Intercom, Inc.

JULY 16, 2018

Yes, on one hand it’s easier for people to sign up and try your product, but on the other hand, a lack of commitment means that switching costs between products are lower. The easier your software is to try, the less value a prospect might attribute to it. We try to find out why they’ve started a trial as soon as possible.

Sales 137

Sales Start-ups Customer Acquisition 137

Customer Think

JANUARY 17, 2024

Cross-selling – selling similar or related products that complement those that existing customers already have – is one of the most successful sales strategies available. McKinsey research shows that cross-selling can increase sales by up to 20 percent and profits by up to 30 percent.

Sales 53

Sales 53

ClientSuccess

JUNE 22, 2022

This overarching question made our team at ClientSuccess go back to the basics of customer success to determine what exactly goes into every customer relationship that ensures retention, satisfaction, and ongoing loyalty. Here is the tried and true recipe: trust + communication = customer loyalty. Toolkit: How To Build Customer Loyalty.

Customer Loyalty 52

Customer Loyalty Customer Retention Customer Relationship Customer Experience 52

Help Scout

DECEMBER 27, 2023

In this article, we’ll explore how companies are currently using AI to improve customer experience, and we’ll offer some options for tools to consider if you’re ready to add an AI layer to your efforts. Read the full article

AI 57

AI Customer Experience 57

Customer Think

JULY 9, 2021

Over the last couple of years, Connected TV, via channels like Hulu and IMDB, has emerged as a productive new advertising medium. CTV offers two key benefits: precise household-level targeting, and accurate tracking for attribution. Which is exac.

B2B 80

B2B 80

Customer Think

NOVEMBER 5, 2021

Product returns are a costly proposition for the vast majority of manufacturers and retailers. According to the National Retail Federation (NRF), consumers returned an estimated $428 billion in merchandise – approximately 10.6% of total U.S. retail sales – in 2020.

Manufacturing 80

Manufacturing Retail Sales Technology 80

Totango

APRIL 13, 2021

3 Reasons to Try Before You Buy. The post Don’t Buy into Fake News: Why Try Before You Buy is Best appeared first on Best Customer Success Blog | Trends & Articles for Enterprise Growth. That’s why Totango offers our customer success solution for free – forever! No trial period, no fake demo, no pushy salesperson.

Start-ups 68

Start-ups Sales 68

Customer Think

MAY 16, 2023

The likelihood of customer service excellence becoming the norm at your company is increased not only via direct behavioral and procedural changes, but also by nurturing the correct mindset, a mindset that will allow you to grow ever closer to delivering the highest level of customer service.

Customer Service 64

Customer Service 64

Zonka Feedback

DECEMBER 29, 2023

In today's data-driven world, collecting data is the lifeline of decision-making, strategy formulation, and innovation.

Healthcare 59

Healthcare Retail Innovation 59

SurveySensum

JULY 15, 2022

Try SurveySensum features for FREE ?. #2 Meanwhile, try SurveySensum features for FREE ?. Customizable pricing plans to choose from. For heavier integrations, you may need team support. Free Trial: Yes, it offers a free plan and free trial. Pricing: Pricing starts at $61/month.

Sentiment Analysis 52

Sentiment Analysis Start-ups NPS Customer Feedback 52

Customer Think

JULY 24, 2023

I recently got a call from a noted venture capitalist of healthcare apps. DH: I heard you have a model that facilitates permanent behavior change. I wonder if it would work with any of the 15 healthcare apps I’ve invested in. SD: I do have a model that does that. And it certainly could be […]

Healthcare 52

Healthcare 52

Customer Think

JULY 18, 2023

Source: Amazon In his new book, Evolutionary Ideas: Unlocking ancient innovations to solve tomorrow's challenges (Harriman House Ltd., 2022), Sam Tatam argues that marketers and other business professionals don't always need to cre.

Innovation 52

Innovation 52

Help Scout

NOVEMBER 20, 2023

Learn how AI features can transform a traditional help desk into a proactive, efficient, and highly responsive support system tailored completely toward helping your team (and your customers). Read the full article

AI 57

AI 57

SurveySensum

JUNE 25, 2019

The post 3 Guest Experience Management Tactics every Restaurant should try appeared first on SurveySensum. Curious how SurveySensum – an AI-enabled Experience Management Platform could help your organization gain customer loyalty and retention? Email us today for a free consultation at support@surveysensum.com.

Actionable Insights 75

Actionable Insights Customer Experience Management Customer Loyalty AI 75

Customer Think

AUGUST 28, 2023

Loyalty apparently does have a price. For many shoppers, that price might be $5.11. That is what Americans are paying today, on average, for a package of chocolate chip cookies. The price reflects an inflation rate of nearly 8% per year since 2020, according to the U.S. Bureau of Labor Statistics. is what […]

Customer Loyalty 64

Customer Loyalty 64

Help Scout

AUGUST 22, 2023

Building great customer relationships can be tough! Here are 12 customer engagement software tools to help you better connect with customers. Read the full article

Customer Relationship 40

Customer Relationship 40

Customer Think

FEBRUARY 1, 2022

Retailers ended 2021 scrambling to cover for a worker shortage, and food sellers likely felt the worst of the squeeze as shopper demand at the grocery climbed. Self-checkout helps, but stores need workers to answer questions, stock inventory and prepare foods. This has inspired some innovative fixes. Next time you pick up a 69-cent can […].

Retail 69

Retail Customer Experience Innovation 69

Customer Think

SEPTEMBER 27, 2021

I recently heard a project manager in a software services company mention a ‘very important’ book on persuasion that she passed on to her team. I was curious why she liked it. S: It’s vital we persuade our clients. My team must learn to use the right words to convince them they’re wrong, and get […].

Sales 64

Sales 64

Heart of the Customer

JANUARY 10, 2018

The post Comcast is trying – but they still don’t understand what CX really is appeared first on Heart of the Customer. Most of these complaints have to do with negative touch points, such as reps who change customers’ names to insults or loyalty reps who won’t let a customer cancel.

CX 84

CX Customer Experience Customer Service 84

Heart of the Customer

APRIL 15, 2015

The post Why is Ace Hardware trying to buy my loyalty? Like most of it’s compatriots, it’s the anti-Home Depot. You get a good selection at a decent price. But what really matters is the convenience and the really good advice from […]. appeared first on Heart of the Customer. Culture Customer Experience Minneapolis CX'

CX 94

CX Customer Experience 94

Lightico

AUGUST 9, 2021

Whether it’s how to transfer bank accounts or loans, how to transfer a mortgage to another person, or how to repay another customer’s debt, these transfers are important decisions and may well be high stakes for the customers who may already be experiencing trying circumstances. prevent accounts from falling into delinquency.

Legal 52

Legal Contact Center NPS Customer Relationship 52

Comm100

NOVEMBER 23, 2016

After all, customers buy your products; fans go out and try to convert their friends and family to your brand. The post 5 Awesome Customer Loyalty Program Ideas You Should Try appeared first on Comm100. The real point of any loyalty program is to get people hooked on your brand, turning your average customer into a loyal fan.

Customer Loyalty 59

Customer Loyalty Start-ups Social Media Sales 59

CX Accelerator

NOVEMBER 7, 2023

The representative on the phone went so far as to tell me that I should try calling my credit card company to see if they had any information about my flights. You can try calling back and perhaps another office will have a supervisor.” You can try calling back and perhaps another office will have a supervisor.” Again, huh?

Net Promoter Score 316

Net Promoter Score Legal Construction Social Media 316

Win the Customer

MARCH 12, 2014

How do you make your customers stay with you for the long haul? Through the magic of customer service. These 4 tips make sure you''re sticking to what works. Customer Service'

Customer Service 139

Customer Service 139

Heart of the Customer

JANUARY 16, 2018

Try Taking the Bus appeared first on Heart of the Customer. That started a series of inexcusable events that makes a CX enthusiast shudder in disbelief. It started when I went to buy her ticket. If the credit card doesn’t match […]. The post You Think Airline Service is Bad?

CX 37

CX Customer Experience 37

Myra Golden Media

AUGUST 1, 2017

Four minutes into the call and I could see I was heading for trouble. The customer was a storyteller and a rambler. Plus, she was mad. She’d already spoken to an employee in the field and to one of my employees at the corporate office. Now the call had come to me.

Customer Experience 83

Customer Experience 83

The Belding Group

AUGUST 30, 2023

I’d been struggling to write this for several weeks, trying to find a suitable alternative for the over-used term ‘superstar’ to describe someone who stands out and energizes the people around them. How to Spot a Workplace Power-Up Those shining stars that make work better I have a confession.

264

264

SugarCRM

APRIL 3, 2020

The post In Trying Times, Good CX Is More Important than Ever appeared first on SugarCRM. The most important thing to remember during economic uncertainty is that it’s just a pause, not the end of business.

CX 33

CX Customer Loyalty Government Customer Satisfaction 33

Myra Golden Media

AUGUST 27, 2018

For all of my customer service workshops, I like to arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. In the past, I’d just hang out in the back of the room, and I’d approach the front only after I was introduced.

Start-ups 61

Start-ups Customer Service Customer Experience 61

Inside Customer Service

JANUARY 11, 2024

You try to walk them through some diagnostics. I try to guide them with visual words since I can't share visuals. Here's an example: Take Action Try experimenting with these techniques. Your customer struggles to describe the problem over the phone. The doohickey won't connect with the thingamajig," they stammer.

Customer Service 235

Customer Service 235

Myra Golden Media

JANUARY 30, 2019

I’ve taught many supervisors and managers to do the Wonder Woman, pose before talking to employees about trying things, like attendance, performance, behavior, and attitude. Try it for yourself and let me know if it works for you. Many clients have enthusiastically shared with me that pose has helped them. Ahhh, thanks!

Customer Experience 48

Customer Experience 48

Futurelab

APRIL 26, 2024

#NoBullshitCX #20yearsFuturelab “Consumers should care. Check that.” Ever tried to convince engineers they are doing something wrong? When we advised a global electronics manufacturer on their innovation process, I thought their heads of R&D would bite my head off for even thinking of changing it.

Engineering 157

Engineering Manufacturing Innovation Start-ups 157

Inside Customer Service

MARCH 14, 2024

Your learners will learn less if you try to adapt to individual preferences. It's these preferences that create danger. What is the danger of using learning styles? Danger lurks when you attempt to apply learning styles. The most obvious danger is that learning styles don't exist.

Customer Service 244

Customer Service 244

Customer Bliss

OCTOBER 3, 2016

Listen and try to come to a mutually beneficial solution. I call it “killing them with kindness.” It’s easy to get mad and confrontational, but that helps no one. Do everything you can to solve the problem. In the end you may not be successful, but at least you can go to bed at night knowing you tried your best.

Construction 42

Construction Customer Service 42

Adrian Swinscoe

AUGUST 10, 2022

“Can you please come up with a solution to the daily frustrations we have just trying to work together and serve customers?” ” This is a common […]. The post An end to customer support frustrations? Meet NextivaONE first appeared on Adrian Swinscoe.

246

246

SugarCRM

AUGUST 25, 2022

In the battle to win and retain customers, one poor experience with your business can mean the loyalty and trust you’ve been building vanishes overnight.

CRM 26

CRM AI Actionable Insights Sales 26