Case Study: How Debitsuccess Improves Customer and Employee Retention with NPS

AskNicely

With humble beginnings in the fitness industry, they have grown dramatically to offer billing, customer call center management, and collections in all kinds of industries. That’s 22 million opportunities to get the customer experience right — or wrong. A key requirement for their success is to get customer feedback into the right hands at the right time. What made makes Debitsuccess an interesting study in NPS is their detailed segmentation strategy.

Chief Customer Officer: Roles and Responsibilities of the Modern CCO

SmartKarrot

When it comes to customer success, there are various roles in an organization. But this blog is specifically about Chief Customer Officer (CCO). Chief Customer Officer (CCO) is the highest position in the customer success department in any organization.

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CS Career Guide: Customer Success Job Titles, Descriptions, & Salary

ChurnZero

With Customer Success being one of the top emerging departments in software companies around the globe, you might be considering a career in this industry, but you also might be wondering which role is right for you. . Chief Customer Officer. Customer Success Manager.

Amazing Business Radio: Jeanne Bliss

ShepHyken

Deliver a Customer Experience That Would Make Mom Proud. Would your customers agree that your service is so good, you’d make mom proud? The “Make Mom Proud” Standard for How to Treat Your Customers , and discusses her book and the art of making customers happy. ? ?. Because customers first interact and communicate with a company’s employees, businesses must first have happy employees. Bliss discusses the need to be fair and not take advantage of customers.

How to measure value realization

ChurnZero

As a customer, how do you decide whether a business has earned your loyalty? As a vendor, value realization affects customer loyalty and retention, customer satisfaction, referrals and recommendations, and opportunities to upsell. Your customer has seen the product’s value.

5 TOP Resources for Your Customer Success Team

ClientSuccess

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 State of Customer Experience: 3 Important Stats You Need to Know

Answer Dash

I’m excited to share that I’ve partnered with Oracle on a research study that takes a cross-generational look at customer preferences, behaviors, and expectations. We’ve included plenty of stats and insights to help you understand this journey and build appropriate strategies to accommodate your varying customer needs. As I shared in the many case studies in my latest book, Would You Do That To Your Mother?

CX Lessons from Jeanne Bliss Part 1 – The Dorchester Hotel Collection

Enghouse Interactive

Five-time Chief Customer Officer Jeanne Bliss is an industry expert in customer-centric leadership and a noted author and speaker. Here in the first of two guest posts she shares inspirational case studies from her latest book Would You Do That To Your Mother? The book is based on the simple idea that you need to take how you are treating customers personally if you want to elevate the experience.

Watch Jeanne Bliss’s Webinar: How to Provide Customer Service That Would “Make Mom Proud”

Kayako

Customer experience expert Jeanne Bliss joined us for a webinar where she spoke with us about her new book ‘Would You Do That to Your Mother’, and how businesses can provide customer service that would quite literally “make mom proud!”. Make Mom Proud” companies give customers the treatment they desire, and employees the ability to deliver it. She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer.

Recorded Customer Success Webinar: 5 Strategies of Top Performing Customer Success Teams

ClientSuccess

ClientSuccess hosted Jamey Jeff, Managing Director of Customer Success Solutions of Coastal Cloud , for this month’s customer success webinar series: 5 Standout Strategies of Top Performing Customer Success Teams. These 5 standout strategies are backed by data and research found in the 2018 Customer Success Industry Report. Jamey Jeff, the webinar presenter, is a former Chief Customer Officer with over 20 years experience as a client services executive.

CX Lessons from Jeanne Bliss Part 2 – Alaska Airlines

Enghouse Interactive

In the latest in our series of guest posts, noted customer experience author and speaker Jeanne Bliss is sharing two of the case studies from her latest book Would You Do That To Your Mother? Jeanne’s second blog looks at why the human touch is a vital part of the customer service process. Delivering this consistently means trusting and empowering your people, as this second case study from Alaska Airlines shows. #2:

Reducing Churn at Scale Using the ChurnZero Integration with HubSpot

ChurnZero

Improving Customer Retention and Account Management with the ChurnZero and HubSpot Integration. In a world where every Sales, Marketing, and Customer Service interaction is collected as a data point using software like HubSpot, reducing customer churn has become a science.

Your Game Plan for Customer Retention During Uncertain Times

ChurnZero

As businesses are thrust into uncharted territory, figuring out how to navigate customer retention strategies to minimize churn will determine their survival. 1. Optionality: Uncover your customer’s needs. 2. Connection: Talk to your customer.

Improve CX Metrics with Cloud Communications

8x8

Do customers hear this when they reach your contact center? You’ve trained your agents and given them the tools they need to answer customers’ questions and resolve issues. Every time agents get a new contact, their desktop displays customer-relevant information. According to a major new study by Aberdeen Group, it’s time to unify the contact center with the rest of your enterprise. Your customers aren’t transferred or forced to endure long hold times.

Improve CX Metrics with Cloud Communications

8x8

Do customers hear this when they reach your contact center? You’ve trained your agents and given them the tools they need to answer customers’ questions and resolve issues. Every time agents get a new contact, their desktop displays customer-relevant information. According to a major new study by Aberdeen Group, it’s time to unify the contact center with the rest of your enterprise. Your customers aren’t transferred or forced to endure long hold times.

Improve CX Metrics with Cloud Communications

8x8

Do customers hear this when they reach your contact center? You’ve trained your agents and given them the tools they need to answer customers’ questions and resolve issues. Every time agents get a new contact, their desktop displays customer-relevant information. According to a major new study by Aberdeen Group, it’s time to unify the contact center with the rest of your enterprise. Your customers aren’t transferred or forced to endure long hold times.

The Top Customer Service Conferences to Attend in 2020

Fonolo

Wondering what customer service or contact center conference to attend in 2020? Particularly in an industry like customer support, it’s so important to be around people who are working on the same things and can understand what it’s like to be in our shoes. Customer Contact East, Ft.

Book Review – On Purpose – Delivering a branded customer experience people love

ijgolding

That is why I also advise people that I am a Customer Experience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism. As recently as June 2015, I wrote a review of the new offering from Chief Customer Officer ‘guru, Jeanne Bliss – (Chief Customer Officer 2.0)

Top 20 Customer Service Blogs You Have to Read in 2020

Fonolo

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

8 Powerful Customer Experience Bloggers You Need to Watch in 2018

Fonolo

For trusted, richly informative, and dynamic articles on customer experience tips and trends, we strongly suggest you turn your attention towards these trusted bloggers nay, industry leaders. This fabulous bunch will enrich the lives and careers of customer experience professionals, all through the power of their wisely written words. Bliss is a fitting last name for the Founder and CEO of CustomerBliss , which focuses on improving the lives of customers in any industry.

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40 Best Customer Service Books We’d Recommend to Support Operators

ProProfs Chat

It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them. Create better customer loyalty programs.

2019 Contact Center Conferences

VHT

CCW: Customer Contact Week – Austin, TX – Dates TBD. The 2018 conference was held at The Mirage in Las Vegas and featured business / real estate mogul Barbara Corcoran from Shark Tank as well as other top customer service industry executives from companies such as Uber, Chewy.com, Samsung and more. This conference is known to drive attendees’ motivation through intimate working sessions, amazing case studies and informative tours. Can you believe it?

Highlights from TSW Las Vegas 2019

Squelch

Hosted by the Technology Services Industry Association (TSIA), the event brought together thousands of technology and services company leaders to share strategies and solutions for meeting rising customer expectations. In this case, I’m talking literally — a golf ball featuring the Squelch name and logo to be exact. Well, just as today’s companies must consider the experience of customers across all interactions, we wanted to ensure a positive experience for conference attendees.

Focus on the Frontline: How to Enable Your Team to Do Their Best Work [Webinar Transcript]

Branch Mesenger

Jeanne Bliss, author of "Would You Do That To Your Mother" joined us to explain how these important maternal lessons can help positively shape your customer service and empower frontline employees. Jeanne Bliss is a best-selling author and an expert on customer-centric leadership. She pioneered the Chief Customer Officer role and has deeply applied her experience in writing and research from time spent working at companies including Allstate, Coldwell Banker, and Microsoft.

Top 30 Customer Service Books Every Team Needs to Read

Comm100

Sometimes we learn important customer service skills through training, or through years of hard-earned experience. But we still want you to be able to take advantage of the books that can transform your current customer support operations. For this reason, we’ve compiled a list of 30 excellent customer service related books, separated by comprehensive categories so you can find exactly what you need in record time. Customer Experience 3.0: Customer Service

7 Customer Marketing Strategies to Increase SaaS Retention

ChurnZero

But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. Sure, you won customers over to get the initial purchase, but what about your post-sale courting? The Forgotten CSM: Customer Success Marketing.

SaaS 53

20 Customer Success Predictions for 2020

ChurnZero

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Customer results will sell, not features. Vanessa Hannay , Director of Customer Success, Muck Rack .

How to Sell Customer Success Software to the C-Suite: A Guide for Customer Success Leaders

SmartKarrot

If you are a customer success leader who’s being forced to use a sales tool that wasn’t built for you in the first place, we get you. how to sell your customer success tool to them. The Impact of selling a customer success software to the C-suite. Reinvent customer relationships.

Call Center, Contact Center and Customer Experience Events – May 2018

Taylor Reach Group

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. And learn more about exciting new technology that’s revolutionizing customer experience. Come to Lego to learn and see how they provide global customer support an a daily basis – and how they have ingrained a culture of customer support into their processes and training.

6 Things You Can Do to Advance Your Career in the CX Profession

CX Journey

Image courtesy of Pixabay What can I do to advance my career in - or to get started in - the customer experience profession? The more people we can have on the customer's team, the better. Build your personal brand Whether you're just entering this field or looking to advance your career, having a personal brand that speaks to your passion and expertise in customer experience will take you far. Build the business case for customer experience.

6 Essential Tactics to Create a Persuasive Business Case

ChurnZero

There’s still a dire need to keep pursuing your key initiatives (albeit revised), especially for Customer Success teams who play the most influential role in retaining business—the highest priority of every company for the foreseeable future. They summarize McCormack’s case: “From an early age, we’re taught to measure our success on word counts and page lengths. The key is to work backwards from your audience’s main objectives to match your business case.

A Practical Framework to Calculate Customer Maturity Index

Amity

In the first two parts of this blog series, we argued that while Customer Health Score (CHS) is a helpful metric it is insufficient to address opportunities and challenges with your customers. We suggested that a new metric that we coined Customer Maturity Index (CMI), is essential to enable a much clearer and crisper picture of your customer and what is needed to ensure their and your success. Step 3: Calculate the Customer Maturity Index.

How to Sell Better Customer Service to Your Board

Kayako

You’ve been hired as a customer service manager, tasked with delivering great customer service. Customer service is a cost-center, it doesn’t impact earnings, and investing money into it is like pouring money down the drain… isn’t it? You know that exceptional customer service has more impact on the rest of the business than your colleagues realize. You know that customer feedback helps build a better product.

CS in Conversation: Focus on Adoption to Demonstrate the Need for Customer Success

Amity

Amity had the good fortune of sitting down with a pioneer in Customer Success, Paul Teshima the original SVP of Customer Success (circa 2005) at Eloqua – now the Founder and CEO of Nudge Software , to talk about demonstrating the need for Customer Success. This could explain a lot about Customer Success and the scramble to define it, staff it and fulfill it. Amity: You were a pioneer in the Customer Success – how did you break ground?

Dec 24 – Customer Success Jobs

SmartKarrot

Director, Customer Success Location: New York, NY, US(or remote in the East Region) Organization: Box As a Sr. Director of Customer Success, you will lead a team of high performing, geographically dispersed CSMs. Managing customer expectations to ensure successful outcomes are reached.

Top 10 Customer Success Books

SmartKarrot

are available on the subject of customer success. We have put together a list of the top 10 customer success books to help understand and learn more about this subject through the perspective of the thought leaders and experts in this field. Chief Customer Officer 2.0: