Retently

OCTOBER 16, 2024

Imagine transforming every email you send into an instant feedback opportunity. As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 billion market by 2027 – this simple addition to your signature could be your key to unlocking deeper insights into customer sentiment.

Feedback 134

Feedback Survey Effort Score Customer Satisfaction 134

eglobalis

MARCH 30, 2025

Low response rates, survey fatigue, and delayed feedback often leave companies reacting to problems far too late. Meanwhile, customers now interact with brands constantly through digital channels, generating a wealth of real-time signals. Companies usually collect feedback weeks or months after an interaction.

Survey 312

Survey Banking NPS Effort Score 312

eglobalis

FEBRUARY 24, 2025

AI cannot replace the trust, collaboration and human-led decision-making crucial in B2B customer experiences. AI offers powerful real-time data, but its human strategy that ensures alignment with long-term customer success in B2B ecosystems. B2B customer expectations are always evolving. AI enhances, doesnt replace.

B2B 288

B2B Culture Innovation Loyalty 288

ECXO

MARCH 6, 2025

Leadership also needs to model the change talking about customers consistently, celebrating customer-focused wins, and incorporating customer impact into decision-making criteria. These are opportunities where exceptional experience can strongly influence a customers loyalty and spend.

B2B 339

B2B Customer Journeys How To Effort Score 339

eglobalis

MARCH 13, 2025

Highlight Competitive Advantage : Show how a superior customer experience differentiates the company from competitors, potentially leading to increased market share. Leverage Customer Insights : Utilize customer feedback and analytics to identify pain points and opportunities, demonstrating a data-driven approach to decision-making.

Leadership 232

Leadership B2B B2C Effort Score 232

eglobalis

DECEMBER 17, 2024

Instead, dynamic alternatives such as Customer Effort Score (CES) , real-time sentiment analysis, and advanced AI-powered analytics offer deeper insights into customer behaviours. By leveraging AI-driven tools, businesses can analyse multi-dimensional feedback (emotional tone, intent, behavioural trends) across channels.

Net Promoter Score 337

Net Promoter Score Effort Score B2B NPS 337

ECXO

JUNE 23, 2024

Of course, I am extending the concept and exaggerating its use, but my point is that we can think that Customer Success acts as a kind of double agent because it serves both the customer and the company simultaneously, and clearly both sides are not enemies at all! It holds significant importance for any business.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Lumoa

FEBRUARY 28, 2023

No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Your customers are a wealth of information on how you can improve your marketing, sales, and customer experience. It’s the surest way to build a better product. It helps you prioritize.

Feedback 195

Feedback Strategy Net Promoter Score Effort Score 195

Feedbackly

OCTOBER 10, 2024

At Feedbackly, our mission is to empower you to create the happiest customers in the world. It’s the “brain” that understands the full context of your customer feedback. This tool works hand-in-hand with your main KPIs, such as EVI and NPS, to give you a more comprehensive view of customer experience.

Analysis 52

Analysis Feedback Meeting NPS 52

Calabrio

FEBRUARY 24, 2025

Analytics Calabrio Featured in G2s Best Software of 2025 Awards for Top Customer Service Share We have some incredible news to share Calabrio has officially been named to G2s Best Customer Service Software Products of 2025! This award fuels our passion to keep pushing the boundaries of whats possible in customer service technology.

Software 237

Software Customer Service Contact Center Exceptional Customer Service 237

CloudCherry

DECEMBER 23, 2019

And, this week on ‘The Sweets of CX ’, I dove in to my first episode as a solo host, and was honored to interview a friend and colleague who’s ALL about his customers, Mike Miller – Director of Customer Success at CloudCherry (now Cisco). So, what Brand has wowed our Customer Success Expert? Fancy that!

CEM 195

CEM Customer Success How To Return on Investment 195

SurveySensum

DECEMBER 30, 2024

ChurnZero B2B, SaaS Proactive customer engagement with real-time interactions Automated health score monitoring for predictive insights Data-driven decisions with key CX metrics Automated playbooks for scalable engagement $12,000 annually 4.7 Best Features User-friendly design for easy survey creation, customization, and deployment.

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

InMoment XI

OCTOBER 23, 2024

Introduce loyalty programs to reward long-term customers for their continued use of your banking services. By offering benefits like cashback offers, you can drive both customer satisfaction and loyalty. Moreover, these initiatives can also help encourage feedback to accomplish your customer experience management goals.

Banking 195

Banking Customer Experience Effort Score Financial 195

Totango

AUGUST 14, 2020

In our latest installment in the CXO Series , we sat down with Stephanie Comardelle, Vice President of Customer Experience, Success, and Solutions at Lucid to discuss what it takes to implement a stakeholder engagement plan at a time when there is so much going on as well as how they are managing their new customer success program. .

Customer Success 158

Customer Success Sales Feedback Groups 158

Retently

MAY 31, 2024

The Connective Tissue of a Company The first non-technical hire you make needs to be in Customer Success. Customer Success is the bridge between what your company does and what your customers need you to do. They offer a look into the minds of your customers and can shape the direction of your entire firm.

Customer Success 142

Customer Success Management Net Promoter Score Feedback 142

eglobalis

DECEMBER 4, 2024

CX Drives Innovation in Product and Service Design CX professionals play a critical role in gathering and interpreting customer feedback and data, which informs and help create product and service innovations. Example: Microsoft relies on its customer success teams to gather feedback on its Azure platform.

B2B 414

B2B Culture Government Innovation 414

InMoment XI

DECEMBER 17, 2024

It is common to see a wide range of candidates succeed in the role of CX managerfrom Salesforce Administrators to Senior Sales Operations professionals to Customer Success or Customer Experience/Voice of the Customer leaders. Supercharge Post-Service Customer Interactions 85% of your data is unstructured.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. In This Article: Why do you need Customer Experience Management?

Customer Experience 414

Customer Experience How To NPS Touchpoint 414

Thematic

FEBRUARY 3, 2025

Based on your valuable feedback from our recent NPS survey, we've shipped improvements across five key areas of Thematic. Streamlined Data Exports: Your Data, Your Way We know how important it is to get your feedback data exactly where you need it. You spoke, and we listened! Let's dive into what's new!

Feedback 62

Feedback NPS Survey Trends 62

Lumoa

JANUARY 8, 2019

Find out what are 5 leading trends in B2B customer experience management in 2019. Drive your business-to-business operations to customer success and advocacy. Understand the influence of customer feedback on B2B operations. RSS generated with FetchRss )

Customer Experience Management 341

Customer Experience Management B2B Trends Customer Experience 341

Gainsight

OCTOBER 15, 2024

For the past decade, Customer Success (CS) has been defined by a straightforward mission: guide customers to achieve their desired outcomes with your product or service. While this goal remains steadfast, the landscape of Customer Success is shifting dramatically.

Customer Success 52

Customer Success Conference Sports Leadership 52

Retently

JANUARY 13, 2025

Choosing a CES tool that fits your business needs whether its for automation, real-time feedback, or advanced analytics ensures you can collect meaningful data and act on it effectively. This means you can connect the dots between customer feedback and their journey, giving you a clearer picture of whats working (and whats not).

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

Calabrio

FEBRUARY 26, 2025

The Hidden Cost of Attrition Call center employees often face significant challenges that impact their job satisfaction and, in turn, customer service: Lack of career growth opportunities leaves agents feeling stagnant and unmotivated. Inefficient feedback mechanisms make employees feel unheard and disconnected from company goals.

Customer Satisfaction 162

Customer Satisfaction Self Service Gamification Employee Engagement 162

ECXO

DECEMBER 25, 2024

But meeting these expectations effectively requires companies to truly listen to their customersa fundamental pillar of excellent customer experience. 153 Listening to Customers: The Foundation of CX and Growth At the heart of exceptional CX lies the ability to listen and act on customer feedback.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. The product development team, once indifferent to customer feedback, started to pay more attention to it. But the change didn’t stop there.

Customer Experience 314

Customer Experience Customer Centricity Chief Customer Officer Culture 314

InMoment XI

MAY 31, 2022

As customers go through the various stages in the sales funnel, they cross departments from marketing to sales to product to customer success and customer service. These touchpoints may include the end of the onboarding cycle in SaaS , order delivery in ecommerce, a customer support interaction.

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

Retently

OCTOBER 11, 2024

QA tools can automate this process, providing real-time feedback and scoring. Provide Feedback and Training: Regular feedback and coaching help agents improve, ensuring consistent quality across the board. Retently categorizes feedback by topic and sentiment automatically, giving your team valuable insights at a glance.

Ecommerce 134

Ecommerce Retail Software Customer Service 134

ShepHyken

SEPTEMBER 7, 2023

In fact, in a three-year study, companies that implemented a well-designed customer success program saw a 91% return on investment and more productive CX teams. What does a “well-designed customer success program” even look like? Regularly update training materials based on customer feedback.

Customer Success 138

Customer Success How To Return on Investment Customer Centricity 138

Retently

JUNE 28, 2022

Without a clear strategy for turning NPS feedback into growth, it’s easy to run a business that people like but don’t talk about. Great feedback? Ask customers to spread their love on social media. They read their feedback, check the high score, pat themselves on the back and move on to other tasks.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

InMoment XI

NOVEMBER 26, 2024

When to Use: This journey map is used when developing marketing and sales strategies that aim to guide prospective customers through their decision-making process. It is particularly useful for aligning teams across multiple departments, such as marketing, sales, and customer success.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Net Promoter Score 133

Net Promoter Score Consulting NPS Customer Success 133

Experience Investigators by 360Connext

JULY 20, 2021

Let’s look at a common example scenario: First, it starts with an idea: customers are important! Typically, this means collecting customer feedback. Eventually, the organization gets to a point where they are applying CX best practices and doing what needs to be done for actual Customer Experience Management.

Customer Journeys 361

Customer Journeys Social Media Contact Center Survey 361

Lumoa

FEBRUARY 20, 2018

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control. Why do you need Customer Experience Management?

Customer Experience 353

Customer Experience How To NPS Touchpoint 353

ChurnZero

DECEMBER 19, 2024

Theyquestion the status quo, and relentlessly pursue their customers’ success, using ChurnZero software to power their initiatives and achieve breakthrough results. We’re delighted to introduce the winners of the 2024 ChurnHero Awards for customer success! Here’s who they are, and how they did it.

Customer Success 52

Customer Success Meeting Self Service ROI 52

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Experience Investigators by 360Connext

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts. Listening posts: Help us understand individual customer needs and experiences closer to real-time. What feedback to gather.

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. For example, “Enterprise Customer Success Manager”.

Customer Success 52

Customer Success How To Insurance Culture 52