Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low? Learn More about the role of AI in CX.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. The customer calls it “shopping elsewhere.”. The customer sees it as wait time. Try it and see. #cx

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

BirdEye

OCTOBER 5, 2023

These could include metrics like brand awareness, brand loyalty, customer satisfaction, and perceived brand value. Regularly measure and analyze these metrics to gauge brand perception. Social listening tools It monitors online conversations about your brand.

Examples 62

Examples Measurement Brands How To 62

SuiteCX

OCTOBER 4, 2017

Everyone is talking about customer experience and most companies have NPS (net promoter scores) and CSAT (Customer Satisfaction ) scores , but don’t confuse this with making CX a business priority for your company. Do not under estimate how long it will take for the culture to adapt.

Customer Journeys 100

Customer Journeys Customer Experience How To Net Promoter Score 100

SuiteCX

OCTOBER 4, 2017

Everyone is talking about customer experience and most companies have NPS (net promoter scores) and CSAT (Customer Satisfaction ) scores , but don’t confuse this with making CX a business priority for your company. Do not under estimate how long it will take for the culture to adapt.

Customer Journeys 100

Customer Journeys Customer Experience How To Net Promoter Score 100

BirdEye

JUNE 16, 2023

Instead, use brand surveys to learn what customers actually think about your brand. Brand surveys enable businesses to: Ask them targeted questions about brand awareness, customer satisfaction , and the overall brand experience. What to include in your brand perception survey?

Survey 98

Survey Brands Strategy Social Media 98

delighted

SEPTEMBER 20, 2019

Companies that proactively incorporate support feedback into their overarching CX strategy create a culture of empowerment throughout their support team. Moreover, incorporating feedback collected by your customer service team can lead to some impressive quantifiable results: Average handle time decreases. NPS surveys.

Self Service 45

Self Service Customer Experience Customer Service Net Promoter Score 45

Stella Connect

JANUARY 4, 2022

If you seize the opportunities group training affords, you’ll go a long way toward building a more cohesive, customer-centric call center culture—something that will shine through in every customer interaction. Here’s how to start laying that new cultural foundation, brick by brick. Emphasize hands-on learning.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

delighted

MARCH 29, 2019

Some common goals for customer experience surveys are: Benchmarking customer experience metrics. Determining employee or customer satisfaction for retention. Testing branding decisions. Customer Satisfaction Surveys. An example of a templated NPS survey with the rating scale.

Survey 48

Survey Feedback Tips Net Promoter Score 48

delighted

MARCH 29, 2019

Some common goals for customer experience surveys are: Benchmarking customer experience metrics. Determining employee or customer satisfaction for retention. Testing branding decisions. Customer Satisfaction Surveys. An example of a templated NPS survey with the rating scale.

Survey 47

Survey Feedback Tips Net Promoter Score 47

SurveySparrow

MARCH 9, 2019

The fact that you take the time to improve your customer’s experience using tools, strategies and other major changes will eventually produce results. This will also create a culture where you are proactively looking for methods to up the ante by innovating and following good practices. Increases brand value.

Brands 81

Brands Customer Experience How To Net Promoter Score 81

Stella Connect

APRIL 17, 2018

If you seize the opportunities group training affords, you’ll go a long way toward building a more cohesive, customer-centric call center culture—something that will shine through in every customer interaction. Here’s how to start laying that new cultural foundation, brick by brick. Focus on agent empowerment, not limits.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Stella Connect

SEPTEMBER 22, 2017

In 2017, The Values Institute ranked Southwest, Marriott, and Hilton among the top five most trusted brands based on five “C-Trust” variables: consistency, competence, candor, concern, and connection. So how can you set yourself up for customer service success in Q1 2018 and throughout the year?

Travel 40

Travel Customer Service Contact Center Self Service 40

Stella Connect

APRIL 17, 2018

If you seize the opportunities group training affords, you’ll go a long way toward building a more cohesive, customer-centric call center culture—something that will shine through in every customer interaction. Here’s how to start laying that new cultural foundation, brick by brick. Focus on agent empowerment, not limits.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

Ian Williams

MARCH 19, 2020

A cultural commentary on America. So, for customers…. Christopher: And that’s cultural, it’s not everywhere. It’s a cultural thing in some of those areas. The large advertising agency, brand agency, one of the biggest in the country saw that as a threat. The Simpsons, every time. Ian: Oh really?

Leadership 52

Leadership Consulting Financial Video 52