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CSAT vs. NPS: Similarities and Differences
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MAY 23, 2019
CSAT vs. NPS is an inevitable comparison that surfaces whenever a company launches a Voice of the Customer (VoC) program to optimize their customer experience (CX) strategy. .
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An Article On Customer Experience That Actually Makes Sense
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MAY 9, 2019
If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space.
Net Promoter Score (NPS) Myths Debunked
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MAY 24, 2019
Net Promoter Score (NPS) is one of the most popular metrics being used in business today. And while NPS has many supporters to sing its praises, there seems to be an equal number of critics who have emerged to decry it, citing a number of reasons why it should be abolished.
7 Samples of Feedback Forms for Customers That Actually Work
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JUNE 10, 2019
We know that customer’s opinions and feedback are important because they impact the sustainability of a company throughout its lifecycle.
Beyond the Contact Center: Unlocking Insights with Speech Analytics
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A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.
New Research: Customer Service Trends and Best Practices
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MAY 8, 2019
Customer service is undoubtedly a key player in any company’s customer experience (CX) program. It’s the necessary companion to a great product or service —in fact, 80% of customers say that the experience a company provides is as important as its products or services.
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New Study: Why Emotional Connection is Essential for Customer Loyalty
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JUNE 11, 2019
Every company wants a slew of loyal customers who are excited about new products, features, and offerings. Indeed, there are many brands with cult-like followings. Customers will drop everything to attend a sale, try out a new feature, or write a positive review.
6 Ways Your Knowledge Base Can Improve Customer Experience
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MAY 7, 2019
There is no denying the fact that we live in an era of instant gratification. The immediate response that we get from tapping or scrolling on a gadget has transformed us into impatient beings who refuse to wait for anything.
Proving the Value of a CX Strategy to Your Executive Team
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MAY 2, 2019
Customer experience is not a new concept. We heard by now that the battleground for business growth lies in your ability to provide a better customer experience than any of your competitors.
Building a Successful Customer Experience Strategy
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FEBRUARY 15, 2019
Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn.
Training for Lead Generation, Customer Onboarding and Support
Advertiser: Skilljar
Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.
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Customer Experience vs. User Experience vs. User Interface
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JUNE 12, 2019
I’ve lost count of the number of meetings that I’ve had with copywriters, marketers, and designers where the terms customer experience (CX) , user experience (UX) and user interface (UI) have been used in an interchangeable manner. In those meetings, I’ve always gotten the gist of what they were trying to explain, so I’ve overlooked the terminology.
CX Tools: Why Few is Better Than Many
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JUNE 9, 2019
CX tools are dominating the software space. In fact, according to Capterra , there are over 300 different customer experience tools currently on the market. This isn’t surprising, considering customer experience is becoming a more important metric year after year. This is because, within most industries, customers have more than one (sometimes dozens) of similar options to choose from right at their fingertips.
40 Customer Retention Statistics You Need to Know
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DECEMBER 21, 2018
Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. While some churn is a normal part of any business, a high churn rate can cripple the growth of any organization.
Build a Customer Service Survey That Will Engage Your Customers
GetFeedback
JUNE 3, 2019
While people feel compelled to be involved in the decision-making process of a company, and love to feel like their opinion makes a difference, the fact still stands: people don’t always want to complete customer service surveys.
Why Conversational AI Is Key to Customer Service in the Customer Experience Era
Advertiser: Interactions LLC
In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.
How to Improve Customer Experience with Content Marketing
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JUNE 3, 2019
Content marketing is a great strategy to help attract more people to your brand and improve your overall sales. In order to achieve that though, it is important to make sure that you are providing your customers with the best services possible.
What is a Good NPS Score?
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APRIL 8, 2019
The question of what is a good NPS score is popular among brands who value customer experience. A Net Promoter Score, or NPS, has become a necessary customer experience metric.
How to Segment Your Customers to Grow Revenue
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APRIL 11, 2019
While you can’t reach out to each customer individually, it’s nice when you can get as close as possible. The problem is that it’s challenging. You want to provide great customer experiences to every possible customer group, but that’s difficult to do, even with a relatively small organization.
SMS Survey Best Use Cases
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APRIL 29, 2019
Text message (SMS) surveys are a great solution for gathering feedback from customers who are on the go. In fact, 90% of SMS messages are read in the first 3 minutes and 82% of people say they open every text message they receive.
The Changing Role of CX Testing in Digital Transformation
Speaker: Diego Lo Giudice and Chad Hendren
With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.
How to Write Self-Service Support Material
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MARCH 18, 2019
When done right, self-service support material help your customers complete tasks on their own. But for self-service support resource to work, they need to be easy to read and understand. In other words, customer support teams need to be savvy about copywriting.
Voice of the Customer (VoC) Feedback: Everything You Need to Know
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MAY 13, 2019
The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company. 67% of customers are willing to pay more for better customer experience and the best way to improve is to listen to your customers.
4 Reasons Your Customers Won’t Reach Out to Customer Service
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APRIL 17, 2019
To relieve customers’ hard feelings about problems with some products or services, companies usually choose to improve the customer service skills of their agents. But does this work well?
Top 10 Tips for Gathering Event Attendee Feedback
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FEBRUARY 6, 2019
Event planning is an adventure, to say the least. Locking down the venue, getting people registered, promoting it across channels, working out the logistics… the list goes on and on. Before you know it, the day arrives.
Optimizing Customer Experience Data to Drive Business Success
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Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!
How to Measure Customer Satisfaction With CSAT
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DECEMBER 26, 2018
Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly.
How to Design Your Website for the Best Customer Experience
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APRIL 18, 2019
With the rise of personalized customer servicing and user experience (UX) trends, customers are no longer satisfied with just a straightforward purchase.
How YETI Stays Ahead with Feedback
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APRIL 3, 2019
Today, YETI’s top tier coolers and drinkware have become a symbol of status and trendiness for outdoor enthusiasts. And with good reason! After all, how often can you boast about having a cooler that is bear-proof , fortified from the elements and can withstand even the roughest elements ?
Are Customer Satisfaction Score (CSAT) Surveys Still Relevant?
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APRIL 22, 2019
Customer Satisfaction Score (CSAT) surveys have emerged as the gold standard for measuring how customers perceive their interactions with a brand. However, there are many different survey methods to choose from to measure a customer’s experience — including Customer Effort Score (CES) , Net Promoter Score (NPS) , and many more. Which begs the question: In today’s environment, is the Customer Satisfaction Score (CSAT) survey still relevant? Our take?
6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
3 Scenarios Where Email Surveys Are the Best Option
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APRIL 1, 2019
With all this focus on alternative survey distribution channels, you may think that emails are going the way of the rotary phone, but that couldn’t be any further from the truth. Email surveys are still the tried-and-tested avenue most brands use to collect feedback from their customers. .
Introducing GetFeedback Flow Templates
GetFeedback
JUNE 13, 2019
Increase data quality, reduce clicks, and drive key business processes with CRM embedded surveys. The term “ garbage in, garbage out ” is a concept that the quality of input data determines the quality of output data. In other words, what you put in is what you get out. Since data lies at the heart of your business, trusting faulty input data to influence critical business decisions is risky and can yield misleading results. In turn, this begs the question: what good is bad data?
What is More Important: A Good Product or a Good After-Sales Service?
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MAY 5, 2019
Imagine your old phone broke down and now you need a new one. You want to treat yourself by buying the latest model of a super popular brand. So, you don’t mind spending a larger amount of money and you buy it.
6 Deep Audience Research Methods to Improve Your Targeting
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APRIL 8, 2019
Buyer personas are often created on instinct instead of data. And let’s be honest, that doesn’t improve the customer experience. In some cases, buyer personas limit you to targeting one or two types of people, ignoring the different stages of the buyer cycle entirely.
How to Improve Customer Experience in an Era of Choice
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Customer experience is quickly becoming the de facto differentiator between successful businesses and the ones that fail. Download this ebook to learn how some of the largest companies in the world are driving better customer experiences.
How to Identify Your Most Important Customer Touchpoints
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JUNE 12, 2019
When tasked with overhauling the customer experience (CX), business leaders often seek to identify the most critical customer touchpoints. The important touchpoints are a make or break–they determine whether customers choose to stay, whether customers upgrade or cancel and whether customers recommend you to their friends and family. Some moments are more important than others–but how do we know which points to focus on?
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