Amity

FEBRUARY 8, 2018

Co-founded by Canadian entrepreneur Garrett Camp in 2009, Uber is evolving the way the world moves. Along with being responsible for the relationships they build with restaurant partners, my team have high input into feedback to product and engineering teams, and are often the first to catch issues and escalate them.

Customer Success 71

Customer Success Webinar Metrics Customers 71

Amity

SEPTEMBER 7, 2016

We sat down with Stephen O’Keefe, Director of Customer Success, to discuss how Customer Success has evolved at HubSpot over the last 7 years. Can you give us a brief overview of Customer Success at HubSpot, and of your responsibilities? I started in HubSpot in 2009 and I’m now coming up on my 7-year anniversary.

Customer Success 0

Customer Success 2009 Customers 2004 0

Middlesex Consulting

DECEMBER 14, 2015

You may even be looking at results by level of respondent or importance of the customer to your overall business. And you may be identifying at-risk customers based on their survey results. But there is a much better way to establish targets – based on your customer’s feedback.

2009 60

2009 Call Center Financial Loyalty 60

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. Accepting all feedback requests would certainly require significant precious time. So, what does it mean?

Voice of Customer 62

Voice of Customer B2B Leadership Workshop 62

ClearAction

OCTOBER 1, 2018

Another example is Temkin Group’s 2018 Customer Experience Competency and Maturity Assessment. This is after 10 years — since the 2009 economic downturn — when companies began investing heavily in CXM technologies and teams. customers, channel partners, alliances).

Customer Experience 63

Customer Experience 2017 ROI 2018 63

Waypoint Group

OCTOBER 17, 2019

Recognizing the need to create more customer advocates (“Promoters”) and improve retention, Reciprocity wanted to better utilize u nbiased feedback from the customer contacts that matter most (that is, Buying Committee members, not just end-users) to drive its product, customer experience and company. Reciprocity, Inc.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

Comm100

NOVEMBER 13, 2022

“The increase in our customer base was causing such a huge uplift in chat volume, we knew that we had to install a chatbot. Improving customer service skills requires understanding all aspects of the customer journey, and in some cases, customers will choose a more public forum to share their experience than a direct survey. .

Customer Service 97

Customer Service Omnichannel Social Media 2021 97

SurveySensum

JULY 14, 2020

A Customer Service & AI Engagement Strategist, Martin Hill-Wilson is a Mentor, Advisor, and Trainer on Customer Service. He also advises firms, gives out whitepapers and keynotes on co-designing practical engagement strategies that balance customer and business needs. Website : [link]. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Gainsight

NOVEMBER 1, 2022

When I wanted to scale my company in 2009, I was faced with the conundrum of choosing between hiring more people to onboard and service our accounts and risking future layoffs versus improving overall business efficiency. In other words, with digital customer success, we can all easily do more with less. Digital game-changers.

2008 52

2008 2009 B2B B2C 52