Natalie Petouhof

DECEMBER 9, 2022

Welcome to the DCX podcast, where I interview leaders in the customer experience base about how digital is changing the landscape and how you can leverage these changes for success in your business. in high energy particle physics – her first job made her realize how customer-centric she was (1:03).

Customer Experience 52

Customer Experience Construction Customer centricity Technology 52

CSM Magazine

APRIL 18, 2024

Proactive, informed customer support shifts from a luxury to a crucial element in bolstering donation levels. Now, let’s explore how harnessing data in customer support can enhance nonprofit donations. The Symbiosis of Customer Support and Donation Growth Consider your last interaction with a charity you support.

Customer Support 52

Customer Support CRM Analytics Benchmark 52

Amity

JANUARY 30, 2019

In a previous post we tackled the question of ‘what is customer success?’ ’ In case you didn’t read it, or need a refresher, our definition of Customer Success is proactive enablement. This is the high level 100,000 foot overview of what Customer Success means to us.

Education 61

Education Engineering B2C Technical Support 61

ChurnZero

JANUARY 26, 2022

Improving Customer Retention and Account Management with the ChurnZero and HubSpot Integration. From a Customer Success and Marketing perspective, optimizing the customer experience might look like exploring support tickets, talking to customers, and running reports on recently churned customers to find out why.

Customer retention 97

Customer retention Chief Customer Officer Accountability SaaS 97

GetFeedback

FEBRUARY 17, 2020

You can learn a lot about your customers by asking one simple question: On a scale of 1-10, how likely are you to recommend us? . This question is the most basic NPS question and it can yield powerful insights about customer loyalty at key stages of the customer journey. NPS is a key indicator of customer loyalty.

Surveys 78

Surveys Feedback Benchmark Accountability 78

Aria Solutions

MARCH 31, 2020

As we’ve come to know that understanding our customers and meeting their needs is one of the key building blocks for this new decade, it has also become one of the most competitive areas in business. Two-thirds of businesses surveyed report that they compete mainly on customer experience. The 5 Pillars of the Modern Contact Center.

Contact Center 62

Contact Center Agent burnout Self service Chatbots 62

Amity

OCTOBER 5, 2016

Amity decided to sit down with David Apple , Director of Customer Success at Typeform, to learn about the structure and culture of Customer Success in this fast-growing startup, and to find out how it has evolved since its beginning 3 years ago. I got lucky! So I was just at the right place at the right time!

Education 129

Education Metrics Accountability Sales 129

CustomerSuccessBox

MAY 24, 2022

To achieve success in a quick time it is essential to have training in place. Especially in a subscription-based model, where customer retention is built into the business model, losing a customer shouldn’t be due to little or no understanding of how your product works for them. Organization just starting out.

Education 52

Education Customer retention Consulting Consulting 52

Talkdesk

JANUARY 2, 2020

After placing in the Leader quadrant of the 2019 CCaaS Magic Quadrant for North America , Talkdesk is atop the list of customer service vendors in Prepare for the Impact of a Consolidating Customer Service Technologies Marketplace. Process Orchestration: support for more and more complex and personalized customer engagements.

Customer Service 66

Customer Service Multichannel Self service Contact Center 66

ChurnZero

FEBRUARY 1, 2022

Acquiring and keeping new customers is obviously at the core of running any successful business, and one thing about it is certain: for customers to keep using your product, they have to like it. When you pursue product-led growth from a Customer Success angle, you’re even more likely to build up that customer loyalty.

Metrics 98

Metrics Feedback Advertising Customer centricity 98

JivoChat

FEBRUARY 5, 2023

Automation has always been at the heart of scaling any business. Here are a few different ways that automation can help you scale your business. Improve the customer journey with things like chatbots to provide automatic, 24/7 support. Now, customization can happen at the individual level.

Chatbots 75

Chatbots Sales Analytics CRM 75

ClientSuccess

NOVEMBER 11, 2021

In Part 1 of the customer marketing series, we discussed how CSMs can advocate for their customers through customer success stories and reference programs. Through this kind of advocacy work, CSMs can help customers share their stories, thank them for their partnership, and leverage success as a sales tool.

Marketing 52

Marketing Best practices Surveys Analytics 52

JustCall

NOVEMBER 22, 2023

It’s a clear reflection of why businesses have started making sure that their customer service agents are performing at their best. And this isn’t just about being nice on the customer calls. The Challenges of a Cluttered & Complex Agent Tech Stack When it comes to customer experience , things can get tricky real fast.

Agent burnout 52

Agent burnout Upselling Coaching Contact center software 52

Tethr

APRIL 23, 2020

As businesses are more closely scrutinizing how they can continue to run their operations and deliver positive customer service, they are also examining their CX strategies. CX, or customer experience, is a customer’s entire journey with your brand. Without customers, there is no business. CX drives revenue.

Customer effort 65

Customer effort Surveys Customer Experience Metrics 65

Call Experts

NOVEMBER 10, 2022

It can transform a business and make it accessible to customers around the clock. Many customers prefer or need to contact businesses after regular business hours. Having an after-hours answering service means you can provide superior customer service around the clock. What is an After Hours Answering Service?

outsourcing 59

outsourcing Answering services Business Process Outsourcing Contact Center 59

Talkdesk

DECEMBER 30, 2020

As we transition to a new year, it’s time to reflect and be grateful for everything Talkdesk achieved in 2020: launching 20 products in the first 20 weeks of 2020, announcing the successful closing of our Series C funding of $143 million, and being recognized again as a Leader by Gartner.

Contact Center 83

Contact Center contact center solutions Cloud contact Enterprise 83

Netomi

MARCH 21, 2023

From product recommendations to one-on-one personal shopping and customer support to order management, the use cases for ecommerce chatbot solutions are endless. There’s a healthy new pipeline of digital-first retailers built on the idea of customer-obsession and seamless end-to-end experiences. Here are our favorite use cases: 1.

Chatbots 52

Chatbots Entertainment Personalization Virtual Agent 52

ChurnZero

JANUARY 20, 2022

As a Customer Success leader, you know you should invest more time and resources into planning and executing the long-term initiatives your team needs to scale. Rod Cherkas, CEO of HelloCCO, joined us for a webinar to share his approach to ensure your Customer Success team stays ahead of your company’s growth.

Sales 52

Sales Finance Metrics Best practices 52

Education Services Group

JUNE 22, 2020

What do you know about your customers’ health? I’m talking about understanding your customers adoption of, and reliance on, your product. Healthy customers are enthusiastic users who value your company, have incorporated your product into their everyday workflows, and therefore have a low level of churn risk.

Metrics 52

Metrics Construction Engineering Analytics 52

Customer Relationship Metrics

JULY 26, 2017

This results in higher profits, lower costs, higher customer retention and referrals. Showing a genuine concern for customers’ needs, positive tone, and active listening are all critical to a customer’s perception of contact center service quality. Customer Disruption. Is it really? Click to Tweet.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

CustomerSuccessBox

FEBRUARY 23, 2022

You’ve made the decision to start a Customer Success department at your B2B SaaS company. Isn’t it because you want your customers to get more out of your product? In other words, with a Customer Success strategy. As you gain some experience, optimize your customer success plan.

Journey mapping 52

Journey mapping SaaS Upselling Accountability 52

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not. How to overcome those challenges?

Customer Experience 129

Customer Experience Customer centricity Education Consulting 129

CSM Practice

MAY 22, 2022

A profitable Customer Success framework is built on the various stages that a customer goes through in his/her relationship with your business. On the other hand, Customer Experience, which is an important component of Customer Success, is created at every level of the contact between the customer and vendor. .

Brand ambassadors 59

Brand ambassadors SaaS B2B Customer retention 59

Sykes

APRIL 29, 2020

SYKESHome agents are hand-picked (with an overall hire rate of just 2%) and trained to offer exceptional customer care experiences using technology that’s tailored for remote functionality. Due to COVID-19, countless companies are adjusting to social distancing government ordinances by employing home-based workforces.

Government 52

Government Customer Care Enterprise At home agents 52

Sykes

APRIL 29, 2020

SYKESHome agents are hand-picked (with an overall hire rate of just 2%) and trained to offer exceptional customer care experiences using technology that’s tailored for remote functionality. Due to COVID-19, countless companies are adjusting to social distancing government ordinances by employing home-based workforces.

Government 52

Government Customer Care Enterprise At home agents 52

TechSee

AUGUST 14, 2018

This article underlines the value of DSS in customer service and focuses on the potential computer vision brings to call/chat centers, where providing a positive customer experience (CX) at scale is critical to success in the current competitive business climate. Current state of DSS in contact centers.

Contact Center 95

Contact Center Scripts Average Handle Time First call resolution 95

Nicereply

JANUARY 21, 2020

Rather than treating your customer journey map like a static resource or a museum piece, treat it as an active, living example of what your team is doing. It feels like, in the past year, customer journey mapping has become the hottest thing since sliced bread. That’s right: your customer journey map will never be perfect.

Journey mapping 110

Journey mapping Metrics Engineering Customer effort 110

Global Response

FEBRUARY 9, 2023

A lot of brands talk about being customer obsessed, but how do you make it more than just lip service? After all, a true customer obsession can be an important strategy to deliver exceptional benefits and competitive advantages for your brand. What is Customer Obsession? What exactly is customer obsession?

Customer centricity 62

Customer centricity Feedback Customer retention Customer Experience 62

Balto

MAY 23, 2022

During coaching sessions, call center reps and agents need to stop talking with customers or prospective customers, which is their job. Coaching doesn’t scale. So even if you were to crack the call center coaching code, it’s still almost impossible to deploy at scale. Coaching wreaks havoc on contact center bandwidth.

Coaching 52

Coaching Call Center Average Handle Time Entertainment 52

C Space

JULY 27, 2021

During his career, Stanley has seen many changes take place in the diamond business, and in the luxury market as a whole, but the most major trend he is seeing at the moment is to do with customization. “It Interview with Charles Stanley, President of De Beers Forevermark. By Jeanie Havens, Express Arena Subject Matter Expert. 3

Marketing 52

Marketing Customer Experience 52

CSM Magazine

NOVEMBER 10, 2021

Magnus Geverts at Calabrio shares his top tips for an automated assistant strategy for improved employee and customer satisfaction. When combined with the latest Workforce Engagement Management (WEM) solutions, chatbots have the power to improve workforce flexibility, employee satisfaction and the customer experience all in one go.

Chatbots 52

Chatbots Scripts Analytics Coaching 52

ChurnZero

FEBRUARY 1, 2022

Acquiring and keeping new customers is obviously at the core of running any successful business, and one thing about it is certain: for customers to keep using your product, they have to like it. When you pursue product-led growth from a Customer Success angle, you’re even more likely to build up that customer loyalty.

Metrics 52

Metrics Feedback Advertising Customer centricity 52

ChurnZero

FEBRUARY 1, 2022

Acquiring and keeping new customers is obviously at the core of running any successful business, and one thing about it is certain: for customers to keep using your product, they have to like it. When you pursue product-led growth from a Customer Success angle, you’re even more likely to build up that customer loyalty.

Metrics 52

Metrics Feedback Advertising Customer centricity 52

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience? We want to fix that.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

delighted

FEBRUARY 16, 2023

Customers have more options than ever, and a strong customer success program can make you stand out among competitors. Companies that consider the question “what is customer success?” – and work to anticipate and solve customer problems – will set themselves apart.

Customer retention 52

Customer retention Metrics Feedback Accountability 52

ClientSuccess

JUNE 2, 2017

In this recorded webinar, Dave Blake, CEO/Founder of ClientSuccess discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. Request the recorded webinar here: The Customer Success Maturity Maturity Model.

Journey mapping 40

Journey mapping SaaS Metrics Best practices 40

Skybridge

NOVEMBER 11, 2020

Not long ago, in the BP (before pandemic) era, successful brands had gotten so good at knowing, engaging, and selling to their consumers. According to digital marketing expert, Sylvie Tongco, today’s customers are placing greater weight than ever on 3 things: Trust, Empathy, and Relevance. You can read more below.

Marketing 52

Marketing Customer Care Sales Technology 52