Nicereply

FEBRUARY 23, 2022

The NPS means Net Promoter Score and it’s a metric specifically developed to measure customer loyalty, judging by a customer’s likelihood to recommend a product to others. Customers can then respond on a scale from 1 (very unlikely) to 10 (very likely). Customers responding 7-8 are passives. What does NPS mean?

Metrics 98

Metrics Surveys Customer Support Customer Service 98

Steve DiGioia

MAY 27, 2019

But their motto really stands for “always in a state of readiness in mind and body to do your DUTY” We customer service leaders can learn from their motto because there are at least 33 ways the Boy Scouts can improve your customer service. Say “please” and “thank you” more.

Customer Service 184

Customer Service Accountability 184

Momentum Telecom

OCTOBER 23, 2023

In this blog, we’ll discuss the options for voice-enabling Teams, the benefits of using Teams for voice services, and how you can streamline your business communications with Momentum’s Microsoft Teams solution. Free Checklist: Is Your Microsoft Teams Voice And Collaboration Solution Delivering?

Wait times 105

Wait times CRM Customer Service Personalization 105

ShepHyken

JUNE 25, 2018

Each week I read a number of customer service and customer experience articles from various resources. Keys To Earning Sustained Loyalty From Your Employees by Charle Brown. This article shares five ways to do so. Personalization Matters: 12 Ways For Brands To Increase Customer Loyalty by Forbes Agency Council.

Customer Service 213

Customer Service B2B Personalization Enterprise 213

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Customer experience should be measured the same way - continuously.

Customer centricity 163

Customer centricity Feedback Surveys Consulting 163

JustCall

JANUARY 23, 2024

Using this feature, you can connect with customers, attract them with your messaging, and keep them informed about deals and offers. A WhatsApp Business template is a perfect way to craft smart texts and responses for common topics of conversation. You can customize the message to fit your context and business needs.

Accountability 52

Accountability APIs Feedback Sales 52

ShepHyken

JANUARY 11, 2019

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback.

Feedback 236

Feedback Surveys Technical Support Personalization 236

Vistio

AUGUST 7, 2023

The truth is, without customers, there is no business. Join us, along with Philip Bennett , as we reveal why focusing on customer experience agents is vital to servicing, not just your customers, but quite literally everyone. [ 3:57 – 4:29 ] What does your customer get when they choose you over your competitor?

outsourcing 52

outsourcing Education Call Center Personalization 52

TechSee

OCTOBER 9, 2018

On her way out, she checks with Alexa whether her shoes have been shipped by Amazon, grabs her ear buds, sets her smart home security system, and rides her electric scooter to her WeWork shared office space, stopping briefly at the local convenience store to pick up her morning coffee. A day in the life of a Millennial. Sounds exhausting?

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. CSAT surveys are critical in determining challenges that your customers are facing so that you may improve the customer experience.

Feedback 238

Feedback Customer Experience Abandon rate Surveys 238

Interactions

SEPTEMBER 8, 2023

Getting stuck in a loop or being misunderstood by an automated customer care system brings out the worst in humanity. If recordings were published, your grandmother would surely blush! Thankfully, customer service tools have advanced in recent years, and AI is accelerating the change. We play nice with others. Guess what?

Customer Service 62

Customer Service Self service Contact Center Banking 62

Momentum Telecom

FEBRUARY 27, 2024

In this blog, we’ll discuss the options for voice-enabling Teams, the benefits of using Teams for voice services, and how you can streamline your business communications with Momentum’s Microsoft Teams solution. Voice-enabling the MS Teams application can transform the way your business communicates.

Wait times 52

Wait times CRM Customer Service Personalization 52

Nicereply

APRIL 8, 2021

Emails are a great way for any business to build and maintain relationships with customers. Looking to give your emails and macros a little bit more depth, personality, and thoughtfulness? In this blog post you will find 25 customer service email templates: Welcome email. Thank you email. Offering a refund.

Customer Service 88

Customer Service Feedback Banking Surveys 88

Quality Contact Solutions

MARCH 29, 2021

They call to let you know that your car warranty is about to expire, and you need to act fast to stay covered. Sarcastically you respond, “Oh, thank goodness you called to tell me you because I haven’t had a warranty for over ten years, CLICK!! ” Then you mumble under your breath, “darn telemarketers!”.

Telemarketing 98

Telemarketing Call Center Coaching Sales 98

Steve DiGioia

MAY 16, 2016

Once again we identify the reasons for failure, reasons why your employees feel isolated and the reasons why you’re not a good leader. Do you even know the birthdays of your employees, or their work anniversary? Brag about your accomplishments. Your employees don’t care about your past accomplishments or plaques on your walls.

Morale 0

Morale Accountability Management Customer Service 0

Toister Performance Solutions

JUNE 9, 2022

Several customer service professionals have recently requested advice on asking their boss for a raise. Unemployment is low, wages are rising, and companies are struggling to fill key customer service roles. Meanwhile, many customer service professionals still feel underpaid. How easy is it for your boss to give you a raise?

Customer Service 62

Customer Service Marketing Personalization 62

Inbenta

JANUARY 13, 2020

Chatbots are known for their benefits on customer experience and relation, here are some examples of how a chatbot can help boost your e-commerce site and create a competitive advantage. E-commerce chatbot: support the customer journey. Chatbots can prove their effectiveness on an e-commerce site in several ways.

Chatbots 109

Chatbots Customer Experience Management Technology 109

delighted

JULY 13, 2022

If so, you’ve experienced customer loyalty. And likely, if something in your customer experience with the brand has gone awry in the past, e.g., your order didn’t ship when they said it would or the item that arrived did not look like the item you ordered, the brand was eager to make it right – and in turn, that earned your loyalty even more.

Customer retention 88

Customer retention Journey mapping Surveys Feedback 88

delighted

MARCH 23, 2021

It takes a lot to earn a customer’s loyalty. And once you bring someone into your company’s ecosystem, the last thing you want to do is lose them. By emphasizing customer retention as a key performance indicator (KPI) for your business, you can ensure your priorities are in the right place. 800/1,000 =.8

Customer retention 116

Customer retention Feedback Surveys Benchmark 116

PeopleMetrics

DECEMBER 12, 2019

On the other hand, an exceptional employee experience leads to employees who pass on their enthusiasm to customers. In fact, customers are more likely to have a positive customer experience if they are served by passionate employees. Affordable staff appreciation and recognition activities are a great way to get there.

Banking 91

Banking Consulting Consulting Feedback 91

SharpenCX

NOVEMBER 17, 2021

Long-term customers are more valuable to your company’s growth than you may think. A study from Harvard Business School found that increasing customer retention rates by even 5% can boost your company’s profits by 25-95%. Your customers do your marketing for you, spreading good words about your product and service.

Customer retention 145

Customer retention Personalization Accountability Customer Experience 145

Teresa Allen

FEBRUARY 11, 2020

What are the factors that make a front-line employee as likeable and does this impact your business success? ​​ Smiling and Friendly ​ ​If there was ever any common sense it would be to hire friendly people to serve customers! . But what gets in the way of that? Several things come to mind.

Customer Service 86

Customer Service Scripts Personalization Chatbots 86

ShepHyken

APRIL 24, 2020

This week we feature an article by Paul Selby, a product marketing director for ServiceNow Customer Service Management. He shares tips and examples of how both companies and customers can adapt during a worldwide crisis, such as the COVID-19 pandemic. customers and? To say we live in interesting times is an understatement.

Customer Service 190

Customer Service Airlines Self service Entertainment 190

ClearAction

JUNE 25, 2023

Lynn Hunsaker Experience Leadership Mastery is a curriculum spanning your C-Suite, Board, executives, experts, experience steering committee, certification candidates, and entire experience management team. Second, 2010s methods are outdated for 2020s trust and value expectations among employees, partners, and customers.

Enterprise 62

Enterprise Management Customer Experience Marketing 62

Spearline

SEPTEMBER 22, 2020

Many customers usually pick up the phone when they have a pressing, emotional issue to resolve. Yet connectivity and audio connection issues sometimes can often make a difficult situation for the customer even worse. It can easily cause customer churn and then further ruin brand reputation. It’s a smarter way of working.

Customer Experience 98

Customer Experience Call Center Technology Management 98

Taylor Reach Group

JUNE 12, 2020

Of the many skills required of me in more than 25 years of running large contact centers, one of the most critical has been the ability to remember employee names. When I left my position as Customer Service Director of a firm in Cheyenne, Wyoming, I received a number of letters of thanks including one, from Deb, that still inspires me.

Employee engagement 134

Employee engagement Consulting Consulting Personalization 134

PeopleMetrics

MAY 13, 2020

Successful corporations must also find ways to ensure positive, productive communication between peers. Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. Listen to your team. Even if they can only see each other on Zoom!

Best practices 116

Best practices Customer centricity Feedback Consulting 116

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Happy customers tell an average of 6.

Marketing 218

Marketing Customer Service Airlines Self service 218

delighted

JUNE 30, 2022

Every brand loves a happy customer, and knowing that you have recent buyers who love your product enough to give you positive feedback is a great feeling. But your happiest customers can do more than provide validation and direction – they can also become significant revenue drivers for your business through a referral program.

Sales 83

Sales Advertising Surveys Marketing 83

Amity

NOVEMBER 23, 2016

SaaS Tattler Issue 97 - How, Why, and When Should You Say "Thank You" To Your Customer? One of the many roles and responsibilities of Customer Success is to build trusting relationships with customers. • Why Gratitude Is Important in Customer Success. Why, exactly, does gratitude matter?

SaaS 67

SaaS Journey mapping Banking Accountability 67

Call Experts

JUNE 23, 2022

Customer retention is a huge deal for your organization, so it’s important you put some effort into building a better customer rapport. This article will explain customer rapport, why it’s essential, and how contact centers can support your customer service efforts. . What Is Customer Rapport?

Scripts 98

Scripts Contact Center Customer retention Personalization 98

Toister Performance Solutions

SEPTEMBER 22, 2022

Customer service is hard. Getting outside is one of the best ways to recharge my brain and restore my ability to focus. Think of it as your overall intent when serving a customer. For example, my vision is "Your Service Culture Guide." The goal is to receive that same feedback from a real customer.

Customer Service 62

Customer Service Advertising CRM Time management 62

JustCall

DECEMBER 1, 2022

Sales referrals are a win-win situation wherein your existing customers enjoy social validation for advocating something that’s great and your business gets free marketing and higher sales. Simply by rewarding users with $25 for every user they invite. But only 29% of customers do, according to a Texas Tech survey.

Sales 52

Sales Scripts Construction Marketing 52

JustCall

AUGUST 12, 2022

A professional voicemail message is vital for improving your client service. This is when your professional virtual response comes in handy for the prioritization of inbound inquiries, particularly during out-of-office hours and when none of your personnel is available to assist. Not many customers choose to leave voicemails.

voip 52

voip Construction contact center solutions Contact Center 52

Help Scout

APRIL 27, 2021

It’s not fancy and the location isn’t great, but they know how to wow a customer. The way that I’m treated when I go there has always left an impression on me. Why wow your customers? Wowing your customers creates deeper loyalty and delight and promotes meaningful usage for years to come. It blew me away.

Consulting 117

Consulting Consulting Upselling Banking 117

Teresa Allen

FEBRUARY 11, 2020

What are the factors that make a front-line employee as likeable and does this impact your business success? ​​ Smiling and Friendly ​ ​If there was ever any common sense it would be to hire friendly people to serve customers! . But what gets in the way of that? Several things come to mind.

Customer Service 62

Customer Service Scripts Personalization Chatbots 62

Interactions

SEPTEMBER 9, 2021

Thankfully banks and financial institutions, as part of their digital strategy, found a better way. In the last decade or so, banks have allowed you to use your smartphone to upload images of your checks and cash them in your account. Quick, secure and from the convenience of your own home. Electronic Check Upload.

Airlines 62

Airlines Banking Journey mapping Accountability 62