Peter Lavers

SEPTEMBER 21, 2017

This blog is based on a Webinar we recently hosted for IBM on this subject. We believe that competitive advantage will be won by the companies that deliver distinctive and profitable customer experiences across all their channels of engagement, and that understanding and meeting customer expectations are fundamental to that success.

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Marketing Personalization Technology Consulting 113

USAN

AUGUST 6, 2021

It’s never been more important to offer an excellent customer experience (CX). This means it’s also never been more important to have a CX strategy in place. Research shows that satisfied customers generate 2.6 At the same time, unhappy customers can leave negative reviews that scare away future business.

Chatbots 52

Chatbots Contact Center Technology Customer Experience 52

GetFeedback

SEPTEMBER 2, 2019

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Companies are now using machine learning technology to improve customer experience and traditional institutions usually resistant to change are coming under pressure from a customer base that wants more. Article No.

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Customer centricity Airlines Finance Technology 84

Quiq

MARCH 10, 2022

Share This Story You’ve learned about the benefits of customer surveys. Maybe you even read our blog post 3 Key Metrics to Go After in 2022 and took it to heart.) You decided which surveys are right for your company, put together a few different types, and placed them throughout your customer journey….

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Surveys Best practices Customer effort Metrics 52

ChurnZero

OCTOBER 15, 2021

Where is Customer Success Headed in 2022? Customer Success gradually, then suddenly, came to exist. Customer Success gradually, then suddenly, became essential to SaaS companies. Customer Success gradually, then suddenly, joined the C-suite. Customer Success flexes its authority. How did you go bankrupt?”

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Benchmark Metrics Chief Customer Officer Sales 97

ClientSuccess

NOVEMBER 3, 2017

Priscilla has been a Customer Success Manager for 15Five since January 2015, with a background as both an Account Executive and National Sales. Let’s move forward with this week’s blog post! From : Priscilla Zorrilla , Customer Success Manager. Company : 15Five. Location : San Francisco, California. Reflecting.

Best practices 44

Best practices SaaS Employee engagement Metrics 44

ProProfs Blog

JUNE 5, 2020

That said, we all know that customers love asking questions, especially when they are about to make a purchase. But can a business owner ask questions to clients and customers? You certainly can, but not as directly as the customers do. To learn more about the importance of questionnaires , read the blog. Cost-Effective.

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Surveys Feedback Marketing Personalization 97

bold360 Blog

AUGUST 30, 2018

Before the explosion of e-commerce websites in the 90’s, print ads brought customers to brick-and-mortar stores, and businesses leveraged salespeople to sell their products. In this new era, customers with questions or concerns simply move on – leading to less interaction and lower customer loyalty.

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Chatbots Call Center Personalization Sales 45

TLC Associates

AUGUST 14, 2019

Your customer acquisition team starts with a major strike against them – and it’s not even their fault! By breaking your outbound sales team of these four bad habits, your strategies for customer acquisition will turn more prospects into eager customers. . Bad Habit #2: Overwhelming Your Buyers.

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Outbound sales Sales Scripts Customer Care 40

Infinity

AUGUST 14, 2019

Keeping a laser focus on creative SEO services, Carrie works in partnership with Stephen Kenwright to create content marketing and digital PR strategies with industrial-strength technical SEO expertise. Jumping right in, what was your main reason for creating ‘Rise At Seven’ with your co-founder, Stephen Kenwright? CR - Oh yeah!

Marketing 40

Marketing Sales Personalization 40

Comm100

NOVEMBER 3, 2017

Social media is chaotic, but your social media team shouldn’t be! In order for your social media strategy to work, it’s important that your team be onboard with what you are trying to achieve, and have the knowledge and resources to help you achieve it. Introduction. Where to Start. Structured Training. Formal Training.

Marketing 45

Marketing Accountability Customer Service Feedback 45

SmartKarrot

APRIL 19, 2021

When a business becomes empathetic for customers, they produce products that will help alleviate their concerns. Empathy for customer success is all about understanding what needs people around you have and providing them the same. Empathy is what makes customers stick. Customer opinions are important.

Customer centricity 11

Customer centricity SaaS Customer emotions Engineering 11

Beyond Philosophy

DECEMBER 16, 2021

Consumers these days are more informed when they come to your retail centers today than they once were. If your digital experience isn’t quite ready for this role in the sales cycle, you should get it there. . Customer Experience is a relatively new function at Nissan. COVID Shut Them Down, So They Speeded Up.

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Sales Consulting Consulting Customer Experience 195

Beyond Philosophy

JUNE 11, 2021

I couldn’t help but think what a great example this experience was for using Loss Aversion to get customers to do what you want. We discussed using the effects of Loss Aversion in your marketing as part of our new podcast series of the Ten Most Effective Ways to Influence Your Customers’ Behavior.

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Marketing Healthcare Advertising Banking 307

ChurnZero

APRIL 23, 2021

If you are a high-touch Customer Success Manager (CSM) and simply cannot imagine a world where you actually enjoy using Customer Success software, I’m here to help. Allow me to convince you that high-touch Customer Success paired with automation is actually a match made in heaven. Change sometimes scares me.

Accountability 98

Accountability Personalization SaaS Management 98

JivoChat

APRIL 15, 2021

Customer expectations are at an all-time high, and as a result, traditional communication channels no longer cut it. Phone calls don’t work for customers operating in different time zones. Live chat apps make it easy to give customers the personalized, on-demand service they crave with real-time communication and quick response times.

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Best practices Upselling CRM Sales 52

GetFeedback

JULY 19, 2019

Customer feedback (aka Voice of the Customer ) is a gift. Your customers are doing you a huge favor by taking time to alert you to a problem when it occurs with your business or to their happiness when that’s the outcome. Your competitors can and will imitate your products. Business is no different.

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Feedback Customer advocacy Surveys Customer Experience 104

CustomerSuccessBox

JUNE 15, 2020

As we all know, Customer Success will play a crucial role in driving the SaaS industry forward during these tough times. For the first webinar we had Ari Hoffman, Director of Customer Advocacy, Coveo discuss Customer Success Strategy for an economic downturn with Puneet Kataria, Founder & CEO of CustomerSuccessBox.

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SaaS Customer advocacy Construction Metrics 64

REVE Chat Blog

APRIL 15, 2020

Artificial Intelligence (AI) has been a driving force across different business functions, be it customer service, sales or marketing. From automated customer support to sales assistance, AI allows businesses to better support their customer needs at many touchpoints along their journey. Deliver instant customer support.

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Chatbots Customer Service Interactive Voice Response Airlines 63

aircall

JULY 23, 2018

The internet is full of sales strategies that aim to help you reach your monthly quota in no time. “Be Do your research”. Grow your network”. Of all the sales strategies, this one is by far the most important. Don’t get caught handing away perfectly good leads to your competitors. Be empathetic”. “Do

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Sales B2B SaaS Engineering 97

CrazyCall

MAY 20, 2019

New best practices, strategies, techniques, and approaches spring up like mushrooms and it’s hard to keep track of them. Yet, you wouldn’t like to fall behind your competition and what they’re doing. Find your favorite ones and make them stick with you! Why not engage buyers with unexpected honesty? Be transparent.

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Sales Coaching Scripts Education 123

JivoChat

MARCH 9, 2021

Inbound sales techniques have transformed the buying process, putting the power in the customer’s hands. With the abundance of marketing materials online, customers no longer need a salesperson to provide the info and guide their purchasing decisions. Each stage requires unique forms of communication and sales strategies.

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Inbound sales Sales Outbound sales Chatbots 52

ClientSuccess

JULY 11, 2017

The real testament to a company’s product, culture, and employees is showcased in the success of its customers. Customer retention should not only be at the top of any executives priority list, it should be a priority for the entire company, and every employee and every team should own a stake in customer success.

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SaaS Finance Feedback Metrics 40

Expivia

JANUARY 29, 2021

We have been pretty selective with the guests we interview for the Geek podcast & Blog. This guest next guest will be offering some great insights on customer experience and what new tools and strategies we can use in the future. With us today we have Jimmy Budnik, the VP of Customer Care and CRP at Overstock.com.

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Customer Care CRM Self service Call Center 52

Expivia

JANUARY 5, 2021

We have been pretty selective with the guests we interview for the Geek podcast & Blog. This guest next guest will be offering some great insights on customer experience and what new tools and strategies we can use in the future. With us today we have Jimmy Budnik, the VP of Customer Care and CRP at Overstock.com.

Customer Care 52

Customer Care CRM Self service Call Center 52

JustCall

MAY 28, 2020

The COVID-19 scare has shut down almost all on-premise call centers. Read below to know how a virtual call center keeps your business operations going during the COVID crisis. Moreover, customers panic if they are not attended quickly during a crisis. They can reach out to more customers in less time.

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virtual call center Call Center Interactive Voice Response CRM 52

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. This year, 68% of high performers reported having a role or a team dedicated to customer journey management.

Education 40

Education Metrics Marketing Journey mapping 40

Comm100

OCTOBER 17, 2017

Once a failing restaurant, Amy’s Baking Company now had a flock of new customers rushing to their location in Scottsdale, Arizona, eager to check out the only establishment that the renowned chef had ever walked out on mid-episode. With the fame came a wave of social media engagement. That’s a lot of potential for customer care.

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Customer Service Customer Care Feedback Surveys 49

LiveChat

DECEMBER 6, 2017

A customer journey map is a way to graphically present the whole experience of your customer when he interacts with your business. The purpose of the customer journey map is to identify: key interactions of your customer with your business. Understand your customers better.

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