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

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. The Importance of a Smooth Transition in Your Outsourced Customer Care Transitioning your outsourced customer care program from one partner to another is a complex undertaking.

outsourcing 71

outsourcing Customer Care Best practices Management 71

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. 9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. Check out this post to see if you’re inadvertently sending subliminal negativity to your customers.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

Beyond Philosophy

JANUARY 14, 2015

“You’ll Have To Call Customer Service”. As a customer, hearing this is, at minimum, a letdown. As a customer experience consultant, hearing this represents an experience failure. Recently this retailer has decided to launch a loyalty program. We’ve had a pretty good shopping experience so far.

Customer Experience 411

Customer Experience Accountability Consulting Consulting 411

Customers That Stick

JANUARY 5, 2015

Happy New Year, and welcome to the first Customers That Stick TM blog post of 2015! I thought our first post of the year would be a good time to talk about some of our upcoming plans for the blog. To begin, we’ll be creating more free resources you can use to enhance your customer service and customer experiences.

Surveys 111

Surveys Customer centricity Education Customer Experience 111

Beyond Philosophy

JULY 20, 2021

While we can’t predict they will do the same for you with certainty, we feel that they will be helpful in the pursuit of your career goals for yourself and your Customer Experience management goals for the organizations. The Experience Economy: Competing for Customer Time, Attention, and Money. by Todd Rose.

Consulting 370

Consulting Consulting Education Entertainment 370

Beyond Philosophy

DECEMBER 16, 2021

If your digital experience isn’t quite ready for this role in the sales cycle, you should get it there. . I heard an excellent success story about the digital transformation of a formerly analog experience at a recent CX Network Live event. Dajani says he joined Nissan to fix some broken things in the car buying experience.

Sales 195

Sales Consulting Consulting Customer Experience 195

OctopusTech

MARCH 1, 2024

Their user-friendly admin makes it simple to add products, customize the design, manage orders and inventory, and track analytics without needing to know code. There are also hundreds of professional themes and apps to extend functionality and customize the look and feel of your store.

Analytics 62

Analytics APIs Enterprise Best practices 62

Beyond Philosophy

OCTOBER 10, 2016

When striving for the next level of Customer Experience, it is critical to understand how your customers make decisions. As Customer Experience Consultants, we see our clients presume that customer evaluations of an experience occur at the product level. This presumption is only partway true.

Consulting 419

Consulting Consulting Banking Customer Experience 419

Beyond Philosophy

SEPTEMBER 7, 2016

The new iPhone doesn’t have a headphone jack (or nearly as much excitement as previous iPhone launches). Quite frankly, this move is much bigger news for their Customer Experience than the release of the iPhone 7. The Core of Apple Retail Experience Challenges. The move to renovate the retail experience is well-timed.

Customer emotions 0

Customer emotions Consulting Consulting Sales 0

Beyond Philosophy

NOVEMBER 11, 2014

Procter & Gamble learned the lesson that getting the habit wrong could mean the difference between fail and success of a product launch. When launching Febreeze initially they targeted people with odour problems at their homes. Only that after a while people get used to the smell and don’t notice it.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

OCTOBER 12, 2016

When you make something personal for a customer, you start to create an emotional relationship with your product or service. And as I have been saying since 2002 when I started up my Customer Experience Consultancy, emotions influence over half of any Customer Experience outcome.

Personalization 419

Personalization Consulting Consulting Customer emotions 419

Beyond Philosophy

JULY 27, 2016

We see this all the time in our Customer Experience consultancy: We come in with a Customer Experience program that we want to deliver. We give it to the customer-facing teams…. We haven’t taught them how to deliver the Customer Experience we designed. Why do they keep doing the same things?

Employee engagement 281

Employee engagement Consulting Consulting Call Center 281

ProProfs Blog

SEPTEMBER 9, 2020

“How do we get ardent customers for our brand?”. If you find yourself sharing the same concern frequently, then you need to build a customer loyalty program. But with the awesome customer loyalty programs in place, they’ve successfully ensured that customers return to their store to make a purchase and earn more points.

Gamification 144

Gamification Customer retention Metrics Sales 144

Beyond Philosophy

JANUARY 12, 2015

I dedicate my career to helping organizations take their current Customer Experience to the next level, or Beyond the Philosophy of it and into the “real world.”. Philosophy drives my actions, of course , including the following five: Philosophy #1: Experiences are not just about the “what” but also the “how.”.

Customer Experience 409

Customer Experience Employee engagement Consulting Consulting 409

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Beyond Philosophy

NOVEMBER 21, 2017

Sears, Kmart, Best Buy and Amazon have all also launched aggressive price-cutting campaigns. I like a good deal as much as anyone, but as a customer experience consultant I’ve always thought these frenzied holiday sales were penny wise and pound foolish. But this strategy does nothing to build customer loyalty.

Consulting 312

Consulting Consulting Sales Customer Experience 312

PeopleMetrics

FEBRUARY 25, 2021

PeopleMetrics Experience Management Platform Roadmap Preview. This is a special look at what’s coming soon and what’s recently launched. Discover our award-winning Customer Experience (CX) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time. PeopleMetrics LIVE!

Management 108

Management SaaS Surveys Feedback 108

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. As one would expect, an increasing number of business organizations are now using chatbots to fuel their marketing and customer service efforts. Customers can also get instant responses to urgent queries 24/7 which contributes to a better customer experience.

Chatbots 52

Chatbots Finance Marketing Surveys 52

Totango

JULY 1, 2022

Customer loyalty is a key to repeat business and referral generation for any business model. For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. First, we’ll discuss what customer loyalty is. What Is Customer Loyalty?

B2B 107

B2B SaaS B2C Upselling 107

Beyond Philosophy

AUGUST 31, 2016

Many companies are attempting to improve their Customer Experience focus on some of the right things and then ignore the others. So while the vast majority of companies today know that putting the Customer at the heart of everything they do is important, when it’s time to do it, they are flummoxed. Step two: Have a plan.

Customer emotions 279

Customer emotions Education Consulting Consulting 279

Beyond Philosophy

JANUARY 28, 2015

Save the wisecracks for your blog. “ Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success” is designed to help organizations take their Customer Experience to the next level. Hiring Customer Ready Employees. Remember no one likes a smart arse!

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

GetFeedback

JULY 22, 2019

A Voice of the Customer (VoC) program captures, analyzes and reports on all customer feedback associated with your company. . It’s the heartbeat of any customer experience (CX) program. In fact, brands can’t meet or exceed expectations without having an established VoC program in place.

Feedback 68

Feedback Customer Experience 68

Beyond Philosophy

JANUARY 11, 2024

Before we launch into that, let’s review what is happening with habits at a psychological level. Customers have habits. So, if your customer is habitually buying your competitive product or service, how do you change that? In addition, the system has to be easier for your customers if you want it to stick.

Education 221

Education Feedback Call Center Marketing 221

Beyond Philosophy

SEPTEMBER 13, 2016

Based on broad WOM program experience with b2b and b2c clients around the world, I’ve developed four general ‘rules’ for accomplishing this: 1. Informal communication programs can work, if and because both stakeholder groups feel they are getting information and advice from individuals and entities they know and trust.

B2C 341

B2C B2B Wireless Customer centricity 341

Mindtouch

JULY 15, 2020

Analysts and industry experts didn’t need a global pandemic to see the writing on the wall: customer experience will be a key differentiator this decade and beyond. If anything, the new realities facing customers, consumers— people —as a result of recent market shifts have only made the emphasis on customer experience more acute.

Customer Service 62

Customer Service Management Self service Contact Center 62

ShepHyken

JULY 11, 2016

Each week I read a number of customer service articles from various online resources. Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences? That means the loud and complaining customer may get more attention than one who quietly and politely complaints.

Customer Service 204

Customer Service Entertainment Banking Customer centricity 204

Beyond Philosophy

JANUARY 26, 2015

One interesting bit of his speech touched on an important issue for Customer Centricity: data breaches. He said the federal standard he would impose to notify Customers their information had been compromised should be 30 days. I am surprised that it would take as long as 30 days to tell a Customer of a data breach!

Customer centricity 257

Customer centricity Government Customer emotions Consulting 257

Beyond Philosophy

DECEMBER 8, 2022

9Diminishing sensitivity is why what exceeded customers’ expectations and delighted them in your experience on its introduction becomes what customers expect and appreciate—but don’t celebrate—upon return. The original iPhone turned the world on its ear when it first launched. The Curse of Improvement.

Consulting 195

Consulting Consulting Metrics Personalization 195

Lumoa

FEBRUARY 21, 2023

VoC — or Voice of the Customer programs — helps businesses learn more about their consumers’ wants, needs, and preferences. While most VoC efforts start strongly, many tend to lose their traction over time— especially if the program isn’t properly implemented or the company becomes complacent.

Gamification 83

Gamification Journey mapping Feedback Metrics 83

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. The impact of bilingual support on the customer experience cannot be understated. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Aspect

MARCH 16, 2021

focuses on Aspect’s top partners around the globe and highlights the impact on agent and customer experiences. ? . Aspect’s channel partner program is designed to provide greater customer engagement through identifying the best and brightest channel partners to deploy Aspect’s solutions portfolio for both premise and cloud.?

Consulting 118

Consulting Consulting Contact Center Marketing 118

Uniphore

OCTOBER 26, 2021

New Program Provides Foundation to Support Large-Scale Enterprise Digital Transformation Efforts with Leading Conversational Automation Solutions PALO ALTO, Calif., Uniphore provides a unique value proposition that combines improved CX along with a great return-on-investment, increasing customer satisfaction while driving cost savings.

Business Process Outsourcing 71

Business Process Outsourcing Enterprise outsourcing Sales 71

GetFeedback

JULY 19, 2019

When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. We can agree there are more customer interactions than ever before, and some of that is our own fault. 1: map your customer journey. We all feel it.

Airlines 123

Airlines Benchmark Surveys B2C 123

Nicereply

FEBRUARY 29, 2024

A good customer experience builds customer loyalty and brand value, helping you reach a wider audience through word-of-mouth marketing and other marketing strategies. When creating a friction-free customer experience across all touchpoints, you first put customers in the center.

Customer Experience 59

Customer Experience Journey mapping Analytics Feedback 59

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience?

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134