Zendesk

FEBRUARY 29, 2024

Revenue churn rate is a metric that helps businesses identify the monthly revenue they lose with every lost customer. In this guide, we cover the basics of revenue churn, how you can calculate and reduce it, and how being attentive to your customer experience (CX) can make a significant impact. It had an MRR of $50,000 in June.

Customer Retention 52

Customer Retention Customer Acquisition Artificial Intelligence CX 52

Logicalware

APRIL 5, 2022

Atea is the leading provider of IT infrastructure solutions in the Nordic and Baltic regions. Its team of nearly 4,000 consultants work with businesses to help them design, implement and operate complex IT solutions using hardware and software from the world’s top technology vendors. This created several challenges for the company.

Innovation 98

Innovation Hospitality Hospitality Start-ups 98

Intercom, Inc.

NOVEMBER 12, 2020

Over the course of four weeks, we’re exploring some of the key topics around the past, present, and future of retail, looking at the technologies and behaviors that have enabled – and transformed – shopping as we know it. This week, we’re looking at how consumers’ shopping Habits have changed. Learning from B2B. It’s a ritual. The right experience.

Retail 221

Retail B2C B2B Manufacturing 221

Customer Think

NOVEMBER 13, 2021

The term “headless WordPress” has recently become popular. You’ve probably heard about it but aren’t sure what it means. WordPress is a large and incredibly complicated platform, yet it has limitations. It’s a full-featured tool for bloggers and developers with many options, but it doesn’t let you do everything.

Technology 143

Technology Technology 143

Conversation Agent

JULY 25, 2022

Versions of this thought have been part of my conversations with Peter Tunjic for the better part of twenty years. It goes in the same category with “those who do not learn from history are doomed to repeat it.” Consider an example of this concept in a comment about corporate governance Peter posted on a LinkedIn Group ten years ago.

Government 112

Government 112

Shaun Belding

AUGUST 4, 2022

We know that it is the critical opportunity to reinforce to customers that they made a good decision in doing business with us. Why on earth would we want to create barriers to those outcomes? Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.

Customer Service 147

Customer Service 147

Help Scout

AUGUST 22, 2023

How to measure Time To Resolution, why it's important, and our top tips for reducing resolution time for a better customer experience. Read the full article

Customer Experience 85

Customer Experience 85

Adrian Swinscoe

DECEMBER 23, 2022

At a recent event, I spoke to a Chief Technology Officer (CTO) about how it was not untypical for him to have a day of 14 […]. The post Is it time to talk about a more sustainable approach to serving our customers? first appeared on Adrian Swinscoe.

Technology 246

Technology Technology 246

The DiJulius Group

APRIL 1, 2024

A Swedish-based company, Klarna, that offers a buy now pay later option, allowing customers to purchase merchandise from retailers on lay-a-way, has recently shared. Read Full Article The post AI is Replacing Employees; Will it Create an Employer’s Market? appeared first on The DiJulius Group.

AI 95

AI Retail Customer Service 95

Uniphore

DECEMBER 27, 2021

The IT help desk is becoming an increasingly critical component for the hybrid workforce. However, despite its newfound prominence, many help desks struggle to effectively resolve its employees’ issues. Factor in that 33 percent of help desk staff report being dissatisfied, and it isn’t a pretty picture. Conversational AI may be the answer.

Manufacturing 211

Manufacturing AI Engineering Technology 211

Adrian Swinscoe

JULY 14, 2021

In the second half of May, I hosted a webinar discussion on Hyper-Personalisation in Financial Services. I was joined by Ian Ashby, Principal Strategist for Customer […]. The post Hyper-Personalisation in Financial Services: What is it and how to achieve it. first appeared on Adrian Swinscoe.

130

130

Help Scout

FEBRUARY 11, 2022

Customer success boosts lifetime customer value, creates stickier customers, and even provides deeply helpful product insights. Here’s our guide on how to do it well. Read the full article

126

126

Customer Think

JANUARY 17, 2023

To have a successful business, you need to focus on customer marketing. This involves gathering customer data and using it to improve your marketing strategies. Many businesses now use AI-driven customer marketing models, which effectively increase conversions.

AI 110

AI Technology Technology 110

Zendesk

JANUARY 12, 2024

During hypercare, businesses are particularly vigilant and proactive in addressing customer needs, issues, and feedback to ensure a smooth transition and a positive customer experience (CX). There’s a reason why so many people are averse to change. It’s challenging, it’s scary, and it carries the risk of failure.

CX 52

CX Customer Satisfaction Customer Loyalty AI 52

Beyond Philosophy

MAY 11, 2023

I became aware of this deficit after receiving an email from Vijay, one of my podcast listeners, asking me what we had on it. So, to remedy that, today we will focus on what customer engagement is and what you can do to promote more of it in your experiences. Now, obviously, the words have an implied definition. This first one is from HubSpot.

Social Media 157

Social Media Customer Relationship Customer Experience Management Customer Experience 157

Zendesk

JANUARY 30, 2023

In this article we’ll explore what customer sentiment is, how it’s analyzed, and why tracking and understanding it is so important to business success. What is customer sentiment? Customer sentiment is a metric that businesses use to measure how their customers think and feel about their brand. Not convinced? What is customer sentiment analysis?

Sentiment Analysis 98

Sentiment Analysis Net Promoter Score Social Media Actionable Insights 98

Customer Think

APRIL 15, 2024

Sales and sales management is a series of conversations. The quality of your conversations equal the quality of success in life and business. However, an increasing problem in sales is the lack of quality conversations. You sent your team to a great sales training workshop where they learned the right questions to ask. They learned […]

Sales 64

Sales 64

The DiJulius Group

OCTOBER 12, 2021

The statistics are alarming: A record-setting 1 million job openings in the US 5 million workers quit just in quarter 2 of this year 41% of the global workforce would consider leaving their current employer within the next year 54% Gen Z’s are considering quitting A Professional Awakening For so many, the pandemic has been. Read Full Article.

129

129

Hodusoft

FEBRUARY 6, 2024

HoduSoft Ready to Shine at IT EXPO 2024: Showcasing its Powerful Communication Solutions Over the past few years, the communication landscape has undergone major transformations, driven by advanced technologies, changing customer expectations, and an increase in digital platforms.

Omnichannel 52

Omnichannel Social Media Artificial Intelligence Contact Center 52

Help Scout

AUGUST 22, 2023

Customer satisfaction is the pulse beneath most key business metrics. Learn its importance, how to measure it, and six ways to improve it. Read the full article

Customer Satisfaction 75

Customer Satisfaction 75

Heart of the Customer

FEBRUARY 20, 2020

Those chosen for the position often come from Marketing or Customer Support, as those disciplines are thought of as having the most interaction with customers, making them seem like a natural fit. But are those departments really the […]. The post Is IT the ‘It Factor’ for CCOs? appeared first on Heart of the Customer.

CX 114

CX Customer Experience 114

Customer Think

FEBRUARY 10, 2023

Back at the end of January I spoke at the Furniture Marketing Group Symposium in Las Vegas. I talked about building a winning organization and fixing the experience from the inside-out. My focus was on deliberately designing a customer-centric culture,

Customer Loyalty 128

Customer Loyalty Customer Experience 128

PeopleMetrics

JULY 17, 2018

A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). In this book , you’ll see VoC more than any other term, though you can use each of these terms interchangeably. So, what is CX measurement or VoC? Let’s start with what it is not. VoC is about continuous, real-time feedback.

VOC 210

VOC CEM CX Customer Feedback 210

Zendesk

MARCH 31, 2021

This guide will define customer feedback, explain why customer feedback is important, identify different types of customer feedback, and outline tips from customer service experts on how to make the most of it. What is customer feedback? It includes: insights, opinions, reactions, preferences, and complaints about the company’s products or services.

Customer Feedback 95

Customer Feedback VOC Social Media Net Promoter Score 95

Customer Think

FEBRUARY 2, 2024

When it comes to marketing, algorithms, and analytics often take center stage. And in such a scenario, it’s often easy to overlook the timeless power of storytelling. As businesses strive for conversions, sales, and a robust marketing strategy, they sometimes forget that behind every click, purchase, or engagement is a human being.

Sales 78

Sales Customer Loyalty 78

Beyond Philosophy

MAY 6, 2023

.” Often when customers feel this way about your product, service, or experience, they will recommend it to their friends and family—which is an excellent indication of engagement. In this episode, we explore the concept of customer engagement and how you can craft a winning strategy for it in your experiences. Check it out here.

Customer Experience 147

Customer Experience 147

Help Scout

AUGUST 22, 2023

B2B customer service has some challenges that B2C customer service doesn’t. Learn what B2B customer service is and 6 ways to excel at it. Read the full article

B2B 75

B2B Customer Service B2C 75

MyCustomer Experience

FEBRUARY 28, 2023

CX Design: What It Is, How It Works, and How It Creates Experience Improvement If you’ve ever heard the terms “CX” or “customer experience. 28th Feb 2023 By Simon Fraser

CX 105

CX Customer Experience 105

Customer Think

JUNE 24, 2023

I was speaking with a friend recently who had some car trouble. Hers is a fancy car (much more fancy than mine) and she’s used to having concierge-type service and treated very well by her car company when she needs help. However, on this instanc.

Customer Experience 98

Customer Experience 98

Comm100

AUGUST 1, 2023

Personalization in customer service – What is it and how to deliver it 71% of consumers expect companies to deliver personalized interactions, according to the latest McKinsey & Co. 76% get frustrated when this doesn’t happen. In today’s digital world, delivering exceptional customer service is paramount to gaining a competitive edge.

Customer Service 63

Customer Service Omnichannel Customer Satisfaction Touchpoint 63