Think Customers

SEPTEMBER 21, 2022

This is a question posed to two of TTEC’s banking and insurance experts —Group Vice President Kristen Hein and Vice President JoVanna Dukes during a recent LinkedIn LIVE webinar. Staffing issues are the biggest issue affecting many firms’ ability to provide quality customer experience, both Hein and Dukes agree. A cycle is created.

Financial 52

Financial Contact Center Banking First Call Resolution 52

NetBase

JUNE 1, 2020

As Michelle shared during the webinar and below, they recently had to pivot from live events to virtual. The post-event feedback gathered from metrics, helps them improve and innovate around future strategies. Ryan Baker, Social Customer Care Manager, Nutrisystem. Ways to engage, respond and be proactive.

Consumers 64

Consumers Marketing Social Media Analytics 64

Lithium

DECEMBER 6, 2022

Beyond surveys: Go deeper than customer feedback These days, top brands are going deeper, digging into conversational data points that customers provide every day, without even being asked, to get more insight into their CX. Ad Saves and Ad Video Plays have been added to Analytics Ad Metrics. Publishing. Available On-demand.

Social Media 52

Social Media Roadmap Trends Hospitality 52

Lithium

AUGUST 3, 2022

I think a lot of people tend to look at what they want to be able to touch and feel, and you want easily quantifiable metrics. The darn fact of the matter is that if you're only looking at the metrics, you will see you will reach many people, and maybe you don't get a lot of conversions. Khoros-Marketing-Product-Webinar-Deep-Dive.

ROI 52

ROI Marketing Social Media Advertising 52

Confirmit

FEBRUARY 20, 2017

But how do you build a case to implement such a program in an area that’s so heavily based on existing performance metrics? In this webinar, Sarah Simon, VoC Specialist at Confirmit and Scott M. You'll learn: How to apply a proven model to calculate ROI for a customer care contact center.

Contact Center 40

Contact Center Customer Experience ROI Customer Care 40

Verint

OCTOBER 2, 2017

CRMXchange Roundtable Webinar. October 12; Webinar. Verint’s Kelly Koelliker, director, global solutions marketing, will present “Innovations and Trends in Customer Service” at 2 p.m. destination CRM.com Webinar. destination CRM.com Webinar. October 25; Webinar.

Analysis 30

Analysis Customer Service Contact Center Omni-Channel 30

ChurnZero

JUNE 12, 2020

It depends on your go-to-market (GTM) strategy and your product complexity, but there are generally four functional groups: Professional Services (also referred to as onboarding), Customer Care, Customer Success Management, and Customer Success Operations. What Processes and Metrics does Customer Success Operations Build?

Customer Success 80

Customer Success Effort Score Metrics Leadership 80

Beyond Philosophy

JULY 17, 2017

First, it recognizes what our research has consistently shown: that a customer’s experience is based largely on emotional factors, not on rational elements like price. At Beyond Philosophy we use a metric called Emotional Signature to measure a company’s level of engagement with its customers.

Technology 132

Technology Touchpoint Case Study Consulting 132

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. What’s an auto QBR?

Customer Engagement 113

Customer Engagement Customer Journeys Engagement Strategy 113

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. What’s an auto QBR?

Customer Engagement 88

Customer Engagement Customer Journeys Engagement Strategy 88

Experience Investigators by 360Connext

MAY 20, 2015

Keep banking on metrics like the lukewarm customer satisfaction rating your customers provide when they are literally walking out the door. Training, online events and webinars. Now we’re offering free webinars of our own every month! And it matters to you, the everyday person who is a customer.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

NetBase

FEBRUARY 18, 2019

Understanding and activating influencers is one way to help connect many pieces of your overall consumer experience puzzle, from customer care to heading off a PR crisis. Which metric is more important than follower count. How top brands use influencer analysis to power competitive intelligence.

eBook 55

eBook Marketing Comparison Analysis 55

Gainsight

DECEMBER 20, 2020

Conduct value discussions : What does value mean for the customers? What does the customer care about? You also need the skill to translate that knowledge into value for the customer. Only then will the customer listen and be interested in giving us time.

How To 59

How To ROI Training Customer Success 59

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. What’s an auto QBR?

Customer Engagement 62

Customer Engagement Customer Journeys Engagement Strategy 62

NetBase

FEBRUARY 18, 2019

Understanding and activating influencers is one way to help connect many pieces of your overall consumer experience puzzle, from customer care to heading off a PR crisis. Which metric is more important than follower count. How top brands use influencer analysis to power competitive intelligence.

Marketing 40

Marketing eBook Comparison Analysis 40

Gainsight

APRIL 13, 2020

They want the new CSM to hit the ground running from the get go and have complete context of: The customer’s goals, use cases, priorities, metrics, organizational specific information down to the level of when does their fiscal year start.

Management 52

Management Metrics Course Tools 52

SurveySensum

APRIL 1, 2024

Adjust products and services: Use insights gathered from customer feedback to make tangible improvements to products, services, or processes, ensuring they better align with customer needs and preferences. Engaging content, from articles to podcasts and webinars, helps in attracting an audience that values informed perspectives.

Brands 52

Brands Case Study Social Media Feedback 52

Qualtrics

SEPTEMBER 12, 2019

Find out how American Express built a world-class customer culture by using a broad spectrum of approaches from empowering employees to capturing and acting on customer insights. Here are the 3 things Amex is doing to bring a customer-centric culture to life…. Vejar, Director of Customer Listening at American Express.

Customer Centricity 24

Customer Centricity Culture Exercises Customer Service Representative 24

NobelBiz

DECEMBER 19, 2021

It is also worth noting that call abandonment has a direct impact on customer satisfaction. Call waiting time is one metric that tends to define the quality of a customer’s experience and that of the service. However, metrics begin to make more sense than others once you know what you’re attempting to achieve.

Abandon Rate 52

Abandon Rate Contact Center Self Service Contact Center Software 52

Amity

FEBRUARY 8, 2017

For a crash course in scaling Customer Success with automated plays, join our upcoming webinar on February 23. In an ideal situation, your company will have assigned a customer success manager to each account, but such allocation of resources is usually too expensive to be realistic. Onboarding Playbook. Final point.

Customer Success 48

Customer Success e-support Customers Knowledge Base 48

CSM Magazine

MARCH 27, 2020

All of this is within your reach—all you’ll need is a grasp on customer support basics, the numbers that justify investing in it’s improvement, and the tools, channels, and metrics to keep you going. What is Customer Support? It’s anywhere from 5x to 25x more expensive to acquire a new customer than it is to keep a current one.

Self Service 52

Self Service Social Media e-support Knowledge Base 52

Tricia Morris

AUGUST 11, 2015

Less than half of the managers surveyed (42%) said their agency uses quantitative metrics to track customer service performance. Download the white paper from analyst Esteban Kolsky, Justifying Knowledge Management in Customer Service. Worse yet, 37% don’t know. What Needs to Change? Click here.

Government 40

Government Customer Service Self Service Customer Centricity 40

Qualtrics

MAY 4, 2020

To find out the issues customers care about, businesses will need to reconsider the traditional metrics used. Register for Seth's upcoming Qualtrics webinar: React, Respond, or Initiate? “And telling the others, word of mouth, that’s the engine of the network effect and your future,” according to Godin. Register Now.

Marketing 26

Marketing Brands Leadership User Experience 26

Think Customers

OCTOBER 11, 2021

It’s incredibly important to take these everyday interactions from associates and customers and quantify them in a tangible way. Metrics only provide a superficial preview into the relationship between customers and associates, with the scores only reflecting a person’s feelings on a single interaction and not the brand.

Contact Center 52

Contact Center NPS Metrics Effort Score 52

SmartKarrot

APRIL 28, 2021

Partner with Marketing, Customer Care, Sales, and Product Management to create a great customer experience in all stages of the lifecycle and drive positive NPS, retention, and account growth. Assemble the processes, tools, metrics, people and culture needed to deliver exceptional performance and customer experiences. ????Develop

Customer Success 10

Customer Success Case Study Customer Retention Customers 10

Grade.us

NOVEMBER 2, 2018

They've got some pretty cool customer care solutions, too. Transparency on Social Media in 2018: What Consumers Want - An on-demand webinar which covers ways to help you present your brand as altruistic and trustworthy. You can also see which posts caused follows and unfollows. 2018's Top Social Media Marketing Experts.

Social Media 32

Social Media Resources Tools Marketing 32

SurveySparrow

JANUARY 7, 2021

It makes the customer experience pleasurable and convenient. Businesses are focusing more on customers’ preferences. Today’s customer cares about getting better services before purchasing from their favorite brands. Good customer service holds power to transform potential consumers into leads.

Customer Engagement 52

Customer Engagement Engagement Chatbots Effort Score 52

Lithium

JUNE 7, 2022

The Hybrid Future is Here: Let’s modernize your agent's experience Your agent’s experience can make or break your customer satisfaction. Learn how to fully utilize Khoros for your Customer Care agents. to reduce customer and agent mental stress. Webinars & Events Some event areas are limited to Khoros customers only.

Self Service 10

Self Service Social Media Roadmap Gamification 10

ChurnZero

DECEMBER 27, 2022

6/ How to transform Customer Success into a profit center with metrics and forecasting. Learn how to emphasize the financial value of your CS team by choosing the right metrics. 7/ In a downturn, focus on existing customers — not potential ones. 1/ Reimagining customer collaboration with Success Centers.

Leadership 90

Leadership Metrics Trends Customer Success 90

Qualtrics

NOVEMBER 6, 2019

These kinds of responses are now commonplace at Mastercard, where the Global Customer Care team goes above and beyond to be the customers lifeline to the brand through service, intelligence and experience expertise. There was a lot of negotiating about who owns this customer, who owns that customer etc.,

Voice of Customer 33

Voice of Customer Touchpoint Hotels Customer Experience 33

Stella Connect

FEBRUARY 22, 2017

Most provide “recommended products” or “similar items,” but these don’t give customers the opportunity to narrow their choices based on specific criteria—thus increasing the likelihood customers will contact you for help. In stock—Customers care about product availability. Much to their dismay.). Need Inspiration?

Self Service 40

Self Service Ecommerce How To Policies 40

Playvox

MARCH 19, 2024

Boosting CX With robust customer data and information ready at the quick, AI-based contact center tools allow agents to help answer questions more precisely and resolve customer issues for first contact resolution – a key metric. This improves customer satisfaction and net promoter scores, and other key customer service metrics.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

C3Centricity

DECEMBER 3, 2018

CustomerFirst #CEX #CRM #Customer Click To Tweet. If you’re ready to put your customers first, sign up to watch my Customer First Strategy Webinar. In it, I share many Tips, Tools and Templates to improve your Customer Targeting, Understanding & Engagement, to Grow your Business Faster. But there is some hope.

Strategy 161

Strategy Poor Customer Service Social Media Analysis 161

Thematic

MARCH 29, 2020

Today when customers need help, they have many options: Call a help line or a call center, Use a live chat or a bot on your website, Raise a support ticket, Email or tweet a complaint. They don’t just show what’s not working, but also which features customers care about. Tip : Do an internal customer journey map.

Feedback 111

Feedback How To Analysis e-support 111

Playvox

MARCH 5, 2024

The Role of AI in Streamlining Quality Management Processes The use of AI has enormous potential in the contact center: McKinsey reports that using generative AI in customer care functions could improve productivity by 30-45%. Provide a better agent, analyst, and customer experience. Ready to learn more?

Self Service 78

Self Service Contact Center Management Effort Score 78

NICE inContact

JANUARY 11, 2019

More recently, the topic of artificial intelligence (AI) and its role in customer care has been one that contact center managers have wanted to learn more about. In a webinar , Lauren and I discussed the changes the current decade has brought to QM and what companies should do in terms of planning for 2020 QM challenges.

Omni-Channel 45

Omni-Channel Management Contact Center Self Service 45

NobelBiz

FEBRUARY 22, 2023

8- Social media and other Channels are not supported Providing customer care via social media , webchat, and other communication channels is becoming widely popular. If you have any questions or concerns, your vendor should be able to assist you and provide prompt and dependable customer care.

Contact Center 52

Contact Center Contact Center Software Call Center Multi-Channel 52