GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience? This one’s easy.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

BirdEye

MARCH 29, 2024

Use the shutter button to click a photo or record a video to share on your Instagram story. Edit your story using the “Draw”, “Aa”, or “Sticker” or “music” buttons. And a brand introduction on Instagram stories can definitely do that. Take a look at how Ikea uses user-generated content in their stories.

Social Media 109

Social Media Video Guidelines Feedback 109

Beyond Philosophy

MAY 11, 2023

In the past five years, we have talked about the Cleveland Browns, a struggling team in the NFL, several times but we haven’t discussed customer engagement once. So, to remedy that, today we will focus on what customer engagement is and what you can do to promote more of it in your experiences. This first one is from HubSpot.

Customer Engagement 157

Customer Engagement Engagement Social Media Measurement 157

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. Jeanne Bliss Customer Experience Practitioner & Pioneer, Keynote Speaker and Author.

System 338

System Effort Score NPS Net Promoter Score 338

GetFeedback

AUGUST 14, 2019

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). Design a customer-centric culture.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Feedbackly

JANUARY 19, 2023

Customer satisfaction is a paramount factor for the success of a business. So, keeping your customers happy is the secret to keeping the wheels moving. Businesses use different metrics to determine how customers feel during the buying journey. What is CSAT and when to use it? So, which is the better pick?

Customer Journeys 98

Customer Journeys Metrics Survey Customer Satisfaction 98

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. Do you first have to analyze customer (quantitative) data or focus on their (qualitative) journeys? The Holy Grail of customer research is combining quant and qual data to get the most complete picture of your customer.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

Comm100

FEBRUARY 1, 2023

There is no one definition of a mature student, but the term is most often applied to students older than 21 years old at the start of their studies. We’ve looked at ways to increase student enrollment in past blogs, but mature students are unique. In the United States, 33.4% of college students are now aged 25 years and older.

Chatbots 183

Chatbots Social Media Omni-Channel Study 183

GetFeedback

JULY 19, 2019

We used to get so excited to talk about the Voice of the Customer (VoC). It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. How to set up your Voice of the Customer (VoC) program for success. How will you act on your VoC feedback on an ongoing basis?

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Retently

MARCH 29, 2023

Tesla is a definite leader in NPS® benchmarks, taking into account that anything above 40 is still considered a very good score in the auto industry. This huge success actually shows us the big picture of how markets work. So how does the world’s NPS leader achieve such a high level of customer satisfaction? Battery charging.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

GetFeedback

AUGUST 29, 2018

If you use Net Promoter Score (NPS) to keep tabs on customer happiness, then you know how painful a low score can feel. While NPS is a valuable customer experience metric , it also opens you up to a lot of criticism from detractors, or customers who give you a score of 6 or below. Step 1: Acknowledge their feedback.

Net Promoter Score 223

Net Promoter Score NPS Feedback Survey 223

SurveySparrow

FEBRUARY 24, 2024

Turns out customers don’t always say what they mean. Customer sentiment analysis lets you hear what’s really being said between the lines. If you are confused about the whole idea of customer sentiment, I have got you covered. What is Customer Sentiment? So… What is Customer Sentiment Analysis?

Analysis 52

Analysis Social Media Effort Score Survey 52

NICE inContact

JUNE 26, 2018

In part one of the blog series, we looked at a framework for building a business case to invest in customer experience technologies. In part 2 , we looked at KPIs that drive enhanced customer experience and in part 3 , we looked at how contact centers can increase customer lifetime value.

Financial 194

Financial Customer Experience Contact Center Software 194

Playvox

MARCH 21, 2024

When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale. The well-being, satisfaction, and motivation of your frontline staff play a pivotal role in shaping the customer experience. Agent morale can also be impacted by inconsistent feedback on performance.

Strategy 90

Strategy Contact Center Multi-Channel Social Media 90

Retently

JULY 28, 2023

How do you approach customer happiness in your company? 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?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

GetFeedback

FEBRUARY 4, 2019

You want to put this feedback to good use, but you’re not sure where to begin. Here at GetFeedback, we ran into the same situation when we applied our own live chat survey tool into our customer support feedback program. We’ve now developed a system that allows us to put this powerful customer insight to work.

Survey 186

Survey Data Effort Score Feedback 186

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. Probably not.

Software 101

Software Comparison Customer Satisfaction System 101

ShepHyken

NOVEMBER 2, 2017

One key is to always deliver value to your customers to keep them coming back. – Shep Hyken. Does it seem like your competitors have an advantage over you when it comes to attracting new customers? Or that too many customers are dissatisfied with your service? What do you like about it or dislike? Social Media.

Customer Service 76

Customer Service Social Media Analysis Advertising 76

ShepHyken

JANUARY 12, 2018

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. Check out our thoughts on customer focus. We often get questions and comments on delivering great customer service and experiences. Not my error.

Customer Service 94

Customer Service Policies Customers Customer Experience 94

Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Can you tell us how you got into CX and why you find the space so interesting? Steve taught me how to design a business to be adaptive to its customers’ needs. We’ve updated it for 2017.

Trends 147

Trends Customer Experience Wireless Entertainment 147

ChurnZero

FEBRUARY 21, 2022

Customers are more than just a source of revenue and profits for your company. But how do you tap into this well of information, and how can you use it to your benefit? That’s where a customer advisory board (CAB) can come into play. What is a customer advisory board? How do customer advisory boards work?

Feedback 98

Feedback Loyalty Roadmap Customers 98

NICE inContact

OCTOBER 22, 2019

However, customer needs or business requirements may not wait for your next scheduled review. Your IVR reporting shows a lot of lost calls and/or callback requests There are many reasons for why customers hang up in your IVR system. First off, some customers simply do not like the channel.

System 120

System Self Service Contact Center Customer Satisfaction 120

ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We’ve published +60 posts on a variety of Customer Success related topics like customer churn, product adoption, customer journeys and more. We even got a shout out from HubSpot as a top blog you should be reading in 2018. 10 Punny Customer Success Jokes.

Net Promoter Score 49

Net Promoter Score eBook Social Media Effort Score 49

ijgolding

FEBRUARY 26, 2019

Customer experience is important, that much we know. Readers of this blog won’t need persuading of the link between a company’s success and a great customer experience. Happy customers stay longer, buy more, they tell their friends, and your company grows. Customer feedback is broken.

Feedback 214

Feedback Financial Company Customer Journeys 214

ReviewTrackers

APRIL 18, 2022

In case you missed it, Google recently updated its review policy and added the following requirements: Don’t discourage or prohibit negative reviews or selectively solicit positive reviews from customers. The short answer is: you can no longer filter customers before asking them for a review. What exactly does this mean for businesses?

Policies 132

Policies Guidelines Hotels Social Media 132

SurveySensum

APRIL 8, 2024

Small businesses need to adopt a multi-faceted online strategy that emphasizes building deep, meaningful relationships with their customers and differentiating themselves from the competition. Let’s move on to discussing four strategies small online businesses can use to succeed in the digital age.

Strategy 52

Strategy Social Media Advertising Analytics 52

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! by Reuben Yonatan (Fast Company) Customer service (CS) and customer experience (CX) are the two faces of the same coin and go hand in hand with each other.

Customer Service 60

Customer Service Net Promoter Score Loyalty Programs Gamification 60

NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It not only helps your organization better deliver its brand promise by contributing to a positive customer experience, but quality can also help lower operating costs. How to document a call.

Contact Center 154

Contact Center Average Handle Time First Call Resolution Measurement 154

BirdEye

JANUARY 25, 2023

When left unchecked, one-star ratings can damage your business and impact how customers perceive your brand. In this blog post, we’ll show you how to manage one-star reviews and protect your business’s online reputation. Ask for feedback 5. Table of contents What are one-star reviews? Offer solutions 6.

Feedback 98

Feedback Customer Satisfaction Brands Management 98

ijgolding

FEBRUARY 5, 2018

In pledging to my campaign, five wonderful people were rewarded with an interview feature on my blog – what you are reading is the second of the five ( you can read the first – an interview with James Dodkins – here ). It did not take long for me to start becoming interested in the customer service elements of the business.

Culture 264

Culture Measurement Customer Centricity Hotels 264

NICE inContact

JUNE 20, 2019

But even if you’re already evaluating your chat and email interactions, you may need to expand your QM program to address an even bigger gap in the customer experience — your online assistants/chatbots and IVR. Here are five recommendations to help guide your chat and IVR evaluation process: 1) Understand what the customer is experiencing.

Chatbots 175

Chatbots Contact Center Self Service Social Media 175

NICE inContact

JANUARY 8, 2019

Call Center Customer Satisfaction (CSAT) is, together with other customer related measurements like Net Promoter Score (NPS) and Customer Effort Score (CES), among the most widely recognized and frequently used KPIs in the call center. CSAT is a measurement that is based on customer feedback.

Call Center 120

Call Center Customer Satisfaction Self Service Net Promoter Score 120

NICE inContact

MAY 5, 2017

Anyone can design a customer feedback survey. It’s just a bunch of questions about things that you, your boss, your marketing department, and perhaps an executive or two want to know about your customers. Initial Impressions: You want to make the entire survey process easy for your customer. Make it a good one.

Feedback 160

Feedback Survey How To Customers 160

Comm100

SEPTEMBER 22, 2021

As COVID-19 pushed companies and their customers online, digital transformation has taken over the customer service space like never before. In the first part of our series on Digital Transformation in Customer Service , we looked at why businesses can’t afford to ignore digital transformation. Engaging With Leadership.

Customer Service 154

Customer Service Social Media Leadership Omni-Channel 154

Totango

AUGUST 14, 2020

In customer success, your customers define their own victories. No one-size-fits-all finish line exists that clients must strive to cross, and there is no Harvard Business School concept of accomplishment you can award your customer before resting on well-earned laurels. Creating Better Customers, by Definition.

Customer Success 76

Customer Success Customer Journeys Customers Case Study 76

BirdEye

MARCH 4, 2024

Encouraging customers to leave feedback that highlights all the desirable aspects can be a daunting task. This blog post, containing a few sample reviews for a restaurant, can serve as your beacon of hope in getting the best reviews. But before we get there, let us clarify the basic definition of a good restaurant review.

Examples 111

Examples Social Media Hospitality Guest Experience 111