GetFeedback

FEBRUARY 10, 2020

We kicked off our Customer Experience (CX) Ambassadors Program in January featuring an interview with Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. Between sips and bites, we talked about his CX program and where he’d like to see it progress for the company.

Hospitality 218

Hospitality Sales Feedback Customer Experience 218

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? CMSWire) Today’s top companies rely heavily on human insight to guide their strategies and offerings. Here are my top five picks from last week. by Janelle Estes.

Article 124

Article 2022 Customer Service Customer Service Training 124

Beyond Philosophy

NOVEMBER 11, 2021

Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. The 5 Rules for improving the customer complaint process are: Read between the lines. Embrace customer complaints. Empathize with the customer.

Insurance 153

Insurance Call Center Financial Consulting 153

BirdEye

NOVEMBER 19, 2021

While all industries strive for 5-star reviews, even the most well-known, and reputable businesses are prone to less than 5-star reviews. First here are some reasons why 5-star reviews are so important and what your business can learn from them. “If you want a similar look just boil a pot of water at home.”

Books 98

Books Feedback Social Media Insights 98

Beyond Philosophy

MAY 4, 2023

After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy. Provide value to your customers or your audience. I am saying that it is effortless to come up with reasons not to do things.

Consulting 78

Consulting 2023 Books Workshop 78

Team Support

SEPTEMBER 23, 2020

The main focus of B2B companies is to offer unmatched support to their customers. Failing to do so will increase the likeliness of customer churn and also damage their reputation.That’s why an increasing number of businesses are leveraging AI every year to enhance their brand and provide a level of support required to stay competitive.

B2B 96

B2B Consulting Customers Brands 96

Help Scout

MAY 12, 2021

Great customer service delivers real business value. Even so, it can be difficult for empathetic customer service staff to think about customers in terms of business revenue. It somehow feels more “fair” to treat every customer equally, being helpful and responsive without regard to the money involved.

Customer Retention 115

Customer Retention Measurement Customers Customer Service 115

Beyond Philosophy

MAY 7, 2020

Do you love your cable company? . People almost universally align on their distaste for their cable company. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. They give things to new customers only. If you do, you are in the minority.

Customer Centricity 174

Customer Centricity Consulting Transportation Sports 174

Help Scout

JULY 13, 2021

Sometimes the customer service teams who are supposed to be solving problems somehow manage to make them so much worse instead. Running from responsibility The root of many terrible customer experiences is a company that is happy to collect money from a transaction but not to accept responsibility when things go wrong.

Customer Service 136

Customer Service Customers Airlines Social Media 136

CSM Magazine

MAY 30, 2023

Jim Davies at Calabrio outlines 3 winning strategies for a seamless customer experience that are guaranteed to take you over the finish line in a record-setting way. While many people will give you a second chance, an astonishing 3 in 5 consumers say they’ve switched brands due to negative contact centre experiences.

Contact Center 52

Contact Center Customer Centricity Brands Interaction 52

Retently

JANUARY 19, 2023

After all, it means that a company has identified its business niche, has found a profitable market, and has a product that is well-liked by customers – the true Promoters. In other words, to be successful, a business has to find a suitable market, define its needs and fulfill them with its products or services.

Measurement 158

Measurement Marketing 2007 Competitive Advantage 158

Integrity Solutions

JULY 13, 2020

The “top 5” doesn’t budge. When salespeople fail to meet their sales goals, it’s the result of a series of unproductive actions occurring throughout the pipeline. The LinkedIn Talent Trends finds a discrepancy in what professionals say will cause them to change jobs versus the actual reasons they make a change.

Sales 103

Sales Competitive Advantage Culture Leadership 103

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

ProProfs Chat

NOVEMBER 9, 2021

Have you ever heard, “Customer Satisfaction isn’t necessary for a business success?”. Because without satisfying the customer’s needs, you cannot offer them a delightful experience, which inevitably results in customer churn and poor revenue generation. What is Customer Satisfaction? Probably not! Did you know?

Customer Satisfaction 97

Customer Satisfaction Measurement Net Promoter Score Social Media 97

Magellan Solutions

MARCH 22, 2023

The purpose of structured interviews is to ask questions about specific topics such as service demands and the quality of customer service provided by your agents regularly. The effectiveness of customer service teams can be gauged by call center performance metrics.

Call Center 98

Call Center Average Handle Time Metrics Customer Satisfaction 98

SurveySparrow

APRIL 13, 2021

If your company doesn’t have service recovery strategies in place to combat issues that crop out of nowhere, it will seriously affect your business prospects. Service Recovery Strategies. What are Service Recovery Strategies? The goal of service recovery strategies is to find out customers who have faced such issues.

2021 97

2021 Leadership Feedback Touchpoint 97

delighted

JUNE 1, 2022

Selling to your existing customers is far easier than acquiring new customers. The general rule of thumb is it costs five times as much to generate a new customer than to sell to your existing customers. Your current customers are also more likely to spend more. Why is customer lifetime value important?

Net Promoter Score 70

Net Promoter Score Customer Retention Loyalty Customers 70

delighted

JULY 13, 2022

If so, you’ve experienced customer loyalty. And likely, if something in your customer experience with the brand has gone awry in the past, e.g., your order didn’t ship when they said it would or the item that arrived did not look like the item you ordered, the brand was eager to make it right – and in turn, that earned your loyalty even more.

Loyalty 84

Loyalty Measurement Net Promoter Score Customer Retention 84

ProProfs Chat

JANUARY 7, 2022

Products whose value proposition satisfies the needs of a market and its potential customers are likely to experience success. Product-market fit is nothing but a process to identify whether you are serving your target audience with the right product/services or not. . But how do you measure product-market fit ? Here are two of them.

Net Promoter Score 52

Net Promoter Score Marketing NPS Measurement 52

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. Leanne Y., We also manage the team with the utmost respect.”.

Contact Center 69

Contact Center Management 2022 Transportation 69

Ecrion

JANUARY 20, 2021

Customer Loyalty Gaining Ground | 3. Revamped Customer Engagement | 5. To ensure that your company performs optimally, you’ll need to have a strong understanding of the trends going on in your industry. Let’s take a look at noteworthy customer experience trends in utilities. Mobile Communication.

Customer Experience 98

Customer Experience 2021 Loyalty Communication 98

ProProfs Chat

JANUARY 7, 2020

Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . It only takes one bad experience for the customer to swear off your business forever. . Improved customer service. Your customer service team, of course!

Customer Service 112

Customer Service Customer Centricity Customers Customer Journey 112

Zeisler Consulting

SEPTEMBER 9, 2021

So let’s pull that thread a bit: Why are you asking your Customers anything in the first place? As I’ve called out numerous times, the only reason you should be engaging in a VoC program is that you plan to act on what you learn (that hyperlink must be wearing out as often as I use it in my articles).

NPS 81

NPS Brands Feedback Article 81

ProProfs Chat

JANUARY 9, 2020

An average company loses 10 to 30 percent customers annually and gaining new customers is around 10 times costlier than keeping the existing ones happy – Philip Kotler. These words from the father of modern marketing, themselves indicate how crucial the customers are for any business. What is Customer Churn?

Customer Retention 86

Customer Retention Multi-Channel Customers Financial 86

ShepHyken

MARCH 3, 2019

Each week I read a number of customer service and customer experience articles from various resources. Why Is Customer Service So Bad? Harvard Business Review) It’s a familiar scenario: A service provider fails to live up to your expectations and you feel some restitution may be in order.

2019 96

2019 Article Customer Service Omnichannel 96

Joe Rawlinson

JULY 24, 2019

Did you know that research by Bain & Company found out that increasing customer retention rate by just 5% can increase profits by 25-95% ? If there’s one thing that always bears on the mind of businesses, it is this: What drives a customer to come back for more? Real-Time Customer Support.

Loyalty 107

Loyalty Sales Rewards Programs Customer Retention 107

InteractionMetrics

AUGUST 18, 2023

  Customer interaction is the lifeblood of any company. It includes associates answering customers’ questions, staff engaging with prospects at the conference booth, and onboarding new customers. In short, customer interaction extends throughout the entire customer journey. I get quite a few.

Interaction 52

Interaction Net Promoter Score Feedback Multi-Channel 52

SurveySensum

OCTOBER 12, 2022

Reasons to look for a Jotform Alternative. Here are some of the reasons why. . Reasons to look for a Jotform Alternative. Here’re the reasons why customers are looking for Jotform competitors and alternatives. . These are the top five reasons why customers are looking for Jotform alternatives.

2022 52

2022 Webinar Feedback Blog 52

Thematic

DECEMBER 5, 2018

Think customer loyalty programs are all about getting generic discounts, points and rewards? Today, it’s more about offering customers something as personalized as possible, so that they feel truly special. So, let’s look at ways to reduce churn with customer retention analytics and why it’s important in the first place.

Customer Retention 96

Customer Retention Competitive Advantage 2017 2014 96

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Not always, but often.

ROI 103

ROI Customer Experience NPS Financial 103

Call Experts

AUGUST 18, 2022

You’d be surprised how many businesses fail to respond to a missed call. . Customer service is the backbone of any business. . When customers are unhappy with a product they purchase or an experience with your business, it’s your job to make them happy again. One way to do this is by answering every call.

Exceptional Customer Service 52

Exceptional Customer Service Contact Center Customer Service Customer Journey 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). Does it spell doom for your business?

NPS 83

NPS Customer Centricity Loyalty Presentation 83

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Perhaps that’s the reason why we recorded an over 15% increase in our readership in 2020. Should it be Both?

Customer Centricity 71

Customer Centricity Article 2020 Hospitality 71

Magellan Solutions

AUGUST 11, 2021

Failure is a part of processes, even for outsourcing companies. Magellan Solutions ‘ research shows that 50% of the outsourced projects either fail outright or just fail to meet the expectations. . Even with almost 20 years of experience under our belt, we still hear clients and customers alike with disappointment.

Communication 52

Communication Metrics Demo Information 52

ProProfs Chat

JUNE 30, 2020

It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. So, let’s get started!

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

CSM Magazine

OCTOBER 5, 2021

The findings were announced on the first day of the annual Calabrio Customer Connect (C3) conference. The report found that contact centre agents suffer tremendous stress from modern workforce challenges, including rising customer expectations, growing call volume and a shaky work-life balance.

2021 52

2021 2017 Events Connections 52

ProProfs Chat

JANUARY 30, 2020

“Your most unhappy customers are your greatest source of learning.” — Bill Gates. Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customer to post their bitter experiences online. Customer expectations.

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136