Global Response

SEPTEMBER 11, 2023

All three have somewhat of a bad reputation—but one that’s not warranted. In all three cases, a bit of the right preparation can make all the difference between a good experience and a bad one. As a call center provider with 40+ years of experience, we’ve seen plenty across the decades: the good, the bad, and the ugly.

outsourcing 62

outsourcing Call Center Healthcare Service level 62

Interactions

AUGUST 19, 2021

The good news is that summer is the perfect time for catching up on things that you may have run out of time to do during other parts of the year. That’s why we’ve compiled some of our top blogs around key topics in CX in case you missed them. . This not only makes the experience better, but also more productive for customers.

Best practices 62

Best practices Wait times Surveys Contact Center 62

NICE inContact

MAY 8, 2019

Companies hold contact centres accountable for delivering a critical competitive differentiator — superior customer experience. And so do customers: In fact, 73% of consumers say customer service plays an important role in their purchase decisions. What Do Customers Want? It gets ugly.

Advertising 63

Advertising Cloud contact Customer centricity Customer retention 63

Wowdesk Blog

JUNE 15, 2020

Customers are the foundation for every successful business. Considering the importance of customers and addressing their needs efficiently ensures the long-term growth of an organization. . Happy customers turn into loyal customers, and these loyal customers are the ones who recommend your company to their surrounding people.

Customer Support 72

Customer Support Feedback CRM Customer Service 72

GetFeedback

SEPTEMBER 13, 2018

Our best customers are the ones who stay with us. The proof is in the numbers: a 5% increase in customer retention can lead to a 25-95% increase in profits , according to a Harvard Business School study. The bad and the ugly of high churn. Decreasing customer churn leads to more than repeat customers and referrals.

Journey mapping 98

Journey mapping Surveys Banking Sales 98

Teresa Allen

NOVEMBER 28, 2016

You and your employees can learn some very valuable lessons to take back to your business if you notice the GOOD, the BAD, and the UGLY of holiday shopping experiences! These common sense observations will open their eyes to what their own customers like and dislike about their close encounters with YOUR business.

Management 63

Management Customer Service 63

CX Journey

OCTOBER 24, 2018

If you want customers to return to your site, you have to create an amazing customer experience (CX). Everything from the overall design of the pages to customer service to overall functionality plays into CX. If you want to focus on CX and improve your image with your customers, here are 11 key steps.

Customer Experience 94

Customer Experience B2B Customer Service Sales 94

Nicereply

JANUARY 16, 2023

Every customer service team has to deal with angry customers and haters. Dealing with them is harder than talking to happy and satisfied customers, but these interactions can be valuable—for your company, your team, and for you as an individual. Interacting with people is part and parcel of customer service.

Customer Service 59

Customer Service Feedback Airlines Construction 59

GetFeedback

APRIL 15, 2019

Good event marketing is about more than simply hosting a conference or fundraiser. Think of pre-event surveys as your chance to make a good first impression on your attendees and learn how to optimize your upcoming event to be most accommodating. . But they should be. During the event (Mid-event surveys).

Surveys 83

Surveys Transportation Feedback Marketing 83

JustCall

NOVEMBER 27, 2022

People are twice as likely to talk about a negative experience than a positive one, and poor customer experiences cost U.S. Market leaders are changing their listening and response strategies more quickly these days since VoC tools offer significant potential for boosting customer loyalty and sales. What is Voice of the Customer (VoC).

Feedback 52

Feedback Surveys Finance Marketing 52

ConvergeOne

NOVEMBER 9, 2021

My past several blog posts have been talking about the characteristics of a modern communications platform. I had conversations with two different customers that started out exactly the same. I had conversations with two different customers that started out exactly the same. Of course they are.

Best practices 83

Best practices Finance APIs Enterprise 83

Vonage

MARCH 16, 2017

Today’s new buzz words in the world of customer service are “customer engagement” and “ customer centric”. The concepts are very valid and important to create a relationship with the customer. It is all a reminder that we are in business for one reason – to service and sell the customer.

Customer Service 59

Customer Service Customer centricity Airlines Personalization 59

Teresa Allen

NOVEMBER 28, 2016

You and your employees can learn some very valuable lessons to take back to your business if you notice the GOOD, the BAD, and the UGLY of holiday shopping experiences! These common sense observations will open their eyes to what their own customers like and dislike about their close encounters with YOUR business.

Management 48

Management Customer Service 48

Russel Lolacher

SEPTEMBER 30, 2019

” “It’s not about getting gum at the checkout or manipulating your customers into getting a few more dollars from them. The term has long been associated with pitching a service or product at a particular moment when the customer would be more susceptible to say yes. “No, it’s not about sales.

Upselling 45

Upselling Customer centricity Sales Personalization 45

ShepHyken

OCTOBER 28, 2016

This week on our Friends on Friday guest blog post my colleague, Michael Becker, talks about how negative reviews and poor customer service can impact your business. I believe a negative review, like any complaint, is an opportunity to show how good you are. You shouldn’t get caught up in one or two bad reviews.

SaaS 333

SaaS Customer Service Contact Center Customer Experience 333

JivoChat

APRIL 16, 2023

Let’s explore how to develop an effective ecommerce plan that will keep your customers happy and help you increase profits. Ecommerce, or electronic commerce, is the buying and selling of goods and services through an online platform. It includes product selection, payment processing, fulfillment, and customer service.

Analytics 82

Analytics Engineering Advertising Sales 82

ijgolding

MAY 20, 2015

It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences. Regular readers of my blog know by now that I write about the good, the bad and the ugly when it comes to Customer Experience so that others may learn from the experiences that I and people in my networks have.

Enterprise 97

Enterprise Construction Customer centricity Customer Service 97

CX Journey

NOVEMBER 12, 2015

As you’d expect, there was time to play with Legos and to learn how playing can enhance both customer and employee experiences. My reason for attending was to get closer to the customer insight requirements of these key customers for many insight teams. But it works well.

Gamification 63

Gamification Airlines Construction Coaching 63

NICE inContact

DECEMBER 21, 2015

Calibrations ensure fairness for your internal staff, from a strategy perspective, and help deliver a consistent customer experience. This process validates the effectiveness of individuals evaluating agent performance and improving customer service. Choose your calibration type. Include your management. Include your agents.

Calibration 48

Calibration Agent Empowerment Quality management Contact Center 48

ijgolding

DECEMBER 19, 2016

Having been involved in the world of Customer Experience for many years, nothing should really surprise me – I have very much witnessed the good, the bad and the ugly of business behaviour. Two days ago, my wife was asked to participate in a Sky customer feedback survey. Sadly, I am not alone.

Feedback 73

Feedback Engineering Surveys Customer centricity 73

LiveChat

MAY 25, 2016

We usually write about great customer service and advice on what you can do to provide it in your company. Yet we don’t keep off ourselves from posting about angry and irate customers. We already wrote posts about rude customers and different types of difficult customers. And it often got ugly.

Self service 55

Self service Personalization Customer Service Call Center 55

SmartKarrot

AUGUST 27, 2021

You might be wondering what makes a good customer satisfaction score in your industry. Let’s face it – without the scores, how would you even know, how good, bad or ugly are you performing in comparison to your competitors. CSAT stands for customer satisfaction. CSAT Benchmarks.

Benchmark 10

Benchmark industry standards B2B Customer effort 10

CX Accelerator

APRIL 1, 2020

If you find yourself as a survivor of the cull or a newly empowered exec then here’s the brave new world in which we now reside: The Good News: The uphill battle to get the voice of the customer a seat at the table appears to have been settled.for now. Let’s face it, leadership in CX has never been a walk in the park. Accountability.

Metrics 228

Metrics Morale Benchmark Government 228

CX Accelerator

APRIL 1, 2020

If you find yourself as a survivor of the cull or a newly empowered exec then here’s the brave new world in which we now reside: The Good News: The uphill battle to get the voice of the customer a seat at the table appears to have been settled.for now. Let’s face it, leadership in CX has never been a walk in the park. Accountability.

Metrics 182

Metrics Morale Benchmark Government 182

SmartKarrot

SEPTEMBER 24, 2020

NPS cheerleaders and customer experience experts are monitoring improvements, setting benchmarks, and doing whatever it takes to improve NPS customer service. Read on the following blog to unearth 10 such ways to improve the NPS score in no time. For this, you need to dive deep into customer feedback.

SaaS 10

SaaS Feedback Benchmark Advertising 10

JustCall

APRIL 22, 2022

Good customer experience reaps positive word of mouth and is a key factor in whether customers choose to buy from you again or renew. However, customer support can be a game of hits and misses unless you have the right guidance. Customers remember negative experiences more than positive ones . – Sally Gronow.

Customer Service 52

Customer Service Coaching Brand ambassadors Feedback 52

aircall

JUNE 28, 2022

We believe that in these uncertain times, our customers, prospects, and partners deserve transparency. We believe that in these uncertain times, our customers, prospects, and partners deserve transparency. We’ve decided to open our books, YES, you read right: We are making Aircall revenue public! . Aircall’s Startup Journey.

SaaS 147

SaaS Engineering Metrics Telecommunications 147

GetFeedback

JULY 29, 2019

Collecting survey feedback from your customers is easier now than it has ever been before. In this article, we’ll show you how integrating a survey feedback action plan into your processes will help you improve your products and services, and show your customers you genuinely care about their success.

Surveys 60

Surveys Feedback Education CRM 60

Creative Virtual

APRIL 18, 2023

In healthcare it is used in radiology results analysis and robotic assisted surgery, in banking it is the core of fraud detection, and in retail and e-commerce it is the behind personalisation, integral to effective inventory management and powers customer service chatbots. Face-ID to open our mobile phones – AI. Social media – AI.

Government 52

Government Morale Transportation Technology 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. What is Customer Acquisition Cost? What is Customer Acquisition Cost? Customer acquisition cost is the cost to the company for converting a probable prospect into a loyal customer.

SaaS 19

SaaS Metrics Transportation Sales 19

SmartKarrot

MARCH 26, 2021

Here in this blog, we will cover everything you need to know about Annual Contract Value in detail. Or, in simpler terms, it refers to the average annual revenue per customer contract. Say, a customer signs up for a 2-year contract for $20,000, then your Annual Contract Value will be $20,000/2, i.e. $10,000. Table of Contents.

SaaS 10

SaaS Upselling Metrics B2C 10

ChurnZero

JULY 24, 2020

Customer Success as an Agent of Change: Why Trust Matters. Customer Success is often the conduit for change – whether you’re getting a customer to adopt your product, change their existing processes, test an untried strategy, or expand their account. which provides an exploration of how technology is transforming trust.

Surveys 59

Surveys Consulting Consulting Upselling 59