

Customer Experience Video Sales ROI 49

Wootric CX Blog

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.” Angus Yang.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

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? Customer education is necessary for customer success.

Customer Success 19

Customer Success Customer Journeys e-support How To 19

Kustomer

JUNE 4, 2020

So at Guru, we always, I mean — there’s a ton of feedback that comes from our customer experience team. So customer success managers are hearing information on phone calls or when they’re onsite or customer meetings. But, there’s also a ton of insights that we get from other folks on the team.

Feedback 52

Feedback Customers Meeting Customer Experience 52

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Thompson is also co-author of The Blueprint to CRM Success and author of the groundbreaking report “Customer Experience Management: A Winning Business Strategy for a Flat World.”. Hilary is a New York City-based freelance journalist.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Thompson is also co-author of The Blueprint to CRM Success and author of the groundbreaking report “Customer Experience Management: A Winning Business Strategy for a Flat World.”. Hilary is a New York City-based freelance journalist.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101