Totango

APRIL 4, 2024

“What’s your company’s most important business outcome in 2024?” If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Break down barriers: Give sales and CS clearly defined roles Silos lead to misunderstandings and the loss of winnable customers.

Sales 89

Sales Start-ups Gaming Customer Satisfaction 89

Shep Hyken

JUNE 1, 2022

In medical terms, the Mayo Clinic says a narcissistic personality disorder is a mental condition in which people have an inflated sense of their own importance, a deep need for excessive attention and admiration, and a lack of empathy for others. Positive ratings may indicate you did a great job for the customer.

Customer Experience 116

Customer Experience Customer Service Customer Feedback 116

Customer Service Life

JANUARY 31, 2024

I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing quality.” He helped me create a basic form with a somewhat elaborate scoring system and I began scoring my team’s interactions with customers.

Contact Center 83

Contact Center Start-ups Customer Satisfaction Customer Service 83

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Customer empathy is at the heart of Lush’s approach to building trust with its customers.

Customer Experience 169

Customer Experience Social Media Manufacturing Gaming 169

Inside Customer Service

MARCH 30, 2023

And, I'll also explain why you should never hire an external trainer to deliver the training. And, I'll also explain why you should never hire an external trainer to deliver the training. Service Culture: a culture where employees act in service to customers. You want to build a service culture. Naturally, you think of training.

Construction 183

Construction Customer Service Customer Experience 183

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 113

Outlook Customer Satisfaction Customer Feedback Gaming 113

Experience Investigators

APRIL 2, 2024

Your relationship with customers is built one step at a time. Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. And for good reason!

Touchpoint 52

Touchpoint Customer Journey Map Artificial Intelligence Customer Experience 52

ECXO

FEBRUARY 26, 2024

However, I also realized that many are not sure how to develop intentional positive experiences with a clear understanding of how people react to stimuli and that in the end, it’s about making decisions. And this led me to write this article. BUT WHY YOU SHOULD BE THINKING ABOUT IT? Isn’t that exciting?

E-commerce 106

E-commerce Sales Social Media CX 106

Intercom, Inc.

MARCH 16, 2021

Today, customer expectations are at an all-time high. A proactive customer support approach is the key to regaining control. But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need. Why proactive support is your first line of defense.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Shep Hyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. Here are my top five picks from last week.

Customer Service 134

Customer Service B2C Customer Loyalty B2B 134

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Lumoa

MAY 9, 2023

In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. As a result, organizations can boost customer satisfaction and loyalty, paving the way for sustained revenue growth. In This Article: Why is Sentiment Analysis on Customer Feedback Important?

Sentiment Analysis 83

Sentiment Analysis Customer Feedback Customer Experience Actionable Insights 83

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

NPS 157

NPS Touchpoint Construction Sentiment Analysis 157

Customer Service Life

FEBRUARY 10, 2020

2019 was a great year and as we’ve done in the past, I want to take a few moments to share some articles and accolades we’ve been a part of. This article features incredible contributions from the CX Accelerator community. Without spoiling the entire article, Captain America ended up getting the job.

Customer Service 149

Customer Service Contact Center AI Customer Loyalty 149

Beyond Philosophy

FEBRUARY 1, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Customer research is an essential part of managing their experiences to foster customer loyalty. Seven years is a long time relative to customer markets.

Customer Loyalty 78

Customer Loyalty Start-ups 78

Lumoa

FEBRUARY 16, 2023

It’s important for your business to understand your customers. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. One of the best analysis techniques available is the voice of customer (VoC) template. Business owners have always sought out customer opinions.

VOC 94

VOC Unstructured Data Customer Feedback Net Promoter Score 94

Shep Hyken

AUGUST 27, 2021

This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. He writes about how customer experience can determine the lifeline of a business. It is the volume of customers that makes the difference to a considerable extent.

Customer Experience 136

Customer Experience Finance Touchpoint Customer Satisfaction 136

Intercom, Inc.

JULY 22, 2019

But the reality is, for your customer support team, the work has only just begun. Why doesn’t it do X or Y?” “Why Why does it look funny in Internet Explorer?”. These articles empower customers to get started with new features and see the value in them, all on their own. How does it work?” “Why

Start-ups 177

Start-ups Engineering Machine Learning Sales 177

Shep Hyken

DECEMBER 8, 2021

The other day my friend asked me, “Is mediocrity the new customer experience?” He mentioned how he’s had to wait longer when he called customer support and that there weren’t enough cashiers at the grocery store. . I’ve already written several articles about this ugly word, and I thought it was time to introduce it here.

Customer Service 132

Customer Service Customer Experience 132

Experience Investigators

APRIL 2, 2024

Your relationship with customers is built one step at a time. Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. And for good reason!

Touchpoint 49

Touchpoint Customer Journey Map Artificial Intelligence Customer Experience 49

Shep Hyken

JUNE 25, 2021

This week we feature an article by Annette Franz, CCXP, the founder and CEO of CX Journey Inc. It’s a great reminder that you can drive change – lasting change – when you do a few simple, yet often forgotten, things. If she doesn’t live the core values, why should you? How do leaders drive (lasting) change? .

Sports 102

Sports VOC Voice of the Customer CX 102

Lumoa

JANUARY 5, 2023

Let’s face it – measuring customer satisfaction is no easy feat. It’s crucial to understand what your customers are thinking, but it can often be difficult to pin down the specifics of their opinions and experiences with your business. That’s why we’re here to help! What Is Customer Satisfaction?

Customer Satisfaction 83

Customer Satisfaction Customer Feedback Close the Loop Customer Experience 83

Zendesk

MAY 25, 2022

But only when I joined Tymeshift did I feel like I’d really entered the CX community, learned the ins and outs, and saw how important it is: not just for me, but for my whole company. Susana de Sousa spent four years working on Airbnb’s Customer Experience. It will also impact you on a more personal level.

CX 98

CX Social Media Start-ups Sports 98

Totango

MARCH 1, 2022

I think it’s really important to support more women in tech and leadership roles and I think the number one thing we need to do first is to actually show that it’s possible.”. “I Why do you think we need more women in tech? KY: Great mentors, and internal opportunities to shine and be visible within the organization.

Education 101

Education Technology Technology Start-ups 101

Shep Hyken

AUGUST 2, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Experience Strategies to Annoy or Delight Your Customers by Phil Britt. And yet, they happen.

Customer Service 86

Customer Service Hospitality Hospitality Customer Loyalty 86

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. But the need to deliver an outstanding customer experience hasn’t. According to research, 95% of consumers believe customer experience is the key to brand loyalty. Where and how they take place has changed, of course.

Retail 94

Retail Net Promoter Score Customer Experience CX 94

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. How to put the “customer” in “customer experience”.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

Voice of the Customer 169

Voice of the Customer VOC Social Media NPS 169

Shep Hyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Regardless of the type of business you are in, I believe it’s important to have a “hospitality mentality.”

Customer Service 65

Customer Service Hospitality Hospitality Customer Experience 65

Shep Hyken

JUNE 13, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: We kick off this week’s Top Five with an article about the subscription model. This article has the answer.

Customer Service 61

Customer Service Artificial Intelligence AI Sports 61

CSAT.AI

NOVEMBER 2, 2022

No longer silently taking poor treatment, employees and customers pushed back: employees via the Great Resignation, and customers with changing brand loyalty. The Great Quit, aka The Great Resignation or The Great Upgrade. For those in lower paying sectors this surge has also been called The Great Upgrade.

CX 82

CX Customer Service Non-Profits Sentiment Analysis 82

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). That’s where customer experience platforms come in.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Shep Hyken

APRIL 18, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Tracking Customer Experience? This is the ‘customer experience gap.’

Customer Service 65

Customer Service Retail CX Start-ups 65

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 83

Customer Journey Map Sports Innovation Touchpoint 83

Shep Hyken

NOVEMBER 18, 2022

This week, we feature an article by Kateryna Boiko, Marketing Director at Mobilunity , an organization that provides dedicated digital marketing and development teams to companies worldwide. She shares the benefits of having dedicated customer support in B2B organizations. Benefits of dedicated customer support .

B2B 61

B2B Legal Engineering Sales 61

Intercom, Inc.

FEBRUARY 28, 2018

Six years ago, Intercom invented business messaging – helping internet businesses interact with their customers in a personal, scalable way that had never been done before. We are laser focused on driving breakthrough innovations which help our customers grow their businesses efficiently. Ann joined us this past May.

Engineering 195

Engineering Machine Learning Innovation Sales 195

Totango

JULY 15, 2021

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. What Does a Chief Customer Officer Do? Let’s explore.

Start-ups 124

Start-ups Customer Relationship Education Customer Retention 124