Lumoa

AUGUST 18, 2022

Recently, I read a blog by Ron Miller (author at TechCrunch and former corporate blogger for Intronis) entitled “I’m so over customer surveys” He talks about his annoyance with endless survey requests regarding company products and services. I mean, we get it. The question is, what can a business do to turn things around?

Customer Journey Mapping 83

Customer Journey Mapping Customer Journey Feedback Voice of Customer 83

Beyond Philosophy

FEBRUARY 27, 2020

, a significant psychological concept that plays into many decisions we make, that we discussed on a recent podcast. You might think the term describes super-exaggerated markdowns, but it doesn’t. . Hyperbolic Discounting is what happens when we have the choice between a reward now and a reward later. Which of those two options would you want? .

Financial 187

Financial Consulting Insurance Books 187

Totango

JULY 6, 2021

In this blog, we’ll cover what customer loyalty is, why measuring it is important and what KPIs you can use to track it. Being able to quantify how loyal your customers are can help you evaluate where you stand with your clients, predict where your customer relations are going and take steps to strengthen their engagement and satisfaction.

Loyalty 111

Loyalty Net Promoter Score Measurement NPS 111

PeopleMetrics

JULY 17, 2018

P.S. What did you think of this blog post? A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). In this book , you’ll see VoC more than any other term, though you can use each of these terms interchangeably. So, what is CX measurement or VoC? Let’s start with what it is not.

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Measurement CEM Telecommunications 2001 210

SurveySensum

FEBRUARY 29, 2024

To further explore this crucial topic, in this blog, we’ll be delving into employee satisfaction and its profound impact on your business’s success. Happy employees, happy business. It’s not just a saying, it’s a strategic imperative. Meet Neha, a talented employee who consistently met targets. So, what is the solution here?

Culture 52

Culture Customer Satisfaction Loyalty Reference 52

Steve DiGioia

FEBRUARY 7, 2022

appeared first on Steve DiGioia Customer Service Blog. There’s always that one employee who refuses to follow directions. It seems that no matter how many times you talk to him, he continues to “forget” to do what he’s told or at worst, intentionally refuses to do it. So, what do you do with an employee like this?

Financial 138

Financial Leadership Management Brands 138

BirdEye

OCTOBER 31, 2023

In this blog, you’ll learn how to brainstorm name ideas, check business name availability, and ultimately secure a name that aligns with your brand vision and paves the way for your success. And when you hear “Coca-Cola,” you think of refreshment, the iconic red and white logo, and the unmistakable taste of a classic soda.

Social Media 110

Social Media Brands Reference Consulting 110

Eptica

JUNE 1, 2022

Our latest blog discusses how self-service is evolving and explains best practice for successful deployments. Our latest blog discusses how self-service is evolving and explains best practice for successful deployments. Published on: June 01, 2022. Read the full article on our parent company Enghouse Interactive’s site here.

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2022 Blog Article Interaction 118

Steve DiGioia

JULY 10, 2023

You watch them grow and learn, and finally, they’re ready to take on the world on their own. But before you know it, they’re handing in their resignation letter, moving on to greener pastures, and leaving you feeling frustrated and maybe even a little betrayed. Was it worth training these employees or was it money down the drain?

Loyalty 52

Loyalty Financial Culture Engagement 52

CSM Magazine

JANUARY 25, 2022

Read our next blog for practical tips on addressing complexity in the contact centre. Running a contact centre today is a tricky business but it doesn’t have to be – with the right mindset and a human approach it pays to keep it simple. Many believe modern contact centres have become far too complex.

Average Handle Time 52

Average Handle Time Roadmap Webinar Technology 52

Win the Customer

SEPTEMBER 5, 2023

In this blog post, we’ll explore why social media customer service is so important and why businesses should prioritize it. In today’s digital age, social media has become an integral part of our lives. But beyond personal connections and entertainment, social media has also revolutionized the world of customer service.

Social Media 59

Social Media Customer Service Competitive Advantage Entertainment 59

BirdEye

MARCH 17, 2023

In this blog post, we’ll discuss why social listening matters and provide tips on making the most of your social listening efforts. By monitoring conversations on social media, companies can identify opportunities to engage with potential customers and get real-time feedback about their products or services.

Social Media 98

Social Media Feedback Insights Brands 98

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. However, much of it was the easy stuff and hasn’t had the breakthrough effect they hoped to get. I wasn’t surprised by this problem, and I will explain why in this issue. We all know happy employees make happy customers.

Net Promoter Score 78

Net Promoter Score Engagement Customer Centricity NPS 78

ShepHyken

APRIL 26, 2019

Michael Wolczyk, Head of Online Processes at Commerzbank maintains that focusing too much on technology is one of the most costly mistakes businesses make with their approach to digital experiences. You think that giving me an extra $100 a month US or free HBO or NFL packages will help me switch, but that’s not it.’. Carrot and the stick.

Blog 86

Blog Article Technology NPS 86

SurveySparrow

OCTOBER 13, 2023

In this blog, we will explore the concept of feedback looping, including its significance, real-world examples, and the transformative impact it can have on businesses. In this blog, we will explore the concept of feedback looping, including its significance, real-world examples, and the transformative impact it can have on businesses.

Feedback 52

Feedback E Commerce Social Media E-support 52

ShepHyken

MAY 10, 2019

The post Guest Blog: What is Outsourced Customer Support and Why Do You Need it appeared first on Shep Hyken. Your business may have the best products and services in the industry, but without effective customer support, consumers would likely not care about your brand. Saves money and resources.

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Blog Article Customers Customer Service 108

Beyond Philosophy

MAY 9, 2019

In our customer experience consultancy, clients tell us customers make decisions based on price or features. However, in our research, we never find price or features are the most important things. Instead, it tends to be a combination of a few insignificant, humanistic-type factors that drive customer behavior. You can then articulate the problem.

Net Promoter Score 151

Net Promoter Score Hospitality Consulting Retail 151

Steve DiGioia

OCTOBER 31, 2021

appeared first on Steve DiGioia Customer Service Blog. An employee makes a mistake, and the customer is, at best, disappointed. Or angry, at worst. It’s inevitable. It happens. It’s part of any operation that has many “moving” parts. Service recovery”, a company’s resolution of a problem from a dissatisfied customer, comes next.

Blog 72

Blog Customer Service Customers 72

Lumoa

APRIL 7, 2022

This blog post will discuss NPS benchmarks and look at why NPS is so essential to overall customer success. Or, if you need more guidance, our helpful team is always on hand to answer any of your questions. We will also explore what factors influence NPS scores and how you can improve your NPS score and be more competitive.

NPS 83

NPS Net Promoter Score Banking CEM 83

kommunicate

OCTOBER 10, 2022

The post What is CSAT Score and How to Boost it Using Chatbots appeared first on Kommunicate Blog. Whether it involves your product or customer support, customer experience and satisfaction are the pillars of sustainability in business.

2022 98

2022 Customer Satisfaction Blog Customer Experience 98

NICE inContact

NOVEMBER 20, 2017

The post Interactive Voice Response – What it is, What it does, Where it’s going appeared first on inContact Blog. Interactive voice response (IVR) has been a staple of customer service for many years. While its requiem has been composed many times in the past, it is still around, alive and kicking.

Interaction 96

Interaction Multi-Channel Contact Center Call Center 96

Eptica

JANUARY 9, 2022

Date: Monday, January 10, 2022 Author: Pauline Ashenden - Demand Generation Manager Highlights from our customer service blog in 2021. Our parent company Enghouse Interactive has done just this by collecting the top posts on its 2021 blog, providing insight for the year ahead. Read the article on its blog here.

2021 123

2021 Blog Customer Service 2022 123

BirdEye

NOVEMBER 28, 2023

In this blog, we’ll explore the importance of the reputation management industry and provide an in-depth analysis of the sectors where reputation management is a must for success. The company was struggling with a manual, labor-intensive process of managing its online reputation until it found a solution that marked a significant turnaround.

Management 58

Management E Commerce Healthcare Hospitality 58

ReviewTrackers

JULY 12, 2018

You may have even read about it on our blog, and followed the steps to building a strong employer brand. You’ve probably heard of employer branding. If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point. But What is Employee Branding?

Brands 175

Brands Social Media Competitive Advantage Communication 175

Steve DiGioia

JUNE 12, 2023

The post The Power of a Customer’s Name: 5 Ways to Use It to Your Advantage appeared first on Steve DiGioia Customer Service Blog. Using a customer’s name is a simple yet powerful way to improve their experience with your business. When a customer hears their name, it creates a sense of familiarity and personalization.

Communication 75

Communication Loyalty Connections Customer Satisfaction 75

Clarivate

OCTOBER 31, 2023

Our latest Global Research Report from the Institute for Scientific Information (ISI) charts China’s research trajectory and its path of growth, quality and international collaboration. Over the last 40 years China’s research economy has experienced remarkable transformation and growth. Our analysis suggests this trajectory is likely to continue.

2009 75

2009 2022 2018 2021 75

Beyond Philosophy

FEBRUARY 22, 2018

For years, Apple has distinguished itself as a company that knows how to build an emotional connection with its customers. Because of that connection, Apple claims legions of loyal fans. But with its recent missteps in its handling of iPhone battery issues, one has to wonder: has Apple lost touch with its customer base? But is this enough?

Travel 130

Travel Fashion Customers Communication 130

Beyond Philosophy

OCTOBER 1, 2015

If you enjoyed this post, you might be interested in the following blogs: Women Want Social Responsibility from Their Brands. 7 Reasons Brand and CX Are Disconnected. Emotional Engagement and Brand Loyalty: Procter and Gamble Gets It…Do You? My guess is the majority of you would say take the easy way. I certainly would.

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Customer Experience 2009 Call Center Advertising 163

Totango

SEPTEMBER 23, 2021

What is CSAT , what is it good for and how do you track it and use it? In this post, we’ll focus on this important customer satisfaction metric. We’ll define what it is and how it contrasts with another popular key performance indicator, NPS. We’ll consider the benefits of tracking CSAT and how it can help your business.

Net Promoter Score 99

Net Promoter Score NPS Customer Satisfaction Measurement 99

CSM Magazine

JULY 17, 2023

If you are a business owner that does not have a blog, it is time to change that. Now that we have that out of the way, let’s cover the most important advantages of having a blog. Later on, we will also give you some tips on how to blog effectively. Later on, we will also give you some tips on how to blog effectively.

Blog 52

Blog Competitive Advantage Entertainment Social Media 52

ShepHyken

NOVEMBER 27, 2020

Shep Hyken discusses this in the blog, “How to Avoid Roadblocks to Great Customer Service” Don’t be afraid to ask your workers what you can do to eliminate bumps along the path from potential customers to happy, repeat clients. The post Guest Blog: How To Improve the Customer Experience Starting Today appeared first on Shep Hyken.

Blog 153

Blog Customer Experience 2021 Article 153

SurveySparrow

JULY 26, 2023

In this blog, we will delve into VOC solutions, exploring their importance, top features, benefits, and real-life applications. Want to match customer expectations with your business strategies? In that case, you must adopt the Voice of Customer (VOC) solution. But what exactly is VOC, and how does it work its magic? We’ve got you covered.

Voice of Customer 52

Voice of Customer Social Media Competitive Advantage Customer Centricity 52

ReviewTrackers

JUNE 22, 2020

You may have even read about it on our blog, and followed the steps to building a strong employer brand. You’ve probably heard of employer branding. If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point. But What is Employee Branding?

Brands 114

Brands Social Media Competitive Advantage Communication 114

CX Workout - Ideas Blog

SEPTEMBER 29, 2020

What we Ask (and What it Means). Simon Sinek taught us all the value of entering into a challenge by answering the “Why” question in his brilliant Ted Talk: “ Start with Why.”. But not everybody instinctively starts with why. Different personalities prefer different questions. Ideators start with “Why.” Why is this relevant? Why should I care?

Definition 98

Definition Presentation Voice of Customer Customer Journey 98

SaleMove

FEBRUARY 18, 2022

The post SMS Can Energize Your Customer Experience … Or Detract from It appeared first on Glia Blog | Digital Customer Service Explained. It's hard to ignore the potential to reach and engage customers through SMS text messaging. Learn how SMS fits seamlessly into Digital Customer Service.

Customer Experience 58

Customer Experience Blog Engagement Customers 58

Totango

MAY 5, 2021

The post Measuring Customer Experience: How to Collect the Right Data and Act on It appeared first on Best Customer Success Blog | Trends & Articles for Enterprise Growth. It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. What do you have to lose?

Measurement 118

Measurement Customer Experience Net Promoter Score Effort Score 118

Beyond Philosophy

SEPTEMBER 17, 2015

If you enjoyed this post, you might be interested in the following blogs: 5 Reasons Your KPIs Are Hurting Your Customer Experience. Starbucks CEO Howard Schultz sent a memo to his 190,000 retail employees and I think it’s brilliant—and a window into why Starbucks does such an excellent job with their experience. Does your CEO get it, too?

Customer Centricity 142

Customer Centricity Retail Consulting Leadership 142