ChurnZero

DECEMBER 2, 2022

If (nearly) missed targets are becoming the norm, it might be time for you to dust off and revamp your customer segmentation strategy. Re-segmenting your customer base is a natural evolution of your company, product, and team’s growth. How to transition your CSMs’ book of business with Alli Tiscornia, CCO, ChurnZero.

Books 98

Books Webinar Chief Customer Officer Customer Base 98

ShepHyken

APRIL 30, 2021

Live chat will remain an important customer support tool and expand its reach to social media, enabling real-time connections with customers on their preferred hangouts. For example, you can use predictive analytics to define the best times for engaging customers and, accordingly, send them prompts with offers or targeted content.? .

2021 148

2021 Customer Service Omnichannel 2020 148

Integrity Solutions

JUNE 19, 2024

Do they have some special sales skills that others don’t? If your sales force is somewhat normal, just 20% are high performers. Imagine what a difference it would make if motivating sales teams was tied directly to sales training and increasing their ability develop stronger customer relationships and sell more.

Sales 68

Sales Books Workshop Download 68

InMoment XI

OCTOBER 4, 2024

CXM will help you improve customer retention by giving you a better understanding of your customers. It increases revenue by bringing more sales from existing customers. By guiding you toward practices that improve customer satisfaction, CXM helps you boost sales. Personalize your customer interactions.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

BlueOcean

OCTOBER 7, 2024

The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. Is the sales team comfortable leaving you alone to do sessions with agents or are they hovering anxiously?

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

OCTOBER 7, 2024

The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. Is the sales team comfortable leaving you alone to do sessions with agents or are they hovering anxiously?

Contact Center 156

Contact Center Culture Leadership Call Center 156

Amity

NOVEMBER 14, 2018

The sales to customer success handoff is one of the most important intersections in the customer journey. We know as customers that this is a frustrating feeling, yet so many companies struggle to get the crucial step of the sales to customer success (or client services) handoff right. Consistency is key.

Sales 87

Sales Customer Success Customer Journey Customers 87

Customer Bliss

MARCH 30, 2016

In order to understand how customer-focused companies design processes for listening to customers, we need to start by thinking about the three types of listening: Unaided or volunteer listening. Aided listening. Experiential listening.

Social Media 195

Social Media Leadership Customers Brands 195

Beyond Philosophy

NOVEMBER 10, 2014

According to Marketing Metrics , you have a much higher probability to sell your existing customers than a new prospect, at 60 to 70% versus 5 to 20%, respectively. That’s a much bigger chance that you are going to get to yes if you have a loyal customer base to ask for the order.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

BlueOcean

FEBRUARY 22, 2024

A partner who takes the time to delve into the intricacies of your unique business goals, KPIs, and customer expectations is one that is committed to delivering not just a service, but a tailored solution that aligns seamlessly with your overarching objectives.

Customer Care 156

Customer Care Entertainment Government Contact Center 156

Customer Bliss

AUGUST 11, 2016

We have documented research everywhere that customer experience is more valuable than the perceived financial number attached to your brand , but many schools are still teaching power branding and old-school sales funnels. Years ago, I was kicking around the idea of writing a book called The MBA of Customer Love.

Customers 141

Customers Books Sales Roadmap 141

Gainsight

OCTOBER 22, 2020

By identifying risk in your customer base, your team will drive action to mitigate it faster and help drive up retention. Naturally, the first step of establishing a renewal process is defining the leading indicators of risk within your customer base. That’s why our customers love our Journey Orchestrator feature.

Customer Base 59

Customer Base Return on Investment NPS Metrics 59

BlueOcean

AUGUST 21, 2019

And yes, the RFP can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. Is it clear that you would be a valued client for the operations team or is the sales team just trying to hit their quota?

Contact Center 159

Contact Center Culture Leadership Engagement 159

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. based AIM stock listed company. Website : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is consistently helping his clients create a magical customer experience like Disney.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

TechSee

SEPTEMBER 26, 2024

In many industries, up to 80% of customer service or CX interactions happen over the first 30 to 60 days of a new subscription or product lifecycle. This early engagement is crucial, but it often requires significant human resources, which can be costly and difficult to scale as customer bases grow.

ROI 124

ROI Average Handle Time Net Promoter Score NPS 124

BirdEye

MARCH 6, 2023

With the majority of customer interactions happening online, local brands and businesses must ensure that their digital presence is up-to-date, easily accessible, and user-friendly. Enter Birdeye — a platform that makes it easy for local businesses of any size to deliver top-notch digital experiences to engage customers and grow sales.

Healthcare 98

Healthcare Automotive Hospitality Workshop 98

Customer Bliss

MAY 26, 2016

During the economic downturn, a shift in understanding took hold that nurturing existing customers is more profitable than acquiring new customer. I’ve been espousing and proving the return on investment in focusing on the customer base for many, many years. How to Build Your Customer Driven Growth Engine.

Webinar 141

Webinar Chief Customer Officer Customer Experience Social Media 141

Comm100

NOVEMBER 15, 2022

Book a call today with Comm100 today to explore partnership options and we’ll sweeten the deal with a free gift box. Grow customer base. The number one benefit of integrating digital channels into a contact centre platform is the ability to grow its customer base. Increase deal size. Next steps.

Omnichannel 98

Omnichannel Social Media Books Communication 98

Comm100

OCTOBER 30, 2015

If your business sells goods or services online, then you know that nothing beats having a new customer visit your website and then make a purchase. But, the sale is just the beginning of the journey with your new customer. Once the customer makes a purchase, you must ensure that he/she is satisfied with it.

Customer Satisfaction 110

Customer Satisfaction Loyalty Reference Advertising 110

Beyond Philosophy

NOVEMBER 22, 2017

That might be a simple, broad value like trustworthiness, or it might be a specific value that your company shares with its core customer base. Outdoor retailer REI, for example, closes its stores on Black Friday, urging its customers to go do something outside instead. Disagreements. Lorraine and I rarely argue.

Customer Relationships 135

Customer Relationships Airlines Customers Consulting 135

Beyond Philosophy

OCTOBER 7, 2021

Many organizations drive their actions to suit quarterly reporting, sales figures, and profits for this year and, as a result, don’t think long term. However, customer loyalty necessitates thinking long term. Now here in rule number four, we have backward-looking behavior from the perspective of the customer.

Loyalty 172

Loyalty Airlines Banking 2007 172

Daniel Group

JUNE 25, 2024

If you think back, probably the first term you might have heard was customer service. And that’s what the focus was, on the service that happened generally after the sale of the product, especially in the B2B world in which we work in. I think it might be helpful to first talk about how we got here, how CX came to be.

B2B 105

B2B Magazine 2023 Innovation 105

Alida

MAY 10, 2016

Note: The following guest blog post from CX expert Jeanne Bliss first appeared as a preface in The Enterprise Guide to Customer Experience , an ebook authored by Tyler Douglas, chief sales and marketing officer at Vision Critical. Customer Experience is not a new idea. How to Build Your Customer Driven Growth Engine.

Chief Customer Officer 150

Chief Customer Officer Customer Experience Social Media Return on Investment 150

Beyond Philosophy

MAY 17, 2017

For those unfamiliar with CX Data Management, the term applies to how businesses track customer information and obtain feedback from them. Others help you survey customers based on location and industry or even product purchased. Personalization is a vital concept in the evolution of customer expectations.

Consulting 128

Consulting Presentation Download Customer Experience 128

Steve DiGioia

OCTOBER 17, 2016

You worked hard for years to build a loyal customer base and now look at you. Your customers are leaving in droves. Sales are down, bills now pile up. Many books have been written about how to lose a customer without really trying or how much does it cost to lose a customer. You failed them again.

Sports 105

Sports Books Loyalty Customers 105

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 resources on employee experience but certainly not nearly as much as around the customer experience. The Substitution Game.

Employee Experience 128

Employee Experience Customer Service Net Promoter Score 2021 128

ChurnZero

OCTOBER 10, 2024

Another important point: this ratio will also vary from segment to segment in your customer base. So quick PSA: you must segment your customer base! Each should have a different customer journey that matches the revenue coming in from those same customers. Typically, as ACV grows, CSM load decreases.

Customer Success 52

Customer Success 2024 Leadership 2015 52

Oracle

FEBRUARY 28, 2019

When it comes to omnichannel customer experience, brands are able boost sales while at the same time improving customers’ experiences at various touchpoints. ” So how can brands leverage an omnichannel approach that attracts new customers, increases individual sales, and builds a more loyal customer base?

Omnichannel 106

Omnichannel Brands Customer Experience Hotels 106

Thematic

MARCH 2, 2025

But customer insights—gathered through customer experience insights and customer review analysis —could uncover that customers leave because they find shipping costs too high or the checkout process too complicated. In short, customer insights turn data into meaningful, business-changing decisions.

Customer Insights 62

Customer Insights Insights Social Media Feedback 62

Lumoa

MAY 21, 2018

If top management see customer experience as a priority, engage and show an example, in most cases, the whole company takes customer experience as a priority as well. Sales The role of Sales, just as the role of Marketing, is enormous in building customer experience, especially the initial impression of the brand.

Customer Experience 122

Customer Experience Customer Centricity Net Promoter Score Customers 122

BirdEye

SEPTEMBER 29, 2023

Knowing your customers is an integral part of your business’s success. It helps you define brand strategies , choose product development tools, and find the proper channels for your sales team to engage with your customers. Focusing on the customer is especially important during a marketing campaign.

Insurance 111

Insurance Social Media Multi-Channel Advertising 111

Eptica

AUGUST 28, 2015

Martin Hill-Wilson believes the solution is to create a customer hub , which he defines as “housing every competency needed to operate aligned customer engagement; steered by real time analytics and leveraged through agile change management and stakeholder collaboration.” despite nothing else being changed in the process.

Social Media 92

Social Media 2015 Contact Center Hotels 92

ChurnZero

JULY 29, 2022

Increasing the value customers get from your product starts with understanding their goals. Your customer success teams must work with their customers to gain a deep understanding of their business objectives. Better customer data leads to a better customer experience that you can partially automate as your business scales.

Customer Success 98

Customer Success Touchpoint Customer Centricity Customers 98

Beyond Philosophy

JUNE 11, 2015

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. They should want this because study after study shows the financial rewards of having loyal customers.

Loyalty Programs 109

Loyalty Programs Loyalty Airlines Retail 109

Thematic

OCTOBER 30, 2024

Book free guided trial of Thematic 4: Visualization Insights are only valuable if they are easily shared and accessible by the people who need to use them. Presenting your insights in user-friendly data visualizations or simple dashboards makes it easy to view the top themes in your VoC data, track changes, and understand customer sentiment.

Voice of Customer 62

Voice of Customer Insights E Commerce E-support 62

ShepHyken

SEPTEMBER 15, 2017

These solutions are constantly combing the internet for relevant conversations and events, meaning, when appropriate, brands can jump in, join and engage with their customer base in a very organic fashion. Joining customers in a familiar place and with a familiar dialogue can build stronger trust and engagement between brand and buyer.

Customer Engagement 205

Customer Engagement Blog Engagement Marketing 205