Callminer

SEPTEMBER 19, 2018

In fact, the report reveals that 68% of customers are very or extremely likely to switch suppliers if they have a bad experience with a call centre. This means call centre agents need to be very effective at handling customers who arrive with issues. The total who say they are planning to switch is 62%.

Customer Experience 140

Customer Experience 140

Beyond Philosophy

DECEMBER 10, 2018

But they keep coming, despite the fact that social media offers much better tools for learning what customers are thinking. An important principle in both marketing and customer experience is that you should listen to your customers. Customers feel valued because you value their opinion. They have gotten annoying.

Social Media 158

Social Media Hospitality Hospitality Customer Survey 158

Callminer

NOVEMBER 7, 2018

The CallMiner Index survey uncovered that consumers want to stay loyal, but are ‘forced’ to switch because of bad or ineffective supplier practices. Below are some stats from the report.

182

182

RateMyService

JUNE 27, 2022

This article was written by Rose Muthami , Customer Experience and Relations Manager at AAR insurance Kenya. Real-time surveys (while the experience is still fresh in the customers’ minds) encourage better engagement and response rates than periodical surveys. Don’t just survey your customers. Access the original article here.

Net Promoter Score 52

Net Promoter Score Data Mining Social Media Touchpoint 52

ClientSuccess

FEBRUARY 24, 2021

Looking at the foundational or required skills of any CSM, ‘good listener’ is going to be on the list. Customers – especially those working with a SaaS vendor – are known to be extremely vocal about many things, good and bad alike. What is active listening? How to become an active listening expert.

Start-ups 65

Start-ups 65

Help Scout

AUGUST 22, 2023

Compare the merits of focusing on internal innovation to the insights to be gained from customer feedback. Read the full article

Innovation 92

Innovation Customer Feedback 92

Totango

JUNE 12, 2020

Here are 5 ways to practice more effective listening skills whether you’re meeting with customers, partners, or teammates, especially during virtual meet-ups. . Manage chat time by leading with listening. . Watch your speaking to listening ratio. Aim for 80% listening and 20% speaking. But who’s got the time?

Start-ups 62

Start-ups 62

Callminer

OCTOBER 31, 2016

In today’s customer landscape, the “customer experience” has evolved from a buzzword to a top priority for any organization regularly interfacing with customers. And for good reason: Research shows customer satisfaction has the power to create happy and loyal customers, in addition to directly impacting the bottom line.

Customer Satisfaction 140

Customer Satisfaction Customer Experience 140

Experience Investigators

JULY 12, 2022

What does building a Voice of The Customer (VoC) program from the ground up look like? Typically, it’ll start with a general plan on how an organization is going to gather customer feedback — a plan that typically includes Customer Listening Posts. What are Customer Listening Posts?

VOC 52

VOC Close the Loop Social Media Voice of the Customer 52

Customer Think

SEPTEMBER 22, 2023

The rapid growth of SaaS providers and managed services providers (MSPs) have fundamentally shifted the way that business-to-business (b2b) commerce is conducted and have heightened the expectations customers have from their providers.

B2B 78

B2B 78

SurveySensum

MARCH 3, 2022

11 best Voice of the Customer tools to listen to your customers effectively. Studies state that companies still find it difficult to stand out in the competition based on the customer experience they provide. As per Gartner Group, 89% of the companies still compete to stay on top in the minds of customers. .

Voice of the Customer 52

Voice of the Customer Sentiment Analysis VOC Close the Loop 52

Customer Bliss

JANUARY 12, 2016

A customer listening path unites leaders and the organization in understanding experiences that impact customer growth or loss. Customer Listening Requires Agreement on Your Customer Journey Stages. As you build out your listening path, your customer journey provides the frame for storytelling.

Social Media 48

Social Media Gaming Customer Survey CX 48

Doing CX Right

AUGUST 6, 2020

He asked me thought-provoking questions about customer experiences and leadership at rapid speed. Other than work harder, have a great attitude and care for customers, what advice or insight would you give to other business leaders? The post Do You Listen To Your Customers & Employees? Tell us about your first job.

CX 52

CX Customer Experience 52

Callminer

SEPTEMBER 18, 2018

The CallMiner Index UK uncovered that call centres play a pivotal role in a consumer’s decision to switch their suppliers or stay loyal.

182

182

RateMyService

JUNE 27, 2022

This article was written by Rose Muthami , Customer Experience and Relations Manager at AAR insurance Kenya. Real-time surveys (while the experience is still fresh in the customers’ minds) encourage better engagement and response rates than periodical surveys. Don’t just survey your customers. Access the original article here.

Net Promoter Score 52

Net Promoter Score Data Mining Social Media Touchpoint 52

Provide Support

JULY 26, 2017

How to listen to your customers. Many companies tend to focus too much on the service or product they provide and forget about listening to their customers. However, it is easier to reach it when we listen to our customers and understand their needs. Inevitably, this results in revenue and profit reduction.

Customer Service 56

Customer Service Customer Experience 56

Customer Think

FEBRUARY 6, 2022

Two years after a pandemic sent more consumers online than ever, 76 percent are now banking on their mobile devices and 82 percent use digital payments – it’s not clear their financial institutions are taking full advantage. According to a survey by FICO, while 86 percent of consumers report being satisfied with their banks, 34 […].

Technology 102

Technology Technology Customer Experience 102

ClearAction

DECEMBER 28, 2017

The Art of Listening: A Key to Customer-Centricity Lynn Hunsaker. Curiosity is the key to great listening skills that improve customer experience. When you’re truly curious about your customer’s opinions, expectations and requests, you’ll find the customer to be more pleasant, interesting and fulfilling to you as well.

Customer Experience 72

Customer Experience Customer Service 72

Customer Bliss

JANUARY 12, 2016

A customer listening path unites leaders and the organization in understanding experiences that impact customer growth or loss. Customer Listening Requires Agreement on Your Customer Journey Stages. As you build out your listening path, your customer journey provides the frame for storytelling.

Social Media 44

Social Media Gaming Customer Survey CX 44

Customer Bliss

MARCH 30, 2016

In order to understand how customer-focused companies design processes for listening to customers, we need to start by thinking about the three types of listening: Unaided or volunteer listening. Aided listening. Experiential listening. Design better customer experiences from listening to customers.

Social Media 78

Social Media Engineering Retail Business Growth 78

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. In this “My Rock, My Story,” Aisling Hassell , Head of International Customer Experience at Airbnb , shares how her team works together in the customer listening process to establish a baseline before setting targets for metrics goals.

Net Promoter Score 81

Net Promoter Score NPS Start-ups Gaming 81

Fonolo

AUGUST 13, 2019

Advances in Artificial Intelligence (AI) are changing interactions between customers and brands and are allowing many of these processes to become automated. But how do we educate ourselves on current customer service practices when the rate of change is near impossible to keep up with? Repeat Customer. The Intuitive Customer.

Customer Service 108

Customer Service Artificial Intelligence Retail Education 108

Zendesk

MARCH 16, 2021

Customer experience (CX) has become the business strategy, and with good reason. 75% of customers will spend more to buy from an organization that treats them well, according to the 2021 Zendesk Customer Experience Trends Report. Customer data has become an incredibly powerful CX tool. Why is data transparency important?

Government 75

Government CX Innovation Customer Experience 75

Customer Bliss

APRIL 27, 2016

Research indicates that, if you want people to listen to you, you typically need four elements taking place: That’s: Authority, or your knowledge and expertise in an area. Education, or your background and ‘vetting’ This four-pronged model is based on getting others to listen to you. Practice active listening.

Social Media 69

Social Media Start-ups Education Customer Loyalty 69

Customer Bliss

APRIL 27, 2018

Just like that full-to-the-brim closet you’ve been ignoring, the customer listening data you’ve collected can pile up until it’s more a nuisance than it is informative. Let’s talk about de-cluttering your customer listening! 8 Steps to De-Clutter Your Customer Listening Data.

Social Media 72

Social Media Start-ups NPS Customer Satisfaction 72

Inside Customer Service

MARCH 14, 2024

Even worse, using learning styles can have a negative impact on your customer service training. Someone who prefers listening, for example, doesn't actually learn better if you focus on explaining concepts rather than showing them visuals. Imagine you are delivering a training module on listening to customers.

Customer Service 245

Customer Service 245

Waypoint Group

SEPTEMBER 4, 2019

The conversation with Steve yielded some fascinating insights into not only the process of active listening through survey tools, but the beneficial outcomes and potential ROI. He related to Steve an experience he had had recently while working with customer team (not just the primary contact).

Net Promoter Score 40

Net Promoter Score Construction B2B Start-ups 40

Customers That Stick

MARCH 20, 2016

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 112

Customer Service 112

Customer Bliss

AUGUST 18, 2015

To enable a new state of customer listening, take these three actions: 1. Collect feedback from multiple sources to tell the comprehensive story of customers’ lives. Issues and opportunities will always be in reference to customers when they are presented by the stage of the experience. There is power in convergence.

Gaming 86

Gaming 86

CX Accelerator

NOVEMBER 7, 2023

Surely customer support could help me sort this out. It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. Give inconsistent or incorrect answers to customers. 10) shut down customer support channels for cost rather than customer choice.

Net Promoter Score 316

Net Promoter Score Legal Construction Social Media 316

Callminer

AUGUST 14, 2023

Voice of the customer analytics is crucial for businesses to gather insightful customer feedback, utilizing strategies such as surveys, social media listening, in-app reviews, live chat, and more.

Social Media 324

Social Media Voice of the Customer Customer Feedback 324

Callminer

NOVEMBER 7, 2021

We recently announced our LISTEN 2021 Award winners, including seven LISTEN 2021 Analyst Award winners, and Top Partner and Top Customer of the Year. Read the blog to learn about the recipients.

418

418

Inside Customer Service

APRIL 11, 2024

This training plan is for customer service managers and trainers. It helps you use the Customer Service Foundations course on LinkedIn Learning with your team. It also helps experienced customer service pros refresh their skills. Access to Customer Service Foundations for all participants. Step 1: Create a training plan.

Customer Service 220

Customer Service Start-ups Customer Expectations 220

Inside Customer Service

AUGUST 10, 2023

You want your team to grow their customer service skills. My advice is to focus on three fundamentals: Rapport Listening Problem-solving These skills are the foundation of consistently great service. Rapport Skills Building rapport is the process of getting customers to know, like, and trust you. True rapport must be genuine.

Customer Service 199

Customer Service Start-ups 199

Customer Bliss

APRIL 30, 2015

The information your customers give you includes the broken things blocking your customer reliability. Optimizing customer feedback is one of the most straightforward ways to garner the momentum for customer focus, yet most companies don’t do it in an organized way. You have the information right at your fingertips.

Customer Feedback 78

Customer Feedback Start-ups Customer Experience 78

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Make no mistake.

Social Media 345

Social Media VOC VOE Contact Center 345

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? Alton uses general language.

Customer Satisfaction 226

Customer Satisfaction Contact Center Start-ups Retail 226