Intercom, Inc.

OCTOBER 21, 2020

The feelings customers take away from an experience with your company are far more important than any “response time” metric. At Intercom, we work hard to figure out more than just what our customers want to do. We study how they want to feel and how they’d like to be helped. Define how your article helps users.

Start-ups 211

Start-ups Sales Customer Experience 211

Experience Investigators

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. What’s the difference?

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Experience Investigators

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

SurveySensum

APRIL 9, 2024

Did you know that companies that excel at customer experience have 1.5 times more engaged employees than companies delivering mediocre customer experience? This shows the exceptional impact engaged employees have on customer experience. Now, what is the first step to boost employee experience ? It is simple.

Text Analytics 52

Text Analytics Customer Journey Map Touchpoint Start-ups 52

Totango

NOVEMBER 10, 2020

A key component of creating customer success is working with your customer to identify and organize mutual goals into a standardized customer success plan. Your customer success team can keep clients better informed on their progress, actively demonstrating the value obtained through your product.

Customer Relationship 120

Customer Relationship Customer Satisfaction Start-ups 120

Inside Customer Service

MAY 27, 2021

I talk to a lot of people who are trying to improve customer service. Peter Gollwitzer, a professor in the Psychology Department at New York University, gave me a treasure trove of studies on achieving goals. I've combined them with my own experience talking to thousands of customer service professionals.

Start-ups 148

Start-ups Social Media Contact Center Customer Service 148

Intercom, Inc.

FEBRUARY 11, 2020

Here’s three better ways to create retention campaigns that feel genuine and actually work: Focus on how your product helps. 1: Focus on how your product helps. The mistake at the heart of the “We Miss You” message is that it represents the customer’s relationship to the business as personal, not commercial.

Scorecard 282

Scorecard B2B Business Growth Customer Relationship 282

Zendesk

OCTOBER 13, 2023

So too can businesses create their own playbook and implement it into their customer success strategy. Customer success playbooks provide step-by-step instructions that outline the best practices for achieving specific goals. What is a customer success playbook? What’s in a customer success playbook?

Touchpoint 52

Touchpoint Customer Journey Map Sports Construction 52

Callminer

MAY 27, 2020

The very people who keep businesses functioning and evolving are all too often overlooked to primarily focus on satisfying paying customers. However, it is of critical importance that every employee’s experience with your company be taken seriously. Keep performance reviews goal-oriented and collaborative.

Start-ups 254

Start-ups Technology Technology Education 254

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. We’ll walk you through a five-step strategy to promote customer success using playbooks.

Customer Retention 88

Customer Retention Construction Touchpoint Gaming 88

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Net Promoter Score 83

Net Promoter Score Customer Experience NPS Healthcare 83

Fonolo

SEPTEMBER 14, 2023

Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover.

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

NPS 157

NPS Touchpoint Construction Sentiment Analysis 157

Callminer

APRIL 30, 2020

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. The most successful companies have solutions in place for monitoring customer interactions and analyzing customer sentiment. Be sure to apologize.

Customer Service 273

Customer Service Contact Center Start-ups Construction 273

SurveySensum

MARCH 5, 2024

It is a direct, efficient tool that will propel your workplace to greater heights, enhancing employee experience. And for that, all you need is an efficient employee feedback tool at your disposal. The goal is to enhance performance, foster professional growth, and contribute to the overall improvement of the work environment.

Construction 52

Construction Start-ups Innovation Gaming 52

SurveySensum

SEPTEMBER 5, 2023

Do you know how exceptional customer experience can transform your SaaS journey? You will also share your positive experiences with your friends and colleagues. Your customers feel the same way. But what more can an exceptional SaaS customer experience bring to the table? Why does this matter? –

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

Experience Investigators

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. A Customer Experience Charter can answer that question. What is a Customer Experience Charter?

CX 130

CX Net Promoter Score Government NPS 130

Experience Investigators

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. If this describes your organization, I hope you know how fortunate you are. This manifests as not getting the resources, people, technology and tools they need to help actually deliver better experiences. That’s right.

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136

Fonolo

JUNE 15, 2021

If you want high productivity and a positive culture for your contact center, but don’t value or monitor call center agent engagement , your growth will be forever stunted. Luckily, taking steps to monitor and improve call center agent engagement is fairly easy. Need help identifying the cream of the crop?

Contact Center 115

Contact Center Sales Customer Retention Customer Satisfaction 115

Zendesk

OCTOBER 20, 2023

Your business is only as successful as your customers are. When you make sure customers have what they need to succeed, you also win as a business. In order for businesses to efficiently and systematically achieve the criteria above they should create customer success plans. What is a customer success plan?

Net Promoter Score 52

Net Promoter Score Customer Journey Map Touchpoint Sales 52

Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. What is a customer experience (CX) program?

Net Promoter Score 89

Net Promoter Score Customer Experience Customer Journey Map NPS 89

Lumoa

JUNE 2, 2022

There is no doubt that customer feedback is one of the most valuable resources that companies have available. When used properly, reviews and other types of feedback allow enterprises to develop engaging marketing campaigns , design better products, and make strategic decisions based on what customers expect from their products and services.

Customer Feedback 83

Customer Feedback Sentiment Analysis Touchpoint Start-ups 83

Intercom, Inc.

SEPTEMBER 26, 2018

In the world of recurring revenue, SaaS companies realize they need engaged customers if they are to grow a healthy, sustainable business. This is where having a solid customer engagement strategy comes in. Nowadays, you have to win over your customers month after month just to keep the lights on. Those days are over.

Start-ups 202

Start-ups Customer Feedback Sales 202

Totango

AUGUST 8, 2021

Driving software adoption through customer success in the 2020s is a precision business. Your product adoption strategy—the process you follow to ensure your customer is achieving maximum value from their daily use of your product—should be based on solid data and driven by the pursuit of ever-evolving goals.

NPS 118

NPS Customer Experience 118

SurveySensum

NOVEMBER 28, 2023

How to make it actionable? And how to respond to the customers? NPS and CSAT are more than just customer satisfaction measuring tools, they serve as instruments to gauge satisfaction, enhance overall customer experience, and foster customer loyalty. Here’s what I do: Step 1: Segment responses.

NPS 52

NPS Touchpoint Customer Feedback Start-ups 52

SurveySensum

MARCH 20, 2024

Did you know that 72% of customers will share a positive experience with 6 or more people? If not, then you are missing out on A LOT of opportunities to boost your customer satisfaction. Now, understand the importance of creating a positive customer experience for your customers. And how to facilitate this?

Customer Experience Management 52

Customer Experience Management CXM Customer Experience Text Analytics 52

Lumoa

FEBRUARY 16, 2023

It’s important for your business to understand your customers. You need to know how they use your products or services and what they expect from you. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. Business owners have always sought out customer opinions.

VOC 94

VOC Unstructured Data Customer Feedback Net Promoter Score 94

SurveySensum

OCTOBER 26, 2023

Paul’s online handcrafted jewelry store started seeing a decline in customer satisfaction and repeat purchases. So he started sending CSAT surveys after every purchase to his customers to learn about their shopping experience, product quality, and overall satisfaction. Why should you Measure Customer Satisfaction?

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score Social Media Customer Loyalty 52

Experience Investigators

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? What is a Customer Persona? A customer persona is a visualization of a representation of your customer.

Customer Journey Map 136

Customer Journey Map B2B B2C CX 136

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Customer Retention 86

Customer Retention Customer Journey Map Net Promoter Score Scorecard 86

Totango

JULY 5, 2022

In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift. You need to be able to retain and scale your current customer base efficiently, with the current resources you have rather than adding more. . Dive into Customer Health. So, how do you do this?

Net Promoter Score 99

Net Promoter Score Start-ups NPS Customer Relationship 99

Experience Investigators

JANUARY 24, 2023

Customer advisory boards (also known as CABs) can be a powerful tool for unlocking the potential of your relationships with customers. The very idea of a Customer Advisory Board – actual customers providing wisdom and feedback to literally advise your brand for the future – sounds like a win.

Start-ups 98

Start-ups B2C Construction Customer Feedback 98

Zendesk

OCTOBER 20, 2023

The right customer service plan is like the Infinity Gauntlet in the Marvel Universe. Similarly, a customer service plan captures and displays the crucial elements of customer service in a living document. The plan gives your business a blueprint to achieve your customer service goals.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 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. Picture this : You step into Office A, and immediately, the air is charged with positivity and collaboration. Where would you prefer to work?

Healthcare 52

Healthcare Net Promoter Score Start-ups Customer Satisfaction 52

Intercom, Inc.

MARCH 16, 2021

Today, customer expectations are at an all-time high. A proactive customer support approach is the key to regaining control. The typical support “strategy” is to let common issues roll in for your support team to address. Instead of deflecting conversations, your team can prevent common issues from occurring in the first place.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. Then we’ll lay out seven steps to bring agile innovation to customer success.

Innovation 98

Innovation Government Customer Journey Map Technology 98