Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). If you’re reading this blog post, you are probably one of them.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

Culture 243

Culture Customers Customer Experience Professionals Blog 243

GetFeedback

OCTOBER 27, 2019

Defining customer satisfaction is not easy. On the surface, you think you know what it means to have a satisfied customer. However, if you dig a little deeper, it would be difficult to say, emphatically, what makes them satisfied. . The only way to really have an exact answer is to measure customer satisfaction.

Customer Satisfaction 191

Customer Satisfaction Measurement Net Promoter Score Metrics 191

Experience Investigators by 360Connext

JUNE 16, 2020

How can organizations help customers avoid the effort in the first place? There are 5 core methods to effectively reduce customer effort: Dive into root cause analysis. Put the customer at the center of your efforts. Why does reducing customer effort matter? Your customers are working too hard.

Effort Score 214

Effort Score Contact Center Touchpoint Customer Journey 214

Retently

APRIL 18, 2024

Are you leveraging the full potential of the in-app NPS survey to tap into customer feedback? Discover the effectiveness of in-app NPS surveys in capturing customer sentiment and learn best practices for embedding them into your digital platform for more meaningful insights that drive growth. What’s NPS All About?

NPS 78

NPS Net Promoter Score Feedback User Experience 78

Customer Bliss

JUNE 12, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. When we need help, time is compressed. We need help now.

Chief Customer Officer 126

Chief Customer Officer Customers Hotels Books 126

Thematic

APRIL 12, 2023

When is the right time to establish a customer experience - or voice of customer - programme for your company? Whether your company is just getting started, or already well established, a voice of customer programme is essential. Even more claim they’re customer first.

Customer Centricity 62

Customer Centricity Culture Voice of Customer Multi-Channel 62

GetFeedback

JUNE 10, 2019

We know that customer’s opinions and feedback are important because they impact the sustainability of a company throughout its lifecycle. Listening to your customers pays off–you’ll learn about their pain points which will help you to improve your product, making it more useful to current and potential users.

Feedback 199

Feedback Airlines Travel Customers 199

Experience Investigators by 360Connext

AUGUST 9, 2022

Put First Things First — Prioritize and achieve your most important goals instead of constantly reacting to urgencies. The number one item on this list of seven, may be my favorite: Be Proactive — Focus and act on what you can control and influence instead of what you can’t. Reactivity ruins customer experience.

Net Promoter Score 143

Net Promoter Score Metrics Customer Journey Mapping Customer Journey 143

Alida

JULY 17, 2017

On July 13 2017, over two hundred Vision Critical customers, insights, marketing and CX professionals gathered in Sydney for the Asia Pacific Customer Intelligence Summit, Vision Critical’s 7th annual customer summit. Creating shared value is essential for developing an authentic brand and truly connecting with customers.

2017 172

2017 Customer Experience Hotels 2025 172

Kustomer

DECEMBER 2, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Dan Gingiss to learn more about how Marketing and CX are connected. Think of the last time you interacted with a brand. Think of the last time you interacted with a brand.

Marketing 98

Marketing Social Media Brands Books 98

Kustomer

JUNE 10, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Vasili Triant to talk about all things digital CX. Is Voice Dead? With voice being such a popular mode of communication, one can’t help but wonder if this is true. So voice is increasing.

Contact Center 97

Contact Center Consumers Technology Interaction 97

Experience Investigators by 360Connext

JULY 2, 2019

What does co-creation with customers really mean? Co-creation means letting your customers in on the ground floor of innovation and creating new products, services, and customer journeys in sometimes real time with them. Customers become partners and advisors, not just end users. Click To Tweet.

Customer Journey Mapping 110

Customer Journey Mapping Social Media Fashion Workshop 110

Michel Falcon Experience

JANUARY 16, 2020

I’ve leveraged customer experience strategies within my career for more than ten years now. I’ve seen companies thrive (some of which I’ve advised), some commit but not fully exhaust the benefits and others that say customer experience matters but do nothing at all. You can hire a PR firm and increase brand awareness.

2020 88

2020 Customer Journey Mapping Customer Experience Hospitality 88

Myra Golden

JANUARY 23, 2019

When you have an enraged customer on the phone or in front of you, nothing threads the needle like mirroring the customer’s words. Copying the customer’s angry expressions makes the customer feel heard and understood. There are only three things you have to remember to do with mirroring.

Hotels 105

Hotels Webinar Customer Service Training Books 105

CSM Magazine

JANUARY 24, 2019

When you have an enraged customer on the phone or in front of you, nothing threads the needle like mirroring the customer’s words. Copying the customer’s angry expressions makes the customer feel heard and understood. Mirror the customer’s last three words. Customer: “Yes.

Hotels 68

Hotels Customer Service Training Books Consulting 68

ShepHyken

NOVEMBER 29, 2017

Those are typically the words you hear right before hitting the stage or when the cameras start to roll in the studio. They are being taught the same lessons in voice and body language that actors are taught to help them create a better customer experience. And, in this case, the other person is a customer.

Retail 96

Retail Customer Service Training Reference Customer Service 96

Kustomer

OCTOBER 28, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Phil Irvine. In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two other CX pros at Kustomer – Gordana and Chad. Let’s Hear it for Customer Service Week!

Customer Service 98

Customer Service Customers Interaction Culture 98

Interactions

SEPTEMBER 8, 2023

Getting stuck in a loop or being misunderstood by an automated customer care system brings out the worst in humanity. If recordings were published, your grandmother would surely blush! Thankfully, customer service tools have advanced in recent years, and AI is accelerating the change. We play nice with others. Guess what?

Interaction 62

Interaction Customer Service Contact Center Multi-Channel 62

Horizon CX

APRIL 3, 2023

You know you’re in for a lame and frustrating customer service experience when the recorded voice says to you, “Please listen carefully as many of our options have changed.” How often have you heard that phrase from the same business you happen to call many times over?

Contact Center 52

Contact Center Call Center Entertainment 2023 52

BlueOcean

JUNE 24, 2019

With the convergence of economic factors and technological advancement, it was seen as the cheap alternative for companies who required basic customer support solutions. But times change – and so do customers. You know it – and your customers know it too. Stretching Your Dollar in Canada.

Contact Center 174

Contact Center Banking Culture ROI 174

Lumoa

JUNE 2, 2022

There is no doubt that customer feedback is one of the most valuable resources that companies have available. When used properly, reviews and other types of feedback allow enterprises to develop engaging marketing campaigns , design better products, and make strategic decisions based on what customers expect from their products and services.

Feedback 83

Feedback Touchpoint Webinar Customers 83

ChurnZero

NOVEMBER 18, 2021

Customer education is why I live in a jungle. The clay pebbles absorb the water, and the plant roots essentially feed themselves when they’re thirsty. The clay pebbles absorb the water, and the plant roots essentially feed themselves when they’re thirsty. So, how does this relate to customer education?

Webinar 98

Webinar Customers Customer Journey Engagement 98

Horizon CX

MARCH 19, 2022

So, what exactly is AI and how are organizations applying it, and most importantly, how does it either enrich or diminish the Customer Experience? As consumers, we encounter AI in many forms and most notably whenever we need to call a customer support line for information or to resolve an issue.

Customer Journey 52

Customer Journey Touchpoint Seminar Average Handle Time 52

BirdEye

OCTOBER 16, 2023

The digital marketing landscape, as has the business of running an agency, has grown immensely over the last few years. Knowing how to help your clients better has an incredible role in how you do business, significantly when growing your agency. The more you sell value, the better. JD is the CEO of Bizinga.

Multi-Channel 63

Multi-Channel Social Media Communication Sales 63

SurveySensum

OCTOBER 16, 2023

You successfully organized your event! However, do you know for sure whether it was a success or not? Post-event feedback is like a report card for your event and an inside glimpse into the minds of your audience post-event. You can send the survey to attendees via email, social media, or text message.

Events 52

Events Feedback Social Media Consumers 52

SurveySensum

JULY 11, 2023

You love going to McDonald’s. Because when you go in to order, the cashier greets you with a warm smile. As you sit down, the aroma of sizzling patties fills the air, and your mouth starts watering. Finally, your burger arrives, perfectly cooked and beautifully presented. Frustrating right?

Brands 83

Brands Customer Experience Rewards Programs Touchpoint 83

Innovative CX

NOVEMBER 12, 2020

I know it sounds strange but are you sure you’re delivering the kind of experience your customers expect from your organization? Are you content with your existing CX approach despite significant shifts in what customers expect from organizations today versus a year ago? I wouldn’t recommend it.

Customer Experience 52

Customer Experience 2021 Contact Center Customer Expectations 52

ChurnZero

AUGUST 6, 2021

Ranked as one of the top emerging jobs by LinkedIn , you’ll find no shortage of Customer Success careers across SaaS and other markets. Demand for this role only continues to climb as Customer Success becomes an indispensable part of how organizations retain and expand recurring revenue. . Take Charge of Your Professional Development.

Customer Success 98

Customer Success Webinar Competitive Advantage Customers 98

Beyond Philosophy

JUNE 7, 2017

Trust in the four major global institutions, namely government, business, media and non-government organizations, has taken a massive knock in the last several months, to the point where rebuilding trust has not only become a nice-to-have, but an absolute imperative, if these institutions are to survive. The Rise of Authenticity.

Government 122

Government Advertising Webinar Social Media 122

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. Have you ever wondered what your investors are looking for in board meetings? Are you facing a project like a merger or acquisition that requires you to work with new investors or existing investors in a new capacity?

Metrics 98

Metrics Customer Success Engagement Customer Satisfaction 98

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Creating Loyalty that Lasts.

ROI 143

ROI Books Customers Definition 143

ShepHyken

FEBRUARY 23, 2018

This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. They make us feel seen and heard. They make us feel seen and heard.

Customer Satisfaction 92

Customer Satisfaction Blog Exceptional Customer Service Employee Experience 92

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. Make Sure Your Agents Have the Resources to Improve. Data Is Not The Issue.

Customer Service 98

Customer Service Call Center Contact Center Measurement 98

ChurnZero

APRIL 1, 2022

Have you ever achieved the career growth you’ve always longed for, only to be attacked by an inner critic who says you’re not capable and it’s only a matter of time until you’re found out? When the time came, she was offered the position and accepted. You’ve never done Customer Success before. Wait…what???

Customer Success 98

Customer Success Culture Leadership Customers 98

Kustomer

NOVEMBER 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Dixon from Tethr to reinvent what it means to delight your customers. Delight typically means going above and beyond customer expectations, so what is there to reinvent? Stay tuned to find out more.

Customer Service 98

Customer Service Customers 2010 Net Promoter Score 98

Kustomer

NOVEMBER 4, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Phil Irvine. In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two other CX In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jarvis Harris from Visier.

Sports 98

Sports Customers Document Sales 98