Team Support

SEPTEMBER 14, 2020

In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport. Now in Part 2, we’ll talk about the evolving role of B2B customer support.

B2B 81

B2B Customer Retention Training Resources 81

Customer Bliss

OCTOBER 3, 2017

Multi-time CX leader Enrique and I have a frank conversation about when it’s time to evaluate if the CX role you’re in has the advocacy you need to be successful, and how to get traction when you’re in the right environment for success. . Episode Overview. About Enrique.

Chief Customer Officer 125

Chief Customer Officer ROI NPS Leadership 125

InteractionMetrics

JULY 21, 2020

I founded Interaction Metrics in 2004 because I felt like companies weren’t listening. The customer feels heard, and the company knows how to improve. The post Why You Need a Closed-Loop Survey—and How to Do It! Simple requests were rewarded by silence. This is true customer listening. Show You’re in Tune.

Survey 52

Survey How To NPS System 52

ijgolding

MARCH 20, 2018

It’s shocking to me still sometimes how far removed we are from being able to look through the eyes of our customers. I still hear things like: ‘I treat my customers how I want to be treated’ instead of how they want to be treated. I started EarlyBridge in 2004. How did you become involved with customer experience?

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

Team Support

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Effort Score Knowledge Base Customer Retention 89

CX Journey

DECEMBER 11, 2018

The story takes you through several examples of how one CEO, who loves to lead and to manage, uncovered these three root causes and how he put them into practice at a couple different companies in different industries. I believe the latest edition was updated in 2004. It is also a commitment to have a decision work.

Leadership 151

Leadership Guidelines Travel Culture 151

ReviewTrackers

NOVEMBER 27, 2018

Founded in 2004, San Francisco-based Yelp has collected approximately 171 million crowd-sourced reviews of businesses in a wide range of categories, from restaurants and hotels to dentists, boutiques, and mechanics. How to Claim Your Business on Yelp. and from these you can gain insights on how to improve your local search performance.

How To 50

How To Social Media Hotels e-support 50

Retently

JUNE 24, 2018

Back in 2004, only 4 companies were offering it; today there are over 80+ to choose from. The post How to Choose the Best NPS Software for Your Business [2018 Update] appeared first on Retently. Using API, however, requires coding skills, as compared to Zapier. NPS software pricing.

NPS 106

NPS Net Promoter Score Software How To 106

Team Support

SEPTEMBER 8, 2020

In this blog series, based on the whitepaper co-produced by ServiceXRG and TeamSupport, we explore how to position the investment in Support as a strategic value aligned to current business practices and target outcomes. In other words, effective B2B support forms the foundation for long-term successful customer engagements.

B2B 64

B2B Effort Score Customer Expectations Customer Satisfaction 64

ShepHyken

FEBRUARY 19, 2019

How to Get the Most Out of Your Customer Feedback. About : Martha Brooke founded Interaction Metrics in 2004 with the mission of dramatically improving the customer experience. Are Rating Systems Skewed? Shep Hyken interviews Martha Brooke. It starts with having really authentic conversations.

Feedback 76

Feedback Customer Experience Professionals System Metrics 76

AWS Machine Learning

MARCH 30, 2023

In this post, we show how to use this new recipe to recommend top trending items to your users. In this post, we demonstrate how to tailor your recommendations for the fast-changing trends in user interest with this new Trending-Now feature for a media use case with a custom dataset group.

Trends 85

Trends Interaction Groups Training 85

North Highland

NOVEMBER 26, 2018

In 2004, North Highland began looking for how to provide that same level of customer intimacy, but now on a global scale. Our founders believed that a different way of consulting was needed – one that managed with compassion and respect for the long-term success of an organization.

Consulting 66

Consulting Trends Culture Industry 66

Team Support

JANUARY 26, 2021

The reasons customers request support assistance are equally distributed across three primary categories of “How To,” “Bugs or Performance Issues,” and “Installation, Configuration, Setup.”. The use of chat has grown by 26% while use of e-mail has risen by 24%. Our customers know the TeamSupport tool.

B2B 64

B2B e-support Knowledge Base Resources 64

Beyond Philosophy

APRIL 2, 2020

What we do want is to know how to facilitate customer-driven growth. Apple is an excellent example of how to do this. I wrote a book in 2004, Revolutionize Your Customer Experience , that showed the four customer-centricity orientations that organizations have, which range from Naïve to Natural. Train your team on how and why.

Retail 159

Retail Training Brands Examples 159

Helen Dewdney

AUGUST 5, 2019

How to complain about financial products and services. The Financial Services Regulations 2004. How to complain about insurance. How to save money on your car insurance tips for saving money before you take out any insurance. how and when you can get back bank charges. Banks and credit cards.

Financial 57

Financial Case Study Insurance Banking 57

Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

LiveChat

JULY 10, 2015

In 2004 it started the “Real Beauty” campaign. By 2004 Dove was just one of many skin care product companies. Many business owners have no idea how to keep their customers and from the other hand, customers very often make decisions about switching to another company. Such customers are priceless!

Loyalty 28

Loyalty How To Loyalty Programs Airlines 28

LiveChat

JULY 10, 2015

In 2004 it started the “Real Beauty” campaign. By 2004 Dove was just one of many skin care product companies. Many business owners have no idea how to keep their customers and from the other hand, customers very often make decisions about switching to another company. Such customers are priceless!

Loyalty 28

Loyalty How To Loyalty Programs Airlines 28

ChurnZero

JUNE 2, 2021

Salesforce started it and they went public in 2004. Optimizing Customer Engagement through Data Infrastructure and Analytics – Learn how to leverage data to improve the customer experience and drive engagement. . The post [Q&A] B2B SaaS Benchmarks: How Does Your Company Compare to +1,500 of Its Peers?

B2B 98

B2B Company B2C Survey 98

Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. One of the guys asked, “How much money are we going to get back by doing this?”. Design it in your experience and train people how to evoke these emotions. It was a tough audience.

Net Promoter Score 155

Net Promoter Score Insurance Call Center Training 155

ijgolding

JULY 27, 2016

When you consider I left GE in 2004 – over twelve years ago, that is an impressive fact. Intuitively, it sounds so obvious, but when you lift up the ‘bonnet’ or ‘hood’ of the workings of most companies, understanding how to KEEP customers is not always very clear.

Customer Centricity 120

Customer Centricity Strategy Customer Journeys B2B 120

CSM Magazine

JULY 14, 2020

Rob Crutchington shows how to drive compliance and build customer confidence using Agent Assisted Payments. Learn how to bridge the gap between providing personalised CX and enhanced security, while significantly reducing the time, cost and resource required to comply with stringent PCI DSS rules. Back to basics with PCI DSS.

Omni-Channel 52

Omni-Channel Customer Confidence Innovation CRM 52

AWS Machine Learning

JUNE 13, 2023

Founded in 2004, BrainPad Inc. This post discusses how to structure internal knowledge sharing using Amazon Kendra and AWS Lambda and how Amazon Kendra solves the obstacles around knowledge sharing many companies face. This is a guest post by Dr. Naoki Okada, Lead Data Scientist at BrainPad Inc.

Chatbots 79

Chatbots User Experience System Study 79

ReviewTrackers

APRIL 17, 2019

Here’s a list of the restaurant review and rating websites your business should know about, with information on how to claim your business profile or listing on each of the sites. Founded in October 2004 in San Francisco, California, Yelp is the go-to site for diners looking to discover great places to eat. Eat24 (now part of GrubHub).

Hotels 94

Hotels Travel Hospitality Connections 94

BirdEye

MAY 19, 2023

Amazon then knows immediately how to improve its product offerings. By hyper-focusing on customer experience and balancing feedback loops with innovative products, Apple grew exceptionally fast, from $8 billion in 2004 to $394 billion in 2022. Customers can hop on and leave ratings and reviews of the products they purchase.

Examples 52

Examples Feedback Net Promoter Score Effort Score 52

Helen Dewdney

MAY 28, 2017

Many were appalled by BA’s IT systems: Helen Dewdney, The Complaining Cow consumer champion and author of How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results! [1] Under European regulations (EC261/2004), passengers have significant rights if their flight is delayed, cancelled or they are denied boarding.

Airlines 0

Airlines Travel Hotels Insurance 0

CSM Magazine

OCTOBER 7, 2019

Insight: Knowing your customer and how to deliver to them. Established in 2004, OmniServ employs over 5000 staff delivering ‘Legendary Service’ across a wide portfolio of aviation services. Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ shares the first of five special insights for Customer Service Week.

Customer Service 40

Customer Service Travel Groups Government 40

Helen Dewdney

JULY 19, 2018

You are due to compensation under Regulation (EC) 261/2004. How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS! Book with the same airline if at all possible. 8) Airlines may try and fight your claim! Be ready with quoting your legal rights.

Airlines 31

Airlines Travel Transportation Hotels 31

Helen Dewdney

JULY 22, 2022

The Denied Boarding Regulation (261/2004 EC) applies to passengers departing from an airport within the EU, whatever the airline is. How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS! So, I am going to answer all your questions below. Further help with complaining effectively.

Airlines 52

Airlines Travel Consumers Hotels 52

Michel Falcon Experience

APRIL 23, 2019

The story: One of their members (their terminology for customers) who had been a member of theirs since 2004, recently had something happen that impacted him and had nothing to do with banking or finance. You and I can’t train our employees how to do this habitually. CBC Federal Credit Union.

Company 95

Company Customer Experience Customer Service Net Promoter Score 95

Horizon CX

DECEMBER 31, 2018

But do we really need to keep reading article upon article and blog upon blog about how to create a customer journey map? There’s enough “how to” out there to sink a ship, but not enough about the “why.” In the words of Simon Sinek, “People don’t buy WHAT you do; they buy WHY you do it.”.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

ReviewTrackers

JULY 30, 2019

Here’s a list of the restaurant review and rating websites your business should know about, with information on how to claim your business profile or listing on each of the sites. Founded in October 2004 in San Francisco, California, Yelp is the go-to site for diners looking to discover great places to eat. Eat24 (now part of GrubHub).

Hotels 63

Hotels Travel Hospitality Connections 63

CSM Magazine

OCTOBER 10, 2019

This collaboration will improve their airport experience by ensuring they are able to access information that hearing people take for granted, such as retail opportunities, and information on how to prepare for the security processes. For D/deaf passengers, it will reduce frustration and help them get around airports more easily.

Innovation 40

Innovation Customer Service Company Airlines 40

Helen Dewdney

JULY 31, 2015

Regulation (EC) 261/2004 applies to all flights wholly within the EU/EEA or Swiss region, or departing an EU/EEA or Swiss airport, or arriving in the region and with an EU/EEA or Swiss airline. When I wrote How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results! Passengers are entitled to compensation.

Airlines 30

Airlines Travel Hotels Consumers 30

CX University

APRIL 12, 2018

Businesses that have maintained an above-average American Customer Satisfaction Index (ASCI) in their industry for the ten years between 2004 and 2014, have delivered 400% the returns to shareholders as those with average scores (McKinsey, Putting customer experience at the heart of next-generation operating models).

Course 40

Course Travel Customer Satisfaction Study 40

Helen Dewdney

OCTOBER 12, 2015

The Authority’s powers and duties are largely provided for in statute (such as the Gas Act 1986, the Electricity Act 1989, the Utilities Act 2000, the Competition Act 1998, the Enterprise Act 2002 and the Energy Acts of 2004, 2008, 2010 and 2011) as well as under rulings of European Community legislation in respect of energy regulation.

Consumers 30

Consumers Report Marketing Industry 30

COPC

SEPTEMBER 9, 2019

We went through a long period of internal discussion about whether to build a core, then how to build it. The question of how to satisfy each customer’s needs with personalized and customized interactive self-service is a huge challenge. In the digital era, we are facing three main challenges.

Financial 40

Financial Self Service Customer Satisfaction Innovation 40