ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated. Get Straight to the Point.

Interactive Voice Response 242

Interactive Voice Response Customer Experience Self service Contact Center 242

ShepHyken

JUNE 15, 2018

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. But how exactly does one get onboard with this trend? These numbers are staggering.

Chatbots 192

Chatbots Customer Support Healthcare Scripts 192

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

ShepHyken

MAY 26, 2017

This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. Companies that track and measure their customer service have a competitive advantage. As much as success is about dreaming big, the path towards it is all about setting precise targets to hit or even surpass.

Metrics 233

Metrics Customer effort Customer Experience Surveys 233

ShepHyken

DECEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague, Erich Lawson, writes about the importance of being an eco-friendly business and how it can encourage loyalty among consumers. This is a great example of finding out what is important to your customer and making it a priority. Shep Hyken.

Surveys 216

Surveys Accountability Management Customer Service 216

CustomerSuccessBox

MAY 18, 2022

So has the customer success industry and the content around the space! Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022!

SaaS 52

SaaS Upselling Education Customer retention 52

CCNG

NOVEMBER 29, 2023

There are five key performance indicators you should track to make sure your contact center operations are aligned with customer expectations. Average Handle Time (AHT) An efficiency metric, average handle time measures the amount of time it takes each agent to converse with a customer.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. 9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. Customer Success Operations 101: Drive Productivity with Purpose, People, and Process.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Enterprise 104

Enterprise Best practices Marketing Sales 104

Totango

NOVEMBER 14, 2023

As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. By having access to valuable insights, you can better gauge customer needs and anticipate potential issues.

Chief Customer Officer 95

Chief Customer Officer Best practices Feedback Enterprise 95

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? They unanimously agreed that 2024 is the year of the ICP (Ideal Customer Profile). The cohesion between these teams can significantly drive customer value and results, which impacts retention, expansion, and, ultimately, predictable growth.

Sales 108

Sales Outbound sales Revenue potential Accountability 108

Totango

SEPTEMBER 22, 2023

we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. And, that growth comes from consistently and quickly delivering customer value. Announced during our flagship event, Totango Live!

Enterprise 114

Enterprise Education Best practices Customer retention 114

Eptica

AUGUST 29, 2021

Date: Monday, August 30, 2021 Author: Pauline Ashenden - Demand Generation Manager How to plan for customer service success at peak times. Author: Pauline Ashenden - Demand Generation Manager Every sector faces peaks in demand, where delivering excellent customer service becomes even more business-critical.

Customer Service 115

Customer Service Best practices Management 115

Totango

MARCH 15, 2022

Efforts to scale customer success team activity often fall short because of failure to avoid common mistakes. Your human resources practices, your project management procedures and your technology strategy all need to come together in order for you to scale up without overextending yourself.

Best practices 96

Best practices Enterprise Upselling Scripts 96

Totango

JANUARY 3, 2024

Totango now offers integrations with leading revenue intelligence platforms Gong and Chorus to help teams enhance operational efficiency and leverage the insights gleaned from customer interactions to drive strategic decision-making.

Revenue potential 103

Revenue potential Enterprise Accountability Marketing 103

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. Their discussion covered three key strategies for powering up customer success. Don’t forget to make your feedback scalable.

Journey mapping 81

Journey mapping Benchmark Metrics Surveys 81

Eptica

NOVEMBER 13, 2020

Date: Friday, November 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Delivering impactful results from your Voice of the Customer programme. Author: Pauline Ashenden - Demand Generation Manager Understanding changing customer needs is vital if companies are to increase engagement, satisfaction and long-term revenues.

Best practices 126

Best practices Analytics Marketing Customer Experience 126

Totango

JUNE 8, 2022

OK, maybe not the world, but they have become an increasingly important factor these days for helping SaaS companies understand whether their products and services are keeping customers engaged and delivering value, so they can prevent churn, increase expansion and earn higher valuations. Enable Digital-First Customer Success.

SaaS 88

SaaS Best practices CRM Enterprise 88

Nicereply

JULY 29, 2021

You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Scaling a support team as the customer base grows and evolves is a common challenge faced by start-up leaders. Recognizing when to scale and how to scale is not always a simple task. Scaling projects are constantly evolving.

outsourcing 98

outsourcing Customer Experience Education 98

Nicereply

MAY 16, 2022

In today’s piece, we will look at different types of Nicereply’s CSAT survey scales. If you are considering using Nicereply, one of the first steps in setting up your survey will be the selection of the survey scale. Types of CSAT survey scales. 2-Point Scale. 3-Point Scale. 5-Star Scale. Reading Tips.

Surveys 98

Surveys Benchmark Metrics Feedback 98

Totango

MAY 17, 2024

Economic pressures are compelling companies to rethink their strategies, with a heightened focus on both acquiring new business and nurturing existing customer relationships to drive revenue growth. This juncture is a serendipitous moment for AI to take a prominent role in how businesses drive growth and accelerate impact for customers.

Accountability 96

Accountability Government Chatbots Engineering 96

24-7 InTouch

APRIL 26, 2024

Artificial intelligence (AI) stands as a monumental force reshaping the customer experience (CX). This blog explores how companies can synchronize AI adoption with effective risk management to foster a robust, safe, and customer-centric business environment. Data Mastery : AI is only as good as the data it processes.

Government 52

Government Customer centricity Technology Management 52

AWS Machine Learning

MARCH 4, 2024

Amazon Bedrock is the best place to build and scale generative AI applications with large language models (LLM) and other foundation models (FMs). It enables customers to leverage a variety of high-performing FMs, such as the Claude family of models by Anthropic, to build custom generative AI applications.

Benchmark 140

Benchmark Finance Engineering Enterprise 140

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. Suggesting upsells.

Best practices 118

Best practices Management Brand ambassadors Upselling 118

Totango

NOVEMBER 14, 2023

As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. By having access to valuable insights, you can better gauge customer needs and anticipate potential issues.

Chief Customer Officer 62

Chief Customer Officer Best practices Feedback Enterprise 62

Comm100

DECEMBER 8, 2020

And with so much work, it’s no wonder that the need for simpler solutions has become essential to a business’s success. Chatbots were designed to streamline customer interaction. They save you time and money on customer services, while also improving your customer satisfaction levels. Enter automation. What is a Chatbot?

Chatbots 53

Chatbots Scripts Sales Personalization 53

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Here’s your complete guide to improving customer perception of your business. What is Customer Perception?

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

aircall

AUGUST 14, 2022

When it comes to running a successful business, growth is inevitable. It’s a surefire sign that you’re doing things right, providing a high standard of customer service quality , and delivering a product people want. . But for some companies, scaling can be scary. The Importance of Scaling Customer Support.

Customer Support 117

Customer Support Benchmark CRM Chatbots 117

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. On the other hand, the CCO focuses on what happens after the sale, overseeing onboarding, customer support, driving retention, and minimizing churn.

Chief Customer Officer 92

Chief Customer Officer Customer centricity Metrics CRM 92

Totango

APRIL 18, 2023

That phrase has become the earworm of 2023, stuck in our head no matter how many other tunes we try to sing. As businesses are laser-focused on retaining and growing current clients, they’re turning to their customer success (CS) teams and leaders to make it happen. Welcome to the era of “do more with less.”

Engineering 99

Engineering Accountability Enterprise Sales 99

Totango

JULY 22, 2022

When facing a struggling economy, it’s more important than ever to keep your customers engaged and reminded of why your products and services are critical to their success. We are constantly adding innovative new apps to our Customer Journey Marketplace , including our newest Engage Customers SuccessBLOC.

Metrics 101

Metrics Best practices Customer retention Enterprise 101

AWS Machine Learning

FEBRUARY 13, 2024

BigBasket serves over 10 million customers. In this post, we discuss how BigBasket used Amazon SageMaker to train their computer vision model for Fast-Moving Consumer Goods (FMCG) product identification, which helped them reduce training time by approximately 50% and save costs by 20%.

Engineering 109

Engineering Gamification Scripts Big data 109

Totango

JULY 6, 2021

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Loyal customers are likely to buy from you again and refer you to others, increasing your revenue. Customers who don’t feel committed to your brand are more likely to churn and spread negative word-of-mouth.

Best practices 111

Best practices Metrics Surveys Customer retention 111

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. In this video, Carlos imparts his knowledge gained through extensive experience in market research and product/service design – giving you all the tips needed for successful survey creation!

Best practices 157

Best practices Surveys Metrics Construction 157

Totango

JULY 5, 2022

In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift. You need to be able to retain and scale your current customer base efficiently, with the current resources you have rather than adding more. . So, how do you do this? Dive into Customer Health.

Upselling 98

Upselling Accountability CRM Best practices 98

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Totango

MAY 26, 2021

We recently polled the Customer Success industry asking about the top challenges they are facing. Over the years, we’ve found that most companies are very oriented around a high-touch customer engagement model. Data is the lifeblood of a digital customer success program. The customer journey is not linear.

Journey mapping 95

Journey mapping Customer advocacy Enterprise Technology 95