GetFeedback

JULY 19, 2019

We used to get so excited to talk about the Voice of the Customer (VoC). It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. How to set up your Voice of the Customer (VoC) program for success. Gather your champions. Gather your champions.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

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? This means ensuring that your PS and consulting should be strictly aligned with your experience management approach – as part of your company culture.

Consulting 94

Consulting Competitive Advantage Culture Touchpoint 94

SurveySensum

JANUARY 12, 2024

Companies that effectively execute customer experience projects start by concentrating on how they gather and evaluate consumer feedback — Gartner. The emphasis is now on creating personalized experiences that resonate on a personal level, recognizing each customer’s individuality.

Feedback 52

Feedback Engagement Strategy Customer Journeys 52

Gainsight

APRIL 12, 2022

Company-wide change is very complex. Whether you have an existing and evolving Customer Success (CS) team or are building an organization for the first time, it’s likely that you have experienced the realities of change management: It is hard, uncomfortable, and full of resistance. Avoid Resistance by Providing Clarity.

Customer Journeys 52

Customer Journeys Customer Centricity Consulting Roadmap 52

CX Journey

JANUARY 31, 2018

And don't let it change your attitude about what lies ahead. Your transformation efforts are much more likely to be successful when you incorporate some of the most basic tenets of change management. Here are the fundamental steps - or pillars - to successful customer experience change management. It's inevitable.

CEM 164

CEM Management Government Culture 164

CustomerSuccessBox

FEBRUARY 23, 2022

You’ve made the decision to start a Customer Success department at your B2B SaaS company. Isn’t it because you want your customers to get more out of your product? In other words, with a Customer Success strategy. As you gain some experience, optimize your customer success plan.

Customer Success 52

Customer Success Customer Journeys Roadmap Strategy 52

ChurnZero

FEBRUARY 1, 2022

Acquiring and keeping new customers is obviously at the core of running any successful business, and one thing about it is certain: for customers to keep using your product, they have to like it. When you pursue product-led growth from a Customer Success angle, you’re even more likely to build up that customer loyalty.

Customer Success 52

Customer Success Net Promoter Score Metrics Loyalty 52

ChurnZero

FEBRUARY 1, 2022

Acquiring and keeping new customers is obviously at the core of running any successful business, and one thing about it is certain: for customers to keep using your product, they have to like it. When you pursue product-led growth from a Customer Success angle, you’re even more likely to build up that customer loyalty.

Customer Success 52

Customer Success Net Promoter Score Metrics Strategy 52

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. Smoother digitalization involves the IT function plus business process owners across your company. 2) Start picturing customer experience holistically.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

ChurnZero

JANUARY 26, 2022

Improving Customer Retention and Account Management with the ChurnZero and HubSpot Integration. From a Customer Success and Marketing perspective, optimizing the customer experience might look like exploring support tickets, talking to customers, and running reports on recently churned customers to find out why.

Customer Retention 97

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 97

Gainsight

OCTOBER 27, 2022

Learn how customer, community, and product-led strategies can build long-term, efficient growth. Take some time off from back-to-back Zoom meetings and join us live on the rooftop of Tobacco Dock to make meaningful connections with peers in Customer Success (CS), Product, and Community. It’s our favorite time of the year—again!

Strategy 52

Strategy Customer Success Software Roadmap 52

SuiteCX

FEBRUARY 7, 2017

We all know that customer landscape is changing quickly. Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). Customers aren’t your only problem. Reduce your costs on things that customers don’t value.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

SuiteCX

FEBRUARY 7, 2017

We all know that customer landscape is changing quickly. Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). Customers aren’t your only problem. Reduce your costs on things that customers don’t value.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

AWS Machine Learning

JANUARY 26, 2024

Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications. Generative artificial intelligence (AI) applications built around large language models (LLMs) have demonstrated the potential to create and accelerate economic value for businesses.

Government 128

Government Training Data Policies 128

Storyminers

JULY 29, 2016

There always seems to be a new product, service, or experience within reach of a brand’s current customer. And as we all know, replacing an existing customer costs 7 times more than retaining them. So how do you ensure your brand is retaining its precious customer base? VP of Customer Experience, Compellon.

B2C 124

B2C Customer Retention Strategy Brands 124

BirdEye

NOVEMBER 19, 2020

Providing great customer experiences is critical in today’s world. Typically, it’s the result of months or even years of experimentation, testing, and listening closely to the voice of the customer. Turning away from the voice of the customer has real consequences. Customer expectations are changing rapidly.

Net Promoter Score 98

Net Promoter Score Marketing Social Media NPS 98

Kustomer

JUNE 18, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by Bob Thompson from CustomerThink to discuss his recent research on customer experience. Bob is the CEO and founder of CustomerThink and has published a book titled, Hooked on Customers. Listen to the full episode below.

Customer Journeys 72

Customer Journeys How To Customer Centricity Exercises 72

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons. Just ask any business owner.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons. Just ask any business owner.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Kustomer

JUNE 18, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by Bob Thompson from CustomerThink to discuss his recent research on customer experience. Bob is the CEO and founder of CustomerThink and has published a book titled, Hooked on Customers. Listen to the full episode below.

Customer Journeys 52

Customer Journeys How To Customer Centricity Exercises 52

ProProfs Chat

JULY 6, 2018

Did you know whenever we receive good customer service from a company, we tell two to three people. Quality of customer service is the golden key to enhance a brand image. Not only this, we can put in more efforts on improving our customer service. Really get to know your customers and buyers.

Customer Service 100

Customer Service Tips Culture Customers 100

Kustomer

JULY 23, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Sergio Frias joins Gabe Larsen to discuss the Be NICE platform ; a process that companies can use to improve their customer experience. It is also an acronym for Nurturing Insights about Customer’s Expectations. Next is benchmarking.

Customer Experience 52

Customer Experience How To Customers Industry 52

Qualtrics

MAY 21, 2019

Companies today can’t get by with just offering basic benefits like PTO and health insurance, they must go above and beyond and provide employees with an exemplary experience in the workplace. The employee experience is the sum of all the interactions your employees have with your company.

Employee Experience 34

Employee Experience Company Customer Journeys Employee Engagement 34

Gainsight

MAY 13, 2020

Today, thousands of you welcomed us into your home and we are so excited to learn and grow with our Pulse community. . The 6 key messages that you will hear weaved throughout Pulse Everywhere are the main questions we know to be top of mind for Customer Success and Product Leaders everywhere. Using your product to drive adoption.

Roadmap 59

Roadmap ROI NPS Customer Success 59

Responsetek

MAY 8, 2018

Customer Experience Management (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. FIVE CRITICAL PILLARS FOR DESIGNING AN EFFECTIVE CEM PROGRAM. Company Consensus: Getting managers on Board.

CEM 40

CEM Strategy Insurance Abandon Rate 40

GetFeedback

DECEMBER 10, 2018

It’s no secret it costs five times more to attract a new customer than to keep an existing one. This is because returning customers buy more over time so operating costs shrink; whereas finding new customers is laborious and expensive. That said, why are only 18% of companies focusing on retention ? Seems crazy, right?

NPS 210

NPS Net Promoter Score Survey Analytics 210

SmartKarrot

APRIL 8, 2021

It is hard to acquire new customers and that is a known fact. To ensure that customers are retained, they need to like the product and be loyal to it. This means a shift to a product-led strategy leads to customer success. Customer success strategies are necessary for company growth. Like what you are reading?

Customer Success 10

Customer Success Metrics Customer Centricity Customers 10

Kustomer

DECEMBER 9, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jeanne Bliss to discover what it means to be a customer-centric company and to discuss how companies succeed when their employees are trusted and given room to grow. Placing Trust in Your Employees.

Airlines 98

Airlines Policies Hospitality Effort Score 98

GetFeedback

JANUARY 27, 2020

In today’s competitive marketplace, it’s more important than ever that companies deliver amazing customer service. Focusing on customer experience just might be the single most critical investment a company can make. A great service experience exceeds expectations, delighting the customer with a memorable outcome.

How To 221

How To Customer Journeys Feedback Survey 221

BirdEye

DECEMBER 5, 2023

A solid local online reputation management strategy can help you show up in local search queries, build trust with potential customers, and improve conversion rates significantly. This blog post covers everything you need for local reputation management and brings you seven best strategies to grow your local business.

Management 110

Management Social Media Multi-Channel Feedback 110

SmartKarrot

SEPTEMBER 19, 2023

For instance, there can be misinformation when two teams don’t agree on how to express your firm’s values, while deliverables created on a short notice can’t convert if you have not put in place central guiding principles. A marketing playbook can help your marketing team to maintain consistent branding.

Marketing 10

Marketing Guidelines Social Media Brands 10

Kustomer

MAY 7, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Jeanne Bliss, CEO and founder of Customer Bliss , joins Gabe Larsen to discuss her book and her four pillars of quality customer service. Jeanne Bliss wrote Would You Do That to Your Mother? Listen to the full podcast episode below.

How To 64

How To Policies Airlines Hospitality 64

SmartKarrot

JUNE 3, 2021

As a SaaS business company, you need to do more than just serving the customers. A partner program helps deliver value and business opportunities to the company. Leverage the social ladder of some well known brands Upscale your marketing efforts Improve sales narrative. SaaS marketing is important to achieve success.

B2B 10

B2B Company Sales Resources 10

SmartKarrot

FEBRUARY 21, 2022

You can also know where to put the money into and which options to ignore. You can also know where to put the money into and which options to ignore. For example- If your company has no budget to implement a certain decision, you can know through DI whether pursuing it will yield the expected ROI or not.

Self Service 10

Self Service Analytics Social Media Analysis 10

SmartKarrot

JUNE 10, 2020

Goes without saying, overcoming a new job’s learning curve could put a lot of pressure on you. Let alone, leave the desire to imprint an indelible impression on your employers. Hail the Lord, there is a way how you can seamlessly adapt to your new milieu. Here, your priority begins to absorb as much information as you can.

Customer Success 10

Customer Success Management Report Strategy 10

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. It is always great to reach a new pinnacle in your professional career. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years.

Chief Customer Officer 10

Chief Customer Officer Self Service Roadmap Customer Success 10

ECXO

APRIL 29, 2024

So, grab a cup of your favorite beverage and get comfortable as we embark on this exploration! Let’s see… In the beginning, there was the customer. And the customer was king. Businesses, large and small, have always recognized the importance of treating their customers right. Sounds too good to be true, doesn’t it?

Chatbots 73

Chatbots Technology Innovation Interaction 73