Win the Customer

SEPTEMBER 11, 2023

Delivering an exceptional customer experience (CX) isn’t just a nice-to-have—it’s a strategic imperative. In this blog post, we’ll delve into the crucial Key Performance Indicators (KPIs) that define CX success and show you how to leverage them for maximum impact. This is where CX metrics for success come into play.

Net Promoter Score 59

Net Promoter Score CX Customer Experience NPS 59

Totango

JULY 15, 2022

Detecting and protecting at-risk customers is important even in the best of times, but it is especially critical during times of economic instability when your current customer base is your greatest (and perhaps only) source of dependable revenue growth. . Leveraging the Detect Risk SuccessBLOC and Avoid Customer Churn .

Scorecard 85

Scorecard Start-ups Customer Relationship Customer Experience 85

SurveySensum

OCTOBER 19, 2023

And even the customers started showing dissatisfaction. So, to address this crisis, you decided to conduct a product survey, with the help of an efficient product feedback platform, to understand your customers’ experiences and reasons for declining sales and dissatisfaction with your smartphone.

Customer Satisfaction 52

Customer Satisfaction Structured Data Social Media Start-ups 52

SurveySensum

DECEMBER 22, 2023

Recently, I contacted the customer support of an electronics brand to address an AC installation issue. Despite my dissatisfaction, I gave the rating to avoid negatively affecting someone’s livelihood. Despite having to go through two channels and repeating my problem, I was assured that it would be resolved in 4-5 days.

NPS 52

NPS Gaming Education Customer Satisfaction 52

Totango

JULY 19, 2022

How Your Customer Success Platform Can Replace Your CRM. Recurring-revenue businesses succeed by nurturing customer relationships over the entire lifecycle. However, a traditional CRM focuses just on the transaction stage of the customer relationship rather than cultivating growth across the entire customer journey.

CRM 90

CRM Customer Relationship Customer Acquisition Start-ups 90

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. lose it and fight with the customer…”.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Totango

OCTOBER 20, 2020

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience.

Customer Experience 85

Customer Experience Net Promoter Score NPS Education 85

Totango

OCTOBER 13, 2021

For effective customer success , respond to upset customer downgrades proactively. In fact, you can use a downgrade as an opportunity to remind customers of the value of your product and the quality of your customer service, giving them a potential incentive to upgrade again. Deliver Excellent Customer Experience.

Start-ups 103

Start-ups Sales Customer Experience Customer Service 103

Totango

JULY 5, 2022

In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift. You need to be able to retain and scale your current customer base efficiently, with the current resources you have rather than adding more. . Dive into Customer Health. Identify At-Risk Customers .

Net Promoter Score 98

Net Promoter Score Start-ups NPS Customer Relationship 98

Hodusoft

JUNE 8, 2022

Running a call center is stressful as there are hundreds, if not thousands, of calls that you have to manage every day while ensuring to deliver outstanding customer service. There’s no denying that call centers are complex operating environments and their primary goal is to deliver an outstanding customer experience.

Net Promoter Score 98

Net Promoter Score Customer Satisfaction Customer Retention NPS 98

Totango

JUNE 25, 2021

Escalation processes can determine whether a customer renews or churns. This makes your escalation management strategy a key to effective customer retention. In this blog, we’ll highlight some ways smart use of automation can help you improve your escalation processes. What Is a Customer Escalation?

Customer Experience 62

Customer Experience Start-ups Customer Retention Technology 62

Totango

SEPTEMBER 23, 2021

In this post, we’ll focus on this important customer satisfaction metric. We’ll discuss how to measure CSAT within the context of your customer lifecycle. CSAT stands for customer satisfaction or, when referred to as a key performance indicator, customer satisfaction score. What Is CSAT? CSAT Versus NPS.

Net Promoter Score 99

Net Promoter Score NPS Customer Satisfaction Customer Retention 99

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates. Onboarding Welcome Messages.

Net Promoter Score 106

Net Promoter Score NPS Start-ups Customer Relationship 106

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 92

Net Promoter Score CRM Customer Feedback Sales 92

Totango

OCTOBER 13, 2021

For effective customer success , respond to upset customer downgrades proactively. In fact, you can use a downgrade as an opportunity to remind customers of the value of your product and the quality of your customer service, giving them a potential incentive to upgrade again. Deliver Excellent Customer Experience.

Start-ups 79

Start-ups Sales Customer Experience Customer Service 79

Hodusoft

NOVEMBER 30, 2023

Providing exceptional customer service is crucial in today’s call center environment, but what if your customers disconnect even before reaching an agent? A high call abandonment rate may lead to customer churn, increased operational expenses, and low revenue. Also, a high call abandonment rate is 10% or more.

Customer Satisfaction 59

Customer Satisfaction Technology Technology Actionable Insights 59

Comm100

SEPTEMBER 4, 2022

Note: This blog post was originally published in January 12th, 2017. By making the most of live chat features while working on the human side of live chat interactions, it’s possible to see improved outcomes and deliver superior customer service. 83% of customers expect immediate engage when contacting a company.

Customer Service 98

Customer Service Start-ups Government Customer Expectations 98

TeamSupport

MAY 11, 2021

“You’re not paying close enough attention to your customers.”. This blog provides the highlights from their talk. At TeamSupport we have a belief that B2B companies are neglecting their existing customers in favor of focusing on new business. 1 So, for to continue to flow, customers must continue to use your products.

B2B 98

B2B Sales Gaming Education 98

SurveySensum

OCTOBER 18, 2023

Did you know that a remarkable 77% of customers hold brands in higher esteem when they actively seek and diligently apply valuable customer feedback? But what is customer feedback and why is it so important? This is a great channel for customer to share their thoughts and experience with your brand.

Customer Feedback 52

Customer Feedback Social Media Customer Satisfaction Customer Expectations 52

Win the Customer

DECEMBER 25, 2019

The significant benefits of effectively engaging with customers on social channels make the investment worthwhile. “Social care” isn’t anything new, but providing effective multi-channel customer service that includes social care can be pose significant challenges for organizations big and small.

Customer Service 115

Customer Service Social Media Customer Retention Start-ups 115

Hodusoft

APRIL 17, 2024

In this blog post, we will discuss everything about auto attendants starting from what they are, how they work, the pros and cons of using auto attendants, how to set up an auto attendant, and how to include scripts. Personalized Experience Customers expect personalized experiences from auto attendance.

Real Estate 52

Real Estate Hospitality Hospitality Healthcare 52

Hodusoft

DECEMBER 21, 2023

Leveraging Advanced Call Center Software- Enhancing FCR in Banks and Financial Institutions Witness the evolution of the banking and financial landscape as it progresses into a new era of customer service excellence, driven by cutting-edge technology and real-time statistical insights.

Compliance 64

Compliance Customer Satisfaction Sentiment Analysis Omnichannel 64

Customer Service Life

APRIL 27, 2018

This article was first published on the FCR blog on April 6, 2018. Chattermill is a system that allows you to pull customer feedback from NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score) surveys into one place. Click here to read the original. Chattermill.

Contact Center 68

Contact Center Net Promoter Score Machine Learning NPS 68

SurveySensum

FEBRUARY 6, 2024

Launch cancellation surveys – a smart way to find out why customers say goodbye, but in a friendly and helpful way. A cancellation survey is a set of questions sent to users to determine why your customers are leaving. Well, research says that businesses can win back 70% of dissatisfied customers when their issues are resolved.

Customer Feedback 52

Customer Feedback Net Promoter Score Start-ups Text Analytics 52

Beyond Philosophy

SEPTEMBER 15, 2015

It is, and it is one of the reasons we see growth in Netflix and continued dissatisfaction with cable companies. This poor Customer Experience is one reason I now use Netflix more than my cable company. It has become a standard metric used to determine if your Customer Service and Experience improvements are effective.

Net Promoter Score 153

Net Promoter Score NPS CX Retail 153

SurveySensum

NOVEMBER 16, 2023

Some customers buy cupcakes, while others just browse. Now comes the question – how to get customer feedback on the website? Here are 10 effective strategies to capture customer website feedback. On-Page Surveys To gather valuable customer feedback website you should leverage on-page surveys.

Customer Feedback 52

Customer Feedback Social Media E-commerce Innovation 52

Beyond Philosophy

MARCH 6, 2017

When we meet new clients at our customer experience consultancy, they often tell us they create value for their customers by offering low prices. They think “value” means “price,” and they believe that customers want to save money more than anything else. The ‘destroying cluster’ lurks at the low end of customer emotions.

Hospitality 119

Hospitality Hospitality Social Media Customer Loyalty 119

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). In this blog post, we’ll answer all these questions and more.

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

Hodusoft

FEBRUARY 29, 2024

That’s one of their most potent tools to deliver exceptional customer service. The MSP market has become extremely competitive and customer service matters a lot in providing a competitive edge. When MSPs serve this many clients, it’s quite important for them to provide the best-in-class customer service.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 52

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers. Proactively guide customer growth.

Customer Retention 85

Customer Retention Customer Journey Map Net Promoter Score Scorecard 85

Ameyo Callversations

APRIL 2, 2022

The primary reason for the chatbot adoption is the versatility of using such a tool in providing an unmatched customer experience. This blog explores the effectiveness and utility of using chatbots in business operations to increase brand loyalty among existing and new customers. Let’s find out how.

Customer Loyalty 40

Customer Loyalty AI Machine Learning Customer Satisfaction 40

Ameyo Callversations

APRIL 2, 2022

The primary reason for the chatbot adoption is the versatility of using such a tool in providing an unmatched customer experience. This blog explores the effectiveness and utility of using chatbots in business operations to increase brand loyalty among existing and new customers. Let’s find out how.

Customer Loyalty 40

Customer Loyalty AI Machine Learning Customer Satisfaction 40

1 to 1

JUNE 30, 2015

One of the biggest challenges that telecom industry executives face is customer churn. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

Customer Relationship 43

Customer Relationship Customer Loyalty Customer Service Customer Experience 43

SurveySensum

NOVEMBER 21, 2023

You should use NPS forms because They provide a quick and effective way to assess customer sentiment. Brand Example SurveySensum launches NPS surveys on its platform to gauge the loyalty of regular customers who use the tool frequently. But why use this website feedback form? Not just that. When to launch this survey?

NPS 52

NPS Customer Retention Customer Satisfaction Start-ups 52

Totango

FEBRUARY 5, 2021

Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors.

Net Promoter Score 72

Net Promoter Score VOC Customer Feedback Innovation 72

Hodusoft

OCTOBER 19, 2023

They help manage customer interactions by serving as the initial point of contact. BPOs offer a comprehensive range of services, including but not limited to customer support and sales. As per a report , the customer care BPO market is estimated to rise from US$22,598.82 million in 2022 to US$34, 570.73 from 2023 to 2028.

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

Totango

OCTOBER 22, 2020

When operating within a customer-centered economy , maintaining client satisfaction is an absolute necessity—a fact that’s been made all the more true thanks to today’s increasingly digitized business landscape. Additionally, monitoring customers who haven’t logged any tickets in awhile can also indicate there is a problem ahead.

Net Promoter Score 64

Net Promoter Score Customer Satisfaction Customer Feedback Sales 64