ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. These brands know how to get customers to come back again and again. 4 Metrics Your Call Center Needs to Track in 2020 by Ben Ringshall.

Airlines 177

Airlines Customer Service Customer centricity Call Center 177

Beyond Philosophy

NOVEMBER 10, 2014

According to their 2014 US Insurance Shopping study, 28% of the Customers who switched auto insurance providers did so because of “poor experience.”. Your existing customers are far easier to upsell. That’s a much bigger chance that you are going to get to yes if you have a loyal customer base to ask for the order.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Education Services Group

OCTOBER 15, 2020

We were thrilled to sponsor the first annual BIG RYG Customer Success Conference, and have our own Vice President of Customer Success & Operations, Megan Macaluso , included in the list of impressive speakers! (If Finally, a metric that tackles and mathematically pins down the complexity of actual product usage!

Best practices 105

Best practices industry standards Customer centricity Sales 105

PeopleMetrics

FEBRUARY 4, 2015

We’ve written about why we think customer experience is the future of branding , and we’ve given you tips for transforming your workplace into one with a customer-centric culture. But let’s back up a bit and talk about your relationship with customer feedback. Customer feedback makes the customer tangible.

Feedback 107

Feedback Customer Experience Customer centricity Metrics 107

Spearline

OCTOBER 7, 2022

Voice Assure Interstate subjects your customers’ telecommunications journey to a wide variety of testing measures, including latency and conference testing, MS Teams and Cloud PBX voice quality testing, and post-dial connection testing, to name a few. Test global numbers. Test your IVR. The final word. Test, test, test.

Call Center 89

Call Center Interactive Voice Response Telecommunications Call flow 89

Totango

FEBRUARY 5, 2021

Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors. KPIs to Share With Executives.

Customer centricity 72

Customer centricity Metrics Enterprise Feedback 72

RapportBoost

DECEMBER 10, 2018

RapportBoost uses artificial Intelligence to optimize chat conversations in order to drive dramatic and sustained improvements in conversion rate, order size, customer satisfaction, renewal rate, average handle time, first contact resolution rate, agent retention and happiness, and other critical contact center metrics.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Beyond Philosophy

JULY 12, 2016

Namely, the connection between satisfaction and behavior, whether by customers or employees, has been challenged and largely refuted in study upon study. Customer Loyalty on the other hand has two definitions. Employee Engagement: The Domino Effect on Customers. Customer Centric Employee Engagement.

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

ChurnZero

SEPTEMBER 8, 2020

Back in February we felt our first hit in the industry with the cancellation of the beloved SaaStr Annual conference. As a product marketer using @asana , I’m enjoying @AlexanderHood ‘s talk now at #SaaStrAnnual about being customer-centric. What’s scalable is being customer-focused to build the right things!

SaaS 90

SaaS Upselling Customer centricity Education 90

Toister Performance Solutions

OCTOBER 28, 2021

I had just met him at a conference. My research shows there are five major areas where a leader should focus on alignment: Goals: The metrics that define success should propel people towards the vision. Finally, if you have access to LinkedIn Learning, you can view my Leading a Customer-Centric Culture course.

Employee engagement 71

Employee engagement Customer centricity Metrics Customer Service 71

Russel Lolacher

MARCH 2, 2021

Our focus is to be both proactive and reactive in our customer service, providing timely customer responses while also using that qualitative data to inform our content marketing. As a director in your government agency, what are the most important KPIs you use to measure customer experience benchmarks? We have a few.

Government 52

Government Customer Care Transportation Benchmark 52

TeamSupport

APRIL 10, 2020

to a room or conference call full of dead silence. When an agent is working in a low morale environment, they aren’t focused on the customer. Instead, they are worried about clearing the ticket queue or other arbitrary metrics. When this happens, it’s a clear sign morale among the team is at a low point.

Morale 85

Morale Customer Support B2B Customer centricity 85

Eptica

MARCH 11, 2020

Date: Wednesday, March 11, 2020 Author: Pauline Ashenden - Marketing Manager Customer Service in 2020: Reflect, Refocus, Reignite. Without it, no matter how customer-centric your marketing is, the service you provide will not deliver on your promise, undermining the relationship. 4 Christmas customer service lessons from Santa.

Customer Service 72

Customer Service Best practices Customer centricity Marketing 72

Customer Guru

AUGUST 8, 2018

Amanda is a highly experienced customer experience consultant, adviser, and writer. She has helped organizations of all sizes and sectors transform themselves into customer-centric ones. Augie Ray is the Research Director in customer experience for Marketing and CX leaders at Gartner. Annette Franz Follow @annettefranz.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Hodusoft

JULY 19, 2023

Improved Reporting and Analytics: Inbound call center software offers comprehensive reporting and analytics capabilities, providing insight into call volume, agent performance, customer satisfaction, and other key metrics. This empowers agents to provide personalized and efficient service, improving the overall customer experience.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

JustCall

MARCH 8, 2023

With her expertise in employee and customer understanding, retention, satisfaction, engagement, and experience design, Annette is helping companies across the globe deliver better experiences for all their stakeholders. Sue Duris is a customer experience and marketing leader with over 20 years of experience in the B2B sector.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Beyond Philosophy

SEPTEMBER 15, 2015

For those of you that don’t know, Net Promoter Score (NPS) represents the likelihood a Customer would recommend your product or service to other people (i.e., It has become a standard metric used to determine if your Customer Service and Experience improvements are effective.

Banking 383

Banking Telecommunications Consulting Consulting 383

NobelBiz

JUNE 19, 2023

This includes training on using monitoring tools, understanding key metrics, and identifying patterns and trends in customer interactions. Clear Performance Metrics: Establishing clear performance metrics allows supervisors to track and evaluate agent performance in real-time. Consider the following steps: 1.

Call Center 52

Call Center Coaching Contact Center Metrics 52

ChurnZero

MAY 12, 2020

So, the next time you are out walking the dog, running on the treadmill, cleaning the house or doing other tasks that doesn’t require a lot of mental energy, pop in your earbuds, press, “Play” and learn from these Customer Success leaders and SaaS experts. . Host: Jeff Breunsback and Jay Nathan from Customer Imperative.

SaaS 64

SaaS Chief Customer Officer B2B Customer advocacy 64

Chip Bell

JANUARY 19, 2021

They are convinced there is a missed tactic that, if implemented, would have the C-suite camping out in the contact center and inviting customers to board meetings. The meeting was held in a conference room with the entire marketing leadership team. “We They needed combined perspectives to figure out it was an elephant.

Customer centricity 40

Customer centricity Finance Consulting Consulting 40

Eptica

FEBRUARY 5, 2020

As the ICS points out, this has a key impact on businesses, in three areas: Brands that have a higher than average UKCSI score outperform their rivals that score below average on metrics such as revenue per employee (by 114%) and gross margin (by 4.9%).

Customer centricity 72

Customer centricity Marketing Metrics Surveys 72

CustomerSuccessBox

APRIL 6, 2022

Delivering an “aha” moment to a customer entails going the additional mile or going out of your way to express your gratitude and acknowledge the importance of your customer. This does not imply joining a conference call a few minutes early. Three Customer Success aha Process Creation Examples: 1.

Accountability 52

Accountability Customer centricity Personalization Analytics 52

C3Centricity

APRIL 2, 2018

Lack of alignment on important metrics. If you want to learn more about what they are doing, check out the discussions on the topic in last year’s ESOMAR conference in Amsterdam. For a truly customer-centric organisation these may include: Market and category shares. Customer profiles.

Marketing 70

Marketing Metrics Customer centricity Best practices 70

Dialer 360

JUNE 22, 2023

Implement security measures to protect customer data and ensure compliance with data. Establish Operations and Quality Assurance Define your call center processes, workflows, and performance metrics. Implement effective call routing strategies to ensure efficient handling of customer inquiries.

Call Center 39

Call Center Telecommunications Interactive Voice Response outsourcing 39

customer sure

JUNE 7, 2023

Earlier this year we exhibited at the Institute of Customer Service (ICS) Annual Conference, alongside a range of esteemed customer service / experience peers and experts. By a long shot, the most common question we were asked at the conference - and are asked a lot day-to-day. And we can see why.

Benchmark 62

Benchmark Surveys Feedback Customer centricity 62

Natalie Petouhof

JUNE 9, 2016

Back to the conference, @jasonlsilva gave a wonderful talk on perception, change and our ability to redefine the meaning of a billionaire to one that helps a billion people. It is the era of customer experience being the number one metric all CEOs and CFOs need to pay attention to. Covering customer-facing applications.

Technology 45

Technology CRM Customer centricity Analytics 45

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? To remember why we do our jobs in the first place: the customer.

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

delighted

MARCH 15, 2019

First things first - what is a voice of the customer (VoC) program and why should you have one? A VoC program is the way a company gathers, analyzes, and acts on customer feedback to create a customer-centric culture. Depending on your business, there are likely multiple ways for a customer to interact with you.

Surveys 74

Surveys Benchmark B2B Feedback 74

ChurnZero

AUGUST 30, 2019

Our very own CEO, You Mon Tsang, had a part of the action and was one of the conference mentors and organized a Super Braindate on – Customer Success for the C-Suite: Why Churn Matters. Customer Success Around the Web. We are happy to say it was a great event all around.

SaaS 40

SaaS Customer centricity Sales Metrics 40

SmartKarrot

FEBRUARY 8, 2022

Apply here: [link] Role: Customer Success Manager UK&I Location: London, England, United Kingdom (Hybrid) Organization: Ardoq As a Customer Success Manager, you will lead strategic dialogues with customers through virtual conference meetings, emails, and in-person conversations. Understand the customer use case.

Upselling 19

Upselling B2B Customer centricity SaaS 19

ClearAction

MARCH 22, 2024

Controlling Touchpoints Model for CX is a Team Sport CX is a Team Sport surfaced as the theme from the 2024 Customer Experience West Conference in British Columbia, Canada. In the 2024 CX West Conference: “The key message from every panel was this: The revenue team that connects the most dots wins the customer.”

Chief Customer Officer 62

Chief Customer Officer Customer centricity Airlines Metrics 62

ChurnZero

NOVEMBER 22, 2019

I am soooo excited to announce BIG RYG , ChurnZero’s inaugural industry and user conference built for current and future leaders in Customer Success. If you are a ChurnZero customer, there will also be a half-day customer-only training / event the day before on October 7, 2020. How are we doing this conference?

Chief Customer Officer 17

Chief Customer Officer Education Upselling Customer centricity 17

aircall

MAY 21, 2021

You have to do more than read about them, analyze them, and talk about them during a conference call. It requires taking action—the kind of action that places your customers’ needs first and adapts to meet their expectations. Elements That Prevent You From Being Customer-Centric. Context-driven responses. Siloed systems.

Journey mapping 62

Journey mapping Sales CRM Call Logging 62

Russel Lolacher

NOVEMBER 28, 2022

And you know, it’s through that that newsletter, we can actually see through the metrics behind the scenes. The public sees it from the outside looking in going, Oh, good, they’re engaging, they’re customer centric. And it’s been consistently like that for almost a year now. Russel Lolacher.

Government 98

Government Employee engagement Management Personalization 98

ChurnZero

DECEMBER 20, 2019

As a result, companies are investing more time and money in training their C S teams to have more customer-centric conversations. . Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

C3Centricity

SEPTEMBER 12, 2016

I had the privilege of being the keynote speaker at IIEX-Latam in Lima and decided to take time off to visit the country after the conference. How glad I was that I took that decision, because I discovered that Peruvians are experts in customer delight! They are happiest when they are delighting their visitors. You’re welcome.

Airlines 91

Airlines Coaching Banking Customer centricity 91