CSM Magazine

JANUARY 2, 2025

By putting themselves in their customers shoes, these brands have built trust, loyalty, and sterling reputations. Lets take a closer look at how some of the best-known companies use empathy in their customer interactions. Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

Totango

MAY 5, 2021

There are a variety of surveys and metrics you can use to measure these different elements. Customer Experience Measurement Techniques . Over the years, companies have been measuring customer experience using an array of different methods. Anticipating which customers are viable candidates for upsell/cross-sell opportunities.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

Russel Lolacher

JUNE 15, 2021

Much of that advice is a mix of score keeping; being more human and less of a dick; building relationships that matter; solving customer problems; leading with empathy; etc. There are some great brains out there that break all this down into case studies and tactics that leaders can really use to better serve their customers.

Customer Service 128

Customer Service Journey mapping Surveys CRM 128

ChurnZero

DECEMBER 15, 2021

Teams can also use Customer Success software to quickly check if an account is still in good standing by looking at customer health scores, recorded survey responses, and financials. . This allows you to capitalize on moments when your customers are more primed to spread good sentiments about your company.

Sales 98

Sales Marketing Accountability Surveys 98

Totango

AUGUST 11, 2022

Customer satisfaction and feedback surveys. Showcase client case studies. Frequently eliciting feedback ensures that you are collecting the information you need to stay on top of customer sentiment. Digital surveys can be delivered on your site, in-app, or via email to collect feedback. Tutorial viewing.

SaaS 113

SaaS Journey mapping B2B Upselling 113

Kayako

AUGUST 12, 2022

Increased loyalty results in higher customer retention, reducing expensive churn and increasing customer lifetime value (CLV). The absence of an organized system with accessible client details undermines your customer service reps. It’s a survey question, “How easy was it for you to get your problem solved?”

Personalization 118

Personalization Customer Service Government Customer effort 118

Mindtouch

MARCH 16, 2020

It’s a great case study of a company approaching one of their core organizational objectives (drive CLV) by first considering how they might enrich the customer experience. Customer Satisfaction (CSAT). A good or bad support experience can make or break a particular customer journey. Customer Effort Score (CES).

Self service 105

Self service Abandon rate Customer effort Contact Center 105

ProProfs Blog

DECEMBER 11, 2020

Follow-up Survey. Follow-up surveys allow you to question your customers regarding your service quality. They are better and more effective than post-service ratings and one-time surveys when it comes to capturing valuable customer insights. Thus, you can measure an overall opinion of your customer service.

Metrics 78

Metrics Customer Service Surveys Customer effort 78

delighted

APRIL 13, 2022

Examples of when you might use quantitative research include: Understanding customer effort , customer satisfaction , and more Testing how a change in customer experience affects your audience Confirming a theory, such as why customers like a certain product or service. Examples of quantitative survey questions.

Surveys 79

Surveys Customer effort Feedback Metrics 79

Totango

OCTOBER 20, 2020

How valued they feel as customers. There are a variety of surveys and metrics you can use to measure these different elements. Customer Experience Measurement Techniques . Over the years, companies have been measuring customer experience using an array of different methods. Customer Satisfaction Surveys (CSAT).

Customer Experience 90

Customer Experience Education Customer centricity Metrics 90

Eptica

SEPTEMBER 4, 2019

That’s why so many successful companies operate Voice of the Customer (VoC) programs. This initiative included an extensive VoC program consisting of 100,000 annual feedback surveys - these were analyzed manually and the results of which were made available to the entire workforce via digital dashboards.

Finance 62

Finance Customer Experience Best practices Customer effort 62

REVE Chat Blog

JANUARY 22, 2020

The groups emphasize qualitative or quantitative surveys because it provides more opinions and motivations. Surveys – The analysis done through surveys help businesses to get a picture of their position in the market in terms of fulfilling the needs of their target customers.

Construction 108

Construction Feedback Customer centricity Surveys 108

ChurnZero

APRIL 2, 2021

Teams can search for their ideal customer profile using a combination of account attributes, such as a company’s firmographics (industry, size, funding, location), technographics (current tech stack and integrations), and product usage (features, functionality, frequency). Find customer use cases for every case study.

Sales 64

Sales Marketing Surveys Accountability 64

Lumoa

OCTOBER 12, 2020

Customer-centric businesses are not only more relevant to customers, but 5x more likely to be a top competitor in their industry, and 4x more profitable than competing businesses that don’t focus on customer experience (Forrester, 2016). What is the Customer Feedback Loop? The product team conducts an NPS survey.

Feedback 78

Feedback Customer centricity Surveys Sales 78

Amity

JULY 4, 2017

This post is a collaboration with our partner Wootric , the Net Promoter Score platform for boosting customer happiness. NPS is a simple one-question survey in which you ask your customer “How likely are you to recommend our product to friends or colleagues?”

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

Kayako

MARCH 3, 2016

Download the Ultimate Guide to Customer Service Metrics Cheat Sheet for how to measure customer support quality metrics. In this section: Customer effort score. Customer satisfaction score (CSAT). Customer effort score (CES). What is customer effort score? Rating response rate.

Metrics 86

Metrics Customer Support Abandon rate Average Handle Time 86

Calabrio

MARCH 5, 2025

VoC-specific educational initiatives for your business may include VoC workshops with experts, case study analysis, and VoC tools or platform training. Use predictive analytics Why not anticipate future customer needs, preferences, and behavior if you can? Discover what performance coaching is and why your CX team could use it.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

CSM Practice

FEBRUARY 24, 2020

These deep-rooted first impressions are crucial to the customer journey. At the end of the onboarding process , you can conduct a quick survey about the customer’s experience with their particular customer success manager involved during the onboarding process. 3. Customer Effort Score (CES).

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

Nicereply

JUNE 20, 2019

Research has shown that a 5% rise in customer retention can boost a brand’s income by 75% and such retention is the outcome of quality customer experience. This is even further proved by another survey by Forrester which revealed that the revenue growth of customer experience leaders is 5.1 times that of laggards.

Marketing 77

Marketing Chatbots B2C Self service 77

Nicereply

DECEMBER 10, 2020

To continue their scaling, they need to be laser-focused on what they do best, and as such, not every niche use case is going to make it on their roadmap. Nicereply helps you collect customer feedback via email satisfaction surveys. You want to share data between different platforms.

Surveys 52

Surveys Feedback APIs call center solutions 52

CSM Practice

FEBRUARY 24, 2020

These deep-rooted first impressions are crucial to the customer journey. At the end of the onboarding process , you can conduct a quick survey about the customer’s experience with their particular customer success manager involved during the onboarding process. 3. Customer Effort Score (CES).

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

These deep-rooted first impressions are crucial to the customer journey. At the end of the onboarding process , you can conduct a quick survey about the customer’s experience with their particular customer success manager involved during the onboarding process. 3. Customer Effort Score (CES).

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

Nicereply

DECEMBER 19, 2022

The most powerful marketing engines can’t beat happy customers recommending their products to friends and family. You don’t need a case study to understand why that is— happy customers want others to experience the joy your product brings them. Investing in happy customers means gaining their referrals.

Customer Experience 52

Customer Experience Journey mapping Feedback Engineering 52

Aria Solutions

AUGUST 30, 2019

CX-Focused customer service is beginning to take root. Customer obsession has surpassed efficiency as the primary driver of customer service. Movement in CX metrics are directly tied to reciprocal moves in wallet share, repurchase rates, long-term loyalty (reduction in customer churn), etc. . Think like an accountant.

Contact Center 48

Contact Center Customer Service Chatbots Metrics 48

delighted

OCTOBER 18, 2019

When you talk about measuring customer experience and satisfaction, three metrics inevitably come up as THE ones to use: Net Promoter Score (NPS) vs Customer Satisfaction Score (CSAT) vs Customer Effort Score (CES). You can get the full low-down on relationship vs transactional surveys here.

Metrics 40

Metrics Surveys Benchmark Feedback 40

Nicereply

OCTOBER 24, 2023

This can be through surveys, feedback forms, or direct interactions. Stay informed about the latest contact center trends to ensure that your feedback collection methods remain up-to-date and effective in meeting customer needs. Customer surveys Direct feedback from customers remains invaluable.

Customer Experience 59

Customer Experience Airlines Feedback Analytics 59

JivoChat

MARCH 31, 2021

This deeper understanding of customer needs presents one of the biggest opportunities for companies to improve the customer experience and win new business: Source. In addition, Econsultancy carried out a survey for Digital Marketing Trends. Customer experience came out on top: Source.

Customer Experience 52

Customer Experience Multichannel Metrics CRM 52

SmartKarrot

MAY 28, 2021

This may include customer-focused content such as blogs, videos, self-help guides, webinars and more. For example, continuing the digital marketing agency scenario- you can share case studies of what worked for clients who are similar to them with tangible facts. Once this is done, you can evaluate customer experience.

SaaS 10

SaaS Education Customer retention Upselling 10

Amity

APRIL 3, 2017

Simply said, that is asking your customers if they would promote your product. There is a lot of information already available on how to conduct a great NPS survey, so I won’t go into it in too much detail here. But, what I will say is make sure you segment your customers appropriately (by MRR, CSM, Sales, etc.),

Upselling 70

Upselling Metrics Feedback Accountability 70

Nicereply

MARCH 14, 2023

The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service By Jeff Toister Published: 2017 Length: 190 pages If your company or team culture sucks, your customers will be negatively impacted. No amount of coaching, training, or quarterly feedback surveys will prevent it.

Management 98

Management Call Center Entertainment Metrics 98

TechSee

JULY 14, 2021

Use Cases for Visual Assistance and Self Service. How can organizations select the right use case for their visual assistance? Donna Fluss: We know that self-service is a great use case. Studies have shown that at least 60% of dispatches aren’t necessary and can be avoided.

Self service 207

Self service B2B Technology Engineering 207

Lumoa

JUNE 28, 2018

As an active user of HubSpot you would deal with on average one customer survey per week about a variety of new features (which are released extremely often) or about customer support. I believe that you have to be careful with how you handle survey feedback and it should always a human being who is going to do it.”

Customer centricity 60

Customer centricity Feedback Surveys Finance 60