Execs In The Know

OCTOBER 29, 2021

To help highlight some of the amazing ideas that came out of these sessions, we’ve created a five-part blog series — each focusing on a particular keynote session. While the introduction of automated solutions can help reduce support volume, so too can collaboration with internal teams like product, marketing, and engineering.

Artificial Intelligence 98

Artificial Intelligence Engineering CX Education 98

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

CX 243

CX Customer Experience 243

Customer Service Life

FEBRUARY 10, 2020

Happy (belated) New Year! While this feature doesn’t exist in most popular ticketing system, it doesn’t diminish the need to help new agents go from the training classroom to proficiency. – In this article on the Zendesk blog, read how CX experts define customer loyalty and how companies can gain it.

Customer Service 149

Customer Service Contact Center AI Customer Loyalty 149

Execs In The Know

MARCH 31, 2023

Let’s look at some strategies to improve both customer and agent effort scores simultaneously, helping brands achieve customer loyalty and agent happiness. Why Agent Effort Scores Matter Agent effort scores have often been overlooked because businesses focus more on the customer’s happiness. What Are Agent Effort Scores?

Customer Satisfaction 52

Customer Satisfaction Customer Loyalty CX Start-ups 52

CX Accelerator

JANUARY 11, 2021

If you've not read his book, , Delivering Happiness: A Path to Profits, Passion, and Purpose, I highly recommend you add it to your reading list.”. Erica Mancuso , Director of Offer Management at nThrive adds, "I was so inspired after reading “Delivering Happiness” 7 or so years ago that I booked the Zappos tour on my next trip to Vegas.

CX 182

CX Innovation Contact Center Education 182

SurveySensum

FEBRUARY 29, 2024

Happy employees, happy business. Happy employees are more likely to give their all at work. – Well you start by listening to the voice of your employees with the help of a robust employee feedback tool. It’s not just a saying, it’s a strategic imperative. And you know what engagement is tied to?

Innovation 52

Innovation Customer Satisfaction Gaming Start-ups 52

Fonolo

JULY 5, 2023

How they approach customer problems The way that your employees approach solving a customer’s problems helps determine how that customer will perceive your brand. Here at Fonolo, we love hearing from our happy customers that we spotted a problem before they did. What is Customer Perception? Just make sure you fix your mistakes!

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Uniphore

DECEMBER 6, 2021

Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained. Good leaders, on the other hand, not only help make the decisions, but they also motivate, engage, empower and inspire people to move in the direction of that decision.”

Contact Center 130

Contact Center Technology Technology AI 130

SurveySensum

JANUARY 25, 2024

Their kind words about how much they liked our services got me thinking – could their happiness translate into more opportunities for me? In this blog, I’ll share with you six simple tips on how to ask for a referral from a client. So, let’s dive into this adventure of turning happy clients into amazing opportunities!

NPS 52

NPS Customer Feedback Gaming Social Media 52

Customer Think

DECEMBER 29, 2022

Many companies such as Ecovacs have this policy and when I first needed help, the person who took care of me said, here is my mobile number, call me whenever you need help. My comments on Service Recovery as Your Superpower. So often I hear having a service and doing a great service recovery is good for you. How comfortable for me.

Manufacturing 121

Manufacturing 121

Comm100

SEPTEMBER 26, 2023

In this blog we will explore some advanced and effective personalized service examples that defy the ordinary and are setting new standards in customer service and engagement. Armed with this data, customer service agents can provide deeply personalized support that is helpful, accurate, and shows next-level care for the customer.

Sentiment Analysis 72

Sentiment Analysis Omnichannel AI Customer Service 72

Inside Customer Service

AUGUST 12, 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.com and affiliated sites. "We It's usually not something generic like make more money, cut costs, or keep customers happy.

Customer Service 183

Customer Service Contact Center 183

Doing CX Right

SEPTEMBER 19, 2020

If you help diffuse stress , rather than amp it up, the waiter will likely apologize , make it right, and maybe throw in a complimentary dessert or appetizer. If you help diffuse stress , rather than amp it up, the waiter will likely apologize , make it right, and maybe throw in a complimentary dessert or appetizer.

Customer Service 126

Customer Service Social Media CX Customer Satisfaction 126

ModSquad

APRIL 13, 2021

Create a mobile-optimized help center. Offer tools to help customers make an informed decision. Break paragraphs in blogs into small chunks so customers aren’t facing a wall of text when reading your blog from their phones or tablets. Convenience is Key. Provide Human Interaction. Contact details.

Customer Experience 119

Customer Experience Customer Loyalty Customer Service 119

Fonolo

JANUARY 12, 2021

This blog will give you a brief overview of all the virtual hold competitors. Virtual Hold Technology is the grandad of virtual queuing and helped pioneer virtual queue management for the call center. We’re a paid add-on product with more data and reliability — and a team dedicated to helping you use them most effectively.

Contact Center 137

Contact Center Technology Technology 137

Totango

DECEMBER 7, 2023

Check out three key highlights from the podcast and listen to the entire episode to learn how vertical alignment can help GTM teams drive growth and increase customer value. Foster cross-functional alignment through common customer goals Alignment is most frequently achieved when there’s clarity and commonality around insight and objective.

Sales 90

Sales Scorecard NPS Customer Acquisition 90

Totango

APRIL 18, 2022

To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. Selecting the right customer success platform for your organization can be challenging. We’ve all been there. Customer success is a fast-paced industry. Quick Adoption is Key to Success.

Scorecard 94

Scorecard Start-ups Customer Experience 94

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So how do you get happy employees and how does it affect Customer Experience?

Customer Experience 165

Customer Experience Start-ups Government CX 165

Execs In The Know

MARCH 25, 2022

This blog post shares some key actions in each of these areas to help your organization improve the WFH Hybrid experience. Closed-loop systems that collect data and share decisions and actions spurred by this data help organizations understand and act on the employee perspective. Employee Experience Checklist.

Voice of the Employee 98

Voice of the Employee Technology Technology Start-ups 98

Uniphore

SEPTEMBER 30, 2021

Expressing agent gratitude boosts employee happiness and productivity levels, which in turn positively affects customer experiences, retention rates and the bottom line. For that reason, writing a personal message to show your appreciation can help employees feel more motivated and committed to your organization.

Contact Center 100

Contact Center Gaming Customer Service Customer Satisfaction 100

Customer Service Life

OCTOBER 28, 2023

One such thing was requiring my team to end every call by asking customers, “Is there anything else I can help you with.” In an article, that is still one of my most commented-on blog posts , I spoke of the true intent of this question. I once heard Chip Bell rephrase the question to “What else can I help you learn today?”

Contact Center 104

Contact Center Customer Satisfaction Customer Service Customer Experience 104

Intercom, Inc.

DECEMBER 1, 2021

Study any sales coaching blog, podcast, or book and you’ll find plenty of advice on the best ways to coach your sales reps: join their calls, listen to recordings, apply a framework … the list goes on. At Intercom, we’ve developed the GEMS framework to help everyone on our teams achieve best-in-class written communication.

Sales 118

Sales CRM Construction Start-ups 118

TeamSupport

AUGUST 24, 2020

This blog series explores how to interpret key data and implement strategies as a result. Determine if the trends indicate a development issue—such as multiple tickets regarding the same technical problem—or a customer agent training issue that can be helped with some one-on-one coaching.

B2B 97

B2B Start-ups Customer Experience Management Customer Service 97

Intercom

MARCH 22, 2023

Localization is a step-by-step process As Lokalise’s Head of Digital Growth, Emīls Vēveris, wrote on the Intercom blog , “for localization to be most efficient, best practice dictates that it should be an ongoing process.” Localization is a major part of that goal. What is localization?

Customer Service 59

Customer Service AI Customer Experience 59

ClientSuccess

JANUARY 3, 2023

This can help you create solutions that meet the needs of both potential and existing customers alike. This can help you create solutions that meet the needs of both potential and existing customers alike. The answers to this question can provide valuable insights into the customer experience and help inform future improvements.

Net Promoter Score 81

Net Promoter Score NPS Customer Loyalty Innovation 81

Intercom, Inc.

JUNE 1, 2018

About 50 percent of my time was spent communicating with potential users, whether that was asking them to try Intercom over email, meeting them at conferences, responding to them in blog comments or talking to them on Hacker News. So I was the person responsible for writing the blog, meeting people at conferences, speaking onstage, etc.

Start-ups 201

Start-ups Social Media Gaming Technology 201

Beyond Philosophy

NOVEMBER 7, 2016

McDonald’s also has an Archways to Opportunity program that helps their employees continue their education, whether that means learning English, finishing secondary school or earning their college degree. It’s fun for employees to have a promotion that makes Customers happy. I always say, “happy employees make happy customers.”.

Sports 167

Sports Transportation Gaming Customer Loyalty 167

Execs In The Know

APRIL 7, 2024

Because that leads to overall success and happiness for us and our customers 2. This is an opportunity for the manager to express why this is important and for the specialist to express what would help them achieve this goal. More staffing in the morning to help with the workload, for example.

Scorecard 52

Scorecard Start-ups Education Customer Experience 52

Execs In The Know

OCTOBER 29, 2021

To help highlight some of the amazing ideas that came out of these sessions, we’ve created a five-part blog series — each focusing on a particular keynote session. While the introduction of automated solutions can help reduce support volume, so too can collaboration with internal teams like product, marketing, and engineering.

Artificial Intelligence 52

Artificial Intelligence Engineering CX Education 52

VOZIQ

AUGUST 13, 2023

Customer-obsessed businesses have one focus, a happy customer, and we have some books that show how much-satisfied customers contribute to the company’s overall growth. It offers practical strategies, actionable insights, and real-life examples to help businesses understand, meet, and exceed customer expectations.

Customer Acquisition 52

Customer Acquisition Customer Retention Finance Actionable Insights 52

Steven Van Belleghem

OCTOBER 11, 2021

And what’s also impressive is that they use the data they have to help their partners – hotels, transportation, insurance, restaurants etc. The insights from their data helps their partners make better choices so the end-customer has the best experience. Trip.com’s purpose goes further than just offering convenient travel products.

CX 113

CX Transportation Entertainment Education 113

Hodusoft

JUNE 8, 2022

Analyzing these metrics will enable you to make informed decisions and help you achieve your desired business goals. Keep reading this blog further to know more about the top call center performance metrics to track for success. . Top Call Center Metrics and KPIs to Every Business Should Track. First Call Resolution. Call Abandon Rate.

Net Promoter Score 98

Net Promoter Score Customer Satisfaction Customer Retention NPS 98

Intercom, Inc.

MAY 7, 2019

“There is one simple strategy which, provided you stick to it, will help you rise above the noise” So it makes sense that there are thousands of tactical tips and tricks out there to help get your content in front of the right audience. . gigabytes per year. Put simply: have an opinion. Opinionated ?

Social Media 222

Social Media B2C Start-ups B2B 222

Intercom, Inc.

JUNE 23, 2022

That’s why, for the past five years, Amanda Malko has been thinking about how marketplaces change the way people buy software, helping B2B SaaS businesses find reputable software that can help them grow their business. But once they’re happy with a service, they can help build trust with new customers as well.

B2B 118

B2B Education Start-ups Agriculture 118

Beyond Philosophy

DECEMBER 7, 2016

However, when employees aren’t happy, customer service often suffers. Other retailers in the top ten for happy employees included: Best Buy, J.C. Career Bliss determined the three factors that contribute to this employee happiness: Existence of a positive work environment. Remember the Nordstrom Way.

Retail 167

Retail Customer Experience Customer Service CX 167

Fonolo

MAY 30, 2023

It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. In fact, Gartner reports that by 2025, 60% of contact centers will have implemented AI-driven workforce management tools to help optimize scheduling and resource allocation. How Can WFM Help my Contact Center?

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Beyond Philosophy

AUGUST 6, 2015

And these employees aren’t facing happy Customers either. Their job is to help calm Customers down, and then help them better understand their insurance policy. An example of these personal challenges can be not making the bills or needing help to feed their families. Who are these lowest paid workers?

Customer Experience 165

Customer Experience CX 165