Totango

SEPTEMBER 7, 2021

B2B client engagement strategies can help you retain more customers if you know which best practices to follow. These include engaging your customers from a 360-degree perspective, using support tools to help your clients use your product and taking a digital-first, team-based approach to customer success.

B2B 80

B2B B2C Best practices Self service 80

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. Each, though, will require separate approaches.

Contact Center 78

Contact Center Journey mapping Analytics Customer centricity 78

ShepHyken

APRIL 8, 2022

He shares how retailers can understand the digital customer experience in the retail world. Did you know that 70% of consumers have stopped doing business with a brand following a poor customer experience? Did you know that 70% of consumers have stopped doing business with a brand following a poor customer experience?

Customer Experience 191

Customer Experience Contact Center Contact center software Personalization 191

TeamSupport

OCTOBER 4, 2022

A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences. Openly discuss solutions.

Management 126

Management B2B Customer Support Customer centricity 126

Anexa BPO

JUNE 16, 2023

When looking at the customer journey from a brand perspective, it’s common knowledge that personalization factors heavily into the customer experience – which is an increasingly common buzzword in today’s business strategies. The service they deliver to their customers differs – at times vastly – from what people say they want.

Personalization 52

Personalization Business Process Outsourcing outsourcing Customer centricity 52

CSM Magazine

FEBRUARY 19, 2024

With competition fiercer than ever before, the ability to fully understand and cater to customer needs isn’t just ideal, it’s imperative. Enter the concept of a 360 Degree Customer View — a strategy that enables businesses to compile a comprehensive profile of their customers by gathering data from various touchpoints.

Customer centricity 52

Customer centricity Engineering CRM Enterprise 52

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. This will help lead you to forming important relationship with your customer. – Shep Hyken. Customer service needs customer data.

Customer Service 230

Customer Service Contact Center Technology Big data 230

CustomerSuccessBox

APRIL 27, 2021

In a subscription economy, customer retention is a necessary focus for business as a SaaS customer only pays 5-15% of total potential Lifetime Value upfront, the rest will only come in as future revenue IF you’re able to retain that customer. This is where Customer Success Platforms comes in. So, how do you do it?

Customer retention 52

Customer retention SaaS Accountability Engineering 52

Nicereply

DECEMBER 5, 2019

In 2019, as predicted, customer experience has become one of the crucial business strategies for leading brands. Customer experience is the new battleground for leading organizations worldwide. It also has been found that almost 86% of the buyers are willing to pay extra for rich customer experience. For example, in 2020.

Customer Experience 90

Customer Experience Transportation Customer centricity Analytics 90

CSM Magazine

APRIL 30, 2024

Achieving a 360-degree customer view involves integrating various data sources and technologies to create a comprehensive profile of each customer. Here are some key technologies and practices that can help achieve a 360-degree customer view: 1.

Technology 52

Technology Analytics CRM Government 52

Upstream Works

SEPTEMBER 30, 2021

The term “customer experience” (CX) has gained considerable currency recently, and in many ways has displaced “customer service” as the focal point of the contact center. The current state of customer experience is more challenging.

Contact Center 78

Contact Center contact center solutions Benchmark Call Center 78

Totango

JULY 15, 2021

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. So, what does a Chief Customer Officer do and why is this role so important?

Chief Customer Officer 124

Chief Customer Officer Customer centricity Education Best practices 124

DMG Consulting

FEBRUARY 7, 2022

Question: What can customer journey analytics do to help us understand the CX? Answer: Customer journey analytics (CJA) provides a 360-degree view of customer relationships and interactions with an organization from origin to outcome, and evaluates the customer experience (CX) every step of the way – from the customer perspective.

Analytics 48

Analytics Self service Enterprise Interactive Voice Response 48

Method:CRM

AUGUST 6, 2020

A strong customer retention rate is often the key to small business success. All of this makes knowing and improving your customer retention rate a pressing priority for small businesses. Your customer retention rate simply looks at the percentage of your customer base that keeps doing business with you over a certain period of time.

Customer retention 69

Customer retention CRM Sales Self service 69

TechSee

APRIL 24, 2018

What is unboxing and why is it an important focus for brands? In addition, a positive unboxing process has been proven to engage customers emotionally and enhance the overall customer experience (CX). Product unboxing goes way beyond the simple act of unpacking a new device. Unboxing goes visual.

Self service 116

Self service Call Center Surveys Customer emotions 116

Satrix Solutions

APRIL 20, 2020

This has led many business leaders to focus on what they view as most important: retaining current customers. Therefore, they are examining customer churn more closely than ever to ensure they are not losing customers for an easily solvable reason. Importance of Focusing on Internal Customers.

Customer Experience 78

Customer Experience Employee engagement Surveys Sales 78

inSided

JULY 2, 2021

Let’s take a look at what we’ve learned this week and remind ourselves why it's important to have an integration strategy for your community in the first place. And remember, it’s about connecting to existing processes to help create better results for your customers – no need to reinvent the wheel. That’s why you need community."

Self service 52

Self service Feedback Customer Experience 52

SharpenCX

AUGUST 11, 2021

Almost 70% of customers judge the quality of their service on how fast they can get to a resolution. When your agents stall during a conversation to go dig for relevant information or search for customer history, it prolongs your customers’ resolutions and costs your contact center more money. Why Should I Measure AHT?

Average Handle Time 67

Average Handle Time Contact Center Metrics Scripts 67

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. And when it comes to delivering the right customer success function to your clients you are as good as the tool you use. What is a Customer Success Software?

Upselling 52

Upselling SaaS CRM Multi-channel support 52

Anexa BPO

AUGUST 1, 2022

The best customer service is circular: better service means improved business outcomes. Great CX results in happy, loyal customers and THAT generates profits. So if we’re talking about CX champions, exactly what are we talking about? Not only is customer feedback acted on, but it is acted on in an agile way.

outsourcing 52

outsourcing Wait times Metrics Personalization 52

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. This is a guest blog post by Anita Toth, Chief Churn Crusher. . This is shocking.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

ClearAction

MAY 3, 2019

Digital experience in today’s 24/7 global world spans all industries — any organization where there is a need to integrate processes, data flows and business protocols to empower employees and customers to be happier and more productive. With the customer at the center, transparency of each touch-point is ubiquitous. What’s Out.

Journey mapping 48

Journey mapping Customer centricity CRM Marketing 48

Hodusoft

FEBRUARY 24, 2022

By choosing the right call management system you can reach out to stakeholders and customers, at the right time and in the right way. An IP PBX system has all the functionalities as traditional PBX, and added features such as shared voicemail, custom extensions, call recording, call hold, transfer, and so on. Hosted IP PBX.

voip 98

voip Management Technical Support Finance 98

JustCall

OCTOBER 22, 2023

Did you know 62% of customer service channel transitions are “high effort” for customers? This means that if the transition between channels is not seamless, it may not result in a positive customer experience (CX). Over time, your team may have collated tons of customer feedback from surveys, social media, emails, and more.

Surveys 52

Surveys Best practices Feedback First call resolution 52

Upstream Works

NOVEMBER 24, 2021

Contact centers that embrace a strategic focus on the customer experience (CX) will follow a different evolution path than those who stay the course with a conventional approach to customer service. The more modern form of evolution begins with understanding what defines CX and adapting the contact center to support that.

Brand ambassadors 78

Brand ambassadors Contact Center Call Center Multichannel 78

CustomerSuccessBox

FEBRUARY 7, 2022

Regardless of whether it is a product or a service, it ultimately depends on what the customer’s needs are. If the businesses focus on giving an excellent customer experience , it surely leads to the profits they desire. Brief on customer success management software. Customer Service Management Software.

Management 52

Management Customer advocacy CRM Upselling 52

TechSee

SEPTEMBER 9, 2020

But even though demand is so high, 75% of customers would rather avoid home visits unless it’s absolutely necessary. When the tenant has an issue, they call customer service. They begin a long, frustrating dialogue that creates high customer effort , a poor tenant experience and high labor intensity. Reducing Costs.

Management 145

Management Engineering voip outsourcing 145

Anexa BPO

OCTOBER 7, 2022

AI is being used to capture, analyze, and utilize personalized customer data at scale, and further to understand, shape, customize and optimize the customer journey. Cutting-edge companies are building what are referred to as “intelligent experience engines” to deliver high-quality customer experiences.

Marketing 52

Marketing Engineering outsourcing Banking 52

Totango

JUNE 4, 2021

Use These Great Customer Engagement Ideas to Increase Retention. Here are seven great customer engagement ideas you can easily put into practice. We’ll show you how to multiply opportunities for engagement through strategies such as personalization, in-app messaging, customized promotions and loyalty programs.

B2C 62

B2C Upselling Journey mapping B2B 62

Fonolo

NOVEMBER 17, 2020

We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Here’s what they said. And contact centers were utterly overwhelmed in the floods of anxious customer calls. Contact Center Trends 2021. Increasing Empathy.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

OrecX

NOVEMBER 19, 2018

Many organizations which have deployed call recording have yet to deploy screen recording, and in not doing so, they are really only capturing half of the customer interaction, as much of the agent activity happens on-screen. Gain a comprehensive view of customer interactions as they occurred.

industry standards 74

industry standards Best practices Enterprise Contact Center 74

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Here’s what some of these customers have to say.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

Global Response

NOVEMBER 21, 2023

Today’s companies collect more customer data than ever. Customer analytics allow you to take the customer data you’ve collected and assess , aggregate and analyze it to understand trends, make forecasts and better understand your customers. Unfortunately, many companies still aren’t using it for its full effect.

Analytics 62

Analytics Customer retention outsourcing Sales 62

Fonolo

JULY 10, 2019

Customers came to MEC stores to buy the best hiking, rock climbing, and back-woods skiing gear. This is the little-told tale of how MEC put the customer first during the company’s transformation from niche purveyor of mountaineering equipment to hub for outdoor lifestyle enthusiasts. They doubled down on a customer-first mentality.

Healthcare 103

Healthcare Call Center Engineering Self service 103

inmoment

AUGUST 27, 2020

Delivering promises is one of the most important things a brand must do for its customers. Keeping commitments is much easier said than done, but customer loyalty lives and dies by companies’ ability to follow through. Know Your Customer. Brands should always evaluate the promises they make through a customer’s lens.

Airlines 52

Airlines Customer Experience 52

Customer Guru

OCTOBER 2, 2018

How amazing is it that Customer Experience Day 2018 coincides with the birthday of Mahatma Gandhi – one of the greatest leaders of all time. Apart from giving us profound lessons on the power of Ahimsa – non-violence – Gandhiji gives us some insightful lessons on customer experience. Don’t believe us?

Big data 63

Big data Customer Experience 63

CSM Magazine

DECEMBER 14, 2021

The best customer experiences blend speed and convenience with the human touch, which is a fine balancing act for contact centres today. Ross Daniels at Calabrio shares 3 winning strategies for meeting complex customer and agent expectations. . 3 ways to embrace double-edged customer expectations.

Analytics 59

Analytics Self service Technology Metrics 59