ShepHyken

MARCH 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. Three Common and Enormous Mistakes Companies Make with Customer Experience (CX) Programs by Augie Ray. Foundational Steps for Customer Journey Mapping Initiatives by Dom Nicastro. Some good reminders here.

Journey mapping 200

Journey mapping Customer Service Customer centricity Self service 200

ShepHyken

MARCH 12, 2021

This week we feature an article from Rohan Malkotia , Digital Marketing Executive at Servetel. The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. They may end up losing a lot of customers, and thereby, revenue opportunities. The pandemic has brought everyone back to basics.

B2B 367

B2B Journey mapping B2C Telecommunications 367

ShepHyken

AUGUST 28, 2023

Each week, I read many customer service and customer experience articles from various resources. In this article, I’m going to break down the customer experience lessons you can learn from the Eras Tour that will help you get the loyal audience of your wildest dreams. What’s Wrong With Customer Satisfaction?

Customer Service 156

Customer Service Journey mapping Feedback Consulting 156

Real Blue Sky

MAY 31, 2023

The Key to Unveiling Hidden Opportunities and Improving the Customer Experience Have you ever wondered what it’s like for a customer to do business with your brand? Quite simply, customer journey mapping is the journey our customers take when trying to do business with us.

Journey mapping 96

Journey mapping Airlines Customer Experience Customer centricity 96

ChurnZero

APRIL 18, 2024

Congratulations – you’re adopting a digital customer success strategy! Those are some big shifts – whether it’s updating your books , implementing a new management system, or revamping the tools, resources, and customer journeys you already have. So, now what? Wait, say that again? Balance is key.

Journey mapping 52

Journey mapping SaaS Metrics Engineering 52

Beyond Philosophy

DECEMBER 5, 2020

The Five Rules for Measuring and Managing Customer Emotions. Ignoring emotion in your Customer Experience strategy is a big mistake and one you can’t afford to make. Incorporating ways to measure and manage customer emotions is critical for your business strategy today. Key Ideas to Improve your Customer Experience.

Customer emotions 195

Customer emotions Journey mapping Management Consulting 195

Education Services Group

JULY 5, 2023

Every customer journey map is a little bit different (or a lot different) depending on many factors, but one thing they all have in common is the end of the contract term. the part where we continue to strengthen our bonds with our customers well into the future. Loyalty – The story continues…forever? Who owns renewals?

Journey mapping 52

Journey mapping Engineering Sales Enterprise 52

ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. It’s also impacted consumer expectations, raising the bar on customer experience and holding businesses accountable to deliver.

Journey mapping 261

Journey mapping Customer Service Employee engagement Morale 261

Win the Customer

DECEMBER 11, 2023

In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. Customer Effort Score (CES) The ease with which customers can interact with your services or products is paramount.

Customer Experience 69

Customer Experience Management Journey mapping Customer centricity 69

ShepHyken

MARCH 23, 2021

The Customer Love Formula. How to Make Your Customers Love Doing Business with You. Shep Hyken interviews Howard Tiersky, Wall Street Journal bestselling author of Winning Digital Customers: The Antidote to Irrelevance. They discuss how valuable customer love is to succeed in an ever-changing world of business.

B2C 200

B2C B2B Metrics Technology 200

ShepHyken

SEPTEMBER 2, 2022

This week, we feature an article by Sukhdev Singh, Digital Marketing Specialist at Maxicus , a company that provides tech-enabled customer service solutions. He writes about building a great customer experience is integral to the success of any organization. What is a Customer Experience Strategy? .

Customer Experience 175

Customer Experience Self service Advertising Chatbots 175

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

B2B 115

B2B Journey mapping SaaS Engineering 115

ShepHyken

SEPTEMBER 23, 2019

Each week I read a number of customer service and customer experience articles from various resources. How To Tell If A Customer Service Agent Will Help You by Christopher Elliott. Forbes) When you’re on the line with someone like Valerie Zhou, there’s no question this customer service agent will help you.

Journey mapping 250

Journey mapping Customer Service B2B Analytics 250

Totango

MARCH 25, 2022

Your team sets out to map a new customer success workflow or process, but each person has a different way of doing it. You may prefer using sticky notes, while another team member likes slide decks and yet another prefers digital mapping tools. Does this sound familiar to you? Enter Canvas. What is Canvas?

Customer Experience 96

Customer Experience Journey mapping Finance Best practices 96

ShepHyken

JULY 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. Traditional vs. frictionless payments: Will customers trade security for convenience? How to Gain Customer Loyalty During a Recession by Dana Kachan. Journey mapping in the customer experience by Chris Beaudin.

Journey mapping 141

Journey mapping Customer Service Customer Experience Marketing 141

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. Predicting customer churn or potential customer issues to inform corrective steps to optimize the customer journey.

B2B 91

B2B CRM Enterprise Upselling 91

Totango

MARCH 21, 2023

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Organize your communication channels Nick Chang recognizes that it can be challenging to build a customer-centric framework. But if you haven’t started already, you can begin with the basics.

Journey mapping 80

Journey mapping Benchmark Metrics Surveys 80

Totango

MAY 26, 2021

We recently polled the Customer Success industry asking about the top challenges they are facing. Over the years, we’ve found that most companies are very oriented around a high-touch customer engagement model. Incorporate a mixture of both digital and human touch. . The customer journey is not linear.

Journey mapping 95

Journey mapping Customer advocacy Enterprise Technology 95

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Automotive 99

Automotive Journey mapping Self service Sales 99

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Then we’ll consider the benefits of using success playbooks. What Is a Customer Success Playbook?

SaaS 86

SaaS Upselling Best practices Customer retention 86

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Well, if you’re Aruba, you go digital. Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. We didn’t use any special tool.

Journey mapping 110

Journey mapping Accountability Marketing Metrics 110

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

Totango

NOVEMBER 3, 2022

In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference.

Journey mapping 62

Journey mapping Chief Customer Officer Healthcare Sales 62

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience.

Customer Experience 162

Customer Experience Scripts Self service outsourcing 162

Education Services Group

MAY 12, 2021

TSIA’s conferences are always jam-packed with best practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. Madeline Evans, Digital Customer Success Manager. What is it that customers truly expect? Engagement: It’s Dynamic!

Journey mapping 98

Journey mapping Best practices Education Metrics 98

Real Blue Sky

MAY 31, 2023

The Key to Unveiling Hidden Opportunities and Improving the Customer Experience Have you ever wondered what it’s like for a customer to do business with your brand? Quite simply, customer journey mapping is the journey our customers take when trying to do business with us.

Journey mapping 52

Journey mapping Airlines Customer Experience Customer centricity 52

Real Blue Sky

MAY 31, 2023

The Key to Unveiling Hidden Opportunities and Improving the Customer Experience Have you ever wondered what it’s like for a customer to do business with your brand? Quite simply, customer journey mapping is the journey our customers take when trying to do business with us.

Journey mapping 52

Journey mapping Airlines Customer Experience Customer centricity 52

Totango

APRIL 13, 2022

Selecting the right customer success platform for your organization can be challenging. In this article, we’ll look at the mistake of not approaching customer success with a modern mindset. . Thanks to the digital age we are living in, your customers can be connected and working anytime, anywhere.

Enterprise 91

Enterprise Technology Personalization Customer Experience 91

Totango

SEPTEMBER 1, 2022

Then we’ll look at how digital technology has made the traditional QBR outdated and how AI is helping software providers increase the efficiency of SaaS QBRs. Success managers and clients may use previously established KPIs to evaluate current performance and discuss which KPIs and target numbers would be appropriate in the future.

SaaS 97

SaaS Journey mapping Upselling Best practices 97

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Well, if you’re Aruba, you go digital. Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. We didn’t use any special tool.

Journey mapping 84

Journey mapping Accountability Marketing Metrics 84

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). However, CX does not exist in a vacuum; when contact center agents have a good experience, the customer is bound to as well.

Contact Center 78

Contact Center Journey mapping Analytics Customer centricity 78

OctopusTech

JULY 14, 2022

We live in a digital world these days as we fulfill all our requirements with online shopping, make long-term friends or life partners via social media, and travel the globe by booking tickets from a laptop or a mobile phone. This is the point where digital customer experience plays a major role.

Customer Experience 71

Customer Experience Journey mapping Best practices Customer centricity 71

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

SaaS 92

SaaS Best practices Journey mapping Customer advocacy 92

Fonolo

MARCH 16, 2023

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. I think the more companies focus on customer care analytics over marketing analytics, the better. FACT: KPIs change, but one thing stays the same: customers hate hold time.

Contact Center 151

Contact Center Average Handle Time First call resolution Metrics 151

Interactions

JANUARY 16, 2020

In the last few years, businesses have been in a race to add channels of communication to better reach their customers where they are. Maybe not a huge nuisance, but these types of mis-integrations can cause a lot of headaches and ultimately derail the original effectiveness of a digital transformation. customer experience.

Journey mapping 87

Journey mapping Virtual Agent Customer Experience Enterprise 87

CSM Practice

AUGUST 7, 2020

CSM Practice conducts Customer Success Executives Roundtable every third Tuesday of the month where you can connect and exchange strategies and tactical advice with your peers. Last July 21, 2020, CSM Practice had an awesome 8th session of the CS Executives Roundtable with the topic about Customer Lifecycle Journey.

Journey mapping 81

Journey mapping Morale SaaS Education 81

24-7 InTouch

MARCH 21, 2024

Winnipeg, MB – March 21, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has been recognized as a Leader in Customer Experience (CX) Services Transformation in the NelsonHall 2024 Vendor Evaluation & Assessment Tool (NEAT) report.

Enterprise 64

Enterprise Technology Marketing Feedback 64