ViiBE Blog

JANUARY 25, 2021

The Zendesk video call feature uses state of the art WebRTC technology meaning the customer does not have to download any software or plugins, making the process frictionless. Customer service is the cornerstone of a successful business. In fact, 95% of consumers say that customer service is key to their brand loyalty.

CRM 52

CRM Video Case Study Net Promoter Score 52

ShepHyken

SEPTEMBER 7, 2018

If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI. But, even if you’re not going to be reviewed, perform as if you are. – Shep Hyken.

Case Study 82

Case Study ROI B2B Study 82

delighted

SEPTEMBER 8, 2021

We sat down with Michael Bair, SVP of Customer Experience at FIGS to learn how his career learnings helped him build a flourishing CX program at the leading direct-to-consumer healthcare apparel and lifestyle brand for healthcare professionals. Read the full FIGS case study here. Very important.

Customer Experience 93

Customer Experience Net Promoter Score Healthcare Apparel 93

Thematic

APRIL 17, 2024

Customer experience analytics enables you to tailor experiences and offerings to precisely match the preferences of your target audience, outshining competitors who are still making decisions in the dark. Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Customer experience analytics enables you to tailor experiences and offerings to precisely match the preferences of your target audience, outshining competitors who are still making decisions in the dark. Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Customer experience analytics enables you to tailor experiences and offerings to precisely match the preferences of your target audience, outshining competitors who are still making decisions in the dark. Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Michel Falcon Experience

SEPTEMBER 17, 2014

Tony Hsieh (Founder, CEO – Zappos) advocates spending more on improving the customer experience over traditional marketing. Zappos is a case study on how to do this. The ROI of some customer experience initiatives can take 6, 12 or 24 months to come to surface. They think long term.

Customer Focused 167

Customer Focused Customer Centricity ROI Case Study 167

InMoment XI

NOVEMBER 15, 2023

There are four common customer experience analytics metrics: Net Promoter Score (NPS) Net Promoter Score , or NPS, is a widely used metric to measure customer loyalty. It involves a single question: “On a scale of 0 to 10, how likely are you to recommend our product/service to a friend or colleague?”

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324

BirdEye

MAY 13, 2024

It helps you understand what your existing customers feel about your brand, the purchase experience, and the overall product. With this information, you can devise marketing strategies, improve customer experience, and streamline processes in your customer service. View the case study now!

Tools 62

Tools Social Media Multi-Channel Advertising 62

Stella Connect

MAY 11, 2017

Your voice-of-customer (VoC) data collection program is an engine. There’s input (investment) and output (ROI + waste). Your job is to create a sustainable power source with near 100% efficiency (high ROI, minimal waste). Many companies collect a steady stream of customer data. And that’s where the data stay.

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40

Stella Connect

MARCH 8, 2018

WSI was one of the early customers of Stella Metrics, and continues to use the product to measure and improve performance across its customer service and fulfillment operations. Building on the strength of the existing partnership, WSI became one of the first Stella Connect customers after the product launched in 2016.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40

Stella Connect

MARCH 8, 2018

WSI was one of the early customers of Stella Metrics, and continues to use the product to measure and improve performance across its customer service and fulfillment operations. Building on the strength of the existing partnership, WSI became one of the first Stella Connect customers after the product launched in 2016.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40

Thematic

MARCH 27, 2019

Delays cause frustrations for customers and thus opt to shift to other businesses with faster response rates and may never return. Poor Customer Service. Customers point out poor quality service as one of the major reasons they churn a business. Winning Long-Term Loyalty and Predicting Customer Churn.

Feedback 54

Feedback Study Poor Customer Service Case Study 54

ChurnZero

DECEMBER 20, 2019

Leading CS practices are looking for ways to actualize the value proposition into their playbook and maturity model so there is an execution path and narrative for driving ROI and expansion. . . Companies apply the golden rule of business to customers and employees. . Bri Adams , Customer Success Manager , ChurnZero .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Retently

AUGUST 22, 2018

While there’s a high competition in the aviation sector, it’s ripe for disruption, as customers are now ready to pay a premium for availing better services. Why do Airlines Have Low Customer Satisfaction Ratings. Satmetrix NICE 2018 NPS Benchmark by Industry. Competitive NPS Analysis in the Industry.

Airlines 92

Airlines Customer Satisfaction NPS Net Promoter Score 92

delighted

AUGUST 9, 2019

Along with the examples above, written or video case studies are another way to capture social proof and relay it to your market. What particular feature made you want to buy our product or service? It’s important to remember that the customer testimonial must align with the message of the page you are placing it on.

Marketing 50

Marketing Social Media Net Promoter Score Effort Score 50

Kustomer

DECEMBER 31, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Annette Pedroza to learn about building a customer centric culture. In doing so, Annette has figured out three of the most impactful methods that make the biggest difference in customer satisfaction.

Customer Centricity 59

Customer Centricity Culture Leadership Effort Score 59

Thematic

JANUARY 27, 2019

Last month, I had the pleasure to speak with Jeff Toister (CPLP, Author of “The Service Culture Handbook”) on his webinar on how to improve customer service with unstructured data. Let’s look at does unstructured data actually include, how does one approach the analysis to ultimately improve customer service.

Data 59

Data Customer Service How To Contact Center 59

NobelBiz

MAY 21, 2024

While the role of call centers is crucial in customer service, companies often choose between inbound and outbound call centers. An inbound call center primarily handles incoming calls from customers seeking assistance, information, or support. Evaluate Resources Budget: Balance setup and maintenance costs with potential ROI.

Call Center 52

Call Center Contact Center Effort Score Average Handle Time 52

Thematic

MARCH 27, 2024

A focus on customer acquisition often overshadows the vital task of retention. A shocking 66% of consumers end relationships with companies due to poor customer service. This highlights a disconnect: Customers crave positive experiences, yet businesses sometimes must listen proactively. The consequence?

Effort Score 62

Effort Score Analysis Feedback Net Promoter Score 62

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Coach your service team strategically.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

SurveySparrow

MARCH 9, 2024

Notable Features of SurveySparrow The reputation management feature consolidates customer reviews from all review platforms. This way, you can track and manage customer feedback in one place. Understand customer pulse with NPS®, CSAT, and CES surveys. In a way, they are closer to the Voice of customers (pun intended).

Tools 52

Tools Voice of Customer Touchpoint Social Media 52

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

SurveySensum

SEPTEMBER 8, 2023

This demonstrates that by reducing customer churn and enhancing overall customer relationships, companies can save lost revenue and boost customer spending. NPS also helps companies identify areas where they might be making short-term gains at the expense of customer satisfaction, which could harm long-term profitability.

NPS 52

NPS ROI Social Media Effort Score 52

LiveChat

OCTOBER 13, 2017

For example: reduced churn , enhanced customer satisfaction and increased revenue. But happy customers also mean happy employees (and their bosses). The more satisfied customers you have, the easier the job of customer service agents. The same should be with the customer experience vision.

Customer Experience Management 57

Customer Experience Management Customer Experience Management Social Media 57

Confirmit

DECEMBER 5, 2018

Defining metrics that enable you to evaluate accurately the health of your customer relationships. To measure Customer Success we often look at renewal rates, up-selling opportunities, etc. But actually metrics like the Net Promoter Score (NPS)®, Customer Effort Score® or Overall Customer Satisfaction are also crucial.

Customer Success 40

Customer Success Effort Score Touchpoint Metrics 40

SmartKarrot

DECEMBER 7, 2020

Apply here: [link] Role: Director of Customer Success Location: New York, United States Organization: Hunter (IRC Israel) As a Director of Customer Success, you will build and maintain strong, long-lasting client relationships that drive customer loyalty. Build case studies highlighting success with customers.

Customer Success 10

Customer Success Case Study NPS Culture 10

SmartKarrot

OCTOBER 12, 2022

Customer account journey for B2B organizations can help with this. . The B2B customer experience is affected by various touchpoints throughout the customer account journey. When developing your customer service and marketing strategies, it is crucial to comprehend this complexity.

B2B 10

B2B Customer Journeys How To Net Promoter Score 10

Bold360

DECEMBER 1, 2016

Customer experience (CX) software helps companies gain valuable insight into their audience’s mindset to tailor products, services, and support to customers’ needs and expectations. Meet Our Panel of Customer Experience and Customer Service Leaders: Nicholas J. CRMs are under-utilized for customer retention.

Software 40

Software Customer Experience Company CRM 40

Natalie Petouhof

SEPTEMBER 3, 2015

Data on customer engagement, purchases, system usage, customer demographics, and customer sentiment in the form of Net Promoter Scores (NPS) and surveys all feed into the Bluenose engine. The key capabilities of Bluenose’s account management system include: 360-degree view of the customer account.

Customer Success 40

Customer Success Net Promoter Score Management Sales 40

TechSee

JULY 14, 2021

Customer service capabilities have recently taken a giant leap forward with the launch of Eve Cortex , the world’s first Computer Vision AI platform that empowers enterprises to custom-build their own visual AR Assistants with a few clicks. John Caroll , CEO at Service Council, an industry leader in customer service.

Self Service 207

Self Service B2B Video Contact Center 207

CustomerSuccessBox

NOVEMBER 24, 2021

Poor customer service, etc. It is at that stage that customers start seeing value in your offering. These reasons give a glimpse of why creating and proving customer value is extremely important. ROI of Customer Value. A sure shot way to prove value to customers is to quantify it. Maintenance costs.

ROI 52

ROI Poor Customer Service Social Media Net Promoter Score 52

Currency Alliance

FEBRUARY 10, 2020

It also rewards customers with points for participating in product reviews – providing valuable feedback data – and the opportunity for customers to earn on non-purchase touchpoints. As a result, the supermarket’s NPS has gone up and up. The flybuys program, operated by Australia’s Coles’ supermarket, makes a good case study.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

Confirmit

MAY 29, 2018

Evaluate the impact of these improvements on your customer metrics, like NPS®, as well as your business KPI’s, like revenue, costs and churn. How Do You Build a Voice of the Customer Program? Case study. Amadeus: Delivering an Exceptional Customer Experience. Contact Us.

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40

Eptica

JULY 2, 2019

Brands have to focus on taking new approaches that go beyond simply running customer experience surveys or measuring through basic metrics such as NPS. This highlights the seven areas that brands should look at if they want to gain real ROI from VoC : 1. 11 Tips to Ensure You Achieve ROI from Your VoC Program.

Net Promoter Score 62

Net Promoter Score ROI NPS Return on Investment 62