ijgolding

FEBRUARY 5, 2018

In pledging to my campaign, five wonderful people were rewarded with an interview feature on my blog – what you are reading is the second of the five ( you can read the first – an interview with James Dodkins – here ). Although I was studying accounting and finance at the time, I started out in sales and marketing.

Culture 264

Culture Measurement Customer Centricity Hotels 264

C3Centricity

MARCH 31, 2020

How can some companies get customer service so wrong?! It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver awesome customer service. I now want to change back and the maps are no longer on my account!

Customer Service 177

Customer Service Customers CRM Customer Care 177

C3Centricity

JUNE 2, 2021

It’s a guest post from the highly respected global experts on customer centricity, Alan Hale of Chicago. factors to consider when pricing your product, service or solution. During that time, I have noticed that some of these clients experienced customer erosion or profit sub-optimization due to poor pricing practices.

B2B 195

B2B B2C Brands Consumers 195

transcosmos Information Systems

SEPTEMBER 17, 2018

Artificial intelligence (AI) is slowly yet surely finding its way into our everyday lives. In business, AI technologies are also turning things around, and customer service is one such department that has vastly improved. AI allows you to come up with better, more innovative products and services for your market.

Strategy 136

Strategy Customer Experience How To Chatbots 136

Education Services Group

MAY 6, 2021

. #1 Don’t conflate Customer Success with Customer Service. Practitioners of Customer Success will understand the biggest difference here is reactive versus proactive. Customer Service (also known as Customer Support) is reactive in nature – this is who you contact when you have a problem or things go wrong.

Customer Success 92

Customer Success Meeting Report Sales 92

Kayako

JANUARY 24, 2018

At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well. Armed with that empathy and over ten years in the business, there’s been one consistent signal that stands out from the noise in this year’s customer service trends: customers want effortless experiences.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

CSM Magazine

APRIL 1, 2021

Notwithstanding your high level of proficiency in accounting, poor customer service all too often becomes an issue for clients. Today’s customers are looking for personalized service and that’s not an easy need to fulfil when you are busy working on the accounts. Offer Self-service.

Customer Service 52

Customer Service Net Promoter Score Social Media Self Service 52

Kustomer

MAY 26, 2022

In this episode of the Customer Service Secrets Podcast, Gabe Larsen has a heart to heart with fellow business leaders, urging them to take advantage of chatbots so their organizations will acquire and retain customers. This helps agents to dedicate more time and care to a wider array of customers. can all be automated.

Chatbots 98

Chatbots Virtual Agent Customer Service Loyalty 98

Zeisler Consulting

JANUARY 12, 2022

I had a support incident a while back with one of the service providers we use in our home. One of the brands is a large well-known home-service provider that I’ll write about here. The other was a smaller, start-up brand also in the home-service field, and I’ll write about that in another article. Turns out not.

Effort Score 93

Effort Score Customer Centricity System Airlines 93

Currency Alliance

APRIL 15, 2024

The optimal points to offer mostly depends on the frequency of engagement your brand has with target customers. Plus, many types of points are widely appreciated by customers, and are useful to the brand for scoring different customer actions while influencing behavior. This actually is not true.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

ShepHyken

AUGUST 24, 2020

Each week I read a number of customer service and customer experience articles from various resources. Can Artificial Intelligence Improve Your Customer Service? The question is, do they really improve your customer service? You can call them clients, customers, patients, guests, members, etc.

Customer Service 84

Customer Service Contact Center Tips Chatbots 84

Gainsight

AUGUST 5, 2022

Imagine you are a Customer Success Manager (CSM), and you wonder what the future holds for you. You learned about other roles where your experience in CS can be a springboard for those positions. We have said it before—today’s CSMs can be tomorrow’s CS leaders. Using data and playbooks to mitigate customer risks.

Handbook 59

Handbook Sales Customer Success Customer Journeys 59

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. A huge part of how customer success collects intel and feedback from customers is by talking with them.

Metrics 98

Metrics Customer Success Engagement Effort Score 98

Vonage

OCTOBER 22, 2015

Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0:

Technology 120

Technology Customer Service Gamification Wireless 120

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Implementation can have its challenges.

Culture 115

Culture Customer Service Leadership Airlines 115

Comm100

MARCH 8, 2017

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. We have compiled the following list of customer service experts so that you don’t have to. Roy Atkinson. RoyAtkinson. Chelsea Krost. ChelseaKrost. Shep Hyken.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Totango

JULY 31, 2020

Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer. They are: Use Customer Goals and Objectives to Personalize Onboarding. Right Touchpoint, Right Time.

e-support 127

e-support Hospitality Healthcare Touchpoint 127

Eptica

MAY 6, 2020

Date: Wednesday, May 6, 2020 Author: Pauline Ashenden - Demand Generation Manager Are banks building trust through customer service excellence? And banks can help limit the impact of the likely downturn by building new experiences to help their customers manage debt, adjust budgets, and make full use of new government programs.

Banking 79

Banking Customer Service Social Media Self Service 79

Kustomer

JUNE 17, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Laurent Pierre from Microsoft Azure to learn the secrets to making a CX team valuable. Guiding Customers to Solutions Using Empathy. This is just as important as CX in many ways.

Sales 99

Sales Employee Experience NPS Banking 99

Zeisler Consulting

JANUARY 12, 2022

I had a support incident a while back with one of the service providers we use in our home. One of the brands is a large well-known home-service provider that I’ll write about here. The other was a smaller, start-up brand also in the home-service field, and I’ll write about that in another article. Turns out not.

Effort Score 72

Effort Score Customer Centricity System Airlines 72

Inbenta

DECEMBER 7, 2021

Contents: New Customer Demands for 2022. Live Chat Support, a Key Element to Future-Proof Customer Service. Digital transformation has altered how companies engage with their customers, mainly because technology has changed how these customers behave. New Customer Demands for 2022.

Self Service 52

Self Service Tips e-support Chatbots 52

Kustomer

JANUARY 21, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Steve Walker and Troy Powell from Walker to uncover the secrets of their newest research report focused on the differences between B2C and B2C customer experience. Humanizing the Customer Experience.

B2B 95

B2B Company B2C Customer Centricity 95

NobelBiz

AUGUST 22, 2023

VOIP services, on the other hand, leverage the internet to make these calls, resulting in substantially reduced charges. In many cases, businesses find that they can make unlimited calls, both domestically and internationally, for a flat monthly fee. This underscores the company’s dedication to innovation and cost optimization.

Analysis 98

Analysis Contact Center Telecommunications Self Service 98

ProProfs Chat

JANUARY 30, 2020

“Your most unhappy customers are your greatest source of learning.” — Bill Gates. Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customer to post their bitter experiences online. Customer expectations.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Kapta Customer Success

MARCH 11, 2019

It doesn’t matter if you’ve been a key account manager for a decade or two or are new on the job; everyone can improve. To be a successful key account manager well into the future, you need a proven track record of helping your customers grow their accounts through the products and services your company offers.

Resources 53

Resources Training Management Consulting 53

Kayako

OCTOBER 20, 2015

Every company will tell you customers are their #1 priority, but few “walk the walk” when it comes to delivering the kind of remarkable service that keeps customers coming back for life. Customer service is overlooked in many companies. Good vs Great customer service.

Customer Service 120

Customer Service Airlines Customers Consumers 120

Gainsight

JUNE 2, 2022

Gainsight is not just about customer success. We are about Net Revenue Retention (NRR) and customer retention. Every year, Gainsight’s CEO, Nick Mehta, invites fellow CEOs to sit with him and discuss their views, insights, and trends impacting customer success and business as a whole. We are about product-led growth.

Chief Customer Officer 52

Chief Customer Officer Innovation Connections Leadership 52

BirdEye

JULY 25, 2023

Making customers believe that your business is worth investing and trusting is important for every business to grow. If you know how to build social proof and market it, growth can be yours. Social proof is a key form of marketing psychology that leverages positive mentions about a business to convince customers to invest in them.

Examples 52

Examples Social Media Effort Score Case Study 52

Thematic

SEPTEMBER 6, 2023

AI-driven insights are a powerful tool to enable analysts to extract value at scale from (tens of) thousands of unstructured data points such as customer feedback. Analysts leverage AI to: Save time : Manual analysis is hugely time consuming , the reason why many companies leave their valuable qualitative data untouched.

How To 71

How To Analysis Feedback Data 71

ClearAction

FEBRUARY 28, 2019

Customer Experience & Marketing Workforce of the Future Lynn Hunsaker. “The wise advice that ‘What got you here won’t get you there’ 1 is what we as customer experience leaders need to be thinking about everyday,” said Milista Anderson, SVP at FIS Global in a Customer-Centered Management talk show interview.

Customer Experience 61

Customer Experience Marketing Chief Customer Officer Customer Experience Professionals 61

Kustomer

MARCH 3, 2022

In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Hunter Schoettle from PatientPop to uncover the four secrets to transforming the customer experience. Listen to the podcast below to find out how you can transform your customer experience. Tip 2: Utilize Data Effectively.

Tips 59

Tips Customer Experience Healthcare Data 59

Currency Alliance

OCTOBER 12, 2020

And while I was surprised that they knew that information at that time, you should have seen how surprised were the other ten people sitting around me. That type of simple recognition goes a great way in building loyalty with customers. Loyalty programs must evolve to keep customers engaged.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. Conferences, forums, and workshops are a great way to brush up on your skills, learn new ones and hear from thought leaders and experts in your industry. It’s also a great opportunity to meet and network with peers within the Customer Success community.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

CSM Practice

FEBRUARY 20, 2020

At early startup stages , customer success teams and other customer-facing teams are usually familiar with their customer base. This relationship-driven engagement model becomes difficult as the customer base becomes larger and more diversified. Why Should Customer Success Be Obsessed with Data?

Customer Success 52

Customer Success Data Engagement Effort Score 52

Bizagi

APRIL 21, 2020

At Bizagi we’ve been helping companies to digitally transform since before the term was coined. We know that digital transformation is really about changing the way your business works. What is the real outcome for your employees and customers, and how can it help you better govern your organization?

Government 52

Government System Wait Times Banking 52

Grade.us

JULY 6, 2023

more customers and (b.) If you can generate consistent traffic, leads, sales, customers, or revenue for your customers, you’ll continue to be in demand. We can’t tell them. If you can produce this kind of consistent growth for your clients, your agency will continue to thrive, even in a down economy.

Management 30

Management How To Advertising Feedback 30

ChurnZero

DECEMBER 28, 2021

Leading the way, Google released their Year in Search for 2021. A quick search of “y2k aesthetic” will litter your browser with articles on how to actually wear y2k fashion the right way. Retention Deficit: How to Keep Customers by Talking About More Than Your Product. Now, that’s a trend I’m willing to get behind.

Conference 52

Conference Fashion Customer Success Trends 52