Retently

MAY 15, 2024

Have you ever read an online newspaper, blog or magazine only to be asked for your feedback as a reader? If you’ve visited a newspaper website in the last year, chances are that you’ve run into at least one pop-up asking you to complete a reader survey. Did you answer it, or did you close it and get back to reading?

Net Promoter Score 78

Net Promoter Score NPS Feedback Metrics 78

Lumoa

FEBRUARY 7, 2023

With all relationships, taking the time to listen is crucial to its success. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. But listening isn’t always that easy. Why you should care about the Voice of the Customer?

Customer Centricity 169

Customer Centricity Voice of Customer Social Media NPS 169

CX Accelerator

OCTOBER 28, 2020

Track 1 - “Fix you” by Coldplay Not great with song lyrics, I settled on Fix You by Coldplay. I promise you I will learn from all my mistakes. And I will try to fix you. Furthermore, we will hear plenty of negativity when listening to the voice of the customer. I know you got mountains to climb.

Definition 182

Definition Culture Customer Centricity Blog 182

ShepHyken

JANUARY 12, 2018

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. This is a great list and one you should pay attention too. – Shep Hyken. And getting talked about in this light is a great thing, right? No question.

Customer Service 95

Customer Service Blog Customers Workshop 95

BirdEye

JUNE 7, 2024

To understand these experiences you need patient survey software. Healthcare experiences form a dimension of information and care that you cannot afford to ignore. Healthcare experiences form a dimension of information and care that you cannot afford to ignore. But measuring that experience can be tricky without the right tools.

Healthcare 62

Healthcare Feedback Touchpoint Financial 62

ShepHyken

OCTOBER 25, 2019

Now more than ever companies are opening more and larger contact centers and with them all focusing on CX that means more competition for you. Now more than ever companies are opening more and larger contact centers and with them all focusing on CX that means more competition for you. Who you hire, then how you lead them.

Call Center 76

Call Center Leadership Blog Contact Center 76

BirdEye

MARCH 17, 2023

Social listening is an essential tool for businesses looking to stay ahead of the competition and gain a better understanding of their customers and prospects. The insights gained from social listening can be invaluable when it comes to making strategic business decisions. Table of contents What is social listening?

Social Media 98

Social Media Feedback Insights Brands 98

Beyond Philosophy

JUNE 6, 2024

Listen to the podcast: This has been created in partnership with NICE. Chances are you probably don’t either. Today, let’s look at how you can implement and enhance your experiences with AI. Today, let’s look at how you can implement and enhance your experiences with AI. AI is a massive new development in experiences.

Technology 78

Technology 2023 Contact Center 2022 78

ShepHyken

JANUARY 11, 2019

But not all feedback is customer complaints. Did you know that it can be anywhere from five to 25 times more expensive to acquire new customers than to retain existing ones? At Thematic, we’ve looked at churn data across all NPS scores and found that churn is present across all responses.

Feedback 95

Feedback Blog NPS Net Promoter Score 95

Brandwatch CX

JANUARY 29, 2024

If you get it right, social media lead generation is a viable and valuable strategy. Don’t let anyone else tell you different. Are you going to set up paid ads? These are good place to start building out your plan. You’ll also want to look at building your audience. Just be careful how you do it.

Social Media 98

Social Media Brands Blog Entertainment 98

BirdEye

AUGUST 29, 2023

You can grow, scale, and develop your business if you understand your customers’ feelings about you. Great products, the best marketing campaigns, and the costliest ads are all playing second fiddle to the power of customer satisfaction. Happy customers build successful businesses. Watch the Free Demo Now.

Customer Satisfaction 98

Customer Satisfaction Social Media Omnichannel Net Promoter Score 98

Totango

NOVEMBER 27, 2023

Check out four highlights from the conversation, and listen to the podcast for more tips on how you can leverage digital CS to drive value to your customers and scale your business. Health scoring: Don’t set it and forget it Customer health scoring is the foundation of a good digital CS program.

Customer Success 104

Customer Success Touchpoint Customers Insights 104

Daniel Group

NOVEMBER 20, 2023

B2B Industry Culture: What Should You Do for Business Success? In this blog, I explore B2B industry culture and offer suggestions to improve it. After all, what can you do about it? Culture is not about creating a great place to work. Culture is about creating a place where great work happens. Free coffee.

Culture 52

Culture B2B 2005 Definition 52

ClientSuccess

JANUARY 16, 2023

Listening Vectors by Vecteezy. Providing exceptional customer success begins with listening to your customers. As a customer service leader, it’s up to you to ensure that their valuable feedback is not only collected but acted upon. Make Listening a Priority. or “How would you rate our product/service?”

Social Media 64

Social Media Customer Success Feedback Demo 64

ShepHyken

JANUARY 5, 2018

I like the idea of the convenience of texting but as Ford points out, you must have a strategy in place for your team to answer texts correctly. Customer service agents need to have customer data available at their fingertips, and this includes support history and other customer preferences you may have in your database.

Blog 81

Blog Customer Service Poor Customer Service Multi-Channel 81

BirdEye

MAY 17, 2023

With all the options for communication, people have nowadays, you may think phone calls are old fashion or outdated. However, don’t let all those smart screens fool you. Voice messaging technology can help you tap into the power of communicating via phone more efficiently. 5 Benefits of automated voice messaging 1.

Fashion 98

Fashion Communication Social Media Events 98

BirdEye

JANUARY 19, 2023

Social listening and social monitoring are often used interchangeably, but there are some big differences between the two. In this blog post, we’ll explore the key differences between social listening vs social monitoring so that you can make informed decisions when it comes to your business’s digital presence.

Social Media 98

Social Media Brands Information Feedback 98

ShepHyken

AUGUST 24, 2018

You probably also want them to help each other out, answer questions for one another, and share what works so that everyone can improve. The research, from Harvard Business Review and others, shows that if people are properly set up for success, they will often surprise you with their productivity. Maximizing the Good Stuff.

Blog 79

Blog Customer Service Call Center Leadership 79

Eptica

AUGUST 5, 2020

Date: Wednesday, August 5, 2020 Author: Anne-Merete Jensen - Senior Business Consultant Why now is a great time to optimise your customer service – Part 3: Putting the right resources in place. In this final post, I’ll look at how you can put the right resources in place to fill any gaps identified by your audits.

Customer Service 112

Customer Service NPS 2020 Consulting 112

BirdEye

MAY 15, 2023

It can generate leads, cultivate relationships, increase trust, and boost your brand long before customers connect with you. In this blog post, we take you through the most important social selling concepts you need to leverage this strategy for your business. Why do you need to invest in social selling?

Social Media 97

Social Media B2B Multi-Channel Sales 97

ReviewTrackers

JULY 12, 2018

You may have even read about it on our blog, and followed the steps to building a strong employer brand. If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point. You’ve probably heard of employer branding. But What is Employee Branding?

Brands 175

Brands Social Media Competitive Advantage Communication 175

Beyond Philosophy

MARCH 21, 2024

Listen to the podcast: Sometimes, things go wrong despite your best efforts. First, reframing how you look at a customer complaint is essential. The customer is volunteering their time and energy to inform you of a potential problem in your experience. This situation happens everywhere. Rule #1: Have a plan and process.

Telecommunications 78

Telecommunications Customer Relationships Communication Workshop 78

Kustomer

APRIL 21, 2022

Listen and subscribe to our podcast: Have you ever considered the importance of turning customers into forever fans, a.k.a Think about it, if you try a product and love it, you’re more likely to recommend it to your friends and family, right? brand ambassadors? Tune in to the full episode to learn more!

Social Media 98

Social Media Brands Loyalty Marketing 98

SurveySensum

MARCH 27, 2024

Well, it could be that they are not listening to the voices of their customers properly. They give you an insight into what your customer is feeling, and that, I can assure you, is what every organization needs. Now, it is imperative to collect feedback the right way and find the best timing. What could they be lacking?

Feedback 52

Feedback Social Media Touchpoint Customers 52

ShepHyken

DECEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, writes about one of the most important parts of the customer relationship, authenticity. Being authentic is required by all of us in order to deliver an Amazing customer experience. You’re doing all the right things. Automation has its place.

Blog 79

Blog Customer Service Measurement Customer Satisfaction 79

SurveySensum

FEBRUARY 23, 2024

Sounds like a dream, right? With a robust employee feedback tool and real-time feedback at your fingertips, you can identify issues before they escalate, recognize trends before they become patterns, and foster a culture of continuous improvement. So, what are you waiting for? Now, what is a pulse survey? What is a Pulse Survey?

Engagement 52

Engagement Demo Feedback Culture 52

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Listen to your Customers – It’s Worth the Effort.

ROI 143

ROI Books Customers Definition 143

Steve DiGioia

MAY 17, 2021

But it’s difficult remembering all the different steps to take to provide it. “Your job is to understand all of your customers’ needs—some of which they may not even realize they have,” one training manual says. “You were never trying to close a sale. S atisfy – Make it right.

Customer Service 136

Customer Service E-support Customers Sales 136

ReviewTrackers

AUGUST 24, 2020

It’s no longer just about product, or pricing, or promotions, or place. It’s no longer just about product, or pricing, or promotions, or place. The customer experience isn’t just about the way you develop your products and deliver your services; it’s also about the way you treat your customers. Penney Stores.

Customer Experience 124

Customer Experience Multi-Channel Social Media Touchpoint 124

BirdEye

JUNE 29, 2023

After all, how will clients know about your business and its offerings? In this blog post, we’ll share insight on effective communication channels as well as tips on how to improve your customer communication to keep your business growing. Effective customer communication is vital for the success of any business.

Communication 97

Communication Social Media Touchpoint Customers 97

Uniphore

JUNE 22, 2021

You listen to your customers on social media. Do you listen to your customer service employees? We did…You’d be amazed at what we found, or will you? Nobody was listening when these call center agents were ranting about their everyday challenges. Well, at least, we tried.

Call Center 87

Call Center Contact Center Social Media 2021 87

BirdEye

SEPTEMBER 12, 2023

You can no longer afford not to have a social media strategy for your business. So, businesses must bring their A-game to see any return on their efforts at all. So, businesses must bring their A-game to see any return on their efforts at all. When you start out, you can adopt similar strategies and then build upon them.

Social Media 104

Social Media Measurement Brands Leadership 104

Beyond Philosophy

JULY 7, 2022

One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving. We had a pickle about the future of brick-and-mortar after the pandemic that I thought I would share with you, too. The Future of Brick and Mortar.

Retail 160

Retail Online Experience Interaction Technology 160

BirdEye

MARCH 29, 2024

So, if you want to compete with your peers, it is vital to explore all formats and that includes Instagram stories. The short, engaging snippet you share on your Instagram stories can help you connect with your audience like never before. Tap the “+” icon or swipe right on your screen to go to Stories.

2024 107

2024 Social Media Events Webinar 107

Lumoa

JANUARY 24, 2024

Have you ever traveled to a country where you didn’t speak the language? If you have, you must know how exhausting it can be to get help with the simplest of requests. CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

SurveySensum

FEBRUARY 29, 2024

And you know what engagement is tied to? Happy employees are more likely to give their all at work. And we all know that it is more costly to hire someone new than to retain the previous one. Sounds exactly like a recipe for a miracle, right? But the sad part is, that only 23% of employees feel truly engaged at work.

Culture 52

Culture Customer Satisfaction Loyalty Reference 52

Beyond Philosophy

MAY 7, 2021

I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business. However, that concept might not influence the effect that you need to prioritize in your experience.

Customer Experience 177

Customer Experience Consulting Hotels Customers 177