Beyond Philosophy

AUGUST 13, 2020

When I go into an organization, and they say their goal is to delight customers at every moment of contact. Honestly, it sounds exhausting, for both the team and your customers. There is a significant connection between successful Customer Experiences and the amount of effort they require from customers.

Net Promoter Score 182

Net Promoter Score Government Customer Feedback Customer Experience 182

ECXO

MARCH 20, 2024

Unlock the magic of positive language and elevate CX to the next level Today, we’ll be exploring the fascinating world of language and its impact on customer interactions. This is particularly true in the world of Customer Success, where the language used can frame the entirety of a customer’s experience.

CX 52

CX Construction Customer Satisfaction Start-ups 52

Win the Customer

SEPTEMBER 12, 2023

Customer satisfaction is not just a feel-good metric; it’s a tangible indicator of how well your products, services, and interactions resonate with your audience. In this blog post, we’ll explore the significance of measuring customer satisfaction and delve into key metrics that provide valuable insights.

Customer Satisfaction 59

Customer Satisfaction Net Promoter Score NPS Customer Loyalty 59

Shep Hyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. Newsweek) Newsweek has again partnered with respected global data research firm Statista to identify the stores that consistently provide the Best Customer Service 2021.

Customer Service 129

Customer Service Government CX Start-ups 129

Experience Investigators

JULY 20, 2021

How Customer Experience Maturity Develops. There is a natural arc to how an organization matures when it comes to customer experience. Let’s look at a common example scenario: First, it starts with an idea: customers are important! Typically, this means collecting customer feedback. All good so far, right?

CX 131

CX Close the Loop Social Media Voice of the Customer 131

SurveySensum

APRIL 9, 2024

Did you know that companies that excel at customer experience have 1.5 times more engaged employees than companies delivering mediocre customer experience? This shows the exceptional impact engaged employees have on customer experience. Now, what is the first step to boost employee experience ? What is an Employee Journey?

Text Analytics 52

Text Analytics Customer Journey Map Touchpoint Start-ups 52

Fonolo

OCTOBER 11, 2022

They’re kind of like customer satisfaction surveys, except they’re sent to a customer immediately after an agent-customer interaction. The immediate insight into the customer experience is rich with fresh insights you can use to improve your customer service strategy and learn more about your call center.

Contact Center 99

Contact Center Customer Satisfaction Customer Feedback Technology 99

Service Quality Institute

JUNE 7, 2023

Customer service sucks. It is worse today than in 1979 when I decided to do something about customer service and developed the world’s first customer service program, Feelings which was released in January 1980. 2) Practice Habits of Courtesy: Treat people with respect. Customers have Feelings too.

Customer Service 52

Customer Service Retail Customer Expectations 52

Intercom, Inc.

AUGUST 13, 2020

We’ve always used Intercom to provide support for our customers and, as our customer base has grown, we’ve seen first hand the needs for better reporting and workflows in Intercom. These new features have supercharged our team’s efficiency while preserving our customer experience.

Engineering 211

Engineering Gaming Sales Customer Feedback 211

Fonolo

JANUARY 14, 2021

This is why fostering a culture of inclusion, especially today when contact center workers are on the front lines of your business supporting your customers. 3 Reasons Why Agent Satisfaction is the New Customer Satisfaction. 3 Reasons Why Agent Satisfaction is the New Customer Satisfaction. Hire agents who demonstrate empathy.

Contact Center 150

Contact Center Start-ups Sales Customer Satisfaction 150

Zendesk

SEPTEMBER 17, 2021

A lot goes into delivering a great customer experience (CX), but it can be hard to know where to make the most strategic investments. more likely to exceed customer satisfaction goals than their counterparts. This report is based on survey data from business decision makers based in Australia, Japan, Singapore, and South Korea.

CX 52

CX Customer Satisfaction Customer Experience 52

Service Quality Institute

SEPTEMBER 13, 2023

Amazon delivers the best customer service in the world. Everyone should benchmark themselves against Amazon if they want to become customer-centric. Have a Customer Obsession Amazon’s 14 principles begin with having a customer obsession. Every action they take, both big and small, reflects on the company in some way.

Innovation 52

Innovation Healthcare Start-ups Sales 52

Intercom, Inc.

OCTOBER 5, 2018

Customer retention is the silent killer of SaaS businesses today. Even if you are acquiring customers for $10, if they only stick around for a month or two, you won’t build a lasting business. What is customer retention? Why customer retention is important. How to understand customer retention.

Customer Retention 199

Customer Retention Education Start-ups Customer Loyalty 199

DMG Consulting

MARCH 13, 2023

CX and Contact Center Priorities and Technology Investments for 2023 March 2023 Each year, DMG Consulting surveys our international customer base of enterprise, contact center, and IT leaders and asks them to share their customer experience (CX) and contact center goals, as well as related technology investment priorities for the upcoming year.

Contact Center 62

Contact Center Technology Technology CX 62

Beyond Philosophy

NOVEMBER 16, 2023

Some of you have that same problem, so I decided to share eight ways he can make that happen here in the newsletter. Therefore, as we present these ways to get others to sell for you, some of these channels will be better than others at various communications and tactics. Maybe it’s awareness or education.

Sales 78

Sales Social Media Education Sports 78

Steven Van Belleghem

JUNE 6, 2021

It’s supposed to be both a culture as well as an operating model that puts customer obsession, a long term focus and permanent innovation at the centre of everything that the company does. This customer obsession and working backwards from their pain points to drive useful innovation has been the company’s North Star from the get go.

Customer Experience 104

Customer Experience Pharmaceutical Innovation Healthcare 104

Totango

JULY 6, 2021

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Loyal customers are likely to buy from you again and refer you to others, increasing your revenue. Customers who don’t feel committed to your brand are more likely to churn and spread negative word-of-mouth.

Customer Loyalty 112

Customer Loyalty Net Promoter Score NPS Voice of the Customer 112

Shep Hyken

NOVEMBER 22, 2021

Each week I read many customer service and customer experience articles from various resources. 6 Ways To Create Customer Experience Consistency Throughout Your Organization by John R. Franchise Update Media) Is the level of experience your customers receive dependent on which employee they encounter?

Customer Service 81

Customer Service E-commerce Retail CX 81

Beyond Philosophy

FEBRUARY 15, 2017

For managers and executives, poor relationships with employees and customers are one of the surest ways to undermine any efforts to create a positive customer experience. Studies show that the best way to elicit a particular behavior is to reward it. 6. Embrace conflict, but make it constructive.

Construction 152

Construction Education Customer Experience CX 152

SurveySensum

FEBRUARY 16, 2024

Today, in the area of customer support, telephone engagements play an important role in building and maintaining strong connections with customers. The power of empathy in transforming simple exchanges into impactful customer experiences is often overlooked in telephonic communications.

Start-ups 52

Start-ups Technology Technology Construction 52

SurveySensum

FEBRUARY 16, 2024

Today, in the area of customer support, telephone engagements play an important role in building and maintaining strong connections with customers. The power of empathy in transforming simple exchanges into impactful customer experiences is often overlooked in telephonic communications.

Start-ups 52

Start-ups Technology Technology Construction 52

Intercom, Inc.

DECEMBER 6, 2019

And yet, most marketers don’t give push notifications the care and attention they deserve, despite the endless benefits they can yield for both company and customer alike. They’re used to inspire customers and prospects to take a specific call to action. What are push notifications? Types of messages that provide value.

Social Media 138

Social Media Start-ups 138

SurveySensum

OCTOBER 16, 2023

Online Surveys They are a popular way to collect feedback because they are easy to distribute and analyze. Online surveys can be customized to collect specific information about the event, such as the overall satisfaction, the quality of the speakers, or the food. Moreover, this is beneficial for future events.

Social Media 52

Social Media Event Planning Start-ups Actionable Insights 52

Fonolo

JANUARY 11, 2022

They pave the way for the success of their call center agents, and by extension, the rest of the business. Arming yourself with the right information and knowledge is one of the best ways to ensure you’re ready to help your agents overcome daily obstacles. The Complete Guide to Call Center Management. DID YOU KNOW?

Contact Center 81

Contact Center Start-ups Customer Satisfaction Customer Service 81

Myra Golden Media

JULY 15, 2018

I called it Top 6 Ways to Get An Angry Customer to Back Down. For some time I’ve wanted to update my Top 6 Ways to Get An Angry Customer to Back Down tactics. So, I’m now issuing an update to these strategies and I’m calling this Six More Ways to Get An Angry Customer to Back Down. Create Calm.

Start-ups 81

Start-ups Customer Service Customer Experience 81

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Execs In The Know

FEBRUARY 18, 2023

The best call coaching software is flexible in this way and tailored to every stage in the agent lifecycle so it can provide value to all users. How Does Call Coaching Software Help New Agents? Starting a new job nearly always means information overload. They know their talk track inside and out — which is when slips up happen.

Contact Center 52

Contact Center Compliance Start-ups Sales 52

Fonolo

AUGUST 11, 2020

Managing customer perceptions and expectations is one of the most essential components of a successful customer service department. To do this, you need to understand what factors affect customer perceptions. Everything and anything from your products to brand voice and color will impact how customers feel about your business.

Social Media 87

Social Media Sports Sales CX 87

Ameyo Callversations

JULY 11, 2022

It increases brand loyalty and gives an identity to one of the contacts saved on customers’ phones. The predesigned responses can include the first text you send when a customer contacts you like, “Welcome to XYZ, how may we help? Top Features That Make Whatsapp Business Integration Useful For Business: 1. Quick Replies.

Business Operations 52

Business Operations Customer Experience 52

Aquire

FEBRUARY 24, 2022

Email marketing has been the tried and true way to connect with customers for years. 6 email and SMS marketing tips for 2022. A spin-to-win wheel opt-in example from Privy that’s used to entice customers to sign up to its email list. More than 8.5 Pairing SMS with email marketing has proven to be a winning combo.

Compliance 64

Compliance Start-ups Government B2B 64

Fonolo

JANUARY 16, 2019

For decades, companies have turned to Business Process Outsourcing (BPOs) as a way to cut costs and create efficiencies. This growth is expected to continue, with Cushman Wakefield predicting 6% yearly growth up to 2020. This growth is expected to continue, with Cushman Wakefield predicting 6% yearly growth up to 2020.

Contact Center 85

Contact Center Social Media AI Education 85

SurveySensum

MARCH 5, 2024

It is a two-way communication where employers share insights with employees, and employees, in turn, offer their perspectives. Constructive feedback fosters a culture of collaboration and mutual respect. You know organizations that encourage a feedback culture are 24% more likely to experience high innovation.

Construction 52

Construction Start-ups Innovation Gaming 52

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

Myra Golden Media

APRIL 23, 2020

If a remote employee’s next phone call is from an angry, irate customer, can they handle it? If you don’t have a LinkedIn Learning subscription, it’s super easy to get started training your team with my 7-course customer service boot camp. Empathy for Customer Service Professionals. Is she eating healthy?

Customer Service 121

Customer Service Retail Start-ups Sales 121

Lumoa

DECEMBER 18, 2017

The topic of customer experience has been trending throughout this year. More and more companies put a customer at the centre of their business operations. Customer experience and engagement are already changing the way businesses work covering larger and larger industries. State of CX - where are we going?

Text Analytics 109

Text Analytics Customer Experience Net Promoter Score Customer Journey Map 109

Fonolo

AUGUST 15, 2023

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. Occupancy rate is basically a measure of how “busy” call center agents are when they are at work.

Contact Center 67

Contact Center Event Planning Technology Technology 67

C3Centricity

JANUARY 4, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Either way, we’d like to thank you all for your support in 2020. Five Rules of Customer Observation for Greater Success.

Hospitality 62

Hospitality Hospitality Actionable Insights Artificial Intelligence 62