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

Fonolo

NOVEMBER 27, 2018

Good customer service is crucial to the success of any business. Now imagine that your hands are tied in a million different ways and you’re unable to resolve the bulk of the customer complaints that are on the rise. This is why empowering a customer service team can be key to the overall success of any company.

Customer Service 57

Customer Service Contact Center Engineering Hospitality 57

Zendesk

MAY 19, 2021

Many customer service agents reach a point in their career when they decide they want to transition into a new role. Those next steps could take you in many directions: sales, customer success, or people ops, to name a few. But one of the most likely moves is to become a customer service manager.

Customer Service 52

Customer Service Hospitality Hospitality Construction 52

Lumoa

NOVEMBER 29, 2021

Most organizations, that receive large amounts of customer feedback data, can buy text analytics solutions that help in making sense of the data and transform the chaotic customer voice data into structured info. And yet still, acting on the customer feedback is hard. Our customer satisfaction increases – so what?

Customer Experience 103

Customer Experience NPS Text Analytics Customer Satisfaction 103

Fonolo

JULY 5, 2023

Over the last few decades, many researchers have proven this link between employee behavior, customer satisfaction and the monetary cost of toxic employees. Here are four concrete ways employees impact your brand’s customer perception. This is the best way to prevent damage and creates a very personal, attentive service.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Fonolo

AUGUST 3, 2017

We’ve all had our share of amazing customer service experiences, and we can attest that when a company goes above and beyond the call of duty we not only share those experiences, we also become loyal customers. He made it to the hospital in time to see his mother. Making the Most of Customer Feedback.

Customer Experience 83

Customer Experience Hospitality Hospitality Contact Center 83

ECXO

MARCH 21, 2023

The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture. Leaders must provide services, excellent customer service, delivery and engagement and must communicate their commitment to providing an exceptional customer experience.

Customer Experience Maturity Model 98

Customer Experience Maturity Model B2B CX Customer Experience 98

SurveySensum

JUNE 15, 2023

Did you know that a whopping 75% of customers consider customer service as a key factor in their purchase decisions? It’s no wonder companies like Link Net , a telecommunication giant, have made it a top priority to boost their customer satisfaction scores. But how do you calculate this magical CSAT score?

Text Analytics 52

Text Analytics Customer Satisfaction Close the Loop Net Promoter Score 52

Lumoa

JULY 10, 2018

Most organizations, who receive large amounts of customer feedback data, can buy text analytics solutions which help in making sense of the data and transform the chaotic customer voice data into structured info. And yet still, acting on the customer feedback is hard. Our customer satisfaction increases – so what?

Customer Experience 121

Customer Experience NPS Text Analytics Customer Satisfaction 121

Lumoa

OCTOBER 15, 2023

How often should you collect customer feedback? There is more and more discussion about this question, especially now living in an era where customer feedback is louder than ever. It’s clear that overwhelming customers with frequent, long surveys aren’t a practical strategy.

Customer Feedback 83

Customer Feedback Text Analytics Hospitality Hospitality 83

Fonolo

JANUARY 4, 2022

Customer service expectations continue to increase, and only the best businesses keep up. The statistics show that superior customer experiences generate more return customers, increased loyalty, and higher profits. Statistics that Demonstrate the Value of Good Customer Service. Source: Bain&Co.

Customer Service 142

Customer Service Social Media Contact Center Artificial Intelligence 142

Fonolo

APRIL 4, 2023

Customer service expectations in the contact center continue to increase, and only the best businesses keep up. Customer service statistics show that superior CX generates more return customers, increases loyalty, and helps generate higher profits. Source: ArenaCX Customers are 5.1

Contact Center 81

Contact Center Customer Service Social Media Artificial Intelligence 81

Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel. QUI CUSTOMER SERVICE LEADERSHIP STRATEGY.

Social Media 167

Social Media Customer Service Education Retail 167

SurveySensum

OCTOBER 31, 2023

Do you often use ‘ customer experience ’ and ‘ customer service ’ interchangeably? This brings us to the debate of customer experience vs customer service. Understanding the differences between both is vital for your business to thrive in the customer-centered world. What is Customer Experience?

Net Promoter Score 52

Net Promoter Score Customer Service Customer Experience E-commerce 52

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . She is now Chief Customer Officer at ClearAction Continuum.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

CSAT.AI

MARCH 24, 2021

With a sigh of dread you contact customer service. Even back in 2012 The New York Times did an article on the fraying of customer patience over surveys. They referenced another article called “Infant Who Begins Babies ‘R’ Us Customer Satisfaction Survey Dies of Old Age.” Surveys put Workers in the Crossfire.

NPS 59

NPS Net Promoter Score Hospitality Hospitality 59

Execs In The Know

MARCH 4, 2022

Because the customer journey doesn’t end with the purchase, customer analytics solutions go past the point of purchase to monitor and analyze behavior through customer service interactions and beyond. Which channels or touchpoints do customers visit most often before churning? Guest post written by: CallMiner.

Customer Journey Map 98

Customer Journey Map Touchpoint Machine Learning Unstructured Data 98

Lumoa

APRIL 14, 2021

First of all, we felt that we had built something very meaningful, learned many good ways to analyze customer feedback that we could actually also teach to other companies. The reality is that the importance of customer experience always depends on your industry. Johanna: Yeah, I think it was a combination of a few things.

Customer Experience 94

Customer Experience CX Net Promoter Score Start-ups 94

Aquire

JANUARY 16, 2022

Customers expect chatbots to help them with practical issues, such as getting a quick answer in an emergency or finding a human assistant. Chatbot use cases for customer service and support. Customers can get instant support from your chatbot, especially when there’s an emergency or if it’s after hours.

Government 52

Government Healthcare Retail AI 52

PeopleMetrics

JANUARY 28, 2021

I think at the time when I started, my only understanding of customer feedback was as a customer of. of individual feedback - individual customer feedback - being revealed, not anonymous, and followed up on is a huge change. It is the experience, it's everything that we provide to customers.

CX 62

CX Pharmaceutical Start-ups Text Analytics 62