Influitive

MAY 17, 2021

With it came significant growth in survey and feedback activity completions, the number of engaged members and nearly $16 million in generated ROI. Read on to dig into April’s data and customer examples. The post Influitive’s Key Customer Advocacy Insights: April 2021 appeared first on Influitive.

Customer advocacy 10

Customer advocacy Surveys Feedback Best practices 10

CX Accelerator

FEBRUARY 12, 2018

To be able to know and understand what customers want, companies must listen to their customers. That’s why companies are implementing some type of voice of the customer (VoC) program. This unsolicited feedback data can come from three places. So… What can companies do to improve their voice of the customer success?

Feedback 140

Feedback Surveys Customer advocacy Customer effort 140

GetFeedback

JANUARY 15, 2020

Our first interview is with the amazing Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. . When she joined she was a one-woman team running Voice of the Customer (VoC); now she leads BRP’s global customer advocacy efforts. . We collect and analyze customer feedback.

Customer advocacy 60

Customer advocacy Self service Coaching Feedback 60

Lumoa

APRIL 22, 2020

This means you don’t have enough actionable data to improve your Customer Experience (CX). On the other hand, maybe customers are sharing their thoughts and feelings with you, but you don’t know how to act on it! You’re overwhelmed with a flood of amorphous feedback that leads you nowhere fast. Neither situation is good.

B2B 83

B2B Surveys Feedback Customer advocacy 83

Toister Performance Solutions

AUGUST 22, 2017

A question posted on the Inside Customer Service LinkedIn group recently caught my attention. Celeste Peterson, a Customer Advocacy Supervisor at Palo Alto Software, asked: What do you think are the most important metrics to track for a small customer service team? Palo Alto Software's Customer Advocacy Team.

Metrics 68

Metrics Customer advocacy Feedback Accountability 68

Playvox

FEBRUARY 13, 2023

Beyond evaluation scores, it also focuses on coaching and includes processes to maintain the integrity of the feedback, like calibration. With sky-high customer expectations and the increasing use of digital channels, keeping service quality high is no easy task. It’s not enough to stick to managing quality at the operational level.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

NobelBiz

NOVEMBER 13, 2023

Additionally, these satisfied customers become brand advocates, spreading positive word-of-mouth and attracting new customers to the business. This organic growth through customer advocacy further contributes to revenue growth. The customer in average his subscription 3 years.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

CustomerSuccessBox

JUNE 24, 2022

User engagement strategy forms the foundation of customer success management, and this user engagement journey continues throughout the lifetime of the customer. Post-sales, as you begin defining the customer success journey. For example, onboarding becomes the first test of the user engagement strategy.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

Toister Performance Solutions

DECEMBER 2, 2021

They're able to tap into their experiences as gardeners when advising a customer on how to grow a bumper crop of tomatoes or resuscitate a dying houseplant. A third benefit is customer advocacy. Employees at Slack become customer advocates by using the product every day. My last visit to REI was a perfect example.

Customer advocacy 124

Customer advocacy Finance Customer centricity Sales 124

CustomerSuccessBox

DECEMBER 1, 2021

Demand Feedback and Respond. Feedback clears up the air and creates a clear picture of how users use the software, their pain points and bugs if any. Once the user connects, it’s best to respond to that feedback personally. Suggested Read: Customer Advocacy guide. 2 Reinstate What You Heard.

SaaS 52

SaaS Customer advocacy Feedback Surveys 52

Amity

MARCH 1, 2018

But the great news is that we made a helpful infographic to inform you on things you can do to power up your Customer Health Score and NPS program when you integrate a customer feedback platform with your Customer Success Platform. DON'T Say goodbye to your customers too soon. You may lose customers if you lag.

Customer advocacy 73

Customer advocacy Surveys Upselling Feedback 73

COPC

NOVEMBER 13, 2018

While the research uncovers many intriguing insights, the most powerful propellant for the notion of hugging your haters is this: Answering complaints increases customer advocacy across all customer service channels, and, conversely, not answering complaints decreases customer advocacy across all customer service channels.

Customer advocacy 45

Customer advocacy Feedback Customer Experience Management 45

Totango

OCTOBER 13, 2020

Each of these people might have different goals, which is why strong customer relationships and leveraging Voice of Customer information to create customer advocacy is critical. Use surveys like NPS to help gather customer sentiment. Gather Customer Sentiment Regularly. Customers Are the Best Advocates.

Customer advocacy 62

Customer advocacy B2B Enterprise Feedback 62

Totango

NOVEMBER 21, 2019

Gather all your data, then combine individual metrics to create an overall picture of the customer base. . You can also break customers out into NPS segments to identify trends. For example, are low-scoring customers using older software versions? Think about how you engage customers. Collect customer feedback.

Best practices 91

Best practices Metrics Education Customer advocacy 91

Totango

OCTOBER 29, 2019

You’ll see how valuable these skills are when your customer success team drives retention, lowers churn, and collects customer feedback. Tips for Building a Customer Success Team. Customer success is about proactively taking every possible step to help customers see value when using your product. Onboarding.

Upselling 61

Upselling Feedback Customer advocacy Accountability 61

Amity

JULY 4, 2017

But there’s even more you can do to power up your Customer Health Score and NPS program when you integrate a customer feedback platform with your Customer Success Platform. We’ll feature examples from the Wootric-Amity partnership. You can’t save a customer, and they churn. Take action.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

Nicereply

MAY 26, 2020

A strong work ethic, teamwork, flexibility are all examples of soft skills. If you’re looking at customer service job postings , you might see a mixture of hard and soft skills listed in the requirements. You could even go non-conventional and include quotes from your customer’s feedback surveys on your resume.

Customer Service 105

Customer Service Customer advocacy Technical Support Feedback 105

CustomerSuccessBox

JUNE 13, 2022

Customer intelligence insights aid in the development of a stronger customer retention strategy and the satisfaction of customers. Learn how to supercharge your customer advocacy. Customer Intelligence data can help you gain a better understanding of the market. Keeping an eye on the market’s moves.

Customer centricity 52

Customer centricity SaaS Analytics Customer advocacy 52

AskNicely

AUGUST 5, 2018

This is the latest in an innovative series where we drop into customer-obsessed cities to invite exciting brands to come and share an intimate night of storytelling about how they build legendary customer experiences, culture, and customer advocacy into their brands. Portland’s most customer-obsessed brands.

Real estate 60

Real estate Customer advocacy Feedback Surveys 60

CX Accelerator

MAY 8, 2018

The stories your customers tell every day are an authentic and real-time source of information to allow you to keep meeting those expectations. While customers might not have the time or want to go to the effort of providing feedback via formal channels, your agents can help to fill that gap.

Contact Center 160

Contact Center Customer advocacy Morale Education 160

Kayako

JULY 30, 2018

Content Marketing Ideas for Incredible Customer Experiences. After years of building customer success teams and programs, it seemed natural to take on my next challenge – build a global customer advocacy strategy. If not, what’s holding you back from these powerful opportunities to engage with your customers?

Marketing 50

Marketing Customer Experience Customer centricity B2C 50

GetFeedback

JULY 25, 2018

These increasing customer expectations are likely a side effect, at least in part, of startups who are coming in and sweeping up. Take, for example, e-commerce startup Brandless. Omnichannel support means supporting customers across multiple channels (like email, phone, and live chat). Closing the Feedback Loop.

SaaS 60

SaaS Feedback Surveys B2C 60

inSided

SEPTEMBER 22, 2022

You wouldn’t believe the amount of time spent on these, until you no longer have to—effectively freeing up time for your CSMs to spend on high-value conversations with customers that actually need their help. A good example of this is onboarding courses. Community with and for customers.

Education 59

Education SaaS Accountability Best practices 59

ChurnZero

DECEMBER 2, 2021

It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. Amy Manning , VP of Customer Success, LawGeex. Be a good (not perfect) example for your Customer Success team. Build customer personas for your advocacy program. “I Jessica Jurmann , Director of Customer Success, G2.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

OctopusTech

JULY 21, 2023

However, without any appropriate strategies for customer master data management, this wealth of information will always be unused. For example – How long a user was on your website before making any purchase can be counted in the customer data. How To Select A Customer Data Platform (CDP)?

Best practices 62

Best practices Management Upselling Sales 62

OctopusTech

APRIL 29, 2022

You should respond to their requests immediately and solve their problems on priority and as a result, those customers will be more likely to purchase products from your company in the future as they will feel like you have invested in their success. Encourage customer advocacy. Create freemium offers.

Gamification 62

Gamification outsourcing Customer retention Customer advocacy 62

aircall

JUNE 30, 2021

Calculating customer retention is a fairly straightforward process. It only requires the following information: Number of customers who made more than one purchase in a specific period . Shopify, for example, recommends that businesses look at an entire year to gain a better insight into their customer retention rate.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

Nicereply

JANUARY 17, 2024

For example, consider a question like, “Do you find the product useful and affordable?” Common examples of a double-barreled question Double-barreled questions often sneak into surveys unnoticed. Below are some typical examples, along with the common characteristics and red flags to watch out for.

Surveys 59

Surveys Feedback Customer advocacy Customer Service 59

Amity

JUNE 20, 2016

Account Managers are assessed by renewals (and sometimes expansions) in conjunction with Customer Success Managers. In addition to general adoption, CSMs often look for signs of healthy customers early on through gathering CSAT feedback after they have had a chance to use a product for a few months.

Management 69

Management Metrics Customer advocacy Accountability 69

AskNicely

OCTOBER 1, 2018

How to Choose The Best NPS Software For Your Customer Feedback Program. You understand NPS best practices and have a plan in place to create an awesome program that will automate voice of the customer and parlay that into advocacy. You are ready to go from customer conscious to customer powered. Integration.

APIs 60

APIs Surveys Best practices CRM 60

CSM Practice

MAY 22, 2022

Customer Success Framework or customer success plan must be personalized to the customer group as well as the stage of the customer journey the customer is in. Customers who adopt your product and realize the value it offers like to stick with it.

Brand ambassadors 59

Brand ambassadors SaaS B2B Customer retention 59

ChurnZero

MAY 20, 2021

For Customer Success teams, the data they need (in order of importance) includes CRM data (basic account details, closed-won opportunity details), product usage data (login history, time-in app), engagements (responsiveness, product feedback), support history (ticket volume, open bug duration), and payment history (unpaid invoices).

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

Totango

AUGUST 21, 2020

Customer success focuses on the customer journey as a whole and puts CX into the context of the customer’s overall needs and business goals. Account Management Vs. Customer Success. Investing in customer success means investing not just in your customer’s success, but in that of your enterprise.

Enterprise 78

Enterprise Customer centricity Accountability Customer advocacy 78

Education Services Group

AUGUST 25, 2023

The meme provides hilarious examples of how in “ the latest viral TikTok trend, young women are explaining money habits or spending choices that make no mathematical sense. Such as if you buy anything that costs less than $5, it isn’t real money because, at that price, it’s practically free.”

SaaS 52

SaaS Sales Journey mapping Feedback 52

SmartKarrot

NOVEMBER 14, 2022

As a Director of Customer Success, you will create efficient processes for managing all pre- post-sales technical support; including phone & e-mail support, lab-based troubleshooting, knowledge database, and interface with CRM. Establish both leading and lagging KPIs to enhance customer advocacy.

Technical Support 19

Technical Support Customer advocacy Engineering Upselling 19

SmartKarrot

MARCH 28, 2022

Employee advocacy. An example of this is a how-to video created about a product. Customer advocacy. This type of advocacy marketing encourages existing customers to share their experience with the product. Advocacy Marketing: Excellent examples. This is not an example of a brand or a business.

Marketing 10

Marketing Customer advocacy B2B Advertising 10

Help Scout

JUNE 5, 2019

How is customer-centric marketing unique? Maybe you’re thinking that customer-centric marketing sounds pretty similar to how you already do things in your company. You do user research, collect customer feedback, and think about how to convert prospects to customers by speaking their language. Customer advocacy.

Customer centricity 40

Customer centricity Marketing Feedback Customer advocacy 40