Sat.Aug 21, 2021 - Fri.Aug 27, 2021

How can you measure customer satisfaction?

ViiBE Blog

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.

In with the Old: Why Brands Should Aim for a Low Ratio of New Customers


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.


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5 Ways to Show Gratitude to Essential Workers During National Customer Service Week

Hallmark Business Connections

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.

Understanding the customer journey from start to finish

NICE inContact

The customer journey is easily one of the most important, yet most misunderstood, parts of doing business. One of the reasons for this is that the needs of customers can change. Customer Experience

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

How to Prioritize Diversity, Equity & Inclusion in the Workplace


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?

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Amazon Saves you 75 Hours a Year

The DiJulius Group

We are really buying time from Amazon People don’t buy products from Amazon, they buy time. “We 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.

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Roundup: 18 free call center training resources for digital-first agents

NICE inContact

Raise your hand if you owe a few contact center agents apologies for how you treated them before you worked in customer experience. Call Center Best Practices Customer Experience Agent Engagement

Streaming Providers Use Voice of Customer (VoC) Insights to Improve CX


There’s no doubt about it: The pandemic turned media streaming from a rising star to a consumer staple. Customer Experience Media & Entertainment

IT’s Role in Support for Remote Workers


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.

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

Top Five Crushing Customer Service Replies | #CX #CustServ #PeopleSkills

Kate Nasser

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.

Don’t Make Me Repeat My Story!

Shep Hyken

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.

Inside Uplight’s Military Connection with Betty Leicht and Eric Davids


Uplight prioritizes value-alignment and respects all diversity of thought and backgrounds, including professional and service backgrounds.

Digital Marketing Strategy: How to Generate Leads

CSM Magazine

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.

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

From Burnout to Balance: Reinventing QBR Workflows for CS Leaders


This is a guest blog post by Shoshana Luria from PandaDoc. Customer Success (CS) is a core business function, and for some B2B companies, CS is a growth engine.

Amazing Business Radio: Philipp Wolf

Shep Hyken

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.

What Is 13th Month Pay?


Learn what 13th month pay is and how to calculate it in this guide. This way, you can ensure complete salary compliance for your international workforce

Communication Channels: What Is The Right Choice For Your Contact Center?


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.

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

Complete Guide to NPS: The Ultimate Question


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.

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Supporting Your Customers by Going the Extra Mile with Enhanced Support

CSM Magazine

Supporting your customers by going the extra mile with enhanced support leads to happy customers and long-term loyalty.

PK Named a Leader in loyalty services

PK Global

The world has changed significantly over the past year, but loyalty has not, and organizations will need to rethink how to approach loyalty in a post-pandemic world. PK continues to […]. The post PK Named a Leader in loyalty services appeared first on PK.

The 7 Best Knowledge Base Software + How to Choose One

Help Scout

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.

Negative Reviews & Online Feedback Happens - But Where Do You Go From Here?

Speaker: Adam Dorfman, Head of Product Growth at Reputation and Jeremy Shubitz, Director of Marketing at Bosley

Responding to online negative feedback can be challenging. What should you say? What should you not say? Should you even respond? In today's, your customers will be not only your biggest advocates but also your biggest critics. However, negative feedback can offer actionable insights to build a stronger product and customer experience.

CRM HACK: The Fundamentals of Marketing Testing


It’s quite common that a client will come to us at Optimove with any of the following questions: Should I increase my customer communications? If I increase my communication frequency, will I yield better results?

The Value of Super Users: How to Manage a Big Community With a Small Team

Vanilla Forums

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.

Accelerate Emails and SMS Campaigns with Contact Lists


By Michael Cordeiro . How often are you collecting information from the same core group of survey respondents? In today’s market, it has become so important to poll a group consistently over time.

Navigating the ‘Pingdemic’ with Flexible CX Teams

CSM Magazine

Recently hundreds of thousands of people have been ‘pinged’ by the NHS COVID-19 app to alert them to isolate due to close contact with someone who has tested positive for the virus.

Power Hour with the Community Team at Mural

Speaker: Beth Vanderkolk, Lindsay Olson, & Amanda Peterson, The MURAL Community Team

Want to know what it takes to build a community from the ground up? Join us for our panel discussion with the MURAL Community Team. In just 4 months, they have established a thriving community, and they're with us to explain how they did it.