Customer Bliss

AUGUST 18, 2020

This is a guest post from Niraj Ranjan, CEO & CO-founder of Hiver – a Gmail-centric customer service solution. With over 1500 customers across 30 countries. Niraj’s focus with Hiver has been to empower companies to provide customer experiences that are more human and empathetic. . By Niraj Ranjan.

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Customer Service Blog Customers Interaction 252

Lumoa

JANUARY 5, 2023

Let’s face it – measuring customer satisfaction is no easy feat. It’s crucial to understand what your customers are thinking, but it can often be difficult to pin down the specifics of their opinions and experiences with your business. Why Is It Important to Measure Customer Satisfaction?

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Customer Satisfaction Measurement Feedback Metrics 83

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves. After a customer support issue has been resolved.

Feedback 101

Feedback Net Promoter Score NPS Customer Satisfaction 101

ClientSuccess

FEBRUARY 14, 2023

Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. Customers want to feel heard, understood, and supported – and empathy helps customer service teams meet those needs.

Customer Success 80

Customer Success Customer Journey Mapping Customer Confidence Blog 80

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Customer Success 90

Customer Success Management Social Media Sales 90

Michel Falcon Experience

APRIL 2, 2020

In this blog post, I will share the five steps to follow when it comes time to start rebuilding your team. I suggest creating four use cases: Regularity: customers come back at pre-event rates. 75-99%: customers come back but at a moderate rate. 50-75%: customers return but at a slow rate. Rebuild Your “People Assets”.

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Events Airlines Leadership Insurance 158

Customer Bliss

AUGUST 28, 2020

Over the past few months, I’ve been hosting live interviews with a range of C-Suite leaders on my LinkedIn and Twitter. We’ve had discussions about their role in developing a customer experience strategy within their organization or for other organizations, and about how they’ve had to recently pivot in their jobs.

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Roadmap Customer Journey Mapping Leadership Measurement 323

Daniel Group

APRIL 10, 2023

” The way you communicate with customers over the phone and in person. Too often, short shrift is given to this type of training, yet is essential for at least three reasons: Our research shows that effective communication often distinguishes between a great and a not-so-good customer experience. I was wrong.

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Customer Service Training 2023 Communication Blog 52

Michel Falcon Experience

APRIL 15, 2020

It’s this quote that is motivating me to write this blog post for you. In this blog post, I’m going to share: Stories of great companies and leaders who speak truthfully. During the interview process, I will probe for this by asking the candidate the following questions: What do you think of our interview process so far?

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Culture Hospitality Feedback Communication 103

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! My Comment: I’ve written about the difference between customer service and customer experience in the past. It’s not a department.

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2024 Article Customer Service Net Promoter Score 61

Daniel Group

APRIL 23, 2021

Want your Customer Feedback scores to go up by 6 points? I recently interviewed Paul Start, Market Growth Development Manager, Thomas Built Buses. In the interview, Paul reminds us that “Communication has to be proactive. Anytime a customer reaches out, it is usually a “fail” on our part.”

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Feedback Net Promoter Score B2C B2B 124

BirdEye

AUGUST 29, 2023

Happy customers build successful businesses. You can grow, scale, and develop your business if you understand your customers’ feelings about you. Great products, the best marketing campaigns, and the costliest ads are all playing second fiddle to the power of customer satisfaction. Why is customer satisfaction important?

Customer Satisfaction 98

Customer Satisfaction Social Media Omnichannel Net Promoter Score 98

Daniel Group

APRIL 13, 2022

This edition of Success Strategies focuses on growing your business through referral marketing with the foundation of excellent Customer Experience. You need to clearly understand how significant customer experience is to sales and marketing. Tip #3: Consider every touchpoint with the customer as essential. Lynn Daniel.

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Marketing B2B Feedback Sales 98

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

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2019 Blog E-support Chief Customer Officer 64

Experience Investigators by 360Connext

DECEMBER 5, 2014

Customers, and those of us who serve them, have one thing in common, no matter what the industry or situation. The most exciting companies change the game by innovating around their customer experience. They offer things we didn’t even know we wanted and provide service that exceeds our wildest expectations.

Social Media 244

Social Media Consulting Leadership Innovation 244

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves. After a customer support issue has been resolved.

Feedback 71

Feedback Net Promoter Score NPS Customer Satisfaction 71

Customer Bliss

OCTOBER 30, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. As we move past many of the traditional ways of interacting with companies, what we expect from the people across the chat-box, the sales counter, or the service desk has changed dramatically.

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Hotels Chief Customer Officer Social Media Books 256

Daniel Group

NOVEMBER 30, 2022

a referral from a satisfied customer or an existing customer who does not “shop” because of service and product quality). His latest book, Winning on Purpose, outlines the Earned Growth Rate metric, a simple metric that allows you to track the revenue you earn from excellent customer experience.

2022 98

2022 NPS Net Promoter Score Presentation 98

Daniel Group

NOVEMBER 10, 2023

Excellent CX is the key to keeping your customers loyal and having them become your best sales team by telling others about you. He found that the NPS question (how likely are you to recommend) was strongly correlated with several business outcomes, most notably business growth. I followed up with a three-part interview with him.

2024 52

2024 Net Promoter Score 2003 Sales 52

ShepHyken

JUNE 18, 2019

Does a Bad Customer Experience (CX) Really Matter? Learning to Ask the Questions That Matter the Most. Shep Hyken interviews Mary Drumond. The Interview with Mary Drumond: It’s important to look into the reasons why customers make their decisions. Why do companies with poor customer service continue to flourish?

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Poor Customer Service Feedback Customer Expectations Loyalty 105

ShepHyken

MAY 10, 2022

How to Use TikTok for Marketing and Customer Service. Shep Hyken interviews Dennis Yu, CEO BlitzMetrics and author of The Definitive Guide to TikTok Advertising: How to Access 1 Billion People in 10 Minutes! They discuss how businesses can use TikTok to promote their brand and enhance customer experience. New York Times

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2007 Advertising Social Media Definition 90

Totango

JANUARY 19, 2022

Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start. Top Skills Needed for All Customer Success Manager Jobs.

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Customer Success Management Social Media Article 102

Customers That Stick

OCTOBER 2, 2014

Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. Kate, what was your first job and what did you learn about customer service in it? Dealing with the public is great training for customer service. It makes or breaks customer experience.

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Workshop Customer Service Training Government Blog 152

SurveySparrow

APRIL 25, 2023

Are you looking to build a loyal customer base that will support your business for years to come? Then it’s time to focus on the customer experience and customer feedback survey questions. But how do you know if you’re providing the best possible experience for your customers?

Customer Experience 52

Customer Experience Net Promoter Score Feedback Social Media 52

BirdEye

APRIL 28, 2023

In this blog post, we’ll be discussing seven different strategies that can help you boost your business’s profits and get the most out of every client interaction. If your blog or guides aren’t generating consistent leads, it’s likely your content isn’t compelling enough to attract and retain visitors.

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Insurance Marketing Social Media Loyalty Programs 98

CSM Magazine

AUGUST 10, 2022

Customer service jobs are one of the most in-demand positions in today’s economy. However, there are certain factors to take into account before applying for any customer service job, especially if it involves talking with customers over the phone or online. Customer Service Job Description.

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Customer Service Customer Service Representative Customers Retail 52

SurveySensum

FEBRUARY 6, 2024

Launch cancellation surveys – a smart way to find out why customers say goodbye, but in a friendly and helpful way. A cancellation survey is a set of questions sent to users to determine why your customers are leaving. It usually starts with a simple question: “Why are you leaving?”

Feedback 52

Feedback Demo Insights User Experience 52

SurveySensum

OCTOBER 26, 2023

Paul’s online handcrafted jewelry store started seeing a decline in customer satisfaction and repeat purchases. So he started sending CSAT surveys after every purchase to his customers to learn about their shopping experience, product quality, and overall satisfaction. Why should you Measure Customer Satisfaction?

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Customer Satisfaction Metrics Measurement Net Promoter Score 52

2020 Research

NOVEMBER 1, 2022

Qualitative interviews provide in-depth insights from individual respondents, and are useful when follow-up or clarification is needed. Qualitative research uses in-depth interviews to gain rich non-numerical data from individuals. In this Article: When Should I Use Qualitative Interviews? Design Appropriate Questions.

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Consulting Books Insights Consumers 52

SurveySparrow

JULY 31, 2023

Did you know that listening to your customers can revolutionize your business? Your customers have the power to fine tune your business. By systematically gathering, analyzing, and managing customer feedback , businesses gain invaluable insights that fuel growth and enhance customer experiences. Let’s dive in!

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Voice of Customer Customer Success Net Promoter Score Social Media 52

2020 Research

OCTOBER 25, 2022

In this blog, discover the pros and cons of both digital and in-person qualitative research. Learn how to leverage both to retain loyal customers and gather actionable consumer insights. Some in-person methods include dyads and triads, in-depth interviews (IDIs), and focus groups. Moderators increase the cost of this research.

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Travel Banking Presentation Consumers 52

Michel Falcon Experience

AUGUST 17, 2016

Employee engagement software company, 15five, recently published a blog post covering some very interesting employee engagement trends for 2016. As the blog post suggests, there is an abundance of data and real-life case studies that suggest employee engagement can be a growth strategy for businesses of all sizes, across any industry. .

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Blog 2016 Engagement Webinar 127

SmartKarrot

FEBRUARY 12, 2021

The plethora of solutions or blogs may not be useful when it comes to gaining insight and knowledge. SaaS (software as a service) companies have seen an exponential growth in the business sphere. The 20 Best SaaS Blogs You Must Follow. Readers can access a wealth of industry news, latest trends, roundups, and interviews.

Blog 23

Blog B2B Social Media Metrics 23

BirdEye

SEPTEMBER 6, 2023

Knowing your customer is your business’s first and best competitive advantage. And that information comes from various sources, especially market research surveys, marketing surveys, and other customer surveys. Market survey questions can be about a company’s products or services, brand awareness, and customer experiences.

Marketing 59

Marketing NPS Advertising Brands 59

BirdEye

OCTOBER 11, 2023

Customer experience is much more than just a buzzword, especially in the insurance industry. And that is why it is time to understand the factors contributing to customer experience in the insurance industry. This blog post explores the importance and methods of delivering an exceptional customer experience to your clients.

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Insurance Customer Experience Social Media Omnichannel 111

Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

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Customer Centricity Voice of Customer Social Media NPS 169

BirdEye

DECEMBER 8, 2023

In this blog post, we’ll uncover the essentials of corporate reputation management and teach you how it impacts your online presence. Quality of products/services: Are the products and services you offer up to snuff? Customer satisfaction: This is about how well your company meets the needs and expectations of your customers.

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Management Social Media Brands Consulting 116