VOZIQ

FEBRUARY 1, 2023

Today, an effective retention strategy has to be quick and agile in responding to the growing complexity of customer churn. Companies should be swift in customer retention efforts in such a landscape, especially considering customer expectations continue to evolve. Your frontline must have every guidance they need.

Sports 52

Sports Machine Learning Customer Retention AI 52

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. It’s worth noting that companies with any of these primary cultures can still deliver good customer service experiences. Strategies for company executives.

Customer Service 139

Customer Service Sales Start-ups Voice of the Customer 139

Execs In The Know

JULY 1, 2021

Although the conversation ranged across a variety of topics (all related to WFH), the overarching theme was pointed toward identifying the most critical pieces for achieving long-term WFH success. This is where technology can level-set conditions and build parity into every customer experience. 1 — Invest in Essential Technologies.

Contact Center 98

Contact Center Entertainment Hospitality Hospitality 98

The Customer Service Blog

JULY 7, 2022

But according to the Institute of Customer Service (who carried out the research) companies need to offer more than just discounts in order to keep their customers. In their survey of 10,000 people, a third of those asked said that they were prepared to pay more for good customer service.

Customer Service 52

Customer Service Technology Technology Customer Retention 52

Logicalware

AUGUST 19, 2021

With so much attention placed on customer experience in the contact centre, the needs of agents can often get overlooked. But agent experience is so tightly tied to customer experience that it’s impossible to successfully deliver one without the other. Happy agents are 3x as likely to feel empowered to resolve customer issues.

Sentiment Analysis 78

Sentiment Analysis Engineering Technology Technology 78

Execs In The Know

OCTOBER 20, 2022

Workplaces with great culture foster better collaboration, innovation, and customer satisfaction—and, in large part, that’s because they’re able to attract and retain the best talent. . This way, leaders will be better equipped to meet the needs of frontline employees – they’ve been there themselves. .

Contact Center 52

Contact Center CX Start-ups Finance 52

Execs In The Know

NOVEMBER 30, 2021

In October, Execs In The Know held its Fall 2021 Customer Response Summit (CRS) event featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations. To make a real difference, a CCO must be empowered. Rick Clark, Balsam Brands.

Close the Loop 52

Close the Loop Compliance CX Innovation 52

ClientSuccess

AUGUST 29, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. Company : ESG (Customer Success as a Service).

Gaming 42

Gaming Start-ups B2B 42

ClientSuccess

OCTOBER 10, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. Let’s get started!

Start-ups 70

Start-ups Customer Relationship Management Business Consulting Engineering 70

ClientSuccess

AUGUST 14, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. Company : ClientSuccess.

Start-ups 42

Start-ups Sales Customer Relationship 42

Bill Quiseng

JANUARY 10, 2016

I have been an avid reader of his blog where he writes about “the critical relationship between leadership, employee engagement and delivering an exceptional customer experience as a competitive advantage.” ” So I’m honored that he has offered to share his customer service insight here.

Customer Service 97

Customer Service Sales Customer Experience 97

ClientSuccess

FEBRUARY 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. Let’s get started with this week’s post!

B2B 52

B2B Start-ups Gaming Sales 52

SugarCRM

DECEMBER 1, 2022

The 2020s are shaping to be the decade of revolutionary technology with the continuing evolution of smart technology in the customer experience sphere. We’ve seen how Artificial Intelligence (AI), Virtual Reality (VR), and now the Metaverse enhance customer experiences and take them on journeys they have never been on before.

Artificial Intelligence 26

Artificial Intelligence Customer Experience CRM Sentiment Analysis 26

SurveySensum

JUNE 29, 2023

A company, despite investing heavily in marketing and advertising, struggles to retain its customer base and faces a decline in sales. Well, here’s a startling statistic to ponder: 82% of customers stop doing business with a company due to poor customer service. Sound familiar? Don’t know?

Customer Satisfaction 52

Customer Satisfaction Social Media Customer Relationship Customer Retention 52

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not. How to overcome those challenges?

CX 129

CX Customer Experience Education Machine Learning 129

ClientSuccess

JULY 16, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. Let’s get started with this week’s post!

Touchpoint 41

Touchpoint Start-ups Sales Gaming 41

Comm100

JULY 12, 2018

Continuing our series of the best customer service posts on the web from May , I’m going to look at some standouts from last month that caught my eye. There is no specific theme here aside from a focus on improving the customer experience. Difficult Customers. From the Dentist’s Chair. Marvel and DC Have Some Competition.

Customer Service 41

Customer Service AI Entertainment Contact Center 41

ClientSuccess

AUGUST 27, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. From : Steve McDougal, VP of Customer Success.

Start-ups 40

Start-ups Sales Touchpoint Customer Experience 40

Customer Service Life

NOVEMBER 13, 2018

This article was originally published on the ICMI Blog on August 28, 2018. Having worked in customer service for a couple SAAS (Software as a Service) startups throughout my career, I’d like to enlighten you on an important concept. Before you do anything else, you need to understand your critical issues and drivers.

Contact Center 60

Contact Center CX Text Analytics Customer Service 60

Beyond Philosophy

JULY 5, 2016

What makes this question so profound, and so pivotal, in customer experience optimization today is that every aspect of value delivery is at play. More than a buzzword, “being human,” especially in brand-building and leveraging customer experiences and relationships, has become a buzz-phrase or buzz-concept. Michael Lowenstein, Ph.D.,

Customer Experience 84

Customer Experience Engineering Customer Loyalty B2C 84

Execs In The Know

MAY 10, 2021

We can all probably agree that frontline contact center agents have one of the most challenging and most important roles in an organization. They are often the face of the company, shaping customer perception from even one interaction. I get “yelled at” all day from unhappy customers.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

SurveySensum

DECEMBER 22, 2023

Recently, I contacted the customer support of an electronics brand to address an AC installation issue. Businesses (their agents) use tactics like offering incentives to customers, badgering or threatening customers, etc, to manipulate their NPS scores. So, how to stop this?

NPS 52

NPS Gaming Education Customer Satisfaction 52

ClientSuccess

OCTOBER 22, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. Mentor Questions. Let’s get started!

Touchpoint 41

Touchpoint Start-ups Customer Service Sales 41

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

ClientSuccess

JUNE 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. Let’s get started with this week’s post!

Sales 40

Sales Start-ups Touchpoint 40

SugarCRM

JUNE 16, 2022

Consumers today have a wealth of options; this puts immense pressure on organizations to ensure they deliver a consistently great customer experience to ultimately build long-term and profitable customer relationships. Here are three essential strategies for improving your customers’ experience: 1.

CX 26

CX Sentiment Analysis AI Machine Learning 26

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Interview customers.

Social Media 345

Social Media VOC VOE Contact Center 345

SugarCRM

AUGUST 16, 2022

BDR acts between them, turning marketing qualified leads (MQLs) into sales qualified leads (SQLs) by assessing and nurturing them to match your company’s ideal customer profile, ensuring a seamless handoff process and improved productivity. blogs, whitepapers, guides, analyst reports). Online content (e.g., Feedback surveys.

Social Media 26

Social Media Sales Machine Learning AI 26

CX Journey

JANUARY 2, 2015

It appeared on their blog on August 21, 2014. At the end of each episode was a public service announcement (PSA) that would answer various questions and teach kids some valuable lessons. " This got me thinking. In a customer experience sort of way. What must they know in order to deliver the experience customers expect?

CX 61

CX Customer Journey Map Customer Expectations Customer Experience 61

Help Scout

DECEMBER 26, 2018

It was such a good speech we talked her into writing it up for our blog audience. Sales as a Service. In this post, he outlines how we developed a sales process that puts customers first: “We were determined to avoid any sales experience that left customers with a bad taste in their mouth. How to Recruit Like a Human.

Sales 40

Sales Finance 40

ClientSuccess

JULY 9, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. Mentor Questions. Company : Degreed. Question 1.

Start-ups 40

Start-ups NPS Finance Technology 40

ProProfs

JULY 16, 2021

75% of consumers would stop doing business with a retailer if they encountered a bad experience such as poor customer service. Such employees play a vital role in business growth and success by keeping your customers delighted. In this blog post, I’ll be unboxing everything worth knowing about retail training programs.

Retail 52

Retail Sales Start-ups Customer Service 52

SugarCRM

JANUARY 7, 2020

Within the realm of customer relationship management (CRM) software, adoption rates hover well below 90% for more than half of sales teams. This is especially true when it comes to selecting a customer experience (CX) platform. We were so impressed with Savoye’s approach that we decided to share it here on the Sugar blog.

CX 26

CX CRM Customer Relationship Management Sales 26

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Interview customers.

Social Media 182

Social Media VOC VOE Contact Center 182

Doing CX Right

JULY 24, 2019

Is “Net Promoter Score,” otherwise known as “NPS,” a good measurement of customer satisfaction. Many customer experience (CX) experts say yes. They depend on NPS as a sole metric to determine customers’ perceptions and feelings about their brand. Podcast Transcript: Sarah: (00:12) Welcome to the Future of Field Service podcast.

NPS 40

NPS Net Promoter Score CX Close the Loop 40

SugarCRM

AUGUST 27, 2019

Our company has firmly moved into the realm of customer experience (CX) , and we couldn’t be more excited. And the all-new Sugar Serve includes an entire suite of solutions especially for customer service professionals. So today, we’re going to take a look at this critical capability and what it means for you.

Data Entry 20

Data Entry Social Media CRM Artificial Intelligence 20

Execs In The Know

NOVEMBER 3, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. Sean Miller.

Artificial Intelligence 98

Artificial Intelligence AI CX Customer Experience 98