InMoment XI

JANUARY 9, 2024

Here are some examples of how B2B companies are applying tactics designed to improve the customer experience: CRM platform HubSpot utilizes chatbots to connect with customers and encourage open communication. Relationship-building and addressing the needs of multiple stakeholders are crucial in B2B interactions.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing. Shep Hyken.

Blog 83

Blog Customer Service Customer Service Representative Customer Service Training 83

Natalie Petouhof

AUGUST 18, 2015

There is a mobile customer relationship management company that is scaling fast. Grant’s experience working with Enterprise and Mobile industries will help solidify Helpshift’s customer base and triumphs in the market. Intact, it has increased its revenues by 500% since their series A funding of $10M last year.

Customer Relationship Management 76

Customer Relationship Management Customer Relationships Management Sales 76

Very Best Service

DECEMBER 3, 2024

Revolutionising Customer Service: A Deep Dive into Recent Innovations Customer service has evolved significantly in recent years, driven by technological advancements and changing consumer expectations. Businesses that prioritize exceptional customer experiences are more likely to retain loyal customers and attract new ones.

Innovation 59

Innovation Customer Service Social Media Customer Service Representative 59

ShepHyken

JANUARY 25, 2019

If you agree with Shiv Singh that the “purpose of a business is to create a customer who creates customers,” then you’ll Fear-Hear-Mirror-Steer your way to an ever-expanding customer base. The post Guest Blog: Rhyme Your Way to Customer Satisfaction appeared first on Shep Hyken.

Customer Satisfaction 120

Customer Satisfaction Blog Books Customer Service Representative 120

ShepHyken

SEPTEMBER 14, 2018

In the world of online retail, you need to take every possible advantage to get ahead, and creating a live chat experience that is unique and accessible to your customer through these types of customizations are one way to potentially do just that. Track Analytics.

Blog 290

Blog E Commerce E-support Sales 290

ShepHyken

JANUARY 20, 2017

This week on our Friends on Friday guest blog post my colleague, Jason Grills, writes about the importance of good customer support and the impact it can have on your business. Customer support agents must understand just how important their roles and responsibilities are to the customer experience. Shep Hyken.

Blog 87

Blog Contact Center Communication Brands 87

ShepHyken

OCTOBER 5, 2018

On the other hand, DTC brands can deliver a great experience by offering a tailored selection that suits the needs of their customer base without overwhelming them. The post Guest Blog: Experience Will Set Direct-to-Consumer Brands Apart. Read Shep’s latest Forbes Article: Woof! Convenience Won’t.

Consumers 89

Consumers Blog Brands Retail 89

ShepHyken

JULY 7, 2017

Quick question: Which is better for your business: Having 1,000 customers who purchase from you one time in their life, or 200 customers who purchase from you five times a year, every year of their life ? In this all-too-perfect example, both sets of customers will provide the same amount of value within a single year.

Blog 24

Blog Net Promoter Score Article Customers 24

ShepHyken

APRIL 27, 2018

This is just an initial start to an on-going customer relationship that doesn’t have to end with only one purchase. A strong presence on Facebook, Twitter, Instagram, or Snapchat can help you reach new or existing customers. Read Shep’s latest Forbes Articles: To Create A Great Customer Experience, Sweat The Small Stuff.

E Commerce 84

E Commerce Blog Social Media User Experience 84

GetFeedback

NOVEMBER 20, 2018

Want happy, loyal customers? But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done. It isn’t a one-and-done achievement—you have to devote constant attention to activities that drive customer satisfaction and loyalty.

Customer Satisfaction 257

Customer Satisfaction Net Promoter Score Social Media Customers 257

ShepHyken

JULY 20, 2018

A brand reputation monitoring tool that scrapes these sites can serve as a differentiator for your brand because it is a public assertion of your employees’ willingness to provide value and increase the convenience for your customer base. Read Shep’s latest Forbes Articles: Customer Experience Is The New Brand.

Social Media 47

Social Media Blog Brands Consumers 47

GetFeedback

SEPTEMBER 2, 2019

Companies are now using machine learning technology to improve customer experience and traditional institutions usually resistant to change are coming under pressure from a customer base that wants more. 1: Human Experience is Greater Than Customer Experience. and in the process, being more customer-centric?is

2019 210

2019 Article Net Promoter Score Financial 210

Totango

JUNE 15, 2022

We’ve been here before, however, and we know that during uncertain times, protecting your customer base is the most important thing you can do for your business. Customer retention is the lifeblood of recurring revenue enterprises, no matter what the external economic circumstances may be. Focus Your Resources on What Matters.

Customer Success 108

Customer Success Customer Relationships Communication Customer Retention 108

InMoment XI

NOVEMBER 15, 2022

A successful organization knows that a key element of success is a loyal foundation built within its customer base. On paper, it may seem simple, but in reality, many companies struggle with building a customer-centric foundation within loyal customer relationships. 3: Customer Effort Score (CES). #4:

Net Promoter Score 195

Net Promoter Score Effort Score Customer Satisfaction NPS 195

Retently

MARCH 11, 2025

How CX & Marketing work together: Spotting gaps in product descriptions & FAQs if customers keep asking the same question, the answer should be easier to find. skincare routines, tech setup), CX provides insights so marketing can create videos, blog posts, or guides. A CX Managers job never stops.

Management 115

Management Customer Experience Roadmap NPS 115

Totango

FEBRUARY 12, 2025

For enterprise organizations, managing customer relationships is far from simple. The scale of operations, diversity of customer needs, and complexity of organizational structures create unique challenges. Yet, one constant remains critical understanding customer health. Optimize outcomes for diverse customer bases.

Metrics 62

Metrics ROI Customer Relationships Customers 62

Totango

AUGUST 11, 2022

In this article, we’ll show you how to build client relationships digitally with your SaaS customers. First, we’ll look at how digital client relationships differ from live interactions and what this implies for SaaS customer relationship management. How Digital Client Relationships Are Different.

Net Promoter Score 113

Net Promoter Score Social Media Customer Journey Mapping Multi-Channel 113

GetFeedback

SEPTEMBER 14, 2018

Fixing problem areas in your customer experience can yield the greatest benefits, including increased growth around revenue and customer advocates. In this post, let’s take a deeper look at the role customer effort plays in retention and churn, as well as how you can measure this throughout the course of a customer relationship.

Loyalty 170

Loyalty Effort Score Net Promoter Score Touchpoint 170

Russel Lolacher

JUNE 15, 2021

I read a lot of articles, books and blog posts about customer service experience and ways to attract, retain and reacquire customers to keep organizations happy and healthy. There are some great brains out there that break all this down into case studies and tactics that leaders can really use to better serve their customers.

Employee Experience 128

Employee Experience Customer Service Net Promoter Score 2021 128

BirdEye

JULY 5, 2023

However, constantly acquiring new customers without investing in strategies to retain them can prove quite harmful to the bottom line. To first time customers turn into loyal customer, it is important to invest in building relationships with them. And that is done with relationship marketing.

Marketing 98

Marketing Social Media Loyalty Programs Customer Retention 98

ShepHyken

AUGUST 10, 2018

Personalization is key in today’s sophisticated market; creating campaigns for customers based on their personal interests can spark new interests and provide memorable experiences. Again, utilizing historical information, PCA helps with this process by comparing the customers in question with past customers.

Blog 67

Blog Social Media Travel Banking 67

Totango

JULY 26, 2022

Protecting and growing your current customer base should be your top priority right now, but how do you do that when your marketing and sales budgets have been slashed and hiring has stopped? By implementing the right customer success technology, companies can empower their employees across the organization to become CS creators.

Customer Success 117

Customer Success Customer Journey NPS Sales 117

Totango

JULY 5, 2022

As a customer success leader, it’s important to ensure resources are focused on delivering value and creating exceptional customer experiences, while also keenly identifying any potential opportunities for revenue and expansion. Identify At-Risk Customers . So, how do you do this?

Customer Success 104

Customer Success Net Promoter Score Events Customer Relationships 104

Totango

JULY 19, 2022

How Your Customer Success Platform Can Replace Your CRM. Recurring-revenue businesses succeed by nurturing customer relationships over the entire lifecycle. However, a traditional CRM focuses just on the transaction stage of the customer relationship rather than cultivating growth across the entire customer journey.

Customer Relationships 96

Customer Relationships Customer Success Events Sales 96

Totango

JULY 15, 2022

Detecting and protecting at-risk customers is important even in the best of times, but it is especially critical during times of economic instability when your current customer base is your greatest (and perhaps only) source of dependable revenue growth. .

Financial 90

Financial Customer Base Leadership Events 90

Totango

DECEMBER 14, 2021

The best gifts are those your customers truly want. Lay a foundation for gift-giving by conducting market research during the year to find out what types of features, benefits, products, and services most appeal to your customer base. You can then design gifts that will appeal to your customers. Access to other products.

Loyalty 88

Loyalty Net Promoter Score Customer Satisfaction Customers 88

Optimove

NOVEMBER 18, 2024

With a focus on long-term customer loyalty, Optimove’s AI-driven tools help marketers personalize at scale, measure customer lifetime value (CLV), and automate campaigns. This approach is especially relevant for brands aiming to foster lasting customer relationships through targeted, data-driven strategies.

2024 59

2024 E Commerce Marketing E-support 59

Totango

JULY 1, 2022

Customer loyalty is a key to repeat business and referral generation for any business model. For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. First, we’ll discuss what customer loyalty is. What Is Customer Loyalty?

B2B 114

B2B Loyalty Net Promoter Score B2C 114

Optimove

JANUARY 15, 2025

The Guide to Advance Customer Segmentation Go in depth on advanced segmentation with this guide which was written based on analyzing tens of thousands of segments across Optimoves customer base. Optimove empowers brands to achieve this by combining AI, predictive analytics, and customer data into one seamless platform.

Connections 52

Connections Insights Download 2025 52

Totango

JULY 22, 2022

This SuccessBLOC also ensures you’re consistently implementing the right activities and campaigns to drive retention, minimize churn and deepen your customer relationships. Let Totango help through our extensive SuccessBLOC library and easy-to-use customer success tools. face-to-face, web meetings, emails, phone calls, etc.),

Communication 107

Communication NPS Metrics Engagement 107

Totango

AUGUST 16, 2022

Customer retention software is an app that promotes SaaS subscription renewals and reduces churn rates. For instance, a customer relationship management (CRM) app may be used to segment customers at risk of churn and reach out to them, serving as a CRM customer retention tool.

Customer Retention 106

Customer Retention Customer Success Customer Relationship Management Loyalty 106

Totango

AUGUST 13, 2024

Here’s what I predict is on the horizon: The evolution of customer success platforms (CSPs) : Go-to-market and CS teams are using upwards of 30+ different tools across the business to drive outcomes. Learn how Totango + Catalyst can help optimize your processes, unlock data-driven insights, and drive more revenue from your customer base.

Customer Success 112

Customer Success Webinar Customers Customer Centricity 112

Beyond Philosophy

OCTOBER 7, 2021

In this relationship, creating a loyal customer means that sometimes you sacrifice for one another. So, have you sacrificed for your customers lately? Have you done something for the customer relationship that has either cost you money or time or gone out of your way to do a favor for customers?

Loyalty 172

Loyalty Airlines Banking 2007 172

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Customer Onboarding: From Implementation to Time to Value. Customer Experience.

2021 111

2021 Customer Success Webinar Multi-Channel 111

Totango

OCTOBER 2, 2020

By considering each stage of the journey as a unique customer experience that comes with its own goals for achieving success, you can generate customer momentum and reduce the time to value — and the sooner customers experience ROI, the sooner they begin to rely on your product. Target Audiences with Accuracy.

Customer Retention 118

Customer Retention Customers Communication Metrics 118

Totango

DECEMBER 21, 2021

With this in mind, let’s look at six key points where automated messages can enhance your customer experience at defining moments in their journey. Welcome messages lay a foundation for strong customer relationships. Giving you an opportunity to thank the customer for their purchase. Onboarding Welcome Messages.

Customer Success 112

Customer Success Management Net Promoter Score NPS 112