CSM Magazine

NOVEMBER 7, 2018

Figures from Ofgem have revealed that the average number of complaints received by the leading utility companies per 100,000 customer accounts had decreased from 3,510 in Q1 2013 to 2,233 in Q1 2018, but the average number of complaints resolved by the suppliers by end of the next working day dropped from 81 percent to 60 percent in the same period.

Telecommunications 221

Telecommunications Customer advocacy Chatbots Accountability 221

CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. You can watch him speak at Customer Advocacy conferences.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

Mindtouch

APRIL 23, 2018

In the video below, Top Customer Success Influencers offer secrets to delivering a proactive Support and Success model for the modern connected customer. Aligning departments around your distinct customer verticals creates a holistic approach to optimizing their success. See The Top List.

Chief Customer Officer 48

Chief Customer Officer Customer advocacy CRM Enterprise 48

AskNicely

OCTOBER 8, 2018

This is the next in an ongoing series of real stories about how businesses create customer experiences that surprise, delight, and grow their brand through customer advocacy. In 2018, TriMet has averaged 306,532 riders a week. According to their website, they train their operators in safety and customer service.

Transportation 30

Transportation Customer Experience Customer advocacy Feedback 30

AskNicely

AUGUST 5, 2018

This is the latest in an innovative series where we drop into customer-obsessed cities to invite exciting brands to come and share an intimate night of storytelling about how they build legendary customer experiences, culture, and customer advocacy into their brands. Portland’s most customer-obsessed brands.

Real estate 60

Real estate Customer advocacy Feedback Surveys 60

ChurnZero

JANUARY 8, 2021

Prior to joining SurveyMonkey, he served as VP of Customer Success at Neustar and SVP of Worldwide Professional Services at Aspect Software. Jason Baldree, (First) Chief Customer Officer, Alida. Nate Burnes, (First) Vice President of Customer Success, Centage Corporation. Follow Ken on LinkedIn. . Follow Mahesh on LinkedIn. .

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

Tenfold - Contact Center Blog

JANUARY 17, 2018

Beyond the buzz CX has been generating, studies prove that customers’ experience of your business is indeed worth a closer look. Gartner projects more than 50% of companies will increase investments in CX enhancement in 2018. This makes sense, given Deloitte reports “90% of customers trust peer references.” The post Who Owns CX?

Customer advocacy 62

Customer advocacy Construction Upselling B2B 62

Influitive

NOVEMBER 24, 2017

Advocacy marketing is not a new concept. So much so that a recent IDC report found that advocacy grew 587% from 2016 to 2017. Why is it, then, that so many marketers fail to implement advocacy to its full advantage? In fact, it is well-known in the world of modern marketing. Even as Relationship One.

Marketing 45

Marketing Customer advocacy B2B Customer Experience 45

Avaya

MAY 10, 2016

According to Gartner, by year-end 2018, a customer digital assistant will recognize individuals by face and voice across channels and partners. It’s no secret that loyal, returning customers have a higher customer lifetime value (CLV) than new ones.

Multichannel 48

Multichannel Customer advocacy Customer retention Call Center 48

ijgolding

FEBRUARY 5, 2018

The tool we developed – the Market Responsiveness Index (MRI) measures three factors – mindset, behaviour and process – all looking at assessing the difference between customer focus and internal focus. The intention of the MRI is to enable and integrate customer thinking into all roles across an organisation.

Customer centricity 105

Customer centricity Customer advocacy Marketing Finance 105

GetFeedback

JULY 25, 2018

Plus: survey tools help you monitor CX from a high level, during specific interactions (like a support request), or on different aspects of your business (from marketing to product and beyond), so you can gather and leverage key customer feedback that reduces churn and drives customer loyalty at the same time.

SaaS 60

SaaS Feedback Surveys B2C 60

CSM Magazine

MARCH 31, 2020

Each of these services are so seamless that the customer doesn’t even feel the powerful technologies behind them — which is a key component to any great CX tool — and have transformed the customer experience landscape. But if not implemented in line with your customer journey, a chatbot risks having the reverse effect.

Chatbots 72

Chatbots Contact Center Banking Airlines 72

ChurnZero

FEBRUARY 1, 2019

Gregg is a battle-tested Customer Success professional with over 15 years of experience in roles at K2 Sports, Tableau, AnswerDash, and Rightside. Most recently Gregg served as the Director of Customer Success and Experience at Zipwhip. Interested in who we kept our eye on in 2018? Who else would you add to this list?

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

AWS Machine Learning

NOVEMBER 24, 2023

Well known for turning customer advocacy (serving as the voice of the customer) into revenue-generating new features and products. Rich Dill is a Principal Solutions Architect with experience cutting broadly across multiple areas of specialization. A track record of success spanning multi-platform enterprise software and SaaS.

APIs 113

APIs Engineering SaaS Enterprise 113

Help Scout

JUNE 5, 2019

Rather than spending all of their time and energy preaching about the benefits of Gainsight, their marketing team works to advance the interests of the customer success industry overall. Customer advocacy. Customer-centric marketing organizations thrive on advocacy. And it works!

Customer centricity 40

Customer centricity Marketing Feedback Customer advocacy 40

SmartKarrot

JANUARY 5, 2021

His commitment towards the Customer Success community brings him to the frontline of influencers who are most-valued for their exceptional pieces of advice and knowledge. Exceptionally reputed Customer Success Leader and Consultant, Emilia is the Founder and CEO at GrowthMolecules. Emilia D’Anzica. Ari Hoffman.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Coaching 21

Fonolo

MAY 31, 2018

When there’s confusion, when the customer has to repeat themselves, that’s when they are going to hit the company negatively on a survey rating. In 2018, businesses will be able to quickly address customers using more advanced live chat capabilities. 10 Trends That Will Disrupt Customer Service in 2018.

Interactive Voice Response 86

Interactive Voice Response Customer Service Customer advocacy Benchmark 86