Lumoa

APRIL 28, 2024

78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024. If you’re reading this blog post, you are probably one of them. That’s where customer experience platforms come in.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Inside Customer Service

AUGUST 12, 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 He explained that his new manager lacked leadership skills and played favorites. What makes someone a bad boss?

Customer Service 182

Customer Service Contact Center 182

CSAT.AI

JULY 13, 2022

Here are some aspirational customer experience quotes from the pros on practices to aim your business for the stars. If your brand is used in a sentence to position it as the brand that others should emulate, then you are operating at a Trademark level of service.” – Shep Hyken When Your Company Becomes a Verb , Hyken blog .

Customer Experience 93

Customer Experience CXM Contact Center Innovation 93

Customer Service Life

APRIL 12, 2023

Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart. When you think of essential CX skills, which ones come to mind for you?

Customer Service 78

Customer Service Contact Center Voice of the Customer CX 78

Comm100

APRIL 2, 2024

In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do. Understanding CSAT and its importance Before we delve into how to improve CSAT score, it’s crucial to understand what CSAT is and why it matters.

Customer Satisfaction 93

Customer Satisfaction CRM Actionable Insights Social Media 93

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

PeopleMetrics

APRIL 30, 2021

What does world-class customer experience look like? The key lies in how those experiences are designed and managed internally through things like survey design, program configuration, employee engagement and more. Discover our award-winning Customer Experience (CX) blog: [link]. Watch on YouTube. ? ? ?.

CX 133

CX Customer Experience CEM Customer Feedback 133

Totango

MARCH 8, 2022

Here’s our guide to the top customer success communities in 2022 and what they have to offer. First, we’ll take a look at just what a customer success community is and what the benefits of being involved in one are. What Is a Customer Success Community? Support CS managers with information and advice from the community.

Social Media 118

Social Media B2B Customer Loyalty Start-ups 118

Totango

NOVEMBER 15, 2023

What our customers are saying With a trScore of 8.1 Now we can easily manage a high-touch customer experience for clients at every stage of the customer journey.” By providing us with a centralized platform to manage all aspects of customer success, Totango helps us streamline processes and automate repetitive tasks.

Outlook 115

Outlook Customer Satisfaction Customer Feedback Gaming 115

Totango

DECEMBER 7, 2023

Each pod consists of two account executives, two customer success managers (CSMs), and a product manager who meet weekly to review Totango scorecard metrics for the vertical and discuss opportunities, risks, renewals, product roadmaps, and more. Our hypothesis is that NPS is going to improve for each vertical,” Hodges said. “We

Sales 92

Sales Scorecard NPS Customer Acquisition 92

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too.

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Totango

JULY 11, 2023

We believe the flexibility and versatility of a composable CS platform is what sets Totango apart, making it easy for customers to get up and running quickly and providing them quick time-to-value. ” — Juan G.,

Customer Journey Map 84

Customer Journey Map Sports Innovation Touchpoint 84

Intercom, Inc.

MARCH 15, 2018

Will Larson has managed infrastructure teams for some of the biggest names in software. All the while, he’s been sharing his latest thoughts on infrastructure, devtools, management and more, on his Irrational Exuberance blog. What follows is a lightly edited transcript of our chat. product called Yahoo!

Engineering 214

Engineering Start-ups Innovation Outlook 214

Execs In The Know

APRIL 7, 2024

Workforce management (WFM) provides several benefits to agents, including improved focus, additional resources, and valuable assistance. By Lilith Shoemaker, Staff Writer As an agent, I understand the customer-facing side of the service experience better than most. More staffing in the morning to help with the workload, for example.

Scorecard 52

Scorecard Start-ups Education Customer Experience 52

Customer Think

DECEMBER 29, 2022

If there are problems with the system, with your information, ease of using your product, ease of getting information, ease of building a relationship, then you are close to reaching a point of no need for service, What does this imply: A change of mindset: This includes a change of thinking we can solve problems if they occur.

Manufacturing 119

Manufacturing 119

PeopleMetrics

OCTOBER 19, 2021

session, our customer experience experts dive into these two methods, SMS & video feedback , to show you how modern companies are using them to get not only more feedback but richer feedback that drives results in your customer feedback program. Discover our award-winning Customer Experience (C X) blog: [link].

CEM 118

CEM VOC Customer Feedback Voice of the Customer 118

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. But no matter how isolating a management position can feel, you’re not going through it alone. Her latest book, Resilient Management , was born out of that.

Engineering 118

Engineering Gaming 118

Intercom, Inc.

JANUARY 18, 2023

Don’t get us wrong – they’re really important when it comes to customer retention, and we’ve covered them extensively in blog articles, podcast episodes, and even in our recently refreshed guide, The Onboarding Starter Kit. You can use qualitative inputs to spark ideas for experiments to run.” And where should you start?

Customer Acquisition 118

Customer Acquisition Customer Retention Actionable Insights Customer Feedback 118

Customer Service Life

FEBRUARY 10, 2020

The Greatest Avenger of the CX Universe – If you were going to hire a character from the Marvel Cinematic Universe to spearhead the customer experience effort in your organization, who would it be? Beyond “buy 10 get one free”: What is customer loyalty? Thanks for continuing to read this blog.

Customer Service 149

Customer Service Contact Center AI Customer Loyalty 149

Totango

MAY 13, 2022

Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The right customer engagement software can optimize your onboarding process and help promote experiences that lead to customer renewal. First, we’ll look at what customer engagement systems do and why you need one.

Artificial Intelligence 106

Artificial Intelligence Social Media Sales Customer Service Sales 106

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. How to put the “customer” in “customer experience”.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Intercom, Inc.

APRIL 22, 2021

For those who don’t know him, Will has over 10 years of experience in the likes of Yahoo, Digg, Uber, and Stripe, and he’s currently the CTO of Calm , the mindfulness app that helps millions of people to lower their stress levels and sleep better. If you’re a senior engineer and want to further your career, what skills should you develop?

Engineering 274

Engineering Start-ups Non-Profits Construction 274

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

Totango

JANUARY 2, 2024

Christina started the conversation by sharing how, for CDK – a software solutions provider that helps automotive dealerships improve customer experience – data visibility and understanding how their products deliver business outcomes for their customers continue to be the main challenges for her team.

Business Growth 102

Business Growth Customer Journey Map Gaming Sales 102

Customer Service Life

OCTOBER 13, 2020

This exercise reminded me of the time when we started this blog back in 2012. I was about 12 years into a career in customer service, still trying to figure out what my career would be. So if you were a competent, friendly customer, you could expect a good experience when you spoke with Jeremy Watkin. History lesson.

Customer Service 182

Customer Service Contact Center Gaming Education 182

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. The post New year, new CS: 2023 recap and what’s to come in 2024 appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

Business Growth 115

Business Growth Innovation AI Start-ups 115

Intercom

JANUARY 11, 2024

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. What follows is a lightly edited transcript of the episode.

Customer Service 86

Customer Service CX AI Start-ups 86

PeopleMetrics

APRIL 15, 2021

In this session, we review 9 key differences between transactional and relationship surveys, share example survey questions, and explain how to use both types of surveys to measure, manage and improve customer experience. Discover our award-winning Customer Experience (CX) blog: [link]. The best VoC programs use both.

Net Promoter Score 118

Net Promoter Score Customer Survey VOC Customer Feedback 118

Customer Think

JANUARY 30, 2022

Let’s try a thought experiment. Let’s look at emerging trends around the rep-free buying experience some research is showing. The post What If There Were No Salespeople? first appeared on Partners in EXCELLENCE Blog -- Making A Difference. Part 2 Performance Management Friday Win/Loss Analysis.

ML 95

ML Sales AI 95

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic.

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94

Beyond Philosophy

MAY 7, 2021

I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business. Here is what we offered our fake restaurant client. This mailer could be another opportunity to try something new.

Customer Experience 177

Customer Experience Start-ups Customer Relationship Management Customer Relationship 177

Totango

AUGUST 5, 2021

In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. In the process, we’ll highlight how technology can help you not only manage escalations but anticipate and avoid them. What Causes Difficult Customer Communication?

Technology 118

Technology Technology Start-ups Customer Experience 118

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). So, what is CX measurement or VoC?

VOC 210

VOC CEM CX Customer Feedback 210

Totango

JANUARY 19, 2022

Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start. Top Skills Needed for All Customer Success Manager Jobs. Paint a Picture with Your Resume.

Start-ups 105

Start-ups Social Media Engineering Education 105

Doing CX Right

SEPTEMBER 19, 2020

We dive deep into using emotional intelligence to have great experiences. It isn’t what you expected. Clearly you are unhappy—or, really, irate—so, what do you do? Know what you want. Define what you want and the questions you have in advance while staying open to possibilities. Who owns customer service?

Customer Service 126

Customer Service Social Media CX Customer Satisfaction 126

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. Don’t be afraid to admit what you don’t know, when you are wrong, or when you make a mistake. And if so, do you have any tips on what to post?

Start-ups 104

Start-ups Customer Loyalty Customer Satisfaction Sales 104

Totango

JUNE 21, 2023

Advanced by the acquisition and integration of Lou, a digital adoption tool, Totango In-App will allow enterprise businesses to deliver compelling in-product experiences to their users even as they manage the broader customer journey with the Totango platform.

Customer Satisfaction 86

Customer Satisfaction Sales 86