Aquire

DECEMBER 9, 2021

If you want your customers to stick around, it’s important you understand how to reduce customer churn rate. Of course, some level of churn is inevitable — no matter how much effort you put into satisfying your customers. There are reasons customers stop doing business with you that are simply beyond your control.

Customer Retention 98

Customer Retention Education Start-ups Social Media 98

Zendesk

JUNE 30, 2022

You’ve just closed a major deal and you’re ready to pack up, head out on the town, and celebrate by crossing that client off your never-ending to-do list. You absolutely deserve a night of Beluga caviar and the finest of wines after closing a hard-earned deal (if that’s what you’re into), but don’t assume your work is finished.

Sales 98

Sales Non-Profits Customer Retention Social Media 98

Zendesk

FEBRUARY 16, 2023

Showing your customers how much you value their business with digital thank you notes and direct mail can go a long way. After all, customer appreciation is key to customer retention and satisfaction. If you’d like to jump ahead, click through our table of contents and explore thank you note examples.

Start-ups 52

Start-ups Retail Entertainment Customer Retention 52

Aquire

AUGUST 3, 2021

This list of customer service tips will ensure your company provides an excellent experience for 2021 and beyond. There are no two ways about it. All customers want an excellent customer experience. But how can businesses ensure that they’re offering the customer service they ought to?

Customer Service 76

Customer Service Social Media CRM Start-ups 76

Myra Golden Media

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. Thanks to the pandemic, there are more remote agents in the workforce than ever.

Customer Service 127

Customer Service Contact Center Gaming Technology 127

Doing CX Right

AUGUST 12, 2020

I tell you this because there are many relationship lessons I’ve learned over the years and want to inspire you to enrich connections with your partner, friends, colleagues, and customers too. Their actions impact customer experiences and ultimately brand loyalty. 10 WAYS TO ENHANCE YOUR RELATIONSHIPS.

Gaming 105

Gaming CX Customer Experience 105

Shep Hyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. Read this article and learn more about what customers expect.

Customer Service 131

Customer Service Customer Loyalty B2C B2B 131

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. How to put the “customer” in “customer experience”.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

PeopleMetrics

DECEMBER 12, 2019

On the other hand, an exceptional employee experience leads to employees who pass on their enthusiasm to customers. In fact, customers are more likely to have a positive customer experience if they are served by passionate employees. Affordable staff appreciation and recognition activities are a great way to get there.

CEM 91

CEM Business Administration Machine Learning Start-ups 91

ClearAction

JUNE 25, 2023

Lynn Hunsaker Experience Leadership Mastery is a curriculum spanning your C-Suite, Board, executives, experts, experience steering committee, certification candidates, and entire experience management team. Second, 2010s methods are outdated for 2020s trust and value expectations among employees, partners, and customers.

CXM 62

CXM Touchpoint Start-ups CX 62

SurveySensum

DECEMBER 1, 2023

Thanks to the Internet and digital marketing, businesses can now sell to a much bigger audience. However, that same digital world makes it possible for customers to tarnish a business’s reputation simply by sharing their experiences with others. A good customer experience can convince a new lead to spend more money on your business.

Customer Feedback 52

Customer Feedback Social Media ML Start-ups 52

Taylor Reach Group

JUNE 12, 2020

Of the many skills required of me in more than 25 years of running large contact centers, one of the most critical has been the ability to remember employee names. When I left my position as Customer Service Director of a firm in Cheyenne, Wyoming, I received a number of letters of thanks including one, from Deb, that still inspires me.

Contact Center 134

Contact Center Customer Service 134

PeopleMetrics

MAY 13, 2020

Successful corporations must also find ways to ensure positive, productive communication between peers. Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. Listen to your team. Even if they can only see each other on Zoom!

CEM 116

CEM Business Administration Machine Learning Customer Feedback 116

SurveySensum

MARCH 15, 2024

This is because before launching Company B decided to market research into its target audience, created customer personas, and launched their product only after understanding their audience and market dynamics. This resulted in more relevant downloads and positive feedback from customers. Still not convinced? Well, it’s not.

Text Analytics 52

Text Analytics NPS Outlook CX 52

Intercom, Inc.

JUNE 6, 2018

With that in mind, we’ve redesigned our Messenger so that it’s easier than ever before for customers to take action in the messenger. Here’s a few ways salespeople have been using our live chat tool to drive action, revenue and results for their business. Book meetings with your best leads automatically. Time kills sales deals.

Sales 179

Sales Start-ups B2B 179

Help Scout

APRIL 27, 2021

It’s not fancy and the location isn’t great, but they know how to wow a customer. The way that I’m treated when I go there has always left an impression on me. Why wow your customers? Wowing your customers creates deeper loyalty and delight and promotes meaningful usage for years to come. It blew me away.

Start-ups 117

Start-ups Gaming CRM Customer Loyalty 117

Service Quality Institute

JULY 7, 2021

Every day with all your employees you need to look for ways to show your appreciation for their work. Feel free to use the article in your internal publications. Many firms average a 25-35% employee turnover rate. It costs you nothing to tell an employee, “Thanks for helping on the Miller project.

52

52

Intercom, Inc.

OCTOBER 5, 2022

Each person on your team has different needs, responds to feedback in different ways and evolves in different trajectories – and management should always reflect that. When should you empower and coach your team vs give them specific instructions on what needs to be done? That way, it’s much more likely to stick.

Engineering 118

Engineering Gaming 118

Intercom, Inc.

MARCH 25, 2021

This question has been shaping customer experience expert Jeanne Bliss ’s career for as long as she remembers. Jeanne is one of the leading voices on customer-centric leadership. In fact, she wrote her first book, Chief Customer Officer , long before that type of role was even widely known. What will your legacy be?

CX 181

CX Start-ups Business Growth Engineering 181

Logicalware

AUGUST 21, 2022

Putting the customer first, in simple terms, means valuing the needs and expectations of your customer ahead of anything and everything else. But putting the customer first isn’t a strategy – it’s a culture! Organisations that put the customer first are commonly referred to as being customer-centric.

Customer Satisfaction 52

Customer Satisfaction NPS Start-ups AI 52

Zendesk

NOVEMBER 30, 2022

No one likes to lose customers. And for many businesses that made the shift to operating online during the pandemic, it’s been a challenge to connect with customers on a personal level. Fortunately, there’s a wide range of digital platforms that can help you understand your customers in a deeper and more meaningful way.

Net Promoter Score 52

Net Promoter Score Social Media AI Customer Loyalty 52

Zendesk

NOVEMBER 2, 2022

Enduring that kind of bad experience can mean the end of a customer relationship. More than half of consumers will leave a brand after just one bad experience, according to the Zendesk Customer Experience Trends Report. Why insurance companies need to invest in the claims customer experience. million customers in the U.S.

Customer Service 52

Customer Service AI CX Start-ups 52

Aquire

JANUARY 6, 2022

As more and more consumers go online for their buying needs, companies are increasingly turning to the ecommerce chatbot to meet evolving customer expectations and deliver instant, personalized, and seamless shopping experiences. Looking for an ecommerce chatbot for your business? What is an ecommerce chatbot? Wider availability.

Social Media 98

Social Media Artificial Intelligence Retail AI 98

Zendesk

FEBRUARY 23, 2023

Being thoughtful about the words you use during a customer interaction can be the difference between a good customer experience and an incredible one. According to the Zendesk Customer Experience Trends Report 2023 , 61 percent of customers will switch to a competitor after a single bad experience. Nice to meet you.”

Customer Service 52

Customer Service Start-ups Customer Loyalty Voice of the Customer 52

PeopleMetrics

JULY 29, 2020

And this means more bad surveys than ever are being sent out to customers, guests, patients, and employees. In this blog post, I'm going to tell you 3 surefire ways to write a really bad survey. so you know what to avoid when you're writing your own! What does the customer get (if anything) by taking the time to fill it out?

Net Promoter Score 71

Net Promoter Score CEM Business Administration Machine Learning 71

Intercom, Inc.

NOVEMBER 17, 2021

Writing a clear, timely, and empathetic message to your customers is a very sought-after craft. And then, email went big – so big, in fact, that Leslie realized it would take the corporate world by storm and radically alter the way people wrote at work. Use plain language.

Start-ups 118

Start-ups Social Media Customer Service Government 118

Execs In The Know

MAY 4, 2023

woom was founded by two dads in a garage in Vienna, Austria in 2013 and has since expanded to over 25 countries around the world. Execs In The Know: Tell us a little bit about your background and how you came to be at woom Bikes. What is your day-to-day focus in your current role? I did that for more than 10 years.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

Intercom, Inc.

APRIL 28, 2022

The idea behind the funnel is quite simple – marketers craft campaigns to capture potential customers’ attention and slowly nurture them until they are ready to be handed off to the sales team, which guides them through the purchasing stage until they become paying customers and, hopefully, loyal advocates. Short on time?

CRM 118

CRM Start-ups Sales Customer Journey Map 118

Intercom

JANUARY 5, 2023

Delayed orders, faulty services, missing information, you name it – every time a customer reaches out, it tells you something about the friction they’ve experienced. Customer service teams are all too often drowning in angry, repetitive tickets, and yet, we don’t seem to focus enough resources on tackling the reasons behind it.

Customer Experience 69

Customer Experience CX Contact Center Start-ups 69

Allen Speaks

FEBRUARY 11, 2020

What are the factors that make a front-line employee as likeable and does this impact your business success? ​​ Smiling and Friendly ​ ​If there was ever any common sense it would be to hire friendly people to serve customers! . But what gets in the way of that? Several things come to mind.

Customer Service 52

Customer Service 52

Zendesk

APRIL 5, 2022

According to the Zendesk Customer Experience Trends Report 2022 , 61 percent of customers would leave a company for its competitor after just one bad experience—a 22 percent jump from last year. It’s now more important than ever for support teams to track customer retention metrics. Customer churn rate.

Customer Retention 98

Customer Retention Net Promoter Score NPS Retail 98

Fonolo

MARCH 14, 2019

The buying experience often gets the most attention in customer service. These are all important components of a great customer service experience, but so are the processes that take place after the fact. Indeed, the post-purchase experience can be just as important, if not more so, in securing customer loyalty.

Customer Service 111

Customer Service Social Media Retail Omnichannel 111

Intercom, Inc.

JANUARY 22, 2019

Between 40% and 60% of people who sign up for a free trial of your software will never convert. If your answer is “nothing,” you’re leaving money on the table. To help you along the way, we’ve put together a step by step guide to getting your lead nurturing campaign off the ground. Fortunately there’s a better way.

Start-ups 186

Start-ups Sales 186

SurveySensum

MAY 9, 2022

How’d you feel if you called customer service and they resolved your issue in just 2 minutes? The effort they put in to make me (one regular customer) happy left me in awe. . That’s something CUSTOMERS DO. How to Leverage Positive Customer Feedback: Top 7 Ways. Create beta users out of your promoters.

Customer Feedback 52

Customer Feedback CX NPS B2B 52

Intercom, Inc.

OCTOBER 10, 2019

He’s also had a direct hand in the authorship of five books, including Information Architecture for the World Wide Web and Search Analytics for Your Site. You can subscribe on iTunes , stream on Spotify or grab the RSS feed in your player of choice. Thanks so much for joining us. But Louis Rosenfeld wants to change that.

Start-ups 168

Start-ups Technology Technology Social Media 168

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Intercom

JANUARY 11, 2024

A profound transformation is underway in customer service. Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less.

Customer Service 86

Customer Service CX AI Start-ups 86