ViiBE Blog
AUGUST 25, 2021
ViiBE Blog. How can you measure customer satisfaction? CRM , Customer experience. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Natalia Barszcz. August 25, 2021. Share this article. Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp. Share on email. Contents. Share this article. Share on facebook. Share on twitter.
Optimove
AUGUST 26, 2021
Out with the old, in with the new! Sounds like some fashion brand’s motto? Might be. One thing’s for sure – when talking about customers, it’s a horrible strategy for brands, even for the wealthiest amongst them. See, brands that are great at spending money on acquisition and are getting lots of people to buy with them in the first place – will not be able to make the next leap in revenue and ROI unless they learn how to keep these customers coming back.
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Hallmark Business Connections
AUGUST 26, 2021
This article was originally published on Business 2 Community. Normally, the first full week in October provides a prime opportunity for companies across all industries to showcase their passion for customers and the employees who serve them. Punctuated by everything from in-house CEO talks to banquets to even picnics where families participate in a little friendly competition, National Customer Service Week has been heralded historically as a highlight for customer service representatives and
Lumoa
AUGUST 23, 2021
Before we begin, we’d like to acknowledge the reality that COVID-19 is still an active pandemic. Although we refer to the “post-pandemic world” in this article, we understand that we’re still in the middle of it all — we just hope we can provide a little hope and guidance for the present and future reality of a post-COVID world. In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Alida
AUGUST 26, 2021
Diversity, equity, and inclusion (DE&I) have been at the forefront of a lot of organizational leaders’ minds in the past few years. But is all that thinking and policy-drafting actually amounting to anything within your business?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
GetFeedback
AUGUST 26, 2021
Notable trends in consumer preferences that will influence how retailers run their CX programs.
ShepHyken
AUGUST 27, 2021
This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. He writes about how customer experience can determine the lifeline of a business. What makes a business stand out from the crowd? It is the volume of customers that makes the difference to a considerable extent. Hence, customer satisfaction has become a very important factor for the sustainability of a business.
Alida
AUGUST 24, 2021
There’s no doubt about it: The pandemic turned media streaming from a rising star to a consumer staple.
NICE inContact
AUGUST 26, 2021
Raise your hand if you owe a few contact center agents apologies for how you treated them before you worked in customer experience.
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.
The DiJulius Group
AUGUST 23, 2021
We are really buying time from Amazon People don’t buy products from Amazon, they buy time. “We offer low prices, vast selection, and fast delivery, but imagine we ignore all of that for the purpose of this estimate and value only one thing: we save customers time,” says Jeff Bezos. “Customers complete 28% of purchases. Read Full Article. The post Amazon Saves you 75 Hours a Year appeared first on The DiJulius Group.
ShepHyken
AUGUST 25, 2021
I’m always frustrated when I call a customer support number that I’ve called before and have to retell my story. The same goes for when I’m transferred to another person. There is no need for this. . I recently posted that message to social media. My friend and fellow customer service and experience expert Jason Bradshaw responded that the same thing happens with online chat.
TechSee
AUGUST 24, 2021
After scrambling to set up remote working environments at the start of the pandemic, enterprises have largely recognized its advantages and adopted the WFH model. This new era has catapulted IT into a front-seat role as remote workers rely on IT to keep them connected daily, especially because popping into the next cubicle is no longer an option. IT expertise is particularly in demand when the remote workforce experiences technical issues – and they do, often.
ReviewTrackers
AUGUST 25, 2021
The use of senior care reputation management is crucial in the industry. More Baby Boomers are retiring and their children look online first to find the best care available. One way facilities can distinguish themselves from the competition is by maintaining a positive reputation in their online reviews. In fact, our research shows that 82 percent of those looking for assisted living facilities will read online reviews as part of their research process.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Kate Nasser
AUGUST 22, 2021
For customer service excellence avoid saying these crushing customer service replies. 30 yrs of experience and insight from Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post Top Five Crushing Customer Service Replies | #CX #CustServ #PeopleSkills appeared first on KateNasser.com.
ShepHyken
AUGUST 24, 2021
Managing Customer Success. Preventing Customer Churn. Shep Hyken interviews Philipp Wolf, CEO of Custify , a company that helps SaaS businesses deliver great results for customers. They discuss how to utilize customer information and behavior to help ensure customer success. Top Takeaways: – Customer service can be reactive. It typically happens when a customer reaches out (via phone, chat, email, or other channels) because they have a problem, and the customer service department helps the
Vanilla Forums
AUGUST 26, 2021
A common misconception in community building is that as your membership increases, your costs will skyrocket. It seems logical that more users must require more resources, namely extra staff to cope with the influx of traffic and moderation. Thank goodness, you have a secret weapon at your disposal – the Super User. Whether you’re a brand new community setting out on your adventure or an established community looking to scale effectively and efficiently, the importance of a Super User program ca
Thematic
AUGUST 25, 2021
Each month, Thematic hosts a virtual roundtable for CX & insights professionals within our community. Together, we discuss how we’re seeing this space evolving and swap notes on best practices! Join our community here. This month our members joined the call ready dive into the field of sharing insights. We came prepared to express our failures and successes and find some common ground around best practices.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Myra Golden
AUGUST 26, 2021
It might surprise you to know I don’t want customer service specialists to apologize to customers. Before you respond to that, let me say that I see apologizing and saying “I’m sorry” as two different things. Today, I’m breaking down what the research says about apologizing, and I’m giving you phrases for expressing “sorry” and empathy.
Uplight
AUGUST 25, 2021
Uplight prioritizes value-alignment and respects all diversity of thought and backgrounds, including professional and service backgrounds. By respecting the dynamic and valuable skill set outside of the energy and software sectors, Uplight has a special internship program working with the Department of Defense to provide experience to servicemen and women completing their final six months Read More.
One Millimeter Mindset
AUGUST 25, 2021
You and I operate according to a series to basic assumptions which are part of the culture of our professional disciplines. What are yours? Professional assumptions are beliefs taken to be true, even if there is inconclusive proof. Over time, professional assumptions are rationales – as well as excuses – for how you respond to just about any scenario that makes you professionally uncomfortable.
Help Scout
AUGUST 24, 2021
We all know the old axiom “knowledge is power.” And though it’s true, there’s a caveat: In order to unlock the power of any knowledge, people first need access to it. Access to knowledge is an issue many businesses face. They have information to share with customers, but they don’t always have an effective means by which to share it. Luckily, there’s a tool that addresses that very issue: knowledge base software.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
CSM Magazine
AUGUST 24, 2021
Generating leads is one of the most important aspects for many businesses. You need to bring in as many leads as possible, as these leads are what drive the revenue for your business. Thanks to the internet, it is now easier than ever before to generate leads, provided you’re using the right strategies. For example, did you know that brands with a blog generate 67% more leads than those without one?
Adrian Swinscoe
AUGUST 27, 2021
The major barriers to simplification are closer to home than you may think. An effective strategy starts at the top. In this guest post, Ross Daniels, […]. The post What’s stopping you from achieving simplicity in your contact centre? first appeared on Adrian Swinscoe.
Kustomer
AUGUST 26, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen flies solo as he recounts an interesting leadership phone call, during which he realizes what tools businesses need to be customer focused. He spills the secrets to success you don’t want to miss out on. Listen to the full podcast to learn more!
ChurnZero
AUGUST 25, 2021
Assessing customer satisfaction is crucial and has become an important part of driving growth for a variety of businesses. A Net Promoter Score (NPS) ® is one popular way of measuring customer satisfaction in a way that’s easy to understand. It will help you set benchmarks to get a clear picture of your performance with your customers. Let’s start with the basics.
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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.
Vanilla Forums
AUGUST 24, 2021
Planning and launching a community is a big endeavour with lots of moving parts. When done properly, the whole organization is bought in and working towards making it a success. However, if this is your first time launching a major community , it can seem like a daunting task. Who is responsible for what? Who has the final authority? Who needs to be consulted?
NobelBiz
AUGUST 24, 2021
In the past, brand and customer interactions were much simpler: you only had to give your phone number and sometimes your email address. But now, customers have digital tools that can handle multiple channels. For contact centers, the challenge is greater than ever, to offer a superior quality of experience in front of a multitude of communication channels.
Kustomer
AUGUST 25, 2021
Buyer expectations are higher than ever, and providing fast, effortless, and personalized support is no longer an advantage — it’s a necessity. According to research by PwC, 73% of consumers consider customer experience an important factor in purchasing decisions. Yet, only 49% believe companies provide a good customer experience, and one in three (32%) will walk away from a brand they love after just one negative experience.
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