ShepHyken

NOVEMBER 19, 2021

He shares his quick tips for keeping your customers informed through email and SMS to level up their buying experience. . But while you’re fulfilling orders, it’s imperative that you keep your customers in the loop on channels like email and SMS. This is how you provide immediate value to your new customer. . That’s great news!

Marketing 213

Marketing Metrics Customer Service Customer Experience 213

Mindtouch

FEBRUARY 7, 2017

The rise of Customer Success , first in SaaS companies but quickly expanding into traditional industries, indicates a renewed focus on this problem from the point-of-view of the customer (based on the name alone, right?). Customer Lifetime Value. Customer Acquisition Cost. Annual/Monthly Recurring Revenue.

Metrics 63

Metrics Best practices SaaS Marketing 63

Beyond Philosophy

SEPTEMBER 19, 2014

How do I get Customers to do what I want; eg: buy our product; use our web site; try a new service? So in the spirit of sharing skills, here are four things you can do to get Customers to do what you want: Tell them stories. The power of stories in the brain is phenomenal. Work with the habits they already have.

Airlines 296

Airlines Consulting Consulting Metrics 296

bold360 Blog

MARCH 29, 2020

At Manulife, the parent company of John Hancock, CEO Roy Gori came up with a plan to make his company customer-obsessed. The scores themselves aren’t necessarily what’s important, it’s why the customer is giving you the score. She wanted to learn why the customer was giving that feedback and how the business acted upon the feedback.

Metrics 52

Metrics B2B B2C Surveys 52

Nicereply

JANUARY 27, 2022

Today we will go through 12 things to do to improve your customer support in 2022. 12 things to do to improve your customer support. Blog tip: 3 Customer Service Skills for Handling Difficult Conversations. Blog tip: 6 Tips for Writing Satisfying Customer Service Responses. Help customers to help themselves.

Average Handle Time 98

Average Handle Time Customer effort Metrics Customer Support 98

Beyond Philosophy

SEPTEMBER 8, 2022

Implementation is everything in these success stories, and today I want to share the five rules for proven success with a CX implementation. Patterson and her team spoke with the customer service teams, customers, and sales teams. It could be increased market share, improved NPS, or higher customer retention.

Customer Experience 243

Customer Experience Consulting Consulting Customer retention 243

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. Also, treating customers well is good for employees. So, What Went Wrong with NPS?

Airlines 273

Airlines Metrics Accountability SaaS 273

CrazyCall

JANUARY 28, 2019

Thanks for coming back to read “TOP 20 Call Center Metrics Managers Can’t Ignore – Part 3”! In our previous blog posts, we’ve discussed the most basic inbound and outbound call center metrics to help you ensure customer satisfaction and keep your call center agents organized. Average handling time. #12. Hold time.

Call Center 49

Call Center Metrics Average Handle Time Management 49

Customers That Stick

FEBRUARY 14, 2020

One question is how can you nail your customer service job performance review? I would recommend that you go into your review armed with three things: metrics, stories, and a plan. Next have stories. We, as humans, are wired to relate to stories. What Is Signal Stripping?

Customer Service 103

Customer Service Metrics Feedback Customer Experience 103

CX Journey

FEBRUARY 27, 2019

It was published on their blog April 19, 2018. The customer experience is a journey; your transformation work is, too! In other words, their scores, e.g., NPS, are high, so they act like their goal is met, and there's nothing more that needs to be done about the customer experience. Customers change. This is a journey!

Metrics 35

Metrics Benchmark Surveys Customer retention 35

Beyond Philosophy

SEPTEMBER 19, 2014

How do I get Customers to do what I want; eg: buy our product; use our web site; try a new service? So in the spirit of sharing skills, here are four things you can do to get Customers to do what you want: Tell them stories. The power of stories in the brain is phenomenal. Work with the habits they already have.

Airlines 218

Airlines Metrics Customer Experience Personalization 218

inmoment

JULY 16, 2019

Measuring customer experience (CX) has always been a numbers and metrics game. And while standard CX metrics like Net Promoter Score (NPS®), Customer Satisfaction (CSAT), and Customer Effort Score (CES) provide some insights into customer experience, they don’t tell the whole story. 2 Understand.

Metrics 40

Metrics Customer Experience Feedback Analytics 40

CX Journey

FEBRUARY 27, 2019

It was published on their blog April 19, 2018. The customer experience is a journey; your transformation work is, too! In other words, their scores, e.g., NPS, are high, so they act like their goal is met, and there's nothing more that needs to be done about the customer experience. Customers change. This is a journey!

Metrics 32

Metrics Benchmark Surveys Customer retention 32

Toister Performance Solutions

AUGUST 22, 2017

A question posted on the Inside Customer Service LinkedIn group recently caught my attention. Celeste Peterson, a Customer Advocacy Supervisor at Palo Alto Software, asked: What do you think are the most important metrics to track for a small customer service team? Palo Alto Software's Customer Advocacy Team.

Metrics 68

Metrics Customer advocacy Feedback Accountability 68

Beyond Philosophy

AUGUST 23, 2017

Many organizations measure their Customer Experience (CX) in the wrong way. What does customer loyalty , customer satisfaction , customer experience or even “Happiness” look like on a chart or in an Excel sheet? However, these metrics don’t work for measuring CX growth, at least not directly. So, what is it?

Metrics 331

Metrics Consulting Consulting Finance 331

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.” (Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.”

Customer Service 219

Customer Service Airlines Feedback B2B 219

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. It’s worth noting that companies with any of these primary cultures can still deliver good customer service experiences. What does a customer service culture look like?

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

ChurnZero

MAY 6, 2022

He also discusses how the market’s perception of net revenue retention has shifted over the last decade and what companies can do to increase this red-hot metric. There was the realization that […] net revenue retention is the most important metric you can have and you better focus on that.”. That’s a good story to tell.

B2B 98

B2B B2C SaaS Metrics 98

inmoment

OCTOBER 3, 2018

When it comes to metrics, the human race is a little obsessed. Those of us in customer experience (CX) take metrics even more seriously, and for good reason. CX metrics help us understand our company’s relative position, reinforce expectations and key behaviors in our teams, and quantify our level of impact and achievement.

Metrics 40

Metrics Feedback Surveys Customer Experience 40

ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Research Stage. Evaluation Stage.

Metrics 40

Metrics SaaS Sales Accountability 40

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

VirtualPBX

NOVEMBER 8, 2023

Whether it’s a flooring manufacturer, a financial services firm, or a digital healthcare solutions company, a reliable and feature-rich communication system is vital to streamline operations and boost customer satisfaction. Enhancing Connectivity for a Flooring Manufacturer Company: Great Wall & Floors Inc.

Healthcare 98

Healthcare APIs Customer centricity Accountability 98

Beyond Philosophy

NOVEMBER 11, 2021

Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. The 5 Rules for improving the customer complaint process are: Read between the lines. Embrace customer complaints. Empathize with the customer. Be fast, stupid.

Consulting 383

Consulting Consulting Call Center Metrics 383

Customer Service Life

APRIL 12, 2023

Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart. In retrospect, this was a wonderful CX lesson.

Customer Service 78

Customer Service Contact Center Customer Experience Metrics 78

Beyond Philosophy

SEPTEMBER 19, 2014

How do I get Customers to do what I want; eg: buy our product; use our web site; try a new service? So in the spirit of sharing skills, here are four things you can do to get Customers to do what you want: Tell them stories. The power of stories in the brain is phenomenal. Work with the habits they already have.

Airlines 150

Airlines Metrics Customer Experience Personalization 150

Select VoiceCom Blog

JANUARY 8, 2024

The Customer Satisfaction score, or CSAT score, is a key performance metric that is challenging for any business to maintain, even more so when your business is in the dynamic realm of media. To start, we set out to create a team of 20 voice (customer support and customer retention) and non-voice (chat and email help desk) agents.

Customer retention 52

Customer retention outsourcing Metrics Customer Support 52

360Connext

SEPTEMBER 27, 2017

The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business. Those with or without customer experience in their titles are considering how their daily work impacts the customer journey.

Banking 124

Banking Metrics Big data Consulting 124

ProProfs Blog

FEBRUARY 28, 2020

This is what brand awareness does, it not only affects the decisions of the customers, but it also creeps into the lifestyle. . The result is a distorted image of how the customer perceives the brand. . Brand awareness is about how much your customers know about you and your offerings. Do customers return to buy more?

Surveys 143

Surveys Metrics Marketing B2B 143

Beyond Philosophy

FEBRUARY 24, 2016

Furthermore, here are three more essential steps you must remember to embrace, particularly when you are trying to change your culture to be more Customer-centric: Incenting the Behavior You Want to See. If your company has always been sales oriented, most of your compensation packages build on metrics centered around sales performance.

Management 283

Management Metrics Customer centricity Consulting 283

Nicereply

MARCH 14, 2023

Every customer support manager has a busy life. But when you’re fighting product fires , helping customers, and managing a team, you can’t afford to waste time on unhelpful books. We tell stories. Similarly, hearing stories acts as a kind of mental flight simulator, preparing us to respond more quickly and effectively.”

Management 98

Management Call Center Metrics Entertainment 98

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. However, first, you have to know where to look!

Analytics 83

Analytics Feedback Metrics Surveys 83

ProProfs Blog

DECEMBER 12, 2019

Are you unable to cater to the customers’ needs and their grievances? Primarily, a help desk refers to the assistance and advice provided by a company/organization to its customers. The focus here is on end-user functionality, and hence, it mandates that customers’ needs and grievances be met and resolved in due time.

Wait times 143

Wait times Metrics Self service Feedback 143

teleopti

MARCH 12, 2019

In Teleopti’s second blog on the subject of change, Patrik Vesterberg outlines a five-step methodology for defining metrics that add real business value. My first blog about change discussed how resistance to doing things differently is the arch nemesis of customer service. Instill a customer first approach.

Metrics 74

Metrics Construction Finance Engineering 74

Fonolo

AUGUST 29, 2023

Call centers are at the heart of modern customer service and that makes active listening an indispensable CX tool. As call center managers, you have the power to train and encourage your agents to become active listening experts; enhancing customer satisfaction and loyalty. Bonus: It makes your agents’ jobs more interesting , too.

Contact Center 67

Contact Center Call Center Abandon Call Construction 67

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

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. Luckily for customer success teams, there is no shortage of resources available. The ClientSuccess CSM From the Trenches Blog Series.

Chief Customer Officer 70

Chief Customer Officer SaaS Education Best practices 70

Nicereply

JUNE 12, 2023

Good customer service training is one of the most important components of your support team’s success. Customer service isn’t just a box to check. It’s the pillar that enables customer success, unlocks customer satisfaction, creates brand loyalty, and propels organizations towards sustainable growth.

Customer Service 84

Customer Service Best practices Construction Customer centricity 84