Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. In the early stages of the pandemic, business conditions became very fluid. Agent morale suffered which led way to rising turnover and the Great Resignation. However, CCaaS isn’t the complete answer and will not guarantee success.

Self Service 78

Self Service Contact Center Customer Experience Chatbots 78

ShepHyken

DECEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. VentureBeat) Excellent customer service is vital to the long-term success of any business. In this case, it’s Jeff Steen sharing his thoughts on a Seth Godin blog post.

Customer Service 76

Customer Service Social Media Call Center Retail 76

Beyond Philosophy

JULY 2, 2020

We like to tell them one of my favorite old sayings: Never let a good crisis go to waste. When we hosted Rory Sutherland on the podcast a couple of weeks ago, he made the point that businesses have prioritized efficiency over resilience. In this issue, we will discuss how to avoid being one of them.

Customer Experience 195

Customer Experience Airlines Customer Journeys Groups 195

SurveySparrow

SEPTEMBER 25, 2023

Customers hold the key to business success and there’s no doubt about that. In this blog, we’ll explore the phases, discuss the customer experience lifecycle model, and provide actionable tips on how to improve customer life cycle stages. But what exactly is this lifecycle, and why is it so crucial in the world of business?

Customer Experience 52

Customer Experience Social Media e-support Omni-Channel 52

OpinionLab

AUGUST 29, 2017

Omnichannel CX and how to optimize across channels is a huge challenge in today’s increasingly digital world. A google of “omnichannel CX stats” and “omnichannel stats” quickly reveals that: 98% of Americans switch devices in the same day ( Google ). However, none of this information is going to help you achieve this goal.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

Stella Connect

NOVEMBER 2, 2021

It’ll be off to the races as customers flock to your business with money ready to be spent throughout the holiday season, but with this all-out blitz of consumer spending also comes the inevitable: angry customers. In addition, you should be worried poor brand experiences drive them away from your business and toward the competition.

Contact Center 88

Contact Center Policies Average Handle Time First Call Resolution 88

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers. Customer experience has been on the rise during the last couple of years.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

ShepHyken

JUNE 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. 3 Things That Will Boost Your Reputation For Great Customer Service by Mark Armstrong. 3 Customer Service Lessons from Pella Corporation by Elena Constantinescu.

Customer Service 66

Customer Service Omni-Channel Call Center Retail 66

Wootric CX Blog

NOVEMBER 4, 2020

Increased competition in nearly every market is leading businesses of all types to search for ways to attract and retain their ideal customers. As competition and buyer empowerment compounds, Customer Experience, or “CX”, is proving to be the only truly durable competitive advantage. Welcome to the “Age of the Customer.”

NPS 122

NPS Net Promoter Score Metrics Effort Score 122

Beyond Philosophy

JUNE 4, 2020

Today, we are going to discuss in more detail why this works and what you can do to implement these surprising ideas that don’t make sense to encourage the success of your brand. In our last issue of Why Customers Buy, we discussed how doing things differently than your competition could be the most reliable path to success for your brand.

Consulting 156

Consulting Conference Training Return on Investment 156

Beyond Philosophy

OCTOBER 13, 2022

I thought, wouldn’t it be great if I could show them on my screen so they would know I was an honest bloke? Why Video is the Untapped Jewel to Greatly Enhance Your Customers’ Experience. We created this newsletter in partnership with Streem. I didn’t know what the whatchamacallit was, but I knew it wasn’t working.

Video 88

Video Contact Center Customer Experience Net Promoter Score 88

Wootric CX Blog

MARCH 1, 2020

Whether it’s Neo (from The Matrix ), Katniss (from Hunger Games ), William Wallace (from Braveheart ), or T’Challa (from Black Panther ), you know the story well. Whoever spearheads your customer-first initiative should be truly exceptional, so we came up with a list of criteria to help you find that person. .

Effort Score 52

Effort Score Roadmap Touchpoint Analysis 52

Beyond Philosophy

AUGUST 13, 2020

When I go into an organization, and they say their goal is to delight customers at every moment of contact. There is a significant connection between successful Customer Experiences and the amount of effort they require from customers. This reluctance comes at us from an evolutionary level. . Do you know what annoys me?

Effort Score 182

Effort Score How To Net Promoter Score Policies 182

Beyond Philosophy

SEPTEMBER 30, 2021

This feeling has to do with Loss Aversion, which explains that people feel worse about losing things than gaining things feels good. . I bought trousers from a company in the UK called Cotton Traders, but I don’t like them and want to return them. One of our podcast listeners wrote to us with a problem.

Sales 78

Sales Software Policies Examples 78

Beyond Philosophy

JANUARY 4, 2022

So, today, we will talk about convincing people that having a relationship with customers is a good idea. I would create a spreadsheet showing long-term relationships and their profitability in Tina’s case. Stories will help solidify it and best practices from other organizations in their industry.

Customer relationships 88

Customer relationships Net Promoter Score Consulting Culture 88

Beyond Philosophy

OCTOBER 25, 2019

After all, let’s face it, having a business predicated on the idea that people would let strangers stay in their home sounds like a doomed venture. After all, let’s face it, having a business predicated on the idea that people would let strangers stay in their home sounds like a doomed venture.

Hotels 104

Hotels Travel Hospitality Consulting 104

Kustomer

JULY 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe and Vikas are joined by Darryl Addington from Five9 to learn about integrating cloud support and AI into the CX space. What would the world be like if AI were to be completely integrated into business practices?

Contact Center 98

Contact Center Self Service Examples Consumers 98

Hello Customer

SEPTEMBER 17, 2020

Our first guest was CX mastermind Steven Van Belleghem , together they discussed how organizations can create a strong value proposition for their customers in challenging times. So, the input for the interview actually came from you guys, the audience! An increase in digital doesn’t necessarily mean that business becomes less human.

Customer Centricity 52

Customer Centricity Feedback ROI Banking 52

Hello Customer

SEPTEMBER 17, 2020

Our first guest was CX mastermind Steven Van Belleghem , together they discussed how organizations can create a strong value proposition for their customers in challenging times. So, the input for the interview actually came from you guys, the audience! An increase in digital doesn’t necessarily mean that business becomes less human.

Customer Centricity 52

Customer Centricity Feedback ROI Banking 52

VDS

OCTOBER 2, 2023

Selecting the right Genesys Cloud partner for your business is essential to successfully designing, implementing, and supporting the Genesys Cloud solution. The right partnership can not only facilitate a smooth cloud migration process, but also ensure optimal results from the platform’s wide range of customer experience (CX) features.

How To 52

How To Customer Journeys Contact Center Analytics 52

PeopleMetrics

MAY 4, 2020

Start with the customers who have the highest CLV, then proceed from there. For B2B companies, every recover alert should include a follow-up — no exceptions! If they cannot resolve the issue themselves, they often assign the case to someone in the organization who can. Recover alerts are the core of any advanced VoC program.

Management 78

Management CEM Hotels Customer Centricity 78

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers. Customer experience has been on the rise during the last couple of years.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

ViiBE Blog

JANUARY 25, 2021

Further, the exceptional performance of ViiBE’s integration makes it the first choice AR remote assistance tool for companies such as Decathlon and Allianz Partners. Zendesk is designed to foster great customer relations, and to do so provides software addressing customer support, sales, and customer engagement.

CRM 52

CRM Video Case Study Net Promoter Score 52

ShepHyken

JULY 14, 2017

This shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. A negative review, like any complaint, is an opportunity to show how good you are.”. Shep Hyken.

Customer Experience 44

Customer Experience Social Media Advertising Customers 44

Beyond Philosophy

JUNE 7, 2017

Trust in the four major global institutions, namely government, business, media and non-government organizations, has taken a massive knock in the last several months, to the point where rebuilding trust has not only become a nice-to-have, but an absolute imperative, if these institutions are to survive. The Rise of Authenticity.

Government 121

Government Advertising Social Media Employee Experience 121

Kustomer

SEPTEMBER 3, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe is joined by Nate Brown to discuss the effects of COVID-19 on businesses and how companies need to adapt to them. Nate is the Founder of CX Accelerator , a virtual community that encourages and supports CX professionals in the tough work that they do.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

Wootric CX Blog

SEPTEMBER 23, 2020

Heck, even if you’re not irritating them, you might be confusing them at the very least—and that’s never a good thing. Now, you may be wondering… what is a good survey response rate? The answer is that it can vary considerably based on the channel, the industry, and the type of questions asked.

Survey 98

Survey Net Promoter Score Effort Score How To 98

AskNicely

JANUARY 10, 2019

Validating that, AskNicely’s 2018 NPS Benchmark Study found forward-looking companies that strategically step away from price wars to concentrate on customer experience metrics are discovering more retention and better growth. Three Reasons Customer Experience Must be Top-of-Mind. More Retention. Online Reviews Make or Break.

NPS 150

NPS Metrics Effort Score Customer Experience 150

Stella Connect

JANUARY 4, 2022

A good coach plays a big part in determining whether an agent becomes a service nuisance and an early turnover statistic, or a long-lasting high performer.”. “A A good coach plays a big part in determining whether an agent becomes a service nuisance and an early turnover statistic, or a long-lasting high performer.”.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. podcast and the Experience Maker Show. podcast and the Experience Maker Show. So let’s jump right into the key findings.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

Beyond Philosophy

MAY 19, 2015

Having a great Customer Experience is no accident. Companies that excel in providing a great Customer Experience engaged in lots of deliberate designs to make their experience what it is today. To that end, here are three things all great CX companies do that you need to emulate in your Customer Experience. #

Exercises 60

Exercises Employee Engagement Analytics Groups 60

Beyond Philosophy

JUNE 12, 2015

Since 1994, the ACSI Score rose from 74.8 Given the focus on CX over the years and the resources allocated to it, the question becomes are organizations really getting the return on this investment? I also worry about the plateau/decline (from 76.2 I also worry about the plateau/decline (from 76.2 to a high of 76.8

Net Promoter Score 60

Net Promoter Score Customer Experience Trends NPS 60

Beyond Philosophy

AUGUST 8, 2016

Right now, people from all over the world are leaving their schedules, their responsibilities, and their diets at home and getting away for much-needed rest. If they show up at your registration desk/exit row/car counter/hostess stand, how are you going to be deliberate about creating a great moment in their Customer Experience?

Hotels 60

Hotels Entertainment Consulting Airlines 60

Beyond Philosophy

JANUARY 23, 2017

Imagine going on a cruise and having the ship know your every desire – sometimes even before you do. The sensors go beyond making recommendations and use technology to ensure that passengers are always comfortable, even turning on lights and adjusting room temperature as guests walk toward their rooms. But customers are not rational!

Case Study 60

Case Study Study Technology Tourism 60

InteractionMetrics

JULY 10, 2023

Artificial Intelligence is rapidly infiltrating new markets, and the customer experience sector is no exception. It overly inflates expectations and distracts from the precise way ML will improve business operations,” writes Eric Siegel in the Harvard Business Review. So, is AI for customer experience just hype?

B2B 40

B2B Customer Experience Analysis Chatbots 40

Beyond Philosophy

NOVEMBER 20, 2015

Since 2002, I have learned some truths about starting my own business. There is one thing most people who are considering starting their own business worry about: What if I fail? For anyone considering leaving a job to start their own business, I would offer one important piece of advice: Being afraid is never the reason not to try.

Course 60

Course Consulting Policies Customer Experience 60

Pointillist

MARCH 22, 2018

90% of customer value for B2B businesses is obtained after the initial sale.’ – Marketo. Cross-sell is when you recommend a product that complements your customer’s existing purchase, but is from a different category. In this case, the retailer in the previous example offers a complementary product to the one already chosen.

Analytics 71

Analytics Customer Journeys Hotels Touchpoint 71