Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves. After a customer support issue has been resolved.

Customer Feedback 101

Customer Feedback Net Promoter Score NPS Voice of the Customer 101

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Social Media 90

Social Media Sales Start-ups Customer Relationship Management 90

Totango

JANUARY 19, 2022

Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start. Top Skills Needed for All Customer Success Manager Jobs.

Start-ups 102

Start-ups Social Media Engineering Education 102

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

ClientSuccess

FEBRUARY 14, 2023

Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. Customers want to feel heard, understood, and supported – and empathy helps customer service teams meet those needs.

Customer Journey Map 80

Customer Journey Map Construction Customer Relationship Customer Loyalty 80

Inside Customer Service

APRIL 8, 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.com and affiliated sites. We're working on ways to Wow our customers." What is a customer service wow? And it was a long chat.

Sports 182

Sports Contact Center Retail Customer Service 182

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves. After a customer support issue has been resolved.

Customer Feedback 71

Customer Feedback Net Promoter Score NPS Voice of the Customer 71

Customer Bliss

JUNE 8, 2020

Recently, I was joined by Yamini Rangan, chief customer officer of Hubspot for a LIVE version of my podcast, the Chief Customer Officer Human Duct Tape Show. Since we didn’t have time for her to respond to all of the questions during our broadcast, she kindly responded via email to the rest of the questions.

Finance 84

Finance B2B Education Sales 84

Shep Hyken

MAY 10, 2022

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! They discuss how businesses can use TikTok to promote their brand and enhance customer experience. New York Times

Social Media 85

Social Media B2B Customer Service Customer Experience 85

Provide Support

MARCH 11, 2020

Unlike in-person or telephone interviews, email surveys can reach larger numbers of customers in a shorter period of time. Unfortunately, metrics can’t give you a full picture and tell you everything about the product-market fit, customer satisfaction, and expectations. Published in Provide Support Blog , 2020.

Customer Feedback 66

Customer Feedback Customer Satisfaction Customer Service Customer Survey 66

Steven Van Belleghem

FEBRUARY 24, 2021

Here’s for instance an interview with Marty Neumeier, an American author and speaker who’s specialized in the topics of brand, design, innovation, creativity and the brand gap (which is also the title of his book). Pat Flynn is a blogger and internet marketer most famous for his blog Smart Passive Income.

CX 98

CX Customer Experience Social Media Innovation 98

Customer Service Life

JULY 8, 2019

This article was originally published on the ICMI blog on May 13, 2019. And this was after sifting through a hundred resumes, conducting twenty or so phone screens, and bringing ten or fifteen of them into the office for interviews. We questioned for both skills and customer focus in our prescreen questionnaire.

Contact Center 72

Contact Center Customer Service 72

Customers That Stick

OCTOBER 2, 2014

Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. Kate, what was your first job and what did you learn about customer service in it? Dealing with the public is great training for customer service. It makes or breaks customer experience.

Government 152

Government Customer Service Customer Experience 152

SurveySensum

OCTOBER 26, 2023

Paul’s online handcrafted jewelry store started seeing a decline in customer satisfaction and repeat purchases. So he started sending CSAT surveys after every purchase to his customers to learn about their shopping experience, product quality, and overall satisfaction. Why should you Measure Customer Satisfaction?

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score Social Media Customer Loyalty 52

SurveySensum

FEBRUARY 6, 2024

Launch cancellation surveys – a smart way to find out why customers say goodbye, but in a friendly and helpful way. A cancellation survey is a set of questions sent to users to determine why your customers are leaving. It usually starts with a simple question: “Why are you leaving?”

Customer Feedback 52

Customer Feedback Net Promoter Score Start-ups Text Analytics 52

Customer Bliss

AUGUST 28, 2020

Over the past few months, I’ve been hosting live interviews with a range of C-Suite leaders on my LinkedIn and Twitter. We’ve had discussions about their role in developing a customer experience strategy within their organization or for other organizations, and about how they’ve had to recently pivot in their jobs.

Customer Journey Map 129

Customer Journey Map Start-ups Customer Retention Innovation 129

VOZIQ

APRIL 14, 2023

Customer relationship dynamics have been changing drastically over the past years. With customer expectations rising dramatically and businesses implementing a personal and far more attentive approach than before, CRM has now become a crucial element of customer retention.

Customer Service 40

Customer Service Entertainment B2C CRM 40

VOZIQ

APRIL 14, 2023

Customer relationship dynamics have been changing drastically over the past years. With customer expectations rising dramatically and businesses implementing a personal and far more attentive approach than before, CRM has now become a crucial element of customer retention.

Customer Service 40

Customer Service Entertainment B2C CRM 40

Win the Customer

DECEMBER 17, 2015

Research from Forrester has found that 80% of companies want to use customer service to differentiate themselves from the competition. So if every organization wants their customer service to be the best it can be, how do those who really stand out from the competition actually do it?

Customer Service 114

Customer Service Customer Satisfaction Customer Experience 114

Customer Bliss

AUGUST 18, 2020

This is a guest post from Niraj Ranjan, CEO & CO-founder of Hiver – a Gmail-centric customer service solution. With over 1500 customers across 30 countries. Niraj’s focus with Hiver has been to empower companies to provide customer experiences that are more human and empathetic. . By Niraj Ranjan.

Customer Service 100

Customer Service Touchpoint Customer Experience Innovation 100

SurveySensum

FEBRUARY 24, 2023

In today’s competitive market, customer satisfaction is crucial for businesses to succeed. After all, the longer you keep your customers satisfied, the more likely they are to stay loyal to your brand and continue to invest in your products. Ready to take your customer satisfaction to the next level?

Customer Satisfaction 52

Customer Satisfaction Touchpoint Customer Feedback CRM 52

Taylor Reach Group

MAY 1, 2020

In a recent post, we looked at the cost of providing a poor Customer Experience (CX). Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). By Peg Ayers. Not at all.

CX 140

CX Net Promoter Score Customer Relationship Management NPS 140

CX Journey

OCTOBER 12, 2016

Image courtesy of dushy4 I originally wrote today's post for ICSA as part of their blog carnival and celebration of National Customer Service Week. It appeared on their blog on September 5, 2016. It's also a great reminder that customer service is a critical aspect of any business. But it doesn't have to be.

Close the Loop 77

Close the Loop Customer Service Customer Experience CX 77

Fonolo

APRIL 2, 2019

One of our goals with the Fonolo blog is to expose our readers to a broad range of voices on a broad range of topics. Vasili Triant, Vice President and General Manager, Cisco Customer Journey Business Unit, Cisco. This is an interview with analyst Dave Michels. Read more on their blog post. Rowan Trollope, CEO, Five9.

Contact Center 78

Contact Center Customer Service AI Engineering 78

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

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not. How to overcome those challenges?

CX 129

CX Customer Experience Education Machine Learning 129

Shep Hyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. With the average American consumer spending more than $2,000 a year on coffee, this sounded like an incredible deal for coffee drinkers — begging the question, how could Panera possibly justify such generosity? For just $8.99

Customer Service 57

Customer Service NPS Customer Loyalty Start-ups 57

Hodusoft

APRIL 5, 2023

7 Best Practices for Managing Call Center Operations Call centers are crucial for many businesses, especially the ones that deal directly with customers. By leveraging call centers, they provide customer support, answer customer queries, resolve issues with products or services, and even accept orders or requests over the phone.

Net Promoter Score 52

Net Promoter Score AI Start-ups Contact Center 52

ProProfs

MAY 31, 2022

In this blog post, you’ll learn everything you need to know about training needs assessments including what they are, different training needs analysis methods and how to conduct a training and development needs assessment the right way to get the most out of it. holding one-to-one or group interviews . Increase Customer Satisfaction.

Legal 52

Legal Customer Satisfaction Close the Loop Start-ups 52

Taylor Reach Group

APRIL 9, 2020

Everybody wants to improve the Customer Experience (CX) they provide, right? A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I have a bad experience with them, I move on.” ( Acquia Survey ).

CX 173

CX Contact Center Start-ups Customer Experience 173

Beyond Philosophy

SEPTEMBER 26, 2019

One of the things that came up was the question, when marketing an idea or organization, is any press good press? It is a difficult question. In marketing Beyond Philosophy, I’ve been interviewed on TV and radio many times. In my first book, I wrote about customers’ emotions and the emotional experience.

Start-ups 111

Start-ups Entertainment Sales Customer-Centric Organization 111

Comm100

AUGUST 17, 2022

Shep Hyken, CX expert and a New York Times best-selling author sat down with Chris Bechtel, Vice President of Global Marketing at Comm100, to discuss the state of customer experience (CX) today. This blog recaps the best bits from this conversation. Service is a big part of that. I’m excited about that.”.

CX 73

CX Start-ups Technology Technology 73

Futurelab

MARCH 20, 2022

Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. These changes drove GetFeedback , the agile customer experience (CX) management solution by Momentive, to conduct research among 2,200 CX professionals worldwide. Their words, not mine.)

CX 130

CX Start-ups Customer Experience Customer Expectations 130

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations. But, in effect, they were answering a different question. Local vs. Global.

AI 89

AI Customer Service Contact Center Artificial Intelligence 89

Fonolo

AUGUST 15, 2023

You might think a simpler measurement like “call per hour” would answer this same question. Occupancy rate is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time). It’s the most common measure of how much of their time your call center agents spend dealing with customers.

Contact Center 67

Contact Center Event Planning Technology Technology 67

Intercom, Inc.

APRIL 19, 2018

In engineering, you want to move fast, ship often and solve real customer problems. It means reducing choices amongst engineering teams and standardizing technology, so our team can spend as much time as possible delivering value to customers. Enter our philosophy of Run Less Software. What it means to Run Less Software.

Engineering 192

Engineering Technology Technology Start-ups 192

Help Scout

AUGUST 31, 2021

Customer support representative is one of the most common jobs on the market for individuals looking to work in technology, so the job description you write for your open role needs to be exceptional in order to attract applications from exceptional candidates. Our customers are at the heart of what drives us as a company.

Social Media 94

Social Media Innovation Touchpoint Start-ups 94