Fri.Oct 06, 2017

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Ask Abby Nicely: My Boss Asked Me to Find an NPS Tool. Now What?

AskNicely

Introducing an all-new, weekly series on the blog called “Ask Abby Nicely”, where customer success manager Abby Castro answers your most pressing NPS questions every week. Stop me if you’ve heard this one before. You get the email from your boss. “We need to find an NPS solution—like, yesterday! Who wants to lead the charge?

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Guest Blog: 4 Tricks for Keeping Your Cool in Tricky Service Situations

ShepHyken

This week we feature an article by Pascal van Opzeeland that discusses how to handle difficult customers. Most of the time we encounter tricky service situations, we want to resolve them and restore the customer’s confidence in doing business with us. – Shep Hyken. When you’re working in customer service, difficult customers are a part of your job.

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Developer Roundtable: How to Get App Reviews

ReviewTrackers

Online reviews play a major role in shaping the purchase decisions of today’s consumers. Regardless of whether they’re choosing a new restaurant, a hotel, a car dealership, an insurance provider, or even a company to work for , people rely more than ever on the opinions of others — such as those voiced in online reviews. Same goes for apps. But app reviews aren’t merely a crucial source of information for smartphone- and tablet-brandishing users looking to download their next productivity tool,

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The Most Important Metric in CX

Vocalabs

The Most Important Metric in CX. Peter Leppik. Fri, 2017-10-06 15:36. Customer Experience. The Minneapolis Chapter Meeting of the CXPA featured a panel discussion this week for Customer Experience Day. Four Customer Experience luminaries from the Twin Cities area fielded questions from a packed audience for the better part of an hour, but the very last question stood out.

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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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Top 10 Customer Service KPIs: How to Evaluate Your Live Chat Team Performance

Provide Support

Customer Service KPIs for Live Chat Teams. Customer service representatives play a key role in business growth and promotion – by supporting customers they build trust and improve brand awareness, reduce the number of complaints and facilitate your marketing efforts. More than that, they often are the only contact a customer has with a company. If your business is in need of creating or growing a customer service team, there should be a process of evaluating its performance to make the team succ

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Ofcom call for better broadband speed honesty

Helen Dewdney

Most of us are broadband users and most of us have complained about broadband speed have we not? Today (6th October 2017) Ofcom proposed to strengthen the current codes to improve speed estimates provided at the point of sale, after sale and in customer contracts and to enhance customers’ right to exit. The proposals: • Improve speed information at the point of sale and in contracts, by reflecting the slower speeds people can experience at ‘peak’ times; and by ensuring providers always give a m

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Lior Arussy CX Talks

Strativity

Lior Arussy CX Talks. The post Lior Arussy CX Talks appeared first on Strativity.

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Cultivating a Customer-Focused Culture

Brad Cleveland Blog

The number one key to sustaining great service is culture. The culture of doing the daily hard work to focus on what’s best for customers. What do organizations with the most engaged employees and customer-focused cultures have in common? Here is a Lynda.com video from the course Customer Service Leadership that describes seven principles that I’ve seen stand out.

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Jacada Visual IVR: The Holiday Gift to All Call Centers

Uniphore

It’s no secret that the holiday season is often the busiest time of the year for many businesses. In fact, 20-40% of annual sales for retailers are generated over the last two months of the year, so the pressure on holiday retailers is high. For many customers, the way in which a company delivers its customer service determines whether they choose to give that company their business.

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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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Cultivating a Customer-Focused Culture

Brad Cleveland Blog

The number one key to sustaining great service is culture. The culture of doing the daily hard work to focus on what’s best for customers. What do organizations with the most engaged employees and customer-focused cultures have in common? Here is a Lynda.com video from the course Customer Service Leadership that describes seven principles that I’ve seen stand out.

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What is Customer Service Experience

LiveChat

Customer experience is the experience that a customer has with a brand. It includes many different areas, such as web design, ease of ordering, and speed of delivery. Customer service experience focuses on one specific area: service. It is about a customer’s opinion of the support they have received from a company. Like customer experience as a whole, it is an important part of ongoing business growth.