GetFeedback

OCTOBER 10, 2018

In 2003, business strategist Frederick Reichheld published an article in Harvard Business Review in which he states that “the only path to profitable growth may lie in a company’s ability to get its loyal customers to become, in effect, its marketing department.”. Create your NPS survey.

Net Promoter Score 170

Net Promoter Score NPS Survey Brands 170

BirdEye

DECEMBER 7, 2021

Back in 2003 Apple launched iTunes, The Lord of the Rings: The Return of the King became the highest-grossing film of the year, and according to the National Center for Health Statistics 95% of households had a landline. How times have changed. Rather than calling, confirm that appointment or accept customer payments over text instead.‍

How To 98

How To Multi-Channel Wireless Software 98

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Metrics 432

Metrics Net Promoter Score Effort Score Customer Experience 432

Provide Support

DECEMBER 29, 2016

The critical difference is ultimately how you make people feel when they do business with you and interact with your brand. No matter your business, excellence in customer service etiquette will always set you apart and give you the edge over your competition. © 2003 - 2015 Provide Support LLC. Read more.

Infographics 82

Infographics Customer Service Tips How To 82

Provide Support

MARCH 14, 2018

4 Dimensions of Customer Trust. Digital innovation has transformed today’s business world: it has changed business environment and performance, as well as the whole landscape of customer choice. © 2003 - 2017 Provide Support LLC. Put simply, high trust is a dividend; low trust is a tax. Read more. Permalink | No comment.

How To 54

How To Innovation Connections Customers 54

Provide Support

JUNE 6, 2017

The way your employees feel is the way your customers will feel. And if your employees don’t feel valued, neither will your customers. Companies like Zappos, Southwest Airlines and Ritz-Carlton Hotels have one thing in common – they are worldwide famous for providing excellent customer service and having friendly employees.

Infographics 64

Infographics Customer Service Airlines Hotels 64

Provide Support

NOVEMBER 28, 2017

B2B Customer Experience – How to get it Right? As per an Accenture report , – only 23% of B2B companies achieve impressive returns on their customer experience investments. To begin with, a customer centric approach is the way forward and it is equally relevant in both B2B and B2C settings. Read more.

Customer Experience 46

Customer Experience B2B B2C How To 46

Provide Support

FEBRUARY 4, 2018

As a live chat software provider , we saw many of our clients adding direct messenger links to their websites and missing on the opportunity to see additional details about their customers and improve the quality of their customer service. © 2003 - 2017 Provide Support LLC. Read more. Published in Provide Support Blog , 2018.

How To 84

How To Software Tools Marketing 84

Provide Support

APRIL 4, 2017

How to close a conversation tips. The way you respond to your customers shows how you respect them and their business. In one of my earlier blog posts I offered useful recommendations for greeting your customers. © 2003 - 2017 Provide Support LLC. Today I decided to talk about a proper conversation closing.

Tips 43

Tips How To Customer Service Customers 43

Kerry Bodine

APRIL 30, 2019

I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer experience? Event #1: Net Promoter Score ® arrived on the scene.

Net Promoter Score 149

Net Promoter Score Customer Experience Social Media NPS 149

Kerry Bodine

APRIL 30, 2019

I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer experience? Event #1: Net Promoter Score ® arrived on the scene.

Net Promoter Score 149

Net Promoter Score Customer Experience Social Media NPS 149

Provide Support

OCTOBER 6, 2017

Customer Service KPIs for Live Chat Teams. Customer service representatives play a key role in business growth and promotion – by supporting customers they build trust and improve brand awareness, reduce the number of complaints and facilitate your marketing efforts. © 2003 - 2017 Provide Support LLC. Read more.

Customer Service 54

Customer Service Customer Service Representative How To Customers 54

Provide Support

DECEMBER 20, 2016

How to Become an Expert in Customer Service. As a customer service manager or representative, you know first hand just how important it is to provide quality, effective customer service – especially in today’s world where social media dominates. © 2003 - 2015 Provide Support LLC. Read more.

Customer Service 40

Customer Service How To Social Media Consulting 40

Provide Support

SEPTEMBER 18, 2017

Chat etiquette plays a huge role in customer service. It helps to build a lasting relationship with the customer, inspire future communication and create fans and advocates of your brand. How to treat the customer to be able to appreciate all these benefits and escalate your service to a more professional and human level?

Examples 111

Examples Customer Service Guidelines Customer Service Training 111

ProProfs Chat

FEBRUARY 12, 2019

These days a lot of the content we come across on the internet contains terms such as customer satisfaction , feedback, and Net Promoter Score. But what exactly is Net Promoter Score and how do you calculate it? It involves asking the customer one simple question rated on a scale of 0-10. How to Calculate Net Promoter Score.

Net Promoter Score 68

Net Promoter Score How To NPS Survey 68

Team Support

AUGUST 26, 2020

In Part 1 of this blog series on how to use reports from your B2B customer support software solution to interpret key data and implement strategies as a result. Next, we explore how to use reporting to determine how happy your customers are and what to do if they’re not. Agent Ratings: So, how are we doing?

Report 98

Report B2B Net Promoter Score Data 98

Provide Support

APRIL 4, 2019

The growing audience of website owners creates the growing demand for various plugins that facilitate not only website management process but also help improve customer experience. However, how to choose the right plugin and what kind of challenges can website owner face? (.). © 2003 - 2017 Provide Support LLC. Read more.

How To 40

How To Management Customer Service Customer Experience 40

Provide Support

JULY 25, 2016

Ditch the Script: How to Personalize Real-Time Customer Service. Today we are pleased to share a guest posting by Stephan Delbos , a social customer service expert from Brand Embassy. If only social customer service agents had it so easy. © 2003 - 2015 Provide Support LLC. and suddenly, your mind goes blank.

Customer Service 40

Customer Service How To Contact Center Software 40

Comm100

MAY 11, 2020

Others even further back in 2003. Whenever and how ever it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX). We all know that the customer drives the strategy behind customer support – after all, ‘the customer is always right’!

Omni-Channel 147

Omni-Channel Multi-Channel Knowledge Base Chatbots 147

Provide Support

JANUARY 9, 2017

How to Know if Customer Service is the Right Job for You. I’ve been working in the customer service front line for more than 7 years and to be honest, in the beginning I was not sure if it was the right job for me. © 2003 - 2017 Provide Support LLC. As a young person, which way can you find it out? Read more.

Customer Service 40

Customer Service How To Course Customers 40

Happy or Not

APRIL 13, 2023

What is NPS and how it works NPS is often held up as the gold standard customer experience metric. First developed in 2003 by Bain and Company, it’s now used by millions of businesses to measure and track how they’re perceived by their customers. Learn more about HappyOrNot Analytics.

Net Promoter Score 69

Net Promoter Score NPS Customer Satisfaction Measurement 69

Provide Support

DECEMBER 22, 2015

Customer feedback. Not only does it allow you to gauge how you’re perceived by your customers, but it also helps new customers find you. © 2003 - 2015 Provide Support LLC. Feedback is necessary for a variety of reasons. Read more. Published in Provide Support Blog , 2015. Permalink | No comment.

Feedback 40

Feedback How To Customers Customer Experience 40

Gold Research

JANUARY 1, 2020

NPS has proven to be the most common metric for measuring customer loyalty since its introduction in 2003 by Bain & Company and SatMetrix. Once a company starts measuring it, the natural question is how to improve it – especially when compensation is tied to the measurement target.

NPS 52

NPS Customer Journeys Loyalty Measurement 52

Provide Support

MAY 25, 2016

How to Build a World-Class Customer Service Team. Every business owner knows that in today’s highly competitive marketplace excellent customer service is more than a preference – it is a prerequisite for sustainable growth and business success. © 2003 - 2015 Provide Support LLC. Read more.

Customer Service 45

Customer Service How To Sales Brands 45

Provide Support

AUGUST 23, 2016

How to Hire Live Chat Agents Who Delight Your Customers. In a fast-paced world where convenience is prized above all else, it’s not surprising customers appreciate communicating via live chat. In fact, according to the Zendesk Benchmark report , live chat has the highest satisfaction level for any customer service channel.

How To 40

How To Report Customers Communication 40

Provide Support

JUNE 23, 2016

How to Build a World-Class Customer Service Team. It’s undoubtedly true that basing your business around customer service always pays off. These days, we’ve been witnessing many amazing stories of companies that made customer service a key pillar of their business and eventually the face of their brand. Read more.

Customer Service 43

Customer Service How To Customers Brands 43

Comm100

MAY 11, 2020

Others even further back in 2003. Whenever and how ever it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX). We all know that the customer drives the strategy behind customer support – after all, ‘the customer is always right’!

Omni-Channel 130

Omni-Channel Multi-Channel Knowledge Base Chatbots 130

Provide Support

AUGUST 29, 2017

To be effective on every of these stages a marketing department should know the objectives of the business and how to apply them into analytical tools. Customer service departments put much effort to succeed via the live chat. © 2003 - 2017 Provide Support LLC. Read more. Published in Provide Support Blog , 2017.

Analytics 49

Analytics How To Measurement Software 49

CSM Magazine

MARCH 3, 2021

Vivantio , a leading provider of customer service optimization software and solutions, has launched a new report, “ Leveraging Breakthrough Service to Transform Your B2B Enterprise.”. Even traditional companies in industries like healthcare and energy/utilities are rapidly acknowledging their roles in ‘co-creating value’ with their customers.

B2B 105

B2B Report Roadmap Competitive Advantage 105

Provide Support

NOVEMBER 18, 2015

How to Tailor Customer Service Based on Customer Personality Type. Probably anyone who’s ever worked with people would tell you that different techniques work for different customers. © 2003 - 2015 Provide Support LLC. Read more. Published in Provide Support Blog , 2015. Permalink | No comment.

Customer Service 40

Customer Service How To Customers Communication 40

Steve DiGioia

APRIL 10, 2017

Here’s one of the best examples of how to create customer loyalty that I have ever seen. It happened while I was working at the Hilton Newark Airport Hotel in 2003. yes, he really did this. This original article was written by Steve DiGioia. We had a fantastic staff, happy employees and a robust business.

Hotels 133

Hotels Travel Loyalty Examples 133

Provide Support

SEPTEMBER 14, 2017

More and more customers take an advantage of self service options before contacting customer support representatives. In fact, Gartner reports that improving the self-service experience of consumers is among the top 3 priorities for companies that aim to improve customer experience and service. FAQ page for self service.

Self Service 45

Self Service How To Report Consumers 45

Waypoint Group

JULY 26, 2018

Back in 2003 a mentor told me, “Steve, you get 1 point for highlighting a problem/concern. So, if you want to win in your career then don’t come to customers, managers, or colleagues with problems. You get 5 points for highlighting a solution to a problem. You get 10 points for addressing a problem.

How To 40

How To Communication Management Customers 40

Provide Support

JULY 26, 2017

How to listen to your customers. Many companies tend to focus too much on the service or product they provide and forget about listening to their customers. However, it is easier to reach it when we listen to our customers and understand their needs. © 2003 - 2017 Provide Support LLC. Read more. Read more.

Customers 56

Customers Connections How To Customer Experience 56

Alida

MARCH 23, 2017

According to Jen Palmer from T-Mobile , “If we don’t provide the service our customers want, expect and deserve, they can leave us.” Despite this, telecoms are notorious for having the lowest rated customer service departments and representatives of any industry. Looking beyond traditional customer experience (CX) metrics.

NPS 133

NPS Net Promoter Score Loyalty Company 133

Provide Support

APRIL 20, 2016

How to Build a World-Class Customer Service Team. What are the most important factors contributing to customer service team success? Are there any secret ingredients, tips or strategies world’s leading customer service teams run on? What are the traits top high-performing customer service teams have in common?

Customer Service 40

Customer Service How To Tips Customers 40

Provide Support

SEPTEMBER 20, 2017

How to write a welcome letter. New customer, welcome letters have been utilized by many businesses that hold customer relations in high regard. It is considered as good customer relations, and it enhances personal relationships between business and their customers. It also fosters customer engagement.

How To 30

How To Customers Customer Engagement Communication 30