InMoment XI

JULY 15, 2009

On Tuesday, July 14, 2009, Allegiance, Inc. announced that it has acquired Inquisite, an innovative provider of online survey software based in Austin, Texas. View Article

Leadership 200

Leadership Innovation Loyalty Feedback 200

InMoment XI

JULY 15, 2009

On Tuesday, July 14, 2009, Allegiance, Inc. announced that it has acquired Inquisite, an innovative provider of online survey software based in Austin, Texas. View Article

Leadership 200

Leadership Innovation Loyalty Feedback 200

InMoment XI

JULY 15, 2009

On Tuesday, July 14, 2009, Allegiance, Inc. announced that it has acquired Inquisite, an innovative provider of online survey software based in Austin, Texas. View Article

Leadership 200

Leadership Innovation Loyalty Feedback 200

Retently

MARCH 23, 2023

In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback. The antivirus software company McAfee is at the bottom of the technology industry, earning a Net Promoter Score of 2.

Net Promoter Score 113

Net Promoter Score Company NPS Effort Score 113

Comm100

FEBRUARY 1, 2023

out of 5 CSAT score, and positive feedback from live chat engagements that feel personal and genuine. Comm100 Live Chat is among the best live chat software for higher education, with a fully integrated, all-in-one live chat solution that offers available AI-powered bots and automation within one integrated console.

Effort Score 215

Effort Score Wait Times Video Communication 215

Gainsight

NOVEMBER 1, 2022

When I wanted to scale my company in 2009, I was faced with the conundrum of choosing between hiring more people to onboard and service our accounts and risking future layoffs versus improving overall business efficiency. If you need a cherry on top, community-led growth also lowers software price and reduces time to value.

B2B 52

B2B B2C Software Customer Success 52

Customer Bliss

JANUARY 24, 2017

From his LinkedIn: Scott Bajtos joined VMware in 2009 and oversees the company’s global services team, which includes education, technical support, professional services support and customer advocacy to ensure a best in class pre and post sales experience for customers and partners. In Scott’s estimation, it was customer listening.

Loyalty 100

Loyalty Leadership System Engagement 100

Waypoint Group

OCTOBER 17, 2019

Recognizing the need to create more customer advocates (“Promoters”) and improve retention, Reciprocity wanted to better utilize u nbiased feedback from the customer contacts that matter most (that is, Buying Committee members, not just end-users) to drive its product, customer experience and company. Seeking trustworthy feedback.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

Amity

SEPTEMBER 7, 2016

I started in HubSpot in 2009 and I’m now coming up on my 7-year anniversary. And I found some interesting software companies that did this sort of thing. I found a company called GetActive Software and they worked with large, national, non-profit political campaigns, higher ed, public broadcasting -- that kind of thing.

Customer Success 0

Customer Success Groups Customers Metrics 0

Service Untitled

FEBRUARY 17, 2009

Douglas February 18, 2009 Behind the Scenes , Customer Service Experience 1 Comment I am a big advocate of making things simple and I’m a strong believer in the idea that simplicity leads to consistency. A company I work with now uses the software the general method I outlined in my post.

Customer Satisfaction 40

Customer Satisfaction Exercises Software Survey 40

Service Untitled

MARCH 15, 2010

In 2009, JD Power & Associates, a global marketing information service which measures customer satisfaction based on millions of consumers annually, rated Jet Blue &# Highest in Customer Satisfaction&# among low-cost carriers in North America.

Airlines 41

Airlines Travel Customer Satisfaction Transportation 41

Service Untitled

MARCH 31, 2010

Some hideous stories released told of a toll collector not wanting to make change for a $1.75 toll from a twenty-dollar bill and then throwing the change and telling the driver to get his change from the road and die, or another toll collector demanding a driver to submit to a strip search because she entered the wrong toll lane.

Transportation 41

Transportation Travel Customer Service Training Exercises 41

Service Untitled

OCTOBER 22, 2010

The company’s quality reputation dropped from 6th in 2009 to 21st in 2010. If a product fails, use feedback to improve it. When the negative feedback threatens your brand, give it immediate attention. The widespread criticism brought considerable damage to Toyota’s brand reputation.

Brands 43

Brands How To CRM Loyalty 43

Service Untitled

APRIL 2, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Track Contact Volume Douglas April 02, 2009 Behind the Scenes , Customer Service No Comments How carefully do you track contact volume? Service Untitled The blog about customer service and the customer service experience.

Metrics 40

Metrics Exercises CRM Resources 40

Service Untitled

MAY 15, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Use Glass Doors to Improve Accessibility Douglas May 15, 2009 Culture No Comments In my post on Wednesday , I touched on what I think is an important aspect of manager accessibility, a physically inviting workplace.

Exercises 40

Exercises Culture CRM Customer Service 40

Service Untitled

AUGUST 6, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Crazy Drive-through Experience Douglas August 07, 2009 Customer Service Experience , Specific Companies 1 Comment I went to the drive-through at McDonald’s not that long ago and had what had to be one of the most absurd customer service experiences I’ve ever had.

Exercises 40

Exercises CRM Customer Service Consulting 40

Comm100

MARCH 27, 2023

A chatbot is a software program that can respond to student requests and hold conversations in a text interface. Typically embedded in live chat software on websites, website visitors can ask the chatbot questions and receive an immediate answer based on content and material that the bot has been trained on.

Chatbots 161

Chatbots Multi-Channel Knowledge Base Wait Times 161

Service Untitled

JUNE 22, 2009

Douglas June 22, 2009 Customer Service , Little Things, Big Differences 1 Comment In light of my recent post about my interesting experience at Blockbuster , I started thinking about situations in which employees of various companies might have an opportunity to either up or downsell you based on their own opinions and tastes.

Exercises 40

Exercises CRM Consulting Feedback 40

Service Untitled

OCTOBER 25, 2010

A recent Nielsen survey states that the primary online communication of today is Twitter; its unique visitors have increased 1,382 percent since 2009. Watch criticism, review feedback, and pay attention to marketing successes and failures.

CRM 44

CRM Social Media Customer Relationship Management Customer relationships 44

Service Untitled

JUNE 4, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Call Your Competitors Douglas June 04, 2009 Behind the Scenes , Customer Service , Exercises/Resources 1 Comment Here is something you can do to make your company more competitive in about 10 minutes. Call your competitors and test their service.

Exercises 40

Exercises Resources Call Center CRM 40

Service Untitled

SEPTEMBER 15, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Service Pet Peeves Douglas September 15, 2009 Angry Customers , Customer Service Experience 2 Comments I came across this post recently, which lists some of the more prominent customer service pet peeves submitted by the blog’s readers.

Customer Service 41

Customer Service Call Center Airlines Exercises 41

Service Untitled

APRIL 28, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Rewarding Volunteers Douglas April 28, 2009 Customer Service , Little Things, Big Differences No Comments More and more companies are encouraging conversations in company forums, on blogs, through Twitter, and on similar sites. They might take you up on it.)

Hotels 40

Hotels Exercises CRM Company 40

Service Untitled

APRIL 30, 2009

Service Untitled The blog about customer service and the customer service experience.

Exercises 40

Exercises Customer Service Representative Culture CRM 40

Service Untitled

NOVEMBER 6, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Escalations and You Douglas November 06, 2009 Behind the Scenes , Customer Service 1 Comment Many customer service managers (especially in small to mid-size businesses) spend quite a bit of time handling something I always refer to as “escalations&#.

Policies 40

Policies Exercises Travel Customer Service 40

Service Untitled

JULY 15, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Improving a Department in 4 Steps Douglas July 15, 2009 Customer Service , Exercises/Resources 2 Comments Over the last week or so, I have been working with a company on improving the service experience within a small department of theirs.

Exercises 45

Exercises e-support Consulting Meeting 45

BirdEye

OCTOBER 6, 2023

3 Real-world reputational risk examples How does reputation management software mitigate reputational risks? How does reputation management software mitigate reputational risks? With reputation management software , you can monitor, analyze, and improve your online reputation. Table of contents What is reputational risk?

Strategy 59

Strategy Social Media Airlines Software 59

Service Untitled

MARCH 20, 2009

Service Untitled The blog about customer service and the customer service experience.

Guest Experience 40

Guest Experience Exercises CRM Consulting 40

Service Untitled

AUGUST 31, 2009

Service Untitled The blog about customer service and the customer service experience.

Exercises 40

Exercises CRM Consulting Customer Satisfaction 40

Service Untitled

MARCH 16, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives First Contact Resolution Douglas March 16, 2009 Behind the Scenes , Customer Service Experience , Little Things, Big Differences 2 Comments First contact resolution is one of the most important things in customer service.

First Call Resolution 42

First Call Resolution Customer Satisfaction Course Exercises 42

Service Untitled

SEPTEMBER 10, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Gratitude – A True Measure of Your Service Warmth Chip and John September 10, 2009 Customer Service Experience , Etiquette , Little Things, Big Differences , Specific Companies No Comments “Thank you” are the two most important words in the English language.

Measurement 41

Measurement Fashion Exercises Consulting 41

Service Untitled

SEPTEMBER 25, 2009

Service Untitled The blog about customer service and the customer service experience.

Hotels 41

Hotels Exercises Policies CRM 41

Grade.us

JUNE 2, 2020

Buying reputation management software for your business is like purchasing a moat for your castle and party confetti at the same time. How do reputation management software solutions help? Not ranked, but included since transparently, we offer reputation management software. Reputation Management Software Reviews on G2.

Software 47

Software Management Net Promoter Score Multi-Channel 47

Comm100

NOVEMBER 13, 2022

With this all in mind, this guide will explore customer service from top to bottom, exploring the state of customer service today, revealing best practices, and recommending the best software you can adopt to help your customer service operations become the envy of your competitors. Best customer service software. Table of Contents.

Tools 181

Tools Customer Service Tips Omni-Channel 181

Service Untitled

MARCH 24, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives The Disney Experience Douglas March 24, 2009 Customer Service , Little Things, Big Differences , Specific Companies 1 Comment Last week I blogged about how I would be going to Disney for a day.

Exercises 40

Exercises Travel CRM Customer Service 40

Service Untitled

MARCH 4, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Service in Different Countries Douglas March 04, 2009 Customer Satisfaction , Customer Service 7 Comments The consulting company Accenture recently surveyed about 650 senior executives in different industries from 11 countries.

Customer Service 52

Customer Service Poor Customer Service Culture Survey 52

NobelBiz

APRIL 9, 2024

Amendments, including the 2009 HITECH Act, have strengthened HIPAA, introducing stringent compliance measures and penalties for violations, underscoring the act’s pivotal role in balancing patient privacy with the operational needs of the healthcare system.

Call Center 105

Call Center Healthcare Contact Center Financial 105

Service Untitled

FEBRUARY 26, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives The Angriest Customers Douglas February 27, 2009 Angry Customers , Etiquette 4 Comments Working with angry customers is a part of customer service that can’t be avoided. Service Untitled The blog about customer service and the customer service experience.

Exercises 41

Exercises Tips Customers Customer Service 41