The Customer Success Dictionary of Reference: Part I

ClientSuccess

Usage refers to how often customers are logging into their new platform and how they’re utilizing the Isolution to their advantage. Engagement refers to a customer’s willingness and openness to interact and engage with a brand after the onboarding process.

The Customer Success Dictionary of Reference: Part II

ClientSuccess

After the positive response to our “Customer Success Dictionary of Reference: Part I” post , we wanted to provide further opportunities for education and growth. Subscription revenue refers to the overall amount of incoming revenue from customer subscriptions over a set period of time.

Up yours, Customer Success Managers. Hey, I’m referring to Upselling!

Amity

Hey, I’m referring to Upselling! Hey, I’m referring to Upselling! Up yours, #CustomerSuccess Managers. SaaS Click To Tweet. Ever try to explain to someone what upsell means? Next time just ask them if they “want fries with that”. That oughta do it.

Digital Disruption is Gonna Get You Unless You Prepare Your Brand Now

Natalie Petouhof

Customer References. Tweet Disruption surrounds the marketplace. As companies face disruption in their industry, the race to stay ahead of or beat the competition is quickening.

Service Untitled» Blog Archive » Exceptional Customer Service.

Service Untitled

Typically, it’s in reference to how the attitudes of company leaders determine the attitudes of that company’s staff members. Service Untitled The blog about customer service and the customer service experience.

Service Untitled» Blog Archive » Call Abandonment Basics

Service Untitled

Home About Service Untitled Subscribe for Free Consulting Contact Archives Call Abandonment Basics Douglas October 21, 2009 Behind the Scenes , Customer Service Experience 4 Comments Phone systems (also called IVRs or PBXes) usually measure something referred to as a call abandonment rate.

Service Untitled» Blog Archive » Customer Escalations and You

Service Untitled

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Escalations and You Douglas November 06, 2009 Behind the Scenes , Customer Service 1 Comment Many customer service managers (especially in small to mid-size businesses) spend quite a bit of time handling something I always refer to as “escalations&#. Service Untitled The blog about customer service and the customer service experience.

The Many Benefits of the Virtual Customer Assistant

Jacada

Implementing a Virtual Customer Assistant or sometimes referred to as a Chatbot within your contact center will prove to be beneficial to both your organization and the customers you are trying to serve.

Why You Should Be Designing Experiences, Not Products

MaritzCX

“The Product” I shudder when corporate denizens refer to the goods and services of their organization as “the product.” Product. Designers think they are building it, marketers think they are promoting it, and sales people think they are selling it. They are all dead wrong.

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How We make Decisions – Prospect Theory

Beyond Philosophy

Three big ideas are involved in Prospect Theory: Reference Points. Reference Points. The concept surrounding Reference Points is one of the simplest ideas in the world. your Reference Point. Our assessments depend on our Reference Points.

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Building a referral program in Salesforce

AskNicely

One of the best ways to engage with your happiest customers is to invite them to refer a friend or colleague (especially if they’ve just filled in a Net Promoter Score survey saying they’d happily do exactly that!).

Tech Vendors: Good CX Correlates to Referenceable B2B Clients

Experience Matters

In our Q3 2017 tech vendor study, we asked 800 IT decision makers in large North American companies if they would be willing to be references for the vendors that they use. As you can see in the chart below, Apple leads the pack with 48% of its clients saying that they’d act as a reference. At the other end of the spectrum, only 11% of Alcatel-Lucent clients would be willing to be a reference.

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The 4 Ingredients of a Great Customer Experience in the Cloud

MaritzCX

Most immediately presume a reference to the interaction a customer has when they engage a vendor or brand. Of what do you think when you hear the phrase ‘customer experience’?

Customer Loyalty Depends on the Word “WHY”

Kristina Evey

Many people assume that customer loyalty and customer satisfaction is based on asking one very important question – What is the likelihood of you referring others to do business with us? But only asking IF customers will refer to you misses, in my opinion, the truly critical component.

How do Customers decide if their experience is good or bad?

Beyond Philosophy

Colin Shaw and Professor Ryan Hamilton discuss why Customers need ‘Reference Points’ This is part one of a fundamental behavioral economics theory called Prospect Theory ?

A Shot in the Arm for the No Good Healthcare Experience

360Connext

It was supposed to be a routine, but necessary, appointment… At my son’s physical, we noticed a weird thing and were referred to a dermatologist. (I’m

Do This Instead of Worrying About a Good NPS Score

Steve DiGioia

According to NPS’s own website, respondents to NPS-based surveys are grouped as follows: Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth. does your Net Promoter Score tell you enough to make a difference?

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CX Evolution: Getting Started

MaritzCX

Some in reference to 6 sigma and a lot around CX – all. Getting Started with Customer Experience First of all, thank you. Between LinkedIn, Twitter, the CX Café and Customer Think, my latest blog post “Will Customer Experience Survive?”

CX Evolution: Getting Started

MaritzCX

Some in reference to 6 sigma and a lot around CX – all. Getting Started with Customer Experience First of all, thank you. Between LinkedIn, Twitter, the CX Café and Customer Think, my latest blog post “Will Customer Experience Survive?”

What’s In a Name?

Think Customers

Historically they have been referred to as “agents” or “representatives.” There is a discussion brewing among contact center leaders about what to call the front-line employees who handle calls and other customer interactions.

Why You Should Be Designing Experiences, Not Products

MaritzCX

“The Product” I shudder when corporate denizens refer to the goods and services of their organization as “the product.” Product. Designers think they are building it, marketers think they are promoting it, and sales people think they are selling it. They are all dead wrong.

Sales 260

Why You Should Be Designing Experiences, Not Products

MaritzCX

“The Product” I shudder when corporate denizens refer to the goods and services of their organization as “the product.” Product. Designers think they are building it, marketers think they are promoting it, and sales people think they are selling it. They are all dead wrong.

Sales 260

The Big Assumption That Economists Got Wrong – And You?

Beyond Philosophy

Prospect Theory has three main ideas under its ground-breaking thought umbrella: Reference Points, Diminishing Sensitivity, and Loss Aversion. my esteemed colleague Professor Ryan Hamilton and I discuss the first part of prospect theory, Reference Points. The Extraordinary Influence of a Customer’s Reference Point. Instead, they held many factors influenced how you make decision, not the least of which was where you started, or your reference point.

Video 91

Getting Started with Customer Experience

MaritzCX

Some in reference to 6 sigma and a lot around CX – all about achieving tangible results that. First of all, thank you. Between LinkedIn, Twitter, the CX Café and Customer Think, my latest blog post “Will Customer Experience Survive?” ” has been seen by almost a thousand people. There’s been a lot of engagement too. View Article

The 4 Ingredients of a Great Customer Experience in the Cloud

MaritzCX

Most immediately presume a reference to the interaction a customer has when they engage a vendor or brand. Of what do you think when you hear the phrase ‘customer experience’?

The 4 Ingredients of a Great Customer Experience in the Cloud

MaritzCX

Most immediately presume a reference to the interaction a customer has when they engage a vendor or brand. Of what do you think when you hear the phrase ‘customer experience’?

How Do You Keep Up With Customer Expectations?

Beyond Philosophy

These expectations are also an example of a Reference Point. A Reference Point is your standard for evaluation. In other words, reference points help us compare things. Customers are not always aware of the origin of every reference point they have.

Showing Your Customers Some Love Pays Big Dividends

Who's Your Gladys?

What keeps customers coming back, and referring all their friends and relatives, is how they FEEL about your company. What does love got to do with customer service? Everything!

Building referral programs in Hubspot

AskNicely

We offer an incentive if someone refers a friend who then signs up for a free trial. Once they submit that form, it’ll check that person is not already a customer or prospect and create a new lead in HubSpot that is linked to the person who referred them. Happy referring!

Marketing Research and Single Women Buying SUVs

MaritzCX

Last semester I took my first marketing research class (for the purpose of this article, I’m going to use the term marketing research to refer to data from a specific company, as contrasted with market research, which pertains to data from. I’m a college student, interning at MaritzCX and part of the CX Café team.

Joining a Gym is Not the Same Thing as Being Healthy – CXEvolution

MaritzCX

According to some references, over 60% of people start the year off by setting a New Year’s resolution, and the most common goal is related to improving health. How common is it for people to start the New Year out with a good intention of doing something better for themselves, their family, or their business? View Article. Retail

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Joining a Gym is Not the Same Thing as Being Healthy – CXEvolution

MaritzCX

According to some references, over 60% of people start the year off by setting a New Year’s resolution, and the most common goal is related to improving health. How common is it for people to start the New Year out with a good intention of doing something better for themselves, their family, or their business? View Article

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Joining a Gym is Not the Same Thing as Being Healthy – CXEvolution

MaritzCX

According to some references, over 60% of people start the year off by setting a New Year’s resolution, and the most common goal is related to improving health. How common is it for people to start the New Year out with a good intention of doing something better for themselves, their family, or their business? View Article

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CX Evolution: Getting Started

MaritzCX

Some in reference to 6 sigma and a lot around CX – all. Getting Started with Customer Experience First of all, thank you. Between LinkedIn, Twitter, the CX Café and Customer Think, my latest blog post “Will Customer Experience Survive?” ” has been seen by almost a thousand people. There’s been a lot of engagement too. View Article

CX Evolution: Getting Started

MaritzCX

Some in reference to 6 sigma and a lot around CX – all. Getting Started with Customer Experience First of all, thank you. Between LinkedIn, Twitter, the CX Café and Customer Think, my latest blog post “Will Customer Experience Survive?” ” has been seen by almost a thousand people. There’s been a lot of engagement too. View Article

40 Customer Retention Statistics You Need to Know

GetFeedback

Loyal customers are 5x as likely to repurchase, 5x as likely to forgive, 4x as likely to refer, and 7x as likely to try a new offering. It asks customers how likely they are to refer your business to others.

Why Do Customers Expectations Constantly Change?

Beyond Philosophy

This refers to customer sensitivity to further changes based on where they have started. Diminishing Sensitivity is part of Prospect Theory. What are the implications for business, customer experience and designing and delivering experience?

4 Easy Ways To Get Started Using Behavioral Economics

Beyond Philosophy

1: Reference points. Reference points is the idea that people evaluate almost anything by comparing it to something else. There is an abundance of theory in behavioral economics which can seem overwhelming. How can Marketing and Customer experience teams start using it today.

Midsize Digital Agencies = Experience Success

Forrester's Customer Insights

In 36 customer reference calls for 12 experience agencies, we heard over and over again that these smaller specialists — 500 to 2,700 dedicated digital experience staff — [… Our “midsize digital experience agency” Wave came out today.

We Are All Used People

MaritzCX

I enjoyed hearing Ralph Maurer say that just because you can make a dog jump doesn’t mean people want a jumping dog, in reference to aligning products to the market. The CASRO Management Conference created many thoughtful discussions and a few laughs.