ShepHyken

JULY 31, 2020

A fantastic example of using live chat as a growth hacking technique to provide better customer service is the VPN provider, PureVPN. They were facing the challenge of increasing sales and improving overall customer satisfaction on their website. A person’s willingness to promote a product or a service forms the basis of NPS.

Customer Experience 88

Customer Experience Customer Service Net Promoter Score Self Service 88

ProProfs Chat

NOVEMBER 19, 2021

This poll question identifies promoters, detractors, and passive customers, which helps businesses to serve their individual needs and retain them for a long time. A sample NPS rating question looks like this: “ On a scale of 0 to 10, how likely are you to recommend our [business/ product/service] to a friend or colleague? ”.

Engagement 98

Engagement Sports Net Promoter Score Effort Score 98

Retently

AUGUST 9, 2018

If you’re interested in hearing about a successful Voice of the Customer example , look no further than Porsche. The vehicle was quite different from the existing high-performance sports cars the brand was known for. Porsche underwent exhaustive customer research before going ahead with product development. Detractors.

Feedback 87

Feedback CEM Net Promoter Score Social Media 87

Gainsight

MARCH 31, 2020

Most common use cases to look for include: Following up on NPS or other survey responses. Reaching out to customers with low product adoption. Reaching out to customers with high support ticket volume or priority. Sharing adoption reports with your customers. training modules by the customer) or change in data (e.g.,

Customer Success 85

Customer Success Tips CRM e-support 85

Totango

AUGUST 11, 2022

You can set up your customer success platform to trigger feedback surveys like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), or Customer Effort Score (CES) surveys. Loyalty programs show customers you appreciate their business, while referral programs let them know you value their support.

Tips 113

Tips Customer Journeys How To Net Promoter Score 113

Totango

AUGUST 21, 2020

These engagements are triggered by customer behavior, such as by a drop in product use or slow adoption after onboarding, or by events like opening a support ticket or a response to an NPS score. . Customer Success Is a Team Sport . Case Study: Zoom.

Customer Success 78

Customer Success Case Study Self Service Customer Centricity 78

ClearAction

JANUARY 6, 2021

Different customers have different expectations, so avoid “boiling the ocean” by focusing on getting it right with those customers who you depend upon most for near-term growth. Naturally, you want to be the market share leader with your core-growth customers. 7) Start focusing on customers’ objectives.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

ClearAction

OCTOBER 1, 2018

Apply customer lifetime value to customer intelligence and you’ll prioritize, motivate and sustain internal engagement in improvement and innovation efforts that your whole customer base will reward. This is what moves the CXM ROI needle: earn customers’ trust by aligning your company to CX insights.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Lumoa

OCTOBER 31, 2018

It’s not about software or a number – if you focus only on the NPS score you will never deliver the game-changing customer experience. Recognise your business is about the customer and not you. Listen more, understand their pain points, validate ideas and co-create with your customers. How to overcome those challenges?

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Let’s look at a sports analogy for enlightenment. So, what does it mean?

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

Gainsight

MAY 3, 2020

User Sentiment : NPS, Ratings, Release/ Feature-specific feedback to capture results/ outcomes/ ROI . Customer Success Teams : CS can bring in their unique customer insights to the data: Customer Context: Layering Customer Insights upon Product Data. In-App Guides/Survey.

Customer Success 59

Customer Success Customer Experience Roadmap ROI 59

CustomerSuccessBox

JUNE 13, 2022

Customer success and the role of Customer Intelligence. Customer intelligence may assist marketers in achieving a wide range of customer success objectives and activities. Creating a devoted customer base. Customer intelligence insights aid long-term customer development.

Customer Success 52

Customer Success Net Promoter Score Customer Centricity ROI 52

Kustomer

JANUARY 21, 2021

Youth sports, trying to be a good youth sport dad. I love sports. And then on the opposite side, maybe tens, if not hundreds of people that are delivering the value to those customers. But so, yeah, so there’s some connections basketball wise. I do still enjoy watching basketball, not playing much. Well, hey man.

B2B 72

B2B Company B2C Customer Centricity 72

BirdEye

OCTOBER 5, 2023

Supports premium pricing: Customers will pay more to shop from brands they know and trust. Facilitates market expansion: Launching a new product is a breeze when you have a loyal customer base. Customers already familiar with your brand won’t hesitate to buy your new products.

Examples 64

Examples Measurement Brands How To 64

Gainsight

JUNE 28, 2021

Tip: It’s important to note that a customer’s health is by no means a reflection of your CSM’s capability; it is only a means to understand that particular customer’s health in order to proactively help them succeed. Additional Inputs. We incorporate elements of experience health using the CX framework. Ritualized Scores.

Effort Score 59

Effort Score Measurement Tips ROI 59

Gainsight

JULY 16, 2021

With everyone, no matter the sport or training, it takes practice to reach your next level of performance. Using the right CS tech platform should provide you with features and functionality to give you visibility into your customer base. Be patient with yourself. Have you ever heard that practice makes perfect?

Analytics 40

Analytics Strategy Exercises Sports 40

SmartKarrot

OCTOBER 1, 2021

Ongoing management and development of overall Customer Success team/function. Be accountable for agreed revenue growth targets within the current customer base (through renewed contracts as well as additional workstreams). Own all core account metrics and goals to measure the performance of the Customer Success team (e.g.,

Customer Success 19

Customer Success Net Promoter Score NPS Sports 19

Qualtrics

APRIL 14, 2021

At the core, there are some similarities between B2C and B2B businesses — you rely on customers, and for them the experiences you deliver are everything. Our ability to focus on and resolve the right issues quickly has helped us increase our NPS and improve ease of doing business with us – and as a result, drive more business value.”

B2B 26

B2B Examples B2C Net Promoter Score 26