Beyond Philosophy

JANUARY 4, 2024

It’s that time of year for one of my favorite traditions, my end-of-year reflections. I appreciate the opportunity to look back upon what has happened and what I learned from it. We did this on the podcast recently. My podcast partner and I came up with six we learned this past year, and I wanted to share them with you as well. So, without further ado, here are the six learnings from 2023 that I hope help you as we head into 2024, starting with: Learning #1: Accomplishments in your persona

Net Promoter Score 97

Net Promoter Score NPS Artificial Intelligence AI 97

The Customer Service Blog

JANUARY 4, 2024

The Institute of Customer Service will be holding their Annual Conference on 12th March 2024 at the London Hilton Hotel on Park Lane. The event is open to members and non-members. The event is the biggest forum for customer service thought leadership and best practice in the UK. The event draws hundreds of service professionals and business leaders together to learn from examples of global service excellence.

Customer Service 79

Customer Service Customer Satisfaction AI 79

Zonka Feedback

JANUARY 4, 2024

Capturing and understanding customer feedback is important for any business striving to enhance its products or services. In today's competitive landscape, leveraging efficient survey builders and tools is the cornerstone of insightful feedback collection. From intuitive interfaces to diverse functionalities, these tools empower businesses to gather, analyze, and act upon customer insights.

Customer Feedback 59

Customer Feedback 59

SurveySensum

JANUARY 4, 2024

There is a lot of discussion going on in the CX industry on the relevancy and importance of NPS. Questions about its relevance and significance echo in boardrooms and strategy sessions. The truth is, that NPS holds significant weight in measuring customer loyalty and fortifying retention strategies. But here’s the catch – it’s not a one-size-fits-all solution.

Text Analytics 52

Text Analytics NPS Customer Loyalty Actionable Insights 52

Speaker: Jason Cottrell

Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.

Technology

MyCustomer Experience

JANUARY 4, 2024

The results of our latest research study measured the negative impact dark patterns continue to have on online consumers and social media.

Social Media 52

Social Media Customer Experience 52

SugarCRM

JANUARY 4, 2024

Lawson Products is one of the 30 largest industrial distribution companies in the U.S., with 3000+ employees and over $400 million in annual revenue. For an enterprise this large and with complex operations, Lawson struggled to stay on top of their sales peoples’ daily activities and invoicing processes while offering stellar customer service at the same time.

Invoicing 26

Invoicing Non-Profits CRM Sales 26