Comm100

APRIL 12, 2023

Since 2016, the United Kingdom’s National Health Service has enforced the Accessible Information Standard. In December 2022, Health Canada published its first Accessibility Plan. For additional customization, Comm100 Live Chat also supports text resizing up to 200% and adjustable text colors.

Healthcare 83

Healthcare Education Government Technology 83

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

Finance 91

Finance Customer Retention Sales Technology 91

Totango

DECEMBER 3, 2021

Customer health is a critical component of your overall customer success program. More than just customer satisfaction, customer health software helps measure the value customers are or are not receiving from your solution, allowing you to make necessary adjustments to your overall journey.

Invoicing 92

Invoicing Customer Satisfaction NPS Start-ups 92

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. The best of customer success At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.

Outlook 112

Outlook Customer Satisfaction Customer Feedback Gaming 112

Totango

MAY 17, 2023

When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities. VP of Customer Success at Veriforce, Andy Kearney. The idea that CS can own the entire customer journey is both unrealistic and outdated.

Sales 106

Sales Sports AI Touchpoint 106

Zendesk

OCTOBER 7, 2021

As a company that builds software to help improve customer relationships, Zendesk has always considered human connection to be crucial to well-being. Lack of human connection, and a related lack of a sense of belonging, are also at the root of many mental health problems, including a worldwide loneliness epidemic , to name just one.

Hospitality 98

Hospitality Hospitality Case Management Education 98

ClientSuccess

MAY 25, 2023

ClientSuccess launches SmartCS , its groundbreaking AI-driven solution designed to empower customer success managers and executives with data-driven insights, optimized workflows, prescriptive recommendations, and intelligent actions.

Net Promoter Score 81

Net Promoter Score AI Unstructured Data NPS 81

Totango

OCTOBER 25, 2023

Brent Cogswell, Head of Customer Success at Schneider Electric, shares the organization’s principles and milestones for building a customer success strategy that unites the company and their customers around a shared mission. “It Our mission to unify the customer journey started with a focus on our recurring digital services.

Customer Experience 106

Customer Experience Finance Government Engineering 106

Totango

JUNE 15, 2022

While the uncertainty that comes along with rising interest rates and a falling stock market can be scary, there is a silver lining: your current customer base. During periods of economic instability, your customer base may be the only growth channel on which you can depend. Treat the Customer Journey as a Product.

Touchpoint 95

Touchpoint Start-ups NPS CRM 95

Intercom, Inc.

MAY 20, 2020

As customer success managers, we wear many hats. We need to stay on top of market trends and product updates, all while making sure our customers become wildly successful. During times of rapid change, juggling everything on our plates, along with everything on our customers’ plates, can feel like a herculean task.

Sales 223

Sales Start-ups Customer Experience 223

The Customer Service Blog

NOVEMBER 15, 2023

Banks, building societies, investment and insurance firms, as well as many other types of business, are being told to “put their customers’ needs first”. Yet, trust in financial services is low: the FCA recently found that just 36% of UK adults see most financial providers as honest and transparent in how they treat customers.

Gambling 83

Gambling Finance Customer Service 83

Intercom, Inc.

MAY 11, 2022

At Intercom, keeping it simple means being deliberate about getting things into our customers’ hands in the most straightforward way. Keeping things simple leads to solutions that are easier to build and maintain, and more intuitive for our customers. At Intercom, we steer away from complexity and keep things simple.

Engineering 145

Engineering Start-ups Innovation Technology 145

Callminer

SEPTEMBER 1, 2020

After months of organizing, and re-organizing, we’re proud to say that our first virtual Customer Engagement Transformation Exchange (CETX) was a success! The two-day event – hosted by bestselling author and customer service and experience expert, Shep Hyken – featured dynamic keynote presentations from four of renowned CX experts.

VOE 182

VOE Artificial Intelligence Contact Center Entertainment 182

Totango

NOVEMBER 23, 2021

Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. There are some common symptoms that your current system is no longer up to the task of managing your customer’s success needs. Your CRM Can’t Handle Your Workload Anymore.

Net Promoter Score 91

Net Promoter Score CRM Customer Feedback Sales 91

Totango

SEPTEMBER 15, 2022

Customer Success Dashboard Metrics: Nine Top KPIs You Need to Monitor. A customer success dashboard provides a powerful tool for tracking key performance indicators (KPIs) and ensuring that your clients are experiencing satisfying outcomes. But the number of customer success metrics SaaS providers can track is extensive.

Net Promoter Score 92

Net Promoter Score NPS Customer Acquisition Customer Satisfaction 92

Help Scout

JULY 1, 2021

Often, customer service skills are transferable; however, in some cases there are significant differences that make things a bit more complicated. Take healthcare, for example: Outside of differing cultural norms, there are also laws pertaining to things like storing information or interacting with customers.

Healthcare 105

Healthcare Customer Service Legal Compliance 105

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

Intercom, Inc.

OCTOBER 13, 2021

We noticed several issues we’d seen block teams in the past, such as siloing of knowledge, constant context-switching, and deprioritization of important system health issues. Assigning one engineer instead of two doesn’t necessarily double the efficiency or quality of the outcome, it just increases the risk of failure points.

Engineering 129

Engineering 129

Beyond Philosophy

MARCH 10, 2020

Psychologists call this a Fundamental Attribution Error (FAE), and it can wreak havoc on your customer-driven growth. . We explored FAEs in our latest podcast and the effect they can have on your Customer Experience outcome. The danger with FAE is it leads to a total misinterpretation of customers.

Business Growth 179

Business Growth Customer Experience Start-ups Sales 179

Beyond Philosophy

NOVEMBER 6, 2021

The 5 Rules to Dramatically Improve The Way you Deal with Customer Complaints. Many organizations have the wrong approach to customer complaints. However, complaints can be a great way to get real-time feedback on moments in your Customer Experience. Key Ideas to Improve your Customer Experience.

Management Consulting 97

Management Consulting Customer Experience CX 97

ECXO

APRIL 2, 2023

Both are based on the concept of continual improvement by learning from past successes and failures to identify and implement changes to increase customer satisfaction by delivering value and meeting or exceeding expectations.

Close the Loop 128

Close the Loop CX Net Promoter Score Sentiment Analysis 128

Totango

JULY 26, 2022

Protecting and growing your current customer base should be your top priority right now, but how do you do that when your marketing and sales budgets have been slashed and hiring has stopped? This is a tall order but with the right customer success platform, you can accomplish all of this and much more.

NPS 111

NPS Sales Innovation Technology 111

Execs In The Know

APRIL 29, 2022

The COVID-19 pandemic has changed the way customers think – and what they want. Most consumers report that they are expecting the global health crisis to kickstart business improvements and innovation and accelerate digitization, while overall they are looking for a cohesive, safe, and customized experience.

CX 98

CX Actionable Insights Touchpoint Technology 98

Steven Van Belleghem

JANUARY 17, 2023

Shep Hyken’s Customer Service Blog. Shep Hyken is a customer service and experience expert, the Chief Amazement Officer of Shepard Presentations, Forbes contributor and a New York Times and Wall Street Journal bestselling author. Blake Morgan is a customer experience futurist, author and keynote speaker. Check it here.

Customer Experience 142

Customer Experience CX Innovation B2B 142

Beyond Philosophy

JUNE 19, 2021

The psychology that drives how people make decisions has far-reaching and critical influences on how people act as customers. We often hear about small changes that make a big difference on the outcome when you read about the experiments that prove the theories the science produces. Key Ideas to Improve your Customer Experience.

Management Consulting 88

Management Consulting Customer Experience CX 88

Beyond Philosophy

JULY 3, 2021

Whatever the reason may be, you have outsourced part of your Customer Experience. After all, customers do not distinguish between the part of the experience you provide and the part your third-party does. Key Ideas to Improve your Customer Experience. Customer Experience Information & Resources.

Customer Experience 109

Customer Experience Management Consulting Customer Expectations CX 109

Intercom, Inc.

SEPTEMBER 2, 2020

In the not-too-distant past, customer support was viewed as a cost center – a necessary, but non-profitable, part of a business. Today, more and more businesses are realizing the true bottom-line value that incredible customer service brings to a business – customer loyalty , retention, and advocacy to name but a few.

Non-Profits 190

Non-Profits Customer Retention Customer Loyalty Customer Satisfaction 190

Beyond Philosophy

MAY 22, 2021

In the early days of my career, I thought the customer was always right. The idea that one should fire a customer sometimes would have sounded like madness to me. However, as I have matured over the following four decades, I learned that sometimes the customer is not right. You should fire customers in these cases.

Net Promoter Score 109

Net Promoter Score Management Consulting NPS Customer Relationship 109

Beyond Philosophy

JUNE 12, 2021

These things are part of three news stories that can provide insight into improving your Customer Experience. However, in this episode, we explore the lessons we can gain from the pain of three organization’s Customer Experience mistakes and avoid making the same ones. Key Ideas to Improve your Customer Experience.

Customer Experience 103

Customer Experience Management Consulting CX 103

ClientSuccess

APRIL 26, 2022

. Customer success, like many other departments, thrives on data and metrics. Customer success teams work directly with customers – the most valuable asset for any SaaS organization – ensuring ongoing service and customer satisfaction is paramount. . What is a Customer Health Score .

Customer Satisfaction 59

Customer Satisfaction Customer Loyalty 59

Experience Investigators

SEPTEMBER 5, 2023

“We are dedicated to becoming a customer-centric company.” HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? 5 Steps to Take To Be More Customer-Centric 1. WHY is this idea of “customer-centricity” so challenging? Here’s your training guide.

Customer Journey Map 98

Customer Journey Map Customer-Centric Organization Start-ups Customer Feedback 98

Lightico

FEBRUARY 7, 2022

Engaging and motivating patients to be more proactive in adhering to treatments, preventions and services that can improve their health and well-being is vital to providers to improve healthcare outcomes and greatly reduce strain and costs on the system through successful prevention. Automated patient check-in.

Healthcare 52

Healthcare Compliance Education Contact Center 52

Execs In The Know

APRIL 9, 2024

Having spent the majority of my career in the customer care industry, I’ve had the opportunity to watch the continuous advancement of new and smarter technologies that improve contact center performance. Today’s customer care organizations continue to experience higher attrition rates than other industries.

Contact Center 52

Contact Center AI Technology Technology 52

Totango

APRIL 18, 2023

As businesses are laser-focused on retaining and growing current clients, they’re turning to their customer success (CS) teams and leaders to make it happen. AI-enabled integrations will help you improve data workflows like these and reduce the time and resources that would otherwise be needed. This is the moment for CS to shine.

Innovation 98

Innovation AI Engineering Sales 98

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. We’ll walk you through a five-step strategy to promote customer success using playbooks.

Customer Retention 86

Customer Retention Construction Touchpoint Gaming 86

Beyond Philosophy

JANUARY 23, 2021

We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. In other words, there is no one thing, but many things that you should do to improve your Customer Experience in 2021.

Customer Experience 88

Customer Experience Management Consulting CX 88

Bill Quiseng

MARCH 15, 2022

In the past, businesses served to sell products or services to customers. Recently businesses served to satisfy customers. Satisfied customers feel service is good, not better, just average. And satisfied customers will leave when they find something better or less expensive. Nobody raves about average. has the answer.

Non-Profits 103

Non-Profits Hospitality Hospitality CX 103