InMoment XI
OCTOBER 10, 2022
All types of businesses leverage customer surveys , and they’re as important for small, growing businesses as they are for established corporations. When you’re creating a customer survey, whether it’s for the first time, or something you do each year, it’s helpful to understand what to expect. What is a good survey response rate? What are best practices for customer surveys?
ShepHyken
OCTOBER 12, 2022
Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. More on why in just a moment. For now, let’s address why companies aren’t using social channels. . When a company tells me they don’t want to participate in social media customer care, I ask why.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Totango
OCTOBER 12, 2022
Recent years have seen an astonishing rise in the popularity of subscription-based products and services. The world of ownership is being replaced by Spotify, Hulu, Amazon Prime, and a host of other on-demand services. And of course, customers can easily cancel the very second they become dissatisfied, lose interest, or feel they aren’t getting the value they expected. .
Team Support
OCTOBER 12, 2022
Most businesses maintain some sort of customer self-service tools, whether it’s a chatbot or guide bot framework or a collection of knowledge base articles. Chances are your business maintains some sort of a self-service option, but does your business do a good job of promoting that to your customers? Self-service provides customers the opportunity to solve a question on their own without directly involving your customer support team or help desk ticketing software.
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.
InMoment XI
OCTOBER 12, 2022
With so much riding on each interaction with your brand, you can’t afford to leave a negative customer experience unresolved. Research shows that it takes about 12 positive experiences to make up for one unresolved negative experience. In fact, a study by Lee Resources reveals that 91% of unhappy customers won’t return to your brand at all. That’s where a closed-loop system comes in!
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Comm100
OCTOBER 9, 2022
As consumer shift from the traditional customer service channels of phone and email towards newer digital channels, organizations are finding that they need to be available in more places, all at once. Live chat, social media, and SMS have all become popular customer service channels, and organizations need to keep up or be left behind. Omnichannel customer service platforms are making this transition easy, as they connect every digital channel together in one place.
Solvvy
OCTOBER 12, 2022
Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. If the company had a great AI chatbot, the interaction might have been so natural that it took a while to realize that you weren’t actually talking to a human. Artificial intelligence (AI) can enhance the types of experiences chatbots can deliver.
InMoment XI
OCTOBER 12, 2022
A lot of folks believe that voice of customer (VoC) programs and market research mean the same thing—but they’re actually quite different! In fact, each discipline differs in purpose, design, analysis and outcomes. However, even though they’re different, it’s important to point out that one isn’t necessarily better than the other—and brands need both if they want their customer experience (CX) programs to reach their potential.
BirdEye
OCTOBER 14, 2022
According to research from Fera.ai, 93% of consumers say they read product reviews before moving forward with a purchase. Another 78% reported being happy or satisfied with their purchase because they took the time to read reviews. So, what does this mean for you? If your business isn’t posting product(s) on product review websites, you’ll lose out on more customers — and therefore, more revenue.
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.
Alida
OCTOBER 13, 2022
Customer lifetime value (CLV) is not a new concept. It’s the total revenue from a customer over the entire duration of their relationship with your business , from first to final purchase.
Comm100
OCTOBER 10, 2022
The life of chatbots in customer service has been turbulent. However, as bot technology has rapidly improved, so too has organizations’ readiness to adopt chatbots in their customer service operations. By introducing a chatbot, organizations are now expanding customer service availability, cutting costs, increasing team efficiency, so much more. In this blog, we’ll look at some of the best chatbot examples across industries, revealing how organizations are using automation and the benefits each
BlueOcean
OCTOBER 10, 2022
How do you continue to offer seamless customer service and experience in this new world of remote work? Blue Ocean offers some insights on how to create a contact center location strategy in a remote world.
BirdEye
OCTOBER 12, 2022
Foursquare is an incredibly useful tool for your business. Since its launch in 2009, Foursquare has become a go-to app for users looking to connect with friends and explore new places. Nearly 2 million businesses have already created Foursquare business listing to join the conversation and connect with customers. So, what are you waiting for? Table of contents What is Foursquare for business?
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!
.png)
Beyond Philosophy
OCTOBER 13, 2022
Why Video is the Untapped Jewel to Greatly Enhance Your Customers’ Experience. We created this newsletter in partnership with Streem. Have you ever used the word “doohickey” or “thingymajig” in a call with a contact center? I have. I didn’t know what the whatchamacallit was, but I knew it wasn’t working. Unfortunately, the expert at the contact center didn’t know what the doodad I described was either, so we were at an impasse.
Comm100
OCTOBER 13, 2022
The state of higher education is changing, and the way that admissions teams work to increase university enrollment must change as well. While digital recruitment strategies have levelled the field for some institutions, others may find it challenging adapting to the new landscape. To increase university enrollment, higher education institutions now need digital strategies to reach students where they are and how they want to connect.
SaleMove
OCTOBER 12, 2022
Banks that focus on the employee experience will attract strong customer service representatives, survive and even thrive in the Great Resignation. The post From Great Resignation to Great Employee Experience: Get Digital appeared first on Glia Blog | Digital Customer Service Explained.
ShepHyken
OCTOBER 14, 2022
This week, we feature an article by Christopher Jan Benitez, a freelance writer who specializes in digital marketing. He shares the importance of developing online training resources for your customer service team and how to implement one for the success of your business. Your customer service team must be an asset to your organization. They should help provide quick service , sustain positive customer relationships, and help address concerns prospects have from becoming one. .
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
CSM Magazine
OCTOBER 13, 2022
“I think recognition and applause are needed when we encounter awesome service” – John Tschohl . I was on the public tennis court on a Thursday in Bloomington at about 3 PM when my former mailman, Scott Pelton, got out of his delivery vehicle and approached me. He had a package from Switzerland that had arrived Monday at my former office.
Playvox
OCTOBER 12, 2022
The end of summer signals a familiar and important pivot. For many remote contact centers, it’s time to shift into a busier season, when the stakes are especially high for customer experience. Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit their remote work playbooks.
Magellan Solutions
OCTOBER 12, 2022
Decoding the Secret of a Good Sales Call Center Agent? You can discover what a customer needs. And give them the chance to buy exactly what they need through a sales call center. Customer service agents today require more multifaceted skills so they can provide excellent customer service and close sales at the same time, since more contact centers are shifting toward up-selling and cross-selling.
ShepHyken
OCTOBER 11, 2022
Creating Employee Morale Through Gifting. How Happy Employees Translate Into Happier Customers. Shep Hyken interviews Temy Mancusi-Ungaro, Chief Executive Officer of Reachdesk , a global data-driven gifting platform that helps teams send gifts at a large scale and measure their impact. He shares how companies can use gifts to create employee morale, nurture team connections, and ensure employee retention.
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.
kommunicate
OCTOBER 10, 2022
Last Updated on October 10, 2022 Tracking the overall performance of your business involves mapping out the terrain of customer experience. Whether it involves your product or customer support, customer experience and satisfaction are the pillars of sustainability in business. Today, companies use CSAT scores (customer satisfaction scores) to determine how satisfied their customers are [.].
Customer Experience Update Submitted Articles
OCTOBER 12, 2022
Often criticised for removing the human touch from customer experiences, conversational AI virtual agents can help employees be more human and empathetic
Magellan Solutions
OCTOBER 9, 2022
Business Sectors That Need Phone Answering Service This 2022. Do you spend so much time answering calls, texts, and emails back and forth with your customer? Maybe it’s time to invest in a phone answering service, especially if the number of client engagements you receive in a day is overwhelming. In a business, incoming calls are unforeseeable; that’s why there are times when no one’s available to answer them. .
Zonka Feedback
OCTOBER 12, 2022
One of the most important things a company can do is meet customer expectations. Businesses can lose money and face brand image issues if they don't take steps to ensure customer satisfaction. Meeting and exceeding customer expectations can be challenging, but making an effort in this direction will lead to better results down the road.
Advertisement
Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
Expert insights. Personalized for you.
368 
Let's personalize your content