Lumoa

FEBRUARY 14, 2024

The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. This is because CX involves many factors that are outside your direct control.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Customer empathy is at the heart of Lush’s approach to building trust with its customers.

Customer Experience 423

Customer Experience Social Media Customers Video 423

Experience Investigators by 360Connext

MAY 7, 2024

Why Customer Experience Leaders Need to Develop an AI Strategy Today (Even if You’re Not Ready) Artificial intelligence is so ingrained in our daily lives that it’s now unavoidable — and evolving rapidly! As customer experience leaders, it’s our responsibility to learn how we can apply AI to transform our customer experiences.

Strategy 143

Strategy Customer Experience Self Service How To 143

C3Centricity

JANUARY 30, 2024

Difficult customers! Every business has them, and no one likes to get customer feedback that is challenging to handle. So what’s the secret to turning difficult customers into loyal advocates? You may never have considered this, but customer complaints are actually a gift!

Feedback 226

Feedback Customers Customer Retention Examples 226

TechSee

MAY 9, 2024

As customer expectations continue to evolve, businesses are increasingly turning to Artificial Intelligence (AI) to enhance Customer Experience (CX). However, as with any technology, the integration of AI into customer support processes raises important questions about safeguarding CX. Why Use AI for CX?

Contact Center 109

Contact Center Training Guidelines Interaction 109

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions.

Call Center 105

Call Center Contact Center Chatbots Virtual Agent 105

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions.

Call Center 104

Call Center Contact Center Chatbots Virtual Agent 104

BlueOcean

NOVEMBER 13, 2023

Keep your finger on the pulse of the industry. As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry. Wise words from CallMiner.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. But what mix of live agents versus AI is best for your business?

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Horizon CX

JANUARY 2, 2024

Closing the Loop: Valuing Customer Feedback Beyond Surveys Introduction In the dynamic realm of customer experience management, one often overlooked aspect is the importance of closing the loop with customers after they have provided their valuable feedback, especially within the context of surveys. Was it what they expected?

Metrics 130

Metrics Survey Communication Effort Score 130

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. But how do you respond in a way that’s both genuine and impactful? When you express gratitude towards your customers, it triggers a positive psychological response.

Feedback 155

Feedback Effort Score Social Media Customer Satisfaction 155

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

NobelBiz

APRIL 23, 2024

Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. A debt collection agency is a business that specializes in recovering unpaid debts on behalf of creditors.

Omni-Channel 94

Omni-Channel Contact Center Customer Centricity Technology 94

Retently

APRIL 18, 2024

Are you leveraging the full potential of the in-app NPS survey to tap into customer feedback? Discover the effectiveness of in-app NPS surveys in capturing customer sentiment and learn best practices for embedding them into your digital platform for more meaningful insights that drive growth. Let’s get started.

NPS 78

NPS Survey Net Promoter Score Effort Score 78

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Net Promoter Score 146

Net Promoter Score Consulting NPS Customer Success 146

CSM Magazine

MAY 8, 2024

While fear and uncertainty over its effect on jobs and the future of societies persist, a growing number of organizations are intrigued by the idea that AI could allow them to offer consistent, always-on customer service more cost effectively. Start by understanding your brand.

Customer Service 52

Customer Service Contact Center Policies Connections 52

ShepHyken

AUGUST 31, 2023

They write about how improving customer journeys increases business growth. When simply surviving in the saturated e-commerce market is a struggle, achieving business growth might just feel impossible. Consistently improving the customer journey and user experiences can help you attract and retain loyal customers.

Customer Journeys 128

Customer Journeys Net Promoter Score Touchpoint Customer Satisfaction 128

CSM Magazine

MAY 9, 2024

Recognizing and supporting vulnerable customers is not just a regulatory necessity—it’s a moral imperative. Vulnerability shows up in many ways – whether that’s dealing with money woes, facing physical limitations or battling the ups and downs of mental wellness. Sometimes, customers keep their struggles to themselves.

Engagement 52

Engagement Exercises Customer Confidence Training 52

CSM Magazine

MAY 6, 2024

Improving customer service in the auto transport industry involves offering custom solutions tailored to each client’s unique needs. Utilizing customer portals and GPS tracking for better communication with customers also plays a crucial role in improving overall satisfaction. But it doesn’t stop there.

Transportation 52

Transportation Customer Satisfaction Industry Strategy 52

Magellan Solutions

SEPTEMBER 11, 2023

Do you find it challenging to optimize your resources and meet demand? Plus, increase customer satisfaction by 5% to 10%. There’s a plethora of ways that businesses can benefit from using AI tools for scheduling too! Finding your way through deadlines and unexpected changes is challenging.

Tools 98

Tools Social Media Healthcare Resources 98

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Customer Success 104

Customer Success Effort Score Touchpoint Customers 104

Feedbackly

JULY 18, 2023

Is there a greater joy than hearing your customers rave about your products and service? After all, there’s no better endorsement than positive client feedback to highlight the value of your business. Therefore, for businesses, understanding and influencing customer emotions is important, if not critical.

Customer Journeys 98

Customer Journeys Feedback Customers Brands 98

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

ShepHyken

NOVEMBER 13, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: We kick off this week’s Top Five roundup with Nate Brown’s article introducing us to a new way to look at the importance of customer communities. Here are my top five picks from last week.

eBook 57

eBook Customer Service Tips Survey 57

Win the Customer

MARCH 22, 2021

Running and maintaining a small business is a challenge. Because of limited personnel and limited financial resources, small business owners often need to wear multiple hats to keep their business afloat like the use of another address for their mailbox company. The following are four essential technologies for small businesses.

Technology 188

Technology Software Banking System 188

BirdEye

NOVEMBER 15, 2023

For local businesses and brands, effectively leveraging Google’s suite of products presents a major opportunity to attract and retain customers. AI can help businesses engage customers, automate operations, and improve employee efficiency. We’ve had some great conversations on the evolution of AI.

Brands 110

Brands Data Technology Consumers 110

ReviewTrackers

APRIL 8, 2022

A 2018 study from Tripadvisor revealed that an overwhelming 97 percent of respondents see online reputation management as important to their business. However, many Tripadvisor business listing managers are still lost in the dark when it comes to creating an effective reputation management strategy. Set and Meet Customer Expectations.

Management 123

Management Study Consumers Feedback 123

BirdEye

NOVEMBER 7, 2023

As customers verify your brand’s reputation on top car review sites , you need to ensure that your email marketing strategy also delivers to meet their expectations. These emails are strategically crafted to engage potential customers, nurture leads, and drive sales. It is effective communication.

Sales 114

Sales Automotive Tips Advertising 114

Call Experts

APRIL 8, 2024

This award is presented annually by the Association of TeleServices International (ATSI), the industry’s Trade Association for providers of telecommunications and call center services, including telephone answering and message delivery across North America and the UK. Now a fourteen-time winner , Call Experts earned the Diamond Plus Award.

Telecommunications 52

Telecommunications Call Center Contact Center Conference 52

NobelBiz

FEBRUARY 6, 2024

SMS (Short Message Service ) has become a pivotal channel in the contact center industry. In this article you’ll learn about core strategies, compliance must-knows, and groundbreaking innovations and insights to transform your SMS campaigns into powerful tools of engagement and growth.

Innovation 98

Innovation Strategy Contact Center Multi-Channel 98

Solvvy

OCTOBER 12, 2022

Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. If the company had a great AI chatbot, the interaction might have been so natural that it took a while to realize that you weren’t actually talking to a human. Introduction to Artificial Intelligence Chatbots.

Chatbots 94

Chatbots Self Service Knowledge Base Virtual Agent 94

ShepHyken

SEPTEMBER 17, 2021

This week we feature an article by Jeff Pedowitz, ForbesBooks author of F The Funnel: A New Way To Engage Customers & Grow Revenue, and President and CEO of The Pedowitz Group. He offers five tips for brands to enhance the customer experience and in the process build brand loyalty. Surprise the customer.

Tips 109

Tips Customer Experience Loyalty Loyalty Programs 109

Magellan Solutions

JULY 13, 2023

Are you planning to embrace AI tools to streamline your lead-generation strategies? All these allow you to entice your customers to choose your business over your competitors. All these allow you to entice your customers to choose your business over your competitors.

Tools 98

Tools Effort Score Social Media Gamification 98

BirdEye

JUNE 22, 2023

Your business wouldn’t exist if it weren’t for your customers. But not all customers are the same. Each customer you target comes with unique temperaments, making a one-size-fits-all approach ineffective. Effective customer service is based on knowing what your customers expect, want, and need.

Case Study 98

Case Study Social Media Loyalty Brands 98

BirdEye

AUGUST 29, 2023

Happy customers build successful businesses. You can grow, scale, and develop your business if you understand your customers’ feelings about you. Great products, the best marketing campaigns, and the costliest ads are all playing second fiddle to the power of customer satisfaction.

Customer Satisfaction 98

Customer Satisfaction Chatbots Social Media Omni-Channel 98

Magellan Solutions

NOVEMBER 27, 2023

Have you heard that 81% of buyers say that experiencing good customer service increases their likelihood of making a repeat purchase ? In a world of choices, attention is crucial for your business to stand out. Exceptional customer service is a guiding light, capturing attention amidst many options.

Customer Service 52

Customer Service Exceptional Customer Service Customer Satisfaction Customer Centricity 52

Team Support

JULY 31, 2023

The data collected in your customer support department does not begin and end with customer support personnel. The benefits of the data collected here touches every other aspect of your business including hiring, product support, marketing strategy, and more.

Data 97

Data Social Media Metrics Software 97