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guides customer-satisfaction-guide 
Aquire
NOVEMBER 11, 2021
Every business covets customer satisfaction — after all, they want to know their customers are happy with them. Some customers swear by your brand, some are indifferent, and others want nothing more than to yell at you (and even spread their disapproval across their network). What is customer satisfaction?
Help Scout
AUGUST 22, 2023
Done right, customer satisfaction surveys can increase revenue, boost loyalty, and lower churn. We share everything you need to know to get it right. Read the full article
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How Retailers Are Transforming Customer Experiences with Data & AI
Turn Payments Into Personalization: Unlock the Value of Transaction Data
Zonka Feedback
FEBRUARY 19, 2024
With customer expectations soaring high and businesses becoming more customer-centric, understanding the why behind every feedback response is paramount.
Help Scout
AUGUST 22, 2023
Customer satisfaction score is an excellent baseline metric for customer experience. Learn why it’s important and how to use it effectively. Read the full article
Knowmax
DECEMBER 7, 2020
Customer Satisfaction: A complete guide to your success.
Inside Customer Service
MAY 11, 2023
You've sent your team through customer service training. This guide can help you. I've repeatedly used them to demonstrate the impact of customer service training to executives. Why evaluate customer service training? Here's a step-by-step guide. Improve customer service" is too vague. Improve what, exactly?
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Beyond Philosophy
FEBRUARY 23, 2024
So, how can businesses leverage these insights into payment methods to assist customers in handling their emotional response to spending? Mental Accounting plays a pivotal role in how customers navigate their emotions regarding spending. 21:08 We explore how financing in the mix can change the spending experience for customers.
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Inside Customer Service
OCTOBER 12, 2023
Imagine two customers call a contact center at the same time. The two reps taking their respective calls follow the same routine: Listen to the customer Apologize for the issue Solve the problem The only difference is how each rep communicates. Why do customers prefer concrete language? Both reps apologized to the customer.
Helpt
FEBRUARY 2, 2024
You had some issue with a product, you picked up the phone and dialed the customer support line, you explained your situation to the first agent, they didn’t know the answer so they sent you to another agent, you explain the situation again, rinse and repeat until eventually, someone gives you answer.
Inside Customer Service
JUNE 16, 2022
The vice president was talking about his company's customer service team. His primary concern was customer retention. He worried that employees were too transactional and didn't work hard enough to retain customers. Customer service reps didn't always see the big picture. "I want them to be more proactive."
192 
C3Centricity
MARCH 12, 2024
The answer is that a business can benefit from technology in this digital age to attract high-quality traffic and engage customers effectively. This guide is for all executives who recognize the critical role that strategic, data-driven customer engagement plays in their company’s success.
TeamSupport
APRIL 10, 2024
Arobust client support software solution, TeamSupport is uniquely positioned to help agents manage post-sale customer interactions with finesse, ensuring businesses not only retain their customers but also cultivate relationships based on trust and satisfaction.
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Inside Customer Service
FEBRUARY 18, 2021
The CEO loses interest and announces a customer experience initiative. Never mind that nobody quite knows where service culture ends and customer experience begins. Your organization can't be customer-focused if your leaders can't focus. How rushing hurts customer-focus My neighbor was in a hurry to get to work one day.
Fonolo
SEPTEMBER 14, 2021
Your call center’s customer service strategy dictates customer loyalty, agent satisfaction, and company growth. No matter what product or service you offer, your approach needs to be nothing short of “customer-obsessed.”. READ THE FULL GUIDE: Creating a Customer Service Strategy That Drives Business Growth.
142 
Taylor Reach Group
MAY 11, 2021
This is particularly enhanced in Call Centre Operations because, from a customer perspective, all interactions are moments of truth as customers decide whether their service experience is consistent with the brand image. While Guiding Principles can be developed in isolation (i.e. What are Guiding Principles?
145 
Inside Customer Service
NOVEMBER 9, 2023
A customer calls your company for service. The survey is intended to evaluate overall customer service and the individual rep's performance. It works by tapping into your existing data to answer a fundamental question: Is the customer happier at the end of the contact than they were at the beginning?
214 
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. The results point to three ways that companies can immediately improve their customer experience. #1 You have to repeat your story three times when calling customer service.
Execs In The Know
MARCH 31, 2024
During her keynote address at Customer Response Summit (CRS) in Tucson, Tracy Sedlak, Senior Vice President of Customer Success at Offerpad and Execs In The Know Board Member, tackled the pivotal aspects of CX and the Voice of the Customer (VOC), weaving together insights and strategies critical for leadership.
Inside Customer Service
APRIL 27, 2023
Do your customer service goals inspire the team? This post outlines the three elements of the FIT goal model, how to use it, and why it's so effective at motivating customer service employees. Types of customer service goals Generally speaking, there are three common types of customer service goals. Intrinsic motivation.
Comm100
APRIL 2, 2024
Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.
C3Centricity
APRIL 9, 2024
Understanding the Landscape of B2B vs. B2C Marketing At the heart of all effective marketing strategies lies the principle of satisfaction and connection. It involves understanding the needs, desires, and behaviours of your customers/consumers/clients (C³ – now you know where our company name comes from!)
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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. In this guide, we cover workforce management in detail so you can traverse the tightrope of your day-to-day operations.
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Comm100
OCTOBER 17, 2023
Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?
Lumoa
JANUARY 15, 2024
When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience. But it also allows agents to handle several customer queries at once.
ECXO
JUNE 11, 2023
Is your customer data out of date? Create a customer persona – creating a persona will help you tailor your messaging and design to meet the needs of your target audience. Create a customer persona – creating a persona will help you tailor your messaging and design to meet the needs of your target audience. This is urgent.
130 
Hodusoft
JULY 19, 2023
In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls.
98 
Fonolo
AUGUST 17, 2021
To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. The Executive Guide to Improving 6 Call Center Metrics.
Intercom, Inc.
JANUARY 25, 2023
Every SaaS business faces the same challenge: how to get new customers to realize the value their product can deliver, as quickly as possible. With that in mind, simple, effective onboarding is a must-have within any product, and a crucial element of customer adoption and retention. Why Checklists? We knew we could do better.
129 
Fonolo
MARCH 25, 2021
We’ve all heard about customer satisfaction. But have you considered the impact of your agent satisfaction? If you don’t know the state of your agents’ satisfaction levels, it can be difficult to create positive change. Why should you measure agent satisfaction? How do I measure agent satisfaction?
147 
Execs In The Know
APRIL 14, 2024
Lovevery , the acclaimed subscription-based early learning brand, is featured in an interview with Emily Sarver, the Vice President of Customer Experience. A People-First Mentality In the full article, Emily shares the foundational principles that guide Lovevery’s customer experience strategy. Read the full interview here.
Intercom, Inc.
MARCH 16, 2021
Today, customer expectations are at an all-time high. A proactive customer support approach is the key to regaining control. But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need. Download The Ultimate Guide to Conversational Support.
201 
Fonolo
SEPTEMBER 28, 2022
Every call center knows customer feedback is precious. That’s why we invest staff, time, and technology budgets into call center software and organic outreach to learn how customers feel about the service they receive. Keep reading—we’ll guide you through everything you need to know to write a successful after-call survey!
Zendesk
MARCH 18, 2024
It is a known fact that the employee experience drives the customer experience. Without employees to build the products, sell the products, service the products, or deliver the services, you have no customer experience. Employee experience is mission critical to delivering a great customer experience – and your agents get it.
Totango
AUGUST 23, 2022
B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Customer service.
115 
ClearAction
AUGUST 19, 2020
Customer Experience Indexes: Modern Thinking Lynn Hunsaker. Why are customer experience indexes powerful? An index is like an executive summary of your voice of the customer research. Each index conveys value as seen by your company or by your customers. Implies customer behavior’s value to your company.
Fonolo
NOVEMBER 22, 2022
This is especially true for contact center and customer service professionals – after all, customer behavior is constantly shifting, and it’s critical for businesses to meet their expectations. The Manager’s Guide to Call Center Gamification. Udemy: Call/Contact Center Management, The Essential Guide.
147 
Fonolo
FEBRUARY 7, 2023
A commitment to care for your personal well-being is above and beyond the customer service you might usually expect from a financial institution. But for almost 100 years, Hawaii State Federal Credit Union has been guided by this founding principal as they do business with – and care for – their 120,000 members.
140 
Win the Customer
DECEMBER 11, 2023
In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. Net Promoter Score (NPS) A fundamental metric, NPS reflects the likelihood of customers recommending your brand to others.
VOZIQ
AUGUST 13, 2023
Customer-obsessed businesses have one focus, a happy customer, and we have some books that show how much-satisfied customers contribute to the company’s overall growth. Here’s our pick of the quarter; let’s begin with an insightful book that delved deep into customer research.
Fonolo
SEPTEMBER 9, 2021
As a call center leader, you have one main goal — to grow your long-term customer base. To do that, you need to keep your customers happy. Call center performance is heavily weighed on customer satisfaction; so, the importance of a customer service strategy is undeniable. Customer service: then vs. now.
108 
Fonolo
JUNE 22, 2021
Despite advancements in customer service technology and automation, one thing hasn’t changed: people remain fundamental to the success of a contact center. Human customer service agents and their knowledge, capacity to troubleshoot, and empathetic nature ensure they will always be a necessity when it comes to assisting customers.
151 
Hodusoft
MAY 10, 2023
11 Must Know Call Center Terminologies- A Guide! In today’s business landscape, call centers serve as the primary channel for communication with customers, providing them with product and service information and support. This also leads to improved customer satisfaction and increased loyalty. between 2021 and 2026.
100 
SurveySensum
FEBRUARY 5, 2024
Forget clunky interfaces and confusing navigation—we’ll paint your SaaS with shades of intuitive guidance, emotional resonance, and user satisfaction. Navigating the User Flow Color is your secret navigation map, easily guiding users through your SaaS interface. Use calming blues to guide them. Let’s begin.
52 
ECXO
MARCH 20, 2024
Unlock the magic of positive language and elevate CX to the next level Today, we’ll be exploring the fascinating world of language and its impact on customer interactions. This is particularly true in the world of Customer Success, where the language used can frame the entirety of a customer’s experience.
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