article thumbnail

Amazing customer experience begins with engaged leaders

Thematic

When they see those fundamental service principles in their leaders, they will emulate it amongst one another and customers. Leadership must be committed to improving and should regularly attend training, seminars and conferences. Frontline supervisors, leads and managers are a great source for ideas- one of the best IMO.

article thumbnail

The Top 7 Churn Management Strategies for B2B Enterprises

Totango

You should look at customer metrics that link directly to the successful use of your product, such as product usage rates, feature adoption, license utilization, number of escalations, and Voice of Customer feedback and ensuring you have the necessary systems and solutions to do so at scale. Use a Customer Success Platform.

Strategy 106
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Digital Feedback: Why you’re probably doing it wrong

OpinionLab

The good news is there are new ways to interact with the digital customer that are highly effective, non-intrusive and respectful of the customer’s time—and which provide actionable information to create differentiated customer experiences.

article thumbnail

How to Predict Customer Churn—And What to Do About It

Totango

Net promoter scores (NPS) can reveal a customer’s current opinion of your product. A simple ranking of a customer’s likelihood to recommend your product to their peers at that moment in time, this Voice of Customer information is unique in its source and a potential direct call for assistance from your customer.

article thumbnail

Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Myra Golden is the founder of Myra Golden Seminars, LLC. She creates fun and engaging classes to teach her clients to give their customers the best possible experience. Myra Golden.

article thumbnail

Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Myra Golden is the founder of Myra Golden Seminars, LLC. She creates fun and engaging classes to teach her clients to give their customers the best possible experience. Myra Golden.

article thumbnail

How to Make the Most of Customer Experience Feedback

Totango

Enterprise Initiated Feedback: Responses to NPS and CES scores, response to direct-action campaigns and marketing collateral, response to training modules, seminars, and other high-contact engagements. Organizations should collect all feedback, positive or negative.