Think Customers

MARCH 2, 2023

” “A lot of brands have a tendency toward what I call the ‘CX sacrifice,’ reducing staff and decreasing your time to serve. While being more strategic about CX means seeking out savings, the panelists wondered how Frontier Airlines’ recent cost-cutting move to eliminate live telephone support will play out.

Self Service 52

Self Service Contact Center Average Handle Time Roadmap 52

ECXO

AUGUST 9, 2023

But, here’s the question: if your competitors could do the same job, and have similar knowledge, expertise, capabilities and pricing, how do you stand out? In other words, how do you escape a parity trap? There’s a lot of jargon in CX. There’s a lot of jargon in CX. This is the language of CX. They’re a given.

Consulting 94

Consulting Competitive Advantage Culture Touchpoint 94

Kustomer

JANUARY 7, 2024

Outages can be problematic: According to one user on G2 : “Intercom constantly has outages. As a result, the final price you have to pay is unpredictable and can increase rapidly as a business starts to grow. As a result, the final price you have to pay is unpredictable and can increase rapidly as a business starts to grow.

Omni-Channel 97

Omni-Channel Self Service e-support Knowledge Base 97

Retently

APRIL 5, 2024

Because in a market brimming with choices, the way customers feel about your business can set you apart. This interconnected retail context demands a cohesive approach, ensuring that customer experience is consistent and positive, regardless of how or where the customer chooses to shop. Why does this matter so much?

Retail 78

Retail Engagement Strategy Customer Experience 78

ViiBE Blog

FEBRUARY 28, 2022

ViiBE Blog How can live chat integration with co-browsing improve CX? Download now Live chats are confidently becoming an essential tool for any digital business. Therefore, CRM specialists have to be empowered with tools that would provide rapid solutions and increase customer satisfaction.

e-support 52

e-support CRM ROI First Call Resolution 52

Solvvy

OCTOBER 30, 2020

If customer problems require the attention of a support agent, a less than immediate response may lead to an abandoned cart or loss of renewal. In some cases, your product or service requires how-tos in order to maximize customer experience. If a problem requires agent support, Journeys ensure a fast and efficient response.

Self Service 48

Self Service Customer Service Chatbots Return on Investment 48

Kitewheel

AUGUST 11, 2020

It isn’t automation that hurts CX, but rather failing to think about automation in the context of a customer journey. How and Why Automation is Ruining Marketing. Here at Kitewheel, our President Mark Smith is fond of saying how “the only thing worse than not automating, is automating the wrong thing.”

Marketing 52

Marketing Analytics Customer Journeys Omni-Channel 52

Doing CX Right

OCTOBER 20, 2020

People typically answer this question based on how well a business understands and meets their needs. R esearch proves this to be true as you can see from a PWC study below. . Their competitive edge comes from humanizing business, and you can apply the same principles no matter where you work. . Website Live Chat.

Voice of Customer 69

Voice of Customer Customer Journeys How To Feedback 69

CSM Magazine

FEBRUARY 17, 2022

As a result, companies will begin to prioritise new platforms and methodologies that can support flexible and agile working for the long-term. One example is the use of brand advocates and gig customer service experts who can provide global 24/7 customer service. Arguably, in 2021 the industry experienced a seismic shift.

Trends 98

Trends Industry Customer Service Chatbots 98

ChurnZero

DECEMBER 21, 2022

It means one train can hide another. You can find companies where if you just look at the net expansion rate, you go, wow, it’s 125%. One train can hide another.”. 2/ From overwhelmed to over quota: How to be a more effective CSM. It can actually impact your mental health. 2022 was a tireless year.

Customer Success 98

Customer Success Metrics Consulting Training 98

Comm100

AUGUST 1, 2018

The picks on this month’s series of best CX Posts cover a wide variety of topics focused mostly on the future of customer experience and the trends that are shaking up the industry. It is important to first define the responsibilities assigned to different levels starting with the frontline team, then management up to the executive.

Customer Experience 102

Customer Experience Policies Social Media Effort Score 102

NobelBiz

JANUARY 23, 2024

This article will delve into the world of Customer Support as a Service (CSaaS) , exploring the nature, types, and the profound impact it can have on your contact center. How CSaaS Differs from Traditional Customer Support Traditional customer support often involves in-house teams, limited by resources and scalability.

Contact Center 52

Contact Center Contact Center Software CRM Call Center 52

CX Journey

NOVEMBER 28, 2014

Soaked and shivering, we barely celebrate reaching the top of this Munro with withered high fives and stiff summit photos before (finally) wrestling our way into our full waterproofs and beating a rapid retreat from our new-found North Atlantic hell. Ok, but this is how we did it at my old company." "My We don’t need a survey.

Fashion 158

Fashion Customer Journeys Voice of Customer Course 158

Kustomer

NOVEMBER 1, 2021

Paolo emphasizes the importance of leveraging conversations via social media, live chat and instant messaging apps for various industries, to build customer relationships. When Paolo refers to digital customer service or digital channels, he focuses on three main types: social media, live chat, and instant messaging apps.

Customer Service 97

Customer Service Social Media Customer Journeys Course 97

CSM Magazine

JUNE 7, 2022

As contact centres embrace the world of remote and hybrid working, Rob Crutchington, Managing Director of Encoded, discusses how the cloud, open banking and the latest SCA regulations help protect the customer, agents and merchants when taking payments. There has been a rapid change in recent years in how people live and work.

Banking 52

Banking e-support Financial Report 52

NobelBiz

JULY 4, 2023

The efficiency and efficacy of your agents can significantly affect your company’s bottom line. The key to all of that data and finding what’s important in it is really the way you get efficient and the way you don’t interfere with people’s lives, but you communicate with them when you need to.

Interaction 52

Interaction Call Center Engagement Contact Center 52

ChurnZero

NOVEMBER 6, 2020

As you stand up your Net Promoter Score ® (NPS) program and responses start flowing in, it can be exciting to read the feedback and calculate your NPS score. Sure, a positive number is positive, and a negative number is, well, negative, but how do you know when your NPS is good, and when it has room for improvement?

NPS 58

NPS Net Promoter Score How To Comparison 58

2020 Research

OCTOBER 18, 2022

Continue reading as we explore how consumer packaged goods companies can better cater to Gen Z and Millennial customers in the face of imminent recession. I want to put into context that I have lived through eight generations. Ellie Ahmadi – Chief Marketing Officer at Schlesinger Group. Isaac continues: . Stan said: .

Trends 52

Trends Social Media Consumers Groups 52

Kustomer

SEPTEMBER 24, 2020

Paolo does this by leveraging conversations in social media, live chat and instant messaging apps for various industries with his knowledge of the digital landscape. When Paolo refers to digital customer service or digital channels, he focuses on three main types: social media, live chat, and instant messaging apps.

Customer Service 52

Customer Service Social Media Customer Journeys Course 52

Avaya

FEBRUARY 7, 2017

With digitization proven to enhance business outcomes, cost savings, and CX possibilities, implementing a digital strategy seems to be a no-brainer today. This without question includes the hospitality industry, where hoteliers are working overtime to stay ahead of today’s rapid pace of innovation. So, how can hotels stay ahead?

Hotels 40

Hotels Guest Experience Hospitality Strategy 40

Chattermill

OCTOBER 6, 2019

In this blog, we'll talk you through the advantages of collecting open-ended feedback and explain how it can help develop a deeper understanding of your customers. It's time for CX pro's rethink how they survey customers. In this blog, we’ll talk why leading CX companies are switching up how they collect feedback.

Survey 40

Survey Net Promoter Score Feedback Touchpoint 40

Comm100

DECEMBER 14, 2022

Customer experience (CX) is the convergence of three elements – human, process, and increasingly, technology. Customer experience automation (CXA) refers to delegating routine CX tasks to specialized software instead of staff. What is customer experience automation? And CXA does more than just change customer perception.

Customer Experience 130

Customer Experience Self Service Chatbots How To 130

AWS Machine Learning

NOVEMBER 15, 2023

In this post, we demonstrate how data aggregated within the AWS CCI Post Call Analytics solution allowed Principal to gain visibility into their contact center interactions, better understand the customer journey, and improve the overall experience between contact channels while also maintaining data integrity and security.

Financial 112

Financial Omni-Channel Groups Analytics 112

BirdEye

FEBRUARY 23, 2024

Let’s dive into how mastering this vital skill can be a game-changer for your organization, leading it to new heights of success. Let’s dive into how mastering this vital skill can be a game-changer for your organization, leading it to new heights of success. Table of contents What is business communication?

Communication 62

Communication Multi-Channel Culture Social Media 62

Playvox

MARCH 19, 2024

Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). Artificial intelligence is integrated into our personal and work lives in some obvious and not-to-obvious ways. It is influencing what we see on social media and when researching “how to” at work.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

ClearAction

JULY 11, 2023

Experience Management: how we rescue value and create value toward a 1-to-1 ratio for customers’ realities vs. expectations. Target customers whose expectations can be met regularly by your enterprise. It’s these work groups’ responsibility to manage expectations! How are you monitoring and motivating that?

Customer Service 48

Customer Service Self Service Leadership Touchpoint 48

Currency Alliance

DECEMBER 20, 2022

Technology cost is one of the primary areas where brands stand to achieve savings. In fact, cloud-based loyalty solutions can be deployed like a thin layer of modern technology in front of legacy systems to significantly extend their useful life. By comparison, $1 saved in operational costs goes straight to the bottom line.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

Retently

AUGUST 3, 2023

That’s because the price margins between competitive brands have narrowed , services have become standardized and migration costs have been minimized, leaving out just one key differentiator – customer experience (CX). According to a McKinsey study , 70% of buying experiences are based solely on how customers feel treated.

Customer Experience 147

Customer Experience Net Promoter Score Effort Score Social Media 147

Ascribe

JANUARY 24, 2024

Some might say we are set in our ways, but in reality the industry has been rapidly innovating in response to marketing changes, technology, and other challenges. Loaded with open-end responses and unstructured data from surveys, social media, and the internet, the volcano is exploding.

Analysis 52

Analysis Innovation Analytics Industry 52

Currency Alliance

FEBRUARY 26, 2021

Most people understand what incentives are and how best to use them, but they don’t understand why the entire industry came about. Not every company needs a loyalty program with points, gift cards, or other incentives, but very few businesses can survive without a base of loyal customers that makes up 30-50% of recurring total sales.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

Oracle

NOVEMBER 10, 2020

Welcome to Experience TV, a LIVE show on social channels about the economic revolution we are living through, the Experience Economy. Even angry tweets, often a surefire way to get a company response, sometimes sit unaddressed.” Follow me on Twitter , LinkedIn , or the show’s Facebook page to catch future episodes.

Customer Care 78

Customer Care Customer Experience Retail Brands 78

Talkdesk

MAY 29, 2020

Hostetter and Barbarich share how they reacted to rapidly changing conditions and leveraged Talkdesk to keep service operations up and stay connected with their customers. Talkdesk Studio — an intuitive Interactive Voice Response (IVR) and routing designer — provided added operational agility.

Self Service 71

Self Service Call Flow Contact Center Policies 71

NobelBiz

FEBRUARY 22, 2023

But how can these brands rekindle the enchantment in the consumer experience? And how can you make customers desire to rediscover the joy of shopping when bad news and new digital habits influence their behavior? The pandemic has had an impact on the relationship between brands and customers.

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

NobelBiz

FEBRUARY 22, 2023

But how can these brands rekindle the enchantment in the consumer experience? And how can you make customers desire to rediscover the joy of shopping when bad news and new digital habits influence their behavior? The pandemic has had an impact on the relationship between brands and customers.

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

InteractionMetrics

JULY 10, 2023

You need to know how to use it so you can decide for yourself whether it’s the right fit for your company. You need to know how to use it so you can decide for yourself whether it’s the right fit for your company. Can you justify the cost to your CFO? So, is AI for customer experience just hype?

B2B 40

B2B Customer Experience Analysis Chatbots 40

Kustomer

JULY 29, 2021

As the Senior Marketing Director at Kustomer, Pam is experienced in social commerce and she spills the secrets on how to take advantage of this tool in your business. So, how can CX get its turn on social media? From there they can create the typical customer profile as a way to characterize their typical consumer.

Omni-Channel 98

Omni-Channel Social Media e-support Self Service 98

CSM Magazine

NOVEMBER 20, 2019

Customer experience can be one of the most crucial aspects of a corporation since it is one of the few direct and constant gateways between the brand and the customer. So how do large global corporations dealing with sensitive information transform CX?

Call Center 77

Call Center Knowledge Base Hospitality Healthcare 77