Beyond Philosophy

SEPTEMBER 20, 2017

RyanAir, Europe’s largest airline, in my view are the epitome of a poor Customer Experience. Many customers received notice, by text message, of their flight cancellations only hours before they were due to depart. Customers found they will graciously forgo the administration charge but will still charge a change fee!

Airlines 384

Airlines Consulting Consulting Customer Experience 384

ShepHyken

DECEMBER 4, 2017

Each week I read a number of customer service articles from various online resources. Rethinking Federal Customer Experience by Frank Konkel. Nextgov) This eBook looks at how agencies are baking customer experience into their missions. The government admits to delivering poor customer service.

Customer Service 0

Customer Service Government Customer emotions Marketing 0

ProProfs Blog

JANUARY 18, 2022

So if you wish to use rating scales for your research but have no idea where to start, this blog will offer all the help you need. In this blog, we will gain a deep understanding of rating scales — what they are, how you can use them, and explore some of their advantages and disadvantages when creating surveys. holds a certain value.

Surveys 142

Surveys Best practices Feedback Customer Service 142

Nicereply

JANUARY 17, 2024

In today’s hyper-connected world, where customers wield more power than ever before, businesses face an unrelenting challenge: customer complaints. Did you know that, on average, dissatisfied customers will share their negative experiences with 9-15 people ? Why solve customer complaints?

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

Beyond Philosophy

MAY 18, 2023

EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives. Having a high EQ is vital to customer service. EQ Realm #1: Know your emotions.

Management 195

Management Personalization Call Center Customer Experience 195

ProProfs Blog

JUNE 5, 2020

I bet you’ll agree with me on this one: Customers stop doing business with you when they are unhappy. In fact, 68% of customers leave because they believe you don’t care about them. More than that, only 1 in 26 unhappy customers will complain about what they don’t like about your service; the rest will churn.

Customer Service 136

Customer Service Chatbots Customer retention Feedback 136

ProProfs Blog

OCTOBER 30, 2020

Are you happy with our product? These customer survey questions are a great way to check your customer’s happiness with your products and services. . Good customer survey questions capture the real emotions of the customers that reflect the perception of the brand. Where can we improve?

Surveys 158

Surveys Feedback Customer Support Construction 158

Callminer

MAY 11, 2020

Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. lose it and fight with the customer…”.

Management 273

Management Customer Experience Customer Service Coaching 273

Nicereply

JUNE 5, 2023

How can you combine customer satisfaction metrics? In the world of customer support metrics, Customer Satisfaction (CSAT) is king. They identify customers who need extra attention, improve their operations, and increase customer happiness. Customer satisfaction metrics overlap and intersect.

Metrics 98

Metrics Calibration Education Customer Support 98

Callminer

APRIL 30, 2020

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. The most successful companies have solutions in place for monitoring customer interactions and analyzing customer sentiment. Be sure to apologize.

Customer Service 273

Customer Service Scripts Construction Feedback 273

Spearline

MARCH 17, 2022

Every successful company has a call center to engage with its customers, addressing their needs and providing assistance. It is vital to ensure that these customer engagements build a strong customer relationship. Leading businesses are always on the lookout for opportunities to improve the customer experience.

Customer Experience 105

Customer Experience Call Center Feedback Management 105

Nicereply

AUGUST 5, 2021

Moreover, you can see how your customers evaluated the service and how they rated the quality of your support agents (e.g. easy, poor, bad, useful). More exciting features are coming your way in the near future, so make sure to subscribe to our blog to never miss an update. Happy tagging!

Feedback 98

Feedback Surveys Accountability Management 98

Nicereply

OCTOBER 19, 2021

Use these stats as an argument to prove to your executives the power and value of investing in customer service. It’s often more challenging to see the value of customer service costs compared to other business investments. It turns out there’s plenty of stats out there on the value of customer service.

Customer Service 98

Customer Service Customer centricity Surveys Customer Support 98

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

Beyond Philosophy

MAY 18, 2016

But as the New York Times reports , at least one analyst placed the blame squarely on Macy’s failure to deliver a compelling customer experience. “In many locations shops are simply not up to par; they are poorly merchandised, hard to shop, lack any inspiration, and have fairly mediocre customer service.”

Consulting 283

Consulting Consulting Sales Customer Experience 283

Nicereply

APRIL 5, 2022

In 67% of cases, a poor customer experience is the main reason for customer churn. We often deploy powerful tools such as CSAT surveys to measure Customer Experience. It is no surprise at all – CSAT surveys can tell us many things about customers’ thoughts. How can we improve the service you received?

Surveys 98

Surveys Feedback Customer Support Customer Experience 98

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty. Employee life cycle.

Surveys 279

Surveys Enterprise Consulting Consulting 279

Beyond Philosophy

APRIL 13, 2016

Why do organizations put such little value on loyal customers? Why do we not look at the lifetime value of a customer and see the profit they provide? Why do organizations treat existing customers so poorly? We all know it costs less to keep a customer than it does to acquire a new customer. entrepreneur.com.).

Consulting 282

Consulting Consulting Marketing Customer Experience 282

Nicereply

AUGUST 10, 2022

To give the best customer experience, you need to ensure that your writing skills are spot on. As a business, you’re probably well aware that the days where customers call up to communicate with your business is are slowly disappearing. They’ve always aimed to project happiness to their audience. Read Every Word.

Advertising 98

Advertising Banking Customer Service Customer Experience 98

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog. How we reached 100,000 unique views a month on LiveChat blog. It was just great.

Chatbots 59

Chatbots B2B SaaS B2C 59

Nicereply

DECEMBER 20, 2022

“The best way to avoid customer churn is to know your customers.”. In this post, we will look at the topic of customer churn. What is customer churn? Customer churn, also known as customer attrition , occurs when customers stop doing business with a company. Why is reducing customer churn important?

Advertising 52

Advertising SaaS Metrics Surveys 52

Nicereply

AUGUST 28, 2023

Handling customer complaints is always challenging for customer support managers. There is nothing sexy about business owners having to handle customer complaints but resolving complaints is an inevitable part of running a business. That’s exactly what we’re going to unpack in this article.

Complaint resolution 98

Complaint resolution Feedback Customer Service Sales 98

Steve DiGioia

NOVEMBER 11, 2019

Great service is comprised of many parts and each must be present to create the experience every customer desires. Training for the needed service skills is an essential foundational aspect of great service in any industry. Most businesses follow service standards and guidelines that are specific to their industry.

Best practices 231

Best practices Management Customer Service 231

Spearline

MARCH 1, 2022

Your contact numbers support sales orders and customer management. When these numbers are “down” your business is not generating revenue, and may be losing customers. Despite the growing availability of alternative communication methods, the voice channel continues to be the primary contact method for customers.

Interactive Voice Response 111

Interactive Voice Response Telecommunications Call flow Banking 111

Toister Performance Solutions

DECEMBER 10, 2020

Customer service is getting worse. Companies are struggling to avoid service failures and keep their customers happy. But a third report and two top customer experience experts offer a glimmer of hope. But first, let's look at the state of customer service. Is customer service getting worse?

Customer Service 141

Customer Service Surveys Consulting Consulting 141

ProProfs Blog

MAY 21, 2021

As an organization, it is natural for you to expect positive feedback from your customers. We all love this bunch of promoter customers who constantly give us high ratings and make repeated purchases with our brands. These groups of customers are the vocal critics of your brand. This Blog Includes – Who is a Detractor?

Surveys 78

Surveys CRM Feedback Analytics 78

TeleDirect

AUGUST 10, 2022

If your business finds staying connected with customers a challenge, you’re not alone. Connecting with customers can feel tricky, especially on top of running a company. Connected customers are happy ones. Customers who feel heard and seen don’t need to worry about being ripped off or “ghosted” when something goes amiss.

Call Center 62

Call Center Construction Scripts Wait times 62

Aspect

FEBRUARY 27, 2018

You can’t make all people happy all of the time. But even if a large majority of your online customer reviews give a glowing representation of your customer service capabilities, it only takes one bad apple to spoil the bunch. Just how much can one bad review sidetrack a long run of success?

Contact Center 128

Contact Center Contact center software Chatbots contact center solutions 128

Nicereply

DECEMBER 19, 2022

“Customer experience” seems like a simple term, but it’s more nuanced than you might realize. It’s not about customer care —or any single area—but the overall impression your brand makes throughout the customer journey. And no matter how big a company grows, customers are what drives it forward. Greater Retention.

Customer Experience 52

Customer Experience Journey mapping Feedback Engineering 52

Fonolo

MAY 30, 2023

Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. Improved customer satisfaction and increased agent productivity.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

TeleDirect

AUGUST 10, 2022

If your business finds staying connected with customers a challenge, you’re not alone. Connecting with customers can feel tricky, especially on top of running a company. Connected customers are happy ones. Customers who feel heard and seen don’t need to worry about being ripped off or “ghosted” when something goes amiss.

Call Center 62

Call Center Construction Scripts Wait times 62

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Fortunately, customers also like to help themselves. Discover Kayako Self Service.

Self service 110

Self service Accountability Airlines Customer Care 110

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Here are 40 customer retention statistics that reinforce the growing need for customer experience management. American Express ).

Customer retention 156

Customer retention B2B Surveys B2C 156

Nicereply

NOVEMBER 13, 2023

Customer service teams are the superheroes of the business world. The customer service team, of course! They play a crucial role in ensuring customers are satisfied and keep coming back for more. Let’s start by understanding the role better… What is customer service?

Customer Service 59

Customer Service Technical Support Upselling Personalization 59

Nicereply

MAY 11, 2022

Customer success is one of the most important metrics you need to track if you’re running a B2B business. It contributes to the overall customer experience, and high customer success can mean repeat business and more referrals. Your customer’s business success is your success. 1. Reduced customer renewals.

Customer retention 96

Customer retention Customer Support Feedback Metrics 96

Nicereply

SEPTEMBER 2, 2020

Customer satisfaction doesn’t just impact the business’ bottom line, it also impacts team morale and retention rate. To make money, businesses need customers. Ideally, these customers are happy, tell their friends about you, and keep coming back. Customer satisfaction is the difference between surviving and thriving.

Airlines 126

Airlines Morale B2C Feedback 126