Sat.May 22, 2021 - Fri.May 28, 2021

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8 Customer Satisfaction Metrics For 2021

SurveySparrow

You have the dream cupcake store you always wanted. You have 10000 followers on Instagram and another 25000 on Facebook. That’s a long way from your first post in January 2020. Google reviews have put you at a decent 4.4/5. At the rate business is going, you should be breaking even in 3 months. You even managed to get your actual physical store last month.

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Why You Should Be Proactively Firing Customers Without Hesitation

Beyond Philosophy

In the early days of my career, I thought the customer was always right. The idea that one should fire a customer sometimes would have sounded like madness to me. However, as I have matured over the following four decades, I learned that sometimes the customer is not right. Sometimes they are really, really wrong, from how they abuse your systems to how they tax your resources to how they talk to employees.

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How to Boost Customer Satisfaction Levels Through Live Chat

Advantage Communications

The most effective way to answer your customers’ questions today is to meet them in the channel they prefer, with a solution that gives them seamless access to customer support when they require it.

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How To Best Handle Long Wait Times In Your Contact Center

Omnicus

Although most companies will claim that “your call is important” to them, bad planning and lack of resources create a situation where long waiting times become the norm. A norm turning most customers to look elsewhere to meet their needs. Don’t be the norm. It doesn’t always feel like my call is important Most of us have heard the phrase “your call is important to us” many times.

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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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Security and Ethics of Contact Center AI: When is AI Creepy?

NICE inContact

AI can yield significant benefits when it's used properly and ethically. Applying AI in the contact center can improve accuracy, efficiency, and the customer experience. If your organization doesn't use AI yet, it's probably just a matter of time. Be sure to consider ethics and data security beginning Day 1 of your project. Designing your solution right and putting good standards and governance in place will help ensure your solution isn’t creepy.

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5 Rules for Managing Your Customer Experience in Business-to-Business

Beyond Philosophy

Business relationships are a lot like customer relationships. They both involve buying decisions and loyalty—and emotions. However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Today we will go through those differences with our 5 Rules for Managing Your Customer Experience in B2B relationships.

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5 Top Customer Service Articles of the Week 5-24-2021

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. (Custify) It’s crucial for those who are loyal to you to make sure they feel appreciated by going the extra mile for them.

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Why Contact Center Leaders Need to Pay Attention to AI-powered Analytics

NICE inContact

Today's contact center analytics can give leaders unprecedented insights into operations and identify if they're delivering the experiences customers expect and value. Artificial intelligence (AI) can take standard contact center data and transform it into actionable information about customer behavior, agent performance, and operational efficiency – key information that can’t be ignored for the modern contact center.

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5 Ways Home Security Firms can Boost CX with Visual Assistance

TechSee

The future of the market for home security firms is bright. Rising crime rates, falling prices of home security devices, and the growing adoption of IoT smart homes and cloud-based technologies are driving the sector to an estimated $62.3 billion by 2025. While the increasing demand for 24/7 monitoring service means that professionally installed products are expected to remain the largest installation type, the DIY (Do-it-yourself) segment is expected to experience the highest growth rate durin

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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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3 Ways to Optimize Sales Performance and Be Ready for the Coming Boom

Integrity Solutions

To ramp up sales performance and strengthen your sales pipeline, you have to develop your salespeople’s confidence; inspire them to be more proactive; improve their ability to build trust and rapport in an increasingly digital world; and equip them to engage in buyer-centric, results-driven conversations. The sales business went through rough waters (to put it mildly) in 2020, but now it’s time to get your sales plan ready and your team geared up to ride the coming wave.

Sales 126
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The Worst Sales Call Ever

ShepHyken

Even though this is about a sales presentation, it ties into customer service. It has to do with preparation, knowing your customer, understanding what they want, and more. This is what great salespeople do to prepare for a meeting with a customer or client. This is how anyone delivers a better experience, regardless of whether it’s during the sales process or any other interaction the customer has with people in a company.

Sales 142
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Agile and CX

Zeisler Consulting

One of the more curious—and least expected—experiences in my professional career is how I became a professor at the US Air Force Academy. I wasn’t formally trained as an educator but learned at the knee of some wonderful academicians and thought-leaders in the field. One thing that I took to right away was analogizing, or finding different ways to explain or apply a concept.

Course 93
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Introducing: The Conversocial CX Playbook for Private Messaging Channels

Conversocial

At Conversocial we saw an 87% rise in the volume of private messaging between 2019-2020. Only 27% of the conversations our partners have with their customers are over public social channels - what does this tell us? There’s been a fundamental shift in where, when and how consumers want to interact with their favourite brands. A new way of doing customer conversations means adapting your methods or risk being left behind.

Consumers 111
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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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Your Customer Service Level is a Direct Reflection on your Company

CSM Magazine

A few days ago, I was shopping around for a roadside assistance plan. I nailed my search down to three companies. Here some key takeaways I collected from the experience. The first company that had a few good reviews and an A rating with the better business bureau (BBB) was the first one I reached out to via phone, selected all the suitable options to talk to new membership sales.

Company 111
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How do we move the call to closure when we can’t give the customer what they’re asking?

Myra Golden

Yesterday I held a live Q & A on YouTube, and it was engaging, educational, and energizing! Questions came in from Idaho, Germany, North Carolina, Georgia, the UK, and Denver. . Watch the replay to hear my answers to: 4:04: Can you answer how to phrase the USA method if the client received an incorrect item, and we can offer a replacement or refund due to practice and send a small electronic gift certificate while the client is upset she is not going to get the item for an event?

Course 111
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A Guide to Collecting Product Feedback

mopinion

Markets move fast, leaving little room for delay; a trend which has left many product managers and marketers with a great deal of pressure to perform and achieve product excellence. For these teams, it’s all about getting the right products to market faster with the guidance of user insights, a clear product strategy, and a […]. The post A Guide to Collecting Product Feedback appeared first on Mopinion.

Feedback 110
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Key terms of the easement agreement, this is always mentioned.

Wired and Dangerous

And you can use it in your online shop or business as well. Reciprocity in marketing can lead to increased sales. Reciprocal marketing is where businesses promote each others products or services in order to gain a mutual benefit. For example, when you book a holiday to Florida with many of the UKs major travel agents, you will be offered the opportunity to purchase discounted attraction tickets which are supplied by a third party.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Being a Trusted Adviser is Not the Same as Providing a Great Customer Experience

Middlesex Consulting

In a recent whitepaper Beyond Remote Service: Is now the time to redefine service delivery? Author Kris Oldland, Editor-in-Chief, Field Service News presents a number of compelling arguments that support the notion that Augmented Reality will not only change Field Service delivery, but the long-term outcome will be good for customers and service organizations.

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A Policy Is Not An Excuse For Your Disrespect

Myra Golden

One of my sisters is a flight attendant. Yesterday we talked about her enforcing mask requirements on her flights. With the CDC’s recommendation, I knew that vaccinated people don’t need to wear masks outdoors or indoors, but we still should cover up on planes, trains, and busses, which would put her in a challenging position. We happened to be having the mask conversation as my sister was walking down the jetway for a flight from Dallas to Des Moines.

Policies 105
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How to Use Digital Customer Journeys to Scale Your Business

Totango

We recently polled the Customer Success industry asking about the top challenges they are facing. The number one answer? Scale. Over the years, we’ve found that most companies are very oriented around a high-touch customer engagement model. However, as the world has shifted (particularly last year during the pandemic), the modern customer journey has shifted as well and it now requires a different engagement model.

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Revenue Generation is Everyone’s Collaborative Responsibility

One Millimeter Mindset

Revenue generation is everyone’s collaborative responsibility, regardless of whether it is stated or not in your job description. Are you engaged in revenue generation or cost containment in your current professional role? Instead of either-or, let’s transform your role into yes-and. Are you going back into traditional professional roles which separate people by how they solve problems?

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Customer Success Plans That Rock!

Education Services Group

Let’s talk Customer Success Plans. What’s a Customer Success Plan, you ask? Well, let’s just say it’s the wind beneath your customer’s wings. It’s the recipe for their success. It’s the chocolate in their cake. Or whatever flavor of cake you like best. My amazing metaphors aside, Customer Success Plans are essentially the “what” and “how” of delivering on your CS strategy.

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CRM Journey Orchestration Showdown: AI vs. Manual

Optimove

Obvious alert: The more granular your CRM journeys are, the more personalized your marketing becomes. It’s one and the same, basically, but bear with me. As your marketing becomes more personalized, your messages become more relevant and effective, Right? And that leads to increased customer lifetime value. And so, to increase customer lifetime value and deliver customers a more relevant experience, all you have to do is create more personalized campaigns, targeting more granular segments

CRM 98
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Customer Advocacy is a Two-Way Street

Influitive

You’re on a first date. You know a little bit about this person and are interested in learning more to see if there’s really a spark. The two of you meet at a quaint coffee shop (outdoors of course–social distancing). The barista brings your hot beverages to the table. Half a drink through and you […]. The post Customer Advocacy is a Two-Way Street appeared first on Influitive.

Course 98
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How Kustomer’s Latest Platform Features Increase Agent Efficiency Through Streamlined Customer Data

Kustomer

For every CX organization, the ability to effortlessly collect, organize, and analyze customer data is foundational to success. As a customer service CRM, Kustomer has always understood the importance of data. Whether it’s easily ingesting information into a customer timeline, delivering instant resolution through self-service, or helping an agent understand a recent customer conversation, Kustomer uses data to make magic happen and save your business countless hours.

Data 98
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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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How to Make your Customer Experience Training More Fun and Effective

The DiJulius Group

The Customer Experience Olympics The video you just watched (above) was NewDay USA, a mortgage company serving veterans, having their teams compete against each other on the different components of their customer experience training they had all just received. The training was on their customer service vision, three pillars, their never & always.

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Four drivers of bank loyalty that foster emotional connection

PK

“Emotional connection” has been the basis of bank loyalty for generations. The relationships customers developed with bank employees, the quality of in-person customer service, and the deep-seated trust in depository […]. The post Four drivers of bank loyalty that foster emotional connection appeared first on PK.

Banking 98
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The 3 Pillars of Brand Customer Loyalty

Advantage Communications

Think back to your last big purchase. Was it a new laptop to update your old, slow and laborious one that you had been working on for the past couple of years? Perhaps it was something less exciting like a lawn mower to replace the one you have been using for the past 10 years?

Loyalty 98