ViiBE Blog

FEBRUARY 9, 2021

What is field service management? Field service management (FSM) is an umbrella term for how a company directs its field operations. Field service management extends to scheduling services, dispatching technicians, tracking job statuses, invoicing and billing, and interacting with clients. The impact of field service management.

Management 52

Management 2021 Omnichannel Net Promoter Score 52

ProProfs Chat

AUGUST 10, 2018

Out of all the listed options, live chat helps to grab relevant customer information that helps the organization improve customer satisfaction rate. Adding live chat software to your website can help to: Provide real-time support to customers. Market products and enhance brand value. Boost sales.

Customer Satisfaction 72

Customer Satisfaction Reference Brand Values Sales 72

delighted

MARCH 16, 2021

Guest contribution by Lawrence Tai, Product Manager at Nike. How do they know if their customers are truly happy with their product and have a good experience? If you haven’t heard of it before, and you’re in the world of Product and Consumer Experience, then read on to learn what NPS is and how it’s calculated. So what is NPS?

Net Promoter Score 97

Net Promoter Score NPS Management 2003 97

BirdEye

DECEMBER 26, 2023

Brand salience is a marketing metric that describes the degree of importance or prominence a brand holds in the consumers’ minds during their buying decisions. It tells us about the brand or business’s recall ability and top-of-mind awareness within a product or service category. Brand awareness Brand salience 1.

Brands 104

Brands Social Media Competitive Advantage Measurement 104

CSM Magazine

MARCH 26, 2024

Brand identity is fundamental to success, representing how consumers perceive and experience a company. These centers, where customers engage with a company, hold significant influence over brand identity. For instance, a customer interacts with a company’s social media page, asking a question about a product.

Contact Center 52

Contact Center Brands Social Media Call Center 52

BirdEye

OCTOBER 5, 2023

What’s the first thing that comes to mind when someone mentions your brand name? Today’s marketplace is competitive and transparent, so managing brand perception isn't just important - it's imperative. The stakes are high, with 91% of customers admitting they'd switch to a competitor following a poor customer experience.

Measurement 62

Measurement Brands Social Media Net Promoter Score 62

Stella Connect

DECEMBER 7, 2021

But what are the best practices that set customer-first companies apart from the rest? For answers, our team at Stella Connect by Medallia commissioned a research study of more than 2,100 consumers in the US and UK to uncover key drivers of customer sentiment , behavior, preferences, and loyalty.

Insights 99

Insights Customer Service 2022 Customer Satisfaction 99

Lumoa

MARCH 8, 2023

In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. With an increasing number of options for consumers, telcos must prioritize CX to stay ahead of their competitors. To this end, telcos must be bolder in their approach.

Customer Centricity 83

Customer Centricity Telecommunications Webinar Feedback 83

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations.

Contact Center 105

Contact Center Call Center 2027 Customer Satisfaction 105

Lumoa

MARCH 3, 2023

Why Financial Services Companies Should Focus on CX Now That a Recession is Approaching According to Ekaterina Mamonova, when a brand makes a promise, and its CX delivers on it well, it produces a positive feedback loop that supports brand integrity and brand values. Here are the main takeaways.

Financial 83

Financial 2023 Metrics Loyalty 83

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations.

Contact Center 52

Contact Center Call Center 2027 Customer Satisfaction 52

GetFeedback

MAY 9, 2019

That’s because a bad customer experience interrupts our day. We don’t expect it as consumers—we anticipate that brands will always meet our needs and wants. So when bad customer experiences happen, the news of it spreads on social channels and by word-of-mouth. What is customer experience management (CXM)? .

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

CSM Magazine

FEBRUARY 7, 2023

Calabrio’s own research reveals that most consumers will only tolerate 2 (44%) or 3 (30%) negative interactions before switching brands. It also uncovered that 3 in 5 consumers would switch brands due to negative contact centre experiences. Stay true to your brand values.

Customer Experience 52

Customer Experience 2007 2009 Customer Service Strategies 52

BirdEye

OCTOBER 6, 2023

Your business’s online reputation management is your bread and butter. Your brand reputation management should be your #1 marketing priority. This constant threat to your brand’s name is known as reputational risk. Understanding reputational risk and how to manage it effectively can safeguard your business.

Social Media 57

Social Media Airlines 2009 Financial 57

Oracle

FEBRUARY 14, 2020

Loyalty, or more aptly referred to as love for the purposes of this article, is a byproduct of exceptional consumer experiences. Yet, earning loyalty – love – is particularly challenging for brands in the face of increased competition and consumer apathy. Tip #3: Communicate the brand purpose.

Loyalty 79

Loyalty Brands Loyalty Programs Customer Journey Mapping 79

BirdEye

JUNE 16, 2023

It includes elements like your brand name , logo, visual imagery, and key messaging symbols that you use to communicate to your customers. Branding isn’t a one-time effort. To maintain your company’s brand health, you’ll need processes and strategies to measure, track, and manage its impact.

Brands 98

Brands Social Media Insights Feedback 98

BirdEye

FEBRUARY 23, 2024

Each department is vital to any successful organization: the marketing department fuels the hype, finance manages the cash flow, and operations keep the engine running smoothly. Each type of communication is crucial for managing a company’s public image and internal harmony.

Communication 62

Communication Multi-Channel Culture Social Media 62

Russel Lolacher

JUNE 15, 2021

We can’t forget that improving organizational health improves customer engagement. Net Promoter Score (NPS) – a single question used to measure customer satisfaction with a product or service. Employees feel less connection and belief in the corporate vision/mission = diminished brand value.

Employee Experience 128

Employee Experience Customer Service Net Promoter Score 2021 128

Stella Connect

SEPTEMBER 16, 2021

According to our 2021 customer service statistics , based on a study of over 1,000 individuals in the U.S., 53% of consumers say they would likely stop doing business with a brand after a negative customer service interaction. Define any customer service terms referenced within your card.

Customer Service Training 52

Customer Service Training 2021 Feedback Brands 52

SurveySensum

FEBRUARY 20, 2024

That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction? Because acquiring a new customer can cost five times more than retaining an existing one. So, what exactly is customer satisfaction?

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

SurveySensum

FEBRUARY 20, 2024

That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction? Because acquiring a new customer can cost five times more than retaining an existing one. So, what exactly is customer satisfaction?

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

Eptica

SEPTEMBER 30, 2015

In highly competitive markets brand reputation and values are built on the experience that consumers receive and share on social media. The balance of power has changed – your brand is what your customers say it is, rather than how you define it within your organization.

Customer Experience 83

Customer Experience Social Media 2015 2013 83

Stella Connect

NOVEMBER 9, 2021

Not only is the retail industry particularly vulnerable to customer churn (second only to cable companies), but customers are increasingly likely to switch brands due to poor customer service. . To ensure your seasonal hires represent your brand well, you should focus your efforts in the following areas.

Customer Service 87

Customer Service Poor Customer Service Contact Center Retail 87

CSM Magazine

FEBRUARY 12, 2020

Successful eCommerce depends on giving customers a pleasant experience from the homepage to their shopping cart, which can be tough to manage. On the other hand, with how streamlined everything is today, being physically available 24/7 to handle customer questions or simple site navigation isn’t mandatory.

2022 52

2022 Call Center Consumers Reference 52

Second to None

MAY 15, 2018

To put it in a nutshell, brand equity can be defined as a value of a brand in terms of how customers perceive that particular brand and feel about it based on their experiences with it. However, saying that brand equity and brand value are synonyms would be a simplification.

Measurement 59

Measurement Brands Social Media Voice of Customer 59

SurveySparrow

NOVEMBER 20, 2020

69% of consumers love chatbots because they provide quick and simple responses. According to a report, 33% of the consumers are likely to place online orders and make reservations using chatbots. Go through the entire post and wonder how your business ever managed to survive without one! Chatbots Boost Brand Values.

E Commerce 52

E Commerce E-support Virtual Agent Brand Values 52

ProProfs Chat

DECEMBER 22, 2019

With the ever-changing scenario of business globalization, companies are thriving hard to retain their brand’s loyalty by creating cutting-edge product sales strategies. But, with the overwhelming consumer demands and customer expectations, you cannot afford to negate the importance of satisfactory customer services. .

Customer Service 101

Customer Service Social Media Customer Retention Loyalty 101

ProProfs Chat

JUNE 22, 2018

Did you know that 55% consumers are willing to pay more to have a delightful experience? A report by McKinsey says that 70% of product or service buying experiences are totally based on how the customers feel they have treated. For about 62% organizations , customer experience is viewed as a great competitive differentiator.

Customer Service 108

Customer Service Leadership Customers Competitive Advantage 108

Alliance by IFS

MARCH 28, 2019

But in order to fully utilize contingent labor, companies must effectively onboard and manage these temporary employees. Best-in-class organizations are diligent from hiring to on-boarding to performance management of contingent labor. Effective Knowledge Management.

2019 36

2019 Webinar Customer Satisfaction Customer Centricity 36

BirdEye

SEPTEMBER 6, 2023

And that information comes from various sources, especially market research surveys, marketing surveys, and other customer surveys. When businesses take customer feedback and overall brand perception seriously, they significantly improve their conversion rates, brand value, and revenue.

Marketing 57

Marketing NPS Advertising Brands 57

ProProfs Chat

SEPTEMBER 9, 2020

Such loyalty program ideas help your customers feel like they belong to a place and that a brand values them. Help Customers Upgrade Services With One Time Fees. So while you create such a program, make sure that its members get exclusive benefits that other customers don’t.

Loyalty Programs 96

Loyalty Programs Loyalty Net Promoter Score Rewards Programs 96

Hero Digital

DECEMBER 11, 2018

Customer experience design is all about putting the customer first to build and deliver solutions that are both memorably helpful and enjoyable. But as products and services continue to emphasize customer satisfaction, the future of brand differentiation will be creating emotional brand experiences.

Connections 42

Connections 2018 Brands Healthcare 42

Comm100

JUNE 30, 2021

Customer service is often cited as the most important factor in customer satisfaction. It’s why we’re here to talk about how your customer service team can give your customers a positive experience, no matter the circumstance or query. What exactly is customer service? Source: [link].

Customer Service 52

Customer Service Customer Experience Social Media Customers 52

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? Listen to your customers. Artificial Intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Stella Connect

SEPTEMBER 22, 2017

At the same time, travel customer service will be tested like never before. Consumers looking to escape the winter doldrums or plan for summer vacation might engage travel companies only during peak season, or perhaps two or three times throughout the year. 5 Best Practices That Will Distinguish Your Travel Customer Service.

Travel 40

Travel 2018 Customer Service Contact Center 40

ProProfs Chat

APRIL 24, 2020

Believe it or not, but customer service psychology is one of the driving factors for their success. Well, just in case you are thinking about how we actually work upon our customer service psychology, then it is important to monitor whether you’ve managed to achieve your goal of keeping your customers satisfied or not. .

Customer Service 82

Customer Service Social Media Customers Communication 82

ProProfs Chat

DECEMBER 12, 2019

“Customer satisfaction is worthless. Customer loyalty is priceless.” “Because in any economy – especially a down economy – Customer loyalty is your strongest asset! . “Because in any economy – especially a down economy – Customer loyalty is your strongest asset!”

Customer Service 80

Customer Service Customer Experience Advertising Customers 80