Beyond Philosophy

MAY 14, 2015

More and more of your Customers believe access to self-service options is essential to their relationship with your business. Parature is a research and advisory firm specializing in communicating service-centric best practices. The writing is on the wall for your Customer Experience program’s future goals.

Self service 402

Self service Best practices Customer Experience Call Center 402

360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You started by defining what customer experience success meant to your organization. .

Journey mapping 188

Journey mapping Customer Experience Education Feedback 188

Fonolo

MAY 30, 2023

Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. The numbers back this up.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Totango

OCTOBER 2, 2020

Equipped with the knowledge provided by customer data, you can help your customer survive tough times by offering practical solutions that add value and ultimately contribute to customer retention during economic downturns — even ones caused by a pandemic. Establishing Customer Status and Goals.

Customer retention 118

Customer retention Enterprise Best practices Metrics 118

Hodusoft

NOVEMBER 27, 2024

Building Customer Loyalty: Insights and Best Practices for Transforming Your Business For every business, customer loyalty matters a lot. That’s because it’s just not viable for a business to start a venture, sell only one product once to every customer, and stay afloat for long.

Best practices 52

Best practices Contact center software Contact Center Advertising 52

Totango

JUNE 24, 2022

Moreover, the outcomes that define customer success may vary based on whether your SaaS product is B2C or B2B. For example, a B2C customer might prioritize user experience, while a B2B client might emphasize return on investment. A customer journey map lays the foundation for the effective deployment of technology for CS.

Best practices 109

Best practices SaaS Journey mapping B2C 109

ShepHyken

MARCH 13, 2017

He manages a team of customer support professionals and knows what the best customer service looks like – and how to deliver it. In this informative article he shares five of the ways his team delivers a consistent customer experience. 3 Best Practices to Retain Customers and Stop Churn by Sarah Frazier.

Customer Service 234

Customer Service Best practices Customer retention Customer Support 234

ShepHyken

APRIL 11, 2017

How do you use the Net Promoter Score® to retain your customers? How can you sell the C-Suite on the benefits of investing in Customer Retention? First Up: Shep Hyken’s opening comments focus on the Net Promoter Score®, which is the result of a survey question that asks a customer “How likely would you be to recommend us?”

Customer retention 209

Customer retention Benchmark Surveys CRM 209

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

Customer Service 177

Customer Service Customer retention SaaS Best practices 177

Calabrio

MARCH 5, 2025

Workforce Management 9 Top Voice of the Customer Best Practices for 2025 Share Top 9 Voice of the Customer Best Practices for 2025 What is the Voice of the Customer (VoC)? On its face, Voice of the Customer (VoC) refers to just what it sounds like: what your customers have to say.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

Totango

JANUARY 28, 2020

As the economy grows increasingly customer-centric, customer retention becomes more vital to the success of enterprises. Repeat customers provide greater value at a lower cost than those who buy something once and leave. What is Customer Retention Management? Why Your Enterprise Needs Customer Retention.

Customer retention 87

Customer retention Management Enterprise Best practices 87

Totango

JANUARY 28, 2020

As the economy grows increasingly customer-centric, customer retention becomes more vital to the success of enterprises. Repeat customers provide greater value at a lower cost than those who buy something once and leave. What is Customer Retention Management? Why Your Enterprise Needs Customer Retention.

Customer retention 85

Customer retention Management Enterprise Best practices 85

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. This is a guest blog post by Anita Toth, Chief Churn Crusher. .

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

Hodusoft

SEPTEMBER 14, 2023

Best Practices for Onboarding New Tenants to the ISP Network As an Internet Service Provider (ISP) you know it’s not easy to acquire tenants (clients or subscribers who rent or lease Internet services from you). Best Practices for Onboarding New Tenants to the ISP Network Flawless tenant onboarding is critical for an ISP’s success.

Best practices 98

Best practices Feedback Education Self service 98

TeleDirect

MARCH 9, 2025

How to Reduce Wait Times and Improve Customer Satisfaction in Call Centers How to Reduce Wait Times and Improve Customer Satisfaction in Call Centers is a critical focus for businesses aiming to enhance customer experience and boost operational efficiency. Why Reducing Wait Times is Critical for Customer Satisfaction 1.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 114

B2B Customer Experience B2C SaaS 114

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Satrix Solutions

JULY 28, 2021

It’s an interesting question because most people don’t think about a Customer Experience (CX) program in terms of risks. As many studies have demonstrated , a company-wide focus on delivering a strong customer experience at every touchpoint will often have very positive effects on a business. So what’s the biggest risk?

Customer Experience 122

Customer Experience B2B Surveys Construction 122

Outsource Consultants

JANUARY 16, 2025

It’s not just about monitoring calls; it’s about continuously improving every customer interaction. This guide will walk you through the essential steps to create and maintain a top-notch QA program that aligns with your business goals and exceeds customer expectations.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

Callminer

FEBRUARY 4, 2021

More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty. Jeanine Duval. Jeanine Duval is the co-founder at Edelwyn. “It’s

Call Center 345

Call Center Contact Center Finance Consulting 345

TeleDirect

DECEMBER 24, 2024

In this comprehensive guide, we’ll explore why outsourcing customer support is a smart strategy for businesses of all sizes, highlighting its benefits, applications, and best practices. Best Practices for Outsourcing Customer Support To maximize the benefits of outsourcing, businesses should follow these best practices: 1.

outsourcing 62

outsourcing Customer Support Technical Support Healthcare 62

CCNG

JANUARY 11, 2023

I’ve seen companies pull back on spending in areas they believed to be “not as critical” (like customer support or the contact center) to the organization’s success, only to have it come back to haunt them. These same companies found themselves having slow growth and customer service and customer retention issues.

Customer Service 195

Customer Service CCNG Education Self service 195

Totango

JULY 9, 2019

Every interaction a customer has with your brand and product—from the first ad they see to the moment they implement your software—matters. Customers will stick with a brand that provides reliably good service, but improving the enterprise customer experience can be challenging. 1: Understand Your Customers . . #1:

Enterprise 90

Enterprise Customer Experience Best practices Customer centricity 90

TeleDirect

MARCH 20, 2025

How to Improve Call Center Customer Service How to Improve Call Center Customer Service is a critical consideration for businesses striving to enhance customer satisfaction and build brand loyalty. This not only saves time but also enhances the customer experience. Use personalized greetings and responses.

Call Center 62

Call Center Multi-channel support Customer Service First call resolution 62

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 an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

ProProfs Blog

SEPTEMBER 17, 2021

Studies show that companies that invest in employee experience outperform the ones that don’t by 4.2x When your employees are happy, their efforts result in better customer experiences, leading to better organizational growth. In the next section, let’s understand some employee experience best practices.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers. Customer health scoring .

Customer retention 90

Customer retention Journey mapping SaaS Benchmark 90

ShepHyken

MAY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. To Drive Customer Retention, Don’t Neglect Culture by David Ducharme and Nick Furman (Gallup) Neglecting culture affects your teams and your customers. Here are five customer experience strategies from RH.

Customer Service 35

Customer Service Customer retention Best practices Customer Experience 35

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. Chances are that the change in customer needs wasn’t actually sudden but a gradual shift.

Customer Experience 117

Customer Experience Journey mapping Surveys Banking 117

TeleDirect

FEBRUARY 3, 2025

By showing empathy and patience, agents can create positive experiences that improve customer retention and satisfaction. Providing seamless support across multiple platforms improves customer experience. Fast responses improve customer retention rates and brand reputation.

Call Center 62

Call Center Customer Service First call resolution outsourcing 62

OctopusTech

JULY 21, 2023

Successful companies out there leverage this important information to boost customer retention and conversion rates. By coming up with a solid customer data management strategy, one can collect, organize, and analyze all the information using customer database management software.

Best practices 62

Best practices Management Upselling Sales 62

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. This is a taste of what they do to create a better customer, guest, and fan experience. My Comment: Some customer service and CX principles are universal, regardless of the industry.

Customer Service 183

Customer Service Contact Center Customer centricity Banking 183

Global Response

OCTOBER 15, 2024

Most businesses could benefit from an omnichannel contact center approach, as it provides a customer service experience that meets (and exceeds) customer needs and expectations and gives a competitive advantage. Needs to provide a streamlined customer experience. After a few bad experiences?

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. One of the best strategies to achieve that is tracking and keeping up with emerging industry trends. What is Customer Experience in the Financial Industry?

Customer Experience 98

Customer Experience Brand ambassadors Self service Chatbots 98

customer sure

JANUARY 20, 2025

If youre a CustomerSure client, you can personalise customer interactions based on real-time feedback. Tools like our survey personalisation feature ensure that every customer feels heard, driving satisfaction and trust. According to PwC , AI is revolutionising customer experiences by enabling hyper-personalised interactions.

Customer centricity 62

Customer centricity Customer retention Feedback Best practices 62

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024.

Customer Service 169

Customer Service Customer advocacy Average Handle Time Customer centricity 169

ProProfs Blog

MAY 15, 2020

In short, you try to make use of everything under your power to provide good customer experience. But we all know how difficult it is to get proper customer feedback , even after you have provided good customer experience. Best Practices for Surveys. Set expectations with “time it will take”?

Surveys 97

Surveys Customer Experience Feedback Best practices 97