aircall

APRIL 28, 2021

We’ll also check how to find the right business phone system , how to evaluate business apps, and how business apps bring all the right solutions together to assist your efforts in improving customer experience. Such an undertaking also involves substantial time and effort on your IT support staff.

Call Center 62

Call Center Interactive Voice Response Sales Enterprise 62

C3Centricity

JANUARY 4, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Either way, we’d like to thank you all for your support in 2020. Five Rules of Customer Observation for Greater Success.

Customer centricity 62

Customer centricity Marketing Personalization Best practices 62

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Either way, we’d like to thank you all for your support this past year. Is Packaging Part of Product or Promotion?

Customer centricity 71

Customer centricity Journey mapping Marketing Personalization 71

Callminer

APRIL 21, 2020

Call center leadership activities are valuable strategies for maintaining a positive attitude among call center agents and making agents feel supported in the workplace. Here are a few tips for call center leadership activities: Create a stimulating environment. The role of a call center manager is complex and challenging.

Call Center 182

Call Center Management Scripts Coaching 182

ProProfs Blog

FEBRUARY 21, 2020

Has it leveled up your customer support process? Well, from what I’ve seen and heard from other business owners – yes, live chat definitely brings a lot of value addition as a support tool. That’s because you get to save a lot of time since you can manage more customers and website visitors at the same time.

CRM 165

CRM Personalization Customer Support Feedback 165

LiveChat

JULY 29, 2019

Many awesome products we use have plenty of features which sometimes we don’t realize. They will help you and your agents provide better support and sell more products. For example, if agents used tags such as #bug or #complaint, they can later filter cases by those tags and identify weak points within your product.

Management 52

Management Analytics Personalization Metrics 52

AskNicely

MAY 18, 2017

*you should think of NPS as a way to lovingly embrace your customer rather than attacking them, but for the sake of our black belt theme, we’re going to call it an attack. This Yellow Belt Guide covers simple tips to make sure you’re ready to kick off. Occasionally customers are blasted all at once to get a bench mark NPS result.

Surveys 60

Surveys Airlines Feedback Upselling 60

Nicereply

AUGUST 20, 2019

Customer success teams do many different things – support, education, experience, etc. – but, really, their core effort is to make sure customers get the most out of your offering. If you think of customers as the building blocks of your business, which they are, then you need to make sure they’re solid.

Metrics 68

Metrics Self service Education Customer effort 68

aircall

MAY 26, 2021

Despite the changes in the shopping experience, what hasn’t changed is the importance of the customer. Despite the changes in the shopping experience, what hasn’t changed is the importance of the customer. Enables you to offer customers relevant choices. Provides customer details that help you personalize communications.

Customer Experience 62

Customer Experience Real estate Sales Surveys 62

ChurnZero

OCTOBER 18, 2019

Churn Monster #14: Know-It-All Customer. . We have a new churn monster to introduce to you today – a Know-It-All customer. Does that churn monster description ring any bells for you with your current customer base? This can be very frustrating and harmful to the customer relationship. Hi churn fighters! The Scenario.

Accountability 40

Accountability Customer retention Sales Personalization 40

ChurnZero

MAY 8, 2020

Customer Success is a relatively new discipline and has not faced a major economic event such as COVID-19. We all know Customer Success professionals who have been laid off or furloughed. Speakers: Mikael Blaisdell , Executive Director, The Customer Success Association. If you missed the webinar, you can watch it on-demand.

Benchmark 59

Benchmark SaaS Consulting Consulting 59

AskNicely

MARCH 30, 2017

Customers who aren’t satisfied leave…And there are only so many customers you can lose before your company bottoms out. So wouldn’t it be awesome if you had a way to precisely measure customer satisfaction levels, so that you can easily work out if your customers are happy? Probably not. How NPS Surveys Work.

Surveys 60

Surveys Customer retention Feedback Benchmark 60

Russel Lolacher

JANUARY 10, 2023

And on the show today on the other side of this here, microphone, it’s JP Michel, and here’s why he is awesome. And on the show today on the other side of this here, microphone, it’s JP Michel, and here’s why he is awesome. Connect with, and learn more about, JP on his platforms: . JP on Twitter. MySparkPath .

Personalization 52

Personalization Engineering Employee engagement Marketing 52

Vistio

FEBRUARY 1, 2022

With over 16 years of building and leading customer service and experience teams, she is also the co-founder of a customer service blog, CustomerServiceLife.com. I started working in customer service when I was in college. I love working with customers and teams. Here you are in customer service still to this day.

Contact Center 52

Contact Center Customer Service Morale Engineering 52

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. No worries!

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Organic Mobile Experiences Blur Channel Lines.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

ProProfs Blog

AUGUST 28, 2020

Customers are getting smarter. That’s why customers have higher expectations from you. Looking at growing customer expectations, 70% of businesses are working towards improving the customer experience as they expect more personalization.”. Customers also expect flexibility and consistency when communicating with a brand.

Self service 157

Self service Feedback Airlines Metrics 157

Branch Mesenger

MARCH 20, 2018

We were joined by a very special guest, bestselling author and expert on all things customer service -- Shep Hyken. Shep joined us to talk about some of the following topics and trends that are shaping the world of customer service: The state of customer service in 2018. Shep Hyken: I love the state of customer service.

Customer Service 48

Customer Service Airlines Technology Upselling 48

RapportBoost

NOVEMBER 5, 2018

Nicholas Rodriguez : Thanks for joining us for our first section of our Moving to the Cloud webinar series presented by Customer Experience Update and Customer Contact Central, sponsored by Mitel. is the leading conversational sales analysis platform for brands that use chat, SMS and messenger tools to engage customers.

Contact Center 40

Contact Center Scripts Sales Metrics 40

ProProfs Blog

MARCH 18, 2020

When you read these, it doesn’t seem too difficult to estimate customers’ satisfaction level, right? What if they love your products, but they hate your support? What if you need more constructive feedback to make things better for your customers? Read on and find out: what customer satisfaction actually represents, .

Surveys 145

Surveys Metrics Feedback Best practices 145

Callminer

JULY 23, 2019

Non-Targeted Feedback: Leaders offering vague or non-specific feedback often fall short of providing agents with the real-world examples and actionable advice they need to improve their performance. To empower call center leaders to improve agent feedback, we’ve rounded up 25 tips and best practices for delivering effective agent feedback.

Best practices 140

Best practices Feedback Call Center Coaching 140

ProProfs Blog

DECEMBER 11, 2020

They even help you understand if your customers are satisfied or not. There are multiple customer satisfaction metrics that your business can use to get answers to questions like “Is my customer satisfied?” or “Are we successful as a brand to create an awesome experience for our customers?”. That’s not all.

Metrics 148

Metrics Abandon rate Surveys Feedback 148

ChurnZero

JUNE 17, 2022

Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. You don’t want your customers biting off more than they can chew. At the same time, your onboarding needs to be fairly intensive so that customers see early success, not only potential.

Metrics 98

Metrics SaaS Surveys Self service 98

Voxjar

MARCH 21, 2019

Call monitoring forms and call quality scorecards are the go-to tools in phone-based businesses for measuring employee performance, discovering compliance issues, and gaining a deeper understanding of customers. When used correctly, call evaluations bring transparency into the conversations that your reps are having with customers.

Metrics 40

Metrics Coaching Scripts Contact Center 40

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

ChurnZero

JUNE 17, 2022

Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. You don’t want your customers biting off more than they can chew. At the same time, your onboarding needs to be fairly intensive so that customers see early success, not only potential.

Metrics 52

Metrics SaaS Surveys Self service 52

Russel Lolacher

OCTOBER 24, 2022

A few reasons why he is awesome – He’s the president of Toister Performance Solutions – helping service teams unlock their hidden potential for almost 20 years. An instructor for Linkedin Learning, supporting training and employee development and more. Author of FOUR books on getting customer experience right.

Employee engagement 52

Employee engagement Surveys Accountability Personalization 52

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

Russel Lolacher

NOVEMBER 14, 2022

A few reasons why he is awesome – He’s the CEO and Chief Catalyst for Ignite 360, a market research, insights and strategy firm, he’s the author of TELL ME MORE ABOUT THAT – Solving the Empathy Crisis One Conversation at a Time. He has many many years of experience in research, communications and marketing. Mentioned in the show.

Personalization 52

Personalization Consulting Consulting Advertising 52

Amity

OCTOBER 31, 2016

Amity sat down with Sam Brennand , VP, Customer Success at Uberflip, to discuss Uberflip's company-wide culture of Customer Success, the growth and segmentation of his team, and the ways in which they consistently create value for their customers. I’m the VP, Customer Success here at Uberflip.

Coaching 0

Coaching Engineering Upselling Marketing 0

ChurnZero

MARCH 13, 2020

Convening in a meeting room chock-full of Customer Success Managers, we pondered the purpose of the arguably antiquated QBR. Customers complain they take too long.”. Sometimes, having four QBRs a year for a customer IS too much.”. QBRs are often reserved as the sole time to strategize customer goals.

Metrics 59

Metrics Consulting Consulting Coaching 59

ProProfs Blog

MARCH 20, 2020

Also, they provide awesome feedback. . Before you start to think that there’s been some kind of mistake in the profits column of your periodical report, make sure to check your customer acquisition cost value. . What Are the Crucial Components of a Customer Acquisition Strategy. But what is customer acquisition cost in general?

Sales 137

Sales Marketing Finance Advertising 137