Beyond Philosophy

JULY 8, 2023

They fail to capitalize on the potential to enhance Customer Experiences through this powerful technology by building it incorrectly. Take, for instance, a telecom company that developed an AI system to detect customer churn. The mistake lies in how organizations set up their AI systems. Follow Colin on Twitter HERE.

AI 78

AI Machine Learning Artificial Intelligence Technology 78

SixteenVentures

SEPTEMBER 10, 2020

It’s critical to understand why your customers churn, but if you’re relying solely on the reason the customer gives you for that churn, you’re definitely missing the actual reason. It’s easy to just ask a customer why they’re cancelling or not renewing and to leave it at that. Churn: Syntax and Nomenclature.

Start-ups 131

Start-ups Finance Customer Acquisition CRM 131

SurveySensum

DECEMBER 25, 2023

The customer service center had a really complex return procedure. It’s clear that these surveys need to change to match how customers feel in that moment. That way, they’d understand what customers go through. It shows how customers feel generally, but it doesn’t solve those immediate issues.

Retail 52

Retail NPS Text Analytics Customer Feedback 52

Aquire

DECEMBER 9, 2021

If you want your customers to stick around, it’s important you understand how to reduce customer churn rate. Of course, some level of churn is inevitable — no matter how much effort you put into satisfying your customers. There are reasons customers stop doing business with you that are simply beyond your control.

Customer Retention 98

Customer Retention Education Start-ups Social Media 98

Intercom, Inc.

OCTOBER 5, 2018

Customer retention is the silent killer of SaaS businesses today. Even if you are acquiring customers for $10, if they only stick around for a month or two, you won’t build a lasting business. What is customer retention? Why customer retention is important. How to understand customer retention.

Customer Retention 199

Customer Retention Education Start-ups Customer Loyalty 199

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Net Promoter Score 172

Net Promoter Score Customer Experience NPS Customer Satisfaction 172

Zendesk

FEBRUARY 7, 2024

What are customer win-back campaigns? Customer win-back campaigns are marketing efforts designed to reengage inactive or churned customers. For the latter, you need a system to recapture those customers. Customer win-back campaigns help businesses regrow customer loyalty through strategic, personalized messages.

E-commerce 52

E-commerce Start-ups Omnichannel CX 52

Callminer

JUNE 18, 2020

To learn more about employee churn and analytical methods of addressing it, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. If employees are ill-equipped to handle the volume of calls expected of them, then burnout is all too likely to follow. Questions About Their Experience.

Contact Center 182

Contact Center Start-ups Customer Experience 182

Intercom, Inc.

NOVEMBER 14, 2018

Much of what defines our most outstanding sales reps is their ability to deeply understand our prospects’ and customers’ business needs and speak directly to them. If you’re forecasting short on your global revenue target, do you know how you’ll make up the difference? Both can be corrected to get us up and over the line.

Sales 188

Sales Start-ups Finance Gaming 188

CSAT.AI

AUGUST 10, 2022

Skilled agents are the heartbeat of your customer service strategy. Just like you have to earn your customers’ loyalty you have to earn your agents’ loyalty too. Agent churn affects your business reputation as customers have to wait longer for resolution. 1) Play to Agent Strengths. 2) Onboarding and Ongoing Training.

Customer Service 93

Customer Service Sentiment Analysis Contact Center CX 93

CommBox

MAY 18, 2022

Acquiring new customers will always cost more than keeping the ones you already have. Not to mention that upselling products to your existing customer base is much easier. That said, growing and keeping a loyal customer base is key to achieving success. This translates to reducing customer churn as much as possible. .

Social Media 98

Social Media Omnichannel Customer Acquisition Customer Loyalty 98

Taylor Reach Group

MARCH 10, 2020

Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. Increasingly, brands understand the importance of the customer.

Customer Experience 123

Customer Experience Customer Journey Map Customer Retention NPS 123

Intercom, Inc.

JUNE 22, 2020

In-app messaging is a key component of a strong customer engagement strategy – one that reaches users at the right place, at the right time, and is consistent across platforms. With our recent launch of Mobile Carousels , we tapped into the possibility of creating and nurturing better customer relationships through mobile.

Start-ups 235

Start-ups Gaming Education Customer Retention 235

Uniphore

NOVEMBER 11, 2021

Customers unable to access their branch locations increasingly took to digital channels for their customer service needs. Today, conversational AI is helping businesses capitalize on every customer interaction across every channel. For the finance industry, the global pandemic was a watershed moment. Download Now.

Net Promoter Score 130

Net Promoter Score Contact Center NPS Finance 130

SurveySensum

SEPTEMBER 4, 2023

While creating SaaS customer surveys, do you often wonder about the right time to launch these surveys? It’s because SaaS businesses like yours need happy and long-lasting customers. Asking the right questions at the right time helps you see if your customers are happy, if they have any problems, or if they want something new.

Customer Survey 52

Customer Survey NPS Customer Feedback Customer Retention 52

Uniphore

JUNE 15, 2021

You’re listening to your customers on social media—and taking steps to improve their experience—but what about your customer service employees? For contact center and customer experience leaders, the stakes have never been higher. After all, delivering a great customer experience starts with a good employee experience.

CX 162

CX Social Media Contact Center Actionable Insights 162

Totango

JANUARY 26, 2021

Being proactive about churn prevention provides an antidote to customer attrition. Utilizing technology makes it one of the easiest ways to keep more customers. Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn.

Customer Retention 89

Customer Retention Customer Expectations Start-ups Sales 89

SurveySensum

FEBRUARY 2, 2024

I’d say that more than half of the readers would choose the first boutique as it welcomes you and gives you a personalized customer experience. Well, customers now have endless options at their fingertips which means it’s not just about shopping anymore, it’s all about the OVERALL EXPERIENCE. Am I right or am I right?

NPS 52

NPS Net Promoter Score Social Media Customer Satisfaction 52

SurveySensum

FEBRUARY 6, 2024

Launch cancellation surveys – a smart way to find out why customers say goodbye, but in a friendly and helpful way. A cancellation survey is a set of questions sent to users to determine why your customers are leaving. Ideally, this survey will immediately pop up when the user clicks the cancel button.

Customer Feedback 52

Customer Feedback Net Promoter Score Start-ups Text Analytics 52

Lumoa

JANUARY 11, 2022

It is vital for companies to know if their clients and customers are happy with their service and products, and NPS solutions are one of the best ways to find out. Net Promoter Score is a benchmark for customer loyalty that tells how your customers understand your business and feel about it. What Is an NPS Software?

NPS 103

NPS Net Promoter Score Sentiment Analysis AI 103

ClientSuccess

JUNE 8, 2022

As a modern customer success professional, you probably read all the books on delivering incredible customer experiences, follow all the thought leaders on LinkedIn who share tips and tricks on daily customer engagement, and check your favorite blogs regularly to stay up-to-date on industry trends.

Customer Retention 52

Customer Retention Sales Customer Experience 52

Zendesk

OCTOBER 5, 2022

This drives a focus on quality customers rather than quantity, and a need to develop loyalty and reduce churn. To increase net retention, you need to give your customers a reason to stick around even when they could easily switch to another competitor (This is especially true in the SaaS universe). They are in protection mode.

Innovation 98

Innovation CX Omnichannel Predictive Analytics 98

Hodusoft

SEPTEMBER 14, 2023

Especially in the last few years, due to various factors such as cutthroat competition, changing customer behavior, rapidly transforming digital landscape, and more. The expectations of customers have increased dramatically. It’s critical to actively think about the entire customer journey, define it, map it, and document it.”

Start-ups 98

Start-ups Education Invoicing Customer Satisfaction 98

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. But that was before the internet made it possible to deliver highly customized items.

Customer Satisfaction 100

Customer Satisfaction B2C B2B Customer Relationship 100

Fonolo

NOVEMBER 24, 2022

An inbound service contact center has agents answering inbound customer service calls. Appropriate goals might be to improve the customer experience by aiming for faster response time or improved cSat scores. The consequences of faltering include negative word of mouth and poor customer experience — who wants that?

Net Promoter Score 147

Net Promoter Score Contact Center Customer Satisfaction Customer Retention 147

Execs In The Know

MARCH 4, 2022

Customer interactions don’t happen in a vacuum; your customers interact with your company through myriad channels and at many different stages throughout the buyer’s journey. Here’s what you need to know about customer journey analytics, its benefits, and how it works. Definition of Customer Journey Analytics.

Customer Journey Map 98

Customer Journey Map Touchpoint Machine Learning Unstructured Data 98

SurveySensum

JULY 20, 2023

On the verge of giving up, I decided to manually enter the product code, and voila! Imagine if the next customer didn’t bother with entering the code manually and left the store feeling disappointed. Open-ended) That is why you must collect customer feedback at all touchpoints across the customer journey.

Retail 52

Retail Customer Feedback CX Social Media 52

SurveySensum

MARCH 27, 2024

Well, it could be that they are not listening to the voices of their customers properly. So, how can they customize their product according to their customer’s needs and preferences when they do not know the exact pain points of the customer? This is where customer feedback enters the picture!

Customer Feedback 52

Customer Feedback Social Media Touchpoint Text Analytics 52

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates. Onboarding Welcome Messages.

Net Promoter Score 105

Net Promoter Score NPS Start-ups Customer Relationship 105

SurveySensum

SEPTEMBER 8, 2023

However, a detractor ends up costing the company $57 , while a satisfied promoter generates $328 in value. Now, according to Bain & Company, if Dell could turn only 2-8% of those unhappy customers into satisfied ones, they could have boosted their annual revenue by $167 million.

NPS 52

NPS Social Media Customer Satisfaction Customer Loyalty 52

ClearAction

SEPTEMBER 22, 2022

CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience. This is true for customer experience, employee experience, and partner experience management. Lost ROI on customer acquisition cost.

CX 62

CX Sports Non-Profits Touchpoint 62

Totango

JUNE 30, 2021

Knowing how to boost product adoption after onboarding is critical for customer retention. Onboarding is a crucial time to provide the training and resources that customers need to make the most out of your product. These customers run a higher risk of becoming disengaged and churning. What Is Product Adoption?

Customer Retention 94

Customer Retention 94

Totango

OCTOBER 6, 2020

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals.

Construction 105

Construction Education Customer Retention Start-ups 105

Intercom, Inc.

MAY 30, 2019

As a result, we’re looking to start rich dialogues with lots of different people: prospective customers who are talking to Sales, existing customers who are solving issues with Support, and customers who have left for alternative solutions or for other reasons. Listening to your unmet customers.

Sales 194

Sales Start-ups Engineering Voice of the Customer 194

ClientSuccess

SEPTEMBER 28, 2021

While the best parts of working with customers involve forging strong relationships and engagement strategies, there is one downside to the role: customer churn. As hard as you work, there will inevitably be customers who churn throughout your tenure as a CSM. . Why do customers churn?

52

52

SixteenVentures

FEBRUARY 28, 2022

Having worked with hundreds of companies of different sizes, funding stages, and Customer Success maturity, around the world, I’ve boiled down what I believe are the five “secrets” of World-class CSMs. It’s always best to have strong Customer Success leadership, buy-in from Executives, great processes, purpose-built CSM software, etc.

Hospitality 124

Hospitality Hospitality Technology Technology 124

Zendesk

DECEMBER 7, 2021

A great customer experience features efficient and personalized interactions at each step of the buyer’s journey. But in order to achieve this, companies need a way to quickly analyze customer data and act on it. But what exactly does it mean to use AI throughout the customer journey? What is AI customer experience?

AI 97

AI Customer Experience Artificial Intelligence Machine Learning 97