SurveySparrow

FEBRUARY 24, 2024

Turns out customers don’t always say what they mean. Customer sentiment analysis lets you hear what’s really being said between the lines. If you are confused about the whole idea of customer sentiment, I have got you covered. What is Customer Sentiment? So… What is Customer Sentiment Analysis?

Definition 52

Definition Social Media Feedback Customers 52

Kustomer

AUGUST 8, 2022

In this episode of Customer Service Secrets, Gabe Larsen is joined by co-founder of ExecVision Steve Richards, to discuss customer quality and assurance, as well as guidance to provide reps with customer service coaching. Data Is Not The Issue. Make Sure Your Agents Have the Resources to Improve.

Customer Service 98

Customer Service Call Center Contact Center Measurement 98

Customer Bliss

OCTOBER 4, 2016

So when she took on the role of the Chief Customer Success officer at Reval, she knew she needed to create a very deliberate path to gaining understanding, acceptance and traction in her role. Here’s how I would use this episode: listen to it. This is where you begin to understand and map out the customer journey.

Customer Success 166

Customer Success 2016 2013 Metrics 166

Beyond Philosophy

MAY 31, 2019

We discussed the importance of memory for a Customer Experience and the influences on how we remember things in our latest podcast. That is why helping your customers have a wonderful memory of your experience is essential. Our memories are imperfect, and our brains favor certain types of information when making memories.

Net Promoter Score 153

Net Promoter Score Connections Customers Brands 153

Customer Bliss

NOVEMBER 6, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. In today’s video, I want to talk about telling customer stories by introducing applied anthropology and ethnography into your listening strategy, and most importantly, into your storytelling.

Hospitality 190

Hospitality Chief Customer Officer Feedback Customers 190

Kustomer

MARCH 3, 2022

In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Hunter Schoettle from PatientPop to uncover the four secrets to transforming the customer experience. PatientPop offers customer support to private healthcare practices and Hunter’s team is able to handle every aspect of CX with these four helpful tips.

Customer Experience 59

Customer Experience Definition Healthcare Customers 59

SurveySparrow

SEPTEMBER 5, 2023

Have you ever wondered what makes some automotive brands stand out from the rest? Why do customers choose one brand over another? The answer lies in the way customers are treated throughout their journey with a brand—this is what we call the automotive customer experience. What is Automotive Customer Experience?

Automotive 52

Automotive Customer Experience Touchpoint Multi-Channel 52

Inbenta

MAY 7, 2021

Most customers are willing to spend more with businesses that respond fast – but 62 % of companies don’t respond to customer service emails at all! While customers appreciate politeness, knowledge of the product, and the ability to resolve issues – a quick response is prized above all. What are your customers’ needs?

Customer Service 116

Customer Service Social Media E Commerce E-support 116

Brandwatch CX

JANUARY 29, 2024

We offer a social listening platform and to generate interest around that we need to show off what it can do and reach the right people. We need people in organisations who can get the ball rolling, people in the position to make decisions. Choose a bunch of keywords to track and then wait for people to post them.

Social Media 98

Social Media Brands Blog Entertainment 98

Kustomer

FEBRUARY 11, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Hunter Schoettle from PatientPop to uncover the four secrets to transforming the customer experience. Listen to the podcast below to find out how you can transform your customer experience.

Definition 59

Definition Healthcare Loyalty Sales 59

Bill Quiseng

MAY 18, 2015

This week’s guest post is from Rhonda Basler , director of Customer Engagement at Hallmark Business Connections. I have been a longtime fan of her blog so I’m honored that she is sharing her customer experience insight here. What does it take for your business to create remarkable experiences for your customers?

Customer Care 156

Customer Care Social Media Customers Loyalty 156

Oracle

NOVEMBER 28, 2018

The “Make Mom Proud” Standard for How to Treat Your Customers by Jeanne Bliss. As the pendulum has swung to a point where “service” is often seen as a technology answer, customers need a healthy dose of both high tech and high touch in their lives. ” Giving people permission to go the extra mile.

Hospitality 82

Hospitality Fashion Airlines Healthcare 82

SurveyGizmo

MAY 28, 2020

It keeps employees engaged, productive, and loyal. It boosts productivity and enhances customer relationships. One study found that companies that invest in their employee experience see double the revenues and are four times as profitable compared to their less engaged counterparts.

Employee Experience 98

Employee Experience Rewards Programs Culture Feedback 98

Kustomer

JUNE 25, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Annette Franz, CEO of CX Journey Inc. joins Gabe Larsen to continue exploring customer journey mapping and how to do it effectively. She has witnessed the evolution of customer experience and is very authoritative on the subject.

Customer Journey Mapping 92

Customer Journey Mapping Customer Journey Workshop Customers 92

Comm100

OCTOBER 30, 2020

Now it’s time to take the next step – choose the best chatbot platform for your website and significantly improve your customers’ and agents’ experiences. Now it’s time to take the next step – choose the best chatbot platform for your website and significantly improve your customers’ and agents’ experiences.

2020 59

2020 Technology Social Media ROI 59

Kustomer

JANUARY 21, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Steve Walker and Troy Powell from Walker to uncover the secrets of their newest research report focused on the differences between B2C and B2C customer experience. Humanizing the Customer Experience.

B2B 95

B2B B2C Customer Centricity Sports 95

Comm100

JANUARY 29, 2021

Now it’s time to take the next step – choose the best chatbot platform for your website and significantly improve your customers’ and agents’ experiences. Now it’s time to take the next step – choose the best chatbot platform for your website and significantly improve your customers’ and agents’ experiences.

2021 52

2021 Technology Social Media ROI 52

Call Experts

JULY 28, 2022

A contact center can help save you time and money while delivering outstanding service to your customers. The right contact center will improve customer satisfaction , which leads to increased sales and profitability. Contact Centers can reduce the risk of losing customers by providing superior customer service and support.

Contact Center 52

Contact Center Call Center Customer Satisfaction Exceptional Customer Service 52

Kustomer

JULY 16, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined with a long time friend, Steve Richards, to discuss Customer quality and assurance and how to best train customer service reps. Data is Not The Issue. Make Sure Your Agents Have the Resources to Improve.

Customer Service 52

Customer Service Call Center Contact Center Sales 52

customer sure

DECEMBER 3, 2014

Ever connected with a company you’re a customer of because of what they do? Ellovi connects with customers through a shared desire to use all-natural ingredients in cosmetics. Their entire brand is built upon their story. And make up to a staggering 1000 sales through their website every day. Who they do it for?

E Commerce 129

E Commerce Retail E-support Sports 129

Chattermill

AUGUST 6, 2019

How To Drive Action With Your Voice of Customer Program. Voice of the Customer. We believe the fuel that powers the world's most exceptional products is customer experience. To drive progress and build a better experience for your customers, they need a seat at the table. Voice of Customer. by Sam Frampton.

Voice of Customer 40

Voice of Customer NPS Metrics Multi-Channel 40

Chattermill

AUGUST 6, 2019

How To Drive Action With Your Voice of Customer Program. Voice of the Customer. We believe the fuel that powers the world's most exceptional products is customer experience. To drive progress and build a better experience for your customers, they need a seat at the table. Voice of Customer. by Sam Frampton.

Voice of Customer 40

Voice of Customer NPS Metrics Multi-Channel 40

CX Journey

JUNE 23, 2016

Have you been able to prove the ROI of focusing on the customer experience to your executives? When you're trying to get executive commitment for your employee and customer experience improvement initiatives, what's the first question they ask? You'll likely want to use all five of them together.) Which is more important?

ROI 43

ROI Customer Experience Call Center Metrics 43

Chadwick Martin Bailey

NOVEMBER 13, 2020

These early jobs gave me an intimate look at the customer experience that I needed when I later become the lead of CMB’s Travel & Hospitality practice. I understood their challenges, because I’ve sat at the desk and listened to a traveler’s complaints. He was a master of translating research into the language of business.

Travel 52

Travel Entertainment Hospitality Brands 52

Experience Investigators by 360Connext

JANUARY 23, 2024

Customer experience leaders are not just expected to keep up with trends in the marketplace, customer expectations, and technology, we simply MUST do so to serve customers and stay ahead of the competition. Customers often crave personal, empathetic connections and some bots simply aren’t up to the task.

2024 143

2024 Customer Experience Omnichannel Customer Journey Mapping 143

SmartKarrot

OCTOBER 28, 2021

Role: VP, Customer Success Location: New York, NY, US Organization: TripActions As a VP of Customer Success, you will build and lead a North American Customer Success organization across all levels. Design the end-to-end employer care experience, building a repeatable playbook to be adopted by all Customer Success Managers.

Customer Success 19

Customer Success Metrics Events Customers 19

C Space

JUNE 10, 2019

Christina turns stats to story and is the lead architect of our Customer, Experienced. company in our C Space Customer, Experienced. Not only that but among those who rated the company, 98% have recommended it to a friend or family member and 99% intend to purchase products from them in the future.

E-support 53

E-support Customer Centricity Multi-Channel Innovation 53

Retently

MARCH 18, 2024

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. or a more detailed query, each question is a step towards understanding what makes your customers tick.

Customer Service 139

Customer Service Net Promoter Score Customer Service Representative NPS 139

Influitive

JUNE 14, 2016

Instead, they have quietly taken back the power of their pocketbooks by becoming more engaged in their own marketplace – and less bothered with yours. It’s about taking a step back, so your customers can step forward. That is, your customers connecting with each other and prospects, and your employees connecting with these groups, too.

Connections 60

Connections Marketing 2015 Consulting 60

Qualtrics

JULY 17, 2019

If you’re looking to raise the bar on customer experience, look no further than your employees — harnessed in the right way, they’re one of the most effective levers any organization has. Find out how you can empower your people to deliver better experiences for customers. Put your employees in customers’ shoes.

Customer Experience 29

Customer Experience Employee Experience Hospitality Feedback 29

GetFeedback

NOVEMBER 18, 2019

Author and businessman Harvey Mackay once said: “You learn when you listen. You earn when you listen–not just money, but respect.”. Those words could not be truer when it comes to customer experience (CX) and to your business. . Listening (to customers) is one of the most powerful tools in your toolbox.

Feedback 199

Feedback Insights Customer Satisfaction B2C 199

Currency Alliance

JANUARY 22, 2020

Every CFO knows a loyal customer is many times more profitable than others. That ought to make your job easier. And yet, many loyalty programs are run like barnacles on the side of a business: battling for budget, rather than being nurtured as the core way to engage customers via every channel and touchpoint.

Loyalty 40

Loyalty Brands Loyalty Programs Rewards Programs 40

Martin Hill-Wilson

JANUARY 25, 2016

On the other hand, I’m absorbing, distilling and outputting tales of the great digital adventure we are collectively engaged in. On the other hand, I’m absorbing, distilling and outputting tales of the great digital adventure we are collectively engaged in. It’s something done by previous generations. So add a pinch of salt maybe.

Insurance 40

Insurance Multi-Channel Chief Customer Officer Travel 40

Playvox

FEBRUARY 1, 2024

Your customers are talking, and they have a lot to say. But do you know how your customers really feel about your brand, products, services, and support? If you’re not analyzing customer sentiment, you’re only getting part of the story. What Is Customer Sentiment Analysis?

Contact Center 93

Contact Center Measurement Social Media Omnichannel 93

ClientSuccess

JULY 9, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Each day we learn from the trenches what it takes to make clients happy and successful. I love that; as our clients are successful, we’re successful.

Books 40

Books Customer Success NPS Consulting 40

BirdEye

FEBRUARY 27, 2024

Whether you’re looking to boost brand awareness, fuel customer engagement, or turbocharge car sales , this blog post is the ultimate guide for your dealership brand to succeed in 2024. Engage interested prospects to fill up lead forms, peruse inventory, and become an active lead to boost sales.

Advertising 63

Advertising 2024 Automotive Social Media 63

BirdEye

JUNE 14, 2023

Using these channels strategically will help keep customers engaged and employees productive. Whether it’s building the confidence of a new customer, establishing a better rapport with your staff, or resolving customer complaints , effective communication is essential for business success and growth.

Communication 98

Communication Social Media Document Advertising 98