Beyond Philosophy

SEPTEMBER 6, 2019

There is a difference between strategy and tactics when you’re trying to solve a business problem. Too few business people step back and think about the larger strategy. Customer Experience Strategy was the subject of a recent podcast. How do you build one? . How do you implement it? . Let me explain.

CX 133

CX Net Promoter Score Start-ups Customer Experience 133

Totango

MARCH 5, 2021

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

Customer Retention 85

Customer Retention Net Promoter Score Start-ups NPS 85

Zendesk

JUNE 29, 2022

Filling up faster than you can make outreach calls. With so much effort going into gaining initial interest, it’s doubly frustrating when sales leads aren’t immediately ready to buy. Lead conversion is the process of turning a lead into a customer. Paying customer. The first two steps are part of lead scoring.

Social Media 98

Social Media Sales Start-ups CRM 98

Fonolo

APRIL 17, 2018

It gives the industry a universally understood way to talk about how quickly calls are answered by agents. The longevity of service level is astonishing when one considers the enormous changes that have occurred in customer service technology over the last few decades. Why 80/20 is Probably the Wrong Service Level for Your Call Center.

Contact Center 106

Contact Center Net Promoter Score Customer Satisfaction Technology 106

Beyond Philosophy

JULY 27, 2016

We see this all the time in our Customer Experience consultancy: We come in with a Customer Experience program that we want to deliver. We give it to the customer-facing teams…. Why do they keep doing the same things? We haven’t taught them how to deliver the Customer Experience we designed. It sounds logical.

Net Promoter Score 112

Net Promoter Score Customer Experience Start-ups CX 112

Beyond Philosophy

JANUARY 28, 2019

Customer Experience is having some growing pains. However, by adopting a renewed focus on the following five concepts in Customer Experience, you can overcome these challenges, and, perhaps more importantly, stay ahead of the competition. You go into business to make money. Segment your customers into personas.

CX 139

CX Net Promoter Score AI Artificial Intelligence 139

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. We got a ton of great questions about the content I presented. Do you first have to analyze customer (quantitative) data or focus on their (qualitative) journeys? The Trade-offs Between Quant & Qual Customer Research.

Touchpoint 83

Touchpoint Start-ups CX Government 83

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. Picture this : You step into Office A, and immediately, the air is charged with positivity and collaboration. Where would you prefer to work?

Healthcare 52

Healthcare Net Promoter Score Start-ups Customer Satisfaction 52

Customer Service Life

JANUARY 18, 2019

This article was originally published on the MaestroQA blog on December 2, 2018. Creating a quality form for your customer service team can be a scary task. How many items should it hold? What type of scoring method should we use? What do you call your customers? Click here to read the original post.

Customer Service 80

Customer Service Contact Center Legal Customer Satisfaction 80

SurveySensum

NOVEMBER 22, 2021

Why should you close the feedback loop? Inner Customer Feedback Loop. Why is the Inner Customer Feedback Loop important? . How to make the Inner Customer Feedback Loop successful? Outer Customer Feedback Loop . Why is the Outer Customer Feedback Loop important?

Close the Loop 52

Close the Loop B2C B2B Customer Feedback 52

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? So, what should we expect in the nearest future?

CX 129

CX Customer Experience Education Machine Learning 129

Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. The most alarming were those with high-quality scores but low CSAT — especially if you view quality as the company’s gauge of the customer experience and CSAT as the customer’s gauge. Let’s look at them individually, and I’ll show you why.

Contact Center 68

Contact Center Customer Experience Artificial Intelligence Machine Learning 68

ProProfs

DECEMBER 9, 2021

You’ve heard about quizzes, you’ve heard about personality quizzes, but have you heard about Snapchat quizzes? . And at that moment, I wondered- why am I not using it enough, unlike its 238 million users ? . You can send pictures & videos to your friends and add them to your stories as well. .

Social Media 52

Social Media Gaming Manufacturing Transportation 52

Qualtrics

MARCH 19, 2020

As Experience Management (XM) professionals, you can play an important role in helping your company weather the storm. That’s what XM is all about. To support your organization in navigating these changing times, you will need to adjust your XM efforts. Hopefully this post provides you some guidance.

CX 56

CX Healthcare Close the Loop Actionable Insights 56

PeopleMetrics

MARCH 5, 2018

Imagine this: you’re on a road trip and everything is going great – the windows are down, you’ve got great music playing, and only a few more hours to go before you reach your destination. A million thoughts start running through your head - “Why didn’t I check the tank before I left? The benefits of collecting customer feedback.

Net Promoter Score 64

Net Promoter Score Customer Feedback Voice of the Customer Actionable Insights 64

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

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

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

Comm100

NOVEMBER 27, 2017

But why is that? What is it about the apology that can bring some of the biggest brands and names to their knees, or resurrect brands that seemed as good as gone? As psychologist and author of Why Won’t You Apologize Dr. Harriet Lerner says: “Humans are hard-wired for defensiveness. The Psychology of the Apology.

Social Media 116

Social Media Non-Profits Legal Manufacturing 116

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

APRIL 12, 2016

It was published on their blog on November 18, 2015. Are you considering all of your channels when you think about the omnichannel experience? A couple months ago, I wrote about improving the omnichannel experience to reduce customer effort. when thinking about the omnichannel experience.

Omnichannel 43

Omnichannel Touchpoint Education Start-ups 43

Intercom

SEPTEMBER 28, 2023

In the whirlwind of the past year, customer support has undergone a seismic shift, and the AI revolution is at the heart of it. Within a matter of months, AI has evolved from automating simple tasks like routing the right thing to the right person, to offering accurate, conversational responses upfront to a variety of customer queries.

AI 59

AI Start-ups Education Customer Service 59

ClientSuccess

JULY 9, 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. What is one important lesson you learned in your early customer success days that has had a positive impact on your career? Mentor Questions.

Start-ups 40

Start-ups NPS Finance Technology 40

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. If you’re reading this review to see what the one must-have contact center priority is for next year, you might be disappointed. Customer Experience Automation Is No.2

Contact Center 41

Contact Center Social Media Customer Journey Map Omnichannel 41

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. Then you had to try to reach them via email and convince them to fill it out. If you enjoy our conversation, check out more episodes of our podcast. Short on time?

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

Fonolo

FEBRUARY 9, 2023

This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. The longevity of service level is astonishing if you consider the enormous changes that have occurred in customer service technology over the last few decades.

Net Promoter Score 142

Net Promoter Score Contact Center Compliance Customer Satisfaction 142

Intercom, Inc.

SEPTEMBER 19, 2019

Like a sports franchise, a top team should be both collaborative and competitive. We chat about this exciting development, and we also look at the evolution of hiring needs when moving from startup to scale-up, how to build a culture that’s both collaborative and competitive, and why price and speed are his North Star.

Sales 184

Sales Sports Start-ups Gaming 184

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. I’m sure you don’t want to make the same mistakes.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Customer Satisfaction 52

SurveySensum

MAY 18, 2023

Wrapping up Picture this: You walk into a store with a specific item in mind, but upon arrival, you’re overwhelmed with options. Wrapping up Picture this: You walk into a store with a specific item in mind, but upon arrival, you’re overwhelmed with options. You start to feel unsure and maybe even a bit frustrated.

Retail 52

Retail Customer Feedback Net Promoter Score NPS 52

Intercom, Inc.

JUNE 6, 2019

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. But how do you decide when to build an app for your product and what platforms to invest in? If a customer asks for a tool they haven’t integrated before, they consider whether it’s repeatable.

Start-ups 190

Start-ups Non-Profits Sales Engineering 190

SurveySensum

SEPTEMBER 11, 2023

How well is your SaaS product performing, especially in terms of SaaS customer retention ? Are you successfully achieving the goals you set for the previous year, or do you find yourself lagging behind? And to do that you need to use a SaaS feedback platform that can set and track your SaaS KPIs the right way.

Net Promoter Score 52

Net Promoter Score Customer Acquisition NPS Customer Satisfaction 52

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. I’d love to specify from the very beginning, we focus on the Net Promoter System , not only on the Net Promoter Score ( that actually changes a lot ). How likely are you to recommend Net Promoter System to your CX colleagues?

NPS 135

NPS CX Net Promoter Score Close the Loop 135

SurveySensum

SEPTEMBER 7, 2023

Imagine you bought a washing machine from Amazon that was delivered this morning. And within an hour you received a survey in your inbox – ‘How likely are you to recommend the washing machine to your friends?’ Your washing machine still needs to be installed, and they expect you to recommend it to others!

NPS 52

NPS Net Promoter Score Close the Loop B2B 52

SurveySensum

AUGUST 28, 2023

According to the book Product-Led Onboarding: How to Turn Users Into Lifelong Customers , 40-60% of new users won’t even bother to come back after they sign up. Have you ever found yourself stuck in a seemingly endless loop of tutorials, forms, and confusing interfaces when trying out new software? Is It Easy To Sign-Up With You?

Start-ups 52

Start-ups Customer Feedback Customer Satisfaction AI 52

Fonolo

MAY 3, 2023

This guide will walk you through everything you need to know in order to understand, measure, and reduce call abandonment in your contact center. 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. Why is Call Abandonment Rate Important?

Contact Center 75

Contact Center Net Promoter Score Customer Satisfaction Start-ups 75

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

SurveySensum

JULY 21, 2023

Acquiring a new customer can cost you 5-7 times more than retaining an old one. And, in SaaS, on average, it can cost 4-5 times more – The Value of Keeping the Right Customers study by Harvard Business Review You read it right! These are critical touchpoints where you can launch surveys. Let’s get started!

Customer Retention 52

Customer Retention B2B Net Promoter Score Touchpoint 52