GetFeedback

MARCH 15, 2020

How companies can show empathy and deliver meaningful customer experience needed during a global crisis.

Customer Experience 433

Customer Experience Customers Article 433

CX Accelerator

MARCH 16, 2020

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Are you sold? In all seriousness, I recently had a conversation with someone who voiced their disdain for the term “agent” when referring to a customer service or contact center professional.

Contact Center 228

Contact Center Reference Communication Customer Service 228

Customer Bliss

MARCH 18, 2020

In this time of Coronavirus…let goodness prevail, instead of fear. Let kindness and grace be our first instinct. Let trust and respect become translated now into our business lives. These will lead to every kind of prosperity on the other side of this pandemic. Growth through admirable acts will define companies and people now. I was struck by this beautiful gesture of humanity in the Italian city of Siena.

Financial 215

Financial Healthcare E-support Hospitality 215

Beyond Philosophy

MARCH 19, 2020

We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. Some of the research told us what we expected to hear, but some of the revelations might surprise you. We talked about this research in a recent podcast. You All Want Growth.

Net Promoter Score 191

Net Promoter Score ROI Customer Experience Professionals Return on Investment 191

Advertiser: ZoomInfo

AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.

2025

GetFeedback

MARCH 17, 2020

The most popular CX metrics catalogued by purpose and best use case.

Metrics 420

Metrics Customer Experience Customers 420

Alida

MARCH 20, 2020

New COVID-19 Survey Template and Unlimited Use of Ad-hoc Surveys to Employees for All Customers for 90 Days.

Customers 204

Customers Engagement 204

Heart of the Customer

MARCH 18, 2020

We’ve been in customer experience quite a while now. To paraphrase Liam Neeson – we have a very particular set of skills, skills we have acquired over very long careers. And we’d like to use what we know to help you help your customers when so much is out of your control. Below are five […]. The post 5 virus-related CX tips you need TODAY appeared first on Heart of the Customer.

Customer Experience 145

Customer Experience Customers Customer Relationships Customer Journey 145

GetFeedback

MARCH 17, 2020

How to measure customer loyalty across your customer experience program.

Loyalty 195

Loyalty Metrics Measurement Customers 195

Experience Investigators by 360Connext

MARCH 17, 2020

We are faced with unprecedented challenges. Not just our organizations, but our whole world. We toss around terms like social distancing and pandemic in ways we couldn’t have imagined a few short weeks or even days ago. We are in this together, as we struggle with the challenges of COVID-19 and how this coronavirus has redefined our work, our goals, our challenges and our daily lives.

Customer Experience 178

Customer Experience E-support Customer Journey Mapping Webinar 178

Advertisement

Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

2024

Wootric

MARCH 15, 2020

Financial markets are sliding, a pandemic is spreading around the world, schools are closing, businesses are moving to remote work if they can, and every company is scrambling to respond to quickly changing circumstances. Planned investments that were intended to drive growth — like hiring, media spend and software purchases — are being reevaluated as business leaders are forced to triage what they need to do to weather the storm.

E Commerce 125

E Commerce E-support Chief Customer Officer Loyalty 125

Customer Bliss

MARCH 18, 2020

In this time of Coronavirus…let goodness prevail, instead of fear. Let kindness and grace be our first instinct. Let trust and respect become translated now into our business lives. These will lead to every kind of prosperity on the other side of this pandemic. Growth through admirable acts will define companies and people now. I was struck by this beautiful gesture of humanity in the Italian city of Siena.

Financial 130

Financial Healthcare E-support Hospitality 130

GetFeedback

MARCH 17, 2020

The top CX metrics—NPS, CSAT and CES—and how to use them successfully.

Metrics 221

Metrics Customer Experience NPS Customers 221

UJET

MARCH 17, 2020

A strong customer support team is integral to the success of any business. But a strong team doesn’t need to be in the same office to ensure success. The rise of remote work has proven that employees can be as, or more, efficient in their work outside of the office. But even with a dispersed team, managers and supervisors can ensure that agents are providing the expected high-quality support to maintain positive customer experiences.

Management 121

Management Communication Contact Center Customer Satisfaction 121

Advertisement

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

ShepHyken

MARCH 17, 2020

Customer Value is Company Value. How to Drive Value and Become Customer-Focused. Shep Hyken interviews Rob Markey , a leader of Customer Strategy and Marketing at Bain & Company. They discuss four strategies companies can use to achieve consistent and sustained growth in customer value, NPS (Net Promoter Score), customer feedback and company culture.

Net Promoter Score 113

Net Promoter Score NPS Loyalty Culture 113

TechSee

MARCH 17, 2020

In today’s customer-centric and highly competitive marketplace, field service organizations must meet the growing expectations for shorter waiting times, quicker resolutions, and better overall customer experience. Failure to achieve a first time fix means more downtime for the customer, another tech dispatch and lower satisfaction ratings. Technicians are therefore expected to arrive fully prepared, armed with knowledge about the history of the problem and any previous work on done on site, as

Customer Centricity 109

Customer Centricity Download Books Innovation 109

GetFeedback

MARCH 15, 2020

How companies can show empathy and deliver meaningful customer experience needed during a global crisis.

Customer Experience 195

Customer Experience Customers Article 195

Michel Falcon Experience

MARCH 19, 2020

The importance of customer experience is mission-critical right now for companies of all sizes. I recognize that customer experience may not be relevant to you right now because you may not have any active customers. Take me as an example, my business partners and I had to close the doors to our restaurants. Danny Meyers, had to lay off 2,000 employees yesterday because his restaurants are closed too.

Customer Experience 107

Customer Experience Telecommunications Hospitality Social Media 107

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

ProProfs Chat

MARCH 18, 2020

This is the worst restaurant I’ve been to in my entire life! That website is so annoyingly slow. Don’t even waste your time trying to read something there. I really hope that nobody will ever buy this software again. This interface is so frustrating! When you read these, it doesn’t seem too difficult to estimate customers’ satisfaction level, right?

Customer Satisfaction 96

Customer Satisfaction Measurement Net Promoter Score Social Media 96

Interactions

MARCH 19, 2020

As the coronavirus pandemic sweeps the nation and the rest of the world, businesses are forced to make tough decisions. We’ve seen travel bans, the cancellation of public events, and work-from-home mandates. Businesses across industries are trying their best to keep their employees and customers calm, safe, and productive during these testing times. .

Customer Service 96

Customer Service Contact Center Travel Airlines 96

Alida

MARCH 17, 2020

In today’s world, seamless user experience (UX) is fundamental to driving online conversions and maintaining customer loyalty.

User Experience 130

User Experience Loyalty Innovation Customers 130

Talkdesk

MARCH 17, 2020

Continuously improving the customer journey in order to achieve the perfect customer experience (CX) is the Everest of the CX-obsessed. Historically, contact center customization — whether that’s changing the agent interface, building custom dashboards or integrating systems for improved context or process automations — has been a hassle. This is largely due to complex and inflexible tools that are difficult to customize and require IT resources, developers or professional services to build and

Contact Center 94

Contact Center Tourism Travel Call Center 94

Advertiser: ZoomInfo

ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!

2025

ProProfs Chat

MARCH 20, 2020

Imagine having new website visitors regularly who are really interested in your services. They seem to love your website and convert a lot. . Also, they provide awesome feedback. . So, at first glance, you’re pretty happy with the performance of your business. But in spite of that, you realize that somehow you haven’t managed to generate satisfying profits.

Financial 91

Financial Customers Sales Social Media 91

Integrity Solutions

MARCH 20, 2020

Today, there’s a lot that we can’t control. But there’s a lot that we can. Virtual learning is one way to maintain connection to business goals- and each other. So, you’re suddenly working from home. Join the club! No, literally, join the club. Over the past few weeks, many people have joined communities of fellow co-workers, online, filled with other people whom they had previously not known.

Travel 93

Travel Healthcare Sales Events 93

Up Your Service

MARCH 17, 2020

As the Coronavirus spreads, it brings new and unique challenges to organizations in every industry in all parts of the world. People are working in a time of tremendous uncertainty and stress. If you’re a leader in this unfolding drama, there is no clear view of the direction or duration of the crisis. The health of people near you may be threatened.

Airlines 83

Airlines Social Media Leadership Government 83

Beyond Philosophy

MARCH 18, 2020

Shark attacks have overblown importance compared to how often they occur. But since TV and movies have made so much of these rare, and rarely fatal events, we are sure we will be the next victim. These unlikely worries are the result of a psychological phenomenon called the Availability Heuristic. This episode of the Intuitive Customer explores the Availability Heuristic and how it can help your brand promote customer-driven growth.

Marketing 113

Marketing Consulting Events Brands 113

Advertisement

The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.

2024