Beyond Philosophy

DECEMBER 7, 2023

.” But a phrase is little more than words unless there is action that comes from it. Therefore, we ask you to submit your thoughts, ideas, or reports and statistics…anything that we can then review. Just click here to learn more and submit. However, I disagree; fewer people work in Customer Experience these days.

Customer Experience 222

Customer Experience Chatbots Customer centricity Education 222

ShepHyken

JULY 28, 2023

She shares what social proof is and how it nurtures credibility, builds trust, and increases profitability. It is founded on a simple idea: when we are unsure what to do in a given situation, we look for clues in other people’s choices and—in many cases—will copy them. And how can it boost customer trust in your brand?

voip 156

voip Marketing SaaS Personalization 156

ShepHyken

JUNE 29, 2018

This week we feature an article by Laura Bourne who shares four important factors that can help you achieve success and avoid customer service problems. – Shep Hyken. Your most unhappy customers are your greatest source of learning. There is no denying that loyal customers are the bread and butter of an organization.

Customer Service 206

Customer Service Feedback Coaching Management 206

Beyond Philosophy

JUNE 9, 2022

Many organizations bust their backs trying to deliver excellent Customer Service. However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. Self-service has been one of the most significant trends in all business in the last two decades.

Self service 222

Self service Airlines Chatbots Consulting 222

CustomerSuccessBox

MAY 18, 2022

So has the customer success industry and the content around the space! Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022!

SaaS 52

SaaS Upselling Education Customer retention 52

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX).

83

83

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. In fact, 63% of CAB members said their top 2024 prediction was that businesses would put more strategic and bottom-line emphasis on expansion versus acquisition to drive revenue growth.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

Beyond Philosophy

MARCH 17, 2022

People ask me a lot if there is a difference between experiences and creating customer loyalty when you are a business-to-business (B2B) organization as opposed to a business-to-customer (B2C) one. We have a client that is interested in creating more stickiness or more loyalty to his own B2B clients.

Banking 195

Banking B2C B2B Construction 195

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Automotive 99

Automotive Journey mapping Self service Sales 99

Nicereply

JANUARY 17, 2024

In today’s hyper-connected world, where customers wield more power than ever before, businesses face an unrelenting challenge: customer complaints. Did you know that, on average, dissatisfied customers will share their negative experiences with 9-15 people ? Why solve customer complaints?

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

OctopusTech

MARCH 3, 2024

Developing a custom website or web application in-house requires significant investment in a skilled technology team, infrastructure, and overhead expenses. Many companies are now turning to outsourcing as a strategic approach to get their web projects executed faster and more cost-effectively. Here is a step-by-step guide: 1.

outsourcing 62

outsourcing Technical Support Government Metrics 62

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.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

Comm100

DECEMBER 8, 2020

Owning a business is not a piece of cake. And with so much work, it’s no wonder that the need for simpler solutions has become essential to a business’s success. Using artificial intelligence to make business processes more efficient is no longer a thing of the future. It takes careful management of a lot of moving parts.

Chatbots 53

Chatbots Scripts Sales Personalization 53

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. .

Banking 94

Banking Customer Experience Big data Chatbots 94

Nicereply

JUNE 20, 2023

Recruiting a customer experience talent is always a challenge. Recruiting top Customer Experience talent has added complexities because these hires likely impact customers directly. Recruiting top Customer Experience talent has added complexities because these hires likely impact customers directly.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

Nicereply

FEBRUARY 8, 2023

Most customer service communication happens over the phone. It’s both more immediate and more personal than email exchanges, and results typically come faster. Customers are coming to you confused and needing information or even breathing fire on the other end of the call. Reduce wait times Everyone is always in a rush.

Wait times 105

Wait times Customer Service Personalization Management 105

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience.

Analytics 83

Analytics Feedback Metrics Surveys 83

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.

Customer Experience 83

Customer Experience Healthcare Metrics Customer emotions 83

CSM Magazine

DECEMBER 13, 2023

In a competitive market, stellar customer service stands as the cornerstone of a thriving business. As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Note that most of these customers were once very loyal to the brands they supported.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Lumoa

FEBRUARY 28, 2023

Your customers are sharing their experiences online. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Businesses that want to grow in 2023 (and beyond) realize that this isn’t a problem—it’s an opportunity.

Feedback 83

Feedback Surveys Metrics Customer Experience 83

JivoChat

APRIL 16, 2023

How can you make sure your ecommerce venture succeeds? In this guide, we’ll look at some strategies you can use to succeed in your ecommerce venture. In this guide, we’ll look at some strategies you can use to succeed in your ecommerce venture. trillion dollars by 2026—a significant increase of 56% from 5.2

Analytics 82

Analytics Engineering Advertising Sales 82

JivoChat

JANUARY 15, 2023

An effective lead nurturing strategy will help you turn more of your leads into paying customers. But, it’s not always easy – you have to fight for your audience’s attention against other companies, and prove to your leads why it’s worth investing in your product or service. What is Lead Nurturing?

Best practices 75

Best practices B2B Sales Multichannel 75

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

IdeasUnlimited

AUGUST 26, 2022

Many company owners have had to devise new ways of escaping inflation’s grip over their business. Many company owners have had to devise new ways of escaping inflation’s grip over their business. The only question is, are businesses prepared to navigate through it? Is it harder for your workers to deliver results?

Finance 95

Finance Transportation Customer retention Healthcare 95

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Raise your hand for new projects. JD : Absolutely!

Chief Customer Officer 101

Chief Customer Officer Accountability Best practices Feedback 101

ChurnZero

OCTOBER 22, 2021

Customer Advocacy: How to Get Your Customers and Customer Success Team Invested. If you work for a SaaS business, you know word-of-mouth marketing is everything. But as you acquire more customers, you’ll no longer be able to passively manage these lead and brand-building sources.

Customer advocacy 96

Customer advocacy SaaS Benchmark Healthcare 96

Nicereply

JULY 13, 2021

“Being able to fraternize with the customer and bring them along the support journey creates an unspoken bond.” As the team that speaks most frequently with customers, they need to have the tools and knowledge to create customer experiences that meet and exceed expectations. Use your Products.

B2B 98

B2B B2C SaaS Technical Support 98

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. Unlocking the power of VoC feedback is vital to the success of any business. Customers are an integral part of any business’s success.

Surveys 83

Surveys Feedback Banking Best practices 83

Nicereply

SEPTEMBER 11, 2023

Tools can improve support services and customer experience in so many ways that selling to support leaders is a significant addressable market. So I asked him to share a bit about his experience. How do you stand out and build your niche in a market like this? Selling to support leaders is difficult.

Sales 64

Sales Engineering Marketing Technology 64

ProProfs Blog

AUGUST 14, 2020

Imagine being in your customers’ shoes. That my friend is a tale of bad customer experience. As a business owner, understand that customers don’t just wish to buy a product and leave. They want a good experience too. “ Enable yourself to complete their journey with your brand. Tweet this.

Analytics 174

Analytics B2B Education Feedback 174

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. You probably know this. But where do you start?

Feedback 94

Feedback Best practices Analytics Surveys 94

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

Upstream Works

JANUARY 20, 2023

Everyone has been more cautious about spending, and many sectors are seeing wave after wave of layoffs. These may seem like unrelated events, but they all have a role to play in defining the state of customer service in 2023 and will have implications for contact centers.

Contact Center 78

Contact Center Upselling Customer retention Technology 78

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

Integrity Solutions

NOVEMBER 23, 2020

A customer-centric strategy is about more than just a values statement or a directive to the team. Are your customers truly at the center of your business universe? A customer-centric culture is one that is relentlessly focused on putting what’s best for the customer at the core of everything you do.

Customer centricity 127

Customer centricity Coaching Finance Sales 127

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 107

B2B Customer Experience B2C SaaS 107