Internal communication is a priority for any and all companies. However, with remote work becoming the norm, the ways that teams keep in touch have changed. To ensure that customer experience & customer success teams are aligned with the direction of the company, you need to learn how to communicate strategy effectively, and at the same time you need to be supportive of your team that performs its work in a remote environment. Here are five of the best ways…
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Optimizing Your Customer Success Strategy
In this article you will find a bunch of awesome tips and tricks for improving the way that you define what success looks like while building your CSM team. Companies across the world are investing in customer success teams and looking for ways to improve their overall customer experience & employee experience in the process. Checkout this super helpful visual queue for you & your team to talk through together during your next weekly huddle around what the actual definition…
Read MoreCustomer 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…
Read MoreWhere 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…
Read MoreTop 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…
Read MoreCX 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…
Read MoreTracking 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…
Read MoreNPS 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…
Read MoreBuilding 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,…
Read MoreBuilding 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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