InMoment XI

OCTOBER 31, 2024

Despite the availability of digital channels, many customers pick up the phone to complain or seek support. As a result, it’s important to deliver a positive call center experience that meets customer expectations. Call center metrics provide insight into the customer experience and quantify agent productivity.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

eglobalis

APRIL 6, 2025

Yet despite countless articles and frameworks, many companies still struggle to define, deliver, and evolve real value for their business customers. Each article is designed to stand independently while building a coherent narrative when viewed together. Making life easier for customers isnt superficialits strategic.

Contact Center 271

Contact Center B2B Competitive Advantage 2023 271

ShepHyken

DECEMBER 29, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. I have added my comments about each article and would like to hear what you think too. Connect with Shep on LinkedIn.

Article 73

Article 2025 Customer Service 2024 73

ShepHyken

FEBRUARY 3, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: Ive said this many times before: What happens on the inside of an organization is felt on the outside by the customer.

2025 73

2025 Article Customer Service Loyalty Programs 73

ShepHyken

DECEMBER 16, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Go back and read the first sentence of this very short description, and then read the article. Custom Studio (Inc.

Article 62

Article Customer Service Loyalty Programs 2024 62

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien.

2021 159

2021 Article Customer Service Net Promoter Score 159

GetFeedback

SEPTEMBER 2, 2019

Companies are now using machine learning technology to improve customer experience and traditional institutions usually resistant to change are coming under pressure from a customer base that wants more. Our list of the top CX articles of 2019 covers all these topics and more. . Article No. ’ Article No.

2019 210

2019 Article Net Promoter Score Financial 210

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. What Kind of CX Do Customers Really Want? My Comment: How do customers prefer to reach out to you for help and support?

Article 150

Article 2021 Customer Service 2026 150

BlueOcean

FEBRUARY 11, 2020

With that mission in mind, we’re sharing five of the best articles we’ve discovered recently that are on the top of our minds. The Digital Challenges of Achieving Stellar Customer Experience. Making the Business Case for Customer Experience. The Impact of Customer Effort on Customer Experience. Read more here.

Article 177

Article Customer Experience Net Promoter Score Definition 177

ShepHyken

MAY 31, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad Here are my top five picks from last week.

Article 135

Article E Commerce 2021 Customer Service 135

BlueOcean

AUGUST 30, 2018

Although the surface reasons may be broad, often the root cause is a failure to evolve the customer service solution. Digital disruption and shifting customer habits are impacting customer service on a micro and a macro level every day. Getting Ahead of the Curve for the Future of Customer Service.

Customer Service 232

Customer Service Contact Center Customer Care Technology 232

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

CSM Magazine

NOVEMBER 15, 2024

A robust knowledge base can empower your customers to find solutions on their own, reducing support requests and enhancing overall user experience. Here are ten of the best knowledge base software solutions designed to elevate your customer service: 1. Its integration with chatbots ensures customers receive instant support.

Customer Service 52

Customer Service Document Article User Experience 52

GetFeedback

AUGUST 16, 2018

Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. Customer Happiness Metrics.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. No number, or responses provides any diagnostics on its own.

NPS 456

NPS Feedback Net Promoter Score B2C 456

eglobalis

JULY 25, 2024

Customer experience (CX) has become a critical differentiator in today’s competitive market, influencing customer loyalty and overall business success. While the USA leads in delivering superior customer experiences, Europe and the UK often lag behind. Article written by Ricardo Saltz Gulko. Sources McKinsey.

Customer Experience 490

Customer Experience Innovation Customer Centricity Culture 490

InMoment XI

DECEMBER 18, 2024

Contact centers play a significant role in customer experience management. They provide a central platform for handling customer interactions across various channels. Customers expect quick and seamless support when they pick up the phone or type an email.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

eglobalis

AUGUST 19, 2024

While NPS provides a quick snapshot of customer sentiment, it often oversimplifies complex customer relationships, leading to frustration among businesses seeking deeper insights. Value Enhancement Score (VES) assesses how well a product or service meets customer needs and enhances their value.

NPS 440

NPS Net Promoter Score Metrics 2025 440

eglobalis

AUGUST 13, 2024

This symbiotic relationship has led to a continuous evolution in technology, pushing the boundaries of what customers expect and experience. By fostering a cohesive and user-friendly ecosystem, Apple ensures that its customers remain deeply connected to the brand. Apple: Apple’s customer service is considered very good.

E-support 509

E-support Innovation Customer Centricity Loyalty 509

InMoment XI

OCTOBER 29, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. What Are the Different Types of Customer Loyalty? In general, loyal customers are a by-product of excellent customer service.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

InMoment XI

OCTOBER 25, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. Customers expect an empathetic reply to their feedback instead of something that feels automated. Similarly, leaders have a response rate of 1.21

Feedback 195

Feedback Management Social Media 2024 195

Comm100

DECEMBER 16, 2024

Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before.

Customer Service 52

Customer Service 2025 Demo Social Media 52

CSM Magazine

MARCH 28, 2025

If your ultimate goal is to enhance the customer experience while fostering business growth, here are 25 practical tips to help you deliver consistently excellent customer service. Its not just about smiling at your customers or apologizing when something goes wrong. Focus on Empathy Put yourself in your customers shoes.

Customer Service 52

Customer Service Loyalty Programs Culture Social Media 52

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. This article delves into the top ten MarTech solutions, that significantly improve CX outcomes.

Customer Experience 430

Customer Experience Social Media 2024 B2B 430

CSM Magazine

OCTOBER 15, 2024

To excel in customer service, it’s essential to understand what works and what doesn’t. Here’s a comprehensive list of 21 customer service do’s and don’ts that can transform your interactions and create memorable experiences.

Customer Service 52

Customer Service Feedback Customers Reference 52

InMoment XI

DECEMBER 10, 2024

To see what this can look like in action, read this customer story to learn how this large Telecommunications organization parted with InMoment to identify the root cause of customer churn and identified $6 million in at-risk revenue ! Use surveys and social media monitoring to capture insights into customer experiences.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

Very Best Service

FEBRUARY 8, 2025

Certain industries have harnessed the power of social customer service more effectively than others, leveraging it to enhance customer satisfaction and loyalty. By providing prompt responses on these platforms, companies can improve the customer experience, leading to positive reviews and repeat business.

Customer Service 52

Customer Service Social Media Healthcare Hospitality 52

ShepHyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: Customer Experience (CX) doesn’t have to be complicated. Here are my top five picks from last week.

2024 85

2024 Article Customer Service E Commerce 85

ShepHyken

SEPTEMBER 8, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My favorite is the fifth one, teaching to “overmanage the customer experience. Here are my top five picks from last week.

Article 85

Article 2024 Customer Service Magazine 85

ShepHyken

SEPTEMBER 15, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. With 15 ideas shared, you’re sure to find something to help you achieve high customer satisfaction scores.

Article 85

Article Loyalty Programs Customer Service 2024 85

CSM Magazine

OCTOBER 29, 2024

In today’s fast-evolving business landscape, customer service has moved beyond merely solving problems or answering questions. Companies are now responsible for a range of measures that impact the customer experience, from ensuring compliance with complex regulations to implementing safety protocols that build trust.

Measurement 52

Measurement Customer Service Hotels Financial 52

CSM Magazine

NOVEMBER 5, 2024

Dynamics 365 is a powerful tool for businesses focused on strengthening their customer service. The customer experience management market is on track to grow at a 15.4% compound annual growth rate (CAGR) through 2030, underscoring the rising importance of tools that centralize and improve customer interactions.

Customer Service 52

Customer Service Management 2030 Omnichannel 52

ShepHyken

JULY 29, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: The Olympics have officially begun, so it seems appropriate to lead with this article in this week’s Top Five roundup.

Article 82

Article Customer Service 2024 Sports 82

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Customer Experience 455

Customer Experience Customer Centricity Net Promoter Score Government 455

CSM Magazine

NOVEMBER 7, 2024

Customer service teams handle thousands of conversations that demand expertise beyond standard support skills. The Benefits of Cross-Department Training for Customer Service Cross-department corporate training breaks down communication barriers that typically slow customer resolution times.

Customer Service 52

Customer Service Sales Connections Communication 52

CSM Magazine

NOVEMBER 6, 2024

Owning a franchise offers the chance to build on a popular brand’s success, but outstanding customer service is key to thriving. Great customer service helps franchise owners stand out, build trust, and keep customers coming back. Good service builds customer loyalty, making people feel valued and understood.

Customer Service 52

Customer Service Loyalty Programs Loyalty Feedback 52