Toister Performance Solutions

DECEMBER 10, 2019

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. You've probably heard customers say the same thing if you've worked during the holiday season.

Advertising 67

Advertising Airlines Morale Self service 67

ProProfs Blog

JANUARY 7, 2020

Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . It only takes one bad experience for the customer to swear off your business forever. . Improved customer service. Fast forward to 2020.

Customer Service 169

Customer Service Customer centricity Brand ambassadors Customer Support 169

ProProfs Blog

MARCH 26, 2020

Is it okay if I put your call on hold? . Yeah. Thanks to live chat, the ‘call on hold’ mode during a support request doesn’t daunt anymore. Thanks to live chat, the ‘call on hold’ mode during a support request doesn’t daunt anymore. The customers prefer and are looking for an immediate response to their questions.

Upselling 134

Upselling Customer Support CRM Management 134

ijgolding

FEBRUARY 26, 2019

Customer experience is important, that much we know. Readers of this blog won’t need persuading of the link between a company’s success and a great customer experience. Happy customers stay longer, buy more, they tell their friends, and your company grows. Customer feedback is broken.

Feedback 85

Feedback Surveys Journey mapping outsourcing 85

Customers That Stick

FEBRUARY 5, 2015

Creating great customer experiences and delivering great customer service almost always boils down to one thing: being able to understand the experience of customers — to walk a mile in their shoes and to build a better shoe or create a better walking path with that knowledge. A Tale of Takeout.

Customer Experience 157

Customer Experience Customer Service 157

JivoChat

OCTOBER 22, 2021

Does your company have a website that helps you conquer more leads and customers? Nowadays, developing a digital presence is no longer a differential, but a necessity, which helps to build credibility and makes it easier for potential customers to know and get in contact with your business. . Does it represent your brand identity well?

Best practices 78

Best practices Construction Engineering B2B 78

ViiBE Blog

MAY 13, 2021

Customers often contact a call center when they are frustrated or experiencing an issue with a product or service. In the background, entire systems run behind the scenes to manage their call and put them in touch with a representative as efficiently as possible. There are different types of call centers.

Call Center 52

Call Center Technology virtual call center Interactive Voice Response 52

aircall

DECEMBER 23, 2016

Some companies consider customer service to be mere damage-control at best, and a cost center at worst. However, providing poor customer service is no longer an option, regardless of the quality and price of your product or service. The perils of poor customer service.

Customer Service 87

Customer Service Wait times Brand ambassadors Customer retention 87

Comm100

NOVEMBER 27, 2017

It turns out that to err is human, but to apologize (at least genuinely) may be less so. It takes a great deal of maturity to put a relationship or another person before our need to be right.”. Still, customers don’t respond to a non-apology the same way they do a sincere one. rawpixel.com. But why is that?

Advertising 116

Advertising Transportation Airlines Personalization 116

Avaya

FEBRUARY 13, 2018

I’ve been through quite a few technology trends in my career, and to say Artificial Intelligence (AI) is one of the hottest may be an understatement. If you have customers that are 55 and under you need a customer experience plan to address digital channel preferences and AI in contact centers now, before it’s too late.

Contact Center 67

Contact Center Journey mapping Interactive Voice Response Self service 67

Tenfold - Contact Center Blog

AUGUST 3, 2018

Top of mind for customers is swift and consistent support–hence the rise of omnichannel customer service. Today’s customers no longer simply rely on calling customer support for assistance. Understand your customer’s most preferred channels. First, understand where your customer are.

Best practices 64

Best practices Customer Service Contact center software Self service 64

Eptica

SEPTEMBER 9, 2016

Date: Friday, September 9, 2016 Can you afford to lose half your customers? Author: Neil Cox Recent research highlighted by customer service guru Shep Hyken demonstrates the importance of delivering an experience that meets the needs of your customers. Published on: September 09, 2016.

Multichannel 49

Multichannel Self service Wait times Technology 49

Comm100

NOVEMBER 10, 2016

Or if you do have a physical storefront to manage, you may be more concerned with hiring staff for your floors than for your online presence. Or if you do have a physical storefront to manage, you may be more concerned with hiring staff for your floors than for your online presence. Do You Need Seasonal Workers? Hire the Right People.

Scripts 56

Scripts Abandon rate Metrics Healthcare 56

REVE Chat Blog

MAY 28, 2020

A positive first impression is a vital start to forging a strong relationship with potential customers. Welcome messages act as a great strategy to be a part of the customer journey, understand them more, and provide better understanding of taking the next action to use the product successfully. What is a welcome message?

Feedback 90

Feedback Education Personalization Marketing 90

CrazyCall

NOVEMBER 14, 2019

Customer empathy plays a critical role. High Customer Empathy leads to stronger financial performance, increased customer satisfaction, and customer loyalty. In the past, empathy was considered an inborn trait that couldn’t be taught. What is Customer Empathy? The Advantages of Customer Empathy.

Interactive Voice Response 50

Interactive Voice Response Personalization Customer Service Customer Experience 50

CallSource Insights

JUNE 12, 2019

Products or services cannot be sold solely on the internet or in brick-and-mortar stores. Potential customers must phone your business and engage with a real person to book an appointment before the sale is finalized. To truly participate in a performance management solution, internal changes must be made and adhered to.

Management 40

Management Coaching Advertising Accountability 40

ProProfs Blog

OCTOBER 13, 2020

When almost 60% of customers believe that waiting on hold for a minute is too long, then imagine how a customer-obsessed CEO, Jeff Bezos, must have felt after waiting for more than four minutes to get on line with its own customer service team? We’ll help you learn everything about FCR in this blog post.

Banking 148

Banking Interactive Voice Response Chatbots Metrics 148

Comm100

NOVEMBER 8, 2017

You want your live chat customer service experience to be top notch, so it’s no wonder you want the best and the brightest for the job. But how do you know who is going to be a good match for your team? Uhhh… I’m looking for it, just a minute…” – Anonymous Customer. Customer service can require a lot of it.

Customer Service 42

Customer Service Average Handle Time Benchmark Personalization 42

Beyond Philosophy

SEPTEMBER 13, 2019

This psychological principle could have a significant influence on how customers behave in your Customer Experience. . An example of an individual heuristic might be how you choose where you eat lunch, e.g., a place that I can walk to from my office. I’ve got a hypothetical question for you.

Banking 326

Banking Consulting Consulting Government 326

ProProfs Blog

DECEMBER 18, 2019

About 52% of consumers are willing to spend more money on quick and effective customer experience. If you are a smart and proactive business owner, you will identify with this data and tweak your strategy to improve customer experience accordingly. Is your current customer service approach more convenient for you or your customers?

Customer Experience 131

Customer Experience Surveys Feedback Personalization 131

Integrity Solutions

SEPTEMBER 2, 2021

The ability to create emotional bonds with your customers is the true x-factor that drives customer loyalty. You have more ways than ever before to engage with customers and enhance our product and service delivery. Here’s something that’s not always so intuitive: Customer loyalty starts with employee loyalty.

Customer centricity 75

Customer centricity Coaching Sales Employee engagement 75

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. That’s where customer retention comes in.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

Toister Performance Solutions

SEPTEMBER 17, 2019

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Your boss tells you to organize customer service training for your team. What is training?

Customer Service 60

Customer Service Advertising Consulting Consulting 60

aircall

FEBRUARY 14, 2017

Many of us spend a great deal of our day simultaneously looking at how to be productive while falling prey to unproductive habits. Shedding bad habits in favor of new, better ones, it easier said than done. Nevertheless, if you’re asking yourself how to be productive in the first place, chances are that motivation is on your side.

Morale 54

Morale Accountability Call Center Surveys 54

Branch Mesenger

MAY 29, 2018

Treat others like you'd want to be treated. Jeanne Bliss, author of "Would You Do That To Your Mother" joined us to explain how these important maternal lessons can help positively shape your customer service and empower frontline employees. Corporations that were mentioned in this webinar include: Pal's Sudden Service.

Chief Customer Officer 67

Chief Customer Officer Personalization Customer Service Call Center 67

Comm100

NOVEMBER 6, 2017

Social media is a modern day holy grail for businesses: should your company achieve a successful social media strategy, the promise is happiness (for you and your customers), abundance (of engagement and incoming cash flow), and longevity (of your corporation… social media is, after all, a major driver of what keeps businesses relevant nowadays).

Customer Service 59

Customer Service Airlines Accountability Marketing 59

Tenfold - Contact Center Blog

JULY 12, 2018

Imagine having to balance operational costs, customer experience, agent retention, and revenue growth–Contact center managers need to be on top of all of these things 100 percent of the time. To pull this off, a contact center manager needs to be analytical while having the ability to come up with out-of-the-box solutions.

Contact Center 66

Contact Center Management Coaching Call Center 66

aircall

MAY 11, 2018

Aircall is the ideal Aircall customer. For this post, I spoke with representatives (tributes) from our customer success, technical support, and sales teams. For this post, I spoke with representatives (tributes) from our customer success, technical support, and sales teams. Patrick — Customer Support. You guessed it.

Technical Support 88

Technical Support Analytics APIs Engineering 88

AskNicely

JANUARY 10, 2019

In 2013, a research study by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator for brands. Three Reasons Customer Experience Must be Top-of-Mind. Even worse, 91% of unhappy customers who are non-complainers simply leave. Five Common Customer Experience Metrics.

Metrics 60

Metrics Customer Experience Surveys Feedback 60

Connecting the Dots

APRIL 21, 2017

This podcast is brought to you by the Center for Services Leadership, a groundbreaking research center in the W.P The Center for Services Leadership provides leading edge research and education in the science of service. Click to play: [link]. Visit our Customer Rage Study page for more information.

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48

Natalie Petouhof

AUGUST 10, 2016

Tweet The emergence of the 1-800 number changed the customer service game fifty years ago. It enabled customers to directly reach out to the companies they support with their hard-earned money. And statistics from Social Baker reflect that the majority of those questions are not being answered on Twitter.

Customer Service 40

Customer Service Advertising Accountability Marketing 40

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. This year, 68% of high performers reported having a role or a team dedicated to customer journey management.

Education 40

Education Metrics Marketing Journey mapping 40

JustCall

JUNE 17, 2021

It's good to face upfront customer complaints rather than having silent complainers who simply leave and drop their complaints on social media platforms. More than 90% of unhappy customers make a silent exit from your business. No matter which industry you're in, you're bound to face customer complaints. Delay in Shipping.

First call resolution 52

First call resolution Wait times Banking Feedback 52

SmartKarrot

OCTOBER 15, 2020

Of the many business metrics that are used in the customer success niche, customer acquisition cost (CAC) accounts to be a crucial one. And if you are planning on expanding your business and manifold your revenue, getting hold of CAC and its nitty-gritty is what you should be knowing. Basic CAC Formula.

SaaS 19

SaaS Metrics Transportation Sales 19

Comm100

MARCH 16, 2018

Imagine this: two sales letters are sent out to the same customer from two different companies. But somehow, one sales letter ends up open on the customer’s desk – the other gets tossed in the garbage bin after a mere skim. Why does the customer consider one and chuck the other? Write the Subject Line or Heading. We know that.

B2C 41

B2C Sales Scripts Personalization 41