Zendesk

MAY 26, 2021

Customer service can make or break a business. In this guide, we’ll share how to set your business up for customer service success. The definition of customer service. It’s also the processes that support the teams making good customer service happen. How has customer service changed?

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

SurveySensum

MAY 26, 2023

Types of Net Promoter Score (NPS) Transactional NPS (tNPS) Relationship NPS (rNPS) 4 key differences between tNPS and rNPS surveys Transactional NPS vs Relationship NPS – which one should you go for? However, have you ever stopped to consider that there might be different types of Net Promoter Score surveys?

Net Promoter Score 52

Net Promoter Score NPS Touchpoint Customer Loyalty 52

SurveySensum

DECEMBER 14, 2023

NPS has long been a go-to metric for businesses seeking to gauge customer loyalty and satisfaction. Improving customer experience is a multifaceted process and the simplicity of the NPS question does have some limitations that hinder you from truly understanding and addressing customer needs, no matter how robust your NPS software is.

NPS 52

NPS Customer Experience Customer Satisfaction Actionable Insights 52

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? We’re delighted that so many of you subscribe to this blog or visit us every week.

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

Help Scout

MAY 27, 2021

When considering customer success and account management, it’s valuable to consider them as complementary teams rather than interchangeable groups or, worse, competitors. What is customer success? There are a few things that differentiate customer success from account management. Key components of customer success.

Education 65

Education Start-ups Engineering Customer Loyalty 65

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Becky Beach.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

SurveySensum

JANUARY 17, 2024

Did you know on average, only 33% of people finish those feedback surveys you get after shopping or using a service? That means companies need to catch up on what two-thirds of customers think. After working with many businesses across different industries, this fact got me thinking: Why isn’t having a good survey enough?

Customer Satisfaction 52

Customer Satisfaction Text Analytics Actionable Insights Gaming 52

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses.

B2B 82

B2B Net Promoter Score Education Social Media 82

Beyond Philosophy

JANUARY 23, 2019

People have different tolerances for risk. Sometimes their tolerance for risk is across the board, and sometimes it varies depending on the different domains of life. People differ regarding risk preferences. In my anecdotal experience, risk preferences reveal themselves early. Others have no fear at all.

Gambling 112

Gambling Start-ups Technology Technology 112

Zendesk

JANUARY 5, 2022

Before sales reps can meet their targets, they need a clear understanding of what a sales lead is and how a lead is different from a prospect. They must also be armed with proven lead generation strategies to get people on the path to becoming a customer. Sales leads are people who could potentially become customers in the future.

Sales 105

Sales Outlook Social Media B2B 105

Zendesk

APRIL 18, 2022

It’s no different for sales and marketing teams when sourcing leads. This knowledge cultivates a more nuanced experience for every lead, likelier conversion, and better targeted campaigns in the future. This knowledge cultivates a more nuanced experience for every lead, likelier conversion, and better targeted campaigns in the future.

Social Media 98

Social Media CRM B2B B2C 98

Beyond Philosophy

JANUARY 10, 2019

Understanding Customers’ Mental Budgets. The answer is found in the concept of mental accounting, and it might have significant implications for your Customer Experience. We discussed how our mental accounting affects our behavior as customers in our recent podcast. It wasn’t a huge amount, but it was a nice windfall.

Customer Experience 127

Customer Experience Entertainment CX 127

Fonolo

JANUARY 15, 2019

We at Fonolo are certainly here to help them out on their overall journeys in 2019, this time by offering a rundown of the lessons we learned from the industry last year. So, without further ado, here are the top three. However, 2018 brought the importance of customer experience management into the spotlight.

Contact Center 80

Contact Center Artificial Intelligence Omnichannel AI 80

Totango

JUNE 8, 2021

You can watch the webinar here and check out a recap of some of the questions and answers from the live session below. From there, we decide which customer journey we put them down. . . So, sending very streamlined, short, to-the-point emails or engagements with your customers at the appropriate time is the most effective.

E-commerce 117

E-commerce Sales Technology Technology 117

Intercom, Inc.

OCTOBER 5, 2022

Each person on your team has different needs, responds to feedback in different ways and evolves in different trajectories – and management should always reflect that. When should you empower and coach your team vs give them specific instructions on what needs to be done? It was kind of the luck of the draw.

Engineering 118

Engineering Gaming 118

Fonolo

APRIL 24, 2018

A new privacy regulation (GDPR) has multiple impacts on call centers that operate in, or provide service to, Europe. About: We read, and blog about, a lot of content from Call Center Week. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals.

Contact Center 99

Contact Center Social Media Customer Service Start-ups 99

Customers That Stick

DECEMBER 15, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Thoughts on the Customer: The Sympathetic Holiday Shopper. The Month in Customer Service Blogging. What the Hell is Customer Experience? – Edgy title.

Mystery Shopper 126

Mystery Shopper Contact Center Social Media Retail 126

Totango

JUNE 17, 2021

What is customer segmentation ? Here we’ll discuss what it means, different ways you can do it, and how to leverage technology to apply it effectively. We’ll discuss the subtle shade of difference between customer segmentation and audience segmentation, two terms with some overlap that are often used interchangeably.

B2B 71

B2B Customer Journey Map Sales Technology 71

SurveySensum

FEBRUARY 27, 2024

Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty. Employee satisfaction refers to the level of contentment, fulfillment, and happiness that employees experience in their jobs and workplaces.

Healthcare 52

Healthcare Net Promoter Score Start-ups Customer Satisfaction 52

Callminer

AUGUST 1, 2017

Tyler Riddell is the Vice President of Marketing for eSUB with over 15 years of experience in Marketing, Product Management, Advertising, and Public Relations. If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Tyler Riddell. Alex Tebbs.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform.

Innovation 115

Innovation NPS Touchpoint Start-ups 115

Intercom, Inc.

MARCH 15, 2018

All the while, he’s been sharing his latest thoughts on infrastructure, devtools, management and more, on his Irrational Exuberance blog. I hosted Will on our podcast, where we talked about how he keeps his team innovating, hiring generalists vs. specialists, managing in a high growth environment and more. product called Yahoo!

Engineering 214

Engineering Start-ups Innovation Outlook 214

Beyond Philosophy

OCTOBER 29, 2014

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. Needless to say, living under the Ottoman Turks (to be excused by the contemporary ones) was much different and quite harsh, to say the least, compared to living in the United Kingdom of Great Britain.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Finance 140

Beyond Philosophy

DECEMBER 10, 2015

People don’t choose your product or service because of the experience they had; they choose it because of the experience they remember—and these two are not the same thing! Creating a great memory of your experience in your Customer’s mind is critical to creating Customer Loyalty.

Customer Experience 109

Customer Experience Customer Loyalty CX 109

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations. Local vs. Global. But, in effect, they were answering a different question.

AI 89

AI Customer Service Contact Center Artificial Intelligence 89

Beyond Philosophy

JULY 9, 2015

My angle is typically about Customer Experience. My regular readers know that how your Customers feel about your experience is a big part (over 50% based on our research) of how they feel about your brand and their loyalty to it. To see the Nielsen chart, click here.

Net Promoter Score 109

Net Promoter Score Customer Relationship Customer Experience 109

Fonolo

APRIL 24, 2018

A new privacy regulation (GDPR) has multiple impacts on call centers that operate in, or provide service to, Europe. About: We read, and blog about, a lot of content from Call Center Week. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals.

Contact Center 57

Contact Center Social Media Start-ups Customer Service 57

SurveySensum

SEPTEMBER 11, 2023

How well is your SaaS product performing, especially in terms of SaaS customer retention ? And with that, the customer’s expectations and needs are also evolving. In traditional business, success is often measured by the number of products sold, and the emphasis is on acquiring as many customers as possible with a one-time sale.

Net Promoter Score 52

Net Promoter Score Customer Acquisition NPS Customer Satisfaction 52

SugarCRM

OCTOBER 3, 2023

In this blog, we’ll explore the risks that organizations face when they opt for a large CRM vendor and why it’s essential to consider the full picture before making such a crucial decision. Investing in an all-in-one Customer Relationship Management (CRM) system is crucial for businesses in today’s competitive landscape.

CRM 26

CRM Start-ups Government Customer Relationship Management 26

CSAT.AI

SEPTEMBER 10, 2020

Embarrassed, but desperate, he explained that it was likely I would be asked for a customer satisfaction feedback survey and IF I was happy with him, could I please say that I was ‘completely satisfied’? Very Satisfied Vs. Completely Satisfied. Continuous Improvement of Customer Service Stays Ahead of Changing Expectations.

Customer Service 52

Customer Service Customer Satisfaction Gaming Contact Center 52

Execs In The Know

OCTOBER 20, 2022

Your guide to securing the right-fit contact center provider when it comes to culture and employee experience. Workplaces with great culture foster better collaboration, innovation, and customer satisfaction—and, in large part, that’s because they’re able to attract and retain the best talent. . Managers are leaned-in and invested .

Contact Center 52

Contact Center CX Start-ups Finance 52

1 to 1

JANUARY 18, 2022

Customer service interactions can quickly evolve, requiring different channels and tools. Leading contact centers understand that each person and tool has its strengths and weaknesses, and create a better customer experience when combined appropriately. What is an IVR? The best fit.

Contact Center 26

Contact Center Text Analytics Customer Satisfaction AI 26

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. Learn more.

AI 98

AI Technology Technology Artificial Intelligence 98

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations. Local vs. Global. But, in effect, they were answering a different question.

AI 52

AI Customer Service Contact Center Artificial Intelligence 52

CX Accelerator

MAY 15, 2019

Here at CC Expo, it’s clear that the world of the contact center is at a turning point. While it’s important to adapt to technological change, it’s important also to be able to look at your customer service function and seek to improve what’s there already. New software and solutions are dazzling and daunting in equal measure.

Contact Center 51

Contact Center Customer Service Start-ups Technology 51

Qualtrics

APRIL 14, 2020

As the COVID-19 pandemic continues to force massive shifts in lived experiences and market behavior, market researchers are grappling with uncertainty around research priorities and data capture best practices. How do we know what services and products to offer them ?”. How do we know what services and products to offer them ?”. “Is

Hospitality 37

Hospitality Hospitality Start-ups Innovation 37

ProProfs

MAY 4, 2023

In this blog post, we’ll learn about using quizzes to engage employees and boost productivity. For example, they may deliberately provide poor customer service to hurt the company’s revenue. This provides different benefits based on the profession. Is your company also facing the woes of employee disengagement?

Net Promoter Score 52

Net Promoter Score Start-ups Sports Innovation 52