ShepHyken

OCTOBER 27, 2021

“I’m sorry.” Customers love to hear those important words, especially when they are calling about a problem or have a complaint. I briefly covered this in a recent article ( The Five Best Things to Say to an Angry or Upset Customer ), but I want to dive into the “I’m sorry” comment a little deeper. . Not long ago I called a customer support center and early in the conversation the agent said, “I’m sorry you are experiencing this problem.

Customer Service Training 145

Customer Service Training Customers Customer Service Article 145

TechSee

OCTOBER 27, 2021

When customers need help, they most often turn to the company’s 800 number for support. According to research , more than 50% of customers across all age groups typically use the phone to reach customer service, making it the most used channel for customer support. But not all voice-based calls are considered equal. The quality of an agent-customer interaction is impacted by the customer’s ability to describe the problem accurately, the agent’s skill level in diagnosing the issue, and individual

Contact Center 109

Contact Center Call Center Measurement Communication 109

FiveStars

OCTOBER 27, 2021

Loyal customers keep your revenue flowing. In fact, loyal customers spend 67 percent more than occasional customers, which is why focusing on repeat business is a necessity. But, how? The post 5 Ways to Increase Customer Loyalty appeared first on Fivestars Insights.

Loyalty 98

Loyalty Customers Insights Rewards Programs 98

BirdEye

OCTOBER 27, 2021

Look up at the sky on a clear night, and you would swear there are billions of stars, but did you know only about 5,000 stars are visible to the naked eye? Visible stars are also important for your business, reviews. Luckily, unlike the universe, you are in control of the stars visible to others, and how you achieve this is by having strong visibility on review sites. .

Hotels 98

Hotels Healthcare Travel Automotive 98

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Help Scout

OCTOBER 27, 2021

The relentless customer with suspiciously sharp teeth, and the disturbing silence of an empty inbox. Three support stories to scare any customer service professional this Halloween.

Article 104

Article Customer Service Customers 104

Integrity Solutions

OCTOBER 27, 2021

Differentiating on service isn’t just a smart strategy for growth; increasingly, it’s a survival strategy. In a world where customers have more options available to them — and more ways to vent frustrations publicly — you can’t afford to drop the ball on excellent customer service. Last week was National Customer Service Week , an annual — and now global — event devoted to celebrating the people who make customer service happen.

Customer Service 67

Customer Service Banking Customer Service Training Culture 67

The DiJulius Group

OCTOBER 27, 2021

Chief Revolution Officer John DiJulius of the DiJulius Group discusses how to make your customer experience training more fun and effective. Your customer experience strategy is worthless without ensuring it is retained and executed by every existing and new team member. Just because your employees were in attendance at your customer service training or watched.

Customer Experience 59

Customer Experience Customer Service Training Article Customers 59

Totango

OCTOBER 27, 2021

What’s scarier than a ghost roaming around your attic? Being ghosted by a client – especially one that you’ve put a lot of time and effort into nurturing. There are a number of reasons why a customer may ghost you. They could simply be in the midst of a really busy period or they could have decided they just don’t like or need your product anymore. Whatever the reason, being ghosted hurts.

Customer Success 71

Customer Success Metrics Customers Engagement 71

SurveySparrow

OCTOBER 27, 2021

Despite what you might be thinking, the phrase customer intelligence doesn’t have anything to do with your customers’ IQ levels! Instead, customer intelligence is all about gathering data to better understand why customers act in the way they do. . In turn, businesses can use these data points to better predict customer actions and improve the customer experience. .

Social Media 52

Social Media NPS Customers Insights 52

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

Magellan Solutions

OCTOBER 27, 2021

How To Choose a Good Phone Answering Service Provider. Phone answering services are vital to any business in more ways than one. Serving as the frontline of your business, a good phone answering service can drastically improve your business operations and customer support. Convenient and cost-effective, outsourcing services provide quality service specifically designed to a certain area; this saves business owners time and work, which they can channel to other areas that need focus.

Call Center 52

Call Center Entertainment Customer Satisfaction Brands 52

Playvox

OCTOBER 27, 2021

If your contact center isn’t currently focusing on cross-selling and upselling, you’re missing a great opportunity to strengthen customer relationships and increase revenue. Our original contact center research revealed that 28 percent of contact centers generate 11 to 20 percent of their revenue from cross-selling and upselling. Yet, increasing revenue isn’t the most cited reason for having a cross-sell/upsell program. .

Contact Center 52

Contact Center Call Recording Sales Interaction 52

Totango

OCTOBER 27, 2021

What’s scarier than a ghost roaming around your attic? Being ghosted by a client – especially one that you’ve put a lot of time and effort into nurturing. There are a number of reasons why a customer may ghost you. They could simply be in the midst of a really busy period or they could have decided they just don’t like or need your product anymore. Whatever the reason, being ghosted hurts.

Customer Success 62

Customer Success Metrics Customers Engagement 62

MyCustomer

OCTOBER 27, 2021

Loyalty How customer success and CX can work together.

Customer Success 75

Customer Success Customer Experience Loyalty Customers 75

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Measurement

SAP Customer Experience

OCTOBER 27, 2021

This month the Customer Interaction Center will be hosting not one but five live Webcasts which you can register for at the time that best suits you with the links below (or you can watch the recordings after). We look forward to seeing you there! Incident Management (English) Date: 3rd.

2021 64

2021 Interaction Management Customers 64

delighted

OCTOBER 27, 2021

The tighter the job market gets , the more important it becomes to have a solid candidate recruiting experience and feedback-driven system for employee retention. To support your company in that goal, today we’re excited to announce 3 new HR/recruiting platform integrations that automate employee feedback collection throughout the entire employee lifecycle: Greenhouse, Zoho Recruit, and BambooHR.

Feedback 52

Feedback Net Promoter Score Employee Experience 2021 52

Uplight

OCTOBER 27, 2021

Renters, for many utilities, are challenging to engage. But this segment is more concerned about their energy bills than other segments, and are less likely to think that their energy bill is affordable. The Smart Energy Consumer Collaborative surveyed over 1,000 residential customers to understand what renter’s attitudes are towards energy, what programs and offers Read More.

Consumers 52

Consumers Engagement Customers 52

SurveySparrow

OCTOBER 27, 2021

Things are finally starting to look up. We think that it might, could be possible to vaccinate most of the world against COVID 19 by 2022. Frankly, most of us are hitting a pandemic wall right now. After enduring two full years of COVID 19 with all of its chaos, it can be hard to care about work some days. In this situation, how can you boost your employees’ morale?

Feedback 52

Feedback Events Leadership Management 52

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

SAP Customer Experience

OCTOBER 27, 2021

This month the Customer Interaction Center will be hosting two Webcasts aimed to-wards our APJ Customers, Partners and Colleagues which you can register for at the time that best suits you with the links below (or you can watch the recordings after). We look forward to seeing you there! Webcast.

Interaction 56

Interaction Customers Customer Experience 56

MyCustomer

OCTOBER 27, 2021

Engagement Do brands walk the talk when it comes to empathy?

Brands 55

Brands Customer Service Marketing Engagement 55

Forrester's Customer Insights

OCTOBER 27, 2021

Continued supply chain disruption, the “Great Resignation,” and increasing customer expectations will push brands to reevaluate their approach to customer experience in 2022.

2022 49

2022 Customer Expectations Brands Customer Experience 49

SmartKarrot

OCTOBER 27, 2021

Role: VP, Customer Success Location: Remote, Sunnyvale, CA, US Organization: Clari As a VP of Customer Success, you will lead all aspects of the Customer Success organization which includes driving strategic adoption, ensuring a remarkable customer experience, and optimizing ongoing engagement with Clari. Attract, hire, and empower a world-class team that can manage large, complex customer installations, and provide advisory services on revenue operations and intelligence.

Customer Success 19

Customer Success Culture Customers Feedback 19

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Information

Forrester's Customer Insights

OCTOBER 27, 2021

The biggest retail trends of 2022 will involving tapping into the circular economy and using returns to retain customers. Learn more.

2022 49

2022 Retail Consumers Customers 49

SmartKarrot

OCTOBER 27, 2021

Sometimes, what matters is not what we add but what we eliminate. While we spend so much time, energy, and manpower to think of ways of adding or increasing something, we tend to forget ways of simply eliminating the customer friction points and simplifying the task, as is. In this post today, this is what we shall be covering today. How to identify the points where you see customer friction and then how to remove or eliminate them one by one.

Poor Customer Service 19

Poor Customer Service Reference Customer Success Customers 19

Forrester's Customer Insights

OCTOBER 27, 2021

In 2022, consumers will continue testing new ways to fulfill their needs with an eye towards long-tail pandemic disruption. In the process, their new behaviors will create new economies.

2022 26

2022 Consumers Customer Insights Insights 26

QuestionPro Audience

OCTOBER 27, 2021

Imagine doing a research study on the experience of driving a car, but all the participants are exclusively motorcycle users; inevitably the results will be useless for the research we aimed for. This type of error that occurs when conducting a research study with a poor selection of participants is known as sampling bias , and can be prevented by always selecting participants at random and from different contexts.

Transportation 88

Transportation Information 88

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Customer Engagement