Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). In this blog post we provide a glimpse at some of the CRS Clearwater sessions outside of the previously covered keynotes, including panel discussions, pre-conference workshops, and breakout sessions.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Fonolo

MAY 23, 2023

This blog will explore the concept of hyper-personalization to understand its benefits, discuss strategies and consider examples. This blog will explore the concept of hyper-personalization to understand its benefits, discuss strategies and consider examples. Customers want to feel seen. Let’s start with some definitions.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Hodusoft

MARCH 6, 2024

If yes, then you must understand what factors define the success of e-commerce. Primarily, the success of e-commerce or any customer service-related company is measured through increased customer satisfaction and loyalty. According to a report by Microsoft 95% of consumers consider customer service crucial for brand loyalty.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

Totango

MAY 10, 2022

In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. After considering what a customer engagement strategy is and its benefits, we’ll offer ten key tips for keeping enterprise executives and stakeholders engaged. What Is a Customer Engagement Strategy?

Customer Journey Map 78

Customer Journey Map Net Promoter Score B2B Social Media 78

Totango

OCTOBER 20, 2021

This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates. 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.

Customer Journey Map 74

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 74

Totango

OCTOBER 7, 2021

Here’s how to get customer feedback effectively using six simple strategies which combine manual methods with the power of automation. Product analytics tools such as those built into Totango’s Spark customer success platform allow you to track how often users are interacting with your product and what they’re doing when they’re using it.

Customer Feedback 105

Customer Feedback Net Promoter Score NPS Voice of the Customer 105

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

SEPTEMBER 14, 2021

Here we’ll focus on five of the top factors which shape clients’ experience of your brand. While technology has made it easier to automate routine customer service inquiries, situations that require human support continue to play a major role in shaping customer experience and satisfaction. How Easy Is It for Customers to Contact You?

Customer Satisfaction 91

Customer Satisfaction Net Promoter Score Customer Loyalty Technology 91

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement is a customer success strategy that provides customers with the resources they need to achieve the desired results from using your product. First, we’ll define what customer enablement is. What Is Customer Enablement In Business?

B2B 85

B2B Net Promoter Score Education Social Media 85

Intercom, Inc.

JANUARY 3, 2020

We need these chatbot interactions to be frequent enough to make a real impact on team capacity but thoughtful enough that they protect our hard-won customer relationships. Rule 1: Not every interaction will benefit from a bot. Building successful chatbots starts with choosing the right tasks to automate. It’s too vague.

Start-ups 222

Start-ups Customer Relationship 222

Totango

MAY 11, 2021

A well-designed stakeholder engagement and management strategy includes two key components: An action plan for promoting stakeholder engagement. Analyze key stakeholder motivation. Determine how and when you will engage key stakeholders. Personalize automated communication. How Do You Optimize Stakeholder Engagement?

Net Promoter Score 87

Net Promoter Score Customer Journey Map Legal Social Media 87

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. customers want more human interaction as part of their experience.

Customer Experience 106

Customer Experience E-commerce Technology Technology 106

Win the Customer

SEPTEMBER 11, 2023

This is where CX metrics for success come into play. 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. Essential CX Metrics for Success 1. It’s particularly relevant for support interactions.

Net Promoter Score 59

Net Promoter Score CX Customer Experience NPS 59

Totango

OCTOBER 20, 2021

This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates. 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.

Customer Journey Map 62

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 62

Totango

SEPTEMBER 23, 2021

We’ll define what it is and how it contrasts with another popular key performance indicator, NPS. CSAT stands for customer satisfaction or, when referred to as a key performance indicator, customer satisfaction score. In this post, we’ll focus on this important customer satisfaction metric. What Are the Benefits of CSAT?

Net Promoter Score 101

Net Promoter Score NPS Customer Satisfaction Customer Retention 101

SurveySensum

JULY 11, 2023

Customer Experience is the overall impression a brand creates in the minds and hearts of its customers. It’s not just about the product or service; it’s about every interaction and touchpoint a customer has with a brand. This is what brands want. You love going to McDonald’s. Frustrating right?

Customer Experience 83

Customer Experience Touchpoint Customer Retention Net Promoter Score 83

Totango

MAY 17, 2023

Last week at the TSIA World: Interact conference in Orlando, I spent time talking with several sales and CS leaders about the opportunity we have to lean into our C-suite partnerships and take the reins on defining the next generation of growth for our organizations. VP of Customer Success at Veriforce, Andy Kearney.

Sales 109

Sales Sports AI Touchpoint 109

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. Then, we’ll consider how B2B customer service differs from customer success in a B2B context.

B2B 94

B2B Customer Service B2C Net Promoter Score 94

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. customers want more human interaction as part of their experience.

Customer Experience 89

Customer Experience E-commerce Technology Technology 89

Totango

OCTOBER 6, 2020

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals.

Construction 108

Construction Education Customer Retention Start-ups 108

Comm100

MARCH 21, 2023

With more options than ever before for customers, switching brands is easy. Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. This reveals how live chat platforms like Comm100 work, their key benefits, and the most popular use cases.

Customer Service 69

Customer Service Omnichannel Customer Satisfaction Social Media 69

SurveySensum

JANUARY 25, 2024

Moreover, 76% of individuals surveyed express a greater trust in content shared by “normal” people than by brands. Not to mention, earned media, including word-of-mouth and peer-to-peer referrals, drives a whopping 4x brand lift compared to paid media. To find these brand advocates, use simple CX metrics like CSAT and NPS.

NPS 52

NPS Customer Feedback Gaming Social Media 52

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. customers want more human interaction as part of their experience.

Customer Experience 83

Customer Experience E-commerce Technology Technology 83

Totango

FEBRUARY 2, 2021

Customer success plans provide you with a powerful tool to help clients achieve their goals. With your product, they feel more satisfied with your brand, positioning your own business for success as well. Here are some tips on how to put these steps into practice and become a success partner for your customers.

Customer Satisfaction 127

Customer Satisfaction Customer Service 127

Totango

OCTOBER 7, 2021

Here’s how to get customer feedback effectively using six simple strategies which combine manual methods with the power of automation. Product analytics tools such as those built into Totango’s Spark customer success platform allow you to track how often users are interacting with your product and what they’re doing when they’re using it.

Customer Feedback 72

Customer Feedback Net Promoter Score NPS Voice of the Customer 72

Totango

JUNE 15, 2022

Traditional acquisition-focused models, where Sales and Marketing are at the forefront and Customer Success is simply an afterthought, do not work in an unstable economy. You need a solution that unites your teams around digital touchpoints, customer health data and analytics, and powerful automation technologies.

Touchpoint 98

Touchpoint Start-ups NPS CRM 98

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. This promotes success for your company as well as your customers. Set success goals for each stage of your customer journey map. Automate your customer success strategy with customer success software.

Customer Retention 87

Customer Retention Customer Journey Map Net Promoter Score Scorecard 87

Intercom, Inc.

FEBRUARY 25, 2021

Annette believes the key to understanding your customers is to listen, characterize, and empathize with them. Annette believes the key to understanding your customers is to listen, characterize, and empathize with them. Here are some of our favourite takeaways from the conversation: 1. We have to talk to customers.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Comm100

NOVEMBER 29, 2021

All the while, significant tech advancements were made, particularly within AI and automation. In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence. With expanding expectations comes expanding channels. Live chat is at the core of this movement.

Customer Service 85

Customer Service Omnichannel Social Media AI 85

Totango

AUGUST 9, 2022

This type of customization provides customers with better service while yielding better results for B2B teams working in marketing, sales, customer service, and customer success. To use segmented data for practical applications, teams may use tools such as key performance indicators (KPIs), dashboards and reports.

B2B 102

B2B Customer Journey Map Social Media Net Promoter Score 102

Hodusoft

DECEMBER 21, 2023

In this blog, we delve into a field of banking and financial industry that has rapidly advanced with the use of advanced call center software solutions. A seamless blend of technological innovations with human interaction reveals the intricacies of challenges and opportunities faced by financial enterprises.

Compliance 64

Compliance Customer Satisfaction Sentiment Analysis Omnichannel 64

Execs In The Know

MARCH 24, 2023

It’s these competing wishes that challenge companies to deliver automated customer experiences that don’t alienate users. With the advent of Open AI’s ChatGPT, eCommerce brands have gotten a taste of generative AI. Automation eliminates the need for customers to reach out about redundant issues.

Customer Experience 52

Customer Experience AI Technology Technology 52

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Social Media 93

Social Media Sales Start-ups Customer Relationship Management 93

Fonolo

OCTOBER 23, 2018

“I just want to speak to a real person” has become a token phrase used by people during almost any type of automated customer service experience. Even so, gone are the days when talking to ‘a real person’ is the customer’s preference: Today, 70% of customers expect self-service options and most brands are taking note.

Customer Satisfaction 85

Customer Satisfaction Technology Technology Customer Service 85

Totango

DECEMBER 16, 2020

Keeping up with new trends in customer success can help you promote repeat business and prevent customer churn. Here are four of the latest trends you need to know about: Automating customer success with out-of-the-box templates. Incorporating artificial intelligence for smarter success solutions.

Artificial Intelligence 72

Artificial Intelligence Customer Journey Map Net Promoter Score AI 72

Hodusoft

FEBRUARY 29, 2024

7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. In this blog post, we have listed the challenges MSPs’ call centers usually face, seven alarming signs that can indicate something is wrong in the call center operations, and six effective solutions.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 52

SurveySensum

JUNE 29, 2023

In this blog, we will explore 5 data-driven insights that successful marketing experts use to create remarkable customer experiences. 5 Customer Satisfaction Best Practices Each interaction between your customer and you is a business opportunity. So, How Can You Create Personalized Customer Interactions? Sound familiar?

Customer Satisfaction 52

Customer Satisfaction Social Media Customer Relationship Customer Retention 52