ClientSuccess

JULY 9, 2019

The CEO and the COO recognized our efforts and gave me the opportunity to step into a new role to build out the post-sale strategy and a small team for that new product. How can I create advocates when I’m not a genuine advocate myself? You’ll find or create your passion along the way. Question 2. Where should I begin?

Start-ups 40

Start-ups NPS Finance Technology 40

Intercom

JUNE 15, 2023

” Here are some of the key takeaways, applicable not only in healthcare settings, but in any customer service interaction: Creating a welcoming and comforting environment in healthcare not only leads to improved clinical outcomes but it reduces malpractice risks, bad reviews, and other administrative burdens.

Healthcare 52

Healthcare Education Customer Service Hospitality 52

Help Scout

APRIL 27, 2021

Still, by incorporating a few core principles into your business model, you can integrate customer happiness into everything you do. Customer happiness is the level of loyalty and satisfaction that your customers experience after engaging with your product or team. They tell their friends about how awesome you are.

Net Promoter Score 135

Net Promoter Score Customer Satisfaction Social Media NPS 135

Aquire

JANUARY 20, 2022

Clearly established guidelines for how your support team deals with customer interactions, as well as measurable benchmarks to track the effectiveness of your customer support strategies, help ensure consistent service across the whole customer journey — regardless of the channels or team members involved. WHITEPAPER.

Customer Service 52

Customer Service Customer Journey Map Social Media Net Promoter Score 52

SurveySensum

JULY 14, 2020

A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams. With over 15 years of experience in customer success, Chad Horenfeldt has a proven reputation as a driven, creative, outcome-focused leader specialized in building and developing Customer Success teams.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

ClearAction

OCTOBER 2, 2017

Your whole customer experience team can identify their ratings on each element of this equation and learn how to increase trust. 2) Stakeholders’ Language : learn the jargon and care-abouts of your C-team and of each functional area. Think of yourself as coach of a sports team to draw inspiration for your storytelling role.

Customer Experience 78

Customer Experience Voice of the Customer Customer Journey Map Sports 78

Lumoa

MARCH 20, 2018

According to Forrester , the ladder to customer-centric transformation consists of 5 steps: Secure the executive support : customer experience transformation is set up from the top. Build a cross-functional CX team : get the key players from the whole company (chief executives, heads of departments) onboard CX transformation.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

ClientSuccess

SEPTEMBER 24, 2019

For example, with the sales team we might consider how customer success can help the company become more commercial in the way we pitch products. We’re fortunate enough to not only have clients throughout the entire country but our team works that way as well. and look at how we can establish internal alignment.

Engineering 40

Engineering NPS Start-ups Sales 40

Lumoa

MARCH 20, 2018

According to Forrester , the ladder to customer-centric transformation consists of 5 steps: Secure the executive support : customer experience transformation is set up from the top. Build a cross-functional CX team : get the key players from the whole company (chief executives, heads of departments) onboard CX transformation.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Help Scout

AUGUST 19, 2021

When a customer hits a snag while using your product, the first thing they interact with won’t likely be a helpful member of your team — it’s more often a knowledge base article. But as Kathy Sierra shares in her book Making Users Awesome , companies often drop the ball with post-purchase publishing. What is a knowledge base article?

Start-ups 126

Start-ups Education Engineering Customer Experience 126

SixteenVentures

DECEMBER 31, 2019

I also spoke to thousands of people at workshops and events all around the United States and the world – including 5 trips to Brazil – and helped companies grow and spread the word about Customer Success-driven Growth. and we’re getting some great reviews, which is awesome. 5 Fatal Flaws of most Customer Journey Maps.

Start-ups 136

Start-ups Sales NPS Non-Profits 136