C3Centricity

FEBRUARY 13, 2024

I want to continue this topic focussing on using the information for continuous improvement of the brands and services you offer. The Custometrs’ Need for Continuous Improvement The only constant in business today is change! It’s not just about doing things right; it’s about doing the right things, continually.

Customer Insights 90

Customer Insights Feedback Insights Social Media 90

ShepHyken

JUNE 28, 2019

With the right training, they can, and the humans will continue to do the jobs that AI isn’t ready to handle. New opportunities will continue to emerge where humans must step in to resolve the situations that bots cannot. The post Guest Blog: “Zhuzhing Up” Humans in the Contact Center appeared first on Shep Hyken.

Contact Center 111

Contact Center Blog 2025 Banking 111

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. This blog looks at how CX has evolved , and the priorities for brands looking forward into the new decade. Published on: January 09, 2020. Avoid these Five CX Leadership Traps!

2019 65

2019 Blog 2020 Leadership 65

InMoment XI

NOVEMBER 16, 2021

I’ve been looking back over my 20+ years of various research consulting roles and during that time, I’ve continuously fielded questions from clients and others within the industry. In this blog, I’m going to focus on one question that continues to come up in conversations with CX practitioners and data analysts and my answer may surprise you.

Automotive 493

Automotive Hotels Social Media Events 493

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. Continually ask questions that allow them to express their unique strengths and their personal goals within the company.

Culture 86

Culture Blog Workshop Communication 86

GetFeedback

AUGUST 14, 2019

The customer experience is a journey, and continuous improvement is key to staying ahead and winning at CX. You must ensure that you listen to employees and improve their experience, as well. Don’t just ask, listen. VoC is also about listening to your customers, wherever they want to provide feedback.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

ShepHyken

JANUARY 4, 2019

Listening is a vital aspect of great customer service. Customer service training is a continuous process and onboarding is merely the first step in the journey. The ideal onboarding module helps a new recruit get inducted into their team and continues to exist until the employee has fully eased into their role in the organization.

Customer Service Training 78

Customer Service Training Blog Customer Service Article 78

CX Accelerator

JULY 1, 2020

While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. This article will cover the following: · Business Continuity. Business Continuity. Working from home (WFH) is the core of business continuity today.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

CX Accelerator

JULY 8, 2019

There are many ways to listen. People listen with their eyes, and with their hands (remember the movie: A Quiet Place ). Listening is a central process in the way people survive. If you are not actively listening, critical information is missed. So much to consider when listening to what someone is saying.

Customer Service 175

Customer Service Blog Information Feedback 175

ShepHyken

JULY 28, 2017

On the other hand, Facebook, which has long been the dominant player in the social media space, is apparently not resting on its laurels but is instead listening to its customers. The point is that the more our business is successful, the more that we want to keep it the same, and force consumers to continue play by our rules.

Blog 79

Blog 2004 2006 Retail 79

Steve DiGioia

MAY 15, 2017

These are some of the comments I’ve received when I asked a few friends if I should put a chatbot on my blog. It keeps readers on your blog longer, you should add one”. Here are my 3 reasons why I’ll never put a chatbot on my blog. Continue reading…. It will increase your reader engagement”. What the heck does that mean?

Blog 55

Blog Interaction Article Technology 55

GetFeedback

MAY 8, 2019

The biggest challenge for customer service agents continues to be response rates. The biggest challenge for customer service agents continues to be response rates . If you want to improve customer service at your organization, GetFeedback has a suite of tools to help you listen and act on insights from your customers.

Customer Service 268

Customer Service Metrics Healthcare Government 268

BirdEye

NOVEMBER 27, 2023

This blog isn’t about turning every customer into a lifelong friend. Be a good listener 3. Implement feedback loops for continuous improvement 13. Foster a customer-centric culture within the organization In this blog, we discuss more about them in detail. Provide assurance and actively listen to their feedback.

Social Media 108

Social Media Customer Service Representative Customer Centricity Customer Satisfaction 108

ClientSuccess

JANUARY 16, 2023

Listening Vectors by Vecteezy. Providing exceptional customer success begins with listening to your customers. To gather the most helpful feedback, listening skills are essential and yet are difficult for many to implement because all too often, we are listening to respond, not to understand. Make Listening a Priority.

Social Media 64

Social Media Customer Success Feedback Demo 64

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 105

Customer Success Touchpoint Customers Insights 105

Experience Investigators by 360Connext

FEBRUARY 23, 2015

This means more than just amazing new vehicles, this means learning about how storied industries like this one continue to use the voice of the customer in their product development. , is a showcase of what’s new and what’s next in auto design and development. Customers have a new voice in innovation.

Innovation 262

Innovation Consumers Social Media 2016 262

CX Accelerator

OCTOBER 28, 2020

I know this isn’t the original intent of the song, but to me, this points to the importance of listening to our customers — especially those things that frustrate and aggravate — and then learning from those mistakes. Furthermore, we will hear plenty of negativity when listening to the voice of the customer. Happy listening!

Definition 281

Definition Culture Customer Centricity Blog 281

Beyond Philosophy

MARCH 21, 2024

Listen to the podcast: Sometimes, things go wrong despite your best efforts. Finally, it is essential to revisit the plan and ensure it continues to be updated where possible and necessary. Rule #2: Stay calm and listen. So, your job is to listen and apologize as it makes sense. This situation happens everywhere.

Telecommunications 78

Telecommunications Customer Relationships Communication Workshop 78

Win the Customer

SEPTEMBER 12, 2023

In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience. Active Listening and Feedback Traditional businesses have a wealth of customer interactions over the years. Actively seeking feedback and listening to customer concerns can uncover opportunities for improvement.

Innovation 59

Innovation Customer Experience Loyalty Programs Customer Centricity 59

Kustomer

SEPTEMBER 4, 2023

In this blog, we explore what we really mean by customer service coaching and its role in a successful CX strategy. For example, the new employee could spend a day with the seasoned employee and listen to how they handle various client interactions. What is Customer Service Coaching?

Customer Service 98

Customer Service Contact Center Feedback Call Center 98

Eptica

APRIL 28, 2020

Today in a post on our parent company Enghouse Interactive’s blog , award-winning CX expert Manuela Pifani shares her thoughts on how brands can use the crisis as an opportunity to better engage with their customers. The importance of listening to customers during COVID-19. ” Read the full post here.

2025 79

2025 2020 Consulting Customer Centricity 79

Totango

APRIL 4, 2024

Read on for three key takeaways from this discussion, or listen to the no-holds-barred conversation by watching the full webinar on-demand. The overwhelming consensus was that there is, and will continue to be, a significant shift toward sustainable customer growth throughout the SaaS industry.

Sales 90

Sales Customer Success Insights Webinar 90

Kustomer

JULY 18, 2022

Eighty-one percent of consumers under the age of 35 have used chatbots and we anticipate that number to continue rising. In this blog, we’ll dive into the features of a modern CRM that you may be missing out on and ways to measure the success of your chatbot. Social Listening. There are two primary ways to audit your success: 1.

Connections 98

Connections Multi-Channel Social Media Measurement 98

ShepHyken

MAY 15, 2020

A year later a water valve broke on the washing machine, causing a continuous slow drip. Wondering if I could continue to trust this manufacturer, I contacted them to report the issue. Not receiving a response, I later wrote a blog post about the importance of not blocking your customers (literally, in this case!).

Sports 135

Sports Contact Center Social Media Article 135

Daniel Group

SEPTEMBER 13, 2023

The power of attentive listening, timely response, and consistent improvements cannot be understated. This blog unravels the imperative of acting on customer feedback – from addressing immediate concerns to rectifying long-standing organizational and cultural challenges to where your CX leadership could reside within your organization.

Feedback 52

Feedback B2B Leadership Culture 52

Happy or Not

DECEMBER 21, 2022

In our 2022 kick-off blog post , we shared that our objective was to provide richer and deeper insights into the customer experience as well as further improve the capabilities to measure omnichannel customer experience. Our key target customers find a lot of value in HappyOrNot, and would be much less happy without it.

2022 69

2022 2023 Omnichannel Feedback 69

Call Experts

APRIL 8, 2024

In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent. Continue below to learn more. As Zendesk explains, 60% of customers have a higher standard of service than in the past.

Call Center 52

Call Center Net Promoter Score NPS Average Handle Time 52

Customer Bliss

JUNE 8, 2020

We’ll continue to assess what measures are appropriate to support our customer base over the next few months.” ” Listen to my previous interview with Yamini here on the blog, and be sure to subscribe to my podcast to receive this full interview as a podcast. . I hope that we can carry this forward.”

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. Listen more, understand their pain points, validate ideas and co-create with your customers. Read the full answers here below.

2018 129

2018 Customer Experience Customer Centricity Culture 129

SurveySensum

FEBRUARY 7, 2024

Because our brains are hardwired to react to stories, storytelling effectively elicits strong feelings in listeners. Listen to them Foster a genuine connection by actively listening to your audience and valuing their opinions. Tell a Story Stories have an intrinsic potential to trigger emotions and create a connection.

Connections 52

Connections Social Media Demo Feedback 52

BirdEye

DECEMBER 21, 2022

They’ve continued to invest in their ad platform, allowing businesses to bolster their brand awareness. You should also practice social listening. Social listening helps you see what trends are coming in your industry and how to act on them. Sustainability continues to influence purchase decisions in nearly every industry.

Social Media 97

Social Media 2023 2022 2026 97

Daniel Group

JANUARY 30, 2020

Are you listening to your customers? In this edition of Success Strategies, we focus on the benefits of listening to your customers. I am defining the word “listening” quite broadly. It is not good enough to listen to the feedback passively; it is essential to act on what customers are saying. Next steps.

B2B 52

B2B 2020 B2C Feedback 52

BirdEye

NOVEMBER 28, 2023

In this blog, we’ll explain how to create a fool-proof restaurant reputation management process and build a 5-star online reputation. Consider displaying glowing reviews on your website as testimonials, inserting them into blog posts, adding to your print materials, or turning them into social media posts.

Management 107

Management Social Media 2007 Reference 107

SurveySensum

JUNE 29, 2023

In this blog, we will explore 5 data-driven insights that successful marketing experts use to create remarkable customer experiences. Through market research, data analysis, social listening, leveraging customer feedback , conducting interviews, competitor analysis, and staying updated on industry trends.

Customer Satisfaction 52

Customer Satisfaction Insights Marketing Exceptional Customer Service 52

ReviewTrackers

JULY 12, 2018

You may have even read about it on our blog, and followed the steps to building a strong employer brand. Proactively manage your employer brand , listen to and address valuable employee feedback , provide accurate and specific job previews, and make the commitment to grow your organization by selecting the right people for the job.

Brands 175

Brands Social Media Competitive Advantage Communication 175

Feedbackly

MARCH 10, 2023

With Feedbackly’s survey capabilities, aiwifi makes their feedback collection offer wider and more comprehensive, allowing aiwifi’s customers to interact with their customers and listen to them across different touchpoints, beyond WiFi access. Using WiFi to reach customer experience excellence has never been easier.

Touchpoint 52

Touchpoint Feedback Net Promoter Score Omnichannel 52

ShepHyken

JUNE 18, 2019

Why do companies with poor customer service continue to flourish? So, listen. Listen to your customers’ expectations. Listen to the speed of change of the market and keep up.” – Mary Drumond. For certain business models, the most important factor may not be CX—it could be time and/or money.

Poor Customer Service 104

Poor Customer Service Feedback Customer Expectations Loyalty 104