Kayako

AUGUST 12, 2022

As technology helps eCommerce scale sales, it also provides solutions for personalized customer service as the customer base grows into thousands or even millions. As the example above shows, in-person interactions don’t guarantee positive customer engagement via a personalized experience.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

ChurnZero

JULY 31, 2024

So why would your customers? And, i f your customers are not, in fact, living inside their email inboxes, why would you rely so heavily on email as a digital engagement channel to interact with them? Here are my top four favorite alternative digital engagement channels for customer success teams.

Customer Success 105

Customer Success Engagement Video Chatbots 105

Lumoa

AUGUST 25, 2020

You can’t grow your business without expanding your customer base. However, should your marketing budget be more focused on customer acquisition or retention is a tough question and one that will eventually define your growth. According to experts, about 50% of your customers churn naturally every five years.

Strategy 195

Strategy Chatbots Self Service Customer Retention 195

SurveySparrow

APRIL 26, 2020

In this article, we are going to discuss how we can get more case studies, reviews, and customer testimonials using NPS. What’s Special about Getting Customer Testimonials? Getting customer’s testimonials is essential these days as people believe the word and experience of similar ones like them. If yes, then how?

Case Study 52

Case Study NPS Study Survey 52

QuestionPro Audience

JUNE 23, 2022

For example, if your business is losing customers because they’re not being engaged in the right places at the right times, you might ask: What are my customers’ needs? It can be performed using surveys, in-depth interviews, focus groups, case studies, and more. What do they want from me?

Survey 195

Survey Groups Case Study Study 195

CSM Magazine

JANUARY 15, 2025

Today, we will help you understand why your customers stop engaging and what you can do about it. Well explore the signals that indicate your customers interest is fading and, more importantly, how you can turn things around. If their experience wasnt great, they might not feel motivated to engage.

Chatbots 52

Chatbots Case Study Communication Interaction 52

Optimove

MARCH 19, 2025

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: What an incredible first day at Optimove Connect 2025!

Connections 52

Connections Marketing CRM Banking 52

BirdEye

APRIL 11, 2025

Good agencies help develop local content marketing strategies tailored to your community, region, and customer base. Look for detailed case studies, Google reviews , and performance benchmarks from other UK businesses. Its had a huge impact on how local customers find and trust us.

Multi-Channel 52

Multi-Channel Social Media Case Study Strategy 52

Interactions

APRIL 2, 2025

This support gives you one less concern when expanding into new areas or when demographics shift in your customer base. To learn more about how Interactions helps the worlds largest retailers deliver unparalleled service, visit our retail page or read this case study to learn how a major retailer removed 7.9

Retail 62

Retail Self Service Average Handle Time Contact Center 62

Kayako

JANUARY 25, 2019

This approach is absolutely critical to building a spirited and engaged employee relationship. Before we move on to a case study ask yourself – “Would you leave your mom in the middle of a hospital hallway and forget her there?”. Case Study. Case Study. Case Study. Case Study.

Chief Customer Officer 123

Chief Customer Officer Airlines Case Study Customer Service 123

GetFeedback

APRIL 3, 2019

The company’s success hails from their ability to produce need-to-have products inspired by firsthand experiences and their relentless pursuit of delivering the best customer experience. As YETI’s popularity grew, their customer base increased along with it. Check out their case study on our customer’s page.

Feedback 220

Feedback Omni-Channel Self Service Analytics 220

Thematic

MARCH 30, 2025

A strong customer insights framework groups customers based on behavior, preferences, or lifecycle stage—and then delivers tailored experiences to each group. Here’s what behavioral analytics can reveal: Are customers dropping off at checkout? Re-engage before they churn. Remove obstacles.

Customer Insights 62

Customer Insights Data Analytics How To 62

Totango

JULY 22, 2022

When facing a struggling economy, it’s more important than ever to keep your customers engaged and reminded of why your products and services are critical to their success. We are constantly adding innovative new apps to our Customer Journey Marketplace , including our newest Engage Customers SuccessBLOC.

Communication 107

Communication NPS Case Study Metrics 107

InMoment XI

FEBRUARY 12, 2024

Integrated CX vs. CX Integrations While integrated CX and CX integrations may sound similar, they have different meanings and applications for businesses looking to improve their customer engagement. Define Your Customer Touch Points Start by mapping out all the touchpoints where your customers interact with your business.

Effort Score 195

Effort Score NPS Net Promoter Score ROI 195

Thematic

OCTOBER 30, 2024

Focus groups : Use focus groups to gather feedback from a small, diverse group of customers, facilitating discussion and uncovering detailed insights. Customer panels : Gather feedback from a group of customers over an extended period, allowing for ongoing input and engagement.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Kayako

AUGUST 7, 2019

Customer Success & Support . Human engagement/training material/guides. 24/7 Support, knowledge base, FAQ’s. This is where understanding your customer is critical. You need to know why your customer is shopping for a solution, i.e Testimonial. Evaluation and Trial . Onboarding . Terms and conditions.

Customer Experience 187

Customer Experience How To Comparison Customer Journeys 187

Thematic

MARCH 2, 2025

Understanding what customers want ensures campaigns resonate, leading to higher engagement and conversion rates. DoorDash used customer insights to uncover that work flexibility was a key driver of Dasher retention. They adjusted their marketing campaigns to highlight flexibility, leading to higher engagement and loyalty.

Customer Insights 62

Customer Insights Analysis Social Media Analytics 62

CSM Magazine

JANUARY 2, 2025

Lets take a closer look at how some of the best-known companies use empathy in their customer interactions. Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list. Their customer support philosophy revolves around creating genuine, human connections. The result?

Effort Score 52

Effort Score Case Study Culture Healthcare 52

Optimove

JUNE 11, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Marketers often face the challenge of engaging with existing and potential customers effectively and at scale to grow their customer base and quickly penetrate new markets. The Big Picture : 1.

Customer Engagement 52

Customer Engagement Engagement Marketing CRM 52

NobelBiz

JANUARY 28, 2025

Collected through post-call surveys, CSAT scores provide direct customer feedback. Net Promoter Score (NPS) : Measures how likely customers are to recommend your services to others. A strong NPS indicates a loyal customer base. Delays frustrate customers and negatively impact satisfaction.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

CSM Magazine

JANUARY 30, 2024

Case Studies: Companies That Prioritize Customer Service Pioneers of Customer-Centric Excellence Let’s dive into real-world case studies to illuminate the exceptional commitment of companies that have elevated customer service to an art form. Apple Inc.,

Customer Centricity 111

Customer Centricity Exceptional Customer Service e-support Case Study 111

CSM Magazine

JANUARY 2, 2025

Lets take a closer look at how some of the best-known companies use empathy in their customer interactions. Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list. Their customer support philosophy revolves around creating genuine, human connections. The result?

Effort Score 52

Effort Score Case Study Culture Healthcare 52

NobelBiz

APRIL 1, 2025

NobelBiz Solutions: NobelBizs dedicated services safeguard outreach efforts, quickly resolving spam labeling issues to enhance customer engagement. Research indicates that over 80% of customers will not engage with calls that lack proper identification. Rapid Response: A dedicated team ensures your numbers stay trusted.

Call Center 40

Call Center Case Study Consumers Insurance 40

Retently

MARCH 17, 2025

Understanding the Core Differences in CX Reporting The Core Structure of a CX Report Best Practices for Making Stakeholder Reports Valuable & Engaging Wrapping Up: The Power of CX Reports in Driving Business Growth Keeping customers happy isnt just about responding to tickets or processing refunds.

Report 90

Report How To Effort Score NPS 90

Totango

AUGUST 11, 2022

The nature of the SaaS industry means that your interactions with your clients are primarily digital, and any live interactions occur within the broader context informed by online engagements. Customer engagement : SaaS customer engagement is reflected in the quality, frequency, and duration of client digital interactions with your product.

Tips 113

Tips Customer Journeys How To Net Promoter Score 113

InnerTrends

DECEMBER 2, 2019

The fast signup vs. considered signup was argued by Basecamp for years and even experimented on (see the case study at the end of the article). With less leads to follow up, you have the opportunity to make personal connections with these new users in order to convert them into paying customers. 37signals Case Study.

Case Study 105

Case Study Study Metrics Strategy 105

Russel Lolacher

JUNE 15, 2021

Much of that advice is a mix of score keeping; being more human and less of a dick; building relationships that matter; solving customer problems; leading with empathy; etc. There are some great brains out there that break all this down into case studies and tactics that leaders can really use to better serve their customers.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

CSM Practice

FEBRUARY 20, 2020

At early startup stages , customer success teams and other customer-facing teams are usually familiar with their customer base. This relationship-driven engagement model becomes difficult as the customer base becomes larger and more diversified. Why Should Customer Success Be Obsessed with Data?

Customer Success 52

Customer Success Data Engagement Effort Score 52

inQuba

APRIL 11, 2023

Customers’ patience for impersonal messages has hit a low with two-thirds of consumers saying they’ll quit a brand if their experience isn’t personalized, according to a 2023 Twilio report*. Engagement leaders in the space are reporting both customer retention and customer conversion as being higher than the previous year.

Customer Journeys 52

Customer Journeys Engagement Multi-Channel Infographics 52

Optimove

MAY 20, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Discover key findings from our recent 2023 Back-to-School Survey. With 88% of respondents showing a strong preference for their favorite brands during the back-to-school season, retailers have a significant opportunity to enhance brand engagement.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Case Study 52

BirdEye

FEBRUARY 4, 2025

Customer engagement Strengthen relationships with loyal customers through timely responses and personalized interactions. Review management Automate review collection, responses, and engagement. Respond at scale with AI-powered replies, ensuring brand-consistent, timely, and engaging interactions.

Tools 52

Tools Brands Management Multi-Channel 52

BirdEye

JUNE 22, 2023

So, most customers can be expected to engage with their favorite brands and product lines on social media. They stay connected: In continuation to the social behavior, customers leverage multiple channels and devices to keep in touch with their preferred brands. Providing exceptional customer experience.

Case Study 98

Case Study Social Media Loyalty Customers 98

SurveySensum

DECEMBER 4, 2024

You don’t want your customers overwhelmed or frustrated. Also, it is essential to consider factors such as response rates, size of the customer base, and customer segments while launching the NPS survey in banks. Gain real-time insights with SurveySensum’s NPS software to drive customer retention and loyalty!

Banking 52

Banking NPS Financial Net Promoter Score 52

Totango

AUGUST 21, 2020

Investing in customer success means investing not just in your customer’s success, but in that of your enterprise. Investing in customer success can: Increase customer retention rates and keep customers engaged. Increase customer-centered growth through expansions. Case Study: Monster.

Customer Success 78

Customer Success Case Study Self Service Customer Centricity 78

Amity

OCTOBER 3, 2017

Consider adding a series for your customers that includes product best practices, customer case studies or industry thought leadership. Similar to webinars, videos create visual engagement, but they come across as more personal. podcasts are an excellent option to create engagement. CUSTOMER FORUM.

Customer Success 63

Customer Success Case Study Social Media Conference 63

Amity

OCTOBER 3, 2017

Consider adding a series for your customers that includes product best practices, customer case studies or industry thought leadership. Similar to webinars, videos create visual engagement, but they come across as more personal. podcasts are an excellent option to create engagement. CUSTOMER FORUM.

Customer Success 61

Customer Success Case Study Social Media Conference 61

Integrity Solutions

JUNE 10, 2024

Most sales leaders today recognize this isn’t a sustainable way to develop business and cultivate a long-term customer base. Buyers can detect the hard sell from a mile away, and that overbearing pushiness only ends up pushing customers to the competition while leaving the company’s reputation tarnished.

Sales 107

Sales Customers Training Case Study 107