ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. 9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. Check out this post to see if you’re inadvertently sending subliminal negativity to your customers.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Beyond Philosophy

APRIL 18, 2017

On rewarding regular customers with promotions to keep them coming back. On improving the customer’s experience at the time of purchase. On customers who are only starting to consider making a purchase. Customers aren’t as loyal as you think they are. For cosmetics and shoes, almost everyone did.

Sales 311

Sales Consulting Consulting Customer emotions 311

Eptica

MAY 7, 2021

Click here to read the full blog. Reducing incoming call volumes while increasing customer satisfaction. Categorie(s): Best Practice Microsoft Teams unlocks enormous benefits for your contact centre - from improved collaboration and greater efficiency to seamless remote and hybrid working. Click here to read the full blog.

Best practices 95

Best practices Management 95

Beyond Philosophy

APRIL 28, 2022

However, their customers keep complaining. The main point of that podcast was that a critical part of customer strategy and competitive differentiation is to determine how you are different from the pack and communicate that to your customers. Also, customers should recognize that value.

B2B 222

B2B Consulting Consulting Engineering 222

Beyond Philosophy

JANUARY 26, 2023

The idea is to get people thinking about things they had never considered before and help them reframe their experience through the lens of the customer rather than operations. #1 Maersk wanted their customers to feel they could trust Maersk, that the company cared for them, and be pleased with Maersk’s service.

Customer centricity 195

Customer centricity Construction Education Customer Experience 195

Beyond Philosophy

AUGUST 18, 2015

Second, be careful about introducing an anchor when you want to know another person’s opinion. 2 Availability Heuristic: When a person can think of many examples of a category quickly, they believe the overall frequency of that category is large. . #2 Discovering What Customers Don’t Know Themselves.

Personalization 413

Personalization Customer Experience Customer emotions Customer Service 413

Beyond Philosophy

JUNE 15, 2023

Your brand is in a relationship with your customers. To help yours be more beneficial than not, we have five rules about how to build strong brand relationships with your customers. However, this part isn’t relevant to customers. What matters is the brand in your customers’ minds, memories, thoughts, and emotions.

Banking 363

Banking Construction Accountability Advertising 363

Beyond Philosophy

MARCH 23, 2023

We call it Employee Experience because it is alliterative and goes with Customer Experience. The concept that you will be more successful in caring about your employees is not a fad. Of course, there are Employee and Customer Experiences, but there are also vacation experiences, family experiences, sport team experiences, etc.

Management 195

Management Personalization Customer Experience Consulting 195

ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We’ve published +60 posts on a variety of Customer Success related topics like customer churn, product adoption, customer journeys and more. We even got a shout out from HubSpot as a top blog you should be reading in 2018. 10 Punny Customer Success Jokes.

Best practices 49

Best practices Metrics SaaS Sales 49

Beyond Philosophy

DECEMBER 14, 2023

In a meeting with a long-time client, I learned how pleased they were with their repeat business, which they saw as loyal customers coming back for more. I knew these customers would leave my client when the competition had a good enough offer. After all, don’t loyal customers bring you repeat business?

Airlines 222

Airlines Metrics Management Technology 222

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 is a good NPS?

Metrics 98

Metrics Surveys Customer Support Customer Service 98

Aspect

MARCH 30, 2020

Last week I discussed that Business Continuity for both Aspect as well as our customers has taken on a whole new dimension. Let me give you some perspective about both of these categories as well as what I would consider the next key operating category – Leadership Continuity. So – let’s break it down.

Government 153

Government Contact Center Education Consulting 153

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. Company leadership felt like there was almost always an opportunity to solve a problem for a customer and it just required the right amount of creativity. Think about it.

Upselling 83

Upselling Contact Center Engineering Banking 83

Beyond Philosophy

JULY 26, 2018

My colleague Professor Ryan Hamilton of Emory University discussed Reference Points in our recent podcast and how they are fundamental to the idea of customer expectations. Your Customers Have Expectations, Too. The way we evaluate everything is comparing it to something else, including Customer Experiences.

Real estate 332

Real estate Morale Customer Experience Consulting 332

Beyond Philosophy

OCTOBER 25, 2018

Most companies today know that putting the customer at the heart of everything they do is vital. Doing something about it, however, tends to fall into the unknown category. The fact is, improving your Customer Experience means you must also become more customer-centric. The first one was, “We put customers first.”.

Customer centricity 614

Customer centricity Customer Experience Consulting Consulting 614

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Airlines 400

Airlines Wait times Self service Enterprise 400

Nicereply

DECEMBER 28, 2022

The Nicereply team would like to thank you for spending time and attention on our blog. The most popular episode of Support Talks is with Emily Russell , Director of Customer Experience at Olark. Support Talks: Sales as Part of a Customer Experience Team. Customer Experience. Top 9 Customer Service Blogs to Read in 2022.

Customer centricity 52

Customer centricity Education Customer Experience Sales 52

Call Experts

JANUARY 26, 2023

If you’re in the business of providing heating and cooling services, your best tool for success is the customer service agents who answer the phone from your HVAC call center. Keeping those customers happy and returning for more separates you from businesses with lower prices or bigger advertising budgets. from 2022 to 2030.

Call Center 52

Call Center Contact Center Advertising Marketing 52

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? We’re delighted that so many of you subscribe to this blog or visit us every week.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Beyond Philosophy

MAY 28, 2020

His book, Alchemy: The Surprising Power of Ideas That Don’t Make Sense , explores the art and science of making your products and ideas irresistible to customers. Furthermore, when you optimize for the same parameters, you become more like your competitors and edge closer to commoditizing your product and service category.

Metrics 373

Metrics Engineering Consulting Consulting 373

Global Response

OCTOBER 2, 2023

They have a call center and provide quick, efficient service to their customers, but their agents are known for being hasty, serious and unfeeling. The whole process is pretty painless and straightforward, and you feel taken care of—no matter how difficult your situation. But what exactly creates good customer service?

Call Center 62

Call Center Scripts Chatbots outsourcing 62

Maru Group

FEBRUARY 15, 2021

billion dollars, although companies struggled with profitability and retaining customers. We used Maru/HUB ’s proprietary panel and surveying tools to get updated insights on consumers responses to this elusive category. Too many established food brands just don’t care. It needs to show care and nurturing.

Construction 80

Construction Marketing Education Surveys 80

Beyond Philosophy

DECEMBER 19, 2017

The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. How we think influences how we behave, especially as customers.

Customer centricity 383

Customer centricity Consulting Consulting Banking 383

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. Let’s get started. Financial Metrics.

Metrics 61

Metrics SaaS Customer advocacy Marketing 61

Eptica

APRIL 30, 2020

Date: Thursday, April 30, 2020 Author: Pauline Ashenden - Demand Generation Manager Caring for your customers during COVID-19. Essentially, businesses that show that they are supporting their customers - especially the most vulnerable - will be best placed to recover when the pandemic eases. Published on: April 30, 2020.

Self service 74

Self service Best practices Morale Banking 74

Expivia

OCTOBER 9, 2020

We might, however, use your anonymous inquiries on the podcast, blog, or LinkedIn. How do you monitor and care for the emotional well-being of your work-from-home agents? You just supply the answers and categories. You could create a birthday category to keep it personalized to each group. Create an ad.

Call Center 98

Call Center Analytics Morale Personalization 98

JivoChat

DECEMBER 8, 2021

Creating a newsletter is a way to straighten your relationship with leads and customers, keep your brand from being forgotten, and show relevancy by delivering incredible content. Choose the layout that has more to do with your brand’s visual identity, and customize it, for example, adding your company’s logo. . Sendinblue.

Real estate 52

Real estate Accountability Automotive Education 52

Beyond Philosophy

APRIL 2, 2020

We could all learn a lot from how they approach business as usual to facilitate customer-driven growth. What we do want is to know how to facilitate customer-driven growth. The longer people play around with your technology, the more customers feel like it’s theirs—and the more painful it would be for them to give it up.

Customer centricity 399

Customer centricity Customer emotions Consulting Consulting 399

Beyond Philosophy

JANUARY 18, 2017

Alaska Airlines earned top rank for the second year in a row, but as a customer experience consultant, I was just as interested in the airlines at the bottom. American Airlines blamed problems at its hubs and its merger with USAir, and said it has a new training program to improve customer service. Absolutely not.”

Airlines 305

Airlines Consulting Consulting Customer centricity 305

Russel Lolacher

JANUARY 25, 2021

Are you taking the necessary approach to build customer trust? . “It The reason – it’s considered in every aspect of it, that includes the relationship your organization has with its customers. It’s an opportunity to talk with your customers, both proactively and reactively… like a normal relationship.

Government 119

Government Scripts Personalization Feedback 119

AWS Machine Learning

DECEMBER 12, 2022

Amazon Comprehend provides customized features, custom entity recognition , custom classification , and pre-trained APIs such as key phrase extraction, sentiment analysis, entity recognition, and more so you can easily integrate NLP into your applications. Amazon Comprehend Custom Classifier. SageMaker JumpStart.

APIs 73

APIs Accountability Enterprise Metrics 73

Vcaretec

JUNE 6, 2022

When it comes to their food, customers are very particular. For fast-casual or quick-service restaurants (QSRs), managing customer expectations is a task of ultimate importance. And with delivery services, it can be very difficult for the restaurant to even know how well they’re meeting the customer’s expectations.

Customer Service 52

Customer Service Customer Care Scripts outsourcing 52

Nicereply

JUNE 20, 2022

Optimizing the customer journey is one of the best ways to ensure your sales funnel converts well and maintains a high ROI. It also boosts customer satisfaction, increasing customer retention, loyalty, and overall brand affinity. So, how exactly can you optimize the customer journey? Identify the customer touchpoints.

Journey mapping 115

Journey mapping Surveys Advertising Sales 115

JivoChat

MARCH 8, 2022

It enables you to use a pre-made design and customize your web pages from it, usually through a drag-and-drop editor where you can insert text, images, videos, other graphic elements, and resize and position them as you wish. . It also has a space for customer reviews, which helps to give credibility to the brand. . Electronics Store.

SaaS 75

SaaS Engineering Construction Finance 75

ChurnZero

FEBRUARY 1, 2022

Acquiring and keeping new customers is obviously at the core of running any successful business, and one thing about it is certain: for customers to keep using your product, they have to like it. When you pursue product-led growth from a Customer Success angle, you’re even more likely to build up that customer loyalty.

Metrics 98

Metrics Feedback Advertising Customer centricity 98

Anexa BPO

OCTOBER 15, 2021

CX, CX, CX… if you’re an SMB, trying to stay ahead of the exploding post-pandemic commerce curve, you’re hearing about customer experience as the leading factor in consumer acquisition and retention – even ahead of product and well ahead of price. Understand your customers, their jobs, their goals. Let’s take a look.

outsourcing 52

outsourcing Bilingual agents Customer Service Customer Experience 52