InMoment XI

APRIL 27, 2023

InMoment announced today new innovative capabilities in the award-winning XI Platform for clients around the globe. If you’re a client and want to talk to someone about the updates to the XI Platform, contact your account rep.

Innovation 260

Innovation Feedback Call Center Insights 260

Experience Investigators by 360Connext

MARCH 5, 2024

Ever felt like you’re walking a tightrope trying to satisfy high-maintenance clients while keeping your team’s spirits high? We’ll reveal how to navigate the customer journey with foresight and finesse, ensuring that your clients feel heard, valued, and—most importantly—cared for without draining your precious resources.

Customer Journey 143

Customer Journey Customers Communication Insights 143

InMoment XI

DECEMBER 13, 2021

About InMoment’s Market Research and Data Analytics Approach. With the help of our industry-leading data and research science capabilities, we’re able to help brands go beyond collecting data to reveal actionable intelligence that leads to Experience Improvement (XI). But what about the research strategy itself?

Marketing 493

Marketing Automotive Hospitality Social Media 493

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Be considerate about what roles they have to play in the transition. We have been in business for 30 years – on occasion, clients have made the decision to move work to a new partner.

Customer Care 177

Customer Care Document Sports Communication 177

BlueOcean

MARCH 7, 2024

Blue Ocean’s 2024 Stevie Award entry highlights the extraordinary partnership with their client, a national sports association that leads the US in governing and promoting one of the nation’s most well-loved sports. Since the beginning, I knew there was something unique about this company. We saw there was a true cultural fit.

2024 177

2024 Sales Customer Service Sports 177

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. You can also download our customizable RFP template here. What is unique about your agent training regimen?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

Experience Investigators by 360Connext

AUGUST 31, 2021

I talk and write a lot about customer feedback. If you’ve read my article on Listening Assessments or downloaded our free Customer Interview Guide resource , you know I love customer feedback that tells a story and contextualizes our other data. Ask: “What should we add to our service or products?”. More referrals?

Feedback 380

Feedback Reference Customers Loyalty 380

BlueOcean

FEBRUARY 14, 2024

That’s what has happened in the outsourced contact center space when it comes to SaaS clients — there’s been a metamorphosis from customer service cost center to customer success revenue protection and generation center. As mentioned, one of our SaaS clients began years ago as a Tier 1 tech support program. It’s possible.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

Experience Investigators by 360Connext

FEBRUARY 13, 2024

In this episode of Experience Action, we tackle the pressing issue of meeting and exceeding client expectations, even when industry woes like staff shortages and technology hiccups threaten to sink our ships. Take a seat with Jeannie Walters as we chart a course through the complex seas of customer experience management challenges.

Customer Expectations 143

Customer Expectations Customer Experience Management Loyalty Technology 143

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships. CRM is about managing the data and input from customers to help deliver on a Customer Experience Strategy. We approach this process with our clients through a Mindset/Strategy/Discipline approach.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Beyond Philosophy

APRIL 25, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. We love them in our news, in our dinner conversations, and even in our commercials. We love them in our news, in our dinner conversations, and even in our commercials.

Customer Engagement 78

Customer Engagement Engagement 2002 Workshop 78

Retently

AUGUST 23, 2023

One reason for this common misconception is that almost all of the content available both online and offline about NPS® is aimed at a B2C audience: Most NPS guides are written with B2C brands in mind, using terms like “customers” instead of “clients” or “accounts”.

Net Promoter Score 148

Net Promoter Score B2B B2C NPS 148

customer sure

MARCH 12, 2024

Our team have just returned from the Institute of Customer Service ’s Annual Conference. It’s vital that we stay in touch with our network, to learn from both the issues they’re facing in their businesses, and the solutions they’re putting in place. Almost every member of our team uses them daily. But it can help!

2024 62

2024 Customer Service Feedback Fashion 62

Retently

MAY 26, 2023

In this guide, we’ll look at several strategies you can use as a brand manager or customer success consultant to help your clients improve customer satisfaction and increase retention using Net Promoter Score. After you take on a new client and establish objectives, try sending out a Net Promoter Score survey using Retently NPS.

Net Promoter Score 146

Net Promoter Score Consulting NPS Customer Success 146

Daniel Group

APRIL 18, 2024

Our survey database has well over one million completed B2B customer surveys from customers in material handling, construction equipment, bus and truck, and various other industrial markets. In revisiting our interview history we discovered key metrics. A farmer filed a complaint about the product not working as promised.

Communication 98

Communication NPS Net Promoter Score 2008 98

CSM Magazine

MARCH 5, 2024

His leadership style aligns perfectly with Business Systems’ commitment to excellence and client satisfaction. The calibre of the team here at Business Systems, many of whom bring invaluable client-side experience, is impressive, and I am excited to inspire, nurture and empower them to continue pushing the boundaries of innovation.

Innovation 52

Innovation Banking Communication Financial 52

Retently

JULY 4, 2023

As a small, one-person business, you can benefit even more from using Net Promoter Score to assess client satisfaction. Here’s why: As an individual, you receive feedback directly from clients and can take action almost immediately. If a client is unhappy, you can reach out right away.

Net Promoter Score 158

Net Promoter Score NPS Multi-Channel Feedback 158

BirdEye

DECEMBER 8, 2023

The impact: Why your follow-up emails matter Crafting the perfect follow-up email: 6 best practices Critical elements of effective follow-up emails Examples of follow-up emails for different scenarios Follow-up email FAQs Streamline client communication with Birdeye What is a follow-up email? Need a quick answer? Thanks again for your time.

Demo 110

Demo Events Communication Feedback 110

ShepHyken

JANUARY 31, 2023

He found that it often doesn’t cost much more to upgrade. So, I started thinking about this advice and how we can apply it to the customer experience. Essentially, I was thinking that we can proactively give our customers a better experience by bumping our efforts up a notch. So, think about this for a moment.

Customer Service 138

Customer Service Hotels Customer Service Training Reference 138

Beyond Philosophy

MARCH 7, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. What brought this up was a podcast listener who had a pickle they wrote us about. She asked the right blokes about this one. Value is fundamental here. Do you mean advocacy?

ROI 78

ROI Return on Investment Measurement Customers 78

Magellan Solutions

SEPTEMBER 14, 2023

Inbound support services, such as inbound telemarketing and inbound call centers, serve as tools for improving client engagement. These services give the demands and desires of the client priority. They also make clients feel important and understood. It guarantees that clients get efficient and accurate advice.

Customer Engagement 98

Customer Engagement Engagement E-support Call Center 98

Gainsight

FEBRUARY 23, 2024

At Gainsight, we understand the vital role that customer education plays in driving sustainable growth and fostering strong relationships with our clients. That’s why we’ve made significant investments in our own customer education program, Gainsight University. And the results speak for themselves.

Net Promoter Score 52

Net Promoter Score NPS Metrics Culture 52

Beyond Philosophy

DECEMBER 8, 2023

During a recent discussion with a valued client, I uncovered an interesting revelation. In contrast, inertia is about automatic and habitual purchasing. In this episode, we talk about how to make this distinction. We also talk about how to develop strategies that nurture genuine customer loyalty. Check it out here.

Loyalty 88

Loyalty Airlines Workshop Consulting 88

Retently

MAY 2, 2023

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. At this stage, SaaS companies can identify any confusion about their product and address it via improved messaging and additional product information.

Customer Journey 146

Customer Journey NPS Demo Customer Satisfaction 146

BirdEye

NOVEMBER 10, 2023

Our recent webinar, aptly titled, ‘Efficiency Unleashed: Streamlining customer communications using AI,’ for Birdeye VIEW 2023, unveils a real-life success story that demonstrates the incredible impact of AI. Keys to generating reviews: Do a great job, make it easy for clients to review, and prompt them to leave feedback.

Communication 59

Communication 2023 Customers Insurance 59

Totango

NOVEMBER 15, 2023

We were recognized for our strength in end-to-end relationships, overall value, and leading features and functionality. Learn more about specific partnerships and integrations in our recent announcement. What our customers are saying With a trScore of 8.1 What our customers are saying With a trScore of 8.1

Customer Success 112

Customer Success 2023 Customer Satisfaction Demo 112

Beyond Philosophy

MARCH 22, 2024

” If we had a dollar for every time clients asked us this, we’d, well, have quite a few dollars. We all want a silver bullet solution that will fix our problems, whether for weight loss, financial growth, or, in Colin’s case, for playing the guitar. “What’s the one thing we need for a stellar Customer Experience ?”

Customer Experience 88

Customer Experience Financial Customers 88

Daniel Group

NOVEMBER 30, 2022

– The Daniel Group 2022 Client Conference. Our annual conference theme, Dollars & Sense, suggests the two primary foci of our conference: 1.) Most of our clients had a representative there; several had multiple attendees. The safety program was behavior-based and encouraged employees to talk about safety.

2022 98

2022 NPS Net Promoter Score Presentation 98

Beyond Philosophy

OCTOBER 5, 2023

Like many of you, our listener Brian Williams is grappling with the additional costs of doing business in our era of sustained inflation. He and his colleagues are in a pickle, and they asked for our help. So, naturally, they are concerned about this course of action, too. The exception is Southwest Airlines.

Airlines 151

Airlines Sports Books Consulting 151

Beyond Philosophy

MARCH 28, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” This question is one that many of my clients want to ask me.

Presentation 78

Presentation Hotels Culture Sales 78

Feedbackly

AUGUST 31, 2023

We like to think that our purchasing decisions are made with sound judgment. In reality, our emotions intercept our thought processes and our ability to make rational choices. That does not mean all our purchases are made without clear thinking. They are the force behind our reactions.

Customers 98

Customers Brands Loyalty Engagement 98

Magellan Solutions

JANUARY 24, 2024

Attention business owners: Are you looking to ensure your company is consistently accessible to your clients? Are you looking to ensure your company is consistently accessible to your clients? Our access answering service ensures that every call is responded to, giving your customers a positive experience.

Customer Service 52

Customer Service Customer Satisfaction Connections Interaction 52

One Millimeter Mindset

FEBRUARY 8, 2023

It is time to reset expectations about who you and I are actually meeting with. In my interactions with colleagues and clients, I realize that they do not seem to be the same people they were “before“ the events of the past few years. How about you? Do you work with colleagues and clients who now feel like strangers?

Consulting 91

Consulting Innovation Events Leadership 91

BirdEye

OCTOBER 11, 2023

Clients are more likely to recommend a company that can guide them in choosing the right insurance product for them and their families. This blog post explores the importance and methods of delivering an exceptional customer experience to your clients. Why is customer experience important in the insurance industry?

Insurance 111

Insurance Customer Experience Social Media Omnichannel 111

SurveySensum

JANUARY 25, 2024

Not too long ago, I completed a project for a client, and they were genuinely satisfied with our work. Their kind words about how much they liked our services got me thinking – could their happiness translate into more opportunities for me? We all know how powerful it is when someone spreads word-of-mouth about something.

Reference 52

Reference Insurance NPS Demo 52

BirdEye

FEBRUARY 29, 2024

Beyond just closing deals, they are critical in steering clients through significant life changes, a responsibility that demands trust and credibility. We’ve also talked about how Birdeye’s AI-powered review ecosystem helps your brand automate review management, derive key insights, and ensure memorable customer experiences.

Financial 59

Financial Communication Marketing Demo 59

BirdEye

OCTOBER 24, 2023

However, Birdeye’s experience and expertise put clients’ minds at ease. The Birdeye dashboard simplifies managing high-volume clients by surfacing insights. In this session, we will delve into the various complexities associated with growing an agency , ensuring every client is set up for success. It’s good to be here.

Healthcare 59

Healthcare Hospitality Consulting Retail 59