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

Beyond Philosophy

DECEMBER 4, 2014

An organization’s process tells me a great deal about how Customer-centric they are. Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus.

Journey mapping 384

Journey mapping Customer centricity Employee engagement Customer Experience 384

CSM Magazine

AUGUST 5, 2022

Customer service managers are responsible for overseeing customer service in an organization. Customer service manager jobs are typically available in large organizations that have a customer service department. Some customer service manager positions may also be available in small businesses.

Customer Service 99

Customer Service Management Government Time management 99

Global Response

FEBRUARY 7, 2023

Customer-centric, customer orientation, customer obsessed: these buzzwords get thrown around frequently, but what do they really mean—and how can you implement these strategies at your own organization? If your organization doesn’t have a customer-oriented culture right now doesn’t mean you can’t create one over time.

Customer centricity 62

Customer centricity Customer retention Feedback Metrics 62

ShepHyken

MARCH 11, 2020

The next step was a video orientation. This gives the applicant the opportunity to observe employees and customers. Ideally, the potential employee experiences the store through a different lens than a regular customer. The best customer-focused companies are also employee-focused. Follow on Twitter: @Hyken.

Personalization 331

Personalization Customer Service 331

Beyond Philosophy

MAY 7, 2020

Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. They give things to new customers only. Instead, they would say they wanted loyal customers.

Customer centricity 436

Customer centricity Technical Support Consulting Consulting 436

Vistio

APRIL 1, 2024

Delivering outstanding customer experiences requires highly skilled and well-trained agents who can navigate complex interactions. Instead, companies must look to innovative contact center technology solutions like Vistio, which offers next-best-action guidance and automation, to prepare their customer service agents fully.

Accountability 52

Accountability Customer Service Contact Center Morale 52

ShepHyken

MARCH 29, 2019

Customer experience comes first. The pricing process is a crucial element in building a successful shopping journey. It is something the buyer looks back at to understand if the whole relationship, or customer experience, was worth it. Customers choose retailers with optimal prices. Definitely, no.

Customer Experience 259

Customer Experience Accountability CRM Enterprise 259

ShepHyken

JANUARY 1, 2019

Finding Your Purpose to Achieve Success Sooner. They discuss Skip’s new book, The Book of Mistakes: 9 Secrets to Creating a Successful Future , which details the most common mistakes people make in their professional and personal lives. The most successful people do not allow other people to define their value.

Technology 272

Technology Customer Service Personalization 272

Beyond Philosophy

OCTOBER 5, 2017

The emotional side of the Customer Experience (CX) is often ignored, which is a big mistake in today’s competitive business environment. When you cultivate customers’ positive emotions, it improves your CX outcomes and serves as an enormous competitive differentiator. But what should you focus on to ensure your program is a success?

Journey mapping 357

Journey mapping Banking Customer emotions Customer centricity 357

ShepHyken

JULY 16, 2019

Putting People First to Achieve an Exceptional Customer Experience. They discuss Cameron’s customer service philosophies and his new book, Yes is the Answer! The Interview with Cameron Mitchell: Be goal-oriented. Rather than putting the guests/customers first, put your employees first. What drives a company’s success?

Customer Service 272

Customer Service Customer Experience 272

COPC

NOVEMBER 15, 2023

This first installment, “ Call Center Attrition: Avoid the Dilemma of First-day Ghosting ,” will cover how to create the job description and implement a successful preboarding program. The guide will focus on aligning expectations, skills, and engagement for successful call center operations. It is a problem, but not the problem.

Call Center 95

Call Center Employee engagement Best practices Contact Center 95

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

ClientSuccess

DECEMBER 1, 2021

As CSMs, we all want to establish a baseline of trust and security with our customers. Customers should feel comfortable and open to sharing any issues or concerns they may have. Understanding what customer trust entails has been one of the great mysteries of customer success – until now.

Accountability 70

Accountability Feedback Sales Personalization 70

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. At the intersection of product, customer, and business insights, CS is uniquely positioned to steer businesses through these changing environments. Most expect to see CS emerging as a growth engine.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

CSM Magazine

FEBRUARY 15, 2023

Organizational culture is a set of values, beliefs, and behaviors that guide how employees interact with each other, customers, and the external environment. Long Term Orientation Long-Term Orientation looks at how future oriented an organization is – whether it values short-term gains or building something lasting over time.

Management 52

Management 52

ShepHyken

FEBRUARY 18, 2022

He shares how to improve the SaaS customer experience to encourage customer loyalty. Profits from loyal customers are a company’s most valuable asset. Profits from loyal customers are a company’s most valuable asset. Customer experience is a key difference for SaaS firms. Why is it Important? .

SaaS 173

SaaS Customer Experience B2B Feedback 173

Bill Quiseng

JANUARY 25, 2023

In retail customer service, your people are NOT your most important assets. Stephen Covey, the author of The 7 Habits of Highly Effective People, claims that success in any job is 20% knowledge and 80% interpersonal skills. Ultimately, success in retail customer service is all about interpersonal skills.

Customer Service 103

Customer Service Banking Education Personalization 103

NobelBiz

APRIL 23, 2024

Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. By meeting debtors where they are, agencies can enhance engagement and improve the likelihood of successful debt resolution.

Customer centricity 52

Customer centricity Contact Center Technology Telemarketing 52

Education Services Group

FEBRUARY 16, 2022

Raise your hand if you’ve ever read a job description like this: We’re hiring a Chief Customer Officer! Because we expect that orientation to benefit the customer and the company, it will require the CCO to be the individual at the leading edge of enabling its realization. Our customers are churning, and we have no idea why.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Journey mapping Coaching 52

TeamSupport

MARCH 23, 2021

A customer can be very satisfied with the products and services of a company, but that doesn't mean they’ll remain loyal. Competitors can attract them by offering better customer benefits, including proactive customer support. Customer experience is decisive for both satisfaction and loyalty. Know your customers.

B2B 105

B2B Customer Support Self service Big data 105

TeleDirect

MARCH 4, 2023

When hiring your call center agents, you need to know if they have good skills in customer service. In this article, we’ll help you determine these essential customer-facing skills. This can be a tall order—after all, customer service is a complex (and incredibly important) facet of the business.

Call Center 62

Call Center Call center experience Customer Support Customer Service 62

Tethr

MARCH 5, 2021

Customer loyalty. Your customers now have a wealth of product and service options just a few clicks away, and as a result, it has become almost impossible to keep a customer loyal. Strategies for building customer loyalty can be expensive or inefficient , and few seem to have settled on a strategy that actually works.

Contact Center 118

Contact Center Customer effort Customer Experience Management 118

Totango

APRIL 7, 2021

The Totango API provides a full customer 360 view and helps improve your team’s efficiency so you can take your customer success to the next level. . Workflow Automation and Customer Success. Automating workflows is especially useful when it comes to your customer success goals.

APIs 118

APIs Enterprise Analytics Technology 118

Education Services Group

APRIL 12, 2022

You know what I love about being part of the Customer Success movement? Because it stands at the edge between customer and provider, it has no choice but to be nimble, deliberate, and anticipatory. What is ESG and what is Customer Success as a Service (CSaaS)? The tectonic forces that are constantly at play.

Best practices 52

Best practices Customer centricity Technology Enterprise 52

Totango

AUGUST 18, 2021

Freemium onboarding forms a critical stage in users’ path to becoming paying customers. In this blog, we’ll cover what freemium onboarding email sequences are before we take a closer look at what types of emails go into successful onboarding campaigns. Welcome emails normally are sent to all new freemium customers.

Best practices 115

Best practices Benchmark SaaS Enterprise 115

CustomerSuccessBox

MAY 24, 2022

If you could ask a question to your customers, what would that be? Tip: ask a question that drives your customer’s health! Yes, driving customer health is not an easy task. As a Customer Success Manager(CSM) or a Customer Success leader, you need first to create a success plan that has every detail about your customers.

Metrics 52

Metrics Accountability Personalization Management 52

aircall

AUGUST 6, 2021

Goal-oriented. Without a goal-oriented mindset, they can easily fail to follow through on goals and objectives especially without in-person oversight. Customer-centricity . Customers play a big role in any business’s success. Determination. Strong Communication.

Customer centricity 77

Customer centricity Education Personalization Management 77

Bill Quiseng

JANUARY 26, 2023

Stephen Covey, the author of The 7 Habits of Highly Effective People, claims that success in any job is 20% knowledge and 80% interpersonal skills. Ultimately, success in hospitality is all about interpersonal skills. Interpersonal skills training cannot simply end after the first-week orientation. The right people are.”

Banking 88

Banking Education Personalization Management 88

ijgolding

NOVEMBER 8, 2016

Sadly, I chose to follow my fathers footsteps and become a fan of his team – Leyton Orient. Every Orient fan will admit that they are not a fan of Leyton Orient because they expect success – and that is the perfect segway to me explaining why I am writing about the 91st best (currently) football league team in England (out of 92)!

Entertainment 95

Entertainment Airlines Finance Personalization 95

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

SaaS 96

SaaS Upselling Metrics Journey mapping 96

Bill Quiseng

DECEMBER 15, 2014

This week’s guest post is offered by customer service expert Nicholas Goss. We both share a commitment to help small business owners Deliver the World’s Best Customer Experience. I connected with Nicholas first on Twitter and quickly began a fan of his customer service blog. Or the Customers? INTENTIONS ARE!

Morale 160

Morale Upselling Coaching Customer Service 160

ChurnZero

APRIL 10, 2020

How to Nail Implementation and Customer Success Handoffs. As a deadline-driven team, Implementation fiercely adheres to project start and completion dates (for their sake and the customer’s). But issues arise when project handoffs occur at a less-than-ideal time for the next in the line of customer succession.

Journey mapping 61

Journey mapping Accountability Sales Analytics 61

ChurnZero

JUNE 9, 2023

However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.”

Finance 98

Finance Metrics Benchmark Chief Customer Officer 98

OctopusTech

MARCH 19, 2024

With today’s customers more likely to use online tools like Google and social media to access information, an excellent website becomes the key element in bringing in and retaining potential customers. Having a strong online presence is essential for businesses to stay ahead of competitors in today’s digital world.

Consulting 62

Consulting Consulting Engineering Best practices 62

JustCall

JANUARY 24, 2024

They try to take notes while on customer calls and then struggle to add those notes/summaries to your CRM. Access to JustCall’s AI features within Salesforce Reps and agents in the past often grappled with understanding the full story of each customer interaction. And you can always count on us for the best customer service.

Real estate 69

Real estate CRM Customer emotions Coaching 69

COPC

OCTOBER 16, 2023

During the Execs in the Know Customer Response Summit in Nashville, we reviewed the generational differences in the current frontline workforce, supported by current research conducted by COPC Inc. What you can see from Figure Four is that no matter what the criteria are, they become more important with each successive generation.

Transportation 94

Transportation Surveys Technology Contact Center 94