Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

GetFeedback

FEBRUARY 15, 2019

Interested in learning more about your customers so you can improve products, enhance customer experience , and ultimately drive growth? Net Promoter Score is a trusted measure of customer loyalty. It can help companies understand their audiences by quantifying customer sentiment toward products and services.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. It develops organically in response to the decisions, behaviors, and policies of the people in the business. What does a customer service culture look like?

Culture 139

Culture Customer Service How To Policies 139

Retently

JUNE 28, 2022

Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction. Great feedback?

NPS 148

NPS Net Promoter Score Feedback Case Study 148

CustomerSuccessBox

NOVEMBER 2, 2021

A seamless handoff from sales to customer success to implementation is necessary to deliver the promised early value. This is crucial to make your customer’s experience easier. CS professionals must have felt the grunt of a bad transition from Sales to Customer Success. Customer Retention. Onboarding.

Sales 52

Sales Customer Success Communication Customers 52

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

GetFeedback

JANUARY 16, 2019

Some people might say that the secret to a successful customer feedback survey campaign is quantity. While this approach might have worked in the past, the modern customer isn’t eager to take time out of their busy day to take any survey. The importance of collecting great customer data. Keep it short and short. .

Survey 210

Survey Tips Data Metrics 210

inQuba

FEBRUARY 7, 2023

Helping customers achieve their goals so that you can too As an insurance professional you spend a lot of time thinking about your policy holders’ journeys, especially in a business environment that has completely transformed. It’s a good match if you’re there. It sounds obvious but it’s not easy to achieve with legacy methods.

Insurance 52

Insurance Customer Journeys Policies Communication 52

GetFeedback

APRIL 17, 2019

To relieve customers’ hard feelings about problems with some products or services, companies usually choose to improve the customer service skills of their agents. Not entirely, since to get to the point of using your agents’ skills, customers first need to contact your support. But does this work well?

Self Service 255

Self Service Customer Service Multi-Channel CRM 255

Kayako

AUGUST 22, 2019

In our previous post we talked about what customers were expecting from companies they did business with. In this post we will cover the steps you must take as a business to ensure you’re doing everything you can to remain relevant to your customer at each step of their journey. SEO/Organic (Webpages, Blogs).

Customer Experience 141

Customer Experience How To Comparison Effort Score 141

SurveySensum

JANUARY 10, 2024

On a Sunday evening, I was relaxing on my couch, binge-watching my favorite series after a busy weekend. Like many others, this company was passionate about improving its services and relied on customer feedback. Best Days to Ask for Feedback Did you know that Tuesdays are often the most productive days ?

Survey 52

Survey NPS Feedback Tips 52

Vonage

AUGUST 11, 2015

Businesses can pour money into elaborate advertising campaigns, but poor customer service can undo all that hard work instantly. Excellent customer service can be as good (and often better) for your brand than a well-orchestrated PR campaign: get your customers to do the talking for you!

Customer Service 120

Customer Service Contact Center Social Media Multi-Channel 120

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty. Enhance your blog.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

Circular Edge

DECEMBER 13, 2022

Blog Credit: Pamela Pierce, December 7, 2022 (5 Ways to Extract Serious Value from Your Transactional Data | NetSuite). Leverage your historical ERP data to uncover insights that generate value for your customer and business. Business data abounds, but are you taking full advantage?

Data 52

Data Competitive Advantage Multi-Channel Analytics 52

Eptica

FEBRUARY 27, 2019

Date: Wednesday, February 27, 2019 Author: Pauline Ashenden - Marketing Manager 5 books to help you build trust across the customer journey. Author: Pauline Ashenden - Marketing Manager In the fast moving world of customer experience keeping up to date with the latest thinking and ideas is vital. Published on: February 27, 2019.

Customer Journeys 93

Customer Journeys Loyalty Case Study Social Media 93

SurveySensum

JUNE 29, 2023

A company, despite investing heavily in marketing and advertising, struggles to retain its customer base and faces a decline in sales. Well, here’s a startling statistic to ponder: 82% of customers stop doing business with a company due to poor customer service. Sound familiar? Don’t know?

Customer Satisfaction 52

Customer Satisfaction Marketing Exceptional Customer Service Social Media 52

ProProfs Chat

JANUARY 7, 2020

Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . It only takes one bad experience for the customer to swear off your business forever. . Improved customer service. Fast forward to 2020.

Customer Service 112

Customer Service How To Customer Journeys Customer Centricity 112

Natalie Petouhof

SEPTEMBER 12, 2018

Tweet AI and customer service; it’s a hot topic! But when I talk to customers, they say, “ I get there’s something to AI and customer service, but how do I deliver business results and value with AI? ” Or at the very least, spend a lot of money without getting business results. 1) First step?

Self Service 89

Self Service Customer Service Average Handle Time CRM 89

Comm100

NOVEMBER 27, 2017

What is it about the apology that can bring some of the biggest brands and names to their knees, or resurrect brands that seemed as good as gone? Still, customers don’t respond to a non-apology the same way they do a sincere one. rawpixel.com. From Papa John’s NFL apology to Louis C.K.’s The Psychology of the Apology.

Social Media 291

Social Media Video Effort Score Brands 291

Daniel Group

SEPTEMBER 22, 2022

Delivering excellent CX (customer experiences) is imperative for businesses today. And while most companies would say they do just that, most customers beg to differ! However, only 11% of customers agreed that companies do a fantastic job with CX. There are many reasons for this divide.

Measurement 52

Measurement Management Customer Journeys B2B 52

Forcivity Salesforce

JANUARY 18, 2022

Customer experience strategy in 2021 was no different. The COVID-19 pandemic may have ushered in the world of remote work, Zoom chats, and micro subscriptions, and–for the most part– it looks like they are here to stay (including the pandemic). However, this has only increased customer demand, and–as a result–opportunity.

Omni-Channel 59

Omni-Channel Trends Customer Experience Social Media 59

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. Good investors care about the results of your organization. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. We cover: How does customer success work with investors?

Metrics 98

Metrics Customer Success Engagement Effort Score 98

Second to None

AUGUST 30, 2018

Ryan is the Vice President of Strategy and Marketing Services for Elevation Marketing. If you are interested in submitting a guest article to the Second To None blog, please send over your ideas to danielb@secondtonone.com. . Customer loyalty is a term that’s thrown around a lot, but what about employee loyalty?

Social Media 94

Social Media Loyalty Advertising Feedback 94

Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Today, COVID is an excuse for organizations to deliver poor service. Enter, Alex Mead , Chief Customer Service Experience Officer.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. Mike McGuire adds that finding good people is now a challenge, especially in the US, where businesses are competing with remote workers.

Contact Center 52

Contact Center Strategy Call Center Multi-Channel 52

Feedback

NOVEMBER 24, 2016

These are customer comments I found this morning on various retail shopping sites. Managing the Customer Experience. Customer experience today has a lot to do with feelings and emotions. Through customer experience management, you can spur innovation in all key touchpoints where customers have interactions with your company.

Customer Experience Management 133

Customer Experience Management Customer Experience Management Feedback 133

Vonage

OCTOBER 22, 2015

Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0:

Technology 120

Technology Customer Service Gamification Wireless 120

SuiteCX

FEBRUARY 7, 2017

We all know that customer landscape is changing quickly. Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). Customers aren’t your only problem. Reduce your costs on things that customers don’t value.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

SuiteCX

FEBRUARY 7, 2017

We all know that customer landscape is changing quickly. Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). Customers aren’t your only problem. Reduce your costs on things that customers don’t value.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

ProProfs Chat

APRIL 21, 2020

You are reading this blog because you think feedback is important, don’t you? Indeed, after knowing that about 91% of customers don’t complain after a bad customer experience but simply move on to your competitor’s product or service, you can become eager to know what’s on their mind. Well, your search ends here.

Customer Satisfaction 80

Customer Satisfaction Measurement Competitive Advantage Survey 80

Opinionator

JULY 21, 2019

Together these form, ‘ Customer Experience ’. They will send in undercover customers so you can find out everything you need to know about the customer experience, and keep an eye on your staff at the same time. These should cause a business to think twice about a mystery shopping program. Customer Radar Retail Blog.

Return on Investment 69

Return on Investment Retail Feedback Effort Score 69

Natalie Petouhof

DECEMBER 3, 2021

Fast forward to this year, in the wake of the COVID-19 pandemic, and Accenture research shows that, to drive growth, companies must reimagine their entire businesses through the lens of experience. Harness the chemistry of customer and employee experiences. Having to deal with rude or inexperienced service representatives.

Customer Experience 72

Customer Experience Connections Contact Center Customer Journeys 72

Opinionator

DECEMBER 10, 2020

So how to turn customer feedback into great social media and convert this opportunity? This article is NOT about online, web feedback, as this delivers comments way too late for the business to take action. Rather it is about getting real-time on location feedback, and using it to create great social media to elevate a business.

Social Media 59

Social Media Feedback Survey Customers 59

ProProfs Chat

NOVEMBER 9, 2021

Have you ever heard, “Customer Satisfaction isn’t necessary for a business success?”. Because without satisfying the customer’s needs, you cannot offer them a delightful experience, which inevitably results in customer churn and poor revenue generation. What is Customer Satisfaction? Probably not!

Customer Satisfaction 97

Customer Satisfaction Measurement How To Effort Score 97

Service Untitled

SEPTEMBER 17, 2010

Service Untitled The blog about customer service and the customer service experience. According to The Australian , the company now plans to spend $100 million over the next four years to improve their customer service. Brookes also plans to equip 65 stores with 4,000 touch screen registers.

Poor Customer Service 42

Poor Customer Service Customer Service Retail Rewards Programs 42

Opinionator

DECEMBER 10, 2020

So how to turn customer feedback into great social media and convert this opportunity? This article is NOT about online, web feedback, as this delivers comments way too late for the business to take action. Rather it is about getting real-time on location feedback, and using it to create great social media to elevate a business.

Social Media 52

Social Media Feedback Survey Customers 52

Magellan Solutions

AUGUST 14, 2020

Amid all these, the need for efficient and effective customer support remains constant. While customer support is essential in the traditional setting, its role becomes more crucial in e-commerce. If customers are dissatisfied with the product, they can easily rate and leave a review about it for everyone to see. .

e-support 52

e-support Customer Experience Self Service Call Center 52