Lumoa

FEBRUARY 14, 2024

Reviewing your existing CX strategy is a good place to start. The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Experience Investigators by 360Connext

NOVEMBER 7, 2023

But now comes the big question: What does it take for customer experience teams to build loyalty and retention? How To Build Customer Loyalty Brand leaders often associate “customer loyalty” with a customer’s likelihood of making repeat purchases. Customers expect (and deserve!)

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

InMoment XI

FEBRUARY 1, 2023

Oftentimes, CX practitioners will discuss the best reporting position for a core CX team to give an organization the best chance for Customer Experience (CX) success. Is There An Optimal Organizational Position for Your CX Team? Is there one best place for CX to live, or can it be successful in multiple areas?

Customer Experience 260

Customer Experience Chief Customer Officer Report Culture 260

Steve DiGioia

APRIL 17, 2023

That was his take on the matter. He refused to address the many nagging problems that my team had to deal with every day. But he sure was willing to point out the problems when we couldn’t overcome them. The once productive team now lost a step. Never having led a team. When plans go awry, I find out why.

Course 147

Course How To Sales Communication 147

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. Check out our article “Customer Experience, whose business is it?”

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

Totango

APRIL 9, 2024

Our CS and sales experts say, “Neither.” Chris Dishman , SVP of Customer Success for Totango & Catalyst, hosted a roundtable discussion with industry leaders, including Rashmi Chari , Head of Global Customer Success for ThousandEyes, Kevin McIntyre , Chief Revenue Officer for Dealfront, and Madelyn DePrey , VP of Customer Success for Aircall.

Sales 106

Sales Customer Success Strategy Industry 106

Customer Bliss

MARCH 12, 2020

Recognize that, at the end of the day, we are all here to grow our business—and that’s what your C-Suite cares about. Leaders should do the following three things when you take on the responsibilities of a chief customer officer or head of customer experience. That’s how good you were at acquisition.

Measurement 289

Measurement Chief Customer Officer Metrics Video 289

Storyminers

FEBRUARY 24, 2021

Possibly the first REAL focus on it was down to a series of case studies and articles that the Ivy League Universities showcased, demonstrating how ‘storytelling’ was something leaders ought to do in order to simplify, capture the ‘hearts’ of their teams, and also, above all, bind them towards the future the leader wants to paint.

Tools 173

Tools Management Leadership Case Study 173

Experience Investigators by 360Connext

AUGUST 9, 2022

Covey, in his classic book, The 7 Habits of Highly Effective People , broke down what high achievers do consistently to maintain their effectiveness. The number one item on this list of seven, may be my favorite: Be Proactive — Focus and act on what you can control and influence instead of what you can’t. And if not?

Customer Journeys 143

Customer Journeys Effort Score Net Promoter Score Metrics 143

ECXO

JUNE 20, 2023

They are also actively seeking out companies that share their sense of purpose and values. Businesses that are doing good for the planet, people and society. They are judging companies on environmental, social, and governance (ESG) claims, and more importantly the action they take.

B2B 122

B2B Brands Innovation Government 122

ECXO

MARCH 10, 2024

Like a river that flows continuously, life brings along varied experiences that sculpt us into the individuals we become. Like a river that flows continuously, life brings along varied experiences that sculpt us into the individuals we become. Leaders are expected to guide, inspire, and make key decisions. Sounds odd?

Leadership 52

Leadership Innovation Culture Strategy 52

Integrity Solutions

APRIL 8, 2024

These interventions typically emphasize sales tactics, activities and other techniques for hunkering down and finding new strategies of outreach to help the rep regain momentum. We not only see it every day in practice, our research also bears it out. Lately, though, it’s as if those pressures have been magnified times ten.

Sales 73

Sales Training Financial Travel 73

ECXO

AUGUST 9, 2023

But, here’s the question: if your competitors could do the same job, and have similar knowledge, expertise, capabilities and pricing, how do you stand out? The differentiators many teams rely on aren’t differentiators at all. But, client focus is an absolute priority for teams stuck in traditional sell, deploy, go mode.

Consulting 98

Consulting Competitive Advantage Culture Touchpoint 98

Retently

MARCH 29, 2023

To show you the bigger picture, this is more than 70 percent of annual sales for the leader in this market segment – Mercedes Benz C-Class. Tesla is a definite leader in NPS® benchmarks, taking into account that anything above 40 is still considered a very good score in the auto industry.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

ShepHyken

NOVEMBER 9, 2023

She writes about the five ways to become an effective and efficient customer service manager. Perhaps you’re thinking of trying to move up the ranks of your organization to become a customer service manager, or perhaps you already are one but want to hone your skills. Either way, this article is for you.

Customer Service 56

Customer Service Management Exercises Leadership 56

ShepHyken

DECEMBER 6, 2022

In that interaction, they become the Chief Moment Officer. When we hire good people and train them to do what they are supposed to, they become empowered to make good decisions for the customers, fellow employees, and the company. It needs to be intuitive to eventually become “just the way we do business.”

Customer Centricity 121

Customer Centricity Culture Exercises Leadership 121

Integrity Solutions

DECEMBER 20, 2023

We’re waiting for the other person to finish talking so we can tell them what we know. Let’s explore why that distinction is so fundamental in sales, and what you can learn about active listening in sales from the best sales coaches. Genuine passion for what you’re selling is essential.

Sales 86

Sales Consulting e-support Leadership 86

ChurnZero

APRIL 8, 2022

All it takes is one idea to spark creativity and change. you’ll find ideas for years. What’s BIG RYG? Every ChurnZero team member I interacted with was absolutely amazing. The team did a phenomenal job, and I’m eager to attend again next year.”. You’re going to want to take notes. Y’all are the best!”.

Customer Success 98

Customer Success Conference Leadership Omni-Channel 98

Beyond Philosophy

MARCH 28, 2024

They don’t say that in so many words, but effectively, that’s what they were asking me to do. What they’re after is a silver bullet. So, when you find yourself in this position where people want a silver bullet solution for a problem before them, it helps to understand why people want that.

CRM 78

CRM eBook Hotels Exercises 78

Integrity Solutions

APRIL 8, 2024

These interventions typically emphasize sales tactics, activities and other techniques for hunkering down and finding new strategies of outreach to help the rep regain momentum. We not only see it every day in practice, our research also bears it out. Lately, though, it’s as if those pressures have been magnified times ten.

Sales 64

Sales Training Financial Travel 64

Integrity Solutions

SEPTEMBER 2, 2022

More than two years later, even with the threat of a recession looming in the background, companies continue to struggle with finding talent to fill open positions. More than two years later, even with the threat of a recession looming in the background, companies continue to struggle with finding talent to fill open positions.

Management 119

Management Employee Engagement Culture Leadership 119

ChurnZero

MARCH 24, 2023

To explore some of the most controversial topics in CS today and hear what those on either side of the debate have to say, we asked four industry experts to weigh in. Using only NPS to measure a CS team is far too narrow, it’s easy to game (depending on who you survey and how you cut the data), and it lacks context. Here’s why.

Customer Success 98

Customer Success NPS Metrics Net Promoter Score 98

ChurnZero

MARCH 24, 2023

To explore some of the most controversial topics in CS today and hear what those on either side of the debate have to say, we asked four industry experts to weigh in. Using only NPS to measure a CS team is far too narrow, it’s easy to game (depending on who you survey and how you cut the data), and it lacks context. Here’s why.

Customer Success 97

Customer Success NPS Metrics Net Promoter Score 97

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Culture 139

Culture Customer Service How To Policies 139

Beyond Philosophy

DECEMBER 10, 2021

Sitting there amongst 1,000 people, I had an epiphany about what I wanted to do with the rest of my career. Fortune reported over two-thirds of the Fortune 1000 used NPS, but in Reichheld’s experience, most organizations were not taking advantage of its core purpose. Also, treating customers well is good for employees.

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

Integrity Solutions

DECEMBER 11, 2023

What is cold calling and what does it look like in the current sales world? It’s true that cold calling can be hard, grinding-it-out work, and the rewards aren’t instant. What is Prospecting, Anyway? OK, So What is Cold Calling Then? Your mindset may actually be the key to success.

Sales 98

Sales How To Connections Industry 98

ShepHyken

MAY 27, 2022

She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience. This “something more” can extend to many different interpretations, but it is safe to bring out one common element- “Value.” Dealing with customers is not easy.

How To 126

How To Call Center Employee Engagement Resources 126

Team Support

JUNE 20, 2023

What happens when employees are burnt out? What happens when employees are burnt out? By implementing effective strategies, businesses and customer support teams can rise above the limitations imposed by the current economic climate and deliver exceptional experiences.

Self Service 97

Self Service Chatbots Analytics Knowledge Base 97

CSM Magazine

APRIL 25, 2022

Managing a customer service team takes dedication, hard work, and the right skill set. If you want to further develop your customer service management style, there are training solutions out there that can improve your talents and create a better working environment. Mental Health Training. Mental Health Training.

Training 97

Training Customer Service Management Customer Service Training 97

ChurnZero

NOVEMBER 4, 2022

With sweeping layoffs, forecast misses, and budget cuts in the news, there’s one question running through the mind of every Customer Success leader right now: What can I do to prepare my department for the impacts of the economic downturn? CSMs have the closest relationship with the customer out of any role in the company.

Customer Success 98

Customer Success Customer Centricity Customers Sales 98

ChurnZero

AUGUST 26, 2022

This sense of dread and defeat can leave you feeling like the idea of a lasting work-life balance is too good to be true. Q: What’s a healthy split between email catch-up vs. meetings vs. action items? Q: What’s a healthy split between email catch-up vs. meetings vs. action items? There are a lot of things going on.

How To 98

How To Roadmap Communication Tools 98

Beyond Philosophy

DECEMBER 11, 2021

In his industry of branding and packaging fast-moving consumer goods, his clients often tell him to do whatever the competition is doing. Not surprisingly, it takes standing out from everybody else to fit in with customers. Sometimes, this natural inclination is a good thing. Key Ideas to Improve your Customer Experience.

How To 109

How To Consulting Strategy Financial 109

Gainsight

SEPTEMBER 8, 2021

Organizations create Customer Success teams to increase Net Revenue Retention, and we’ve recently published research showing that NRR drives valuation. But, then, organizations find that the baseline impact of simply having a CS team eventually plateaus–your NRR stagnates. And then, that 5% is just the beginning.).

Marketing 105

Marketing ROI Leadership Analysis 105

BirdEye

OCTOBER 11, 2023

Good customer experience or delight has significantly evolved to finding value across every touchpoint. Watch this exciting conversation here to learn more about customer delight: Grow Sales by delighting customers – Session Transcript: Justin Meredith (Birdeye): Good morning, Good afternoon, and Good evening everyone.

Sales 110

Sales Social Media Customers Multi-Channel 110

SurveySparrow

APRIL 24, 2023

Ability to communicate: Being a good communicator is one of the core competencies an entrepreneur needs to be successful. After all, being a good networker means being genuinely interested in other people’s stories, and asking about their experiences. Find out what inspired them toward their current path.

Leadership 52

Leadership Feedback Survey Groups 52

CSM Magazine

DECEMBER 19, 2023

It takes time and effort to grow your business. Their creative team of professionals can help you with successful business expansion. Research and market analytics When growing your small business, check out the market. It helps you know your current customers and find new ones. Also, look into your competitors.

Strategy 52

Strategy Social Media Advertising Analytics 52

ChurnZero

DECEMBER 21, 2022

However—if you want to make good on that unspoken promise to block off your schedule and learn something new that will help your CS career, this is the roundup for you. Taking the time to reinvest in yourself is incredibly important, and it’s up to you to make it happen. What metrics do investors care about most?

Customer Success 98

Customer Success Metrics Consulting Training 98