BlueOcean

SEPTEMBER 27, 2021

Customer experience is pretty much the hottest topic in the contact center and customer care space these days. In this post, we’ve done some of the legwork for you and cherrypicked a handful of recent articles on the topic that we think readers will find useful and illuminating. And that takes data.

Customer Experience 177

Customer Experience Contact Center B2B B2C 177

CustomerSuccessBox

DECEMBER 28, 2021

Why is segmentation the number one topic in terms of customer success? Insofar as Customer Success aims to shift customer relations from a reactive to a proactive mode, knowing how to address them is essential. You need to be able to respond quickly and effectively to customer information.

B2B 52

B2B Customer Engagement Engagement Customer Success 52

Bold360

APRIL 15, 2021

Branches will be open for business again, but the initial months of the pandemic served as a wake-up call about the need for FSIs to have digital-first customer engagement capabilities. You don’t need to build everything at once, especially since channels and customer preferences can be fluid. The post What Now?

Self Service 52

Self Service Customer Engagement Engagement Knowledge Base 52

Experience Investigators by 360Connext

MARCH 8, 2021

We do this by creating custom learning paths for our clients, including virtual and live sessions, small group or individual coaching, and lots of communication to reinforce the topics we’re discussing. . That means ideally having some foundational pieces in place, like your CX Mission Statement and your CX Success Statement. .

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

Ecrion

DECEMBER 3, 2019

So, in this article, we’ll delve into customer engagement vs customer experience argument. Hopefully, this will help you gain a fresh perspective on the topic. Customer Experience. In simple terms, customer experience is how the customer rates the journey they’ve had with your company.

Customer Engagement 52

Customer Engagement Engagement Customer Experience Customers 52

SurveySparrow

JANUARY 7, 2021

Whatever situation your customer faced, the value of providing a great customer experience hasn’t changed a bit for businesses. In fact, brands started to put more attention on improving their customer engagement. Customer Engagement in Pre-Covid World. So, what’s the wait?

Customer Engagement 52

Customer Engagement Engagement Chatbots Effort Score 52

Lumoa

MARCH 12, 2023

Most companies have a good gut feeling about the top issues customers care about, but it’s hard to quantify and prioritize those issues. A CX platform offers: Improved customer engagement. Having a 360-degree view of customers across all touchpoints means you can understand them better. Increased sales and revenue.

Customer Experience 208

Customer Experience Customer Journeys NPS Analytics 208

Ecrion

NOVEMBER 19, 2019

There are over 7000 Customer Engagement Manager jobs in the US alone posted on LinkedIn at the time of this writing and that should come as no surprise: customer engagement is a really hot topic these days! To be successful, you will require strong project management and communication skills.

Customer Engagement 40

Customer Engagement Engagement Management Measurement 40

Bold360

OCTOBER 28, 2019

Making Maturity your Customer Engagement Secret Weapon. It’s for this reason, that we’ve conducted annual research for the past few years ago to understand differences in the brands that were delighting their customers on all fronts and those were missing the mark. STOP before you go. Want to learn more about this approach?

Customer Engagement 40

Customer Engagement Engagement Strategy How To 40

InMoment XI

NOVEMBER 30, 2023

That’s why maintaining a positive brand reputation is crucial for business success. Ensure they understand the brand values and guidelines, especially those who interact with customers directly. Reputation management software facilitates streamlined engagement, fostering stronger connections with your audience.

Brands 378

Brands Management Multi-Channel Social Media 378

Magellan Solutions

MAY 25, 2018

In business, external success begins with inner success. To develop a strong and lasting relationship with customers, you must first strengthen the camaraderie within your organization. To keep the customers satisfied, you must first create a great corporate culture. Start with the basics — customer service training.

Customer Service Training 70

Customer Service Training Training Customer Engagement Engagement 70

COPC

APRIL 1, 2024

By improving self-service channels, AI facilitates a more efficient and user-friendly customer service experience. The Expanding Reach of AI in Customer Engagement As AI tools become more practical for commercial applications, we’re seeing a surge in their adoption.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Customer Success 103

Customer Success Effort Score Touchpoint Tools 103

Bold360

APRIL 30, 2019

If you want a competitive edge that widens every year, it is time to upgrade your customer engagement maturity model. This week we conclude our conversation with Ross Haskell and Amber Gregorio from LogMeIn’s Bold360 team about the Customer Engagement Maturity (CEM) Model Assessment they developed with Forrester Consulting.

Customer Engagement 40

Customer Engagement CEM Engagement Self Service 40

Win the Customer

AUGUST 25, 2016

As part of its ongoing campaign, Dove also launched an effort to combat negative advertising associated with health and beauty marketing with an “Ad Makeover” initiative that allowed Facebook users to replace depressing ads about topics such as weight loss with uplifting messages. The campaign reached 5.5 The campaign reached 5.5

Social Media 52

Social Media Case Study Study Customer Engagement 52

Gainsight

FEBRUARY 29, 2024

Partner Success has been long talked about in Customer Success programs, but it’s had limitations in practice due to technology constraints like data security requirements and lack of Customer Success capabilities among partners. The average customer maintains seven trusted partnerships according to McBain.

Customer Success 52

Customer Success Effort Score Roadmap Software 52

Comm100

OCTOBER 26, 2022

With this in mind, we will look at some customer service best practices that help teams and agents provide this consumer experience. These are the best customer service practices that the most successful teams all follow. Customers want to feel that the businesses they frequent both understand and cater to their needs.

Customer Service 130

Customer Service Policies Knowledge Base Social Media 130

Currency Alliance

MARCH 9, 2021

Headless commerce’ is a rapidly accelerating topic of discussion for brands as they seek to upgrade their technology to meet the demands of modern business. Harvard Business Review stated in 2017 that 73% of customers are using multiple channels at the same time. That number is certainly higher today.

Loyalty 59

Loyalty Customer Engagement Engagement CRM 59

ChurnZero

SEPTEMBER 22, 2020

Being a phenomenal Customer Success Manager doesn’t just come naturally. Always staying abreast of the latest trends and developments is essential to your long -t erm success. . Be the Sherlock Holmes of Customer Success: Uncovering Hidden Points of Contact (with DocSend ) . We’ve all been there.

Customer Success 93

Customer Success Management Conference Metrics 93

Lumoa

APRIL 7, 2022

Net Promoter Scores are always an interesting topic of conversation, and industry NPS benchmarks even more so. This blog post will discuss NPS benchmarks and look at why NPS is so essential to overall customer success. This makes it an essential consideration for any customer success manager in almost any industry.

NPS 208

NPS Net Promoter Score Industry How To 208

Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. Unlocking the power of VoC feedback is vital to the success of any business. Obviously, businesses wouldn’t exist without them!

Analysis 208

Analysis Survey Feedback How To 208

Lumoa

JANUARY 11, 2022

Without a properly crafted customer survey, you would not get enough data. Both these steps of building the Voice of Customer-program are essential for its success. However, when debating survey vs. analytics, professionals often forget why they started the customer experience management program in the first place.

NPS 259

NPS Software Net Promoter Score Survey 259

Comm100

OCTOBER 13, 2022

After seeing immediate success for the Future Students team, TRU expanded their use of live chat across other departments, including the International Office to boost international recruitment. For an example of digital recruitment strategy using live chat, we can look at Thompson Rivers University (TRU). Content marketing.

Strategy 197

Strategy Chatbots Social Media Omni-Channel 197

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. Role of Customer Success Manager in a SaaS Company. CustomerSuccessBox.

Customer Success 64

Customer Success Customer Centricity Consulting B2B 64

Think Customers

FEBRUARY 1, 2024

Customer Contact Week (CCW) Austin, an event series dedicated to elevating professionals within the customer service industry, successfully concluded on January 25th in Austin, Texas. The event centered its focus on the transformative role of artificial intelligence (AI) in shaping the customer experience (CX) landscape.

Data 52

Data Leadership Innovation Industry 52

CustomerSuccessBox

JUNE 8, 2022

Customer Success is steadily gaining importance globally and is the first line of defense for most SaaS firms. Whether it is to boost conversions, reduce churn or drive retention, Customer Success is at the forefront always. This has translated into huge demand for customer success events around the globe.

Customer Success 52

Customer Success Conference Case Study Study 52

Comm100

MARCH 25, 2024

FInd out how Customer story We’ve compiled the best and worst chatbot practices to help you make the most of your investment, and engage in chatbot success. Do: Introduce Your Chatbot and Set Expectations You may know what your bot was designed to do, but do your customers? Is it to help customers with their issues? (If

Chatbots 240

Chatbots Customer Journeys User Experience System 240

Waypoint Group

OCTOBER 17, 2019

Recognizing the need to create more customer advocates (“Promoters”) and improve retention, Reciprocity wanted to better utilize u nbiased feedback from the customer contacts that matter most (that is, Buying Committee members, not just end-users) to drive its product, customer experience and company. This is about feedback.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

CustomerSuccessBox

DECEMBER 6, 2021

With the rising prominence of Customer Success, you need to be in power with the industry. Here you’ll find customer success events, conferences, and books that will help you get ready for the new year 2022 and beyond. Customer Success Conference 2022 by TSIA. Date- October 17th–19th, 2022. CS 100 Summit.

Customer Success 52

Customer Success Conference Case Study Contact Center 52

CXApp

NOVEMBER 28, 2017

If there’s one thing that’s true of business - and always will be - it’s that you need to continue growing, evolving, and innovating if you want to see success and retain it. It’s easy to get wrapped up in the surface cracks of delivering a social campaign and modern customer experience.

Customer Engagement 40

Customer Engagement Engagement Strategy Touchpoint 40

Totango

AUGUST 5, 2020

Customer engagement, while always a vital piece of the puzzle of success, has never been more important than it has become since the pandemic. This alone should be reason enough to take a second look at your digital engagement efforts. Why You Need a Good Customer Engagement Strategy.

Engagement 103

Engagement How To Telecommunications Customer Centricity 103

ClientSuccess

DECEMBER 19, 2022

For customer success teams, playbooks are invaluable tools to help them save time and be more efficient in their customer interactions. Playbooks consist of a series of actions, next steps, and tactical items that can be used to help customers achieve their goals or objectives in a scalable manner.

eBook 72

eBook Resources Customer Success Training 72

ChurnZero

MAY 18, 2023

Work faster with Customer Success AI (CS AI ) CS AI is the first generative artificial intelligence built into a Customer Success platform, and the first designed for the CS industry. Learn how HackerRank eliminated one-to-one customer training with Northpass and ChurnZero.

CRM 52

CRM Meeting Training Data 52

ChurnZero

JANUARY 29, 2021

. As a Customer Success professional, you talk to customers about your products and services all day, every day – whether it’s discussions about product adoption, value, or ROI. But if you want to have more than a one-dimensional relationship with your customer, only talking about your product isn’t enough.

How To 98

How To Banking Customer Success NPS 98

Gainsight

JULY 10, 2023

Delivering exceptional customer experiences is imperative for all Customer Success teams. If you’re looking to enhance your customer engagement model for scale while also optimizing your resources, the tips shared in our recent Grow and Tell webinar provide a strong start.

Self Service 52

Self Service How To Roadmap ROI 52

BirdEye

FEBRUARY 28, 2023

Having a social media presence is crucial for success in today’s market. With help from a social media professional, your business can maximize its online potential, expand its reach, enhance customer engagement, create brand awareness, and ultimately increase revenue.

Social Media 98

Social Media Management Analytics Strategy 98

Calabrio

MARCH 23, 2017

What if brands could determine even seemingly unpredictable trends before customers ever specifically stated a problem? With topic modeling, it’s possible, and that’s just one of the things that we’re working on here at Calabrio. These actions can be taken even before many patrons feel the full effect of the illness.

Customer Experience 127

Customer Experience Contact Center Loyalty Programs Analytics 127