InMoment XI

JULY 13, 2022

You don’t just want to appeal to new customers—you also want to keep your current ones coming back again and again. Not only do returning customers require less introduction to your products and services, but they also tend to spend more than first-time customers, too. NPS is a metric designed to measure customer experience.

Net Promoter Score 491

Net Promoter Score Customer Retention NPS Social Media 491

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. But how do you respond in a way that’s both genuine and impactful? When you express gratitude towards your customers, it triggers a positive psychological response.

Feedback 155

Feedback Social Media Customer Satisfaction Loyalty 155

InMoment XI

SEPTEMBER 23, 2021

Every business can agree that a sterling brand reputation does wonders for both the customer base and the bottom line—but how can companies build a better rep by leveraging customer experience (CX) tools? There’s no better way to retain your customers than through customer experience programs. What Comes Next?

Brands 493

Brands Advertising Touchpoint Article 493

Experience Investigators by 360Connext

OCTOBER 19, 2021

In any customer journey, there are countless small efforts. These include efforts from the company serving the customer and effort from the customer themself. . After all, the customer journey is really the journey of a relationship. The customer has to seek out the brand somehow. What are Micromoments?

B2C 346

B2C B2B Customer Journey Brands 346

GetFeedback

DECEMBER 26, 2018

We all want to feel appreciated, and your customers are no different. In fact, according to research conducted by the Peppers & Rogers Group , up to 60% of customers will stop dealing with a business that they feel is indifferent to them. So how can you make your customers feel appreciated? Thanking them for a referral.

Customers 230

Customers Customer Satisfaction Feedback Brands 230

Experience Investigators by 360Connext

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. for engaging with customers on a more personal level, ensuring they feel truly understood.

Customer Relationship Management 270

Customer Relationship Management Feedback Customer Journey Connections 270

Experience Investigators by 360Connext

OCTOBER 3, 2023

Your customers actively give clues about (or directly tell you!) But are you listening in the right ways? A lot of customer experience teams focus on collecting surveys. Surveys can certainly help us see patterns around satisfaction, loyalty, and other key performance indicators—but customers are getting tired of them.

Feedback 270

Feedback Social Media Hospitality Hotels 270

CSM Magazine

MARCH 26, 2024

Building strong rapport with customers is crucial for any business, as it promotes loyalty and satisfaction, and can be a differentiating factor in today’s competitive market. An example of a company known for having excellent rapport with its customers is Apple. Can you tell me more about how this has impacted you?”

Customer Service 116

Customer Service Exceptional Customer Service Definition Customers 116

delighted

FEBRUARY 26, 2024

Even if you’re just starting your customer experience (CX) management program, you’ve probably heard of Net Promoter Score (NPS): it’s one of the most popular customer experience metrics to measure customer loyalty and satisfaction. The accumulation of all customer ratings equals the final NPS score, ranging from -100 to 100.

NPS 98

NPS Net Promoter Score Reference Feedback 98

Experience Investigators by 360Connext

AUGUST 3, 2021

Customer experience leaders often have to celebrate quick wins and show other leaders fast, to earn that next round of support. But I get nervous when people ask me about customer experience shortcuts. Customer experience management can feel like a lot. Customer experience management can feel like a lot. It IS a lot.

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

Help Scout

AUGUST 22, 2023

Learn what customer appreciation is, why it's important, and discover 17 memorable and inexpensive ways to appreciate your customers. Read the full article

Customers 81

Customers Article 81

BirdEye

DECEMBER 8, 2023

Effective communication is the lifeline of business relationships. Email continues to be a dominant communication channel, with 73% of businesses relying on it for important announcements. In fact, 38% regard email as their most effective means of communication. Table of contents What is a follow-up email? Need a quick answer? I am here to help!

Demo 110

Demo Events Communication Feedback 110

ShepHyken

NOVEMBER 2, 2022

An important goal of a good customer experience is to make the customer feel special. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.

Customer Service Training 128

Customer Service Training Customer Retention Customers Sales 128

ShepHyken

OCTOBER 20, 2021

We would type letters and thank-you notes on a piece of paper, without spell-check. I was recently answering a question from a young customer service agent. One thing I suggested was that he follow up his conversation with a customer with a thank-you note. Instead, he texted the thank-you to his customer. .

Fashion 152

Fashion Customer Service Training Technology Customer Service 152

Experience Investigators by 360Connext

OCTOBER 5, 2021

What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. They are looking for ways to include the customer in everything they do.

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

Experience Investigators by 360Connext

APRIL 13, 2021

Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programs. They boast about how often they survey customers, collect feedback via fancy technologies, and produce reports with color-coded graphs. Customer interviews can be a key step in: Customer Journey Mapping.

Customer Journey Mapping 291

Customer Journey Mapping Customer Journey Feedback Brands 291

BlueOcean

DECEMBER 15, 2022

Today, he works at ProbablyMonsters, an independent game company that aims to change the way games are made and inspire a better industry for all. He has been a successful player support consultant for years thanks to his deep expertise in customer experience, video game development, live operations support, and much more.

Books 156

Books Consulting Blog Customer Experience 156

ShepHyken

DECEMBER 28, 2022

Instead, I like setting and resetting my goals for the year, and in my world, those goals focus on delivering an amazing customer service experience. So, I’ve created a list of simple ways to deliver the experience that everyone wants. Here are 23 ways to help you and your teams provide an amazing customer experience in 2023. .

2023 131

2023 Fashion Customer Service Training Reference 131

Bill Quiseng

MAY 2, 2021

Too often, businesses focus solely on the negative feedback from their customer surveys in CSI fashion, identifying the pain points and taking the steps to eliminate them. Here are three steps you can take to move from reactive to proactive customer service. STEP ONE: Thank ALL customers who gave you survey feedback.

Customer Service 136

Customer Service Fashion Exceptional Customer Service Social Media 136

CSM Magazine

MARCH 21, 2024

Here are 50 alternative ways to express your apologies and show customers that you truly care about their experience. We’re sorry for the error and thank you for your understanding. We’re sorry for this bump in the road and thank you for your patience. Your patience during this matter is greatly appreciated.

Customer Experience 52

Customer Experience Customers Article Customer Service 52

BirdEye

DECEMBER 12, 2023

The right voicemail recording can reduce the frustrations of phone tag and ensure that your customers get the help they need quickly. The right voicemail recording can reduce the frustrations of phone tag and ensure that your customers get the help they need quickly. Luckily, effective voicemail recordings can save the day.

Automotive 59

Automotive Communication Demo Information 59

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR workers surveyed by consulting firm Eagle Hill said that the employee experience impacts their ability to serve customers.

Article 103

Article 2021 Customer Service Contact Center 103

Magellan Solutions

APRIL 8, 2024

Do you know what the challenging part of a customer service representative’s role is? Pacifying an angry customer! Dealing with an irate customer is a valuable skill that each one must possess. But there’s a silver lining in dealing with such customers. Why Apology Matters in Customer Service?

Customer Service Representative 52

Customer Service Representative Customers Customer Satisfaction Call Center 52

ShepHyken

SEPTEMBER 12, 2023

As customers, we appreciate it when someone we’re doing business with does more than we expect. As he walked through the restaurant, all the customers who had been watching him through the window gave him an enthusiastic round of applause. As a customer, which employee would you want to do business with? It stormed.

Workshop 145

Workshop Customer Service Training Customer Service Connections 145

ClientSuccess

JULY 6, 2022

As CSMs, finding new and creative ways to engage with customers is not always easy. And as customer success leaders, it’s even harder to develop programs and processes to give your team the freedom and flexibility to engage with customers in this way. . What is a customer loyalty program?

Loyalty Programs 79

Loyalty Programs Loyalty Webinar Demo 79

Win the Customer

NOVEMBER 30, 2020

Being an exceptional customer service representative comes with specific requirements. Your goal as a customer service employee is to hear problems and bring solutions. This is why customer service jobs come with specific phrases that can be of great use to you. Unhappy customers won’t show. That should do it.

Customer Service 170

Customer Service Customer Service Representative Exceptional Customer Service Customers 170

Solvvy

MAY 20, 2022

Over the next week or two, I’ll share more detailed information on why this next phase of our journey makes perfect sense for our employees, partners and most of all, for our valued customers. However, today, I want to share a different, and more personal, message of thanks. First, I want to thank our customers.

Innovation 126

Innovation B2B Financial Events 126

ShepHyken

MAY 24, 2021

Each week I read a number of customer service and customer experience articles from various resources. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. With a growing number of consumers influenced by word-of-mouth, don’t let your customers slip away!

2021 154

2021 Article Customer Service Customer Retention 154

BirdEye

NOVEMBER 15, 2023

For local businesses and brands, effectively leveraging Google’s suite of products presents a major opportunity to attract and retain customers. AI can help businesses engage customers, automate operations, and improve employee efficiency. Thank you so much for joining us today. That’s the front door.

Document 111

Document Brands Technology Consumers 111

ShepHyken

OCTOBER 24, 2023

I thanked him and asked him why he handles things like this. These are the mindsets of people who go the extra mile, and by the way, it’s not really an extra mile. That employee is the type of team member who will do whatever they can to take care of their internal and external customers. By the end of the day, it was fixed.

Workshop 140

Workshop Customer Service Training Customer Service Article 140

CSM Magazine

MARCH 1, 2024

This vision is closer to reality than you might think, thanks to the rapid pace of technological advancements shaping the cryptocurrency landscape. Revolutionizing Customer Service with Technology In the fast-paced world of cryptocurrency exchanges, providing stellar customer service can be quite a challenge.

Innovation 52

Innovation Technology User Experience Feedback 52

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Thanks to its expansive nature, CX strategies are constantly in flux.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

SurveySensum

JANUARY 18, 2024

In this article, we’ll explore seven innovative ways to supercharge your marketing strategy using SMS automation and enhance customer experience. Consider a scenario where a beauty brand identifies a customer who frequently purchases skincare products. As you sip your morning coffee, you receive a text notification.

Marketing 52

Marketing Fashion Demo Customer Journey 52

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. It was about finding solutions for a customer and finding their pain points ”. A pproach customers with a personalized warm welcome.

Customer Service 136

Customer Service E-support Customers Sales 136

Lumoa

FEBRUARY 6, 2024

GPT Summaries Improvements The AI that we use to create GPT summaries has been refined and improved, thanks to your feedback! That way you can “preview” the type of feedback that will get allocated to this Topic before any changes are made! Stay tuned for this future release!

2024 83

2024 Document Webinar Feedback 83

Integrity Solutions

APRIL 19, 2024

It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us. Put another way, personalization is the opposite of operating from scripts and responding with cookie-cutter answers.

Sales 107

Sales Loyalty White Paper Contact Center 107

ShepHyken

MAY 4, 2022

Of course, I thanked her and I found my seat, just a few rows from the front of the plane. Of course, I thanked her and I found my seat, just a few rows from the front of the plane. I point that out because I was able to observe the way she greeted every passenger. . I was wearing a baseball cap with the St. They are free.

Airlines 128

Airlines Customer Service Training Presentation Engagement 128