Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

C3Centricity

MAY 25, 2020

Do you believe that using technology to understand customers is the only way today? Or worse, they invest in the latest platforms and systems in the hope that using technology to understand customers will help them with their knowledge void. BigData #Analysis #Customer #CustomerUnderstanding Click To Tweet. Is this your case?

Technology 194

Technology Analysis Data Consumers 194

Beyond Philosophy

OCTOBER 13, 2022

Why Video is the Untapped Jewel to Greatly Enhance Your Customers’ Experience. Jóhann Hannesson , Lead Product Manager and the head of Web Development at Streem , says that video could be the missing link between your customer and the expert in the contact center. Watch The Intuitive Customer YouTube Channel here.).

Video 88

Video Contact Center Customer Experience Net Promoter Score 88

NICE inContact

AUGUST 1, 2017

We see this is in all facets of life – customers spread bad publicity about your company twice as quickly as good; studies show parents scold their children more often than they praise. Do your agents scatter like ants when they see you coming? Do they look for any excuse to reschedule your 1:1s or coaching sessions?

Contact Center 122

Contact Center Gamification Feedback Meeting 122

Beyond Philosophy

JANUARY 24, 2018

Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works. By EX, of course, we mean employee experience.

Resources 100

Resources Company Consulting Employee Experience 100

CX Journey

DECEMBER 16, 2014

Want to know the secret to customer retention? I do sometimes find inspiration to write about both customer and employee experiences in the strangest ways, but that story got me thinking about this blog post that I needed to write about customer retention and how to keep customers coming back.

Customer Retention 209

Customer Retention Advertising Metrics Customers 209

BirdEye

OCTOBER 11, 2023

Customer experience can be vital in helping businesses grow and scale faster. Investing in processes and tools that contribute to customer delight significantly impacts the bottom line. Good customer experience or delight has significantly evolved to finding value across every touchpoint.

Sales 111

Sales Social Media Customers Multi-Channel 111

Bold360

JULY 8, 2020

Basically, you just answer the question: What is your bot in this world to do or to be? Our bot answers FAQs about product features. Our bot’s only purpose in life is to be snarky and tell weird jokes. Just ask, “What’s this bot put on earth to do?” Then we ask: Is there anything we need to add?

Chatbots 52

Chatbots Tips Meeting Data 52

InnerTrends

MAY 23, 2018

Label your leads, users and customers. It takes no feat of imagination to figure out that, nowadays, if you leave your email address on a site, you will receive a ton of emails related to that subject until the user cycle is finished. I used to be a marketer and I am guilty of every classic trick in the book. Haven’t you?

Marketing 73

Marketing Net Promoter Score eBook NPS 73

Integrity Solutions

JANUARY 15, 2020

At the same time, complex sales cycles and heightened competition are putting both new and experienced salespeople to the test. No matter how dedicated people are to the job and no matter how much they care about the customer, the selling landscape has gotten tougher, quotas are declining and the pressure is intense.

Sales 85

Sales Banking Guidelines Tips 85

Optimove

MARCH 19, 2020

It has also brought a change to billions of people’s daily way of life – including how we, as marketing professionals, are doing our jobs. Our analysis includes ten different leading European companies, each with several brands and products. The coronavirus outbreak is, first and foremost, a personal tragedy for too many.

Sports 59

Sports Trends Tips Marketing 59

Russel Lolacher

JUNE 19, 2022

She’s the author of the Workplace Wisdom blog and she’s a frequent contributing author to Harvard Business Review and Forbes as well as a speaker, including for TEDx where her talk on “Why There’s So Much Conflict at Work and What You Can Do to Fix it” is close to 400,000 views. Workplace Wisdom Blog. PLAY AND SUBSCRIBE. KEY TAKEAWAYS.

Culture 98

Culture Consulting Leadership Management 98

ClientSuccess

JULY 29, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Mentor Questions. Question 1. I learned early on how important is to make every effort to go above and beyond when a client has a question.

Insurance 59

Insurance Culture Customer Success Groups 59

SurveySensum

FEBRUARY 17, 2021

In the fourth episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are running a workshop on Customer Journey Mapping. . What do you need before the Customer Journey Mapping workshop?

Customer Journeys 59

Customer Journeys Exercises Touchpoint Metrics 59

SurveySparrow

NOVEMBER 9, 2020

Everyone in human resource should use one of these tools once in their work-cycle to boost productivity and efficiency. . Highly engaged employees can reduce turnover and increase productivity. . The global human resource management market is expected to reach USD 38.17 billion by 2027. So, what to do? Well, relax!

Software 59

Software Tools Management Employee Engagement 59

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. Consumer patience is dwindling; we want better, more accessible products, and everything that we do seems to revolve around convenience. In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself?

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

ChurnZero

JULY 12, 2019

This is a guest blog post by Andy Mura, the Head of Marketing at Userlane. Perhaps product problems, loss of a key user in the account, a bad use case… Sure, these are some reasons why customers may churn, but the reality is that your churn rate is deeply connected to the quality of onboarding journey your users go through.

Customer Success 75

Customer Success Customer Experience How To Roadmap 75

Qualtrics

MAY 12, 2021

How can design research principles of being curious about your target market and learning what they need give you the ultimate edge in creating the best customer experiences? Design research has become more important in business, as industries move towards designing high-quality customer experiences. What is design research?

Marketing 26

Marketing Groups Data Return on Investment 26

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. Embrace the authenticity challenge.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Beyond Philosophy

MARCH 3, 2016

A press contact, working on a client assignment, recently approached me with a fairly conventional statement and question: There’s a focus on low pricing and functional quality that exists in BtoB product and service purchase decisions. This often minimizes customer selection of vendors.

Consulting 60

Consulting Loyalty Advertising Analysis 60

Amity

NOVEMBER 4, 2016

As I wrote my first blog on scaling Customer Success Teams several weeks ago I had a hard time narrowing down which topics to include and which to leave out so that the piece didn’t turn into a Tolstoy novel. Now onto some additional tips and tricks that are too often overlooked as Customer Success teams begin to grow.

Data 48

Data Travel Case Study Roadmap 48

Lumoa

OCTOBER 15, 2023

How often should you collect customer feedback? There is more and more discussion about this question, especially now living in an era where customer feedback is louder than ever. A common trend emerges wherein, once the results are collected, they often recede into the background until the next feedback cycle rolls around.

Feedback 208

Feedback Hospitality Analytics Touchpoint 208

ProProfs Chat

JUNE 30, 2020

It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. So, let’s get started!

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

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. Customer service is still a relatively new department and career path. The Need for a CX Change Coalition.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. Just ask any business owner. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. Just ask any business owner. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Myra Golden

NOVEMBER 15, 2016

N o matter what your product or service is or what business you’re in, your employees will have to deal with difficult customers. So that’s why I’m sharing these tactics… to show you a fast and easy new way your employees can create calm and regain control with difficult customers. Interestingly, call volume was not up.

Call Center 76

Call Center Training Video How To 76

Natalie Petouhof

JUNE 4, 2017

And who better than a former fighter pilot to teach CEO’s a thing or two about making quick, innovative decisions than someone who’s life depended on it. Not doing so could mean life or death. Just ask the CEO of Ford Motor Company, Chief Executive Mark Fields. Think again. What does the OODA Loop mean to a CEO?

Innovation 53

Innovation Industry Automotive Culture 53

Stella Connect

FEBRUARY 20, 2018

The continuous cycle of hiring and onboarding new agents and ramping them up to full productivity can cost a customer service organization roughly $10,000-$15,000 per employee. But for fast-growing companies trying to scale their customer service teams, the costs are far too high. Focus #1: Build a Culture of Service.

Contact Center 40

Contact Center Effort Score Culture Connections 40

Kustomer

DECEMBER 2, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Dan Gingiss to learn more about how Marketing and CX are connected. For Dan, this is where Marketing and CX go hand in hand to win the customer’s loyalty. Listen to the full podcast to learn more.

Marketing 98

Marketing Social Media Customer Experience Brands 98

SmartKarrot

JULY 20, 2022

Customer success is when your customers choose your product and company because they are happy and see ROI appropriately. This revenue was once the responsibility of customer service or account executives. However, customers now want more personalized products and services. What are your pain points?

Customer Success 10

Customer Success Roadmap B2B Customer Journeys 10

Grade.us

APRIL 2, 2019

What's the best way to ask for a review? Common advice states that you ask for what you want directly. When you ask for a review, your odds of success skyrocket if your request includes the right ingredients. Industry-specific email templates you can use to ask for a review. How to ask for reviews. You need it.

Automotive 42

Automotive Hospitality Healthcare Feedback 42

Grade.us

AUGUST 14, 2018

It's the virtuous cycle most businesses would love to have. Calculated reciprocity communicates conditional giving to event coordinators, attendees and customers. Symmetrical reciprocity depends on affection but it doesn't work well with new attendees/customers. . It's also an amazing way to get reviews. Reciprocity.

Groups 40

Groups Resources Sales Analytics 40

Natalie Petouhof

JUNE 4, 2017

Not doing so could mean life or death. Just ask the CEO of Ford Motor Company, Chief Executive Mark Fields. Do the OODA Loop Faster and Better! You would think it would to generate revenue, profits and reduce costs. Think again. It’s all about iterating and pivoting like a start-up. What does the OODA Loop mean to a CEO?

Innovation 40

Innovation Automotive Culture Industry 40

GetFeedback

MARCH 13, 2019

The Net Promoter Score (NPS) metric is the perfect way to determine which customers are your brand advocates (NPS Promoters), which customers are moderately happy with your brand (NPS Passives), and which customers have encountered a bad experience along the way and would not recommend your services or products (NPS Detractors).

NPS 186

NPS Net Promoter Score How To Survey 186

SmartKarrot

JULY 6, 2021

From the few missed lessons of customer service that result in effective and efficient deliverability, customer follow-ups are one of the top 3. How do your customers feel about your business? Does your brand contribute to a sense of customer delight ? How to Conduct Effective Customer Follow-up? Let us begin.

B2B 10

B2B Social Media Customer Success Connections 10

Myra Golden

NOVEMBER 15, 2016

N o matter what your product or service is or what business you’re in, your employees will have to deal with difficult customers. So that’s why I’m sharing these tactics… to show you a fast and easy new way your employees can create calm and regain control with difficult customers. Interestingly, call volume was not up.

Call Center 40

Call Center Training Video How To 40