LiveChat

JANUARY 3, 2019

The end of the year is the time when you sum the past year, thinking about your ups and downs, (trying not to focus too much on downs, I hope). It was a good year for the LiveChat blog. We’ve featured posts of many great content writers and shared tons of knowledge with you. And our average bounce rate of 30%?

2018 59

2018 Blog B2B 2014 59

Steve DiGioia

JUNE 10, 2021

I even played the message back hoping to catch what I missed the first time. A question for you salespeople…. Why waste your time making a phone call and then expect someone to call you back when we can’t even understand what you are saying? Are you just trying to fill your quota of 100 calls a day?

Blog 78

Blog Customer Service Customers 78

GetFeedback

DECEMBER 27, 2018

Customer feedback can reveal opportunities for major business growth—what customers want, straight from their own mouths. Instead of relying on hunches, companies can make confident, data-driven decisions that save time and money. You lose focus, you contribute less, and productivity plummets. Read on to learn more.

Net Promoter Score 225

Net Promoter Score Feedback 2015 2010 225

Beyond Philosophy

DECEMBER 6, 2019

To that end, here are seven essential questions you should ask yourself about your organization to determine how customer-centric your company is: How Customer-Centric is Your Organization? When you’re having your regular management meetings, where are the Customer Experience and the customer stats listed on the schedule?

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

Beyond Philosophy

FEBRUARY 8, 2016

For me, the answer is fishing. For those of you that haven’t had the pleasure, consulting is a lot of inside work. You think about how to catch the fish. Plus, you must choose the right tools to use, meaning the size of the line, the size of hook, the type of bait, etc. Why fishing? But to each his own.

Consulting 101

Consulting Books Hotels Social Media 101

Experience Investigators by 360Connext

JUNE 11, 2015

It’s human to want to back away slowly, hoping they don’t see you. Organizational culture can reveal itself to customers in the same awkward and uncomfortable way. Do you think your culture might be toxic? In any extraordinary culture, you see this pattern repeated again and again. We don’t like it.

Culture 279

Culture Leadership Social Media Consulting 279

SurveySensum

JANUARY 17, 2024

Did you know on average, only 33% of people finish those feedback surveys you get after shopping or using a service? That means companies need to catch up on what two-thirds of customers think. After working with many businesses across different industries, this fact got me thinking: Why isn’t having a good survey enough?

Customer Satisfaction 52

Customer Satisfaction Feedback Demo Customers 52

Beyond Philosophy

DECEMBER 26, 2014

This time of year always has me thinking about the next one. Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you. Can you help us?”.

Net Promoter Score 167

Net Promoter Score NPS Customer Service Insurance 167

Beyond Philosophy

SEPTEMBER 23, 2014

The first event took place on a United Airlines flight and involved a Knee Defender , a device that a passenger can secure to the tray table to restrict the seat in front of them from reclining. Let me coin the phrase for the first time, “Seat rage” (lol)! She would have told me, “Colin, you catch more flies with honey than vinegar.”

Airlines 134

Airlines CEM Books Consulting 134

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Watch it here if you missed it!). Madeline Evans (ME): My recommendation would be to prioritize your health scores and usage KPIs.

Webinar 98

Webinar Touchpoint NPS Definition 98

SurveySparrow

FEBRUARY 24, 2024

Customer sentiment analysis lets you hear what’s really being said between the lines. If you are confused about the whole idea of customer sentiment, I have got you covered. By the end of this blog, you will be clear about the definition, importance, benefits, and use cases. That’s not it.

Definition 52

Definition Social Media Feedback Customers 52

ChurnZero

DECEMBER 21, 2023

To make the right choices, however, you need a deep understanding of what your customers need and expect from you. You can find even more of Tim’s answers on the CXology blog here. But we can’t do it all. What do you recommend? To build on that, you constantly iterate.

Sales 52

Sales Customer Success Webinar Tourism 52

Interactions

AUGUST 19, 2021

If you’re like me, you have a whole lot of starred emails, saved pdfs, and bookmarked articles that I plan on reading “when I get the chance.” The good news is that summer is the perfect time for catching up on things that you may have run out of time to do during other parts of the year. What did we find?

2021 62

2021 Contact Center Call Center Consumers 62

Beyond Philosophy

JUNE 1, 2018

Can you tell me the average length of a rain poncho without Googling or asking Alexa? Don’t worry, few people can. Nonetheless, it is a critical piece of information when you want to buy a rain poncho and need to choose a size. Instead, you should figure out what substitute questions are they asking.

Insurance 122

Insurance Presentation Blog Books 122

2020 Research

NOVEMBER 27, 2023

Sago President Isaac Rogers hosted an “Ask Me Anything” webinar that was all about unraveling the mind-blowing changes happening in the industry. Uncover the trends and transformations in the market research industry by watching Isaac Roger’s Ask Me Anything webinar. So, there are some things we can certainly do.

Webinar 59

Webinar 2024 Definition Healthcare 59

Beyond Philosophy

MAY 31, 2019

You can remember things as being better or worse than they are. Therefore, you must understand how memories work. If you don’t, you may be managing the wrong metrics in your Customer Experience. Also, you should ensure customers feel at these moments the emotion that delivers value for your organization.

Net Promoter Score 153

Net Promoter Score Connections Customers Brands 153

Beyond Philosophy

MAY 26, 2015

As it becomes more and more of a stretch for me to claim youth, I must admit I see the wisdom in Shaw’s words. When I was 22, I hated it when people said, “You need more experience for this role.” I guess you could see from my jacket and my hair style, in this picture above, to see that my decision making needed improving!

Leadership 142

Leadership CEM Travel Books 142

ShepHyken

NOVEMBER 16, 2020

I have added my comment about each article and would like to hear what you think too. This is what will help customers choose you over your competition. CustomerThink) This blog sheds light on the 20 essential customer service skills and how you can improve them. Here are my top five picks from last week.

2020 85

2020 Article Customer Service E Commerce 85

Beyond Philosophy

JUNE 23, 2022

It annoys me when I ask clients what their customers say, and they tell me what they learned in a survey seven years ago! You can get customer data in many ways and with various customer research tools. So, before choosing one, you need to know what answers you need. Worse you could be wrong.

Financial 78

Financial Consumers Customers Consulting 78

Beyond Philosophy

APRIL 7, 2016

I appreciate this is a controversial title – but let me explain! You can see the whole chart here. The idea of Customer Experience is that by improving it, you will increase your emotional engagement with your customers. I have a theory, but bear with me; again it’s a bit controversial! Me: (Sigh).

Net Promoter Score 113

Net Promoter Score 2002 CEM 2013 113

Beyond Philosophy

JANUARY 23, 2015

My mum always told me, “You can catch more flies with honey than you can vinegar.” As a leader or a marketer if you want an employee or a customer to change behavior, research says the best thing to do is give them positive reinforcement when they do what you want.

CEM 126

CEM Books Webinar Leadership 126

ijgolding

NOVEMBER 9, 2014

If you are a regular reader of my blog, you will be aware that I am regularly referred to stories of both great and not so great Customer Experiences. At least a dozen unconnected people have been only too eager to talk to me about their tales of woe with the company.

Customer Experience 126

Customer Experience Customer Centricity Customer Journey Books 126

GetFeedback

AUGUST 16, 2018

Businesses understand that great customer service isn’t optional–it can make or break a brand’s reputation. But when it comes to service quality, how do you measure where you really stand with customers? Here’s a look at the top 11 customer service metrics you should start measuring today. How do you measure it?

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

BirdEye

DECEMBER 12, 2023

This frustrating cycle can be a significant obstacle to efficient communication and productivity. Luckily, effective voicemail recordings can save the day. The right voicemail recording can reduce the frustrations of phone tag and ensure that your customers get the help they need quickly. Need a quick answer? ” 4.

Automotive 57

Automotive Communication Demo Information 57

Beyond Philosophy

JUNE 18, 2015

As a fisherman (whenever I have time, which is woefully never in long supply), the new fishing lure is the representation of the fish I have yet to catch. That pun is tough to take, even for me!). No, he suggests that you get more happiness from experiences. You can really like your material stuff.

Loyalty Programs 159

Loyalty Programs B2C 2015 Hotels 159

ChurnZero

APRIL 1, 2022

Have you ever achieved the career growth you’ve always longed for, only to be attacked by an inner critic who says you’re not capable and it’s only a matter of time until you’re found out? How do you plan to lead through this change? Where are you going to start? You don’t even know where to start? There’s so much to do.

Customer Success 98

Customer Success Culture Leadership Customers 98

One Millimeter Mindset

OCTOBER 1, 2018

I can see everyone going off to Amazon and buying yet another self-help book. The same can be said about self-doubt: it is a badly ingrained, negative professional habit which never produces a different result. So, when we catch ourselves doubting, once again: stop! If the habit is not helping us, how can we help others?

Innovation 70

Innovation Workshop Customer Retention Leadership 70

ShepHyken

JUNE 1, 2020

I have added my comment about each article and would like to hear what you think too. Take a couple of minutes to read this and then remind your people about these three simple ideas that will help you be even more successful. My Comment: If you are in a customer support/contact center, then this article is a must-read.

Article 68

Article 2020 Customer Service Call Center 68

Oracle

NOVEMBER 25, 2020

Here on SmarterCX, you’ll find the replay of each episode and all resources mentioned within. Follow me, Katie Martell, on Twitter , LinkedIn , or the show’s Facebook page to catch future episodes. How will you describe 2020? Episode air date: 11/10/20. Resource of the week: How do we describe 2020?

2020 62

2020 Books Marketing Culture 62

Beyond Philosophy

JULY 25, 2016

It only took me a couple of minutes to decide that I didn’t really want coffee after all. Cinnabon was calling me. It’s a good thing I was in a hurry to catch my flight! Smells can have a dramatic impact on customers – luring them in and tempting them to purchase, or driving them away.

Consulting 121

Consulting Retail Books Customer Experience 121

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

Metrics 98

Metrics Customer Success Insights Net Promoter Score 98

ijgolding

DECEMBER 9, 2014

For me, the 6th December each and every year marks my birthday. When it comes to the world of Customer Experience, there are also a number of certainties that can be counted on. Enticing discounts in the subject line can prove too good to ignore. In life there are a number of certainties. Sadly, JD Williams did not.

Hotels 84

Hotels Customer Retention 2010 Retail 84

Beyond Philosophy

FEBRUARY 1, 2016

Do you nudge your customers? A nudge propels a customer toward the behavior you want – whether it’s purchasing a product, signing up for a subscription or making a repeat visit to a retailer. For example, at a restaurant the other night, a waitress came to my table and said, “Can I start you off with a glass of wine or an appetizer?”

Books 112

Books Retail Consulting Customers 112

Beyond Philosophy

SEPTEMBER 23, 2014

The first event took place on a United Airlines flight and involved a Knee Defender , a device that a passenger can secure to the tray table to restrict the seat in front of them from reclining. Let me coin the phrase for the first time, “Seat rage” (lol)! She would have told me, “Colin, you catch more flies with honey than vinegar.”.

Airlines 60

Airlines Books Events Blog 60

Beyond Philosophy

SEPTEMBER 23, 2014

The first event took place on a United Airlines flight and involved a Knee Defender , a device that a passenger can secure to the tray table to restrict the seat in front of them from reclining. Let me coin the phrase for the first time, “Seat rage” (lol)! She would have told me, “Colin, you catch more flies with honey than vinegar.”.

Airlines 60

Airlines Books Events Blog 60

Gainsight

APRIL 23, 2019

We asked our Pulse 2019 speakers for the best advice they’ve ever received and we’re sharing it with you so you can take your product and career to the next level. The more your team collectively knows about how their actions impact your business and customers, the better they can deliver a holistic product experience.

Management 49

Management 2019 Roadmap 2018 49

Michelli Experience

FEBRUARY 6, 2018

First, notice the title of this blog! You will see that I didn’t mention the name by which people typically refer to the season-ending major sporting event where commercials play a central role. Have you taken the time to carefully craft your trade dress, register your trademark, and protect your branded experience assets?

Customer Experience 53

Customer Experience Sports Advertising Events 53