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. Top 10 Insights from Customer Success Executives. The Customer Comes Before the Product. Manage the Customer Journey as a Product.

Engineering 84

Engineering Start-ups Sales Customer Experience Management 84

Beyond Philosophy

MAY 14, 2015

More and more of your Customers believe access to self-service options is essential to their relationship with your business. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance.

Customer Experience 160

Customer Experience Customer Relationship Customer Service Social Media 160

CSAT.AI

MARCH 15, 2023

With all the talk of Gen Z vs Boomers or the differences between Gen Z and Millennials, it’s important not to forget the most awesome Generation – Generation X. They have significant buying power and might be the core customer base of a brand. But other Gen Xers say that like Gen Z, they don’t want to talk either.

Sentiment Analysis 99

Sentiment Analysis Gaming Technology Technology 99

Totango

MAY 5, 2021

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience.

Net Promoter Score 118

Net Promoter Score Customer Experience NPS Education 118

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. Do you first have to analyze customer (quantitative) data or focus on their (qualitative) journeys? The Holy Grail of customer research is combining quant and qual data to get the most complete picture of your customer.

Touchpoint 83

Touchpoint Start-ups CX Government 83

Fonolo

JANUARY 9, 2019

We’re going to dive into all of the above on our blog this year, along with our usual coverage of industry reports, public company earnings, fun posts about call center life, findings from our sister site OnHoldWith.com , webinars, hangouts, Fonolo news (of course), and more. Twilio vs. Vonage. All juicy topics worth exploring.

Contact Center 70

Contact Center Artificial Intelligence Outlook AI 70

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls. In this blog, we will explore everything related to inbound call center software.

CRM 98

CRM Customer Satisfaction Compliance Artificial Intelligence 98

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). Market Research vs. VoC.

VOC 210

VOC CEM CX Customer Feedback 210

Totango

OCTOBER 27, 2021

There are a number of reasons why a customer may ghost you. Fortunately, there are some steps you can take to help you re-engage with disengaged customers as well as some measures you can take to help prevent client ghosting altogether. . What to Do When a Customer Ghosts You. the “How it Started vs. How it’s Going” meme).

Start-ups 93

Start-ups 93

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Net Promoter Score 75

Net Promoter Score Invoicing NPS B2B 75

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. lose it and fight with the customer…”.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Zendesk

APRIL 18, 2022

Essentially, identifying and tracking lead sources using customer relationship management (CRM) software enables your sales team to better understand the buyer’s journey and provide personalized content to your leads. Of course, there are any number of ways a potential customer or client can discover you. Blog articles.

Social Media 98

Social Media CRM B2B B2C 98

Beyond Philosophy

JANUARY 10, 2019

Understanding Customers’ Mental Budgets. The answer is found in the concept of mental accounting, and it might have significant implications for your Customer Experience. We discussed how our mental accounting affects our behavior as customers in our recent podcast. You must understand what customers’ mental category you are in.

Customer Experience 127

Customer Experience Entertainment CX 127

Fonolo

JANUARY 15, 2019

In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018. Yes, we all know this is a tale as old as the call center, and we also know the importance of the customer experience.

Contact Center 80

Contact Center Artificial Intelligence Omnichannel AI 80

Zendesk

MAY 26, 2021

Customer service can make or break a business. In this guide, we’ll share how to set your business up for customer service success. The definition of customer service. Customer service is the act of supporting and advocating for customers in their discovery, use, optimization, and troubleshooting of a product or service.

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

Fonolo

NOVEMBER 6, 2018

Everyone involved in customer service wants to understand consumer channel preference. Here’s another example: That one was our “highlight chart” when we covered Five9 ’s Customer Service Index Report. A 20-year-old may be willing to solve a problem slowly and with more steps if it means not talking to a person.

Contact Center 67

Contact Center B2C AI Customer Service 67

Shep Hyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. When the average person spends $2,000/year, this is a no-brainer bargain. My Comment: When it comes to customer service, I believe everyone must be properly trained – not just the front-line/customer-facing employees.

Customer Service 57

Customer Service NPS Customer Loyalty Start-ups 57

Totango

OCTOBER 27, 2021

There are a number of reasons why a customer may ghost you. Fortunately, there are some steps you can take to help you re-engage with disengaged customers as well as some measures you can take to help prevent client ghosting altogether. . What to Do When a Customer Ghosts You. the “How it Started vs. How it’s Going” meme).

Start-ups 73

Start-ups 73

Totango

OCTOBER 20, 2020

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience.

Customer Experience 87

Customer Experience Net Promoter Score NPS Education 87

Intercom, Inc.

DECEMBER 6, 2019

And yet, most marketers don’t give push notifications the care and attention they deserve, despite the endless benefits they can yield for both company and customer alike. But push notifications that are personal, relevant, and well-timed can help users achieve their goals in real time. Types of messages that provide value.

Social Media 138

Social Media Start-ups 138

ClientSuccess

SEPTEMBER 3, 2020

In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? Compensation Plans for Customer Success Managers (CSMs). Download Customer Success Compensation Models Image. Three CSM Compensation Models.

NPS 111

NPS Sales Start-ups Business Growth 111

Lightico

MARCH 29, 2022

And more importantly, what is are the main differences between an MGA vs MGU? In this blog post, we will discuss the differences between managing general agents (MGAs) and managing general underwriters (MGUs). An MGU is an insurance company that works with agents to provide insurance products to their customers.

Healthcare 52

Healthcare Start-ups Business Operations Customer Service 52

Totango

JUNE 8, 2021

From there, we decide which customer journey we put them down. . . So, it’s important to use your underlying data so that you know what the customers are doing, where they are in their journey and what they need at that time. What are some of the strategies you have used to improve open rates? along the way to engage them.

E-commerce 117

E-commerce Sales Technology Technology 117

Beyond Philosophy

JULY 31, 2017

Branding agencies and consultants are embracing the notion that storytelling creates an authentic connection with your customers. As a customer experience consultant, I think this is good. Disney has built its entire brand on engaging its customers through stories. Good vs evil. Telling Stories to Get a Point Across.

Entertainment 125

Entertainment Gaming Start-ups Customer Experience 125

SugarCRM

OCTOBER 17, 2023

Companies that flirt with generative AI experience higher customer satisfaction, productivity, and overall growth rates. Quality vs. Quantity : An overworked marketing department may prioritize quantity over quality, rapidly churning out content and campaigns to meet deadlines. For Marketing, generative AI is the future.

AI 26

AI Predictive Analytics Legal Social Media 26

Totango

OCTOBER 27, 2021

There are a number of reasons why a customer may ghost you. Fortunately, there are some steps you can take to help you re-engage with disengaged customers as well as some measures you can take to help prevent client ghosting altogether. . What to Do When a Customer Ghosts You. the “How it Started vs. How it’s Going” meme).

Start-ups 62

Start-ups 62

ProProfs

FEBRUARY 23, 2022

These are some of the questions we answer in this blog post. Greater Customization. Equally significant is the extent to which you can customize the software at your end. SaaS LMS systems also offer customization, but it’s limited. Initially, the question of SaaS vs. hosted LMS may seem like an endless puzzle.

Education 52

Education Start-ups 52

Aquire

OCTOBER 26, 2021

If there’s one thing that’s accepted as truth in the customer experience world, it’s that CX personalization is a must-do. From emails that address customers by name to relevant product recommendations based on behavioral predictions, personalization can bring huge value to both customers and companies alike when used wisely.

CX 52

CX Artificial Intelligence Entertainment Retail 52

Intercom, Inc.

OCTOBER 5, 2022

Each person on your team has different needs, responds to feedback in different ways and evolves in different trajectories – and management should always reflect that. When should you empower and coach your team vs give them specific instructions on what needs to be done? What does good, actionable feedback look like?

Engineering 118

Engineering Gaming 118

Beyond Philosophy

JUNE 21, 2015

I have written before of the link between a company’s employee experience and the Customer Experience they deliver on a company’s behalf. The paternity policy at Virgin reflects two critical elements for the link between Employee Experience and Customer Experience. Emotions Play Big Roles in Both Employee and Customer Experiences.

Customer Experience 160

Customer Experience B2C B2B CX 160

Totango

JUNE 12, 2020

Here are 5 ways to practice more effective listening skills whether you’re meeting with customers, partners, or teammates, especially during virtual meet-ups. . Your customer will feel witnessed, heard, and understood; and you’ll both know each other a little better. Focus on the people you are in conversation with vs. how you look.

Start-ups 62

Start-ups 62

Beyond Philosophy

JANUARY 23, 2019

Let’s examine some of these exceptions and the variables that change a person’s risk preferences. The outcomes are identical of each set (meaning Programs A & B vs. Programs C & D), but one set is framed in terms of gains, and one set is framed in terms of losses. How Risk-Averse Behavior Manifests in Customer Experience.

Gambling 112

Gambling Start-ups Technology Technology 112

SurveySensum

FEBRUARY 27, 2024

Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty. Employee Satisfaction vs. Employee Engagement Employee satisfaction and employee engagement are related concepts but are not exactly the same.

Healthcare 52

Healthcare Net Promoter Score Start-ups Customer Satisfaction 52

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. So, that team is kind of like the architect who designs the journey for the customer.

Customer Journey Map 112

Customer Journey Map Touchpoint Start-ups Engineering 112

Provide Support

AUGUST 3, 2015

There are only so many new customers that you can bring in your business, and hence past clients matter a lot to your bottom-line. Everybody knows how hard it is to please a new client vs. an old one so you might as well try remaining a little bit friendly with them for the sake of your business. Give them a Call. Show your concern.

Social Media 86

Social Media 86

SurveySensum

JANUARY 17, 2024

That means companies need to catch up on what two-thirds of customers think. Ensure the questions resonate with the customer’s experience and send surveys at moments when they can engage with them effectively. 11 Best Practices for Seamless Customer Satisfaction Survey Design 1. Let’s get started.

Customer Satisfaction 52

Customer Satisfaction Text Analytics Actionable Insights Gaming 52

Totango

JUNE 17, 2021

What is customer segmentation ? We’ll discuss the subtle shade of difference between customer segmentation and audience segmentation, two terms with some overlap that are often used interchangeably. We’ll look at the different ways you can segment your customers and when to apply each. Customer support history.

B2B 71

B2B Customer Journey Map Sales Technology 71