Zonka Feedback

APRIL 24, 2023

Looking at starting to measure Customer Satisfaction? Check out the list of top Customer Satisfaction Tools and start your CX journey. Remember the last time you purchased on Amazon.com? Got a feedback form after? Or booked a cab via Uber and had to rate your last ride before you could book another? Successful brands didn't just get there by fluke. They continuously focus on enhancing Customer Satisfaction and providing exceptional customer service, and that has its rewards.

Customer Satisfaction 52

Customer Satisfaction Exceptional Customer Service Customers Feedback 52

Feedbackly

APRIL 27, 2023

As businesses that directly engage with the end user, retail brands cannot ignore the impact of customer experience. Faced with tough competition and demanding customers, they are forced to step up their game or fall behind the market. Building strong relationships with customers is crucial to your retail brand’s success, and customer experience is your trump card.

Retail 52

Retail Net Promoter Score Customer Experience Feedback 52

Alida

APRIL 27, 2023

The world of customer insights has drastically shifted in recent years. With mobile devices becoming ubiquitous and mobile usage continuing to rise, it has become increasingly important for businesses to take a mobile-first approach to their customer insight and survey tools.

Insights 130

Insights Customer Experience Customers Customer Insights 130

Team Support

APRIL 24, 2023

As a customer support professional, you understand that customer experience is one of the key components to a successful business. Because of this, you’re continuing to navigate through the ever changing landscape of customer service by implementing solutions that enhance the customer experience. Nowadays, one of the most prominent ways to revolutionize your customer support efforts is to offer multiple channels of communication for your customers to reach out to you, including live chat.

Customer Experience 75

Customer Experience Customers Customer Centricity Customer Service 75

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JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?

2023

Topdown

APRIL 24, 2023

The best and most successful leaders have proven an ability to create advantages where, historically, there aren’t any. Customer touchpoints are neither a disadvantage or advantage by their simple nature; it really depends on the approach of the individual organization or facilitator of that specific point of contact. In other words, turning customer touchpoints into an advantage is more than feasible.

Touchpoint 62

Touchpoint Customers Customer Journey Consumers 62

Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our values include putting the customer in the center of everything we do.” “We are committed to being customer-centric.” Sound familiar? You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. And that is great. However, like many parts of customer experience, it takes more than just words.

Customer Centricity 143

Customer Centricity Culture Customers Customer Experience 143

ShepHyken

APRIL 25, 2023

One of my favorite concepts to cover in my customer service keynote speeches is to act like an owner. I originally wrote about this in 2011 and shared the story of an 18-year-old server at a pizza restaurant who took so much pride in his work that the guests thought he owned the restaurant. In preparing for an upcoming speech, I worked with Anthony Demangone, CMO of the National Association of Federally Insured Credit Unions.

Customer Service 111

Customer Service Customer Service Training Workshop 2011 111

Alida

APRIL 25, 2023

Alida’s spring release boosters connections between brands and hard-to-reach consumers through mobile-first strategies for immediate and better feedback.

Feedback 130

Feedback Consumers Brands Connections 130

2020 Research

APRIL 26, 2023

What happens when governments raise their central bank interest rates? One ripple effect may be the increased cost of lending for banks. We may also observe a reduction in bond prices, which could deplete the market value of bank capital reserves. Unfortunately, these aren’t speculative scenarios—it’s all happening now in 2023. Mar. 8, 2023: Silvergate Bank, a cryptocurrency-focused institution, was the first to fail due to significant losses in its loan portfolio.

Banking 97

Banking Marketing 2023 Loyalty 97

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Attention government agencies and BPO partners! CXperts is your go-to solution for improving citizen experience. Our omnichannel and digital contact center solutions are designed to supply superior CX, reducing costs and maximizing efficiency. Plus, we are a Minority Owned Business (MBE). With our certifications, we are the perfect partner to help government agencies meet their CX goals and fulfill federal deal requirements.

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TechSee

APRIL 28, 2023

Visual Support for Medical Devices Can be a Game-Changer As a Type-1 Diabetic, I have faced many medical challenges and obstacles in the past 20 years. About a year ago, I had an extremely frustrating experience with my insulin pump. Nobody proving the medical device support could seem to figure out what the issue was. I went weeks without having a consistently functioning device, which caused high blood sugar and daily illness.

Healthcare 109

Healthcare Hospitality Customer Experience Connections 109

Playvox

APRIL 25, 2023

Let’s confess — we’ve all nodded off during on-demand remote training sessions. The recorded talking-head, one-to-many format is a surefire way to put even the most highly caffeinated employees to sleep. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Here are five winning strategies. 1.

Contact Center 94

Contact Center Feedback Customer Service Customer Centricity 94

eglobalis

APRIL 24, 2023

$402bn is on the table for brands that simplify their CX and EX – Customer experience The post U$ 402bn is on the table for brands that simplify their CX and EX – here’s why appeared first on Eglobalis.

Brands 79

Brands Customer Experience Customers Customer Relationships 79

BirdEye

APRIL 28, 2023

Are you an insurance provider who is looking to increase your revenue? If so, then effective insurance marketing strategies are the way to go. These strategies aren’t just about getting more clients, it’s also about retaining existing ones and making sure they keep coming back for more. Fortunately, there are a number of ways to do this. In this blog post, we’ll be discussing seven different strategies that can help you boost your business’s profits and get the most out of every client int

Insurance 82

Insurance Marketing Loyalty Programs Social Media 82

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In today's competitive business landscape, customer experience (CX) has emerged as a critical differentiator. Companies are increasingly investing in CX services to optimize customer satisfaction, drive customer loyalty, and ultimately, enhance their bottom line. Traditionally, businesses have had to choose between a DIY (Do-It-Yourself) approach or a full-service model, where an agency handles the entire CX program.

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TechSee

APRIL 24, 2023

Last week we hosted our quarterly Customer Advisory Board. One of the most common concerns raised by multiple enterprise executives was the impact of economic uncertainty on their service organizations. In this post, we will explore the impact of economic inflation, and five best practices for improving performance by driving adoption of the technology innovations leaders have already made in order to boost service efficiency.

Customer Satisfaction 109

Customer Satisfaction Average Handle Time Culture Measurement 109

ShepHyken

APRIL 28, 2023

This week, we feature an article by Marcelle Santos, a copywriter at TextExpander , a software that helps individuals and teams communicate efficiently and consistently with their customers. She shares why customer standards matter and how your organization can meet them. Want to stand out from the competition? Raise your customer service standards.

Customer Service 71

Customer Service Customers Customer Service Representative Interaction 71

SaleMove

APRIL 28, 2023

Adding AI-powered, 24/7 self-service convenience to your dial-in phone system brings appealing voice banking features to the entire customer experience. The post Unlocking The Power of Voice Banking appeared first on Glia Blog | Digital Customer Service Explained.

Banking 79

Banking Customer Service Customer Experience Blog 79

BirdEye

APRIL 26, 2023

You probably remember receiving an email from a friend saying, “Use my link for a discount!” And they shared a link with you from a shop or brand they want you to try. That link is what’s called a referral link. It’s a special URL created exclusively for that one person to share with their friends via email, social media, text, and other channels.

Social Media 86

Social Media ROI Brands Measurement 86

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In this eBook, you’ll learn how companies are using advanced conversational AI solutions, like Verint Intelligent Virtual Assistant, to deliver actionable service and assist their contact center agents in both voice and digital channels. You’ll also see how our easy-to-use, low-code bot-building environment makes for quicker and more flexible conversational AI deployments that deliver an immediate ROI.

Contact Center

COPC

APRIL 28, 2023

COPC Inc. and the COPC Standards Committee, a group of global customer experience (CX) experts overseeing the evolution of the COPC CX Standard , meet twice a year to ensure the Standard continues to adapt to the changing dynamics of the industry. On April 16 th , Mastercard hosted the bi – annual meeting in Dublin, where discussions centered around the impact of artificial intelligence (AI) on CX.

Customer Experience 76

Customer Experience Customers Contact Center Customer Service 76

ShepHyken

APRIL 24, 2023

Top Takeaways: When an organization makes customers feel special by getting something that appears to be hard to get, they endear customers to the company and make them feel connected to the brand. Our brains are wired in a certain way to react to scarcity. Businesses can use this in a positive way to emphasize value and communicate how working with them through their products or services is in their customers’ best interest.

Customer Experience 62

Customer Experience Customers Customer Relationships Customer Service 62

Michel Falcon Experience

APRIL 28, 2023

To listen to this episode on Apple podcast, click here. To listen on Spotify, click here. To listen to this episode on another platform, click here. The post How to Increase Employee Retention in Any Industry appeared first on Michel Falcon.

Culture 78

Culture Engagement 78

BirdEye

APRIL 25, 2023

Are you looking for ways to promote your business locally? Do you want to reach out and engage with potential customers in your area? If so, we’ve got you covered with over 20 ideas on how to promote your business locally and make your brand the talk of the town. Whether you’re a battle-tested entrepreneur or just getting your feet wet, the no-nonsense, results-driven techniques below will show you how to advertise your business, skyrocket your brand visibility, and help you develop

Social Media 78

Social Media Seminar Workshop Advertising 78

Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author

Are you looking to elevate your CX support strategy? Customers who have a seamless buying experience, from speaking with sales and purchasing the product to easily finding support, are more likely to return to your organization and recommend it to others. With the numerous changes in the market, it is critical that your CX strategy can evolve and better support your customers regardless of where they are in their journey.

Social Media

SurveySparrow

APRIL 28, 2023

In today’s highly competitive business landscape, providing a positive customer experience is more important than ever. A customer’s experience with a company can make or break their decision to continue doing business with them in the future. Therefore, companies must prioritize the customer experience to retain customers, gain new ones, and ultimately succeed in their respective industries.

Customer Experience 52

Customer Experience Brands Customers Customer Satisfaction 52

SurveySensum

APRIL 28, 2023

Did you know exceptional customer service is key to retaining customers? Studies show that 93% of customers are more likely to repurchase from companies that offer excellent customer service. Therefore, it is essential to prioritize your customers and deliver exceptional customer service. This fosters brand loyalty and retains customers. And to ensure that you are effectively measuring and improving customer loyalty, NPS is the right metric for it!

NPS 52

NPS Customer Service Loyalty Measurement 52

Kustomer

APRIL 27, 2023

Ticketing systems have been around for decades. Ticket numbers, formal emails (“don’t reply below this line”), isolated data (“what is your order number?”), have been a part of our lives as customers and customer support professionals. It’s hard to believe a better world is possible. Kustomer, built by industry veterans, was created with a different vision in mind — a customer-centric platform that ties together all the conversations and business information about a customer into a single timeli

Customer Service 52

Customer Service Customers Multi-Channel Interaction 52

BirdEye

APRIL 27, 2023

According to PCMag, 98% of all SMS text messages get opened, and 90% of people open a text within three minutes of delivery. This makes business texting from a computer a remarkably effective way to communicate directly with your customers and close sales. Now there are many tools businesses can use to do that more than ever before. In this blog post, we’ll explore several ways to streamline sending texts to prospects and customers, increasing engagement and sales.

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Wireless Customers Multi-Channel Communication 80

Advertiser: ZoomInfo

When economic headwinds pick up, sales leaders are the first to sound the alarm — and chart a new course. Longer sales cycles, larger buying committees, increased price pressure, and smaller teams can quickly combine to reduce your margin for error and increase the urgency to find a solution. To thrive in a challenging environment, sales teams need a rock-solid grasp of the fundamentals and the biggest force-multipliers they can get their hands on.

B2B