Sat.Aug 21, 2021 - Fri.Aug 27, 2021

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CSAT, NPS, and CES: Customer Satisfaction Score Industry Benchmarks

SmartKarrot

You might be wondering what makes a good customer satisfaction score in your industry. If only there were a way out to compare your performance with your competitors. That is when the underlying concept of benchmarking has made lives easier. By comparing your survey scores with the scores of your competitors, you tend to add more context to your scores.

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In with the Old: Why Brands Should Aim for a Low Ratio of New Customers

Optimove

Out with the old, in with the new! Sounds like some fashion brand’s motto? Might be. One thing’s for sure – when talking about customers, it’s a horrible strategy for brands, even for the wealthiest amongst them. See, brands that are great at spending money on acquisition and are getting lots of people to buy with them in the first place – will not be able to make the next leap in revenue and ROI unless they learn how to keep these customers coming back.

Brands 98
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How to design inclusion into everyday work life

Qualtrics

Foster a culture of inclusion at your organization with these actionable steps. It’s better for your people – and your business. Looking for ways to design inclusion into your everyday work life, but not sure how to get started? We’ve taken a closer look at what it means for a workplace to be inclusive (and diverse), the benefits of fostering inclusion at work, as well as shared some practical tips for designing an inclusive workplace – advice you can take action on today.

Culture 49
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Streaming Providers Use Voice of Customer (VoC) Insights to Improve CX

Alida

There’s no doubt about it: The pandemic turned media streaming from a rising star to a consumer staple.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Guest Post: 5 Reasons Why Customer Experience is the Pulse of Every Business

ShepHyken

This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. He writes about how customer experience can determine the lifeline of a business. What makes a business stand out from the crowd? It is the volume of customers that makes the difference to a considerable extent. Hence, customer satisfaction has become a very important factor for the sustainability of a business.

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Community Soundbites: How we effectively share insights with the business

Thematic

Each month, Thematic hosts a virtual roundtable for CX & insights professionals within our community. Together, we discuss how we’re seeing this space evolving and swap notes on best practices! Join our community here. This month our members joined the call ready dive into the field of sharing insights. We came prepared to express our failures and successes and find some common ground around best practices.

Insights 116
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Accelerating the Customer Experience post-COVID

Lumoa

Before we begin, we’d like to acknowledge the reality that COVID-19 is still an active pandemic. Although we refer to the “post-pandemic world” in this article, we understand that we’re still in the middle of it all — we just hope we can provide a little hope and guidance for the present and future reality of a post-COVID world. In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition.

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Don’t Make Me Repeat My Story!

ShepHyken

I’m always frustrated when I call a customer support number that I’ve called before and have to retell my story. The same goes for when I’m transferred to another person. There is no need for this. . I recently posted that message to social media. My friend and fellow customer service and experience expert Jason Bradshaw responded that the same thing happens with online chat.

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Don’t Apologize to Customers!

Myra Golden

It might surprise you to know I don’t want customer service specialists to apologize to customers. Before you respond to that, let me say that I see apologizing and saying “I’m sorry” as two different things. Today, I’m breaking down what the research says about apologizing, and I’m giving you phrases for expressing “sorry” and empathy.

Customers 119
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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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When Professional Assumptions Prevent Cross Functional Success

One Millimeter Mindset

You and I operate according to a series to basic assumptions which are part of the culture of our professional disciplines. What are yours? Professional assumptions are beliefs taken to be true, even if there is inconclusive proof. Over time, professional assumptions are rationales – as well as excuses – for how you respond to just about any scenario that makes you professionally uncomfortable.

Workshop 106
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Bringing Departments Together in Harmony with Gabe Larsen

Kustomer

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen flies solo as he recounts an interesting leadership phone call, during which he realizes what tools businesses need to be customer focused. He spills the secrets to success you don’t want to miss out on. Listen to the full podcast to learn more!

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Amazing Business Radio: Philipp Wolf

ShepHyken

Managing Customer Success. Preventing Customer Churn. Shep Hyken interviews Philipp Wolf, CEO of Custify , a company that helps SaaS businesses deliver great results for customers. They discuss how to utilize customer information and behavior to help ensure customer success. Top Takeaways: – Customer service can be reactive. It typically happens when a customer reaches out (via phone, chat, email, or other channels) because they have a problem, and the customer service department helps the

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How can you measure customer satisfaction?

ViiBE Blog

ViiBE Blog. How can you measure customer satisfaction? CRM , Customer experience. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Natalia Barszcz. August 25, 2021. Share this article. Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp. Share on email. Contents. Share this article. Share on facebook. Share on twitter.

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The Open CCaaS Advantage Report

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.

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Supporting Your Customers by Going the Extra Mile with Enhanced Support

CSM Magazine

Supporting your customers by going the extra mile with enhanced support leads to happy customers and long-term loyalty. Understanding what is important to customers and what support and services will help make their lives easier is vital to ensuring that you keep your customers happy and build strong customer relationships. Great customer experiences are based on responsiveness, personalization, engagement, and being proactive with helpful solutions.

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Amazon Saves you 75 Hours a Year

The DiJulius Group

We are really buying time from Amazon People don’t buy products from Amazon, they buy time. “We offer low prices, vast selection, and fast delivery, but imagine we ignore all of that for the purpose of this estimate and value only one thing: we save customers time,” says Jeff Bezos. “Customers complete 28% of purchases. Read Full Article. The post Amazon Saves you 75 Hours a Year appeared first on The DiJulius Group.

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IT’s Role in Support for Remote Workers

TechSee

After scrambling to set up remote working environments at the start of the pandemic, enterprises have largely recognized its advantages and adopted the WFH model. This new era has catapulted IT into a front-seat role as remote workers rely on IT to keep them connected daily, especially because popping into the next cubicle is no longer an option. IT expertise is particularly in demand when the remote workforce experiences technical issues – and they do, often.

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Complete Guide to NPS: The Ultimate Question

ChurnZero

Assessing customer satisfaction is crucial and has become an important part of driving growth for a variety of businesses. A Net Promoter Score (NPS) ® is one popular way of measuring customer satisfaction in a way that’s easy to understand. It will help you set benchmarks to get a clear picture of your performance with your customers. Let’s start with the basics.

NPS 98
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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Navigating the ‘Pingdemic’ with Flexible CX Teams

CSM Magazine

Recently hundreds of thousands of people have been ‘pinged’ by the NHS COVID-19 app to alert them to isolate due to close contact with someone who has tested positive for the virus. This phenomena, labelled the ‘pingdemic’, has resulted in 600,000 people being told to isolate by the NHS COVID app in one week, causing disruption to services across the country and widespread staff shortages.

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How to Supercharge Your Agents and Build Better Customer Relationships With Dedicated Agent and Live Mode

Kustomer

Buyer expectations are higher than ever, and providing fast, effortless, and personalized support is no longer an advantage — it’s a necessity. According to research by PwC, 73% of consumers consider customer experience an important factor in purchasing decisions. Yet, only 49% believe companies provide a good customer experience, and one in three (32%) will walk away from a brand they love after just one negative experience.

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[EP.6] Strategizing Social Media for an Ever-Evolving World

Lithium

Lucas Diorio ( ), Social Media Manager at GTB, joins us for an episode of Titans of Customer Engagement to discuss his ideas on how to keep up in an ever-changing digital landscape. Don't forget to share with your peers , leave us a rating or review, and continue the conversation in the comments section! Hit that subscribe button wherever you listen to your favorite podcasts!

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5 Ways to Show Gratitude to Essential Workers During National Customer Service Week

Hallmark Business Connections

This article was originally published on Business 2 Community. Normally, the first full week in October provides a prime opportunity for companies across all industries to showcase their passion for customers and the employees who serve them. Punctuated by everything from in-house CEO talks to banquets to even picnics where families participate in a little friendly competition, National Customer Service Week has been heralded historically as a highlight for customer service representatives and

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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The 7 Best Knowledge Base Software + How to Choose One

Help Scout

We all know the old axiom “knowledge is power.” And though it’s true, there’s a caveat: In order to unlock the power of any knowledge, people first need access to it. Access to knowledge is an issue many businesses face. They have information to share with customers, but they don’t always have an effective means by which to share it. Luckily, there’s a tool that addresses that very issue: knowledge base software.

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Increase your customer service strength

Customer Enthusiast

I recently received a delivery of a weightlifting system by a local fitness equipment company. I met the delivery truck in my driveway and gave the foreman a quick orientation about the best door to use, location of the weight room containing the old universal weight machine that required dismantling and removal, and where to … Continue reading "Increase your customer service strength".

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Roundup: 18 free call center training resources for digital-first agents

NICE inContact

Raise your hand if you owe a few contact center agents apologies for how you treated them before you worked in customer experience.

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PK Named a Leader in loyalty services

PK

The world has changed significantly over the past year, but loyalty has not, and organizations will need to rethink how to approach loyalty in a post-pandemic world. PK continues to […]. The post PK Named a Leader in loyalty services appeared first on PK.

Loyalty 98
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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.