Customer Experience (CX)
From Tasks To Outcomes – Transforming The Service Organization
The current organizational structure of your Services team and alignment with other customer-facing teams may be inhibiting your ability to deliver outcomes. Organizational alignment, increased cooperation, and shared goals are key to customer retention and revenue expansion initiatives.
The Right Metrics for Support and Success
This article introduces 8 essential metrics for Support and Customer Success.
Best Practices and Metrics for Assisted Support Delivery
Making it easy for customers to get help depends upon the channels available to access support resources and request assistance. Many companies offer assistance by phone but there is a clear shift towards electronic channels.
Customer Experience vs. Customer Success – Similarities and Differences
The terms Customer Experience (CX) and Customer Success (CS) are commonly used within the service industry. Sometimes CX and CS are used to describe the same or similar things and other times to describe complexly different actions, activities and outcomes. This article offers definitions for each term and identifies similarities and differences between CX and CS.
The Tangible Impact of CX and Customer Success
A well-defined CX strategy combined with an effective Customer Success (CS) operating model can yield significant and tangible benefits including retention and expansion of existing relationships and the strengthening of your product and service reputation.
Effectively Managing Distributed Support Teams
Geographically distributed teams are common for many industries and companies, but recent events have created the necessity for more individuals to work from home. For support and service operations that rely on centralized call centers the shift to a distributed workforce introduces new challenges – both technical and administrative. Here are some of the things to consider for effectively managing distributed support and success teams.
Top Customer Support Trends
Support has been the foundation of post-sales customer engagement for decades. New licensing models and recognition that customer retention is essential has led to enhanced approaches to engage and retain customers. Support must find ways to contribute to the execution of CX and CS strategies and practices. Core support practices will persist but Support as we know it will evolve.
Chatbots for Technical Support – Are They Working?
The ability to provide automated interaction with customers by chat has been available for years. The power and potential of today’s chatbots offers a wide array of customer service and technical support opportunities. For many companies the question is not if they should deploy chatbot automation for technical support, but rather, how to make chatbots successful. In 2020 ServiceXRG conducted a study to assess the use and effectiveness of chatbots for support. Here are the highlights:
5 Principles for Service Success
There are many approaches to achieve service success and each company must chart its own unique course. Regardless of the path, there are five principles that all companies must embrace. Every company must have an established CX plan, attainable goals, well-defined service programs, optimized service capabilities and the means to measure and improve performance. These five principles establish the foundation from which to define, execute and achieve tangible, positive service outcomes.
Customer Success Defined
Customer Success is an operating model that promotes practices across the entire customer-lifecycle including landing new accounts; onboarding, success planning; product adoption; health monitoring; retention and expansion. This article offers a concise definition of Customer Success and describes the essential practices and activities.
Creating Positive Customer Experiences
The way we interact with customers directly affects the way they perceive us. When we are responsive, attentive, willing, and able to provide the information or assistance they need, we increase the likelihood of providing a positive experience. When we are difficult to do business with, unable or unwilling to satisfy customers’ needs, indifferent, inept, or rude, chances are the customer will have a bad experience. A satisfying customer experience is critical if we want to positively influence the way customers behave.
Shaping the Customer Experience (CX) with On-Line Support
Web-based activities have become a significant factor in shaping customer experience and influencing the perceptions customers have about companies and their products. The majority of on-line interactions are unassisted, where customers are encouraged to serve themselves.