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Healthcare and customer experience have more in common than you might think. Brian Carlson, VP of Patient Experience at Vanderbilt University Medical Center, joins Jeannie Walters for a CX Pulse Check to explore these fascinating parallels that are reshaping how we think about caring for patients. In this episode, they discuss: A patient satisfaction scoring storyline that provoked strong reactions on HBO’s new medical drama “The Pit” Lush’s bold decision to abandon socia
Table of Contents Key Takeaways CX is a Business Strategy, Not a Support Function A Day in the Life of a CX Manager in Ecommerce Challenges & How to Overcome Them Conclusion: Why CX is the Secret to Ecommerce Success A great customer experience doesnt happen by accident it takes someone who understands customer needs, anticipates issues before they arise, and ensures every interaction feels seamless.
AI is changing the customer service game. For service leaders across nearly every industry, AI is the key to scaling smarter, driving revenue, and keeping customers loyal. AI is more than automation—intelligent decision-making transforms service operations. The AI Landscape for Service Leaders AI isn’t just another tool—it’s a force multiplier.
The shorter your survey, the better your response rates will typically be. This is as true today as it was when I wrote Listen or Die in 2017. For that reason, super-short surveys are increasingly popular, often consisting of just one or two questions: the likelihood that the customer will recommend your company (NPS) and an open-ended "why?" follow-up.
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.
Increase online presence. That was Black Bear Diner s goal as a multi-location restaurant aiming to stand out among hungry diners. They followed the rulebooklaunched a website, created social media accounts, and ran paid ads. But the real challenge was turning scattered efforts into a unified, results-driven strategy. And rightly so, Black Bear Diner turned digital clicks into foot traffic.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies leverage artificial intelligence to improve customer experience? What challenges do businesses face in becoming truly customer-centric? How does AI compare to traditional surveys in measuring customer satisfaction? How can customer feedback effectively enhance products and services?
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies leverage artificial intelligence to improve customer experience? What challenges do businesses face in becoming truly customer-centric? How does AI compare to traditional surveys in measuring customer satisfaction? How can customer feedback effectively enhance products and services?
Improving sales performance is key to business growth, particularly in a constantly changing environment. Last year, Salesforce reported 67% of sales reps surveyed didn’t expect to meet their quota, and 84% missed it the previous year. Increased competition, shifting customer expectations, market volatility and other uncertainties mean there is always both an opportunity and a need to keep improving performance—among individual sellers and at the sales team level—to drive highe
Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations. But still, to focus too much on any one interaction is to miss the bigger pictureand the wider process thats behind them.
With 95% of customers stating that good experiences drive loyalty, brands cant afford to ignore real-time insights from conversations. Whether its chat, email, or call transcripts, valuable VOC is everywhere – but are you making the most of it? Because simply understanding customer expectations is no longer enough; in todays competitive landscape, you need to anticipate and exceed them to build lasting loyalty.
With travelers demanding seamless journeys and memorable experiences, airports have risen to the challenge, setting new standards in customer satisfaction. The Airports Council International (ACI) World , in partnership with Amadeus, recently unveiled the 2024 ASQ Airport Experience Awards winners. The awards recognize airports worldwide for their commitment to exceptional passenger experiences, based entirely on real-time feedback from travelers.
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.
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. Loyalty Programs by Marketoonist (Marketoonist) According to BCG, the average US consumer now belongs to more than 15 loyalty programs.
At this point, weve covered much revisiting Listen or Die! We have just about every aspect of VoC surveyswhat types to use, where to deploy them, and how to make them effective. But none of it matters if you cant get accurate, timely customer sample lists! Customer lists (often called sample lists) are the biggest bottleneck in most VoC programs. Without them, you simply cant collect feedback at scale.
Analytics 15 Essential Call Center Tools for 2025 Share Perceptions of the contact centers potential have undergone a sea change in recent years. In 2025, business leaders are now four times as likely to see customer experience (CX) as a revenue driver and not a cost center. So, how are teams looking to increase revenue and drive savings? The overwhelming answer is with the help of the right technology, as businesses expand their contact center software budgets.
Did you know that 90% of customers expect an immediate response from businesses, and for most of them, immediate means less than 10 minutes? Not only that, todays customers expect faster, more intelligent, and tailored interactions, and if businesses fail to fulfill their sky-high expectations, they risk losing out to competitors who can. Thats why businesses strive to deliver on these fronts to stay relevant in this increasingly competitive digital era.
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.
Increasing adoption of AI-driven support solutions and omnichannel communication is transforming customer service experiences. According to a new report published by Market Research Future (MRFR), the Customer Service Market Size is anticipated to rise from USD 470.88 billion in 2024 to USD 800.0 billion by 2035, growing at a CAGR of 4.94% during the forecast period (20252035).
An active digital customer community is a competitive advantage for any B2B SaaS company. Well-managed communities are proven to increase customer retention, provide valuable product insights, expand brand awareness, and improve overall customer satisfaction. At ZERO-IN 2024, Higher Locic ‘s Heather Wendt gave an excellent presentation on the steps of building a community and amplifying its networking effects and business impact.
What if your call center could listen beyond words? Your agents handle thousands of conversations daily, so manually reviewing every call transcript is impossible – but AI-powered Call Center Text Analytics software makes it effortless. How? Lets find out! What is Call Center Text Analytics? Call center text analytics is the process of analyzing customer interactions from call transcripts, chat logs, emails, and other text-based communications.
Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. Some might even say that CX is more important. And when research has found 86% of customers will pay a premium for better experiences, at least 1 in 3 will walk away from a brand they love after a single bad experience, and 70% think companies need to improve expe
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!
Lets say your business is undergoing a rebrand. You’ve updated your logo, website, and social media, but now the tricky part is changing your Google My Business name. It seems like a simple task, but one big question looms over the process: Will you lose all the positive reviews youve worked so hard for? You’re not alone if you’re wondering about the impact of changing your Google My Business name.
Smart support team training needs a plan, fresh ideas, and a solid business background. For professionals aspiring to lead customer support departments, such as Customer Service Managers or Directors, business educationincluding programs like MBAs, BSc in Management (BIM), and Master in Management (MIM)plays a crucial role. These programs equip leaders with the tools and insights needed to design impactful training programs that align with organizational goals and meet customer expectations.
Youre tracking NPS, but do you really know whats driving your customer experience? One bad interaction can undo years of brand loyalty, and if youre relying only on an NPS that you send every quarter or once a year (which is your relational NPS), you might be missing the full picture.
Customer Retention Strategies: Lessons from the Dating World In the realm of customer management , maintaining a strong relationship with customers is like navigating the complexities of dating. Both involve understanding the other persons needs, interpreting signals, and ensuring a mutually beneficial connection. This post explores how insights from dating can inform customer retention strategies, particularly through Customer Journey Management (CJM).
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.
Analytics What is first response time (FRT)? Share First Response Time (FRT) , also sometimes known as first reply time , is a critical customer service metric that measures the average time it takes for a contact center team to provide an initial response to a customer’s inquiry, whether it’s through email, chat, social media, or any other communication channel.
A Google Business Profile (GBP)formerly Google My Business (GMB) is an essential tool for businesses that aim to maintain a strong online presence. However, managing and tracking your GBP performance metrics can be complex, especially if youre managing a multi-location business. That’s where the role of a Google My Business reporting tool comes in.
Strong client relations with long-term retention depend heavily on the practice of appreciating clients. Financial advisory clients wish to experience higher value and greater respect than the standard transactional service provides them. Demonstrating active appreciation to clients helps financial advisors build trust bonds and achieves better client satisfaction while generating referrals.
See the difference control groups make in this guide Download Now Why it Matters: This post is important for retail marketers as it highlights how loyalty programs extend beyond simple discounts to foster deeper engagement and long-term brand affinity. By leveraging AI-driven personalization, omnichannel experiences, and meaningful customer interactions beyond transactions, retailers can strengthen connections, encouraging repeat purchases and increased spending.
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.
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