Sat.Sep 03, 2022 - Fri.Sep 09, 2022

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How to make a great customer experience: The ultimate guide


Improving the customer experience of a business brings many benefits, like happier customers and stronger feelings of loyalty to your company. However, creating a great customer experience isn’t as easy as it sounds. Read on for a complete guide to making a great customer experience that’s sure to make your brand a favorite among customers! What is customer experience?

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What's the difference between customer centric vs. customer focused?


A customer-centric approach goes beyond selling products and services. It aims to understand the customer and establish long lasting relationships.


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4 Tips to Improve CX with Conversational Customer Service


Before the COVID-19 lockdowns, many companies were moving toward automation and using technology to improve customer service functions. During the stay-at-home orders and aftermath, companies accelerated their digital technology initiatives. McKinsey reports that some companies achieved seven years of progress in less than a year. Innovating the customer service experience at a rapid pace continues, especially from the customers’ point of view.

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18 Live Chat Best Practices to Help You Deliver Superior Customer Service


Note: This blog post was originally published in January 12th, 2017. Because it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. More companies all the time are experiencing the benefits of live chat , but how does one maximize these benefits? By making the most of live chat features while working on the human side of live chat interactions, it’s possible to see improved outcomes and deliver superior cust

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The New GTM Playbook: 18 Ways to Future-Proof Your Sales Team

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

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CX 101: What Is Primary Research?

InMoment XI

If you want to get to know someone, the best way to get an accurate assessment is to ask them questions yourself. You may want to know what they like and don’t like, what makes them happy, sad, or angry, how they feel about specific topics, or anything else that gives you greater insight into their personality. The same is true when you’re trying to understand market research ; having an accurate assessment of your audience and their buying patterns will make all the difference when it comes to

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Building the Digital Customer Journey


Customer success (CS) didn’t start out digital but, rather, as a collection of practices to maintain customer relationships after a sale. Organizations felt their way toward a better understanding of their value, learning how to improve implementations and developing new solutions to serve customers as their businesses advanced. The process required a lot of hands-on attention, with new departments and customer success agents being added to meet evolving needs.

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This Is How to Communicate with Customers


In our customer service workshops , we do an exercise in which we ask participants what their favorite companies are to do business with and why. We almost always get Amazon as an answer. One of its success traits is communication. When a customer places an order, he or she is immediately notified by email. Another email is sent once the order ships with tracking information.

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How Streamlined Onboarding Can Win You Customers for Life


Congratulations! You just landed your company a new customer. You're both excited about working together, but you still have to onboard the customer before the real partnership can begin. Unfortunately, more than 90% of customers think companies they buy from could do a better job at onboarding new customers. To avoid being one of those companies, it's important that you find the right balance between going above and beyond expected customer service without wasting time, energy, and resources.

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The Customer Success Manager Capabilities Model

CSM Practice

The Customer Success landscape has massively evolved in recent years, and the demand for Customer Success talent consistently grows. As the domain is relatively young in age, there is a shortage of experienced CS professionals consequently posing challenges to CSM recruitment and later, on their training and professional development. . The role of Customer Success Manager (CSM ) has been a subject of interest in various webinars and professional forums, leading to meaningful discussions among in

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The Best Ideas From CS Experts Worldwide – All in One Place

Propel23, the world’s first and best online event for CS professionals, had 30+ sessions focused on distinct aspects of post-sale operations. This Ideabook distills those sessions into insights and actionable resources for the CS community through a curated collection of ideas, strategies, and best practices, sourced directly from industry leaders and experts around the world.

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How to Use Survey Templates to Drive Your Customer Feedback Efforts

InMoment XI

Have you ever needed to get information from your customers, but weren’t sure what the best way to get it was? Or you weren’t sure which questions were the right ones to ask? Or you simply don’t have the time to build an entirely new survey from scratch? That’s where survey templates come in. Whether you are a small business owner looking to run your first survey, or you’re building a new transactional survey for all your locations nationwide, survey templates are there to guide you through the

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Planning Your Live Chat Experience: How Many Agents Do I Need?


After you have defined your live chat objectives , it is time to consider the next step: beginning to implement your live chat software. In order to do this, it is important that you hire live chat agents who are professional and all about ensuring customer satisfaction. But exactly how many live chat agents do you need to hire to provide the happily-ever-after customer service that you dream of?

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Fall 2022 Mobile Ordering Trends


The rapid evolution of technology continues to impact every industry and raise consumer expectations around how brands incorporate it into their customer experience. The rise of 3rd party mobile ordering and delivery services has helped many businesses offer a mobile shopping experience quickly, but at a cost.

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Market Research Participants: What They Are + Steps

QuestionPro Audience

Finding the right Market Research Participants for your research studies can be challenging. That’s why at QuestionPro, we want to ensure you have all the resources needed to find just the right sample for you. . First, let’s understand what a Market Research Participant is…. What are Market Research Participants? A Market Research Participant can take up many names, such as a human subject, survey participant, control, and/or survey respondent, among many others.

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A 360-Degree Approach to Customer Feedback - Using Online Reviews & Surveys

Delighted customers are more likely to be loyal to your brand and refer your business to friends and family. But delighting your customers doesn’t just happen magically. Even the best managers have blind spots. There may be areas of your customer journey that look great from the employee’s perspective, but look entirely broken from the customer’s side.

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A Guide To Monitoring Your Remote Contact Center Agents


A contact center is an essential part of every company’s business. With the increasing sophistication and complexity of customer demand, it has become increasingly important to have a team of skilled agents who can handle any query easily and gracefully. The Coronavirus has forced companies to adapt in rapid ways When the pandemic first hit in March 2020, contact center operations were immediately impacted.

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You Don’t Have To Be An Expert

Steve DiGioia

Job descriptions expect it. Social media “influencers” claim it. And we listen to those we assume are one. An “expert”. But who is really an expert? What Are the Requirements to be an Expert? Is it someone who has multiple advanced degrees and took place in hundreds of clinical trials but has never worked outside of academia adapting to real-world market conditions?

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How Are Customer Service Teams Using SMS Support?


Thirty years after the first text message was sent in 1992, SMS is more popular than ever – but not just in the realm of texting friends and family. SMS messaging has taken off among customer service and support teams too, and the reasons are straightforward. Customers find SMS support more convenient and faster than other communication channels, while organizations offering SMS customer support can engage with more customers and prospects.

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Why You Need an Emotional North Star

Heart of the Customer

We may not want to admit it, but we’re emotional beings. We attempt to make rational decisions, but despite our best intentions, our emotions continually sway us. Don’t take my word for it. Mountains of academic literature, articles, and studies explore the importance of emotions in decision-making. More recently, Daniel Kahneman raised mass-market awareness of […].

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Maximizing Productivity in the Contact Center

In 2022, businesses recognized the value of optimizing their contact center operations to streamline processes, increase efficiency, and meet the rising expectations of their customers. However, only 10% of customers believe that experiences have significantly improved over the past year, making productivity a non-negotiable metric for success. To empower agents to do more with less, this report highlights the leading pain points that prevent efficiency and establish a framework for maximizing p

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5 rules for a highly successful customer experience implementation with amazing ROI! – A case study

Beyond Philosophy

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations. The Maersk Line project that I worked on with Michél Patterson , a continuous improvement expert in Lean Six Sigma was one of the most, with an improvement

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What Is a Quarterly Business Review? Three Keys to a Great QBR


What Is a QBR? How to Make Quarterly Business Reviews Count. A quarterly business review (QBR) gives you four opportunities per year to showcase the value your product delivers to customers. For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time.

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Why Companies are Switching from Zendesk to Comm100 (and why you should do the same)


The importance of customer service is no longer debatable. 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. With the need to offer exceptional customer service, choosing the right technology to deliver this is more crucial than ever. With this in mind, many organizations are switching from Zendesk to Comm100 and its omnichannel customer engagement platform.

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Delivering Happiness with AI-Powered Customer Support


We live in a new era of expectations. Customers want accuracy, speed, and convenience when they’ve got an issue that needs to be resolved. That makes great CX essential, and we all know it when we experience it. We want fast accurate support and resolutions—24 hours a day, 7 days a week, 365 days a year—across every channel. . In fact, research shows that when brands provide customers with accurate answers and resolutions in real-time, customers are 30% more likely to make a pu

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3 Sizzling Ways to Warm up Cold Calls

Even in today’s data-driven sales world, cold calling remains a fact of life for many go-to-market professionals. Fortunately, today’s sales leaders have a crucial advantage over their predecessors: market intelligence and outreach platforms that can warm up virtually any introduction.

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The 5 Biggest Regrets About Customer Experience That CEOs Have On Their Deathbed

The DiJulius Group

There is irrefutable evidence that the best customer experience brands from every industry outperform their competitors and the stock market by a significant margin, in any economy—yet often there are regrets about the customer experience that CEOs have on their deathbed, having been caught up in the short-term artificial gains. When profits are the sole.

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CCMG & COPC Inc. Partner to Propel South Africa’s Contact Centre Industry Development  


WINTER PARK, Fla., Sept. 8, 2022 – COPC Inc. is pleased to announce a new partnership with the Contact Centre Management Group (CCMG) in South Africa. This partnership will provide the South African contact centre industry with research insights into its market and those it supports, ensuring improvement in professional competency. “The CCMG is very proud to partner with COPC Inc.,” says Sharon Haigh, CEO at CCMG. “Our quest to deliver global best practices with our designation

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5 Product Feedback Survey Templates & Most Asked Questions

Zonka Feedback

Whether you are just starting a SaaS business or you are into the advanced stages of product development, collecting feedback from the users should be the topmost priority. And feedback from properly delivered product surveys can help you understand all stages of the user story.

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Four ways customer education helps support the Customer Success team


This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. But as a company scales and brings in new accounts, CSMs can start to feel like Lucy and Ethel in the chocolate factory—the customers keep rolling along faster than CSMs can properly manage them!

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Is Training the Right Solution?

Speaker: Tim Buteyn

Let's set the scene: you’ve identified a critical performance gap in your organization and need to close that gap. A colleague suggests training, but you suspect there’s something going on that training can’t address. How can you determine if training is the right solution before you commit your budget and resources to a new training program? In this webinar, you will learn how to determine if training is the right solution using the Behavior Engineering Model.

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What is the Best Way to Measure and Analyze Your Data? A Quick and Easy Guide

dscout People Nerds

Understanding the range of analysis options for certain types of data can unlock your research’s potential—and you don’t even need a data science degree, either.

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Top 10 SMS marketing platforms for local businesses


A Gartner study found that text message open rates are as high as 98%, and nearly 45% of texts receive a reply. Texting – also known as SMS messaging – is how modern customers prefer to communicate. Your business needs an SMS marketing strategy if you want to meet your customers where they are – and it’s much easier to organize contacts, manage campaigns, and send messages from an SMS marketing platform.

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Top 10 SaaS Survey Software & How to Choose the Right one?

Zonka Feedback

When it comes to choosing the right SaaS survey software, there are plenty of things to keep in mind. For starters, you should be able to collect actionable product feedback data from customers, segment the data into categories relevant to your survey goals, and close the loop faster.

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