Lumoa

MARCH 9, 2023

Customer feedback is a direct line to how your consumer base feels about your business and its products. It’s invaluable information that enables you to address problems, make changes where necessary, and give your customers more of what they love. What are the types of customer feedback?

Feedback 208

Feedback Strategy Survey Customers 208

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. But what mix of live agents versus AI is best for your business? And how do offshore solutions, interpreters, and texting play a role? But what’s the best approach?

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Comm100

JUNE 25, 2020

Before devoting her work full time to technical writing, she managed—among other intriguing things—to serve as a lead programmer at an Inc. You can find her on LinkedIn. It all begs one question, “How do customer service agents speak to customers during these sensitive times?”. Making It About You.

Customer Service 130

Customer Service Social Media Policies Consumers 130

Lumoa

APRIL 21, 2022

Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. What will your answer be? Believe me, I’ve been there.

How To 208

How To Self Service Banking Customer Satisfaction 208

Lumoa

MAY 9, 2023

In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. As a result, organizations can boost customer satisfaction and loyalty, paving the way for sustained revenue growth. You may be wondering how sentiment analysis can truly make a difference in your organization.

Analysis 208

Analysis Feedback Customer Experience Customers 208

Comm100

OCTOBER 25, 2017

Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around the internet.

Customers 312

Customers Customer Service Ecommerce eBook 312

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Customer Success 99

Customer Success Tips Self Service Customer Journeys 99

GetFeedback

APRIL 8, 2019

And let’s be honest, that doesn’t improve the customer experience. In fact, 60-70% of B2B marketers admit they don’t understand their buyers, which is exactly what buyer personas are designed to do. Instead, try these deep audience research methods to uncover who your audience truly is and what they want.

Customer Journeys 207

Customer Journeys Analytics B2B Social Media 207

GetFeedback

FEBRUARY 10, 2020

We kicked off our Customer Experience (CX) Ambassadors Program in January featuring an interview with Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. Q: Graham, how did you find yourself working in the customer experience space? . I didn’t intend to be in the CX industry.

Self Service 218

Self Service Hospitality Survey Effort Score 218

BirdEye

NOVEMBER 15, 2023

For local businesses and brands, effectively leveraging Google’s suite of products presents a major opportunity to attract and retain customers. AI can help businesses engage customers, automate operations, and improve employee efficiency. First up, I wanted to introduce Uday Ghatikar, the field CTO of Google.

Brands 111

Brands Data Technology Consumers 111

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Author: Anne-Claire Bellec - Marketing Director As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned.

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89

ChurnZero

DECEMBER 29, 2020

Like a box of chocolates, you never know what you’re gonna get during life in the pandemic. 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.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

Beyond Philosophy

AUGUST 20, 2020

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. .

Study 348

Study Transportation Survey Technology 348

SuiteCX

JANUARY 13, 2020

It was really a fascinating class – smart and discerning. How complex do our maps need to be to get something out of them? How complex do our maps need to be to get something out of them? Do B2B and B2C maps really differ? Let’s talk about the customer layer (front stage) first.

Customer Journeys 189

Customer Journeys Omni-Channel B2C Multi-Channel 189

BirdEye

OCTOBER 25, 2023

The easier it is for customers to find you and assess your reputation, the higher your conversion rate will be. This blog post gives you an overview of a panel discussion on mastering online listings for your business. This blog post gives you an overview of a panel discussion on mastering online listings for your business.

Tools 105

Tools Strategy Marketing Trends 105

ShepHyken

FEBRUARY 15, 2019

From stock management to sales reports, customer loyalty, and much more, a POS system streamlines your efficiency in ways that pen and paper just can’t. Something you should think about when shopping for a POS is how it’ll impact your staff’s performance. It helps them manage stock.

e-support 88

e-support Retail System Sales 88

BirdEye

OCTOBER 16, 2023

Knowing how to help your clients better has an incredible role in how you do business, significantly when growing your agency. As much as possible, agencies must utilize all the products in Birdeye’s suite and add value to their clients. Be creative in engaging with customers post-sales to keep the relationship strong.

Omni-Channel 64

Omni-Channel Multi-Channel Social Media Communication 64

ChurnZero

NOVEMBER 18, 2022

As a Customer Success leader, do you find yourself watering down your budgetary requests? It can be intimidating to ask for what you need, especially in the face of a recession. You might worry about coming off as demanding, or incompetent at making do with what you already have.

Customer Success 98

Customer Success Leadership Customers Sales 98

Kustomer

JANUARY 19, 2023

In this episode of the Customer Service Secrets podcast , Gabe Larsen is joined by Steven Maskell , Vice President of Customer Experience at Zones , to discuss how to use customer experience data analytics to create a personalized, data-driven customer experience. There are great relational databases out there.

Data 98

Data Customer Experience Customer Journeys Analytics 98

BirdEye

MAY 4, 2023

There are some listing and review sites out there that can have a significant impact on your business. Home professionals represented on Houzz with positive customer reviews tend to have more credibility with potential customers. Table of contents What is Houzz? Tips to get more Houzz reviews Is Houzz a legit service?

Tips 96

Tips Social Media Resources Feedback 96

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

BirdEye

NOVEMBER 28, 2023

A popular restaurant group, dishing out great meals for over two decades, was worried that its hard-earned reputation might take a hit if it couldn’t dig into its guest sentiments. The company was struggling with a manual, labor-intensive process of managing its online reputation until it found a solution that marked a significant turnaround.

Industry 59

Industry Management Healthcare Hospitality 59

Gainsight

OCTOBER 17, 2023

Customer Success professionals are under more pressure than ever. Manage more accounts. Secure more renewals and customer expansion opportunities. Drive product engagement through the roof. They want to scale, but they don’t want the extra headcount—or salaries—that come with it. What’s a Needs Assessment?

Resources 52

Resources How To Video Course 52

ReviewTrackers

AUGUST 24, 2020

There is a vital shift happening in the business world: a growing class of savvy, empowered consumers are demanding more options, fairer prices, and better interactions across the entire customer journey. As a result, businesses across a wide range of industries are being compelled to adopt a more customer-centric approach.

Customer Experience 124

Customer Experience Multi-Channel Social Media Touchpoint 124

customer sure

NOVEMBER 11, 2014

In the last few weeks you might have noticed that we’ve changed course on our blog strategy. Because it turned out that targeting keywords and increasing frequency was too blunt an instrument, however authoritative the material. People whose businesses are thriving on great customer service. Our initial blogging strategy.

Strategy 91

Strategy Resources Feedback Metrics 91

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. Listen to your Customers – It’s Worth the Effort.

How To 143

How To ROI Study Customers 143

BirdEye

MAY 30, 2023

Taking a hard and closer look at how you stack up to your competitors will help your company improve and grow. In this article, we’ll tell you how to use competitive benchmarking to improve nearly every aspect of your business. Table of contents What is competitive benchmarking?

Social Media 98

Social Media Analysis Metrics Advertising 98

Beyond Philosophy

AUGUST 12, 2020

Traditional journey mapping is what a customer is doing, but is missing a few things. It gives you a rational customer process, meaning an account of how they move through your experience from point A to point B, but no insight into how people behave as customers and why they do what they do. .

Customer Journeys 187

Customer Journeys Hotels Net Promoter Score Exercises 187

Gainsight

DECEMBER 27, 2019

We’ve released some amazing new Gainsight PX features , put on the best Pulse conference to date, and supported the customer-centric community with an ever-growing content library. With 2020 just around the corner, now is the perfect time to catch up on Gainsight’s top product experience blog posts of 2019.

Roadmap 97

Roadmap Metrics Feedback Conference 97

Doing CX Right

SEPTEMBER 19, 2020

Who owns customer service? You finally find that perfect product, a new laptop, home fitness equipment, or maybe a gift for your partner on a big anniversary. It isn’t what you expected. Clearly you are unhappy—or, really, irate—so, what do you do? Know what you want. So disappointing.

Customer Service 126

Customer Service Strategy Social Media Customers 126

Stella Connect

JANUARY 26, 2022

Listen up, managers. Customers know in an instant if your agents will meet and exceed their expectations , and all it takes is one bad experience to lose them. As a result of a high-performing customer service team, your brand will establish a reputation for quality service that keeps customers coming back.

Customer Service Training 96

Customer Service Training Training Tips Customer Service 96

Kustomer

APRIL 21, 2022

Listen and subscribe to our podcast: Have you ever considered the importance of turning customers into forever fans, a.k.a It’s widely known that some of the best growth comes from word of mouth marketing, which naturally occurs when customers suggest your products to others in their close circles. brand ambassadors?

Social Media 98

Social Media Brands Loyalty Marketing 98

BirdEye

OCTOBER 12, 2023

Unfortunately, finding the right survey respondents can be challenging for many business owners. If you’re on the hunt for customer opinions, you need to target the correct audience — one that will be fair but honest. And knowing where and how to find that audience is key. Table of contents What are survey respondents?

Survey 59

Survey How To Social Media Net Promoter Score 59

SurveySparrow

JANUARY 29, 2024

Guess how much time it can save! This blog will focus on four types of AI survey questions that will help you get precise customer data. Let me clear it out straight away. And it’s a paradigm shift in how we collect and analyze data. How does it work? Did you get what I meant?

Survey 52

Survey Data Analysis Trends 52

BirdEye

MAY 22, 2023

Your happy customers and loyal fans are a great source of new leads. Consider using a customer referral program template to boost your company’s word-of-mouth advertising and make the most of every positive customer experience. In this blog, we’ll explore referral template strategies and share examples.

Examples 96

Examples Strategy Social Media Advertising 96

BirdEye

APRIL 19, 2023

You’ve worked for years for a big company, but it’s just not the career you want. It’d be great to work for yourself, but how do you go about finding a small business idea that actually works? But first, let’s go over what makes a small business idea worth pursuing. We’re here to help.

Social Media 97

Social Media Consulting Ecommerce Financial 97