Beyond Philosophy

OCTOBER 6, 2014

When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused. Enlightened: Enlightened organizations recognize how important the emotional aspects of their experience are for their Customers and have identified what emotions they want to evoke during their experience.

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Beyond Philosophy

OCTOBER 6, 2014

When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused. Enlightened: Enlightened organizations recognize how important the emotional aspects of their experience are for their Customers and have identified what emotions they want to evoke during their experience.

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Fonolo

JUNE 7, 2022

It’s easier to sell a new product to someone who has already purchased from you and trusts your brand – customer service goals help you maximize that. The Ritz propels their customer service goals by giving employees autonomy to personalize and enlighten every customer experience with the $2,000 rule.

Customer Service 81

Customer Service Abandon rate Call Center Interactive Voice Response 81

Fonolo

JUNE 7, 2022

It’s easier to sell a new product to someone who has already purchased from you and trusts your brand – customer service goals help you maximize that. The Ritz propels their customer service goals by giving employees autonomy to personalize and enlighten every customer experience with the $2,000 rule.

Customer Service 67

Customer Service Abandon rate Call Center Interactive Voice Response 67

Toister Performance Solutions

MAY 20, 2021

Great experiences are consistent Customers trust brands, products, and services that they can count on. Their products unfailingly work. The investigation, while enlightening, should have happened far sooner. Take Action Procedures aren't a one-way street. Strict procedures are essential to great experiences. Here's why.

Customer Experience 93

Customer Experience Best practices Contact Center Customer Service 93

Customer Service Life

NOVEMBER 13, 2018

Having worked in customer service for a couple SAAS (Software as a Service) startups throughout my career, I’d like to enlighten you on an important concept. It’s called Minimum Viable Product (MVP). I define MVP as having a product with the basic functionality necessary to meet the needs of most customers. Know Your Drivers.

Contact Center 60

Contact Center Morale Journey mapping SaaS 60

ClearAction

NOVEMBER 18, 2017

Metrics disparity among product lines, account teams, and functional areas will dilute what could otherwise be achieved if everyone pulls together. This is particularly evident when you consider that many customers buy multiple products, in multiple locations.

Metrics 67

Metrics Customer Experience Journey mapping Customer Care 67

ClearAction

JANUARY 11, 2015

There are two paths of metrics you should be monitoring in order to see clearly what's predictive of the beloved end-results: (1) action plan metrics and (2) program metrics. Action Plan Metrics. To identify good action plan metrics, start with voice-of-the-customer: (a) what are the most severe hassles customers deal with? (b)

Metrics 119

Metrics Customer Experience Management Journey mapping 119

Education Services Group

OCTOBER 28, 2020

The purpose of this blog is to enlighten, not just people in the Customer Success practice, but anyone who is aspiring to achieve excellent business outcomes for their customers, thus, creating a strong relationship with them. When is the best time to lay down the action plans to achieve the end goals? Why is it Important?

Chief Customer Officer 45

Chief Customer Officer Best practices Customer retention Upselling 45

ChurnZero

DECEMBER 29, 2020

Customer Success Operations 101: Drive Productivity with Purpose, People, and Process. Today, you’d be hard-pressed to find a high-velocity sales, marketing, or product team without a designated operations function. 11 th Fastest Growing of G2 Products. How To Nail Implementation and Customer Success Handoffs.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

NobelBiz

JULY 31, 2023

With the right call queuing system in place, you’ll witness improved call handling, reduced wait times, and heightened agent productivity. By analyzing patterns, such as frequent drop-offs after a specific wait time or recurrent issues being reported, call centers can gain actionable insights. The result?

Wait times 52

Wait times Telecommunications Call Center CRM 52

delighted

MAY 24, 2017

They can amplify your strengths, drive referrals, coach new users, and even help guide the product roadmap. Solicit feedback on upcoming products. Promoters tend to know your product better than anyone else, and will often have great insight into where the product could go in the future. Reach out to them.

B2B 74

B2B Feedback Coaching Enterprise 74

360Connext

FEBRUARY 13, 2017

They have created a list of action items and asked someone to be the champion of the journey map. They roll out new products just as they had before, without consulting the map or considering the customer journey. But once the product is created, it’s imperative it’s used to help the actual customers. It happens.

Journey mapping 72

Journey mapping Consulting Consulting Customer Experience 72

GetFeedback

DECEMBER 2, 2019

It’s up to customer-centric leaders to engage the right ways to measure, communicate and take action on it. Are you offering them experiences that earn those higher feelings of satisfaction and delight or are the scores so incredibly consistent they don’t really enlighten you with how your customers are feeling?

Benchmark 78

Benchmark Journey mapping Metrics Customer centricity 78

Comm100

DECEMBER 19, 2017

Customers are smarter than before, and most of them already know your products and services intimately, based on online research or referrals, before making a purchase. These enlightened customers demand a certain quality of interaction and service from your company. What actions will improve our customer satisfaction ratings?

Customer Experience 114

Customer Experience Morale Journey mapping Customer centricity 114

Kayako

JUNE 30, 2016

In one chapter Ben describes how, during his time at Netscape, he became frustrated with his product managers. So he created a document called “Good Product Manager, Bad Product Manager” which crisply laid out the behaviours of good product managers, and juxtaposed those with the behaviours of bad ones.

Customer Service 65

Customer Service Customer effort Customer Support SaaS 65

Kayako

JUNE 30, 2016

In one chapter Ben describes how, during his time at Netscape, he became frustrated with his product managers. So he created a document called “Good Product Manager, Bad Product Manager” which crisply laid out the behaviours of good product managers, and juxtaposed those with the behaviours of bad ones.

Customer Service 62

Customer Service Customer effort Customer Support SaaS 62

ClearAction

JANUARY 16, 2016

Shift to Actionability: Here’s new wisdom for VoC — and for your overall customer experience strategy – and it’s not too late to change: shift your attention to actionability plans. At the same time, it enlightens the entire employee base to better anticipate customer expectations and reactions.

Journey mapping 54

Journey mapping Customer centricity Surveys Feedback 54

delighted

JANUARY 22, 2020

Essentially, promoters are your biggest fans and can amplify your company’s strengths, drive referrals , coach new users, and even help guide the product roadmap. Solicit feedback on new products from your promoters. More often than not, promoters are the first to purchase and try your newest products.

B2B 40

B2B Feedback Construction Coaching 40

360Connext

FEBRUARY 13, 2017

They have created a list of action items and asked someone to be the champion of the journey map. They roll out new products just as they had before, without consulting the map or considering the customer journey. But once the product is created, it’s imperative it’s used to help the actual customers. It happens.

Journey mapping 56

Journey mapping Consulting Consulting Customer Experience 56

Amity

SEPTEMBER 16, 2014

You need the ability to drive adoption of your product across many customers. Product Usage (use cohort analysis to determine customer happiness). Some actionable items that can be implemented right away.”. The post An Enlightening Customer Success Meetup with Venk Chandran appeared first on Amity. Success Trends.

Entertainment 48

Entertainment Strategic Value Metrics Feedback 48

Influitive

AUGUST 3, 2015

If prospects consider online information and opinions from peers as two of the most vital sources of information when starting the buying process, then marketing and sales teams need to leverage their customers to generate social proof for their product. Enlightened peer reviews. It’s a win-win situation for everyone involved.

B2B 66

B2B Marketing B2C Education 66

aircall

JANUARY 22, 2021

For that reason, it’s essential for your company’s leaders to promote empathy in their words and actions and to incorporate empathy into the company’s overall culture. As hard as you’re working to perfect your products, services, and support, things don’t always play out the way you expect them to. Average wait times.

Customer Support 62

Customer Support Call Center Wait times Best practices 62

Amity

APRIL 25, 2016

Allison is an entrepreneurial leader with strong business and product insticts. The Enlightened Customer. Chad is an experienced and accomplished technology leader specializing in product management and strategy, product innovation, product marketing, sales engineering, usability, and customer experience management.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

ProProfs Blog

FEBRUARY 13, 2020

But trust me, factors like: Product quality, Awesome support, Marketing reach, Efforts to engage customers, . Takeaway: The statistics mentioned above on customer loyalty programs enlighten us on different aspects that customers think of when joining or switching loyalty programs. “What can help me get committed and loyal customers?”.

Customer retention 164

Customer retention Sales B2B Marketing 164

ProProfs Blog

JUNE 30, 2020

Start With Why: How Great Leaders Inspire Everyone to Take Action. When everything else is equal (products and services), it is the experience that will set companies apart from their competitors. This is a perfect read for people across all professional stages. Author: Simon Sinek. Goodreads Rating: 4.1/5. They all started with Why.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

SmartKarrot

OCTOBER 25, 2023

Feedback should be actionable. Offer actionable insights. Collaborate with your product or service teams to stay updated on offerings that could benefit your client. Instead of pushing a product or service, aim to enlighten the client about its potential benefits in their specific context.

Accountability 10

Accountability Construction Upselling Education 10

Amity

OCTOBER 12, 2017

I recommend that you should gather some baseline data as well as input from your team, the other company functions (Product, Marketing, and Sales especially) and customers and draft out a mission statement. Product training. Cross-functional initiatives such as CS/Product collaboration on the product roadmap.

Metrics 61

Metrics Upselling Journey mapping CRM 61

Amity

OCTOBER 12, 2017

I recommend that you should gather some baseline data as well as input from your team, the other company functions (Product, Marketing, and Sales especially) and customers and draft out a mission statement. Product training. Cross-functional initiatives such as CS/Product collaboration on the product roadmap.

Metrics 49

Metrics Upselling Journey mapping CRM 49

SmartKarrot

MAY 31, 2021

On that note, videos have played an effective role in boosting customer success by giving them engaging and personalized content to enlighten and learn from. Regardless of your product being new, or having too many steps involved, explain your product to your customers becomes too easy with a video. Like what you are reading?

Brand ambassadors 10

Brand ambassadors Entertainment Customer advocacy Education 10

SmartKarrot

SEPTEMBER 1, 2021

In the online market today, you will find a plethora of options that specifically cater to the large enterprises while some of them are on the SaaS products. It is the digital tools too that should be able to render actionable insights by getting to know customer behavior better.

Enterprise 10

Enterprise Big data Analytics B2B 10

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. The Domino Effect: From Interaction to Action Every call, chat, or email in a call center is a goldmine of information.

Analytics 98

Analytics Call Center Scripts Contact center software 98

Nicereply

NOVEMBER 2, 2023

While many marketers are aware of the general concept, a deeper dive into the different types of response bias can be enlightening, revealing nuances that might have been previously overlooked. Example : In a survey regarding a new product feature, if most questions are phrased positively (e.g., ‘Do Recency bias. Courtesy bias.

Surveys 52

Surveys Feedback Accountability SaaS 52

Callminer

JULY 23, 2019

Non-Targeted Feedback: Leaders offering vague or non-specific feedback often fall short of providing agents with the real-world examples and actionable advice they need to improve their performance. One state government agency shared how its traditional annual employee survey spurred enterprise-wide action to make things better.

Best practices 140

Best practices Feedback Call Center Coaching 140

ClearAction

NOVEMBER 16, 2023

Let’s look at a sports analogy for enlightenment. Top-tier athletes’ actions are second nature to them (embedded in their psyche or a matter of routine/habit) and they can adapt instantaneously to whatever is needed at the moment. Voice of customer maturity is quite low today in terms of ease, actionability, and strategic use.

B2B 62

B2B Feedback B2C Enterprise 62

ChurnZero

APRIL 27, 2021

In this article we will share some enlightening Q&A with our lead investors from our seed, Series A, and Series B funding rounds. Meaningful inbound leads, even at this early stage, are often a sign that the market is hungry for the product offering. Let’s hear what they each had to say. . I’ve yet to see any of this work.

SaaS 98

SaaS Metrics Sales Marketing 98

Fonolo

SEPTEMBER 14, 2023

If an agent has a notable FCR rate, they have a good handle on important aspects of the job, like product knowledge, customer service, and communication skills. Generally, the lower the AHT, the more calls your agents can get through, and the higher productivity will be in the contact center.

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91