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

Lumoa

APRIL 21, 2022

Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. Show foresight “Hello, can you hear me?” You have data.

Non-Profits 83

Non-Profits Customer Satisfaction Outlook Technology 83

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. At Lumoa, we believe that it’s only the beginning.

Text Analytics 109

Text Analytics Customer Experience Net Promoter Score Customer Journey Map 109

Intercom, Inc.

JANUARY 14, 2021

With a background in computer science and an MBA, he soon realized that understanding the markets and customers is as important as building the products. And so, in 2014, he founded Productboard , a product management system that incorporates customer feedback and insights to help product teams build better products.

Engineering 225

Engineering Start-ups E-commerce Sales 225

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. Reach out via Email.

Customer Feedback 71

Customer Feedback Net Promoter Score NPS Voice of the Customer 71

Execs In The Know

FEBRUARY 16, 2023

Zenarate clients experience clear, tangible benefits that include: 56% Faster Speed to Proficiency 22% Higher Conversion Rates 33% Higher CSAT scores 32% Lower Employee Attrition Take, for example, Western Union – a Zenarate customer who has deployed Zenarate simulation training worldwide in multiple languages.

AI 52

AI Scorecard Contact Center Compliance 52

Customer Service Life

AUGUST 22, 2019

This article was originally published on the FCR blog on July 2, 2019. Have we lost sight of something when it comes to asking our customers for feedback and gauging what’s truly important in the customer experience? Customer Satisfaction (CSAT). Customer Effort Score (CES). Click here to read the original.

NPS 106

NPS Contact Center Close the Loop Net Promoter Score 106

CX Accelerator

MAY 8, 2018

Let’s imagine, for one moment, that you’re casting your agents and customers in a movie. Would your agents make their screen debut as wise sages, imparting knowledge and truth to help spur your customers to a glorious conclusion in their customer service journey? Well, we all know that customer expectations are on the rise.

Contact Center 160

Contact Center Start-ups NPS Education 160

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. But WHY is customer experience so important?

Customer Experience 83

Customer Experience Touchpoint Customer Retention Net Promoter Score 83

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

Zendesk

NOVEMBER 15, 2021

In the early 2010s, the Age of the Customer emerged. The Age of the Customer continues today—and the data shows it. Gartner research reveals that 74 percent of customers expect more from brands, not only in their products and services but also in how they treat their customers. What is customer trust?

Social Media 97

Social Media Age of the Customer Customer Feedback Touchpoint 97

Sprinklr

SEPTEMBER 8, 2021

“Government doesn’t need to worry about customer experience. Where else are customers going to go to get what they need?”. I hear this fairly often when I tell people about my work in government customer experience. Why is customer experience so important for the public sector? I understand the perception.

Government 72

Government Social Media CX Artificial Intelligence 72

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). In this blog post, we’ll answer all these questions and more.

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

Callminer

AUGUST 6, 2019

Computer Telephony Integration (CTI): Essentially, CTI is a software that brings together all communication channels (web-based, voice, email, etc.). As you will certainly know, customer service is critical – but you need to ensure that your call center software has the best customer service ever. Service is a big part. “As

Contact Center 140

Contact Center VOC Social Media AI 140

Execs In The Know

MAY 10, 2021

They are often the face of the company, shaping customer perception from even one interaction. Customer experience (CX) leaders also need to remember that agents have a unique perspective because they talk to customers every day. Focus groups are another means to gather agent feedback. I fear my job is at risk.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

PeopleMetrics

FEBRUARY 13, 2015

It doesn’t help matters to get emotional about feedback. The fact is, sometimes, feedback can be crushing. So in the interest of your stiff upper lip, here are three things to think about when you receive harsh customer feedback. Feedback is data. But feedback that conflicts with those notions? Not so much.

Customer Feedback 97

Customer Feedback Voice of the Customer Customer Experience 97

Beyond Philosophy

OCTOBER 29, 2015

Lululemon is a brand with a loyal cult-like following, but Customers began to sour on the Lululemon brand last year. And it’s because they are realigning to their Customer-center. The new fit descriptions are designed to help Customers know which fit is appropriate for what activity. The VOC is the Key. It shows us two things.

VOC 154

VOC Customer Experience Education Voice of the Customer 154

PeopleMetrics

MARCH 21, 2018

A stranger's voice would then ask if you had a few minutes to answer some questions about a recent experience you had with a company. We don't receive as many of those phone calls anymore, but we do still hear from companies asking to share our recent experiences either in a way or at a time that is not convenient for us.

CEM 82

CEM Business Administration Machine Learning Social Media 82

Intercom, Inc.

OCTOBER 1, 2020

Once you start talking to customers and they start buying your product on the basis of what’s coming around the corner, you’re starting to lose a lot of agility. It’s tricky to successfully coordinate a customer-facing roadmap. I would love to hear almost like the founding story of roadmapping at Intercom prior to me joining.

Engineering 165

Engineering Start-ups Finance Sales 165

Intercom, Inc.

OCTOBER 1, 2020

Once you start talking to customers and they start buying your product on the basis of what’s coming around the corner, you’re starting to lose a lot of agility. It’s tricky to successfully coordinate a customer-facing roadmap. I would love to hear almost like the founding story of roadmapping at Intercom prior to me joining.

Engineering 165

Engineering Start-ups Finance Sales 165

PeopleMetrics

MARCH 14, 2016

Perhaps unsurprisingly, customer experience comes to mind as an example. And at any given moment, a customer’s experience can be informed by abstract factors like emotion, expectation, or practicality. Customer experience management solutions are powerful tools for any business. Let's go over three reasons why: 1.

Customer Experience Management 79

Customer Experience Management CEM Customer Experience Voice of the Customer 79

PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. Many companies collect customer feedback, but very few act on what they hear.

Customer Feedback 54

Customer Feedback CEM VOC Business Administration 54

Totango

OCTOBER 13, 2020

Given that peer recommendations are among the most trusted sources of information about a business, positive reviews from existing customers can quickly turn into genuine inquiries from potential new clients. Happy customers can multiply your revenue base since each satisfied client might recommend your services to dozens of their peers.

NPS 62

NPS B2B VOC Social Media 62

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141

PeopleMetrics

JULY 10, 2018

Listen to any company in almost every industry, and you’ll undoubtedly hear phrases like customer-centric and customer-focused touted as top priorities. I often get feedback from our clients’ employees who say they don’t know what it means to be customer-centric and certainly don’t know how to practice it.

CEM 66

CEM VOC Touchpoint Social Media 66

PeopleMetrics

JANUARY 29, 2015

And I’ve been thinking about how a simple path says a lot about good customer experience and design. The Quiet Customer. We often talk about listening and responding to customer feedback. It’s a cornerstone practice of customer experience strategy. So how do you reach those customers? Here’s a good example.

Customer Experience 80

Customer Experience Voice of the Customer Customer Feedback Sales 80

CallCare

NOVEMBER 23, 2021

Artificial intelligence (AI) is one of the most popular subjects in the customer service contact centre right now. Strategic conversations are taking place in boardrooms over its applicability for customer service, the possibility for employment disruption, and the ethical considerations underlying replacing people with machines.

Artificial Intelligence 52

Artificial Intelligence Text Analytics AI Machine Learning 52

CX Journey

JUNE 22, 2017

It was published on their blog on October 25, 2016. In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does. In Part 1 of this two-part series, I left off with Step 3: Outline the Customer Lifecycle. with the company.

Customer Journey Map 58

Customer Journey Map Voice of the Customer VOC Social Media 58

Intercom, Inc.

JUNE 26, 2019

Intercom has been holding events for years now, from large scale World Tours to more intimate Building Intercom events, with our founders, leaders and teammates delivering acclaimed talks on everything from building software to scaling your customer support team. But who you seek feedback from matters just as much as asking for it.

Education 215

Education Start-ups Engineering 215

CX Journey

MAY 17, 2017

Image courtesy of Pixabay I originally wrote today's post for Clicktools; it appeared on their blog on July 26, 2016. Last month, I wrote about 20 tips to design better customer surveys. But what if you've been listening to customers for years? Have you mapped your customer journeys? Have you acquired other companies?

VOC 63

VOC Social Media Actionable Insights Customer Survey 63

PeopleMetrics

OCTOBER 30, 2014

Here’s why offering a mobile survey will improve your customer feedback experience. That’s a large number of customers whose feedback you’ll never capture if you don’t have a mobile-friendly survey in your battery. Research has shown that feedback quality can decrease the longer a survey lasts. Mobile is easy.

Customer Experience 54

Customer Experience Voice of the Customer Customer Feedback Customer Relationship 54

Waypoint Group

JANUARY 31, 2019

NOTE: Last week’s blog, Stop the Check-InSanity: How to Make Ongoing Customer Interactions a Win-Win , was so well received that I decided to elaborate this week. Happy and successful customers are far more likely to be retained. Make sure you are creating happy customers that perceive success.

B2B 40

B2B Gaming Voice of the Customer Sales 40

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Interview customers.

Social Media 345

Social Media VOC VOE Contact Center 345

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. Click here to read the original post. It’s called Minimum Viable Product (MVP). Know Your Drivers.

Contact Center 60

Contact Center CX Text Analytics Customer Service 60

Comm100

MAY 10, 2018

If you work in customer service, chances are you know the signs of a complaining customer. You might recognize them by their pointed tones, their defensive, often raised voices (over email or live chat, this may present itself as all caps writing), and their creative use of insults. Complaining Customers Care.

Social Listening 80

Social Listening Social Media Customer Service Start-ups 80

Intercom, Inc.

AUGUST 18, 2022

Discuss ideas and get feedback from other engineers with different perspectives and backgrounds. Before we talk about your role and work at Algolia, I’d love to hear about your journey up until this point. There is a great blog post by Sarah Drasner, an engineering manager at Google, on CSS-Tricks about that.

Engineering 204

Engineering Start-ups Machine Learning Education 204

CX Journey

SEPTEMBER 19, 2018

It appeared on their blog on March 22, 2018. Well, they're not dead (yet), but companies are certainly looking for alternative approaches to customer and employee listening in light of the fact that survey burnout is a real problem. Customer Advisory Boards Advisory boards offer benefits to both customers and to your company.

Social Media 34

Social Media B2B Voice of the Customer Sales 34