Customer Think

JANUARY 29, 2022

SaaS organizations are increasingly growing wise to the importance of customer success (CS) programs. Not to be confused with customer experience or customer service, customer success is how businesses conceive of the long-term success of their clients, achieved through direct collaboration with themselves as software providers. This article outlines how to plan and launch your […].

Customer Service 124

Customer Service Customer Experience Customer Loyalty 124

Beyond Philosophy

JANUARY 29, 2022

One of our listeners in Finland is in a pickle. Anna wants to operationalize journey mapping to make their Customer Experience more customer centric. Perhaps more importantly, she wants these improvements to prove practical and effective rather than viewed as a “soft and fluffy” exercise that is not practical for the organization to continue to support.

Management Consulting 97

Management Consulting Customer Experience CX 97

Customer Think

JANUARY 29, 2022

Where this software fits in your business and technology landscape and two valuable use cases to get you started The Customer Data Platform (CDP) has been implemented by leading e-commerce companies to power their customer experiences and make personalized offers that drive profits. Here is how to do it too. How would you find your […].

E-commerce 110

E-commerce Technology Technology Customer Experience 110

Doing CX Right

JANUARY 29, 2022

Matt Dixon, co-author of The Challenger Sale, Challenger Customer, and Effortless Experience shares insights to understand and address customer needs beyond survey methods. The post Predicting Customers Next Actions (buy, refer, leave) Beyond Traditional Surveys appeared first on Doing CX Right.

CX 75

CX Sales Customer Experience 75

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Customer Think

JANUARY 29, 2022

In every customer journey, there are interactions that matter more than others. Those moments can cause customers to leave you, or lead to stronger engagement, or make customers more expensive to serve.

Customer Experience 78

Customer Experience 78

Zonka Feedback

JANUARY 29, 2022

Surveys are a great way of collecting Customer Feedback, and the core of any survey is the questions you ask in the survey. But including good questions is not enough. You need to ensure that the questions are relevant to the particular customer, the order of your questions is correct, and it is the right moment to ask them. In other words, your surveys should be logical.

Customer Feedback 52

Customer Feedback 52