Stella Connect

JANUARY 26, 2022

It’s on you to ensure that every agent is prepared to delight customers day in and day out — and in this blog post, we’ll lay out customer service training tips you need to know. But if agents routinely fail to deliver satisfactory service interactions, customers will never return. What should you do? Listen up, managers.

Customer Service Training 96

Customer Service Training Customer Service Management Feedback 96

Lumoa

NOVEMBER 30, 2022

What is conversational AI and why is it important for customer experience in retail? What is conversational AI and why is it important for customer experience in retail? Some common options include: About us. Conversational AI is a browser-based messaging service that connects customers with the platforms they use.

Retail 83

Retail Customer Experience E Commerce Virtual Agent 83

Totango

NOVEMBER 23, 2021

How do you tell when it’s time to ditch your current system and invest in a CS upgrade? We’ll consider the symptoms themselves as well as their underlying causes and what type of features your CS upgrade would need to solve them. This is because CRM tools are designed to manage customer relationship data, not customer success outcomes.

Net Promoter Score 91

Net Promoter Score Return on Investment Sales Customer Journey 91

Customers That Stick

NOVEMBER 13, 2014

Tell Us More About Yourself… What was your first job and what did you learn about customer service in it? This would ensure return customers, new customers, and most importantly, more money for me. Tell us how one outside influence impacted your customer service or customer experience thinking.

Customer Experience 137

Customer Experience Contact Center Sports Social Media 137

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.

Blog 127

Blog 2016 Engagement Webinar 127

Beyond Philosophy

SEPTEMBER 19, 2019

Joanne Causon, CEO of the Institute of Customer Service , joined me on our podcast about this downward trend in Customer Satisfaction. Causon also spoke to us about their recent research published in their UK Customer Satisfaction Index Report. Product/Service Experience: Does it do what I expected it to do for me? .

Customer Satisfaction 113

Customer Satisfaction 2002 Customers Books 113

Bold360

SEPTEMBER 15, 2020

Because both include the word “chat,” there’s often confusion about the difference between live chat and chatbots. In fact, 68% of service professionals at organizations that use chatbots have seen reduced call and email volume (as chatbots help carry the workload). Live Chat and Chatbots: They Work Best Together.

Virtual Agent 90

Virtual Agent Net Promoter Score Competitive Advantage Omnichannel 90

ChurnZero

MARCH 4, 2022

If you’ve clicked through to read this article, then you’re probably wondering, “what the heck is a force field analysis, anyway?” In this article, we cover: What is a force field analysis? What is a force field analysis? Now, pause to consider what’s keeping you in the chair (hint: there are two answers).

Customer Success 95

Customer Success Presentation Article Customers 95

Beyond Philosophy

AUGUST 26, 2021

Research over the last few years points to a lackluster performance for return on investment. ” So today, we are going to cover the five rules to guarantee a Return on Investment. You can’t just take things at face value, but you need to dig deeper to understand what your experience provides value for people.

Return on Investment 78

Return on Investment Call Center Measurement ROI 78

SurveySparrow

AUGUST 25, 2023

Well, let me tell you, it’s not just a mere notion, but a well-established fact that can make or break a brand’s reputation. In this blog, we will look into all that you need to know about CX; the best practices, strategies to improve, and the key elements that set it apart! How about we get into it now?

Customer Experience 52

Customer Experience Social Media Feedback Customer Centricity 52

Ascribe

SEPTEMBER 16, 2023

Artificial intelligence (AI) has gone mainstream and there is simply no escaping reading, hearing and talking about it. Further, traditional research is not designed to handle the mass of data now available in some businesses (e.g., He can be reached at rick.kieser@goascribe.com. No matter the industry, AI will impact it.

Social Media 52

Social Media NPS 2022 Insights 52

Kustomer

APRIL 21, 2022

Think about it, if you try a product and love it, you’re more likely to recommend it to your friends and family, right? Customers become brand ambassadors the second they spread the word about their positive experience. Channeling marketing and CX efforts. CX and marketing go hand in hand when it comes to building brand loyalty.

Social Media 98

Social Media Brands Loyalty Marketing 98

BirdEye

OCTOBER 24, 2023

This blog recaps the discussion, “Harnessing Automation for Effective Reputation Management,” held at Birdeye View 2023. Ultimately, we will discuss leveraging automation to overcome some of these complexities and reduce client churn. Compliance and security concerns make healthcare integration uniquely challenging.

Healthcare 58

Healthcare Hospitality Consulting Retail 58

Beyond Philosophy

MAY 23, 2019

These moments are what we call “friction.” In 1997, Jeff Bezos was talking about frictionless shopping. By the way, I Googled How to Open a Blister Pack, and this is what I found: Ingenious. Upon hearing our request for a repair, she asked us if we knew what time it was. Well, what have you been doing all day?”

Books 79

Books Transportation Retail Consulting 79

inmoment

AUGUST 13, 2020

Here’s how you can maximise efficiency with a small customer experience team: Democratise Data. Democratise Data. Democratising data is an important step for protecting your teams’ time and resources, and it can be performed at any stage of CX maturity ! . Technology alone won’t help with demonstrating return on investment.

Return on Investment 52

Return on Investment Sports Voice of Customer Roadmap 52

SurveySensum

SEPTEMBER 26, 2023

In this blog, we’re going to unveil 11 proven strategies that product managers like Sarah can employ to turn the tide in their favor. But before jumping into strategies let’s first understand what product adoption is. What is Product Adoption? As a product manager, this can be a disheartening experience.

Management 52

Management Demo User Experience Measurement 52

SurveySparrow

APRIL 29, 2021

They’re giving a 30-Days money-back deal on return. What more do we want?” Plus, we’ll talk about the examples of Customer Satisfaction Guarantees that work incredibly well. What Is A Customer Satisfaction Guarantee? “C’mon, mate. Let’s shop from here. And that’s how it should be.

Customer Satisfaction 52

Customer Satisfaction Customers Brands Loyalty 52

inmoment

MAY 5, 2020

Businesses have shut their doors or reduced operating hours, shifting traffic to overburdened websites and call centers. Amid all this change, business leaders need clarity about what’s happening on the ground. Make sure to compare current data to the same time period last year to identify seasonal trends.

Call Center 52

Call Center Banking Webinar Metrics 52

Stella Connect

DECEMBER 13, 2021

Customer service will once again be an integral part of your CX strategy in 2022, but what you did in the last year shouldn’t be exactly what you do in the year ahead. As a result of increased customer satisfaction (CSAT) , loyal customers will return to your brand for repeat purchases. Where do they go after ditching a brand?

Customer Expectations 52

Customer Expectations 2022 Effort Score Fashion 52

Bold360

DECEMBER 6, 2018

If there’s a term for the fear that chatbots will make human customer service agents extinct, we don’t know what it is—but it’s a thing. A recent study we conducted found that, 68% of businesses surveyed agreed that their human agents are worried about being replaced by chatbots. But agents can rest easy: Their jobs are safe.

Call Center 40

Call Center 2018 Webinar Consumers 40

Thematic

FEBRUARY 26, 2019

If you ask consumers what they want, they’ll tell you quite plainly: fast, simple experiences and good prices. Capture information about individual customers and apply in real time. Decisions about staffing levels, IVR trees, return policies, and much else have long boiled down to balancing the two. Not so much.

Technology 48

Technology Airlines Consumers Call Center 48

ProProfs Chat

JANUARY 7, 2020

Today, it is all about the ‘Age of the Customer’. So, what is the most natural solution to ensure that your relationship with your customers becomes better? . But if you are a proactive company, you will keep asking the questions, “ What is good customer service? ”. Fast forward to 2020. And rightfully so. .

Customer Service 112

Customer Service Customer Centricity Customers Customer Journey 112

Comm100

NOVEMBER 5, 2020

An internal knowledge base is where customer support agents (and the entire staff) can access information about your company’s processes, products, and more. Building an internal knowledge base is about giving your whole team, from the newest to the most senior members, access to information that helps them do their job better.

Omnichannel 52

Omnichannel Document Metrics Information 52

SurveySparrow

JULY 4, 2021

Think about the mobile or laptop you use. What about other streaming platforms? And, what if we tell you to switch to a different brand? . What Is Emotional Branding? Now, branding is not only about identifying your business or product; it’s much bigger than that! Why do you shop on Amazon? .

Brands 52

Brands Social Media Advertising Connections 52

CX Workout - Ideas Blog

OCTOBER 3, 2018

The Most Misunderstood Thing About Customer Experience Design from Joe Wheeler on Vimeo. Briefly, what we do here at CX Workout is we provide a combination of software, research services, and design consulting that helps our clients achieve measurable results in about half the time over traditional methods.

Customer Experience Design 40

Customer Experience Design Customer Experience Webinar Return on Investment 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

The Most Misunderstood Thing About Customer Experience Design from Joe Wheeler on Vimeo. Briefly, what we do here at CX Workout is we provide a combination of software, research services, and design consulting that helps our clients achieve measurable results in about half the time over traditional methods.

Customer Experience Design 40

Customer Experience Design Customer Experience Webinar Return on Investment 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

The Most Misunderstood Thing About Customer Experience Design from Joe Wheeler on Vimeo. Briefly, what we do here at CX Workout is we provide a combination of software, research services, and design consulting that helps our clients achieve measurable results in about half the time over traditional methods.

Customer Experience Design 40

Customer Experience Design Customer Experience Webinar Return on Investment 40

Circular Edge

MAY 11, 2022

Blog Credit: Abby Jenkins, December 15, 2020 (Stock Keeping Unit (SKU) Explained | NetSuite). Here, we’ll discuss more details about what a SKU is, why a SKU system is important and how you can put it to work for your business. What Is a Stock Keeping Unit (SKU)? The company decides what information each SKU represents.

Retail 52

Retail Reference Sales Competitive Advantage 52

Amity

SEPTEMBER 25, 2017

Amity sat down with Maranda Dziekonski , HelloSign's VP of Customer Operations, to chat about all things Customer Success: data, churn, team management, and much more. Can you tell us about your responsibilities at HelloSign? What is the most unique thing about the way your team functions?

Customer Success 0

Customer Success B2C NPS E-support 0

CX Journey

JUNE 23, 2016

It appeared on their blog on January 25, 2016. When you're trying to get executive commitment for your employee and customer experience improvement initiatives, what's the first question they ask? What's in it for us? What's the ROI? Develop a proof of concept This approach is all about baby steps. McKinsey 3.

ROI 43

ROI Customer Experience Call Center Metrics 43

SurveySparrow

SEPTEMBER 6, 2019

You will think about ways to increase your customer’s spend. If you have data from all the areas of the organization integrated, then here is an easier way to calculate Customer Lifetime Value: Identify the interaction point where the lead gets converted into a customer. What do customers with the highest Customer Lifetime Value want?

Social Media 51

Social Media Metrics Customers Presentation 51

Amity

SEPTEMBER 25, 2017

Amity sat down with Maranda Dziekonski , HelloSign's VP of Customer Operations, to chat about all things Customer Success: data, churn, team management, and much more. Can you tell us about your responsibilities at HelloSign? What is the most unique thing about the way your team functions?

Customer Success 60

Customer Success B2C NPS E-support 60

CX Journey

MARCH 24, 2016

The overall goal is to maximize loyalty and reduce churn. Normally you’d start by looking at the interaction they had with your support team, pulling up the customer’s data on their customer effort score (CES) and customer satisfaction scores (CSAT), and later Net Promoter Score (NPS). But what are the limitations of CES and CSAT?

NPS 53

NPS Net Promoter Score Measurement Loyalty 53

CSM Magazine

MARCH 27, 2020

When customer support is strong, product teams know exactly what customers need, new products and features fly off the shelves, and customers can’t wait to tell the world about the great experience they had with your brand. What is Customer Support? On the other hand, good customer support does the opposite—exponentially.

Social Media 52

Social Media E-support Customers Call Center 52

Lumoa

NOVEMBER 21, 2023

In many companies, even though customer experience is regularly measured, data transformation becomes challenging for many reasons. When it comes to increasing profitability and retaining a loyal customer base, the ability to smartly source, analyze, and use customer feedback data to enhance services and products makes all the difference.

Feedback 83

Feedback Social Media Net Promoter Score Insights 83

Comm100

AUGUST 23, 2018

This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples. Omnichannel isn’t actually about channels, it’s about your customers,” Krajewski says. “In Organic Mobile Experiences Blur Channel Lines.

Exceptional Customer Service 40

Exceptional Customer Service 2018 Customer Service Hotels 40

Stella Connect

MAY 4, 2017

If you want to come away feeling inspired, energized, and enthusiastic about the possibilities for your brand, you’ll no doubt enjoy all five keynote presentations. What are the secrets behind Disney’s legendary employee development dynasty and how does it reinforce organizational values, culture and brand? Keynote Presentations.

Contact Center 40

Contact Center Presentation Culture Customer Centricity 40