Trending Articles

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May the Farce Be With You  

ShepHyken

The title may be a bit misleading. You dont want to be a victim of a farce. You want to experience a positive force. Before I go further, lets give a shout-out to one of our Shepard Letter subscribers, Joe Emmet of Empire Marketing, who suggested the title, which activated the creative force that led to this article. We have all been victims of a customer service or experience farce.

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The Link Between Customer Satisfaction and Employee Retention

Calabrio

Customer Experience The Link Between Customer Satisfaction and Employee Retention Share How Happy Employees Create Loyal Customers and Drive Business Success The contact center industry is plagued by high attrition rates, averaging around 32% and reaching as high as 60%. This revolving door of employees isnt just expensiveit disrupts team dynamics, increases hiring and training costs, and negatively impacts customer service quality.

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The Meteor That Missed: Unmasking the CX Extinction Myth

eglobalis

This article addresses and counters the unfounded predictions by some that customer experience will disappear by 2030, made by individuals more focused on garnering attention than on providing quality content on Linkedin. In reality, CX is undergoing a dynamic transformationone where advanced AI offers powerful insights, yet it is the irreplaceable human expertise and strategic vision that truly build trust and drive sustainable growth.

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Calabrio Featured in G2’s Best Software of 2025 Awards for Top Customer Service

Calabrio

Analytics Calabrio Featured in G2s Best Software of 2025 Awards for Top Customer Service Share We have some incredible news to share Calabrio has officially been named to G2s Best Customer Service Software Products of 2025! This is no ordinary recognitionless than 1% of companies earn a spot on this list, and its all thanks to the incredible feedback and support from our customers Why This Award Matters G2 is the world’s largest and most trusted software marketplace.

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Signal-Based Selling: How to Leverage 4 Key Buying Signals

As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.

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Unlocking Customer Experience Insights: Strategies for Better Satisfaction

Thematic

What if you could anticipate your customers’ needs before they even tell you? That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.

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The complete guide to Google My Business UK best practices

BirdEye

Google dominates the UK search market, with over 93% of users using it to find what they need. That’s why it’s crucial for businesses to have a strong presence on Google. By getting your Google My Business listing right, you can make it easy for customers to find you and choose you over the competition. Your Google Business listing makes it easy for customers to find you, contact you through chat or appointment services, and build trust by reading customer reviews.

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How AI can Transform Customer Experience with Sid Banerjee

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies utilize new technologies like generative AI to improve customer satisfaction? How can companies use digital and conversational signals to understand customer feedback better? What role does AI play in analyzing customer data and providing actionable insights?

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Why Thematic is Ideal for Your Text Analytics Needs

Thematic

Unstructured data makes up 80–90% of all business data , yet only 18% of companies are actually making use of it. If you’re here, chances are you’re ready to join that 18% and stop missing out on valuable opportunities. You’re likely searching for the best partner in text analytics to help you unlock the full potential of your data.

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Lesson #22 Revisited: Start Small with Transactional VoC—You’ll Thank Me Later

PeopleMetrics

So, youve launched a relationship survey, set a CX baseline, and now youre ready to dive into transactional VoC. Congratulations! This is where VoC starts driving serious business resultsreducing churn, improving social reviews, and even generating new leads. The natural instinct? Go big. Implement a full-scale, omnichannel transactional VoC program across every touchpoint.

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2024 State of Customer Education Report

Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

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193: From UPS Driver to CX Authority Part 2

The DiJulius Group

Podcast Summary: In this episode, Denise Thompson and John DiJulius discuss John’s evolution of customer service and leadership. They explore the importance of developing future leaders, the challenges of maintaining a consistent customer experience, and the need for empathy and people skills in today’s workforce. John shares insights from his journey in building The DiJulius.

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Top 5 Customer Service & CX Articles for Week of February 24, 2025

ShepHyken

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. B2B Customer Service: 5 Proven Strategies to Drive Success by Foundever (Foundever) What sets leading B2B (business-to-business) brands apart?

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Google reviews for real estate agents: The fast track to doubling your client trust

BirdEye

Google reviews are more than just testimonials for real estate agentsthey are a powerful tool for building trust and attracting new clients. According to Birdeye’s State of Online Reviews 2024 report, 79% of all online reviews in 2023 were posted on Google, cementing its status as the top review platform. For real estate professionals, this makes Google reviews essential to stand out in a competitive market and drive more leads.

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AI Recommendations: How To Win And Sustain Your Customers’ Attention

Blueshift

Consumers are demanding personalization: Its no longer a nice to have; its an expectation. In fact, a recent research from Forrester indicates that 62% of U.S. consumers want economic value from personalized interactions , suggesting that consumers are increasingly looking for relevant and valuable engagements rather than generic offers. Even with consumers who love your brand, earning and sustaining their attention when there are so many distractions throughout the day is extremely hard.

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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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Text Analytics vs Sentiment Analysis: Key Differences & Applications

SurveySensum

Out to do a detailed analysis of your customer feedback/review? But wait, are you doing it right? When the world is rapidly turning towards AI, businesses are relying on advanced techniques to extract valuable insights customer reviews, social handles, emails, chats, surveys, and whatnot. Amongst many in the market, two techniques stand out Text analysis and Sentiment Analysis.

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Stay Focused on Your Business: Introducing Calabrio Managed Services for Analytics and Workforce Management

Calabrio

Workforce Management Stay Focused on Your Business: Introducing Calabrio Managed Services for Analytics and Workforce Management Share Between increasing customer expectations and an influx of new technology, many contact centres are overwhelmed. The reality is, many brands dont have the resources to manage the contact centre in a way that will extract the right insights to inform the business.

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Protecting Customer Data: Tackling Cybersecurity Risks in Service Teams

CSM Magazine

With the current digital environment, safeguarding customer information is paramount for service teams. Companies process enormous volumes of sensitive data daily, ranging from personal information to payment details. One breach can lead to substantial monetary losses, legal action, and eroded trust. Cyberthieves continually change their strategies, attacking customer service teams through phishing attacks, social engineering, and data theft.

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Maximize your reach: Google My Business for real estate agents

BirdEye

A strong online presence is a must for real estate agents like you in this rapidly evolving digital world. Google Business Profile (GBP)previously called Google My Business (GMB)makes managing your visibility on Google Search and Google Maps easier, helping potential clients find you when they need an agent. However, many agents still overlook this powerful tool.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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AI Recommendations: How To Win And Sustain Your Customers’ Attention

Blueshift

Consumers are demanding personalization: Its no longer a nice to have; its an expectation. In fact, a recent research from Forrester indicates that 62% of U.S. consumers want economic value from personalized interactions , suggesting that consumers are increasingly looking for relevant and valuable engagements rather than generic offers. Even with consumers who love your brand, earning and sustaining their attention when there are so many distractions throughout the day is extremely hard.

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Gainsight’s AI Agent in Slack: Bringing Customer Insights to the Conversations That Matter

Gainsight

Getting Critical Customer Data to Everyone Who Needs It Teams are managing more customers, with higher expectations (internally or externally), and tighter budgetsyet no extra hands to keep up. Meanwhile, the pressure to be faster, stay ahead of risks, and prove value keeps climbing. The key to making smarter, more proactive decisions? Immediate access to a 360 view of customer data.

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State of CX 2023 Research Report: Part II

Northridge Group

The State of CX 2023 research report features insights that businesses can use to benchmark their customer service and improve the overall experience. The post State of CX 2023 Research Report: Part II first appeared on Northridge Group.

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Companies Helping Drive Digital Transformation Through Custom Design Thinking

CSM Magazine

Digital transformation is more than just upgrading technologies within companies; it is a profound shift in how organizations interact with the world, solve problems, and create value. In this process, Design Thinking has emerged as a key methodology , placing users at the center of every decision to generate innovative, user-centered solutions. Customized implementation is helping businesses tackle the challenges of the digital world, providing exceptional user experiences and accelerating tran

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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How to master Google My Business for home services to dominate local search

BirdEye

When people need a plumber, electrician, or HVAC repair, they no longer flip through the Yellow Pagesthey grab their phone and search on Google. If your home service business isnt showing up when they search, youre losing out on potential customers to competitors who are easier to find. Thats where Google My Business for home services comes in. It helps you show up in local searches, making it easier for customers to call, book, or visit your website when they need your services.

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The Top 10 Facebook Publishing Tools for 2025

Brandwatch CX

Discover the top 10 Facebook publishing tools to enhance your content strategy and boost engagement.

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The pros and cons of charging for customer success, and how to make it work.

ChurnZero

Should you be charging for customer success? CS strategist and leader Donna Weber says you should. Why not take customer-facing services as seriously as our products? Donna asked in her recent ChurnZero webinar. You can charge for it and turn it into a product. In Donnas experience, charging for CS leads to higher customer engagement , stronger internal investment, and more influence and CS budget , she says, especially in companies where CS is still viewed as a cost center.

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Optimove 2024 Year-end Letter to Stakeholders

Optimove

To the stakeholders of Optimove: Every year, I prioritize listening to leading marketersour customersbecause their concerns provide insights that help shape the future of marketing. And in 2024, heres just a glimpse of what I heard: You have to go to the data people to get the data, and then you have to connect it to marketing. Its a big painheavy liftingand here, it was all together.

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Activating Intent Data for Sales and Marketing

Sales and marketing leaders have reached a tipping point when it comes to using intent data — and they’re not looking back. More than half of all B2B marketers are already using intent data to increase sales, and Gartner predicts this figure will grow to 70 percent. The reason is clear: intent can provide you with massive amounts of data that reveal sales opportunities earlier than ever before.