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. Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. Now, your customers need to feel safe.

VOC 121

VOC CEM NPS Business Administration 121

Totango

JUNE 15, 2022

While the uncertainty that comes along with rising interest rates and a falling stock market can be scary, there is a silver lining: your current customer base. While the uncertainty that comes along with rising interest rates and a falling stock market can be scary, there is a silver lining: your current customer base.

Touchpoint 95

Touchpoint Start-ups NPS CRM 95

MattsenKumar

OCTOBER 12, 2023

As organizations grow, outsourcing customer service has become necessary to ensure customer satisfaction. The expansion of organizations brings forth new challenges that require the expertise of a skilled customer service team to provide optimal solutions.

Customer Service 84

Customer Service Customer Satisfaction Contact Center CRM 84

Win the Customer

SEPTEMBER 5, 2023

But beyond personal connections and entertainment, social media has also revolutionized the world of customer service. But beyond personal connections and entertainment, social media has also revolutionized the world of customer service. Customers expect prompt responses to their inquiries, complaints, or feedback.

Social Media 59

Social Media Customer Service Entertainment Customer Loyalty 59

Lumoa

JANUARY 11, 2022

It is vital for companies to know if their clients and customers are happy with their service and products, and NPS solutions are one of the best ways to find out. Net Promoter Score is a benchmark for customer loyalty that tells how your customers understand your business and feel about it. What Is an NPS Software?

NPS 103

NPS Net Promoter Score Sentiment Analysis AI 103

Totango

JUNE 28, 2022

The primary mission of a Chief Marketing Officer (CMO) is to foster growth, attract new leads, and increase sales by effectively communicating the value the company’s products and services can provide. Maximize Your Return on Investments. During an economic downturn, your greatest investment should be in your current customer base.

Customer Satisfaction 73

Customer Satisfaction NPS Start-ups Customer Retention 73

Execs In The Know

APRIL 26, 2023

Investing in organizational change can be one of the most rewarding investments any leader or executive can make – but it also presents unique risks and challenges. By investing in an organizational transformation, a company can set itself up for long-term success and growth.

CX 98

CX Innovation Artificial Intelligence Gaming 98

Beyond Philosophy

APRIL 14, 2022

I read a fascinating report the other day from Zendesk called The Customer Experience (CX) Trends Report 2022. I saw a dichotomy between what people are saying and what they are doing regarding Customer Experiences (CX). 60% say customer service improves customer retention .

Customer Satisfaction 78

Customer Satisfaction Contact Center Customer Acquisition CX 78

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

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. In this article, we’ll go over what Voice of Customer data analytics is and the different types. In This Article: What is Voice of Customer Analytics?

VOC 94

VOC Social Media Close the Loop Customer Feedback 94

Intercom

NOVEMBER 29, 2023

The rules of customer support are being totally rewritten, and anyone who thought “this whole AI thing” would eventually blow over is updating their predictions. For support leaders watching the world of customer support transform, it’s natural to feel ill-equipped for this new era.

Customer Service 89

Customer Service AI Start-ups Innovation 89

Shep Hyken

OCTOBER 21, 2022

She’s also a web design consultant focusing on customer experience and user interface. She shares how customer experience is a valuable marketing strategy. However, customer-centric marketing takes all of that a step further. And it can benefit your company greatly. .

Customer Experience 69

Customer Experience Engineering Sales Customer Expectations 69

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Because even though most businesses work hard to offer excellent service , today’s savvy customers notice so much more. They also share and compare their experiences with your business against the biggest brands in the world.

Customer Experience Management 81

Customer Experience Management Customer Experience Contact Center Net Promoter Score 81

Customer Think

MAY 4, 2023

Bob Passikoff of Brand Keys stated that “For Wall Street it (Brand Disappointment) was about missing expectations regarding new subscriptions and new customers. But why does Wall Street get disappointed? We understand this is not something customers want to lose, and losing it causes brand disappointment. Make it simple!

Customer Loyalty 69

Customer Loyalty Retail Technology Technology 69

Taylor Reach Group

APRIL 9, 2020

Everybody wants to improve the Customer Experience (CX) they provide, right? What’s the cost to your organization if nearly three quarters of your customers go elsewhere? Start with your front-line employees, the people who are dealing with your customers. Your organization is doing its best with the resources it has.

CX 173

CX Contact Center Start-ups Customer Experience 173

PeopleMetrics

MARCH 4, 2020

Here's how it works: when an individual customer has a problem, the front line of the operation is notified and can follow up to make things right. In other words, operators are able to “close the loop” with the customer, resolve any issues, and reduce the chance of churn. And indeed, that's why many companies do invest.

Close the Loop 83

Close the Loop VOC CEM Business Administration 83

Hodusoft

FEBRUARY 8, 2024

A Comprehensive Guide to Coordinating and Unifying Channels & Devices in the MSP Industry Today, more and more enterprises are investing money in Managed Service Providers (MSPs) than ever before. But now, larger and well-established businesses are using the specialized services of MSPs. And that’s not all. Read on and thank us later.

Contact Center 52

Contact Center Social Media Innovation Government 52

Execs In The Know

APRIL 8, 2022

How Beachbody Became a Digital-First Company. Presented By: Todd Montgomery, Executive Vice President, The Beachbody Company. All while lowering costs, improving the agent experience, and creating greater internal accountability. Synopsis: Beginning in 2014, Todd Montgomery and team began a journey of robust transformation.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

Hodusoft

OCTOBER 4, 2023

That’s why contemporary businesses must be proactive in exploring strategies and solutions to optimize their communication expenditures. In this blog post, we will discuss eleven practical ways through which Internet Telephony Solutions can help organizations reduce communication costs. Read on and thank us later.

Compliance 105

Compliance Omnichannel Real Estate Legal 105

Zendesk

AUGUST 4, 2021

Because cloud computing is the norm in our distributed, digital-first world, and startups need digital-first support strategies to help them grow by gaining and retaining customers. Scaling your startup with customer service. “In So as SaaS startups grow, how can they keep the feedback loop between customers and the company close?

Customer Service 98

Customer Service Social Media CX AI 98

SurveySensum

FEBRUARY 27, 2024

Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty. In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. Where would you prefer to work?

Healthcare 52

Healthcare Net Promoter Score Start-ups Customer Satisfaction 52

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Siawash Popal. Reuben Yontan.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Totango

OCTOBER 12, 2022

And of course, customers can easily cancel the very second they become dissatisfied, lose interest, or feel they aren’t getting the value they expected. . Naturally, short-notice or no-penalty cancellations also greatly increase the risk of customer churn. Leading the charge. We can see this development in our recent survey.

Sales 110

Sales Customer Retention Innovation Customer Experience 110

Totango

JULY 19, 2022

How Your Customer Success Platform Can Replace Your CRM. Recurring-revenue businesses succeed by nurturing customer relationships over the entire lifecycle. However, a traditional CRM focuses just on the transaction stage of the customer relationship rather than cultivating growth across the entire customer journey.

CRM 89

CRM Customer Relationship Customer Acquisition Start-ups 89

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). Is Your Voice of the Customer Data Failing to Deliver Change? Customer loyalty has to be earned, now more than ever, making your CX a prime differentiator. You’re Not Alone.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Intercom

JANUARY 11, 2024

A profound transformation is underway in customer service. Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less.

Customer Service 86

Customer Service CX AI Start-ups 86

SurveySensum

DECEMBER 22, 2023

Recently, I contacted the customer support of an electronics brand to address an AC installation issue. Businesses (their agents) use tactics like offering incentives to customers, badgering or threatening customers, etc, to manipulate their NPS scores. But first – why should you focus on AUTHENTIC feedback?

NPS 52

NPS Gaming Education Customer Satisfaction 52

VOZIQ

JANUARY 31, 2022

Every month, we put together the best resources from around the web to help recurring revenue businesses navigate customer retention and experience challenges, and stay on top of the latest trends. While both customer acquisition and retention are important, marketers tend to prioritize new sales over retaining old customers.

Customer Retention 40

Customer Retention Customer Acquisition AI Technology 40

Zendesk

APRIL 18, 2022

While you’re not sharing your work with a professor these days, your sales reps need to know where and how leads had first contact with your company. This knowledge cultivates a more nuanced experience for every lead, likelier conversion, and better targeted campaigns in the future. Blog articles. Why does a lead source matter?

Social Media 98

Social Media CRM B2B B2C 98

Callminer

AUGUST 6, 2019

You don’t want to invest in a sophisticated software solution only to discover that it doesn’t adequately meet your call center’s needs. There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. Types of Call Center Software.

Contact Center 140

Contact Center VOC Social Media AI 140

ECXO

MARCH 24, 2024

1710668672319 AI in Customer Experience – should I stay, or should I go? Several companies are now analyzing whether to go full power on AI, and others believe it’s still not the moment as it’s clear that there is much more to come.

AI 52

AI Customer Experience Social Media Machine Learning 52

SurveySensum

OCTOBER 19, 2023

You are the smartphone company’s project head. And even the customers started showing dissatisfaction. You invested in improving battery technology, upgraded the camera features, and committed to more frequent software updates. You also introduced a loyalty program to retain existing customers.

Customer Satisfaction 52

Customer Satisfaction Structured Data Social Media Start-ups 52

Intercom, Inc.

APRIL 19, 2018

In engineering, you want to move fast, ship often and solve real customer problems. It means reducing choices amongst engineering teams and standardizing technology, so our team can spend as much time as possible delivering value to customers. Prior to Intercom I spent about 10 years working for big tech companies.

Engineering 192

Engineering Technology Technology Start-ups 192

PeopleMetrics

MARCH 16, 2020

Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. Alerts allow companies to recover lost customers, recognize star employees and generate new leads. When staff members are rude to customers. Recognize alerts. Grow alerts.

VOC 78

VOC Close the Loop CEM Business Administration 78

Hodusoft

FEBRUARY 16, 2024

IP PBX Software- Optimizing ITSP Call Management for Superior Customer Experiences In today’s swiftly evolving era of the Information Technology Service Provider (ITSP) industry, it has become a necessity to ensure efficient management of call routing to deliver excellent customer experiences. So, let’s get started.

Customer Experience 52

Customer Experience Sentiment Analysis Artificial Intelligence Technology 52

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”. Alexander M.

Customer Service 207

Customer Service Start-ups Education Gaming 207

Beyond Philosophy

NOVEMBER 1, 2019

Some customer habits may be useful for your Customer Experience strategy, and some of them may not. Understanding how customers’ habits form and how to identify them is crucial for Customer Experience. We talked about how habits form and understanding your customers’ habits in a recent podcast.

Education 140

Education Technology Technology Customer Experience 140