Zendesk

SEPTEMBER 20, 2023

That experience can be just as challenging online, which is why Wine.com places great value on delivering a stellar, personalized customer experience. For example, Wine.com provides live assistance from sommeliers to guide customers toward the right wines.

Customer Feedback 85

Customer Feedback Customer Loyalty Customer Experience 85

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The best way to gain this information is through customer engagement.

Artificial Intelligence 103

Artificial Intelligence Social Media Sales Customer Service Sales 103

SurveySensum

JANUARY 26, 2024

When the package arrived, she found some glitches and contacted customer support for assistance. The responsiveness and effectiveness of the support team in resolving her issue became a pivotal moment in Claire’s customer journey. Claire’s story encapsulates the essence of a customer journey. What is a Customer Journey?

Social Media 52

Social Media Touchpoint Start-ups Customer Feedback 52

Uniphore

NOVEMBER 18, 2021

However, when you consider that emotions are central to customers’ decision-making processes, a data-driven tool that can help you understand how customers truly? These unique AI qualities can assist customer experience (CX) leaders in pinpointing how their customers truly?feel, customer sentiment ,?with

CX 162

CX Artificial Intelligence AI Business Growth 162

Lumoa

NOVEMBER 3, 2022

If you’re more of a reader though, we also have this text guide that you can check out, which covers the above info in more detail. For a while now, Lumoa has offered a way to close the loop with your customers by using the Events page. Events marked “Done” now highlighted on Impact page!

Close the Loop 83

Close the Loop Start-ups AI Customer Feedback 83

Customer Service Life

APRIL 12, 2023

Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart. In retrospect, this was a wonderful CX lesson.

Customer Service 78

Customer Service Contact Center Voice of the Customer CX 78

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?

Customer Service 73

Customer Service Social Media Omnichannel AI 73

Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals.

Business Growth 111

Business Growth Innovation AI Start-ups 111

Inside Customer Service

JANUARY 27, 2022

Many contact centers record customer phone calls and this disclaimer is often required for legal reasons. They also capture emails, chat sessions, social media responses, and other customer communication. Her monotone voice sounded bored, perhaps even a little put-off by her customer's reasonable request.

Contact Center 147

Contact Center Legal Construction Social Media 147

VOZIQ

AUGUST 13, 2023

Customer-obsessed businesses have one focus, a happy customer, and we have some books that show how much-satisfied customers contribute to the company’s overall growth. Here’s our pick of the quarter; let’s begin with an insightful book that delved deep into customer research.

Customer Acquisition 52

Customer Acquisition Customer Retention Finance Actionable Insights 52

Inside Customer Service

SEPTEMBER 23, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. You don't need to be convinced that customer loyalty is important. How do you get customers to keep coming back?

Customer Loyalty 147

Customer Loyalty Start-ups Customer Service Customer Experience 147

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

Comm100

MAY 23, 2023

Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. While we read about the many benefits of automation in customer service, it can be difficult to know how exactly to introduce this into your own organization.

Customer Service 71

Customer Service Artificial Intelligence Machine Learning AI 71

Intercom, Inc.

DECEMBER 28, 2022

For one, Eoghan McCabe , our Co-founder and Chairman, returned to the role of CEO , the position he had held from our founding in 2011 until 2020 – and he is bringing a renewed focus on the customer service space, so you can expect to see even more innovation from us in that area. Luckily, customer service teams are a resilient bunch.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Customer service.

Touchpoint 115

Touchpoint B2B Customer Journey Map Social Media 115

Totango

JULY 11, 2023

G2 recognizes Totango as a leader in customer success G2 , the software industry’s largest and most trusted marketplace, unveiled their 2023 summer report, and there are cheers all-around, as Totango was honored with 15 leader badges, including “Most Implementable” in the Enterprise Implementation Index for Customer Success software!

Customer Journey Map 82

Customer Journey Map Sports Innovation Touchpoint 82

Win the Customer

SEPTEMBER 8, 2023

In the dynamic world of startups, where every decision can make or break a company’s future, customer experience (CX) stands out as a critical factor for success. It’s not just about having a great product or service; it’s about how you make your customers feel when they interact with your brand.

CX 59

CX Social Media Touchpoint Customer Acquisition 59

Hodusoft

NOVEMBER 30, 2023

A Guide to Call Abandonment Rate in Call Centers and Its Significance Are you dealing with high call abandonment rates? Providing exceptional customer service is crucial in today’s call center environment, but what if your customers disconnect even before reaching an agent? Also, a high call abandonment rate is 10% or more.

Customer Satisfaction 59

Customer Satisfaction Technology Technology Actionable Insights 59

Shep Hyken

MAY 10, 2022

The Ultimate TikTok Guide for Business . How to Use TikTok for Marketing and Customer Service. Shep Hyken interviews Dennis Yu, CEO BlitzMetrics and author of The Definitive Guide to TikTok Advertising: How to Access 1 Billion People in 10 Minutes! Brands can boost their customers’ content using a code.

Social Media 85

Social Media B2B Customer Service Customer Experience 85

Totango

JULY 29, 2022

Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? In order to ensure renewals and maximize upsell opportunities, it’s important to consistently provide value throughout the entire customer journey. Customer Expansion at its Core . Driving Expansion .

Scorecard 111

Scorecard Start-ups Customer Experience 111

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? We’re delighted that so many of you subscribe to this blog or visit us every week.

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 89

Customer Satisfaction CRM Actionable Insights Social Media 89

Comm100

MARCH 21, 2023

With more options than ever before for customers, switching brands is easy. Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. Live chat software has become increasingly popular within customer service, and for good reason.

Customer Service 67

Customer Service Omnichannel Customer Satisfaction Social Media 67

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books.

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94

Win the Customer

SEPTEMBER 11, 2023

Delivering an exceptional customer experience (CX) isn’t just a nice-to-have—it’s a strategic imperative. In this blog post, we’ll delve into the crucial Key Performance Indicators (KPIs) that define CX success and show you how to leverage them for maximum impact. Essential CX Metrics for Success 1.

Net Promoter Score 59

Net Promoter Score CX Customer Experience NPS 59

Execs In The Know

APRIL 28, 2022

Are you looking for the smartest way to support customer care while protecting your brand? Agents have more cognitive bandwidth to do the job they were hired to do: provide an empathetic customer care experience. This means most customers won’t contact an agent directly unless they have no choice.

Contact Center 98

Contact Center Machine Learning Artificial Intelligence Customer Satisfaction 98

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

Customer Journey Map 91

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 91

Intercom, Inc.

JANUARY 18, 2023

It can be quite a challenge to find and address the points of friction that are chasing your customers away. But while acquiring new customers is obviously a critical part of having a business, it’s hardly sustainable if they only ever stick around for a few months. “Are you attracting and engaging the right customers?

Customer Acquisition 118

Customer Acquisition Customer Retention Actionable Insights Customer Feedback 118

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). Market Research vs. VoC.

VOC 210

VOC CEM CX Customer Feedback 210

Comm100

MARCH 20, 2024

This blog explores the decline of public trust in government, backed by data from the U.S., This tool can significantly enhance the citizen’s experience by providing quick answers to questions, reducing wait times, and making government services more accessible.

Government 75

Government Social Media Artificial Intelligence Legal 75

Fonolo

MAY 10, 2023

Consider attending an industry event if you’d like to sharpen your management and customer service skills. Call Center and Customer Service Conferences If you’re wondering what contact center or customer service industry conferences to attend in 2023, we’ve got you covered! You’ll be glad you did!

Contact Center 87

Contact Center Healthcare Gaming Innovation 87

Zendesk

MAY 25, 2022

Susana de Sousa spent four years working on Airbnb’s Customer Experience. Putting the “customer” in customer experience, Annette Franz might be LinkedIn’s most-read CX writer. You’ll follow her for the short, simple intros to complicated concepts—but you’ll stay for the great podcasts, blogs, and books.

CX 98

CX Social Media Start-ups Sports 98

Execs In The Know

APRIL 5, 2024

Customers anticipate this level of continuity in their interactions with brands, reflecting a shift towards channel-agnostic, lifelong conversations. How Brands Are Prioritizing Channels Balancing customer preferences with operational constraints is an ongoing challenge in customer experience. The panel fell on Pi Day.

Contact Center 52

Contact Center AI Social Media CX 52

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers. Incorporate customer feedback.

Customer Retention 84

Customer Retention Customer Journey Map Net Promoter Score Scorecard 84

Customers That Stick

JANUARY 12, 2015

Today we are releasing our new guide to customer service and customer experience higher education programs. I have a Certificate in Customer Experience from the Center for Services Leadership at Arizona State University. You can see its entry in the guide here. You can see its entry in the guide here.

Education 140

Education Customer Service Customer Experience 140

Myra Golden Media

MAY 21, 2020

They fear to be in intense interactions with frustrated customers. These are the top concerns I’m hearing from clients about re-opening: Front-facing employees worry about potential fallout when they tell customers masks are required for entry. ” Stressed frontline employees are becoming short and defensive with customers.

Customer Relationship 126

Customer Relationship Customer Service Customer Experience 126

Execs In The Know

JANUARY 10, 2024

PHOENIX, January 11, 2024 — Global customer experience (CX) industry leader Execs In The Know is proud to announce the appointment of two new distinguished customer experience leaders to its esteemed Corporate Advisory Board for 2024. Alvin Stokes, Chief Customer Contact Officer, SmileDirectClub Carolyne M.

Innovation 52

Innovation Contact Center CX Customer Relationship 52