Kustomer

NOVEMBER 1, 2021

that end, we’ve curated a customer service-centric podcast list for you to peruse and enjoy. Check out our favorite customer service podcasts, or keep reading for some entertaining podcast history. Then in 2004, BBC and The Guardian journalist Ben Hammersley merged the words ‘iPod’ with ‘broadcast’ officially coining the term ‘podcast.’

Customer Service 90

Customer Service Entertainment Trends Social Media 90

Team Support

JANUARY 20, 2021

Most customer support interactions today are reactive, but proactive support is on the rise. Proactive customer engagement accounts for more than a quarter (28%) of Support interactions and grew by 14% from 2019 to 2020. It really helps us provide exceptional customer service.”. Going Beyond Simply Meeting Demand.

B2B 81

B2B Exceptional Customer Service Omni-Channel Report 81

Storyminers

JULY 6, 2020

She’s got more than 25 years of experience (both client-side and vendor side) helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ChurnZero

JUNE 2, 2021

Lessons learned over the last year from the Customer Success community. Salesforce started it and they went public in 2004. Customer Success Around the Web. How Can SaaS Startups Implement Customer Success – Find out how overcome the challenges of starting a CS team at a startup and how to pitch it to executives.

B2B 98

B2B Company B2C Survey 98

Amity

SEPTEMBER 7, 2016

With 20,000 customers worldwide, HubSpot is the world’s leading inbound marketing and sales platform, transforming the way businesses attract, engage, and delight customers. We sat down with Stephen O’Keefe, Director of Customer Success, to discuss how Customer Success has evolved at HubSpot over the last 7 years.

Customer Success 0

Customer Success Customers Groups Metrics 0

Retently

JULY 28, 2023

However, making sure customer experience is handled the right way throughout your entire organization can be tricky – especially if you have a large company with multiple departments and branches. Miscommunications, low employee engagement, and the lack of a customer-centric company culture can also get in the way and make things worse.

Chief Customer Officer 122

Chief Customer Officer Customer Centricity Call Center Metrics 122

Team Support

SEPTEMBER 8, 2020

And while robust product features are important, it is the added benefits of B2B (business-to-business) customer support that can accelerate product use and drive optimal performance to help customers reach their full potential. In other words, effective B2B support forms the foundation for long-term successful customer engagements.

B2B 64

B2B Effort Score Customer Expectations Customers 64

Team Support

NOVEMBER 10, 2020

It is no longer sufficient to sell only product features and assume customers can be successful [after the sale]. Well-defined services programs provide the essential complement to products, accelerating customer success and helping to mitigate churn. For more, download the complete whitepaper.

B2B 59

B2B Sales Customers Customer Success 59

Team Support

JANUARY 26, 2021

The reasons customers request support assistance are equally distributed across three primary categories of “How To,” “Bugs or Performance Issues,” and “Installation, Configuration, Setup.”. Most support interactions are reactive, although proactive engagement is on the rise.

B2B 64

B2B e-support Knowledge Base Resources 64

Retently

JUNE 24, 2018

Create thresholds and set up notification triggers to alert you automatically to important events like new Detractor response, NPS score decrease over time, an unsubscribed customer, etc. Being endowed with this ability, your company can proactively engage with customers, detect Detractors, and turn them into Promoters.

NPS 91

NPS Net Promoter Score Software How To 91

Retently

OCTOBER 19, 2018

However, making sure customer experience is handled the right way throughout your entire organization can be pretty difficult – especially if you have a large business with multiple departments and branches. According to it, only 24% of the surveyed companies had a person in charge of the customer experience within their organization.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Call Center Metrics 80

Bob Hayes

MAY 7, 2018

Contrary to Reichheld, other researchers, in fact, have found that customer satisfaction is consistently correlated with growth (Anderson, et al., 2004; Fornell, et al., Additionally, if you are interested in increasing ARPU (average revenue per customer), you might consider including a purchasing loyalty question. Summary.

NPS 89

NPS Net Promoter Score Data Loyalty 89

Bob Hayes

MAY 7, 2018

Contrary to Reichheld, other researchers, in fact, have found that customer satisfaction is consistently correlated with growth (Anderson, et al., 2004; Fornell, et al., Additionally, if you are interested in increasing ARPU (average revenue per customer), you might consider including a purchasing loyalty question. Summary.

NPS 86

NPS Net Promoter Score Data Loyalty 86

InteractionMetrics

JULY 21, 2020

I founded Interaction Metrics in 2004 because I felt like companies weren’t listening. I figured if this was happening to me, it was happening to other customers too. To measurably improve the customer experience and show customer listening, companies need to be deeply empathetic and interactive.

Survey 52

Survey How To NPS System 52

Thematic

SEPTEMBER 6, 2018

The larger the number of advocates for the product, the lower the customer acquisition costs for the company, and the more effective customer success team will be.” Before adopting NPS in 2004, each department had its own metrics, although they didn’t help improve customer loyalty. How Symantec reduces costs.

Net Promoter Score 54

Net Promoter Score NPS Effort Score Feedback 54

SmartKarrot

JANUARY 25, 2022

Launched in 2004, Campaign Monitor is an email marketing platform catering to businesses of different sizes. They help businesses to stream an infinite amount of personalized video to their audience and keep them productively engaged. To understand how SmartKarrot can helps SaaS companies keep and grow loyal customers, Request a Demo.

Company 10

Company Self Service Innovation Hotels 10

SmartKarrot

FEBRUARY 4, 2022

The services include customer engagement , immersive virtualization technologies, analytics, and blockchain. Founded in: 2004. To understand how SmartKarrot can helps SaaS companies keep and grow loyal customers, Request a Demo. AWS offers cloud services to businesses. Founded in: 2006. CEO: Adam Selipsky. Ring Central.

Company 10

Company Software Advertising Travel 10