August, 2019

The Importance of Customer Satisfaction

Lumoa

The importance of customer satisfaction is generally taken for granted. If you don’t have a solid understanding of why customer satisfaction is important, you risk undervaluing it. Here are five reasons why customer satisfaction is important. Feed generated with FetchRSS

5 Key Technologies for the Future of Digital Customer Service

NICE inContact

We talk a lot about “future-proofing” your business. It’s an important concept for any company considering digital customer service integration. You don’t simply want to plan for your current customer service needs. You’ll need a solution that can easily scale as business grows.

The Key to Cultivating Loyalty: Taking Action on Customer Feedback

IntouchInsight

Your source for the best knowledge on collecting data to drive business improvements

The Purpose Of A Corporation, Redefined

Experience Matters

Almost 200 CEO's redefine the purpose of a corporation. My take: It's all about adding value to people's lives. The post The Purpose Of A Corporation, Redefined appeared first on Experience Matters. Customer experience

The Omnichannel Olympics: Transform to Perform

Speaker: Ron Dutta, VP of Business Development & Omnichannel CX Solutions

We are currently in an age where customers of all ages are always on the go and do not have time to connect with companies over traditional channels. They want companies to provide more channels of communication and solve problems at their moment of need. How do companies continue to add more channels and keep up great customer service?

Introducing GetFeedback for Field Service Lightning

GetFeedback

Get visibility into the onsite service experience and take immediate action to improve your field service operations. We’ve all experienced the dreaded four-hour window waiting for cable service installation.

More Trending

How to Win New Customers With Better Experiences – Part 1

Kayako

Customers enjoy doing business with companies that are easy to work with. The Ubers and Amazons of the world are constantly setting the gold standard in terms of what customers should expect from businesses, making consumers very aware of what great customer experiences should look like.

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It Turns Out, Customers LIKE Email

NICE inContact

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. I can think of several technologies that have promised to replace email, like Slack and other messaging applications (e.g., Apple Chat or WhatsApp).

Rescued animals, animal shelters and pet ownership

QuestionPro Audience

How many times have you seen somebody advertise on social media about putting their pet(s) up for adoption? Initially, the excitement of getting a puppy or a kitten home knows no bounds.

Five Recommendations For De-Emphasizing Benchmarking

Experience Matters

Benchmarking #CX against competitors is a good activity, but it is overused. See 5 pieces of advice. The post Five Recommendations For De-Emphasizing Benchmarking appeared first on Experience Matters. Customer experience CX - Customer Experience Enlighten

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

How to Use the CSAT Metric in Your CX Program

GetFeedback

Let’s talk about customer satisfaction. . What does it really mean? Is it worth it to track? It’s time to get serious about getting satisfaction. Just like Jagger. In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple.

The Benefits of Using Celebration Alerts in CX Surveys

MaritzCX

Encouraging Customer Response by Focusing on the Positive Recent MaritzCX studies show that voice of the customer (VoC) survey respondents who are prompted to share a positive or “celebration” comment during the survey are 5 times more likely to provide feedback.

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How to win new customers with better experiences – Part 2

Kayako

In our previous post we talked about what customers were expecting from companies they did business with. In this post we will cover the steps you must take as a business to ensure you’re doing everything you can to remain relevant to your customer at each step of their journey.

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Boost Revenue in 8 Easy Steps

NICE inContact

What can you do when revenue targets keep increasing but your budget stays the same? It’s a challenge more and more companies are facing – and many of them are looking to their contact centers for solutions.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

The Best Companies Do This Even When They Don’t Have To

Steve DiGioia

it's one of the reasons why consumers maintain loyalty Buffer, one of the industry-leading apps used to schedule and share content on social media, recently had a “bug” that affected 0.00599% of Buffer users (467 out of 7,800,000). A pretty small number if you asked me. So, what did they do?

Deliver Peace of Mind, Not Paperwork

Customer Bliss

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. Where is a navigator when you need one?

What to Do if You Have a Poor CSAT Score

GetFeedback

“How was your day today?”—that that question is about as ordinary as they come. . It’s a basic and seemingly benign thing to say, right? But by asking that question, we get a quick sense of how someone’s day went, and we have an idea of where to take the conversation next.

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Valuable CX Industry Insight Shared by MaritzCX CEO

MaritzCX

This article was originally published by ESM. You can view the article here. Technology Vet to Enterprises: Stop Chasing Bright Shiny Objects and Focus on Basics When the CEO of a leading technology company warns business leaders to beware of ‘bright shiny objects,’ one should listen.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

More Than Just Data: Why Actionable Insights Matter

CloudCherry

Photo by Adam Le Sommer. Photo by Karla Vidal . There’s no question that customer experience (CX) is a data-driven discipline. After all, at the foundation of most CX programs are close-ended surveys designed to capture and analyze customer feedback.

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Transform Citizen Connections with Cloud

NICE inContact

Our ability to interact and engage with our government is clearly fundamental to the functioning of our cities, states and nation.

I’m Sorry, We’re a Little Short-Handed Today

Steve DiGioia

never ever say that to a customer I went to my local Petco store last week to buy a few more guppies for my fish tank. I got this tank for my kids a few years ago but they never bothered to look at the tank and I don’t think they’ve ever even fed the poor fish. But that’s another story.

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The Best Ways To Improve Innovation With Better Ideation & Insights

C3Centricity

One of the most frequent questions I get asked by my clients is how they can improve their innovation. . Whether they are large or small, global or local, they all want to their new products and services to be more successful.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

How to Improve Your Customer Satisfaction Score (CSAT) Score

GetFeedback

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. The score is solid. But you aren’t satisfied; you believe it could be so much better. And rightly so — it usually can be.

Get Rid of Opportunistic Fees & Improve Customer Experience

Customer Bliss

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. A drink of water from a bottle in my hotel room just cost me about 42 cents.

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How to Keep Members Engaged & Excited about Your Member Hub

Vision Critical

Craig Troop, Deputy Director of Research, and Carol Powanda, Research Analyst at the Pennsylvania Lottery share these tips based on their experience leading the PA Lottery Insiders insight community.

The Digital Revolution: Best-in-Class Digital Experiences

NICE inContact

In an earlier post, The Digital Revolution, Rising Consumer Expectations , we showed how consumer expectations are changing and placing a higher priority on digital engagement with companies. We ended by detailing 7 best practices that we’ll detail here.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.