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

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

eglobalis

DECEMBER 11, 2024

This article was originally posted at: [link] Ready to disrupt your CX strategy? Experimentation helps you turn customer feedback into actionable improvements that drive satisfaction. Cultural Adaptation In a global market, cultural nuances significantly impact customer experience. Testing turns insights into action.

Insights 213

Insights Customer Journey Mapping Omnichannel Effort Score 213

ShepHyken

FEBRUARY 8, 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. Make Every Day Valentine’s Day by Showing Love and Empathy to Customers by Janelle Estes.

2021 105

2021 Article Customer Service 2009 105

ShepHyken

OCTOBER 13, 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: Let’s kick off this week’s Top Five roundup with a list of ten different ways to improve customer experience.

Article 73

Article 2025 Customer Service 2024 73

ShepHyken

AUGUST 23, 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. Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. Just know the difference.

Article 20

Article 2021 Customer Service Customer Service Training 20

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 91

2024 Article Customer Service E Commerce 91

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 91

Article 2024 Customer Service Magazine 91

ShepHyken

NOVEMBER 8, 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. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? Who wouldn’t like to delight customers!?

Article 101

Article 2021 Customer Service Retail 101

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 91

Article Loyalty Programs Customer Service 2024 91

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 88

Article Customer Service 2024 Sports 88

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 445

E-support Innovation Customer Centricity Loyalty 445

ShepHyken

SEPTEMBER 20, 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. How To Find A Balance Between Automation And Empathy In Customer Service by Murph Krajewski. It accelerated it.

2021 19

2021 Article Customer Service B2B 19

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 373

NPS Feedback Net Promoter Score B2C 373

eglobalis

NOVEMBER 3, 2024

This article explores ten practical strategies for B2B companies to move beyond rigid, cookie-cutter frameworks, offering a pathway toward a more personalized, authentic, and impactful CX approach that leverages a company’s unique strengths and the power of cultural innovation.

B2B 442

B2B Innovation Culture Loyalty 442

eglobalis

DECEMBER 17, 2024

Outdated metrics and strategies will be replaced by AI-driven innovations that promise to reshape how businesses interact with and anticipate the needs of their customers. This article explores the trends that will define CX in 2025, offering deep insights, practical examples, and actionable strategies for success.

2025 221

2025 Net Promoter Score B2B Multi-Channel 221

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 399

Customer Experience Innovation Customer Centricity Culture 399

ShepHyken

JUNE 2, 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. What is an awkward customer? My Comment: How do you improve your company’s customer service and CX?

Article 88

Article Customer Service Net Promoter Score 2024 88

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

ShepHyken

NOVEMBER 22, 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. 6 Ways To Create Customer Experience Consistency Throughout Your Organization by John R. Is the customer always right?

2021 96

2021 Article Customer Service E Commerce 96

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 13, 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. 8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. Personalization.

Article 81

Article Customer Service 2024 Loyalty Programs 81

ShepHyken

JULY 2, 2021

This week we feature an article by Devin Pickell, Growth Marketer at Nextiva. He writes about the do’s and don’ts of social media customer service. We already know more brands are using social media as a customer service channel for answering FAQs, customer complaints, and general support questions. .

Social Media 156

Social Media Customer Service Document Reference 156

ShepHyken

APRIL 30, 2021

As businesses struggled with frequent disruptions, customer service teams grappled with increasing call volumes from distressed customers, establishing the importance of empathic customer service for business continuity as well as growth. . Customer Service Trends For 2021 .

2021 154

2021 Customer Service Omnichannel 2020 154

InMoment XI

AUGUST 17, 2023

The Net Promoter Score (NPS) metric reveals the essence of customer sentiment and unlocks the path to business success, so it is important that you take the time to uncover net promoter score drivers. By using the Net Promoter Score system as your compass, you can gain a better understanding of what drives customer loyalty and satisfaction.

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

GetFeedback

JANUARY 28, 2020

Although customer retention is cheaper than acquisition, it’s easier said than done. It takes a lot of commitment and dedication to get customers to stay loyal to your business. In this article, we are going to talk about how to use social media to attract and retain customers. What is customer retention?

Social Media 322

Social Media Customer Retention Customers Article 322

ShepHyken

SEPTEMBER 1, 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. Actually, it’s more than an article, it’s an entire magazine devoted to CX. Customer expectations have never been higher.

Article 77

Article Magazine Customer Service 2024 77

ShepHyken

NOVEMBER 7, 2022

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. If You Don’t Love Your Customers, Someone Else Will by Melissa Henley. That’s what this article is all about.

2022 17

2022 Article Customer Service 2023 17

ShepHyken

JUNE 26, 2023

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. This short article has some good ideas that will get you started (or perhaps improve) your CAB. I love that!

Article 17

Article Customer Service 2023 Customer Centricity 17

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 308

NPS Net Promoter Score 2025 Metrics 308

Retently

MARCH 18, 2024

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Whether through a simple “How satisfied were you with our service?”

Customer Service 141

Customer Service Net Promoter Score Customer Service Representative NPS 141

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 328

Customer Experience Social Media 2024 B2B 328

GetFeedback

APRIL 16, 2019

With that in mind, here are the seven most important questions that you’ll want to ask your customers. Overall, how satisfied are you with the customer service experience that you received from us? This applies to everything from your customer service to the way that information is presented on your website.

Customer Experience 262

Customer Experience Return on Investment Poor Customer Service Metrics 262

ShepHyken

NOVEMBER 6, 2023

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. Consider this finding cited in the article: “48% of consumers become angry while communicating with customer service.”

Article 75

Article Customer Service 2023 Contact Center 75

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 369

Customer Experience Customer Centricity Net Promoter Score Government 369

TechSee

OCTOBER 2, 2023

It’s a fundamental truth backed by decades of research – when mistakes happen, customers expect service providers to step up and help them make the most of their offerings. The rare 30-year customer embodies this loyalty, having been part of the company’s successes and growing pains.

Loyalty 124

Loyalty Customer Service Hospitality Customers 124

CloudCherry

SEPTEMBER 1, 2019

Customer service should be simple right? In his discussion with CloudCherry’s James Gilbert, Matt shares insights from his co-authored book, “The Effortless Experience,” a title that pretty simply sums up what customers want.

2013 244

2013 2011 2012 2010 244