InMoment XI

NOVEMBER 24, 2016

As I stood in line to pick up the pizza I had ordered, I noticed a sign that said “If you had a 5-star experience, please take our survey”. I didn’t have to wait long at all for my pizza. When I was paying, the employee asked me how my visit was. I let them.

Survey 253

Survey 253

Vonage

NOVEMBER 24, 2016

What a conversation! A British gentleman working in global logistics, his American entertainer wife who recently became a mother, an Australian event coordinator and me. Four different cultures – and different points of view. We talked about the service we received at retail stores, banks, restaurants, hotels and airlines around the world. We each had very different opinions about what constitutes “good service.”.

Culture 201

Culture Customer Service Entertainment Hospitality 201

InMoment XI

NOVEMBER 24, 2016

As I stood in line to pick up the pizza I had ordered, I noticed a sign that said “If you had a 5-star experience, please take our survey”. I didn’t have to wait long at all for my pizza. When I was paying, the employee asked me how my visit was. I let them. View Article.

Survey 200

Survey 200

AskNicely

NOVEMBER 24, 2016

SaaS business have a golden opportunity they need to take advantage of: It’s easier for them to understand customer behaviour and use that to drive growth than in any other industry. We wanted to bring NPS® into Intercom to help them maximise that opportunity. We knew there were some unique challenges and opportunities for SaaS businesses and being in the industry ourselves, wanted to come up with a solution that was particularly tailored to meet the needs of these companies.

Net Promoter Score 150

Net Promoter Score Tools Marketing NPS 150

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Customers

Feedback

NOVEMBER 24, 2016

I want to connect to a company and understand their beliefs. They sent me a new one! This company really rocks. Company policies matter to me. Are they paying their employees? I’ve heard bad things. I want them to fix my shoe issue and do it right. I STILL haven’t heard back from company A. I am so frustrated! These are customer comments I found this morning on various retail shopping sites.

Customer Experience Management 133

Customer Experience Management Customer Experience Management Feedback 133

Bold360

NOVEMBER 24, 2016

Our ancestors knew it, and they turned it into the proverb we’ve all heard a million times: A bird in the hand is worth two in the bush. Intuitively, we all know that’s true, and chances are any one of us can point to numerous examples from our daily lives when we have acted upon the maxim. So why does that pearl of ancient wisdom fly out the window as soon as most companies sit down to draw up their marketing budgets?

Customer Satisfaction 58

Customer Satisfaction Self Service Customer Retention Exceptional Customer Service 58

Currency Alliance

NOVEMBER 24, 2016

At Currency Alliance, our framework for the measurement of loyalty programs is based on the belief that “Engagement” is the common denominator and “Advocacy” and positive, increasing Life Time Value (LTV) are the primary goals. Please note that “Transactions” are only an element of building healthy relationships with customers. Measuring “engagement” comes down to: • Registrations for the Loyalty Program. • Frequency of engagement across all channels. • Conversion into purchases or other Actions

Measurement 40

Measurement Loyalty Loyalty Programs Customers 40

Customer Interactions

NOVEMBER 24, 2016

Contact centers that are always on the lookout for new tools and resources can hold a powerful competitive advantage. Preparing for the New Year is a great opportunity to join their ranks and explore industry trends. Employee engagement is a top-of-mind concern for many organizations, and improving it should be on your to-do list. Employee engagement has been proven to add tremendous value to organizations, and ongoing developments are pushing its benefits further than ever before.

Employee Engagement 36

Employee Engagement Call Center Engagement Competitive Advantage 36

Kayako

NOVEMBER 24, 2016

We like to think of ourselves as people who stick to our deadlines (I am sure you are the same!). So why do we often miss the deadlines we create in our minds? And why are so many of us overdue in shipping our next project? The new Kayako was no exception – It was overdue almost two years. The truth that is never told about releasing products is that it will cost you sleep.

How To 0

How To Leadership Meeting Communication 0

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Communication