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. Brian Cantor, Managing Director, Digital at Customer Management Practice.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

GetFeedback

SEPTEMBER 18, 2019

Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . loyalty doesn’t increase when customers are delighted. And in fact, the book argues that it costs more to delight. . Finding no.

Loyalty 257

Loyalty Touchpoint Books Article 257

InMoment XI

JANUARY 27, 2025

The customer, already engaged and receptive, books the session, which results in them purchasing additional products. Metrics like conversion rates, revenue per call, and customer satisfaction scores (CSAT) provide a holistic view of how well your contact center solution performs as both a support function and a revenue driver.

Call Center 195

Call Center Contact Center Social Media Apparel 195

GetFeedback

JANUARY 19, 2020

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. . Now you’ve got a real customer, or do you?

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Heart of the Customer

NOVEMBER 20, 2023

When it comes to understanding customer satisfaction, books on customer experience management are essential tools. They provide insights into how to keep customers happy and loyal.

Books 78

Books Customer Experience 2020 Customer Satisfaction 78

Heart of the Customer

OCTOBER 18, 2023

When it comes to understanding customer satisfaction, books on customer experience are essential tools. They provide insights into how to keep customers happy and loyal. Did you know, according to a Walker study, by the end of 2020, customer experience overtook price and product as the key brand differentiator?

Books 78

Books Customer Experience 2020 Customer Satisfaction 78

Customer Bliss

NOVEMBER 18, 2020

Bell , the best selling author of the 9 1/2 Principles of Innovative Service and many other customer service books. Chip has just released his latest book, Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions. Today’s guest post is from my good friend, Chip R.

Magazine 288

Magazine Metrics Customer Centricity Books 288

GetFeedback

JULY 19, 2019

A customer journey is the path a customer has to take to complete a task, not the series of steps involved in completing the task (those are the touchpoints). We focus on customer journeys because they are more strongly correlated with business outcomes than touchpoints. But, remember this: the goal isn’t to measure everything.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

GetFeedback

AUGUST 14, 2019

is similar to the mechanism at work in a Customer Satisfaction Score (CSAT). Of all the satisfaction surveys out there, it’s easy to argue the CSAT is the most straightforward. A CSAT is a single question presented to a customer at a single moment, or moments, throughout a customer experience to gauge satisfaction.

Download 268

Download Customer Satisfaction Measurement 2018 268

ShepHyken

MARCH 24, 2021

This is the first of a number of lessons I’ll be sharing from my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. A few years back I wrote about the idea of measuring customer satisfaction versus customer behavior. There are a number of ways organizations measure customer satisfaction.

Measurement 158

Measurement Net Promoter Score Customer Satisfaction Books 158

BirdEye

DECEMBER 28, 2024

Location-specific content can help you meet diners at different stages of their decision-making process and build a relationship even before they need a restaurant booking. Use review insights to improve operations and demonstrate your commitment to customer satisfaction through visible changes based on feedback.

Social Media 97

Social Media Books Events Demo 97

InMoment XI

JANUARY 17, 2024

Guest experience refers to the overall impression and satisfaction that a guest has during their interactions with a hospitality brand or establishment, such as hotels, restaurants, resorts, and attractions. It encompasses every aspect of their stay or visit, from the booking process and arrival to the accommodation, services, and departure.

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

Thematic

FEBRUARY 26, 2025

You can’t improve what you don’t measure—and that includes customer satisfaction. But how do you know if your customers are truly happy? Are your efforts making a difference, or are dissatisfied customers slipping away? Happy customers stick around, spread the word, and drive business growth.

Customer Satisfaction 71

Customer Satisfaction Measurement Net Promoter Score NPS 71

InMoment XI

OCTOBER 14, 2024

Since less than half of your users completed the survey, you will have an incomplete picture of customer satisfaction, leading to wasted time and effort. Increased Customer Churn If your respondents feel overwhelmed by your surveys, they are likely to become frustrated over time. Ask targeted and relevant questions.

2024 195

2024 Hospitality Feedback Healthcare 195

InMoment XI

AUGUST 2, 2023

In this blog, we have listed NPS best practices that will help you shape the course of your organisation into becoming a leader in customer satisfaction. NPS Best Practices Tip #1: Listen To Your Customers Understanding your customers is paramount in shaping your business strategy. Book your meeting today

NPS 195

NPS Customer Centricity Culture Automotive 195

InMoment XI

FEBRUARY 7, 2024

Real-Time Service, Any Time of Day In the past, consumers would book a hotel by working with a travel agent or picking up the phone. Instead, a recent survey from Statista found that 72% of consumers prefer booking travel online. Consumers are using their mobile devices to browse and book hotels. That’s no longer the case.

Hotels 195

Hotels Guest Experience Travel 2023 195

BlueOcean

AUGUST 19, 2024

For publicly traded companies, improving the customer experience also leads to an 7-10% average increase in shareholder returns. Forrester ’s 2024 US Customer Experience Index comes to the same conclusion: there is a clear connection between customer satisfaction and growth. Make it about the customer Obvious, right?

Contact Center 156

Contact Center Average Handle Time Customer Satisfaction 2024 156

BlueOcean

AUGUST 19, 2024

For publicly traded companies, improving the customer experience also leads to an 7-10% average increase in shareholder returns. Forrester ’s 2024 US Customer Experience Index comes to the same conclusion: there is a clear connection between customer satisfaction and growth. Make it about the customer Obvious, right?

Contact Center 156

Contact Center Average Handle Time Customer Satisfaction 2024 156

InMoment XI

OCTOBER 8, 2024

By improving customer experience, you increase the customer lifetime value by encouraging repeat purchases, cross-selling, and upselling opportunities. Improved Customer Satisfaction You will increase customer satisfaction by improving customer experience and reducing the pain points in the customer journey.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

CSM Magazine

APRIL 10, 2025

Conversational AI can manage appointment booking by syncing with calendars, sending reminders, and handling changes effortlessly. Step 1: Identify Areas for Automation Analyze customer touchpoints to pinpoint where automation will have the greatest impact. Appointment Scheduling Forget the back-and-forth emails.

E Commerce 52

E Commerce E-support Books Healthcare 52

Thematic

MARCH 30, 2025

By digging into customer interactions, tracking trends, and using AI-driven tools, businesses can fine-tune their support strategies, boost agent productivity, and, increase customer satisfaction. Use Real-Time Data to Elevate Customer Satisfaction Speed can make or break customer satisfaction.

Information 62

Information Insights Customer Service Airlines 62

GetFeedback

JULY 19, 2019

According to McKinsey, including your employees in customer experience design can boost their engagement by up to 20%, which boosts customer satisfaction rates. Your VoC data is most effective when it includes all customer sentiments, including overt responses, and non-overt mentions.

Social Media 262

Social Media Webinar Feedback Books 262

Calabrio

FEBRUARY 20, 2025

With self-service becoming a critical driver for contact centers, leveraging data and insights from chatbots can lead to higher efficiency, better customer satisfaction, and reduced operational costs. Without deep analytics and continuous monitoring , businesses risk high failure rates, customer frustration, and low adoption.

Contact Center 64

Contact Center Customer Satisfaction Metrics ROI 64

ShepHyken

DECEMBER 21, 2020

(Forbes) Airline customer service improved in 2020, rising to its highest level since 1994. That’s right, air travel got better while the world fell apart, at least according to the latest numbers from the American Customer Satisfaction Index (ACSI), a closely-watched barometer for customer service. Thank you, Dan!)

2020 124

2020 Article Customer Service Airlines 124

CSM Magazine

JANUARY 3, 2025

This expansion necessitates robust multilingual customer support to cater to a varied clientele effectively. Multilingual customer support not only bridges language gaps but also enhances customer satisfaction, fosters loyalty, and drives business growth.

2025 52

2025 E-support Customer Satisfaction E Commerce 52

Win the Customer

DECEMBER 23, 2024

Implement personalized recommendations, proactive support, and tailored communication strategies across all customer touchpoints. Leverage AI-powered chatbots that can engage in personalized conversations, answer specific questions, and offer customized solutions.

Customer Service 59

Customer Service E Commerce Social Media Travel 59

Thematic

FEBRUARY 24, 2025

Personalize experiences and address customer pain points. We’ll dive into 10 customer insights strategies for better customer satisfaction. Key Takeaway Acting on customer experience insights is key to improving satisfaction and retention. Book free guided trial of Thematic 6. Let’s go!

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

Inbenta

OCTOBER 30, 2024

Meanwhile, an overwhelming majority (82%) of the top-performing companies report paying “close attention” to customer experience.  This is important: Introducing a tool that can autonomously engage customers and impact customer experience requires brands to pay close attention.   Read the full white paper.

White Paper 52

White Paper NPS Demo Books 52

InMoment XI

APRIL 3, 2023

So at the recommendation of my supervisor, I read two books that you’re probably familiar with: The Ultimate Question 2.0 I started to understand customer experience. The case studies in the books made sense. And using customer experience to drive business outcomes felt common sense. and Outside In. NPS made sense.

Touchpoint 195

Touchpoint Customer Centricity NPS Feedback 195

InMoment XI

SEPTEMBER 20, 2023

These tools leverage data and algorithms to anticipate customer needs and provide tailored experiences that delight customers. Promoters, Passives and Detractors in Retail: Over 50% of John Lewis and Ikea customers are enthusiastic Promoters, setting a high standard for customer satisfaction.

Net Promoter Score 195

Net Promoter Score Retail NPS Government 195

Very Best Service

FEBRUARY 8, 2025

In today's digital age, social media has become a pivotal platform for customer engagement and support. Certain industries have harnessed the power of social customer service more effectively than others, leveraging it to enhance customer satisfaction and loyalty.

Customer Service 52

Customer Service Social Media Healthcare Hospitality 52

Customer Bliss

MARCH 21, 2019

One who leads with a vision and principles that can transform both employee and customer experience? Horst definitely knows a thing or two about creating excellent customer service and has some great insights to share with us—many more of which can be found in his latest book, Excellence Wins.

Hotels 192

Hotels Employee Experience Leadership Magazine 192

CSM Magazine

FEBRUARY 12, 2025

Offering Effortless Scheduling and Convenience Modern customers value convenience above all else. Moving companies should invest in digital tools and platforms to: Allow customers to book, reschedule, or cancel moves online. Adding these conveniences reduces manual effort and shows customers that their time is valued.

Customer Service 52

Customer Service Transportation Exceptional Customer Service Competitive Advantage 52

Thematic

JANUARY 27, 2025

Text analytics helps in coding qualitative data for businesses to uncover valuable insights from customer sentiments , identify recurring complaints, and even predict future trends. By doing so, text analytics gives companies opportunities to refine their products and services to boost customer satisfaction.

Banking 62

Banking Customer Satisfaction Feedback Definition 62

Thematic

FEBRUARY 23, 2025

That’s equivalent to every person on Earth streaming 4K video nonstop for over three years or stacking enough books to reach the moon and back…100 times. e.g., “Identify emerging trends to improve customer satisfaction scores.”) Book free guided trial of Thematic 3.

Social Media 62

Social Media E-support Feedback Insights 62

Eptica

JULY 15, 2020

Date: Wednesday, July 15, 2020 Author: Guest author: Jeanne Bliss Does your customer experience pass the #MakeMomProud test? Author: Guest author: Jeanne Bliss The latest book from customer experience expert Jeanne Bliss is based on a simple idea. Customer service: what you can learn from great business leaders.

Customer Experience 119

Customer Experience Guest Experience Hotels Hospitality 119

Thematic

MARCH 20, 2025

As a result, they boosted customer satisfaction and positioned Atom Bank as a more user-friendly alternative to traditional banks. DoorDash successfully used Thematic analytics , automating customer feedback analysis. Improved CX, higher customer satisfaction, and stronger brand loyalty.

Social Media 62

Social Media Banking 2027 Roadmap 62