Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience.

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Competitive Advantage 208

Competitive Advantage Customer Experience Net Promoter Score Effort Score 208

Lumoa

FEBRUARY 28, 2023

Your customers are sharing their experiences online. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Businesses that want to grow in 2023 (and beyond) realize that this isn’t a problem—it’s an opportunity.

Feedback 208

Feedback Strategy Net Promoter Score Effort Score 208

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. Unlocking the power of VoC feedback is vital to the success of any business. Customers are an integral part of any business’s success.

Analysis 208

Analysis Survey Feedback How To 208

Lumoa

FEBRUARY 16, 2023

It’s important for your business to understand your customers. You need to know how they use your products or services and what they expect from you. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. You probably know this. But where do you start?

Voice of Customer 236

Voice of Customer How To Feedback Return on Investment 236

QuestionPro Audience

JULY 21, 2022

Companies are beginning to realize the importance of leveraging the social behaviors of their customers. The natural tendency of people is to build relationships with others in formal and informal settings. . There is a change in how organizations analyze research data and stay on over these changes.

Data 195

Data How To Advertising Study 195

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

CustomerSuccessBox

MAY 18, 2022

So has the customer success industry and the content around the space! Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022!

Customer Success 52

Customer Success Case Study Resources Customers 52

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. In fact, 63% of CAB members said their top 2024 prediction was that businesses would put more strategic and bottom-line emphasis on expansion versus acquisition to drive revenue growth.

Customer Success 94

Customer Success Consulting Customers Leadership 94

Comm100

AUGUST 8, 2022

Customer service is an always changing landscape. While many aspects of providing excellent customer service have held true over decades, the reality is that customer expectations have grown and shifted with technology. In this article, we’ll answer your questions like “what is a chatbot?” What is a chatbot?

Chatbots 194

Chatbots Customer Service Knowledge Base Social Media 194

Experience Investigators by 360Connext

NOVEMBER 8, 2022

What Does Customer Experience Success Mean to Your C-Suite? The CEO or another C-suite leader gets excited about customer experience. So they decide to commit to this idea – that creating better customer experiences will lead to happier customers, leading to better results.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

Retently

MARCH 29, 2023

Total pre-orders for Tesla Model 3 surpassed many expectations at more than a quarter of a million in less than three days. To show you the bigger picture, this is more than 70 percent of annual sales for the leader in this market segment – Mercedes Benz C-Class. You cannot argue with the fact that these results are incredible.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Customer Success 99

Customer Success Tips Self Service Customer Journeys 99

Customer Bliss

SEPTEMBER 28, 2021

For my whole life (and probably yours), old and dog-eared magazines have been a part of my doctor, dentist and hospital visit experience. The crazy thing about this weird foible in the healthcare experience is that what we seek in those rooms a place of “c-a-l-m.” The most admired companies set their table to honor customers.

Case Study 194

Case Study Study Healthcare Hospitality 194

Alida

OCTOBER 17, 2017

This article is a guest blog post from Ed Bennett, a digital strategy expert and president and CEO of Ed Bennett Consulting. To hear more insight from Ed on patient experience, watch our webinar, Diagnosing disruptions: De-risking decisions in health care’s digital age. .

Hospitality 247

Hospitality Retail Leadership Culture 247

NICE inContact

MAY 29, 2018

We are moving from a service economy to an experience economy. Today’s customers are not just looking to get the right service at the right time at the right channel. They are looking for an experience that is immersive, engaging and proactive. On the contrary, bad experience leads to churn, a direct revenue loss.

Contact Center 141

Contact Center Customer Experience Innovation Customers 141

BirdEye

AUGUST 29, 2023

Happy customers build successful businesses. You can grow, scale, and develop your business if you understand your customers’ feelings about you. Great products, the best marketing campaigns, and the costliest ads are all playing second fiddle to the power of customer satisfaction.

Customer Satisfaction 98

Customer Satisfaction Chatbots Social Media Omni-Channel 98

NICE inContact

OCTOBER 17, 2019

For the private sector, customer service has served as the cornerstone of a well thought out marketing strategy. Businesses make investments to improve all touch points across the customer journey to ensure that each one of those customers has an exceptional experience when it comes to engaging with the brand.

Contact Center 120

Contact Center Customer Experience Return on Investment e-support 120

BirdEye

NOVEMBER 16, 2023

The right lawn care marketing strategy can help your business create lasting impressions, generate leads, nurture relationships, and build a brand in the market. This blog post provides all the information for small local services or growing landscaping businesses looking to supercharge their marketing strategies.

Marketing 64

Marketing Social Media Advertising Chatbots 64

NICE inContact

FEBRUARY 28, 2018

We are now entering an experience economy. Customer experience is now becoming the new tool to compete in this experience economy. Customers are no longer looking for the right service at the right time, they are looking for proactive service that is engaging, immersive and leads them to the next best action.

Customer Experience 122

Customer Experience Self Service First Call Resolution ROI 122

SurveySensum

APRIL 1, 2024

Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand. Why is Customer Trust Important for Startup Brands? Let’s get started!

Brands 52

Brands Case Study Social Media Feedback 52

Beyond Philosophy

APRIL 11, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The funny thing is that sometimes that motivation is hidden, even from the customer.

How To 78

How To Exercises Video Customers 78

ShepHyken

DECEMBER 20, 2019

This week we feature an article by Sabio who explains why developing a customer experience strategy is essential for your business to improve its bottom line. Developing a customer experience (CX) strategy for your business has never been more important. Every business can benefit.

Customer Experience 83

Customer Experience Roadmap Financial Contact Center 83

Beyond Philosophy

JUNE 8, 2023

A strange thing about corporate life is that after you get your annual spending budget approved for your department, you often still have to get approval to spend it. I have plenty of experience with this inefficient exercise in my career, and I thought I might have some things to share with all of you to get those necessary approvals.

Return on Investment 78

Return on Investment Exercises Customer Satisfaction ROI 78

ShepHyken

JUNE 1, 2018

This week we feature an article by Jason Grills who discusses the importance of integrating an effective customer support system and how to decide upon live chat software for your organization. – Shep Hyken. Your most unhappy customers are your greatest source of learning” – Bill Gates , Microsoft Founder.

Software 101

Software Comparison Customer Satisfaction System 101

Beyond Philosophy

DECEMBER 7, 2023

.” But a phrase is little more than words unless there is action that comes from it. Therefore, we ask you to submit your thoughts, ideas, or reports and statistics…anything that we can then review. Just click here to learn more and submit. However, I disagree; fewer people work in Customer Experience these days.

Customer Experience 88

Customer Experience Chatbots System Customers 88

ShepHyken

JULY 28, 2023

She shares what social proof is and how it nurtures credibility, builds trust, and increases profitability. It is founded on a simple idea: when we are unsure what to do in a given situation, we look for clues in other people’s choices and—in many cases—will copy them. And how can it boost customer trust in your brand?

Case Study 62

Case Study Study Brands Software 62

ShepHyken

JANUARY 11, 2019

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback.

Examples 92

Examples Feedback Strategy NPS 92

Comm100

JULY 20, 2021

Customer service has long been a slow-moving piece of the broader business landscape, and it’s not hard to see why: business owners are reluctant to experiment with customer service channels they’re unfamiliar with. For customers. Because 70% of millennials have had great experiences with chatbots.

Chatbots 143

Chatbots Customer Service e-support Customers 143

BirdEye

APRIL 28, 2023

Are you an insurance provider who is looking to increase your revenue? These strategies aren’t just about getting more clients, it’s also about retaining existing ones and making sure they keep coming back for more. They can also help boost your online presence. Fortunately, there are a number of ways to do this.

Insurance 98

Insurance Strategy Marketing Social Media 98

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

BirdEye

MAY 3, 2023

Choosing the most effective marketing channel can make sure that your efforts bring results. This blog post deals with everything you need to know to leverage the right channels and boost your business revenue. These marketing communication channels are pivotal in reaching your target audience.

Marketing 98

Marketing B2C Social Media Multi-Channel 98

ShepHyken

JUNE 29, 2018

This week we feature an article by Laura Bourne who shares four important factors that can help you achieve success and avoid customer service problems. – Shep Hyken. Your most unhappy customers are your greatest source of learning. There is no denying that loyal customers are the bread and butter of an organization.

Social Media 82

Social Media Customer Service System Touchpoint 82

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. Why is B2B CX Important?

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

CSM Magazine

DECEMBER 13, 2023

In a competitive market, stellar customer service stands as the cornerstone of a thriving business. As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Note that most of these customers were once very loyal to the brands they supported.

Customer Service 52

Customer Service CRM Call Center System 52

SmartMessage Blog

JULY 20, 2023

Every brand dreams of loyal customers. Building customer loyalty is essential for growth. Companies build strategies and heavily invest to maintain a solid customer base in today’s fiercely competitive business world. What Is Customer Loyalty and Why Is It Important?

Loyalty 52

Loyalty Management Loyalty Programs Competitive Advantage 52

BirdEye

JULY 25, 2023

Gaining trust and building a strong online reputation is one of the biggest challenges for businesses. Making customers believe that your business is worth investing and trusting is important for every business to grow. And that is where social proof comes in to turn things around for your business.

Examples 52

Examples Social Media Effort Score Case Study 52