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. Read Shep’s latest Forbes article: Do You Know What The VERY BEST Customer Service Is? It discusses customer experience gaps that hinder profitability and how to close them.

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

GetFeedback

AUGUST 30, 2019

That’s where surveys come in. . Today’s technology makes it easy for businesses to design , create and distribute customer surveys. This post will cover three ways that surveys can be used to help you drum up more leads for your business at different stages of the customer journey. . How to use surveys to engage your audience.

Surveys 110

Surveys Entertainment Benchmark Upselling 110

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. In fact, you’ll find many articles dance around this question. Heck, we’re still learning. 73% of U.S.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

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. In This Article: Why You Need a Customer Experience (CX) Platform Platform Overview Which Platform Fits Your Needs? Lumoa turns the traditional approach upside down.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Totango

APRIL 5, 2022

NPS software helps you conduct NPS surveys, analyze their results, and put the information to use. It can make your NPS surveys more efficient by performing a number of functions, such as: Segmenting your respondents based on criteria you select so you can zero in on a particular part of your customer base. Branding your survey.

Upselling 102

Upselling Surveys Analytics Customer retention 102

ShepHyken

JANUARY 14, 2022

This week we feature an article by Todd Zerbe Senior Vice President of Engineering at Avaya. This can be achieved in a few ways including post-call surveys, social listening, assessing NPS scores, feedback management, and reputation management. Think about your most recent customer experience.

Banking 177

Banking Engineering Upselling Interactive Voice Response 177

Lumoa

APRIL 4, 2023

In this article, we’ll share five components of a customer engagement strategy. In This Article: What Is a Customer Engagement Strategy? Gather and Analyze Feedback Wrapping Up What Is a Customer Engagement Strategy? And without feedback, you won’t be able to improve, which stunts growth and customer loyalty.

Upselling 83

Upselling Feedback Personalization Chatbots 83

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. In This Article: Why do you need Customer Experience Management?

Customer Experience 176

Customer Experience Customer centricity Metrics Feedback 176

CSM Magazine

DECEMBER 13, 2023

In this article, we will delve into actionable steps to identify and rectify these infamous customer service gaps. There are several ways you can bridge this gap: Conduct surveys, gather feedback, or analyze their reviews. Create a system that collects feedback regularly. Recognize and reward exceptional performances.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. upselling to the most loyal customers) Process changes (e.g.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Totango

NOVEMBER 23, 2021

This, in turn, makes it difficult to intervene with customers who are at risk of churn, as well as challenging to spot upsell opportunities. You’re Having Challenges Collecting Customer Feedback. Customer feedback provides another important indicator of satisfaction and can offer an early warning of customers at risk of churn.

Upselling 92

Upselling CRM Revenue potential Feedback 92

Totango

AUGUST 16, 2022

Other types of apps that may support customer retention include software for dunning management, collecting user feedback, tracking customer loyalty and analyzing client behavior. Identifying customers in the market for upsell offers and referral invitations. Customer Feedback: Qualroo. Reminding customers of renewal deadlines.

Customer retention 100

Customer retention Upselling CRM SaaS 100

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. eDigital surveyed in 2013, where 73% of people surveyed said that they preferred live chat to use email, SMS, social media, the phone, and so on.

Chatbots 159

Chatbots Feedback Surveys Sales 159

ShepHyken

JULY 31, 2020

This week we feature an article by Ashwini Dave , a digital marketing expert at Acquire. InVision, the world’s foremost CX designer, can vouch for this as it used NPS surveys to keep a pulse on customer sentiment and pinpoint the areas where they could improve their platform. Exploit AI-Powered Tools to Automate Common Queries.

Customer Experience 274

Customer Experience Customer Service Chatbots Upselling 274

Totango

JULY 19, 2021

You’ll see how valuable these skills are when your customer success team drives retention, lowers churn, and collects customer feedback. Not only will your customer success team solve customers’ problems, but they will also help customers have a voice within your company by sharing and acting on their feedback. Onboarding.

Upselling 123

Upselling Feedback Surveys Customer advocacy 123

Totango

DECEMBER 29, 2021

This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. Another important source of data is customer satisfaction surveys. This promotes higher customer satisfaction, leading to more retention and upsell revenue for your business.

Customer centricity 98

Customer centricity SaaS Upselling Metrics 98

Nicereply

NOVEMBER 21, 2022

That’s why in this article, we are going to focus on showing you how to retain your customers with the help of a few effective tools and solutions. By constantly checking your customers’ health scores , you will be able to spot upsell and cross-sell opportunities and offer your clients the best solutions for their businesses.

Customer retention 98

Customer retention SaaS Upselling Analytics 98

Horizon CX

FEBRUARY 29, 2024

This article explores the implications of perfunctory customer service and the significance of infusing genuine care into customer interactions and examines how businesses can go the extra mile to make customers feel valued and appreciated. This can lead to higher turnover rates, decreased productivity, and a negative cycle of poor service.

Morale 52

Morale Customer centricity Upselling Feedback 52

Nicereply

JANUARY 11, 2022

There are a lot of ways to help customers proactively, including educational webinars, in-app notifications, knowledge base articles, and more. In this article, we’ll focus on reach-out email templates for proactive customer service. They are also more receptive to upselling and suggestions. Add a Survey.

Customer Service 98

Customer Service Surveys Feedback Upselling 98

PeopleMetrics

MAY 16, 2018

To comply with ISO 9001, thus do business in your industry, you are required to run an annual customer satisfaction survey. Many companies will conduct an annual survey just to “check the box” around ISO 9001 certification. We call this process “ closed loop feedback management.” Utilize CEM software.

Surveys 48

Surveys Customer Experience Finance APIs 48

Education Services Group

OCTOBER 31, 2023

Written by Colby Bock There are many posts and articles published by leaders in Customer Success that articulate an attempt to guide current and aspiring Customer Success Managers on their role. Feedback Empowerment : Create a hub for product feedback, feature requests, and timely responses on defects. Answers are critical.

Best practices 52

Best practices Finance Upselling Customer retention 52

Fonolo

JULY 5, 2023

How they approach upselling opportunities Upselling is something that all your customer-facing employees should be doing — not just sales. We have much more detailed information about surveying later in this blog. Then, look for opportunities in your customer journey to ask simple questions that give you contextual feedback.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Lumoa

MARCH 12, 2023

But customer feedback and insights are often the least accessible information in a business. Companies rarely have processes in place to regularly collect feedback. In This Article: What is a customer experience platform? Feedback from all of these sources is gathered in one place. The result?

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83

Global Response

FEBRUARY 26, 2024

In this article, we’ll look at some simple and effective ways to boost your customer service—and explore how a call center can help. Integrate technology to easily collect customer feedback through surveys, feedback forms, and social listening tools. What do your customers think about your company?

Call Center 62

Call Center Customer Service outsourcing CRM 62

Totango

SEPTEMBER 20, 2022

Offering customized upsells geared toward customer needs and product usage patterns. Higher retention creates more opportunities for upsells and referrals, increasing revenue. Likewise, better customer outcomes promote more sales from customer renewals, upsells, and referrals. Incorporating feedback.

B2B 83

B2B SaaS Education Brand ambassadors 83

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 97

Best practices Surveys Upselling Journey mapping 97

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 96

Best practices Surveys Upselling Journey mapping 96

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 94

Best practices Surveys Upselling Journey mapping 94

Totango

AUGUST 11, 2022

In this article, we’ll show you how to build client relationships digitally with your SaaS customers. Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Upsell purchases.

SaaS 106

SaaS Journey mapping B2B Feedback 106

Totango

JUNE 4, 2021

Or if a customer has not used an important feature yet, you can remind them about it with in-product messaging or by providing an NPS survey. Spark’s Upsell and Expand Customers module can help you deploy this strategy by automatically detecting upsell opportunities and extending relevant offers. Ask for Customer Feedback.

B2C 62

B2C Upselling Journey mapping B2B 62

Totango

AUGUST 14, 2020

Lucid bridges the gap between global questions and human answers by connecting buyers and sellers in one central location for survey sample groups. Audience: When it comes to relaying feedback to internal stakeholders, what tools do you use to collect customer feedback, share it internally, and present it in a clear way?

Accountability 156

Accountability Feedback Sales Upselling 156

Babelforce

JUNE 17, 2021

6 Kinds of outbound service you could offer today Customer onboarding Proactive customer service Virtual queuing Customer feedback Customer retention automation Access-for-all services Your free guide to contact center automation. 4 Gathering customer feedback. You should also consider using outbound calls for surveys and feedback.

Call Center 97

Call Center Customer retention Contact Center voip 97

Totango

MAY 6, 2022

Customer satisfaction : What kind of feedback are customers giving through metrics such as NPS and CSAT survey scores? You should consider pursuing value-adding engagements, such as offering upsells or inviting referrals. Customer sentiment : How do customers feel when interacting with your brand and product?

Best practices 117

Best practices Metrics Upselling Journey mapping 117

OctopusTech

MARCH 28, 2022

CSMs are mainly responsible for building customer loyalty, maintaining long-term relationships with customers, upselling new product features to existing customers, and ensuring that their customers get the overall satisfaction from purchasing your product. Conduct a survey at each stage in the customer’s life cycle.

Feedback 62

Feedback Surveys Upselling outsourcing 62

CustomerSuccessBox

MAY 9, 2022

The pros (new customer ARR, upsells) and cons (no new customer ARR, no upsells) should be highlighted on this Customer Success dashboard (downgrades and churn). We’ll go over the high-level Customer Success KPIs you’ll need on your dashboard to receive fast insights in this article. 360 Customer Success Dashboard.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

Totango

AUGUST 12, 2020

As customer lifetime value is now spread out over years of renewals and upsells, customer retention and customer success efforts must be seen as a shared value across the enterprise. The customer should also have a place to share feedback. Get the Whole Enterprise Involved. Assess Results.

SaaS 87

SaaS Upselling Enterprise Best practices 87

Nicereply

MAY 16, 2023

A resource email template can include links to tutorial videos, articles, and frequently asked questions. Your signature] Here’s an example from Restream: Upsell Email Template When it comes to growing your business , cross-selling and upselling to existing customers can be a great strategy.

Upselling 52

Upselling Feedback Best practices Personalization 52