ShepHyken

APRIL 27, 2018

This week we feature an article by Seema Nair who writes about the importance of tailoring your e-commerce site to give your customers the best experience. The best customer service is invisible. A seamless user experience is an added advantage to a great looking and well-functioning e-commerce site.

Enterprise 204

Enterprise Feedback Personalization Sales 204

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. And that one thing is something they absolutely can control: building and maintaining a customer-centric, mission-driven culture.

Customer centricity 121

Customer centricity Coaching Employee engagement Sales 121

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

APRIL 15, 2022

As acclaimed mentalist Tony Corinda said, “Good timing is invisible. Like a magician flexing their psychic power, pinpointing the most ideal time to present your customer with an expansion opportunity can’t be left to intuition. But knowing when customers are primed for expansion isn’t always obvious.

Accountability 98

Accountability SaaS Upselling Metrics 98

delighted

OCTOBER 22, 2019

The value of a strong Net Promoter Score (NPS) is that it can indicate if your business is delivering on the promises that it’s making to customers. For instance, high NPS scores positively correlate to customer retention, referral acquisition, and strong brand awareness. Passives are customers who answer 7 or 8 on an NPS survey.

Benchmark 41

Benchmark Feedback Surveys Customer retention 41

Totango

DECEMBER 16, 2020

Keeping up with new trends in customer success can help you promote repeat business and prevent customer churn. Here are four of the latest trends you need to know about: Automating customer success with out-of-the-box templates. Optimizing customer experience with personalization.

Journey mapping 71

Journey mapping Best practices Accountability Big data 71

Peter Lavers

SEPTEMBER 21, 2017

This blog is based on a Webinar we recently hosted for IBM on this subject. We believe that competitive advantage will be won by the companies that deliver distinctive and profitable customer experiences across all their channels of engagement, and that understanding and meeting customer expectations are fundamental to that success.

Marketing 113

Marketing Personalization Technology Consulting 113