SurveySensum

NOVEMBER 28, 2023

If you did, then this blog is for you and everyone who struggled with What to do with this feedback? And how to respond to the customers? NPS and CSAT are more than just customer satisfaction measuring tools, they serve as instruments to gauge satisfaction, enhance overall customer experience, and foster customer loyalty.

NPS 52

NPS Touchpoint Customer Feedback Start-ups 52

Execs In The Know

NOVEMBER 3, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. Sean Miller.

Artificial Intelligence 98

Artificial Intelligence AI CX Customer Experience 98

Execs In The Know

NOVEMBER 30, 2021

In October, Execs In The Know held its Fall 2021 Customer Response Summit (CRS) event featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations. To make a real difference, a CCO must be empowered. Rick Clark, Balsam Brands.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

VOZIQ

FEBRUARY 1, 2023

Today, an effective retention strategy has to be quick and agile in responding to the growing complexity of customer churn. Companies should be swift in customer retention efforts in such a landscape, especially considering customer expectations continue to evolve. Your frontline must have every guidance they need.

Sports 52

Sports Machine Learning Customer Retention AI 52

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. It’s worth noting that companies with any of these primary cultures can still deliver good customer service experiences. Strategies for company executives.

Customer Service 139

Customer Service Sales Start-ups Voice of the Customer 139

Execs In The Know

JULY 1, 2021

Although the conversation ranged across a variety of topics (all related to WFH), the overarching theme was pointed toward identifying the most critical pieces for achieving long-term WFH success. This is where technology can level-set conditions and build parity into every customer experience. 1 — Invest in Essential Technologies.

Contact Center 98

Contact Center Entertainment Hospitality Hospitality 98

Customers That Stick

MARCH 11, 2015

Service triggers that set customers off. Power words that influence customer perception. My new book Be Your Customer’s Hero: Real-World Tips and Techniques for the Service Front Lines is finally here. I am truly thrilled to put this book into the hands of customer-facing professionals all around the world.

Social Media 139

Social Media Retail Customer Service Customer Experience 139

The Customer Service Blog

JULY 7, 2022

But according to the Institute of Customer Service (who carried out the research) companies need to offer more than just discounts in order to keep their customers. In their survey of 10,000 people, a third of those asked said that they were prepared to pay more for good customer service.

Customer Service 52

Customer Service Technology Technology Customer Retention 52

CX Accelerator

MARCH 28, 2018

Originally published on ICMI Blog Does your contact center resemble an episode of "The Walking Dead?" " Whether or not you've reached zombie apocalypse levels of engagement, all customer service leaders must be intentional to win the hearts and minds of our staff. I love brainstorms!)

Contact Center 140

Contact Center Gaming Technology Technology 140

VOZIQ

SEPTEMBER 12, 2022

Customer retention has assumed greater importance for recurring revenue businesses today. Traditional retention approaches are proving ineffective against customer churn today. It’s mainly because customers are only growing stronger by the day with the availability of information and choices. Scattered customer data.

ML 40

ML Customer Retention Touchpoint AI 40

VOZIQ

SEPTEMBER 12, 2022

Customer retention has assumed greater importance for recurring revenue businesses today. Traditional retention approaches are proving ineffective against customer churn today. It’s mainly because customers are only growing stronger by the day with the availability of information and choices. Scattered customer data.

ML 40

ML Customer Retention Touchpoint AI 40

Logicalware

AUGUST 19, 2021

With so much attention placed on customer experience in the contact centre, the needs of agents can often get overlooked. But agent experience is so tightly tied to customer experience that it’s impossible to successfully deliver one without the other. Happy agents are 3x as likely to feel empowered to resolve customer issues.

Sentiment Analysis 78

Sentiment Analysis Engineering Technology Technology 78

Execs In The Know

OCTOBER 20, 2022

Workplaces with great culture foster better collaboration, innovation, and customer satisfaction—and, in large part, that’s because they’re able to attract and retain the best talent. . This way, leaders will be better equipped to meet the needs of frontline employees – they’ve been there themselves. .

Contact Center 52

Contact Center CX Start-ups Finance 52

Execs In The Know

NOVEMBER 3, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. Sean Miller.

Artificial Intelligence 52

Artificial Intelligence AI CX Customer Experience 52

Execs In The Know

FEBRUARY 14, 2023

It has the potential to influence numerous industries, including the customer experience (CX) industry. Let’s start with some definitions and then we can dive into the impact it’s likely to have on customer experience. Bard is an experimental conversational AI service. ChatGPT lacks the ability to empathize with a customer.

Customer Experience 52

Customer Experience Artificial Intelligence Contact Center AI 52

Execs In The Know

NOVEMBER 30, 2021

In October, Execs In The Know held its Fall 2021 Customer Response Summit (CRS) event featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations. To make a real difference, a CCO must be empowered. Rick Clark, Balsam Brands.

Close the Loop 52

Close the Loop Compliance CX Innovation 52

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. At the same time, NPS is often a subject of critics and misunderstanding. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ).

NPS 135

NPS CX Net Promoter Score Close the Loop 135

ClientSuccess

AUGUST 29, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. Company : ESG (Customer Success as a Service).

Gaming 42

Gaming Start-ups B2B 42

ClientSuccess

OCTOBER 10, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. Let’s get started!

Start-ups 70

Start-ups Customer Relationship Management Business Consulting Engineering 70

ClientSuccess

AUGUST 14, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. Company : ClientSuccess.

Start-ups 42

Start-ups Sales Customer Relationship 42

Bill Quiseng

JANUARY 10, 2016

I have been an avid reader of his blog where he writes about “the critical relationship between leadership, employee engagement and delivering an exceptional customer experience as a competitive advantage.” ” So I’m honored that he has offered to share his customer service insight here.

Customer Service 97

Customer Service Sales Customer Experience 97

ClientSuccess

FEBRUARY 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. Let’s get started with this week’s post!

B2B 52

B2B Start-ups Gaming Sales 52

SugarCRM

DECEMBER 1, 2022

The 2020s are shaping to be the decade of revolutionary technology with the continuing evolution of smart technology in the customer experience sphere. We’ve seen how Artificial Intelligence (AI), Virtual Reality (VR), and now the Metaverse enhance customer experiences and take them on journeys they have never been on before.

Artificial Intelligence 26

Artificial Intelligence Customer Experience CRM Sentiment Analysis 26

SurveySensum

JUNE 29, 2023

A company, despite investing heavily in marketing and advertising, struggles to retain its customer base and faces a decline in sales. Well, here’s a startling statistic to ponder: 82% of customers stop doing business with a company due to poor customer service. Sound familiar? Don’t know?

Customer Satisfaction 52

Customer Satisfaction Social Media Customer Relationship Customer Retention 52

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

ClientSuccess

JULY 16, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. Let’s get started with this week’s post!

Touchpoint 41

Touchpoint Start-ups Sales Gaming 41

Comm100

JULY 12, 2018

Continuing our series of the best customer service posts on the web from May , I’m going to look at some standouts from last month that caught my eye. There is no specific theme here aside from a focus on improving the customer experience. Difficult Customers. From the Dentist’s Chair. Marvel and DC Have Some Competition.

Customer Service 41

Customer Service AI Entertainment Contact Center 41

ClientSuccess

AUGUST 27, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. From : Steve McDougal, VP of Customer Success.

Start-ups 40

Start-ups Sales Touchpoint Customer Experience 40

Customer Service Life

NOVEMBER 13, 2018

This article was originally published on the ICMI Blog on August 28, 2018. Having worked in customer service for a couple SAAS (Software as a Service) startups throughout my career, I’d like to enlighten you on an important concept. Before you do anything else, you need to understand your critical issues and drivers.

Contact Center 60

Contact Center CX Text Analytics Customer Service 60

Beyond Philosophy

JULY 5, 2016

What makes this question so profound, and so pivotal, in customer experience optimization today is that every aspect of value delivery is at play. More than a buzzword, “being human,” especially in brand-building and leveraging customer experiences and relationships, has become a buzz-phrase or buzz-concept. Michael Lowenstein, Ph.D.,

Customer Experience 84

Customer Experience Engineering Customer Loyalty B2C 84

Execs In The Know

MAY 10, 2021

We can all probably agree that frontline contact center agents have one of the most challenging and most important roles in an organization. They are often the face of the company, shaping customer perception from even one interaction. I get “yelled at” all day from unhappy customers.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

SurveySensum

DECEMBER 22, 2023

Recently, I contacted the customer support of an electronics brand to address an AC installation issue. Businesses (their agents) use tactics like offering incentives to customers, badgering or threatening customers, etc, to manipulate their NPS scores. So, how to stop this?

NPS 52

NPS Gaming Education Customer Satisfaction 52

ClientSuccess

OCTOBER 22, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. Mentor Questions. Let’s get started!

Touchpoint 41

Touchpoint Start-ups Customer Service Sales 41

SurveySensum

MARCH 1, 2024

A retail company, MagnetHome enthusiastically embraced the Net Promoter Score and started measuring customer loyalty. High scores delighted them, so in the excitement they missed the silent grumbles of unhappy customers. Amidst the rush for scores, they started losing the customers, without any clue! What does this lead to?

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Customer Satisfaction 52

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Customer Service Life

MARCH 28, 2019

This article was originally published on the ICMI blog on January 24, 2019. When I was a customer service manager some of our team members employed a practice I affectionately referred to as “fishing,” or perhaps it’s spelled “phishing.” Click here to read the original post. Leverage self-help. Slack can help with this.

Contact Center 60

Contact Center Close the Loop Engineering Customer Satisfaction 60

ClientSuccess

JUNE 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. Let’s get started with this week’s post!

Sales 40

Sales Start-ups Touchpoint 40