TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Totango

OCTOBER 20, 2020

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. This information can, in turn, influence product updates, customized offerings, and internal workflows. The Importance of Measuring Customer Experience. How valued they feel as customers.

Customer Experience 85

Customer Experience Education Customer centricity Metrics 85

ClearAction

NOVEMBER 5, 2017

Customer Experience Vision Silos Dictate Value Lynn Hunsaker. Does your vision for customer experience match your customers’ vision? If yes, then you’re on your way to customer-centricity, and the growth touted by customer experience management. Are they on the same page with you?

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

CSM Magazine

DECEMBER 13, 2023

As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Note that most of these customers were once very loyal to the brands they supported. This highlights a significant issue: neglecting customer service. Recognize and reward exceptional performances.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

ShepHyken

MARCH 5, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer service and the customer experience are at the forefront of conversations about success and excellence in business.

Customer Service 34

Customer Service Metrics Healthcare Upselling 34

Horizon CX

FEBRUARY 29, 2024

While efficiency and productivity are undoubtedly essential, businesses must not forget the importance of treating customers with genuine kindness and respect. Missed Opportunities for Upselling and Cross-Selling: Genuine care and personalized interactions create opportunities to upsell or cross-sell additional products or services.

Morale 52

Morale Customer centricity Upselling Feedback 52

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects.

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

CustomerSuccessBox

SEPTEMBER 20, 2021

Lincoln Murphy is a leading customer success consultant, keynote speaker, and author. He posts regularly on customer success, customer experience, and customer-centricity and is a Growth Consultant focused on Customer-centric Growth. Recommended read: Top traits of a Customer Success leader.

SaaS 64

SaaS Customer centricity B2B Best practices 64

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. In the future, you may be able to offer them an upsell.

Customer centricity 101

Customer centricity B2C Enterprise Upselling 101

JivoChat

AUGUST 18, 2021

Businesses that seek to improve customer experience (CX) are poised for success. This kind of customer-centric mentality can drive new business, boost customer retention rates, and create new benchmarks for goals. Customer experience comes into play along each step of the customer journey.

Customer Experience 52

Customer Experience Chatbots Customer retention Feedback 52

CSM Magazine

APRIL 1, 2022

How can demand planning increase customer satisfaction? Customer satisfaction is always the top priority for any business and demand planning can give the customer experience a boost in a number of ways. Supply will respond more accurately to real-time customer demand rather than the result of an informed estimate.

Customer Experience 52

Customer Experience Analytics Finance APIs 52

Totango

JUNE 1, 2021

The reality of the unique relationship you share with your customers is captured in the data your customer success software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. It all starts with knowing how to gather customer insights and properly leverage that data.

Enterprise 69

Enterprise Upselling Metrics Accountability 69

Totango

SEPTEMBER 13, 2022

Success playbooks can help you: Take a proactive approach to customer experience rather than reacting to support issues. Plan, analyze, and understand your customer lifecycle. Set well-defined goals leading to desired outcomes for each stage of your customer journey. Track metrics measuring customer success.

SaaS 87

SaaS Upselling Best practices Customer retention 87

ChurnZero

DECEMBER 9, 2020

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. You can see this is the case by taking a look at the Google search trends for “Customer Success” and “Customer Experience” over time.

Consulting 98

Consulting Consulting Best practices Upselling 98

Nicereply

FEBRUARY 2, 2024

Customer success is central to the success of a business. The more customers experience success with your product, the more they’ll use it and recommend it to others. Customer success has become a key priority for businesses lately because of the intense competition in most industries. What is Customer Success?

Education 59

Education Accountability Customer retention Journey mapping 59

Playvox

SEPTEMBER 30, 2022

Your Customer Service Team Matters. Lilith Antunovic , customer experience manager at Rentman , found herself experiencing this issue throughout her career — so she set out to change the view of customer service teams within the community. Your team also builds revenue through cross-selling and upselling.

Customer Support 67

Customer Support Contact Center Upselling Customer centricity 67

CSM Magazine

MAY 16, 2023

More businesses are recognising the value of outstanding customer service. In fact, 88% of companies now prioritise customer experience in their contact centres. In fact, it is so important that organisations are willing to pay up to 30% more for a better customer experience.

B2B 52

B2B Customer Support outsourcing Customer centricity 52

Win the Customer

JANUARY 20, 2020

This article will look at why a business should integrate live chat as well as AI to their eCommerce business as well as how to integrate them correctly to your eCommerce business. This also results in building more opportunities for upselling and cross-selling. The eCommerce boom has resulted in lots of competition.

Chatbots 159

Chatbots Feedback Surveys Sales 159

Totango

OCTOBER 6, 2020

To help further your understanding of these important differences, this article will breakdown the customer success vs. customer support dynamic and outline how prioritizing a proactive approach towards client relations can empower you to prevent churn, create value, increase the likelihood of renewal, and encourage upsells/cross-sells.

Customer Support 106

Customer Support Customer advocacy Construction Enterprise 106

Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. But, too often, customer data is locked in silos.

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

Global Response

FEBRUARY 26, 2024

And by increasing customer retention by a mere 5%, companies raise their profits between 25% and 95%. Improving your customer service sets your company apart from competitors and improves your bottom line. Understanding customer service excellence The first step is to truly understand what makes excellent customer service.

Call Center 62

Call Center Customer Service outsourcing CRM 62

Totango

OCTOBER 20, 2022

At other companies, CS managers may be assigned to follow up on sales during the customer onboarding phase. Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. What Makes a Good Customer Success Manager? Persuasion Skills.

Management 91

Management Upselling Coaching Best practices 91

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. In This Article: Why do you need Customer Experience Management?

Customer Experience 176

Customer Experience Customer centricity Metrics Feedback 176

Playvox

APRIL 27, 2023

Great customer experience means meeting customers where they are, making it important to expand your channel offering. It’s important to take a thoughtful approach to adding new channels to ensure you are delivering a consistent, good experience with every interaction. This is a trend worth prioritizing.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Totango

JULY 24, 2020

Rather than—or along with—increasing your revenue base by pursuing new customers, you encourage current customers to expand their license agreement, purchase additional features, renew at a higher rate, or extend the use of your platform across their enterprise. 6 Ways to Drive Client Expansion.

B2B 62

B2B Enterprise Best practices Upselling 62

Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. This shows the tangible, bottom-line benefits of listening to your customers.

Surveys 83

Surveys Feedback Banking Best practices 83

ChurnZero

JANUARY 25, 2024

CS teams are increasingly involved in the entire customer journey, not only shaping the customer experience but directly influencing revenue outcomes through renewals, upsells, and cross-selling. This means that sales acumen is no longer just a bonus for CS professionals—it’s a new baseline for many companies.

Education 52

Education Upselling Consulting Consulting 52

TechSee

MAY 29, 2018

With clear ROI demonstrated almost immediately upon implementation, C-level decision-makers and call center management have turned to visual engagement as an important stepping stone on their journey towards providing a digital customer-centric experience. Higher agent engagement. Enhanced agent knowledge.

Contact Center 95

Contact Center Call Center Best practices Customer centricity 95

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

ShepHyken

SEPTEMBER 7, 2023

This week, we feature an article by Devin Pickell, Growth Marketing practitioner and head publisher of Do I Need SEO. He writes about designing a compelling customer experience process and training your team to implement it. Regularly update training materials based on customer feedback.

Customer centricity 338

Customer centricity B2C Feedback Upselling 338

aircall

DECEMBER 9, 2016

A 5% increase in customer retention can signify an increase of profit up to 95%. And moreover, studies have shown that the customer experience affects a shopper’s decision more than price. This article will look into just how to do that, from a specifically ebusiness perspective. ” Steve Jobs. Never stop evolving.

Customer centricity 81

Customer centricity Customer retention Upselling Customer effort 81

CSM Magazine

JULY 22, 2021

Richardson’s definition, while revolutionary for its day, has become commonplace in today’s customer-centric world and has made the move from residing purely on the side of B2C to encompassing the B2B sphere too. Gone are the days of static one-sided advertising that speaks at the customer.

Advertising 98

Advertising SaaS B2C Engineering 98

CustomerSuccessBox

DECEMBER 9, 2021

This article aims to compile the key Customer Success KPIs we have to look out for in our Customer Success journey in 2022. Customer Success is not just about those retention rates, it is about creating a customer-centric business. Check your calendars, 2022 is just around the corner! 5) Expansion MRR.

SaaS 52

SaaS Benchmark Customer advocacy Upselling 52

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. Diving Deep into Call Centers Customer Interaction analytics serves as the heartbeat of modern call centers.

Analytics 98

Analytics Call Center Scripts Contact center software 98

CSM Magazine

OCTOBER 12, 2022

It is critical for customer satisfaction and long-term loyalty that agents feel confident in delivering the most relevant service experience at any given moment. One of the most efficient ways to improve the customer experience is to empower contact centre agents as brand guardians. About the Author. About Calabrio.

Coaching 52

Coaching Upselling Analytics Customer centricity 52

CSM Magazine

MARCH 16, 2023

This means applying Machine Learning (ML) to call transcripts to automatically find the ‘needles’ or key topics and library of associated phrases that really matter such as those relating to churn risk, compliance or upsell. Create Conversational Clarity The average organisation analyses just 2% of customer interactions.

Analytics 52

Analytics Coaching Finance Upselling 52

CX Journey

DECEMBER 7, 2016

However, when we began buttoning up the customer experience around the forthcoming changes, we realized we’d only hit the tip of the iceberg. Product didn’t trust the current upsell/cross-sell machinations for the new stuff. Product didn’t trust the current upsell/cross-sell machinations for the new stuff.

Upselling 64

Upselling Customer centricity Feedback Customer Experience 64