Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well! Here we’ll discuss some best practices for designing effective surveys – everything from creating questions that elicit actionable responses, to logic-

NPS 157

NPS Touchpoint Construction Sentiment Analysis 157

Customer Think

JANUARY 3, 2023

When mobile phones and computer-based communications first surprised people barely 50 years ago, it was only the beginning of a new transformation and the fourth revolution. The third was the realization of digitalization, which altered how the world is connected thanks to the internet, computers, and mobile phones. However, the fourth revolution, which transformed how […].

Technology 145

Technology Technology 145

ClientSuccess

JANUARY 3, 2023

Value Vectors by Vecteezy. As a customer success team, it’s essential to stay agile and in tune with your customers’ evolving needs. To truly understand what your customers value and appreciate about your products, services, or offerings – as well as their experience with you – requires engaging directly with them. Learn more about the power of building trust with your clients in this webinar.

Net Promoter Score 81

Net Promoter Score NPS Customer Loyalty Innovation 81

Customer Think

JANUARY 3, 2023

Occasionally, your brand may be forced to increase the prices of your core products and services. Even your most loyal customers may be disappointed by this, especially if they chose your brand specifically because it had some of the lowest prices available. So, how do you explain this without alienating your best customers? Pricing Dynamics […].

125

125

Advertisement

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Shep Hyken

JANUARY 3, 2023

A Complaint is a Gift . Moving Customer Complaints from Frustration to Satisfaction. Shep Hyken interviews Janelle Barlow, award-winning customer service and experience speaker, consultant, and author of A Complaint Is a Gift: How to Learn from Critical Feedback and Recover Customer Loyalty. She shares how to empathetically transform a customer’s complaint into a positive and memorable experience.

Social Media 57

Social Media Customer Loyalty Customer Service Customer Satisfaction 57

Customer Think

JANUARY 3, 2023

The great bulk of CPG startups operates as B2B companies. They only deal with their distributors, brokers, and retailers but need to communicate with people who actually buy their products. They need to be more curious about the way they get and use their products. So long as case volumes grow, they are pleased. So […].

Retail 119

Retail B2B 119

Customer Think

JANUARY 3, 2023

The CRM Playaz asked me about my take on CRM for 2023. Of course, I happily supplied an answer … So, here we are. CRM in terms of concept and software is quite mature, after all it is around for quite some time. It went through some iterations and spun out into other areas, being more transactionally […].

CRM 94

CRM CX Technology Technology 94

cxservice360

JANUARY 3, 2023

Once upon a time, clients could only talk to their brands through fax and phone calls. Fast forward to the present, and one of those two is museum stuff, while the other is just one of many means. Omnichannel platforms are now the order of the day in terms of customer support. But what are. Read more. The post The 5 Ideals of Omnichannel Quality Customer Service appeared first on CXService360 - Customer Service Articles, Stories and more.

Omnichannel 52

Omnichannel Customer Service 52

Customer Think

JANUARY 3, 2023

There may be as many as a million retail reward programs in the United States. Is it possible that just one can edge out all the others as the most likely to succeed in 2023? Without stepping through every one of these programs, it’s clear year in and year out that some loyalty initiatives do […].

Retail 80

Retail Customer Loyalty 80

Zendesk

JANUARY 3, 2023

Open banking allows non-banking organizations to offer financial services to customers via application programming interfaces (APIs). And since its inception in 2018, it’s been changing the way people manage their money. From personal money management apps and price comparison services to accounting apps for businesses, millions of companies and consumers use open banking to stay on top of their everyday finances.

CX 52

CX Finance Artificial Intelligence AI 52

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Customer Think

JANUARY 3, 2023

eCommerce sales in the United States have significantly increased over the past decade. In 2012, only 5% of retail sales happened online. Today the share of eCommerce stands at 16.1%, according to Statista. This is a golden time for eCommerce business owners, who can make millions by selling products online. But first, they must offer […].

Retail 76

Retail Sales Technology Technology 76

The Squawk Point

JANUARY 3, 2023

Understanding Risk Compensation — Because Error Proofing Isn’t Enough. Road safety is an excellent example of a system where many have tried to change the public’s behaviour and stop things from going wrong. Error proofing is a common approach, making things easy to get right and difficult to get wrong, but it isn’t without its problems.

Innovation 52

Innovation 52

Customer Think

JANUARY 3, 2023

Your attitude, not your aptitude, will determine your altitude…Zig Ziglar The difference between Aptitude and Ability is that aptitude is the potential, which has as yet not been tapped and trained to a skill level, whereas ability as the word describes is, it is present here and now in the individual. Attitude is a positive […].

69

69

Customer Think

JANUARY 3, 2023

Last August I wrote an article here about retirees and how they are a rich source of untapped talent for customer service jobs. That earlier article talked about the ongoing war for talent and how millions of Americans retired early during the pandemic, creating the opportunity for many of them to now consider working part-time. […].

Customer Service 65

Customer Service 65

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Voice of the Customer

Customer Think

JANUARY 3, 2023

Data and computer systems are at the heart of most companies, which is why it is paramount that where you store your IT infrastructure meets your needs, both now and in the future. Over 40% of businesses and users already rent space in a colocation data centre and this figure is expected to continue to […].

Technology 65

Technology Technology 65

Customer Think

JANUARY 3, 2023

Most sophisticated organizations have articulated a corporate mission, vision, or purpose statement and a set of core values. If you work for yourself or for a smaller company that has yet to contemplate its why and the root beliefs that guide employee behavior, then start there. Once these have been revealed, it’s critical to do […].

65

65