Wed.Oct 27, 2021

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Terrifying Tales of Spooky Support

Help Scout

The relentless customer with suspiciously sharp teeth, and the disturbing silence of an empty inbox. Three support stories to scare any customer service professional this Halloween.

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Sampling bias in research: types, examples & how to avoid it

QuestionPro Audience

Imagine doing a research study on the experience of driving a car, but all the participants are exclusively motorcycle users; inevitably the results will be useless for the research we aimed for. This type of error that occurs when conducting a research study with a poor selection of participants is known as sampling bias , and can be prevented by always selecting participants at random and from different contexts.

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Dealing With Angry Customers: Be Sincere When You Apologize

ShepHyken

“I’m sorry.” Customers love to hear those important words, especially when they are calling about a problem or have a complaint. I briefly covered this in a recent article ( The Five Best Things to Say to an Angry or Upset Customer ), but I want to dive into the “I’m sorry” comment a little deeper. . Not long ago I called a customer support center and early in the conversation the agent said, “I’m sorry you are experiencing this problem.

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A Tale of 2 Support Calls: Utilizing Visual Customer Support To Improve KPI’s

TechSee

When customers need help, they most often turn to the company’s 800 number for support. According to research , more than 50% of customers across all age groups typically use the phone to reach customer service, making it the most used channel for customer support. But not all voice-based calls are considered equal. The quality of an agent-customer interaction is impacted by the customer’s ability to describe the problem accurately, the agent’s skill level in diagnosing the issue, and individual

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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5 Ways to Increase Customer Loyalty

FiveStars

Loyal customers keep your revenue flowing. In fact, loyal customers spend 67 percent more than occasional customers, which is why focusing on repeat business is a necessity. But, how? The post 5 Ways to Increase Customer Loyalty appeared first on Fivestars Insights.

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Guy Kawasaki & the Art of Community: 10 Steps to a Thriving Community

Vanilla Forums

Building a community takes time, commitment, and effort. Though there are no guarantees, there are certain steps you can take to set your company on the path to success. As they say, “experience is the best teacher,” and there’s hardly anyone with more experience building communities than Guy Kawasaki.

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How to Be a Customer Success Ghostbuster

Totango

What’s scarier than a ghost roaming around your attic? Being ghosted by a client – especially one that you’ve put a lot of time and effort into nurturing. There are a number of reasons why a customer may ghost you. They could simply be in the midst of a really busy period or they could have decided they just don’t like or need your product anymore. Whatever the reason, being ghosted hurts.

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Welcome, Agentis, to the Uplight Family

Uplight

Utilities who are serious about their customers and their strategic futures can’t forget about their biggest segment, business customers. Although business customers make up less than 15% of a typical utility’s meters, they can account for up to two-thirds of a utility’s load and revenue. Business customers also represent more than 70% of the electrification Read More.

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How to Be a Customer Success Ghostbuster

Totango

What’s scarier than a ghost roaming around your attic? Being ghosted by a client – especially one that you’ve put a lot of time and effort into nurturing. There are a number of reasons why a customer may ghost you. They could simply be in the midst of a really busy period or they could have decided they just don’t like or need your product anymore. Whatever the reason, being ghosted hurts.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Excellent Customer Service Is Your Company’s Secret Weapon

Integrity Solutions

Differentiating on service isn’t just a smart strategy for growth; increasingly, it’s a survival strategy. In a world where customers have more options available to them — and more ways to vent frustrations publicly — you can’t afford to drop the ball on excellent customer service. Last week was National Customer Service Week , an annual — and now global — event devoted to celebrating the people who make customer service happen.

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How to Be a Customer Success Ghostbuster

Totango

What’s scarier than a ghost roaming around your attic? Being ghosted by a client – especially one that you’ve put a lot of time and effort into nurturing. There are a number of reasons why a customer may ghost you. They could simply be in the midst of a really busy period or they could have decided they just don’t like or need your product anymore. Whatever the reason, being ghosted hurts.

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062: The Customer Experience Olympics

The DiJulius Group

Chief Revolution Officer John DiJulius of the DiJulius Group discusses how to make your customer experience training more fun and effective. Your customer experience strategy is worthless without ensuring it is retained and executed by every existing and new team member. Just because your employees were in attendance at your customer service training or watched.

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CIC Support Webcasts: November 2021 Join here.

SAP Customer Experience

This month the Customer Interaction Center will be hosting not one but five live Webcasts which you can register for at the time that best suits you with the links below (or you can watch the recordings after). We look forward to seeing you there! Incident Management (English) Date: 3rd.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Customer Intelligence: Why It Matters For Your Business

SurveySparrow

Despite what you might be thinking, the phrase customer intelligence doesn’t have anything to do with your customers’ IQ levels! Instead, customer intelligence is all about gathering data to better understand why customers act in the way they do. . In turn, businesses can use these data points to better predict customer actions and improve the customer experience. .

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Choosing Quality Phone Answering Services for Your Business

Magellan Solutions

How To Choose a Good Phone Answering Service Provider. Phone answering services are vital to any business in more ways than one. Serving as the frontline of your business, a good phone answering service can drastically improve your business operations and customer support. Convenient and cost-effective, outsourcing services provide quality service specifically designed to a certain area; this saves business owners time and work, which they can channel to other areas that need focus.

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Qu’est-ce que l’orchestration du parcours client ? Les concepts clés à connaître.

Quadient

Qu’est-ce que l’orchestration du parcours client ? Les concepts clés à connaître. Ludovic Georges. Wed, 10/27/2021 - 13:41. De nos jours, les clients s’attendent à ce que chacune de leurs expériences avec une marque ou un fournisseur soit rapide, simple et pratique. Les clients sont en quête d’expériences personnalisées, cohérentes, pertinentes, rapides, sans écueil et transparentes, quels que soient les points d’interaction. .

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Automate candidate and employee feedback collection with 3 new integrations: Greenhouse, Zoho Recruit, and BambooHR

delighted

The tighter the job market gets , the more important it becomes to have a solid candidate recruiting experience and feedback-driven system for employee retention. To support your company in that goal, today we’re excited to announce 3 new HR/recruiting platform integrations that automate employee feedback collection throughout the entire employee lifecycle: Greenhouse, Zoho Recruit, and BambooHR.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Que signifie CCM ? Un cours accéléré pour les débutants

Quadient

Que signifie CCM ? Un cours accéléré pour les débutants. Ludovic Georges. Wed, 10/27/2021 - 14:33. Nous savons tous que pour les entreprises, une bataille acharnée entre les acteurs se situe au niveau de l’expérience client. Les clients d’aujourd’hui veulent des communications pertinentes et personnalisées, disponibles à la demande et accessibles via le canal de leur choix. .

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How to Implement a Successful Cross-Selling/Upselling Program in Your Contact Center

Playvox

If your contact center isn’t currently focusing on cross-selling and upselling, you’re missing a great opportunity to strengthen customer relationships and increase revenue. Our original contact center research revealed that 28 percent of contact centers generate 11 to 20 percent of their revenue from cross-selling and upselling. Yet, increasing revenue isn’t the most cited reason for having a cross-sell/upsell program. .

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Now Available on Blueshift Academy: Omnichannel Campaigns

Blueshift

As customer expectations evolve and personalized experiences move to the center of your digital marketing strategy, creating omnichannel campaigns is becoming more and more imperative for activating and retaining customers. The post Now Available on Blueshift Academy: Omnichannel Campaigns appeared first on Blueshift.

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How Centercode's Test Platforms Make User Testing Recruitment Easy

Centercode

The first step in building a product that solves problems is understanding what problems exist for your customers and how they're attempting to solve them. Technographics are a critical part of that understanding.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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SECC’s New Research on the Needs and Wants of Renters

Uplight

Renters, for many utilities, are challenging to engage. But this segment is more concerned about their energy bills than other segments, and are less likely to think that their energy bill is affordable. The Smart Energy Consumer Collaborative surveyed over 1,000 residential customers to understand what renter’s attitudes are towards energy, what programs and offers Read More.

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8 Performance Evaluation Methods That Boost Employee Morale: A Detailed Guide

SurveySparrow

Things are finally starting to look up. We think that it might, could be possible to vaccinate most of the world against COVID 19 by 2022. Frankly, most of us are hitting a pandemic wall right now. After enduring two full years of COVID 19 with all of its chaos, it can be hard to care about work some days. In this situation, how can you boost your employees’ morale?

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GlowTouch Announces Partnership With Department of Defense

GlowTouch

Initiative Aims to Connect Military Spouses with Job Opportunities. PRESS RELEASE OCT 27, 2021, 09:00 EDT LOUISVILLE, Ky., October 27, 2021 (Newswire.com) – GlowTouch LLC , a global Business Process Outsourcing (BPO) services provider based in Louisville, KY, announced today that the company has now joined the DoD’s Military Spouse Employment Partnership.

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Customer horror stories: An ill-fated meeting

inSided

Today's inSi-DED story teaches you a lesson in networking. Kind of. TLDR Networking isn’t always a good thing. Especially when two customers are paying very different prices for your product. ?? If you still want to submit your own CS or community horror story, do so here. (And just like this contributor, you can choose to be completely anonymous!).

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How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

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Are you located in the APJ Region and want to learn more from the Customer Interaction Center Webcasts?? Find out more here.

SAP Customer Experience

This month the Customer Interaction Center will be hosting two Webcasts aimed to-wards our APJ Customers, Partners and Colleagues which you can register for at the time that best suits you with the links below (or you can watch the recordings after). We look forward to seeing you there! Webcast.

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How customer success and customer experience can work together

MyCustomer

Loyalty How customer success and CX can work together.

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The Three Principles of Sustainable Transformation

Forrester's Customer Insights

Becoming an environmentally, socially, and economically sustainable business demands a profound and fundamental change. Like digital transformation before it, you can’t just bolt it on. Traditional firms willing to start their multiyear transformation journey toward sustainability must embrace the three principles of sustainable transformation.