West Monroe

SEPTEMBER 21, 2022

As West Monroe prepares to attend the upcoming TSIA World Envision Conference in Las Vegas this October, we reflected on the key takeaways we learned in May, and how it has enhanced our conversations with clients around optimizing their strategies for success. If you’re planning to be there, please reach out to us!

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Conference Trends Interaction Software 52

ChurnZero

NOVEMBER 26, 2024

Monitor account health, identify upsell opportunities, and collaborate with cross-functional teams to deliver exceptional customer experiences. Leverage analytics and customer success metrics to track product usage, adoption rates, and customer engagement. Represent the company at industry events and conferences.

Customer Success 52

Customer Success How To Insurance Culture 52

Optimove

MAY 20, 2024

At Connect 2024, Optimove’s user conference, Paul Sephton, Head of Brand Communications at Jabra, addressed this issue and explored the transformative potential of a solution: the post-purchase customer journey. Phase 2: “Drive a better customer experience” Once registered, Jabra initiated the post-purchase journey.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Case Study 52

Gainsight

NOVEMBER 14, 2024

[Insert Photo from Awards] The Architect : Odido, Jason de Krijger The Architect Award recognizes the individual or team that has gone above and beyond to build a thriving customer community. The Architect is a visionary leader who understands the power of community to drive customer engagement, loyalty, and success. The answer?

Self Service 52

Self Service Effort Score Hospitality Innovation 52

ChurnZero

OCTOBER 5, 2021

Last week we had the much anticipated opportunity to sponsor, attend, and speak at the in-person 2021 SaaStr Annual conference. Unit economics can become your most powerful weapon to rapidly scale your customer base. The most important feature that you’ll build is the one that signs up the next customer.” saastrannual.

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Customer Success Conference B2B Sales 95

Kayako

FEBRUARY 13, 2019

Helping to develop a (small) team focused on increasing the engagement, NPS and health of your current customer base can be a huge win, and the best part is the systems are currently in place for new customers! If you focus on the positive engagements, the positive is more likely to occur.

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Customer Success Strategy Chief Customer Officer NPS 123

BirdEye

JULY 15, 2024

Birdeye View , a virtual conference scheduled for September 10th and 11th, 2024, addresses these critical areas by equipping local businesses with the knowledge and tools to harness the power of Artificial Intelligence (AI) and dominate their respective markets.

Social Media 59

Social Media Conference Automotive Competitive Advantage 59

ChurnZero

JANUARY 24, 2022

This not only could keep current customers engaged, but it’s also a great way to reach potential new customers and hopefully boost subscription numbers. Keep Customers Front and Center From the Beginning of the Employee Journey. Encourage employees to sit in on customer service calls or industry conferences.

Customer Centricity 98

Customer Centricity Strategy How To Customers 98

Totango

JANUARY 29, 2021

A customer success playbook is a game plan which lays out the specific procedures you will use to help an individual customer or group of customers achieve their goals. Why Do You Need Playbooks for Customer Success? With an improved customer experience, churn rates decrease, increasing retention.

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Customer Success Customer Journeys Guidelines Customers 85

Gainsight

JANUARY 31, 2022

Every year, Totaljobs performs a customer engagement survey via a third-party reviewer. It gave them a suitable cross-section of customers with good feedback on their experience working with them as a supplier. After their conversation, Nigel began to study the subject of customer success. Absolutely!

Customer Success 95

Customer Success e-support Advertising Survey 95

Experience Matters

APRIL 7, 2015

Our consultants have helped customers to achieve successes such as: Recommendation rate driven to 94 percent, 30+ percent increase in NPS®, 90 percent renewal rate, and 96 percent low or very low Customer Effort Score. and Harvard Business Publishing, were honored at the conferences 2014. Rant and Rave.

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Groups Multi-Channel Omni-Channel CEM 120

West Monroe

DECEMBER 12, 2021

This new maturity will increase the discipline and rigor of these organizations in demonstrating their ROI on customer engagement and expansion. “Figure out how to do more with less” could have been the unofficial slogan of the conference. Investment in one-to-many digital engagement tools (e.g., The result?

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Conference Technology Fashion Software 40

Think Customers

JUNE 8, 2016

Investing in new products without alienating your current customer base can be a complicated process. Interactive Intelligence, a call center solutions provider, is tackling this issue head-on as it promotes its PureCloud platform among customers who have embraced its on-premise solution.

Interaction 40

Interaction Call Center Solutions Conference Call Center 40

PeopleMetrics

FEBRUARY 4, 2015

Aggregate customer data allows you to spot trends and see the effects of your customer experience efforts on your customer base. It makes “the customer” tangible. (To To further emphasize this effect, one of our customers added stick figures to all of its conference rooms.

Feedback 48

Feedback Customer Experience Net Promoter Score Customer Centricity 48

ClientSuccess

MARCH 20, 2019

In this blog, I will cover the 4 high-level categories of customer success metrics. These categories were developed by 100 of the top customer success leaders during a session at the CS100 Summit —the number one leadership conference for customer success leaders. 4 High-Level Categories of Customer Success Metrics.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

ProProfs Chat

JUNE 21, 2019

Understand Customer Retention. Let’s first get a definition of customer retention. According to the Growth Marketing Conference, customer retention “[…] refers to efforts by a business to keep customers from defecting.” All you want to focus on at this stage is growing your customer base.

Customer Retention 63

Customer Retention Strategy How To Case Study 63

CSM Practice

OCTOBER 10, 2018

For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the Client Success team makes everyone feel more like they are at an awesome retreat than at a boring conference). Resources: Resources that you provide for your customer’s success.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the ClientSuccess team makes everyone feel more like they are at an awesome retreat than at a boring conference). Resources: Resources that you provide for your customer’s success.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the ClientSuccess team makes everyone feel more like they are at an awesome retreat than at a boring conference). Resources: Resources that you provide for your customer’s success.

Customer Success 49

Customer Success Chief Customer Officer ROI Roadmap 49

Team HGS

AUGUST 13, 2019

There are many reasons I’m lucky to live in New York City, including the fact that it’s where many companies hold conferences. The conference panel was moderated by Melissa O'Brien, Research Vice President Customer Engagement, HFS Research , with panelists: . Takeaway One: Where does the customer journey start?

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Management Conference Average Handle Time Contact Center 40

NobelBiz

AUGUST 13, 2024

Having multiple business phone numbers allows call centers to create a local presence in different regions or offer toll-free options, enhancing accessibility and improving customer trust. Related Article Customer Experience Automation – Benefits and Best Practices 7.

Call Center 52

Call Center Contact Center Customer Service Self Service 52

Hero Digital

NOVEMBER 14, 2018

At its annual Acquia Engage conference, that theme that was seen, heard, and shared by hundreds of digital leaders. Customer Experience Trends Report. It’s all about the customers. "There are more than 120 ways to engage with customers based on their digital footprint.

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Engagement Hospitality Trends Conference 47

Pointillist

JUNE 15, 2018

Many companies, in such circumstances, identify shorter-term behavior that can be used as a proxy for customer retention. Getting customers engaged in shorter-term activities often bodes well for long-term customer retention. When it comes to the automobile industry, that number is higher still—as much as 5 years.

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

Influitive

AUGUST 3, 2015

Small gifts (if their company allows it), discounts or free licenses, or the chance to speak at your user conference are just a few ways you can thank your advocates for helping you close more deals. Grow Your Customer Base. Just make sure the reward and recognize them appropriately for helping you out.

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B2B Report Social Media Marketing 66

Currency Alliance

OCTOBER 12, 2021

Just like the most frequent customers, engaging the mid-long-tail in your loyalty program will depend on finding complementary brand partners. However, the vast majority of these customers are a more varied subset of your audience, with more varied interests. Untapped insight in your customer base.

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Loyalty Loyalty Programs Airlines Travel 59

ChurnZero

JANUARY 24, 2022

This not only could keep current customers engaged, but it’s also a great way to reach potential new customers and hopefully boost subscription numbers. For new hires, employees should have a clear understanding that the customer is king, whether the role is client-facing or not.

Customer Centricity 52

Customer Centricity Strategy How To Sales 52

ChurnZero

JANUARY 24, 2022

This not only could keep current customers engaged, but it’s also a great way to reach potential new customers and hopefully boost subscription numbers. Keep Customers Front and Center From the Beginning of the Employee Journey. Encourage employees to sit in on customer service calls or industry conferences.

Customer Centricity 52

Customer Centricity Strategy How To Customers 52

SurveySensum

SEPTEMBER 6, 2023

This approach not only gets you more reviews but also builds customer loyalty , enhances your online reputation, and attracts new customers. Personalized Customer Engagement Personalized communication is the key to nurturing robust customer relationships. Thus it’s important to personalize your customer engagement.

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NPS Brands Social Media Net Promoter Score 52

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

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Customer Experience Consulting Multi-Channel Leadership 132

Gainsight

MARCH 15, 2023

So we found an opportunity to deliver that to our customers, to support them through their careers during this time when they may not have the budget from their HR teams to attend conferences or facilitate learning and development paths. KC: Your customer base is your business’s best revenue engine and growth engine.

Strategy 52

Strategy Self Service Case Study Trends 52

ChurnZero

DECEMBER 4, 2020

This is the second installment of a two-part article that was adapted from one of our most popular sessions at BIG RYG (ChurnZero’s annual Customer Success conference). To become your organization’s source of truth for your customer base, Anna recommends that Customer Success own the following data points: Gross retention*.

Customer Success 59

Customer Success Leadership Communication Customers 59

SurveySensum

OCTOBER 27, 2020

Being pivotal in shaping Customer Success’ best practices, she has been nominated as a top Customer Success strategist and influencer, year after year, since 2013. This week, in the SurveySensum CX Thought Leader Series , we had an insightful discussion with her about her Customer Success Journey. About CSM Practice.

Customer Success 59

Customer Success Consulting Chief Customer Officer Customer Centricity 59

BirdEye

FEBRUARY 21, 2023

It’s especially important for local businesses looking to connect with their communities and grow their customer base. Social media platforms allow businesses to target potential customers based on demographics, interests, and behaviors. To do this, you can use real customer data or buyer personas if you have them.

Social Media 98

Social Media Management Multi-Channel Analytics 98

BirdEye

AUGUST 9, 2024

Pages : Custom location-specific pages to improve online visibility, enhance customer engagement, and improve conversion rates across locations and services. Webchat : Instantly engage customers with AI-powered webchat solutions and convert them into leads. Catch the talk here to learn more!

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Comparison Social Media Multi-Channel Survey 59

PeopleMetrics

MAY 12, 2022

In this hotel example, the sample customer is a frequent solo business traveler, married, age 40, in town for a professional conference. You can zoom in and out based on what you're aiming to accomplish. Who is the customer taking this journey? Define your persona, their motivations, and goals. What will wow them?

Customer Journeys 62

Customer Journeys Course Hotels Touchpoint 62

Currency Alliance

DECEMBER 7, 2021

I heard it once, two weeks ago at a loyalty conference in London. A truly customer-centric loyalty ecosystem, which makes interacting with your brand quicker, easier and more interesting (rather than expecting customers to jump through hoops in order to benefit), leads to the best outcomes. Strive to be channel agnostic.

Loyalty 52

Loyalty Trends Loyalty Programs Touchpoint 52

ChurnZero

DECEMBER 20, 2019

James Scott , VP of Customer Success, ShootProof . Companies will need to leverage high-fidelity customer data and robust automation technology to successfully execute highly-personalized customer engagement campaigns at scale. Mikael Blaisdell , Executive Director, The Customer Success Association .

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Customer Success Chief Customer Officer ROI Sales 61