GetFeedback

AUGUST 25, 2016

Customers want personalized experiences with companies. Omni-channel customer support improves the customer experience one ticket at a time.

Omni-Channel 195

Omni-Channel Customer Experience Customers Company 195

Kayako

AUGUST 25, 2016

This is a guest post by Puneet Kataria , the founder of Promoto. The Word of Mouth Marketing Association found that word of mouth drives an estimated $6 trillion in annual consumer spending. It is no surprise that every business dreams of achieving this state of nirvana: converting every customer into a passionate brand advocate. Brand advocates are customers who passionately and proactively recommend your brand to anyone and everyone within their circle of influence, without any expectations i

Brands 131

Brands Customer Service Study Poor Customer Service 131

GetFeedback

AUGUST 25, 2016

Customers want personalized experiences with companies. Omni-channel customer support improves the customer experience one ticket at a time.

Omni-Channel 150

Omni-Channel Customer Experience Customers Company 150

Customer Bliss

AUGUST 25, 2016

I think we all discuss “decision-makers” in our businesses often. I actually just watched this movie Get A Job with Anna Kendrick and Miles Teller. In this movie, which really isn’t that good, Bryan Cranston — a long way from Breaking Bad here — plays Teller’s dad. Cranston loses his job but thinks he’d be a perfect fit for this other job, right?

Customer Journeys 0

Customer Journeys Chief Customer Officer Leadership Company 0

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

NICE inContact

AUGUST 25, 2016

According to Gartner’s report, Bridge Silos of Customer Engagement, or Risk Killing Your customer Experience , “Customer engagement is frequently delivered in silos, even though this is a known, significant customer experience issue. While the silos generally can’t be knocked down, … they can be bridged at three critical points: user experience, process and data”.

Customer Engagement 121

Customer Engagement Connections Engagement Contact Center 121

Win the Customer

AUGUST 25, 2016

Social media has become a major tool for marketers. But even though most small businesses use social media, it doesn’t mean they’re using it effectively. For instance, only 45 percent of marketers think their Facebook strategy is effective, reports Social Media Examiner. In addition, 92 percent of marketers aren’t sure which social media tactics work best, and 88 percent don’t know how to measure their return on their social media investment.

Social Media 80

Social Media Case Study Study Customer Engagement 80

Customers That Stick

AUGUST 25, 2016

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Net Promoter Score 73

Net Promoter Score Video Customer Service Customers 73

Myra Golden

AUGUST 25, 2016

Two years ago I was working with a company to help their customer service representatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern and compassion. Achieving empathy in the customer experience is a bit like walking a tightrope. Too much empathy can result in longer talk times and inappropriate sharing between customer service representatives and customers.

Customer Service 63

Customer Service Customer Service Representative Training Video 63

Promoter.io

AUGUST 25, 2016

If we define a promoter as someone who is willing to go to great lengths to recommend or personally endorse a product or service, how many companies would you call yourself a promoter of? My guess is that you could count them on one hand. If we define a detractor as someone who is willing […]. The post The Anatomy of a Passive Customer appeared first on Promoter.io Blog.

Customers 48

Customers Company Customer Success 48

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Customers

Myra Golden

AUGUST 25, 2016

Two years ago I was working with a company to help their customer service representatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern and compassion. Achieving empathy in the customer experience is a bit like walking a tightrope. Too much empathy can result in longer talk times and inappropriate sharing between customer service representatives and customers.

Customer Service 55

Customer Service Customer Service Representative Training Video 55

Talkdesk

AUGUST 25, 2016

Number of calls in queue, average handle times, speed to answer. Historically, the world of call center customer service has been all about the numbers. When customer satisfaction dips, many in the industry pile on increasing layers of call center metrics to locate the problem. But while data creates a critical foundation for any customer service operation, numbers in and of themselves can sometimes miss important qualitative insights.

Customer Satisfaction 40

Customer Satisfaction Metrics Call Center Abandon Rate 40

Customer Interactions

AUGUST 25, 2016

Our CX Buzz is on steroids at the moment; normally we have one every two weeks and highlight only 5 pieces in each edition. However, the content coming out is just so good that this month, we have had one for you every week, and this week we share 7 pieces.

Customer Experience 0

Customer Experience Customers 0

Influitive

AUGUST 25, 2016

This post was updated on August 25th, 2016. In B2B sales, we’re taught to never allow ourselves to be single-threaded in an account. That’s why we label the different people we interact with throughout sales funnel stages with some common terms: Evaluators, Business Users, Champions, Detractors, Influencers, Budget Holders, Decision Makers… Since the dawn of.

Sales 39

Sales B2B Interaction Meeting 39

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Communication

Michelli Experience

AUGUST 25, 2016

Infographics 109

Infographics Technology Customer Experience Customers 109