Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

2018 89

2018 Blog Average Handle Time 2019 89

Retently

MARCH 29, 2023

Total pre-orders for Tesla Model 3 surpassed many expectations at more than a quarter of a million in less than three days. To show you the bigger picture, this is more than 70 percent of annual sales for the leader in this market segment – Mercedes Benz C-Class.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

Beyond Philosophy

APRIL 25, 2024

Storytelling is an essential part of communication with customers, too. Today, we examine why storytelling is a powerful tool in a marketer’s toolbox. Emotions help reinforce what you remember, so an emotional story is even better for helping people remember it. A brand that uses this tactic is Ikea.

Customer Engagement 78

Customer Engagement Engagement 2002 Workshop 78

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ShepHyken

FEBRUARY 16, 2018

This week we feature an article by Daniel Bakst who explains why competitive benchmarking is key to better serving your customer base. – Shep Hyken. Contextualizing your brand’s place amongst competitors in the industry you encompass is vital to creating a leading Customer Experience.

Blog 86

Blog Measurement Customer Centricity Article 86

Daniel Group

APRIL 18, 2024

Intuitively, we recognize the pivotal role of communication in delivering a memorable customer experience. If you reflect on your own positive experiences, many of them likely arose from the effectiveness of communication. This statistical result is consistent with my observations of customer behavior.

Communication 98

Communication NPS Net Promoter Score 2008 98

BirdEye

AUGUST 29, 2023

Happy customers build successful businesses. 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. Why is customer satisfaction important?

Customer Satisfaction 98

Customer Satisfaction Social Media Omnichannel Net Promoter Score 98

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. 5,000 experiential branding organization whose clients include Samsung, Time Warner, Netflix, and Sony. As one would expect, an increasing number of business organizations are now using chatbots to fuel their marketing and customer service efforts.

Social Media 53

Social Media Blog ROI Brands 53

Feedbackly

NOVEMBER 17, 2022

Net Promoter Score (NPS) is a glorified metric in the field of customer experience. Sure enough, the simple question of how likely a customer is willing to recommend the business to others captures many aspects like satisfaction, loyalty, and retention rate. How is EVI® Better? How Do I Make the Switch?

NPS 98

NPS Net Promoter Score Touchpoint Metrics 98

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

BirdEye

DECEMBER 8, 2023

We live in a world where one tweet, review, or post can tip the scales for your brand. It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business. In the fast-moving online world, keeping up with what people think and say about your brand is a big challenge.

Management 115

Management Social Media Brands Consulting 115

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

Feedbackly

JUNE 21, 2023

As customers, we experience different emotions with different brands. We are loyal towards brands that appeal to our emotions and turn away from those that don’t. For businesses, these customer emotions are very important to consider. Now, why is measuring EVI® crucial? How do your customers perceive it?

Measurement 95

Measurement Loyalty Programs Metrics Touchpoint 95

ShepHyken

AUGUST 16, 2019

While there are plenty of things you can read and watch that might give you some tips and advice on how to communicate better, reading alone doesn’t cut it. Instead, why not practice those skills in your team in a way that’s as fun as it is effective? Communicating clearly and effectively is key when working with customers.

Communication 87

Communication Blog Books Article 87

ShepHyken

JANUARY 11, 2019

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback.

Feedback 94

Feedback Blog NPS Net Promoter Score 94

BirdEye

OCTOBER 11, 2023

Customer experience is much more than just a buzzword, especially in the insurance industry. And that is why it is time to understand the factors contributing to customer experience in the insurance industry. Zendesk reports that 50% of consumers will switch to a competitor after one bad experience.

Insurance 110

Insurance Customer Experience Social Media Omnichannel 110

Ascribe

MAY 6, 2024

By Rick Kieser, Ascribe CEO The customer satisfaction survey has become an epidemic. Whether you are buying a product, eating at a restaurant, or enjoying some other experience, it won’t be long before you receive an email asking you to complete a survey about the experience. I clicked on the link and started the survey.

Hotels 52

Hotels Customer Satisfaction Feedback Sports 52

Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. 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. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

Customer Centricity 169

Customer Centricity Voice of Customer Social Media NPS 169

Comm100

DECEMBER 8, 2020

Chatbots were designed to streamline customer interaction. They save you time and money on customer services, while also improving your customer satisfaction levels. Today we’re rounding up some of the most amazing ways in which chatbots can improve your customer satisfaction and take your business to the next level.

Customer Satisfaction 53

Customer Satisfaction Blog Customer Service Representative Social Media 53

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

BirdEye

OCTOBER 16, 2023

Beauty industry entrepreneur, Elizabeth Arden, once said, “Reputation makes customers.” In fact, your business’s local search engine optimization (SEO) reputation signals search engines about your brand. The better the optimization, the higher you’re likely to be found in Google’s local pack results.

Management 109

Management Demo Brands Consumers 109

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR HR Dive) Dissatisfied employees were more than 2.5 HR Dive) Dissatisfied employees were more than 2.5

Article 103

Article 2021 Customer Service Contact Center 103

ShepHyken

NOVEMBER 17, 2017

This week we feature an article by Megan Wenzl about the importance of online reviews to your business and customer engagement. Customer engagement is the communication with customers through a variety of channels to create emotional connections that foster customer loyalty. Reviews Help Customers Find You.

Customer Engagement 81

Customer Engagement Blog Engagement Hotels 81

ShepHyken

MAY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Create the Authentic Relationships Customers Crave by Ed Hallen (Fast Company) In a world of infinite choices, customers remember brands that provide genuine, trustworthy, and authentic experiences.

Article 64

Article Net Promoter Score Customer Service 2023 64

BirdEye

JANUARY 5, 2023

With the rise of social media and customer reviews, an online reputation manager has become an essential role for organizations looking to maintain a positive online presence. Investing in this position can help you attract new customers and protect your brand’s online reputation.

Management 98

Management Multi-Channel Social Media Interaction 98

SurveySparrow

FEBRUARY 9, 2024

Every customer who comes to you has a unique story that influences their journey and impacts their purchase decision. For some, it could be the desire to find an alternative or enhance an already existing experience. But if they are considering your brand, it means they think your product or service has exactly what they need.

Customer Journey 52

Customer Journey Marketing Social Media Brands 52

Feedbackly

MARCH 1, 2024

There’s no doubt that Customer Experience (CX) in 2024 is going to be ripe with some new changes and challenges, especially within the digital retail space. However, as the latest trends point out, one of the definitive factors that will alter the customer-brand relationship this year will be emotional experience.

2024 59

2024 Metrics Webinar Brands 59

Beyond Philosophy

DECEMBER 14, 2023

In a meeting with a long-time client, I learned how pleased they were with their repeat business, which they saw as loyal customers coming back for more. I knew these customers would leave my client when the competition had a good enough offer. After all, don’t loyal customers bring you repeat business?

Loyalty 88

Loyalty Rewards Programs Loyalty Programs Airlines 88

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 108

B2B Customer Experience B2C Net Promoter Score 108

Beyond Philosophy

JULY 16, 2020

Today, we decided to address memory and how crucial it is to enhance your customers’ recollections of their experience with you. Chen says that the Return Trip Effect describes how, when you go somewhere you are looking forward to, the trip to the destination often feels like it takes longer than the one going back.

Events 194

Events Books Consulting Feedback 194

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 93

Customer Satisfaction Feedback Interaction Insights 93

BirdEye

MAY 1, 2023

Making the most of customer reviews to boost your brand awareness, sales, and earning potential is key. In this blog post, we’ll teach you ways to request reviews, use them to attract more customers, and professionally handle any negative reviews. It nudges them toward buying your product or exploring alternatives.

Social Media 97

Social Media Feedback Advertising Customers 97

Comm100

FEBRUARY 15, 2022

The modern global consumer is impatient, specific about their needs, and more than willing to jump ship to go to another brand if you fail to impress them immediately. It heavily utilizes digital technology products and services to cater directly to customer needs. Let’s break down how you can do just that now.

Consumers 52

Consumers Blog Customer Service Social Media 52

Beyond Philosophy

AUGUST 25, 2022

Providing proactive experiences is part of the future I see for Customer Experience , a side effect of Customer Science. For those who read this newsletter, you know that Customer Science is where we have a convergence of artificial intelligence (AI), data, and behavioral sciences. Building a Proactive Experience.

Contact Center 147

Contact Center Hotels Social Media Interaction 147

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. work to prove or debunk a myth (or myths) through a series of experiments involving trial and error, advanced exploration and communication. I am a big advocate of the policies and procedures myth!

Blog 0

Blog Customer Service Communication Customers 0

SurveySensum

APRIL 1, 2024

Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand.

Brands 52

Brands Social Media Feedback Loyalty 52

Doing CX Right

SEPTEMBER 19, 2020

Who owns customer service? We dive deep into using emotional intelligence to have great experiences. 8 strategies to get great customer service based on YOUR actions: 1. Approaching with clear goals and a curious, rather than accusatory stance, will set the right tone. Do not take anything personally.

Customer Service 126

Customer Service Social Media Blog Customers 126