NobelBiz

APRIL 3, 2023

As businesses strive to provide exceptional customer experiences, call centers have become an increasingly important part of the customer service strategy. Contact centers are responsible for handling customer inquiries and complaints while providing solutions. Why is Call Center Quality Management Important?

Call Center 52

Call Center Customer Satisfaction Contact Center Management 52

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

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

ChurnZero

MAY 3, 2019

If you want your business to be successful in the long run, it pays to give priority to customer retention. Landing a customer who will pay for life is like hitting the jackpot. After all, it takes five times more effort to land a new customer than to retain an old one. It takes a lot of time and effort to do so.

Customer Retention 75

Customer Retention Strategy CRM Customers 75

SurveySparrow

JULY 19, 2022

A Voice Of the Customer program helps you consistently deliver a better customer experience. As we enter a new era of customer experience, listening to the voice of customers is essential to competing on customer experience. Why your company needs a voice of the customer (VOC) program. Grow top-line revenue.

Net Promoter Score 52

Net Promoter Score How To Voice of Customer Survey 52

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! by Reuben Yonatan (Fast Company) Customer service (CS) and customer experience (CX) are the two faces of the same coin and go hand in hand with each other.

Customer Service 61

Customer Service Net Promoter Score Loyalty Programs Gamification 61

ChurnZero

JANUARY 5, 2022

It’s not uncommon to find it difficult to grasp the concept of Customer Experience vs. Customer Success. For some, the Customer Experience definition is not that different from the one for Customer Success. So, are Customer Experience and Customer Success really the same? What is Customer Experience?

Customer Success 98

Customer Success Customer Experience Net Promoter Score Return on Investment 98

Totango

JULY 18, 2018

According to data from Forrester Research, almost two-thirds of interactions between a customer and a company take place through the Customer Service department. Customers often turn to Customer Service or Customer Support teams for help throughout the customer journey. The current state of Customer Support.

Customer Satisfaction 56

Customer Satisfaction Customer Success Customers Customer relationships 56

delighted

MARCH 4, 2020

Consumers experience your brand in many different ways, whether by using your product and interacting with customer support, or through word-of-mouth on channels outside of your control. And with each new interaction, their perception of your brand can change, potentially leading to a new customer or a lost one. Let’s dive in!

Customer Experience Management 52

Customer Experience Management Customer Experience Management Customer Journeys 52

InMoment XI

JUNE 14, 2022

PLG relies on the product itself as the primary driver of customer acquisition, conversion and expansion. Customer experience (CX) metrics have an important role to play in this strategy—something I explored in-depth in a previous post: Customer Experience in the Era of Product Led Growth. Where are the bottlenecks?

Metrics 260

Metrics Net Promoter Score Effort Score NPS 260

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons. In customer experience, as with any other business endeavor, failure to plan is planning to fail.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Retently

MAY 2, 2023

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. What is NPS, CSAT, and CES?

Customer Journeys 146

Customer Journeys Survey Effort Score NPS 146

Team Support

MAY 3, 2023

Ensuring that customers have a superior experience using a product or service is a top priority for most companies. Customers expect to have access to fast and easy customer support when and where they need it. As a matter of fact, research shows that 40% of customers stopped doing business with a company due to poor service.

Self Service 98

Self Service Chatbots Knowledge Base Resources 98

GetFeedback

MARCH 4, 2019

When you’re running a business or you’re a part of a company, you need to be aware of the importance of the omnichannel customer experience (CX). This means, knowing what your customers want, how they feel, and providing them with the best possible experience with your brand or company. Omnichannel customer experience is no exception.

Social Media 186

Social Media Omni-Channel Advertising Customer Retention 186

Magellan Solutions

APRIL 8, 2024

Do you know what the challenging part of a customer service representative’s role is? Pacifying an angry customer! Dealing with an irate customer is a valuable skill that each one must possess. But there’s a silver lining in dealing with such customers. Why Apology Matters in Customer Service?

Tips 52

Tips Examples How To Customer Service Representative 52

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons. In customer experience, as with any other business endeavor, failure to plan is planning to fail.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Kustomer

JANUARY 11, 2022

Of course, one potential barrier to operating in a global marketplace is the fact your customers could be in any timezone. While this isn’t a real issue in terms of ordering and logistics, it can present a problem when it comes to customer service. The answer is to implement a 24/7 customer service model. Is it worth doing?

Customer Service 98

Customer Service e-support Self Service Customer Retention 98

Joe Rawlinson

JULY 24, 2019

Did you know that research by Bain & Company found out that increasing customer retention rate by just 5% can increase profits by 25-95% ? If there’s one thing that always bears on the mind of businesses, it is this: What drives a customer to come back for more? Real-Time Customer Support.

Loyalty 107

Loyalty Sales First Call Resolution Rewards Programs 107

delighted

MARCH 4, 2020

Consumers experience your brand in many different ways, whether by using your product and interacting with customer support, or through word-of-mouth on channels outside of your control. And with each new interaction, their perception of your brand can change, potentially leading to a new customer or a lost one. Let’s dive in!

Customer Experience Management 44

Customer Experience Management Customer Experience Management Customer Journeys 44

delighted

AUGUST 10, 2022

Every business wants loyal and satisfied customers. Every business loses once-loyal and no-longer-satisfied customers for one reason or another. Customer churn is an inevitable part of running a company – but by measuring it, understanding it, and taking action to improve it, you can turn lost customers into opportunities.

Measurement 87

Measurement How To Customer Journeys Net Promoter Score 87

SurveySparrow

JULY 6, 2023

Well, welcome to the realm of retail customer experience, where dreams come true. So, what exactly does “retail customer experience” mean? In simple terms, it refers to the sum of interactions and impressions a customer has while engaging with a retail brand. Sounds like a dream, right?

Retail 52

Retail Customer Experience Customer Journeys Effort Score 52

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. If a customer churns before the payback period is met, it’s a financial net loss.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Software 52

ijgolding

FEBRUARY 26, 2019

Customer experience is important, that much we know. Readers of this blog won’t need persuading of the link between a company’s success and a great customer experience. Happy customers stay longer, buy more, they tell their friends, and your company grows. Customer feedback is broken. In fact it’s worse than that.

Feedback 214

Feedback Financial Company Customer Journeys 214

NobelBiz

MARCH 12, 2024

Customer demands are ever-changing and more often than not, they become more and more difficult to keep up with for a lot of businesses. Customers today expect seamless and personalized interactions across all touch points. Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

SurveySparrow

JUNE 23, 2023

Hello there, fellow customer-centric enthusiasts! Today, we’re diving deep into the world of customer feedback. More specifically, we’re exploring the voice of customer methodologies. These techniques help us understand what our customers truly want and need. What is the Voice of the Customer (VoC)?

Voice of Customer 52

Voice of Customer Feedback Net Promoter Score Social Media 52

Comm100

SEPTEMBER 28, 2016

Is your customer churn rate burning a hole in your retention plan? When it comes down to it, most companies are losing far too many customers. Reichheld in the Harvard Business Review, the average company loses about half its customers in a fiver-year period. What Is Customer Churn? If so, you’re not alone.

Customer Retention 100

Customer Retention Customers Customer Satisfaction Metrics 100

Happy or Not

JULY 18, 2023

Ever wondered how to improve customer experience in online shopping? If you want to bring more value to your customers and increase your company’s bottom line, this question definitely comes up often throughout your team meetings. Why is ecommerce customer experience so important?

Ecommerce 36

Ecommerce Customer Experience Social Media How To 36

ijgolding

JUNE 14, 2016

When it comes to the subject of Customer Experience, there are many questions I would like to know the answer to. So this year, I wanted to explore another aspect of Customer Experience that I find extremely interesting. So what did people see as either enabling customer centric behaviour… or frustrating it?

Customer Centricity 120

Customer Centricity Customer Experience Customers Leadership 120

ijgolding

NOVEMBER 30, 2015

It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity. So here goes: Let’s start with Customer Service – the two words that have been embedded in the way organisations work for decades.

Customer Centricity 120

Customer Centricity Customer Experience Customer Service Customers 120

Kayako

APRIL 1, 2022

Good customer service is the number one quality customers seek from eCommerce companies. A PwC study found that 73% of consumers say customer service experiences are more important in purchasing decisions than price or product features. Find out what trends will impact eCommerce customer satisfaction in 2022.

Ecommerce 225

Ecommerce Customer Satisfaction Trends Omni-Channel 225

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity. It’s a simple concept, really. Some do both.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

ShepHyken

FEBRUARY 26, 2023

Each week, I read many customer service and customer experience articles from various resources. 8 Ways to Enhance Your Call Center Customer Experience by Eric Sims (CustomerThink) In today’s business landscape, providing an exceptional customer experience is essential to the success of any company.

Customer Service 62

Customer Service Call Center Ecommerce Call Center Experience 62

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? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. So, that team is kind of like the architect who designs the journey for the customer.

Customer Engagement 110

Customer Engagement Customer Journeys Engagement Strategy 110

Thematic

APRIL 3, 2024

The best eCommerce customers have a high repeat purchase rate and leave positive comments. Say, a proportion of these high-repeat customers start to drop off. You’re not face-to-face with these customers, so you need a way to understand what’s happening. 77% of customers prefer brands that listen to them.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

Education Services Group

MAY 28, 2021

Let’s talk Customer Success Plans. What’s a Customer Success Plan, you ask? Well, let’s just say it’s the wind beneath your customer’s wings. My amazing metaphors aside, Customer Success Plans are essentially the “what” and “how” of delivering on your CS strategy. It’s the recipe for their success.

Customer Success 98

Customer Success Sales Customers Roadmap 98

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach. Based on the company ‘’mindset’’ and approach.

B2B 98

B2B Customer Experience Roadmap Culture 98

SurveySensum

FEBRUARY 29, 2024

To further explore this crucial topic, in this blog, we’ll be delving into employee satisfaction and its profound impact on your business’s success. But first things first – what’s the definition of employee satisfaction? This positive employee-to-customer connection forms the cornerstone of a robust brand image.

Culture 52

Culture Customer Satisfaction Loyalty Innovation 52