Vonage

MARCH 26, 2018

At NewVoiceMedia, we believe that competing in today’s CX-driven economy requires businesses to understand the link between emotion and customer loyalty, and provide more personalized and emotive customer interactions. During the webinar, Furniss broke down four ways AI will impact customer service in 2018.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

Comm100

JANUARY 21, 2020

While social media is an important part of the B2B discovery process, communication with these customers usually involves more traditional channels, such as email. B2C consumers tend to prefer online channels such as live chat, texting, and social media above traditional communication. B2B tends to expect responses within 1-24 hours.

Customer Journeys 209

Customer Journeys Social Media B2C Omni-Channel 209

CSM Magazine

JULY 27, 2022

The state of brand loyalty in the UK. According to Yotpo’s ‘The State of Brand Loyalty 2022’ report, one of the most important factors to UK consumers when choosing a brand to purchase from is shared values. Using customer experience to increase loyalty. So how can you ensure a continuous journey that increases loyalty?

Customer Journeys 64

Customer Journeys Loyalty Omni-Channel Consumers 64

Vonage

OCTOBER 2, 2017

Your marketing team will have access to the same information about them, and if you can build trust and loyalty with your existing customers, you can limit the damage a competitor could cause. You need to establish clear protocols for dealing with customer communications and explore how phone service translates to social media.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

Vonage

SEPTEMBER 8, 2017

Your marketing team will have access to the same information about them, and if you can build trust and loyalty with your existing customers, you can limit the damage a competitor could cause. You need to establish clear protocols for dealing with customer communications and explore how phone service translates to social media.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

CSM Magazine

JUNE 7, 2023

Trust forms the foundation of strong customer relationships, which can lead to loyalty, repeat business, and positive word-of-mouth recommendations. Showcase Social Proof You can also utilize social proof to attract new customers and build trust and loyalty.

Tips 52

Tips Social Media Policies Case Study 52

Customer Experience Insight

DECEMBER 3, 2020

Communicate with relevance. Communicate strategically – not just more – with customers. One way: When you help customers or give them an added value – such as a sample or white paper – ask if there are others in their organization who might like it, too. Meet more people. Connect personally.

Customer Experience Professionals 52

Customer Experience Professionals Social Media Customer Retention Tips 52

Comm100

MAY 31, 2016

This is someone who hasn’t walked away from your company or service, and so their loyalty is still salvageable. Create a comprehensive return policy that can be communicated on its own web page. Make sure your email support team and chat operators are aware of the return policies and can communicate them clearly.

Retail 105

Retail Self Service How To Policies 105

GetFeedback

FEBRUARY 15, 2019

Net Promoter Score is a trusted measure of customer loyalty. They’ve either signed up for your trial, downloaded a white paper or ebook, or possibly just visited your website. Their feedback can inform strategy and customer communications. It’s time to implement a Net Promoter Score (NPS) program. Who are they?

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

Alliance by IFS

JUNE 2, 2015

In our latest white paper, Forging a Service and Sales Partnership , we take a look at the revenue potential of handing sales responsibilities to the service force, as well as creating better channels of communication so that the service team can more effectively pass leads to the sales organization.

Sales 50

Sales Multi-Channel Training Technology 50

Comm100

JUNE 7, 2016

Communicate Return Policies Effectively. It’s important that your sales associates not only know your return policies like the back of their hands, but also communicate them clearly with each purchase. Make sure that the following occurs to communicate your return to your customers: Have signs at checkout. Download Now.

Retail 102

Retail Self Service How To Policies 102

Centercode

JUNE 18, 2019

One focuses on communication and customer experience and looks like this: Customer submits product feedback as issues, ideas, or praise. Closing the feedback loop increases loyalty. When you thank your customers for pointing out where and how you can improve, it reduces churn and encourages loyalty. Website down?

Feedback 56

Feedback Customer Centricity Social Media Customers 56

Up Your Service

MAY 25, 2017

In the white paper, Engineering a Service Revolution that was recently cited in Harvard Business Review , we outline Four Rules, including a rapid and comprehensive plan to educate and motivate employees at all levels,leaving little room for negative influence to grow or fester. Focus on Service Education.

Culture 75

Culture How To Analysis Customer Satisfaction 75

One Millimeter Mindset

OCTOBER 8, 2018

Are our engagement experience tactics building bridges – or barriers – to the next communication? Download my white paper on selling to skeptical decision makers. Then put ourselves in the shoes of current and potentially future customers. Do they want to marry us, or run the other way? That is scary stuff, folks.

Engagement 74

Engagement Customer Experience Sales Customers 74

NobelBiz

FEBRUARY 13, 2024

With NobelBiz, you can elevate your customer service from routine interactions to memorable experiences that build loyalty and trust. This technology ensures that your IVR system is not just a tool for routing calls, but a comprehensive solution for enhancing customer engagement and loyalty. RELATED ARTICLE What is IVR?

Call Center 59

Call Center Self Service Software Contact Center 59

inmoment

JUNE 17, 2019

Moving forward, companies should prioritize direct communication having tech-powered, intelligent and personal conversations directly with customers. Definition of Loyalty Diverges. All brands aim for high customer loyalty, hoping to cultivate a reliable base of repeat shoppers. Dismissing the Human Factor.

Trends 53

Trends Customer Experience Comparison Loyalty 53

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. Does it exist?”.

Consulting 60

Consulting Loyalty Advertising Analysis 60

Uniphore

DECEMBER 17, 2021

Yet, many payers are still struggling to eliminate the friction in patient/member journeys, improve consumer satisfaction and loyalty, and driver greater efficiency. In fact, more than four out of ten members (43%) report that they prefer the call center as the primary channel for communicating about their health plan.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

CSM Magazine

NOVEMBER 14, 2019

Then, find out the answers and discover real-world examples of good and bad AI practice by downloading our latest white paper. is among the most advanced UK labs to explore the potential of Artificial Intelligence for customer communication. About EBI.AI. Henry Jinman is Commercial Director of EBI.AI.

Return on Investment 49

Return on Investment Chatbots Technology Interaction 49

CSM Magazine

SEPTEMBER 28, 2015

Meineke will present a fascinating session titled “Delivering High Performance, Personalized Brand Experiences to Customers,” at the 5th annual Engagement & Experience Expo presented by Loyalty360 – The Loyalty Marketers’ Association, which is set for Nov. 9-11 in Dallas, Texas at the Hilton Dallas Lincoln Center.

Engagement 40

Engagement Customer Experience Case Study Loyalty 40

Comm100

APRIL 28, 2016

But how you communicate that empathy to a customer directly, as well as how you can perceive their more moment-to-moment needs, can help you build customer satisfaction and loyalty. Download this white paper to learn how to prevent, deal with, and follow up on difficult customers. And there are other soft skills involved.

How To 124

How To Training Ecommerce Customers 124

Beyond Philosophy

AUGUST 17, 2015

delivery timing rate did not drive higher customer loyalty. Because experience and value delivery are so often multi-channel, even omni-channel, the consistency and reliability we’re discussing must, today, extend across all modes of communication and conveyance. It’s the most essential ingredient in effective communication.

Omni-Channel 60

Omni-Channel Multi-Channel Hotels Banking 60

Horizon CX

JANUARY 6, 2020

Thinking that this was not necessarily my final career choice, I then took the initiative to write and submit an internal white-paper to my management team describing how I would approach collecting and managing the voice-of-the-customer differently than it was being done.

Airlines 100

Airlines Course Management Survey 100

Beyond Philosophy

SEPTEMBER 6, 2016

While much attention is given to learning what leverages customer retention, customer loyalty, positive customer relationships, and even customer risk and loss, there is little research around what causes a prospect to become, or not become, a first-time customer. They rarely give enough attention to pre-purchase processes or value creation.

Multi-Channel 60

Multi-Channel Consulting Study Customers 60

Beyond Philosophy

DECEMBER 5, 2017

However, there is little proven direct causation, the specific, defined linkage of employee thinking and behavior to customer loyalty and advocacy. These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Comm100

JANUARY 19, 2017

Gauge how upset the customer is – if needed, offer the customer a care token, such as a discount, to show that you care about his or her loyalty and satisfaction. While we regret very much this discovery, we are glad to open this line of communication to ensure the safety of our customers. Apologizing for Delayed or Improper Shipping.

Examples 216

Examples Customer Service Representative Customers Customer Service 216

ProProfs Chat

NOVEMBER 29, 2019

Boosts Customer Service & Loyalty. They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. Live Chat Customer Loyalty Statistics. Live Chat Customer Loyalty Statistics. Takeaway: Loyalty starts with awesome support. Improved Sales.

Wait Times 90

Wait Times e-support Comparison Hospitality 90

Comm100

NOVEMBER 2, 2017

Ultimately, by creating a dialogue with customers, the customer satisfaction survey can lead to a better customer experience in the future, and can actually increase customer loyalty and brand engagement. White Paper] The Guide to Becoming a Top Performing Live Chat Agent. Want more reading? Download Free.

Customer Satisfaction 156

Customer Satisfaction Survey Feedback Tips 156

SmartKarrot

DECEMBER 2, 2020

She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. Now that she is rendering her service at Slack, she is ensuring the best of customer service given to the clients that pull in massive customer retention and loyalty.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

ShepHyken

MARCH 31, 2018

For example, a company could share relevant research or a white paper; a hardware store can create how-to videos on the most common household repairs and projects; a restaurant can share a popular recipe or even hold a recipe contest and invite customers to participate. It doesn’t have to be expensive. It’s in the cloud or cyberspace.

Social Media 86

Social Media Self Service Customer Service Marketing 86

Comm100

JANUARY 19, 2017

Gauge how upset the customer is – if needed, offer the customer a care token, such as a discount, to show that you care about his or her loyalty and satisfaction. While we regret very much this discovery, we are glad to open this line of communication to ensure the safety of our customers. Apologizing for Delayed or Improper Shipping.

Examples 100

Examples Customer Service Representative Customers Customer Service 100

Comm100

JANUARY 14, 2020

For agents, digital omnichannel engagement means simpler customer communication and greater ease of use. According to a survey conducted by UBM, 75% of participants cited having to repeat themselves as their biggest issue when communicating with a brand. These channels cover both your real-time and “anytime” communication bases.

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

One Millimeter Mindset

APRIL 10, 2019

Learn more by downloading my white paper: New Strategies for Selling to Skeptical Technical Decision Makers by clicking on this LINK. There is no better way than storytelling to bridge communication disconnects between professional disciplines, paygrades and levels of education. Why move beyond the stuff that gives them Pause?

Customer Retention 13

Customer Retention Employee Experience Communication Connections 13

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. ” KPMG also found that personalization is the strongest pillar driving customer loyalty in 19 of 27 markets. Accessible.

Customer Experience 215

Customer Experience Omni-Channel Chatbots Social Media 215

Currency Alliance

JANUARY 24, 2018

As business owners, we experience it in the time we’ve spent adapting our businesses to regulations such as GDPR, designed to mitigate the barrage of communications to which we’re subjecting our endlessly-harangued patrons. Who knows – a virtuous circle of customer loyalty may ensue. Customer experience.

Advertising 49

Advertising Retail Consumers Social Media 49

Qualtrics

MARCH 2, 2021

Talking is so fundamental in communicating and everyone can do it. We don't just write white papers. Most of our staff is in the field, in the schools, working directly with communities. Elizabeth Stokoe, British scientist and Professor of Social Interaction, Loughborough University . “We We just don't just talk.

Customer Service 29

Customer Service Social Media Customer Journeys Customers 29

Comm100

JANUARY 14, 2020

For agents, digital omnichannel engagement means simpler customer communication and greater ease of use. as their biggest issue when communicating with a brand. These channels cover both your real-time and “anytime” communication bases. This post includes highlights from our Omnichannel white paper.

Omni-Channel 131

Omni-Channel Social Media Average Handle Time Knowledge Base 131