Beyond Philosophy

JANUARY 26, 2023

Therefore, we will discuss the seven key strategic questions updated for the new year. The idea is to get people thinking about things they had never considered before and help them reframe their experience through the lens of the customer rather than operations. #1 1 : What is the Experience You Are Trying to Deliver?

Net Promoter Score 78

Net Promoter Score Customer Centricity Course Examples 78

Playvox

JANUARY 25, 2024

Warren Buffet said “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents?

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

Beyond Philosophy

MARCH 6, 2021

However, some think that vaccine passports are discriminatory, particularly as it pertains to getting a job. The idea of vaccine passports certainly gives you a lot to think about for your Customer Experience, and is also excellent fodder for a little friendly debate. Key Ideas to Improve your Customer Experience.

Consulting 78

Consulting Policies Financial Customer Experience 78

TechSee

SEPTEMBER 29, 2020

Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. Instead, contact center leadership should focus on three key areas that have been proven to cut costs effectively over the long term while improving CX.

Call Center 196

Call Center Self Service Strategy Contact Center 196

Magellan Solutions

OCTOBER 11, 2023

64% of business leaders affirm that customer satisfaction benefits business growth. Hence, there is a race to improve operations and customer service nowadays. Businesses are looking into efficient solutions that reduce costs and improve customer service while allowing companies to be flexible. Need us to be specific?

Call Center 52

Call Center e-support Retail Healthcare 52

ReviewTrackers

MARCH 24, 2021

Bank Customer Retention: Why It Matters. You’ve probably heard this more than a dozen times: retaining a customer is so much cheaper than acquiring a new one. 80 percent of consumers would switch financial institutions for a better experience. times higher, and their customers are 2.1 Start a Customer Newsletter Campaign.

Customer Retention 123

Customer Retention Banking Customer Experience Strategy 123

SurveySparrow

DECEMBER 28, 2023

Did you know that 91% of unhappy customers leave without a word? And according to Forbes, a harsh 96% will abandon you for lousy customer service! This stat shows us the importance of measuring customer experience. It’s a way to determine how much they liked or disliked their experience with your business.

NPS 52

NPS Measurement Net Promoter Score Feedback 52

SurveySensum

OCTOBER 13, 2023

Not so long ago, automation used to be the bugbear of the customer experience. Certainly from the customer’s point of view. The advent of AI powered by sophisticated algorithms has transformed mechanization from a customer service hindrance into a potent tool for improving customer satisfaction. A further 48.5%

Customer Experience 52

Customer Experience Chatbots Customer Satisfaction Feedback 52

Beyond Philosophy

MAY 14, 2020

Influence and persuasion are critical skills for salespeople. However, they are also crucial for fostering customer-driven growth in your organization. In this issue of Why Customers Buy, we are going to discuss the six fundamental principles of how to influence people, and you might be surprised by what you discover.

Training 167

Training Consulting Interaction Insurance 167

Gainsight

SEPTEMBER 15, 2022

Data tell a story in customer success. . They can even tell you when a customer is optimally ready for expansions, upsells, and cross-sells. Data provides the trigger for your Customer Success organization to execute on those opportunity. The 2022 Customer Success Index was created through a partnership with RevOps Squared.

Chief Customer Officer 52

Chief Customer Officer Metrics Customer Success Roadmap 52

CX Journey

APRIL 17, 2019

You'll see that one of the biggest problems addressed in this post is closing the loop - with employees and with customers. Just because you've gotten feedback from customers doesn't mean you're done listening. Just because you've gotten feedback from customers doesn't mean you're done listening. What a waste of everyone's time.

Survey 136

Survey Touchpoint Analysis Feedback 136

BirdEye

OCTOBER 26, 2023

A good review creates a sense of urgency, driving customers to purchase so they don’t feel they might miss the opportunity. This blog post offers an in-depth overview of a panel discussion that delves into the significance of reviews and how they influence both C-suite decisions and customer choices.

Brands 116

Brands Multi-Channel Consulting Report 116

SurveySensum

AUGUST 17, 2023

Net Promoter Score (NPS) scores serve a purpose beyond measuring customer satisfaction; they offer cues for upselling and cross-selling opportunities. When customers give high NPS scores, it signifies their satisfaction and loyalty. To calculate the score, you need to create and send a short NPS survey to your customers.

NPS 52

NPS Net Promoter Score Effort Score Survey 52

Kayako

FEBRUARY 28, 2018

To help you build your own customer support training program, I’ve collected some key insights from managers at other SaaS and tech-industry companies to help make sure you’re getting it right from the get-go. 3 Principles of a good customer support training program. Good docs right from the start. Continue updating docs.

Training 213

Training Culture Customer Service Training Customers 213

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. Stage One, The Gate.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. Stage One, The Gate.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

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 customer loyalty starts with an impression that sticks. “I

How To 143

How To ROI Study Customers 143

Playvox

JANUARY 11, 2024

Read on for a complete guide on how to improve operational efficiency and deliver a better customer experience (CX) through WFM. If that’s a mouthful, think of it as ensuring the right agents are in the right place at the right time. We try different serums and potions, yet somehow wake up with new wrinkles. WFM to the rescue.

Call Center 52

Call Center Management Contact Center Omni-Channel 52

SurveySparrow

JUNE 20, 2022

Decision-making interview questions help you determine your candidates’ experience and competency in making decisions at work. . These questions are not meant to be asked only for managerial roles that require excellent decision-making skills. How did that hesitation affect you and your customers?

Survey 52

Survey Guidelines Groups Leadership 52

ViiBE Blog

AUGUST 25, 2021

How can you measure customer satisfaction? CRM , Customer experience. Customer satisfaction measures the overall satisfaction the customer has with the business. How companies measure customer satisfaction. Here are the most common ways companies can measure customer satisfaction. ViiBE Blog.

Customer Satisfaction 98

Customer Satisfaction Measurement Net Promoter Score Effort Score 98

Beyond Philosophy

SEPTEMBER 6, 2019

Too few business people step back and think about the larger strategy. Customer Experience Strategy was the subject of a recent podcast. Customer Experience Strategy was the subject of a recent podcast. You are thinking about how to feed and hydrate your team. How do you build one? . Let me explain.

Net Promoter Score 132

Net Promoter Score Effort Score Consulting Strategy 132

West Monroe

SEPTEMBER 17, 2023

Since you’re not wearing VR goggles today to engage with customers, it’s safe to say you made the right decision in not overturning your sales organization to a virtual sales process. They’ve had difficulty with lead conversion rates and retaining customers after a one-off purchase from their site.

Sales 52

Sales Marketing How To Effort Score 52

Kustomer

JUNE 17, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Laurent Pierre from Microsoft Azure to learn the secrets to making a CX team valuable. Guiding Customers to Solutions Using Empathy. Employee Experience: The Missing Ingredient.

Sales 99

Sales Employee Experience NPS Banking 99

CX Journey

APRIL 17, 2019

You'll see that one of the biggest problems addressed in this post is closing the loop - with employees and with customers. Just because you've gotten feedback from customers doesn't mean you're done listening. Just because you've gotten feedback from customers doesn't mean you're done listening. What a waste of everyone's time.

Survey 80

Survey Touchpoint Analysis Feedback 80

ReviewTrackers

APRIL 1, 2019

Bank Customer Retention: Why It Matters. You’ve probably heard this more than a dozen times: retaining a customer is so much cheaper than acquiring a new one. 80 percent of consumers would switch financial institutions for a better experience. times higher, and their customers are 2.1 Start a Customer Newsletter Campaign.

Customer Retention 89

Customer Retention Banking Strategy Financial 89

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So how do you get happy employees and how does it affect Customer Experience?

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Win the Customer

JANUARY 18, 2016

Developing our creative potential will strengthen our ability to cope with the daily change that is required for customer experience excellence. Almost any organization can create exceptional customer service experiences. The Thinker’s Keys Guide to Customer Experience Change.

Customer Experience 52

Customer Experience Exercises Exceptional Customer Service Customer Relationship Management 52

NobelBiz

JULY 18, 2023

With it, you can streamline your call center operations and raise the bar of your customer service. It ensures each customer is paired with the most suitable representative, guaranteeing a personalized and efficient interaction every time. This enables precise matching, ensuring personalized and effective interactions with customers.

Management 52

Management Call Center Contact Center Software Contact Center 52

Kustomer

JUNE 18, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by Bob Thompson from CustomerThink to discuss his recent research on customer experience. Bob is the CEO and founder of CustomerThink and has published a book titled, Hooked on Customers.

Customer Journeys 72

Customer Journeys How To Customer Centricity Exercises 72

Customer Bliss

APRIL 18, 2017

Anne Herman is the Chief Customer Officer for MSA – The Safety Company, the world’s largest manufacturer and distributor of safety equipment. In her role, Anne not only leads the customer experience transformation for MSA, but she also holds responsibility for running the quality, delivery and support operations for MSA globally. .

Chief Customer Officer 118

Chief Customer Officer Customer Journeys B2B B2C 118

ProProfs Chat

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer support is not rocket science. Customer Support Defined.

Multi-Channel 106

Multi-Channel Knowledge Base Customers Social Media 106

NobelBiz

JULY 4, 2023

In today’s competitive business landscape, customer service plays a pivotal role. Hence, it’s no surprise that many forward-thinking organizations are turning to technology to streamline their operations. The objective is to provide concise, text-based summaries that spotlight critical details.

Interaction 52

Interaction Call Center Engagement Contact Center 52

Oracle

OCTOBER 20, 2020

Welcome to Experience TV! It’s my great pleasure to launch the first episode of Experience TV, a new LIVE show on social channels about the economic revolution we’re living through, the Experience Economy. Episode air date: 10/14/20. Experience of the week: Pret A Manger.

Financial 69

Financial Study Survey Trends 69

ECXO

AUGUST 2, 2023

How to Create an Amazing Customer Experience During one hour, Shep session he had two facilitators Tulio Milman and Ricardo S Gulko. Shep Hyken is a customer service and experience expert. He spoke about From CX to Distinctive Experiences in a presentation and Q&A session.

Customer Journeys 52

Customer Journeys Leadership Innovation Customer Relationship Management 52

ShepHyken

APRIL 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. Some are exciting.

Net Promoter Score 81

Net Promoter Score Customer Service Self Service NPS 81

Gainsight

APRIL 22, 2021

And given our role in Customer Success, we’ve seen the analytics close up of most major cloud businesses. $30M went to ~$48M. It’s an incredible time to be in SaaS. I don’t know if a day goes by without another SaaS company announcing a fundraise valuing them at more than $1 billion. Those that have made it a bit further (e.g., $10M

Multi-Channel 120

Multi-Channel Leadership Marketing Culture 120

ijgolding

AUGUST 20, 2015

I was inspired to create my own methodology for writing Customer Experience Reviews by reading and watching the plethora of infamous restaurant critics who are regularly in the public eye. at the hollows , 20 Charles Street,Chester, Cheshire, CH2 3AZ. Date Review Conducted. 19th August 2015. Restaurant Visited.

Customer Experience 120

Customer Experience Customers Travel Meeting 120