Beyond Philosophy

JANUARY 4, 2022

How do you build a long-term relationship with customers? Tina’s key focus is on Customer Experience and development, and she wants her team to change their transactional approach to customer strategy. So, today, we will talk about convincing people that having a relationship with customers is a good idea.

Engineering 221

Engineering Consulting Consulting Best practices 221

Skybridge

OCTOBER 26, 2022

And while most of us enjoy greeting the unknown at our front door on Halloween night, no one is amused by an unexpected nightmare experience with customer service. What happens when your customers reach out to you? Here are three of the most horrifying encounters sure to send your customers running away, screaming. The Zombie.

Customer Service 52

Customer Service Coaching Customer Care Management 52

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. I hold nothing back.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

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? Proven Methods for using Customer Feedback in Marketing 1.

Feedback 94

Feedback Marketing Surveys Advertising 94

Mindtouch

DECEMBER 6, 2017

Direct engagement is the best way to understand who your customers are, what they need, and how to serve them. During The Customer Focus Effect, seven enterprise thought leaders shared their top tactics for how to scale direct customer engagement. Edmund Daly, Head of Global Customer Success, Cisco.

Enterprise 48

Enterprise Best practices Customer Experience Marketing 48

Anexa BPO

SEPTEMBER 5, 2021

Remember that tried and true little saying, “The customer is always right”? Coined by Harry Gordon Selfridge of the famed London department store, at the time it was seen as significant innovation in customer service, and in its basic principle, rings true today. So how to tap into this old-made-new phenomenon of consumerism?

outsourcing 40

outsourcing Technology Business Process Outsourcing SaaS 40

Integrity Solutions

SEPTEMBER 23, 2021

The concept of customer value is far from new. Ask any salesperson on the street if they’re providing customer value and they’ll say, “yes, absolutely.” When a customer spends time with a salesperson- and come away saying they got value from the discussion- what are they actually getting ?

Coaching 72

Coaching Sales Employee engagement Customer Care 72

CSM Practice

FEBRUARY 20, 2020

At early startup stages , customer success teams and other customer-facing teams are usually familiar with their customer base. This relationship-driven engagement model becomes difficult as the customer base becomes larger and more diversified. Why Should Customer Success Be Obsessed with Data?

Analytics 52

Analytics Customer centricity Metrics Accountability 52

Amity

NOVEMBER 18, 2013

There are actually 5-I’s in your customer success team. Interaction occurs within a team, across departments, with competitors, with partners and most importantly between customers and prospects. Interaction occurs within a team, across departments, with competitors, with partners and most importantly between customers and prospects.

SaaS 48

SaaS Personalization Customer Service Management 48

ProProfs Blog

JANUARY 23, 2020

If I were to ask you what is customer value, what would you say? Or any profit you reap from your customers? But, there is more to it than just “profits” and many companies fail to see the effort they need to put in to get good customer value. But how to define customer value? What is Customer Value?

Customer retention 144

Customer retention Marketing Surveys Customer emotions 144

The Center for Client Retention

DECEMBER 3, 2019

Our customers’ expectations are growing exponentially. Although technology helps companies facilitate CX strategy, without the human touch our customers and our employees are vulnerable to poaching. An Engaged Workforce Delivers Exceptional Customer Experiences. While high compensation is a strong inducement , it’s no panacea.

Customer Experience 62

Customer Experience Surveys Healthcare Analytics 62

Amity

FEBRUARY 18, 2014

What these 3 gears have in common is a focus on proactively managing customer outcomes. In the ‘Land and Maintain’ model, vendors could measure existing customer relationships with customer satisfaction and net promoter scores (NPS). If customers were generally happy with the product and service, that was good enough.

B2B 48

B2B SaaS Customer advocacy Metrics 48

aircall

MARCH 1, 2021

Why are customer service skills important? Before asking yourself that, you should perhaps ask: what plays the most significant role in your customer’s experience? Plus, 71% of consumers would decrease their support for a brand if they don’t have a human customer service representative available to speak to at all. .

Customer Experience 62

Customer Experience Customer Service Call Center First call resolution 62

Balto

AUGUST 3, 2022

Is the contact center a drain on resources, a necessary expense to manage customer needs? Or is it a way to foster relationships with customers, garner revenue, and otherwise generate value for the company? Agents add the most value to their organization by letting customers know about incentives and asking for online reviews.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

ProProfs Blog

MAY 28, 2020

People think of loyalty as a customer for a lifetime, but it is really much simpler than that. No matter if you own a mom and pop shop at a street corner or run a multinational apparel brand, loyal customers are driving your business forward, one transaction at a time. . It’s about the next time, every time. – Shep Hyken.

Customer Experience 139

Customer Experience Multi-channel support Feedback Customer Support 139

Amity

JUNE 8, 2016

Over the last several years, sophisticated tools for analyzing customer data have made it possible for companies to target increasingly granular characteristics of their buyer personas. But focusing too much on the quantitative aspects of customer relationships can have the opposite effect. Companies lack relationship intelligence.

CRM 67

CRM Journey mapping B2C Government 67

Vonage

DECEMBER 16, 2015

I was teaching about customer intimacy and loyalty when one participant asked, “What if your competitor has already built a close relationship with a customer, and you want to get inside?”. When you are proactive with solid customer service skills, potential clients will take notice. I replied, “Add value first.

Customer Service 63

Customer Service Education Analytics Sales 63

Pointillist

MARCH 1, 2019

Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. There has been a concerted effort to move customer interaction towards lower cost digital channels and away from voice calls in recent years. Both of these methods have severe limitations.

First call resolution 75

First call resolution Call Center Self service Analytics 75

Pointillist

MARCH 1, 2019

Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. There has been a concerted effort to move customer interaction towards lower cost digital channels and away from voice calls in recent years. Both of these methods have severe limitations.

First call resolution 40

First call resolution Call Center Self service Analytics 40

SmartKarrot

MAY 19, 2020

It is a known fact that regular interactions and intimacy with the other team members calls for a friendlier approach and a rather social working culture. Having said that, for the ones who directly talk to the potential clients and customers are aware of the first-hand questions they ask. Issue 2: Collaborations, as you know it!

Analytics 10

Analytics SaaS Marketing 10

Comm100

MARCH 16, 2018

Imagine this: two sales letters are sent out to the same customer from two different companies. But somehow, one sales letter ends up open on the customer’s desk – the other gets tossed in the garbage bin after a mere skim. Why does the customer consider one and chuck the other? Write the Subject Line or Heading. We know that.

B2C 41

B2C Sales Scripts Personalization 41