Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. Businesses focused on product arrangement, purchasing/return processes, and employee helpfulness. But the need to deliver an outstanding customer experience hasn’t. In This Article: What is Customer Experience and Why Is it Important?

Retail 236

Retail Net Promoter Score Strategy Customer Experience 236

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Uniphore

JUNE 10, 2021

Along the way, we learned a lot about the obstacles customers and agents face today. Here are 10 ways the best call centers are thriving in the new normal while others are struggling to survive. Getting the employee experience right is essential to developing and retaining top talent. 13% High Call Volume.

Call Center 246

Call Center Self Service Contact Center Case Study 246

GetFeedback

MAY 5, 2019

Employee satisfaction surveys are becoming common practice in companies that want to be at the top of their industry. That’s because it’s no longer enough for employees to simply show up for work, they have to also be satisfied and engaged with the work they’re doing to perform at a high level.

Survey 273

Survey How To Net Promoter Score Effort Score 273

Uniphore

JUNE 9, 2021

In the contact center, the leading driver of improvements has been automation. Getting the most from automation requires an “employee-first” approach that arms your agents with intuitive solutions to help them work more efficiently and effectively. Unleash and Unburden Your Employees.

Engagement 246

Engagement Contact Center How To Metrics 246

Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? But taking customer experience lightly can be dangerous too.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

NICE inContact

APRIL 1, 2019

This service-oriented approach to the customer experience uniquely positions call center agents to become successful upsell representatives, ultimately contributing to helping their company achieve revenue goals and improve sales effectiveness. . Here are 5 steps organizations can take to improve call center selling .

Call Center 192

Call Center Tips Contact Center Training 192

ShepHyken

NOVEMBER 23, 2018

Personal tastes vary in how individuals rank these elements in order of importance, but specifying them allows companies to deliberately improve their support setup over time – be it through tools, people, or organization. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be….

Self Service 106

Self Service Effort Score Guidelines Tips 106

Daniel Group

APRIL 18, 2024

Want to Improve CX Significantly? Intuitively, we recognize the pivotal role of communication in delivering a memorable customer experience. If you reflect on your own positive experiences, many of them likely arose from the effectiveness of communication. Enhance Your Communication Strategies! The results are instructive.

Communication 98

Communication Strategy NPS Net Promoter Score 98

Uniphore

JUNE 15, 2021

You’re listening to your customers on social media—and taking steps to improve their experience—but what about your customer service employees? For contact center and customer experience leaders, the stakes have never been higher. For contact center and customer experience leaders, the stakes have never been higher.

Call Center 162

Call Center Social Media Contact Center System 162

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. Governing) In the public sector, customer service can easily devolve to “our way or the highway.” Imagine walking into a government office and the employee greets you with, “How can we make your dream come true today?”

Customer Service 142

Customer Service Government Customer Service Training Loyalty 142

Vonage

APRIL 25, 2019

Customer experience and social media are part of a “continuous cycle” whereby they each feed the other. Offline experiences are shared online, and then a brand’s response – and the learnings it takes from customer interactions – are incorporated back into the experience. But this is a mistake.

Social Media 321

Social Media Rewards Programs Feedback Call Center 321

Comm100

MARCH 23, 2022

In this blog, we’ll look at some of the ways credit unions can take advantage of this bouyant market by exploring four ideas to increase credit union membership. . Clearly, to attract new members it’s important for credit unions to provide an outstanding digital member experience. Offer fast and convenient support.

Chatbots 224

Chatbots Social Media Banking Omni-Channel 224

ShepHyken

AUGUST 16, 2019

This week we feature an article by Michelle Jarsen who shares seven ways your support team can learn and practice essential communication skills. It’s crucial that your support team learns and practices new ways of exchanging information and ideas. Games are an exciting way to improve communication skills and simultaneously ?

Communication 87

Communication Training Groups Tips 87

Horizon CX

OCTOBER 2, 2023

The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Experience improves and so does P&L. The employee, associate/agent, is me. Customers wait. It’s 8:13 p.m. on a Friday.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. Here are a few ways the best organizations set the stage to really understand their customers. Communicate how you will measure success.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

CX Accelerator

OCTOBER 28, 2020

CX is hard work and there are a billion reasons not to change, improve, and grow. Talk about holding to our values and being kind along the way as we collaborate with many people to improve CX in our organizations. The question was, “What song sums up your aspirations as a CX leader?”. But what can I say? What a great point.

Culture 281

Culture Customer Centricity Video Groups 281

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Or maybe it is because the quality of our posts is always improving and we share more regularly. Should it be Both?

Customer Centricity 177

Customer Centricity Hospitality Customer Journeys Strategy 177

Uniphore

JUNE 17, 2021

3 Ways to Boost FCR and Reduce Customer Churn With AI & RPA. Few KPIs have a bigger influence on the customer experience than First Call Resolution (FCR). In fact, 63% of customers churn after a bad experience.*. This stress, in turn, feeds into employee attrition rates—a major call center pain point. Did you know?

Self Service 182

Self Service Call Center First Call Resolution Social Media 182

Experience Investigators by 360Connext

OCTOBER 2, 2014

This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. What’s the value of customer experience? Whether by your customers or from within your organization, the value of customer experience can be measured in so many ways.

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

Uniphore

JUNE 21, 2021

Robotic Process Automation (RPA) technology is dramatically improving contact center efficiency and agent productivity. Automating the right processes can pay huge dividends — from error reduction to shorter call times — creating a measurably better customer experience (CX) and employee experience (EX). A faster ROI.

Contact Center 147

Contact Center Call Center ROI Tools 147

Experience Investigators by 360Connext

DECEMBER 17, 2014

Customer experience is more than a full-time job. The best organizations spend plenty of time considering how to deliver exceptional experiences. As we face the new year, I thought it would be fun to give you 15 ideas that might help you rock 2015 in a rapid fire way. Create or revise your customer experience mission statement.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Comm100

NOVEMBER 10, 2021

When deployed well, chatbots should work alongside agents to deliver better customer experience (CX) while improving agent productivity and efficiency. In this blog we’ll walk you through the four key steps you need to consider for a highly effective customer service chatbot. Step 1 – What are your goals?

Chatbots 192

Chatbots Customer Service Social Media CRM 192

Experience Investigators by 360Connext

SEPTEMBER 25, 2014

And yet, there are simple ways to reward customers. Check out these simple ways to increase customer loyalty. Randomly rewarding customers with small surprises can go a long way towards loyalty. I’ve been a loyal customer for over 10 years! Free refreshments on a hot summer day- just because!

Loyalty 272

Loyalty Banking Social Media Consulting 272

Experience Investigators by 360Connext

NOVEMBER 17, 2014

Cooks and the customers they serve who can see each other – literally – both feel better about the experience. Transparency in the experience is magic! If the cooks could see the customers, but not the other way around, satisfaction with the experience increased by 10%. ” -Ryan W.

Social Media 282

Social Media Study Consulting Customer Engagement 282

ShepHyken

NOVEMBER 23, 2018

Personal tastes vary in how individuals rank these elements in order of importance, but specifying them allows companies to deliberately improve their support setup over time – be it through tools , people, or organization. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be….

Self Service 67

Self Service Effort Score Guidelines Tips 67

SurveySensum

DECEMBER 22, 2023

By leveraging NPS to ACTUALLY improve your customers’ experience and not just for the sake of it, or even under peer pressure ( yes, peer pressure is here too! ) And trust me, with the right strategies in place and the right NPS software to automate the process NPS can be your gold mine to success! “So, So, how to stop this?

NPS 52

NPS Customer Centricity Survey Feedback 52

Blake Morgan

OCTOBER 20, 2022

Employee experience is the basis of customer experience and leads to strong revenue growth. Employees are valuable customers and are giving themselves a voice to show their frustrations. The goal is to hold United accountable for how it says it will treat employees. Employees Are Valuable Customers.

NPS 98

NPS Airlines Management Employee Experience 98

C3Centricity

JANUARY 4, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Either way, we’d like to thank you all for your support in 2020. The 6 Best Ways to Show you Respect your Customers.

Customer Centricity 156

Customer Centricity Hospitality Customer Satisfaction Customers 156

NICE inContact

NOVEMBER 28, 2018

Coaching your contact center agents on how to navigate calls from angry customers will decrease call handle times, improve productivity and elevate the customer experience. I’m sorry you feel that way” . “I Increase an employee’s motivation to be positive by prioritizing fun, providing feedback and training, among other things.

Contact Center 121

Contact Center How To Call Center Tips 121

SurveySensum

FEBRUARY 27, 2024

At the heart of any successful organization lies its workforce, and the key to unlocking the full potential lies in ensuring your employee satisfaction and well-being. In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. What is Employee Satisfaction?

Metrics 52

Metrics Strategy Employee Engagement Culture 52

BirdEye

NOVEMBER 27, 2023

This blog isn’t about turning every customer into a lifelong friend. Here are 14 ways to deal with difficult customers: 1. Follow up to ensure customer satisfaction 10. Implement feedback loops for continuous improvement 13. What’s that one thing every business must face, even when they don’t want to? Stay calm 2.

Examples 110

Examples Tips How To Social Media 110

ShepHyken

MAY 26, 2017

This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. Ronaldo and Messi, two of the most gifted footballers of our generation, have a renowned reputation for continuously improving their numbers – goals, assists, trophies, you name it – with each season. Shep Hyken.

Metrics 91

Metrics Net Promoter Score Effort Score Customer Satisfaction 91

BirdEye

MAY 30, 2023

In this blog post, you’ll learn the best ways to optimize your SMS surveys and what scenarios you can use them for so you can get the most out of them. Provide incentives Offering incentives like discounts, giveaways, or other promotions is another great way to encourage participation and get better response rates.

Survey 95

Survey Net Promoter Score Software Feedback 95

ClientSuccess

DECEMBER 5, 2022

Improve communication between customers and the company. . Improve communication between customers and the company. Your CAB deserves similar time and attention you give to other key stakeholder relationships such as investors and employees. What is a Customer Advisory Board (CAB)? Find customer champions. .

Tips 87

Tips Customer Success eBook Meeting 87

BirdEye

DECEMBER 8, 2023

If you’re looking for ways to set up or streamline your business’s online reputation management strategy, look no further. In this blog post, we’ll uncover the essentials of corporate reputation management and teach you how it impacts your online presence. What are the consequences of a poor corporate reputation?

Strategy 116

Strategy Management Social Media Brands 116

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. Other top posts reflected Big Data trends, data science skills and measuring employee empowerment.

Metrics 76

Metrics Net Promoter Score Data NPS 76