Customer Service Life

FEBRUARY 29, 2024

But here’s the thing — quality assurance is useless unless feedback is delivered to the contact center agent in a way that will help them improve their performance. Part 1 – Care about the human first Raise your hand if you’ve ever been guilty of diving right into the feedback portion of a conversation with an employee.

Contact Center 88

Contact Center Gaming Customer Service 88

Experience Investigators

SEPTEMBER 5, 2023

“We are dedicated to becoming a customer-centric company.” HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? 5 Steps to Take To Be More Customer-Centric 1. WHY is this idea of “customer-centricity” so challenging? Here’s your training guide.

Customer Journey Map 98

Customer Journey Map Customer-Centric Organization Start-ups Customer Feedback 98

Steven Van Belleghem

JANUARY 10, 2022

Customers don’t expect you to be perfect. Customers will never love a company until the employees love it first. If we consistently exceed the expectations of employees, they will consistently exceed the expectations of our customers. Customer service shouldn’t just be a department, it should be the entire company.

Customer Experience 125

Customer Experience Gaming Government Start-ups 125

Steven Van Belleghem

SEPTEMBER 5, 2022

Because “People will forget what you said, people will forget what you did, but people will never forget how you made them feel”, as the wise Maya Angelou once taught us. Customers only need to text “Insomnobot3000” from their mobile phones and then they can talk about whatever is on their mind.

CX 117

CX Gaming Start-ups Customer Feedback 117

Experience Investigators

JANUARY 24, 2023

Customer advisory boards (also known as CABs) can be a powerful tool for unlocking the potential of your relationships with customers. The very idea of a Customer Advisory Board – actual customers providing wisdom and feedback to literally advise your brand for the future – sounds like a win.

Start-ups 98

Start-ups B2C Construction Customer Feedback 98

Totango

MARCH 21, 2023

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Their discussion covered three key strategies for powering up customer success. Don’t forget to make your feedback scalable.

Customer Journey Map 80

Customer Journey Map NPS Touchpoint Start-ups 80

Steven Van Belleghem

OCTOBER 5, 2022

These are hard times for customers. Speed is of the essence in customer experience. If a company is highly hierarchical and controlling, employees will often be blocked from delivering a great customer experience. But I also believe that companies really can create ‘artificial’ serendipity to delight their customers.

CX 104

CX Customer Satisfaction AI Customer Experience 104

Fonolo

OCTOBER 5, 2021

You can see what your customers think about your contact center by determining your Net Promoter Score (NPS). Creating a Customer Service Strategy That Drives Business Growth. Creating a Customer Service Strategy That Drives Business Growth. The Secret Sauce for Increasing Customer Happiness. How is NPS calculated?

Net Promoter Score 153

Net Promoter Score NPS Contact Center Business Growth 153

Execs In The Know

FEBRUARY 29, 2024

And if customer experience (CX) transformation is your odyssey, it would serve you well to remember that the journey, if not carefully navigated, can be fraught with tunnel-visioned Cyclops, time-eating Lotus Eaters, and the seductive Siren calls of newly hyped technologies. Humor me for a second, and imagine your company is Homer’s Odysseus.

CX Transformation 99

CX Transformation CX VOE AI 99

SurveySensum

JANUARY 10, 2024

They were asking for feedback on their products. Like many others, this company was passionate about improving its services and relied on customer feedback. But don’t worry; this blog will provide you with the worst and best times to send a survey so that you can evaluate your strategies and gather authentic customer feedback.

NPS 52

NPS Customer Feedback CX Text Analytics 52

SurveySensum

JULY 17, 2023

Creating a memorable retail shopping experience, both online and in-store, is like taking your customer on an amazing trip so that even after the trip is over they always come back for more. They offer an innovative shopping experience by providing in-store test zones where customers can try out sports equipment before making a purchase.

Retail 52

Retail Customer Experience Sports Touchpoint 52

SurveySensum

JULY 17, 2023

Creating a memorable retail shopping experience, both online and in-store, is like taking your customer on an amazing trip so that even after the trip is over they always come back for more. They offer an innovative shopping experience by providing in-store test zones where customers can try out sports equipment before making a purchase.

Retail 52

Retail Customer Experience Sports Touchpoint 52

Lumoa

MARCH 8, 2023

In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. Delivering top-notch CX increases customer loyalty and enhances brand reputation, which can boost revenue. Here are the key takeaways from the webinar.

CX 83

CX Customer Satisfaction Customer Feedback Customer Loyalty 83

SurveySensum

NOVEMBER 22, 2023

Do you know that 88% of online customers don’t return to a website after a poor user experience? Through website feedback – a compass guiding you toward satisfied customers and higher profits. Through website feedback – a compass guiding you toward satisfied customers and higher profits.

E-commerce 52

E-commerce Social Media Construction Customer Feedback 52

ClientSuccess

MARCH 22, 2022

NPS, or Net Promoter Score, is one of the industry-leading measurements of customer satisfaction out there. Try saying “let us know your feedback” or “what do you think?” Give users a chance to provide more feedback if they want. Once a customer submits their survey, ask if they have any additional feedback.

NPS 79

NPS Net Promoter Score Customer Satisfaction 79

Fonolo

JANUARY 28, 2021

Looking for a secret weapon to improve customer perception? So how can contact center managers help your business shine in the eyes of your customers? FACT: ‘ Customer perception ’ is a term used to describe a consumer or a group of consumers’ thoughts and feelings about a company. We have some fascinating insights — read on!

Contact Center 175

Contact Center Customer Satisfaction CX Sales 175

Fonolo

MARCH 30, 2020

How do you as a call center manager help your team transition from office to home, while keeping performance on track and dealing with a wave of newly-remote customers? Get Virtually Constant Feedback. Finally, get constant feedback from start to finish. The other way to monitor your agents is through your customers.

Contact Center 133

Contact Center Start-ups Gaming Technology 133

Lumoa

FEBRUARY 16, 2023

It’s important for your business to understand your customers. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. One of the best analysis techniques available is the voice of customer (VoC) template. Business owners have always sought out customer opinions.

VOC 94

VOC Unstructured Data Customer Feedback Net Promoter Score 94

Lumoa

JANUARY 5, 2023

Let’s face it – measuring customer satisfaction is no easy feat. It’s crucial to understand what your customers are thinking, but it can often be difficult to pin down the specifics of their opinions and experiences with your business. Why Is It Important to Measure Customer Satisfaction?

Customer Satisfaction 83

Customer Satisfaction Customer Feedback Close the Loop Customer Experience 83

SurveySensum

OCTOBER 18, 2023

Did you know that a remarkable 77% of customers hold brands in higher esteem when they actively seek and diligently apply valuable customer feedback? But what is customer feedback and why is it so important? This is a great channel for customer to share their thoughts and experience with your brand.

Customer Feedback 52

Customer Feedback Social Media Customer Satisfaction Customer Expectations 52

SurveySensum

MARCH 14, 2024

Did you know that 90% of customers say that their buying decisions are influenced by online reviews? 90%, that’s almost all your customers. After working in the CX industry for over 10 years, this much is clear to me – customer satisfaction is THE MOST important pillarstone of your business. ” 2.

Customer Satisfaction 52

Customer Satisfaction Text Analytics NPS Actionable Insights 52

SurveySensum

NOVEMBER 29, 2023

Do you know how can you convert your mobile users to customers? To do that you should launch in app customer feedback with the help of a robust in app feedback tool that enables you to create in-app surveys , distribute them on multiple channels, and analyze them in real-time. What is in-app customer feedback?

Customer Feedback 52

Customer Feedback Touchpoint Customer Expectations Customer Experience 52

Intercom, Inc.

DECEMBER 21, 2021

It has often felt like a year we’d rather forget, even if it turns out to be a year we’ll long remember. We have accelerated through many years of progress as if we’re living in a time-lapse – and now more than ever before, forging strong, personal relationships with your customers online is the key to survival and growth.

Innovation 196

Innovation Engineering Entertainment Start-ups 196

SurveySensum

JULY 9, 2021

I have seen many businesses wonder, ‘How can we build better rapport with our customers?’ But, the most important question is, ‘Do they really know their customers?’. Customers buy from companies they trust and connect with emotionally. or ‘How can we ask them to trust us?’ All of this and much more to improve their bottom line.

Social Media 98

Social Media NPS Start-ups Customer Loyalty 98

CommBox

JANUARY 4, 2022

Customer experience is one of the most important factors in business success. According to Deloitte, a whopping 88% of businesses are now prioritizing customer experience in their contact centers. And on top of that, over two-thirds compete with customer experience as their primary basis. What does all of this mean?

Customer Experience 105

Customer Experience Social Media Entertainment Sales 105

SurveySensum

MARCH 21, 2024

If your customers are looking for Sedan cars and you are selling them SUVs then of course they won’t buy from you! Customer Personas! 63% of marketers create content based on customer personas to enhance their strategies! This can help you to know your customers deeply and plan and design product strategies accordingly.

Social Media 52

Social Media Retail Text Analytics Construction 52

Experience Investigators

FEBRUARY 7, 2023

How do you treat your customers after they leave? Customers appreciate being treated like loyal customers. In fact, organizations that invest in successful customer loyalty programs increase revenue up to 2.5 So why should customer experience leaders care about customers who are no longer customers??

Social Media 122

Social Media CRM Start-ups Customer Loyalty 122

Customer Bliss

JANUARY 28, 2021

Customer experience employees are at the frontlines of every company. It recharges teams to think critically in a new way and serve their customers most effectively. Remember To Serve Your Team and Customers Authentically. Foster an open space where team members can share ideas freely, and feedback can be welcomed with interest.

CX 101

CX Touchpoint Engineering Technology 101

SurveySensum

DECEMBER 18, 2023

In today’s highly competitive business landscape, companies that prioritize customer feedback are more likely to stay ahead of the curve and meet the evolving expectations of their customers As a business owner, I was so focused on what I thought was suitable for my product that I forgot to notice customer feedback.

Customer Feedback 52

Customer Feedback Construction Start-ups CX 52

Zendesk

MARCH 7, 2024

Businesses today walk on a tightrope when it comes to customer service and efficiency. Businesses can use WFO to optimize their operations, customer experience (CX) , and balance sheet simultaneously. It can also ensure that agents deliver an outstanding customer experience time after time.

AI 52

AI Customer Satisfaction CX Construction 52

Intercom, Inc.

OCTOBER 15, 2018

Last week, we released our intelligent bot, Answer Bot , which helps you provide instant resolutions to customers by automating answers to their common questions. A simple but very effective way of helping customers with what they need is to embed an article within the response Answer Bot sends. That’s where the Coda app comes in.

Start-ups 123

Start-ups Sales 123

Fonolo

SEPTEMBER 20, 2022

When it comes to delivering great customer service, call center agents need some essential soft skills that may not have been listed on their resumés. Unlike the hard skills or technical skills required to operate call center technology, soft skills relate more to an agent’s demeanor during a customer interaction.

Scorecard 141

Scorecard Contact Center Gaming Start-ups 141

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. We will also consider how AI algorithms are used to process customer data patterns to predict their service requirements – dealing with issues before they even arise.

Customer Service 84

Customer Service Predictive Analytics AI Artificial Intelligence 84

SurveySensum

JANUARY 18, 2024

Especially when those survey forms feel like exam question papers rather than quick feedback forms. I recently bought a new smartphone and received a customer satisfaction survey. Are they gathering feedback or testing my vocabulary? I recently had an awful experience! ” Seriously? The result?

Customer Survey 52

Customer Survey Close the Loop Start-ups Text Analytics 52

Lumoa

FEBRUARY 13, 2018

There's a company X that collects customer feedback. on a scale from 0 to 10) " after each customer purchase or interaction. The company X doesn't ask why the customers are giving the score. The company X started to contact its customers and finally ask why. So, what is the right way to collect customer feedback ?

Customer Feedback 118

Customer Feedback Net Promoter Score NPS VOC 118

Fonolo

SEPTEMBER 21, 2023

TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat). Surveying your agents and gaining qualitative feedback can help you identify gaps in your operational processes, especially when compared with quantitative data.

Net Promoter Score 87

Net Promoter Score Contact Center Scorecard Construction 87

ClientSuccess

NOVEMBER 15, 2022

Customer success managers have their work cut out for them when it comes to retaining and growing customers. It takes a lot of hard work to draw customers into your company in the first place, so you must work to keep those customers more than satisfied once they decide to work with you. Set Expectations with Customers.

Invoicing 74

Invoicing Legal Social Media Finance 74