Totango

MARCH 21, 2023

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Organize your communication channels Nick Chang recognizes that it can be challenging to build a customer-centric framework. Don’t forget to make your feedback scalable.

Journey mapping 80

Journey mapping Benchmark Metrics Surveys 80

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 107

B2B Customer Experience B2C SaaS 107

inmoment

APRIL 30, 2020

To many customer experience (CX) practitioners, closing the loop refers solely to solving individual customer problems and making it clear that those concerns have not only been heard, but also addressed. There are actually two loops that organizations need to close. Taking The Loop Company-Wide.

Customer centricity 69

Customer centricity Feedback Employee engagement Customer Experience 69

GetFeedback

NOVEMBER 19, 2018

The value of loyal customers can’t be overestimated—they trust your business, make more purchases, and act as brand advocates. Although there are newer versions of the conversion funnel that track the Retention stage at the end, there’s an even better method of measuring and maintaining customer retention: the loyalty loop.

Customer retention 88

Customer retention Surveys Feedback Customer effort 88

Lumoa

AUGUST 18, 2022

” – a never-ending question asked to a customer in multiple ways and various forms. Somehow, it feels like it’s a DeJa’Vu moment happening daily because as what every company tells its customers, “Your opinion matters” or “You are important to us”. I mean, we get it. I mean, we get it. Undefined goals.

Surveys 83

Surveys Journey mapping Feedback Customer centricity 83

Quiq

JULY 22, 2022

How do you connect with customers throughout their purchase journey? Many businesses see live chat, also known as web chat, as just another tool for your customer support center. Leaders may see it as a necessary expense in order to connect with today’s online customers. What is customer journey mapping, anyway?

Chatbots 85

Chatbots Journey mapping Customer retention Advertising 85

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience.

Analytics 83

Analytics Feedback Metrics Surveys 83

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? Benefits of Customer Experience.

Customer Experience 71

Customer Experience Journey mapping Feedback Metrics 71

inmoment

JULY 22, 2020

Customer retention lies at the heart of everything from customer experience (CX) strategies to contact center tactics. Additionally, retaining and recovering existing customers is far more cost-effective for a brand than focusing solely on acquiring new business. Those tactics are as follows: Closed-Loop Programs.

Multichannel 52

Multichannel Customer retention Feedback Contact Center 52

Totango

NOVEMBER 18, 2020

It is critical that at each phase in the customer success lifecycle, you are engaging your customer with the goal of retaining them. Onboarding is a vital part of this customer retention focus, however, an onboarding process that is too lengthy or complicated can sour customer relationships early on.

Feedback 77

Feedback Best practices Customer retention Enterprise 77

ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We’ve published +60 posts on a variety of Customer Success related topics like customer churn, product adoption, customer journeys and more. We even got a shout out from HubSpot as a top blog you should be reading in 2018. 10 Punny Customer Success Jokes.

Best practices 49

Best practices Metrics SaaS Sales 49

Hello Customer

APRIL 5, 2023

Be it because of slow webshops, complex sign-up processes, or endless communication loops with customer service, no matter how many hoops you jump through, you just can’t get things done. Today customers expect to have easy and seamless experiences with brands. If you’ve already made a customer journey map, great!

Customer Experience 52

Customer Experience Journey mapping Metrics Feedback 52

customer sure

JUNE 19, 2022

In this blog we’ve talked many times about the importance of responding to customers. when they give you feedback. Acknowledging customers’ experience and where necessary telling them what you are going to do ( and doing it ), will immediately get you significant kudos. The good news is…. You don’t need to do this.

Feedback 62

Feedback B2C Morale Customer centricity 62

Nicereply

MAY 11, 2023

If you are handy enough, they allow you to gather data while customers are still engaged with your website or product. Many customers might close them out of habit without even glancing at the content itself (just imagine the response rates if you could avoid this!). Yeah… annoying. So why should anyone use them?

Customer effort 52

Customer effort Surveys Feedback Metrics 52

Eptica

AUGUST 7, 2019

Date: Wednesday, August 7, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Why closing the loop is vital to Voice of the Customer success. In this post, I want to talk about how brands can ensure that they close the loop and ensure that customer intelligence is acted on quickly and appropriately.

Best practices 66

Best practices Feedback Metrics Customer centricity 66

Cisco - Contact Center

SEPTEMBER 17, 2020

Keeping Customer Experience Top of Mind. With most interactions between consumers and business happening online these days, customer experience has taken on a new meaning. American management consulting firm McKinsey, concluded that “A company’s competitive edge lies in seeing the world through the customer’s eyes.”

contact center solutions 111

contact center solutions Contact Center Surveys Enterprise 111

Nicereply

NOVEMBER 27, 2023

A company’s ability to understand and optimize customer satisfaction directly impacts customer retention, advocacy, and ultimately, profitability. As a customer experience professional, you’re at the forefront of this battle for consumer loyalty and satisfaction. What is a CSAT (Customer Satisfaction Score)?

Metrics 59

Metrics Surveys Analytics Feedback 59

PeopleMetrics

JULY 31, 2015

If you can tell, we’re fans of using feedback in your customer experience strategy. It helps you keep tabs on your experience. However, when thinking about collecting feedback on the customer experience, we can limit ourselves to considering feedback from customers. They’re tuned in.

Feedback 118

Feedback Customer Experience Customer centricity Employee engagement 118

customer sure

DECEMBER 6, 2021

But probably unlike most people, I take the time to complete them and give my feedback. Let’s keep ‘the good, the bad and the ugly’ of survey design and length for another blog. The thing I wanted to talk about here was the strange ability some companies have to completely ignore the feedback I’ve provided them with.

Feedback 62

Feedback Surveys Personalization 62

PeopleMetrics

JUNE 16, 2016

As a customer experience company, we field a lot of questions from prospects about customer feedback. In fact, it’s common for prospects to have a system for collecting feedback—from rudimentary snail-mail surveys to online survey platforms. But it’s uncommon for them to have a system for acting on that feedback.

Customer Experience 118

Customer Experience Banking Feedback Surveys 118

Lumoa

MARCH 10, 2022

Using customer feedback in marketing can give you a huge edge on competitors. And if you’re like most businesses, you probably already get a ton of customer feedback. Customer feedback can come at you a hundred different ways. What is Customer Feedback? Support tickets. Feature requests.

Feedback 94

Feedback Marketing Surveys Advertising 94

ClientSuccess

JUNE 2, 2021

Asking for customer feedback is far and away one of the best tools in any SaaS organization’s arsenal for improving and optimizing the customer experience. After all, your customers are your best sounding board because they live the customer relationship every day. Why customer feedback is important.

Feedback 65

Feedback Customer advocacy SaaS Surveys 65

PeopleMetrics

FEBRUARY 13, 2015

It doesn’t help matters to get emotional about feedback. The fact is, sometimes, feedback can be crushing. So in the interest of your stiff upper lip, here are three things to think about when you receive harsh customer feedback. Feedback is data. But feedback that conflicts with those notions? Not so much.

Feedback 97

Feedback Customer centricity Customer Experience Personalization 97

Customer Service Life

AUGUST 22, 2019

This article was originally published on the FCR blog on July 2, 2019. Have we lost sight of something when it comes to asking our customers for feedback and gauging what’s truly important in the customer experience? Customer Satisfaction (CSAT). Image by Free-Photos from Pixabay. Survey timing also varies.

Contact Center 106

Contact Center Metrics Surveys Coaching 106

inmoment

APRIL 9, 2020

What exactly does the term “closing the loop” mean to you? Is it the part of an experience strategy that is only executed by the most mature customer experience (CX) organizations? Does it refer to encouraging employees to personalize closing the loop with customers? What is The Inner Loop?

Feedback 40

Feedback Customer retention Personalization Customer Service 40

Lumoa

JANUARY 5, 2023

Let’s face it – measuring customer satisfaction is no easy feat. It’s crucial to understand what your customers are thinking, but it can often be difficult to pin down the specifics of their opinions and experiences with your business. Why Is It Important to Measure Customer Satisfaction?

Feedback 83

Feedback Surveys Metrics Customer Experience 83

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

Real Blue Sky

JULY 12, 2022

In our last blog post , we talked about how employee turnover rate can often be 100%+ annually in a contact center. To reduce this turnover rate, you should be laser focused on employee experience. We have talked about tools and onboarding being critical to the employee experience. Andy Grove, former CEO of Intel.

Contact Center 52

Contact Center Gamification Coaching Analytics 52

Nicereply

APRIL 27, 2022

To understand CXM and its importance, brands must first absorb the impact good (or bad) customer experience has on their customers and reputation. What is customer experience management (CXM)? Customer Experience is how a customer feels about your brand. The Benefits of CXM.

Customer Experience 104

Customer Experience Management Feedback Surveys 104

GetFeedback

AUGUST 17, 2018

Are you getting the most out of the customer feedback you’re collecting? The best way to drive immediate results with customer feedback is to integrate it with Salesforce, your source of truth for all things customer experience. Identify trends throughout the customer journey.

Feedback 60

Feedback Surveys Customer centricity Service level 60

PeopleMetrics

JANUARY 29, 2015

And I’ve been thinking about how a simple path says a lot about good customer experience and design. The Quiet Customer. We often talk about listening and responding to customer feedback. It’s a cornerstone practice of customer experience strategy. So how do you reach those customers?

Customer Experience 80

Customer Experience Customer centricity Feedback Sales 80

delighted

DECEMBER 14, 2020

2020 required many companies to pivot their internal and external customer processes to provide convenience and safety. Switching to a more virtual world has sparked the need for customer feedback on updated customer experience (CX) strategies to ensure that all adjustments are as friction-free as possible.

Customer Experience 63

Customer Experience Benchmark Surveys Feedback 63

Cisco - Contact Center

MAY 13, 2020

Co-Authored by Matthew Saskin, Vice President of Customer Experience for Selligent. Matthew Saskin is an accomplished go-to-market leader with a proven track record in creating and scaling businesses as well as deep expertise in customer experience and digital strategy. Cisco and Selligent Partnership. Join our Webinar.

Customer Experience 79

Customer Experience Contact Center contact center solutions Analytics 79

Outsource Consultants

MARCH 22, 2018

In a recent article , Luke Williams examines the following concepts to help companies improve their customer experience: Digital Feedback and Measurement. Closing the Loop with Everyone. Follow-Up With All Customer Feedback, Not Just the Negative Feedback. Finding Key Drivers and Root Causes.

Feedback 52

Feedback outsourcing Call Center Consulting 52

Outsource Consultants

APRIL 5, 2018

The following are ways Powtan suggests to avoid biased customer surveys: Use neutral wording. Use multiple styles of questions including multiple choice, open text, and scale ratings to avoid limiting the customers in their responses. Using Call Centers to Close the Loop on Customer Interactions. We can help!

Call Center 52

Call Center outsourcing Surveys Feedback 52

PeopleMetrics

JANUARY 10, 2018

When Volunteers Are Treated Like Customers, Everyone Wins. Customer Experience programs have become “table stakes” for enterprises looking to reduce customer churn and increase revenues through customer referrals and promoting their brand through word of mouth and social media posts. Is it a statutory requirement?

Best practices 74

Best practices Management Surveys Feedback 74

Steve DiGioia

SEPTEMBER 16, 2016

Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. Ben has over 20 years’ experience in customer service, and is a recognized CX thought leader. Using a process like customer journey mapping, companies can clearly show how every role impacts the end customer.

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257