Customer Success Managers On The Rise

When a business buyer makes an initial purchase from a seller, it’s only the start of the value exchange between the two. Most of the mutual value accrues over time as the customer benefits and both continues and expands purchasing. Consequently, more companies are shifting responsibility for ongoing customer care and growth from an account manager to a customer success manager (CSM). The CSM title was almost unheard of a decade ago. But, in a 2019 survey of high-tech companies…

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Where Does Your CX Team Fall In Your Organizational Chart?

Instead of only talking about reporting structure, these 10 questions can help design the role today for the successes of tomorrow. As in any leadership role in an organization, having defined job responsibilities (check out the CXPA Guide to Job Descriptions); clearly defined objectives that are SMART ( specific, measurable, attainable, relevant, and time-bound) and the support of colleagues and leaders across the organization to achieve real change are imperatives to ensuring the success of CX professional. The sad truth…

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Top CX Stats To Know To Help Increase Your Customer Retention

No matter your industry or what your business is selling, without its customers, it would go under – fast. Once you have a solid customer base, it’s crucial that you create the necessary steps for a strong customer retention strategy that will help you build loyal customers, so you’re able to keep them around for the long haul. Doing so is easier said than done, as creating the necessary momentum needed for brand advocates takes hard work. You need more than just…

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CX Metrics Critical For Success

Metrics can define an organization’s culture and operational style. They’re also a key component of how contact center teams are evaluated. But the pandemic has forced individuals and companies to rapidly change how they live and work, and leading organizations are reorienting their customer experience efforts to better meet their customer’s needs. The shift in priorities naturally calls for a realignment on how success is measured. According to a recent survey of enterprise contact center leaders across various industries, these are the…

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Tracking Basic CX Metrics & KPIs

You can’t improve if you don’t measure. In most areas of a business, measuring KPIs is crucial to understanding what’s working and what isn’t. Initiatives come and go based on how well they perform against expectations.   However, customer experience initiatives seem to sometimes escape measurement. It’s not without reason. Sales figures are relatively cut-and-dried while things like customer feedback and satisfaction are highly qualitative. Nonetheless, if your company wants to create a better customer experience, you must designate and track customer experience…

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NPS Touchpoints To Collect Customer Feedback

A company’s Net Promoter Score (NPS) is a reliable measure of customer loyalty and satisfaction as well as an indicator of future sales and income growth. How you use your NPS will partially depend on how you collect it. Choosing the right Net Promoter Score touch points to collect survey information can help to improve response rates and give you the information that you need. As you probably already know, NPS is a measure of customer loyalty. By surveying customers…

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Building Your Voice of Customer (VOC) Strategy

In today’s competitive market, businesses need to use every tool at their disposal to stay ahead of the game. One of the best ways to do that is to provide the best customer experience.  But customer experience is about more than fulfilling promised services or cultivating positive interactions, though both are important. The customer experience is wrapped up in almost every level of the business, including brand perception, marketing interactions, negative feedback management, and even product development. With so many variables,…

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Building Trust With Your Customers

Customer trust and loyalty are essential for building a successful business. And while this may sound obvious, it’s hard to overstate the value of establishing a solid base of long-term customers. That’s because customer retention is much more cost-effective than constant acquisition. In fact, it costs five times more to earn a new customer than it does to keep an existing one1. And beyond retention, 83% of customers say they’d recommend a business they trust to others. This means that earning customer…

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Why You Always Need To Follow-up With A Detractor

Often used as a barometer for brand health, Net Promoter Score surveys measure customer loyalty by identifying customers as promoters, passives, and detractors by asking: “How likely are you to recommend ABC Company?” Answers are then given on a scale of 0-10, with 10 being the “very likely” to recommend. Those who answer 9 or 10 are called “promoters,” and they are your brand’s biggest fans. Passives are customers who answer 7 or 8. Passive customers are not likely to hinder your…

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Pop-up Design Examples For Your Business

For something that literally “pops up” in your face, the value of popups—and the variety of ways they can be used to convert more visitors—is often overlooked. And while we’re sure the word “popup” brings some lousy user experiences to mind, don’t let a few annoying apples spoil the bunch. Popups can actually enhance your visitors’ experience and be an incredibly effective marketing tool when used in a thoughtful, targeted way. They help you highlight relevant offers, products, or sales, build email lists, and recapture your…

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