Totango

FEBRUARY 23, 2024

Establish a flexible plan and set expectations Before you even walk in the door on your first day as a CMO or C-suite leader, have a flexible plan for tackling your first 30, 60, and 90 days in the role. Then, be intentional and clear with your peers and team about your expectations and strategy for the first few months. “My

Start-ups 100

Start-ups Business Growth Sales 100

Totango

SEPTEMBER 6, 2022

A quarterly business review (QBR) gives you four opportunities per year to showcase the value your product delivers to customers. For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time. Why Have a QBR?

Technology 109

Technology Technology Customer Retention Customer Satisfaction 109

MattsenKumar

OCTOBER 12, 2023

As organizations grow, outsourcing customer service has become necessary to ensure customer satisfaction. The expansion of organizations brings forth new challenges that require the expertise of a skilled customer service team to provide optimal solutions.

Customer Service 84

Customer Service Customer Satisfaction Contact Center CRM 84

Customer Service Life

OCTOBER 13, 2020

The other day I was reviewing emails sent to our customers to make sure they were doing all of the following behaviors (Coincidentally, these are the behaviors on our quality form): Making a human connection. Reviewing the customer’s history and notes. Empowering the customer. Properly authenticating the account.

Customer Service 182

Customer Service Contact Center Gaming Education 182

Inside Customer Service

APRIL 8, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. We're working on ways to Wow our customers." What is a customer service wow? Here's one more example.

Sports 183

Sports Contact Center Customer Service Retail 183

Execs In The Know

OCTOBER 7, 2022

You entrust them with your most precious asset – your customers. So, how you manage outsourcers has a direct and lasting impact on customer loyalty and bottom-line growth. And what can organizations do to improve performance toward higher customer satisfaction and better overall results? It is an exciting time in our industry!

Scorecard 98

Scorecard Government Contact Center CX 98

ClientSuccess

DECEMBER 5, 2022

What is a Customer Advisory Board (CAB)? A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. Build Your CAB with the Right Mix of Customers.

Social Media 87

Social Media Start-ups Customer Satisfaction NPS 87

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 93

Customer Satisfaction CRM Actionable Insights Social Media 93

SurveySensum

JANUARY 22, 2024

They can be anyone from the clients or customers who want the final product to be perfect, to the team members who do the work, to the investors who want to make a profit. To be a good project manager, you need to understand what everyone expects and make sure everyone is happy. What are Stakeholder Expectations in Project Management?

Start-ups 52

Start-ups Government Customer Satisfaction Customer Feedback 52

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. Why Do You Need to Elevate Customer Experience? customers say most companies need to improve the experience they deliver.

Customer Experience 106

Customer Experience E-commerce Technology Technology 106

The Customer Service Blog

DECEMBER 31, 2023

million for failing to meet its First and Second Class delivery targets in the 2022/23 financial year. This means that Royal Mail breached its obligations by failing to meet its targets by a significant and unexplained margin. What is the view of The Customer Service Blog? What did the Ofcom Report Say?

Government 75

Government Customer Service 75

Comm100

NOVEMBER 15, 2022

There’s no doubt that telephone remains a stalwart customer service channel. In Salesforce’ latest research, they found that 57% of customers prefer to engage through digital channels. Secondly, today’s consumers have high customer service expectations that traditional telephone and email support can’t deliver.

Omnichannel 84

Omnichannel Social Media Customer Retention Customer Service 84

Win the Customer

SEPTEMBER 12, 2023

Traditional businesses often face the challenge of adapting to new customer expectations and technologies. Even long-established businesses can embrace change and revolutionize their customer interactions. In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience.

Innovation 59

Innovation Customer Experience Omnichannel Social Media 59

SurveySensum

MAY 6, 2024

In this blog post, we will delve into five impactful strategies for establishing a robust personal brand in the digital era. You will need to devise your unique selling points, which could be low consultation fees, meeting clients in person for a better evaluation of the case, or anything your competitors aren’t offering.

Social Media 52

Social Media Start-ups Artificial Intelligence Education 52

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. Why Do You Need to Elevate Customer Experience? customers say most companies need to improve the experience they deliver.

Customer Experience 88

Customer Experience E-commerce Technology Technology 88

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

Sales 91

Sales Start-ups Gaming Customer Satisfaction 91

Win the Customer

SEPTEMBER 6, 2023

In today’s fast-paced digital world, customer expectations are higher than ever, and they demand quick and efficient responses. This is where artificial intelligence (AI) and chatbots come into play, revolutionizing the way businesses interact with their customers. Customer service is the lifeblood of any business.

AI 64

AI Customer Service Artificial Intelligence Gaming 64

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

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. Why Do You Need to Elevate Customer Experience? customers say most companies need to improve the experience they deliver.

Customer Experience 83

Customer Experience E-commerce Technology Technology 83

Totango

AUGUST 5, 2021

Strategies for communicating with upset customers can help you retain clients and transform escalations into opportunities. In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. Misaligned expectations.

Technology 118

Technology Technology Start-ups Customer Experience 118

CSAT.AI

MAY 24, 2022

Updated May 2022 Following our previous blogs which cover agent abuse is the question of banning bad customers. The goal is for both the customer and the agent to have positive experiences that benefit everyone and the bottom line. An abusive agent is detrimental to a company, as is an abusive customer.

Customer Service 85

Customer Service CX Customer Satisfaction 85

Intercom, Inc.

DECEMBER 14, 2022

Through it all, we’ve focused on building delightful features for our customers – and today, we’re focusing on something a little more positive with our roundup of the biggest and best of what we’ve built for you this year. With a modern and flexible no-code design, you can support and engage customers with speed, ease, and versatility.

Customer Satisfaction 104

Customer Satisfaction Customer Feedback Gaming Customer Service 104

Execs In The Know

MARCH 6, 2023

PHOENIX, ARIZONA, US, March 6, 2023 — Global customer experience (CX) industry leader Execs In The Know is thrilled to announce the release of the 2022 CX Leaders Trends & Insights: Corporate Edition report. Expand your CX knowledge today: CX Research , CX Insight Magazine , and Blog.

CX 52

CX Contact Center Touchpoint Technology 52

Execs In The Know

APRIL 5, 2024

This narrative emphasized the evolving landscape of communication expectations, where seamless interactions across channels, without repetition, are now commonplace. Customers anticipate this level of continuity in their interactions with brands, reflecting a shift towards channel-agnostic, lifelong conversations.

Contact Center 52

Contact Center AI Social Media CX 52

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. In this blog, we’ll look at the keys to building a customer-centric roadmap.

Customer Satisfaction 100

Customer Satisfaction Technology Technology 100

Fonolo

DECEMBER 6, 2022

When you develop your contact center, you create opportunities for more sales, customer satisfaction, and workplace efficiency. . These days, it’s easy for call center managers to get lost in the minutia of meeting daily targets, smoothing out peak call volumes, and handling agent turnover. Providing data-driven insights .

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Intercom, Inc.

DECEMBER 28, 2022

For one, Eoghan McCabe , our Co-founder and Chairman, returned to the role of CEO , the position he had held from our founding in 2011 until 2020 – and he is bringing a renewed focus on the customer service space, so you can expect to see even more innovation from us in that area. Luckily, customer service teams are a resilient bunch.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

Intercom, Inc.

SEPTEMBER 22, 2020

Strong customer relationships are more important than ever for business success, but the old ways of communicating and building relationships with customers are broken. Old communication tools, like email and forms, simply don’t match the ways modern customers want to talk, connect, and receive help.

Gambling 211

Gambling B2B Education Business Growth 211

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. What Is a Customer Engagement Strategy? What Are the Benefits of Customer Engagement Strategies?

Customer Journey Map 78

Customer Journey Map Net Promoter Score B2B Social Media 78

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. What Is a Customer Success Manager?

Customer Relationship 118

Customer Relationship Customer Retention Customer Satisfaction Technology 118

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). Is Your Voice of the Customer Data Failing to Deliver Change? Customer loyalty has to be earned, now more than ever, making your CX a prime differentiator. You’re Not Alone.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

SurveySensum

FEBRUARY 13, 2024

Creating detailed customer profiles is key; it allows you to tailor your services and products to meet user expectations. Once you truly know your target audience, you can tweak your offerings to craft a digital environment that not only meets but exceeds user expectations. Strategy 5.

Gaming 52

Gaming Social Media Customer Feedback Customer Satisfaction 52

ClientSuccess

JANUARY 3, 2023

As a customer success team, it’s essential to stay agile and in tune with your customers’ evolving needs. 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. Value Vectors by Vecteezy.

Net Promoter Score 81

Net Promoter Score NPS Customer Loyalty Innovation 81

Intercom, Inc.

OCTOBER 5, 2022

Over time, teams can experience some friction, but that’s to be expected. Meeting your team. What do you mean when you say managers should meet their team? Chapter one’s about meeting your team. I’m not saying that a lot of conflict is necessary to lead the team, but I just want to set expectations.

Engineering 118

Engineering Gaming 118

Beyond Philosophy

NOVEMBER 24, 2014

I meet many organizations that say they want to exceed Customer expectations at every moment of contact. The first step in exceeding your customer’s expectations is to know those expectations.”. - For most organizations, just meeting their Customer’s expectations would provide a good experience.

Customer Expectations 167

Customer Expectations Net Promoter Score CEM Customer-Centric Organization 167

Taylor Reach Group

APRIL 9, 2020

Everybody wants to improve the Customer Experience (CX) they provide, right? What’s the cost to your organization if nearly three quarters of your customers go elsewhere? Start with your front-line employees, the people who are dealing with your customers. What complaint do you hear most from our customers? By Peg Ayers.

CX 173

CX Contact Center Start-ups Customer Experience 173