GetFeedback

JANUARY 28, 2020

Customer retention is the process of engaging existing customers to continue doing business with you and stop switching to your competitor. Given that video consumption is half as much time to consume than written text, 82% of people would prefer to watch a live video than to read a blog post. Listen to customers.

Social Media 322

Social Media Customer Retention Strategy Video 322

ShepHyken

JUNE 28, 2019

With the right training, they can, and the humans will continue to do the jobs that AI isn’t ready to handle. New opportunities will continue to emerge where humans must step in to resolve the situations that bots cannot. The post Guest Blog: “Zhuzhing Up” Humans in the Contact Center appeared first on Shep Hyken.

Contact Center 111

Contact Center Self Service Banking Airlines 111

InMoment XI

NOVEMBER 16, 2021

I’ve been looking back over my 20+ years of various research consulting roles and during that time, I’ve continuously fielded questions from clients and others within the industry. In this blog, I’m going to focus on one question that continues to come up in conversations with CX practitioners and data analysts and my answer may surprise you.

Survey 493

Survey Automotive Comparison Hotels 493

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. This blog looks at how CX has evolved , and the priorities for brands looking forward into the new decade. Published on: January 09, 2020. Avoid these Five CX Leadership Traps!

Self Service 65

Self Service Leadership Customer Centricity Knowledge Base 65

Steve DiGioia

AUGUST 16, 2021

You continue to leave them in the dark about upcoming actions and decisions that affect them. Will continue to emulate the actions of their leaders, whether good or bad. Smile, shake hands and listen to learn, not to reply. Who cares what your employees say! The opinions of your employees don’t matter. They don’t.

Policies 245

Policies Leadership Course Management 245

ShepHyken

JULY 28, 2017

On the other hand, Facebook, which has long been the dominant player in the social media space, is apparently not resting on its laurels but is instead listening to its customers. The point is that the more our business is successful, the more that we want to keep it the same, and force consumers to continue play by our rules.

Retail 79

Retail Social Media Travel Consumers 79

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. Listen more, understand their pain points, validate ideas and co-create with your customers. Read the full answers here below.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. Continually ask questions that allow them to express their unique strengths and their personal goals within the company.

Culture 86

Culture Company Communication Employee Engagement 86

GetFeedback

AUGUST 14, 2019

The customer experience is a journey, and continuous improvement is key to staying ahead and winning at CX. You must ensure that you listen to employees and improve their experience, as well. Don’t just ask, listen. VoC is also about listening to your customers, wherever they want to provide feedback.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Steve DiGioia

MAY 21, 2018

Most people understand that in order to provide good customer service we must use one of our least appreciated soft skills – listening. Without being a good listener how can you ever “hear” your customer’s concerns, wants, needs or desires? I bet you’re a pretty good listener, right? Listening For The Gist.

How To 173

How To Customer Service Customers 173

ShepHyken

JANUARY 4, 2019

Listening is a vital aspect of great customer service. Customer service training is a continuous process and onboarding is merely the first step in the journey. The ideal onboarding module helps a new recruit get inducted into their team and continues to exist until the employee has fully eased into their role in the organization.

Customer Service Training 79

Customer Service Training Training Customer Service How To 79

Totango

NOVEMBER 27, 2023

Check out four highlights from the conversation, and listen to the podcast for more tips on how you can leverage digital CS to drive value to your customers and scale your business. Health scoring: Don’t set it and forget it Customer health scoring is the foundation of a good digital CS program.

Customer Success 103

Customer Success Effort Score Touchpoint Tools 103

Steve DiGioia

MAY 17, 2021

L isten – Stop and listen to your customer’s complaint. To top it all off, people used to tell 10 people about a bad experience, but now they can post a blog or a video on YouTube and tell thousands of (or more) people. She’s an empathetic listener, and always finds a way to make customers feel better.

Customer Service 341

Customer Service e-support Self Service Customers 341

CX Accelerator

OCTOBER 28, 2020

I know this isn’t the original intent of the song, but to me, this points to the importance of listening to our customers — especially those things that frustrate and aggravate — and then learning from those mistakes. Furthermore, we will hear plenty of negativity when listening to the voice of the customer. Happy listening!

Culture 281

Culture Customer Centricity Video Groups 281

CX Accelerator

JULY 8, 2019

There are many ways to listen. People listen with their eyes, and with their hands (remember the movie: A Quiet Place ). Listening is a central process in the way people survive. If you are not actively listening, critical information is missed. So much to consider when listening to what someone is saying.

Exercises 175

Exercises Groups Video Meeting 175

Vonage

APRIL 25, 2019

Customer experience and social media are part of a “continuous cycle” whereby they each feed the other. One of the biggest benefits of social listening is the feedback you get from prospects and customers about your product or service. This article originally appeared in Dan Gingiss' blog on Forbes. . His advice?

Social Media 321

Social Media Rewards Programs Feedback Call Center 321

Helpt

FEBRUARY 27, 2024

We’re going to start this blog post with a heavy dose of nerdy: place yourself back to when you played your last Japanese roleplaying game or Dungeons and Dragons. It requires active listening, clear communication, and the ability to build trust and rapport. Encourage active listening and respectful dialogue within the team.

Leadership 98

Leadership Culture Communication Exercises 98

CX Accelerator

JULY 1, 2020

While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. This article will cover the following: · Business Continuity. Business Continuity. Working from home (WFH) is the core of business continuity today.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

BirdEye

NOVEMBER 27, 2023

This blog isn’t about turning every customer into a lifelong friend. Be a good listener 3. Implement feedback loops for continuous improvement 13. Foster a customer-centric culture within the organization In this blog, we discuss more about them in detail. Provide assurance and actively listen to their feedback.

Examples 110

Examples Tips How To Social Media 110

NICE inContact

OCTOBER 21, 2019

It’s all part of a robust customer experience , a central focus for a company that’s grown over the years by not only listening to but delighting its customers. But as chat volume continued to increase, the company took its eye off some important KPIs. When Vera Bradley introduced web chat in 2011, customers embraced it wholeheartedly.

Abandon Rate 120

Abandon Rate Contact Center Omni-Channel Trends 120

ClientSuccess

JANUARY 16, 2023

Listening Vectors by Vecteezy. Providing exceptional customer success begins with listening to your customers. To gather the most helpful feedback, listening skills are essential and yet are difficult for many to implement because all too often, we are listening to respond, not to understand. Make Listening a Priority.

Tips 64

Tips Social Media eBook Customer Success 64

Beyond Philosophy

MARCH 21, 2024

Listen to the podcast: Sometimes, things go wrong despite your best efforts. Finally, it is essential to revisit the plan and ensure it continues to be updated where possible and necessary. Rule #2: Stay calm and listen. So, your job is to listen and apologize as it makes sense. This situation happens everywhere.

Telecommunications 78

Telecommunications Customer relationships Communication eBook 78

Daniel Group

SEPTEMBER 13, 2023

The power of attentive listening, timely response, and consistent improvements cannot be understated. This blog unravels the imperative of acting on customer feedback – from addressing immediate concerns to rectifying long-standing organizational and cultural challenges to where your CX leadership could reside within your organization.

Feedback 52

Feedback B2B Leadership Culture 52

Happy or Not

DECEMBER 21, 2022

In our 2022 kick-off blog post , we shared that our objective was to provide richer and deeper insights into the customer experience as well as further improve the capabilities to measure omnichannel customer experience. Our key target customers find a lot of value in HappyOrNot, and would be much less happy without it.

Omni-Channel 69

Omni-Channel Feedback Course Customers 69

Customer Bliss

JUNE 8, 2020

We’ll continue to assess what measures are appropriate to support our customer base over the next few months.” ” Listen to my previous interview with Yamini here on the blog, and be sure to subscribe to my podcast to receive this full interview as a podcast. . I hope that we can carry this forward.”

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

Blake Morgan

DECEMBER 27, 2022

The opposite of gaslighting is taking ownership, listening to customers, and building trust. If customers call with a problem, listen to them and solve it. Ask for feedback, be honest about your weaknesses, and continually evolve and adjust your customer experience. The Merriam-Webster word of the year for 2022 is gaslighting.

Contact Center 119

Contact Center Brands Customers Feedback 119

Feedbackly

MARCH 28, 2024

The research began in February 2024 and will continue until the end of April. In the EU-funded EU Music 360 study, the effects of music on customer and employee experience in the retail sector in Finland are being investigated.

Feedback 105

Feedback Retail Study Employee Experience 105

Kustomer

SEPTEMBER 4, 2023

In this blog, we explore what we really mean by customer service coaching and its role in a successful CX strategy. For example, the new employee could spend a day with the seasoned employee and listen to how they handle various client interactions. What is Customer Service Coaching?

Customer Service 98

Customer Service Training Exercises Feedback 98

Totango

APRIL 4, 2024

Read on for three key takeaways from this discussion, or listen to the no-holds-barred conversation by watching the full webinar on-demand. The overwhelming consensus was that there is, and will continue to be, a significant shift toward sustainable customer growth throughout the SaaS industry.

Sales 89

Sales Customer Success Customers Communication 89

Win the Customer

SEPTEMBER 12, 2023

In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience. Active Listening and Feedback Traditional businesses have a wealth of customer interactions over the years. Actively seeking feedback and listening to customer concerns can uncover opportunities for improvement.

Innovation 59

Innovation Customer Experience Loyalty Programs Customer Centricity 59

Clarivate

OCTOBER 29, 2021

We are confident that it’s a place where we can continue to thrive by providing local colleagues with a great place to work. This recognition is an exciting achievement that benefits our colleagues, customers and community and we thank everyone in Chandler for your continued support. Delivering on our purpose.

Company 98

Company Customer Care Innovation Culture 98

BirdEye

JUNE 30, 2023

In this blog, we’ll show you how to use it and gain a better understanding so you can apply strategies to leverage it for your business and products. Once the Assistant is listening, say a command like, “Add wheat flour to my shopping list.” Continue adding items to your list until you’re done.

Management 98

Management Customer Experience Management Connections Customer Experience 98

NetBase

JULY 30, 2020

Listening as the new consumer love. And despite the hiccups of COVID-19, all signs suggest the trend will continue. While listeners’ routines where thrown in disarray with the onset of the coronavirus, podcast downloads slowed as they readjusted to a new work/life balance. Listening as the New Consumer Love.

Brands 97

Brands Advertising Trends Consumers 97

2020 Research

FEBRUARY 27, 2023

We listened to our customers and realized that while “Schlesinger Group” reflected our family business origins and focus group expertise, it didn’t encompass the full scope of market research solutions we bring to customers every day. Amid economic concerns and global disconnection, our steps forward must begin with listening.

Brands 98

Brands Groups Connections Innovation 98

Totango

DECEMBER 1, 2021

In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. An agile customer success strategy employs a methodology of continuous, iterative, incremental improvements to achieve consistently optimized client outcomes. What Is an Agile Customer Success Strategy?

Innovation 96

Innovation Customer Success Customer Journeys How To 96

Eptica

APRIL 28, 2020

Today in a post on our parent company Enghouse Interactive’s blog , award-winning CX expert Manuela Pifani shares her thoughts on how brands can use the crisis as an opportunity to better engage with their customers. The importance of listening to customers during COVID-19. ” Read the full post here.

Self Service 79

Self Service Consulting Customer Centricity Trends 79

CX Journey

MAY 17, 2017

Image courtesy of Pixabay I originally wrote today's post for Clicktools; it appeared on their blog on July 26, 2016. But what if you've been listening to customers for years? Either way, it's likely that it's time to revisit your customer listening efforts to ensure they meet today's standards and requirements.

Survey 159

Survey Feedback Social Media Roadmap 159