ijgolding

DECEMBER 14, 2017

Just last month, American Express spectacularly failed me as a customer – my experience epitomises the state of customer experience in many industries. This is what happened: End of September 2017 – I attempted to use my American Express credit card – it was declined.

Customer Experience 65

Customer Experience Customer centricity Banking Education 65

CX Journey

DECEMBER 27, 2017

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud CX; it was published on their blog on June 21, 2017. Not seeing the results or improvements you expected to see from your customer listening efforts? Outline a systematic approach for service recovery to occur at the individual customer level.

Feedback 47

Feedback Metrics Best practices Customer retention 47

Call Center Pros

AUGUST 27, 2018

His startling conclusion: Even a small improvement in customer retention can double profits in your company. To Providing a World-Class Customer Experience by John R. Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning. “Top Ten Business Books For 2017” – Forbes.

Customer Service 40

Customer Service Call Center Sales Engineering 40

CSM Practice

JULY 6, 2020

Customer success teams have first-hand knowledge of customer goals and a deeper connection to the customer base. These attributes make them the most appropriate team to close customers with additional solutions to make them more successful. Encourage your customers to share ideas with others and to see best practices.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

Customer success teams have first-hand knowledge of customer goals and a deeper connection to the customer base. These attributes make them the most appropriate team to close customers with additional solutions to make them more successful. Encourage your customers to share ideas with others and to see best practices.

SaaS 71

SaaS Upselling Accountability Sales 71

ShepHyken

MARCH 13, 2017

Each week I read a number of customer service articles from various online resources. 47 Social Media Statistics to Bookmark for 2017 by Alex York. If you find that stat interesting you’ll love what Sprout Social has put together in a special report titled “47 Social Media Statistics to Bookmark in 2017.”.

Customer Service 227

Customer Service Best practices Customer retention Customer Support 227

SmartKarrot

MAY 27, 2020

Let’s see how you can benefit from the best account manager training available online. As per Safe Guard’s Commercial Executive survey of 2016-2017- “The most successful account managers are relationship builders with a well-structured approach to managing their accounts.”. But, today’s your day. Here’s RAIN Group solving that for you.

Accountability 10

Accountability Management Best practices Customer retention 10

SmartKarrot

JANUARY 5, 2021

Rick has authored the book named “ Practical Customer Success Management: A best practice framework for managers and professionals ” which is an amazing collection of practical advice and assistance for Customer Success professionals at all levels. Peter Armaly. Jay Nathan. Emilia D’Anzica. Swati Garg.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Netomi

JANUARY 5, 2022

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. It won a 2017 Best Book Award for business books after winning a silver medal from North American Book Awards.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ProProfs Blog

JANUARY 17, 2020

Every single company in the world wishes to offer delightful customer service. . But, a lot of companies don’t have a plan in place when things go wrong during the customer service process. With a good customer service recovery process in place, your company can: Increase the number of loyal customers substantially.

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

Tenfold - Contact Center Blog

JULY 9, 2018

Being in the frontlines, they brave through the challenges that come with delivering great customer experience on a daily basis. According to a 2017 report from Microsoft , 97% of global consumers say customer service impacts brand loyalty and their buying decisions. Customer Retention & Churn Rate.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

ChurnZero

JANUARY 26, 2021

They also provide an opportunity to bring in best practices. Never forget that it’s a value-add for your customers to work with someone with visibility into similar companies working toward the same goals. In 2020, Customer Imperative was acquired by Higher Logic and Jay joined the team as Chief Customer Officer. .

Management 98

Management Chief Customer Officer Upselling SaaS 98

JustCall

NOVEMBER 16, 2022

Involvement of Supervisors Create eLearning call center training focused on the supervisor in which they actively participate and add their observations, knowledge, recurring errors, and best practices to the process of instructing. Customer retention is a key driver of business expansion. billion by 2026.

Call Center 52

Call Center Consulting Consulting Education 52

Netomi

FEBRUARY 28, 2022

It’s a simple yet effective way to retain customers in a busy world.”. Irit Eizips – Chief Customer Officer & CEO, CSM Practice. “This is a mission I am passionate about and I’m looking forward to helping Udacity’s customers progress along their digital transformation journeys.”

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

NICE inContact

SEPTEMBER 18, 2018

If it’s the latter, you’re likely shortchanging both your customers and your agents. Customers want to be assisted by knowledgeable agents. The stakes are high (and painful) when customers do not have a positive experience. Knowledgeable agents are critical for customer retention and, therefore, the bottom line.

Contact Center 31

Contact Center Real estate Customer retention Surveys 31

Help Scout

JUNE 22, 2021

An NPS Promoter score has a customer lifetime value that’s 600%-1,400% higher than a Detractor. 89% of consumers are more likely to make another purchase after a positive customer service experience. 93% of customers are likely to make repeat purchases with companies who offer excellent customer service. 64% of U.S.

Customer Service 128

Customer Service Personalization Self service Marketing 128

LiveChat

JUNE 23, 2017

The public cloud market alone is expected to be worth more than $100 billion in 2017 , according to Statista. You will learn how to generate and nurture leads as well as some of the best practices in SAAS sales. There’s no single best sales model that would suit every company. Follow These Best Practices for SAAS Sales.

SaaS 38

SaaS Sales Best practices Enterprise 38