Thu.Jan 10, 2019

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


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


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.

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.

Machine Learning and Field Service Management in Practice


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.

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.

4 Features Your Digital Customer Engagement Platform Must Have


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.

Top Instagram Campaigns Show What Brands Must Know Right Now


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.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

Five ways that customer experience management will change in 2019


Loyalty. 5 ways CX management will change in 2019

Uncanny Valley: The Dark Origins of the Robot


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.

Everything You Need to Know About Fake Yelp Reviews


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.

Why growing support teams should focus on one channel not many


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.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

What Does Quality Assurance Calibration Mean


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

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

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?

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.

How to Optimize CX Through the Voice of the Customer

Speaker: Faith Adams, Analyst at Forrester

Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data

Five Great Use Cases for a Hybrid Cloud Database


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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Why do people click on your search ads?


Paid Search


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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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

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


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.

Build a Better Customer Experience – Tips from CX Experts

Peter Lavers

Peter Lavers contributes to a new e-book from Panviva: Build a Better Customer Experience – Tips from 10 CX Industry Experts! 10 leading influencers and innovators in the customer experience (CX) field have contributed to this great new e-book from Panviva, and I’m delighted to be one of them! .

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Telling the story in your data

Aquila Insight

When presented with complex algorithms, statistical outcomes, spreadsheets of numbers, it’s easy to misinterpret and not realise the true meaning. Our job is to help you combine these analyses, to predict and influence customer behaviour, right? Or how else are you going to use the data to plan your next marketing campaign or truly understand who your customer is? You’d be very disappointed if we just presented you with reams of meaningless numbers.

How Retailers Can Drive CX Excellence Through Store-Level Execution

Speaker: Jere Matthews, VP, Operations at Rutter's

Join Intouch Insight and Rutter's on October 25 at 2pm EST to learn how one of America's favorite convenience stores delivers on their brand promise.

16 Retail Trailblazers To Learn From In 2019

Forrester's Customer Insights

On our morning news feeds, we see headlines chock-full of emerging tech that is supposedly changing the game for next generation retail experiences.

Can we call Amazon a 'customer-centric' company?


Engagement. Can we call Amazon a 'customer-centric' company

Building Strong Hospital Digital Experiences featuring Connective DX and Johns Hopkins

Connective DX

Hear the top findings from this year’s Hospital Digital Index (HDX-15) Research Report, and catch a guest appearance by Aaron Watkins, who leads digital strategy at Johns Hopkins Medicine