Beyond Philosophy

APRIL 5, 2017

Of course, we all make mistakes. Some of us make mistakes multiple times a day. Businesses need to be mindful of mistakes they make that impact their employees and customers. A Company needs to have clear guidelines for handling a mishap and how to deliver an apology message. Customer Apologies.

Customer Experience 133

Customer Experience CX 133

Beyond Philosophy

NOVEMBER 16, 2016

Customers noticed the change, but not in a good way. Customers voiced their displeasure on their Facebook page and all over social media. Customers voiced their displeasure on their Facebook page and all over social media. Hence, the gap between the peaks that outrages customers—and reflects poorly on their brand.

Social Media 167

Social Media Customer Loyalty Customer Experience CX 167

Lumoa

DECEMBER 15, 2022

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. However, how VoC data is collected, analyzed, and acted upon has changed. In this article, we’ll go over what Voice of Customer data analytics is and the different types.

VOC 94

VOC Social Media Close the Loop Customer Feedback 94

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

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). Does it spell doom for your business? Well, not so fast.

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

Provide Support

AUGUST 10, 2015

Customer service emergencies. If your team is properly trained and faces all customer service challenges efficiently without any confusions and rudeness then your business will boost and the number of loyal customers will increase. The biggest mistake is to answer “I do not know”. Eisenhower.

Customer Service 85

Customer Service Social Media Technology Technology 85

Beyond Philosophy

MAY 4, 2023

Several readers and listeners of the podcast have reached out to me recently, asking for advice on how to start a consultancy. After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy.

Start-ups 78

Start-ups Gambling Social Media Education 78

Fonolo

MAY 3, 2023

The definition of an abandoned call in a call center is a call where the caller hangs up before they speak to a customer support agent. This feature displays data for each incoming call, including time before the customer abandoned the call. How Does Abandonment Rate Affect Customer Satisfaction?

Contact Center 75

Contact Center Net Promoter Score Customer Satisfaction Start-ups 75

Beyond Philosophy

MAY 25, 2016

Unable to reach a compromise for the outsourcing and transfer of their jobs , employees from all parts of the organization walked off the job last month. Furthermore, the CFO reported that the installations and new orders of FiOS service had also decreased. Employee Engagement and Customer Experience Are Linked.

Government 113

Government Customer Experience 113

Beyond Philosophy

JANUARY 23, 2019

When we talk about risk aversion, we’re talking about how people like sure bets with smaller gains over risks of losing something that could yield more substantial benefits. After all, if our forebears all walked off a cliff that wouldn’t be so great for all of us, would it? Others have no fear at all.

Gambling 112

Gambling Start-ups Technology Technology 112

Aquire

AUGUST 30, 2021

If we had to pick one thing (apart from freshly baked goods), it’d be personalized customer service. Thanks to their lower sales volumes, small businesses can easily get to know who their customers are and what they want. What is personalized customer service? Maybe the owner greets you by name.

Customer Service 98

Customer Service Omnichannel Social Media B2B 98

Beyond Philosophy

DECEMBER 23, 2014

How can marketers avoid creating a disappointed Customer? I read the BusinessInsider.com blog about “ The 16 Most Disappointing Places to Visit on Earth ,” which included places like Casablanca, Jamaica, and the Pyramids in Cairo. They want their product or service to look attractive but it must also be reality.

CEM 98

CEM Social Media Customer Retention Customer Satisfaction 98

Zendesk

DECEMBER 1, 2021

It’s what every business strives to achieve: attract new customers, provide unparalleled service and goods, and build a relationship that ends up in years of repeat business. Getting there, however, requires more than good intentions—it takes implementing a customer lifecycle management process. Customer engagement is key here.

CRM 52

CRM Social Media Customer Acquisition Customer Loyalty 52

SurveySensum

OCTOBER 17, 2023

Ultimately, all these limitations and issues drove her to seek more customer-friendly financial alternatives, leaving the NBFC with a lost opportunity and a dissatisfied former client.’ NBFCs have a multitude of limitations and issues that affect their customer retention and satisfaction. What is a NBFC Customer Feedback Tool?

Customer Feedback 52

Customer Feedback NPS Actionable Insights Sentiment Analysis 52

SurveySensum

OCTOBER 23, 2023

GetFeedback is a customer feedback platform that empowers businesses to capture real-time data from customers at different touch points of the customer journey. The tool provides several exciting features, like survey customization, a gamified user interface, feedback segmentation, custom reports, and many more.

NPS 52

NPS Social Media Text Analytics Outlook 52

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Just by using software, you can scale from one customer representative agent to one thousand and back again without dealing with any downtime. Meet Our Panel of Contact Center Experts: .

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Zendesk

FEBRUARY 7, 2022

Customer support is having a moment. In a highly competitive, digital-first world , providing your customers with responsive, relevant support is more important than ever. Customer support definition. What’s the difference between customer support and customer service? Customer support strategies.

Net Promoter Score 52

Net Promoter Score Social Media Start-ups Customer Expectations 52

Zendesk

MAY 26, 2021

Customer service can make or break a business. But not everyone agrees on what it is or how to do it well. In this guide, we’ll share how to set your business up for customer service success. The definition of customer service. How has customer service changed?

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

Totango

OCTOBER 8, 2020

Customer retention is the continuation of a valued service. In B2B terms, it is still possible to maintain your customer relationship and even improve customer retention during uncertainty, but you will need to focus on five key steps: Understand Your Customer. Listen to Your Voice of Customer Programs.

Customer Retention 63

Customer Retention Scorecard B2B VOC 63

SurveySensum

SEPTEMBER 18, 2023

Did you ever notice that after attending a meeting on Google Meet a survey pops up → ‘How likely are you to recommend Google Meet to other people you work with?’ These surveys provide a unique opportunity to gather customer feedback right when they are interacting with your product. This is what the in-app survey looks like.

Start-ups 52

Start-ups Gaming Customer Feedback NPS 52

CX Journey

OCTOBER 12, 2016

Image courtesy of dushy4 I originally wrote today's post for ICSA as part of their blog carnival and celebration of National Customer Service Week. It appeared on their blog on September 5, 2016. It's also a great reminder that customer service is a critical aspect of any business. Love that title!

Close the Loop 77

Close the Loop Customer Service Customer Experience CX 77

Provide Support

SEPTEMBER 7, 2015

10 Barriers to Outstanding Customer Service. I think this wisdom can be applied to all aspects of our life. When I try to apply it to my work and my aspiration to create a perfect customer experience, I realize that a perfect experience doesn’t need to be created. I like this quote. Indifference.

Customer Service 88

Customer Service Customer Experience Voice of the Customer CX 88

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

ClientSuccess

JULY 5, 2019

Blog post author Irit Eizips is an innovative, passionate customer success thought leader. As Founder and CEO of CSM Practice , she helps high-growth organizations shape and scale their teams to place customer success as a top priority. While this approach may be a short term fix, it will cause long-term issues. .

Start-ups 41

Start-ups Education Sales Innovation 41

Help Scout

APRIL 16, 2019

Back in the old days, customer service meant talking face to face with people who came into your storefront. Real-life interactions were the original support conversations, and doing customer service this way is something people have done forever. By contrast, online service is quite new. Lack of responsiveness.

Customer Expectations 40

Customer Expectations Customer Service Technology Technology 40

Intercom, Inc.

MAY 3, 2018

How can we help our users complete their job-to-be-done cheaper, faster or easier? She’s worked in product from early-stage startups all the way up to publicly traded companies like Rackspace and Square, a company with the sensitive task of handling customers’ money. Product management is about solving problems.

Invoicing 195

Invoicing Engineering Start-ups Customer Feedback 195

Intercom, Inc.

OCTOBER 1, 2020

We discuss how we’ve approached it historically at Intercom and how this process has evolved with us to make room for a wider audience. Knowing how and when to define a roadmap, who to include and how long to plan for are key elements to finding the balanced approach that you need. Paul: Hey Des, glad to be here.

Engineering 165

Engineering Start-ups Finance Sales 165

Intercom, Inc.

OCTOBER 1, 2020

We discuss how we’ve approached it historically at Intercom and how this process has evolved with us to make room for a wider audience. Knowing how and when to define a roadmap, who to include and how long to plan for are key elements to finding the balanced approach that you need. Paul: Hey Des, glad to be here.

Engineering 165

Engineering Start-ups Finance Sales 165

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. AT&T has "known" me for close to a decade of customer loyalty. "Trust is the glue of life. Steven Covey. Can You Hear Me? It''s company policy.". -

Voice of the Customer 76

Voice of the Customer Legal Education Customer Loyalty 76

CX Journey

DECEMBER 26, 2014

It appeared on their blog on July 17, 2014. In a previous post , I wrote about the customer experience inflection point. Ultimately, we listen to customers in order to improve the customer experience, and this really means changing how we currently do things. What is your company''s approach to change management?

CEM 63

CEM Innovation Customer Experience Start-ups 63

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Comm100

NOVEMBER 18, 2015

But there are so many instances in which you have to apologize to a customer. Perhaps you made a customer wait on hold for a little too long. It can seem overwhelming to figure out how to apologize to customers. It can seem overwhelming to figure out how to apologize to customers. Mistakes were made.

Start-ups 65

Start-ups Customer Service 65

C3Centricity

OCTOBER 8, 2017

Our customers are getting smarter every day. Here’s how marketers should be reaching, connecting and engaging their customers. We all know that you can’t please all the people all of the time, so why are we marketers still mass producing our messages? Be Honest About Your Products and Services.

Social Media 48

Social Media Start-ups CRM Customer Service 48

Customer Bliss

AUGUST 11, 2016

We have documented research everywhere that customer experience is more valuable than the perceived financial number attached to your brand , but many schools are still teaching power branding and old-school sales funnels. Those are good concepts to root yourself in, but … it’s not the reality of modern business, in all honesty.

Start-ups 56

Start-ups Sales Customer Feedback CX 56

Comm100

SEPTEMBER 5, 2014

The advent of social media has had a huge impact on the customer service industry. Not only can people go directly to companies and get quick feedback on their questions and problems, but they can also call out businesses in a public forum, making it all the more important for their questions to be answered quickly and efficiently.

Social Media 45

Social Media Customer Service Non-Profits Contact Center 45

Shep Hyken

MARCH 7, 2022

Each week I read many customer service and customer experience articles from various resources. How to Build Customer Loyalty by Sharing the Inflation Burden by Joel Comm. Here are a few ways you can take a page from their playbook to build more customer loyalty. Here are my top five picks from last week.

Customer Service 11

Customer Service E-commerce Retail Customer Loyalty 11

Comm100

AUGUST 11, 2016

There are so many different customer service support channels these days that it can be hard to know where to focus your efforts. The following list will provide you with 20 skills that customer service operators need to strengthen support across channels. Flexibility. ” – Winston Churchill. .

Customer Service 43

Customer Service Start-ups Gaming Manufacturing 43