Qualtrics

FEBRUARY 3, 2020

The platform has become a key customer service channel for many brands, like SnapTravel, which runs its entire business via Facebook Messenger. It adds yet another channel for customer care teams to monitor, and until now has been largely disconnected from the rest of the organization. Book a Demo.

Customer Insights 31

Customer Insights Insights Customer Care Omnichannel 31

Maz Iqbal

DECEMBER 22, 2014

I wish to distinguish between ‘caring about’ and ‘caring for’ Let’s start with the realm of Customer. Caring About Customers v Caring For The Customer. I am clear that folks in business care about customers. Which distinction?

Leadership 103

Leadership Customer Philosophy Loyalty Engagement 103

Win the Customer

NOVEMBER 14, 2016

I bet you didn’t know your customers could also be one of your best sources of ideas. Social listening is a vital tool in business development as it can help you uncover customer needs and gain valuable customer insights. Don’t hesitate to engage.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

Zeisler Consulting

NOVEMBER 8, 2023

Here, define CS as Customer Support, Customer Service, Customer Success, or Customer Care (that last one is actually CC, but you get the drift). But what if, understanding that, someone is in CS (and here, CS means all those things…contact center, Customer Care, etc.) But CX is not CS.

Contact Center 93

Contact Center Customer Care Definition Insights 93

ShepHyken

SEPTEMBER 10, 2021

Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . A good customer experience (CX) begins with a 24-hours seamless website user experience, followed by top-notch customer care, and concludes with the receiving of the product/service purchased from you. .

Customer Experience 105

Customer Experience Advertising Customer Expectations 2011 105

Beyond Philosophy

FEBRUARY 10, 2022

Stuart understands the problems that can happen once you have a slew of customer insight but don’t know how to use it for your customer strategy or experience. . Addressing this data-measurement use area is essential because there is a significant stagnation in customer satisfaction results today.

Measurement 166

Measurement Customer Experience Net Promoter Score Customer Satisfaction 166

ProProfs Chat

SEPTEMBER 24, 2020

According to McKinsey & Company , 70% of buying experiences depend on how you treat your customers. Most of the customers speak up when they are shopping for something new or require customer care support. The Best Ways to Collect Customer Feedback. Keep track of which customer operator is working on what.

Feedback 94

Feedback Net Promoter Score Customer Satisfaction NPS 94

GetFeedback

FEBRUARY 15, 2019

A basic NPS program can provide a great deal of customer insights on its own. But integrate NPS data with your CRM, and you can transform a basic score into a dynamic indicator of customer health. When businesses adopt a proactive approach to customer care, customers reward them with their loyalty.

Net Promoter Score 150

Net Promoter Score NPS White Paper Feedback 150

Optimove

JUNE 14, 2021

Today, most companies usually have core customer data that is generated and stored in-house, like transactions and web/app activity. Then, they use third party data to gather customer surveys or customer care info from support, data enrichment, and more.

B2C 98

B2C Workshop Customers Customer Care 98

ProProfs Chat

MARCH 13, 2020

Anyone in the marketing field would know that the secret to marketing success is to make the customer feel that the whole world revolves around them. Businesses Can Gather Customer Insights. This helps to understand customer behavior better and make accurate and informed decisions on delivering the best customer experience.

Omnichannel 110

Omnichannel Customer Engagement Engagement E Commerce 110

Lumoa

AUGUST 3, 2021

Taking the time to gain customer insight can also help craft tactical initiatives and prioritizes where your team needs to spend their energy to avoid burnout. For example, something like a sign-up involves customer care, design and marketing, and sales.

Customer Journey 97

Customer Journey Customer Experience Customer Journey Mapping Touchpoint 97

ShepHyken

APRIL 3, 2017

This year, attendance at several Customer Service sessions reportedly doubled from last year. My Comment: The Social Media Marketing World 2017 conference concluded just over a week ago, and one of the major tracks was the social customer care track, headed up by Dan Gingiss and Daniel Lemin.

2017 76

2017 Article Social Media Customer Service 76

Tricia Morris

AUGUST 21, 2015

According to a recent Forrester survey, the biggest challenges cited by brands today in customer relationship management are: (1) creating a single view of customer data and information, (2) managing data quality, and (3) creating customer insights to drive decision making.

Customer Focused 111

Customer Focused 2015 Customer Relationship Management Events 111

CSM Magazine

MARCH 13, 2024

Beyond the quantifiable metrics, the project also delivered a vastly improved experience for Sweaty Betty’s customer service agents. With streamlined workflows and access to enhanced customer insights, agents could focus on delivering personalised, high-value interactions.

Customer Experience 52

Customer Experience 2021 Customer Relationship Management Customer Care 52

COPC

APRIL 1, 2024

Related GenAI, LLMs and AI Assistants: A Deep Dive into Customer Experience Technology AI at the Heart of the Digital Customer Experience Transformation COPC Inc. The first is to enhance the customer experience, a goal most businesses share (88%). How can AI elevate your customer care operations to new heights of efficiency?

Customer Experience 88

Customer Experience Contact Center Banking Technology 88

Playvox

MARCH 19, 2024

Decoding Customer Sentiment Manual analysis has given way to automated sentiment analysis solutions powered by AI. AI analytics tools can quickly transform customer sentiment into valuable customer insights and help them map the customer journey and even predict market trends. Powerful, right?

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Omnichannel 74

Joe Rawlinson

AUGUST 15, 2018

Several insights can be ascertained, like trends in customer complaints, geographic trends and time differences between product purchases and initial complaints. More training for customer care executives = More satisfied customers. You can use Chatbots to address routine customer queries and complaints.

Customer Satisfaction 88

Customer Satisfaction Customers Brands Customer Care 88

Optimove

FEBRUARY 6, 2020

With the combined offering of Optimove and Axonite, marketers around the world will benefit from a variety of capabilities, including: Realtime Customer 360 Data Sync : Create a highly adaptable two-way continuous synchronization between Optimove and any other system or database in the organization (such as customer care, loyalty, finance).

Marketing 75

Marketing Events 2015 Reference 75

Amity

FEBRUARY 18, 2016

Surveys are designed to give insight on how your customer views your company. The importance of data gathering and customer insight is something that really shouldn’t be taken for granted and must instead be utilized. Proving the Value of Customer Care.

Customers 57

Customers Insights Customer Care Customer Satisfaction 57

COPC

AUGUST 16, 2022

Evaluate interactions from the customer’s perspective. Turn your quality assurance program into a trusted source for customer insight. A quality assurance program offers one of the best windows into the customer experience. This survey asks customers detailed questions about their experience.

Customer Satisfaction 76

Customer Satisfaction Metrics Measurement Contact Center 76

C3Centricity

MARCH 15, 2018

Fast, Personal Service Is Directly Linked to Customer Loyalty. 71% of consumers say that customer service provided on any day at any time has an influence on loyalty, and almost as many (69%) say the same about personalized customer care. .

Retail 124

Retail Information Consumers Connections 124

Zeisler Consulting

JANUARY 23, 2024

I know I rail on about VoC (truth be known, that’s not my strongest topic of expertise; I’m much more of a Process Engineer)…Sure, VoC and Customer Insights inform the work we do to improve and better align our Customers’ Experiences with our Brand Promise, but it’s really just the first step.

Events 93

Events Connections Feedback Brands 93

Pointillist

FEBRUARY 19, 2018

The truth is that, in addition to elegant SaaS data streams, most enterprises must rely on myriad on-site, home-grown and legacy touchpoint data sources—product interfaces, payment platforms, point-of-sale systems, customer care, etc. AI-enabled Customer Analytics Discovers High-Impact Customer Insights.

Customer Experience 111

Customer Experience Touchpoint Customer Journey Multi-Channel 111

CSM Magazine

JULY 27, 2015

Rebecca Eclipse, Chief Customer Experience Officer, Globe Telecom, Philippines. Brenda Lynn Dichoso, Chief Customer Care Officer, Smartfren Telecom, Indonesia. Operator Case Study – Aligning Department-Level and Corporate-Wide Customer Experience Objectives. Suphavadee Trakulboon, General Manager, True Touch, Thailand.

CEM 40

CEM 2015 E-support Customer Centricity 40

Lumoa

MARCH 12, 2023

Improving your customer experience always pays off for your business. Most companies have a good gut feeling about the top issues customers care about, but it’s hard to quantify and prioritize those issues. A CX platform offers: Improved customer engagement. That’s why a CX platform can make all the difference.

Customer Experience 78

Customer Experience Customer Journey Mapping NPS Consulting 78

Think Customers

OCTOBER 28, 2020

The more flexibility that companies have in ramping up or down quickly with a variety of internal and outsourced staff, the better positioned they will be at meeting service levels and delivering a great customer and employee experience. To understand what customers care about, leverage the knowledge of front-line agents.

Financial 52

Financial Insurance Banking 2013 52

Thematic

MAY 19, 2022

Explaining spikes and drops in essential metrics are their bread and butter, as is helping product teams leverage data for deep customer insights. They empower the entire company to access user insights for product and customer experiences. But it’s not enough to simply listen to customers.

Net Promoter Score 71

Net Promoter Score Feedback E-support Insights 71

Lithium

OCTOBER 2, 2018

Together, we will help your brand bridge its marketing and customer care efforts to make it easy to reach, serve and build lifelong relationships with customers. Our companies share a common mission: to transform the way businesses build customer trust and loyalty. Together, Spredfast and Lithium can do that for you.

Customer Engagement 53

Customer Engagement Engagement Government Events 53

Comm100

DECEMBER 11, 2017

Live chat is especially popular among online retailers who don’t want to let customers slip away if they’re the least bit interested. Some providers allow co-browsing, where the customer care agent takes temporary control over the user’s browser and provides technical troubleshooting or directs them to pages where they will find resources.

Customer Experience 61

Customer Experience Social Media Multi-Channel Culture 61

Thematic

NOVEMBER 13, 2018

If they care this much about their customers you better also, if you want to stand a chance in today’s competitive market. Now we’ll talk about how you can actually capture those customer insights and respond to them in a way that works for you. 3 step process for implementing a VOC program. One of their biggest Aha!

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101

C3Centricity

MAY 25, 2020

Fast, Personal Service Is Directly Linked to Customer Loyalty. 71% of consumers say that customer service provided on any day at any time has an influence on loyalty, and almost as many (69%) say the same about personalized customer care.

Technology 121

Technology Information Consumers Retail 121

Think Customers

OCTOBER 11, 2021

It’s time for CX leaders to deploy these metrics with action, technology, and deep questions that consider the emotions behind customer service. Real Time Speech Analytics to Power Voice of the Customer Insights : Learn how speech analytics can boost NPS scores with meaningful customer insight.

Contact Center 52

Contact Center NPS Metrics Net Promoter Score 52

ClearAction

MAY 18, 2017

Investment in VoC can be staggering: several full-time employees to manage it all, subscription to a customer feedback management system for several hundred thousand dollars, analytics subscriptions (text, voice, predictive, social media, loyalty driver uplift, etc.), and continuing VoC education (certifications, conferences, etc.).

ROI 54

ROI Feedback Insights Financial 54

Interactions

JULY 24, 2019

For more than a decade, we have been a market leader in building Conversational AI applications for enterprise customer care. With GXP, we’ve taken that expertise and experience and applied it to the Food Services industry to revolutionize digital ordering and guest care. Restaurants are leaving money on the table.

Guest Experience 54

Guest Experience Interaction Social Media Omnichannel 54

LiveChat

FEBRUARY 13, 2018

In today’s world, many people are talking to each other via text messages such as customer care, Facebook messenger and generally on social media. Ideally, chatbots have a lot of potential in various verticals including in sales, marketing, engagement and customer retention. Improved customer insights.

2018 50

2018 Technology Social Media 2021 50

CSM Magazine

MAY 14, 2024

These developments, guided by valuable customer insights, serve to enrich the entire spectrum of the customer journey and are crafted to further empower businesses to provide personalised customer and employee experiences, drive business growth, and set new benchmarks in the industry.

Healthcare 52

Healthcare Innovation Employee Experience Customer Journey 52

Zeisler Consulting

NOVEMBER 9, 2022

Anybody who’s read much of what I have to say about Customer insights and Voice of the Customer (VoC) knows I’m quite critical of legacy KPIs like CSAT and NPS. why not, when you’re asking your Customers what they think of you, ask them about how you’re delivering on that ? Also consider, NPS is simply lazy.

NPS 72

NPS Metrics Effort Score Average Handle Time 72