Execs In The Know

NOVEMBER 5, 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. UnitedHealth Group.

CX 98

CX Technology Technology Customer Experience 98

SurveySensum

MARCH 12, 2024

What makes a survey truly an experience? And what helps in creating such highly engaging and SMART surveys? In this blog, we will explore the basics of survey logic, its different types, and how it can benefit you in various ways. This way, everyone gets a smoother and quicker survey experience.

Start-ups 52

Start-ups Actionable Insights Retail Gaming 52

Execs In The Know

APRIL 7, 2024

By Lilith Shoemaker, Staff Writer As an agent, I understand the customer-facing side of the service experience better than most. WFM gives us agents the ability to bring needs together to improve the customer experience, get the resources we need to do our job well, and achieve the best work-life balance possible.

Scorecard 52

Scorecard Start-ups Education Customer Experience 52

Totango

AUGUST 5, 2021

Strategies for communicating with upset customers can help you retain clients and transform escalations into opportunities. In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. Miscommunications. Miscommunications.

Technology 118

Technology Technology Start-ups Customer Experience 118

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

SurveySensum

JANUARY 17, 2024

That means companies need to catch up on what two-thirds of customers think. Ensure the questions resonate with the customer’s experience and send surveys at moments when they can engage with them effectively. 11 Best Practices for Seamless Customer Satisfaction Survey Design 1. Not the best moment, right?

Customer Satisfaction 52

Customer Satisfaction Text Analytics Actionable Insights Gaming 52

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. Experience on the Frontline.

Contact Center 130

Contact Center Technology Technology AI 130

ECXO

MARCH 24, 2024

1710668672319 AI in Customer Experience – should I stay, or should I go? One area where AI has already made a significant impact though is in customer experience. The concept of hyper-personalization, which involves creating a personalized experience for each customer, has become a reality, thanks to AI technologies.

AI 52

AI Customer Experience Social Media Machine Learning 52

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

Zonka Feedback

OCTOBER 1, 2022

Nowadays, most users prefer to use products that they can use easily and smoothly without getting stuck on something and then following a long process of raising tickets and waiting for customer support agents to respond. However, if you keep on improving your product from time to time, you can make it to the leading position in the market.

Social Media 96

Social Media Net Promoter Score Customer Satisfaction NPS 96

Lumoa

MARCH 10, 2022

Using customer feedback in marketing can give you a huge edge on competitors. And if you’re like most businesses, you probably already get a ton of customer feedback. Customer feedback can come at you a hundred different ways. What is Customer Feedback? Proven Methods for using Customer Feedback in Marketing 1.

Customer Feedback 94

Customer Feedback Gambling Social Media Start-ups 94

Inside Customer Service

APRIL 29, 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. 4:21) How does a brand promise influence your marketing message? (4:21) I did this every week for several months.

Start-ups 147

Start-ups Customer Service Customer Experience 147

Uniphore

SEPTEMBER 30, 2021

And, with National Customer Service Week taking place between October 4-8, there’s no better time to reflect on customer service agents’ role in building a successful company and what constitutes good reward and recognition. Even a simple “thank you” can go a long way. According to research by O.C.

Contact Center 100

Contact Center Gaming Customer Service Customer Satisfaction 100

Execs In The Know

NOVEMBER 1, 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. Randy Bassett.

Construction 98

Construction Innovation Customer Service Customer Experience 98

ClientSuccess

JANUARY 16, 2023

Providing exceptional customer success begins with listening to your customers. It’s essential to create an environment of trust and open communication, where customers feel heard, valued, and appreciated. To help you provide the best customer experience, here are six steps to ensure you always listen to your customers.

Social Media 64

Social Media Customer Feedback Customer Experience Customer Service 64

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. .

Customer Experience 94

Customer Experience Artificial Intelligence Outlook CX 94

Zendesk

MAY 25, 2022

Being an active member of the CX community can and will impact your company’s performance: It generates leads and valuable partnerships, and it creates brand awareness when you start getting invited to events, for example. 4 experts to follow in the LinkedIn CX community. It will also impact you on a more personal level.

CX 98

CX Social Media Start-ups Sports 98

ClientSuccess

APRIL 2, 2021

Guest blog post by Jay Ripton. However, there is less tolerance for ineffectiveness and incompetency in customer interactions and engagement as expectations change radically. You can’t expect buyers to stick around for a brand that doesn’t deliver a seamless and consistent customer experience.

Customer Experience 75

Customer Experience E-commerce Invoicing Customer Retention 75

Hodusoft

APRIL 6, 2022

Top 5 Customer Experience Trends to Consider in 2022. In recent years, businesses have realized the impact that customer experience has on the growth of their businesses. To make sure that their companies stick out in the market, they do everything to ensure that their customer experience is optimal.

Customer Experience 105

Customer Experience Contact Center Omnichannel Artificial Intelligence 105

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.

Touchpoint 115

Touchpoint B2B Customer Journey Map Social Media 115

Fonolo

AUGUST 29, 2023

Call centers are at the heart of modern customer service and that makes active listening an indispensable CX tool. As call center managers, you have the power to train and encourage your agents to become active listening experts; enhancing customer satisfaction and loyalty. Bonus: It makes your agents’ jobs more interesting , too.

Contact Center 67

Contact Center Construction Customer Satisfaction Start-ups 67

Logicalware

MARCH 14, 2022

Is your IVR creating the right first impression of your business? If you want to connect with a customer support agent, press 2”. If you want to connect with a customer support agent, press 2”. In this blog, we’ll take a look at voice bots and how they work. Simplify your IVR experience. What is a voice bot?

Start-ups 96

Start-ups CRM Sales Technology 96

Execs In The Know

APRIL 29, 2022

The COVID-19 pandemic has changed the way customers think – and what they want. Most consumers report that they are expecting the global health crisis to kickstart business improvements and innovation and accelerate digitization, while overall they are looking for a cohesive, safe, and customized experience.

CX 98

CX Actionable Insights Touchpoint Technology 98

CommBox

MAY 18, 2022

Acquiring new customers will always cost more than keeping the ones you already have. Not to mention that upselling products to your existing customer base is much easier. That said, growing and keeping a loyal customer base is key to achieving success. This translates to reducing customer churn as much as possible. .

Social Media 98

Social Media Omnichannel Customer Acquisition Customer Loyalty 98

Totango

OCTOBER 13, 2021

For effective customer success , respond to upset customer downgrades proactively. In fact, you can use a downgrade as an opportunity to remind customers of the value of your product and the quality of your customer service, giving them a potential incentive to upgrade again. Deliver Excellent Customer Experience.

Start-ups 102

Start-ups Sales Customer Experience Customer Service 102

SurveySensum

DECEMBER 22, 2023

Recently, I contacted the customer support of an electronics brand to address an AC installation issue. Despite having to go through two channels and repeating my problem, I was assured that it would be resolved in 4-5 days. Despite my dissatisfaction, I gave the rating to avoid negatively affecting someone’s livelihood.

NPS 52

NPS Gaming Education Customer Satisfaction 52

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

MattsenKumar

JULY 31, 2023

The financial technology (FinTech) industry has developed rapidly in recent years, providing innovative and convenient solutions for customers. As the competition increases, it becomes increasingly essential for FinTech companies to deliver a customer-centric experience.

Social Media 52

Social Media Customer Feedback Customer Satisfaction Customer Relationship Management 52

SurveySensum

JULY 11, 2023

This delightful experience, my friend, is what we call customer experience (CX). Before we move ahead, let’s understand – What is customer experience? Customer Experience is the overall impression a brand creates in the minds and hearts of its customers. Let’s talk about it here.

Customer Experience 83

Customer Experience Touchpoint Customer Retention Net Promoter Score 83

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. What does a customer service culture look like?

Customer Service 139

Customer Service Sales Start-ups Voice of the Customer 139

Win the Customer

DECEMBER 25, 2019

The significant benefits of effectively engaging with customers on social channels make the investment worthwhile. “Social care” isn’t anything new, but providing effective multi-channel customer service that includes social care can be pose significant challenges for organizations big and small.

Customer Service 115

Customer Service Social Media Customer Retention Start-ups 115

Intercom, Inc.

MARCH 14, 2018

This should be done before you even create a build plan. Start small with early adopters who already experience the problem you’re trying to solve. Work on how you’ll pitch and describe the solution in a way that makes the most sense for your users. Get feedback direct from your customers. Short on time?

Start-ups 223

Start-ups Engineering Education Customer Feedback 223

SurveySensum

MARCH 15, 2024

This is because before launching Company B decided to market research into its target audience, created customer personas, and launched their product only after understanding their audience and market dynamics. This resulted in more relevant downloads and positive feedback from customers. Why is that? Still not convinced?

Text Analytics 52

Text Analytics NPS Outlook CX 52

SurveySensum

OCTOBER 18, 2023

Did you know that a remarkable 77% of customers hold brands in higher esteem when they actively seek and diligently apply valuable customer feedback? But what is customer feedback and why is it so important? This is a great channel for customer to share their thoughts and experience with your brand.

Customer Feedback 52

Customer Feedback Social Media Customer Satisfaction Customer Expectations 52

Comm100

JANUARY 5, 2022

Not all live chat platforms are created equal, so to make sure you pick the right vendor, this blog will take a look at: The top 4 factors to consider when choosing a live chat provider The best live chat providers for government websites on the market. The top 4 factors government agencies need in live chat software .

Government 76

Government CRM Omnichannel Case Management 76

Intercom

NOVEMBER 29, 2023

The rules of customer support are being totally rewritten, and anyone who thought “this whole AI thing” would eventually blow over is updating their predictions. For support leaders watching the world of customer support transform, it’s natural to feel ill-equipped for this new era.

Customer Service 89

Customer Service AI Start-ups Innovation 89

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. We’ll walk you through a five-step strategy to promote customer success using playbooks. What Is a Customer Success Playbook?

Customer Retention 86

Customer Retention Construction Touchpoint Gaming 86