Totango

APRIL 24, 2020

This week Totango hosted our virtual Customer Success Summit: CXO Connect for executives and leaders of Customer Success. The full recording will be available on Totango’s Everything Customer Success YouTube channel but some of the key takeaways include: Digital Transformation has accelerated as enterprises scramble to the cloud.

Customer Acquisition 62

Customer Acquisition Start-ups Sales Technology 62

Beyond Philosophy

NOVEMBER 21, 2017

Sears, Kmart, Best Buy and Amazon have all also launched aggressive price-cutting campaigns. I like a good deal as much as anyone, but as a customer experience consultant I’ve always thought these frenzied holiday sales were penny wise and pound foolish. But this strategy does nothing to build customer loyalty.

Retail 124

Retail Sales Gaming Customer Loyalty 124

Totango

SEPTEMBER 18, 2020

Customer success metrics should always lead to action. The most important metrics are used to reveal the kind of customer experience you are delivering. To achieve that goal, you must continually and reliably deliver value to your customer. The 6 Key Areas of Customer Success Metrics. Usage Metrics.

Customer Satisfaction 62

Customer Satisfaction NPS Start-ups Voice of the Customer 62

Zendesk

JUNE 21, 2023

For example, customer advocates can encourage other individuals to buy from your business by sharing their unbiased experiences. And employee advocates, who know the ins and outs of your offerings, can share their brand expertise to garner trust with prospective customers, making them uniquely positioned to make sales.

Social Media 52

Social Media Net Promoter Score Education Construction 52

Aquire

NOVEMBER 23, 2021

For businesses, that means thanking their customers. Why should I thank customers on social media? Here are few reasons why you should use social media as a means of showing gratitude to customers : It’s conversational. Sending a thank you letter or email to a customer — while good practice — is also usually more formal.

Social Media 52

Social Media Social Listening Customer Relationship Sales 52

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Just by using software, you can scale from one customer representative agent to one thousand and back again without dealing with any downtime. Customer service diminishes. Alex Tebbs.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Totango

MAY 29, 2020

The continuing uncertainty caused by the COVID-19 challenge is likely creating anxiety among your customers, just as it may be within your own enterprise. Your customers need to hear the voice of a leader right now, with a clear, practical plan for the times ahead. Become a Leader to Your Customers. Lean on Win-Back Strategies.

Hospitality 62

Hospitality Hospitality Start-ups Customer Retention 62

Win the Customer

MARCH 7, 2016

Not so long ago, I was a complete rookie to the blogging world. I needed to select a hosting site to start my blogging adventure. After paying the fees, when I pressed “Publish” to put my blog online, an error page showed up on the screen. What happened next taught me a great lesson in Customer Experience.

Customer Experience 95

Customer Experience Social Media Contact Center Start-ups 95

Totango

MAY 28, 2021

It’s been a little over a month since that enthusiastic new customer sailed through the onboarding phase. The customer’s usage rates are low. User adoption is the rate at which your customers are actively using your product. The adoption phase is when your customer begins to integrate your product into their daily workflow.

Net Promoter Score 81

Net Promoter Score Start-ups Customer Feedback Customer Experience 81

Zendesk

JUNE 11, 2021

But not every lead that enters the top of your sales funnel will come out the other end as a customer—there’s bound to be some pretty significant spillage along the way. Sales funnel definition: A sales funnel is a sales and marketing tool used to illustrate the steps of the customer journey. What is a sales funnel?

Sales 86

Sales Social Media B2B CRM 86

Execs In The Know

FEBRUARY 17, 2023

To avoid being left out of the conversation, most brands have already implemented a social customer care strategy, having realized that their followers care as much about the product and service as they do about the experience. But being present and responsive is no longer enough to meet the demands of the modern social consumer.

Social Media 52

Social Media Artificial Intelligence AI Retail 52

SurveySensum

NOVEMBER 3, 2023

You reach out to their customer service, and within seconds, a friendly chatbot listens to your issue properly and provides you with the answer, gathering valuable customer feedback. That’s the power of good customer service! In this blog, we’ll explore seven customer service trends for 2024.

Customer Service 52

Customer Service E-commerce AI Customer Satisfaction 52

Intercom, Inc.

OCTOBER 3, 2019

Speaking to us about email strategy and onboarding, Val broke down her winning strategies into a series of practically applicable tips. Know when to back off or offer something different. Your customers should know your employees by name. I’m headed back to email you.” Short on time? So of course, I was sad.

Start-ups 143

Start-ups Sales Customer Experience Customer Retention 143

Intercom, Inc.

NOVEMBER 6, 2018

Average win rate. “The higher your sales velocity, the faster you’re making money” Let’s say you’re working 10 opportunities with an average deal size of $1,000 and your personal win rate is 25%. Be realistic when prospecting: Don’t try to close Walmart if your typical customer is a mom and pop shop.

Sales 120

Sales Start-ups 120

Beyond Philosophy

MARCH 27, 2017

Uber’s woes continue to escalate, and the ridesharing company is scrambling to get back on track. But Jones’s departure, in my view, is just a symptom of the larger problems that are dragging down Uber’s reputation and, ultimately, its customer experience. The Customer Experience Will Suffer Too.

Engineering 135

Engineering Retail Customer Experience 135

Zendesk

FEBRUARY 17, 2022

To increase your win rate, you need to attract the right customers and build a relationship with them. By creating the right lead magnet, companies can bring in more high-quality leads and convert them into paying customers. A lead magnet is a free asset or special deal offered to customers in exchange for their contact details.

Social Media 98

Social Media Engineering Customer Acquisition Start-ups 98

Execs In The Know

APRIL 26, 2023

This blog post provides an overview of why organizational transformation is crucial for business leaders, what advantages it offers them, the possible roadblocks they may face on their journey towards creating meaningful change in their organization, and perhaps most importantly – how to reap its rewards!

CX 98

CX Innovation Artificial Intelligence Gaming 98

Zendesk

APRIL 18, 2022

B2B leads are people, organizations, or businesses that have the potential to become customers for B2B (business-to-business) products or services. Use ongoing content campaigns that outmatch your competition. Your content marketing campaigns to attract outbound leads are only as good as their practical search value.

B2B 98

B2B B2C Sales Social Media 98

Customers That Stick

SEPTEMBER 18, 2014

Building a base of loyal customers can be one of the most effective ways to increase your profitability and optimize your customer acquisition costs, but what does it take to win the favor of Millennials (consumers who are currently between 18 to 34 years old)? Photo credit: [link].

Social Media 133

Social Media Customer Loyalty Retail Customer Acquisition 133

Intercom, Inc.

SEPTEMBER 26, 2018

In the world of recurring revenue, SaaS companies realize they need engaged customers if they are to grow a healthy, sustainable business. This is where having a solid customer engagement strategy comes in. Nowadays, you have to win over your customers month after month just to keep the lights on. Those days are over.

Start-ups 202

Start-ups Customer Feedback Sales 202

Totango

JUNE 23, 2020

There has never been a more important time to understand what is going through your customers’ heads. The COVID-19 pandemic has created uncertainty across the market and enterprises of all kinds are looking for a solid understanding of their customer base as they prepare for recovery. Regularly Survey Customers.

Net Promoter Score 62

Net Promoter Score NPS Business Operations Voice of the Customer 62

C3Centricity

JULY 8, 2020

What makes a website great for your customers? What makes a website great for your potential customers? One that encourages current and potential customers to both see and engage with your content. It is “The 7 essentials of Customer Centric Websites.” 9 Essentials of a Customer Centric Website.

Entertainment 83

Entertainment Social Media Real Estate Gaming 83

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not. How to overcome those challenges?

CX 129

CX Customer Experience Education Machine Learning 129

Beyond Philosophy

OCTOBER 31, 2014

After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. If they would win they’d get $50. Well, there you have it!

Customer Experience 152

Customer Experience CEM Finance Government 152

Zendesk

APRIL 15, 2022

And with more sales teams going back to the office in 2022, we’re all wondering: What’s changed? And what do best practices look like as we make the transition back to cubicles and swivel chairs? Prospective customers have notoriously short attention spans. What’s important to know? Inside and outside sales statistics.

Sales 52

Sales CRM Social Media B2B 52

Zendesk

JUNE 29, 2022

Lead conversion is the process of turning a lead into a customer. Once a potential customer visits your website and offers their contact information, they leave the generation stage and enter the conversion stage. Paying customer. Nothing convinces new leads to buy like positive customer reviews.

Social Media 98

Social Media Sales Start-ups CRM 98

Beyond Philosophy

OCTOBER 29, 2014

After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. If they would win they’d get $50. Well, there you have it!

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Finance 140

Beyond Philosophy

APRIL 4, 2019

Branding is a critical topic in Customer Experience. We discussed where branding and Customer Experience interact and prioritize in a recent podcast. We also explained how the two concepts are crucial to creating brand and customer loyalty. Customer Experience delivers against that promise. The answer is they can’t.

Customer Loyalty 130

Customer Loyalty CX Customer Experience Customer Experience Management 130

CSAT.AI

OCTOBER 3, 2018

After all, businesses without customers don’t stay in business. It is vital to keep and grow your customer base. That means providing an exceptional experience with customer service. Customers: love them or lose them. Customers: love them or lose them. Happy Customers. Anticipate Customer Needs.

Sentiment Analysis 52

Sentiment Analysis Engineering Customer Service Sales 52

Zendesk

NOVEMBER 15, 2021

In the early 2010s, the Age of the Customer emerged. The Age of the Customer continues today—and the data shows it. Gartner research reveals that 74 percent of customers expect more from brands, not only in their products and services but also in how they treat their customers. What is customer trust?

Social Media 97

Social Media Age of the Customer Customer Feedback Touchpoint 97

Comm100

NOVEMBER 8, 2017

When 67% of consumers turn to social media for customer service support, and 87% of customers indicate that these interactions positively impact their buying decisions, integrating social media into your customer service support strategy becomes a no-brainer. Click here to download the full ebook. Think Outside the Big Three.

Social Media 47

Social Media Customer Service Start-ups Sales 47

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). In this blog post, we’ll answer all these questions and more.

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

Aquire

AUGUST 24, 2021

In this article, we’ll look at simple lead generation best practices you can implement right now to drive leads into your sales funnel and convert them into paying customers. It forms the basis of metrics you will use to measure how successful your lead generation campaign is. The common funnel stages of online lead generation.

Sales 52

Sales CRM Social Media Start-ups 52

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

SugarCRM

JANUARY 15, 2019

There is something to be said about learning from those on the front line which can pay dividends back to your organization overall. In the context of a business, those on the front line — being your sales team and representatives, interact and engage with your potential and current customers on a daily basis.

Sales 22

Sales Start-ups CRM Engineering 22

Help Scout

OCTOBER 30, 2018

I’m calling for us all to put the People back in People Ops. (Or At Help Scout, we build customer support tools , so our customers are at the center of everything we do. When it comes to the hiring experience, our candidates are our customers, so that customer-first mindset naturally translates. Thanks, Google.

Engineering 40

Engineering Start-ups Close the Loop Gaming 40

Totango

MARCH 7, 2019

Think of them as your customers—even when they’re heading out the door. That’s the ideal approach when a customer lapses. Today’s customer-centered economy means every customer should feel your product is built around their needs. You don’t have to give up on your customers, though. Why Did They Churn?

Social Media 76

Social Media Retail Education Start-ups 76