Beyond Philosophy

FEBRUARY 5, 2015

Committing to customer experience: applying the concepts. Building and running a customer experience program. Employee engagement and ambassadorship: linking to customer behavior. Customer advocacy and brand bonding measurement. Behavioral economics and customer experience.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

CustomerSuccessBox

SEPTEMBER 30, 2021

Takeaway: Learn the right strategy and approach to Onboarding customers remotely. Link: Onboarding Customers Remotely. Webinar 2 – How to do Churn analysis. Why Attend: Churn is not just a Customer Success problem. Takeaway: Learn a proven framework to Churn analysis and get a control on your churn.

Customer advocacy 52

Customer advocacy B2B B2C SaaS 52

Beyond Philosophy

MARCH 19, 2015

At best, this conclusion feels like a major s-t-r-e-t-c-h of correlation analysis results. Typically, there is little or no mention/inclusion of ‘customer’ or ‘customer focus’ elements either in measurement or analysis of employee engagement. manager(s), and is there trust and credibility between the levels?

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261

Vcaretec

JUNE 6, 2022

For online retailers, customer service can be a huge differentiator, and a secret weapon for customer advocacy. Ticketing - how are you creating and managing the ticketing process to ensure that the issue is logged correctly, discoverable to the team, kicking off resolution processes, and highly indexable for later analysis?

Best practices 88

Best practices Customer Care Customer advocacy outsourcing 88

Beyond Philosophy

DECEMBER 20, 2017

Having studied drivers of customer advocacy behavior for over a decade, the relationship between engagement and advocacy is marginal and superficial. Now, we come to employee ambassadorship and how it builds on the useful alignment and productivity represented by engagement. Republished with permission from CustomerThink.com.

Employee engagement 171

Employee engagement Customer advocacy Consulting Consulting 171

ClientSuccess

FEBRUARY 15, 2022

During this thirty or forty-five-minute discussion, your team or sales team interview resource should ask questions covering revenue management, customer success and sales collaboration experience, risk mitigation, and customer advocacy. Customer Success + Marketing.

Customer advocacy 81

Customer advocacy Sales Marketing Surveys 81

CustomerSuccessBox

MARCH 17, 2022

Churn Analysis Playbook. Customer churn isn’t solely a Customer Success issue. It affects the product, service, pricing, utilization, customer success, customer experience, and the solution you provide, among other things. Pro tip : Churn Analysis Framework. Customer Advocacy Playbook.

Customer advocacy 52

Customer advocacy Upselling SaaS B2B 52

Beyond Philosophy

AUGUST 30, 2016

35 years ago, Deming said “Profit in business comes from repeat customers, customers that boast about your product and service, and that bring friends with them”, he was talking about what, for the past decade, we have understood, and effectively measured and applied, as customer advocacy behavior.

B2C 150

B2C B2B Customer advocacy Consulting 150

Beyond Philosophy

MAY 17, 2016

Many of these differences were in relationship and communication areas, essential in leveraging customer advocacy. So, recommended prescriptives: Research Field Design – When you are conducting experience research among customers, make certain to include at least one cross-sectional cell of employees.

Customer advocacy 186

Customer advocacy Consulting Consulting Sales 186

Beyond Philosophy

NOVEMBER 28, 2017

At the peak of the Hierarchy pyramid is a set of 2 emotions – Happy and Pleased – defined as the Advocacy Cluster. For my key example of practical creation of customer advocacy, I’m reprising material on my exposure to lagniappe, and what it can do for any company, irrespective of size, industry, or location.

B2C 208

B2C Banking B2B Customer advocacy 208

ChurnZero

DECEMBER 2, 2021

It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. Amy explaining the concept of a force field analysis: “Think about what’s keeping you in your chair. Amy Manning , VP of Customer Success, LawGeex. Be a good (not perfect) example for your Customer Success team. “We

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

Lumoa

FEBRUARY 15, 2021

With the focus on customer advocacy and improving satisfaction, an increasing number of CRM platforms offer the possibility to collect customer feedback. Customer Experience Integration – Endless possibilities As mentioned above, the different types and uses of integrations are nearly limitless.

Customer Experience 94

Customer Experience APIs CRM Feedback 94

Beyond Philosophy

SEPTEMBER 6, 2016

Process-oriented companies focus on creating benefit by keeping customers, optimizing their purchases over time and stemming rates of defection or recovering lost customers. How to Optimize Social Media Customer Service for Millennials. They rarely give enough attention to pre-purchase processes or value creation.

Consulting 186

Consulting Consulting Customer advocacy Sales 186

CX Accelerator

FEBRUARY 12, 2018

Inform customers on how you plan to use the feedback. Also, try using less traditional methods, such as a customer advocacy program or customer advisory board, for example, to elicit feedback. Give a guarantee on how long the survey will take to complete. 4) Tell a complete story with your data.

Feedback 140

Feedback Surveys Customer advocacy Customer effort 140

CustomerSuccessBox

JUNE 13, 2022

Customer intelligence insights aid in the development of a stronger customer retention strategy and the satisfaction of customers. Learn how to supercharge your customer advocacy. Customer Intelligence data can help you gain a better understanding of the market. Churn analysis and prevention.

Customer centricity 52

Customer centricity SaaS Analytics Customer advocacy 52

Nicereply

JANUARY 17, 2024

This simplifies data analysis and ensures consistency. Pro tip : Use this question to assess the overall customer advocacy and identify potential promoters or detractors. .” Use closed-ended questions for quantitative data When collecting quantitative data, opt for closed-ended questions with predefined response choices.

Surveys 59

Surveys Feedback Customer advocacy Customer Service 59

ClearAction

DECEMBER 14, 2017

Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Experiential marketing — events and campaigns that build customer advocacy.

CRM 66

CRM Customer Care Customer Experience Customer advocacy 66

ClearAction

DECEMBER 14, 2017

Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Experiential marketing — events and campaigns that build customer advocacy.

CRM 59

CRM Customer Care Customer Experience Customer advocacy 59

COPC

NOVEMBER 13, 2018

While the research uncovers many intriguing insights, the most powerful propellant for the notion of hugging your haters is this: Answering complaints increases customer advocacy across all customer service channels, and, conversely, not answering complaints decreases customer advocacy across all customer service channels.

Customer advocacy 45

Customer advocacy Feedback Customer Experience Management 45

Customer Guru

APRIL 17, 2018

The relationship a company holds with its customers is more than just about improved ratings and reduced service wait times. Understanding the customer experience requires doing a careful analysis of the interaction of customers at every touchpoint. When the customers are satisfied, the cost of serving them reduces.

Customer Experience 141

Customer Experience Customer advocacy Wait times Marketing 141

Lumoa

APRIL 22, 2020

Closing the Outer Loop Now that you can be assured every customer has the best chance of receiving a timely and effective response, it’s time to interpret the overall feedback trends and analyze the data. This part of the process typically has to be more centralized, perhaps led by the Customer Advocacy Office (CAO).

B2B 83

B2B Surveys Feedback Customer advocacy 83

Nicereply

MAY 26, 2020

Work with data team on CSAT analysis trends. If you’re looking at customer service job postings , you might see a mixture of hard and soft skills listed in the requirements. For example, this technical support posting for DigitalOcean is looking for customer advocacy and communication skills – which are both soft skills.

Customer Service 105

Customer Service Customer advocacy Technical Support Feedback 105

Totango

DECEMBER 3, 2019

The first is preparation, which involves the thoughtful coordination of resources and ways to help the customer reach milestones and their defined business goals. The second is analysis, which means incorporating early warning systems and monitoring changes in customer data and health. . Customer Engagement.

Best practices 71

Best practices Management Customer advocacy Enterprise 71

Toister Performance Solutions

SEPTEMBER 14, 2017

For example, Palo Alto Software recently decided to focus on customer retention. In an interview with Celeste Peterson, a Customer Advocacy Supervisor, she described two key retention drivers her team identified: Customers logged in to the software more than once in the first week they signed up.

Customer advocacy 51

Customer advocacy Customer retention Surveys Accountability 51

Strikedeck

NOVEMBER 24, 2020

This alignment involves strategic thinking, quantitative analysis, and a line of sight in improving the customer’s bottom line. Vincent Manlapaz, in an interview with Jon Triggs talks about how CS has grown in alignment with sales, product, marketing, and engineering teams.

Engineering 59

Engineering Sales Marketing Customer advocacy 59

SmartKarrot

AUGUST 4, 2022

Use quantitative and qualitative analysis to drive operational excellence by elevating user experience to ensure adoption and retention. Collaborate interdepartmentally to ensure the voice of customer is evangelized and user experience and product enhancements are continuously improved. Assist with all onboarding of clients.

Customer advocacy 19

Customer advocacy Accountability Customer centricity Education 19

OctopusTech

JULY 21, 2023

An effective CDM helps in increasing customer satisfaction and engagement rate as by leveraging this data, companies can modify their goods and services to meet all individual customer expectations. This helps to boost customer advocacy and loyalty by strengthening the bond with them.

Best practices 62

Best practices Management Upselling Sales 62

Customer Guru

AUGUST 21, 2018

Peter Lavers is Director at WCL Customer Management Ltd, the specialist arm of WCL helping organizations improve customer relations and engagement. He is one of the world’s most influential customer experience and relationship marketing professionals. He has expertise in journey mapping, customer strategy, and market analysis.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

SmartKarrot

DECEMBER 2, 2022

Data-driven, particularly when performing analysis of system use. Proactively provide feedback to product management on opportunities to improve the solution based on your customer insights. The post Dec 02 – Customer Success Jobs appeared first on SmartKarrot l Comprehensive Customer Success. Apply here: [link].

Customer advocacy 19

Customer advocacy Upselling Accountability Coaching 19

aircall

JUNE 30, 2021

Many customers also prefer reaching out to companies via social media channels. In fact, answering a complaint posted online can increase customer advocacy by as much as 25%. On the other hand, failing to address a complaint on social media can decrease customer advocacy by as much as 50%.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

Amity

JULY 4, 2017

Similarly, a promoter is literally telling you that they get so much value out of your service that they would recommend you – this warrants looking into putting that customer through your customer advocacy playbook. Gather feedback at key points of the customer journey to give more context and meaning to your NPS score.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

SmartKarrot

JULY 28, 2022

Use quantitative and qualitative analysis to drive operational excellence by elevating user experience to ensure adoption and retention. Collaborate interdepartmentally to ensure the voice of customer is evangelized and user experience and product enhancements are continuously improved.

Customer advocacy 19

Customer advocacy Customer centricity Metrics Education 19

JustCall

APRIL 5, 2023

What is customer success software, and why use it? This includes collating information from surveys, marketing initiatives, and/or team interactions, etc.

Management 52

Management CRM Analytics Customer retention 52

SmartKarrot

FEBRUARY 21, 2022

Apply here: [link] Role: Customer Success Manager Location: London, England, United Kingdom Organization: Coralogix As a Customer Success Manager, you will understand customers’ technical requirements and business goals to consistently deliver value.

Customer advocacy 19

Customer advocacy Government Upselling Coaching 19

CSM Magazine

OCTOBER 26, 2016

Seek out data from a variety of sources at the most granular level; for example, activity tracked by the Internet of Things, real-time interactions with your own Web and e-commerce sites, social media, and online communities such as customer advocacy councils. Link your company’s customer strategy to its overall identity.

Brand ambassadors 66

Brand ambassadors Customer advocacy Consulting Consulting 66

SmartKarrot

DECEMBER 3, 2021

Apply here: [link] Role: Senior Customer Success Manager Location: London, England, United Kingdom (On-site) Organization: RELEX Solutions As a Customer Success Manager, you will be owning and maintaining customer relationships on a strategical level with decision-makers. Apply here: [link].

Customer advocacy 19

Customer advocacy Technical Support Education Finance 19

SmartKarrot

NOVEMBER 15, 2021

Apply here: [link] Role: Customer Success Manager Location: Remote, Houston, TX, US Organization: SpaceQuant As a Customer Success Manager, you will stay up to date with current and prospective customers. Perform analysis of real estate properties for customers utilizing the industry-leading technology.

Real estate 19

Real estate Inbound sales Upselling Customer advocacy 19