Callminer

DECEMBER 17, 2019

However, the world’s call centers are arguably the most public examples of companies’ outsourcing efforts, facing customer directly in one-on-one interactions. Of course not all call centers are outsourced, nor are all call centers purely customer-facing operations. The need for competent customer support is growing.

Contact Center 207

Contact Center Finance AI Innovation 207

Beyond Philosophy

MARCH 19, 2020

We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. ROI is one of the areas the organizations are struggling with regarding their investment in Customer Experience. You All Want Growth.

CX 192

CX Net Promoter Score AI NPS 192

Futurelab

APRIL 4, 2021

I recently got my hands on a copy of Salesforce’s latest State of the Connected Customer report, which captures customers’ thoughts from midway through 2020 and, ultimately, the pandemic and other societal crises during the year. Linkedin Share Button. Tweet Widget.

Customer Experience 130

Customer Experience 130

Beyond Philosophy

DECEMBER 16, 2023

The Future of Customer Research Teams: Innovating for Success in 2024 and Beyond AI’s enthralling me these days, and it seems the world’s caught in the same spell. One realm set for a profound AI makeover is customer market research—a topic worth diving into since it’s likely on many of your radars too. Job impacts?

Innovation 78

Innovation AI Management Consulting Education 78

Inside Customer Service

OCTOBER 6, 2022

A Customer Service Tip of the Week subscriber recently wrote to ask my advice on reducing AHT in his contact center. It's a trick that I discovered more than 20 years ago while running experiments on AHT reduction. The AHT Experiment We started by gathering a sample of 20 contact center agents. AHT decreased.

Contact Center 195

Contact Center Scorecard Start-ups Customer Service 195

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Employee Experience.

CX 307

CX Customer Journey Map CX Transformation Government 307

Intercom, Inc.

MARCH 7, 2022

Last month’s shiny new updates will not only allow us to improve the efficiency of your teams, but your customers can also enjoy the most personalized engagement on the market. Get customized support with Premier Services. Get customized support with Premier Services. Find more information on these data exports here.

Customer Experience 104

Customer Experience Start-ups Customer Relationship Customer Expectations 104

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

Shep Hyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. Should the Chief Experience Officer Cease to Exist? My Comment: The CXO (Chief Experience Officer) has been a recent addition to the C-Suite in the past five or so years. Here are my top five picks from last week.

E-commerce 131

E-commerce Customer Service Contact Center Retail 131

Fonolo

AUGUST 3, 2021

You know that customer service is the backbone of your organization. Knowing where you stand with your customers and proving that value to stakeholders requires carefully crafted call center reporting that directly aligns with your organization’s Key Performance Indicators (KPIs). Excel Spreadsheets won’t cut it anymore.

Contact Center 142

Contact Center Net Promoter Score Start-ups Customer Satisfaction 142

Beyond Philosophy

APRIL 25, 2024

Storytelling is an essential part of communication with customers, too. By contrast, stats, facts, and figures may or may not interest you. Brands that want to communicate this to their customers need an explanation that helps them understand how that is possible. Stories also help you know what stories customers tell about you.

Engineering 78

Engineering Education Start-ups Customer Experience 78

Beyond Philosophy

APRIL 13, 2023

However, during my fuming, it also occurred to me that FOMO is a powerful driver of customer behavior. Missing out on the experience is losing it, in a sense. So, we not only fear being excluded from the experience but also being excluded socially. Regret or even anticipated regret is also a powerful motivator.

Social Media 78

Social Media Sports Gaming Education 78

Beyond Philosophy

APRIL 14, 2022

I read a fascinating report the other day from Zendesk called The Customer Experience (CX) Trends Report 2022. I saw a dichotomy between what people are saying and what they are doing regarding Customer Experiences (CX). 60% say customer service improves customer retention .

Customer Satisfaction 78

Customer Satisfaction Contact Center Customer Acquisition CX 78

Beyond Philosophy

AUGUST 5, 2023

His organization has delivery stats that paint a glorious picture of achievement. However, the customer surveys do not paint delivery with that brush at all. The internal organization has one perception of performance, the customers have another. One of our listeners, Damien, found himself in this pickle recently.

Customer Experience 78

Customer Experience Customer Survey 78

Shep Hyken

AUGUST 4, 2021

Here is a stat that’s hard to believe: . Forty-eight percent of Americans would rather go to the dentist than call customer support. . It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. But let’s get back to this stat for a moment. .

Customer Service 82

Customer Service Customer Experience Customer Satisfaction 82

Intercom

DECEMBER 5, 2023

For a long time, customer service teams have been trying to convey the incredible value they provide to the rest of the company. Draw the lines between quicker responses and a better customer experience, and explain how that sets your business apart from the competition.

AI 97

AI Customer Service Customer Experience 97

Shep Hyken

MARCH 21, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Stats About Post-Covid Customer Service by Blake Morgan. Chief on that list is updating customer service efforts. Our customer service research supports the theme.

Customer Service 61

Customer Service Retail Customer Satisfaction AI 61

Shep Hyken

AUGUST 4, 2021

Here is a stat that’s hard to believe: . Forty-eight percent of Americans would rather go to the dentist than call customer support. . It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. But let’s get back to this stat for a moment. .

Customer Service 74

Customer Service Customer Experience Customer Satisfaction 74

Help Scout

AUGUST 22, 2023

Juking the stats at the expense of the customer experience will sabotage long term growth in any business. Growth hacking, the term we all have come to know in the past few years, has made this an issue that needs discussing. Read the full article

Customer Experience 40

Customer Experience 40

Zendesk

DECEMBER 8, 2021

With consumers spending more time online than ever before, companies have had to rethink their customer service experience. Businesses need to gain a clear understanding of the type of digital interactions customers want instead of relying on intuition. The impact of great customer service. Sitel Group ).

Customer Service 98

Customer Service Social Media Artificial Intelligence Omnichannel 98

Shep Hyken

MAY 9, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Experience Conundrum: Fix Bad Experiences or Make Good Ones Better? Daniel Kahneman’s and Barbara Frederickson’s “Peak-End Rule,” which is about how the customer’s brain remembers their experience.

Customer Service 61

Customer Service E-commerce Customer Loyalty Engineering 61

Beyond Philosophy

NOVEMBER 16, 2018

What are the best statistics to help you prove ROI for your customer experience program? Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free! The post Key stats to prove your ROI – It’s About The ROI Stupid! appeared first on.

Customer Experience 100

Customer Experience 100

Shep Hyken

OCTOBER 11, 2021

Each week I read many customer service and customer experience articles from various resources. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. by Max Starkov.

Customer Service 69

Customer Service Hospitality Hospitality CX 69

Shep Hyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. How do you handle a bad customer service experience ? It is when it happens. Can you meet it?

Customer Service 131

Customer Service Social Media CX Customer Experience 131

Fonolo

SEPTEMBER 1, 2022

It’s simple: If you can’t engage and retain employees, you’ll have trouble satisfying customers, too. If you don’t, your customer service will suffer, and your call center operations will too. On top of that, your customer experience might suffer while new hires learn the specifics of their new role. Poor management.

Contact Center 137

Contact Center Customer Feedback Start-ups Customer Satisfaction 137

Fonolo

AUGUST 10, 2021

No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Ultimately, if customers don’t have a good experience, they’re likely not going to call back. The Secret Sauce for Increasing Customer Happiness. Develop a strong customer care strategy.

Contact Center 167

Contact Center Customer Service Social Media Start-ups 167

Beyond Philosophy

AUGUST 10, 2023

.” His organization’s delivery stats tell them that they’re doing quite well. But when they do customer survey data, the customers don’t think they are. The internal perception is shipping is going great, but the customers’ perception isn’t. The problem here is perception.

Education 78

Education Customer Survey Sales 78

Fonolo

OCTOBER 5, 2021

You can see what your customers think about your contact center by determining your Net Promoter Score (NPS). Creating a Customer Service Strategy That Drives Business Growth. Creating a Customer Service Strategy That Drives Business Growth. The Secret Sauce for Increasing Customer Happiness. How is NPS calculated?

Net Promoter Score 153

Net Promoter Score NPS Contact Center Business Growth 153

Fonolo

JANUARY 29, 2019

You may know a few of these already, but trust us: It never hurts to revisit some of the pivotal advancements, trends, stats, and interesting facts that have made waves in the call center industry (both past and present). So, there is a limit to self-service, which will always lead the customer back to the loving arms of the call center.

Contact Center 85

Contact Center Omnichannel Entertainment Social Media 85

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. more likely to feel empowered to resolve these issues [1].

Sentiment Analysis 78

Sentiment Analysis Engineering Technology Technology 78

Customer Bliss

APRIL 6, 2017

eConsultancy just put out a guide around customer experience best practices , some of which are detailed in this blog post. Two stats jumped out at me right away — and those two stats are indicative of problems that some CX teams are having. That’s the only way you’re going to see customer-driven growth.

Touchpoint 92

Touchpoint CX Customer Experience 92

Beyond Philosophy

JUNE 9, 2022

Many organizations bust their backs trying to deliver excellent Customer Service. However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. In particular, two stats from their US Food and Beverage Report from July 2021 emphasized to me how essential a topic this was.

Technology 89

Technology Technology AI Customer Service 89

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. In today’s dynamic financial landscape, providing exceptional customer support is crucial for the success and reputation of financial institutions.

Contact Center 52

Contact Center Compliance Social Media AI 52

Beyond Philosophy

DECEMBER 14, 2023

In a meeting with a long-time client, I learned how pleased they were with their repeat business, which they saw as loyal customers coming back for more. However, when they showed me the repeat business stats, what I saw wasn’t loyalty; it was inertia. After all, don’t loyal customers bring you repeat business?

Social Media 89

Social Media Customer Loyalty Technology Technology 89

SurveySensum

NOVEMBER 23, 2023

This alone is enough to justify the need for digitizing customer experience. The landscape of digital customer interactions is expanding, offering businesses a multitude of touchpoints to engage with their clientele. The ability to track these interactions empowers businesses to craft more personalized and efficient experiences.

Customer Experience 52

Customer Experience E-commerce CX AI 52

Beyond Philosophy

JULY 7, 2022

One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving. Customer Experience management has been absorbed into Customer Science in the past couple of years; how will that apply to brick and mortar?

Retail 161

Retail Artificial Intelligence AI Start-ups 161

Shep Hyken

AUGUST 2, 2021

Each week I read many customer service and customer experience articles from various resources. Customer Experience Strategies to Annoy or Delight Your Customers by Phil Britt. CMSWire) Let’s be frank: no company goes out of its way to produce miserable customer experiences.

Customer Service 86

Customer Service Hospitality Hospitality Customer Loyalty 86