delighted

JANUARY 14, 2020

Often used as a barometer for brand health, Net Promoter Score surveys measure customer loyalty by identifying customers as promoters, passives, and detractors by asking: “How likely are you to recommend ABC Company?”. Answers are then given on a scale of 0-10, with 10 being the “very likely” to recommend. And then there are detractors.

NPS 40

NPS Net Promoter Score Feedback Customer Centricity 40

CXApp

JULY 31, 2018

With a power or water bill, for example, customers want to be able to see how much of each resource they’re using, the breakdown of costs, and even varying solutions for managing excess. But poor doesn’t just entail lacking or improper communications, it also includes poorly timed or slow ones too. It’s s-l-o-w and not contextual.

Touchpoint 40

Touchpoint Communication B2C Interaction 40

CXApp

JULY 31, 2018

With a power or water bill, for example, customers want to be able to see how much of each resource they’re using, the breakdown of costs, and even varying solutions for managing excess. But poor doesn’t just entail lacking or improper communications, it also includes poorly timed or slow ones too. It’s s-l-o-w and not contextual.

Touchpoint 40

Touchpoint Communication B2C Interaction 40

Amity

NOVEMBER 14, 2018

This article was originally published on WnTD's blog. With Elizabeth's permission, we are republishing and sharing it with our community. The sales to customer success handoff is one of the most important intersections in the customer journey. It has been a great experience – up to this point. Continuity. Consistency.

Sales 87

Sales Customer Success Customer Journey Customers 87

Thunderhead

AUGUST 13, 2018

Iresa’s email to one of my colleagues – he glibly described this communication as “the first time they got in touch with me in over a year”. Clearly, customers were at the end of their tether – and their compulsion to share didn’t stop at Social Media and review sites. So, how could things have got this bad? That’s 1.5%

2014 40

2014 Poor Customer Service Financial Customers 40

C Space

MARCH 12, 2020

Moves that create value for communities, customers and employees are both bold and smart. Here is a set of topical snapshots of how some notable brands are tackling this challenge successfully. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Chris Nurko.

Brands 52

Brands Airlines E Commerce Travel 52

LiveChat

SEPTEMBER 27, 2016

I guess they didn’t read our article about how we can be better gift givers. According to Roy Erez, CEO of Loop Commerce, an e–gifting service: Loop research and data from its network of retailers found that one in four gift shoppers cited worrying about the hassle of returns as the most common reasons they hesitate to buy gifts online.

Social Media 73

Social Media Retail Sales Presentation 73

LiveChat

OCTOBER 20, 2016

As much as 96% of visitors on your site are not there to buy. So to convert even a fraction of this number is an important task that can be achieved by awesome content on the site. So to convert even a fraction of this number is an important task that can be achieved by awesome content on the site.

Social Media 59

Social Media Consulting Information Brands 59

Clarivate

MAY 6, 2022

Highly Cited Researchers are making a significant impact in sustainability research, with many doing outstanding work towards the United Nations’ Sustainability Development Goals (SDGs). As part of our ongoing blog series, we shine a spotlight on top researchers contributing to Good Health and Well-Being (SDG 3) and Quality Education (SDG 4).

2021 98

2021 2030 Article 2018 98

GetFeedback

DECEMBER 21, 2018

More and more, companies are recognizing just how much customer happiness impacts revenue , and they’re focusing on transforming their customer experience to meet modern expectations. In fact, according to Econsultancy’s Digital Trends 2018 report, 45% of companies cite content and experience management as their number one priority.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

SmartKarrot

NOVEMBER 2, 2020

The best way to know how to retain customers is to hear it from other business owners who do just the same. The best way to know how to retain customers is to hear it from other business owners who do just the same. Budgets have been compromised and priorities have moved online. What do Experts have to say?

Customer Retention 21

Customer Retention E-support Social Media E Commerce 21

Avaya

OCTOBER 5, 2016

In fact, “ budget and resource constraints ” was listed as one of eight top challenges cited by IT professionals in a global survey last year. So much so that half of CEOs believe their industry is going to become “ substantially or unrecognizably transformed by digital.”.

Wireless 83

Wireless 2014 2015 Webinar 83

ProProfs Chat

OCTOBER 31, 2018

Citing a study by the leadership advisory and executive search services provider, Davis said only 39% of firms that claim to be customer-centric actually have senior-level executives championing customer experience marketing. In 2017, United Airlines went viral when a passenger was forcibly removed in an overbooked flight.

E Commerce 106

E Commerce Customer Experience Marketing Social Media 106

SurveySparrow

MARCH 21, 2023

In this blog, we will: Define the B2B experience Know why B2B customer experience management is vital Explore the differences between the B2B and B2C customer experience List the top 4 metrics for B2B customer experience Define the 5 best practices for B2B customer experience management FAQs What is B2B customer experience?

B2B 52

B2B Customer Experience B2C Social Media 52

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. Customer Experience has become a top priority for businesses in 2020. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Comm100

NOVEMBER 6, 2017

Although social media isn’t quite as mythicized as it was in its youth, companies that haven’t already done so are flocking to sign up for this golden communication and marketing opportunity. This blog post is a compilation of the worst social media customer service and marketing practices, that every successful business needs to avoid.

Social Media 61

Social Media Customer Service White Paper Airlines 61

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Thought leaders come in all shapes and sizes. Adam Toporek.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Thought leaders come in all shapes and sizes. Adam Toporek.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Comm100

MAY 1, 2018

Proactively navigating generational differences in the workplace will help you better understand, communicate with, and lead a multigenerational workforce. Proactively navigating generational differences in the workplace will help you better understand, communicate with, and lead a multigenerational workforce. Gain a Competitive Edge.

Management 41

Management Financial Communication Social Media 41