Genroe

JUNE 11, 2018

Customer feedback is often seen, at worst, as a compliance task and, at best, as a long-term way to increase sales and customer retention. Yes, the customer feedback process does drive long-term customer loyalty and lifts revenue but you can also use the data in a much […].

How To 61

How To Customer Retention Feedback Loyalty 61

Kristina Evey

JUNE 12, 2018

Show Notes… Exactly What the Customer Experience IS and Isn’t. Customer Service / Front Line staff skills only – Only customer-facing staff have to concern themselves with CEX because Leadership doesn’t need to be involved. – Considering the Customer Perspective and Impact FIRST.

Customer Experience 120

Customer Experience Leadership Advertising Customers 120

ReviewTrackers

JUNE 15, 2018

We here at Reviewtrackers are excited to announce a new update to the Ask Tool, our highly popular review generation and customer satisfaction survey workflow suite. Capture valuable first-party feedback. In line with its updated review policy , Google — today’s No. 1 site for online reviews — no longer allows review-gating.

Tools 56

Tools Policies Survey Feedback 56

customer sure

JUNE 15, 2018

In our last blog post , we explored one of the reasons why people resist doing customer feedback. You should read that post, but the short version is that customer-centric feedback surveys get melded with business-centric research surveys, and the results please neither customers nor business. Process improvement.

Effort Score 48

Effort Score Customer Centricity Feedback Comparison 48

Genroe

JUNE 11, 2018

Customer feedback is often seen, at worst, as a compliance task and, at best, as a long-term way to increase sales and customer retention. Yes, the customer feedback process does drive long-term customer loyalty and lifts revenue but you can also use the data in a much […].

How To 40

How To Customer Retention Feedback Loyalty 40

Hello Customer

JUNE 14, 2018

Customer feedback is essential to get close to your clients. To gain profitable insights, your response rates need to be as high as possible, because only with a lot of feedback you can collect accurate data. Hello Customer shows you how to do it. Hello Customer shows you how to do it.

Feedback 49

Feedback Customers Technology Data 49

ReviewTrackers

JUNE 9, 2018

The site rates these vendors and providers with a collection of TheKnot reviews, which are based on the opinions and experiences of other customers. Gain more reviews by asking customers to share their feedback. Don’t hesitate to ask your customers and send a review generation request or customer satisfaction survey.

Guidelines 56

Guidelines Hotels Feedback Consumers 56

Second to None

JUNE 14, 2018

Word-of-mouth marketing is a massive tool that is utilized by the best brands in most industries, but how can you set up your Customer Experience to encourage a consistent stream of promoters? Creating a customer journey that encourages high levels of word-of-mouth recommendations is better known as the Net Promoter Score philosophy.

NPS 66

NPS Brands Net Promoter Score Effort Score 66

Waypoint Group

JUNE 13, 2018

When I work with Customer Success teams to embed proactive processes to strengthen customer relationships, concerns raised are typically centered on, “I don’t have time for that.” Following up on customer support requests. Helping customer contacts with training. Who is “the customer?” Responding to email.

Customer Success 40

Customer Success ROI Voice of Customer Resources 40

Maru/HUB

JUNE 12, 2018

But, in a world where we feel we need to know everything about our customers, what makes for a well-designed customer survey that will give organisations the feedback that they can make actionable? Ask for the customer’s overall rating of their experience you’re your company first.

Survey 49

Survey Customer Experience Professionals Feedback Data 49

ShepHyken

JUNE 15, 2018

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. Think of it as a telephonic IVRS analog for customer support.

Chatbots 76

Chatbots Social Media Healthcare Study 76

Confirmit

JUNE 10, 2018

And, according to your customers that concern is well founded! Check out this infographic to learn how you can find opportunities for innovation leveraging your customers feedback as well as key VoC statistical trends. Financial Services Voice of the Customer Analyst Insight.

Infographics 40

Infographics Financial Innovation Banking 40

CSM Magazine

JUNE 13, 2018

Customer Service is evolving at an unprecedented rate and so are your customers’ expectations. To stay relevant, leaders must refine their customer support strategy for 2018. Self-Serve: Provide a self-serve experience to reduce costs, empower customers and improve feedback. 7:00am PDT, 9:00am CDT, 10:00am EDT). (If

Customer Service 40

Customer Service Chatbots Customer Centricity Groups 40

Solvvy

JUNE 13, 2018

I wish I had known earlier about the human conversational model developed by Bruce Temkin, customer experience transformist and founder of Temkin Group. Supportive feedback: Indicate that you are actively listening–it takes two to tango. Even though we are speaking the same exact language, often times there is miscommunication.

Communication 48

Communication e-support Groups Interaction 48

Oracle

JUNE 14, 2018

Start engaging with your prospects and customers instead of pitching to them. Stop talking about your own brand and start talking with your prospects and customers. Establish thought leadership for your brand through genuine two-way engagement and communication with your prospects, customers, and influencers in your genre.

Loyalty 54

Loyalty Tips Brands B2C 54

Ann Michaels and Associates

JUNE 11, 2018

Business-to-business (B2B) mystery shopping works in the same manner, with the one exception being that customers, or mystery shoppers, will pose as companies or customers calling to inquire about your services and products. Find out what it’s like to call in as an actual customer and ask questions: What is it you do?

B2B 40

B2B B2C Policies Retail 40

West Monroe

JUNE 11, 2018

There are three stages to the Design Thinking methodology that shift the paradigm of data science projects from a failed attempt to a huge success: 1) Deploying Deep Empathy for the Customer, 2) Going Broad to Go Narrow, and 3) Rapid Experiments with the Customer.

Meeting 63

Meeting Data Analytics Groups 63

Experience Investigators by 360Connext

JUNE 13, 2018

So it’s no wonder we never run out of customer service disasters to talk about! Customer service disasters really come down to one thing: expectations. If you don’t live up to them, you will disappoint a customer. If you’d like a guide, here are some ways to disappoint any customer. Listen to customers.

Customer Service 152

Customer Service How To Sports Communication 152

SaleMove

JUNE 14, 2018

Here’s a question for you: on a daily basis, how many times a day do you think customers yell at an Interactive Voice Response (IVR)? After several minutes of being bounced around from one non-helpful robot voice to another, we find ourselves yelling “Customer Service!” But what kind of experience does that create for the customer?

Customer Experience 40

Customer Experience Social Media Chatbots Return on Investment 40

Confirmit

JUNE 10, 2018

The clash between a company’s need for feedback and declining response rates generally leads to an even larger problem: feedback silos. Voice of the Customer data silos is a common business challenge. Voice of the Customer data silos is a common business challenge.

Feedback 40

Feedback Customer Voice Loyalty Survey 40

Retently

JUNE 13, 2018

Exit surveys — surveys you send to customers when they cancel their subscription or abstain from upgrade after a free trial, ceasing to use your service — have grown massively in popularity over the last few years, as an increasing number of businesses realize the tremendous value of feedback from departing customers.

NPS 104

NPS Net Promoter Score Survey Social Media 104

Comm100

JUNE 13, 2018

Preparing for the shopping season ahead of time can help e-commerce vendors and retailers of all industries convert more browsers into buyers, improve customer satisfaction levels, and dodge inconvenient (and avoidable) operational hassles. Are there any reoccurring problems that customers are having with their orders?

Tips 130

Tips Self Service e-support Social Media 130

Confirmit

JUNE 10, 2018

Over the past few years, focus on collecting feedback to improve the customer experience has emerged as a top priority for many that want to differentiate their company. Unfortunately, businesses’ growing need for feedback is facing a strong headwind as customers are increasingly reluctant to respond to surveys.

Feedback 40

Feedback Survey Industry Customer Experience 40

Confirmit

JUNE 10, 2018

Over the past few years, focus on collecting feedback to improve the customer experience has emerged as a top priority for many retailers that want to differentiate their organization. Unfortunately, businesses’ growing need for feedback is facing a strong headwind as customers are increasingly reluctant to respond to surveys.

Retail 40

Retail Feedback Survey Customer Experience 40

John Paul

JUNE 14, 2018

Amber Treshnell is the CEO, Americas for John Paul, a digitally-enhanced global concierge service providing brands and companies with customized loyalty solutions across the banking, luxury, automotive, travel, technology, and hospitality industries. It’s important to bring first-hand customer experience and to love what you do.

Banking 40

Banking Hospitality Automotive Leadership 40

Pointillist

JUNE 15, 2018

What’s better than acquiring one new customer? The answer isn’t acquiring two new customers. Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention?

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

West Monroe

JUNE 11, 2018

As customer behavior and expectations evolve, having a constant pulse on needs and emotions is critical to delivering a valuable experience and creating long-term customer relationships. We see five keys to ensuring that customer insights drive value for the organization.

Customer Insights 40

Customer Insights Self Service Analysis Feedback 40