TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

TechSee

APRIL 24, 2023

Last week we hosted our quarterly Customer Advisory Board. This shift is generally a proven way to improve customer satisfaction scores, first-call resolution rates, and average handle times. As a service leader, encourage your agents to participate in ongoing training and development programs.

Average Handle Time 109

Average Handle Time Best practices First call resolution Coaching 109

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

Sales 89

Sales Upselling Accountability SaaS 89

Influitive

JANUARY 18, 2019

Marketers are giving a lot of attention of late to the topic of customer engagement. Indeed, optimizing interactions with top clients and maximizing ROI from customer programs seem to be a universal desire for companies. The post 5 Reasons Why Your Business Needs A Customer Advisory Board appeared first on Influitive.

Marketing 61

Marketing Customer advocacy B2B Enterprise 61

ShepHyken

OCTOBER 17, 2016

Each week I read a number of customer service articles from various online resources. The Differences Between Feedback From Paying Customers vs. Free Users by Elias Torres. Drift) When it comes to being customer-driven, there’s a difference between treating people right and doing everything that people ask.

Customer Service 326

Customer Service Journey mapping Customer Experience Feedback 326

Real Blue Sky

SEPTEMBER 25, 2023

Embrace delivers life-changing programs and resources to these vulnerable children and their caregivers, ensuring they receive the support and love they deserve. Their shared passion led to a deep friendship, and they soon invited Bryant to serve on Embrace’s advisory board.

Personalization 52

Personalization 52

Real Blue Sky

SEPTEMBER 25, 2023

Embrace delivers life-changing programs and resources to these vulnerable children and their caregivers, ensuring they receive the support and love they deserve. Their shared passion led to a deep friendship, and they soon invited Bryant to serve on Embrace’s advisory board.

Personalization 52

Personalization 52

ClientSuccess

NOVEMBER 24, 2021

Over the past few weeks, we’ve been exploring some of the different types of customer marketing initiatives that CSMs can own to deliver fantastic customer experiences. Today, we’re going to take a look at a fourth customer marketing initiative: engagement. Facilitate learning and information sharing across your customer base.

Marketing 52

Marketing Customer advocacy Customer centricity Best practices 52

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. At the intersection of product, customer, and business insights, CS is uniquely positioned to steer businesses through these changing environments.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

Totango

OCTOBER 3, 2019

When you’re a customer, you don’t want to feel like just another face in the crowd. Customers want to know that you understand their unique business goals, even if you have vast numbers of subscribers. The customer-centered economy has changed the rules of how businesses need to address customers.

Personalization 68

Personalization Best practices Feedback Sales 68

Satrix Solutions

JULY 14, 2020

“A Voice of the Customer (VoC) Program is essential for maximizing retention and growth.”. There are any number of research firms, professional associations, software companies, and investors advising company executives to keep their finger on the pulse of customer sentiment. When Not to Ask for Customer Feedback.

Feedback 78

Feedback Best practices Surveys Government 78

Skybridge

MAY 8, 2020

Skybridge Americas Chief Financial Officer, Laresa McIntyre was recently selected by Stetson University to be on the advisory board of its Disruptive Leadership Certificate Program. The program prepares business leaders to make sense of the unpredictability of new business models. May 7, 2020.

Finance 52

Finance Coaching Contact Center Accountability 52

Skybridge

MAY 8, 2020

Skybridge Americas Chief Financial Officer, Laresa McIntyre was recently selected by Stetson University to be on the advisory board of its Disruptive Leadership Certificate Program. The program prepares business leaders to make sense of the unpredictability of new business models. May 7, 2020.

Finance 52

Finance Coaching Contact Center Accountability 52

Satrix Solutions

MARCH 11, 2021

As might be expected, gathering competitive intelligence can benefit many areas of the organization, including the customer experience, as my colleague shared in this post: How to Leverage Competitive Intelligence to Impact CX. Are you finding that a competitor is actively targeting your current customers? What do you do well?

B2B 78

B2B Sales SaaS Feedback 78

Satrix Solutions

FEBRUARY 12, 2020

Over the past few years, appreciation for B2B Customer Experience programs has grown stronger across board rooms thanks to business leaders who have successfully aligned their company’s marketing, sales, and customer success strategies around the needs and preferences of customers. Ensure you have “real” buy-in.

B2B 78

B2B Feedback Consulting Consulting 78

ShepHyken

APRIL 16, 2023

Each week, I read many customer service and customer experience articles from various resources. A New Opportunity for Brands to Build Trust, Authenticity and Customer Loyalty by Tom Idle (Sustainable Brands) COVID-19 changed everything — especially how people think about their local communities. Read this article to learn more.

Customer Service 24

Customer Service Benchmark Consulting Consulting 24

CX Accelerator

FEBRUARY 12, 2018

We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. So… What can companies do to improve their voice of the customer success?

Feedback 140

Feedback Surveys Customer advocacy Customer effort 140

Satrix Solutions

MARCH 30, 2020

Online and in-app surveys, focus groups, advisory boards, and user groups can be fantastic methods for gathering valuable customer feedback. Each approach has a place in the overall customer experience strategy for business leaders who rely on customer input to guide important business decisions.

B2B 78

B2B Feedback Surveys Personalization 78

Anexa BPO

MAY 24, 2023

In today’s hyper-connected and customer-centric business landscape, understanding and meeting customers where they are is vital for success. And unfortunately, despite its importance, many companies still struggle to effectively listen to their customers and harness their insights.

Personalization 52

Personalization Customer centricity Feedback Surveys 52

CSM Magazine

JANUARY 24, 2023

In this article, Palak Dalal Bhatia, CEO and Founder of IrisAgent, explains how AI-powered automated tagging can provide a reliable source of customer feedback for Product Managers. Product Managers are primarily responsible for identifying customer needs and the larger business objectives that their product or feature will fulfill.

Management 52

Management Engineering Feedback Customer centricity 52

Skybridge

DECEMBER 10, 2020

A New Standard in Customer Experience. She believes that, by inspiring all team members to approach their work collaboratively and innovatively, the organization can maintain the superior operational and financial excellence that benefits all stakeholders: customers, investors, and team members.

Customer Care 52

Customer Care Technology Customer Experience 52

TechSee

AUGUST 31, 2022

Making the leap from engaging with customers and agents via text and voice, to visual and live video is a big step. After speaking with hundreds of customers, enterprise buyers and our global team of customer success leaders, below are the five key questions to ask when evaluating a provider for your business. End-User Adoption.

APIs 109

APIs Enterprise Technology Self service 109

Satrix Solutions

MARCH 12, 2019

In 2014, Gartner stated that customer experience would be the “new battleground” for companies to compete on. But it’s not enough to simply implement a few static customer service policies and call it a day. But it’s not enough to simply implement a few static customer service policies and call it a day.

Customer Experience 60

Customer Experience Surveys Customer centricity Feedback 60

Stratifyd

OCTOBER 14, 2019

Raj Thiagarajan, also known as “The Startup Guy,” has come aboard at Stratifyd in an advisory role. Thiagarajan’s primary role as Global Director at Microsoft for Startups is helping to grow companies that are just starting out and initiate new programs at enterprise organizations. Estimated reading time: 1 minute.

Enterprise 56

Enterprise Analytics 56

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. However, they did this several months ago and suddenly customer retention is starting to dip down again.

Customer Experience 117

Customer Experience Journey mapping Surveys Banking 117

Connecting the Dots

JULY 27, 2020

A little more than forty years ago, the marketplace was very different from todays, with little to no attention paid to customer care and complaint resolution. What follows is Vicki’s interview of John Goodman about his storied career in customer experience, customer care research, and the 2020 National Customer Rage Study.

Customer Care 62

Customer Care Complaint resolution Government Education 62

Horizon CX

MARCH 10, 2023

by HorizonCX Advisory Board member Jerry Seufert and HorizonCX Founder and Principal Karl Sharicz Over the years in many quarters, it has become an article of faith that to do ‘good CX’ a CX leader needs to build a permanent autonomous CX department complete with headcount, structure, budget, and an ongoing, unending mission statement all its own.

Education 52

Education Finance Accountability Coaching 52

Taylor Reach Group

MARCH 13, 2018

Customer Experience and Contact Center consulting firm, The Taylor Reach Group , Inc., is designing an Agent On-Boarding Training Curriculum. Retaining a qualified staff has a substantial impact on bottom-line operations, customer experience and quality of service”, according to Colin Taylor, CEO of The Taylor Reach Group, Inc.

Consulting 59

Consulting Consulting Contact Center Employee engagement 59

PeopleMetrics

NOVEMBER 1, 2022

Customers evaluate the businesses they interact with everyday on a variety of factors, including price, quality, and the overall customer experience. Creating a positive customer experience (CX) is for all types of businesses, including essential services like banking. What do customers expect from banks?

Banking 62

Banking Customer Experience Chatbots Accountability 62

CX Journey

SEPTEMBER 19, 2018

Well, they're not dead (yet), but companies are certainly looking for alternative approaches to customer and employee listening in light of the fact that survey burnout is a real problem. Customer Advisory Boards Advisory boards offer benefits to both customers and to your company.

Journey mapping 34

Journey mapping Feedback Surveys B2B 34

Satrix Solutions

AUGUST 26, 2019

The number of Venture Capital firms shining a spotlight on customer experience with their own portfolio companies is on the rise. One growing area of focus for VCs – the customer experience. We’ve seen firsthand with our own clients how a strong focus on customer loyalty and retention will increase the value of a VC firms’ investment.

Customer Experience 60

Customer Experience Best practices Customer retention Sales 60

PeopleMetrics

AUGUST 22, 2022

Customer satisfaction surveys have traditionally focused on collecting aggregate data. However, many customers today often feel less than satisfied with this “open-loop system.” The answer to keeping your customers happy is simple: close the loop. What are the benefits of closed loop customer experience?

Feedback 71

Feedback Surveys Metrics Journey mapping 71

Satrix Solutions

JANUARY 24, 2019

It also means potential competitors are cropping up every day – targeting your existing customers and prospective customers. With all this jostling for market share, it is important to keep a close eye on the customer experience to avoid losing their business and importantly, sustainable growth. Just ask our clients.

Customer Experience 60

Customer Experience Airlines Feedback Marketing 60

SharpenCX

JULY 26, 2023

Every call your contact center receives brings heaps of data with it: customer information, customer preferences, product insights, customer satisfaction scores, and much more. Call center data is any information that comes from customer interactions in your contact center. It provides deeper insights on customers.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

JustCall

MARCH 8, 2023

And customer experience has emerged as one of those areas where they have had a significant impact over the past few years. Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. More women are making strides in leadership roles.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

AWS Machine Learning

MARCH 29, 2023

Each UNDP program unit commissions evaluations to access the performance of their projects and programs. The Independent Evaluation Office (IEO) is a functionally independent office within the UNDP that supports the oversight and accountability functions of the Executive Board and management of the UNDP, UNCDF, and UNV.

APIs 69

APIs Construction Metrics Technology 69

Connecting the Dots

JULY 27, 2020

The work of John Goodman and Marc Grainer , two of Customer Care Measurement & Consulting’s principals, led to a customer care revolution in the United States, and for both, an ongoing passion to monitor and continuously optimize the customer experience to create a win-win for buyers and sellers.

Customer Care 62

Customer Care Government Engineering Education 62