Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

CSM Magazine

MARCH 26, 2024

Building strong rapport with customers is crucial for any business, as it promotes loyalty and satisfaction, and can be a differentiating factor in today’s competitive market. An example of a company known for having excellent rapport with its customers is Apple. Can you tell me more about how this has impacted you?”

Customer Service 116

Customer Service How To Exceptional Customer Service Examples 116

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

CX Accelerator

SEPTEMBER 16, 2022

Many leaders do in fact think they are supporting Customer Experience in their organization. Budget, personnel, structure, culture, organizational habits, and lack of demonstrable progress impact sustained operational commitment to customer experience. How is research shared, discussed, distributed and analyzed? Matt Beran, Sr.

Study 208

Study Case Study Consulting Culture 208

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. Store these in your CS toolbox to use as needed. “You were never trying to close a sale.

Customer Service 341

Customer Service e-support Self Service Customers 341

Steve DiGioia

MAY 25, 2020

Great customer service is comprised of many things. Besides policies and procedures which lead to a satisfied customer, your smile, positive words, and open body language are just as important – and many say even more important. Here are a few ways businesses can put their customers at ease.

Policies 328

Policies Tips Customers Groups 328

Steve DiGioia

MAY 2, 2022

Maybe you are too. So, what can pro wrestling teach us about customer service? The Keys to Great Customer Service. We are all well aware that great customer service can only be achieved by: Anticipating the customer’s needs. Focusing on the customer’s safety. Well, plenty.

Customer Service 328

Customer Service Entertainment Sports Social Media 328

Zeisler Consulting

APRIL 2, 2024

All the rage these days in Contact Center online webinars and consortia is the topic of automation and “AI”… “Bots”, “ChatGPT” (I still don’t understand what that does, but apparently, as far as you know, I’m using it to write this article right now.) Certain things lend themselves to self-assistance.

Contact Center 72

Contact Center Policies Customer Care System 72

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? They unanimously agreed that 2024 is the year of the ICP (Ideal Customer Profile). The cohesion between these teams can significantly drive customer value and results, which impacts retention, expansion, and, ultimately, predictable growth.

Sales 106

Sales Customer Success Strategy Industry 106

Experience Investigators by 360Connext

AUGUST 4, 2020

Does Your Organization Agree on Who Your Customer Is? Often these goals are focused on updating and improving existing customer experience policies, but sometimes I get to work with clients on an enormous goal: Redesigning their customer experience from the ground up. Tell me about your customers.

Customer Journeys 265

Customer Journeys Data How To Social Media 265

BirdEye

DECEMBER 30, 2023

Did you know that a mere post of only 280 characters could unlock your brand’s potential? With a vast audience of nearly 240 million daily active users, Twitter – currently called ‘X’ – has become a rich platform for brand exposure and customer interaction. Why should you have a Twitter business profile?

How To 111

How To Social Media Advertising Analytics 111

Customer Bliss

APRIL 23, 2021

Global Gurus’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as an opportunity to highlight some of my friends and colleagues who are not only on the list, but who have shared their wisdom on my podcast. (And, Bell tells us why truth is vital to trust.

Customer Experience 273

Customer Experience Consulting Sports Leadership 273

ECXO

FEBRUARY 26, 2024

However, I also realized that many are not sure how to develop intentional positive experiences with a clear understanding of how people react to stimuli and that in the end, it’s about making decisions. I’m so thrilled that you’ve decided to explore the fascinating world of behavioral science.

Sales 115

Sales Customers Social Media Examples 115

Steve DiGioia

SEPTEMBER 30, 2019

In celebration of Customer Service Week (October 7-11, 2019), this post focuses on the customer service professionals who make it all possible. Others, sadly, haven’t a clue and chase away more customers than they help. Others, sadly, haven’t a clue and chase away more customers than they help.

Customer Service 222

Customer Service Self Service Customers Meeting 222

Steve DiGioia

APRIL 1, 2019

How would I be able to serve my customers with these rotten cold symptoms? That’s the question every service provider must answer on those days when we’re not at our best. That’s the question every service provider must answer on those days when we’re not at our best. Service doesn’t end when we’re sick or tired.

Airlines 269

Airlines Travel Customers Measurement 269

Experience Investigators by 360Connext

APRIL 13, 2021

Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programs. They boast about how often they survey customers, collect feedback via fancy technologies, and produce reports with color-coded graphs. Customer interviews can be a key step in: Customer Journey Mapping.

Customer Journeys 291

Customer Journeys How To Feedback Resources 291

Storyminers

APRIL 12, 2021

What have you found most challenging as a leader of a small or medium enterprise? Since I work primarily in professional services, the hardest thing is knowing what my future clients need. If I don’t know that, it’s hard to position our services and reason for purchase properly. Your personal life too!).

Leadership 240

Leadership Course Brands Customer Experience 240

Experience Investigators by 360Connext

APRIL 14, 2020

If you have a journey map, I hope you are using it. COVID-19 and the ongoing fallout from it — remote teams, changing budgets, new family dynamics — are competing for your attention, but don’t let your journey map collect dust right now. This guide is designed to help you get there.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

Comm100

OCTOBER 19, 2022

Chatbots are quickly becoming a long-term solution for customer service across all industries. A good chatbot will deliver exceptional value to your customers during their buying journey. It boosts customer engagement because it’s quick, simple, and puts the user in the driver’s seat. How Do Chatbots Work?

Chatbots 216

Chatbots Omni-Channel Analysis Interaction 216

Experience Investigators by 360Connext

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts. Listening posts: Help us understand individual customer needs and experiences closer to real-time. It can be tempting to want ALL OF IT!

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

SurveySparrow

APRIL 24, 2024

While things are going well overall, you just got some negative reviews, and these have hurt your ratings on Google Maps. An effective ORM strategy has two key goals: Protect your reputation : This involves monitoring what people are saying about you online, and addressing customer feedback quickly and professionally.

Management 52

Management Social Media Feedback Brands 52

Comm100

NOVEMBER 23, 2021

87% of senior business leaders see customer experience as their top growth engine, and yet only one in three feel prepared to address this. Although this level of uncertainty is worrisome, the first step towards improving customer experience (CX) is far simpler than many realize. Personalized conversations.

Chatbots 217

Chatbots Customer Experience Multi-Channel CRM 217

Comm100

OCTOBER 25, 2017

Many of you will be familiar with Google’s autocomplete feature – the suggested phrases which pop up when you start to type in a word or phrase, based on phrases other people have searched for. So, what are some of the top questions being asked about customers? So – are customers actually rude, stupid or entitled?

Customers 312

Customers Customer Service Ecommerce eBook 312

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call. That’s equal to 9% of global GDP.

Contact Center 78

Contact Center How To Call Center Gamification 78

Integrity Solutions

FEBRUARY 1, 2024

Many who are currently in sales positions or are considering a role in sales are beginning to question what the job really means today and whether it’s one they can be proud of — especially when it feels like their whole purpose can feel like it’s to pressure or coerce buyers into doing something.

Sales 106

Sales Self Service Training Connections 106

Uniphore

JANUARY 13, 2022

Andrew shared his thoughts on the value of company culture, how to empower a growing workforce and what leadership lessons he’s learned from nearly two decades in the tech industry. Uniphore: How do you start your day? U: What’s the best part about your job? U: What about Uniphore excites you the most?

Meeting 246

Meeting Culture Exercises Connections 246

Comm100

SEPTEMBER 6, 2022

After you have defined your live chat objectives , it is time to consider the next step: beginning to implement your live chat software. In order to do this, it is important that you hire live chat agents who are professional and all about ensuring customer satisfaction.

Guidelines 209

Guidelines Customer Satisfaction Report Average Handle Time 209

Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Can you tell us how you got into CX and why you find the space so interesting? Lou taught me how to ‘read’ a business by reading its clues. Powerful combination!

Trends 147

Trends Customer Experience Wireless Entertainment 147

Storyminers

AUGUST 20, 2020

More importantly, how do you turn your brand into a story? And how do you make your story tweetable, i.e., told in 140 characters or less? If your brand comes across as a David, you will be cheered in the marketplace. What you don’t want to be seen as is a Goliath. But there’s a problem.

Retail 264

Retail Entertainment Sports Comparison 264

Storyminers

JULY 2, 2020

. ———————————————————————— We sat down with some professional speakers and asked them about the challenges and keys to success in their profession. What are your top day-to-day challenges?

Customer Journeys 246

Customer Journeys CRM Retail Meeting 246

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

Bill Quiseng

JANUARY 10, 2024

So I encourage you to remind yourself and your colleagues every day about each one of these reminders I published in 2023: 25 QUI QUOTE Reminders about Customers and Customer Service. QUI QUOTES Reminders about Customers and Customer Service 15 QUI QUOTE Reminders about Leadership and Employee Engagement.

Leadership 97

Leadership Customer Service Social Media Advertising 97

TechSee

OCTOBER 27, 2021

When customers need help, they most often turn to the company’s 800 number for support. According to research , more than 50% of customers across all age groups typically use the phone to reach customer service, making it the most used channel for customer support. How can I help you?

Contact Center 109

Contact Center Call Center Video Measurement 109

AWS Machine Learning

APRIL 18, 2024

Or maybe you have a team member that always joins meetings late, and expects you to send them a quick summary over chat to catch them up. And after the call is over, you usually want to capture a summary for your records, or to send to the participants, with a list of all the action items, owners, and due dates.

Knowledge Base 107

Knowledge Base Meeting Resources Analytics 107

BirdEye

NOVEMBER 7, 2023

Using this ‘language’ in your communication can change how you connect with customers in today’s fast-moving world. Using this ‘language’ in your communication can change how you connect with customers in today’s fast-moving world.

How To 116

How To Social Media Communication ROI 116

Team Support

OCTOBER 4, 2022

A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences.

Customer Expectations 126

Customer Expectations Strategy Management B2B 126

BirdEye

NOVEMBER 21, 2023

Amidst these challenges, the last thing you want to waste your time on is unrealistic and time-consuming digital marketing strategies that give you no results. Amidst these challenges, the last thing you want to waste your time on is unrealistic and time-consuming digital marketing strategies that give you no results.

Marketing 111

Marketing Social Media Advertising Tips 111