Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). blog linkedin twitter Why? blog linkedin twitter Why? "I

NPS 135

NPS CX Net Promoter Score Close the Loop 135

Customers That Stick

FEBRUARY 5, 2015

Creating great customer experiences and delivering great customer service almost always boils down to one thing: being able to understand the experience of customers — to walk a mile in their shoes and to build a better shoe or create a better walking path with that knowledge. I was ravenous.

Customer Experience 157

Customer Experience Start-ups Customer Service 157

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). In this blog post, we’ll answer all these questions and more.

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. I wondered how I did that. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is.

Net Promoter Score 171

Net Promoter Score CX NPS Start-ups 171

Execs In The Know

APRIL 29, 2022

There have been many incorrect assumptions made about customer preferences as the world has grown a digital core; chief among them is that customers will no longer want human assistance with the brands they patronize. The problem was just that customers didn’t want to have to call (or email or chat) for every.

Start-ups 97

Start-ups Technology Technology Education 97

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

Intercom, Inc.

AUGUST 18, 2022

Sarah Dayan is a staff engineer at Algolia , a “Search-as-a-Service” platform that helps developers build index and search capabilities into their own platforms through an API, and the host of two tech podcasts: Developer Experience and Entre Devs. How would she provide the right technical direction for the company?

Engineering 204

Engineering Start-ups Machine Learning Education 204

Intercom, Inc.

NOVEMBER 30, 2022

At this year’s Web Summit conference in Lisbon, I gave a talk on how businesses should think about weathering these tough economic conditions, and indeed how they can actually find growth during them. So we got our blog posts and our Twitter threads, and even a few ropey TikToks. Healthy growth fixes all problems.

Engineering 151

Engineering E-commerce Start-ups B2B 151

Provide Support

MAY 10, 2018

At some moments customer service job can be a challenge. It takes patience, sharp intellect and I would even say wisdom to navigate through the various customer moods and still provide a professional service. In this article I would like to review the biggest customer service challenges based on my own experience.

Customer Service 50

Customer Service 50

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? How to overcome those challenges? Probably not.

CX 129

CX Customer Experience Education Machine Learning 129

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

Fonolo

APRIL 19, 2018

I know I recently spoke about the importance of reading vs. watching television in my latest blog on the top customer experience books , but let’s not completely underestimate the power of the tube. Below I’ve illustrated seven lessons about customer service we can all learn from TV shows, movies, and even cartoons! .

Customer Service 101

Customer Service Hospitality Hospitality Contact Center 101

CSAT.AI

SEPTEMBER 10, 2020

I called AAA to get a car towed last month, the subcontractor who moved the car was fantastic – everything that I could possibly want in a tow-truck driver on what was (obviously) a bad day. He de-escalated a scared situation into calm safety. Continuous Improvement of Customer Service Stays Ahead of Changing Expectations.

Customer Service 52

Customer Service Customer Satisfaction Gaming Contact Center 52

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

Intercom, Inc.

SEPTEMBER 22, 2022

At some point in their growth, businesses usually start investing in customer research. But the fact is that a large portion of the employees – developers, marketers, product managers (whose work depends on an intimate understanding of the customer) – rarely, if ever, interact with them. And for a while, that was the case for Michele.

Start-ups 138

Start-ups Invoicing Education Sales 138

Comm100

JULY 20, 2021

Customer service has long been a slow-moving piece of the broader business landscape, and it’s not hard to see why: business owners are reluctant to experiment with customer service channels they’re unfamiliar with. For customers. 61% of customers feel that being serviced by chatbots is the way of the future.

Customer Service 59

Customer Service E-commerce Start-ups Sales 59

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Comm100

SEPTEMBER 7, 2015

Anyone who has ever worked in customer service to any capacity has had an angry customer bark them down at one point or another. But did you ever truly learn how to convert those angry complainers into happy, loyal customers? How you respond to customers’ anger affects their decision to stay with you or not.

Start-ups 57

Start-ups Customer Service 57

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

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

CX Journey

FEBRUARY 14, 2017

Today's post is a slightly-updated version of one I originally published on Compellon 's blog on January 25, 2017, which is a largely-modified version of a very-popular post I wrote on CX Journey™ five years ago titled 22 Tips for Survey Design. Why are your customers still unhappy? Why are your customers still unhappy?

Construction 52

Construction VOC Voice of the Customer Customer Experience 52

Comm100

NOVEMBER 8, 2017

When 67% of consumers turn to social media for customer service support, and 87% of customers indicate that these interactions positively impact their buying decisions, integrating social media into your customer service support strategy becomes a no-brainer. Click here to download the full ebook.

Social Media 48

Social Media Customer Service Start-ups Sales 48

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. The list goes on.

Start-ups 67

Start-ups Customer Service 67

CX Journey

OCTOBER 23, 2014

It appeared on their blog on June 19, 2014. What is the customer experience inflection point? According to Investopedia , an inflection point is: An event that results in a significant change in the progress of a company, industry, sector, economy or geopolitical situation. I think the customer experience plays a huge role.

CX 69

CX Start-ups Customer Experience Innovation 69

ProProfs

JULY 16, 2021

75% of consumers would stop doing business with a retailer if they encountered a bad experience such as poor customer service. Such employees play a vital role in business growth and success by keeping your customers delighted. In this blog post, I’ll be unboxing everything worth knowing about retail training programs.

Retail 52

Retail Sales Start-ups Customer Service 52

Qualtrics

JANUARY 22, 2019

This is the first installment of our new blog series, “Customer Experience Visionaries.” In each post, we’ll feature highlights from a conversation with a Customer Experience thought leader on creating a world-class customer experience, empowering employees to take action, elevating the voice of the customer and so much more.

Scorecard 33

Scorecard Compliance CX Customer Satisfaction 33

Comm100

NOVEMBER 27, 2017

Whether it’s due to not wanting to admit fault, fear of losing fans or investors, or simply not knowing how, corporations and public figures often fall short of what people want and expect out of a public apology. Still, customers don’t respond to a non-apology the same way they do a sincere one. rawpixel.com.

Social Media 123

Social Media Non-Profits Legal Manufacturing 123

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

C3Centricity

NOVEMBER 15, 2015

Brand stories are perhaps one of the easiest ways to resonate with customers. I was reminded of his talk because it has since been turned into an infographic on the TED Blog. Something that entices the reader or audience to linger a while longer and to learn more about the situation. Make me Care. Take me with you.

Social Media 48

Social Media Finance Customer Expectations Customer Service 48

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

Customer Service 0

Customer Service Social Media Non-Profits Sales 0