Help Scout

APRIL 10, 2024

Learn what customer experience KPIs are, plus nine we think are worth tracking for almost any team.

Customer Experience 53

Customer Experience Article Customers 53

Optimove

APRIL 10, 2024

DataDots, a leading provider of data support and engineering solutions, and Optimove, the first Customer-Led Marketing Platform, announced a strategic partnership to streamline data integration processes for marketers. The partnership will enable marketers to accelerate and leverage Optimove’s capabilities for personalized customer engagement and real-time marketing strategies.

Marketing 52

Marketing Customer Engagement Engagement Customers 52

TechSee

APRIL 9, 2024

In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution. Without visual assistance, customers struggle to describe technical problems or product statuses, and agents are left to navigate these challenges “blind” without seeing the actual issue.

Net Promoter Score 124

Net Promoter Score NPS Customer Satisfaction Customer Confidence 124

Upstream Works

APRIL 11, 2024

Our latest blog post outlines three practical applications of AI that will improve the agent experience and, in turn, improve CX. The post 3 Ways AI Improves Agent Experience appeared first on Upstream Works.

Blog 88

Blog 88

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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

CSM Magazine

APRIL 11, 2024

Sabio Group, the digital experience transformation services specialist, has launched a new e-book which takes a deep dive into the role that Customer Relationship Management (CRM) systems play in shaping and orchestrating modern customer journeys. The eBook – entitled “ Harnessing the Power of Salesforce ” – is a comprehensive guide that focuses on the importance of organisations having a centralised data strategy to complement any Salesforce implementation.

Books 52

Books E-support Customer Experience Customer Journey 52

InMoment XI

APRIL 9, 2024

Facebook is one of the most widely used social media marketing tools today. However, there may be instances where your business must learn how to delete a Facebook Page in order to protect your brand reputation. Here are some of the common reasons why a business might want to delete their Facebook Page: Rebranding: Your company is undergoing a rebranding process and you’d like to start fresh with a brand new Facebook Business Page.

Brands 195

Brands Social Media Feedback Management 195

ShepHyken

APRIL 9, 2024

What if I told you that a satisfied customer could ruin your business? Most people think satisfied customers are happy and will come back. At least, it appears that way. Many years ago, I used to begin my customer service keynote speeches with a question: By a show of hands, how many of you believe it’s important to satisfy your customers? As you might imagine, just about everyone raised their hand.

2024 146

2024 Workshop Customer Service Training Customers 146

TechSee

APRIL 9, 2024

In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution. Without visual assistance, customers struggle to describe technical problems or product statuses, and agents are left to navigate these challenges “blind” without seeing the actual issue.

Net Promoter Score 109

Net Promoter Score NPS Customer Satisfaction Customer Confidence 109

Magellan Solutions

APRIL 11, 2024

Hey there, fellow Shopify merchants! With over 1.75 million online stores on Shopify , excellent customer service is crucial to standing out. Top-notch telephone support is essential for building brand loyalty and boosting sales for your online business. With Shopify telephone support, you can elevate your customer experience and ensure shopper satisfaction, making your store a preferred choice among millions of others.

E Commerce 95

E Commerce E-support Net Promoter Score Customer Satisfaction 95

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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

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. Its main benefit is in allowing organizations to provide predictive support to their clients, catering to their needs 24/7 to address their concerns proactively. In this article, we will discuss how the combination of AI and human intuition can be applied to a range of sectors to help solve problems preemptively.

Customer Service 92

Customer Service Customers Social Media Customer Satisfaction 92

C3Centricity

APRIL 9, 2024

As has been claimed for decades, there are differences between B2C marketing strategies and those of business-to-business (B2B). However, as companies continue to evolve in an increasingly digital landscape, these disparities, while significant, share the underlying goal of establishing meaningful connections with the people who buy their products and services.

B2C 114

B2C B2B Marketing Return on Investment 114

delighted

APRIL 12, 2024

Once you discover the power of surveying customers and implementing their feedback, it’s easy to want to scale your feedback program to send more surveys, more frequently. But if you see response rates drop and a lack of customer engagement with your surveys, your audience might be experiencing survey fatigue. Surveying at the right frequency, with the right survey design, is what keeps your customers responding and free of survey fatigue.

Feedback 98

Feedback B2B NPS Demo 98

Heart of the Customer

APRIL 12, 2024

Having the best customer experience pays. But what is the value of having the best customer experience? There’s plenty of data that shows that customer experience pays. The most compelling is Watermark Consulting’s tracking of stock prices. The company simulated purchasing the stock of CX Leaders (the ten top-performing companies in customer satisfaction on annual […] The post A Positive Emotional Experience = Good for Customers, Profitable for You appeared first on Heart of the Customer.

Customer Satisfaction 78

Customer Satisfaction Customers Customer Experience Technology 78

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

Beyond Philosophy

APRIL 11, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act.

Books 78

Books Customers Insights Marketing 78

The DiJulius Group

APRIL 9, 2024

Years ago, one study revealed that customers would rather go to the dentist instead of calling a company’s contact center. Big corporations have now solved that issue by making it virtually impossible to contact them. A new study sheds light on a significant obstacle: the absence of a contact phone number on the homepage of. Read Full Article The post Customer Complaints: The Sound of Silence in Corporate Communication appeared first on The DiJulius Group.

Communication 91

Communication Contact Center Article Customers 91

SaleMove

APRIL 12, 2024

Disconnected service experiences are the root cause of many customer support woes: Real-time visibility provides a seamless solution that benefits everyone. The post The Power of Real-Time Visibility appeared first on Glia Blog | Digital Customer Service Explained.

Blog 88

Blog Customer Service Contact Center Interaction 88

West Monroe

APRIL 9, 2024

Credit unions are uniquely positioned in today’s marketplace. With the ability to focus on the member experience and provide higher interest rates, credit unions can continue providing value despite ongoing uncertainty in the macroenvironment. While this impacts lower net interest margins, it fuels competition against traditional banks and highlights the differing profit pressures that credit unions face.

Banking 52

Banking 2024 Financial Consumers 52

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.

Customer Insights

Call Experts

APRIL 8, 2024

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. Today, utilities play an undeniably vital role in our daily lives. We rely heavily on these essential services, from electricity and water to telecommunications and internet services. As a result, for those looking to ensure seamless operations and superior customer service, many companies are deciding to use a call center for utilities as it has proven itself to be quite a powerful tool.

Contact Center 52

Contact Center Multi-Channel Customer Service Call Center 52

Gainsight

APRIL 8, 2024

The role of Customer Success has undeniably been one of change in the last few years. With teams being downsized and CSMs being held accountable for more, the role of how digital motions come into play is more crucial than ever. Let’s explore this evolution from “traditional” C.S. to Digital CS , drawing insights from research analysts and industry thought leaders.

Customer Success 52

Customer Success Engagement Customers Insights 52

Magellan Solutions

APRIL 8, 2024

Do you know what the challenging part of a customer service representative’s role is? Pacifying an angry customer! Dealing with an irate customer is a valuable skill that each one must possess. Poorly handling the conversations and getting no resolution to their concerns can severely damage your business relationship and potentially hurt the business’s reputation.

Customer Service Representative 52

Customer Service Representative Customers Customer Satisfaction Call Center 52

West Monroe

APRIL 9, 2024

Credit unions are uniquely positioned in today’s marketplace. With the ability to focus on the member experience and provide higher interest rates, credit unions can continue providing value despite ongoing uncertainty in the macroenvironment. While this impacts lower net interest margins, it fuels competition against traditional banks and highlights the differing profit pressures that credit unions face.

Banking 52

Banking 2024 Financial Consumers 52

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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

Call Experts

APRIL 8, 2024

A Customer Journey Contact Center supports clients and improves their experience. It refers to the interconnected set of experiences that a customer has with a company from their initial point of contact through to their ultimate departure. Unlike examining each interaction in isolation, adopting a Customer Journey perspective means documenting the entire experience from the customer’s point of view.

Contact Center 52

Contact Center Customer Journey Call Center Touchpoint 52

SurveySensum

APRIL 8, 2024

In 2024, ensuring the survival of small businesses requires more than just an online presence; it requires a dynamic and strategic digital engagement that is not just an asset, but a critical necessity for success. The digital sphere offers endless opportunities for growth and expansion but also presents significant challenges, including intense competition and the rapid pace of technological development.

Social Media 52

Social Media Advertising Feedback Multi-Channel 52

SurveySparrow

APRIL 8, 2024

Did you know that, according to the Mystery Shopping Providers Association (MSPA) Americas , there are more than 1.5 million mystery shoppers? It’s like being a secret agent for a business but so much more fun! The best part is when we collect nuanced data from them! In this blog, we will examine the benefits of a mystery shopping survey and how to create one effectively using a free template as an example.

Feedback 52

Feedback Interaction Roadmap Sales 52

Gainsight

APRIL 12, 2024

Customer Success is paramount in driving product adoption. From a report, Gainsight found that 67% of respondents are using Digital Customer Success to effectively onboard and grow customer advocacy for their products. But how do you ensure that your customers not only get on board with your product but also leverage it to its full potential? The answer: Digital Customer Education (CE).

Customer Success 52

Customer Success Management Customers 2015 52

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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.

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