GetFeedback

SEPTEMBER 24, 2019

A Voice of the Customer (VoC) program is an essential tool to collect valuable customer feedback and take proper action to improve customer experience (CX). A successful program leads to higher return rates, fewer churns, and more loyal customers. . Such as a policy of never giving credit to customers.

How To 150

How To ROI Policies Analysis 150

Comm100

MAY 23, 2022

While this may seem like an unfair comparison, the reality is that Gen Z expects outstanding support from every brand they interact with. Telephone and email support doesn’t cut it, especially when you consider that 60% of Gen Z say that they ‘hate calling people’. Lower engagement with current & prospective students. Damaged CSAT.

Engagement 130

Engagement Chatbots Transportation Comparison 130

ClientSuccess

JANUARY 24, 2023

Listening Vectors by Vecteezy Customer success health scoring is one of the most valuable activities SaaS organizations can undertake to evaluate and improve customer engagement, satisfaction, and loyalty. What is a Customer Health Score? What is a Customer Health Score?

Metrics 89

Metrics NPS eBook Customer Success 89

Customers Rock!

JANUARY 24, 2012

This post is part of the Social ROI Blog Carnival at Think Customers: the 1to1 Media blog. Visit the blog carnival post “ Calculating the ROI of Social Media ” to check out the full list of posts from numerous well-known social media thought leaders. What are the costs? Measuring the gains.

Social Media 207

Social Media Measurement ROI Advertising 207

ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor.

Competitive Advantage 101

Competitive Advantage Case Study Communication Insurance 101

Comm100

JANUARY 21, 2021

There are many digital customer service tools for small businesses to choose from, but there’s only one that stands out with real-time, accessible, and cost-effective support – and that’s live chat. How many channels offer as many benefits as live chat does for both the customer and business? We’ll get into this later).

Video 246

Video Social Media Software Knowledge Base 246

NICE inContact

JUNE 30, 2016

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology.

Contact Center 122

Contact Center Analytics Technology Multi-Channel 122

Second to None

MARCH 29, 2019

In a previous blog , we looked at evidence that points to a strong correlation between customer experience and return on investment. Indeed, understanding this correlation between the two is very important, yet it leads to a new question: How does one actually calculate the ROI of CX?

ROI 86

ROI Measurement Effort Score How To 86

Esteban Kolsky

JANUARY 28, 2019

While my blog was being “reworked” (read: unhacked), I posted in Linked-In about the webinar I did last week with Microsoft. That was the first of a three-webinar series on the challenges affecting customer service these days and for the next couple of years. do you have any ROI examples to share?

Customer Service 112

Customer Service ROI Exercises Course 112

Comm100

DECEMBER 7, 2021

If you’re reading this blog, you’ve likely learned of the benefits of chatbots and now need to choose the best chatbot for your school. (If If you’re still unsure, take a look at the cost-savings of chatbots with this Chatbot ROI Calculator.). All support teams face questions that need a “human touch”.

Chatbots 130

Chatbots How To Measurement Wait Times 130

GetFeedback

JULY 19, 2019

We used to get so excited to talk about the Voice of the Customer (VoC). It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. How to set up your Voice of the Customer (VoC) program for success. Can you start a VoC program without a customer journey map?

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

VDS

JUNE 6, 2023

In today’s digital age, contact centers play a vital role in delivering exceptional customer experiences. As businesses strive to meet evolving customer expectations, adopting a cloud contact center solution has become a strategic imperative. Inquire about the channels supported (e.g., Let’s begin!

Contact Center 52

Contact Center ROI Return on Investment Case Study 52

VDS

JUNE 6, 2023

In today’s digital age, contact centers play a vital role in delivering exceptional customer experiences. As businesses strive to meet evolving customer expectations, adopting a cloud contact center solution has become a strategic imperative. Inquire about the channels supported (e.g., Let’s begin!

Contact Center 52

Contact Center ROI Return on Investment Case Study 52

Pointillist

MARCH 20, 2019

By Swati Sahai The importance of calculating your customer experience ROI cannot be overstated—how will you build, measure and regularly optimize your customer experience efforts if you don’t know the return on your CX investments? Follow the two steps below to calculate CX benefits: Step 1.

ROI 59

ROI Customer Experience Self Service How To 59

Comm100

APRIL 30, 2020

For the agents, working remotely can create more distractions and questions, with less support and motivation – all at a time when they are likely facing queries they’ve never had to answer before. Almost every customer service team is going to be receiving queries they haven’t had to field before and may not even know the answers to.

Knowledge Base 131

Knowledge Base Omni-Channel Self Service Social Media 131

Totango

MAY 28, 2021

It’s been a little over a month since that enthusiastic new customer sailed through the onboarding phase. The customer’s usage rates are low. User adoption is the rate at which your customers are actively using your product. The adoption phase is when your customer begins to integrate your product into their daily workflow.

Strategy 81

Strategy Net Promoter Score Metrics Training 81

Grade.us

MAY 21, 2019

Perhaps it's just another way to describe the process of attracting customer feedback, right? There's a specific cadence in order to manage customer feedback. When customers give you the kind of positive feedback you need to generate a tremendous amount of goodwill in the marketplace. Your customers. Wait, what?

Management 37

Management Advertising Feedback Tools 37

Esteban Kolsky

MARCH 14, 2022

new blog, new posts, and many more to come. now, don’t misunderstand me – saying CX is an evolution of CRM and trying to focus on the balance between customer expectations and business outcomes is commendable — but questions that remain unanswered bothered me. why can’t CRM support this new model?

CRM 60

CRM Guidelines CEM Metrics 60

Esteban Kolsky

MARCH 14, 2022

new blog, new posts, and many more to come. now, don’t misunderstand me – saying CX is an evolution of CRM and trying to focus on the balance between customer expectations and business outcomes is commendable — but questions that remain unanswered bothered me. why can’t CRM support this new model?

CRM 60

CRM Guidelines CEM Metrics 60

Lithium

SEPTEMBER 7, 2021

It has been critical to continue to deliver more value and to create customers for life. And “notably, customer references overwhelmingly praise Khoros’ unique product coaching support.”. Some blog areas are limited to Khoros customers only. Time to start seeing actual ROI on your promoted posts.

Social Media 52

Social Media Metrics Video ROI 52

Bob Hayes

SEPTEMBER 11, 2017

Customer surveys are the foundation of many CX programs. Businesses now have a plethora of data sources to help them understand their customers. The use of these Big Data sources will necessarily impact the type of questions you need to ask in your customer survey. From Do You Measure Customer Satisfaction?

Survey 101

Survey How To Analytics Loyalty 101

Beyond Philosophy

FEBRUARY 10, 2020

We also discussed how your Customer Experience plays into the mix to help you facilitate customer-driven growth. . Business Growth has always been at the heart of the Customer Experience movement. However, business is also all about return on investment (ROI). Where do we get new customers? Customer Driven-Growth.

Meeting 172

Meeting Hospitality Return on Investment Telecommunications 172

NICE inContact

JUNE 14, 2016

I was astonished that they were able to steal customers in such a public fashion, and that the airline I’ve been loyal to didn’t care to fight back to keep me or to even resolve my issue. To many, the end goal of social media is getting lots of page likes or followers without an understanding of the how, why or the ability to calculate ROI.

Social Media 120

Social Media Customer Service Airlines Contact Center 120

Natalie Petouhof

SEPTEMBER 1, 2016

Tweet The phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. Customer care extends far beyond the traditional call center. How to Calculate Social Customer Care ROI.

ROI 45

ROI Social Media Airlines Customer Service 45

CSM Practice

JUNE 6, 2020

However, the health of the recurring revenue is not dependent on new customers only, but also the renewal rate of existing customers. It also allows them to focus on other income-generating processes like expansion or acquiring new customers. It is measured at the end of the subscription period when customers are up for renewal.

Metrics 89

Metrics Measurement Customer Success Trends 89

Comm100

NOVEMBER 5, 2020

Access to information is key to the success of any customer service team, whatever channel you use. For customer service, that means collecting, centralizing, and sorting important information into a well-crafted internal knowledge base. Use this blog post to learn how to create an internal knowledge base in just four easy steps.

Knowledge Base 130

Knowledge Base Omni-Channel Software Policies 130

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Creating customer loyalty starts with an impression that sticks.

How To 143

How To ROI Study Customers 143

Currency Alliance

FEBRUARY 20, 2023

That includes things such as issuing 2% in points on the customer’s birthday, or double the points value if they redeem on distressed inventory – and varying the points value for a whole range of other contextual reasons related to the purchase. Nearly every month, it is the most-read article in our blog.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

SurveySensum

JULY 11, 2023

This delightful experience, my friend, is what we call customer experience (CX). Before we move ahead, let’s understand – What is customer experience? Customer Experience is the overall impression a brand creates in the minds and hearts of its customers. But WHY is customer experience so important?

Brands 83

Brands Customer Experience Effort Score Rewards Programs 83

CustomerSuccessBox

APRIL 19, 2022

Businesses are realizing the power of customer journey mapping to monitor customer experience performance and identify opportunities for improvement. Customer journey analytics is enabling access to tap into the customer behavior across touchpoints and over time to measure the impact of customer behavior on business outcomes.

Customer Journeys 52

Customer Journeys Metrics Analytics Touchpoint 52

SmartKarrot

JULY 22, 2022

There’s no denying the fact that customer education has now become an integral part of every SaaS business. For any SaaS business, customer education is not just about explaining to customers the tough technical details about the SaaS product. But, managing customer education as a core business operation is not enough.

ROI 10

ROI Return on Investment How To Training 10

Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. So, how are leading enterprises using customer journey analytics in the real world?

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

Beyond Philosophy

AUGUST 26, 2021

Customer Experience is having challenges. Unfortunately, the problems are not with the concept of putting the customer at the center of everything you do but instead of people not focusing on the right things and calling it “Customer Experience.” There’s a difference between what customers say and what they do.

Return on Investment 78

Return on Investment Call Center Measurement Customer Experience 78

Toonimo

JULY 9, 2017

In this blog post, we will try to provide readers with valid insight on why online training software can be used as the primary form of training. With an ROI analysis dashboard, companies can see the efficiency of their investments. To solve this, some companies use several training solutions while others use none. What we Learned.

Training 56

Training Software Analytics ROI 56

Thematic

FEBRUARY 19, 2019

Are you feeling discouraged by a lack of buy-in from leadership for your customer experience (CX) strategies? Perhaps your objective is a clear CX focus for the leadership at your company, but no-one seems to support your ideas? Here are the best strategies we’ve come across that will support getting buy in from the top down.

Customer Journeys 54

Customer Journeys Strategy Customer Experience Net Promoter Score 54

Thematic

MARCH 27, 2019

Customer churn can be a nightmare for your business, but controlling it is key to the long-term survival of your business. Because repeat customers lead to higher profits for your business as they are associated with higher sales. Furthermore, a study by the CMO Council reveals that customer churn leads to a 59.9%

Feedback 54

Feedback Study Poor Customer Service Case Study 54

Toonimo

JULY 9, 2017

In this blog post, we will try to provide readers with valid insight on why online training software can be used as the primary form of training. With an ROI analysis dashboard, companies can see the efficiency of their investments. To solve this, some companies use several training solutions while others use none. What we Learned.

Training 40

Training Software Analytics ROI 40