ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies.

Customer Success 80

Customer Success eBook Loyalty Conference 80

ShepHyken

MARCH 15, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. For this short post, let’s look at two emerging customer experience trends.

Customer Service 130

Customer Service Customer Service Training Customer Retention Training 130

Storyminers

MAY 21, 2020

He recently caught up with CMO to discuss the ongoing challenges many marketing leaders and their brands are facing when coping with the rapid organisational change presented by digital disruption and next-generation customer engagement. So you end up taking more resource out of the business, and cost cutting.”.

Culture 147

Culture Voice of Customer Fashion Strategy 147

ShepHyken

SEPTEMBER 26, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Qualities You Need To Get A Good Customer Service Job by James Spillane. Business 2 Community) Are you interested in getting a customer service job? Here are my top five picks from last week.

Customer Service 67

Customer Service Customer Retention Tips Analytics 67

ShepHyken

FEBRUARY 21, 2022

Each week I read many customer service and customer experience articles from various resources. Are Lifelike Digital Humans the Future of Customer Experience? My opinion is that this technology ups the customer experience related to lower-level needs. Here are my top five picks from last week.

Customer Service 70

Customer Service Customer Retention Customer Satisfaction Social Media 70

Comm100

DECEMBER 19, 2017

Some of the business objectives you can use include customer retention, customer satisfaction, product purchases, purchase volume, purchase frequency, products returned, the number of dissatisfied customers and revenue. How can we reduce delays to customer calls and increase responsiveness this quarter?

Strategy 294

Strategy Customer Experience How To Customer Journeys 294

ShepHyken

MARCH 3, 2019

Each week I read a number of customer service and customer experience articles from various resources. Why Is Customer Service So Bad? My Comment: The Internet of Things (IoT) is positively impacting the customer experience. The future is here, and the customer experience is better because of it.

Customer Service 95

Customer Service Omni-Channel Customer Retention Case Study 95

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Winning means losing in the game of customer retention by Linda O’Grady. CMO) All too often retention is a blanket goal. ‘We Here are my top five picks from last week. by Steve Williamson.

Customer Service 92

Customer Service Customer Retention Feedback Customer Centricity 92

Kustomer

NOVEMBER 1, 2021

Check out our favorite customer service podcasts, or keep reading for some entertaining podcast history. Since formally hitting the scene in 2004, the podcast space has become an exciting resource and touchstone for business information and trends. The Power of the Podcast. Experience This!

Customer Service 90

Customer Service Entertainment Trends Social Media 90

DCX

JULY 30, 2024

Get 30 day free trial Welcome to the DCX Newsletter Here's a sneak peek of what's in store: A CX Leader's Guide to Organizational Buy-In Customer Facing Departments Product & Technology Support Functions Cross-Functional Initiatives Ready? Feel like you're screaming into the void about customer experience? Let’s go!

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

Kustomer

AUGUST 26, 2022

Customer experience (CX) professionals have to make a concerted effort to keep up with the ever-changing CX field. Podcasts are a tried and true way for these professionals to not only learn but to keep listeners up to date with technological advances within the industry. Episode Frequency: Weekly Episode Length: 20-30 minutes.

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 95

ShepHyken

NOVEMBER 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. Customer Retention Made Easy by Samir Palnitkar. Here are my top five picks from last week.

Customer Service 82

Customer Service Airlines Employee Engagement Rewards Programs 82

Storyminers

JULY 29, 2018

He recently caught up with CMO to discuss the ongoing challenges many marketing leaders and their brands are facing when coping with the rapid organisational change presented by digital disruption and next-generation customer engagement. So you end up taking more resource out of the business, and cost cutting.”.

Culture 100

Culture Voice of Customer Fashion Strategy 100

ShepHyken

MAY 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. LinkedIn) When it comes to the strategic decisions that will help you thrive as a company, a positive experience is not the only factor that will make customers choose you, or stay with you. Follow on Twitter: @Hyken.

Chatbots 93

Chatbots Loyalty Programs Customer Service Return on Investment 93

ShepHyken

AUGUST 13, 2018

Each week I read a number of customer service and customer experience articles from various resources. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? My Comment: Want to get better at customer service? Here are my top five picks from last week.

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

OCTOBER 24, 2022

Each week, I read many customer service and customer experience articles from various resources. While the title focuses on retailers balancing digital and human-to-human experiences, there is a lot that any company (B2C or B2B) can take away from the lessons shared. Why Do Customers Love Certain Brands?

Customer Service 52

Customer Service Retail Course Customer Service Training 52

ShepHyken

JANUARY 16, 2017

Each week I read a number of customer service articles from various online resources. 5 Stages to Building Customer Loyalty by Melissa Gonzalez. IBM) As a digital marketer, it’s important to remember that a long-lasting customer relationship takes time and trust; and trust takes a lifetime to build and a second to break.

Customer Service 48

Customer Service Contact Center Customer Retention Loyalty 48

Education Services Group

OCTOBER 22, 2019

A few years ago, companies would simply re-purpose existing resources and label them “CS” and call it good. Now, they’re starting to realize the importance of dedicating resources to Customer Success. Q: Where can businesses see the biggest impact from Customer Success? Q: Today’s marketing is customer-focused.

Customer Success 40

Customer Success Resources Customer Retention Industry 40

ProProfs Chat

SEPTEMBER 20, 2019

Having understood the importance and purpose of customer service in the business, let us dig deep to learn why it is the primary stepping stone to your business success. Improves Customer Retention Rate. When you acquire a new customer, it costs you five times more than retaining an existing one. The Technology Angle.

Customer Service 68

Customer Service Gamification Airlines Net Promoter Score 68

ClearAction

DECEMBER 16, 2017

There’s a myth that talking often to your customers (sales, service, surveys, etc.) means you’re customer-focused. However, customer-focus goes beyond lip-service to the primary motives that drive your behaviors. Gap in Desired Versus Actual Customer-Centricity. Notes: 1 CMO Council: Customer Affinity study.

Customer Centricity 63

Customer Centricity Culture Return on Investment Conference 63

ShepHyken

MAY 15, 2017

Each week I read a number of customer service and experience articles from various online resources. There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. . Josh Linkner) In these highly competitive times, it’s become increasingly difficult to hold onto customers.

Customer Service 69

Customer Service Airlines eBook Loyalty 69

Think Customers

DECEMBER 13, 2021

One without the other can lead to even the most cutting-edge tools failing to work together, or worse, the deployment of the wrong CX tools and technologies all together. 3 questions to ask during this step: What new technologies and processes need to be introduced to achieve your North Star vision?

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

Gainsight

JANUARY 20, 2023

The importance of these phases is tied to the customers’ focus on the value they are getting from your product or service. If a customer has been successfully engaging with your products, they are a promising candidate to expand into other areas of your offering.

Customer Success 52

Customer Success Strategy Touchpoint Tips 52

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. CSAT.AI) The holiday season is rife with customer service horror stories from both customers and workers. Follow on Twitter: @Hyken.

Loyalty Programs 65

Loyalty Programs Customer Service Self Service Retail 65

NobelBiz

JULY 4, 2023

Hence, it’s no surprise that many forward-thinking organizations are turning to technology to streamline their operations. One such technology is Automated Interaction Summaries. These are instrumental in enhancing agent utilization, customer experiences and shaping business strategy.

Interaction 52

Interaction Call Center Engagement Contact Center 52

Magellan Solutions

OCTOBER 18, 2016

Most businesses spend the majority of their resources on getting new customers that they tend to ignore their most prized asset: their existing customer base or network. “It It is cheaper to retain than acquire a customer,” says 70% of respondents from Econsultancy/Responsys Cross-Channel Marketing Report 2013.

Customer Base 40

Customer Base Social Media ROI Customer Retention 40

One Millimeter Mindset

MARCH 18, 2019

With them, and for them, on behalf of better serving each other and your customers. Let alone experiences leading to customer success and customer retention? Consider the impact on the quality of customer-focused outcomes which might be created, if these barriers no longer existed.

Customer Retention 72

Customer Retention Communication Culture Meeting 72

ShepHyken

SEPTEMBER 4, 2017

Each week I read a number of customer service and experience articles from various online resources. The top five things you hate most about customer service by Sarah Ingrams . Whether you’re buying new gadgets, planning a holiday or managing your finances, everyone has to deal with customer service from time to time.

Customer Service 64

Customer Service Net Promoter Score Self Service NPS 64

Kayako

JANUARY 24, 2018

What will make a business more customer-centric than the next one? We predict it’s the technology they choose that will reflect how close they want to get to their customers. Navigate the trends: Customer-centric through a customer experience strategy. This is how we see the breakdown happening.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

ShepHyken

DECEMBER 5, 2016

Each week I read a number of customer service articles from various online resources. Beyond the Wow Factor: Why Customer Experience Management Is Not About Exceeding Expectations by Paul Greenberg & Thomas Wieberneit. 40 Customer Retention Statistics You Need to Know by Chris Boeckelman.

Customer Service 48

Customer Service Travel Customer Retention Loyalty 48

SurveySensum

SEPTEMBER 5, 2023

These satisfied users aka promoters enthusiastically recommend your software to others, driving customer acquisition for your business. By prioritizing an outstanding customer experience, you not only boost SaaS customer retention but also harness the promotional power of your satisfied users, ultimately growing your business.

Customer Experience 52

Customer Experience Self Service Effort Score Metrics 52

Gainsight

JUNE 9, 2021

Shift of power to the customer. How technology works for all of us. Make the whole company a priority with everyone working together on net retention. What an important and exciting justification for the existence of CS—the effect on customer retention and net dollar retention (NDR).

Entertainment 98

Entertainment Customer Success ROI Trends 98

Clarivate

OCTOBER 10, 2017

Ideally, a company that knows their customers’ priorities will understand which decisions affect customers, and to what degree, and will likely make better customer-focused decisions. And a cost-conscious company might make decisions that reduce customer service headcount and make customers wait longer for support.

Company 40

Company Culture Customers Customer Retention 40

delighted

OCTOBER 4, 2019

Many organizations understand that customer experience (CX) is important for retention and brand affinity. 86% of consumers are willing to pay more for a better customer experience. As the technology evolved and access to information increased, so did the number of places that customers could share feedback with others.

Customer Experience 40

Customer Experience Marketing Self Service Effort Score 40

One Millimeter Mindset

DECEMBER 5, 2018

Because they are key to positive customer experiences. And they fuel customer success and customer retention. In general, employee engagement focuses on the value of perceived, and measured, employee-centric experiences. First, does employee-focus translate into customer-focus? Perhaps you should.

Engagement 63

Engagement Culture Employee Engagement Employee Experience 63

ChurnZero

MARCH 3, 2020

The conference features a Customer Service track that focuses session content on Customer Success, Account Management, customer experience, customer feedback, customer loyalty, and customer retention. Technology & Services World Date: October 21 – 23, 2020 Location: Las Vegas, NV.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

CSM Magazine

JUNE 21, 2018

Unless a company begins at startup with a zealous customer focus, there is practically no chance for improvement without a consulting partner. The Secret is Technology. Too many companies figure that technology is the key to better service. Many new technologies fail to deliver on their promises. The Tool-Chest Dilemma.

Company 40

Company Customer Experience Net Promoter Score Effort Score 40