Mon.Nov 27, 2023

article thumbnail

The next generation: Leveraging customer success to drive value

Totango

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango. In a recent episode of The Digital Customer Success Podcast , Totango’s SVP of Customer Success, Chris Dishman had an insightful conversation with host Alex Turkovic about digital customer success (CS) hot topics, including health sc

article thumbnail

How to Avoid your CX Initiatives from Being Another flavor of the Month

The DiJulius Group

You’ve spent months executing a new initiative to help streamline things for your team. Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment. The day arrives, the notice goes out to the team, Read Full Article The post How to Avoid your CX Initiatives from Being Another flavor of the Month appeared first on The DiJulius Group.

CX 98
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Trends shaping The Forrester Wave™: Customer Success Platforms report

Totango

After several years of relentless pursuit of new business, 2023 made it clear to many companies that growth at all costs is not a sustainable strategy. With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion.

B2B 93
article thumbnail

The Promise and Peril of Generative AI

Customer Think

Source: Shutterstock Generative AI has the potential to drive a once-in-a-generation step-change in business performance and productivity, but a recent, first-of-its-kind scientific experiment demonstrates that generative AI can also be a double-edged sword. When used correctly for appropriate tasks, it can be a powerful enabler of competitive advantage.

AI 72
article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

article thumbnail

Harmonizing sales and CS to drive revenue growth and deliver value

Totango

We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. How teams accomplish this challenging dance, however, is an ongoing question. Totango’s SVP of Customer Success Chris Dishman recently sat down with the Customer Success Collective in an exclusive episode of the CS School Podcast where he offered some keen insights into how to create and foster a harmonious relationship between sales and CS.

Sales 71
article thumbnail

The Wholehearted Traveler and Other 2024 Travel Trends

Customer Think

Back in 2020, we predicted the rise of the Revenge Traveler and the impact it would have on travel and hospitality experience providers. As we approach 2024, we are spotting a new type of traveler on the horizon.

More Trending

article thumbnail

10 top books about creating a customer culture that delivers

Customer Think

Every company wants to make its customers happy but, in reality, few really succeed. The intentions are there, but the execution tends to be average or even poor, and I believe that customer culture lies at the very heart of that conundrum.

article thumbnail

Jack Henry Connect Takeaways

NGDATA

Jack Henry Connect, the annual educational and technology showcase in Indianapolis, was again a big success. They focused on building connections, solving challenges, and strengthening relationships. And also this year, the event gave attendees new perspectives and insights from colleagues and industry experts: Takeaway One: Customers Expect Personalized Experiences Customers expect more from their banks.

article thumbnail

5 Reasons You Should Offer 24/7 Support to Your Customers

Customer Think

Customer support plays a major role in helping you engage a relevant audience and retain your existing customers. A customer’s journey with you doesn’t end as soon as they purchase your products or services. It starts from there.

article thumbnail

Advantages & Disadvantages of Closed Ended Questions

Zonka Feedback

Closed-ended questions are survey or feedback form questions that provide customers some predefined choices of answers to choose from, which may be in the form of options like Yes or No, ratings from 0 to 10, opinions from Strongly Agree to Strongly Disagree, or a range of options depending upon the context of the question. Basically, the customer is not asked to write their opinion in their own words.

52
article thumbnail

Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

article thumbnail

How to create an inspired workforce: Articulate

Customer Think

Yesterday I posted the first blog in this series. Over the next several weeks, I will share additional posts to support the efforts of leaders, managers, and supervisors to create an inspired workforce. In summary, the first step is to discover for you.

52
article thumbnail

4 key lessons from the frontlines of critical customer service

Zendesk

The vast majority of customer service isn’t critical, but that’s not the case for nonprofits working at the forefront of some of the most pressing challenges facing our planet and society today. From connecting refugees with life-saving information to responding to survivors of domestic violence, these teams understand the urgency of a quick, efficient, and empathetic response.

article thumbnail

Common Enterprise Software Implementation Challenges to Avoid

Customer Think

In the modern age of business, the implementation and integration of enterprise software has become an integral part of success. Why? Such implementation facilitates streamlined processes, increased efficiency, and enhanced decision-making capabilities, among other things. All important for running a business, yes? Yes. Unfortunately, implementing enterprise software is easier said than done, i.e.

article thumbnail

Unlocking seamless customer experiences with JYSK 

Logicalware

In the spotlight of Puzzel’s annual event, Elevate ‘23, we delved into the critical realms of customer experience and artificial intelligence. Joined by Tanja Ammentorp, Customer Service Director at JYSK , she gave an exclusive look into the strategies and technologies propelling JYSK to the forefront of customer-centric innovation. JYSK – a Scandinavian retail pioneer Boasting over 3,300 stores and web shops in 48 countries, JYSK’s mission is clear – to be the customer’s preferred choice

article thumbnail

Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

article thumbnail

The Future of Call Center Services: Digital Transformation and Beyond

Customer Think

In today’s rapidly evolving digital landscape, businesses are constantly seeking ways to stay competitive and meet the ever-increasing demands of their customers. One area where this transformation is taking place is in call center services. Traditional call centers are evolving into highly efficient and technologically advanced hubs that deliver exceptional customer experiences.

article thumbnail

7 Common Challenges in In-App Feedback Analysis

SurveySensum

Imagine you spend most of your time on social media apps because you love sharing pictures. But today you’re unable to upload multiple photos in one post – a technical glitch. Now after a few days, while using the app (as you’re a frequent user), an in-app survey popped up. You leveraged this moment and explained the issue step by step. You gave detailed feedback and suggested making it easier to add multiple pictures and organize them in a single post.

article thumbnail

What’s a marketer’s most powerful tool? Surprisingly, it’s regret!

Customer Think

Every time I turn my television on, I regret it. Is it the programming? Is productivity wasted? Wistful feelings of stardom never pursued? No. I regret buying my Sony TV. The menu system is not very intuitive. It’s slow. The settings seem to change without warning. This bloody thing drives me around the bend.

article thumbnail

Thankful Leadership – Why & How to Develop a Grateful Culture

Customer Think

Five years ago, I posted the following: My parents told me, I told my children, and I suspect they will tell their children two magic words. In the United States, during this time of year, these words play prominently in family gatherings.

45
article thumbnail

How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

article thumbnail

Over The Barrel With Dolly – Cracker Barrel Ties National Treasure To Its Rewards

Customer Think

Dolly wants a rockin’ good time. And, being Dolly, she wants you to have one, too. By extending its ongoing relationship with Dolly Parton to its recently launched Cracker Barrel Rewards program, the down-home chain might be hoping to put its competitors over a barrel.