Customer Guru

DECEMBER 13, 2017

The Customer Experience Buzz. Customer experience is becoming more important with every passing year. I, however, believe that customer experience is becoming a part of the boardroom discussion in companies. Here’s the slideshare for a quick refresher: Customer Guru – 10 for NOW from Customer Guru.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

CrazyCall

SEPTEMBER 4, 2018

Brian Halligan is the founder and CEO of HubSpot, which is an inbound marketing and sales software used by more than 40.000 customers worldwide. With over 1700+ employees so far, Hubspot, as a leading CRM, marketing, sales and customer experience platform brought in $114.6 Personal blog. And celebrated the success with tacos.

Sales 129

Sales SaaS CRM B2B 129

Customer Guru

MARCH 7, 2018

This International Women’s Day, we at Customer Guru would like to honor women CX professionals and entrepreneurs who are working relentlessly to make the lives of their customers happy. These women and their motivating stories are testimonials to why we need more women in Customer Experience. Don’t believe us?

Customer centricity 113

Customer centricity Education Finance Benchmark 113

Customer Guru

MAY 1, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.

Customer centricity 70

Customer centricity Big data Business Process Outsourcing outsourcing 70

CrazyCall

APRIL 9, 2019

Customer growth, sales and innovation evangelist at Salesforce. Tiffani Bova is not only the global customer growth and innovation evangelist at Salesforce, she is a legend in tech sales. Your greatest advocate is your past customer. The customer doesn’t care about features – they care about solving their problems.”.

Sales 133

Sales Consulting Consulting Coaching 133

Nicereply

SEPTEMBER 7, 2021

When done well, support enablement will result in happier employees, happier customers, and a more polished product. Support enablement ensures the customer support team has the information and tools they need to help support customers and deliver a great customer experience. The difference is the audience involved.

Sales 100

Sales SaaS Customer Support Best practices 100

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. In today’s dynamic financial landscape, providing exceptional customer support is crucial for the success and reputation of financial institutions.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

Customer Guru

JANUARY 30, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. We hope to inspire and guide more professionals in adopting and inculcating a customer-centric approach in their organizations.

Marketing 95

Marketing Customer Experience Entertainment Customer centricity 95

Kayako

SEPTEMBER 8, 2015

For instance, the title Account Manager refers to someone who looks after a customer’s account once they have become a customer, while Account Executive can be another name for a sales person and often has very little to do with managing the customer’s account. The customer doesn’t care (usually). Click To Tweet.

Engineering 95

Engineering Morale Accountability Customer Support 95

Customer Guru

MARCH 29, 2018

Creating a perfect customer experience (CX) is definitely not an easy job. Ignoring your customers. Not collecting feedback from the customer is an unforgivable mistake. You have to make it quick and easy for the customer always. Thus, design a customer feedback survey successfully and ensure that it is not broken.

Customer Experience 93

Customer Experience Feedback Employee engagement Surveys 93

CX Journey

AUGUST 7, 2014

Have you ever wondered why the customer experience is a journey, not a destination? Jeff Johnson I often get asked why I named this blog CX Journey and why I consider the customer experience a journey and not a destination. Customer needs and expectations evolve over time – so must our efforts to deliver a great experience.

Customer Experience 79

Customer Experience Customer Service 79

Customer Guru

MARCH 5, 2018

Written by Sonal Jaiswal | Evangelist, Customer Guru. The same extrapolates to the world of customer experience. Through this article, I would like to present an argument on why we need more women leaders in customer experience. This is probably one of the foremost qualities that a customer-centric leader must possess.

Customer centricity 110

Customer centricity B2B Feedback Morale 110

ProProfs Blog

JUNE 5, 2020

Perhaps, getting customer service operations back in gear is what entrepreneurs need to shake-off the pandemic-induced slowdown. The good news is that CX experts from big brands are ready to spill the beans with their valuable customer service tips during COVID 19. Insightful Customer Service Tips During Coronavirus Pandemic.

Customer Service 214

Customer Service Customer centricity Metrics Customer Support 214

Nicereply

NOVEMBER 10, 2020

You need customers to have a successful business. And research consistently shows that satisfied customers are loyal customers, so it makes sense to check-in frequently. Or, the person who built the webpage where the customer went to make their purchase? Higher customer satisfaction. More growth.

Agent burnout 98

Agent burnout Finance Advertising Personalization 98

Helpware

AUGUST 7, 2018

If your customers are happy, magical things happen. Just a 5% increase in customer retention can have a dramatic impact on your bottom line, increasing profitability by a whopping 75%. The first step to happy customers is implementing a total customer experience strategy. 6 Steps to Measure Customer Support Success.

Metrics 100

Metrics Customer Support Customer Experience Benchmark 100

Vonage

SEPTEMBER 3, 2015

Arguably, the real secret to his success is his ability to communicate. As a CRM provider, Marc’s perspective on customer service is unique; he has to look after his customers just as much as he has to help other businesses look after theirs. Here are three lessons to learn from the customer service expert: 1.

Customer Service 117

Customer Service CRM Personalization Customer Experience 117

Customer Service Life

FEBRUARY 4, 2019

The text of this article originally appeared on the ICMI blog on December 5, 2018. If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation. Track what customers are asking.

Contact Center 67

Contact Center Chatbots Analytics CRM 67

Customer Guru

APRIL 17, 2018

According to a study by Walker, customer experience will overtake price and product as the key brand differentiator by 2020. Further, a research conducted by Forrester demonstrates that 72% of the businesses considered improving customer experience as their priority. What really is Customer Experience?

Customer Experience 141

Customer Experience Customer advocacy Wait times Marketing 141

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. There is no denying that it is critical to business success. Adam Ramshaw Follow @Genroe.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Hodusoft

APRIL 26, 2023

If you happen to own or manage a virtual call center, you must know the importance of using the right metrics to not only track agents’ performance or call outcomes but also to ensure customer satisfaction. As legendary marketing guru Peter F. A higher call resolution rate indicates efficient customer service.

virtual call center 52

virtual call center Call Center Metrics call center software 52

Customer Guru

JULY 20, 2018

Tough global competition has forced companies to rethink their business strategies and come up with innovative and different ways to manage their customer portfolios, along with looking to improve service interaction. It’s time that companies make delivering awesome customer experience their number one priority.

Customer centricity 110

Customer centricity Metrics Coaching Employee engagement 110

Hodusoft

FEBRUARY 22, 2024

The advent of IP PBX telephony systems has revolutionized the way MSPs run their business operations and provide customer support to their clients. In this blog post, we discuss the ways IP PBX has transformed the communication landscape for MSPs and how you can handpick the right IP PBX solution for your MSP business.

outsourcing 52

outsourcing Analytics Technology Finance 52

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Stacy Sherman.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Education Services Group

MAY 6, 2021

. #1 Don’t conflate Customer Success with Customer Service. Practitioners of Customer Success will understand the biggest difference here is reactive versus proactive. Customer Service (also known as Customer Support) is reactive in nature – this is who you contact when you have a problem or things go wrong.

Accountability 92

Accountability Construction SaaS Sales 92

Customer Guru

JUNE 12, 2018

A startup, a new emerging business model aiming to reach great heights in the marketplace with respect to any particular product or service, needs to create and retain customers. For any startup to succeed, what matters most is loyal customers. Building customer loyalty is a worthy investment for every startup.

Feedback 114

Feedback Customer retention Personalization Marketing 114

GetFeedback

JANUARY 27, 2020

In today’s competitive marketplace, it’s more important than ever that companies deliver amazing customer service. Focusing on customer experience just might be the single most critical investment a company can make. Simply put, it’s not enough to say your company delivers great service—you have to make sure your customers agree.

Feedback 88

Feedback Surveys Journey mapping Metrics 88

bold360 Blog

AUGUST 18, 2020

Digital-first customer engagement has never been more important than today, especially amidst a business landscape shaped by COVID-19 where the majority of customers are working remotely, purchasing products online, streaming entertainment, and engaging with brands from their homes. Trends Shaping Customer Engagement & CEM.

Self service 52

Self service Chatbots Entertainment Surveys 52

Customer Guru

JULY 3, 2018

Customer experience, but of course. This blog discusses what customer experience lessons one can learn from the best-in-business SaaS brands. Build a robust customer success team with a focus on the human touch – Slack. The cornerstone of this team is that of building human relationships with customers.

SaaS 94

SaaS Employee engagement CRM Personalization 94

JustCall

MARCH 28, 2023

In this blog, we will discuss how to identify the needs of customer-facing teams, how to align those needs with the right tools, and what are common types of tools your agents require to excel. Assess current pain points Identify any pain points or challenges that sales and customer service teams are currently facing.

CRM 52

CRM Sales Scripts Analytics 52

Nicereply

APRIL 13, 2021

As customer support professionals, we’re not strangers to data and metrics. But data helps us do our jobs, and ultimately helps improve the customer experience. The purpose of AHT is to measure the average time customers (and the agents helping them) spend on a call or chat, including hold time and conversation time.

Average Handle Time 98

Average Handle Time Metrics Contact Center Customer Support 98

Nicereply

AUGUST 28, 2019

Nowadays, businesses can’t underestimate how important it is to have the right team ready to satisfy their customers , but finding people who are great in communicating with customers is hard. Sure, picking up phones or writing emails may not seem like a big deal but customer service position includes more than that.

Customer advocacy 60

Customer advocacy Personalization Accountability Education 60

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Fonolo

NOVEMBER 15, 2017

The customer service profession is known for high turnover rates and agent burnout, however, some professionals greatly excel in this line of work, and show tremendous aptitude for delivering excellent customer care. Patience is a sure-fire sign of someone well-equipped for the customer service profession.

Customer Service 100

Customer Service Agent burnout Best practices Call Center 100

ClientSuccess

OCTOBER 17, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. Mentor Questions. How has it helped you? ”.

Best practices 56

Best practices Chief Customer Officer Customer advocacy SaaS 56

Clarabridge

OCTOBER 8, 2015

Use customer feedback to showcase your successes! You’re collecting truckloads of feedback from your customers. For a customer-centric company, that’s a powerful asset. For example, a customer who calls the contact center is likely to have tried several means of self-support before picking up the phone.

Feedback 63

Feedback Metrics Surveys Customer centricity 63

ClientSuccess

MAY 16, 2018

For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. Question 3.

Management 41

Management Best practices Coaching SaaS 41

Up Your Service

MAY 3, 2017

Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. The rise of white-glove customer service. By David Harrington.

Airlines 74

Airlines Scripts Call Center Transportation 74