Beyond Philosophy

APRIL 12, 2024

Therefore, it is important to remember that context and who’s doing the personalizing matter. Graham Hill on LinkedIn – he’s all about putting the “customer” back in personalization. We explain why brands should always consider who you’re talking to, how you’re doing it, and why.

Personalization 221

Personalization Marketing Sales Technology 221

Beyond Philosophy

APRIL 19, 2024

In this episode, we explore why storytelling is such a powerful tool in a marketer’s toolbox and how you can tell compelling ones to your customers. You will also learn: The importance of storytelling in marketing and communication. Stories are an essential part of the human experience.

Marketing 221

Marketing Personalization 221

ShepHyken

MARCH 6, 2023

Top Takeaways: Human-centric CX design is all about communicating with customers, and this goes beyond a one-off survey. It is about regularly speaking with customers directly to deeply understand the customer. Customer-led growth is about inspiring loyalty, building trust, and raising the game around customer satisfaction.

Feedback 313

Feedback Customer centricity Contact Center Surveys 313

Beyond Philosophy

APRIL 25, 2024

Storytelling is an essential part of communication with customers, too. Today, we examine why storytelling is a powerful tool in a marketer’s toolbox. If you like the idea of the founder coming from humble beginnings or the tale of a successful person being self-made, it might be because you can relate to them.

Customer emotions 195

Customer emotions Engineering Education Personalization 195

Beyond Philosophy

MARCH 22, 2024

“What’s the one thing we need for a stellar Customer Experience ?” It’s a journey fueled by a lack of CX expertise, feeling overwhelmed by the myriad CX considerations, and the appeal of past CX success stories with simple solutions. The question is understandable. Or guitar, frankly. The post Revealed!

Customer Experience 221

Customer Experience 221

ShepHyken

JULY 17, 2023

Top Takeaways: Employee experience is the new customer experience. Customers buy and support companies that care about the same things that they do. 41% are willing to pay more if the cause is important to them, making the price less relevant. It goes beyond a diverse, inclusive, and equitable workforce.

Customer Experience 296

Customer Experience Marketing Surveys Personalization 296

Beyond Philosophy

APRIL 18, 2024

So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out. To clarify, there is nothing wrong with this approach, and, in some cases, leveraging technology for personalization can be very successful for these business models.

Personalization 195

Personalization Advertising Technology Marketing 195

SharpenCX

JANUARY 22, 2024

Successful agents set customers up to be successful, themselves. We're talking through 13 reasons why agent success matters to your customers.Find out why the success of your contact center agent is important to delivering a positive customer experience.

Contact Center 134

Contact Center Customer Experience 134

ShepHyken

SEPTEMBER 11, 2023

Top Takeaways: Net Promoter Score (NPS) evaluates customer sentiment and allows companies to compare their data with competitors. To improve customer experience, companies need to break down the customer journey into smaller episodes or touchpoints. Customers don’t just compare you to other companies within your industry.

Automotive 315

Automotive Airlines Benchmark Service level 315

Beyond Philosophy

APRIL 11, 2024

Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. But how should you do it, and why is it important?

Customer emotions 195

Customer emotions Marketing Personalization Sales 195

ShepHyken

DECEMBER 18, 2023

This consistency in communication and empowerment fosters a workplace that is service-aware and dedicated to delivering outstanding customer experiences. In most organizations, there is a gap between CEOs’ perceptions of being customer-centric and customers’ actual experiences. This is why feedback is important.

Customer centricity 217

Customer centricity Feedback Customer Experience Customer Service 217

Steve DiGioia

MARCH 20, 2023

“So, you’re telling me that THIS customer is more important than all the rest?” Read 3 Reasons Why Successful Teams Earn Your Trust. Treat Every Customer As a VIP Just as we were getting ready close the meeting, she said to me, “You gotta write VIP on top of the BEO (banquet event order)”. My team knows that.

Sales 182

Sales Management Customer Service 182

ShepHyken

JULY 19, 2022

Employing Brand Advocates to Improve Customer Experience. Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. They have the knowledge and passion for the brand that can be turned into a skill to help other customers.

Contact Center 313

Contact Center Customer Support Customer Service Customer Experience 313

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

Customer Service 167

Customer Service Customer retention SaaS Best practices 167

ShepHyken

AUGUST 17, 2021

The Uncommon Soft Skills That Make Up the Best Customer Service Representative. They discuss the three most uncommon soft skills that make up the best customer service reps: Creativity, Coordinating with others, and Cognitive Flexibility. – Coordinating with others is important. This is a key personality trait.

virtual call center 251

virtual call center Call Center Enterprise Customer Care 251

ShepHyken

FEBRUARY 13, 2023

Top Takeaways: The customer journey is like a romantic relationship. When your prospect becomes a customer, you move them into the “marriage” stage, which is non-tactical and requires a different set of skills to maintain. Customer service must be built into every aspect of the journey. Customers know the difference.

Customer retention 156

Customer retention Sales Customer Service Marketing 156

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Customer Service 156

Customer Service Chatbots Customer Experience Contact Center 156

Integrity Solutions

APRIL 19, 2024

Mastering the human side of selling is key to sales success, but what does phrase that mean exactly? It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us.

Personalization 107

Personalization Sales Scripts Contact Center 107

Totango

APRIL 4, 2024

“What’s your company’s most important business outcome in 2024?” If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Break down barriers: Give sales and CS clearly defined roles Silos lead to misunderstandings and the loss of winnable customers.

Sales 89

Sales Upselling Accountability SaaS 89

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. On the other hand, the CCO focuses on what happens after the sale, overseeing onboarding, customer support, driving retention, and minimizing churn.

Chief Customer Officer 91

Chief Customer Officer Customer centricity Metrics CRM 91

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. The best of customer success At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.

Enterprise 112

Enterprise Best practices Feedback Education 112

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Enterprise 103

Enterprise Best practices Marketing Sales 103

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. In This Article: Why do you need Customer Experience Management?

Customer Experience 176

Customer Experience Customer centricity Metrics Feedback 176

Bill Quiseng

DECEMBER 6, 2023

ASSETS Your employees are not your most important assets. FIND KEEP Your business success is not dependent on how many candidates you find. Ultimately, your employees will exceed customer expectations. HEARTS If you want to win the hearts of your customers, you, first, must win the hearts of your employees.

Employee engagement 158

Employee engagement Management Personalization Customer Service 158

Totango

NOVEMBER 14, 2023

As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. By having access to valuable insights, you can better gauge customer needs and anticipate potential issues.

Chief Customer Officer 94

Chief Customer Officer Best practices Feedback Enterprise 94

C3Centricity

JANUARY 2, 2024

Here at C3Centricity, we publish books ( Winning Customer Centricity ), articles and training on customer centricity, because we’re passionate about helping companies to successfully adopt a customer-first strategy. And the importance of business insights. This shows the quality of its recommendations and content.

Customer centricity 90

Customer centricity Journey mapping Customer Experience Personalization 90

CSM Magazine

APRIL 24, 2024

Regardless of the product or service a company provides, its emotional connection with customers is truly important, since it gives the impression that your business has a face and nature, and it cares for people, being determined to create value for them.

Customer Service 52

Customer Service Chatbots CRM Customer Support 52

Eptica

AUGUST 4, 2022

Author: Pauline Ashenden - Demand Generation Manager A lot has been said about the importance of digital transformation in business today, including in customer experience. In our latest blog we describe how you can increase your chances of a digital CX success by following a structured process that focuses on four key considerations.

Best practices 148

Best practices B2B Management Customer Experience 148

Integrity Solutions

APRIL 8, 2024

The reason this kind of training and coaching isn’t creating the impact they’re looking for is simple: It only addresses one of the sales conversations a salesperson has — the conversation with their customer. Many begin to question whether this even a profession they still want to be in. That’s just the simple truth.

Sales 73

Sales Coaching Personalization Surveys 73

Totango

OCTOBER 18, 2023

Leader” in the Grid® Report for Customer Success Software and “Leader” in Grid® Report for Customer Data Platform are two of our favorites and clearly demonstrate our commitment to driving customer business results. Totango accelerates revenue retention and customer growth Last month at Totango Live! ,

Journey mapping 101

Journey mapping Enterprise Best practices Marketing 101