Totango

APRIL 4, 2024

“What’s your company’s most important business outcome in 2024?” If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? This is what businesses need to survive in today’s environment.

Sales 89

Sales Start-ups Gaming Customer Satisfaction 89

Totango

FEBRUARY 23, 2024

Counteracting this stigma and laying the foundation for a successful and long-lasting tenure as CMO starts with the first 60 days. Counteracting this stigma and laying the foundation for a successful and long-lasting tenure as CMO starts with the first 60 days. The elusive C-suite is a powerful and exciting place to be.

Start-ups 97

Start-ups Business Growth Sales 97

C3Centricity

MARCH 12, 2024

What is the cornerstone of sustainable growth and competitive advantage today? The answer is that a business can benefit from technology in this digital age to attract high-quality traffic and engage customers effectively. This shift demands a strategic overhaul of how companies approach customer engagement and traffic generation.

Entertainment 90

Entertainment Engineering Education Customer Satisfaction 90

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Teaming leaders from each of these functions to focus on a respective industry, these “pods” work together to build deep knowledge and vertical expertise.

Sales 89

Sales Scorecard NPS Customer Acquisition 89

Intercom, Inc.

AUGUST 18, 2022

When you reach senior level on an engineering track, you’re expected to be optimal in your hard skill set. You’re autonomous, your code is immaculate, and you have a deep understanding of building and shipping software. But going into staff plus roles is another beast entirely. Today’s guest has been through just that. It was love at first click.

Engineering 204

Engineering Start-ups Machine Learning Education 204

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. The best of customer success At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.

Outlook 112

Outlook Customer Satisfaction Customer Feedback Gaming 112

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Business Growth 99

Business Growth Customer Journey Map Gaming Sales 99

Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals.

Business Growth 111

Business Growth Innovation AI Start-ups 111

Intercom, Inc.

MARCH 9, 2022

We iterate, fight for adoption, and keep pushing for maximum impact for our customers and our business. We strive to deliver outcomes as well as outputs to drive real results for our customers. We work to ensure that what happens because of things we ship delivers tangible value to our customers.

152

152

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 89

Customer Satisfaction CRM Actionable Insights Social Media 89

Customer Service Life

OCTOBER 28, 2023

One such thing was requiring my team to end every call by asking customers, “Is there anything else I can help you with.” In an article, that is still one of my most commented-on blog posts , I spoke of the true intent of this question. actually means, “Customer, you’ve been talking for a long time.

Contact Center 104

Contact Center Customer Satisfaction Customer Service Customer Experience 104

Execs In The Know

APRIL 7, 2024

By Lilith Shoemaker, Staff Writer As an agent, I understand the customer-facing side of the service experience better than most. WFM gives us agents the ability to bring needs together to improve the customer experience, get the resources we need to do our job well, and achieve the best work-life balance possible.

Scorecard 52

Scorecard Start-ups Education Customer Experience 52

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

The Customer Service Blog

MARCH 21, 2024

Its loyal customers certainly seem to love the business, and we are often told that its staff members (or ‘partners’ to be technically correct) also love working at John Lewis. John Lewis is a company I have mentioned numerous times in my blog over the last few years. After all, this entire blog is about customer service!

Retail 57

Retail Finance Sales Customer Service 57

The Customer Service Blog

APRIL 2, 2024

But I would argue that both Brady and Gold were not entrepreneurs at all, having been born with ‘silver spoons’ in the mouths, and given ready-made successful companies to run (with a lot of help from hired managers and business executives!!) But Anita Roddick was a genuinely successful entrepreneur in the true sense of the word.

Social Media 52

Social Media Retail Innovation Start-ups 52

Fonolo

JULY 5, 2023

Customer perception has never mattered more. 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.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Intercom

JANUARY 11, 2024

A profound transformation is underway in customer service. Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less.

Customer Service 86

Customer Service CX AI Start-ups 86

Intercom

NOVEMBER 29, 2023

The rules of customer support are being totally rewritten, and anyone who thought “this whole AI thing” would eventually blow over is updating their predictions. But what does your team need to do to embrace the all-powerful combination of human and AI-powered support?

Customer Service 89

Customer Service AI Start-ups Innovation 89

ClientSuccess

FEBRUARY 14, 2023

Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. What is empathy? Customers want to feel heard, understood, and supported – and empathy helps customer service teams meet those needs.

Customer Journey Map 80

Customer Journey Map Construction Customer Relationship Customer Loyalty 80

Execs In The Know

APRIL 26, 2023

After all, it’s no secret that doing things the same way as everyone else doesn’t always benefit an organization’s success. To ensure that organizational transformation is a successful undertaking, it is important to understand not only the benefits but also how to overcome potential pitfalls.

CX 98

CX Innovation Artificial Intelligence Gaming 98

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. From the integration of cutting-edge technologies to the evolution of cross-functional roles and partnerships, here are their hot takes on what’s new for CS in this new year.

AI 94

AI Engineering Business Growth Customer Acquisition 94

SurveySensum

JANUARY 26, 2024

When the package arrived, she found some glitches and contacted customer support for assistance. The responsiveness and effectiveness of the support team in resolving her issue became a pivotal moment in Claire’s customer journey. Claire’s story encapsulates the essence of a customer journey. What is a Customer Journey?

Social Media 52

Social Media Touchpoint Start-ups Customer Feedback 52

Helpt

FEBRUARY 27, 2024

We’re going to start this blog post with a heavy dose of nerdy: place yourself back to when you played your last Japanese roleplaying game or Dungeons and Dragons. But we nerds know that even the most optimized character sheet can't guarantee success.

Gaming 98

Gaming Innovation Start-ups Customer Satisfaction 98

Totango

APRIL 18, 2022

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. Customer success is a fast-paced industry. Quick Adoption is Key to Success.

Scorecard 93

Scorecard Start-ups Customer Experience 93

Totango

AUGUST 14, 2020

In our latest installment in the CXO Series , we sat down with Stephanie Comardelle, Vice President of Customer Experience, Success, and Solutions at Lucid to discuss what it takes to implement a stakeholder engagement plan at a time when there is so much going on as well as how they are managing their new customer success program. .

Voice of the Customer 155

Voice of the Customer Start-ups Sales Customer Feedback 155

SurveySensum

FEBRUARY 29, 2024

This scenario underscores the critical link between employee satisfaction and overall organizational success. And you know what engagement is tied to? Now, what about the other 77%? So, what is the solution here? But first things first – what’s the definition of employee satisfaction? Employee satisfaction!

Innovation 52

Innovation Customer Satisfaction Gaming Start-ups 52

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

Net Promoter Score 96

Net Promoter Score Customer Acquisition NPS Customer Journey Map 96

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?

Customer Service 59

Customer Service B2B AI Innovation 59

The Customer Service Blog

DECEMBER 31, 2023

I invested in them because I thought that Royal Mail (now officially known as International Services PLC) was a company heading for success. What did the Ofcom Report Say? This caused considerable harm to customers, and Royal Mail took insufficient steps to try and prevent this failure. Oh well, you win some, you lose some!

Government 75

Government Customer Service 75

Lumoa

AUGUST 18, 2022

” – a never-ending question asked to a customer in multiple ways and various forms. Somehow, it feels like it’s a DeJa’Vu moment happening daily because as what every company tells its customers, “Your opinion matters” or “You are important to us”. The question is, what can a business do to turn things around?

Customer Journey Map 83

Customer Journey Map Close the Loop Customer Feedback Start-ups 83

Beyond Philosophy

OCTOBER 2, 2017

As a Customer Experience professional, understanding three trends today is imperative. Without accepting these tenets, you are thwarting your success before you even begin. What are these 3 remarkable trends with so much power and clout? What are these 3 remarkable trends with so much power and clout? .

Customer Experience 229

Customer Experience Customer Loyalty CX Customer Survey 229

Win the Customer

SEPTEMBER 11, 2023

Delivering an exceptional customer experience (CX) isn’t just a nice-to-have—it’s a strategic imperative. 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.

Net Promoter Score 59

Net Promoter Score CX Customer Experience NPS 59

The Customer Service Blog

SEPTEMBER 20, 2023

As many readers will already know, when I’m not editing The Customer Service Blog, I also do university lecturing in the disciplines of Marketing, Management and Business Studies. Darren Bugg Editor, The Customer Service Blog You may be used to paying more for a plane ticket or a train journey during peak times.

Gambling 76

Gambling Hospitality Hospitality Social Media 76

Totango

FEBRUARY 23, 2023

How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base? Thankfully, customer success operations has come to the rescue. Chris says, “Your teams should be talking about, ‘What journey do I need to build to get my customer to their outcome?’”

Net Promoter Score 83

Net Promoter Score NPS Touchpoint Technology 83

Totango

FEBRUARY 25, 2022

Have you seen what Totango is working on? In 2022, we’re upping our game on customer engagement, creating more team collaboration experiences, connecting Totango to more of the tools you use everyday, and supporting your organizational changes and evolution. In-App messaging. Product usage and daily digital tools integrations.

Gaming 94

Gaming Innovation Start-ups 94

Taylor Reach Group

APRIL 9, 2020

Everybody wants to improve the Customer Experience (CX) they provide, right? What else can you do? What’s the cost to your organization if nearly three quarters of your customers go elsewhere? What’s 72% of your annual revenue? Start with your front-line employees, the people who are dealing with your customers.

CX 173

CX Contact Center Start-ups Customer Experience 173

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The best way to gain this information is through customer engagement.

Artificial Intelligence 103

Artificial Intelligence Social Media Sales Customer Service Sales 103