Zendesk

DECEMBER 3, 2020

Crises occur when brands make controversial decisions or statements, have inappropriate or insensitive social media posts, or become the focus of negative customer feedback for any reason. It’s a lot of unhappy customers – maybe enough to become a trending topic, or a Guardian article, or a pronounced drop in stock price.

Social Media 95

Social Media Social Listening Start-ups Customer Feedback 95

Beyond Philosophy

MARCH 6, 2017

When we meet new clients at our customer experience consultancy, they often tell us they create value for their customers by offering low prices. They think “value” means “price,” and they believe that customers want to save money more than anything else. The ‘destroying cluster’ lurks at the low end of customer emotions.

Hospitality 118

Hospitality Hospitality Social Media Customer Loyalty 118

Zendesk

MAY 18, 2021

You can help avoid burnout with travel rewards such as: Hotel vouchers: Offer agents a two-night stay at a nationwide hotel so they can plan a weekend getaway. Tickets to shows or sporting events. Dangle a ticket to a sports game, and die-hard sports fans will go crazy.

Sales 52

Sales Sports Gaming Non-Profits 52

Zendesk

JULY 16, 2021

Messaging apps have the highest customer satisfaction rating of any support channel and their usage has skyrocketed. In fact, the volume of support tickets over WhatsApp alone jumped 101 percent in 2020, according to our 2021 Customer Experience Trends Report. billion users. Here’s what you need to know to get started.

E-commerce 105

E-commerce Start-ups CRM Customer Relationship 105

Steven Van Belleghem

OCTOBER 20, 2020

These super apps, like WeChat are a perfect example of a “zero effort” approach, as you can order tickets, buy a dress, reserve and pay for a restaurant and many more thing without leaving the one interface. Travel company Ctrip, too, offers an incredible variety of services all in the one interface of their app”, explained Pascal. “It’s

Hospitality 98

Hospitality Hospitality E-commerce Government 98

Zendesk

JUNE 15, 2023

As the face of an organization, customer service is a critical component of any business. With customer expectations constantly evolving, the role of customer service professionals has become increasingly complex, requiring a unique set of skills, knowledge, and expertise. Do: List your technical skills.

Customer Service 52

Customer Service Hospitality Hospitality Education 52

Fonolo

JUNE 10, 2021

Call center agents are customer service providers 24/7, which means they need to deal with customers with varying moods all day. And if managers aren’t paying attention, this dynamic can severely impact work performance, customer satisfaction, and other aspects of their operation. Call Center Monopoly.

Gaming 91

Gaming Contact Center Sales Sports 91

Intercom

MARCH 1, 2023

In today’s episode of Intercom on Product, Paul Adams , our Chief Product Officer, and I sat down to talk about our new product manifesto for the future of customer service and what it means for us. What’s your belief about the future of customer service? And that’s where our new manifesto comes in.

Customer Service 64

Customer Service Omnichannel Start-ups AI 64

Steven Van Belleghem

MAY 21, 2019

That’s 25 million rides a day and 400 million customers in 400 cities worldwide. The beauty of that is that they have more data at hand than all their competitors (75 terabytes of data per day, to be exact), allowing them to better understand customers, and what they expect from mobility.

Customer Experience 40

Customer Experience Transportation Innovation Start-ups 40

Comm100

MARCH 28, 2019

We all like to look at the positives within customer service – its ability to surprise, delight, and offer real help which makes people’s lives a little bit better. Disaster #1 – Agents Divorced From the Customer Expchaterience. But a lot can be learned from looking at the negatives too. This experience went public very quickly.

Start-ups 46

Start-ups Customer Expectations Customer Service Customer Experience 46

Comm100

MARCH 28, 2019

We all like to look at the positives within customer service – its ability to surprise, delight, and offer real help which makes people’s lives a little bit better. Disaster #1 – Agents Divorced From the Customer Expchaterience. But a lot can be learned from looking at the negatives too. This experience went public very quickly.

Start-ups 40

Start-ups Customer Expectations Customer Service Customer Experience 40

Shep Hyken

JULY 1, 2022

This week we feature an article by Prabhjinder Bedi, Chief Growth Officer at Tech Mahindra Business Process Services. He writes about the impact on the customer experience that metaverse will have on the travel industry and how customers and brands will navigate the new developments. ChatBots and AI.

E-commerce 69

E-commerce Social Media ML Touchpoint 69

SurveySensum

FEBRUARY 20, 2024

That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction? Because acquiring a new customer can cost five times more than retaining an existing one. So, what exactly is customer satisfaction?

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Omnichannel 52

SurveySensum

FEBRUARY 20, 2024

That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction? Because acquiring a new customer can cost five times more than retaining an existing one. So, what exactly is customer satisfaction?

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Omnichannel 52

Hodusoft

JANUARY 4, 2023

The CSAT: Measuring Customer Satisfaction in a Contact Center. For every complaint a contact center receives, there are around 26 clients who are dissatisfied with the service but prefer not to express their displeasure. We can call these customer satisfaction measures as customer experience (CX) metrics.

Contact Center 52

Contact Center Customer Satisfaction Net Promoter Score NPS 52

Intercom, Inc.

APRIL 15, 2021

And so naturally, he’s got some strong opinions about automation, AI, and how they can help you create better experiences for both potential and existing customers. Automation is a great way to improve your workflows and customer satisfaction, but only if it makes the customer journey easier. Put in the work with your customers.

AI 118

AI Start-ups B2B Predictive Analytics 118

Comm100

APRIL 25, 2018

Much has been studied, discussed and debated about keeping customers satisfied and loyal to your brand. In the past, people believed that providing a unique customer service experience was the key to customer loyalty. However, customers rarely frequent your business for exceptional customer experience.

Customer Loyalty 40

Customer Loyalty Touchpoint CRM Customer Service 40

Intercom, Inc.

OCTOBER 29, 2020

Here are a few quick takeaways: Focus on your customers. Make it easy for customers to talk to you, and vice versa. Frequent touch points and positive interactions will create strong relationships and build customer loyalty. One of the things that I really took away from all my years at Intuit was spending time with customers.

Start-ups 209

Start-ups Sports Engineering Artificial Intelligence 209

Intercom, Inc.

MARCH 22, 2018

Fast forward to today, and Eventbrite is the world’s largest self-service event ticketing and registration platform – processing more than 3 million tickets each week. Going back a bit, Brian was a co-founder at SkillSlate, a local services marketplaces similar to Thumbtack. We raised a $1.5-million

Start-ups 189

Start-ups Engineering B2C B2B 189