CSM Magazine

MARCH 6, 2025

Leverage Customer Feedback Take advantage of Shopifys many review apps to collect feedback from your customers. Step 4: Offer a Tailored Shopping Experience Personalization is a game changer when it comes to customer satisfaction. Share Your Brands Story Customers love brands with personality.

Abandon rate 52

Abandon rate Upselling Construction Feedback 52

ShepHyken

JULY 31, 2020

Co-browsing helps unlock a higher degree of information by combining real-time experience and human relationships to provide a personalized customer experience. Give Personalization with Live Chat. A person’s willingness to promote a product or a service forms the basis of NPS. Unlock Information with Co-Browsing.

Customer Experience 220

Customer Experience Customer Service Chatbots Upselling 220

Cincom

JANUARY 30, 2025

78% of customers expect more personalization in interactions than ever before. As we look forward to 2025 and beyond, the expectation for a hyper-personalized and seamless experience will only intensify: consequently, now is the time for you to focus on what matters the most customer experience. What are Customer Engagement Platforms?

Personalization 40

Personalization CRM Analytics Chatbots 40

ShepHyken

AUGUST 10, 2018

This makes it easier to access and allows personalized content to a heightened degree. Personalizing Content. Personalization is key in today’s sophisticated market; creating campaigns for customers based on their personal interests can spark new interests and provide memorable experiences. Choosing Channels.

Analytics 168

Analytics Upselling Banking CRM 168

TeleDirect

FEBRUARY 7, 2025

Feedback: Providing appropriate responses that address the customers needs. More personalized service. Sales and Upselling Calls Identify customer needs through active listening. A: Regular training sessions, role-playing exercises, call monitoring, and feedback mechanisms help agents develop active listening skills.

Call Center 62

Call Center Customer Service Agent burnout First call resolution 62

CCNG

APRIL 27, 2022

I would harness their ideas and run the game plan by them; then they would give me feedback. I worked on sales talk tracks and upsell guidelines—all with frontline employees by my side. NOTHING was done without constant feedback. Everyone was giving feedback and engaged. NOTHING was done without the frontline employees.

CCNG 195

CCNG Contact Center Scripts Feedback 195

Win the Customer

JANUARY 20, 2020

This also results in building more opportunities for upselling and cross-selling. This personalized support experience will drive conversions up and lead to more sales. Natural language processing can be used to understand all the phrases a user makes about a brand in a review, complaints, feedback, and comments.

Chatbots 159

Chatbots Feedback Surveys Sales 159

TMP Direct

JANUARY 5, 2025

By analyzing historical data, businesses can identify touchpoints that frustrate customers, recognize signs of dissatisfaction or churn, and uncover opportunities for upselling or cross-selling. By leveraging analytics and feedback loops, organizations can refine strategies and consistently deliver exceptional experiences. .”

Analytics 52

Analytics Customer Experience Chatbots Upselling 52

CSM Magazine

JANUARY 28, 2025

For instance, a fitness equipment brand offering personalized workout plans and video demonstrations encourages long-term use of their products while building community trust. Measure success through engagement metrics, feedback, and an evaluation of how customer support requests change over time.

Education 52

Education Upselling SaaS Self service 52

Totango

AUGUST 11, 2021

Incorporate Personalization. Messages carry the greatest impact on improving the customer experience when they are personalized to speak to individual needs. Personalization takes segmentation to the most granular level, allowing you to customize messages and workflows to suit the needs of individual customers.

Best practices 118

Best practices Customer Experience Upselling Interactive Voice Response 118

TeleDirect

MARCH 15, 2025

Conducting upselling and cross-selling campaigns to increase revenue. Offering exclusive deals and personalized discounts to prevent churn. Market Research & Customer Surveys Gathering customer feedback through phone surveys and opinion polls. Qualifying prospects for sales teams to convert into customers.

Call Center 62

Call Center Telemarketing Technical Support Healthcare 62

ShepHyken

JULY 1, 2022

Customer service in the travel industry begins when a person reveals an interest to explore and decides to travel. Whether it is an overwhelming experience or an unforgettable one, it is instantly highlighted with feedback. . Data-Driven Customer Experience that Offers Personalized Service. Metaverse in Travel Industry.

Airlines 196

Airlines Upselling Customer Experience Chatbots 196

CCNG

JULY 3, 2024

Having a skilled and knowledgeable team of experts who can create genuine connections with customers and deliver personalized support is crucial for delivering a memorable CX. Round-the-clock, personalized customer service operations improve CX, increasing lead generation and customer conversion.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

SharpenCX

FEBRUARY 24, 2023

A study by Walker found that 80% of consumers expected personalized customer service from businesses across all sectors – and they’re willing to pay more for it, too. In today’s digital age, you can no longer afford NOT to provide personalized experiences for your customers. Don’t forget about your agents.

Banking 76

Banking Personalization Customer Experience Chatbots 76

CCNG

OCTOBER 19, 2022

Temkin, 2017) After a bad experience, 30% of consumers tell the company, 50% tell their friends, and 15% provide feedback online. Oracle, 2022) The top three reasons a consumer would trust a brand are the quality of the product (66%), personal experience with the brand (53%), and consistency (32%).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

TeleDirect

APRIL 7, 2021

Here are five proven ways to boost customer lifetime value: Offer high-value upsells. From premium subscriptions to additional services – using our lawncare service example, perhaps snow removal “upsell” in the winter – there are always opportunities to keep your clients satisfied. Gather feedback – and use it wisely.

Upselling 99

Upselling Business Process Outsourcing Call Center call center solutions 99

ChurnZero

MARCH 7, 2025

A community is a collection of people with a common interest who gather in a virtual or in-person space to connect, share, learn, collaborate, and grow. 3: Customer marketing: A community helps identify champions, supports upsell/cross-sell opportunities, and provides feedback for your product roadmap.

SaaS 52

SaaS Gamification B2B Metrics 52

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. upselling to the most loyal customers) Process changes (e.g.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Callminer

JUNE 3, 2019

Let’s run through some of the triggers that send employees running in the other direction and how managers can help stop the cycle: Poor feedback is stunting agent growth. This holds especially true for call center agents who interact with thousands of customers per month, but only receive feedback on < 5% of these conversations.

Best practices 140

Best practices Average Handle Time Coaching Analytics 140

Totango

APRIL 5, 2022

For example, Totango’s SuccessPlay feature allows you to create automated workflows to follow up on NPS surveys, such as sending an upsell offer or referral invitation to customers who respond with a 9 or 10. Leverage satisfied customer responses for upselling conversions and referrals. Why Do You Need NPS Software?

Upselling 108

Upselling Surveys Analytics Customer retention 108

Totango

APRIL 2, 2019

Gather feedback. In some cases, you may need to include high-touch or personal, live touch efforts. This is also a good time to add upsells to accounts that have high customer health scores. That way, your team can immediately take advantage of upsell opportunities and repair low health scores. Gather Feedback.

Journey mapping 110

Journey mapping Upselling Accountability Feedback 110

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. How to analyze customer feedback in different languages? Voice of the customer: where to start?

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

ChurnZero

DECEMBER 17, 2021

In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management. Don’t nudge customers toward a cross-sell or upsell when they’ve only just finished their onboarding process. Provide Personalized Offers. Always Listen to Feedback. Timing is Everything.

Management 98

Management Upselling SaaS Education 98

Lumoa

AUGUST 8, 2023

Unlocking the power of VoC feedback is vital to the success of any business. This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today.

Surveys 78

Surveys Feedback Banking Best practices 78

Totango

JULY 19, 2021

You’ll see how valuable these skills are when your customer success team drives retention, lowers churn, and collects customer feedback. Not only will your customer success team solve customers’ problems, but they will also help customers have a voice within your company by sharing and acting on their feedback. Onboarding.

Upselling 126

Upselling Feedback Customer advocacy Surveys 126

ProProfs Blog

DECEMBER 11, 2020

Gaining better profits by recommending the right products during an upsell opportunity. Capture Customer Feedback Everytime. Once a chat or support ticket comes to an end, you need to send in a CSAT survey to your customers to capture their feedback. It’s quick and helps you collect feedback faster. Train Your Employees.

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

Totango

NOVEMBER 25, 2020

To prevent these churn-centered scenarios , organizations are increasingly turning to platforms like Totango to engage customers on a personalized level that their rivals can’t match. . Feedback metrics like NPS and CSAT scores. Personalized Engagement With Clients. View and Act on Feedback. What is Customer 360? .

CRM 112

CRM Upselling Metrics Accountability 112

Totango

AUGUST 16, 2022

Other types of apps that may support customer retention include software for dunning management, collecting user feedback, tracking customer loyalty and analyzing client behavior. Identifying customers in the market for upsell offers and referral invitations. Customer Feedback: Qualroo. Reminding customers of renewal deadlines.

Customer retention 106

Customer retention Upselling CRM SaaS 106

ChurnZero

NOVEMBER 26, 2024

These might include providing product feedback or internal collaboration. For your customer success job description’s primary and secondary requirements, consider including: The main duties and what is expected of the person in this role. Clearly detailing the requirements helps candidates understand what you expect of them.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Hodusoft

DECEMBER 4, 2024

Personalized Messaging Through segmentation and customer data insights, MSPs can send targeted offers, service updates, or personalized messages. This enables them to personalize services and communication. This increases the chances of successful upselling and cross-selling.

Upselling 52

Upselling Surveys Marketing Personalization 52

Totango

JUNE 4, 2019

According to research by workplace collaboration specialist Atlassian, less than 1 in 5 people believe companies listen to their feedback. Whenever a customer offers feedback, they are giving you an opportunity to make them happy—or at least happier. Be sure you are capturing feedback at multiple levels as well.

Upselling 83

Upselling Feedback Enterprise Surveys 83

Totango

MARCH 6, 2020

The feedback your VoC efforts provide are the unique perspective of your own customers, and the actions you take based on that feedback add value to their experience. To make the most of your Voice of Customer (VoC) data you need to know when to request, share, and use feedback in your daily workflows to impress and serve customers.

Best practices 93

Best practices Upselling Feedback Enterprise 93

ChurnZero

JANUARY 20, 2021

Implementing a system that captures feedback from customers, leads and other prospects. Clearbit, a B2B tool that personalizes customer interactions, initially focused on top-line revenue as a key metric. Slack is one B2B SaaS business that’s driving growth by offering users a personalized experience. This is called upselling.

SaaS 98

SaaS Upselling B2B Metrics 98

CSM Magazine

FEBRUARY 5, 2025

Hybrid contact centers integrate advanced technology with skilled human agents to deliver faster, more efficient, and personalized support. A purely human-driven contact center can struggle to scale, while an entirely AI-driven support system may lack the personal touch needed to address complex inquiries.

Contact Center 52

Contact Center Chatbots Analytics Airlines 52

Interaction Metrics

JANUARY 7, 2025

The discussion highlighted the synergy between scientific customer feedback and customer journey mapping, likening these two tools to the left foot and right foot of an effective CX strategy. Personalized Experiences: Starbucks leveraged rewards data to offer tailored recommendations and promotions, boosting customer engagement.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. We’ve also gotten great feedback from our customers about this model. Success is responsible for the retention and upsells.

Sales 111

Sales Customer Experience Upselling Self service 111

Lumoa

APRIL 4, 2023

Personalization 2. Gather and Analyze Feedback Wrapping Up What Is a Customer Engagement Strategy? A solid customer engagement strategy produces: Meaningful connections with customers Customer feedback Increased loyalty over time These benefits build upon each other. Loyalty’s main benefit is the opportunity to upsell.

Upselling 78

Upselling Feedback Personalization Chatbots 78