OctopusTech

JANUARY 23, 2024

This optimization is the real secret sauce for achieving maximum visibility and attracting organic visitors, ultimately leading to business growth. With both Community and Enterprise editions, businesses can choose a solution that aligns with their specific needs.

Engineering 62

Engineering Enterprise Sales Management 62

SharpenCX

JULY 21, 2021

>> Read Next: Your guide to using Sharpen + Salesforce & Zendesk. With 5,700+ properties, they offer more than 1.1 million rooms across 30 brands in 110+ countries. What takes Marriott from a root beer stand to a global leader in the hospitality industry? From the start of the brand to now, Marriott excels in customer service.

Personalization 137

Personalization Customer Experience Surveys Employee engagement 137

ChurnZero

DECEMBER 9, 2020

With their consulting expertise they have a lot of advice to offer on how to improve metrics and accomplish your ultimate goal of reducing churn and increased retention. With their consulting expertise they have a lot of advice to offer on how to improve metrics and accomplish your ultimate goal of reducing churn and increased retention.

Consulting 98

Consulting Consulting Best practices Upselling 98

Nicereply

MAY 4, 2022

It is one of the most important ways you can build meaningful relationships with your customers, strengthen their trust in your brand, and ultimately drive new sales. The latest customer success trends clearly show that letting your customers communicate with you in real-time meets their growing demands and makes you stand out.

Best practices 98

Best practices Self service Sales Surveys 98

JustCall

APRIL 3, 2023

It’s like extending a personal guide to your customers—one who is there to support them every step of the way. Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? This is where customer success comes in. ” The math and learning are simple.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

ShepHyken

AUGUST 17, 2018

Additionally, creating an FAQ page and community forums for customers can help deflect tickets and reduce the volume of tickets for your agents. This week we feature an article by Kaavya Karthikeyan who writes about customer support metrics that you should be tracking. – Shep Hyken. The industry benchmark for FRR is 7 hours.

Benchmark 189

Benchmark Metrics Customer Support First call resolution 189

CSM Practice

DECEMBER 19, 2021

A stack of well-integrated software is developed to guide customers to success. Managing their needs, dedicated CSMs, CRM platform, CS platform, Support tool, Billing platform, community, etc. . This saying applies to your Customer Success Technology stack more than anything else. You need to layout your journey first.

CRM 98

CRM Brand ambassadors Best practices SaaS 98

CX Accelerator

APRIL 11, 2018

When leaders under pressure become territorial and raise their draw bridges, it's the customer who ultimately pays the price. When leaders under pressure become territorial and raise their draw bridges, it's the customer who ultimately pays the price. The moment you stomp out one fire, the sparks start flying in five other directions.

Customer Experience 182

Customer Experience Wireless Journey mapping Coaching 182

CX Global Media

JULY 11, 2019

As Lisa Oswald, Senior Vice President, Global Customer Service with TravelZoo said, “The Contact Center Virtual Summit combines the best of two worlds – this one-of-a-kind program delivers high-caliber content and ultimate convenience. Our organizations, our learners, and our jobs have changed dramatically. Playbook and Planner.

Contact Center 120

Contact Center CCNG Morale Coaching 120

TechSee

OCTOBER 9, 2018

Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. A day in the life of a Millennial. She tweets about her sleep quality and messages her roommate that her share of the rent has been paid with Venmo.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

Call Center Weekly

OCTOBER 1, 2018

Corporate culture is rooted in an organization's goals, strategies, structure, and approaches to labor, customers, investors, and the greater community. culture: The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. Should you find yourself in the latter position… take heart, all is not lost.

Morale 164

Morale B2B Customer Experience Sales 164

ChurnZero

APRIL 8, 2020

How Online Communities Create Customer Advocacy and Retention. This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? Before we go any further, what exactly is customer advocacy?

Customer advocacy 81

Customer advocacy Journey mapping SaaS Gamification 81

GetFeedback

APRIL 29, 2019

The Ultimate Guide to Event Surveys. In fact, 90% of SMS messages are read in the first 3 minutes and 82% of people say they open every text message they receive. Not only does SMS have a high engagement rate, but according to a study conducted by the University of Michigan , people are more likely to give accurate feedback over text.

Surveys 106

Surveys Healthcare Transportation Feedback 106

Call Center Weekly

NOVEMBER 26, 2018

Your former Recruiting team just took you through a PowerPoint presentation in which they proudly announced that Recruiting should hence forth be referred to as “Talent Acquisition.” But renaming the Recruiting team, Talent Acquisition, is part evolution, part trend and part semantics as I observe, yet this is far from unusual. Seriously…go.

Contact Center 169

Contact Center Coaching Business Process Outsourcing Transportation 169

ProProfs Blog

SEPTEMBER 9, 2020

If you find yourself sharing the same concern frequently, then you need to build a customer loyalty program. Before turning into global names, brands like Starbucks and Amazon might have faced the same challenge. In fact, Candybar found that customers are 80% more likely to shop at stores that have loyalty programs. Tweet this.

Gamification 144

Gamification Customer retention Metrics Sales 144

AWS Machine Learning

DECEMBER 1, 2022

The great majority of AI applications fall in the latter category, and their widespread adoption provides opportunities for immense productivity gains and, ultimately, improvements in human well-being. It can help scientists cure terminal diseases, engineers build inconceivable structures, and farmers yield more crops.

Transportation 71

Transportation Airlines Government Engineering 71

Certified Languages International

MAY 23, 2023

If you automatically go with the lowest-priced vendor, it could expose your organization to potential liability, impact the quality of services you get, and ultimately cost more down the road. When you seek out a language service provider (LSP), it can be tempting to simply go with the lowest price. There’s value in this expertise.

Call flow 52

Call flow Interactive Voice Response Education Call Center 52

Fonolo

SEPTEMBER 1, 2020

How to Manage Customer Perception: A Complete Guide. The Executive Guide to Improving 6 Call Center Metrics. What is customer perception? The term, ‘customer perception’ is used to describe a consumer’s — or a group of consumers’ — feelings and thoughts about a brand. brandperpception Click To Tweet.

Airlines 142

Airlines Advertising Marketing Customer Experience 142

C Space

MAY 7, 2020

Ultimate’s Perception survey solution now includes a new crisis check-in pulse survey, available at no additional cost to customers. Keep checking back here for the latest updates on how brands are dealing with coronavirus.

Healthcare 52

Healthcare Entertainment Surveys Morale 52

The Petrova Experience

DECEMBER 20, 2022

Customer experience strategy guides exceptional experience and bolsters growth. When executed well, it impacts not only your market share, but the entire industry in which you operate. As we close out 2022, we look at three strategic approaches to customer experience from top brands that took CX to the next level. T-Mobile grew.

Customer Experience 98

Customer Experience Banking Customer centricity Wireless 98

NobelBiz

NOVEMBER 13, 2023

This article serves as a comprehensive guide, navigating through the intricacies of measuring CX ROI, unraveling the layers of customer experience impact, and providing actionable insights for businesses aiming to leverage their investments in customer satisfaction. Furthermore, good CX play a crucial role in reducing churn rate.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

PeopleMetrics

MARCH 25, 2022

They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. After all, customer feedback is gold, an invaluable asset for improving retention and guiding your strategic decisions.

Feedback 118

Feedback Surveys B2B B2C 118

CX Accelerator

APRIL 11, 2018

When leaders under pressure become territorial and raise their draw bridges, it's the customer who ultimately pays the price. When leaders under pressure become territorial and raise their draw bridges, it's the customer who ultimately pays the price. The moment you stomp out one fire, the sparks start flying in five other directions.

Customer Experience 140

Customer Experience Wireless Journey mapping Gamification 140

Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. And his blog is filled with great customer service insights, tips to improve customer satisfaction, and guides to help you create a customer service culture in your business. .

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ChurnZero

JUNE 7, 2022

Many people in the Customer Success community find that their peers on other teams (but within their own organization) don’t understand the impact of the function, and just how valuable it is to their own work. . So how can we work to bridge the gap between Customer Success and other departments in an organization, and why is it important?

Education 98

Education Best practices Metrics Sales 98

CX Global Media

JULY 9, 2019

At the Contact Center Virtual Summit, you’ll get the opportunity to learn from industry experts that help to guide my thinking and idea creation on hiring right. This is one area of the agent journey that can be dramatically different from one organization to the next. On-boarding is your employee launching point. CCVS Playbook and Planner.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

JustCall

MARCH 28, 2023

So, as a next step, to enhance agent performance, drive higher sales, and provide customers with a better experience – communicate with your sales and support teams the goals they are expected to achieve and the performance level they are expected to uphold. This can help identify any potential gaps in training, tools, or resources.

Morale 52

Morale Sales Feedback Construction 52

OctopusTech

NOVEMBER 15, 2020

Here are the top five guiding principles of outsourcing Customer Support Services for gamers: 1. Understanding the Players Providing Multilingual Support. Finally, free mobile device game players generally land on the developer’s website or on community forums to find support. Five Principles of Successful Customer Support.

Customer Support 62

Customer Support outsourcing Multi-channel support Multichannel 62

Real Blue Sky

NOVEMBER 21, 2023

Unlocking Growth: The Power of Adaptation and Innovation Introduction In the current economic climate, where unpredictability is the only constant, businesses are grappling with the reality of tightened budgets and a future that’s hard to forecast. Our ethos is rooted in the power of transformation and adaptability.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

JivoChat

MAY 21, 2023

Instagram offers business owners and influencers an unmatched opportunity to grow their brands and build their communities. But posting high-quality content alone isn’t enough to heighten your online presence. You need people to engage with your posts, or your efforts might quickly fall through the cracks. So, how can you achieve that?

Metrics 75

Metrics Accountability Marketing Personalization 75

CustomerSuccessBox

JANUARY 13, 2022

The purpose of advocacy is to elevate the customer and provide more value that will ultimately lead to additional revenue and growth as a consequence. You can also check out our Ultimate Guide to Customer Advocacy to start. Providing constant value to the customers doesn’t automatically lead to them becoming your advocates.

Customer advocacy 52

Customer advocacy Marketing Best practices Accountability 52

Toister Performance Solutions

APRIL 29, 2021

I recently interviewed Cheyenne Terbrueggen, Marketing Communications Manager at Elephants to learn how the company keeps its brand promise and wins fans like me. I recently interviewed Cheyenne Terbrueggen, Marketing Communications Manager at Elephants to learn how the company keeps its brand promise and wins fans like me.

Advertising 71

Advertising Marketing Consulting Consulting 71

ChurnZero

JUNE 10, 2020

It covers all the essentials like subscription pricing, Software-as-a-Service, digital community engagement, and freemium incentives as a way to turn casual browsers into cash-paying superusers. Many of us have been staying at home, protecting ourselves from the coronavirus and are no doubt looking for an escape. The Forever Transaction.

SaaS 69

SaaS Upselling Sales Customer emotions 69

JustCall

MARCH 10, 2023

In this guide, we will look at how you can improve your self service customer service and leverage its holistic benefits (for the customer and the business). Customers generally like to help themselves, if they can. This is why empowering them with the ability to find their own answers is the best way businesses can win over their customers.

Self service 40

Self service Customer Service Chatbots Feedback 40

Totango

AUGUST 18, 2022

In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased. Guiding customers through how to use basic features. At the same time, you need to minimize time-to-value (TTV) to ensure customers see the benefits of your product as soon as possible.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

C Space

DECEMBER 17, 2020

Or we didn’t… and we saw people project problems onto others, ultimately slowing progress. Community as important as food. What’s emerging is a collective need for community and solidarity. Without the intimacy of human touch, the normalcy of day-to-day routine, nor the predictability of tomorrow. Skip straight to the framework.

Accountability 52

Accountability Customer Experience 52

ChurnZero

AUGUST 6, 2021

Customer Success Slack Communities – Slack groups and other online Customer Success communities, like Gain Grow Retain , make it easy to find mentors in the space. And naturally, this list wouldn’t be complete without mentioning ChurnZero’s Resources comprised of guides, webinars, cheat sheets, eBooks, and more. .

SaaS 98

SaaS Personalization Accountability Education 98