Fonolo

JULY 5, 2023

4 Ways Your Employees Impact Customer Perception Billionaire entrepreneur Richard Branson once said: “I have always believed that the way you treat your employees is the way they will treat your customers.” Here are four concrete ways employees impact your brand’s customer perception. Just make sure you fix your mistakes!

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

CX Accelerator

FEBRUARY 12, 2018

They want to get customers’ feedback on preferences and experiences, share these insights with corporate stakeholders, and act on these insights so they can improve the experience. This unsolicited feedback data can come from three places. And, survey fatigue and other reasons pop up as to why customers are not providing feedback.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

SurveySensum

APRIL 1, 2024

Brand Example: Warby Parker, an online retailer of prescription glasses and sunglasses, has built its brand around a strong vision of providing affordable eyewear to connect with their target audience. Training : Invest in regular employee training to ensure service standards are met.

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

CX Accelerator

AUGUST 19, 2019

It raises awareness in and engages employees in what you’re trying to achieve in the CX department by connecting achievement of CX outcomes to business success. How you gain that understanding involves regression analysis on customer feedback data which is well outside the realm of this post so I’m going to leave that for another day.

CX 182

CX Customer Journey Map Touchpoint VOC 182

CX Accelerator

AUGUST 19, 2019

It raises awareness in and engages employees in what you’re trying to achieve in the CX department by connecting achievement of CX outcomes to business success. How you gain that understanding involves regression analysis on customer feedback data which is well outside the realm of this post so I’m going to leave that for another day.

CX 182

CX Customer Journey Map Touchpoint VOC 182

SurveySensum

JULY 11, 2023

Use an efficient ticketing system to organize and prioritize inquiries – close the feedback loop. Offer self-service options for customers to find answers on their own like blogs, FAQs, video tutorials, etc. Customer Retention Domino’s is a great example of how customer experience can impact customer retention!

Customer Experience 83

Customer Experience Touchpoint Customer Retention Net Promoter Score 83

Comm100

JUNE 15, 2022

This can cover the initial points of contact, interactions, support, and feedback, as well as developing your brand to improve the overall perception of your business. One great starting point would be to measure customer response rates and increase employee engagement to ensure everyone is on the same wavelength.

Net Promoter Score 86

Net Promoter Score Customer Experience Customer Journey Map NPS 86

SurveySensum

DECEMBER 22, 2023

But first – why should you focus on AUTHENTIC feedback? The Importance of Authentic Customer Feedback Common Tactics Used to Game NPS Shortcomings of NPS Gaming So, How Do You Do It the Right Way? That’s why authentic NPS feedback is crucial for informed decision-making.

NPS 52

NPS Gaming Education Customer Satisfaction 52

SurveySensum

NOVEMBER 28, 2023

If you did, then this blog is for you and everyone who struggled with What to do with this feedback? However, a common pitfall in the feedback process is the failure to act on gathered insights, rendering valuable data unused. But how to rectify it and utilize customer feedback to its true potential? How to analyze it?

NPS 52

NPS Touchpoint Customer Feedback Start-ups 52

CommBox

JANUARY 4, 2022

Aside from attracting customers, mission statements and company values have also proven excellent for employee retention. In short, having set-in-stone values prompts employees to stay with you longer and perform higher, while also giving customers a better reason to shop with you. Record and Act on Customer Feedback.

Customer Experience 105

Customer Experience Social Media Entertainment Sales 105

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? Customer feedback is the valuable insights provided by customers about their experiences with a product, service, or brand.

Customer Feedback 52

Customer Feedback Social Media Customer Satisfaction Customer Expectations 52

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. This is necessary because the employees need a working space that boosts creativity.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

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. What does good, actionable feedback look like? While some people might need more mentorship, others will just want some feedback or to bounce off ideas.

Engineering 118

Engineering Gaming 118

PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. After publishing that blog post, I received a number of questions from clients and the CX community about what specific things should be done to welcome back customers and guests during the reopening process. Yes and no).

VOC 121

VOC CEM NPS Business Administration 121

SurveySensum

DECEMBER 18, 2023

In today’s highly competitive business landscape, companies that prioritize customer feedback are more likely to stay ahead of the curve and meet the evolving expectations of their customers As a business owner, I was so focused on what I thought was suitable for my product that I forgot to notice customer feedback.

Customer Feedback 52

Customer Feedback Construction Start-ups CX 52

PeopleMetrics

FEBRUARY 18, 2021

How To Close the Loop on Customer Feedback: Best Practices for 2021. Can customer feedback improve performance? Closing the feedback loop means that your organization has a process in place for reaching back out to customers who provide feedback about their recent experience (positive or negative!) Absolutely!

Close the Loop 62

Close the Loop Customer Feedback CXM Customer Loyalty 62

SurveySensum

JANUARY 9, 2024

However, tying agent performance to CSAT may backfire, leading to inflated scores and compromised customer feedback. With this blog, we will discuss the drawbacks of tying agent CSAT scores to their performance with the help of some of the industry’s top CX experts. Let’s discuss these drawbacks in detail.

VOC 52

VOC Scorecard Construction Customer Satisfaction 52

Fonolo

DECEMBER 6, 2022

FACT: Authoritative, hands-off, influential, transactional, and employee-centric are five different types of leadership styles that support call center development in different ways. For example, Fonolo’s Voice Call-Backs make it easier to retain customers. Encourage feedback and open communication . Are your sales dropping?

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Steven Van Belleghem

OCTOBER 11, 2021

A great example is that they offer lessons – in their offices or in the app – for the Chinese on how to behave overseas and improve their way of traveling with respect for the local environment and culture. A beautiful example is their fantastic customer service. Treat your employees like your customers.

CX 113

CX Transportation Entertainment Education 113

SurveySensum

JANUARY 30, 2024

This blog will not only provide CX interview questions that delve into the candidate’s understanding of CX but also help you select the ideal candidate for your company. Assessing the CX Culture: Leveraging Feedback for Excellence “Can you describe a recent initiative where you used customer feedback to improve the experience?”

CX 52

CX Customer Experience Customer Feedback Customer Satisfaction 52

Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Customer service is a tough job, and there are times when employees will.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

SurveySensum

JULY 10, 2023

If not, then this blog is for you. They must provide seamless service across multiple channels, optimize their supply chains for efficient inventory management, and empower their employees to anticipate customer needs. With quick responses, closing the feedback loop , and a touch of automation, customer satisfaction soars.

Retail 52

Retail Customer Service E-commerce Social Media 52

ClientSuccess

DECEMBER 5, 2022

. • Receive invaluable customer feedback on products, services, and strategies. Your CAB deserves similar time and attention you give to other key stakeholder relationships such as investors and employees. This means forming a group of customers you can trust and rely on for honest feedback about your product and services.

Social Media 87

Social Media Start-ups Customer Satisfaction NPS 87

Execs In The Know

MARCH 31, 2023

For example, a high customer effort score coupled with a low agent effort score may suggest agents are overworked or using inefficient tools. Provide Communication Channels and Resources Implement regular feedback loops for agents, providing them with opportunities to voice their concerns and suggestions.

Customer Satisfaction 52

Customer Satisfaction Customer Loyalty CX Start-ups 52

Execs In The Know

MAY 22, 2023

For businesses that specialize in providing top-tier CX, staying on top of agent-focused employee experience is a priority. What does a positive agent-focused employee experience look like? The answer may differ depending on individual needs, but ultimately, an ideal employee experience should be uplifting and impactful.

CX 64

CX Technology Technology Construction 64

Execs In The Know

MAY 18, 2021

In this blog post, we touch on the key insights from each of these four panels. Using Research — Research is most valuable when used in combination with program data — things like Voice of the Customer data, and even Voice of the Employee data. What about feedback? The focus should be on the overall experience.

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92

SurveySensum

JUNE 19, 2023

So, in this blog post, we’re going to dive into five tips that can really help you improve customer satisfaction for your business. And they offer a structured approach to collect feedback, measure customer satisfaction levels, and identify areas for improvement. Analyzing and taking action on customer feedback is key.

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score Social Media Sentiment Analysis 52

Execs In The Know

JUNE 14, 2023

With the increasing number of employees working from home or remotely, both domestically and internationally, ensuring data security and workplace privacy has become even more paramount. This blog post will explore some best practices for maintaining security for remote employees, with a focus on data security and workplace privacy.

ML 52

ML Artificial Intelligence Education AI 52

SurveySensum

NOVEMBER 22, 2023

Through website feedback – a compass guiding you toward satisfied customers and higher profits. Website feedback is like having a direct conversation with your customers. By paying attention to this feedback, you can transform your website into an experience that caters directly to their needs.

E-commerce 52

E-commerce Social Media Construction Customer Feedback 52

Doing CX Right

OCTOBER 20, 2020

Consider coffee, for example. The best in class companies also care about employee views and empowers their staff to deliver customer excellence. Getting high-level feedback is good, but the magic happens when you dig deep into the customer journey. While valuable, it must not be your only method of getting customer feedback.

Gaming 69

Gaming VOE VOC Close the Loop 69

Sprinklr

SEPTEMBER 8, 2021

Few public sector leaders, or their employees, want to be at the center of that. Agencies are getting creative with how they collect customer feedback. . Surveys are a classic way to collect customer feedback. They are applying feedback to managing business risks. For example, the U.S.

Government 72

Government Social Media CX Artificial Intelligence 72

Execs In The Know

APRIL 7, 2024

More staffing in the morning to help with the workload, for example. Example: One specialist is working with their manager to get their productive hours up, but they have been spending extra time on unproductive tasks reflected in their general task usage. Post originally published on the Zendesk blog.

Scorecard 52

Scorecard Start-ups Education Customer Experience 52

Totango

FEBRUARY 10, 2021

Incorporate customer feedback. You can take a number of steps to build a culture that promotes customer success: Incorporate customer success into your company’s mission statement, verbalizing how your corporate purpose aligns with helping to achieve not only customers’ goals but your employee’s goals. .

Customer Retention 84

Customer Retention Customer Journey Map Net Promoter Score Scorecard 84

Totango

JUNE 10, 2022

In CS management, it’s clear that employee satisfaction can translate positively into customer satisfaction. How do you work to ensure there is an open feedback loop between your employees and leadership? . I try to focus on getting their feedback on bandwidth, job satisfaction, frustrations and desire for future growth.

Start-ups 101

Start-ups Customer Loyalty Customer Satisfaction Sales 101

Taylor Reach Group

APRIL 9, 2020

Start with your front-line employees, the people who are dealing with your customers. Your own employees have opinions on how to make that happen. This means leading by example and listening without judgment to what they have to say. Follow up with employees on every suggestion—if not implementing, give the reasons why.

CX 173

CX Contact Center Start-ups Customer Experience 173

Execs In The Know

MAY 10, 2021

In the last year, much has been discussed about the importance of employee engagement and well-being, and for good reason. Supporting employees by ensuring their mental and physical wellbeing is truly a priority. Examples might include online gaming sessions, virtual games, monthly online lunches, and book/music/movie clubs.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

Beyond Philosophy

AUGUST 25, 2015

Performance reviews are part of most employer/employee relationships. However, recent developments show that improving employee experience involves finding new ways to give employees feedback to improve motivation and success. After a less than insightful review, most employees might sigh as well.

CX 167

CX Customer Experience 167