Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. Well, if you’re Aruba, you go digital. We didn’t use any special tool.

Customer Journey Map 111

Customer Journey Map Touchpoint Start-ups Engineering 111

Aquire

AUGUST 30, 2021

Think about a local bakery in your neighborhood (if you’re lucky enough to have one). 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.

Customer Service 98

Customer Service Omnichannel Social Media B2B 98

Zonka Feedback

OCTOBER 1, 2022

Nowadays, most users prefer to use products that they can use easily and smoothly without getting stuck on something and then following a long process of raising tickets and waiting for customer support agents to respond. Let’s first understand what is Product Improvement and why you need it. The same is with your customers.

Social Media 96

Social Media Net Promoter Score Customer Satisfaction NPS 96

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Many others just like you, found C3Centricity for the first time this year.

Hospitality 71

Hospitality Hospitality Actionable Insights Artificial Intelligence 71

Beyond Philosophy

MARCH 4, 2019

The latest developments in this field are changing the way we can measure authentic customer emotions in real time. We discussed how technology and facial recognition are changing how to measure authentic customer emotions in real time on our latest podcast. So, What Do We Mean by Authentic Emotion Measurement?

CX 102

CX Technology Technology Start-ups 102

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. One of the most important aspects of a call center is that phone traffic flows correctly…”. If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. How to overcome those challenges?

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141

Callminer

AUGUST 6, 2019

Most call center software solutions fall under one of these common types. Computer Telephony Integration (CTI): Essentially, CTI is a software that brings together all communication channels (web-based, voice, email, etc.). Service is a big part. “As Types of Call Center Software.

Contact Center 140

Contact Center VOC Social Media AI 140

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. Well, if you’re Aruba, you go digital. We didn’t use any special tool.

Customer Journey Map 85

Customer Journey Map Touchpoint Start-ups Engineering 85

Fonolo

NOVEMBER 6, 2018

Everyone involved in customer service wants to understand consumer channel preference. So, we’re all involved in a little anthropology project. In my best David Attenborough voice: “Let’s observe this 35 year-old male as he wishes to find out why his order is late.”. Watch on demand here.). Beware the Cohort Study.

Contact Center 67

Contact Center B2C AI Customer Service 67

Experience Investigators

NOVEMBER 7, 2022

What Does Customer Experience Success Mean to Your C-Suite? The CEO or another C-suite leader gets excited about customer experience. So they decide to commit to this idea – that creating better customer experiences will lead to happier customers, leading to better results. Are we winning at customer experience?”

Customer Experience 59

Customer Experience CX Start-ups Innovation 59

CallCare

NOVEMBER 23, 2021

Artificial intelligence (AI) is one of the most popular subjects in the customer service contact centre right now. Although Eliza, the first chatbot, was created in 1966, it’s only more recently with developments in AI and machine learning that interest in bots from a customer service perspective has really taken off.

Artificial Intelligence 52

Artificial Intelligence Text Analytics AI Machine Learning 52

Comm100

JUNE 13, 2018

Welcome to the first of a new series of monthly posts where I will be looking at the best of Customer Service, Customer Experience and Customer Success articles that can be found online. Michael Pace on his site, the Pace of Service (I really like the name by the way!) Metrics and Measures.

Customer Service 41

Customer Service Education CX Gaming 41

Zendesk

JUNE 21, 2023

Sometimes, the best way to market your company is through the very people who use your products or services. There are several different types of brand advocates, all of which can positively impact your business. Brand advocacy is when an individual positively promotes your business, usually by word of mouth and on social channels.

Social Media 52

Social Media Net Promoter Score Education Construction 52

Customer Bliss

MARCH 14, 2017

One of the more interesting aspects of this discussion is about the skill development necessary to grow into a customer-facing role — and how that professional journey can really start from anywhere. Diane has been working since the early 1980s, serving in a number of transformative customer experience roles.

Sales 87

Sales Start-ups CX Touchpoint 87

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. Well, if you’re Aruba, you go digital. We didn’t use any special tool.

Customer Journey Map 62

Customer Journey Map Touchpoint Start-ups Engineering 62

Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. I’m not sure what spurned on a change, but somewhere in there I compared quality and CSAT results for our various programs. That would mean our view of how we’re doing doesn’t necessarily align with the customer’s. Here’s the deal with AHT.

Contact Center 68

Contact Center Customer Experience Artificial Intelligence Machine Learning 68

Aquire

JULY 26, 2021

Customer service agents respond to a wide range of queries – but thankfully, most questions aren’t unheard of. Instead, they can use customer service email templates to cut response times and provide consistent service. First, here’s some advice on how to write customer service emails.

Customer Service 98

Customer Service Start-ups Social Media Customer Feedback 98

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

CX Journey

OCTOBER 19, 2016

It appeared on their blog on March 31, 2016. Are you listening to your customers? In order to transform the customer experience, it's critical that you listen to your customers. You really are just "collecting" feedback, like you collect stamps, as I like to say. What a shame! Stop the madness!

Finance 73

Finance Government Start-ups Gaming 73

CX Journey

MARCH 24, 2016

There is an abundance of metrics out there that can measure the quality of your customer support. But which one really shows how loyal your customers are? When measuring customer support, metrics help you see whether the service you’re providing meets the expectations of your customers.

NPS 53

NPS Customer Loyalty Net Promoter Score Customer Satisfaction 53

C3Centricity

MAY 25, 2020

Do you believe that using technology to understand customers is the only way today? Then let me explain why I believe it’s not quite that simple. . In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! Were you surprised to read the title of this post?

Technology 77

Technology Technology Agriculture Retail 77

Comm100

NOVEMBER 2, 2017

Like the other times I had used the controversial cab service , I popped him a smile and a casual greeting as I swung into the back seat of his car. “You can have another one, if you’d like,” Rodrigo said kindly. I thanked him again, and told him that I was impressed with his service. The speed of the service.

Customer Satisfaction 64

Customer Satisfaction Customer Feedback Customer Service Start-ups 64

CX Journey

OCTOBER 11, 2017

It appeared on their blog on March 24, 2017. There's a lot of talk about improving the customer experience. And there's a lot of talk about using surveys to listen to customers so that we know where we need to improve the experience. Offer up a variety of ways/modes for customers to provide feedback.

Double-Barreled Question 47

Double-Barreled Question Touchpoint Start-ups Customer Experience 47

Qualtrics

MAY 1, 2019

Holly Palmer is one of the leading figures in the world of alumni, donor and volunteer research. Since founding Holly Palmer Consulting in 2016, she has presented at industry conferences on topics including creating a relationship fundraising culture, how to improve donor retention and how to design a meaningful alumni research study.

Close the Loop 39

Close the Loop CX Invoicing Education 39

Doing CX Right

JULY 24, 2019

Is “Net Promoter Score,” otherwise known as “NPS,” a good measurement of customer satisfaction. Many customer experience (CX) experts say yes. They depend on NPS as a sole metric to determine customers’ perceptions and feelings about their brand. SHOULD NPS SCORES BE TIED TO EMPLOYEE BONUSES?

NPS 40

NPS Net Promoter Score CX Close the Loop 40

CX Journey

FEBRUARY 27, 2019

It was published on their blog April 19, 2018. The customer experience is a journey; your transformation work is, too! In other words, their scores, e.g., NPS, are high, so they act like their goal is met, and there's nothing more that needs to be done about the customer experience. Customers change.

NPS 35

NPS Start-ups Customer Retention Customer Experience 35

CX Journey

FEBRUARY 27, 2019

It was published on their blog April 19, 2018. The customer experience is a journey; your transformation work is, too! In other words, their scores, e.g., NPS, are high, so they act like their goal is met, and there's nothing more that needs to be done about the customer experience. Customers change.

NPS 32

NPS Start-ups Customer Retention Customer Experience 32

C3Centricity

MARCH 15, 2018

Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not 10x the ROI of your data. Did the title about data make you curious? Is this your case? The Current Situation with Data.

Manufacturing 82

Manufacturing Agriculture Retail Entertainment 82

ClientSuccess

AUGUST 27, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. From : Steve McDougal, VP of Customer Success. Question 1.

Start-ups 40

Start-ups Sales Touchpoint Customer Experience 40

Qualtrics

SEPTEMBER 15, 2020

Juliana Holterhaus, PhD, Senior XM Scientist, is the lead consultant for Qualtrics Digital Customer Experience. Here are a few takeaways from the discussion… What are the shifts we’re seeing right now to customer experience - specifically digital? The digital experience matters more today really than it ever has before.

Healthcare 26

Healthcare CX Innovation Start-ups 26

Intercom, Inc.

MAY 22, 2019

If you wanted to know your customers’ gripes and praises in the past, you had to assemble a series of questions anticipating their possible answer. It’s all part of a customer-centric philosophy that emphasizes empathy and self-awareness over a staid corporate vision. Short on time? But there’s a better way now.

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

Intercom, Inc.

JUNE 6, 2019

For instance, many teams build apps on Intercom so users can leverage their workflows and services within our live chat Messenger and messages. Just this week, we announced a new group of apps that users can add to the Intercom Inbox to provide faster and deeper customer interactions. Short on time?

Start-ups 190

Start-ups Non-Profits Sales Engineering 190

Fonolo

FEBRUARY 9, 2023

In the world of contact center metrics, service level has always held a special place. This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. What is the Purpose of Service Levels? There is no 80/20 rule or principle at all.

Net Promoter Score 142

Net Promoter Score Contact Center Compliance Customer Satisfaction 142

SurveySensum

MARCH 1, 2024

A retail company, MagnetHome enthusiastically embraced the Net Promoter Score and started measuring customer loyalty. They gathered all the responses diligently but stumbled into the “Everyone’s-the-Same” trap – treating all scores equally. That sounds rather unfortunate, right?

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Customer Satisfaction 52

PeopleMetrics

JANUARY 28, 2021

3 Business Lessons from Customer Experience Entrepreneur Sean McDade PhD. Watch on YouTube. ? ? ?. Sean McDade: I just want to thank every employee who's ever partnered with me at PeopleMetrics and every client. So before we dive in, let's just do some quick introductions. And I'm really happy to be here today.

CX 62

CX Pharmaceutical Start-ups Text Analytics 62

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 ). All the leaders were asked the same two questions : 1.

NPS 135

NPS CX Net Promoter Score Close the Loop 135