ShepHyken

JUNE 9, 2020

Think of your organization as a community of people who are tasked with certain outcomes. Help employees understand their purpose and the outcomes they are responsible for; in short, it’s about the employee mindset. Customer experience is fundamentally an outcome of employee experience.

Engineering 217

Engineering Customer Experience Customer Service Management 217

Bill Quiseng

JUNE 28, 2023

This shift produces a culture that permeates into people’s personal lives, at home, and in the community,” says DiJulius. COMMUNICATE with each patient with a smile, eye contact, and polite interaction. Instead of focusing on the hospital’s financial health, doctors should focus on the patient’s emotional well-being.

Healthcare 165

Healthcare Customer Service Personalization Customer Experience 165

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community?

Best practices 115

Best practices SaaS B2B Marketing 115

IdeasUnlimited

MARCH 28, 2024

This recognition by the Houston Award Program, acknowledges the company’s outstanding contributions to the local community and its exceptional service in the business sector. The Houston Award Program annually celebrates local businesses that demonstrate significant achievements in their respective fields.

Call Center 52

Call Center Benchmark Best practices Customer Support 52

Totango

NOVEMBER 14, 2023

Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships. ” The Drive Community Engagement SuccessBLOC is a critical feature that brings together the power of community engagement and customer success strategies. .

Chief Customer Officer 62

Chief Customer Officer Best practices Feedback Enterprise 62

ChurnZero

MARCH 10, 2022

Online Customer Success communities are excellent places to gain fresh perspectives, stay on the pulse of industry trends, learn from seasoned Customer Success professionals and other SaaS experts, and have conversations with like-minded folks. Customer Success communities are the discerning CS professionals’ secret weapon.

Best practices 98

Best practices SaaS B2B Consulting 98

ChurnZero

MAY 4, 2023

The quality and strength of more relationships contribute to the sense of a trusted community. Companies operating in the SaaS space also stand to gain by borrowing a page from this playbook and striving to build a community online. According to Higher Logic , a customer community can improve engagement rates by up to 21%.

SaaS 98

SaaS Best practices Gamification Feedback 98

ChurnZero

APRIL 18, 2024

3: Product engagement Analog / High-touch: Evaluate goals with the customer multiple times (beyond implementation and before renewal) to drive conversation and outcomes. If you’re launching a new support hub or online customer community, prep your customers ahead of time that you plan to “switch off” from traditional modes of contact.

Journey mapping 52

Journey mapping SaaS Metrics Engineering 52

Totango

SEPTEMBER 20, 2022

In contrast, customer enablement focuses on providing customers themselves with tools to experience excellent outcomes from using your product. While great support might indirectly improve your customers’ outcomes, the two approaches have different goals and methods. A knowledge base that includes community-sourced tips and tricks.

B2B 82

B2B SaaS Education Brand ambassadors 82

CSM Magazine

APRIL 8, 2024

Join Relevant Social Media Communities Many sneaker communities exist on social media platforms like Facebook, Instagram, and X (former Twitter). It’s crucial to join these communities to engage with other fans. Smart individuals use bots with proxies for the best outcomes. Is it every first day of the month?

Education 52

Education Accountability Marketing Personalization 52

Totango

JULY 11, 2023

We’re grateful to all the Totango users for sharing their perspectives and support with the G2 community. Continuous improvements like our recent launch of Totango In-App and integration of AI enabled tools are critical to these efforts and make it easier for teams to work together and drive customer outcomes more quickly.

Journey mapping 82

Journey mapping Enterprise Accountability Feedback 82

CCNG

NOVEMBER 9, 2022

There are numerous resources that can help you decide where to begin your community service journey, and you can also ask your employees about the causes that matter to them. A human sanctuary. Greg Salvato is a CCNG member and regular contributor, CEO of TouchPoint One LLC based in New Albany, OH.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

TeamSupport

NOVEMBER 15, 2023

These days, there are a number of ways for customers to get the answers they need without direct interaction with an agent, including knowledge bases, community forums, and AI-powered virtual assistants. You may be able to train internally for these new leadership roles or bring in new talent.

Best practices 105

Best practices Customer Support Engineering Analytics 105

CSM Magazine

MARCH 26, 2024

Gather information on their behaviors, preferences, pain points, and desired outcomes. SaaS Community Engagement Build a community around your SaaS. Engaged users are more likely to become evangelists for your product, and communities can provide mutual learning opportunities for developers and users alike.

SaaS 52

SaaS Customer Experience Construction Analytics 52

Beyond Philosophy

APRIL 30, 2020

However, I learned that the research psychology community does not regard Maslow’s theory highly. People can find comfort in the assurance of the process, even if the outcome is unknown. In times of shortage or crisis, a magnificent community building happens. However, scarcity also can pull us together.

Consulting 404

Consulting Consulting Healthcare Advertising 404

Beyond Philosophy

FEBRUARY 8, 2024

For example, families, communities, or even geographic areas will often use similar language and phrases that they hear from others in the same grouping. At this point in the ongoing discussion, the outcome is that whether you frame language in positive or negative ways, there is enough evidence to support that it might affect people.

Scripts 195

Scripts Consulting Consulting Personalization 195

ClearAction

MARCH 27, 2021

It compares desired versus undesired outcomes , as seen by customers. 1 Those who excel in minimizing customers’ undesirable outcomes while maximizing customers’ desirable outcomes will be rewarded. Outcomes are the basis for customers’ behavior: rebuy, recommend, etc. Outcomes must be both effective and efficient.

Customer Experience 77

Customer Experience Metrics Benchmark Advertising 77

Totango

NOVEMBER 27, 2023

Efficient and seamless workflows According to the Forrester report, as sustainable growth becomes a priority, B2B organizations need enhanced workflow automation and digital strategies that leverage customer data to: Customize communications and recommendations. Offer self-service functionalities through community and knowledge centers.

B2B 91

B2B CRM Enterprise Upselling 91

Maru Group

DECEMBER 13, 2022

Consumer Duty raises the bar of regulatory consumer protection in the financial services sector by shifting the regulation paradigm from a process-driven approach to one based on customer outcomes. What are the Consumer Duty outcomes? Price and value outcome : The price of products and services represents fair value for consumers.

Metrics 84

Metrics Analytics Customer effort Surveys 84

Totango

NOVEMBER 3, 2022

The customer journey is the product of customer success, and like a product, the journey should be optimized based on signals from your customer success program s and other key initiatives so that you’re focused on driving customer outcomes and delivering value. Deliver business outcomes, not cadence calls. Deliver day 1 value.

Journey mapping 62

Journey mapping Chief Customer Officer Healthcare Sales 62

Totango

JANUARY 22, 2024

However, as enterprises continue to embrace the importance of customer results in relation to growth, the customer success objective will also shift to a more outcome-oriented function. I n 2024, marketing will partner more closely with CS teams to navigate this shift – with customer marketing serving as the bridge in many organizations.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

TechSee

AUGUST 14, 2023

Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events. Before joining HotDoc, Agnes spent 4 years at Apple.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Cisco - Contact Center

JANUARY 10, 2023

Whether a community bank or a credit union, regional insurer, or multi-national financial institution, cross-functional engagement with champions, key influencers and ultimate decision-makers also helps to eliminate silos inherent in the financial services industry.

Banking 145

Banking Enterprise APIs Contact Center 145

CSM Magazine

FEBRUARY 29, 2024

Feedback Loop Communication When users give feedback, ensure there’s a loop that informs them of the outcome. Whether you’ve implemented a suggestion or decided against it, a follow-up communicates respect and consideration for their input.

Customer Service 52

Customer Service Feedback Education Self service 52

Totango

OCTOBER 18, 2023

We’re thrilled our customers realize the outsized potential of using Totango software, and we’re especially grateful to the G2 participants for sharing their first-hand perspectives with the wider CS community. Totango accelerates revenue retention and customer growth Last month at Totango Live! ,

Journey mapping 101

Journey mapping Enterprise Best practices Marketing 101

CSM Magazine

JULY 22, 2021

Henry Spitzer, VP of Sales at Lusha explains how community building is a powerful and cost-effective way to increase retention by creating a central destination for users to find support, advice and best practices. Branded communities step in as an effective way to get around the too-many-to-listen-too barrier. The Bare Basics.

Advertising 98

Advertising SaaS B2C Engineering 98

ChurnZero

MARCH 10, 2022

Online Customer Success communities are excellent places to gain fresh perspectives, stay on the pulse of industry trends, learn from seasoned Customer Success professionals and other SaaS experts, and have conversations with like-minded folks. Customer Success communities are the discerning CS professionals’ secret weapon.

Best practices 52

Best practices SaaS B2B Consulting 52

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Comm100

APRIL 22, 2024

These issues can cause burnout and reduce efficiency, negatively affecting customer service outcomes. Encouraging a culture of feedback and open communication helps to identify areas for improvement and fosters a sense of community and support among team members.

Chatbots 52

Chatbots Feedback Customer centricity Wait times 52

ConvergeOne

NOVEMBER 30, 2021

There are several objectives and outcomes that most IT organizations require to maintain service levels, whether it’s a business that needs to be profitable or a public agency that must be able to endlessly provide service to the community, school, or city.

Service level 92

Service level Marketing Technology 92

inSided

SEPTEMBER 22, 2022

So with all that happening around us, why do we still see companies and their Customer Success teams still invest in Community projects? Regardless of what you call it, the premise is the same: extending the reach of your Customer Success team by leveraging (new) digital capabilities , such as building an online Customer Community!

Education 59

Education SaaS Accountability Best practices 59

Real Blue Sky

NOVEMBER 21, 2023

With a focus on cultivating deep connections, fostering a culture of engagement, and driving a business model centered on outcomes, growth is not just possible—it’s achievable. This includes promoting open communication, where employees feel heard and their ideas valued.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Aspect

MARCH 23, 2020

By leading technology teams over the years, we have also learned that two things are critical to successful outcomes: collaboration and optimism. I believe our global community has good reason for optimism. The need for collaboration is obvious; if a group is fighting rather than working together, it won’t get anywhere.

Contact Center 143

Contact Center Surveys Technology 143

ClearAction

JULY 28, 2023

A good customer experience team is a catalyst to foster a positive, holistic customer focus across the entire organization, one that is informed by data and designed with empathy in order to deliver win-win outcomes that help everyone achieve success. Win-win outcomes for customers, employees, and your organization (i.e.

Customer Experience 62

Customer Experience Chief Customer Officer Finance Customer centricity 62

Certified Languages International

JANUARY 29, 2024

Providing high-quality Spanish interpretation services is critical for organizations across industries to serve limited English proficient (LEP) Hispanic and Latino communities effectively. Learn how to better serve your Spanish-speaking community with CLI. This improves adherence to care regimens and outcomes.

Banking 40

Banking Healthcare Best practices Education 40

delighted

JULY 13, 2021

Regardless of whether a survey is relational or transactional, effective employee surveys have similar anatomy and contain three main components: An outcome metric, driver items, and open-ended questions. Anchor the employee survey on an outcome metric. Every employee survey should have at least one outcome metric. Conclusion.

Surveys 98

Surveys Employee engagement Metrics Feedback 98