Totango

MAY 5, 2021

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. A business’s relationship with its clientele is a foundational necessity, and just like any other relationship, if one side does not understand the other, the partnership is destined to fail.

Net Promoter Score 118

Net Promoter Score Customer Experience NPS Education 118

Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation.

CEM 156

CEM Customer Experience B2C Customer Loyalty 156

Totango

AUGUST 5, 2020

Customer engagement, while always a vital piece of the puzzle of success, has never been more important than it has become since the pandemic. How can you cut through the noise to reach your customers and confirm the value of your relationship? Why You Need a Good Customer Engagement Strategy.

Technology 103

Technology Technology Innovation Customer Satisfaction 103

SurveySensum

SEPTEMBER 15, 2023

Are you struggling to meet your B2B clients’ ever-changing needs in today’s fast-paced service industry? In the realm of B2B service, staying attuned to client feedback is more crucial than ever. Further, a satisfied client isn’t just a one-time win; it’s the foundation of lasting partnerships.

B2B 52

B2B NPS Sentiment Analysis Text Analytics 52

Totango

OCTOBER 20, 2020

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. A business’s relationship with its clientele is a foundational necessity, and just like any other relationship, if one side does not understand the other, the partnership is destined to fail.

Customer Experience 84

Customer Experience Net Promoter Score NPS Education 84

ProProfs

AUGUST 7, 2020

Realizing this, companies are spending more than before on employee training. The only way to improve performance, ensure retention, and achieve business growth is through employee training. To make the most of such programs, you first need to know the ins and outs of employee training and development. better decision-making.

Innovation 98

Innovation Education Business Growth Start-ups 98

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. Lowering your target service level means fewer agents are needed, which raises occupancy.

Contact Center 67

Contact Center Event Planning Technology Technology 67

CSAT.AI

AUGUST 14, 2019

Customer service agent support is key. Agents are required to provide all of this while being abused by customers. There are ways to strengthen customer service agent support resulting in quality work and reducing churn. Quality Training. Confident agents inspire customer confidence. Integrated Tools.

Customer Service 52

Customer Service Sentiment Analysis Contact Center Omnichannel 52

Totango

OCTOBER 23, 2020

Onboarding is defined as the actions your company takes after a customer signs up to use your product. These actions are crucial to customer success, as they will set the tone for your client-brand relationship moving forward. New Customer Welcome . Once expectations are set, the actual training can begin.

VOC 71

VOC Net Promoter Score Start-ups NPS 71

Execs In The Know

NOVEMBER 29, 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. 3) Start with the big questions: What is the customer need?

Artificial Intelligence 52

Artificial Intelligence Compliance AI CX 52

Execs In The Know

NOVEMBER 29, 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. 3) Start with the big questions: What is the customer need?

Artificial Intelligence 52

Artificial Intelligence Compliance AI CX 52

Intercom, Inc.

APRIL 19, 2018

In engineering, you want to move fast, ship often and solve real customer problems. It means reducing choices amongst engineering teams and standardizing technology, so our team can spend as much time as possible delivering value to customers. Rich: Today I’m the Senior Director for Foundations Engineering at Intercom.

Engineering 192

Engineering Technology Technology Start-ups 192

Customers That Stick

JANUARY 22, 2015

And the benefits of it to companies and customers is, well… big. And while Big Data is becoming more accessible to small to medium-sized businesses (SMBs), the basics of customer information — small data, if you will — is still where customer and experience meet for most organizations. Auto maintenance shop?

Data Entry 119

Data Entry Sports Customer Service Customer Experience 119

Totango

DECEMBER 3, 2020

Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry. As compared to 2019, companies are increasingly growing their Customer Success teams to maximize retention and drive growth from existing customers. .

Net Promoter Score 64

Net Promoter Score Start-ups NPS Touchpoint 64

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer Retention 60

Customer Retention Customer Loyalty Social Media Education 60

Intercom, Inc.

MARCH 11, 2021

On the surface, B2B customer support issues might look quite different from those of B2C. But despite these differences, Farhan Virji , VP of Customer Happiness at Later , believes that there is actually quite a lot that B2B support teams can learn from their B2C colleagues.

B2C 118

B2C B2B Social Media Start-ups 118

ProProfs

MARCH 31, 2016

These platforms could be anything from a Learning Management System , websites, blogs, eBooks, YouTube videos, online libraries and so on. This belief was the foundation of their research work on how the SCORM specification should be modified to better suit the next generation of e-Learning. How Does Tin Can API Work? The Problem.

Data Mining 86

Data Mining Technology Technology Engineering 86

PeopleMetrics

DECEMBER 5, 2014

it''s the foundational principle that holds all relationships.". I dove right into the omni-channel AT&T customer experience. AT&T Customer Service Rep (c. Frustrated but desparate, I proposed an alternative plan. AT&T has "known" me for close to a decade of customer loyalty. Steven Covey.

Voice of the Customer 76

Voice of the Customer Legal Education Customer Loyalty 76

CX Journey

MARCH 29, 2017

It was published on their blog on April 26, 2016. I recently came across some research conducted among customer experience (CX) practitioners that found that their #1 challenge this year is creating a customer-first culture. You know by now, of course, that the employee experience drives the customer experience.

Touchpoint 47

Touchpoint Customer Experience CX 47

Comm100

NOVEMBER 3, 2017

How are you supposed to find social media training activities and courses that will bring everyone up to speed? The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Structured Training.

Social Media 45

Social Media Social Listening Start-ups Legal 45

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience.

Contact Center 41

Contact Center Social Media Customer Journey Map Omnichannel 41

ProProfs

MARCH 28, 2016

These platforms could be anything from a Learning Management System, websites, blogs, eBooks, YouTube videos, online libraries and so on. This belief was the foundation of their research work on how the SCORM specification should be modified to better suit the next generation of e-Learning. How Does The Tin Can API Work. .

Data Mining 45

Data Mining Technology Technology Engineering 45

Comm100

NOVEMBER 2, 2017

Like the other times I had used the controversial cab service , I popped him a smile and a casual greeting as I swung into the back seat of his car. I thanked him again, and told him that I was impressed with his service. What is a Customer Satisfaction Survey? These surveys can reach customers as any of the following: Emails.

Customer Satisfaction 62

Customer Satisfaction Customer Feedback Customer Service Start-ups 62

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Beyond Philosophy

OCTOBER 4, 2019

Advertising is where your organization communicates with the customer. It is also where you begin to set customers’ expectations for your Customer Experience. When you compare advertising, or what an organization promises you, with the Customer Experience, I learned that they could often be quite different—and not in a good way.

Social Media 25

Social Media Education Start-ups Entertainment 25

Hodusoft

AUGUST 2, 2023

This blog post discusses cost per call in detail as well as the importance of cost per call and the ways to reduce cost per call. The technology costs can include contact center software , customer relationship management (CRM) systems, business phone systems , call routing software, and more. What is the cost per call?

Contact Center 52

Contact Center Technology Technology Construction 52

Lumoa

APRIL 6, 2023

Relationships between customers and brands are the foundation of customer experience (CX) success. To ensure that customer experience is successful, companies must focus on creating strong relationships- by understanding customer needs and providing exceptional service.

Customer Experience 83

Customer Experience CX Sales Customer Feedback 83

Intercom, Inc.

OCTOBER 15, 2020

As a visual thinker, teacher, and creator, Moesta has worked on and helped launch more than 3,500 new products, services, and businesses across nearly every industry. Our previous conversations with Bob have covered how to unpack customer motivations and the Jobs-To-Be-Done framework (of which he was one of the principal architects).

Sales 265

Sales Start-ups Engineering Education 265

Zendesk

DECEMBER 1, 2020

Digital transformation was already vital to surviving in the ever-evolving digital economy and meeting the ever-increasing customer expectations it generates. But how to do it well often is—especially transformation supporting greater customer-centricity. Digital transformation and customer experience. That’s table stakes.

AI 98

AI Technology Technology Artificial Intelligence 98

Beyond Philosophy

MARCH 16, 2016

All Customer Experience professionals are in sales. Even if you never sell a good or service to a single Customer, you are still in sales. Customer Think published a great article on the topic of selling your CEO and the other members of the C-Suite. They even quoted some WISE Customer Experience experts on the topic).

Sales 112

Sales CX Customer Experience Customer Service 112

ProProfs

MARCH 30, 2022

25% increase in customer loyalty. Training sessions. Related Read – Want to learn more about customer engagement? Have a look at Omnichannel Customer Engagement 101: Every Business Owner Should Know. Wide range of customizations. Tons of customizations. Custom event app. Customized applications.

Gaming 52

Gaming Social Media Start-ups Entertainment 52

ProProfs

DECEMBER 27, 2022

85% of customers report being dissatisfied with their sales call experiences, according to Salesforce. . This shocking statistic underlines the need to create better sales teams and processes by hiring the right salespeople and sales managers and delivering top-quality sales training. . Identify Sales Training Needs.

Sales 52

Sales Retail Gaming Start-ups 52

Uniphore

OCTOBER 26, 2021

New Program Provides Foundation to Support Large-Scale Enterprise Digital Transformation Efforts with Leading Conversational Automation Solutions PALO ALTO, Calif., Uniphore provides a unique value proposition that combines improved CX along with a great return-on-investment, increasing customer satisfaction while driving cost savings.

Innovation 179

Innovation AI Artificial Intelligence Sales 179