Kustomer

JANUARY 2, 2024

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view n customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands. You’re going to hear all of this.

Customer Service 105

Customer Service Wait Times Airlines Social Media 105

NICE inContact

NOVEMBER 1, 2019

Anyone who watches the news knows what Amy and her team face in the way of natural disasters from forest fires to hurricanes and beyond. During the Woolsey fire response and recovery periods, the 211 LA County team handled more than 7,000 calls and made 15,000 referrals.

Management 136

Management Healthcare Contact Center Retail 136

ShepHyken

MAY 19, 2017

Berk about the importance of responding quickly to customer comments and reviews. Ask your customers to post online reviews. When providing customer service, speed saves relationships. When a customer writes a complaint online, review, tweet, post, etc., But only 8% of customers believe they are. don’t ignore them.

Social Media 73

Social Media Customer Service Consulting Customer Experience 73

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. 9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. Check out this post to see if you’re inadvertently sending subliminal negativity to your customers.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

ShepHyken

OCTOBER 19, 2018

For example, algorithms are able to digest complex customer data and provide relevant content to individuals at the right time. For example, algorithms are able to digest complex customer data and provide relevant content to individuals at the right time. So, how is AI changing customer experience?

Customer Service 111

Customer Service e-support Chatbots Automotive 111

ShepHyken

JANUARY 12, 2018

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. Customer service designs that are remarkable get talked about. And getting talked about in this light is a great thing, right? No question.

Customer Service 95

Customer Service Policies Customers Customer Experience 95

Steve DiGioia

APRIL 5, 2021

If you follow my blog, like me, you have a passion for customer service and enjoy finding new and exciting ways to WOW your customer. If we come across a coworker who responds negatively to a customer’s need, we should call them out on it. They’re tired of dealing with years of B.S. But that’s where the problem lies.

Customer Service 246

Customer Service Customers Meeting Company 246

Experience Investigators by 360Connext

NOVEMBER 19, 2014

“I love what you say about caring about your customer’s experience! We get it when we’re customers. We know the dread we feel when we need to make a customer service call over a problem with billing. We are told to focus on our small piece of the customer puzzle. People are funny.

Customer Service 257

Customer Service Company Customer Relationship Management Hospitality 257

Beyond Philosophy

JUNE 11, 2021

In my early career, I never thought I could fire a customer. I felt like if a customer wanted to be a customer, I should let them. Now, I believe that the customer relationship goes both ways and customers that aren’t treating your organization or employees well should get sacked.

Net Promoter Score 99

Net Promoter Score Airlines Resources Banking 99

NICE inContact

MARCH 28, 2019

million inbound interactions annually—everything from product questions from customers to queries from large retail partners. In its local service centers, though, the customer experience was lacking. But Valvoline knew it could make big gains if it could raise the bar on customer experience. to 5 dollars on every dollar spent.

Self Service 140

Self Service Automotive Contact Center ROI 140

SaleMove

JANUARY 20, 2021

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches. Who’s responsible to oversee the bots?

Virtual Agent 98

Virtual Agent Contact Center Management How To 98

Chadwick Martin Bailey

DECEMBER 30, 2015

We run this blog a little differently than other corporate blogs. Before we blast into 2016, we wanted to reflect on our blog this past year by taking a second look at some of our favorite posts: This year, we launched a market research advice column— Dear Dr. Jay. Heidi Hitchen did just that in her blog post this year.

Analytics 52

Analytics Consumers Analysis Consulting 52

Beyond Philosophy

JANUARY 13, 2022

Customer relationships have to be win-win. There is a process, and today we will look at when and how you should sack a customer. . Robert, who works in software development, has a pickle from time to time with annoying customers. Robert, who works in software development, has a pickle from time to time with annoying customers.

Effort Score 78

Effort Score How To Customer relationships Contact Center 78

GetFeedback

NOVEMBER 20, 2019

These days, businesses are investing more in perfecting the customer experience. . We are in a customer-centric economy, where customer opinion is held at the highest standard of value. That’s why collecting customer feedback is more important than ever. . Why social media is a gold mine of customer feedback.

Social Media 284

Social Media Feedback Chatbots Survey 284

CX Accelerator

APRIL 1, 2022

After service had been restored, I got a call from a customer. It just so happened to be from a customer to whom I had issued a service credit just a day earlier in hopes of restoring his confidence in our company. When I began to make my offer, the customer responded with something like: “Look. I can remember it well.

Tips 266

Tips Contact Center Communication Connections 266

NICE inContact

SEPTEMBER 13, 2019

They might catch a few calls a day where the agent forgot to give a Mini Miranda, did not verify they were speaking to the right party, or forgot to inform the customer they were being recorded – but the nature of sampling means they are going to miss reviewing most interactions. With contact center analytics , help is on the way.

Contact Center 136

Contact Center Call Center Analytics Trends 136

Optimove

OCTOBER 31, 2023

Part 1 of this series set the stage for lotteries to get ready and be set to fire effective marketing messages. Of course, recommended promotional strategies change based on each player lifecycle stage (LCS). Conversely, as an example, a Reactivated player can be enticed with a welcome-back offer and active balance and jackpot reminders.

Marketing 52

Marketing CRM Strategy Examples 52

Experience Investigators by 360Connext

DECEMBER 17, 2014

Customer experience is more than a full-time job. As we face the new year, I thought it would be fun to give you 15 ideas that might help you rock 2015 in a rapid fire way. As we face the new year, I thought it would be fun to give you 15 ideas that might help you rock 2015 in a rapid fire way. It’s more than a project.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Daniel Group

APRIL 12, 2022

Top 3 Customer Experience Building Blocks to Grow Your Business! My last blog , Three Tips to Fire Up Your Customers to be Your Best Sales Force!, included how to encourage your customers to be a vital part of your B2B company’s sales and marketing. The question they all had was, “just how significant?”

Customer Experience 103

Customer Experience Banking B2B Measurement 103

NICE inContact

MARCH 26, 2019

Most contact centers share a goal of delivering excellent customer service. Disjointed policies, processes, technology and practices can all be obstacles en route to excellent customer service. Stage one — Customer-Negligent: An organization that fails to value customers as vital assets and doesn’t consider CX a priority.

Customer Experience 152

Customer Experience Contact Center Policies System 152

AskNicely

OCTOBER 6, 2017

Introducing an all-new, weekly series on the blog called “Ask Abby Nicely”, where customer success manager Abby Castro answers your most pressing NPS questions every week. ” So you do what we all did when we heard about net promoter score, we fired up the Google machine and asked, “WTF is NPS?”

NPS 150

NPS Net Promoter Score Tools Measurement 150

Michel Falcon Experience

FEBRUARY 12, 2020

Since operating michelfalcon.com, writing blog posts and producing videos, I’ve had many people ask for advice on how to manage a relationship with their manager. Since operating michelfalcon.com, writing blog posts and producing videos, I’ve had many people ask for advice on how to manage a relationship with their manager.

Meeting 97

Meeting Employee Engagement How To Communication 97

NICE inContact

JANUARY 30, 2018

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? Winter storms, hurricanes, flooding, fires–with a native cloud solution, the flexibility to deal with such disasters is virtually “built-in”.

Contact Center 186

Contact Center System Self Service Omni-Channel 186

CX Journey

MAY 29, 2019

It appeared on their blog on June 14, 2018. If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to look at is your company’s culture. This is a modified version of a post I originally wrote for CallidusCloud. What is culture ?

Culture 145

Culture Employee Experience Leadership Customer Experience 145

NICE inContact

DECEMBER 11, 2018

Even in customer service (where manners are paramount), it never hurts to be reminded. My favorite customer service best practice? My favorite customer service best practice? Not only does a smile help to form the customer’s first impression of the agent, it can be disarming – especially if the caller is agitated.

Contact Center 123

Contact Center Tips Knowledge Base Interaction 123

GetFeedback

AUGUST 14, 2019

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). The score is solid. out of 100.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

SaleMove

JANUARY 20, 2021

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches. Who’s responsible to oversee the bots?

Virtual Agent 52

Virtual Agent Contact Center Management How To 52

GetFeedback

AUGUST 29, 2018

If you use Net Promoter Score (NPS) to keep tabs on customer happiness, then you know how painful a low score can feel. While NPS is a valuable customer experience metric , it also opens you up to a lot of criticism from detractors, or customers who give you a score of 6 or below. Is this a quick fix or a bigger problem?

Net Promoter Score 223

Net Promoter Score NPS Feedback Survey 223

Blake Morgan

FEBRUARY 22, 2023

Look no further than a customer experience keynote speaker like Blake Morgan to share a motivating and engaging message about how and why to make customers central to every business decision. If you want to jumpstart CX efforts across your company, there’s no better way than a customer experience keynote speaker.

Customer Experience 105

Customer Experience Customer Centricity Case Study Contact Center 105

Vonage

SEPTEMBER 8, 2017

Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes. It’s therefore not surprising that many businesses have concerns about social media customer service.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

NICE inContact

SEPTEMBER 11, 2018

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. In an environment where customer expectations are rapidly evolving, and flexibility is key to survival, cloud platforms have set new standards for engagement and satisfaction.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). In this blog post, we’ll answer all these questions and more.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Gainsight

MARCH 1, 2024

In the dynamic landscape of Customer Success (CS), where relationships and outcomes intersect, the voices of female leaders are increasingly shaping the trajectory of the industry. In this blog, we asked four remarkable female leaders in CS about their predictions and foresight into the future of this pivotal field.

Customer Success 59

Customer Success Chief Customer Officer Customers Metrics 59

Totango

FEBRUARY 1, 2021

Custom notification actions in SuccessPlays. Additionally, for tasks, you can now fire milestone celebrations, notifications, and alerts. The post Product Update – Welcome to Auckland, New Zealand appeared first on Best Customer Success Blog | Trends & Articles for Enterprise Growth. Auckland, New Zealand.

Touchpoint 62

Touchpoint Feedback Trends Engagement 62

Totango

JUNE 8, 2021

From there, we decide which customer journey we put them down. . . So, it’s important to use your underlying data so that you know what the customers are doing, where they are in their journey and what they need at that time. What are some of the strategies you have used to improve open rates? along the way to engage them.

Customer Journeys 117

Customer Journeys Exercises Communication Engagement 117

One Millimeter Mindset

AUGUST 23, 2018

Do you have a customer retention scorecard? Any of the plethora of scoring systems which measure customer satisfaction and loyalty. And your own performance is measured and compared with the ratings customers provide on a quarterly basis. Customer retention matters when it is time to renew that contract. End of story.

Customer Retention 133

Customer Retention Sales Measurement Loyalty 133

Experience Investigators by 360Connext

DECEMBER 11, 2014

Unfortunately, all that passion doesn’t translate to a sustainable customer experience strategy. Here are some ways entrepreneurs typically fail at customer experience: 1. Customer experience is not part of their mission. This inevitably leads to problems and customers disappear. They need customers.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272