Experience Investigators

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction. Employees deserve training.

Customer Experience 94

Customer Experience Net Promoter Score Customer Journey Map CX 94

Inside Customer Service

DECEMBER 22, 2022

The command center is staffed 24 hours per day with employees who keep an eye on the system's buses, light rail lines, and trains to ensure they're running on time and to detect problems as quickly as they happen. An unexpected mechanical issue prevented the train from leaving a stop. Isn't that what superheroes do?

Transportation 210

Transportation Construction Sales Customer Experience 210

Inside Customer Service

AUGUST 12, 2021

I’ve witnessed many treat employees as disposable commodities. They fail to provide any training or guidance and then fire employees the first time they do something wrong. Bad bosses all have one thing in common: they don’t give employees what they need to do a good job. This is a person who breaks the law. Remain silent.

Customer Service 181

Customer Service Contact Center 181

Execs In The Know

FEBRUARY 6, 2024

In today’s fast-evolving business landscape, the emergence of the experience economy and digital transformation has significantly altered how organizations interact with their customers and employees. Identifying the right technology support and listening to the voices of customers and employees are also key steps in this journey.

CX 102

CX Business Growth Technology Technology 102

Uniphore

JULY 1, 2021

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics, LLC, asks.

Social Media 218

Social Media Contact Center Customer Experience CX 218

Inside Customer Service

APRIL 15, 2021

An important client was paying me to facilitate a virtual session for its employees. To my surprise, a friendly employee quickly answered my technical support call. Fixing the issue gave me a strong sense of relief. My emotional need was to get relief from the anxiety the issue was causing me. A lot was riding on this.

Legal 249

Legal Customer Service 249

Inside Customer Service

JUNE 16, 2022

He worried that employees were too transactional and didn't work hard enough to retain customers. That's what the company called a customer service issue. It was "closed" when the rep figured they'd solved the customer's issue. Transactional behavior is often rooted in how employees are trained.

Customer Service 192

Customer Service Customer Retention Start-ups Customer Satisfaction 192

Inside Customer Service

DECEMBER 30, 2021

An employee approached us. This is the wrong line," said another employee “You need to be in that line,” pointing back to the line we just came from. Confused, we started going back to the first line when a third employee intervened. "No, The comedy club employees were just giving out misinformation.

Customer Service 147

Customer Service Sales Retail Start-ups 147

Inside Customer Service

APRIL 21, 2022

Unfortunately, none of his scripted troubleshooting steps fixed the issue. Saddling your employees with scripts like this is a terrible idea, though you might be scared to give them more independence. A third issue is scripts can be downright silly. What can you give your employees instead of scripts? How are you today?"

Customer Service 158

Customer Service Start-ups Customer Experience 158

Intercom, Inc.

NOVEMBER 2, 2021

That’s likely because there isn’t just one cause – the pandemic has pushed underlying issues to the surface, triggering a widespread re-evaluation of what’s important in our work lives. The data suggests bad management is a real and significant issue. They assume they’re not the problem, their employees are. It’s the managers.

Engineering 291

Engineering Construction Sports 291

Comm100

APRIL 2, 2024

This strategy is about more than just fixing issues; it’s about equipping your team with the tools, knowledge, and autonomy to address and resolve customer problems efficiently and effectively. A well-prepared team can reduce resolution times and increase customer satisfaction through their adept handling of issues.

Customer Satisfaction 89

Customer Satisfaction CRM Actionable Insights Social Media 89

Inside Customer Service

JULY 1, 2021

You have to walk the talk if you want your employees to be customer-focused. 1 Clarify your vision Give employees a customer service vision to follow. A vision gives employees clarity. 2 Share illustrative stories Help employees understand the right types of customer-focused behaviors by sharing illustrative stories.

Customer Service 208

Customer Service Contact Center 208

Intercom, Inc.

MAY 26, 2022

One way of gauging that is by surveying customers after they contact customer support to check if their issues were resolved. You could also track how often your first- or second-tier support personnel had to escalate customer issues, or how often the same customers contacted your support team with similar questions.

Net Promoter Score 210

Net Promoter Score Customer Satisfaction Customer Service 210

Customer Think

NOVEMBER 22, 2023

For your solutions serving their needs, their funding serves the needs of employees, partners, and investors. Inversely, customers’ hardships (lack of prosperity) are extra costs for you, either to resolve their issues or to expand sales with new customers. Customers’ prosperity is your path to prosperity.

CX 122

CX Sales Customer Experience 122

ECXO

MARCH 15, 2024

The fifth sin, dear reader, is neglecting employee experience. Businesses that prioritize their employees’ well-being, training, and development often find that this care and attention is reflected in the customer experience. The second sin is a lack of personalization. The fourth sin is inconsistency.

Customer Experience 95

Customer Experience Net Promoter Score VOC Innovation 95

Shep Hyken

JANUARY 11, 2023

And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). With the employment issues of the past two years, EX is as important, maybe even more so, than CX. But what about the employees’ needs? But employees do care.

Customer Experience 116

Customer Experience AI CX Technology 116

Intercom, Inc.

MAY 13, 2022

Workforce engagement management refers to the technology that companies use to increase engagement among their customer service employees. This includes employee training tools, tools that monitor employee interactions with customers, and tools or strategies that motivate employees.

Customer Service 118

Customer Service Customer Expectations Technology Technology 118

Execs In The Know

FEBRUARY 29, 2024

Most CX teams today have limited manpower to spare, which is why keeping focused on what matters the most — the needs, preferences, and emotions of your customers and employees can help you avoid potential pitfalls along the way. Consider the employee experience. Humor me for a second, and imagine your company is Homer’s Odysseus.

CX Transformation 99

CX Transformation CX VOE AI 99

Lumoa

APRIL 28, 2024

Higher Revenue: 64 % of customers will spend more if a business resolves their issues where they already are. Their versatile platform goes beyond CX and offers solutions for employee experience, market research, and product feedback. 78% of customers have backed out of a purchase due to a poor customer experience (CX).

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Experience Investigators

APRIL 9, 2024

On this episode of the Experience Action Podcast, we’re tackling a golden question: How do we get our customer-facing employees just as invested in the customer experience as we are? Let’s transform the frontline of your business into a powerhouse for customer loyalty.

CX 59

CX Customer Loyalty Customer Satisfaction Customer Experience 59

Intercom, Inc.

MAY 13, 2022

A help desk is a centralized department or group within a company – or in some cases an automated tool or software – that answers employee or customer questions, and helps to troubleshoot issues as they come up. . What does a help desk do? What makes a good help desk system? .

Customer Service 118

Customer Service Customer Experience 118

Lumoa

OCTOBER 24, 2023

Happiness-Contributing Experiences: Create and deliver meaningful and life-enriching products and services that make customers and employees feel empowered. When your approach to customer experience incorporates these three elements, customers and employees come away feeling pleasant and enriching emotions.

Net Promoter Score 83

Net Promoter Score Customer Experience NPS Healthcare 83

Shep Hyken

JANUARY 4, 2023

Companies Will Focus as Much – Maybe More – on Employees as They Do on Customers – With the employment issues that many companies are experiencing, we must do as much for our employees, if not more, than we do for our customers. Just as we want our customers to come back, we want our employees to stay.  .

Customer Service 124

Customer Service Customer Experience B2C B2B 124

Lumoa

OCTOBER 20, 2022

You can then address these issues head-on to prevent them from damaging your brand’s reputation. A Good Customer Experience Builds Customer Advocacy. Customer experience is an important factor in determining customer loyalty. Companies that rank the highest in customer experience surveys also have the highest scores for customer retention.

Customer Experience 122

Customer Experience Customer Retention Customer Satisfaction Retail 122

Zendesk

JANUARY 10, 2024

These figures provide information on team performance, employee engagement, and the organization’s overall productivity. This philosophy drives efficiency across departments, influencing everything from employee scheduling to future benchmarks and initiatives.

Net Promoter Score 52

Net Promoter Score Non-Profits Start-ups Customer Satisfaction 52

Beyond Philosophy

FEBRUARY 8, 2024

Listen to the podcast: Let’s begin this week’s issue with a test. I wanted to start this week’s issue with this exercise because it denotes the importance of language and the words we use. In my global Customer Experience Consultancy, I have trained countless employees on using the right types of language.

Start-ups 78

Start-ups Customer Experience 78

Beyond Philosophy

NOVEMBER 11, 2021

It would be best to understand the real issue the customer has. It’s likely not what they were saying is wrong with the product or how the employee screwed up the service. It’s likely not what they were saying is wrong with the product or how the employee screwed up the service. Empower your people. Be fast, stupid.

Social Media 153

Social Media Start-ups Gaming Customer Service 153

Zendesk

OCTOBER 19, 2023

A service desk chatbot can provide 24/7 support to employees and customers, quickly answering various queries, from internal IT requests to customer questions. Additionally, bots can help live agents by gathering important information related to the customer’s issue upfront, saving agents time and boosting their productivity.

Artificial Intelligence 52

Artificial Intelligence AI Start-ups Customer Satisfaction 52

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction.

Close the Loop 52

Close the Loop Start-ups Text Analytics Outlook 52

Zendesk

OCTOBER 25, 2023

What is AI for employee experience? AI for employee experience means leveraging artificial intelligence technology to improve all aspects of the employee journey, including onboarding, performance, development, support from internal service teams, and access to information to perform daily tasks.

AI 52

AI Sentiment Analysis Artificial Intelligence Start-ups 52

Fonolo

JULY 5, 2023

4 Ways Your Employees Impact Customer Perception Billionaire entrepreneur Richard Branson once said: “I have always believed that the way you treat your employees is the way they will treat your customers.” Here are four concrete ways employees impact your brand’s customer perception. Why is Customer Perception Important?

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

SurveySensum

FEBRUARY 26, 2024

Are you actively listening to the voices of your employees about your company? I’ve always believed in the power of employee feedback to drive business success. In fact, the cost of replacing an individual employee can range from 0.5 to 2 times the employee’s annual salary. But how to do that?

Text Analytics 52

Text Analytics Close the Loop Actionable Insights Start-ups 52

Win the Customer

DECEMBER 11, 2023

CES measures the level of effort required from the customer’s end to resolve an issue or complete a transaction. Strategies can then be formulated to proactively address these issues and retain valuable clientele. Employee Engagement and Satisfaction Happy employees often lead to happy customers.

Sentiment Analysis 69

Sentiment Analysis Net Promoter Score Predictive Analytics Customer Experience 69

Beyond Philosophy

AUGUST 11, 2022

When rescheduling a package that failed to deliver, a typo in the postal code ended up with him unable to use self-service, then spending half an hour trying to reach a human employee to remedy it. Moreover, the job is more complicated; many customers are impatient and angry, and these front-line employees have to deal with them all day.

Net Promoter Score 146

Net Promoter Score Gaming Customer Expectations Customer Service 146

Execs In The Know

MARCH 25, 2022

It requires a transformation in the way leaders plan, direct, and engage employees in their organization. Two key areas are central to a successful WFH Hybrid program: the employee experience and the technology that powers the work. Employee Experience Checklist. Let’s start with the employee experience checklist.

Voice of the Employee 98

Voice of the Employee Technology Technology Start-ups 98

SurveySensum

MARCH 4, 2024

Recognizing its potential impact on your employee experience and productivity, they decide to launch an employee feedback survey, urging open and honest communication. Doesn’t this make anonymous employee feedback sound absolutely integral to an organization? Let’s start with knowing what anonymous employee feedback is.

Start-ups 52

Start-ups Gaming Structured Data Construction 52

Fonolo

JANUARY 31, 2023

Contact center training in the most successful contact centers is an ongoing process — for every employee from the top down. Call center training is important because it’s part of your customer service plan – and part of a strong employee engagement plan. Include workshops and group activities as much as possible!

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141