Fonolo

JULY 5, 2023

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. What is Customer Perception?

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Totango

JANUARY 2, 2024

In a recent webinar, I explored how CS Operations professionals can be the ideal change agents to help drive this transformation and unlock new business growth. Drive business outcomes leveraging Totango The first topic we discussed was how each of our experts leveraged Totango to drive business outcomes within their respective organizations.

Business Growth 100

Business Growth Customer Journey Map Gaming Sales 100

Intercom, Inc.

FEBRUARY 16, 2021

So whether its originality of thought or artistic brilliance, the sheer scale of visual and conceptual input we experience on a daily basis can blur the lines between where your idea ends and mine begins. It’s not me; it’s science, and it’s how our brains work. The obvious question is: how and where can I get more of these bricks?

Start-ups 283

Start-ups Transportation Innovation Technology 283

Fonolo

MAY 30, 2023

It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. This blog will dive into best practices, discuss the features you should look for when sourcing tools, and help you discover the transformative power of innovative WFM software. The results?

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Customer Service Life

APRIL 12, 2023

Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart. I hope you’ll have a quick look and listen!

Customer Service 78

Customer Service Contact Center Voice of the Customer CX 78

Totango

NOVEMBER 16, 2023

Every customer interaction matters in today’s digital age. These touchpoints serve as critical indicators of overall customer health, enabling leaders to proactively detect risk, prevent churn, and identify opportunities for expansion and revenue growth. billion active users worldwide. Not a problem.

Outlook 108

Outlook Touchpoint CX Customer Experience 108

Totango

DECEMBER 7, 2023

In Part 1 of our “Harmonizing the Hustle between sales and customer success” podcast series with the Customer Success Collective, Chris Dishman , SVP of Global Customer Success at Totango, drilled into the unique ability CS has in aligning cross-functional partners—sales, product, and marketing—to the opportunities that can drive customer value.

Sales 90

Sales Scorecard NPS Customer Acquisition 90

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies.

Innovation 81

Innovation Customer Service Omnichannel Social Media 81

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Intercom, Inc.

JUNE 22, 2018

You’re teaching them how to think! He explains, “You have a problem, you’re trying to solve it, and then you have a system where the performance improves when you give it more training data…The more data you get, the better your estimate.” How would we go about that? How to hire designers.

Machine Learning 223

Machine Learning Start-ups Customer Feedback 223

Zendesk

SEPTEMBER 20, 2023

That experience can be just as challenging online, which is why Wine.com places great value on delivering a stellar, personalized customer experience. The post Improving operations through customer-centricity with Wine.com’s Addie Wallace appeared first on Zendesk.

Customer Feedback 85

Customer Feedback Customer Loyalty Customer Experience 85

Zonka Feedback

OCTOBER 1, 2022

The quote by the popular American football coach applies perfectly when we talk about improving our products. There can be no perfect product on the globe. However, if you keep on improving your product from time to time, you can make it to the leading position in the market. What is Product Improvement?

Social Media 96

Social Media Net Promoter Score Customer Satisfaction NPS 96

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority. What is B2B Customer Experience?

B2B 108

B2B B2C Customer Experience Net Promoter Score 108

Totango

DECEMBER 20, 2023

These accolades highlight our product’s user-friendly nature and our team’s relentless efforts to ensure a smooth setup process for our customers. The onboarding experience was in-depth and thorough. This recognition shines a spotlight on our commitment to offering an easy and efficient implementation process.

Business Operations 109

Business Operations Customer Satisfaction Sales Customer Service 109

Lumoa

APRIL 28, 2024

78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024. More than 80% of business leaders see customer experience as a growing priority in 2024. That’s where customer experience platforms come in.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. Let’s break down how customer journey touchpoints fall into each category. What Are B2B Customer Journey Touchpoints?

Touchpoint 116

Touchpoint B2B Customer Journey Map Social Media 116

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. They also share and compare their experiences with your business against the biggest brands in the world. Understanding the Role of a Customer Experience Manager The first step in becoming a customer experience manager is understanding the job.

Customer Experience Management 81

Customer Experience Management Customer Experience Contact Center Net Promoter Score 81

SurveySensum

JANUARY 26, 2024

Intrigued, she navigated the website and product and finally placed the order. Each of the customer journey stages allows businesses to craft tailored experiences, ensuring that the customer feels seen, heard, and valued. So, my friend Claire is a fitness freak. So let’s deep dive into different stages of the customer journey.

Social Media 52

Social Media Touchpoint Start-ups Customer Feedback 52

Comm100

MARCH 20, 2024

This blog explores the decline of public trust in government, backed by data from the U.S., Canada, and the UK, and offers insights into how digital communication can play a pivotal role in reversing this trend. This blog explores the decline of public trust in government, backed by data from the U.S.,

Government 78

Government Social Media Artificial Intelligence Legal 78

Totango

SEPTEMBER 22, 2023

We believe these collaborations are cornerstones for enterprises to deliver seamless experiences for their customers and to create the interconnectedness with cross-functional partners and systems needed to drive long-term revenue growth. Announced during our flagship event, Totango Live!

Outlook 114

Outlook Innovation Omnichannel Education 114

VOZIQ

NOVEMBER 20, 2023

How should CXO’s be thinking about Generative AI? For instance, imagine a customer uploads an image of a defective product on social media. Read this blog to explore three important predictions for 2024 for customer-facing leaders. – Forbes Generative AI has already caused ripples in the sea of CX.

Predictive Analytics 52

Predictive Analytics Customer Retention AI Social Media 52

ClientSuccess

JANUARY 3, 2023

To truly understand what your customers value and appreciate about your products, services, or offerings – as well as their experience with you – requires engaging directly with them. What is One Thing We Could Do to Create a Better Experience For You? Value Vectors by Vecteezy. Are You Satisfied with Your Purchase?

Net Promoter Score 81

Net Promoter Score NPS Customer Loyalty Innovation 81

Zendesk

AUGUST 9, 2023

Those investments can yield significant dividends: better morale, increased productivity, and higher levels of talent retention. However, with that kind of rapid growth comes real challenges, such as how to keep your support organization operating at a high level at scale. Our core values are, ‘One team, one dream.’”

Artificial Intelligence 97

Artificial Intelligence AI Customer Experience 97

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. What is Customer Journey Optimization?

Customer Journey Map 92

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 92

Win the Customer

SEPTEMBER 8, 2023

In the dynamic world of startups, where every decision can make or break a company’s future, customer experience (CX) stands out as a critical factor for success. It’s not just about having a great product or service; it’s about how you make your customers feel when they interact with your brand.

CX 59

CX Social Media Touchpoint Customer Acquisition 59

SurveySensum

AUGUST 2, 2023

Are you struggling to choose the right surveys to enhance your B2B customer experience journey? In this blog, we’re going to talk about which surveys to take across the B2B customer experience journey with question examples of each industry. Do you also feel overwhelmed with the countless options available? –

B2B 52

B2B Customer Experience Manufacturing Touchpoint 52

TeamSupport

JANUARY 22, 2024

Businesses are continually seeking innovative ways to enhance efficiency and improve the overall customer experience. In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation. What is Automation? Why Automate?

Customer Service 59

Customer Service B2B AI Innovation 59

Totango

AUGUST 8, 2021

Your product adoption strategy—the process you follow to ensure your customer is achieving maximum value from their daily use of your product—should be based on solid data and driven by the pursuit of ever-evolving goals. The first step in building strong SaaS customer engagement is understanding the current customer experience.

NPS 118

NPS Customer Experience 118

Logicalware

FEBRUARY 20, 2024

In our recent blog post, “ Mastering Conversation Orchestration for Enhanced Customer Experience, ” we explored the fundamentals of orchestrating conversations to create seamless customer experiences. This can damage the customer experience.

Omnichannel 52

Omnichannel Social Media Touchpoint Start-ups 52

Totango

APRIL 12, 2022

At Totango’s 2022 Global Executive Forum , customer success leaders from around the world came together to connect with their peers, share ideas and learn about new products and opportunities. The Customer Comes Before the Product. The world has now moved from putting the product first to putting the customer first.

Engineering 83

Engineering Start-ups Sales Customer Experience Management 83

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. In this blog, we’ll look at the keys to building a customer-centric roadmap. First, we’ll consider why being customer-centric with your product development is so important in today’s digitized economy.

Customer Satisfaction 98

Customer Satisfaction Technology Technology 98

Totango

MARCH 19, 2021

The traditional customer journey infographic envisioned the customer’s experience from a sales and marketing standpoint, visualizing a funnel marking the steps from a lead acquisition through a sale, also known as the buyer’s journey. Keep in mind that onboarding can also begin in the presales process.

Customer Retention 124

Customer Retention Sales Business Growth 124

Execs In The Know

APRIL 29, 2022

Most consumers report that they are expecting the global health crisis to kickstart business improvements and innovation and accelerate digitization, while overall they are looking for a cohesive, safe, and customized experience. Learning how to deliver this in a distributed environment has proved challenging for many companies.

CX 98

CX Actionable Insights Touchpoint Technology 98

Execs In The Know

APRIL 7, 2024

Workforce management (WFM) provides several benefits to agents, including improved focus, additional resources, and valuable assistance. By Lilith Shoemaker, Staff Writer As an agent, I understand the customer-facing side of the service experience better than most.

Scorecard 52

Scorecard Start-ups Education Customer Experience 52

SurveySensum

OCTOBER 20, 2023

Have you ever wondered how the most successful SaaS products continue to thrive and meet the ever-evolving customer needs? To answer this, we explore three key questions that product developers commonly face: How do they know what users really want? How do they meet the diverse needs of a global user base?

Close the Loop 52

Close the Loop Social Media Customer Retention Text Analytics 52

SurveySensum

JULY 11, 2023

This delightful experience, my friend, is what we call customer experience (CX). Before we move ahead, let’s understand – What is customer experience? Customer Experience is the overall impression a brand creates in the minds and hearts of its customers. But WHY is customer experience so important?

Customer Experience 83

Customer Experience Touchpoint Customer Retention Net Promoter Score 83

SurveySensum

NOVEMBER 21, 2023

Do you know how to identify and resolve user experience issues on your website? These forms seamlessly integrate into your website to gather information, opinions, and comments from users regarding their experiences with the website. NPS Form An NPS form measures how likely users are to recommend your website to others.

NPS 52

NPS Customer Retention Customer Satisfaction Start-ups 52