ShepHyken

AUGUST 31, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. Enhanced customer satisfaction Stockouts, inaccurate forecasting, delays, silos, poor customer service: all of the weaknesses within your customer journey threaten to ruin experiences.

Customer Journey 129

Customer Journey Customer Journey Mapping Net Promoter Score E Commerce 129

Retently

MAY 15, 2024

Example of NPS Website Visitors Survey From Ecommerce companies and SaaS services to physical product businesses , customer feedback is extremely valuable. NPS data collected post-sale is very valuable, but there’s nothing quite like hearing why a visitor bought something (or didn’t buy it) when they made the decision.

Net Promoter Score 78

Net Promoter Score NPS Feedback Metrics 78

Think Customers

MAY 1, 2024

Let me explain: The success of enterprise software giants like Samsung Solutions, SAP, Oracle, and Salesforce despite the complexity of their interfaces can be attributed to a combination of factors. The answer to success: Overcoming decision fatigue In many cases, what limits adoption is our ability to decide (or lack thereof).

ROI 52

ROI B2B Sales Customer Success 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. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. This is because CX involves many factors that are outside your direct control.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

BirdEye

SEPTEMBER 14, 2023

AI is showing up in a host of software solutions and applications. What do I understand after engaging with my customers? - AI can improve customer service response times and client troubleshooting outcomes. You might be nervous about adopting artificial intelligence (AI) within your business model.

Financial 109

Financial Social Media Consumers Insights 109

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! If you have, you must know how exhausting it can be to get help with the simplest of requests.

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

ShepHyken

MARCH 31, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Article 83

Article 2024 Customer Service Government 83

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Daniel Group

APRIL 18, 2024

That is a fact of life, no matter how well-run the company. When I started my career, I was a district sales representative for a large agricultural chemical company. After the venting phase, we discussed a plan to address his concerns. The company also provided a discount on additional products.

Communication 98

Communication NPS Net Promoter Score 2008 98

Team Support

JANUARY 9, 2024

Ever wonder what customer service looked like 50 or 60 years ago? Companies set up centralized offices to handle customer inquiries and issues via telephone. The first company to establish a more formal call center was the Birmingham Press and Mail, a tabloid newspaper based in the UK. which launched in 1987.

Technology 59

Technology Call Center Social Media 2007 59

ShepHyken

APRIL 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Article 78

Article 2024 Customer Service Government 78

ShepHyken

JUNE 8, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. A confusing checkout process or lack of personalization can be just as hindering to your customer as long customer service wait times or unresponsive mobile websites.

Customer Experience 62

Customer Experience Financial Brands Customers 62

Retently

MARCH 14, 2023

By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty. Consider this, there are 1,796 review tools available in the Shopify marketplace, as opposed to only 33 for NPS software. Quite a difference, wouldn’t you say?

NPS 146

NPS Net Promoter Score Customer Satisfaction Feedback 146

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. A chief customer officer is an operational role responsible for all customer-facing activity post-sale.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Customer Satisfaction 52

SurveySparrow

MARCH 24, 2024

Today, almost any professional activity can be automated, and sales management is no exception. Simply put, the right combination of sales tools can skyrocket your productivity levels. Still, several productivity and automation software services come in handy for most sales processes.

Sales 52

Sales Social Media Customer Relationship Management B2B 52

BirdEye

JUNE 15, 2023

As a local business looking to improve sales, your marketing strategy has to include a refer-a-friend program. And it works because refer-a-friend marketing campaigns rely on word of mouth to spread awareness about products or services. You might initially want to increase sales, boost website traffic, or generate leads.

Reference 98

Reference Sales Social Media Brands 98

BirdEye

MAY 30, 2023

To leverage this opportunity, companies use it to gain a better understanding of their customers through SMS text message surveys. These types of surveys typically involve sending a trackable link and a text message to your audience via SMS (short message service). Use these insights to improve your products, services, or messaging.

Insights 95

Insights Net Promoter Score Events Feedback 95

Daniel Group

NOVEMBER 2, 2023

Why the Customer Experience After the Sale is Crucial for Your Business Success Customer Experience after the sale will make or break the customer’s loyalty. For example, after you’ve sold a product, the CX doesn’t end there. The Ring doorbell and Roomba vacuum required updated Wi-Fi connections.

Sales 52

Sales Customer Experience Feedback 2020 52

SurveySensum

DECEMBER 25, 2023

The customer service center had a really complex return procedure. Eventually, after a series of calls and endless patience, I managed to get my money back. They arrived long after I’d moved past the frustration, missing the real feelings I had during that time. Surveys right after a touchpoint?

Retail 52

Retail NPS Demo Sales 52

ShepHyken

JULY 22, 2020

These are the kind of people—and the kind of company—you want to do business with. I was having a conversation with a colleague and came up with the idea that you shouldn’t have to fight with a company to get your problem resolved or for them to make you happy. This is my “new best friend” at the software company.

Definition 163

Definition Poor Customer Service Customer Service Training Sales 163

Retently

MARCH 29, 2023

Tesla currently holds a satisfaction rating of 96 , outscoring every other car manufacturer company in Net Promoter Score® ratings. To show you the bigger picture, this is more than 70 percent of annual sales for the leader in this market segment – Mercedes Benz C-Class.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

Kustomer

JANUARY 7, 2024

And we give them a lot of credit — over the years, Intercom has evolved into an innovative customer service software with all the bells and whistles, offering best in class tools like real-time chat support, proactive messaging, guided product tours, resolution bot, omnichannel support and tons of integrations. Completely unacceptable.”

2024 97

2024 E Commerce E-support Social Media 97

Retently

MAY 2, 2023

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. Without a strong focus on these aspects, SaaS companies risk falling behind the competition and losing valuable customers.

Customer Journey 146

Customer Journey NPS Demo Customer Satisfaction 146

Magellan Solutions

MAY 15, 2023

Excellent customer service can lead to a more powerful sales funnel, which means more customers and business revenue. Everyone can share a horror story about poor customer service. HubSpot Research also reported that 93 percent of customers would likely make repeat purchases with brands offering excellent customer service.

Telecommunications 98

Telecommunications Poor Customer Service Customer Relationships Loyalty 98

Team Support

DECEMBER 21, 2021

Companies can no longer afford to be aloof in the digital space. Live chat software connects businesses with their customers, drives revenue and growth, and provides a universally better experience that drives customer satisfaction. In today’s world, a proactive and communicative customer experience is a necessity.

B2B 98

B2B 2022 Airlines Communication 98

Gainsight

MARCH 4, 2024

It is actually not difficult to demonstrate since modern training software (like Gainsight Customer Education ) incorporates tracking and reporting functions that go right to the heart of ROI metrics. Happier customers are likely to use your product/services more and drive others to your company through positive word-of-mouth referrals.

ROI 52

ROI Metrics Measurement Customer Satisfaction 52

Retently

MARCH 23, 2023

You can also learn a surprising amount of tactics and strategies by studying the opposite end of the scale – the world’s least successful companies, from a churn perspective – to compare their common weaknesses and find out what makes their customers so unlikely to recommend them to their peers. Ready to start?

Net Promoter Score 124

Net Promoter Score NPS Insurance Airlines 124

Lumoa

APRIL 4, 2023

Analyzing such data helps businesses learn the ins and outs of their target audience—and a company that knows its audience can further its own growth. This article will explore five of the most notable impacts of customer profile analysis on your company. That information makes it much easier to complete the sale successfully.

Customer Retention 83

Customer Retention Customer Journey Customers 2019 83

Gainsight

OCTOBER 21, 2022

And then, a few months ago, after getting texts from friends who had read a new book, I realized I finally had one. Yes, Frank Slootman , the GOAT of enterprise software CEOs, having run Data Domain, ServiceNow, and now Snowflake , was my kryptonite! Hold your sales team responsible for down sells and churn. Let me explain.

Customer Success 52

Customer Success Sales Books Government 52

ProProfs Chat

JUNE 26, 2020

Learn the commonly used customer service and support lingo. Common customer service terms will help operators get accurate understanding of the field and enhance their abilities when providing solutions to your customers. They are responsible for setting the workflow for the sales or support team. But, where to start?

Customer Service 119

Customer Service E-support Net Promoter Score Multi-Channel 119

PeopleMetrics

FEBRUARY 21, 2023

After all, CX is never a one-and-done process, and your CX team should conduct regular customer experience research to stay up-to-date and build better experiences. These can stem from external sources, such as new trends in technology, or even from your business’s own practices, like launching a new product or service. What happened?

Customer Experience 117

Customer Experience Customer Journey Mapping Net Promoter Score Customer Journey 117

Thematic

AUGUST 21, 2023

So in the context of customer experience, a feedback loop is the process of gathering, analyzing, and using customer feedback to make improvements in products and services. Examples of positive feedback loops A positive feedback loop is when a company takes customer feedback and makes improvements. Looking for a TL;DR or common FAQs ?

Feedback 62

Feedback Customer Satisfaction Customer Retention Loyalty 62

Totango

OCTOBER 12, 2022

Recent years have seen an astonishing rise in the popularity of subscription-based products and services. The world of ownership is being replaced by Spotify, Hulu, Amazon Prime, and a host of other on-demand services. We can see this development in our recent survey. Developing a winning strategy.

Customer Success 113

Customer Success 2022 Culture 2021 113

BirdEye

APRIL 17, 2023

Today more companies across industries are leveraging subscription business models to build successful, scalable, and sustainable enterprises. Another study indicates that 75% of organizations that sell directly to consumers will offer subscription services by 2023. This model offers convenience for the business and the consumer.

Customer Retention 98

Customer Retention Consumers Sales Reference 98

Win the Customer

MARCH 22, 2021

Because of limited personnel and limited financial resources, small business owners often need to wear multiple hats to keep their business afloat like the use of another address for their mailbox company. If you’re looking for Airtable competitors or alternatives for your company, check out this article. Accounting Software.

Technology 188

Technology Banking Information Management 188

Gainsight

SEPTEMBER 22, 2023

Digital customer education has traditionally been tied to the post-sale stages of the customer journey—think onboarding and ongoing product adoption. But training can pay dividends before a sale, leading to many more of them. Historically, companies have competed on product features and pricing. Very little.

Competitive Advantage 52

Competitive Advantage Leadership Webinar NPS 52

Magellan Solutions

APRIL 19, 2023

8 Secrets to Improving Customer Service in the Insurance Industry with Outsourcing If customers do not get satisfactory service, they easily switch to other competitors. In order to keep up with the changing needs, improving customer service in insurance is one of the top priorities of businesses.

Insurance 98

Insurance Customer Service Competitive Advantage Exceptional Customer Service 98