Comm100

DECEMBER 8, 2020

What is a Chatbot? The technical side of chatbot implementation is now easier than ever, no matter what type of landing page builder you used, you can integrate Chatbot programs into your website to guide visitors through the site and toward a purchase. Their secret weapon is Natural Language Processing or NLP for short.

Customer Satisfaction 53

Customer Satisfaction Blog Customer Service Representative Social Media 53

Beyond Philosophy

MAY 16, 2016

I am about to reveal the secret to being happy at work. Happiness is a topic that gets a lot of discussion. It’s so important that Thomas Jefferson wrote it into the founding fathers’ missive telling (Mad) King George off, declaring that life, liberty, and the pursuit of happiness is an inalienable right.

2016 0

2016 Consulting Measurement Books 0

Beyond Philosophy

OCTOBER 20, 2014

Toxic employees are people who poison the culture at work. There is another group, however, that is far more sinister than these loud mouthed bad apples: The secretly toxic employees. What makes a toxic employee? Toxic Employees Are Contagious You know the old saying that, “Misery loves company?”

Culture 117

Culture CEM Employee Experience Reference 117

SurveySensum

JULY 11, 2023

This delightful experience, my friend, is what we call customer experience (CX). Before we move ahead, let’s understand – What is customer experience? When you have a fantastic experience, like at McDonald’s, you feel happy, satisfied, and eager to return. This is what brands want. This makes you a loyal customer.

Brands 83

Brands Customer Experience Rewards Programs Touchpoint 83

Experience Investigators by 360Connext

JANUARY 5, 2015

Employee Turnover, meet Churn Rate. It turns out, their employee turnover rate was becoming startling. What’s more, they started realizing that while they excelled at acquiring new customers, they weren’t great at keeping them. The following is a Best of 360Connext post. We have a saying around here.

Leadership 307

Leadership Consulting User Experience Loyalty 307

Beyond Philosophy

AUGUST 16, 2017

Are you wild about what you do or simply content in your position? In our global Customer Experience consultancy, we find most employees fall into one of five commitment categories for employees. Employee Ambassadors (Advocates). Employee Saboteurs. Employee Saboteurs: These are your toxic employees.

2015 140

2015 Consulting Presentation Webinar 140

LiveChat

MAY 25, 2018

4 years ago, I was given the challenge to write my first article for the LiveChat Blog. What came to my mind was that customers behave like kids sometimes. I shared this idea with my colleagues from the content team, and they were outraged: “What? That’s what I believed and I followed through with it.

Blog 66

Blog Social Media Article 2017 66

Beyond Philosophy

JUNE 18, 2015

Many of us would like to know the secret to lasting happiness. Dr. Thomas Gilovich, a professor at Cornell University, believes that material items might provide happiness—but it doesn’t last. There is lasting happiness to be found from shopping, although it doesn’t involve stuff. But science might prove that it doesn’t.

Loyalty Programs 159

Loyalty Programs B2C 2015 Hotels 159

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Customers expect better and faster pre and post purchase services.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Investigators by 360Connext

JUNE 1, 2017

Yes, those moments of delight can create great stories of loyalty, but what all of us are seeking as customers are simple ways to get what we need. Stop discounting the connection between your employees “Net Promoter Score” and how your customers feel about your brand. And yet…so much has already happened.

Net Promoter Score 165

Net Promoter Score Innovation Culture NPS 165

Beyond Philosophy

NOVEMBER 21, 2016

What Is Value Creation at the Customer Level? Let’s back up a bit and talk about what it means to create value for customers. But companies don’t just create value by accident. Those who do it best embrace a strategy that puts value into the very fabric of corporate culture. Now I’m more likely to buy my car from you.

Books 0

Books Culture Consulting Definition 0

Customers That Stick

DECEMBER 15, 2014

If you read our December 11 blog post , you know that we recently conducted a survey of consumer attitudes on holiday shopping. If you read our December 11 blog post , you know that we recently conducted a survey of consumer attitudes on holiday shopping. So what should organizational leaders take away from this survey?

Contact Center 126

Contact Center Document 2014 Social Media 126

CSM Magazine

MAY 16, 2023

You want a partnership: a team of agents and managers that you would have been happy to hire. If this sounds far from what you’ve experienced, you may wonder if it’s even possible to have this type of outsourcing solution. When selecting a contact center to assist your company, you want more than outsourced services.

Contact Center 52

Contact Center Retail Leadership Culture 52

Gainsight

NOVEMBER 20, 2019

In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. Blogs for Product Managers. Nudge: Improving Decisions About Health, Wealth, and Happiness — Richard Thaler and Cass R.

Books 80

Books Blog Management Leadership 80

Beyond Philosophy

NOVEMBER 2, 2014

Toxic employees are people who poison the culture at work. There is another group, however, that is far more sinister than these loud mouthed bad apples: The secretly toxic employees. What makes a toxic employee? More arguments between employees. Toxic Employees Are Contagious. Loss of morale.

Culture 75

Culture Employee Experience Reference Books 75

Beyond Philosophy

NOVEMBER 22, 2017

What about the car dealership that forces you to haggle over price to the point where you don’t even want a new car anymore? We find out where we disagree and what we are doing that is annoying to the other person. Organizations love to talk about building relationships with customers. Let’s take my marriage as an example. Compromise.

Customer Relationships 135

Customer Relationships Airlines Customers Consulting 135

Call Experts

FEBRUARY 19, 2020

What is customer experience? A great example is when a company wants to deliver a specific message to their customers, and what customers receive is very different. To understand how customers feel about your business, observe how customers talk about your brand and what they share with their friends. Customer Perception.

Customer Experience 80

Customer Experience Contact Center Call Center 2018 80

BirdEye

MAY 30, 2023

Table of contents What is competitive benchmarking? Competitive benchmarking versus competitive analysis Best practices for competitive benchmarking Competitive benchmarking benefits Best competitive benchmarking metrics FAQs about competitive benchmarking What is competitive benchmarking?

Social Media 98

Social Media Metrics Advertising Measurement 98

Lumoa

DECEMBER 19, 2023

The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis. Customer feedback is a precious resource for understanding what’s effective and what needs improvement. Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly?

Social Media 83

Social Media Feedback Banking Automotive 83

Call Experts

MARCH 5, 2020

The number one rule for any business is to keep your customers happy! But, only part of the job is providing excellent services; the other key to keeping your customers happy is outstanding customer support. Every plumber or home services professional knows how important it is to deliver high-quality services.

Contact Center 80

Contact Center Call Center 2018 Customer Journey Mapping 80

Beyond Philosophy

AUGUST 21, 2017

So, some years ago, as a new senior manager, I asked my boss to explain what my responsibilities would be after a company reorganization. That wasn’t what I wanted to hear, but in retrospect it was excellent advice that helped me learn to handle uncertain situations. I wanted to know, with absolute certainty. Be flexible.

Healthcare 141

Healthcare Consulting Measurement Webinar 141

Call Experts

JUNE 5, 2019

There is a connection between employee experiences and customer experiences. Upset or frustrated employees are likely to affect your business and lead to unsatisfied customers. Confident, happy, and proud employees are going to serve customers with pleasurable experiences ensuring that they return soon and make future purchases.

Employee Experience 60

Employee Experience Connections Customer Experience Call Center 60

SurveySparrow

SEPTEMBER 26, 2023

But, have you ever wondered what makes the world of utilities tick? In this blog, we’ll look into the secrets of customer experience in utilities- from the latest trends shaping the industry to effective strategies for enhancing utility services. What Are Utilities? So, what exactly are utilities, you might ask.

Customer Experience 52

Customer Experience E-support E Commerce Customer Satisfaction 52

Stella Connect

OCTOBER 14, 2021

As I have done this, I have discovered the secret ingredient of the best contact centers from an employee and customer perspective that puts them apart from others: empathy. Empathy is what makes a contact center experience fantastic, the kind that leads to good reviews, high Net Promoter Scores (NPS), and return business.

Contact Center 52

Contact Center Net Promoter Score NPS Call Center 52

Beyond Philosophy

JULY 27, 2016

and then, they carry on doing what they always did! Because the employees have only been given the job description, what we want them to achieve in their daily work. First, Give Employees the Goal. When you are designing an improved Customer Experience, you start by defining what emotion you want your customers to feel.

Net Promoter Score 112

Net Promoter Score Call Center Books Consulting 112

Beyond Philosophy

AUGUST 8, 2016

However, if you separate the “what” of the experience from the “how” you can improve it. In the example video above, his delivery is not about the “what’”, which in this case is communicating a routine safety demo. EQ is a vital skill for customer-facing employees. Happy employees make happy vacationers.

Hotels 105

Hotels Demo Entertainment Consulting 105

Call Experts

JANUARY 29, 2020

Often, companies use analytics and dashboards to optimize programs, create custom reports, understand team workflows, analyze different trends, and keep the team focussed and happy. On-call dashboard: Manage, review, and change your on-call calendar based on shift, title, employee ID number, holiday, and more.

Customer Experience 78

Customer Experience Contact Center Call Center 2018 78

Beyond Philosophy

DECEMBER 5, 2017

A new study by Calabrio reports that the majority of call center employees don’t feel trained to handle customer problems, making their jobs stressful and demotivating. Chances are your call center employees feel the same way—especially if you train like most companies do. Why Am I Not Surprised? Design, Then Disseminate.

Call Center 111

Call Center 2017 Contact Center Consulting 111

SurveySparrow

JULY 26, 2023

But what exactly is VOC, and how does it work its magic? In this blog, we will delve into VOC solutions, exploring their importance, top features, benefits, and real-life applications. In this blog, we will delve into VOC solutions, exploring their importance, top features, benefits, and real-life applications.

Voice of Customer 52

Voice of Customer Social Media Competitive Advantage Customer Centricity 52

Lumoa

JANUARY 24, 2024

I remember spending over 40 minutes trying to get change for a €20 bill in Paris until a kind stranger finally understood what I was asking for. Satisfied customers are also paying customers, so keeping them happy also helps your bottom line. Have you ever traveled to a country where you didn’t speak the language?

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

Beyond Philosophy

JUNE 15, 2023

What matters is the brand in your customers’ minds, memories, thoughts, and emotions. It wasn’t a secret either; Samsung featured this fact in their ads. However, this part isn’t relevant to customers. Forming an attachment is vital, here, establishing an Emotional Bank account. Deliver on your promises.

Brands 145

Brands Banking Insurance Connections 145

Call Experts

DECEMBER 28, 2018

Impact and purpose are significant drivers of employee satisfaction and retention. Compensation is not the only way to keep employees happy with their job. . When your team is happy, they ensure a better customer experience for your clients. Be strategic about how to make your employees feel a sense of purpose.

Call Center 56

Call Center 2018 Contact Center Culture 56

Michel Falcon Experience

OCTOBER 23, 2014

Southwest Airlines taught me that you must first begin with your employee’s experience. Southwest Airlines taught me that you must first begin with your employee’s experience. Now, what I learned next is where the dollars come into play. Consider me a capitalist. Let me introduce you to the Experience Academy.

2015 154

2015 Competitive Advantage Employee Experience Customer Retention 154

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience.

Employee Experience 71

Employee Experience Culture Customer Centricity Engagement 71

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Tune in to learn more! Creating Loyalty that Lasts.

ROI 143

ROI Books Customers Definition 143

SurveySparrow

FEBRUARY 22, 2024

Customer Support and Feedback Tools: Listening and Responding to Customer Needs THE key to successful customer retention is listening to what they say. They can analyze the purchase history, preferences, and behavior of a customer to understand what their interests are. Customer retention is one of the crucial aspects of business.

Customer Retention 52

Customer Retention 2024 E-support Loyalty Programs 52

ijgolding

JANUARY 30, 2017

I want to start this blog post by asking a rather profound question: Are you happy? However, very often, the people I meet are anything but happy – especially when it comes to the working aspect of their lives. Whether you feel that these three words constitute a profound question or not, have a think about it for a moment.

Customer Experience 88

Customer Experience Return on Investment Travel Customers 88