Fonolo

APRIL 16, 2019

If you’ve had your eyes on the Fonolo blog for the past nine years, you know that in that time we have dedicated ourselves to bringing you news and views of all kinds that impact the customer service and contact center spaces. Her team is a 2019 Stevie Award winner for Back-Office Customer Service Team of the Year.

Call Center 108

Call Center Contact Center Engineering Construction 108

JivoChat

NOVEMBER 22, 2021

This will help to guide you on producing content for your potential customers and to show the ones you already have that you care about them. . Analyze the metrics they provide, for example, where the accesses of your website come from or which are the content on your Instagram that have the biggest engagement rates. . Bounce rate.

SaaS 52

SaaS Marketing B2B Metrics 52

REVE Chat Blog

JANUARY 22, 2020

Build FAQ pages, Knowledgebase, how-to videos to educate the customers. How to meet customer needs . Addressing customer needs is critical for any business that focuses on customer retention and acquisition. For meeting customer needs you need to follow a simple process of four steps.

Construction 108

Construction Feedback Customer centricity Surveys 108

Nicereply

OCTOBER 24, 2023

By prioritizing customer-centricity, organizations can unlock numerous benefits that can significantly impact their bottom line and brand image. Here’s how a solid CX strategy can uplift a brand: Increased customer retention The cost of acquiring a new customer far exceeds that of retaining an existing one.

Customer Experience 59

Customer Experience Feedback Airlines Analytics 59

Global Response

MARCH 16, 2023

Using problem/solution/benefit constructs Of course, agents also need to understand how to explain solutions to customers in a helpful and friendly way. For example, operational data and CSAT or other customer experience metrics can show you what steps of your process to improve.

Customer Service 62

Customer Service outsourcing Technical Support Scripts 62

ChurnZero

MARCH 29, 2019

This is a guest blog post by Gaetano DiNardi from Nextiva. Checking in on customer service objectives? Focusing on customer retention? Customer Effort Score (CES) This gauges the difficulty or stress of a client to achieve different tasks successfully. How Best to Create a B2B Survey.

B2B 73

B2B Surveys Customer centricity Construction 73

Tenfold - Contact Center Blog

JANUARY 17, 2018

Customer experience is the new frontier – – while this concept has been shopped around for a few years, it really captured business minds in 2017. Influencers and marketing blogs alike are all over this topic, giving tips on how to enhance Customer Experience and theories on how CX “works”. Team Effort for CX.

Customer advocacy 62

Customer advocacy Construction Upselling Marketing 62

Lumoa

FEBRUARY 9, 2023

Customer churn is the opposite of retention. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Customer Engagement Customer engagement is a term used to refer to customer interactions with a company, product, or service.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Fonolo

SEPTEMBER 14, 2023

In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover. In this blog, we’ll discuss how to create goals that will take your call center to the next level. Using the S.M.A.R.T

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

SmartKarrot

NOVEMBER 14, 2022

One of the key reasons for customer churn is that your accounts may not understand or believe that the benefits you can provide them are worthwhile or justifiable. Therefore, the account onboarding process involves constructing a frictionless path to value by ensuring that customers are satisfactorily engaged.

Accountability 10

Accountability B2B Journey mapping Construction 10

ClientSuccess

JULY 16, 2021

Whatever your end goal, there is no disputing that a properly constructed Health Score will be a tremendous value to you and your business. . Well, now that we can all agree that a Health Score is necessary for proper proactive customer management, what exactly is a Health Score? Determining Your Perfect Metrics. Engagement.

Construction 52

Construction Metrics Customer retention Surveys 52

Totango

SEPTEMBER 1, 2020

Luckily, customers that receive satisfactory responses to escalations are highly likely to develop loyalty to their provider. Of the many customer success metrics available to help you understand your customer’s day-to-day behavior, product and feature usage measurements are among the most indicative of renewal possibility.

Enterprise 104

Enterprise Construction Customer retention Metrics 104

Netomi

JANUARY 5, 2022

Adam understands the impact that customer experience can have on the bottom line. He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. Jeff helps clients develop customer-focused cultures.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ProProfs Blog

APRIL 10, 2020

Customer satisfaction surveys are used to measure the satisfaction levels of the customer with the company’s products, services, and brand experience. These surveys measure customer satisfaction score (CSAT) that help provide valuable insights that can be used to improve your business strategies and customer retention.

Surveys 109

Surveys Abandon rate Feedback Customer retention 109

inmoment

JUNE 8, 2020

Brands may be united in their aspiration to deliver those goals, but getting there looks completely different in every industry from construction to coffee. That’s why it’s important for brands to sit down and define specific, concrete goals that they want to achieve through the power of customer experience. Key #5: Management.

Government 52

Government Construction Accountability Metrics 52

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives. A – Attainable.

Management 98

Management Chief Customer Officer Upselling SaaS 98

Totango

NOVEMBER 3, 2021

Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty. This dual insight helps make NPS one of the most popular customer satisfaction metrics, predicting customer retention as well as referrals.

Best practices 97

Best practices Surveys Upselling Journey mapping 97

Totango

NOVEMBER 3, 2021

Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty. This dual insight helps make NPS one of the most popular customer satisfaction metrics, predicting customer retention as well as referrals.

Best practices 96

Best practices Surveys Upselling Journey mapping 96

Totango

NOVEMBER 3, 2021

Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty. This dual insight helps make NPS one of the most popular customer satisfaction metrics, predicting customer retention as well as referrals.

Best practices 94

Best practices Surveys Upselling Journey mapping 94

Lumoa

MARCH 20, 2018

Churn Customer churn happens when a customer/subscriber stops doing business with a company. Customer churn is the opposite of retention. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

ChurnZero

JANUARY 17, 2020

Blog Author: Alex Weihmann. If your company is exploring the idea of implementing a dedicated Customer Success (CS) platform, the question of where to start can be daunting. Regardless just remember that there is no one-size-fits-all approach for CS metrics. These customer-oriented segments are often the most fruitful. .

Best practices 72

Best practices Accountability Upselling SaaS 72

Lumoa

MARCH 20, 2018

Churn Customer churn happens when a customer/subscriber stops doing business with a company. Customer churn is the opposite of retention. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64