SurveySensum

FEBRUARY 29, 2024

Happy employees, happy business. Employee satisfaction doesn’t just boost morale, it drives tangible benefits for your organization. Meet Neha, a talented employee who consistently met targets. This scenario underscores the critical link between employee satisfaction and overall organizational success. Well, it is!

Innovation 52

Innovation Customer Satisfaction Gaming Start-ups 52

CX Accelerator

JULY 17, 2018

?? What fires you up about customer experience?? ?? Kaye: While heart-driven, artistic customer experiences are at the core of what makes for great CX, it wouldn’t work at all without the techniques and methods which provide frameworks for success. Nate: Customer Experience is clearly an artistic pursuit.

Customer Experience 140

Customer Experience Machine Learning CX Contact Center 140

SurveySensum

MAY 26, 2023

What is Net Promoter Score (NPS)? Best Practices to conduct tNPS and rNPS surveys Employee NPS (eNPS) Conclusion Net Promoter Score (NPS) is one of the popular CX metrics in the business offering valuable insights to the businesses to measure customer loyalty and gauging the overall satisfaction levels.

Net Promoter Score 52

Net Promoter Score NPS Touchpoint Customer Loyalty 52

SurveySensum

FEBRUARY 27, 2024

At the heart of any successful organization lies its workforce, and the key to unlocking the full potential lies in ensuring your employee satisfaction and well-being. In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. What is Employee Satisfaction?

Healthcare 52

Healthcare Net Promoter Score Start-ups Customer Satisfaction 52

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

Beyond Philosophy

MAY 14, 2020

In this issue of Why Customers Buy, we are going to discuss the six fundamental principles of how to influence people, and you might be surprised by what you discover. His blog, Influence People , has readers all over the world and offers years of insight into the art of persuasion. You want them to go in and clean their room.

Start-ups 167

Start-ups Legal Sales Business Growth 167

Execs In The Know

APRIL 29, 2022

The COVID-19 pandemic has changed the way customers think – and what they want. 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.

CX 98

CX Actionable Insights Touchpoint Technology 98

Beyond Philosophy

APRIL 15, 2019

Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent podcast. Then, you implement it.

Customer Service 114

Customer Service Start-ups Customer Loyalty Customer Experience 114

Totango

AUGUST 18, 2022

In this article, we’ll cover what you need to know to create an effective onboarding checklist. Then, we’ll go over what should be covered in your onboarding process and provide you with a comprehensive checklist on what to include. What Is the Client Onboarding Process?

Customer Journey Map 92

Customer Journey Map Close the Loop Start-ups Technology 92

Totango

OCTOBER 2, 2020

During difficult times, it is especially important to understand what is going on inside your customer’s mind, as well as what is going on inside their business. To effectively employ these best practices toward customer retention during an economic downturn, you first have to understand why retaining your customers is so important.

Customer Retention 118

Customer Retention Non-Profits Customer Acquisition Customer Relationship 118

Intercom, Inc.

JANUARY 27, 2022

We’ve reached out to a few of our colleagues on Intercom’s R&D team to hear their reflections on the movement and what the term “women in tech” means for them. What follows is a lightly edited transcript of the episode. What’s in a name? But what does the term “women in tech” mean in practice?

Engineering 138

Engineering Start-ups Technology Technology 138

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? How many employees support digital engagement at Aruba? What helped you build your customer journey map and what were the main factors you took into account?

Customer Journey Map 110

Customer Journey Map Touchpoint Start-ups Engineering 110

Comm100

SEPTEMBER 22, 2021

That included getting to the bottom of what digital transformation really is, and how it has transformed customer service for both the customer and the business. . 5 Best Practices to Prepare for Digital Transformation. Their best chance for success is in convincing others that digital transformation is worth pursuing.

Customer Service 61

Customer Service Social Media Omnichannel Technology 61

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Customer Service 139

Customer Service Sales Start-ups Voice of the Customer 139

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. In doubts, I wanted to reach out to the thought leaders and influencers to know what they think of NPS, or rather, according to the best traditions of NPS, if they would recommend NPS to a fellow CX colleague.

NPS 135

NPS CX Net Promoter Score Close the Loop 135

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? How many employees support digital engagement at Aruba? What helped you build your customer journey map and what were the main factors you took into account?

Customer Journey Map 84

Customer Journey Map Touchpoint Start-ups Engineering 84

Intercom, Inc.

OCTOBER 3, 2019

?. On this week’s show, we catch up with email marketing strategist, Val Geisler, as she walks us through some practical emailing tips, her process for onboarding, and why she likens career progression to a spiral staircase. Your customers should know your employees by name. What follows is a lightly edited transcript of the episode.

Start-ups 143

Start-ups Sales Customer Experience Customer Retention 143

Bill Quiseng

MARCH 28, 2016

This week’s blog post is contributed by a very special guest, actually more like a guest star, Nancy Friedman , better known as “The Telephone Doctor.” Often times, this takes practice. It needs to be practiced. Can you tell I’m a big fan?) How these phones are answered and handled is critical.

Entertainment 128

Entertainment Social Media Customer Service Customer Satisfaction 128

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. Whether you’re new to customer experience or coming for little inspiration, this is the right place. Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience?

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

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? How many employees support digital engagement at Aruba? What helped you build your customer journey map and what were the main factors you took into account?

Customer Journey Map 62

Customer Journey Map Touchpoint Start-ups Engineering 62

Lumoa

JUNE 28, 2018

Q&A with Michal Redbord , General Manager, Service Hub at Hubspot Previously we have shared how you can build a customer experience management processes in your company. Navigate the blog post -> Chapter 1. Everyone and everything is customer experience. Scale your company, scale your customer experience management.

NPS 64

NPS Net Promoter Score Touchpoint Customer Feedback 64

Lightico

MARCH 23, 2022

What is an MGA in insurance ? But what is an MGA, and how can it be helpful to an insurance company? In this blog post, we will discuss the MGA business model and explain the differences between an MGA and a broker. What is an insurance MGA? What are the advantages of becoming an MGA?

Retail 52

Retail Innovation Sales Customer Service 52

Intercom, Inc.

AUGUST 15, 2019

Jeff is the author of Lean UX (which teaches how to rapidly experiment with design ideas) and the co-owner of Sense & Respond Press , a publisher of short, actionable books for busy leaders. What follows is a lightly edited transcript of the episode. Lean UX was the book, and it changed what I was doing for a living.

Start-ups 179

Start-ups Innovation Engineering Retail 179

ClientSuccess

JULY 16, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Each day we learn from the trenches what it takes to make clients happy and successful. What tactics have worked for you? Question 1.

Touchpoint 41

Touchpoint Start-ups Sales Gaming 41

SurveySensum

OCTOBER 5, 2023

A few days later, she received an email from Prestige Motors, requesting her feedback on the dealership experience. The survey began with standard questions about her overall experience, from the cleanliness of the showroom to the professionalism of the staff. ” Samantha paused for a moment, reflecting on her experience.

Customer Satisfaction 52

Customer Satisfaction Sales Start-ups Construction 52

Confirmit

SEPTEMBER 11, 2017

If you missed the blog post, it’s definitely worth checking it out – I think you’ll learn something new. They’re a repeat winner of the Confirmit ACE Awards , and this year they won in the Voice of the Employee category following the expansion of their program to look at employee feedback.

Text Analytics 40

Text Analytics CX Social Media Voice of the Employee 40

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. Whether you’re new to customer experience or coming for little inspiration, this is the right place. We have explained each term and definition and provided lots of extra sources, if you want to dive deep into the topic. So let’s start!

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

SugarCRM

MAY 24, 2022

Without true alignment, every email nurture campaign, whitepaper, blog, or webinar marketing produces is a wasted effort. Best Practices for Sales and Marketing Alignment. To help employees continue the conversation, implement an online chat tool to make communication quick and convenient. But does it? Meet Regularly.

Sales 26

Sales CRM Start-ups Customer Relationship Management 26

ClearAction

OCTOBER 1, 2018

The Future of Customer Experience Calls Urgently for a Significant Shift Lynn Hunsaker. The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. Here’s why: CXM Status Quo. ” 5. .

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Zendesk

MAY 26, 2021

But not everyone agrees on what it is or how to do it well. The definition of customer service. What started as a global health crisis became the accelerant in our transition to a truly digital-first world. The pandemic has also underscored the importance of empathy in the customer service experience.

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

ClientSuccess

JUNE 12, 2017

What are the Definitions of Customer Success Terms? Customer Lifecycle Management, then, is the understanding and facilitating of this process to ensure the perfect customer experience every single time. Adoption is a customer success term with two possible definitions associated with it. – Part II. Cross-Sell.

Education 46

Education Start-ups Sales Customer Experience 46

Customer Experience Matrix

AUGUST 27, 2020

This means marketers must become increasingly involved with the privacy systems to ensure a positive customer experience, gain access to the data they need, and ensure they use the data appropriately. To ease the burden a bit, I’m going to start reviewing privacy systems in this blog. Policy definition. Policy application.

Legal 60

Legal Invoicing Compliance Government 60

ClientSuccess

OCTOBER 5, 2017

Remote Experience. More and more employees, on both sides of customer/vendor relationships, are working remote or from home. So what does this mean for customer success? Customer success teams can leverage the aforementioned technology advancements to provide the best customer experience, no matter where everyone is located.

Customer Relationship 41

Customer Relationship Innovation Technology Technology 41

Customer Bliss

JULY 26, 2016

Renee’s path to customer experience leadership is one I like to highlight because she earned her role through the years by proving her ability to lead and run a successful operation. As with many CCO-level leaders, Renee first ran service delivery and operations, then added brand as the CMO of the organization, then customer experience.

Customer Journey Map 58

Customer Journey Map Customer Experience Business Growth Technology 58

CX Journey

JULY 19, 2016

It appeared on their blog on April 5, 2016. I recently came across the Japanese terms genchi genbutsu and genba ; they're both key principles of the Toyota Production System , which comprises Toyota's management philosophy and best practices. Let's look at some background and definitions first.

Mystery Shopping 35

Mystery Shopping Manufacturing Retail Customer Experience 35