ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated. Get Straight to the Point.

Blog 94

Blog Customer Experience Contact Center Interaction 94

BirdEye

SEPTEMBER 12, 2023

This blog post details the top social media best practices a business needs to use social media to its full potential. 20 social media best practices to implement FAQs about social media best practices Scale your social media across all locations with Birdeye Why is social media marketing important?

Social Media 105

Social Media Measurement Brands Leadership 105

Totango

JULY 6, 2021

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Loyal customers are likely to buy from you again and refer you to others, increasing your revenue. Customers who don’t feel committed to your brand are more likely to churn and spread negative word-of-mouth.

Loyalty 110

Loyalty Net Promoter Score Measurement NPS 110

Lumoa

FEBRUARY 16, 2023

It’s important for your business to understand your customers. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. One of the best analysis techniques available is the voice of customer (VoC) template. Business owners have always sought out customer opinions.

Voice of Customer 94

Voice of Customer Feedback Return on Investment Net Promoter Score 94

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Blog 95

Blog Omnichannel Average Handle Time Contact Center 95

ShepHyken

OCTOBER 25, 2019

This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. This is multiplied in a contact center as often the customer experience is the main focus. So how can we do it?

Call Center 76

Call Center Leadership Blog Contact Center 76

PeopleMetrics

OCTOBER 19, 2021

With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. Discover our award-winning Customer Experience (C X) blog: [link]. In this PeopleMetrics LIVE! Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Feedback 118

Feedback CEM E-support Download 118

GetFeedback

AUGUST 14, 2019

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). The score is solid. out of 100.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

Eptica

NOVEMBER 26, 2021

Date: Friday, November 26, 2021 Author: Pauline Ashenden - Demand Generation Manager 6 keys to success for outsourced customer service providers. Preparing for future customer service challenges. 9 reasons to embrace messaging for customer service. Published on: November 26, 2021. billion between now and 2025.

2025 121

2025 Customer Service 2021 Blog 121

Eptica

DECEMBER 16, 2020

Date: Wednesday, December 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Learning from Santa’s customer service success. Author: Pauline Ashenden - Demand Generation Manager When it comes to customer service, Father Christmas has been delighting children for countless years. Published on: December 16, 2020.

Customer Service 118

Customer Service 2021 2020 Blog 118

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

Eptica

SEPTEMBER 24, 2021

Our latest blog explores how these ideas are being superseded. How to plan for customer service success at peak times. The Peak-End Rule and what it means for customer service. Categorie(s): Best Practice In the old days, the contact centre was seen primarily as a cost centre. Published on: September 24, 2021.

2021 123

2021 Measurement Blog Article 123

Wootric

DECEMBER 21, 2018

Here at Wootric we pride ourselves on providing information about trends and best practices that can help our CX champions shine. If you missed any, here is your chance to get caught up and ready for a winning 2019: How to Choose the Best Net Promoter Score Software for your Business. Well, four more seasons have come and gone!

Net Promoter Score 56

Net Promoter Score 2018 Blog Article 56

TechSee

JULY 17, 2023

Language Models (LLMs) have emerged as a powerful tool with the potential to revolutionize customer service, automating responses, personalizing experiences, and enhancing operational efficiency. In this blog post, we will explore the five key obstacles service leaders face when integrating LLMs and offer practical advice on overcoming them.

Document 109

Document Interaction Presentation Customer Centricity 109

InMoment XI

NOVEMBER 4, 2014

In recent blogs, I’ve been sharing results of the 2014 Voice of the Customer Challenges and Practices Survey conducted by Maritz.

2014 200

2014 Customer Experience Blog Insights 200

InMoment XI

NOVEMBER 4, 2014

In recent blogs, I’ve been sharing results of the 2014 Voice of the Customer Challenges and Practices Survey conducted by Maritz.

2014 200

2014 Customer Experience Blog Insights 200

InMoment XI

NOVEMBER 4, 2014

In recent blogs, I’ve been sharing results of the 2014 Voice of the Customer Challenges and Practices Survey conducted by Maritz.

2014 200

2014 Customer Experience Blog Insights 200

PeopleMetrics

APRIL 15, 2021

Voice of Customer (VoC) programs use two types of surveys to gather customer feedback: relationship surveys and transactional surveys. The best VoC programs use both. Discover our award-winning Customer Experience (CX) blog: [link]. Watch on YouTube. ? ? ?. Download the chart from this video. ? ? ?.

Net Promoter Score 118

Net Promoter Score Download Voice of Customer Books 118

ShepHyken

NOVEMBER 4, 2016

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. The millennial consumer must be understood in order to deliver an Amazing customer service experience. nurture bonds with customers.

Blog 126

Blog Social Media Mobile Customer Service Innovation 126

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement. It examines two popular transactional customer experience metrics.

2015 61

2015 Blog Customer Experience 2016 61

Comm100

SEPTEMBER 4, 2022

Note: This blog post was originally published in January 12th, 2017. Because it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. 83% of customers expect immediate engage when contacting a company. Practice using shortcuts.

Customer Service 97

Customer Service ROI Apparel Customer Service Representative 97

PeopleMetrics

JUNE 28, 2021

A Voice of the Customer (VoC) program driven by thoughtful and thorough strategic planning will not only help you achieve your customer experience objectives -- it has the power to positively transform your business time and time again. Discover our award-winning Customer Experience (CX) blog: [link].

Customer Experience 77

Customer Experience CEM Customer Centricity Download 77

PeopleMetrics

JUNE 10, 2021

Collecting customer feedback is one thing. Measuring and managing that customer feedback is quite another! And if you want to be customer-centric, you need to make sure you're doing all three. Discover our award-winning Customer Experience (CX) blog: [link]. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Feedback 71

Feedback Management CEM Customer Centricity 71

BirdEye

JANUARY 25, 2023

When left unchecked, one-star ratings can damage your business and impact how customers perceive your brand. In this blog post, we’ll show you how to manage one-star reviews and protect your business’s online reputation. Customers give a product or service a low rating when they are not satisfied with their experience.

Feedback 98

Feedback Customer Satisfaction Brands Management 98

Interactions

AUGUST 19, 2021

That’s why we’ve compiled some of our top blogs around key topics in CX in case you missed them. . Often, in the hopes of a quick fix, brands get creative on how to “remove” pain points from the customer journey. 2) Better Together: Voice and Text are the Future of CX. What do customers really think about customer service?

2021 62

2021 Contact Center Call Center Consumers 62

PeopleMetrics

NOVEMBER 19, 2020

What Are the Best Voice of the Customer (VoC) Alerts? What role do real-time alerts play in a Voice of Customer (VoC) program? What are the best types of alerts? Discover our award-winning Customer Experience (CX) blog: [link]. How Do You Use Them? How do you use them? PeopleMetrics LIVE!

Voice of Customer 62

Voice of Customer Books Events Measurement 62

PeopleMetrics

MAY 27, 2021

Your company is ready to build a customer-centric culture, and has committed to gathering and acting on customer feedback with a Voice of Customer program. Now it's time to design your first customer survey. Discover our award-winning Customer Experience (CX) blog: [link]. Watch on YouTube. ? ? ?.

Customer Centricity 71

Customer Centricity Download Voice of Customer Books 71

Education Services Group

JULY 1, 2022

The role of Customer Success Analysts and the impact we can have, not only on the Customer Success organization, but the entire company, in bringing cross-functional collaboration and alignment. The role that empathy can play in helping deliver value to our customers. Customers want value. Customers need reliability.

Customer Success 52

Customer Success Metrics Document NPS 52

Totango

APRIL 1, 2020

Now, you must focus on locking in your core business, your current customers. Now, you must focus on locking in your core business, your current customers. We are here to help you stay engaged with your customers so you can continue to deliver a great experience for them while they are using your products. all online.

NPS 62

NPS Loyalty Programs Metrics Customers 62

PeopleMetrics

NOVEMBER 4, 2020

Is Voice of Customer (VoC) The Same As Market Research? What is the difference between Voice of Customer (VoC) and Market Research? we talked about the TRUE meaning of “customer-centricity,” and provided some practical tips and guidance on how to start shifting to a customer-centric mindset within your organization.we

Voice of Customer 62

Voice of Customer Marketing Customer Centricity Books 62

PeopleMetrics

MARCH 18, 2021

Survey participation is a key part of an effective Voice of Customer (VoC) program. There are various best practices for getting customers to take surveys, from incentive programs to strategically designed survey reminder emails. Discover our award-winning Customer Experience (CX) blog: [link].

Customer Experience 62

Customer Experience Voice of Customer Customer Voice Books 62

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. consumers by Qualtrics, a customer’s feelings were found to be the biggest driver of consumer loyalty.

2024 78

2024 Innovation Customer Service Omnichannel 78

Eptica

DECEMBER 11, 2020

Extending video into customer service delivers major benefits to both consumers and organisations – our new blog explains the advantages and how it can be incorporated into your contact centre. Read the full blog post here on our parent company Enghouse Interactive’s blog. Published on: December 11, 2020.

2020 66

2020 Blog Communication Consumers 66

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. In addition, he is also a best-selling author, Forbes contributor, blogger & podcaster, and frequent conference speaker.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. How does it benefit organizations and customer experience?

Customer Service 74

Customer Service Technology Interaction Customers 74

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

Customer Journey 91

Customer Journey 2021 Customer Journey Mapping Touchpoint 91

SurveySparrow

DECEMBER 27, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. This is where the Voice of the Customer (VoC) framework comes in. What is Voice of Customer Framework? Let’s dive in!

Voice of Customer 52

Voice of Customer B2B Net Promoter Score NPS 52