Jason Moore’s Post

Via PR Newswire: ChurnZero launches integration with Gong to help customer success teams manage and understand customers more efficiently. Our new integration automatically pulls Gong’s customer interaction data and AI-powered insights into ChurnZero’s workflows, offering your CS team seamless access to insights and action items from customer engagements. That means: 🔥 Unified data: ChurnZero centralizes your call recordings and notes to create a more complete record of customer interactions. 🔥 Extra-efficient workflows: Use ChurnZero's automation and reporting tools to create AI-driven follow-up workflows, enhanced with Gong's customer interaction data. 🔥 Timeliness and relevance: View supplemental insights before and after Gong calls managed from ChurnZero, including customer health, sentiment, adoption, journey data and more. See more details at https://lnkd.in/eWAKgf4k.

Transform customer feedback into actionable insights! Discover how listening to your customers can drive improvement and growth. Read our step-by-step guide for practical tips on leveraging feedback effectively. Visit us to learn more about creating meaningful change through valuable customer interactions. #CustomerFeedback #BusinessGrowth #MarketingTips https://lnkd.in/gu-d5RD3

Are you leveraging the full potential of your customer base? Here, Tim Gunderson, Principal of Digital, shares a snapshot of three proven strategies to revolutionize your customer journey: 🔄 From Bottom-Up to Top-Down: Make customer journey orchestration a top-down, executive-level priority. Discover how integrated data and coordinated strategies can create a seamless experience and eliminate fragmentation. 🔄 From Inside-Out to Right-Side-Out: Start with customer needs and real-world value, not internal perspectives. See how leading companies use customer sentiment and data to guide marketing efforts and achieve a meaningful impact. 🔄 From Backward-Facing to Forward-Looking: Embrace AI and predictive analytics to anticipate customer behavior and personalize experiences. Learn how to move from reactive to proactive strategies that anticipate customer behavior and personalize experiences. ❓ How do you balance between reactive and proactive customer engagement strategies? Which approach has yielded better results for your business? 🔦 Dive into these strategies—and what's causing this shift— in our blog article "The Transformational Power of Customer Journey Orchestration" in the comments below. 👋 And if you find these options are easier said than done, our team is experienced at enhancing customer satisfaction and driving retention and revenue. Contact us today to learn more: https://lnkd.in/gi-5i3iD

In today’s customer-centric world, data is the engine that powers effective Customer Success strategies. To drive retention and growth, we must move beyond reactive responses to customer issues. Instead, we need to anticipate needs, identify potential pain points early, and leverage actionable insights to create long-term value for our customers. At the core of this approach are four data-driven components: ✅ Customer Engagement By analyzing metrics like NPS scores, product usage, and customer feedback, we uncover insights into customer satisfaction and behavior. This data allows us to take proactive steps to nurture relationships, strengthen loyalty, and reduce churn. ✅ Customer Feedback Loop A structured feedback loop empowers us to collect, analyze, and act on customer insights continuously. This iterative process ensures we evolve alongside customer needs—enhancing products, services, and overall experiences that drive measurable retention outcomes. ✅ Customer Value Realization Data-driven insights help us tailor solutions and prioritize proactive support, ensuring that customers fully realize the value of our offerings. When customers experience tangible, measurable benefits to reflect their business goals, renewal rates rise, and trust is solidified. ✅ Customer Growth Potential Through data analysis, we identify opportunities for customers to expand their usage, explore new features, or adopt additional solutions. By aligning these opportunities with customer goals, we create a win-win scenario that fosters growth for both our customers and our business. When data informs every touchpoint, customers feel heard, valued, and supported. This alignment not only strengthens trust but also fuels retention, expansion, and sustainable success. What are some ways your team is using data to drive customer retention and growth? Share your insights! #CustomerSuccess #Retention #DataDrivenStrategies #ExecutiveLeadership #Growth

Customer feedback is the backbone of customer-led growth. Without extracting feedback from customers, you’ll never understand: 👉 The gap between your products, services and customers’ needs 👉 The challenges customers face while using a specific feature 👉 The reason behind customer churn 👉 The new improvements customers are expecting So how do you develop the right customer feedback strategy? We’ve outlined a 3 step process. Check it out 👇 #CustomerSuccess

Forrester released its annual CX Index, showing customer experience hit a new low in 2024. B2C will likely take the blame, but if we are being real, B2B isn’t crushing it either. It’s easy to point at chatbots and inflation, but I think more is at play here. Reduced headcounts and higher interest rates dampening investments are certainly a factor. In addition, for all the hype of AI’s advancements, we have failed to communicate how it improves customers’ lives. As product marketers, this is a larger issue than we can solve. But we do have a heavy hand in shaping the customer journey. So, here are some actions we can take to help improve customer experience: 1️⃣ Customer voice should guide product development. Bring customer insights to future product discussions. The product roadmap should match customer priorities. 2️⃣ Define customer success metrics. Work with other departments to ensure KPIs align with results that indicate customer satisfaction. Hint-NPS is not the be-all and end-all. 3️⃣ Create detailed customer outcome messaging. Specifically, tie features back to how they improve customers' lives. Avoid generic results like “saving time and money”. 4️⃣ Enable sales as advisors. Not just battle cards and slide decks. Help them articulate value and navigate the full buyer’s journey. 5️⃣ Continue efforts post-purchase. Partner with customer success on tasks such as onboarding and how-to guides. Monitor usage data and feedback. While these are small steps, they should help you avoid becoming the Spirit Airlines of B2B.

"Sentiment analysis plays a critical role in understanding the nuanced emotions behind customer feedback. By analyzing the tone, context, and sentiment of customer communications, businesses can gain deeper insights into customer satisfaction and emotional engagement. Sentiment analysis can uncover underlying issues not immediately apparent through traditional metrics, offering a more comprehensive view of the #customerexperience. This deeper understanding enables brands to more effectively tailor their support strategies, addressing not just the technical aspects of customer service but also the emotional dynamics that significantly influence customer loyalty and satisfaction." How analytics are reshaping the customer support experience, helping businesses improve customer satisfaction and loyalty. Via Rich Hein CMSWire https://lnkd.in/epVK2R2z #AI #nlproc

Excited to share my experience on my first few weeks here at for Customer.io – a game-changer in the realm of customer communication! Let me tell you, it's been nothing short of amazing. From its intuitive interface to its powerful features, Customer.io revolutionizes the way businesses connect with their customers. Here's why I'm so excited for Customer.io: Personalization at Scale: With Customer.io, personalized communication isn't just a buzzword – it's a reality. Tailoring messages based on customer behavior and preferences has never been easier. Automation Made Simple: Say goodbye to manual, time-consuming tasks. Customer.io automates workflows seamlessly, allowing businesses to focus on what truly matters – delivering exceptional experiences. Insightful Analytics: Data-driven decisions are the key to success, and Customer.io provides actionable insights to drive growth. Track performance, analyze results, and optimize strategies effortlessly. But what truly sets Customer.io apart? It's the people behind the platform. Working with the team at Customer.io has been an absolute pleasure. From the warm welcomes to meeting colleagues from all different departments. Their dedication, expertise, and passion for customer success shine through in everything they do. Excited to be apart of such an amazing team 😊 Whether you're a marketer looking to enhance customer engagement or a business striving for growth, Customer.io has got you covered. Trust me, it's more than just a product – it's a game-changer. Ready to elevate your customer communication strategy? Let's chat! 📩

𝐀𝐫𝐞 𝐲𝐨𝐮 𝐟𝐞𝐞𝐥𝐢𝐧𝐠 𝐥𝐨𝐬𝐭 𝐰𝐢𝐭𝐡 𝐦𝐢𝐱𝐞𝐝 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐫𝐞𝐯𝐢𝐞𝐰𝐬? Mixed customer reviews can leave any business owner feeling lost. However, these reviews provide crucial insights into what customers love and what needs improvement. 𝐄𝐱𝐚𝐦𝐩𝐥𝐞 𝐨𝐟 𝐚 𝐌𝐢𝐱𝐞𝐝 𝐑𝐞𝐯𝐢𝐞𝐰: "Amazing food, but the service was slow." This review highlights a problem but lacks clarity on its impact. Focusing on the right aspects can save resources and boost customer satisfaction. 𝐄𝐧𝐭𝐞𝐫 𝐌𝐚𝐫𝐤𝐨𝐯𝐌𝐋’𝐬 𝐖𝐨𝐫𝐤𝐟𝐥𝐨𝐰 𝐓𝐞𝐦𝐩𝐥𝐚𝐭𝐞𝐬 With MarkovML’s Entity Detection and Sentiment Analysis workflow template, you can automate the classification of reviews, making it easy to extract clear, actionable insights. For example: ➡ Input: "Amazing food, but the service was slow." ➡ Output: Food: Positive, Service: Negative 𝐇𝐨𝐰 𝐈𝐭 𝐖𝐨𝐫𝐤𝐬 1️⃣ Start with a Pre-built Template: Select the pre-built Entity Detection and Sentiment Analysis template for your use case. There's no need to build workflows from scratch. 2️⃣ Upload Your Data: Easily upload your customer reviews. 3️⃣ Let the Magic Happen: The workflow automatically normalizes your text content using the Text Normalization Operator and performs sentiment analysis using the Aspect-Based Sentiment Operator. 4️⃣ Get Actionable Insights: Receive clear insights within minutes. 𝐖𝐡𝐲 𝐔𝐬𝐞 𝐓𝐡𝐢𝐬 𝐖𝐨𝐫𝐤𝐟𝐥𝐨𝐰? 🍀 Identify Strengths and Weaknesses: Understand exactly what customers love and what needs improvement. 💡 Make Informed Decisions: Use the insights to enhance your customer experience effectively. 𝐑𝐞𝐚𝐝𝐲 𝐭𝐨 𝐄𝐧𝐡𝐚𝐧𝐜𝐞 𝐘𝐨𝐮𝐫 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞? Book a demo today and see how Markov can transform your customer review analysis. 🔗 https://lnkd.in/gq2KFg8J #CustomerExperience #Workflow #EntityDetection #MarkovML

Is the customer happy, frustrated, or indifferent? By leveraging sentiment analysis, contact centers can gain insights into the emotional tone of customer interactions. This nuanced information provides a more holistic view of the customer experience and allows companies to adjust their strategies and communication to better serve their customers’ emotional needs. How sentiment analysis plays a massive role in your contact center: https://lnkd.in/eDQaXstf