Beyond Philosophy

JANUARY 25, 2016

There is a major skill most organizations lack: Customer centricity. But if you want to remain competitive in today’s economic climate, putting the focus on Customers is imperative to your bottom line. It was 20 years ago when the realization that I wasn’t Customer centric hit me. Operate with Customer in mind.

Customer centricity 273

Customer centricity Journey mapping Consulting Consulting 273

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty. Michael Lowenstein, Ph.D.,

Surveys 279

Surveys Enterprise Consulting Consulting 279

ProProfs Blog

MAY 21, 2020

According to a study by Microsoft, 56% of people around the world have stopped doing business with a company because of poor customer service experience. However, it also indicates that a lot depends on the kind of customer service operators you hire for your business. What is a Customer Service Job?

Customer Service 166

Customer Service Engineering Customer Support Management 166

ChurnZero

NOVEMBER 29, 2022

This is a guest article by Michael Su , senior consultant of Customer Success, The Success League. Customer Success is still a young field and a new concept for many companies. When I ventured out to build my first Customer Success department at a tech software company, my leadership team thought I was nuts.

Scripts 98

Scripts Sales Customer centricity Coaching 98

Beyond Philosophy

OCTOBER 18, 2019

We talked about the two systems in a recent podcast and how they interact in your customers’ minds when they are deciding to buy your product or service. We talked about the two systems in a recent podcast and how they interact in your customers’ minds when they are deciding to buy your product or service.

Airlines 225

Airlines Consulting Consulting Benchmark 225

aircall

NOVEMBER 23, 2022

A Forrester Consulting study found that, by implementing Aircall’s cloud-based phone solution, businesses experienced a 373% ROI. reduction in maintenance and calling costs over a three-year period. reduction in maintenance and calling costs over a three-year period. But executives are smart people. Gone are the days!

Consulting 62

Consulting Consulting CRM Wait times 62

Taylor Reach Group

JANUARY 7, 2022

As the New Year begins, many of us turn to thoughts of self-improvement, swearing off sweets, resolving to run three miles a day or promising not to spend hours in front of the television every weekend. Listen for kudos from customers and share them in a public way. Listen for kudos from customers and share them in a public way.

Contact Center 76

Contact Center Morale Consulting Consulting 76

360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We aim for an exceptional “journey” for our customers but are only referring to marketing. And I agree. Is that odd?

Customer centricity 115

Customer centricity Consulting Consulting Customer Experience 115

ShepHyken

JANUARY 23, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: The last three years have proven to be interesting, if not scary times. How do you keep your loyal customers? How do you keep your loyal customers? Here are my top five picks from last week.

Customer Service 35

Customer Service Contact Center Self service Consulting 35

Nicereply

MARCH 16, 2022

Customer Experience departments are the shapeshifter departments of an organization. Every company seems to understand and define customer experience differently and measure it with unique KPIs. She had a very unique solution to this structure: incorporating Sales into the Customer Experience team.

Sales 111

Sales Customer Experience Upselling Self service 111

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

SaaS 98

SaaS Metrics Accountability Technical Support 98

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. 11:50 – Reasons why companies are getting many-fold benefiting growth. The Interview: .

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

CrazyCall

SEPTEMBER 4, 2018

Brian Halligan is the founder and CEO of HubSpot, which is an inbound marketing and sales software used by more than 40.000 customers worldwide. With over 1700+ employees so far, Hubspot, as a leading CRM, marketing, sales and customer experience platform brought in $114.6 These three words actually have long been used on the homepage.

Sales 129

Sales SaaS CRM B2B 129

OctopusTech

AUGUST 18, 2023

Hiring a skilled custom web development company is your best choice for creating a functional and exciting website. Learn the details of professional custom website development, from its definition to its importance, here in this blog. What Is Custom Web Development?

Construction 62

Construction Engineering APIs Enterprise 62

Nicereply

DECEMBER 22, 2020

Go the extra mile for your customers during this busy time, and a more positive CSAT score will be your well-deserved reward. CSAT score is one of the main ways that customer support teams can measure their success. CSAT is based on a customer’s most recent interaction with your company. But what happens when it goes down?

Wait times 59

Wait times Consulting Consulting Morale 59

Call Experts

DECEMBER 13, 2018

Your customers should look forward to your services and products. Here are three more reasons why efficient and cost-effective answering services can enhance your business. . Someone is always there to take orders, answer questions, or record messages if customers need help. . More Blogs Menu.

Answering services 65

Answering services outsourcing Call Center Benchmark 65

Transparent BPO

AUGUST 20, 2019

If you were to ask many business executives, they would say their customer service contact center is a necessary expense that does not contribute to the bottom line. Worse, some companies are cutting their contact centers altogether, considering them less relevant in this age of digital self-service.

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

Vistio

JUNE 10, 2022

I’ve been in the contact center consulting space for almost my entire career, which is now, I hate to say it, about 30 years. I started actually by starting up a couple of consulting practices for two major BPOs, which would be Sitel and Convergys. Welcome to the Pod, Steve. Absolutely. . First of all, thanks for having me.

Consulting 52

Consulting Consulting Best practices outsourcing 52

Education Services Group

AUGUST 27, 2018

However, when it comes to automation in Customer Success (CS), I say yes, and science is in my corner. Read about this study and others in our white paper, Neuroscience and Customer Success. Conventional wisdom says customer satisfaction is based solely on the value they derive directly from the product. Download now!

outsourcing 51

outsourcing Consulting Consulting Management 51

ClientSuccess

JUNE 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. From : Tyler Richards, Head of Mid-Market Customer Success. I strongly believe CSMs should view themselves, and their roles, as strategic consultants.

Marketing 40

Marketing Sales Consulting Consulting 40

Vistio

APRIL 2, 2022

Michele’s an accomplished speaker, author, executive team member, and consultant. And once I moved from human resources to operations, I eventually landed at Hilton Hotels and I spent 12 years with Hilton reservations and customer care. So it’s the reservations and customer service arm of the hotel organization.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. A huge part of how customer success collects intel and feedback from customers is by talking with them.

Metrics 98

Metrics Consulting Consulting Best practices 98

aircall

JUNE 30, 2021

Many look to the company for ways to improve customer retention. Email: Ring’s Secret to Improve Customer Retention. Email: Ring’s Secret to Improve Customer Retention. For one thing, it sends new customers emails to share tips on properly setting up the product. How to Measure Customer Retention Rate.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

Natalie Petouhof

JUNE 9, 2015

It is especially important as the shift to digital marketing and commerce as well as mobile interactions brings a massive transformation to how brands and organizations engage prospects and customers. There are many points along the customer experience journey where something could “fall through the cracks” and not meet expectations.

Management 68

Management CRM Government Big data 68

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Meet Our Panel of HR Professionals & Hiring Managers: · Maksym Babych. Pratibha Vuppuluri.

Management 207

Management Customer Service Consulting Consulting 207

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Meet Our Panel of HR Professionals & Hiring Managers: · Maksym Babych. Pratibha Vuppuluri.

Management 182

Management Customer Service Consulting Consulting 182

aircall

NOVEMBER 21, 2022

To succeed in the face of these skyrocketing targets—not to mention while resources remain relatively stagnant—customer-facing teams need to streamline low-value administrative tasks and focus on higher-value prospect and customer interactions. Spoiler alert: our customers experienced a 373% ROI. But first, why should you care?

CRM 62

CRM Wait times Consulting Consulting 62

Toister Performance Solutions

SEPTEMBER 17, 2019

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Your boss tells you to organize customer service training for your team. Why should you trust me?

Customer Service 60

Customer Service Advertising Consulting Consulting 60

ClientSuccess

JULY 5, 2019

Blog post author Irit Eizips is an innovative, passionate customer success thought leader. As Founder and CEO of CSM Practice , she helps high-growth organizations shape and scale their teams to place customer success as a top priority. Step 2: Segment Your Customers . Step 1: Start With the End in Mind.

Best practices 41

Best practices Consulting Consulting Accountability 41

CrazyCall

APRIL 9, 2019

Customer growth, sales and innovation evangelist at Salesforce. Tiffani Bova is not only the global customer growth and innovation evangelist at Salesforce, she is a legend in tech sales. Your greatest advocate is your past customer. But there’s one thing all of them have in common. Those lists don’t include enough women.

Sales 133

Sales Consulting Consulting Coaching 133

Global Response

JANUARY 23, 2023

In this article, we’ll cover both the what and the how—what customer service goals you should be focusing on in 2023 as well as how you can achieve them. In this article, we’ll cover both the what and the how—what customer service goals you should be focusing on in 2023 as well as how you can achieve them.

Customer Service 62

Customer Service outsourcing Self service Inbound sales 62

ChurnZero

JUNE 3, 2022

From optional to all-important, Customer Success has come a long way in the last decade. For starters, the CS role has earned its rightful spot as one of a startup’s first ten hires. There’s a good reason to do it. It lowers your customer’s upfront expenses. It lowers your customer’s upfront expenses.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

From optional to all-important, Customer Success has come a long way in the last decade. For starters, the CS role has earned its rightful spot as one of a startup’s first ten hires. There’s a good reason to do it. It lowers your customer’s upfront expenses. It lowers your customer’s upfront expenses.

SaaS 52

SaaS B2B Upselling Metrics 52

CrazyCall

MAY 20, 2019

I like to start off my calls by saying something along the lines of “I’ve got extra customers who are looking for the service you offer, can you service them for me”. You might be an expert, a professional, an intermediate, or a complete newbie. It doesn’t matter. Especially when you’re working in sales.

Sales 123

Sales Coaching Scripts Education 123

Comm100

FEBRUARY 20, 2018

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. Source: Alex Knight. Why Chatbots?

Chatbots 50

Chatbots Contact Center Benchmark Chief Customer Officer 50

Amity

JANUARY 11, 2017

By connecting its customers with thousands of professional software testers around the world, test IO gives teams near-instant real world test results on any device. Implementing Customer Success Management has revolutionized the way test IO relates to its customers and builds relationships.

Engineering 99

Engineering Management Metrics Feedback 99

JivoChat

MARCH 9, 2021

Inbound sales techniques have transformed the buying process, putting the power in the customer’s hands. With the abundance of marketing materials online, customers no longer need a salesperson to provide the info and guide their purchasing decisions. But don’t think that makes life more difficult for sales teams.

Inbound sales 52

Inbound sales Sales Outbound sales Chatbots 52