ShepHyken

AUGUST 31, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. It leads to the creation of a holistic customer experience in which every level of your sales funnel is optimized to meet customer needs and expectations.

Journey mapping 320

Journey mapping Upselling CRM Feedback 320

TeleDirect

JULY 1, 2021

Accountable care organizations (ACOs) are the critical link between Medicare patients, providers, and payers. and behind-the-scenes optimization strategies (patient surveys, feedback mechanisms, etc.). and behind-the-scenes optimization strategies (patient surveys, feedback mechanisms, etc.). Why ACOs Need Call Centers.

Accountability 71

Accountability Call Center Healthcare Business Process Outsourcing 71

ChurnZero

DECEMBER 7, 2023

With nearly 50% of their capacity spent on smaller accounts that accounted for around 10% of revenue, Smokeball ’s onboarding team felt overworked, and struggled to drive the most value during the onboarding process. Onboarding Hero: Smokeball Guiding customers to success at scale with smart, digital playbooks. says Kevin.

Accountability 52

Accountability Upselling Sales Marketing 52

ClientSuccess

OCTOBER 18, 2022

Managing customer accounts is no longer contained to spearheading implementation and being on call to help customers through issues. Here are four steps to ensure you and your CSM team nail your strategic customer meetings: Be prepared for anything. Before the meeting, provide an agenda to all participants to keep everyone on track.

Best practices 72

Best practices Upselling Coaching Accountability 72

AWS Machine Learning

OCTOBER 5, 2022

So much exposure naturally brings added risks like account takeover (ATO). Each year, bad actors compromise billions of accounts through stolen credentials, phishing, social engineering, and multiple forms of ATO. To put it into perspective: account takeover fraud increased by 90% to an estimated $11.4 Overview of solution.

Accountability 70

Accountability APIs Metrics Engineering 70

Nicereply

DECEMBER 21, 2021

Maximize the value of using Nicereply day-to-day and learn how to manage customer feedback! If you work as a Customer Support Manager, working with feedback is a huge part of your to-do list. Let’s look at the best practices of how to manage customer feedback. Negative feedback shouldn’t be ignored. How to do it?

Best practices 98

Best practices Feedback Management Surveys 98

CCNG

JULY 12, 2023

It may not surprise you that the next day I got a survey, they wanted my feedback! They already know my feedback, they already know I missed my connection. Are companies better at meeting customer expectations because of these surveys? The airport wants a survey from you on your bathroom experience. Most consumers say No.

CCNG 195

CCNG Airlines Surveys Feedback 195

Hello Customer

JUNE 1, 2021

After launch, companies should capture feedback to know whether they made the right choices. Imagine that a bank has a customer which hasn’t used his bank account for years, but still pays for it. Secondly, your customer experts can help you tailor your product to meet the needs of average consumers. Get in touch!

Marketing 98

Marketing Customer centricity Banking Feedback 98

CustomerSuccessBox

JULY 11, 2022

Especially, with a big account churn. How you handle, communicate with, and learn from account churn—user offboarding—is as crucial especially when the churned customer is a major account. The route includes account churn. There are many different causes of account churn. What is offboarding?

Accountability 52

Accountability Feedback Surveys SaaS 52

delighted

APRIL 19, 2023

Online survey distribution methods (think email, link, and website surveys) get great response rates and garner high-quality feedback for two reasons: they’re user-friendly and timed to catch folks while their experience is still fresh. QR code surveys fill that niche for real-world feedback. Why create a QR code survey?

Surveys 88

Surveys Feedback Best practices Marketing 88

Spearline

APRIL 1, 2021

Poor audio quality can be a large inconvenience during virtual meetings, especially when everyone is remote working. Make an effort to keep your meetings in a quiet environment. Try to avoid joining a meeting from your vehicle. To avoid feedback, don't rely on your computer’s iffy built-in microphone and speakers.

Entertainment 80

Entertainment Telecommunications Accountability Feedback 80

Satrix Solutions

JUNE 25, 2020

A lack of clear customer expectations for new accounts should be a top concern for your organization as it can impact time-to-value and place negative tones on the engagement, the customer relationship, your reputation, and ultimately, employee morale. The post How Do You Meet New Customer Expectations? Related Posts.

Morale 78

Morale Surveys Sales Customer retention 78

CustomerSuccessBox

JANUARY 19, 2022

What is an account transition? An ‘ account transition’ is the process by which an existing or a new customer account is transitioned from one member of the Customer Success team to another. So, an effective account transition is important in such situations. 6 ways to do an effective account transition.

Accountability 52

Accountability Feedback Management Customer Experience 52

delighted

NOVEMBER 10, 2021

Easily see localized feedback on the Delighted Dashboard. Translating your survey has immediate benefits – you’ll be reaching your audience on their terms, opening the door to feedback collection from your entire audience, instead of just the English-speaking subset. Take formatting into account. Check with a back-translation.

Surveys 84

Surveys Feedback Benchmark Metrics 84

CSM Magazine

APRIL 1, 2021

Notwithstanding your high level of proficiency in accounting, poor customer service all too often becomes an issue for clients. Today’s customers are looking for personalized service and that’s not an easy need to fulfil when you are busy working on the accounts. Get Feedback. Be a Great CPA. Check Correspondence.

Accountability 52

Accountability Customer Service Feedback Self service 52

ShepHyken

DECEMBER 3, 2021

Through a variety of surveys and feedback forums, XGS realized that we had some work to do to create an internal culture that drove employee engagement and satisfaction. Net Promoter Score (NPS) — Establishing baseline ratings and gathering key customer feedback . Happy Enabled Employees = Happy Customers.

Customer Experience 344

Customer Experience Transportation Feedback Metrics 344

ShepHyken

FEBRUARY 5, 2021

It is highly probable that negative feedback your business receives from a customer will be directed at a particular agent or employee. In these situations, it may also be helpful to gather other agents and employees to talk about how you should go about handling the negative feedback. Summary: Accountability and Communication.

Customer Experience 246

Customer Experience B2B Accountability Feedback 246

Nicereply

FEBRUARY 13, 2023

Support is the frontline for every company, which means they’re usually the first to hear about issues, feedback, and overall sentiment. As a support manager , you get to meet many of these different types of customers, both directly and indirectly. Customer support teams interact with a lot of customers. Others, not so much.

Management 52

Management Best practices CRM Coaching 52

GetFeedback

NOVEMBER 20, 2019

That’s why collecting customer feedback is more important than ever. . Collecting feedback allows you to know what your customers think about your brand, your service, and your product; going beyond their simple likes and dislikes and helping you understand and evaluate where you can improve and where you stand among your competition. .

Feedback 113

Feedback Chatbots Surveys Customer centricity 113

Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Customer Success vs Account Management: How are They Different? Keeping Customer Goals in Mind.

Accountability 71

Accountability Management Upselling Enterprise 71

ShepHyken

JUNE 8, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. Sage is a global software company that provides accounting, payroll, and payment solutions for businesses of all sizes.

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

CSM Practice

FEBRUARY 1, 2021

The kickoff meeting is usually the first live interaction Customer Success has with a new customer. Doesn’t it make sense that for the customer to agree to the purchase, the account executive must have already collected this information and sold the customer on how your company’s solution will address their needs? Next steps.

Technical Support 76

Technical Support Sales Metrics SaaS 76

Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Customer Success vs Account Management: How are They Different? Keeping Customer Goals in Mind.

Accountability 63

Accountability Management Upselling Enterprise 63

SharpenCX

JULY 29, 2020

A study by Soapbox found that 72% of managers think employee meetings are the most, or one of the most important things they do to manage the performance of their teams. While employee meetings (like your one-on-ones) are incredibly valuable to managers, when not done right they diminish the value your agents bring back to their seats.

Accountability 67

Accountability Feedback Management Employee engagement 67

ChurnZero

APRIL 14, 2020

But first, let’s talk about customer feedback. What is customer feedback? At its core, customer feedback is the information you receive from casual customers and loyal brand evangelists alike. In this article, we’ll explore why listening to both positive and negative customer feedback is important for your company’s growth. .

Feedback 81

Feedback Brand ambassadors Advertising Marketing 81

Vcaretec

JULY 16, 2020

Clients' feedback is the information, input, issues, and even complaints received from your customers and community. All the feedback received, either positive or negative, can be used to bring about constructive change in your business. You will be able to meet your clientele needs by giving them what suits them.

Feedback 52

Feedback outsourcing Construction Call Center 52

Hello Customer

JUNE 30, 2022

So, why should your customer feedback process not be seamless and unified? You can integrate the Hello Customer platform with any of your existing systems, to combine customer feedback with other customer data, or trigger surveys automatically after an interaction. Why should you integrate your systems with Hello Customer?

Feedback 52

Feedback APIs CRM Surveys 52

Hello Customer

JUNE 30, 2022

So, why should your customer feedback process not be seamless and unified? You can integrate the Hello Customer platform with any of your existing systems, to combine customer feedback with other customer data, or trigger surveys automatically after an interaction. Why should you integrate your systems with Hello Customer?

Feedback 52

Feedback APIs CRM Surveys 52

CSM Magazine

MAY 10, 2024

Financial entities must not only meet but strive to exceed the standards that customers anticipate. Customers no longer rely solely on physical branches and are increasingly turning to digital channels like mobile banking apps, online platforms, and even social media for real-time access to their accounts and financial advice.

Banking 52

Banking Customer centricity Feedback Surveys 52

Nicereply

FEBRUARY 27, 2020

As these support team meetings iterate, often they begin to lose their focus and become more about showing up, than about knowledge share and action. Meetings are necessary for a well-functioning support team. Considering a median salary of $50,000 for customer support, a 1 hour-long meeting for a team of 10 people costs $240.

Construction 64

Construction Customer Support Feedback Technology 64

ChurnZero

JUNE 25, 2021

Customer Success is an emerging industry, and so it’s understandable that there’s some confusion around how it differs from the longer-standing functions of Customer Support, Account Management, and Professional Services. Customer Success vs. Account Management. Account Management. Customer Support is reactive and round-robin.

Accountability 52

Accountability Customer Support Management Consulting 52

Lumoa

APRIL 28, 2024

They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting. Medallia is known for its robust analytics and reporting capabilities, providing in-depth insights into customer feedback and trends. That’s where customer experience platforms come in.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Amity

AUGUST 30, 2018

Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success. This would be a short-sighted move since Customer Success and Account Management are distinguished by more than just a naming convention.

Accountability 67

Accountability Management Upselling Customer centricity 67

TeamSupport

AUGUST 17, 2020

We have to be accountable to our customers. As a result, we want our customers to then feel empowered to give us the feedback and suggestions to help us be better and continue to develop products from a customer-centric point of view. We have to empower our employees.

B2B 59

B2B Customer centricity SaaS Marketing 59

Nicereply

DECEMBER 17, 2019

Your seemingly happy and productive team is disengaged, signaling they don’t feel anyone is listening to their valuable feedback. Drive High Engagement Team Feedback With a Three-Point Strategy. Now you just need to apply a similar approach to gathering employee feedback. Build Rapport With Focused One-on-One Meetings.

Feedback 52

Feedback Benchmark Employee engagement Surveys 52

CSM Magazine

OCTOBER 1, 2019

Meaningful meetings are possible, desirable, and should be the aim of every executive. But many people say meaningful meetings is an oxymoron, and they have a point. Research shows consistently that most meetings waste time and cost significant sums. Some studies show over 75% of meetings waste time. Targeted invitees.

Consulting 40

Consulting Consulting Morale Personalization 40

CSM Practice

FEBRUARY 1, 2021

The kickoff meeting is usually the first live interaction Customer Success has with a new customer. Doesn’t it make sense that for the customer to agree to the purchase, the account executive must have already collected this information and sold the customer on how your company’s solution will address their needs? Next steps.

Technical Support 40

Technical Support Sales Metrics SaaS 40