Totango

DECEMBER 3, 2019

Equipped with insight into customer activity and an understanding of how to prevent churn, they search for ways to grow customer lifetime value. Customer Success is an ongoing process of monitoring and working to proactively enhance the customer experience. What Do Customer Success Managers Do?

Best practices 72

Best practices Management Customer advocacy Enterprise 72

ShepHyken

FEBRUARY 25, 2024

How Customer Advocacy Fuels Brand Loyalty and Growth by Marbue Brown (CMSWire) Reputations are made or broken by the experiences customers have with companies and especially by what they have to say about those experiences. This is a cornerstone of customer obsession — when customers are “obsessed” with a brand.

Customer Service 172

Customer Service Customer advocacy Average Handle Time Customer centricity 172

Influitive

FEBRUARY 8, 2021

A new year welcomes new opportunities for customer advocacy managers and their community members. From new campaigns, recruitment strategies and new goals to achieve, our customers’ programs have been buzzing with activity this past month. It’s also where forward-thinking […]. It’s also where forward-thinking […].

Customer advocacy 59

Customer advocacy Customer Experience Management Best practices 59

Influitive

JULY 14, 2020

Customer advocacy has come a long way since its inception. Today, the most fervent supporters of customer advocacy report an uptick in both customer loyalty and customer engagement, and a stronger sense of community among their customers. A successful program requires a dedicated […].

Customer advocacy 59

Customer advocacy Best practices 59

Education Services Group

JUNE 7, 2022

So, Forky asks a question: What is customer advocacy? Do you say: a) Customer advocacy is the foundation of Customer Success, wherein businesses put the customer experience first. This strategy involves tasking CS professionals with advocating for their customers’ needs across the entire customer lifecycle.

Customer advocacy 52

Customer advocacy B2B Consulting Consulting 52

Influitive

MARCH 11, 2021

Creating captivating content is crucial and with Valentine’s Day as the common backdrop, our customers delivered stellar results. The post Influitive’s Key Customer Advocacy Insights: February 2021 appeared first on Influitive. Without further ado, let’s dig into last month’s data […].

Customer advocacy 11

Customer advocacy Best practices 11

OctopusTech

JULY 21, 2023

An effective CDM helps in increasing customer satisfaction and engagement rate as by leveraging this data, companies can modify their goods and services to meet all individual customer expectations. This helps to boost customer advocacy and loyalty by strengthening the bond with them.

Best practices 62

Best practices Management Upselling Sales 62

Influitive

JULY 13, 2021

Read on to dig into June’s data and customer examples. Recruitment and Engagement Last month, our customers welcomed over […]. The post Influitive’s Key Customer Advocacy Insights: June 2021 appeared first on Influitive. With it came significant growth in reviews, references and nearly $17 million in generated ROI.

Customer advocacy 10

Customer advocacy Best practices 10

Influitive

JUNE 17, 2021

Read on to dig into May’s data and customer examples. Recruitment and Engagement Last month, our customers welcomed over 16,000 users to their […]. The post Influitive’s Key Customer Advocacy Insights: May 2021 appeared first on Influitive.

Customer advocacy 10

Customer advocacy Best practices 10

Influitive

APRIL 12, 2021

The post Influitive’s Key Customer Advocacy Insights: March 2021 appeared first on Influitive. We’re proud to share significant growth in the 3R’s (referrals, references and reviews) along with social share activity and nearly $12M in generated ROI in March. Read on to dig into March’s data […].

Customer advocacy 10

Customer advocacy Best practices 10

Influitive

MAY 17, 2021

Read on to dig into April’s data and customer examples. The post Influitive’s Key Customer Advocacy Insights: April 2021 appeared first on Influitive. With it came significant growth in survey and feedback activity completions, the number of engaged members and nearly $16 million in generated ROI.

Customer advocacy 10

Customer advocacy Surveys Feedback Best practices 10

Talkdesk

APRIL 13, 2021

By partnering with leading customer experience consultancies to outsource administrative efforts, we aim to reinforce our commitment towards providing customers with a better agent and customer experience, and increased customer advocacy. Increase efficiency and fill the talent gaps. Boost business growth.

outsourcing 133

outsourcing Customer advocacy Contact Center Contact center software 133

ClientSuccess

OCTOBER 17, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. We’ve compiled a list of 12 Customer Success Best Practices That Can Positively Impact Your Work as a CSM. Let’s get started!

Best practices 56

Best practices Chief Customer Officer Customer advocacy SaaS 56

CustomerSuccessBox

JANUARY 13, 2022

They are embedding steps to nurture customers into advocates within the customer lifecycle. They are also employing software and tools to track the customer advocacy touchpoints & progress. We will talk about the application of these software and how they help optimize the customer advocacy process.

Customer advocacy 40

Customer advocacy Marketing Best practices Accountability 40

ChurnZero

SEPTEMBER 27, 2024

That’s especially true when it comes to aligning everyone on outcomes and gathering the data to track and measure them, which requires a set of outcomes based customer success best practices. You can find out more about outcomes based customer success, and watch the webinar in full, here.

Best practices 52

Best practices Accountability Sales Feedback 52

Balto

JANUARY 3, 2025

How Call Center Monitoring Links to Business Goals Monitoring can directly influence key organizational metrics: Net Promoter Score (NPS): Delivering consistent, high-quality service positively impacts customer advocacy. Customer Retention Rates: Resolving issues quickly and effectively reduces churn.

Best practices 52

Best practices Call Center First call resolution Coaching 52

ClientSuccess

JUNE 24, 2019

ClientSuccess is excited to host Andrew Stapleton , VP of Customer Success at G2Crowd , for this month’s customer success webinar series: How to Gather and Use Reviews for Customer Advocacy. Webinar: How to Gather and Use Reviews for Customer Advocacy. Best practices for gathering reviews.

Customer advocacy 40

Customer advocacy B2B SaaS Best practices 40

Influitive

OCTOBER 21, 2015

“We want to keep the relationship with the individual to help them grow their careers—and consider bringing us with them to their next job,” says Merissa Hamilton , Manager of Customer Advocacy at Marketo. . Advocate marketing programs can help employees enjoy their jobs more, and in turn, provide better service to customers.

B2B 99

B2B Marketing Customer advocacy Advertising 99

ClearAction

FEBRUARY 26, 2015

Mixing a variety of initiating situations or expectation sets in a single map dilutes insights that could lead to customer experience differentiation. Vague "calls to action" in the map, such as "customer advocacy" or "easy to use" need to be more specific, quantified when possible, and prescriptive to drive action.

Journey mapping 109

Journey mapping Customer Experience Customer advocacy Best practices 109

Mindtouch

MARCH 14, 2017

.” Catherine Blackmore, GVP Global Customer Success, Oracle Marketing Cloud. Without the proper internal structure geared towards helping your customers succeed, you will find high churn that results in lower retention rates, poor customer advocacy, and your competitors stealing your base out from underneath you.

SaaS 77

SaaS Customer advocacy Self service Best practices 77

Totango

DECEMBER 6, 2021

A positive post-sale experience encourages customers to expand their use of a brand’s products, renew their subscriptions and become loyal brand advocates, referring new customers who will soon become loyal advocates as well. Automated workflows can then be set up to implement best practices that promote desired outcomes.

SaaS 99

SaaS Journey mapping Best practices Customer advocacy 99

Calabrio

APRIL 16, 2019

Best Practices 3 Ways Calabrio is Building a Customer-Centric Culture Share I have been extremely fortunate to be a part of Calabrio for a very long timeand have witnessed how our approach to helping customers has evolved. So, what does it mean to be a customer advocate?

Customer centricity 52

Customer centricity Customer advocacy Best practices Contact Center 52

AskNicely

SEPTEMBER 25, 2018

While many executives have expressed support for customer advocacy, this has yet to translate into the majority establishing an advanced NPS program. Even worse, companies that lack high-level support for NPS tend to experience both higher customer turnover and significantly lower revenue growth. Still Room For Improvement.

Customer advocacy 60

Customer advocacy Benchmark Upselling Best practices 60

Nicereply

JUNE 21, 2021

Staying positive under pressure is a skill that takes a lot of practice. Maintaining the same customer-facing tone, helpful attitude, and all other customer service best practices can be incredibly difficult when ticket loads spike or some mass failure event occurs. Staying Positive in Crisis Mode.

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124

Influitive

SEPTEMBER 1, 2020

Influitive believes it has created a better way for marketers to prospect future customers through its recently launched “Influitive Experience” hub. The activities include topics like “meeting Influitive customers,” “advocacy best practices,” and “discovering Influitive products.”

Customer advocacy 52

Customer advocacy Best practices Marketing 52

Taylor Reach Group

FEBRUARY 22, 2019

Depending on the severity of the failure, delivery may be anywhere on a priority continuum from; ‘Give the customer the remediation steps when they experience the failure.’. Here are three examples from the industry; 1) The smartphone applet community is a great example of best-practice; low CES with transparent delivery.

Customer Experience 94

Customer Experience Benchmark Contact Center Customer advocacy 94

ClearAction

OCTOBER 10, 2017

Those tend to be situations that span multiple parts of the company, span multiple processes, and where there is no one that is holistically looking at a problem, that’s where our customer experience team steps in.” These firms comprised the best-practice profile in the four-year study conducted by ClearAction.

B2B 83

B2B Customer Experience Customer advocacy Best practices 83

CustomerSuccessBox

SEPTEMBER 20, 2021

Ellie Wu – the founder and chief evangelist behind Picture CS has a first-hand understanding of customer lifecycle and Customer Success. The platform was created to share best practices, identify challenges and constraints and find ways to solve it. Recommended read: Top traits of a Customer Success leader.

SaaS 64

SaaS Customer centricity B2B Consulting 64

Influitive

AUGUST 17, 2020

In the most recent installment of our customer success webinar series, I had the opportunity to chat with the two rockstars behind Marketo Engage’s award-winning customer advocacy program: Kevin Lau, Global Head of Customer Advocacy, and Will Harmon, Customer Marketing Manager.

Customer advocacy 59

Customer advocacy Marketing Management Best practices 59

ClientSuccess

DECEMBER 5, 2022

Have a high-level executive such as the CEO directly invite customers to join your CAB, and outline all expectations, travel requirements and input needed. Even in the beginning stages of a business, it’s important to create an early customer advocacy CAB. eBook: 5 Ways to Surprise & Delight Your Customers.

SaaS 87

SaaS Customer advocacy Feedback Enterprise 87

GetFeedback

JANUARY 15, 2020

Our first interview is with the amazing Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. . When she joined she was a one-woman team running Voice of the Customer (VoC); now she leads BRP’s global customer advocacy efforts. . Q: Myshka, why are you in the CX industry?

Customer advocacy 60

Customer advocacy Self service Coaching Feedback 60

Influitive

AUGUST 31, 2016

Analysts at Forrester and Gartner have outlined how advocate marketing strategies can spark B2B growth by increasing leads, brand awareness, and customer retention. However, fear of failure still prevents many brands from investing in customer advocacy—especially if more traditional.

Marketing 56

Marketing Customer advocacy B2B Customer retention 56

ClientSuccess

NOVEMBER 24, 2021

Over the past few weeks, we’ve been exploring some of the different types of customer marketing initiatives that CSMs can own to deliver fantastic customer experiences. Today, we’re going to take a look at a fourth customer marketing initiative: engagement. eBook: Customer Success Best Practices from 20+ Executives.

Marketing 52

Marketing Customer advocacy Customer centricity Best practices 52

GetFeedback

NOVEMBER 23, 2019

The features include: The Einstein Voice Assistant and Einstein Voice Skills which allows every Salesforce admin to create custom versions of the Voice Assistant for any users across all departments. . CX Takeaways in a nutshell.

Customer advocacy 19

Customer advocacy Sales Personalization Coaching 19

Influitive

APRIL 6, 2017

This is the sixth post in a series about launching a customer advocacy program. The third post focused on best practices for communicating with advocates. In the fourth post, we looked at best practices for. In the first post in the series, we looked at building a team.

Customer advocacy 40

Customer advocacy Best practices B2B Marketing 40

Influitive

MARCH 19, 2020

In the most recent installment of our customer success webinar series, I had the opportunity to chat with trailblazing advocate marketer Cristina Melluzzi, Global Head of Customer Advocacy and recipient of the 2019 BAMMIE award for Advocate Marketer of the Year.

Marketing 60

Marketing Customer advocacy Best practices 60

Natalie Petouhof

APRIL 7, 2016

Tweet Customer experience management is a top priority for many enterprises, particularly as we look beyond 2016 to the competitive landscape. Today, customer experience heavily influences customer retention, customer loyalty, and customer advocacy – all desirable outcomes for modern organizations.

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Customer Experience Management Customer advocacy Best practices 45