Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business? Well, not so fast.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Beyond Philosophy

MAY 14, 2022

Subscriptions have a lot of appealing features to customers. Food and Beverage report by Attest, a consumer research platform, we learned that Of course, they also have a lot of benefits to the companies that offer them, not the least of which is a steady stream of income from its customer base. How about music streaming? In the U.S.

Consulting 78

Consulting Financial Report Course 78

Uniphore

OCTOBER 5, 2021

This is a contributed blog post by Dipu KV, President – Operations & Customer Experience at Bajaj Allianz General a recent guest on Uniphore’s Conversations that Matter podcast. That’s the extent to which digitization is being used nowadays to transform the customer service landscape. came to the fore. came to the fore.

Insurance 100

Insurance Self Service Contact Center Travel 100

Uniphore

JANUARY 25, 2022

Ah, 2022, a new year. After nearly two years of uncertainty and a rough start with Omicron in full swing, the collective attitude toward 2022 might best be described as “cautiously optimistic.” As more companies incorporate emotion AI into their customer journey, customer comfort with, and subsequent demand for, the technology grows.

Healthcare 130

Healthcare Video Banking Contact Center 130

Playvox

FEBRUARY 29, 2024

Unless you’ve been under a proverbial rock, you’ve heard and seen a massive amount of change in customer service — particularly in the past year. Many are pronouncing that there is no greater revolution in customer care than what’s happening right now. An IVR can save companies millions of dollars. per minute.

Customer Service 79

Customer Service Contact Center Chatbots Call Center 79

GetFeedback

JANUARY 27, 2020

In today’s competitive marketplace, it’s more important than ever that companies deliver amazing customer service. Focusing on customer experience just might be the single most critical investment a company can make. Simply put, it’s not enough to say your company delivers great service—you have to make sure your customers agree.

How To 221

How To Customer Journeys Feedback Survey 221

TechSee

JANUARY 14, 2021

Having recognised the need to provide customers with alternative support options over the last 9 months when on-site assistance was not feasible, more and more companies are turning to contactless service as a way to help their customers without stepping foot into their homes. During COVID-19, safety equals customer loyalty.

Loyalty 109

Loyalty Consumers Meeting Customer Expectations 109

TechSee

SEPTEMBER 9, 2020

Repair and maintenance costs already account for an eighth of annual rental income , and those costs are rising fast – by almost 8% year on year. But even though demand is so high, 75% of customers would rather avoid home visits unless it’s absolutely necessary. When the tenant has an issue, they call customer service.

Management 145

Management Self Service Multi-Channel Video 145

Beyond Philosophy

MARCH 31, 2020

We repeated the research a year later when the economy was in full speed recovery mode and while some key drivers remained the same we found a noticeable and consistent change in every model we ran. As organizations emerge from this crisis, many are likely to face changing customer behavior and attitudes. The cost of life is dire.

Self Service 199

Self Service Airlines Hospitality Travel 199

AskNicely

DECEMBER 28, 2018

Having top-notch NPS survey response rates help ensure a true representation of loyalty and sentiment along your customers’ journey. An advantage of a simple, quick NPS survey is that it garners higher response rates from customers and clients. Think about this from the customer’s view. Consumers are Wary.

NPS 150

NPS Survey Net Promoter Score Study 150

Comm100

JUNE 15, 2020

Chatbots have come a long way in the past few years. However, as intelligent as bots can be, no chatbot can handle and resolve all your customer queries. However, as intelligent as bots can be, no chatbot can handle and resolve all your customer queries. Check out other intelligent functions here.). And the list goes on.

Chatbots 162

Chatbots ROI Training Employee Experience 162

Comm100

APRIL 22, 2021

The best knowledge base software is the backbone of any good customer service operation. A knowledge base most commonly functions as a library of information to answer customer questions. Most commonly, a knowledge base is customer-facing and functions like a FAQ page. Good knowledge base software should be : 1.

Knowledge Base 130

Knowledge Base Software Omni-Channel Multi-Channel 130

Kustomer

APRIL 14, 2022

Expectations have become more complex and today’s customers expect to receive more than traditional customer service protocols. They now expect a streamlined customer service experience. In fact, Kustomer research revealed 93% of consumers expect customer service to be more convenient. Be on a First Name Basis.

Examples 98

Examples Customer Service Self Service Chatbots 98

Kayako

SEPTEMBER 26, 2019

It’s likely that one of the first companies that come to mind when talking about humanity in customer communication is Zappos. It’s well known that they have created a customer-obsessed culture whose aim is to wow their customers, creating deeply loyal advocates. The business of customer service is emotional.

Communication 130

Communication How To Culture Customers 130

BirdEye

DECEMBER 8, 2023

Corporate reputation is the overall impression of a company that its stakeholders, including customers, employees, investors, and the general public, have formed over time based on its actions, communications, brand perception , and the quality of its products or services. Table of contents What is corporate reputation?

Strategy 116

Strategy Management Social Media Brands 116

Help Scout

JUNE 8, 2021

Still, using AI chatbots for customer service makes plenty of sense. Whatever piqued your interest, there are some excellent reasons to consider using AI chatbots: Handle more customer service requests without adding new staff members: If a growing customer base is putting pressure on your team, an easily scalable AI is a tempting option.

Chatbots 144

Chatbots Self Service Knowledge Base Tools 144

CSM Magazine

AUGUST 24, 2022

Every business – even business-to-business enterprise – has customers. Their customers are the lifeblood of their business; without their patronage, the company will collapse. With this in mind, providing outstanding customer service should always be a top priority. After all, it’s only a $3 yo-yo or $5 value meal.

Customer Service 52

Customer Service Travel B2B Customers 52

ShepHyken

OCTOBER 9, 2020

She writes about changes in the customer experience for grocery shoppers during the COVID-19 pandemic. Especially since the first half of this year has been crucial in determining the shift in consumer behavior, needs and expectations. And how can grocery retailers craft a customer experience that fits the new normal?

Retail 135

Retail Customer Experience Multi-Channel Omni-Channel 135

Comm100

JUNE 15, 2020

Chatbots have come a long way in the past few years. However, as intelligent as bots can be, no chatbot can handle and resolve all your customer queries. However, as intelligent as bots can be, no chatbot can handle and resolve all your customer queries. Check out other intelligent functions here.). And the list goes on.

Chatbots 130

Chatbots ROI Training Employee Experience 130

Forrester's Customer Insights

JULY 22, 2020

Earlier this year, I blogged about how customer experience (CX) pros should be wary of what they hear about voice-of-the-customer (VoC) capabilities from some customer relationship management (CRM) vendors because customer feedback management (CFM) and VoC technologies offer more punch than CRM tools.

Feedback 36

Feedback CRM Customer Relationship Management Customer relationships 36

NetBase

MAY 19, 2020

As Pymnts.com reported, “in the fourth week of March, recovery kicked in: Consolidated GMS [gross merchandise sales] in the fourth week of March was up 27 percent year-over-year. And it has done so by spotting trends , staying agile and pivoting quickly to capture a consumer demand unheard of a short month ago.

Guidelines 98

Guidelines Ecommerce Comparison Consumers 98

Call Experts

NOVEMBER 12, 2021

The holidays can be an incredibly stressful time, both for customers and for customer service teams. With millions of shoppers looking to make purchases, staffing customer service is essential. “But if you know you won’t be addressing customer service issues during the holidays, give yourself a time limit (i.e.,

Tips 98

Tips Customer Service Contact Center Self Service 98

GlowTouch

FEBRUARY 2, 2023

TMC Customer Product of the Year - WizDom Entry from GlowTouch No discussion about technology goes very far before someone broaches the subject of artificial intelligence – how to use it, where is it most effective, what downsides might exist, and so forth.

Self Service 52

Self Service Contact Center Multi-Channel Knowledge Base 52

Customer Bliss

MARCH 28, 2018

If you’re leading customer experience work within an organization, one of the keys to success is to listen to others. Whether you’ve been doing this work for years or are just starting, listening and gaining feedback has to be an ongoing part of the process. Invest Deeply in Listening to Your Customers.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

ShepHyken

AUGUST 28, 2020

From sanitizing stores daily to limiting the number of consumers at a moment and creating visual markers to ensure social distancing, retailers are taking all necessary measures to ensure the safety of their staff and customers against the virus. This week we feature an article by Mathew Cooper, a Content Marketing Head at POS Plaza.

Retail 120

Retail Customer Experience Technology Consumers 120

Answer Dash

JUNE 4, 2019

IBM’s Deep Blue chess machine defeated then world chess champion Garry Kasparov in 1997 -- a full 13 years before Watson was introduced. Let’s look, then, at some of the ways in which predictive analytics can be used to improve the customer experience. Predictive analytics have given way to a new data economy.

Analytics 77

Analytics Customer Experience B2C Healthcare 77

Magellan Solutions

OCTOBER 30, 2021

We are well aware that working overtime has physical and mental risks to be wary of. Fortunately, we have done extensive research and came up with the common pricing that will be used for the rest of 2021 and the coming years. . But how bad can it be? . Deterioration in physical health? Work-life balance is hampered? per phone call.

Call Center 52

Call Center e-support Advertising Social Media 52

eGain Blogs

MAY 8, 2020

Consumers are still very wary of exposure to the virus and want to get more things done digitally. Customer service is no exception to this new reality. The answer to the soaring consumer demand for digital service and the business need to do more with less lies in digital customer engagement. Why more with digital now.

Customer Engagement 52

Customer Engagement Self Service Engagement Net Promoter Score 52

eGain Blogs

MAY 8, 2020

Consumers are still very wary of exposure to the virus and want to get more things done digitally. Customer service is no exception to this new reality. The answer to the soaring consumer demand for digital service and the business need to do more with less lies in digital customer engagement. Why more with digital now.

Customer Engagement 52

Customer Engagement Self Service Engagement Net Promoter Score 52

Beyond Philosophy

AUGUST 1, 2019

I believe it is crucial to do more than discuss your theories about Customer Experience strategy. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience.

Customer Journeys 149

Customer Journeys Training Exercises Customers 149

Maru Group

FEBRUARY 15, 2021

Meal Kits exploded onto the American food scene in 2012 with the launch of Blue Apron , HelloFresh , and Plated , followed by Home Chef a year later. billion dollars, although companies struggled with profitability and retaining customers. By 2019, the North American market for meal kits had slowly but steadily grown to an estimated 1.7

Innovation 80

Innovation Consumers Brands Connections 80

Strativity

DECEMBER 12, 2019

The customer experience landscape is always in motion, but that’s no excuse to sit back and let your organization’s CX fall as it may. That’s why we’re highlighting the five customer experience trends to plan around for 2020 — so you can stay ahead of the curve and deliver a winning CX that keeps your customers coming back.

Trends 64

Trends Customer Experience Policies Employee Engagement 64

NetBase

MAY 22, 2020

RBI and its subsidiaries are speaking out to let their partners, teams and customers know what they are doing companywide to help the transition go smoothly. It’s particularly important for restaurants right now to make their customers feel safe as they emerge from weeks of lockdown. They’re making the best of it, for sure.

Resources 56

Resources Industry Brands Trends 56

Ecrion

AUGUST 18, 2020

Stages of the Document Management Cycle | What Makes a Good Document Management Cycle. Without proper document management in place, it’s highly likely that your business will perform at suboptimal levels of productivity. As you may expect, this can easily result in missed opportunities (especially when it comes to revenue). Classification.

Management 65

Management Software Financial Interaction 65

NetBase

DECEMBER 28, 2018

Have you considered how important Instagram data was for your Christmas, Holiday and New Year campaigns? By June of this year, there were 1 billion monthly users on Instagram. We’re here to help! Instagramming for the Holidays. It’s hard to imagine a target audience that isn’t represented there. Speed to Market Matters.

Course 49

Course Brands Data Marketing 49

Helen Dewdney

SEPTEMBER 17, 2018

A spokesperson for the airline said “Ryanair complies fully with EU261 legislation, under which no compensation is payable to customers when the (strike) delay/cancellation is beyond the airline’s control. In August of this year I brought this to the attention of the CAA for action by the regulator.

Airlines 47

Airlines Travel Consumers Company 47

Comm100

NOVEMBER 6, 2017

Social media is a modern day holy grail for businesses: should your company achieve a successful social media strategy, the promise is happiness (for you and your customers), abundance (of engagement and incoming cash flow), and longevity (of your corporation… social media is, after all, a major driver of what keeps businesses relevant nowadays).

Social Media 148

Social Media Examples Customer Service Tips 148