ShepHyken

JUNE 8, 2018

In 2018 customer support spans so much more than help@yourcompany.com. Multiple communications channels will make it easier for your customers: feedback buttons within products, tweeting, DM’s, the inevitable Facebook wall. Product developers made this a priority and rolled out the feature in February 2018. Do You Know Yours?

Customer Support 188

Customer Support Brand ambassadors Scripts Customer Care 188

ShepHyken

MARCH 23, 2018

Recent findings in the Global Leadership Forecast 2018 found that companies that connected purpose to their mission statement outperformed other companies in their market by 42%. Situation : A top goal for 2018 is hiring key talent. Negative customer reviews or feedback. Stating your mission once is not enough.

Airlines 204

Airlines Morale Benchmark Marketing 204

ShepHyken

DECEMBER 20, 2019

Salesforce conducted a survey in 2018. The long-form piece delves into collecting and measuring customer feedback, building customer roadmaps, monitoring your touchpoints and applying solutions with proven success rates. The post Guest Blog: Why Customer Experience Is Essential to Your Bottom Line appeared first on Shep Hyken.

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Customer Experience Customer retention Analytics Contact Center 207

ShepHyken

AUGUST 17, 2018

Accordingly, to the Freshdesk’s Customer Happiness Benchmark Report 2018 , the average FCR is 71%. Your customer’s feedback matters the most so make sure you collect it and keep updating your support based on it. The post Guest Blog: How to Benchmark Your Customer Support Metrics — A Quick Guide appeared first on Shep Hyken.

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Benchmark Metrics Customer Support First call resolution 189

ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We even got a shout out from HubSpot as a top blog you should be reading in 2018. As the year comes to a close, we thought we’d offer up a useful roundup of our ten most popular blog posts from the year. 10 Punny Customer Success Jokes. Churn Monster: Slacker Customer.

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Best practices Metrics SaaS Sales 49

Avaya

NOVEMBER 1, 2018

I had an interesting hallway debate with one of my colleagues, Lisa, earlier this week: is it better to get positive feedback from customers or is it better to hear about their problems? For my part, I argued that positive feedback was better. That kind of feedback is pure gold. That kind of feedback is pure gold.

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Feedback voip Accountability Management 45

ProProfs Blog

FEBRUARY 5, 2021

You send an email to your customers asking for their feedback. Once upon a time, we all have underestimated the power of website feedback. Website feedback is one of the easiest ways to know your customer’s opinion, did they ‘like’ your product/service, or did they ‘dislike’ it? Feedback pages.

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Feedback Surveys Advertising Customer Support 78

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? How to overcome those challenges? Customers want you to know them.

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

ProProfs Blog

DECEMBER 14, 2018

Collecting and responding to customer feedback is critical for any growing business. Ignoring or failing to collect feedback is like flying a plane at night without instruments: you hope you’re headed in the right direction, but you can’t really be sure. So, how do you collect the most relevant feedback from your customers?

Feedback 145

Feedback Surveys Analytics Customer Support 145

ChurnZero

SEPTEMBER 14, 2018

This year, they even had a dedicated CS track that gave CSMs useful information for their day-to-day jobs and covered topics such as – Customer Retention, Customer Success, Customer Loyalty, Customer Feedback, and Customer Experience. Check out our top ten Customer Success takeaways from INBOUND 2018. We have you covered.

Education 66

Education Customer retention B2B SaaS 66

Provide Support

AUGUST 2, 2018

Genuine customer feedback creates opportunities for companies to earn more loyal customers, those who know that they can speak out about their problems and that they will be addressed. Published in Provide Support Blog , 2018. It also helps to: measure customer satisfaction. improve products and services. Read more.

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Feedback Surveys Customer Experience Customer Service 74

CrazyCall

SEPTEMBER 4, 2018

million in total revenue in Q1 2018. Personal blog. As it has become known, in late July 2018 Sales Hacker was acquired by Outreach, the sales and customer engagement platform, and Max took up his new post as Vice President of Marketing. Personal blog. Noah Kagan . Chief Sumo at Sumo Group. Dharmesh Shah .

Sales 129

Sales SaaS CRM B2B 129

The Center for Client Retention

NOVEMBER 28, 2017

Review these 2018 Customer Experience Trends for what’s fresh, viable, and essential to staying in the game. Denmark’s Servicelovers is a firm that wants to change customer service through positive feedback. Dig more deeply into these 2018 trends and find creative ways to leverage the most relevant ones.

Customer Experience 85

Customer Experience Entertainment Technology Accountability 85

ShepHyken

NOVEMBER 11, 2022

Even before the pandemic, usage of QR codes increased by 96% between 2018 and 2020, highlighting its importance in this digital era. In this blog post, we will look at some of the most creative ways companies employ QR codes to help customers and provide a matchless customer experience. QR codes for customer feedback .

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Customer Service Feedback Advertising Customer Experience 162

AskNicely

FEBRUARY 21, 2018

Note: This blog post is for educational purposes only, and is by no means to be considered legal advice. May 25th, 2018… Does that date ring a bell? As a global SaaS company in the customer feedback business, we thought it only fair that we talk a little bit about the GDPR and how it can affect NPS at your company.

Feedback 60

Feedback Banking SaaS Education 60

Monet Software

OCTOBER 22, 2018

Wrapping Up Dreamforce 2018. The new site is now up and running, and we’d love it if you would stop by, look around, and give us any feedback on how it looks and how it works for you. Looking for blogs, demos, whitepapers, webinars or case studies? Commitment to Customer Experience Tops Priority List.

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contact center solutions Contact Center Quality management Feedback 48

Mindtouch

FEBRUARY 12, 2018

MindTouch was recently named a TrustRated Top Rated Customer Experience Management Platforms for 2018. To learn more about this award, check out the full list of Top Rated Customer Experience Management Platforms of 2018. We even received a nifty Top Rated Badge! About TrustRadius. Fred Reichheld and Satmetrix Systems, Inc.

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Customer Experience Management B2B Self service 59

PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. Many companies collect customer feedback, but very few act on what they hear.

Feedback 54

Feedback Chief Customer Officer Best practices Consulting 54

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers.

Customer Experience 129

Customer Experience Customer centricity Education Consulting 129

Mindtouch

NOVEMBER 20, 2018

A successful OpenTalk 2018 indeed! To really know your customers, you need to blend both technology and empathy to effectively hear and interpret feedback, and then leverage it to scale effectiveness. The post Blended Experiences Lower Effort: 5 Action Items from OpenTalk 2018 appeared first on MindTouch Blog.

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Self service B2B Customer centricity SaaS 80

aircall

DECEMBER 13, 2018

Data in this report comes from a February 2018 survey of 475 U.S. Our final survey question asked respondents to consider the following: “What one change do you believe would have the most positive impact on your organization’s customer support operations in 2018?”. How are they designing their customer support strategies as a result?

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Surveys Customer Support B2C CRM 54

Help Scout

AUGUST 15, 2018

Now in August 2018, we have new data and insights to share and continue the conversation. After getting great feedback from the comments on the blog post pointing out that trans people can identify as male or female, we made necessary and more inclusive improvements to that wording. Don’t forget the ‘I’ in D & I.

Surveys 40

Surveys Engineering Feedback Personalization 40

Toister Performance Solutions

AUGUST 7, 2018

Level one feedback is more commonly known as the survey you take at the end of a training program. But I leaned heavily on level one feedback for a recent project. Many of the revisions I made came directly from level one feedback. Overall, the feedback was very positive. You can see the finished course here.)

Feedback 48

Feedback Scripts Surveys Education 48

Revation Systems

MARCH 13, 2018

LinkLive’s Spring 2018 Release features both text-to-speech (TTS) and speech-to-text (STT) capabilities, which are designed to help organizations in various sectors simplify engagement and bolster positive relationships. The post What’s New for Spring – LinkLive 2018 appeared first on Revation Systems.

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Chatbots Banking Contact Center Healthcare 48

Stratifyd

DECEMBER 28, 2018

As the year comes to a close, it’s natural to reflect on the events and achievements of 2018 to measure success and set goals for 2019. But before finalizing, an analyst utilized our platform and found that the customer feedback was overwhelmingly negative. Estimated reading time: 3 minutes. We built and launched version 4.0

Engineering 40

Engineering Customer retention Consulting Consulting 40

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? Customer feedback is a precious resource for understanding what’s effective and what needs improvement. However, manually sifting through and evaluating this feedback can be incredibly time-consuming.

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Feedback Banking Chatbots Automotive 83

Peter Lavers

FEBRUARY 6, 2018

A little while ago a Helsinki-based customer feedback analytics company called Lumoa asked me to contribute to a blog series they were writing on the future of Customer Experience, and what its challenges will be on 2018. I was happy to participate, and the blog with my contribution has just been published.

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Customer Experience B2B Analytics Feedback 100

Tenfold - Contact Center Blog

MAY 21, 2018

The reviewers have spoken, and Tenfold has earned the 2018 Top Rated award for Contact Center Software from TrustRadius. According to positive feedback from authenticated users, Tenfold is living up to their promise of helping companies have better customer conversations.

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Contact center software Contact Center Advertising Sales 48

Beyond Philosophy

DECEMBER 26, 2017

Dedication to provide value to customers, using employee feedback for improvement within the department, leveraging teamwork, recognizing that employees have an effect on customer behavior, and enabling employees with more personal decision-making in their jobs. Five Things That Will Redefine Customer Experience in 2018.

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Surveys Enterprise Consulting Consulting 279

Nicereply

JANUARY 21, 2021

Elliott McIsaac , Director of Support and Trust & Safety at Flickr , was hired to do exactly that when SmugMug acquired Flickr in 2018. He explains how to turn Voice of Customer feedback into consistent product and process improvements throughout the transition period.

Feedback 95

Feedback Customer Experience Customer Service 95

ProProfs Blog

OCTOBER 25, 2021

This blog is here to help you find the best time to send a survey and elicit genuine customer feedback that can help your business flourish. GetResponse analyzed a whopping 4 Billion emails sent between July 2018 and December 2018 across the globe and various industries. Next comes the Friday feedback surveys.

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Surveys Feedback SaaS Accountability 148

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. This blog post is not about the top customer service trends to watch out for in 2018. The following best practices set contemporary leaders in innovation apart from the pack and represent what exceptional customer service looks like in 2018.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018. 2 for Companies.

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42

ProProfs Blog

JULY 30, 2021

This blog covers every single detail about brand perception. in the Q4 of 2018. Former CEO of McDonalds, Steve Easterbook confirms that brand perception is one factor that helped the company grow in the last quarter of 2018. Further, you can share the catalogues with your friends and family to understand their feedback.

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Surveys Marketing Analytics Feedback 167

Avaya

JANUARY 14, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Those ratings, in turn, result in more business from that customer and others who rely upon such feedback to make decisions on where to spend their money. Here’s Why You Should Be appeared first on Avaya Connected Blog.

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Customer Experience voip Advertising Metrics 73

CSM Practice

APRIL 12, 2018

Don’t bring feedback to product – bring data. Even if a customer doesn’t move forward with all of the ideas presented, you illuminate the potential impacts of your product and your product is viewed as more valuable.

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Upselling Accountability Sales Feedback 49

GetFeedback

JANUARY 3, 2019

Organizations that have well-developed VOC programs consider feedback from every customer, respond immediately, and ultimately use what they learn to make improvements across departments. In order to leverage VOC data, you have to ensure your customers are giving you feedback, and that you’re capturing it. Choose a channel.

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Customer Service Feedback Scripts Surveys 95