CSM Magazine

JANUARY 27, 2021

Kyle started out with the vision of improving the style and privacy of people’s homes with blinds and shades while putting customers at the heart of his business. The company has grown significantly since the early days of working out of a garage, but the customer-focused values remain the same.

Customer Satisfaction 52

Customer Satisfaction e-support Retail Policies 52

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

Chief Customer Officer 52

Chief Customer Officer Customer Success Leadership Customer Retention 52

Comm100

NOVEMBER 23, 2020

Customer service isn’t just about your team having the right attitude and training. For your customer support to be great (or even just functional) in 2020, you need the systems to back it up. Your customer help desk software keeps incoming queries from falling through the cracks by turning them into easily manageable tickets.

Comparison 130

Comparison System Knowledge Base Omni-Channel 130

Feedbackly

SEPTEMBER 26, 2018

And it is also of paramount performance when your customer base grows because there are countless examples of companies who are not able to efficiently scale their customer experience strategies. The ROI of Good Customer Experience. This alone should be enough for companies to invest in their customer experience.

Customer Experience 56

Customer Experience Social Media Feedback Customers 56

Retently

FEBRUARY 27, 2019

According to research , around 91% of consumers would rather use a Knowledge Base if it is available, and 70% of them prefer to use a company’s website to solve their problems instead of using email or phone support. Plus there’s also a chance that by 2020, no human interactions will be involved in the client-company relationship.

Social Media 133

Social Media NPS Omni-Channel Effort Score 133

Beyond Philosophy

FEBRUARY 1, 2021

KPMG Nunwood report from 2020, based on their Global Covid-19 tracker found: 90% of customers are willing to pay more for ethical retailers. 71% of customers say, if they perceive a brand is putting profit over people they will lose trust in that brand forever. That number rises to 74 % for 18- to 39-year-olds.

Marketing 147

Marketing Hospitality Hotels Consumers 147