CX Accelerator

MAY 25, 2022

Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. If you have to, this means you have a problem or an unanswered question. You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs. You may use some or all of them.

Self Service 316

Self Service Social Media Knowledge Base Contact Center 316

Lumoa

JANUARY 24, 2024

Have you ever traveled to a country where you didn’t speak the language? If you have, you must know how exhausting it can be to get help with the simplest of requests. CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. This is because CX involves many factors that are outside your direct control.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

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

Lumoa

DECEMBER 15, 2022

Voice of Customer Analytics (often abbreviated as VoC) is a process of understanding the needs, motivations, and challenges customers face in their encounters with your business. It allows you to identify gaps in customer satisfaction and take corrective actions. But you have to do more than listen.

Voice of Customer 236

Voice of Customer Analytics Social Media How To 236

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. Ready to dive in?

Voice of Customer 236

Voice of Customer How To Feedback Return on Investment 236

GetFeedback

DECEMBER 26, 2018

We all want to feel appreciated, and your customers are no different. So how can you make your customers feel appreciated? Believe it or not, a simple customer “thank you” email can go a long way in creating a positive customer experience and brand perception. 5 tips for writing a customer “thank you” email.

Customers 230

Customers Customer Satisfaction Feedback Examples 230

ShepHyken

JULY 5, 2019

This week we feature an article by Alexandra Mederrick who writes about why effectively communicating online with your customers is a key to success for any business. Do you speak Internet? The issue with communicating with your customers online can result in your words being lost in translation.

Communication 120

Communication Self Service Social Media Knowledge Base 120

Steve DiGioia

MAY 17, 2021

Store these in your CS toolbox to use as needed. “Your job is to understand all of your customers’ needs—some of which they may not even realize they have,” one training manual says. “You were never trying to close a sale. L isten – Stop and listen to your customer’s complaint.

Customer Service 341

Customer Service e-support Self Service Customers 341

Steve DiGioia

MAY 15, 2023

If you’re in a leadership role, you should know by now that your customers are always evaluating your every move. That’s right, your every move. They’re watching your every decision, every action, and every word. Now, you might be thinking, “But I’m the boss!

Customer Satisfaction 182

Customer Satisfaction Social Media Loyalty Feedback 182

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. Your customers are a wealth of information on how you can improve your marketing, sales, and customer experience.

Feedback 208

Feedback Strategy Net Promoter Score Effort Score 208

GetFeedback

FEBRUARY 6, 2019

Before you know it, the day arrives. When the event is over, it’s the perfect time to gather feedback and plan for the future. Below we’ll share some quick tips on maximizing attendee feedback with event surveys. Making the Most of Attendee Feedback. How would you rate the speakers? Don’t wait!

Tips 276

Tips Feedback Survey Conference 276

ShepHyken

MAY 17, 2019

This week we feature an article by Ashwini Dave who writes about how important it is to show your customer’s appreciation in order to retain their loyalty. They are the major reason why you are in business. There’s the tendency to think that your product quality is your sustaining factor. People have needs.

CRM 109

CRM Comparison Report Loyalty 109

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

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. CSAT surveys are critical in determining challenges that your customers are facing so that you may improve the customer experience.

Omni-Channel 94

Omni-Channel Feedback Customer Experience Data 94

BirdEye

MARCH 4, 2024

A positive review can substantially enhance your restaurant chain’s online presence and notably increase foot traffic. Encouraging customers to leave feedback that highlights all the desirable aspects can be a daunting task. You can overcome this challenge by having a few well-crafted restaurant review examples handy.

Examples 111

Examples Social Media Hospitality Guest Experience 111

BirdEye

NOVEMBER 28, 2023

Did you know that in the last twelve months, an impressive 73% of consumers searched online for local restaurants? This statistic shows that your customers are looking for you online. But are you showing up in those search results? Online and offline, conversations about your restaurant business are happening.

Tips 109

Tips Management Social Media Feedback 109

BirdEye

MARCH 29, 2024

So, if you want to compete with your peers, it is vital to explore all formats and that includes Instagram stories. The short, engaging snippet you share on your Instagram stories can help you connect with your audience like never before. Tap the “+” icon or swipe right on your screen to go to Stories.

Social Media 109

Social Media Video Guidelines Feedback 109

ShepHyken

NOVEMBER 29, 2019

People will forget what you said, people will forget what you did, but people will never forget how you made them feel. Support experience, overall experience, company culture, quality of product/service, are the major factors that decide how your brand makes the customer feel. So, what part does technology play in this?

Technology 130

Technology Customer Experience Social Media Multi-Channel 130

Michelli Experience

APRIL 11, 2017

In last week’s blog , I made a distinction between “likely to recommend” and “actually recommend.” Also in last week’s blog , I indicated that customers have a variety of reasons why they don’t recommend brands even though they are otherwise loyal (e.g. Remind them you operate from referrals.

Customer Care 230

Customer Care Brands Net Promoter Score Social Media 230

ChurnZero

DECEMBER 29, 2020

Like a box of chocolates, you never know what you’re gonna get during life in the pandemic. Isolating at home felt like being stuck in your own glass case of emotion. Now, I’ll spare you my attempt at summarizing this last year because it looked different for all of us. Top 10 Blog Posts from 2020. Some of us slowed down.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

Lithium

APRIL 2, 2024

If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. Hello Atlas members! Sign up today ! Release Notes : The Khoros Care Release for version 24.04.1

Roadmap 52

Roadmap Metrics CRM Resources 52

Totango

JUNE 3, 2022

While customer success management can result in a rewarding payoff, it can also be very time-consuming if you don’t use the right strategies. Keeping in touch with your clients is the best way to minimize churn, but it can take considerable time if you do it manually. Customer check-ins. Escalations. Invitations to events.

Customer Success 108

Customer Success Feedback Meeting Knowledge Base 108

delighted

SEPTEMBER 21, 2023

By highlighting the positive experiences of customers on your website or other online platforms, you can validate your brand’s awesomeness to potential customers and persuade them to purchase from you. Not sure how to ask for customer testimonials or where you should display them for maximum effect?

Examples 86

Examples Net Promoter Score How To Case Study 86

ShepHyken

AUGUST 11, 2017

You know them – they are the brands you love. They’re the ones that constantly experiment to add customer value either by either reducing the friction of buying from them or offering new products and services that fill your unmet needs. So how do you get customer obsession to start at the top? Stories move people.

Net Promoter Score 92

Net Promoter Score Customer Centricity How To Feedback 92

BirdEye

FEBRUARY 15, 2024

In this blog, we’ll delve into the latest online review trends, insights, and strategies to help you paint a detailed picture of consumer behavior and use it to your advantage. This uptick in online reviews comes after a challenging period in 2022 when the pandemic led to business slowdowns and a drop in online feedback.

Automotive 111

Automotive Healthcare Hospitality Retail 111

BirdEye

JANUARY 25, 2024

Reviews can also be repurposed for various channels and become one of your best marketing tools. If you can’t find the time to do this consistently, you’ll miss opportunities to tout authentic third-party validation. Automated review sharing streamlines the process of promoting customer feedback on social media.

Social Media 110

Social Media Brands How To Multi-Channel 110

BirdEye

NOVEMBER 9, 2023

It’s like using a treasure map that guides you straight to the heart of your customer’s thoughts and experiences. These platforms handle feedback, connect with customers, enhance services, and guide your company to success. Insurance review sites collect customer feedback to shape your business’s narrative.

Insurance 111

Insurance Financial Feedback Consumers 111

ShepHyken

FEBRUARY 2, 2018

What comes to mind when you think of a bachelorette party? Thanks to a few meaningful acts of kindness by Southwest Airlines, her flight to her bachelorette party became a memory worth treasuring. Thanks to a few meaningful acts of kindness by Southwest Airlines, her flight to her bachelorette party became a memory worth treasuring.

Customer Service 85

Customer Service Airlines Culture Survey 85

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. What questions do you include to not only garner responses but also drive your business forward? Our guide walks you through crafting a compelling questionnaire with 35 essential questions you can use immediately.

Feedback 113

Feedback Net Promoter Score Effort Score Customer Satisfaction 113

Very Best Service

JANUARY 26, 2024

Making Marketing and Customer Service Work Together Image by DALL·E 3 Imagine this: your marketing team crafts a beautiful campaign, promising the world to potential customers. It is like pouring sugar in your coffee with one hand while adding vinegar with the other. The result? A bitter mess that nobody enjoys.

Customer Service 52

Customer Service Marketing Touchpoint Loyalty 52

Wootric

DECEMBER 21, 2018

If you missed any, here is your chance to get caught up and ready for a winning 2019: How to Choose the Best Net Promoter Score Software for your Business. These three questions will start the right conversations to choose the perfect NPS software for your company. Is it time for you to hire one?

Net Promoter Score 56

Net Promoter Score Effort Score NPS e-support 56

SurveySensum

OCTOBER 18, 2023

Did you know that a remarkable 77% of customers hold brands in higher esteem when they actively seek and diligently apply valuable customer feedback? But what is customer feedback and why is it so important? This is a great channel for customer to share their thoughts and experience with your brand.

Feedback 52

Feedback Competitive Advantage Trends Survey 52

BirdEye

JANUARY 25, 2023

Unfortunately, negative reviews are part of doing business – and they need to be addressed early if you want to protect your company’s online reputation. When left unchecked, one-star ratings can damage your business and impact how customers perceive your brand. Be professional in your response 3. Be prompt 2.

Feedback 98

Feedback Customer Satisfaction Brands Management 98

CSM Magazine

JANUARY 24, 2024

No matter what business you have, you’re going to need some form of customer service. It’s the only way to ensure that your customers are getting the assistance they need. But if there isn’t a way for customers to contact you, there’s no way of knowing when these issues have occurred. Why customer service is necessary 1.

Industry 59

Industry Customer Service Customers Feedback 59

SurveySparrow

JANUARY 19, 2023

An ROI of 293.66% Yes, Brazilian company Klickpages got an increased ROI of 293.66% by using a thank you page in its lead capture forms. The impact of a simple ‘thank you for contacting us’ page. We want to deliver something more useful, and 10 ways to say ‘thanks’ at the end of a form is how we’ll do that.

ROI 52

ROI eBook Feedback Survey 52

SurveySparrow

JANUARY 19, 2023

An ROI of 293.66% Yes, Brazilian company Klickpages got an increased ROI of 293.66% by using a thank you page in its lead capture forms. The impact of a simple ‘thank you for contacting us’ page. We want to deliver something more useful, and 10 ways to say ‘thanks’ at the end of a form is how we’ll do that.

ROI 52

ROI eBook Feedback Survey 52