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. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

What is a Customer-First Culture, and Why is It Important? There are plenty of noble reasons for wanting to create great customer experiences. Each interaction a customer has with your brand is an opportunity to make their day even the slightest bit brighter , which is as meaningful today as ever. Culture is a funny word.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Customer Enthusiast

NOVEMBER 26, 2017

I was recently asked to clarify some service industry terminology that’s being used, often interchangeably, to describe customer experience. And since this is my blog, I’ll submit my own definitions: Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer.

Customer Experience 53

Customer Experience CEM Lifetime Customer Hotels 53

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. But with this new height of significance, is customer success really something you can outsource?

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

AskNicely

NOVEMBER 7, 2018

Positive word-of-mouth, customers and clients who advocate for your products and services, customers who stay for life and tell everyone they know about your company — this is what all businesses strive to achieve. In fact, we all want the magic bullet that drives the customer advocacy growth flywheel. Why Customer Advocacy?

Feedback 150

Feedback Net Promoter Score Lifetime Customer NPS 150

Bold360

MAY 26, 2020

The term “customer experience” (CX) doesn’t seem to have a standard definition, but it’s often used interchangeably with customer journey, brand perception and customer engagement. omnichannel engagement) across the entire customer journey. Why is Customer Experience (CX) so important?

Self Service 52

Self Service Customer Experience Net Promoter Score NPS 52

Wootric

AUGUST 21, 2018

To that end, here are four technologies reshaping the customer experience as we know it. To put it simply, artificial intelligence is machine learning that uses data to improve operational efficiency and customer engagement. Companies like Ancestry.com are using this technology to improve its product and boost customer loyalty.

Technology 58

Technology Customer Experience Chatbots Retail 58

Optimove

NOVEMBER 29, 2023

Our new report unlocks valuable insights into customer perceptions of AI, and provides tips on how to best use AI to enhance the customer experience and increase lifetime customer value (LCV). Personalization for the Win Shoppers are embracing AI-driven personalization.

Report 52

Report Consumers Loyalty Brands 52

Kayako

MAY 18, 2017

Think about your ideal experience as a customer. When customer service is like that, you don’t think about excessive effort, and endless back and forth communications. And yet we more commonly experience high friction scenarios. Why is context missing from customer support journeys? Asking the customer less.

Loyalty 224

Loyalty Customer Journeys Study Tips 224

Optimove

DECEMBER 19, 2023

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Having a good email segmentation strategy is instrumental in increasing consumer engagement, ultimately leading to higher conversion rates.

Strategy 59

Strategy e-support Lifetime Customer Retail 59

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Are you still in regular contact with your partner’s leadership team and do you still trust them to deliver excellence for your customers?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

CSM Practice

SEPTEMBER 16, 2021

But while you might assume that you’ll need an endless stream of new customers to reach the next level, your success might actually hinge on your ability to retain and grow your existing customers. That’s because, according to SEMRush data , it makes far more financial sense to keep your current customers and help them grow over time.

Connections 52

Connections Lifetime Customer Customer Retention Loyalty 52

CSM Magazine

JUNE 30, 2021

Jason Grier, EVP and Chief Customer Officer at Reputation looks at the future of customer feedback surveys and how customer emotion is better captured on social media than by traditional survey forms. Even video is emerging on the customer-feedback scene. Social media and the state of customer feedback.

Social Media 59

Social Media Chief Customer Officer Survey Lifetime Customer 59

Wired and Dangerous

JUNE 26, 2017

It is always important and never more so than in today’s tough economy to make sure customers know unmistakably that you do not take them for granted. If all your customers exited tomorrow (which they certainly could), how well would you fare the day after tomorrow? Great customer service is not “rocket surgery!”

Measurement 104

Measurement Fashion Lifetime Customer Communication 104

Vonage

FEBRUARY 29, 2016

No company wants to fail their customers, but at some point it’s going to happen. You’re going to mess up, or bad luck will mess you up, or a supplier will mess you up in the eyes of your customer. Still: There are principles that almost always apply: Most customers understand that things can and will go wrong. The answer?

Lifetime Customer 120

Lifetime Customer Customers Sales Customer Service 120

ShepHyken

AUGUST 7, 2020

She shares tips and tricks on how to create a Disney-like customer service experience. Delivering excellent customer service is an art. This era belongs to creating valuable and stellar experiences for the customers. Customer service is the most important aspect of any business. Know Your Customers Well.

Customer Service 125

Customer Service Guidelines Exceptional Customer Service Lifetime Customer 125

ShepHyken

AUGUST 30, 2019

This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle. While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value.

Loyalty Programs 103

Loyalty Programs Loyalty Lifetime Customer Poor Customer Service 103

BlueOcean

DECEMBER 22, 2015

Thanks to emerging customer support channels like social media and live chat, as well as evolving technologies like speech recognition, there are more ways than ever for customers to initiate (and resolve) a service inquiry. With customer service channels in constant movement, what will be the impact on the phone channel?

Self Service 120

Self Service Contact Center Comparison Call Center 120

Bold360

MARCH 20, 2020

Customer experience (CX) is fast overtaking price and product as a key brand differentiator. Companies are scrambling to keep pace with the shifts in customer behavior since the outbreak of COVID-19. It takes more than one or two interactions to convert today’s customers into loyal buyers. good customer service).

Self Service 72

Self Service Customer Engagement Engagement Strategy 72

CSM Magazine

JUNE 10, 2022

One-time passcodes, or OTPs, sent to mobile phones are the cornerstone of many organizations’ customer authentication strategies. The high cost of fraud… Customer authentication fraud loss rates exceeded 5% last year for nearly half of survey respondents, indicating that they lost more than 5 cents of every dollar earned.

Lifetime Customer 52

Lifetime Customer Social Media Consumers Survey 52

Totango

JANUARY 22, 2018

Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. Senior Director of Client Experience. Head of Customer Success.

Customer Success 76

Customer Success Meeting Lifetime Customer Consulting 76

Bold360

MARCH 29, 2021

COVID-19 has utterly disrupted how customers and companies interact. We’ve witnessed dramatic, rapid shifts in preferred customer engagement channels at a time of social distancing and people working (and doing nearly everything else) from home. 3 Big Trends in Customer Engagement .

Self Service 52

Self Service Call Center Chatbots Customer Relationship Management 52

Bold360

APRIL 15, 2021

Branches will be open for business again, but the initial months of the pandemic served as a wake-up call about the need for FSIs to have digital-first customer engagement capabilities. Even before the pandemic, customers preferred the convenience of digital-first service provision. Give customers (self-service) options.

Self Service 52

Self Service Customer Engagement Engagement Knowledge Base 52

Oracle

FEBRUARY 23, 2018

Creating a great customer experience (CX) is one of the most effective business objectives you can set for your small or medium-sized business (SMB). Having your customer in mind at all times means that you can focus your attention on what adds value to their lives and what makes the buyer’s journey more seamless.

CRM 87

CRM Chatbots Lifetime Customer Customer Relationship Management 87

Bold360

MARCH 26, 2020

The ongoing COVID-19 pandemic is having massive impacts on how companies engage with their customers and employees. No matter how the crisis evolves, customers and employees still expect to receive a high level of service that’s responsive to their needs. Being relentlessly helpful earns customers for life.

Employee Engagement 66

Employee Engagement Chatbots Self Service Engagement 66

ShepHyken

DECEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. The Hidden Costs of Poor Internal Customer Service By Joanne Wortman. Integrify) Of course, every business understands the need to maintain a high commitment to providing excellent customer service. Here are my top five picks from last week.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

Call Experts

JUNE 10, 2022

Highly trained and professional receptionists provide these services with customized service plans. . Like many business owners today, you know how a customer service department can impact your company’s success. As a result, customers cannot reach a live representative if employees are unavailable to take calls. .

Lifetime Customer 98

Lifetime Customer Training System Industry 98

Bold360

APRIL 13, 2020

As the COVID-19 global pandemic continues, customer experience (CX) is experiencing a double-whammy. On the customer side, there’s a higher volume of need and more urgency around getting those needs met fast. Uncertainty and anxiety have catalyzed a flood of customer questions and calls into service centers.

Self Service 69

Self Service Chatbots Call Center Lifetime Customer 69

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Totango

JANUARY 24, 2019

Your customers should be your greatest obsession. The digital transformation of business has created a customer-centered economy built on subscriptions, personalized services, and new definitions of customer loyalty. Defining Your Customer. Creating a customer health score. Connecting Customer Data Streams.

Customer Engagement 54

Customer Engagement Engagement Lifetime Customer Customers 54

BlueOcean

MAY 16, 2017

And a partner can make decisions with a comprehensive understanding of what’s important to your organization and your customers. We all have that image in our heads of the stereotypical call center where there’s been no investment in the agent experience and all the energy goes into keeping overhead low. Respectfully, we disagree.

Contact Center 136

Contact Center Call Center Government Culture 136

ProProfs Chat

DECEMBER 7, 2021

Customer lifetime value (CLV) is calculated in business marketing strategies to see the bigger picture. For businesses looking to acquire and retain valuable customers, understanding the lifetime value of a customer is important. What is Customer Lifetime Value (CLV). Here’s the moment of truth.

Metrics 52

Metrics Lifetime Customer Customers Customer Retention 52

Totango

MAY 23, 2019

When your goal is to grow your customer’s business, upselling becomes a means, not an end. That’s the advantage of working within a customer-centric environment. Your success depends on your customer’s success, so expansion becomes a necessity for both parties. Customer success upsells are critical to your own success.

Customer Success 74

Customer Success Effort Score Customer Centricity How To 74

Totango

JANUARY 22, 2018

Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. Senior Director of Client Experience. Head of Customer Success.

Customer Success 48

Customer Success Meeting Lifetime Customer Consulting 48

Totango

MARCH 21, 2019

Realizing lifetime value from your customers is about generating lifetime value for your customers. That’s the central tenant of the customer success approach to business. It reflects the current customer-centered economy that has encouraged customer fluidity and placed greater emphasis on the customer experience.

Customer Success 85

Customer Success ROI Lifetime Customer Customer Journeys 85

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 194

Customer Experience Customer Care B2C Lifetime Customer 194

ProProfs Chat

SEPTEMBER 25, 2018

All those opportunities will only come knocking at your door when you nurture your existing customers by providing best customer service. Your competitors are smart, and they are always going to try and pry your customers away from you. Providing the best customer service will. Improve your customer retention rate.

Tips 90

Tips Customer Service e-support Social Media 90