Customer Bliss

AUGUST 9, 2018

Gain a better understanding of customers and their journey. Understand the settings they work in, the type of customer they are, which products they use, and how to drive empathy in employees. A large conference room is set up once a quarter by stages of the customer lifecycle. How is the room organized? How is it used?

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

Totango

JULY 6, 2021

These components, which correlate closely with customer engagement and satisfaction , can be quantified by assigning key performance indicators to them. This makes customer loyalty a metric as well as a concept. Why Is Measuring Customer Loyalty Important? How Do You Measure Customer Loyalty? Net Promoter Score (NPS).

Loyalty 114

Loyalty Net Promoter Score Measurement NPS 114

Beyond Philosophy

OCTOBER 14, 2014

These four actions evoke emotions that develop a relationship built on a foundation of trust, which can flourish into Customer retention and loyalty over time. View our books on Customer Experience here. Make sure that your use of data adds value to their experience. Which companies do you think do a good job with data security?

Net Promoter Score 102

Net Promoter Score Data CEM Customer Retention 102

Education Services Group

OCTOBER 15, 2020

We were thrilled to sponsor the first annual BIG RYG Customer Success Conference, and have our own Vice President of Customer Success & Operations, Megan Macaluso , included in the list of impressive speakers! (If I’m excited to pair PES with NPS, then incorporate both into future Customer Success projects.

Net Promoter Score 105

Net Promoter Score Conference Customer Success NPS 105

ChurnZero

AUGUST 15, 2024

One of the most effective ways to achieve this is to leverage AI for customer retention by using it to understand customer trends and mitigate churn risks. Now, back to crafting those perfect customer experiences—happy retaining! How to leverage AI for customer retention by identifying actionable trends.

Customer Retention 52

Customer Retention Management How To Trends 52

SurveySensum

SEPTEMBER 8, 2023

This small case study shows that when companies move beyond the traditional customer satisfaction metric and rigorously measure NPS , they can find ways to make customers happier, which, in turn, can lead to increased revenue. Yet most businesses struggle to move beyond measuring their NPS.

NPS 52

NPS ROI Social Media Effort Score 52

Retently

JANUARY 25, 2023

Announced during the Annual Worldwide Developers Conference in June 2020 but rolled out starting with iOS 14.5 With the CAC going up and increasing competition, ecommerce marketers were forced to put customer retention strategies up front. What do privacy updates mean to the industry?

Ecommerce 31

Ecommerce Loyalty Programs Advertising Loyalty 31

ChurnZero

DECEMBER 29, 2020

As such, we tapped industry experts for a verbal duel on the subject, which took the form of an Oxford-style debate, at BIG RYG, ChurnZero’s annual Customer Success conference. You can watch all the on-demand sessions from the conference now.) 5 Ways to Reduce Churn by Delivering a Consistent Customer Experience.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

Education Services Group

APRIL 27, 2022

Do your CS Ops team use a UAT approach to enable your CSMs with SOPs to view ARR, GRR, MRR, ACV, TCV, ARPU, CAC, CES, CSAT, CGR, CLV, DAU, TTFV, MAU, TTO, TTV, FCR, NPS, NRR, and PES within their customer’s CSPs in your CSP to effectively deliver EBRs and meet OKRs that lead to an enhanced ICP? Ridiculous, right? You know who you are!

Metrics 98

Metrics Effort Score NPS Net Promoter Score 98

Kustomer

JANUARY 11, 2022

Depending on the nature of your business and the needs of your customers, implementing automated assistance in the shape of features such as chatbots can offer many benefits, from quicker response times to streamlining staff expectations. Better Customer Retention. Loyalty is about more than customer retention.

Customer Service 84

Customer Service e-support Self Service Customer Retention 84

Innovative CX

OCTOBER 13, 2023

Journey Mapping Surveying customers (VOC) Creating ROI’s Hiring CX “program” managers Engaging CX consultants Buying technology Attending CX conferences Listening to CX webinars and podcasts Reading the latest “how to do CX” book. Tracking NPS scores No, the headline of this article isn’t a misprint. NPS, CSAT, CXi, etc.

Customer Experience 59

Customer Experience Conference Customer Journeys NPS 59

Daniel Group

NOVEMBER 10, 2023

He found that the NPS question (how likely are you to recommend) was strongly correlated with several business outcomes, most notably business growth. Over the years, the connection between positive customer experiences and outcomes such as sales growth and customer retention has continually been seen.

Net Promoter Score 52

Net Promoter Score Conference Effort Score Sales 52

Amity

MARCH 27, 2017

This blog post counts many useful tips for writing a case study that attracts your ideal customer, and a lot of it would not be possible without the help of the Customer Success team. • Customer Success and Marketing: 3 Strategies to Improve Customer Retention. NPS is all about actionable data.

Customer Success 48

Customer Success Marketing Case Study Conference 48

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), and Harvard Business Publishing, were honored at the conferences 2014. This year’s crop of candidates was quite competitive.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

ClearAction

OCTOBER 16, 2019

conference and in his article, Welcome to Churn Nation, The 9th Biggest Country in the World You’ve Never Heard of — But Are Living In. He said: “Warning: Losing customers can damage your wealth. Strong customer experience performance in the post-purchase phases yields better customer references, case studies, and referrals.

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

Beyond Philosophy

SEPTEMBER 15, 2015

Did you know Netflix’s Net Promoter Score (NPS) is higher than the cable companies? This poor Customer Experience is one reason I now use Netflix more than my cable company. This poor Customer Experience is one reason I now use Netflix more than my cable company. One of the frequent questions I get is, “Our NPS is XX.

Net Promoter Score 60

Net Promoter Score NPS Banking Telecommunications 60

Retently

AUGUST 26, 2019

What a customer defines as excellent customer service can range from great and prompt support to UI tweaks that make the customer experience more streamlined. With loyal customers, retention is skyrocketing, referrals are driving more leads and your company is streamingly growing. NPS Survey Template.

Feedback 71

Feedback Social Media Effort Score Net Promoter Score 71

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

ChurnZero

APRIL 14, 2023

Note: this article is adapted from a session presented by ChurnZero Chief Customer Officer Alli Tiscornia and ChurnZero Chief Product Officer Abby Hammer at ChurnZero’s annual Customer Success conference, BIG RYG. They don’t have shared product adoption or customer retention goals. It’s a tactical relationship.

Customer Success 52

Customer Success Net Promoter Score Effort Score Chief Customer Officer 52

Education Services Group

MAY 20, 2022

I lock my laptop and go into a conference room to answer. Hypothesize outcomes and then analyze how variables impact each other in the data you collect based on your customers’ behaviors. Stop chasing scenario-based Net Promoter Scores (NPS)—not going to get into that again here, that was last week. Justin…don’t be mad.

Customer Success 98

Customer Success Net Promoter Score Customers Metrics 98

ChurnZero

DECEMBER 27, 2019

Do you have enough empathy to know how your response is being received through your customer’s eyes? Follow these reparative steps to salvage your relationship with upset and frustrated customers before they’re damaged beyond repair. . 6 Customer Retention Strategies That Kee p Customers Coming Back .

e-support 64

e-support eBook Chief Customer Officer B2B 64

SurveySensum

JULY 14, 2020

Jay Nathan – Founder of Customer Imperative and Gain Grow Retain. With over a decade of experience in customer success and customer service, Jay Nathan has developed customer retention and growth methodology for building, managing, and scaling tech companies serving businesses of all sizes. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CustomerSuccessBox

DECEMBER 24, 2021

This way each touchpoint with your customer-whether it’s through marketing, or sales, or product team- is an opportunity to make that impression. Consider surveying your customers at significant points in your interaction with them. Additional Read- Customer Retention Guide. Low NPS Customer Webinars Conferences.

Customer Journeys 52

Customer Journeys Customer Success Chief Customer Officer Touchpoint 52

Gainsight

NOVEMBER 16, 2023

They don’t just think about success for a few customers, they set out to accomplish success for all customers. As a result, their companies reap the rewards of stronger adoption and customer retention.

Telecommunications 52

Telecommunications Contact Center Innovation Chatbots 52

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.

Customer Success 59

Customer Success Consulting Chief Customer Officer Customer Centricity 59

ChurnZero

DECEMBER 20, 2019

Sales teams receive compensation at the beginning of a customer journey and tend to be less invested in the longer-term outcome. It is important to align the goal of long-term customer retention across the company as it is the crux of continuous company growth. Sales and CS collaborations create “pods” of sales.

Customer Success 61

Customer Success Chief Customer Officer ROI Sales 61

Beyond Philosophy

JUNE 20, 2015

This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.) Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. The first, a B2C example, involves a major player in the cable television industry.

B2C 60

B2C B2B Metrics Analysis 60

Ian Williams

MAY 13, 2016

A recent article by Adrian Swinscoe that asks whether we should fire, rate or educate customers reminded me of a personal view that I first ‘aired’ at the Satmetrix conference in London in 2014. After all, many companies already regularly ask customers to rate their performance, so why not do the same in return?

Comparison 40

Comparison Course Customers Conference 40

Amity

AUGUST 5, 2016

We are very closely partnered with them and bring them to many customer meetings to hear directly from the customer. Our Annual Customer Experience (ACE) Conference is coming up in September (returning to Toronto this year!) "As the Customer Success team, we are the voice of the customer."

Customer Success 48

Customer Success Culture Customers Meeting 48

Amity

OCTOBER 31, 2016

I’m the VP, Customer Success here at Uberflip. The first being product adoption, the second being customer retention, and the third being customer expansion. It might help to start with a bit of a history, give that, relative to other teams here at Uberflip, Customer Success is still very new.

Customer Success 0

Customer Success Customers Metrics Sales 0

SmartKarrot

JANUARY 20, 2021

Drive customer adoption through training and development of best practices to continually create incremental value. Monitor the adoption rates WhiteSource customers; help align customer use cases with their business objectives. Generate referrals for new business by fostering strong relationships with existing customers.

Customer Success 10

Customer Success Banking Conference ROI 10

SmartKarrot

DECEMBER 3, 2020

This list of new year’s resolutions will help customer success managers handle their priorities well for a successful run at the customer front. With the Coronavirus pandemic that has shaken the world in 2020, it is important to look for improvements in customer retention in 2021. Create a customer-centric culture.

Customer Success 10

Customer Success Management Customer Journeys Net Promoter Score 10

SmartKarrot

NOVEMBER 8, 2021

Customer satisfaction is an important metric whether you measure this directly or through Net Promoter Score (NPS). It’s often the first indicator that tells you whether customer success efforts are performing as expected, and it’s a critical metric to track over time. Customer retention rate.

Customer Success 10

Customer Success Net Promoter Score Chatbots B2B 10

ChurnZero

OCTOBER 30, 2023

Rather, CSMs should collect and analyze account dataand use the data to develop a story of how a product is helping customers solve problems. Indeed, that was the key message behind a presentation by Keishla Ceaser-Jones and Stephanie Workman-Bolden at BIG RYG , the Customer Success Leadership Conference. Do they open emails?

Customer Success 52

Customer Success Net Promoter Score Case Study Conference 52

Gainsight

MAY 13, 2020

We could have never imagined that when we started Pulse in 2013 with 300 attendees that it would grow to the size of our virtual conference today with over 21,000 registered attendees. They combine these insights with the Gainsight PX retention report to truly measure if customers are addicted.

Roadmap 59

Roadmap ROI NPS Customer Success 59

Bold360

DECEMBER 1, 2016

. “The biggest mistake companies make evaluating and purchasing customer care software is…” Not utilizing the power of their CRM! CRMs are under-utilized for customer retention. That being said, the vast majority of CRMs are perfectly suited towards customer retention.

Software 40

Software Customer Experience Company CRM 40