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. The impact of bilingual support on the customer experience cannot be understated. So, of course, we’re biased. But what mix of live agents versus AI is best for your business?

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

InMoment XI

NOVEMBER 23, 2021

This once a year occasion means customers are looking for the perfect gift for someone special—and the best deals they can find for the best and most luxurious products on the market. Here are three elements for luxury retail brands’ to consider when closing the gap and delivering that premium level customer journey !

Retail 529

Retail Customer Journeys Touchpoint Brands 529

Experience Investigators by 360Connext

APRIL 2, 2024

Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one! Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. And why do they matter for customer experience teams?

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

Zeisler Consulting

DECEMBER 7, 2020

One of my Five Principles of Good CX is Communication. You can screw a lot of things up with your Customers and they’ll still forgive you, but if you’re keeping information from them or leaving them in the dark, there’s really little excuse. With all the disruption of travel this spring, I’m not alone in having had to cancel flights.

Communication 93

Communication Airlines Course Travel 93

Comm100

JUNE 30, 2016

Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customer service as a ‘true test’ of how much a company values them.”

Customer Service Training 139

Customer Service Training Course Training Customer Service 139

InMoment XI

NOVEMBER 21, 2022

Many companies underestimate the value of customer trust and loyalty when it comes to driving higher revenue growth. It might sound counterintuitive, but convincing existing customers to return is more important than gaining new ones. In fact, returning customers spend 67% more than first-time buyers. Let’s jump right in!

Loyalty 260

Loyalty How To eBook Social Media 260

Vonage

MARCH 26, 2018

Last year, Amazon announced that it employs 45,000 robots across 20 fulfillment centers; Yobot the robot ensures customers enjoy conversation-free service at Yotel’s pod hotel in New York; and "chatbots" continue to help businesses deliver everything from online banking to checking in for flights. The rising cost of poor customer service.

Interaction 159

Interaction Self Service Poor Customer Service Hotels 159

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. These elements, and others, are still significant today, of course. Where and how they take place has changed, of course. Where and how they take place has changed, of course. Let’s get started.

Retail 236

Retail Net Promoter Score Strategy Customer Experience 236

InMoment XI

OCTOBER 28, 2021

In my last post, we discussed the difference between interactions, engagement, and customer experience. Now, I’d like to dive deeper into customer experience and the role everyone in your organization plays in delivering that experience. You heard me right: not one department owns the customer experience—it’s every department!

CRM 493

CRM Airlines Government ROI 493

CX Accelerator

MAY 25, 2022

Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. When you do reach out, you want to know that you’re in good hands and that an answer or resolution to your issue is waiting at the end of that interaction. Your company will choose which channels to configure for customers to reach out.

Self Service 316

Self Service Social Media Knowledge Base Contact Center 316

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. It is no longer a competitive advantage but a necessity.

Customer Experience 208

Customer Experience Strategy Self Service Chatbots 208

CSM Magazine

SEPTEMBER 13, 2022

If you do not adequately train your employees in customer service, it could bring many problems to your business. By giving the team detailed information about your products or services and setting a standard, your employees will become more productive and efficient in advising customers and solving issues.

Communication 52

Communication Customers Course Customer Service 52

Ecrion

APRIL 15, 2020

Yet how are you going to accomplish this task without setting up the right channels of communication? The truth of the matter is that your customers will have different preferences. From a customer segment that prefers talking through a screen to another that will want direct human interaction, it truly varies.

Communication 74

Communication Social Media Knowledge Base Chatbots 74

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric. What Is Customer Experience? Leaders invested in CX spend time in a cycle of action.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

NobelBiz

JULY 31, 2023

In today’s rapidly-evolving business landscape, call queuing stands as a paramount component for efficient customer communications. This advanced mechanism not only ensures customers are catered to promptly but also streamlines business operations. What is Call Queuing?

Communication 52

Communication Call Center Wait Times Contact Center Software 52

Gainsight

MARCH 25, 2020

Companies, as well as their employees, are learning to adapt to the new normal of working from home, the economic fallout from the crisis, the business impact to their customers—the list goes on. My teammates and their families are going through the same issues, and our customers are feeling the financial impact of business uncertainties.

Communication 143

Communication Fashion Hospitality Financial 143

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. That’s right. Crazy, right?

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Experience Investigators by 360Connext

NOVEMBER 17, 2020

” Of course, I was proud of my kids for being polite. Our customers provide us all the success of our businesses. Yet most business plans don’t have a “customer appreciation program” section. And when talking business strategy, showing customers gratitude is hardly mentioned.

How To 372

How To Airlines Social Media Tips 372

CustomerSuccessBox

JUNE 10, 2022

This is why cross functional communication is important in any SaaS business. ?What What is cross functional communication? Of course, if it has been running for so long, the cross-functional communication is doing great! ” Suggested Read : The Effective way to Sales, Customer Success, and Implementation Handoff.

Communication 52

Communication Customer Success Culture Customers 52

TechSee

JUNE 29, 2023

AI is rapidly becoming a critical tool in customer service. AI will streamline, augment and, in many cases, automate the customer experience and improve customer satisfaction. AI in Customer Service will reduce customer wait times and improve overall efficiency.

Chatbots 202

Chatbots Customer Service Customer Service Representative Wait Times 202

Comm100

NOVEMBER 23, 2022

The customer service world continues to develop, and each new year can mean a sea change in changing consumer expectations. As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand. Omnichannel customer engagement software offers a solution.

Trends 206

Trends Customer Service Chatbots Omni-Channel 206

Comm100

AUGUST 16, 2019

During the course of a normal day, I rinse and repeat this sequence usually at least once, sometimes five or six times. Mobile phones were intended to allow us to communicate in better and easier ways. So what does this mean for businesses who use the phone as a primary customer communication channel?

Communication 101

Communication Social Media Knowledge Base Contact Center 101

Comm100

NOVEMBER 3, 2017

How are you supposed to find social media training activities and courses that will bring everyone up to speed? The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Where to Start.

Social Media 112

Social Media Course Training Marketing 112

Totango

SEPTEMBER 15, 2020

Your communication with your customer is the force multiplier that can unlock the full potential of your product. The advice, lessons, and encouragement you provide can guide your customer to achieve maximum return on their investment and drive growth that benefits both of you. Use Data-Driven Communication.

Communication 69

Communication Engagement Net Promoter Score Competitive Advantage 69

CSM Magazine

NOVEMBER 23, 2020

As a result, customer bases are increasingly becoming more multicultural and international. This means that successful customer service teams need to be prepared to communicate with customers from diverse backgrounds. 3) Confirm the customer understood your communication. 1) Be mindful of your cultural lens.

Culture 59

Culture Communication How To Groups 59

Ecrion

JUNE 12, 2018

Customer communications management … it’s just the management of customer communications. So, then, what is customer communications management? At its core, CCM — there’s that acronym — IS the management of customer communications, but it’s more than that. Simple, right?

Communication 59

Communication Management Telecommunications Self Service 59

Ecrion

JUNE 12, 2018

Customer communications management … it’s just the management of customer communications. So, then, what is customer communications management? At its core, CCM – there’s that acronym – IS the management of customer communications, but it’s more than that.

Communication 59

Communication Management Telecommunications Self Service 59

Experience Investigators by 360Connext

AUGUST 1, 2023

Artificial Intelligence (AI) is revolutionizing customer service and transforming the way organizations manage their customer and employee experiences. As a customer experience leader, it’s crucial to understand the potential of AI and how to leverage it effectively to elevate and not deduct from the customer journey.

Customer Experience 143

Customer Experience Customer Service Self Service Chatbots 143

Experience Investigators by 360Connext

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts. Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey.

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

Experience Investigators by 360Connext

NOVEMBER 10, 2020

We’re headed into the final weeks of one of the strangest years: A global pandemic shifted how we worked, socialized, interacted and communicated. There were real struggles and challenges for businesses and their customers, too. Customer experience leaders had to adapt to this changing world, too.

Customer Experience 190

Customer Experience Chief Customer Officer Communication Course 190

Experience Investigators by 360Connext

FEBRUARY 6, 2024

Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

Wootric CX Blog

SEPTEMBER 8, 2020

Customer experience has slowly overtaken both price and product as the most critical brand differentiator. Therefore, only brands that build flawless customer experiences through swift, reliable, and pro-active customer service have a chance to set themselves apart and capture (as well as retain) the lion’s share of the market.

Interaction 52

Interaction Customer Journeys Effort Score Touchpoint 52

Experience Investigators by 360Connext

NOVEMBER 22, 2022

” Of course, I was proud of my kids for being polite. Our customers provide us all the success of our businesses. Yet most business plans don’t have a “customer appreciation program” section. And when talking business strategy, showing customers gratitude is hardly mentioned.

How To 143

How To Airlines Social Media Tips 143

BirdEye

OCTOBER 11, 2023

Customer experience is much more than just a buzzword, especially in the insurance industry. And that is why it is time to understand the factors contributing to customer experience in the insurance industry. This blog post explores the importance and methods of delivering an exceptional customer experience to your clients.

Insurance 110

Insurance Industry Customer Experience Self Service 110

Ecrion

JANUARY 7, 2020

If you’re trying to improve the way that your company builds a rapport with its customers, you’ll need effective tools to get the job done. In this regard, a customer communication management (CCM) platform is essential to the way you do business. An Output That Is Effective and On-Demand.

Communication 63

Communication Management User Experience Measurement 63

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. It was about finding solutions for a customer and finding their pain points ”. A pproach customers with a personalized warm welcome.

Customer Service 341

Customer Service e-support Self Service Customers 341

ShepHyken

AUGUST 16, 2019

This week we feature an article by Michelle Jarsen who shares seven ways your support team can learn and practice essential communication skills. Any job that involves interacting with people requires clear communication. Good communication isn’t a skill you’re born with or one that comes naturally. Hugh Beaulac, ?

Communication 87

Communication Training Groups Tips 87