Inside Customer Service

MARCH 24, 2022

Many customer service employees automatically offer free or discounted food, products, or services when something goes wrong. Not happy with your car wash? Why do we give freebies to angry customers? Giving a customer a free cup of coffee to apologize for a long delay can be a small token of appreciation.

Start-ups 130

Start-ups Customer Service 130

Execs In The Know

MAY 22, 2023

The customer experience (CX) industry is a competitive and ever-evolving space, and many organizations struggle to stay ahead of the curve. For businesses that specialize in providing top-tier CX, staying on top of agent-focused employee experience is a priority. What does a positive agent-focused employee experience look like?

CX 64

CX Technology Technology Construction 64

Bill Quiseng

MARCH 15, 2022

In the past, businesses served to sell products or services to customers. Recently businesses served to satisfy customers. Satisfied customers feel service is good, not better, just average. And satisfied customers will leave when they find something better or less expensive. Nobody raves about average. has the answer.

Non-Profits 103

Non-Profits Hospitality Hospitality CX 103

Fonolo

JUNE 2, 2022

When companies start to bring diversity, equity, inclusivity, and accessibility to the forefront, it creates a work environment where all customers see themselves represented and agent engagement levels remain consistently high. It’s the simplest equation we know—happy agents = happy customers.

E-commerce 81

E-commerce Contact Center Start-ups Technology 81

Win the Customer

NOVEMBER 25, 2019

In today’s competitive marketplace, customer care isn’t merely an add on, it’s become an integral part of most business strategies. Entrepreneurs understand that high-quality customer care drives profits, increases customer satisfaction, and helps to secure and retain happy customers. . Here’s why.

Customer Satisfaction 111

Customer Satisfaction Customer Service 111

Fonolo

JUNE 2, 2022

When companies start to bring diversity, equity, inclusivity, and accessibility to the forefront, it creates a work environment where all customers see themselves represented and agent engagement levels remain consistently high. It’s the simplest equation we know—happy agents = happy customers.

E-commerce 67

E-commerce Contact Center Start-ups Technology 67

SurveySensum

SEPTEMBER 29, 2023

Your employees are the heart and soul of your business. They are the ones crafting your products, delivering your services, and acting as the vital link between you and your customers. Picture this: A disengaged employee, trudging through their workday, overwhelmed with stress, and struggling to maintain focus.

Customer Service 52

Customer Service Net Promoter Score Customer Satisfaction Touchpoint 52

Myra Golden Media

DECEMBER 15, 2017

Today I delivered a customer service workshop in Chicago. Perhaps, it might help some of you too, even though this is not my usual customer service focus. It’s common for employees to negotiate extra days or even weeks of vacation time as part of their compensation package. Learn more about me and customer service work here.

Customer Service 119

Customer Service 119

Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

Start-ups 167

Start-ups Customer Experience Customer Loyalty CX 167

Fonolo

MAY 27, 2021

Employee feedback is critical for businesses who want to understand their employees’ opinions and attitudes towards work, and improve their business policies and processes. Measuring engagement through surveys allows for employees to feel heard. Reward employees for participation. Shorter is better.

Construction 136

Construction Technology Technology Contact Center 136

CX Accelerator

DECEMBER 31, 2018

Naturally, an exceptional culture is the hardest thing to build, and equally as difficult to maintain. Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. Nate recently turned me onto OfficeVibe which can help you measure employee engagement.

Contact Center 244

Contact Center Sports Social Media Start-ups 244

Intercom, Inc.

JUNE 16, 2020

For nearly a century, companies held to the same principles for driving growth: deliver value to stakeholders and employees first, then to customers. The rise of the subscription model challenges businesses to place equal emphasis on conversion and retention , or risk spending themselves into oblivion.

Customer Loyalty 237

Customer Loyalty Social Media Gaming Customer Relationship 237

Beyond Philosophy

AUGUST 8, 2016

If they show up at your registration desk/exit row/car counter/hostess stand, how are you going to be deliberate about creating a great moment in their Customer Experience? With all this demand (and who can argue that customers can be demanding?), it is easy to forget the importance of creating an excellent Customer Experience.

CX 105

CX Entertainment Customer Experience 105

SurveySensum

NOVEMBER 15, 2023

You’re making waves in the industry, but here’s the scoop – you recently lost three of your high-value customers. But is there a way where you can gather feedback from users in a structured way and not only when you lose customers? They conduct regular customer surveys to gather feedback on their products and services.

Transportation 52

Transportation Customer Satisfaction Customer Survey Customer Feedback 52

CSAT.AI

JUNE 11, 2020

Changes in CX and EX in customer service have to come at the speed of change in the world as a whole. The Rise of CX, EX and Customer Expectations . It is no longer simply customer service. The awareness of the importance of customer experience and employee experience has caused the industry to be much more nuanced.

CX 52

CX Customer Service Contact Center Engineering 52

CSAT.AI

MARCH 11, 2020

(Coffee shops that don’t offer massive drink customization will be competing against many that do.) Changes in customer service have to come at the speed of change in the world as a whole. The Rise of CX, EX and Customer Expectations. It is no longer simply customer service. Is the coffee from Kenya, Columbia or Yemen?).

CX 52

CX Customer Service Engineering AI 52

SurveySensum

APRIL 16, 2024

From product managers and designers to developers and quality assurance testers, it involves cross-functional collaboration and clear communication to create great products that customers love. 45% of employees say poor communication damages trust. Customer feedback provides an outside perspective that internal teams often lack.

Construction 52

Construction Social Media Engineering Actionable Insights 52

Beyond Philosophy

FEBRUARY 10, 2016

#Hateselling announces there is a problem with your Customer Experience. Of the many ways a Customer feels when they interact with your organization that drive value for your bottom line, do you think “feeling hated” is one of them? He writes, “ You have to wonder about an industry that seems intent on making customers miserable.”.

Voice of the Customer 104

Voice of the Customer Customer Loyalty CX Customer Experience 104

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

Execs In The Know

MARCH 9, 2023

We’re back from an exciting, action-packed three days at Customer Response Summit (CRS) in Austin, TX, where we were Creating Moments That Matter with the Execs In The Know community. ” Delighting Across the Digital Experience How do you deliver personalization across multiple, sometimes intersecting, customer personas?

Social Media 97

Social Media Contact Center Hospitality Hospitality 97

InteractionMetrics

DECEMBER 8, 2023

Amazon’s Jeff Bezos famously quipped, “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000.” What’s Customer Feedback? Choose a particular aspect of the customer journey and focus on that. Why Is It Important?

Customer Feedback 52

Customer Feedback Construction Mystery Shopping Net Promoter Score 52

Provide Support

MAY 25, 2015

8 Tips to increase customer support staff productivity. The question of employee productivity has always been a major concern for any company that is trying to evolve and grow. It is obvious that stressed out employees’ performance would inevitably lead to decreased customer satisfaction and damaged company image.

Customer Service 89

Customer Service Customer Satisfaction 89

PeopleMetrics

AUGUST 18, 2014

In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. Be Nice to Your Customers. ” An Employee Team That Helps Each Other Out.

Customer Experience 112

Customer Experience Customer-Centric Organization Customer Feedback Sales 112

Intercom, Inc.

OCTOBER 26, 2020

Eoghan and his co-founders saw an opportunity to help online businesses connect easily and effectively with their customers. And with Intercom, I saw an opportunity to help online businesses just more easily and effectively connect to their customers and have a lot more fun doing it too. What was the motivation to build Intercom?

Innovation 211

Innovation Start-ups Engineering 211

SurveySensum

APRIL 1, 2024

Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand. Why is Customer Trust Important for Startup Brands? Transparency is equally vital.

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

Steven Van Belleghem

APRIL 16, 2020

Myth #1: customer centricity is asking customers what they want. Henry Ford’s quote “If I had asked my customers what they wanted they would have said faster horses” may be very old but it probably stuck around for a reason. But not all customer demands are realistic or even interesting for your other customers.

Social Media 52

Social Media Engineering CX Customer Experience 52

Beyond Philosophy

JULY 16, 2015

When you hear a person (read Customer) sigh, what do you think they are communicating? It happens with equal frequency in public and private, an indication that it might not be intentional communication (read: a subconscious reaction). Also, I am not always negative when I sigh—sometimes I am just happy or content. Frustration?

Net Promoter Score 134

Net Promoter Score CEM Customer Satisfaction Customer Experience 134

Qualtrics

JANUARY 15, 2019

The saying ‘happy employees equal happy customers’ is one of the biggest corporate cliches out there. But, there remains a lot of truth in the saying – so why is it that brands with the best customer experience (CX) start by mastering employee experience (EX) , and what’s their trick?

CX 51

CX Customer Journey Map Start-ups Customer Feedback 51

CommBox

DECEMBER 9, 2021

Acquiring new customers is an excellent way to increase sales and revenue. However, retaining the existing customers plays a significant role in generating more revenue. . There is no point in acquiring new customers when you don’t have proper customer retention strategies in place. What Is Customer Retention?

Customer Retention 52

Customer Retention Omnichannel CRM Customer Experience 52

Beyond Philosophy

NOVEMBER 12, 2015

In other words, rudeness spreads faster than a shampoo endorsement between friends in the 70s and it can destroy your Customer Experience. Their offended partner then took a spiteful action against them (there was a money split as part of the negotiation that could be equal, selfish, or spiteful.) Even when they aren’t. https://youtu.be/CvqYDjyQSvE.

CX 147

CX Customer Experience 147

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

CX 111

CX Customer Loyalty Customer Experience Customer Service 111

Beyond Philosophy

NOVEMBER 28, 2017

To offer a better gauge of perceived value and customer experience, and better understand purchase decision drivers, it was necessary to put greater emphasis on the emotional. In this post, we are addressing the perceived value influence of emotions and memory on b2b and b2c customers. Back to the Hierarchy. Frustrated. Disappointed.

E-commerce 83

E-commerce B2C Artificial Intelligence B2B 83

Qualtrics

JUNE 17, 2020

We know it instinctively, but the facts back it up: the employee experience (EX) is bettered by inclusion and diversity. Furthermore, companies with higher levels of gender diversity and with HR policies and practices that focus on gender diversity are linked to lower levels of employee turnover. Janet Ikpa. Dalana Brand. Tariq Meyers.

Education 61

Education Start-ups Gaming Customer Relationship 61

Zendesk

DECEMBER 21, 2021

Customer experience expectations are skyrocketing as we move out of the pandemic. 86 percent of buyers are willing to pay more now for a great customer experience and companies are taking notice. A huge part of the customer experience now takes place on social media and in more casual communication channels (i.e.

Sales 98

Sales Social Media CRM B2B 98

Zendesk

JANUARY 19, 2022

In a perfect world, every customer would be 100% happy with every purchase. While there’s no magic formula to guarantee customer happiness, new research shows how important of a role support agents play. Make up for it with excellent customer service and 74 percent of customers are willing to forgive and forget.

Sentiment Analysis 52

Sentiment Analysis Customer Service Start-ups Customer Satisfaction 52

Steven Van Belleghem

JUNE 22, 2020

Warby Parker is a true master of the customer journey, with flawlessly automated interactions, frictionless experiences combined with warm human interventions. This is the first blog in that series, explaining how Warby Parker became one of the most successful companies out there in the area of customer experience.

Customer Experience 52

Customer Experience Healthcare Start-ups NPS 52

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Just by using software, you can scale from one customer representative agent to one thousand and back again without dealing with any downtime. It ties up lines and makes the whole center fall behind.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334