Zendesk

FEBRUARY 14, 2022

But to start, there are three elements that must be in place for a successful customer experience transformation, as identified by McKinsey partner Nicolas Maechler: Customer-centric buy-in from the top to ensure a shared vision. The redesign and digitization of customer journeys.

Customer Experience 52

Customer Experience Engineering Customer Feedback Customer Satisfaction 52

InteractionMetrics

NOVEMBER 3, 2023

With one question, the Net Promoter Score made customer satisfaction surveying easier than ever. Today, surveys are the default method for collecting customers’ feedback. As a short-term band-aid fix, don’t use the “survey” word when you ask for customer feedback. Include multiple links to the survey.

Net Promoter Score 52

Net Promoter Score Customer Satisfaction Customer Feedback Customer Survey 52

Zendesk

JUNE 3, 2022

Make customer success a cornerstone of your go-to-market (GTM) strategy. Listen to your customers: customer conversations, customer interviews, and customer feedback. Expand with current customers, not only net-new ones. Never forget your first deal. Never forget your first deal. “I

Customer Relationship 52

Customer Relationship Customer Feedback Direct Marketing Sales 52

Customer Bliss

JULY 12, 2016

In this position, he formed and chaired the organization’s Customer Experience Program Management Office, which coordinated and provided governance for customer-related activities across all of Nissan’s business functions. “The challenge with customer experience,” he says, “isn’t one thing.

Customer Experience 0

Customer Experience Retail Customer Journey Map Social Media 0

Gainsight

SEPTEMBER 5, 2019

Increased customer expectations, especially when it comes to recurring revenue , mean that B2B companies can’t just drag and drop B2C CX strategies—even mid-touch customers are far too complex and spend far too much in ARR for that to work. That’s because B2C CX is typically reactive. Benchmark and repeat.

B2B 49

B2B Customer Experience B2C NPS 49

InteractionMetrics

DECEMBER 13, 2023

Always use a postscript under the signature – it’s a classic direct marketing method proven to boost response rates. Underscore the survey’s anonymity, objectivity, or the fact that it’s administered by a third party in the email signature.

Direct Marketing 52

Direct Marketing Customer Feedback Customer Experience 52