Amity

FEBRUARY 2, 2016

Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. Surely, you are staying up to date on the latest customer success trends – did someone say “customer marketing”?

SaaS 80

SaaS Education Customer retention Sales 80

C3Centricity

AUGUST 17, 2020

Up until the covid-19 virus hit across the globe, almost every single organisation, big or small, recognised the importance of satisfying their customers. But most of them were only giving lip service to customer-centricity and very few were actually going beyond voicing their opinions. CEI Survey. What do you think?

Customer centricity 118

Customer centricity Airlines Big data Marketing 118

TechSee

APRIL 10, 2018

Gartner reports that the worldwide customer management BPO market is expected to grow at a compound annual growth rate (CAGR) of over 5.2% (CAGR 2016 through 2021). The 2016 Global Outsourcing Survey by Deloitte revealed that clients now expect enhanced and specialized services from outsourced consultants.

Call Center 139

Call Center Technology outsourcing Self service 139

ClearAction

AUGUST 16, 2019

Is Your Customer Engagement Really Customer-Centric? Customer engagement can yield short-term or long-term rewards or penalties, depending on how customer-centric they are. Long-term rewards: uptick that sticks or increases organically — engagement fit the customer’s expectations and circumstances. “An

Customer centricity 48

Customer centricity Marketing Best practices Upselling 48

Comm100

JANUARY 14, 2016

In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone. As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. These days, consumers expect easy access to customer service in every way possible.

Customer Service 0

Customer Service Self service Advertising Airlines 0

Fonolo

SEPTEMBER 19, 2017

To that end, we’re always on the look-out for new industry research, studies, surveys and whitepapers. 48% of businesses are equipped to connect with customers through a message. Our favorite chart: The State of Customer Service 2017. Methodology: “[we]… surveyed over 100 customer service leaders. in 2016 to 5.3%

Call Center 89

Call Center Contact Center B2C Surveys 89

ProProfs Blog

OCTOBER 31, 2018

According to Chris Davis , executive director and leader of Russell Reynolds Associates’ Financial Services Practice, hiring a customer chief officer (CCO) may be necessary. As such, the role of a CCO is crucial for firms who want to see business strategies optimized for the customers’ delight. “Our

Marketing 160

Marketing Customer Experience Airlines Customer centricity 160

CSM Practice

MAY 22, 2020

Base only plan focus CSM on reactive responsibilities, such as customer support and training. It also indicates an overall lack of customer-centricity and KPI clarity for the organization. There is no motivation to overachieve the target performance standards, and there is no penalty for performing below standard.

SaaS 126

SaaS Metrics Accountability Customer centricity 126

Lumoa

OCTOBER 12, 2020

In this article, we’ll explain to you what customer feedback loops are, explain the difference between the inner and the outer customer feedback loop, and give some concrete examples of them. What is the Customer Feedback Loop? The outer loop is important because closing the outer loop makes your customer feel appreciated.

Feedback 78

Feedback Customer centricity Surveys Sales 78

PeopleMetrics

DECEMBER 9, 2016

You’re probably familiar with the classic customer satisfaction survey. So, here at Interaction Metrics, we asked ourselves: sure companies ask their customers to share, but do companies really care about what their customers have to say? We found two main problems with the surveys: Data inaccuracy.

Surveys 63

Surveys Metrics Feedback Customer Experience 63

CSM Practice

MAY 28, 2020

The base only plan focuses on Customer Success Manager on reactive responsibilities, such as customer support and training. It also indicates an overall lack of customer-centricity and KPI clarity for the organization. 2. Base + Bonus Plan.

Best practices 126

Best practices Management SaaS Metrics 126

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! “It doesn’t matter how far along your business is or how high you’ve scaled, you should never stop talking to your customers.

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

C3Centricity

DECEMBER 3, 2018

These usually happen when an organisation does not adopt a customer first strategy. Almost every single organisation, big or small, recognises the importance of their customers. They talk about customer centricity but very few actually go beyond voicing their opinions. Just think customer first in everything you do!

Big data 87

Big data B2C Marketing Airlines 87

ijgolding

NOVEMBER 17, 2016

BM: Generally, the customer engagements I’m proudest of are those where the value of becoming more customer-centric has been amply demonstrated and I’ve “converted” sceptics within the company. More specifically though, about 18 months ago I implemented a VoC survey for an IT Helpdesk that ended up saving all their jobs.

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. And this number is only rising. Yes, it’s important.

Chief Customer Officer 71

Chief Customer Officer Customer centricity Engineering Analytics 71

GetFeedback

JANUARY 8, 2020

” Originally, the team only needed a tool that could handle case closed NPS surveys. With GetFeedback and Salesforce, Cisco created workflows that automatically sent email alerts to managers when customers gave a dissatisfied rating. It started with a survey that asked new customers their top priority use cases for Stealthwatch.

Surveys 15

Surveys Customer centricity Engineering Feedback 15

ijgolding

JANUARY 15, 2016

‘The Know It All’ – this type of company does not think it needs to ‘do’ Customer Experience because ‘we already do it’; or ‘we do not need to do it’. The Confused’ – increasingly, I am coming across organisations that are just confused by Customer Experience. Customer Experience Strategy. Metrics, Measurement and ROI.

Customer Experience 56

Customer Experience Customer centricity Government Education 56

C3Centricity

JULY 2, 2016

While it is important to understand whether your message is heard and understood, this should not be done in a brand image survey. SOURCE: Millward Brown BrandZ 2016. BrandZ, on the other hand, uses a mixture of financial information and customer surveys. Brand Personality & Values. SOURCE: Wikipedia.

Personalization 96

Personalization Marketing Advertising Metrics 96

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals.

Customer centricity 61

Customer centricity Contact Center Call Center outsourcing 61

AskNicely

AUGUST 17, 2018

Why is Customer Obsession a Priority? A recent Gartner survey of CEOs found that 40% list growth as their number one business priority for 2018 and 2019. And 23% of CEOs list customer service as one of their top three business priorities. Here’s the big one: customers are always beautifully, wonderfully dissatisfied.

Feedback 60

Feedback Customer centricity Surveys Employee engagement 60

ijgolding

JUNE 21, 2017

In essence, even if your customers have no choice, the potential benefits of becoming more intentionally and sustainably customer centric are compelling. He said: “This PR survey is unreliable, using flawed methodology and is not an accurate reflection of our customers’ experience.

Customer Experience 72

Customer Experience Airlines Transportation Surveys 72

Jive

AUGUST 9, 2018

So when faced with a uniquely difficult request, they’ll often transfer the customer to another employee better equipped to provide an answer. In a 2016 NewVoiceMedia survey, 33 percent of customers left a company because they were passed around to multiple agents , and 27 percent left because they couldn’t get an answer.

Contact Center 75

Contact Center Chatbots Employee engagement Education 75

Netomi

JANUARY 5, 2022

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner. Follow Adrian on Social Media: Twitter: Adrian Swinscoe (@adrianswinscoe). Barry Dalton.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

GetFeedback

SEPTEMBER 24, 2018

More people are becoming less susceptible to paid advertisement, the average click-through rate for banner Ads is 0.06% and 25% of Americans used Ad blockers in 2016. With all the information a consumer needs just a search away, businesses need to shift to a more customer-centric version of marketing.

Surveys 68

Surveys Advertising Marketing B2B 68

Vonage

JULY 25, 2016

In a recent blog published by Salesforce , John Zissimos described this development as the ‘Age of the Customer’. To sustain success, businesses are having to learn how to become much more customer-centric in their approach. Download our whitepaper to find out more about feedback loops in customer service.

Feedback 59

Feedback Customer centricity Service level Sales 59

LiveChat

MARCH 6, 2018

Easier said than done, there are many online businesses that are working round the clock to provide the best customer experience. While there are several reasons behind this, the most crucial one is a clear lack of a customer-centric website. The connection between customer loyalty and mission statement can’t be ignored.

Customer centricity 28

Customer centricity Brand ambassadors Chatbots Advertising 28

ijgolding

FEBRUARY 9, 2016

Even if something goes wrong – even if customer expectation is not met – they will do whatever it takes to put things right. This is moo.com – a fabulously customer centric printing business in the UK. Please also forward the survey to anyone who you think may find it of interest.

Airlines 65

Airlines Surveys Customer centricity Customer Experience 65

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

The first step in creating a revenue-generating customer service organization is to determine which strategy or strategies are most applicable to your business today. According to the Customers 2020 Report, by 2020, customer experience will overtake price and product as the key brand differentiator.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

CX Journey

JUNE 22, 2017

It was published on their blog on October 25, 2016. In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does. In Part 1 of this two-part series, I left off with Step 3: Outline the Customer Lifecycle.

Journey mapping 58

Journey mapping Customer centricity Feedback CRM 58

Kayako

OCTOBER 11, 2017

It would allow your staff to delight customers with quick, frictionless support. For most Customer Support Managers, that hasn’t happened yet. Even Amazon, with its ‘world’s most customer-centric business’ ethos, hasn’t avoided embarrassment. and customers really care about their experience.

Customer Service 54

Customer Service Surveys Customer centricity Personalization 54

Talkdesk

AUGUST 3, 2016

To be competitive in today’s oversaturated marketplace is to make a commitment to being customer-centric. The companies that invest in creating excellent customer experiences ultimately differentiate themselves from competitors and succeed in the long term. — JolitaSocial (@jolitasocial) July 27, 2016. mMOQ21rlHD.

Metrics 41

Metrics Customer Service Average Handle Time Customer centricity 41

ClearAction

MAY 18, 2017

What’s the greatest challenge Voice of the Customer (VoC) managers face? Most VoC managers grapple with those at the expense of VoC’s purpose, according to ClearAction’s 5-year benchmarking of B2B customer experience practices. Empower your employees to immediately pass along customers’ comments.

Feedback 54

Feedback Surveys Benchmark B2B 54

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals.

Customer centricity 40

Customer centricity Contact Center Call Center outsourcing 40

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals.

Customer centricity 40

Customer centricity Contact Center Call Center outsourcing 40

ijgolding

MARCH 7, 2016

I am still regularly asked if this ‘Customer Experience thing’ is really a ‘thing’ at all. According to Ofgem (the UK energy regulator), NPower and competitor Scottish Power also score considerably lower than all other energy companies across almost all of their customer satisfaction measures.

Morale 64

Morale Customer Experience Customer centricity Marketing 64

Taylor Reach Group

JUNE 11, 2018

Research shows that 74% of customers are using 3 or more channels to access customer service (Ameyo). In fact, 44% of millennials surveyed expect their experience to be consistent across all device. 60% said that they expect the same experience across all customer touch points. In 2016, 68.6% of Contact Centers.

Contact Center 50

Contact Center Self service Scripts Call Center 50

CX Journey

SEPTEMBER 8, 2016

It appeared on their blog on January 7, 2016. Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. onboarding), exit surveys, stay interviews , 360 feedback loops, social media (e.g., It's real, and your employees matter.

Journey mapping 49

Journey mapping Customer Experience Airlines Surveys 49