SurveySensum

MAY 9, 2024

Be Attentive Listen carefully and attentively to everything. The doctor listens and validates her concerns as she recounts her journey. Studies show that patients who have a good relationship with their doctors are more likely to follow their treatment plans, improving health outcomes and satisfaction.

Healthcare 52

Healthcare Non-Profits 52

Fonolo

MARCH 9, 2023

Nearly 2/3 of respondents said they felt rage. CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros identify pain points and reduce customer complaints in the contact center. The first study was done in 2003 — can you guess which direction the overall trend has headed since then?

Contact Center 87

Contact Center Omnichannel Sentiment Analysis Customer Satisfaction 87

Fonolo

APRIL 6, 2021

It is always best to personalize the benefits to match the unique circumstances of each individual customer, and doing this well requires listening to customers and then matching the right product. Why Active Listening is the Best Customer Service Skill. For example, let’s say you’re selling shampoo to an outdoor enthusiast.

Retail 126

Retail Customer Service Sales Contact Center 126

Totango

APRIL 4, 2024

Read on for three key takeaways from this discussion, or listen to the no-holds-barred conversation by watching the full webinar on-demand. If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Would everyone have the same goal, or would it vary from team to team?

Sales 89

Sales Start-ups Gaming Customer Satisfaction 89

Steven Van Belleghem

JUNE 6, 2023

Lead Companies with a successful customer centric culture – from Apple and Amazon to Starbucks and Glossier – stand out with these 2 things: they have a strong customer vision and leaders who show with their decisions and actions that they will always and forever put the customer first. But it’s not just any type of listening.

Construction 62

Construction Engineering Retail CX 62

Intercom, Inc.

FEBRUARY 12, 2018

There’s no easy answer, but the key to success lies in creating a repeatable process for generating demand. The only way to make sure your customers see your message is to understand their behaviors and mindset. There’s a strong parallel between surviving in the wild and starting a business. 1,000 or 10,000. So how do you build demand?

Artificial Intelligence 185

Artificial Intelligence Customer Acquisition Start-ups Manufacturing 185

CSAT.AI

JULY 13, 2022

Listen to the advice of some of the best. You want to be the best in your industry. Here are some aspirational customer experience quotes from the pros on practices to aim your business for the stars. Aim to Become the Standard. “If Build Relationships. “A © Ivaylo Sarayski Dreamstime. Please” and “Thank you” are not forbidden phrases.

Customer Experience 93

Customer Experience CXM Contact Center Innovation 93

ClientSuccess

FEBRUARY 24, 2021

Looking at the foundational or required skills of any CSM, ‘good listener’ is going to be on the list. While good CSMs can listen to customers and get things done, great CSMs understand on a deep level what a customer is actually asking for and work with the customer to move forward. What is active listening?

Start-ups 65

Start-ups 65

Taylor Reach Group

APRIL 8, 2021

Best in class contact centers, combine ‘Voice of the Customers’ along with ‘Compliance’ and ‘Quality Listening’ to gauge the quality of the contacts and plan proper coaching activities in order to improve the performance of each and everyone of their agents. By Turaj Seyrafiaan. Quality versus Efficiency? And the winner is …. But do they?

Contact Center 112

Contact Center Compliance Scorecard Start-ups 112

Inside Customer Service

MAY 13, 2021

Listening skills are also degraded when we're in a rush. Poor listening means missed opportunities to fully solve problems and prevent future calls. Repeat contacts drive a lot of volume. One analysis I did showed that a contact center with an 80 percent FCR could get 23 percent of its call volume from repeat calls!

Contact Center 148

Contact Center Start-ups Entertainment Social Media 148

Beyond Philosophy

MARCH 26, 2021

Rule #2: Define the actions that you need to take. Today, we will take a deeper dive into making your customers feel “Cared for” with the 5 Rules for Making Customers Feeling Cared For and Valued. Before we get into the rules, it’s essential to know what you’re aiming at and why.

Net Promoter Score 120

Net Promoter Score B2B Start-ups Customer Experience 120

ClientSuccess

OCTOBER 12, 2021

It requires one particular skill that, surprisingly, is harder to achieve than you may think: active listening. Customers need to listen to you as a CSM to learn more about the product, features, and partnership, but they also want you to listen intently to their issues, frustrations, and goals. Tips for active listening.

Start-ups 64

Start-ups Customer Loyalty 64

Beyond Philosophy

JUNE 25, 2020

Rule #2: Emotions create memories. However, these are big ideas about memory, and the purpose of my newsletter today is not to wax philosophical about how incredible and impactful memories are. Today, I intend to give you practical advice on how to make and manage customer memories. Emotions affect memory in a couple of ways.

Net Promoter Score 188

Net Promoter Score Entertainment Customer Loyalty Healthcare 188

Lumoa

APRIL 21, 2022

I’m an inventor Is no-one listening? Act 2 The Cost Centre Shuffle We know it’s hard, it’s really hard at times to see a light at the end of the tunnel. It was the most “liked” question during our recent webinar – “Using Insights to Hear Your Customers, Engage Your Employees, and Improve Your Profits”. What will your answer be?

Non-Profits 83

Non-Profits Customer Satisfaction Outlook Technology 83

Fonolo

NOVEMBER 16, 2017

Repeating Information Over and Over Again. The other angle to this problem is when you experience issue #2 and you have to repeat your entire story to the next agent. If callers have to spend another minute listening to Adele scream her heart out about bad break-ups they might just scream. Moving from Agent to Agent.

Contact Center 100

Contact Center Social Media Start-ups Customer Service 100

Experience Investigators

APRIL 11, 2023

Instead, listen for the stories your customers already have, and where your product might make their stories more interesting. My favorite thing to listen for is… “your product/service…helped us do…” This is usually something they FELT. Today’s assumption is that if you are a reputable bank, there is good security. So is that quality?

Customer Journey Map 59

Customer Journey Map B2B Invoicing Manufacturing 59

Myra Golden Media

FEBRUARY 15, 2019

Listen (Try to be fully present, listening without annoyance.). When your customer furiously tears in, not letting you pinch in so much as “um hmmm,” regain control using the Snatch and Flip technique. Here’s what you do. Identify the subject that has hacked the customer off. ” Steps one and two are easy.

Gaming 105

Gaming Customer Service 105

SurveySensum

DECEMBER 22, 2022

And not just that, an efficient VOC program helps you recognize what is working and what is not, identify the areas of improvement, and listen to and resolve customer issues in time. Repeat customers have been measured to spend an average of 67% more than new customers. Actively listen to your customers. So, what is VOC?

VOC 52

VOC Customer Retention Social Media Close the Loop 52

Myra Golden Media

MARCH 6, 2019

” Whilst a customer rants, listen and then label the emotion you’re seeing. While Kelly justifies his past actions, Gayle listens without interrupting or disputing, and instead, she responds, “Hmmm” and “Um hmmm.” The CBS This Morning crew stopped the interview to give R. Label Without Judgment.

Start-ups 94

Start-ups Customer Experience 94

Waypoint Group

MAY 24, 2022

Part 2 in the Series: Optimize Your Resources For Maximizing Lifetime Value. Catch Up With the New Realities: Leverage Marketing’s Win/Loss Framework to Accelerate Your Career. Our first in this series about Marketing’s need to rise to the “subscription economy challenge” focused on creating shareholder value through a focus on NRR.

Sales 52

Sales Start-ups VOC 52

SurveySensum

MARCH 14, 2024

And the key to improving it is by understanding your customers and listening to their voices via customer satisfaction surveys. ” 2. So, ask yourself this question – are you paying enough attention to them? Keeping them satisfied and engaged? If not, then you are missing out on A LOT! Well, let’s scroll down and find out!

Customer Satisfaction 52

Customer Satisfaction Text Analytics NPS Actionable Insights 52

InteractionMetrics

DECEMBER 8, 2023

How can we improve?”) So, when you reach out to your customers for feedback, show them you’re fully engaged and open to listening. Success Tip #2: T ry to eliminate all leading constructs from the questions you plan to ask customers in focus groups, interviews, surveys, etc. What’s Customer Feedback? Why Is It Important? They aren’t!

Customer Feedback 52

Customer Feedback Construction Mystery Shopping Net Promoter Score 52

Totango

MARCH 10, 2020

It is revealed in actions, repeated behaviors, and attitudes. Since enduring customer loyalty generates repeat renewals that are the lifeblood of subscription services, it’s critical to keep customers happy. Happiness is a measurable outcome. In the case of your customers, it’s most evident in their loyalty. Training materials.

Customer Experience 93

Customer Experience Customer Loyalty Customer Expectations Sales 93

SurveySensum

JULY 11, 2023

Because when you go in to order, the cashier greets you with a warm smile. As you sit down, the aroma of sizzling patties fills the air, and your mouth starts watering. Finally, your burger arrives, perfectly cooked and beautifully presented. You take a bite, and it’s pure heaven — the flavors explode in your mouth, making you crave more.

Customer Experience 83

Customer Experience Touchpoint Customer Retention Net Promoter Score 83

Beyond Philosophy

JUNE 2, 2022

On a recent podcast, one of our listeners contacted us with a Business Pickle with which he wanted our help. Bob has recently joined a company, managing the relationship of a large customer account with a long history with Bob’s company. So, today, I thought I would share the four things we advised Bob to do here on our NL, too.

Gaming 88

Gaming Social Media Start-ups CX 88

SurveySensum

AUGUST 4, 2023

IMPACT: This type of loyalty program aims to incentivize repeat purchases and encourage customer loyalty by offering tangible benefits for their continued loyalty. In today’s competitive marketplace, building strong customer loyalty has become a game-changer for retailers. billion in 2022 and is projected to grow from $6.47

Customer Loyalty 52

Customer Loyalty Retail Customer Feedback Text Analytics 52

PeopleMetrics

JULY 29, 2020

Repeating the same question many times , often phrased differently each time, will ensure your respondent has a poor experience taking your survey. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. I have been writing and taking surveys for 30+ years. Make the survey too long.

Net Promoter Score 71

Net Promoter Score CEM Business Administration Machine Learning 71

Zendesk

FEBRUARY 2, 2022

Things were quiet in the store, until the incident. It was a lazy Saturday morning, and I was shopping at a local boutique after grabbing my usual latte. While I browsed racks of fuzzy sweaters, a woman huffed to the checkout counter. Uh oh , I thought. Within moments, the woman was shouting at an employee. Workers are fed up with abuse.

Healthcare 97

Healthcare Start-ups Customer Service 97

Comm100

JANUARY 21, 2021

There are many digital customer service tools for small businesses to choose from, but there’s only one that stands out with real-time, accessible, and cost-effective support – and that’s live chat. How many channels offer as many benefits as live chat does for both the customer and business? We’ll get into this later). What is live chat? .

Social Media 98

Social Media Compliance Sales Customer Relationship Management 98

Beyond Philosophy

FEBRUARY 18, 2021

Once you repeat this cycle a couple of times, you have a habit. I love the structure of Duhigg’s cycle but I would add one more stage: Repeated Behavior. Rule #2: Understanding customer triggers. . I am not the only one; people have changed so many routines. We discussed habits on a recent podcast.

Start-ups 97

Start-ups Customer Experience Management Customer Experience CX 97

Fonolo

OCTOBER 27, 2020

As part of our State of the Contact Center in 2020 Industry Report , we asked industry leaders and influencers what surprised them the most about the pandemic. We were surprised at the similarities between each of their responses. The pandemic has forced a rapid change in an industry that has been long dragging its feet. Thomas Laird , CEO, Expivia.

Contact Center 147

Contact Center CX Innovation Technology 147

SurveySensum

JULY 13, 2023

Within 2 days the brand reached out to you to apologize for the packaging and ensured that they have taken actionable steps to ensure better packaging with all their products. Delivering exceptional customer experiences not only fosters customer loyalty but also generates positive word-of-mouth and drives sustainable growth for your business.

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySensum

JULY 13, 2023

Within 2 days the brand reached out to you to apologize for the packaging and ensured that they have taken actionable steps to ensure better packaging with all their products. Delivering exceptional customer experiences not only fosters customer loyalty but also generates positive word-of-mouth and drives sustainable growth for your business.

Retail 52

Retail Customer Experience Touchpoint Social Media 52

VOZIQ

APRIL 21, 2022

According to Gartner, as much as 80% of business information is in unstructured form. This information includes customer data captured from contact center agent notes, surveys, emails, chats, and web forms. Traditional customer retention strategies only use structured data because it’s easier for their models to understand and be trained with.

Unstructured Data 52

Unstructured Data Contact Center Text Analytics Customer Retention 52

SurveySensum

SEPTEMBER 21, 2023

There are two companies A and B having similar numbers of customers and both want to increase their business. Company A, decided to run a substantial marketing campaign, investing hundreds of dollars in hopes of acquiring new customers. Unfortunately, the campaign only yielded two customers, generating a total of $50 in business.

Customer Retention 52

Customer Retention Non-Profits Social Media Gaming 52

Comm100

JUNE 30, 2021

In other words, it can have a massive impact on your bottom line from first-time buyers and repeat customers. If you want to make sure that your customer service skills are up to par, then this article will help point you in the right direction. What exactly is customer service? Source: [link]. More on this next… .

Customer Service 52

Customer Service Customer Experience Social Media Start-ups 52

SurveySensum

JULY 10, 2023

If so, you must have experienced being recognized by Starbucks’ attentive staff and received your favorite chocolate cappuccino and delicious blueberry muffin within 15 minutes of settling into your meeting. And this VIP treatment leaves you delighted and eager to return. If not, then this blog is for you.

Retail 52

Retail Customer Service E-commerce Social Media 52