Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Many executives are interested in improving and understanding customer experience. They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so.

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

C3Centricity

AUGUST 2, 2021

As mentioned last week, you can download the full white paper HERE. If customer is willing to discuss the competition, the insight will be valuable in how you compare to the competition as well as the best of class vendor. The Customer Loyalty Wheel ™. They also will give you specific actions to improve.

White Paper 72

White Paper Customer Relationship Management Download NPS 72

C3Centricity

JULY 27, 2021

If you can’t wait for Part 2 next week, you can download the full white paper HERE. I have been fortunate to have managed over 250 voice of the customer projects in B2B over the last four decades, with over 50 engagements on customer satisfaction and loyalty.

White Paper 74

White Paper B2C B2B Customer Satisfaction 74

TechSee

MARCH 12, 2019

Visual support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service. The Power of Visual Automation. Bringing visual automation to contact centers.

White Paper 112

White Paper Contact Center Net Promoter Score Average Handle Time 112

Customer Bliss

FEBRUARY 9, 2017

This article pulls from a B2B digital trends report via EConsultancy and a Avanade/Sitecore white paper. Pay attention to this: The most attention-grabbing finding in this study is that respondents said their company realized $3 in benefits for every $1 it spent on improving customer experiences.

White Paper 226

White Paper 2017 B2B Article 226

Kayako

MAY 13, 2022

As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Simply put, customer satisfaction measures whether your products and service meet or exceed your buyers’ expectations. Are you ready to provide fast and responsive customer care? White papers.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

Talkdesk

DECEMBER 1, 2020

More than 60% of customers are extremely willing or very willing to switch brands to have a better customer service experience. Customer experience (CX) is critical to retaining and driving business and the mandate to improve it is constant.

Contact Center 104

Contact Center White Paper Roadmap Webinar 104

Totango

AUGUST 23, 2022

Providing tutorial tips to answer customer questions and encourage greater product adoption. Delivering customer support. Resolving customer escalations or problems. Administering customer satisfaction surveys. Reminding customers to renew subscriptions. White papers. Loyalty and advocacy.

Touchpoint 119

Touchpoint Customer Journey B2B Customer Journey Mapping 119

Strativity

MARCH 21, 2018

In an ever increasing customer-centric world, employees are the key to unlocking customer loyalty. Engaged employees deliver better customer satisfaction and profits. The post Engaged Employees Deliver Higher Customer Satisfaction and Greater Profitability appeared first on Strativity.

Customer Satisfaction 40

Customer Satisfaction Engagement Customer Centricity Loyalty 40

Comm100

NOVEMBER 2, 2017

As he pulled up to my destination, Rodrigo asked only one thing of me: “If you wouldn’t mind filling out the customer satisfaction survey and rating my service today, I would really appreciate it,” he said. What is a Customer Satisfaction Survey? Customer interviews Focus groups. Download Now.

Customer Satisfaction 66

Customer Satisfaction Feedback Customers White Paper 66

GetFeedback

FEBRUARY 15, 2019

Interested in learning more about your customers so you can improve products, enhance customer experience , and ultimately drive growth? Net Promoter Score is a trusted measure of customer loyalty. It can help companies understand their audiences by quantifying customer sentiment toward products and services.

Net Promoter Score 150

Net Promoter Score NPS White Paper Feedback 150

Comm100

JANUARY 14, 2020

With a unified view of the customer across all channels, agents can resolve queries more easily, increasing their overall capacity. Increased customer satisfaction. Customers expect agents to have access to their whole story when they reach out for support. This post includes highlights from our Omnichannel white paper.

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

Education Services Group

AUGUST 27, 2018

Read about this study and others in our white paper, Neuroscience and Customer Success. Conventional wisdom says customer satisfaction is based solely on the value they derive directly from the product. Behaviors lead to loyalty. Download our Neuroscience and Customer Success white paper.

White Paper 51

White Paper Download Customer Success 2015 51

Beyond Philosophy

NOVEMBER 28, 2016

There is general agreement that both developing employee ambassadors and customer advocates should receive high priority and emphasis if an enterprise is going to be successful. Whenever encountering white papers that conflate the connection between employee engagement and happy customers, the above questions need to be asked.

Engagement 145

Engagement White Paper 2015 Consulting 145

Uniphore

DECEMBER 13, 2021

From streamlining and simplifying self-service to augmenting live agent interactions, these tools help optimize every conversation, delivering measurably better outcomes, including: Higher customer satisfaction (CSAT) and net promoter scores (NPS). Increased first contact resolution (FCR) rates. Download The Article.

Retail 105

Retail Net Promoter Score Customer Experience Download 105

Up Your Service

MAY 25, 2017

In the white paper, Engineering a Service Revolution that was recently cited in Harvard Business Review , we outline Four Rules, including a rapid and comprehensive plan to educate and motivate employees at all levels,leaving little room for negative influence to grow or fester. Focus on Service Education.

Culture 75

Culture White Paper Workshop Customer Satisfaction 75

Centercode

JUNE 18, 2019

Here are three big benefits to closing the customer feedback loop. Closing the feedback loop increases loyalty. If your product has a poor unboxing experience, your customers will say so on Amazon. By responding to feedback, you’re showing your customers that you are actively engaged in their experience. Website down?

Feedback 56

Feedback White Paper Customer Centricity Social Media 56

inmoment

JUNE 17, 2019

Instead of looking at non-buyers as mysteries to be solved with just the right email or remarketing campaign, view and treat them as valuable customers from the very first touch. Definition of Loyalty Diverges. All brands aim for high customer loyalty, hoping to cultivate a reliable base of repeat shoppers.

2019 53

2019 Customer Experience White Paper Definition 53

Calabrio

JULY 29, 2016

By continually assessing agent performance and call quality, organizations can protect their bottom line by pinpointing areas to improve the customer experience. This ultimately leads to increased customer retention and loyalty. Customer frustration levels increase with each call and customer experience deteriorates.

Contact Center 56

Contact Center White Paper Omnichannel Call Center 56

Comm100

JANUARY 14, 2020

With a unified view of the customer across all channels, agents can resolve queries more easily, increasing their overall capacity. Increased customer satisfaction. Customers expect agents to have access to their whole story when they reach out for support. This post includes highlights from our Omnichannel white paper.

Omnichannel 52

Omnichannel 2020 White Paper Social Media 52

Uniphore

NOVEMBER 11, 2021

With a conversational automation platform that understands the customer’s real intent and sentiment, banking contact centers can deliver a positive conversational experience that drives customer satisfaction.

Banking 52

Banking Net Promoter Score Contact Center NPS 52

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. No Loyalty (low relative attachment and low repeat purchase). But, what about customer advocacy in BtoB products and services? Does it exist?”.

White Paper 60

White Paper 2007 Consulting Loyalty 60

ProProfs Chat

NOVEMBER 29, 2019

Boosts Customer Service & Loyalty. They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. Live Chat Messaging Customer Satisfaction Statistics. Live Chat Customer Loyalty Statistics. Improved Lead Generation.

2020 90

2020 E-support 2018 Hospitality 90

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. But, there is little that is really new or trailblazing in this idea.

Financial 144

Financial White Paper Books Airlines 144

ClearAction

FEBRUARY 7, 2016

Employee Engagement in Superior Customer Experience Build a Sustainable Strategy for Customer Experience Management. Integrating Customer-Focus & Measurement in Day-to-Day Business. You Can Find Customer Satisfaction. Managing the Customer Experience Across Service Channels. Customer Centricity.

Article 48

Article Customer Experience 2009 White Paper 48

SurveySparrow

MARCH 30, 2021

White papers. The most important purpose of market surveys is to get feedback and analyze your customer satisfaction levels. This will help you to keep your customers engaged and obtain loyal customers. . Customer Analysis Survey. Some good examples of secondary market research are: Articles.

Marketing 52

Marketing White Paper Advertising Feedback 52

ProProfs Chat

JULY 13, 2018

Return customers might not be as loyal as your brand’s advocates but their previous satisfied experience with you provides a level of trust that you can’t find in your first-time customers. Customer retention could generally be traced down to customer satisfaction.

White Paper 63

White Paper Advertising Customer Retention Customers 63

Bold360

DECEMBER 4, 2016

So how can customer support centers within the travel industry better plan for the 2016 holiday season? The practical guide: The following tips will ensure this year’s holiday call center costs and handle times sink to an all-time low, while customer satisfaction ratings soar to an all new high: 1. Plan ahead of time.

Call Center 56

Call Center Travel Multi-Channel White Paper 56

Service Untitled

NOVEMBER 8, 2012

From digital signs on busy highways showing shortened waiting times in local emergency medical facilities to expedient office staff, the new faces of medical care seek customer loyalty by creating positive experiences. From the moment a patient calls for an appointment, the expectation for services begins.

White Paper 53

White Paper Customer Service Magazine Hospitality 53

LiveChat

JUNE 8, 2018

Even in business, communicating with customers effectively can help you gain their loyalty – leading to repeat purchases, positive word-of-mouth, and referrals. This goes to show how important it is for you to provide good customer service. Content marketing is a great way of engaging both customers and prospects.

Communication 66

Communication Social Media B2C White Paper 66

CSM Magazine

FEBRUARY 14, 2017

Consistently low scoring net promoter score (NPS) customers are routed to another team focussed on understanding why their customer satisfaction scores are low. Customers are offered a ‘random act of kindness’ to acknowledge their loyalty based on how long they have been active customers. About the Author.

Engagement 40

Engagement White Paper Net Promoter Score Definition 40

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. How-to instructions.

Customer Service 62

Customer Service E-support Article Document 62

Uniphore

DECEMBER 17, 2021

Yet, many payers are still struggling to eliminate the friction in patient/member journeys, improve consumer satisfaction and loyalty, and driver greater efficiency. Scoring an “Ok” Satisfaction Rating Isn’t Enough. Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction.

Healthcare 52

Healthcare Contact Center 2021 Average Handle Time 52

Comm100

NOVEMBER 15, 2017

This is because, as the Harvard Business Review puts it, “delighting customers doesn’t build loyalty; reducing their effort—the work they must do to get their problem solved—does.” First contact resolution is a necessary part of reducing customer effort and increasing customer satisfaction.

White Paper 45

White Paper Reference Social Media Download 45

Alliance by IFS

JUNE 2, 2015

In our latest white paper, Forging a Service and Sales Partnership , we take a look at the revenue potential of handing sales responsibilities to the service force, as well as creating better channels of communication so that the service team can more effectively pass leads to the sales organization.

Sales 22

Sales White Paper Multi-Channel Download 22

Comm100

APRIL 28, 2016

Understanding customer needs can help you build fantastic products and services. But how you communicate that empathy to a customer directly, as well as how you can perceive their more moment-to-moment needs, can help you build customer satisfaction and loyalty. And there are other soft skills involved.

White Paper 53

White Paper Download 2011 Customers 53

SmartKarrot

JANUARY 7, 2022

So, customer intelligence will help create strategies that adapt to the changing market. You can target an audience with customer segmentation. You can personalize strategies to increase customer loyalty and customer satisfaction. Helps in predicting future customer behavior . contact-form-7].

2022 10

2022 White Paper Social Media Competitive Advantage 10