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.

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.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

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.

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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.

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.

Five ways that customer experience management will change in 2019

MyCustomer

Loyalty. 5 ways CX management will change in 2019

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

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.

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.

The SaaS Guide to Customer Engagement, Retention, and Advocacy

After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.

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.

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.

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 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

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.

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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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

Why do people click on your search ads?

DemandJump

Paid Search

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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.

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.

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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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.

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?

MyCustomer

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

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.