Thu.Jan 10, 2019

Customer Experience Metrics: Understanding CSAT, CES, NPS, and 5-Star

AskNicely

In 2013, a research study by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator for brands. Validating that, AskNicely’s 2018 NPS Benchmark Study found forward-looking companies that strategically step away from price wars to concentrate on customer experience metrics are discovering more retention and better growth. Three Reasons Customer Experience Must be Top-of-Mind. More Retention.

How to Set Up a 24-Hour Support Operation Your Customers Will Love

Kayako

As your business and customer base grow, there’s a question every support leader has to answer: Do we need to expand our support operation? When you serve more customers, the demands on your support team grow. But that’s not all—those demands fundamentally change , too.

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How a Clean Energy Start-up Approaches Customer Experience

Customer Bliss

As conversations around sustainability and corporate social responsibility continue to increase, I think you’ll enjoy this timely conversation with Michael Bair , Senior Director of Member Experience at Inspire , a clean energy tech start-up.

5 New Customer Service Skills Your Employees Need (and How to Train Them Properly in 2019)

Michel Falcon Experience

There are many customer service skills that employees must possess to contribute to the success of a company. Things such as friendly, proactive, going above-and-beyond all come to mind.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Why growing support teams should focus on one channel not many

UJET

Great omnichannel support requires the right tools and training to ensure that your team provides a consistent customer experience. As your company grows, you'll need to support a higher volume of customers—which means scaling your customer-support team to meet their needs.

More Trending

Journeys are for Action, not Maps

Heart of the Customer

In preparation for the upcoming Customer Contact Week, CCW shared their special report on journey mapping with me. Given our focus and expertise on journey mapping, I’m commonly asked to review these types of reports.

Top 9 Customer Service Trends to Watch in 2019

ProProfs Chat

A robust customer service strategy helps your brand increase its customer base and also keep its existing ones delighted. However, building an amazing strategy requires an organization to keep up with the changing customer service trends every year.

Five ways that customer experience management will change in 2019

MyCustomer

Loyalty. 5 ways CX management will change in 2019

Top Instagram Campaigns Show What Brands Must Know Right Now

NetBase

The holidays are over and everything has returned to ‘normal’ online. The buying frenzy has passed and brands can sit back and relax for a while. That’s certainly one way to go.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

How Does Mental Accounting Influence Customer Experience

Beyond Philosophy

Understanding Customers’ Mental Budgets. I won some money at a Casino recently, an unusual outcome for me. It wasn’t a huge amount, but it was a nice windfall. Did I spend it on something practical? Save it? Give it to charity? Not a chance.

Five Great Use Cases for a Hybrid Cloud Database

datastax

In a data-driven world, leading enterprises are moving to hybrid cloud databases that deliver the agility, reliability, and availability they require. But “hybrid cloud” can span many functions. How, specifically, are organizations actually using hybrid cloud databases to stay ahead of the competition and stay agile? Let’s take a look at five more popular enterprise use cases. Always-on applications. Many organizations today rely on teams distributed across the world.

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4 Features Your Digital Customer Engagement Platform Must Have

Totango

At its core, customer success is simple: take care of your customers and they’ll take care of your business. Nurture relationships, and not only will customers receive excellent service and well-supported products, but your enterprise will be financially healthy in the long-run.

Uncanny Valley: The Dark Origins of the Robot

Inbenta

In today’s age of modern technology, we’re presented a limited, marketable spectrum of what robots can be: helpful, futuristic, profitable, and sometimes cute.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

Machine Learning and Field Service Management in Practice

Astea

Read Astea’s whitepaper on machine learning and artificial intelligence and how it will impact the field service management industry. By Liron Marcus. A few months ago, my six year old son saw me working on my thesis and asked me what I was writing about.

Everything You Need to Know About Fake Yelp Reviews

ReviewTrackers

Some businesses try to take advantage of fake Yelp reviews in order to enhance their Yelp listing’s reputation and exposure. This is a bad idea.

What Is the Service Recovery Paradox, and Is It Real?

Smarter CX

For nearly three decades companies have held a common belief that “recovering” after delivering a poor experience earns stronger customer loyalty than if a company delivered an excellent experience in the first place.

Must-Have Features in a Help Desk Ticketing System

ProProfs Chat

Are you proud of your customer service? Do you always have happy customers? Are your agents not overloaded with piles of tickets demanding immediate resolution?

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

The Worst Way to Call a Customer

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. customer-service-stories

What Does Quality Assurance Calibration Mean

PlayVox

Quality assurance has the power to help any contact center or support department improve its customer experience. HR Management for CX

Journey Management – The Next Evolution of CX

inQuba

1 ABSTRACT. This Journey Management piece analyses the current status quo of the Customer Experience (CX) Management industry.

Why do people click on your search ads?

DemandJump

Paid Search

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Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

Top 5 Reasons Your Business Website Needs a Help Desk Software

ProProfs Chat

Gone are the days when companies could ignore the value of customer support. Customers today are highly demanding and look for instant help. They hate to wait when they have to get their problems resolved.

Data Cleansing And Migration: The Solution To Exploding Data?

Magellan Solutions

Data explosion. The world has been consuming data at an unprecedented level. This is a necessity, as it will lead businesses and other organizations to decisions that will make them a fortune.

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Webinar: Using AI Tools to Enhance Customer Support With PTC

B2B Customer Service Blog - TeamSupport

We're excited to continue our new webinar series in conjunction with the Association of Support Professionals (ASP). These aren't be your standard, boring webinars!

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2019 Marketing Trend Predictions

Lithium

Customer expectations are higher than ever, yet only 36% of companies said they had a well-defined customer experience vision, according to Forrester. This disparity opens up the opportunity for brands to listen to their customers in order to stand out.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.