ShepHyken

JANUARY 4, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Experience Tips and Advice from the Pros During Disruption by Srijana Angdembey. The focus is on customer outcomes.

Customer Service 145

Customer Service Retail Entertainment Tips 145

SurveySensum

JANUARY 17, 2024

Did you know on average, only 33% of people finish those feedback surveys you get after shopping or using a service? That means companies need to catch up on what two-thirds of customers think. And to help you level up your customer feedback game, this blog will discuss the 11 customer satisfaction survey design strategies!

Customer Satisfaction 52

Customer Satisfaction Survey Feedback Groups 52

SurveySensum

JANUARY 24, 2024

Along with success, Alice also saw a plethora of feature requests from her customers, including her high CLV customers. Here are the 7 strategies you can employ to streamline your feature requests process. Where you can visualize, manage, and update the requests. What is a Feature Request?

Roadmap 52

Roadmap Feedback Customers Survey 52

SurveySensum

MARCH 19, 2024

Did you know that asking the right questions can make all the difference in gathering meaningful feedback? Picture this : You receive a CSAT survey after your recent purchase at a clothing brand. So, naturally, you give one-word answers just to get it over with. Demographic Survey Questions What is your age?

Survey 52

Survey Net Promoter Score Effort Score Feedback 52

SurveySensum

JANUARY 29, 2024

You made the sale – awesome sauce! This is where many businesses drop the ball: post-purchase customer experience. It’s like scoring a date with your crush and then spending the whole evening talking about your stamp collection – not cool. Ready to level up that customer love? The game’s not over.

Sales 52

Sales Customer Experience Social Media Tips 52

Beyond Philosophy

OCTOBER 19, 2023

I want to let you into a little secret. I’ve learned to ask customers a question over the years. Has anything changed since the last time I spoke to you? Customers change their minds on many occasions. But you won’t be surprised if you ask the question. Thus, you will change your mind.

Customer Change 89

Customer Change Customer Journeys System Groups 89

Comm100

MAY 19, 2021

If you’ve been forced to transition your whole customer service team into remote workers, you’re not alone. So how can you train and onboard your customer service agents when they are working remotely? We’ve got a few tips to make this new journey easier for you today. And the best part?

Training 130

Training Tips Customer Service Knowledge Base 130

ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. Business customers care about what your brand stands for. We’re not getting existential here, but without purpose, do you have a business? Where B2C goes, B2B follows.

B2B 122

B2B Brands Innovation Government 122

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Your customers will thank you, and they’ll be much more likely to share their positive experience with friends, family, and social media followers.

Customer Service 84

Customer Service Airlines Feedback Social Media 84

SurveySensum

JANUARY 16, 2024

Looking to develop new products and kick your business up a notch ? Hold your horses; You better pay attention to your target market! Here’s the thing: Customer-centric brands are 60% more profitable than those that are not. As such, listening to what your potential and regular customers have to say does matter.

Innovation 52

Innovation Feedback Social Media Analysis 52

SurveySensum

JANUARY 16, 2024

Looking to develop new products and kick your business up a notch ? Hold your horses; You better pay attention to your target market! Here’s the thing: Customer-centric brands are 60% more profitable than those that are not. As such, listening to what your potential and regular customers have to say does matter.

Innovation 52

Innovation Feedback Social Media Analysis 52

Amity

JULY 30, 2018

It’s no secret that successful adoption plays a huge role in customer retention rates. As a CSM, improving product adoption should be a top priority for you in order to ensure your customers’ long-term success. Talk to your customers, don’t hide from them. Let's get started!

Customer Retention 174

Customer Retention Tips Engagement Loyalty 174

BirdEye

DECEMBER 21, 2022

If you aren’t keeping a close eye on the latest social media trends, you might be left guessing while your follower count decreases. To stay relevant on popular platforms, you need to know what’s trending and why, and how to use them to your advantage. The growth of TikTok is unstoppable.

Social Media 97

Social Media Trends Video Brands 97

AskNicely

AUGUST 5, 2018

This is the latest in an innovative series where we drop into customer-obsessed cities to invite exciting brands to come and share an intimate night of storytelling about how they build legendary customer experiences, culture, and customer advocacy into their brands. Portland’s most customer-obsessed brands.

Net Promoter Score 150

Net Promoter Score NPS Feedback Brands 150

Kayako

MARCH 18, 2019

While most customer service and support interactions are different on a day-to-day basis, there are a few scenarios and responses that come up every day. While there may be some that are very specific to your company (that have to do with your product or service), there are also several that are uniform across support.

Customer Service 139

Customer Service How To Policies Customers 139

delighted

JULY 27, 2021

And it doesn’t matter what stage of growth you’re in – no startup lucks into PMF, and no enterprise holds onto it forever. Also known as the “ Sean Ellis test ,” PMF surveys ask users a simple question: “How would you feel if you could no longer use [product]?”. Customers answer on a 3-point negative scale.

Survey 98

Survey Marketing Effort Score Roadmap 98

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. It is a direct, efficient tool that will propel your workplace to greater heights, enhancing employee experience. And for that, all you need is an efficient employee feedback tool at your disposal.

Culture 52

Culture Feedback Survey Employee Engagement 52

Steve DiGioia

AUGUST 13, 2015

what will keep them coming back? Do you start off your interaction with every customer as if you plan on having their business for a long time? What would you do differently if you knew this one transaction will set the tone for all their potential future business? How will you show your appreciation?

Trends 100

Trends Customers Interaction Customer Service 100

GetFeedback

JANUARY 15, 2020

Customer experience (CX) is an ever-evolving industry with unexpected twists and turns. Our first interview is with the amazing Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. . Q: Myshka, why are you in the CX industry? . Q: How is your experience program structured? . I love people.

Self Service 150

Self Service Culture Feedback Government 150

CSM Magazine

DECEMBER 6, 2021

Now more than any other time of year, e-Commerce becomes a more dominant force in companies’ sales, and subsequently, online customer experience. There are still actions you can take to make the most of some less-than-savory seasonal predictions. Tip #1: Keep It Conversational. Tip #2: Prepare Potential Scenarios.

Tips 97

Tips e-support Customer Journeys Contact Center 97

BirdEye

OCTOBER 7, 2021

What could you do with an extra $84,000? Could you hire more employees, launch a new product or provide new incentives for your employees such as health care? Most businesses will face the inevitable non-paying customer at some point but many businesses are still using outdated forms. Don’t keep customers waiting 5.

How To 98

How To Banking Tips Consumers 98

SurveySensum

MARCH 4, 2024

Your company is going under a management shift. Recognizing its potential impact on your employee experience and productivity, they decide to launch an employee feedback survey, urging open and honest communication. If not then I am sure that this will finally convince you. Why is Anonymous Employee Feedback?

Feedback 52

Feedback Leadership Survey Culture 52

SurveySensum

FEBRUARY 5, 2024

We’ll unveil 10 powerful strategies to unlock the chromatic potential of your platform, crafting experiences that delight your users and drive engagement and success. Forget clunky interfaces and confusing navigation—we’ll paint your SaaS with shades of intuitive guidance, emotional resonance, and user satisfaction.

User Experience 52

User Experience Strategy Culture Feedback 52

SurveySensum

FEBRUARY 16, 2024

Did you know that 93% of communication effectiveness is determined by non-verbal cues? Your pauses, tone of voice, and the overall tone of the conversation can convey crucial messages. Today, in the area of customer support, telephone engagements play an important role in building and maintaining strong connections with customers.

Strategy 52

Strategy How To Communication Interaction 52

SurveySensum

FEBRUARY 16, 2024

Did you know that 93% of communication effectiveness is determined by non-verbal cues? Your pauses, tone of voice, and the overall tone of the conversation can convey crucial messages. Today, in the area of customer support, telephone engagements play an important role in building and maintaining strong connections with customers.

Strategy 52

Strategy How To Communication Interaction 52

SurveySensum

MARCH 25, 2024

Now, I am sure this is not an isolated happy incident and if this sounds familiar, well then, you’re not alone! In today’s hyper-competitive digital landscape, capturing and retaining the attention of your website visitors is more crucial than ever. You can also display a popup when they hit the back button.

Examples 52

Examples eBook Survey User Experience 52

Comm100

JANUARY 10, 2021

It’s easy because there are many free live chat solutions to choose from – a testament to the fact that live chat is the most popular emerging customer service channel. The ability to offer live chat support to your customers – for free – is fantastic. Let’s dig in. Number of agents. It’s worth nothing two things here.

Knowledge Base 130

Knowledge Base Software Survey Tools 130

Experience Investigators by 360Connext

MARCH 24, 2020

It feels a little tricky to try to predict anything these days… but I’m going to ask you to try. Knowing how much uncertainty is out there, it can be tempting to throw up our hands and say our customer experience is on hold indefinitely. Your customer experience happens whether you are planning it or not.

Net Promoter Score 110

Net Promoter Score Customer Journeys Loyalty Programs Leadership 110

BirdEye

OCTOBER 26, 2023

A good review creates a sense of urgency, driving customers to purchase so they don’t feel they might miss the opportunity. This blog post offers an in-depth overview of a panel discussion that delves into the significance of reviews and how they influence both C-suite decisions and customer choices. I can’t wait to start.

Brands 116

Brands Multi-Channel Consulting Report 116

ijgolding

AUGUST 20, 2014

‘Thank You’ Two little words. As a parent you spend most of your life teaching your children to use the words regularly. As a child, you are constantly reminded of their importance. expressing one’s gratitude or thanks: a thank-you note. Two words containing a total of eight letters.

Customer Experience 273

Customer Experience Customer Centricity Culture Customers 273

Michel Falcon Experience

MARCH 19, 2020

The importance of customer experience is mission-critical right now for companies of all sizes. I recognize that customer experience may not be relevant to you right now because you may not have any active customers. This will help you retain these customers for future products and services.

Company 107

Company Customer Experience Telecommunications Hospitality 107

PeopleMetrics

JANUARY 24, 2022

As always and forever, we are obsessed with helping our clients measure, understand and create better experiences for their customers (clients, members, patients, guests) and their employees. These trends have created what I believe is the next frontier in CX – high-impact customer experience.

Trends 90

Trends Self Service B2B Roadmap 90

Vonage

DECEMBER 10, 2015

Though we’ve made significant advancements in terms of how long new tech lasts, few – if any – things last forever. Still, that didn’t stop us from creating the next best thing. Consider this: Your laptop battery will die, permanently, unable to retain a charge. Keeping the customer happy is very much a proactive ordeal.

Data 120

Data Technology Report Innovation 120

CustomerSuccessBox

APRIL 7, 2022

So, it’s legit to have a customer success team in hand. But with effective customer success, it’s possible to attain those extra gains from the SaaS revenue model. If your efforts are going down the hill, know what better can you do to pull yourself from the clutter and unleash success with the revenue your brand deserves.

Customer Success 98

Customer Success Metrics Customers Tools 98

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction.

Tools 52

Tools Feedback Analysis Survey 52

Support EXP

JANUARY 11, 2024

Credit union leaders taking stock of 2023 and poised to seize the opportunities of a new year must deal with this harsh reality: you’re not finding and strategically applying the insights in your data – and your competition IS! I’ll never do business with you all again. Not sure you can redeem yourself.

Data 52

Data Competitive Advantage Financial Social Media 52

Thematic

MARCH 30, 2023

Gathering customer feedback is essential for any business that wants clear insights into customer interests and needs. With the right feedback form, you can collect valuable insights from your customers to help you identify areas of improvement. What is customer feedback? Ask people what they think!

Feedback 62

Feedback Examples How To Social Media 62