Zonka Feedback

MAY 6, 2022

Exceptional customer service can get you up to 70% of additional revenue from existing customers.

Customer Satisfaction 98

Customer Satisfaction Customer Service 98

Inside Customer Service

MAY 5, 2022

Today's customers are increasingly unhappy. The American Customer Satisfaction Index has steadily declined for the past four years. By the end of 2021, it had reached its lowest point since 2005. What's causing the decline? A survey conducted by Toister Performance Solutions in April 2022 aimed to find out. Over 1,500 consumers across the United States were asked about their experiences with companies.

Customer Experience 130

Customer Experience Transportation Sales Customer Satisfaction 130

Shep Hyken

MAY 4, 2022

I was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” I was wearing a baseball cap with the St. Louis Blues Stanley Cup Championship logo. Of course, I thanked her and I found my seat, just a few rows from the front of the plane.

Customer Service 116

Customer Service Customer Experience 116

Callminer

MAY 4, 2022

Continuous business performance improvement focuses on identifying areas of improvement, taking action and aligning those efforts with specific organizational goals. Read more in this blog.

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182

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Adrian Swinscoe

MAY 4, 2022

Today’s interview is with Don Schuerman, the CTO and Vice President of Product Marketing at Pega. Don joins me today to talk about resiliency, focus, reducing […]. The post Having gone through 10 years of transformation in the past two years, how do we maintain momentum – Interview with Don Schuerman of Pega first appeared on Adrian Swinscoe.

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Futurelab

MAY 2, 2022

In last week’s post , I wrote about the acquisition versus retention “dilemma” from the marketer’s perspective. Obviously, there are two sides to every story, and the customer’s version is the most important side of this story. How this dilemma affects customers Tags: Annette Franz (Gleneicki) acquisition customer experience customer retention marketing Facebook Like.

Customer Retention 246

Customer Retention Customer Experience 246

Callminer

MAY 2, 2022

Delivering positive customer experience has always been a top concern for organizations. However, only recently have they had access to the tools needed to consistently improve CX at scale. Read more.

Customer Experience Management 182

Customer Experience Management Customer Experience CX 182

Heart of the Customer

MAY 6, 2022

We CX folks love to discuss measurement. If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go. Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs. That’s because we spend so many of our waking […]. The post How to Measure CX Impact appeared first on Heart of the Customer.

Net Promoter Score 148

Net Promoter Score CX Customer Journey Map NPS 148

Futurelab

MAY 2, 2022

In last week’s post , I wrote about the acquisition versus retention “dilemma” from the marketer’s perspective. Obviously, there are two sides to every story, and the customer’s version is the most important side of this story. How this dilemma affects customers It’s no secret to customers that companies spend more time, effort, money, and other resources targeting new customers than on keeping existing customers.

Gaming 130

Gaming Omnichannel Start-ups Customer Experience 130

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing. A holistic understanding of customer experiences can help close the gap, strengthen the brand and open up new opportunities for profitable growth.

Customer Experience 110

Customer Experience Artificial Intelligence CXM E-commerce 110

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

Hodusoft

MAY 4, 2022

Difference Between Hosted PBX and SIP Trunking – A Buyers Guide. Business communication has evolved rapidly to meet the requirements of ever-changing enterprise needs to facilitate seamless communication and collaboration. When choosing the right business communication tools, people without technical backgrounds may think terms like Hosted PBX Software and SIP trunking are interchangeable.

Business Growth 105

Business Growth Customer Service 105

MyCustomer Experience

MAY 4, 2022

HWhen customers use your chatbot to self-serve, what kind of experience do you deliver? Does your chatbot need questions asked a particular. 4th May 2022. By Mandy Reed Global Head of Marketing.

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Shep Hyken

MAY 3, 2022

Customer Service and Issue Centricity. Empowering Customer Support Agents with Data. Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa , the groundbreaking conversational customer service platform. They discuss connecting with customers using intelligence, empathy, and the right information. Top Takeaways: Issue Centricity is a focus on a customer’s specific situation.

CX 103

CX Customer Service Sales Customer Experience 103

Zonka Feedback

MAY 6, 2022

Customer service has become indispensable for not just ensuring customer satisfaction but also for earning customer loyalty and building a positive brand image. Therefore, brands all over the world need to excel in their customer service.

Customer Satisfaction 98

Customer Satisfaction Customer Loyalty Customer Service Customer Feedback 98

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

Zendesk

MAY 3, 2022

Our flagship event is back on May 11, and we are delighted to share our sense of momentum and energy with all of you as we move into the future. At this year’s Zendesk Relate , we are centering on our customers. We invite you to learn from exceptional businesses with exceptionally practical knowledge—so that your teams might apply it to your own businesses.

Start-ups 98

Start-ups CX Technology Technology 98

Execs In The Know

MAY 6, 2022

New ideas that you can consider for your CX teams. Companies and contact centers are asking employees to come back to the office now that most “lockdowns” are over. Now used to the flexibility and convenience of remote work, many employees are resisting. Where employers are forcing compliance, employees are re-evaluating their choices, and many are making decisions to quit or try something new.

Contact Center 98

Contact Center CX Transformation Compliance NPS 98

TeamSupport

MAY 2, 2022

What makes customer support software great? These solutions require more than just dedicated customer support teams – without the necessary features, a ticketing software solution is hampering your efforts. Ticketing software goes far beyond just addressing customer issues, it forms the backbone of customer support operations. So what must-have features make a great customer support ticketing system that ensures success with your customers?

Customer Satisfaction 98

Customer Satisfaction Customer Service Customer Experience 98

Zonka Feedback

MAY 5, 2022

NPS® or Net Promoter Score® is more than just a score that shows your customers’ willingness to recommend your brand to others. It is the qualitative feedback that can help you understand ‘why’ your customers are or aren’t willing to promote your brand.

NPS 98

NPS Net Promoter Score 98

Speaker: Blackberry, OSS Consultants, & Revenera

Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?

Technology

CommBox

MAY 2, 2022

Google has recently released a new customer communication channel called Google Business Messages. This unique channel allows consumers to converse with businesses and organizations directly from Google Maps or search results while enjoying a seamless experience. And there’s a lot more to it. . In this guide, we’ll discuss the very basics of Google Business Messages to provide you with all the knowledge you need to get started: .

Start-ups 98

Start-ups CRM Engineering Omnichannel 98

Zendesk

MAY 5, 2022

Internal service for employees is just like customer service. The same rules apply: Make yourself available, answer questions, solve problems, and monitor feedback. Having a process for handling internal questions is one thing you can do to improve the employee experience at a time when workers are increasingly dissatisfied at work. Internal requests from corporate employees increased 31 percent last year.

Customer Service 98

Customer Service B2C Start-ups Legal 98

Heart of the Customer

MAY 6, 2022

We CX folks love to discuss measurement. If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go. Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs. That’s because we spend so many of our waking […]. The post How to Measure CX Impact appeared first on Heart of the Customer.

Net Promoter Score 78

Net Promoter Score CX Customer Journey Map NPS 78

Zonka Feedback

MAY 4, 2022

Customers are the lifeline of any business. If your customers are happy, they will give continuous revenue for your business. But if your customers are unhappy, it will be hard for your business to survive. So Customer Satisfaction is vital for your business to survive and run successfully.

Customer Feedback 98

Customer Feedback Customer Service Customer Satisfaction 98

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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper

CX

Beyond Philosophy

MAY 5, 2022

Have you ever heard of the Milgram experiment? This behavioral experiment tested whether one participant would deliver electric shocks to another participant at a fatal level even as they listened to the second participant’s screams of pain. Shockingly (ahem), they did. Luckily, no one died. The other participant was an actor, and the shrieks the first participant heard were recorded.

Net Promoter Score 78

Net Promoter Score Start-ups Retail Customer Satisfaction 78

CSAT.AI

MAY 5, 2022

The chatbot. These digital interface tools have become a familiar, sometimes funny, sometimes maddening part of online customer service. Even with the growth of AI there are many bad bots, but they do not have to crush good customer service. Bad Bots. Chatbots should take simple, repetitive customer service inquiries off the plates of agents, not drive customers crazy with a series of pointless, circular questions leading nowhere.

Customer Service 88

Customer Service AI CX Customer Expectations 88

Comm100

MAY 4, 2022

Credit union member expectations are changing and changing fast. While telephone and email were once the go-to support channels, today’s members now expect more. The only way to keep up and meet these expectations is through digital transformation. In this article, you’ll see why credit union digital transformation must be a priority and how credit unions can accelerate their digital transformation with the introduction of digital customer engagement software and tools.

Omnichannel 76

Omnichannel AI Artificial Intelligence Start-ups 76

Conversation Agent

MAY 5, 2022

“The philosopher's job is to be an interface between things that would not normally communicate with each other. We think about policies, strategies, business models, priorities: they are all open problems, where the philosopher has his perfect place.” Oxford University professor Luciano Floridi considers himself a digital philosopher. Digital communication has become a much greater part of our lives.

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Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

Retail

The DiJulius Group

MAY 3, 2022

A study by the Corporate Executive Board Company found that a company’s customer service may do more damage than good if the customer must put in a great deal of effort during the interaction. Annoying customer service is four times more likely to make customers disloyal instead of loyal. The Customer Effort Score (CES) is a. Read Full Article. The post Your Customer Service Maybe Hurting More Than it is Helping appeared first on The DiJulius Group.

Customer Service 69

Customer Service 69

Myra Golden Media

MAY 2, 2022

I sourced my subscribers for the most pressing de-escalation questions, and on Thursday, May 5th at 11:00 am ET, I’m answering questions live! Meet me there? Here’s the link for my live Q & A.

Customer Experience 62

Customer Experience 62

Shep Hyken

MAY 6, 2022

This week, we feature an article by Aamir Baloch, one of the Co-Founders at Odondo , where he obsesses over the details to deliver a strong and compelling proposition for each of his clients. He shares how you can improve your customer service strategy and team to take advantage of the benefits an exceptional customer service function has to offer. Before customer service outsourcing , there was once a time when customer service was largely limited to one-on-one phone calls.

Customer Service 65

Customer Service Omnichannel Social Media Construction 65

Doing CX Right

MAY 6, 2022

Adrian Swinscoe, CX visionary, and best-selling author explains how blockchain and related technology are impacting business success. Learn why and how to pivot your strategies to stand out from competitors. The post Planning For Cryptocurrency & New Technology To Enhance Customer Service Experiences appeared first on Doing CX Right.

Technology 64

Technology Technology Customer Service CX 64

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

CX