CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. Be it a new or seasoned company, before creating a CX strategy to improve your.

CX 182

CX Customer Experience Non-Profits Contact Center 182

Lumoa

AUGUST 18, 2022

” – a never-ending question asked to a customer in multiple ways and various forms. Somehow, it feels like it’s a DeJa’Vu moment happening daily because as what every company tells its customers, “Your opinion matters” or “You are important to us”. I mean, we get it. Undefined goals.

Customer Journey Map 83

Customer Journey Map Close the Loop Customer Feedback Start-ups 83

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. Then we’ll lay out seven steps to bring agile innovation to customer success.

Innovation 96

Innovation Government Customer Journey Map Technology 96

Kerry Bodine

DECEMBER 30, 2020

It’s been… a year. And while it feels a bit odd to celebrate 2020 with a “Best of” post, I wanted to share the Bodine & Co. Because as it turns out, customer experience is even more important during a pandemic than it ever was before. I hope these posts inspire your own work during the year ahead!

Customer Experience 90

Customer Experience Customer Journey Map Touchpoint Start-ups 90

Totango

MAY 6, 2022

Customer health score is one of the fastest and easiest ways to assess whether your SaaS customers are satisfied with your product and brand. Here we’ll cover what you need to know about customer health scores. Then we’ll lay out some steps you can take to improve customer health scores.

Invoicing 116

Invoicing Customer Journey Map Customer Satisfaction Customer Relationship 116

Totango

NOVEMBER 3, 2022

In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. Start with defining the customer journey. Sounds simple in concept, but where do you start? . Deliver day 1 value.

Customer Acquisition 62

Customer Acquisition Healthcare Customer Journey Map Start-ups 62

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This yields superior customer satisfaction, translating into higher revenue for your business. This article will give you six best practices for optimizing your B2B customer segmentation.

B2B 99

B2B Customer Journey Map Social Media Net Promoter Score 99

Totango

SEPTEMBER 1, 2022

Why Your QBR SaaS Model Needs an AI Makeover. Here we’ll show you how to update your SaaS QBR strategy to keep up with the latest technology and best practices. Finally, we’ll offer some tips on updating your QBR SaaS strategy to leverage the latest technology and best practices. What Is a QBR in SaaS?

Customer Journey Map 97

Customer Journey Map Artificial Intelligence Net Promoter Score AI 97

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. What Is the Client Onboarding Process?

Customer Journey Map 92

Customer Journey Map Close the Loop Start-ups Technology 92

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. Developing a world-class CX strategy is well worth the investment of your time!

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

TeamSupport

NOVEMBER 10, 2020

“Customers buy products to enable and streamline their business operations. Services drive recurring revenue by helping customers to successfully adopt and apply products.”. This blog series highlights excerpts from four key concepts for using services to retain and grow recurring revenue. value of relationships.

B2B 59

B2B Sales Education Business Operations 59

Kerry Bodine

JANUARY 11, 2019

It’s the beginning of a new year, which is always the perfect opportunity to reflect on the past and make grand plans for the future. I hope they inspire your work for 2019 and beyond! Number 10: The Customer Journey DOES NOT EQUAL The Customer Lifecycle. Number 8: Why Journey Maps?

Customer Experience 76

Customer Experience Customer Journey Map Touchpoint Start-ups 76

Totango

AUGUST 11, 2022

Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. In this article, we’ll show you how to build client relationships digitally with your SaaS customers. Blog content consumption. Video chat.

Net Promoter Score 105

Net Promoter Score Social Media Customer Journey Map Customer Relationship 105

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

Customer Experience 76

Customer Experience Omnichannel Social Media Touchpoint 76

Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. What is a customer experience (CX) program?

Net Promoter Score 86

Net Promoter Score Customer Experience Customer Journey Map NPS 86

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

E-commerce 92

E-commerce Customer Journey Map Sales Technology 92

Ameyo Callversations

MARCH 29, 2022

Businesses across industries have been focusing on personalized customer service. Yet, personalization has multiple facets when it comes to the customers. Some are motivated to engage with your communication with as little as their name, while others might need extra persuasions such as customized offers or special discounts.

Customer Service 52

Customer Service Omnichannel Customer Journey Map Touchpoint 52

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. Here’s how to plan an effective stakeholder management strategy and track your performance. The first component defines what your plan is designed to achieve. Send automated reports to showcase benefits of utilization. Procurement managers.

Net Promoter Score 84

Net Promoter Score Customer Journey Map Legal Social Media 84

Totango

NOVEMBER 3, 2021

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others. How likely is it that you would recommend the Acme app to a friend or colleague?

Net Promoter Score 96

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 96

Totango

NOVEMBER 3, 2021

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others. How likely is it that you would recommend the Acme app to a friend or colleague?

Net Promoter Score 95

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 95

Totango

NOVEMBER 3, 2021

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others. How likely is it that you would recommend the Acme app to a friend or colleague?

Net Promoter Score 93

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 93

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? B2B customer service may be manual or automated.

B2B 91

B2B Customer Service B2C Net Promoter Score 91

Hodusoft

SEPTEMBER 14, 2023

Especially in the last few years, due to various factors such as cutthroat competition, changing customer behavior, rapidly transforming digital landscape, and more. It’s not just enough to provide a high-speed browsing experience, uninterrupted internet connection, a wide range of bandwidth options, and zero downtime.

Start-ups 98

Start-ups Education Invoicing Customer Satisfaction 98

Kerry Bodine

JANUARY 10, 2019

It’s the beginning of a new year, which is always the perfect opportunity to reflect on the past and make grand plans for the future. I hope they inspire your work for 2019 and beyond! Number 10: The Customer Journey DOES NOT EQUAL The Customer Lifecycle. Number 8: Why Journey Maps?

Customer Experience 48

Customer Experience Customer Journey Map Touchpoint Start-ups 48

Kerry Bodine

JANUARY 27, 2018

It’s the beginning of a new year, which is always the perfect opportunity to reflect on the past and make grand plans for the future. I hope they inspire your work for 2018! Number 10: Hypothesis Journey Maps: Necessary AND Dangerous. Number 10: Hypothesis Journey Maps: Necessary AND Dangerous.

Customer Journey Map 0

Customer Journey Map Customer Experience Touchpoint Gaming 0

Intercom, Inc.

OCTOBER 22, 2019

Good onboarding isn’t just about introducing new signups to your product’s features – it’s a continual process of guiding people towards success with your product. As our Co-founder and Chief Strategy Officer Des puts it, “ customer retention is the new conversion. ”. Plan your onboarding strategy.

Start-ups 200

Start-ups Customer Retention Touchpoint Education 200

Beyond Philosophy

SEPTEMBER 6, 2019

Most people jump straight to tactics and implementation, because it is the concrete stuff, the stuff that we can start doing now. However, strategy is essential to ensure that all your tactics are not a waste of time. . However, strategy is essential to ensure that all your tactics are not a waste of time. . Let me explain.

CX 132

CX Net Promoter Score Start-ups Customer Experience 132

Zendesk

JUNE 29, 2022

Alright, you’ve done it. Your marketing strategy? Your contact form? Your sales.not quite up to par. Finding prospects can feel so difficult that many companies throw excess resources toward lead generation, but then stall when it comes to converting those leads into sales. Paying customer.

Social Media 98

Social Media Sales Start-ups CRM 98

Intercom, Inc.

JANUARY 14, 2021

When it comes to making something people want, Hubert Palan always does his homework. With a background in computer science and an MBA, he soon realized that understanding the markets and customers is as important as building the products. The best way to know your customers is through feedback.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Totango

NOVEMBER 18, 2020

It is critical that at each phase in the customer success lifecycle, you are engaging your customer with the goal of retaining them. Onboarding is a vital part of this customer retention focus, however, an onboarding process that is too lengthy or complicated can sour customer relationships early on.

Close the Loop 77

Close the Loop NPS Customer Feedback Customer Retention 77

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. Using Behavioural Science in Marketing: Drive Customer Action and Loyalty by Prompting Instinctive Responses by Nancy Harhut. Practicality counts and this is an amazing progress comparing with previous years.

CX 52

CX Social Media Sports Customer Service 52

CX Journey

APRIL 5, 2017

It was published on their blog on June 7, 2016. Are you following the 10 Commandments of Customer Experiences? Or is it time for a confession? In May 2016, I spoke at CallidusCloud Connections (C3); if you've never been to this event, be sure to check it out this year! It's only just begun!

Customer Experience 57

Customer Experience Innovation Customer-Centric Organization CX 57

CX Journey

SEPTEMBER 8, 2016

It appeared on their blog on January 7, 2016. Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience? We listen to them.

Customer Experience 49

Customer Experience VOE Voice of the Employee Social Media 49

CX Journey

OCTOBER 7, 2014

If you''re new to designing and implementing a VoC program, you''re probably scratching your head and wondering where to begin. This post is about three key exercises to lay the foundation for beginning any customer listening efforts. My Execs Don''t Get It! Understand the Customer Who are your customers?

VOC 65

VOC Customer Journey Map Touchpoint Government 65

CX Journey

JANUARY 13, 2015

This statement is really the foundation for designing a great customer experience! There is no customer-driven transformation (and it must be customer-driven) without really understanding your customers and what they go through when interacting with your organization. What does that mean?

Touchpoint 64

Touchpoint Omnichannel Start-ups Gaming 64

Customer Bliss

JULY 26, 2016

Welcome back to The Chief Customer Officer Human Duct Tape Show. In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. She also is responsible for enhancing the company’s brand journey, including data analytics, digital marketing.

Customer Journey Map 58

Customer Journey Map Customer Experience Business Growth Technology 58

ClientSuccess

AUGUST 14, 2019

Discussing and understanding CSM compensation is a critical responsibility of any customer success leader. After all, your CSMs are working with customers daily to grow your business and they should be compensated in relation to their goals and output.

NPS 40

NPS Sales Customer Satisfaction Customer Relationship 40