Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? They unanimously agreed that 2024 is the year of the ICP (Ideal Customer Profile). The cohesion between these teams can significantly drive customer value and results, which impacts retention, expansion, and, ultimately, predictable growth.

Sales 106

Sales Business Growth Innovation AI 106

Totango

MARCH 21, 2023

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Their discussion covered three key strategies for powering up customer success. Don’t forget to make your feedback scalable.

Customer Journey Map 80

Customer Journey Map NPS Touchpoint Start-ups 80

Zendesk

SEPTEMBER 6, 2023

As any support team manager can attest to, the deleterious effects of stress and burnout have very real consequences for customer service teams. As senior manager of customer experience at the mindfulness app, Anzalone has more than a decade of experience in the customer support space.

Healthcare 69

Healthcare Customer Expectations Customer Service Customer Experience 69

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. On the other hand, the CCO focuses on what happens after the sale, overseeing onboarding, customer support, driving retention, and minimizing churn.

Customer Acquisition 91

Customer Acquisition Sales CRM Innovation 91

SurveySensum

APRIL 22, 2024

Hence, characterized by periodical data breaches and growing cyber threats, conserving customer trust stands as a crucial priority for businesses. It’s vital for businesses to grasp the diverse ways cybersecurity influences customer trust to succeed in the digital era.

Compliance 52

Compliance Customer Feedback Government Start-ups 52

Totango

NOVEMBER 27, 2023

After several years of relentless pursuit of new business, 2023 made it clear to many companies that growth at all costs is not a sustainable strategy. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy.

B2B 91

B2B ML CRM Customer Relationship Management 91

Inside Customer Service

MARCH 11, 2021

Others saw their businesses dry up and were forced to lay people off. If you read this blog with any regularity, you know I often write about the importance of having a clear customer service vision. The pandemic shifted more agents to working at home. Some contact centers endured unimaginable spikes in volume.

Contact Center 256

Contact Center Customer Feedback Gaming Customer Service 256

Execs In The Know

NOVEMBER 22, 2022

When you’re running multilingual operations or international business, oftentimes CX strategy and language become separated into two different work streams. It’s time to rethink how we address language as a business problem. Decide on the appropriate hub model for your business.

Contact Center 98

Contact Center CX Technology Technology 98

Inside Customer Service

APRIL 8, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. We're working on ways to Wow our customers." What is a customer service wow? And it was a long chat.

Sports 182

Sports Contact Center Retail Customer Service 182

Intercom

DECEMBER 5, 2023

For a long time, customer service teams have been trying to convey the incredible value they provide to the rest of the company. Support teams looking to use their data to show their impact and grow appreciation for their work can take three major learnings from Spotify Wrapped.

AI 97

AI Customer Service Customer Experience 97

TeamSupport

JANUARY 22, 2024

Businesses are continually seeking innovative ways to enhance efficiency and improve the overall customer experience. In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation. Why Automate?

Customer Service 59

Customer Service B2B AI Innovation 59

Fonolo

AUGUST 29, 2023

Call centers are at the heart of modern customer service and that makes active listening an indispensable CX tool. As call center managers, you have the power to train and encourage your agents to become active listening experts; enhancing customer satisfaction and loyalty.

Contact Center 67

Contact Center Construction Customer Satisfaction Start-ups 67

Doing CX Right

SEPTEMBER 19, 2020

Who owns customer service? We’ve elaborate on these to empower consumers to partner effectively with businesses to achieve the best possible resolutions. 8 strategies to get great customer service based on YOUR actions: 1. Pay attention to HOW you speak to customer service associates as well as WHAT you say.

Customer Service 126

Customer Service Social Media CX Customer Satisfaction 126

The Customer Service Blog

JANUARY 11, 2023

The All-Party Parliamentary Group (APPG) on Customer Service is run by and for Members of the House of Commons and House of Lords. The group was established in July 2014 to raise awareness and understanding of customer service amongst UK politicians and to establish a dialogue with UK organisations across all sectors.

Customer Service 66

Customer Service Artificial Intelligence Transportation AI 66

Zendesk

OCTOBER 19, 2023

As businesses rush to tap generative AI’s vast potential to transform the customer experience, analysts watching this modern-day gold rush have responded with both optimism and caution. The post Experimenting with AI responsibly and transparently with Economist Impact’s Jeremy Kingsley appeared first on Zendesk.

AI 59

AI Healthcare Education Customer Loyalty 59

Totango

SEPTEMBER 22, 2023

we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. And, that growth comes from consistently and quickly delivering customer value. Announced during our flagship event, Totango Live!

Outlook 113

Outlook Innovation Omnichannel Education 113

MattsenKumar

OCTOBER 12, 2023

As organizations grow, outsourcing customer service has become necessary to ensure customer satisfaction. The expansion of organizations brings forth new challenges that require the expertise of a skilled customer service team to provide optimal solutions.

Customer Service 84

Customer Service Customer Satisfaction Contact Center CRM 84

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Jeanne Bliss.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Win the Customer

SEPTEMBER 12, 2023

Customer satisfaction is not just a feel-good metric; it’s a tangible indicator of how well your products, services, and interactions resonate with your audience. In this blog post, we’ll explore the significance of measuring customer satisfaction and delve into key metrics that provide valuable insights.

Customer Satisfaction 59

Customer Satisfaction Net Promoter Score NPS Customer Loyalty 59

TeamSupport

JULY 20, 2020

“Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product, or brand being supported through the efficient and effective delivery of support.” Every customer service organization wants to achieve excellence for its customers, but what does that mean exactly?

Net Promoter Score 98

Net Promoter Score B2B NPS Customer Satisfaction 98

SurveySensum

APRIL 1, 2024

Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand. Why is Customer Trust Important for Startup Brands? Let’s get started!

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

Totango

FEBRUARY 23, 2024

For example, a CMO doesn’t just solve marketing problems — but business problems, too. CMOs can’t focus solely on the marketing team; rather, they must focus on how they can work with and support their cross-functional peers to increase growth, profitability, and other business goals.

Start-ups 97

Start-ups Business Growth Sales 97

VOZIQ

DECEMBER 17, 2020

Recently, VOZIQ’s predictive customer retention solution was honored for consistent innovation and extraordinary value creation and won the 2020 Product of the Year award. We want to share with you some of our most popular blogs of 2020, in case you missed them when we first published them.

Customer Retention 98

Customer Retention Text Analytics AI Engineering 98

Totango

OCTOBER 12, 2022

Recent years have seen an astonishing rise in the popularity of subscription-based products and services. The world of ownership is being replaced by Spotify, Hulu, Amazon Prime, and a host of other on-demand services. Naturally, short-notice or no-penalty cancellations also greatly increase the risk of customer churn.

Sales 110

Sales Customer Retention Innovation Customer Experience 110

ClientSuccess

FEBRUARY 14, 2023

Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. Customers want to feel heard, understood, and supported – and empathy helps customer service teams meet those needs.

Customer Journey Map 80

Customer Journey Map Construction Customer Relationship Customer Loyalty 80

Intercom, Inc.

DECEMBER 28, 2022

For one, Eoghan McCabe , our Co-founder and Chairman, returned to the role of CEO , the position he had held from our founding in 2011 until 2020 – and he is bringing a renewed focus on the customer service space, so you can expect to see even more innovation from us in that area. Dealing with the tail impact of the pandemic (?

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

The Customer Service Blog

SEPTEMBER 20, 2023

As many readers will already know, when I’m not editing The Customer Service Blog, I also do university lecturing in the disciplines of Marketing, Management and Business Studies. This is done in order to encourage people to visit the pub when it is less busy.

Gambling 76

Gambling Hospitality Hospitality Social Media 76

CSAT.AI

MARCH 15, 2023

They have significant buying power and might be the core customer base of a brand. In this blog post, we will discuss what makes Generation X customers different and why they are so important for businesses (with a musical soundtrack to guide the way to the MTV generation!). .

Sentiment Analysis 99

Sentiment Analysis Gaming Technology Technology 99

Shep Hyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR How to Build Customer Loyalty with a Thank You Page by Thomas Griffin. Consider the opening stats.

Customer Service 92

Customer Service Customer Retention Contact Center AI 92

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business? Well, not so fast.

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

Hodusoft

DECEMBER 21, 2023

Leveraging Advanced Call Center Software- Enhancing FCR in Banks and Financial Institutions Witness the evolution of the banking and financial landscape as it progresses into a new era of customer service excellence, driven by cutting-edge technology and real-time statistical insights.

Compliance 64

Compliance Customer Satisfaction Sentiment Analysis Omnichannel 64

Execs In The Know

APRIL 25, 2024

Then, why is it that when you interact with enterprise brands via self-service, you’re still talking to the same clunky chatbot or dialing random numbers to get through the IVR prompts? years, and very minimal progress has been made in releasing experiences for direct-to-consumer self-service. trillion by 2032. Air Canada ).

AI 52

AI CXM Engineering Business Operations 52

Customer Service Life

APRIL 14, 2021

I periodically have a variety of updates and resources that I’ve contributed to that I want to share on this blog. In this conversation with Frances Brittingham, Manager of CX, learn about their approach to people and technology as they’ve rapidly scaled their business. Unwritten Rules of Customer Service.

CX 83

CX Contact Center B2B Customer Service 83

Helpt

FEBRUARY 27, 2024

We’re going to start this blog post with a heavy dose of nerdy: place yourself back to when you played your last Japanese roleplaying game or Dungeons and Dragons. Just like in D&D, success in the world of Managed Service Providers (MSPs) goes beyond technical expertise.

Gaming 98

Gaming Innovation Start-ups Customer Satisfaction 98

CSAT.AI

MAY 24, 2022

Updated May 2022 Following our previous blogs which cover agent abuse is the question of banning bad customers. The goal is for both the customer and the agent to have positive experiences that benefit everyone and the bottom line. An abusive agent is detrimental to a company, as is an abusive customer.

Customer Service 85

Customer Service CX Customer Satisfaction 85

Execs In The Know

SEPTEMBER 29, 2023

The September Execs in the Know Customer Response Summit held a clear focus: ‘Learn, share, network, and engage to innovate.’ ’ During an enlightening luncheon hosted by Interactions, some of the brightest minds in business convened to delve deep into the world of conversational AI. Let’s dive in.

AI 52

AI Artificial Intelligence Contact Center Machine Learning 52