ClearAction

NOVEMBER 11, 2022

Gratitude Grows Gains from Customer Experience Strategies Lynn Hunsaker. On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.), On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.),

Customer Experience 71

Customer Experience Key Driver Analysis Customer Acquisition CX 71

Execs In The Know

MARCH 24, 2023

It’s these competing wishes that challenge companies to deliver automated customer experiences that don’t alienate users. With the advent of Open AI’s ChatGPT, eCommerce brands have gotten a taste of generative AI. Automation eliminates the need for customers to reach out about redundant issues.

Customer Experience 52

Customer Experience AI Technology Technology 52

Beyond Philosophy

APRIL 17, 2015

Employee Experience and Customer Experience are linked. They are like an old married couple—when it works it is beautiful and inspiring; when it doesn’t, it is ugly and bewildering. In the past couple of years, more organizations have been listening to their Customers. And guess what?

VOE 148

VOE VOC CX CEM 148

MattsenKumar

SEPTEMBER 21, 2023

Today, when businesses rely on data-driven decisions, Speech Analytics increasingly positions itself as an indispensable tool. As companies intensify their quest to deepen customer relationships, this technology emerges as a linchpin. It’s the culmination of every interaction, touchpoint, and customer engagement with a brand.

CX 52

CX Non-Profits Sentiment Analysis Artificial Intelligence 52

SurveySensum

AUGUST 21, 2023

Are you struggling with retaining your existing SaaS customers? However, the good news is that some have managed to double their revenue through effective customer retention strategies. In SaaS businesses, subscription deals are offered where customers pay either monthly or yearly to use their software. You’re not alone.

Customer Retention 52

Customer Retention B2B Close the Loop NPS 52

Totango

NOVEMBER 3, 2022

In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference.

Customer Acquisition 62

Customer Acquisition Healthcare Customer Journey Map Start-ups 62

UJET

APRIL 21, 2020

Vasili joins UJET with more than two decades of experience in the contact center, unified communications (UC), telecom, and SaaS industries. Vasili recently answered a few questions so our customers and the public can get to know the newest member of the UJET leadership team. Tell us a bit about yourself?

Contact Center 72

Contact Center Engineering CRM Technology 72

Experience Investigators

NOVEMBER 7, 2022

What Does Customer Experience Success Mean to Your C-Suite? The CEO or another C-suite leader gets excited about customer experience. So they decide to commit to this idea – that creating better customer experiences will lead to happier customers, leading to better results.

Customer Experience 59

Customer Experience CX Start-ups Innovation 59

Intercom, Inc.

OCTOBER 5, 2022

Even when you reach the perfect team dynamic – a new hire or budget cut can easily throw things off balance. When should you empower and coach your team vs give them specific instructions on what needs to be done? Over time, teams can experience some friction, but that’s to be expected. And the book was born.

Engineering 118

Engineering Gaming 118

SurveySensum

SEPTEMBER 26, 2023

As a product manager, this can be a disheartening experience. You’ve likely encountered the pain points of low product adoption and felt the weight of challenges like customer churn and stagnant growth. Customers were signing up but not sticking around, and her SaaS platform was inundated with user complaints.

Customer Retention 52

Customer Retention Start-ups Sales Customer Expectations 52

Beyond Philosophy

SEPTEMBER 5, 2014

Considering this fact, I have prepared a simple list of things that can help you learn from my experience (read: mistakes) and be a better manager of people. Mistake #3: Over promising and under delivering. I have found that what impresses people the most is when you tell them what you are going to do, and then you do it, every time.

Net Promoter Score 79

Net Promoter Score Social Media Customer Satisfaction Customer Loyalty 79

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. What is a Dealership Experience Survey?

Customer Satisfaction 52

Customer Satisfaction Sales Start-ups Construction 52

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

CX Journey

OCTOBER 18, 2017

It was published on t heir blog on April 24, 2017. When you think of the phrase "inside out" relative to the customer experience, you probably cringe. This is not a phrase that customer experience professionals take lightly. The customer's needs and perspectives aren't considered in this type of thinking.

Customer Experience 45

Customer Experience CX Customer Satisfaction Touchpoint 45

Zendesk

FEBRUARY 7, 2022

Customer support is having a moment. In a highly competitive, digital-first world , providing your customers with responsive, relevant support is more important than ever. Customer support definition. What’s the difference between customer support and customer service? Customer support strategies.

Net Promoter Score 52

Net Promoter Score Social Media Start-ups Customer Expectations 52

Beyond Philosophy

SEPTEMBER 5, 2014

Considering this fact, I have prepared a simple list of things that can help you learn from my experience (read: mistakes) and be a better manager of people. Mistake #3: Over promising and under delivering. I have found that what impresses people the most is when you tell them what you are going to do, and then you do it, every time.

Net Promoter Score 60

Net Promoter Score Social Media Customer Satisfaction Customer Loyalty 60

SurveySensum

OCTOBER 17, 2023

‘Meet Sarah, a young entrepreneur with a promising business idea. Sarah reluctantly accepted the terms and embarked on a lengthy loan approval process To say that Sarah’s experience with the NBFC was dissatisfying would be an understatement. Sarah’s disappointing experience is not an isolated episode.

Customer Feedback 52

Customer Feedback NPS Actionable Insights Sentiment Analysis 52

Comm100

JUNE 19, 2018

Hearing the philosophies that power world-class companies to deliver exceptional customer experiences is incredibly inspiring, and can drive you to adjust the same philosophies that affect your processes. Common Purpose & Brand Promise. If there are mismatches, it’s likely your customers will feel them acutely.

Contact Center 40

Contact Center Entertainment Start-ups CX 40

Comm100

NOVEMBER 27, 2017

s apology (or non-apology ) for sexual assault; brands in every industry are learning that the apology letter is an extremely difficult art form to master. What is it about the apology that can bring some of the biggest brands and names to their knees, or resurrect brands that seemed as good as gone? rawpixel.com.

Social Media 120

Social Media Non-Profits Legal Manufacturing 120

CX Journey

JUNE 22, 2017

It was published on their blog on October 25, 2016. In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does. In Part 1 of this two-part series, I left off with Step 3: Outline the Customer Lifecycle. with the company.

Customer Journey Map 58

Customer Journey Map Voice of the Customer VOC Social Media 58

PeopleMetrics

JUNE 22, 2015

When you send an email out, it lets you see how people are interacting with your message. It can be helpful to gauge interest, and also for timing your phone follow-ups to when the buyer is most interested in you (e.g., when they are actually reading your email). Sidekick from HubSpot. LeadMetrics from PeopleMetrics.

B2B 99

B2B Sales Technology Technology 99

Comm100

APRIL 27, 2020

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from. And the secret tool behind all of this is omnichannel routing.

Omnichannel 59

Omnichannel CRM Customer-Centric Organization Social Media 59

Customer Bliss

AUGUST 11, 2016

Personally, I mostly tend to respect MBAs when they enter a business. We have documented research everywhere that customer experience is more valuable than the perceived financial number attached to your brand , but many schools are still teaching power branding and old-school sales funnels. Customers defect.

Start-ups 56

Start-ups Sales Customer Feedback CX 56

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. Tip: Designing annual priorities will be unique to each contact center, and may depend on company history, culture, and customer experience goals.

Contact Center 42

Contact Center Social Media Customer Journey Map Omnichannel 42

CX Journey

JULY 21, 2015

It appeared on their blog on February 19, 2015. Seems like when people say, " Work/life was so much easier 50 years ago ," perhaps they're on to something. Yves and his colleagues at BCG created this concept of "smart simplicity" to help overcome the complexities of organizations and the resultant employee experience/disengagement.

CX 84

CX Customer Experience 84

CX Journey

DECEMBER 4, 2015

It was published on their blog on June 18, 2015. If we reduce employee effort and increase employee empowerment, the outcome ought to be improved employee efficiency. Inefficiencies can be introduced when we hire the wrong people - those who don't have the right skills or who just don't know how to get the job done.

Education 37

Education Start-ups Innovation Customer Experience 37

Fonolo

OCTOBER 26, 2023

Companies place a great deal of importance on meeting customer expectations. According to Forrester, nearly 95% of leaders say that providing a good customer experience is a top strategic priority, and 75% want to use customer experience as a competitive advantage. What do customers want?

Customer Expectations 81

Customer Expectations Social Media Contact Center Customer Service 81

Comm100

MARCH 20, 2018

to send a letter to a customer. Holiday letters are an excellent way to keep customers up-to-date, send out promotions, and show customers you care. Use the steps laid out in this blog post to write winning sales letters your peers will wish they had sent. On-Brand Happy Birthday. Congratulations on Graduating.

Non-Profits 40

Non-Profits B2B Sales Sports 40

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. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

SurveySensum

SEPTEMBER 7, 2023

A CSAT Survey on delivery experience – ‘On a scale of 1 to 5, how satisfied are you with your overall experience with our delivery service?’ And each of them has a different approach when it comes to understanding and measuring overall customer satisfaction and loyalty. When to Send a Relationship NPS Survey?

NPS 52

NPS Net Promoter Score Close the Loop B2B 52

Totango

JULY 19, 2021

The COVID-19 pandemic created a new sense of urgency around protecting and nurturing customers by highlighting the fact that customers truly are the core of every business. And in this customer-centered economy, your customer success (CS) team is invaluable. Qualities of an ideal CSM include. .

Start-ups 124

Start-ups Customer Feedback Education Sales 124

Hodusoft

AUGUST 16, 2023

5 Ways Multi-Tenant PBX Software Can Improve Your ISP Business In the last few years, a lot has changed the way individual users access the internet. An Internet Service Provider (ISP) must provide the following things to meet its client’s needs and gain a massive competitive edge over competitors. percent from 2022.

Technology 52

Technology Technology Customer Retention Entertainment 52

Intercom, Inc.

FEBRUARY 22, 2018

If your product is to survive and your business is to grow, improving your user onboarding must always be top of mind. First, onboarding is the one thing that every user of your product experiences. This week, we’re pulling together some of their sharpest insights to help you take stock of and improve your own onboarding.

Start-ups 194

Start-ups Education Engineering Sales 194

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.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Comm100

FEBRUARY 10, 2022

When you sign up on Netflix, the streaming platform first asks about your preferences regarding languages and genres you’d like to consume. Netflix then uses this information to personalize its content recommendations and meet your preferences—leveraging the power of personalization to engage with its users.

Customer Service 52

Customer Service Social Media Omnichannel Customer Acquisition 52

Hodusoft

AUGUST 23, 2023

But the advent of multi-tenant IP PBX software proved to be a game changer for MSPs as it enabled them to efficiently manage and provision phone systems for multiple clients, while ensuring security, customization, and cost-effectiveness. What is Multi-Tenant IP PBX Software? How Does Multi-tenant IP PBX Software Benefit Msps?

CRM 52

CRM Technology Technology Customer Relationship Management 52