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Why Too Many Organizations Do Not Take Customer Complaints Seriously

Beyond Philosophy

As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. Christine writes, “Our organization does not take complaints or our Voice of the Customer program seriously. It drove me mad.

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Becoming a Customer-Centric Organization

CSM Practice

The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This responsibility is not limited to the CSM (Customer Success Manager) alone, a company-wide disposition to customer satisfaction is crucial to customer success.

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Content Marketing Ideas For Incredible Customer Experiences

Kayako

After all, who better understands customers than someone who has been working with customers from the moment they are in their final stages of purchasing a product, to onboarding and through expansion and renewal opportunities. Wootric, WalkMe, and other survey platforms are great for this. However, it’s not that easy!

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New Data Reveals How Critical Customer Service KPIs are Enhanced by Visual Assistance Technology

TechSee

Remote consultation: technicians requiring further support in the field can consult with a remotely located expert. The prevalence of consumer returns of non-defective electronic devices represents a massive pain point for electronic brands and retailers as this 2019 TechSee survey reveals. Click here for the full report.

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Fast-Track Your First Call Resolution FCR in 9 Easy Steps

NobelBiz

Key Takeaways: You have to pinpoint the exact reason for a low FCR Your call center should be a customer-centric business Proper ongoing agent training and monitoring Call center technology has evolved to deliver proper performance levels, quality, and FCR enhancement. Analyze customer comments. Review call records and logs.

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Expansion Selling: A Proactive Data-Driven Strategy Framework

CSM Practice

Quantitative data is often readily available but underutilized for customer expansion campaigns. Support data trends, if properly tracked, can reveal which customers to target for additional training packages. WATCH this video “Data-Driven Expansion Selling Strategy Framework”: [link]. Related Links.

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How to Launch the Best Voice of the Customer (VoC) Program

GetFeedback

It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. Net Promoter Score (NPS).