Thu.Sep 01, 2016

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5 Reasons Customer Satisfaction Metrics Still Matter

GetFeedback

Happy customers become the repeat buyers who keep your business alive. Here are 5 reasons you should constantly monitor your customer satisfaction metrics.

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Temkin Group’s (Exciting) Plans For CX Day 2016

Experience Matters

Last year, Temkin Group had a great time celebrating CX Day. This year, CX Day will be held on October 5th and we’re planning another exciting celebration. Temkin Group has labelled 2016 The Year of the Emotion for customer experience. As you’ll see below, we’re continuing that theme in our CX Day plans: Thought leadership video: Bruce will interview renowned author and thought […].

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How to really do strategic management in CX

Customer Bliss

I wanted to talk for a quick second about strategic management in customer experience. If you’ve been listening to my podcast — and the next episode is No. 20, which is crazy — you’ve probably heard many CCOs and other senior customer experience leaders talk about strategic management. I’ve been blessed to have some great guests who really “get” it, but over the years I’ve obviously also encountered people that miss the concept of strategic managem

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5 Reasons Customer Satisfaction Metrics Still Matter

GetFeedback

Happy customers become the repeat buyers who keep your business alive. Here are 5 reasons you should constantly monitor your customer satisfaction metrics.

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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Remove the distance between your team and customers. Introducing Kayako Collaborators.

Kayako

The concept of collaboration is easily dismissed as a soft goal. Something that’s “nice to have” in team dynamics, but rarely considered critical to the bottom line. When we launched the new Kayako in July, we aimed to reverse that type of thinking. That’s why we introduced collaborators as a user role in Kayako—to help our customers work better together and break down silos between their teams.

More Trending

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What is Your Company Doing to Celebrate Its #CX Professionals?

CX Journey

How will you and your company be celebrating CX Day this year? CX Day is a celebration of customer experience professionals, those folks who work tirelessly to design and deliver a great customer experience to their customers. This day is meant to not only highlight the profession but also to continue to raise awareness of the importance of the customer experience.

Company 92
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The 2 Mistakes Your Front Desk Staff Cannot Make in the First 6 Seconds of a Phone Call with a Patient

Myra Golden

I took my son to the pediatrician yesterday afternoon for his annual checkup. The nurse did a quick vision test and then recommended I take my son to an optometrist. I was hoping my son would be the one person in our family who did not need corrective lenses. In the car on the way home I called the eye doctor we’d used for my daughter a few months ago.

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ROI of Social Customer Service: How to Calculate It and Create a Strong Business Case

Natalie Petouhof

Tweet The phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. Why? If a customer doesn’t get the help she needs, she often will not remain loyal – or worse, she will take to social media and tarnish the brand. Think about it.

ROI 45
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The 2 Mistakes Your Front Desk Staff Cannot Make in the First 6 Seconds of a Phone Call with a Patient

Myra Golden

I took my son to the pediatrician yesterday afternoon for his annual checkup. The nurse did a quick vision test and then recommended I take my son to an optometrist. I was hoping my son would be the one person in our family who did not need corrective lenses. In the car on the way home I called the eye doctor we’d used for my daughter a few months ago.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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5 Companies That Deliver Great Customer Service

Talkdesk

An outstanding customer service experience can leave an unforgettable impression. A company that consistently goes the extra mile for their customers leaves thousands of lasting impressions that create that company’s reputation. These companies stand out (and win awards) for having some of the best customer service around. Here, we’ve compiled a list of five companies who stand out for providing great customer service: JetBlue.

Company 41
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Brilliant Customer Success Webinar

Service Strategies

In this energetic webinar you and your team will gain a deeper understanding of the key issues and actions required to transition your organization to customer success. The post Brilliant Customer Success Webinar appeared first on Service Strategies.

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Where I am Speaking This Fall! Come Say Hello!

Natalie Petouhof

Tweet It’s a busy fall and I hope to see you all out there, whether in person or on a webinar. Here’s some of the places I will be: 1. Webinar: ROI of Social Customer Car e Sept 6th @clarabridge [link] #custserv #CX. (Here’s the report: [link] ). *. 2. Think ROI of Social #custserv can’t be calculated? Think again! Webinar Sept 13th @clarabridge [link].

ROI 40
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Customer Success Tips for Top Performance – On Demand Webinar

Service Strategies

On demand webinar hosted by Service Strategies. In this session titled Customer Success - Transitioning Tips for Top Performance, you will gain a deeper understanding of the key issues, opportunities, and appropriate actions required to transition your organization to customer success. The post Customer Success Tips for Top Performance – On Demand Webinar appeared first on Service Strategies.

Tips 40
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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Adherence to Schedule Tips

Brad Cleveland Blog

Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled. However, to ensure your approach is supporting the culture you want to establish, consider these suggestions for getting the best results: 1.

Tips 20
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How to Boost Customer Retention with Unified Customer Support

Kayako

When you give your customers exceptional support, they are 4 times more likely to reward you with their loyalty. But what does exceptional support look like in 2016? You could use a helpdesk. But the truth is, helpdesks aren’t that helpful. Why? Because helpdesks encourage your staff to see customers as faceless support tickets. . But customers are people, just like you and me.

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Adherence to Schedule Tips

Brad Cleveland Blog

Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled. However, to ensure your approach is supporting the culture you want to establish, consider these suggestions for getting the best results: 1.

Tips 20
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What is Happening in the Business Communications Space?

Avaya

Over the past few weeks since joining Avaya, many people who know me—and others who don’t—have asked me two very specific questions: What is going on in business communications? Why did you join Avaya? There are headlines galore about the current status and future of the business communications industry. It’s all been very interesting to watch. If I was merely an observer or if my knowledge of this space was limited to only what I read in the press, I might consider running far away from it all,

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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Creating the Perfect Customer Service Training Plan

LiveChat

The lack of proper customer service training plan can lead to a bunch of support problems. If you don’t train agents properly, you can’t expect good customer service results. Agents that are not trained will often feel that their skills are not that valuable, leading to higher turnover rates. High turnover rates mean that you need to train more and more people each month.

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Are you joining the dots when it comes to customer service?

Eptica

Date: Thursday, September 1, 2016 Are you joining the dots when it comes to customer service? Published on: September 01, 2016. Author: Pauline Ashenden Today’s consumers want the freedom and flexibility to make contact using whichever channel they choose – and get a fast, helpful response to their query. They also want to be able to seamlessly move channels during the course of a conversation, without having to repeat themselves.