Thematic

MAY 19, 2022

The role of product ops is still relatively new, but it’s fast becoming essential to growing product teams and product-led companies. Product ops can be thought of as a role (or team) within an organization, as well as a skill product professionals can develop.

Net Promoter Score 71

Net Promoter Score Feedback E-support Insights 71

Inbenta

NOVEMBER 9, 2021

Customers can benefit from receiving personalized assistance on the channel and language of their choice, but so too can employees. By contextualizing products and services, banks increase their customer loyalty and their lifetime value. . Banks need to engage with their customers in the right way and in the right channels.

Banking 95

Banking Customer Care Competitive Advantage Omnichannel 95

Thematic

MAY 16, 2022

It’s time to refine your product roadmap for the coming year. More than just releasing new features, you want to deliver something that really helps your customers, and meets an existing need. Beyond that, you want to provide a personalized product experience, so your customers feel your product is made just for them.

Social Media 71

Social Media Roadmap Feedback Insights 71

BlueOcean

MARCH 30, 2018

And will your customer experience be strengthened or hit a slump because of the programs in that budget? Not to add another thing to your plate (sorry), but there’s another question to ask that can impact all of those answers: is this the year customer care outsourcing takes a more central role in your go-forward plan?

Insights 184

Insights Contact Center Hospitality Culture 184

Thematic

MARCH 29, 2020

How insights and analytics professionals can turn overwhelming volumes of customer feedback into a continuous product feedback loop. Whether your product is a vacuum cleaner, a mobile app, or a SaaS solution, product feedback should drive decision-making. Product feedback can be solicited or unsolicited.

Feedback 111

Feedback E-support Metrics Insights 111

Thematic

NOVEMBER 22, 2021

Product reviews are one of the most comprehensive and useful sources of insider info available, anywhere. These often have gold nuggets that can guide development, troubleshoot new initiatives, and improve customer experience. Alternatively, it could suggest that customers won’t be happy till the startup time is less than 30 seconds.

Travel 71

Travel Feedback Roadmap Customers 71

ClearAction

SEPTEMBER 3, 2018

Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Both of these orientations tend to be company-serving rather than customer-focused.

Customer Care 54

Customer Care Customer Centricity Metrics Social Media 54

InMoment XI

JANUARY 23, 2024

The Google Local Guide program is designed to improve the accuracy and completeness of local business information on Google Maps, all while fostering a sense of community among users who are passionate about sharing their insights about and experiences of the places they visit. Analyze Local Guides’ feedback for insights.

Management 260

Management Feedback Information Brands 260

Interactions

MARCH 13, 2019

Although traditionally they may seem unrelated, marketing and your customer care strategy actually have a lot in common– the biggest thing being your customers. Customer care is a major touchpoint with your brand. When your customers reach out to your company, they are looking for a solution.

Customer Care 63

Customer Care Marketing Average Handle Time Customer Retention 63

NetBase

MAY 17, 2019

Hennessy – a brand in the Luxury Spirits category – leveled up their experiential marketing with Le Grand Voyage : “A spectacular production that will stir your senses, excite your imagination and immerse you in the savoir-faire behind the world’s most prestigious cognac.”. Customer Care Isn’t a Luxury.

Customer Care 52

Customer Care Engagement Fashion Social Media 52

Avaya

SEPTEMBER 19, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. More online activity—improved customer access to digital interaction channels.

Customer Care 94

Customer Care Contact Center 2018 Government 94

NetBase

APRIL 9, 2020

With uncertainty all around us, the time has never been better to do an internal brand analysis, and cosmetic brands have a bevy of untapped insights to explore. Next generation AI-powered consumer and market intelligence works wonders when combined with brand specific customer data – assuming you have the right solution! ?Customer

Insights 60

Insights Brands Social Media Fashion 60

Zeisler Consulting

NOVEMBER 8, 2023

Here, define CS as Customer Support, Customer Service, Customer Success, or Customer Care (that last one is actually CC, but you get the drift). But what if, understanding that, someone is in CS (and here, CS means all those things…contact center, Customer Care, etc.) But CX is not CS.

Contact Center 93

Contact Center Customer Care Insights Definition 93

Kayako

APRIL 11, 2017

She will guide you through why customer care is so important and how teams can feel empowered to help their customers. You love doing everything that you can for your customers. This change in sentence structure removes negative language and gives the client more insight into the problem.

Customer Care 76

Customer Care Culture Customer Service Representative Customers 76

BlueOcean

MAY 13, 2021

Being obligated to try new brands, even a store’s own private label products, was often a novelty and opened up new possibilities for customers who had subscribed for years to the mentality of “this is the way we’ve always done it.”. Where Does Customer Care Sit in All of This? Value: The New Must-Have.

Loyalty 156

Loyalty Brands Average Handle Time 2020 156

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

Think Customers

FEBRUARY 11, 2020

So clearly our customers want it to be faster and easier. How does this insight translate to creating a good online user experience? Some customers like real-time feedback. There needs to be a balance of what’s right for the customer versus what’s right for the business. And I think that’s actually a healthy conflict.

Customer Care 52

Customer Care Contact Center B2C B2B 52

BlueOcean

DECEMBER 18, 2023

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. We love nothing more than diving into our clients’ customer care challenges to see where we can help.

Contact Center 177

Contact Center Average Handle Time Customer Care Technology 177

COPC

JUNE 16, 2021

[Each channel must] be able to resolve the reason why [the customer] reached out in the first place, whether they’re reaching out to acquire a service or a product or needing support with a service or product.” The post 3 Vital Insights to Crack the Customer Experience Code appeared first on COPC Inc.

Insights 52

Insights Customer Experience Automotive Webinar 52

COPC

JUNE 16, 2021

[Each channel must] be able to resolve the reason why [the customer] reached out in the first place, whether they’re reaching out to acquire a service or a product or needing support with a service or product.” The post 3 Vital Insights to Crack the Customer Experience Code appeared first on COPC Inc.

Insights 52

Insights Customer Experience Automotive Webinar 52

SurveySparrow

FEBRUARY 29, 2020

Building a product from the ground up is a hard thing to do. It is much more difficult when you are trying to make your customers love your product. Product experience is all about users. A product is not only a service or a technology that your customers use, but it is also the entire experience.

Feedback 72

Feedback Document Customer Journey Mapping Presentation 72

BlueOcean

FEBRUARY 25, 2019

It’s a trend that has a significant impact on the customer care sector. There are very real service expectation differences between providing customer service to a one-off consumer versus a loyal member. Your most productive agent can’t hit service level by themselves. It takes more than one person to win.

Customer Experience 290

Customer Experience Contact Center 2019 Customer Care 290

Calabrio

MAY 28, 2019

The Calabrio team is excited to announce we have been recognized as the only May 2019 Gartner Peer Insights Customers’ Choice for Workforce Engagement Management (WEM). This distinction is based on 115 customer reviews that overall rate Calabrio 4.4 Thank you to all of our customers who submitted reviews!

2019 79

2019 Insights Engagement Management 79

COPC

APRIL 1, 2024

Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance. The first is to enhance the customer experience, a goal most businesses share (88%).

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

BlueOcean

AUGUST 14, 2019

For brand-conscious organizations who have never outsourced before, there’s a common fear that putting your customer care in the hands of an outsourced partner effectively builds a wall between you and your customer. You’ve built a successful business founded on your core offering – whether that is a product or service.

Contact Center 174

Contact Center Customer Care Culture Brands 174

BirdEye

NOVEMBER 9, 2023

Insurance review sites are platforms where customers can share their experiences and opinions about insurance services and providers. These virtual environments play a role in showcasing your business’s service quality, customer care, and ethical standards. It also allows businesses to engage with their customer base.

Insurance 111

Insurance 2023 Financial Feedback 111

BlueOcean

DECEMBER 4, 2019

As a result, for most companies, any relationship with an outsourced customer care partner is going to have to come with stringent PCI DSS standards well-established, as well as robust data security systems solidly in place. Let’s dig into the state of PCI as it relates to customer care today. PCI Compliance Background.

Customer Care 31

Customer Care Contact Center Call Recording Document 31

GetFeedback

DECEMBER 26, 2018

Customers’ combined interactions with your business or product contribute to their overall brand perception too. Customers make judgment calls about your brand when they read an online review, make a purchase, talk to employees, read a news story, or hear about a friend’s experience. Customers are vocal over social media too.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

Lumoa

MARCH 9, 2023

By understanding that their customers care deeply about the products they buy and how they are created, Lush has taken steps to address these concerns. So, how exactly does customer empathy impact the customer experience ? When we show customers empathy it not only benefits them, but us as well.

Customer Experience 169

Customer Experience Social Media Customers Insights 169

Pointillist

NOVEMBER 18, 2021

A McKinsey survey found that organizations’ digital product experiences accelerated by four years and their digitally-enabled portfolios are now nearly a decade ahead of schedule. There’s now more pressure than ever to digitize product experiences and create efficient, intuitive digital self-service opportunities for consumers.

Customer Journey 45

Customer Journey Contact Center Metrics Roadmap 45

Pointillist

MARCH 20, 2020

After changing the language in this specific IVR node, more customers make their payment within the IVR, which leads to a reduction in IVR leakage, call volume and call center costs. The CX team leverages this insight to prioritize a project to improve the user experience of their mobile app.

Customer Journey 70

Customer Journey Insights NPS Banking 70

Retently

APRIL 5, 2024

A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. Today’s consumers might browse products online before purchasing in-store or use their smartphones to compare prices while shopping at a physical location.

Retail 78

Retail Engagement Customer Experience Loyalty Programs 78

NetBase

NOVEMBER 7, 2019

Every marketer must have real-time social insights they can trust to inform strategic decision-making for their businesses. They explored ways they are using social media insights to boost their marketing strategy. Jane Fieldsend, Social Insights Manager, L’Oréal. But how does this look? Let’s check out a recap!

Social Media 40

Social Media Insights Marketing Consumers 40

NetBase

NOVEMBER 7, 2019

Every marketer must have real-time social insights they can trust to inform strategic decision-making for their businesses. They explored ways they are using social media insights to boost their marketing strategy. Jane Fieldsend, Social Insights Manager, L’Oréal. But how does this look? Let’s check out a recap!

Social Media 40

Social Media Insights Marketing Consumers 40

Zeisler Consulting

JANUARY 9, 2024

I don’t do Customer Support or Service. I’m not in “Customer Care” or whatnot. There’s always a bit of a word-shuffle differentiating that, well, yes, all those things are part of a Customer’s Experience, and yes, they do play a huge—and important—part within CX. a failure of CX). Wow, did that strike some people!

Contact Center 93

Contact Center Customer Care Article Brands 93

Playvox

MARCH 19, 2024

Contact center AI is a collection of tools or contact center software designed to enable smarter, data-driven, and more efficient customer interactions, with the ultimate goal of delivering better CX. Decoding Customer Sentiment Manual analysis has given way to automated sentiment analysis solutions powered by AI. And the list goes on.

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Omnichannel 74

Experience Investigators by 360Connext

AUGUST 9, 2022

It’s important to understand the customer feedback strategy as part of the larger customer experience. But if teams are collecting insights, sharing them with certain teams and leaders, and then immediately moving on to the next survey, that’s not truly a strategy. Why do we need these insights?

Net Promoter Score 143

Net Promoter Score Metrics Customer Journey Mapping Customer Journey 143