Beyond Philosophy

SEPTEMBER 25, 2017

Journey analytics seeks to improve customer experience by collecting data at each point on a customer’s journey and mapping customers’ paths – whether they lead to a purchase or not. The idea is that when you know the steps your customers take in their interactions with you, you can design a better customer experience.

Big data 284

Big data Journey mapping Consulting Consulting 284

Beyond Philosophy

MAY 26, 2015

In this series, professionals share what they’d do differently — and keep the same. “There are no secrets to success. “There are no secrets to success. Follow the stories here and write your own (please use #IfIWere22 in your post). George Bernard Shaw (no relation) said… Youth is wasted on the young.”.

Feedback 356

Feedback Customer Experience Management 356

Beyond Philosophy

APRIL 9, 2018

Honest feedback from your customers is the best way to improve any hiccups in your Customer Experience. Overcoming the obstacle of social norms is a crucial activity for today’s Customer Experience professionals. We have X surefire ways to get your customers to talk. What is worse, we would never know why!

Feedback 262

Feedback Personalization Consulting Consulting 262

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk.

SaaS 98

SaaS Best practices Gamification Feedback 98

Beyond Philosophy

SEPTEMBER 19, 2017

Asking strategic questions helps you understand your Customer Experience (CX), determine a focus for your efforts, and deliver a successful CX outcome. The question is this: How much do you embrace customer irrationality? The question is this: How much do you embrace customer irrationality? I can understand that. Stray eyelash?

Consulting 194

Consulting Consulting Customer Experience Marketing 194

Beyond Philosophy

OCTOBER 11, 2019

I complain a lot about companies that get Customer Experience wrong. Today, I am going to take another angle and explore how one company has taken on the Customer Experience journey and gets it right. RICOH Canada has done some incredible work in improving Customer Experience. The RICOH Canada Backstory.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

Interaction Metrics

DECEMBER 13, 2023

” DEI programs may be right, but it’s no secret that they are controversial in the workforce. It’s more fundamental than that — it’s simply right. Employees are often skeptical when a workplace diversity survey is introduced, which makes it difficult for DEI programs to flourish. DEI: Definitions Definitions matter.

Surveys 62

Surveys Benchmark Feedback Best practices 62

Nicereply

MARCH 14, 2023

Every customer support manager has a busy life. But when you’re fighting product fires , helping customers, and managing a team, you can’t afford to waste time on unhelpful books. From strategic plans, to presentations, to customer emails, to training material for their team—the writing never ends. You need proven work.

Management 98

Management Call Center Metrics Entertainment 98

Education Services Group

APRIL 25, 2021

In the third installment of our three-part series on the ESG Customer Success Maturity Model, I’ll share the characteristics it takes to Transform your CS organization into a proactive, predictive powerhouse (look at that alliteration!) of customer happiness and retention. The ESG Customer Success Maturity Model is not linear.

Journey mapping 91

Journey mapping Construction Analytics Education 91

Toister Performance Solutions

MARCH 14, 2019

A customer once taught me an important lesson about empowerment. My customer was frustrated by a two-week wait for a product sample. I'll never forget his retort: "Isn't that what they pay you for? I managed to get the customer's sample order out in three days rather than two weeks. He was right.

Airlines 54

Airlines Accountability Contact Center Feedback 54

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Or maybe it is because the quality of our posts is always improving and we share more regularly.

Customer centricity 71

Customer centricity Journey mapping Marketing Personalization 71

Integrity Solutions

JUNE 23, 2022

Regardless of whether it’s six months or five years away, mild or steep, the risk of a downturn is always there, and that means the time to develop a recession-proof business is now. Start With Developing a Recession-Proof Customer Strategy. Here’s what a recession-proof customer strategy might look like.

Coaching 75

Coaching Sales Accountability Consulting 75

BlueOcean

FEBRUARY 25, 2019

It’s a trend that has a significant impact on the customer care sector. There are very real service expectation differences between providing customer service to a one-off consumer versus a loyal member. But first – What is a Kick-Ass Customer Experience Anyway? Quick, how many services or memberships do you subscribe to?

Customer Experience 116

Customer Experience Coaching Feedback Customer Care 116

C3Centricity

JANUARY 4, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Five Rules of Customer Observation for Greater Success. The 6 Best Ways to Show you Respect your Customers.

Customer centricity 62

Customer centricity Marketing Personalization Best practices 62

Infinity

JANUARY 19, 2022

With a wealth of data at the modern marketer’s fingertips, it’s never been easier to understand how and why customers convert. Revenue attribution, also known as marketing attribution, involves matching revenue from customers to specific marketing activities. A great example of this comes from Vodafone.

Advertising 52

Advertising Marketing Sales Analytics 52

Beyond Philosophy

NOVEMBER 22, 2019

I was in the Apple Store the other day, and I thought to myself, this is more like a club of shared values and interests than a shop. We discussed Tribalism on a recent podcast and how your brand can create one with your customers. Tribes are not only good for your brand, but they are excellent for building Customer Loyalty. .

Banking 64

Banking Consulting Consulting Accountability 64

ChurnZero

DECEMBER 9, 2022

However, given her CS background, Gabby never envisioned herself becoming a CEO, as she explained during her keynote session, “ The new ‘C’ in CEO ” at ChurnZero’s Customer Success Leadership Summit, BIG RYG. On your path to CEO, you made a deliberate choice to put the customer before yourself.

Coaching 52

Coaching Metrics Marketing Enterprise 52

Inbenta

SEPTEMBER 4, 2018

In order to be truly useful, chatbots must be available in as many places as possible within a customer’s workflow — this allows a chatbot to provide customers with contextual help throughout the process. Over the years, we’ve learned a lot about cybersecurity measures, what to prepare for, and what to guard against.

Chatbots 58

Chatbots APIs Scripts Enterprise 58

ChurnZero

OCTOBER 2, 2020

We’re taking a break from our usual blog content of Customer Success expertise to bring you a lighthearted read on the ChurnZero team’s shameless hobby fails during quarantine. A quick preamble to this article: Hi there, I’m Emily, the content marketing manager at ChurnZero. You and I will always be unfinished business.”. I thought so!

Education 75

Education Sales Marketing Management 75

ijgolding

JUNE 25, 2018

The hiatus in my writing does not mean I have run out of things to say on the subject of customer experience (CX) (boo, say some; hurrah, say others!) – far from it! During my six years as an independent customer experience specialist, I have become a customer of almost every car hire company on the planet.

Enterprise 77

Enterprise Customer centricity Accountability Customer Experience 77

Inbenta

SEPTEMBER 4, 2018

In order to be truly useful, chatbots must be available in as many places as possible within a customer’s workflow — this allows a chatbot to provide customers with contextual help throughout the process. Over the years, we’ve learned a lot about cybersecurity measures, what to prepare for, and what to guard against.

Chatbots 40

Chatbots APIs Scripts Enterprise 40

CX Journey

MARCH 5, 2015

Bell Today I''m pleased to share a guest post by John R. Six weeks ago, my business book was released. In it, I draw on personal experiences from my days in the C-suite and the boardrooms of my consulting clients to make the case that sacrifice is the surprising secret to successful long-term viability. Do Less Better.

Consulting 65

Consulting Consulting Marketing Personalization 65

Amity

FEBRUARY 24, 2016

Issue 77 - Customer Success Articles that are Certified Classics (Part 3). How do we decide which articles are Customer Success Classics? In this issue of the SaaS Tattler, we continue our list of Customer Success articles that are certified classics. Get your free Customer Success Hero shirt! When I win, you win.”

Upselling 48

Upselling SaaS Best practices Customer retention 48

CSM Magazine

MAY 19, 2020

Never before imagined concepts become a reality at an impressive pace! This article is focused on the challenges and most recent techniques to reduce payment fraud. We live in the age of a fascinating technological revolution. Security is a super-important issue right now! The first case is all of those things, which banks tell you not to do.

Banking 52

Banking Accountability Analytics Personalization 52

CrazyCall

JUNE 18, 2019

World of selling can be divided into two categories – companies who sell to end customer and work in B2C (business to customer) type of industry. However, you have to remember there is no magic trick or secret formula for selling. Moreover, when dealing with people principles of the psychology of selling are applied.

Sales 91

Sales Advertising Government B2C 91

ChurnZero

OCTOBER 28, 2021

Q&A Recap: 2021 Customer Success Leadership Study Results Revealed. With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been in many ways just as challenging as the last. Speakers: Abby Hammer , Chief Customer Officer, ChurnZero. Q&A Recap.

Chief Customer Officer 52

Chief Customer Officer Metrics Finance Surveys 52

Kayako

SEPTEMBER 8, 2016

These global work-from-home employees keep customer service ticking along 24 hours a day. The demands of the customer have risen, and the need to keep customers successfully supported is vital to business growth. Business can’t afford not to scale customer support around the world. But, it’s not all one way.

Personalization 0

Personalization Education Self service Customer Support 0

Fonolo

NOVEMBER 17, 2020

Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. And contact centers were utterly overwhelmed in the floods of anxious customer calls. Read the Full Industry Report Here: Contact Center Trends 2021. Here’s what they said.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

C Space

MAY 18, 2020

Motorcycle, ATV and snowmobile manufacturer Yamaha has launched an all-new “ Deliver Your Ride ” program supporting US Yamaha dealers to complete vehicle purchases remotely, then deliver the product directly to customers. Keep checking back here for the latest updates on how brands are dealing with coronavirus. households.

Transportation 52

Transportation Sales Entertainment APIs 52

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. That’s where customer retention comes in.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

Natalie Petouhof

JUNE 4, 2017

Think: ride-sharing (think Lyft, Uber, Tesla and ReachNow (by BMW.) You would think it would be to generate revenue, profits and reduce costs. Think again. It’s all about iterating and pivoting like a start-up. Boyd in the context of CEO’s and their need to be nimble? As a fighter pilot, John had to make decisions in nano-seconds.

Automotive 53

Automotive Transportation Engineering Marketing 53

Russel Lolacher

JANUARY 2, 2023

In this episode of Relationships at Work, Russel chats with six-time best-selling co-author, podcast host and keynote speaker Scott Stratten on the impacts of bad leadership and how unlearning and unleadership (defying traditional norms) is the path to better relationships at work. . Real experiences good and bad leadership. Russel Lolacher.

Personalization 52

Personalization Employee engagement Management Banking 52

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Adrian Swinscoe. Aimee Lucas.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

LiveChat

OCTOBER 8, 2015

How do you make sure that the message you use will spring potential customers into action? A good call to action can help you encourage visitors to take a number of actions like: buying a product, signing up for your service, leaving you their contact details, leaving a comment or sharing an article. The anatomy of a call to action.

Government 71

Government Marketing Sales Personalization 71

CX Journey

JULY 21, 2015

Is this the secret to employee engagement? Image courtesy of BeachBumBlu I originally wrote today's post for Intradiem. It appeared on their blog on February 19, 2015. In his talk, he poses a question, a bit of a chicken-and-egg situation, something along the lines of: Does being less engaged make employees less productive. and Europe.

Employee engagement 84

Employee engagement Accountability Consulting Consulting 84

C Space

DECEMBER 6, 2021

At a rate and global scale never before experienced. In March of 2020, we launched an exploration to understand how people’s lives are changing amidst the new realities thrust upon us by the pandemic, social unrest and evolving technologies. The “inward“ part of the cycle will be with us for some time. We believe that’s the wrong question.

Transportation 59

Transportation Airlines Automotive Marketing 59

Natalie Petouhof

JUNE 4, 2017

Think: ride-sharing (think Lyft, Uber, Tesla and ReachNow (by BMW.) Do the OODA Loop Faster and Better! You would think it would to generate revenue, profits and reduce costs. Think again. It’s all about iterating and pivoting like a start-up. So why bring up Colonel Boyd in the context of CEO’s and their need to be nimble?

Automotive 40

Automotive Engineering Marketing Technology 40