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Improve Your Customer Service With These 5 Steps

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Working to improve your customer service has always been important, but in today’s highly competitive business environment it’s more essential than ever.

How to Segment Your Customers to Grow Revenue

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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.

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4 Reasons Your Customers Won’t Reach Out to Customer Service

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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?

Building a Successful Customer Experience Strategy

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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.

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

Are Customer Satisfaction Score (CSAT) Surveys Still Relevant?

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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?

How to Design Your Website for the Best Customer Experience

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With the rise of personalized customer servicing and user experience (UX) trends, customers are no longer satisfied with just a straightforward purchase.

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What is a Good NPS Score?

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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.

40 Customer Retention Statistics You Need to Know

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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.

Event Survey Questions: 7 Questions You Must Ask Your Attendees

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There’s a lot that goes into planning an event, and I’m pretty sure that event survey questions are not at the top of your list. But they should be. Good event marketing is about more than simply hosting a conference or fundraiser.

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4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

6 Deep Audience Research Methods to Improve Your Targeting

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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.

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How to Write Self-Service Support Material

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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.

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How YETI Stays Ahead with Feedback

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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 ?

Top 10 Tips for Gathering Event Attendee Feedback

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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.

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Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Modern Marketing Strategies Every Company Needs to Try Today

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The marketing world is moving at a breathtaking pace. Having creative solutions isn’t remotely enough to attract new customers and retain your old clientele. In 2019, you have to think innovatively and be up to date with all the current trends. Before everything, you need to make sure your website design is user-friendly. It’s the first impression most people will get of your brand and it will be your main calling card for future success.

3 Scenarios Where Email Surveys Are the Best Option

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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. .

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How to Measure Customer Satisfaction With CSAT

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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 Justify a CX Program—An Overview

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Where would your business be without its customers? It wouldn’t be a business at all. That’s why companies are increasingly dedicating time, energy, and resources to improving the overall customer experience (CX). Although your products and services are essential for a great experience, they’re not the only component. Customers need to easily be able to find answers to questions and contact support when issues arise.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

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.

Introducing SMS Invitations

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Collect real-time, quality feedback from on-the-go customers. Today we’re excited to announce the newest addition to our suite of survey distribution channels: SMS.

Customer Voice is More Important Than Ever—Here’s Why

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The customer voice, also known as Voice of the Customer (VoC) , is at the core of any successful customer experience (CX) program. It refers to the customers’ needs, wants, and expectations as it pertains to a company’s products or services.

How to Create the Perfect Post-Chat Survey

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Post-chat surveys are the best method to measure if you’ve successfully implemented your live chat customer service program.

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How to Handle Live Chat Customer Service During the Holiday Rush

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Ah, the holidays. It’s the time for sugar canes, delicious eggnog, and jolly parties with loved ones, right? Well, not exactly. For us customer service folks it’s the time of the year that we call: the not-so-jolly holiday rush.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Job Satisfaction Surveys: 2 Templates for You to Use

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While being a customer-centric company is key for delivering great customer experience , you can’t forget about the employee experience. After all, happy employees result in happy customers. To identify the happiness level of your employees, you should use job satisfaction surveys.

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Is Your Customer Satisfaction Survey Dissatisfying Customers?

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Want happy, loyal customers? That makes all of us. But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done.

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How the South Dublin County Volunteer Centre Tripled Survey Response Rates and Measures Success

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The South Dublin County Volunteer Centre’s mission is to promote the value of volunteer work and increase its range and quality in Ireland. The volunteer centre’s role is to connect individuals with an organization that matches their job preferences.

Live Chat Customer Service: Top 5 Challenges

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Live chat customer service has become an expectation to the modern customer—more than half of all customers prefer chatting with someone in real time via chat rather than picking up their phone. As a result, live chat is expected to grow by as much as 87% in the next 12-18 months.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

Write the Perfect Customer Thank you Email

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We all want to feel appreciated, and your customers are no different. In fact, according to research conducted by the Peppers & Rogers Group , up to 60% of customers will stop dealing with a business that they feel is indifferent to them. So how can you make your customers feel appreciated?

10 Email Marketing Tricks to Re-Engage Your Customers

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There’s no point in having a huge email list if half your subscribers aren’t clicking. But that’s exactly what happens. Most email lists decline by about 25% a year according to Email Monks. There are lots of reasons for this. Sometimes it’s about the number or frequency of emails.

5 Support Tools to Improve Customer Experience

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Today’s customers have high expectations for support. They want answers to their questions—and they want them quickly. In order to meet this demand, your team needs modern customer support tools that aid their efforts in providing the best customer experience possible.

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5 Survey Email Subject Line Strategies to Boost Open Rates

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Want to really step up your email survey game? Use this free guide. Sending surveys by email is one of the most popular survey distribution methods today. However, email surveys must first overcome a major inbox hurdle: getting opened.

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Everything You Need to Know About Survey Response Rates

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Customer feedback can reveal opportunities for major business growth—what customers want, straight from their own mouths. Instead of relying on hunches, companies can make confident, data-driven decisions that save time and money. Customers benefit from sharing feedback too.

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