Inside Customer Service

MAY 11, 2023

You've sent your team through customer service training. I've repeatedly used them to demonstrate the impact of customer service training to executives. Why evaluate customer service training? Measuring your customer service training programs allows you to answer the tough questions you’ll inevitably get from executives.

Mystery Shopper 182

Mystery Shopper Customer Service Mystery Shopping Start-ups 182

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.

Touchpoint 103

Touchpoint AI Gaming Innovation 103

ECXO

APRIL 18, 2024

Delving into Digital Conversations for Business Survival or Irrelevance, featuring Paolo Fabrizio The European Customer Experience Organization (ECXO) is delighted to announce our upcoming session on AI digital conversations, a topic of utmost importance in today’s business landscape. Born and bred in Milan, Italy.

B2B 111

B2B AI CX Customer Service 111

Beyond Philosophy

APRIL 12, 2024

Therefore, it is important to remember that context and who’s doing the personalizing matter. Graham Hill on LinkedIn – he’s all about putting the “customer” back in personalization. We explain why brands should always consider who you’re talking to, how you’re doing it, and why.

Gaming 89

Gaming Customer Relationship Sales Technology 89

Beyond Philosophy

APRIL 19, 2024

In this episode, we explore why storytelling is such a powerful tool in a marketer’s toolbox and how you can tell compelling ones to your customers. You will also learn: The importance of storytelling in marketing and communication. Stories are an essential part of the human experience.

Innovation 89

Innovation CX 89

Intercom, Inc.

JULY 26, 2022

Customer success is a business effort to help your customers achieve their objectives. . As the name implies, customer success involves working with your customer to discover how your products and/or services can best empower them to reach their goals and objectives. . That’s an example of customer success.

B2B 129

B2B B2C Education Customer Retention 129

Totango

NOVEMBER 14, 2023

As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. By having access to valuable insights, you can better gauge customer needs and anticipate potential issues.

Customer Relationship 94

Customer Relationship Actionable Insights Customer Relationship Management Start-ups 94

Bill Quiseng

DECEMBER 6, 2023

ASSETS Your employees are not your most important assets. FIND KEEP Your business success is not dependent on how many candidates you find. Ultimately, your employees will exceed customer expectations. HEARTS If you want to win the hearts of your customers, you, first, must win the hearts of your employees.

Social Media 158

Social Media Customer Loyalty Customer Expectations Customer Service 158

Intercom, Inc.

MAY 26, 2022

First contact resolution (FCR) is a metric that measures how often your customers’ queries are resolved after their first call, email, text, or chat session with your company’s support team(s). It provides a view on how efficient your company is at responding to your customers’ challenges. . What is the first contact resolution rate?

Net Promoter Score 210

Net Promoter Score Customer Satisfaction Customer Service 210

Totango

OCTOBER 18, 2023

Leader” in the Grid® Report for Customer Success Software and “Leader” in Grid® Report for Customer Data Platform are two of our favorites and clearly demonstrate our commitment to driving customer business results. Totango accelerates revenue retention and customer growth Last month at Totango Live! ,

Customer Journey Map 101

Customer Journey Map Touchpoint Start-ups Business Growth 101

Intercom, Inc.

DECEMBER 22, 2020

This year, we launched Scale , a new content strand focusing on how industry leaders are propelling their companies forward by keeping their customers front and center. . When we created Scale, we had no idea what the year would hold in store; we simply knew that investing in long-term customer relationships was the key to success.

Customer Relationship 220

Customer Relationship Customer Loyalty CX Sales 220

Totango

FEBRUARY 9, 2024

Similarly, to be successful, an enterprise needs to be able to prevent churn and increase revenue growth. That’s why it is important to understand and track both gross retention and net retention. However, it does not factor in any additional revenue from customers who increased their average spend. What is net retention?

Outlook 108

Outlook Customer Acquisition Start-ups Customer Retention 108

Intercom, Inc.

MARCH 25, 2021

At Intercom, the security and protection of our customers’ data is of the utmost importance. However, information security remains a top priority, which is where HIPAA becomes important. What is HIPAA? This is allowing for improved patient experience, increased workflow efficiency, and effective data management.

Healthcare 268

Healthcare Compliance Government Technology 268

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Business Growth 99

Business Growth Customer Journey Map Gaming Sales 99

Beyond Philosophy

APRIL 25, 2024

Storytelling is an essential part of communication with customers, too. Today, we examine why storytelling is a powerful tool in a marketer’s toolbox. If you like the idea of the founder coming from humble beginnings or the tale of a successful person being self-made, it might be because you can relate to them.

Engineering 78

Engineering Education Start-ups Customer Experience 78

Intercom

APRIL 25, 2024

In the customer service and customer experience spaces, there’s a lot of discussion happening about what the future of the human-AI partnership will look like – and more specifically, what role will humans play in this new dynamic. The answer? But AI is reliant on human input.

AI 52

AI CX Customer Service Technology 52

Fonolo

MARCH 16, 2023

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. I think the more companies focus on customer care analytics over marketing analytics, the better. FACT: KPIs change, but one thing stays the same: customers hate hold time.

Contact Center 151

Contact Center Sentiment Analysis NPS Customer Satisfaction 151

Experience Investigators

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. What’s the difference?

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Execs In The Know

APRIL 10, 2024

In today’s competitive marketplace, the ability to listen to and act upon feedback is not just a nice-to-have; it’s a critical component of a brand’s success strategy. Understanding your customers’ needs, expectations, and experiences is pivotal in today’s hyper-connected world.

Customer Feedback 52

Customer Feedback Innovation Artificial Intelligence Social Media 52

Experience Investigators

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience.

CX 110

CX Customer Experience Customer Journey Map Net Promoter Score 110

Totango

NOVEMBER 27, 2023

We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. However, as the focus on retention and expansion to drive growth has become more pertinent, the role of CS has also sharpened to focusing more on driving and ensuring customer value.

Sales 71

Sales 71

ECXO

JUNE 13, 2023

Real-time marketing is about engaging with the customer whenever and wherever they are in their buying journey. Making the most of customer data by using analytics to better understand who your customers are (and what they want) can help you create better real-time customer experiences.

Predictive Analytics 133

Predictive Analytics Government Sales Customer Retention 133

Execs In The Know

APRIL 7, 2024

By Lilith Shoemaker, Staff Writer As an agent, I understand the customer-facing side of the service experience better than most. WFM gives us agents the ability to bring needs together to improve the customer experience, get the resources we need to do our job well, and achieve the best work-life balance possible.

Scorecard 52

Scorecard Start-ups Education Customer Experience 52

Totango

JUNE 15, 2022

We’ve been here before, however, and we know that during uncertain times, protecting your customer base is the most important thing you can do for your business. Customer retention is the lifeblood of recurring revenue enterprises, no matter what the external economic circumstances may be.

Customer Acquisition 101

Customer Acquisition Customer Relationship Customer Retention Start-ups 101

Totango

JULY 11, 2023

G2 recognizes Totango as a leader in customer success G2 , the software industry’s largest and most trusted marketplace, unveiled their 2023 summer report, and there are cheers all-around, as Totango was honored with 15 leader badges, including “Most Implementable” in the Enterprise Implementation Index for Customer Success software!

Customer Journey Map 82

Customer Journey Map Sports Innovation Touchpoint 82

Experience Investigators

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

Net Promoter Score 52

Net Promoter Score CEM CX Customer Experience 52

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies.

Touchpoint 80

Touchpoint Education Customer Retention Customer Loyalty 80

Totango

NOVEMBER 14, 2023

As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. By having access to valuable insights, you can better gauge customer needs and anticipate potential issues.

Customer Relationship 62

Customer Relationship Actionable Insights Customer Relationship Management Start-ups 62

Experience Investigators

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. The Common Method of Customer Experience Training.

Education 137

Education CX Customer Feedback Customer Relationship Management 137

Execs In The Know

APRIL 26, 2023

After all, it’s no secret that doing things the same way as everyone else doesn’t always benefit an organization’s success. To ensure that organizational transformation is a successful undertaking, it is important to understand not only the benefits but also how to overcome potential pitfalls.

CX 98

CX Innovation Artificial Intelligence Gaming 98

Beyond Philosophy

APRIL 18, 2024

So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out. To clarify, there is nothing wrong with this approach, and, in some cases, leveraging technology for personalization can be very successful for these business models.

Technology 78

Technology Technology Business Operations Customer Relationship 78

Experience Investigators

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up.

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136

Intercom

NOVEMBER 29, 2023

The rules of customer support are being totally rewritten, and anyone who thought “this whole AI thing” would eventually blow over is updating their predictions. For support leaders watching the world of customer support transform, it’s natural to feel ill-equipped for this new era.

Customer Service 89

Customer Service AI Start-ups Innovation 89

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture.

Customer Experience 101

Customer Experience Start-ups Customer Feedback Sales 101

Zendesk

MARCH 18, 2024

Everyone has needs – our customers, our company, and the agents too. I was an agent (I’m now a Customer Success Manager) so I get this side of the barricade better than most. Because that leads to overall success and happiness for us and our customers 2.

Scorecard 52

Scorecard Start-ups Education CX 52

Execs In The Know

FEBRUARY 6, 2024

In today’s fast-evolving business landscape, the emergence of the experience economy and digital transformation has significantly altered how organizations interact with their customers and employees. Let’s take a look at the concept of total experience (TX) , an approach that could redefine your business’s strategy for success.

CX 102

CX Business Growth Technology Technology 102