Stella Connect

DECEMBER 9, 2021

Colin has written seven bestselling books on Customer experience is the co-host of the highly successful Intuitive Customer podcast. The most important thing I have learned in the last fifteen years is customer loyalty is a function of memory. This is your remembering self. Everything!

ROI 85

ROI 2022 Customer Service Customer Satisfaction 85

Beyond Philosophy

OCTOBER 25, 2018

Most companies today know that putting the customer at the heart of everything they do is vital. The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? The first one was, “We put customers first.”.

Customer Centricity 245

Customer Centricity Culture Customers Customer Experience 245

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. .

Banking 94

Banking 2023 Customer Experience Financial 94

Lumoa

APRIL 21, 2022

Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. What will your answer be? I can almost picture the scene.

Banking 83

Banking Customer Satisfaction Webinar Insights 83

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Feedback 83

Feedback Net Promoter Score NPS Customer Satisfaction 83

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? Guess what? So, how can this be?

2010 89

2010 Customer Satisfaction Competitive Advantage 2002 89

SurveySensum

NOVEMBER 3, 2023

You reach out to their customer service, and within seconds, a friendly chatbot listens to your issue properly and provides you with the answer, gathering valuable customer feedback. That’s the power of good customer service! That’s the power of good customer service!

2024 52

2024 Customer Service E Commerce E-support 52

SurveySensum

AUGUST 8, 2023

According to a Microsoft Dynamics 365 State of Global Customer Service Report , 95% of consumers consider good B2B customer service essential for earning loyalty. Remember the old saying, “A happy customer is a loyal customer”? That’s where customer feedback comes into play.

B2B 52

B2B Feedback Customer Service Touchpoint 52

Bold360

APRIL 1, 2020

No matter what happens next, your employees and customers will continue to have questions they need answered (and fast), even as your call center struggles to maintain operational continuity. COVID-19 has caused massive disruption in the customer service and contact center space, on both the supply side and the demand side.

Call Center 95

Call Center Management Social Media Contact Center 95

Eptica

APRIL 15, 2020

Date: Wednesday, April 15, 2020 Author: Taoufik Massoussi - Product Manager & Head of AI The importance of listening to customers during COVID-19. At times like this, the experience and service brands provide is vita l. Give customers a voice Let consumers tell you, in their own words, what they think and what matters most to them.

Net Promoter Score 95

Net Promoter Score NPS 2025 2020 95

Beyond Philosophy

SEPTEMBER 23, 2021

We all want customers that return and buy more for us. Returning customers often buy more than new customers and require fewer resources to attract. So, how do you get customers to come back? . On a recent podcast, we hosted speaker and author Shep Hyken, one of the most influential voices in Customer Experience today.

Airlines 109

Airlines Net Promoter Score E Commerce Books 109

Bold360

AUGUST 18, 2020

Digital-first customer engagement has never been more important than today, especially amidst a business landscape shaped by COVID-19 where the majority of customers are working remotely, purchasing products online, streaming entertainment, and engaging with brands from their homes. Trends Shaping Customer Engagement & CEM.

Customer Engagement 52

Customer Engagement CEM Engagement Multi-Channel 52

SurveySensum

SEPTEMBER 5, 2023

Do you know how exceptional customer experience can transform your SaaS journey? Your customers feel the same way. A positive SaaS experience facilitated by cutting-edge SaaS feedback software leads to satisfied, loyal customers who not only stay but also become your advocates. Why does this matter? –

Insights 52

Insights Customer Experience Metrics NPS 52

SurveySparrow

AUGUST 28, 2023

While factors like features and pricing play a role, there’s a secret ingredient that truly defines their success: delivering an unparalleled customer experience in the realm of Software as a Service (SaaS). Did you know that a remarkable 86% of buyers are willing to pay more for a better customer experience?

Customer Journey 52

Customer Journey Customer Experience Webinar Net Promoter Score 52

GetFeedback

JANUARY 12, 2020

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. Customer service takes too long to answer the phone.

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

Stella Connect

NOVEMBER 23, 2021

Throughout the past two years, the customer service team has grown in importance, with the C-suite recognizing just how integral customer service is to meeting shifting customer expectations, embracing the rapid pace of digital transformation, and, ultimately, achieving business success. .

2022 52

2022 Customer Service Net Promoter Score Effort Score 52

Upstream Works

DECEMBER 16, 2020

Digital customer engagement is about more than simply adding new channels to the contact center. Digital CX also enables contact centers and back office digital workers to truly understand their customers’ behaviors, wants and needs. It is with this information that contact centers can provide more informed and personalized service.

2021 78

2021 Contact Center Customer Journey Mapping Social Media 78

SurveySensum

SEPTEMBER 26, 2023

You’ve likely encountered the pain points of low product adoption and felt the weight of challenges like customer churn and stagnant growth. Customers were signing up but not sticking around, and her SaaS platform was inundated with user complaints. As a product manager, this can be a disheartening experience.

Management 52

Management Demo User Experience Measurement 52

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. How to overcome those challenges?

2018 141

2018 Customer Experience Competitive Advantage 2017 141

ProProfs Chat

DECEMBER 12, 2019

Are you unable to cater to the customers’ needs and their grievances? Primarily, a help desk refers to the assistance and advice provided by a company/organization to its customers. Primarily, a help desk refers to the assistance and advice provided by a company/organization to its customers. Inform Your Customers.

Customer Service Representative 95

Customer Service Representative Multi-Channel Metrics Feedback 95

Kustomer

DECEMBER 29, 2020

It was a year of success for Kustomer, with immense product developments, award wins and acquisitions, but customer service was also more important than ever before. And the fact of the matter is, they likely never will. It’s therefore important to consider new, digital-first service options for 2021 and beyond.

2020 105

2020 E Commerce 2021 Consumers 105

Natalie Petouhof

SEPTEMBER 12, 2018

Tweet AI and customer service; it’s a hot topic! But when I talk to customers, they say, “ I get there’s something to AI and customer service, but how do I deliver business results and value with AI? ” Step 1: Focus AI on Metrics that Matter. Improve CSAT, NPS, customer lifetime value (CLV)….

Customer Service 89

Customer Service E Commerce Average Handle Time Metrics 89

Beyond Philosophy

AUGUST 10, 2016

It parallels a shift in the overall mindset of consumers in this area, one of a more commanding and capricious customer. In other words, the Customer Experience matters here more than it did even a couple of years ago. People begin searching for new products and services online and will order new service online.

Wireless 106

Wireless 2002 Consumers Consulting 106

Horizon CX

OCTOBER 2, 2023

The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. A Service Desk Associate is assigned to a checkout register for the first time. Customers wait. Experience improves and so does P&L.

Net Promoter Score 52

Net Promoter Score 2005 Retail NPS 52

Stella Connect

JANUARY 28, 2022

They’re bringing their A-game, embodying your company’s brand values, and putting customers first. Here are our six tips for delivering better customer service right away. . 6 Tips for Delivering Better Customer Service. #1: 2: Reduce customer effort and response times. Demonstrating empathy . #2:

Customer Service 52

Customer Service Customer Service Training 2022 Social Media 52

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). In this blog post, we’ll answer all these questions and more.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

ProProfs Chat

DECEMBER 22, 2019

“Instead of focusing on the competition, focus on the customer,” Scott Cook. But, with the overwhelming consumer demands and customer expectations, you cannot afford to negate the importance of satisfactory customer services. . Increasing customer retention rates by 5% boost profits by 25% to 95%.

Customer Service 101

Customer Service Social Media Customer Retention Loyalty 101

Solvvy

MARCH 22, 2022

Solvvy’s Customer Success Director Jesse Brightman helps businesses identify chatbot implementation strategies that work best for them. From deciding who in a company should be involved to setting a timeline and preparing for launch, Jesse answers some of the most pressing chatbot implementation questions businesses have.

Return on Investment 62

Return on Investment Social Media Demo Feedback 62

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. Because how you share information with investors matters. We cover: How does customer success work with investors?

Metrics 98

Metrics Customer Success Engagement Customer Satisfaction 98

Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. Let’s dive into the first category of these customer journey analytics examples.

Customer Journey 70

Customer Journey Insights NPS Banking 70

ChurnZero

FEBRUARY 23, 2023

Long-standing wisdom in business says when the economy looks shaky, or worse turns south, savvy companies redouble their focus on existing customers. There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. This blog post aims to help you with that.

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

ChurnZero

FEBRUARY 23, 2023

Long-standing wisdom in business says when the economy looks shaky, or worse turns south, savvy companies redouble their focus on existing customers. There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. This blog post aims to help you with that.

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

Beyond Philosophy

MARCH 31, 2020

As organizations emerge from this crisis, many are likely to face changing customer behavior and attitudes. Some of these will be driven by 1) the organizations’ response to the crisis and others will be driven by 2) changing customer habits and attitudes. But there are other, not-travel related customer experience shambles too!

E Commerce 200

E Commerce Airlines Hospitality Travel 200

Talkdesk

APRIL 10, 2019

Tracking The Call Center Metrics That Matter Maintaining a high level of customer experience is difficult, especially considering the dozens of metrics that you could be tracking to help you answer the question “Are my customers happy?”. Net Promoter Score (NPS): Are your customers willing to recommend your services to others?

Call Center 45

Call Center Metrics Net Promoter Score Contact Center 45

SurveySparrow

AUGUST 14, 2023

Picture a world where every customer is not just satisfied but delighted with your business. Improving the customer experience is not just a choice today; it’s the ultimate key to success. So, how can businesses unlock the secrets to providing exceptional customer experiences? We thought you might be! Let’s find out.

Customer Experience 52

Customer Experience Social Media Net Promoter Score Loyalty 52

Totango

AUGUST 5, 2022

Asking the right questions is key to effectively using this powerful customer success tool. Information about the client’s products and services, features, and benefits. Identification of the client’s goals and KPIs used to measure progress. What Is a Client Onboarding Questionnaire? An analysis of the client’s workflow.

Document 83

Document B2B Sales Customer Journey Mapping 83

Stella Connect

OCTOBER 26, 2021

Managers spend their days coaching and training their team on brand standards, best practices, and overcoming common customer issues. Agents keep up with incoming tickets and customer queries, with little insight into their performance and even less visibility into what they need to do to develop and grow. But, it doesn’t have to be.

Call Center 52

Call Center Management Contact Center Feedback 52