Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! We hope so! At Totango Live!

Customer Journeys 104

Customer Journeys Customer Success Exercises B2B 104

Kerry Bodine

NOVEMBER 15, 2017

How have you been able to overcome the silo mindset to get the full value out of the journey mapping exercises? Customers’ goals and tasks don’t fit neatly into one bucket in your org chart, but span multiple departments and channels—so customer journeys are inherently cross-functional.

Customer Journeys 120

Customer Journeys Exercises Contact Center Touchpoint 120

Alida

JUNE 27, 2016

While customer intelligence is becoming an enterprise-wide exercise, it typically starts with market research. Traditionally, market researchers have been the people who collected, analyzed and distributed customer feedback and insight. Here are highlights from the session. Think bigger—look beyond research.

Software 145

Software How To Exercises Advertising 145

CX Accelerator

FEBRUARY 3, 2018

Enhanced Agent to Agent Dialog – Customer Service is a team sport. The DiSC exercise should be done as a team event. Be sure to customize based on your unique demographic and challenges. When agents are not communicating well with each other, knowledge barriers and poor attitudes are a predictable result.

Interaction 140

Interaction Customer Service Sports Exercises 140

CX Journey

SEPTEMBER 17, 2015

Hold a brainstorming session with your team, managers, and even stakeholders, to pull in as many ideas through an empathy map exercise. Throughout the exercise, you will be looking at four aspects of the customer experience: thinking, seeing, doing, and feeling. Utilize the empathy map exercise with your team.

Loyalty 80

Loyalty Exercises Social Media Video 80

Thematic

FEBRUARY 9, 2025

What are some use cases of customer sentiment analysis? In the Dick’s Sporting Goods example above, the specific aspects worth tracking are ‘customer service’ and ‘return policy’ 3.

NPS 62

NPS Analysis Sports Net Promoter Score 62

CSM Practice

APRIL 29, 2020

How this works: If you haven’t changed how you segment your existing customer-base, continue reading this article to better understand how this works: First, you’ll need to make sure each account is assigned with the correct industry on your CRM system. That’s a basic step without which, this whole exercise is doomed.

Strategy 75

Strategy Exercises CRM Customer Success 75

Totango

JULY 19, 2022

However, a traditional CRM focuses just on the transaction stage of the customer relationship rather than cultivating growth across the entire customer journey. And since relationships are truly built after the sale is closed, your CRM will no longer be able to meet your needs as you continue to nurture and grow your customer base. .

CRM 96

CRM Customer relationships Customer Success Exercises 96

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

GetFeedback

FEBRUARY 7, 2020

As you accomplish this, you’ll see your revenue and customer count grow through referral traffic and an improved brand reputation. This simple exercise will help ensure you get responses, even from customers who are on the go. Pro Tip: At GetFeedback, we recommend using an automated NPS program to send out targeted surveys.

NPS 199

NPS Net Promoter Score Effort Score Survey 199

Russel Lolacher

JUNE 15, 2021

Voice of Customer (VoC) Programs – this is a focus on capturing, analyzing and reporting on all customer feedback—expectations, likes, and dislikes—associated with your company. this exercise collects customer’s feedback about their experiences with and expectations for your products or services.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Gainsight

DECEMBER 19, 2023

Creating Common Points Along Your Customer Journey Maps At the core of Comeet’s customer growth strategy is a unique approach to how they map out their customer journey.

Customer Journeys 97

Customer Journeys Roadmap Comparison Exercises 97

Alida

OCTOBER 28, 2016

Online communities provide the most ROI when they have people who are eager to actively participate and who represent the company’s customer base. Because GoDaddy’s community was for customers, the company’s recruitment strategy started with an invitation to its entire customer base. But GoDaddy didn’t stop there.

Healthcare 100

Healthcare Social Media Exercises ROI 100

Beyond Philosophy

JANUARY 19, 2019

People are driven to act by different things, which vary based on life stage, demographic, and personal attributes. Grouping or segmenting your customers based on their behavior is an excellent way to segment your customer base. However, exercise caution wielding this powerful new tool.

Net Promoter Score 84

Net Promoter Score Marketing ROI Return on Investment 84

Comm100

JULY 20, 2020

It’s no secret how social media gives you the freedom to explore creative opportunities as well as exercise influence on how visitors perceive your brand. Every social media platform has a different customer base in terms of basic demographics, purpose, and user behavior, which is why chatbots need to be integrated with all your profiles.

Social Media 140

Social Media Chatbots ROI Brands 140

ChurnZero

DECEMBER 2, 2022

If (nearly) missed targets are becoming the norm, it might be time for you to dust off and revamp your customer segmentation strategy. Re-segmenting your customer base is a natural evolution of your company, product, and team’s growth. Q: What were the major lessons learned from re-segmenting your customer base?

Chief Customer Officer 98

Chief Customer Officer Analysis Customer Base Exercises 98

Beyond Philosophy

JANUARY 19, 2019

People are driven to act by different things, which vary based on life stage, demographic, and personal attributes. Grouping or segmenting your customers based on their behavior is an excellent way to segment your customer base. However, exercise caution wielding this powerful new tool.

Net Promoter Score 79

Net Promoter Score Marketing ROI Return on Investment 79

Customer Bliss

JANUARY 14, 2016

We originally focused on gaining a greater understanding of customers with data and information, and found we could have moderate success and make real changes for our customers based on the results of surveys and feedback. That said, Adobe is a company with deeply passionate customers, and we knew we needed to do more.

Connections 100

Connections Exercises Customers Metrics 100

Customer Bliss

JANUARY 14, 2016

We originally focused on gaining a greater understanding of customers with data and information, and found we could have moderate success and make real changes for our customers based on the results of surveys and feedback. That said, Adobe is a company with deeply passionate customers, and we knew we needed to do more.

Connections 100

Connections Exercises Customers Metrics 100

Beyond Philosophy

JANUARY 28, 2023

Vijay Patel’s sales haven’t been what he hoped, and he wondered if the problem might be targeting the wrong customers. Many organizations use databases to segment their customers based on easy-to-collect data, like demographics, industry vertical, or total annual sales.

Exercises 88

Exercises Travel Financial Consulting 88

Lumoa

SEPTEMBER 11, 2023

For example, a busy working mom might not have time to participate in a customer survey, but a college student might. This exercise of creating buyer personas is critical. It lets you identify the demographic makeup of your customer base. You also need to engage with real customers in the market.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Lumoa

SEPTEMBER 11, 2023

For example, a busy working mom might not have time to participate in a customer survey, but a college student might. This exercise of creating buyer personas is critical. It lets you identify the demographic makeup of your customer base. You also need to engage with real customers in the market.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

delighted

JANUARY 7, 2021

Using a customer journey map to improve the customer experience. Outlining current processes helps to visualize what your customer is experiencing in real time and may unveil common pain points that need to be addressed. . Gaining a deeper understanding of your customer. Creating a customer persona.

Customer Journeys 98

Customer Journeys Touchpoint Net Promoter Score Exercises 98

Retently

JANUARY 19, 2023

Another reason why product-market fit is essential is that it helps to create a loyal customer base. When a product meets the target market’s needs, customers are likelier to become advocates for the product. That can increase brand awareness, which is vital for the long-term success of any business.

Measurement 157

Measurement Survey Marketing Effort Score 157

OpinionLab

FEBRUARY 25, 2016

Furthermore, when organizations choose to alter their sites without proper insight, they can do real damage to their customer’s experience, and ultimately, whatever brand loyalty they’ve previously garnered. First of all, listening to your customer base before, during and after you make any changes is crucial.

Exercises 90

Exercises Innovation Consumers Sales 90

Lumoa

APRIL 24, 2018

Steve Towers Customer Experience & BPM Visionary, Keynote Author, Board Advisor & Judge. Plus, NPS samples are insufficient i.e. of the total customer base how many responses would we need across a range of touchpoints to make NPS statistically valid? Customer Hub linkedin twitter Why? blog linkedin twitter Why?

System 317

System Effort Score NPS Net Promoter Score 317

Lumoa

FEBRUARY 14, 2024

How to Spot Gaps in Your CX Strateg y Tracking this data through CX management software gives companies the freedom to tinker with other aspects of CX, like the number of customer touchpoints or level of personalization, with measurable KPIs to judge the results. Fine-tuning your CX elements is a constant exercise.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

ClearAction

JANUARY 20, 2020

Workflow changes provide enduring improvements your whole customer base rewards. Employees no longer feel tempted to tell customers what ratings to give. (“give us a 10” practice makes your survey lose its validity, and; it wastes all parties’ time and money). 10) Close the Loop with Your Customer Base.

Customer Experience 120

Customer Experience Analysis Customers Metrics 120

TechSee

AUGUST 26, 2024

Role-playing exercises are also highly beneficial for actually showing a team of agents how to improve customer service skills in a call center. These exercises allow agents to practice their skills in simulated real-life scenarios, preparing them for a variety of customer interactions.

Call Center 124

Call Center Customer Service Chatbots Average Handle Time 124

Customer Guru

JANUARY 30, 2018

We told them that we are getting into an experiment wherein we suggest ways to improve when compared to the existing way of dealing with the customers. We could easily get our message across of this being an experiment rather than an investigation or a fault-finding exercise. The customer experience thus was positive and inclusive.

Brands 95

Brands Customer Experience Marketing Entertainment 95

Upstream Works

OCTOBER 28, 2022

At Upstream Works, we have seen email volumes come as a complete surprise to some of our customers; we have seen email completely ignored as a channel in the contact center, to the degree that there is no concept of how many email communications come in a month or what percentage of the contact volume that represents.

Contact Center 78

Contact Center Chatbots Insurance Exercises 78

ModSquad

MAY 26, 2020

Not only does this make for better customer support interactions, it can be used to market to the customer based on their history and preferences. Customers seeking assistance with digital products can avoid restarting the standard support script when they reach out for help. Provide smarter assistance.

CRM 84

CRM Customer Experience Rewards Programs Social Media 84

Education Services Group

FEBRUARY 26, 2023

customers). As a CS leader, you might not be as familiar with that last quality, but I can promise you that going on tour is an extremely valuable exercise that more of us can – and should – take advantage of. The mission of Customer Success has always been to retain customers and grow the customer base over time.

Customer Success 97

Customer Success Leadership Exercises Meeting 97

Customer Bliss

MAY 5, 2015

Connect experience to ROI by showing a simple metric of the growth or loss of your customer base. Call lost customers and map their issues for defection across your customer life cycle. Show the incremental growth that would have occurred if you had not lost customers.

Customer Experience 100

Customer Experience Net Promoter Score Effort Score Roadmap 100

ChurnZero

JUNE 11, 2021

How frequently you evaluate your customer health score will depend on the size of your customer base, but we advise at least every quarter, or at maximum, every six months. How to Measure the Effectiveness of Customer Health Scores. This exercise begins with being introspective.

Measurement 96

Measurement How To Exercises Analysis 96

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! Invest the time and energy into this exercise as it can change the game. Involve Product.

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

ijgolding

AUGUST 11, 2015

Surely just a tick box exercise online, but it still took you up to 2 weeks! Perhaps, in the passing years, your customer base will diminish to such an extent that you will no longer be trading. During this process, I also received a number of aggressive payment chasing calls.

Industry 120

Industry Customer Experience Customers Customer Retention 120