Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ShepHyken

FEBRUARY 18, 2024

It’s the interactions customers have with employees – all employees. Exploring Customer Loyalty and Retention by Vijay Iyer (Total Retail) Effective customer retention extends beyond product or service quality, emphasizing ongoing customer engagement post-purchase. Here are my top five picks from last week.

Customer Service 151

Customer Service Gamification Customer retention Customer Experience 151

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. As an industry, we’ve overlooked the most important aspect in delivering a positive customer experience (CX) … of making the employee experience (EE) a positive one as well. Key Learnings from Kate Leggett and Steve Nattress. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

Beyond Philosophy

DECEMBER 6, 2019

Customer Experience is not only about acquisition; it’s also about retention. Retention is also crucial because it costs far less to keep a customer than it does to acquire a customer. The Naïve to Natural Model classifies organizations into four orientations, which I called Naive, Transactional, Enlightened, and Natural.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

Beyond Philosophy

OCTOBER 17, 2016

Understanding how memories form is important to fostering customer loyalty and retention. Maybe you waited longer than usual to check out, or maybe you remember when you dropped your carton of blueberries, one of the employees ran to get you a new one. The human memory isn’t as reliable as we would like to think. Don’t believe me?

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

DECEMBER 8, 2014

One of the most important things they learned, however, was that improving Customer Experience starts with improving your Employee Experience and managing the pain of change for them. Three Important Considerations for Employees When Improving Customer Experience. won the award, and I thought I would share with you what they did well.

Employee engagement 355

Employee engagement Customer retention Customer centricity Customer Experience 355

teleopti

DECEMBER 7, 2018

Employee retention has been one of the biggest Contact Centre challenges for a long time, and yet, Contact Centre annual attrition rates rarely fall below 50%. Employee retention has been one of the biggest Contact Centre challenges for a long time, and yet, Contact Centre annual attrition rates rarely fall below 50%.

Gamification 48

Gamification Service level Banking Sales 48

Joe Rawlinson

JANUARY 22, 2024

Here are some top tips for enhancing brand awareness and improving customer retention in your local area. Here are some top tips for enhancing brand awareness and improving customer retention in your local area. Your employees could volunteer to help run the event, or you can sponsor the event if you have the available budget to do so.

Advertising 78

Advertising Customer retention Marketing Personalization 78

Beyond Philosophy

JULY 14, 2015

I wrote a blog a while back about some friends who only called me when they wanted something. 2: Your Customer retention plan includes penalties or fines if they want to end the relationship. That’s terrible from a retention standpoint. It’s true in friendships, marriages, and yes, even business relationships.

Customer centricity 366

Customer centricity Customer retention Marketing Customer Experience 366

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. He also sits on the board of Directors for CSPN. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

JANUARY 24, 2018

By EX, of course, we mean employee experience. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works. It’s time to re-think the assumptions of how both employee satisfaction and engagement impact customer behavior.

Enterprise 250

Enterprise Consulting Consulting Employee engagement 250

Nicereply

NOVEMBER 21, 2022

Discover great customer retention tools and empower customer satisfaction. Considering that the SaaS industry is a competitive one, customer retention is crucial. What is Customer Retention? Customer retention is a company’s ability to keep its customers over a period of time. Top 7 Customer Retention Tools.

Customer retention 98

Customer retention SaaS Upselling Analytics 98

Fonolo

DECEMBER 6, 2022

When it comes to contact center development, what Darnell means is that you must engage. FACT: Authoritative, hands-off, influential, transactional, and employee-centric are five different types of leadership styles that support call center development in different ways. He’s right! You can’t passively improve a call center. .

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Nicereply

NOVEMBER 15, 2022

Just as importantly, customer service leaders will need to focus on keeping their teams engaged to improve employee happiness and retention, while also maintaining a high-quality support experience. . You’ll be creating more loyal customers and employees. Customer service trends of 2023! Josh Magsam. Hilary Dudek.

Customer Service 98

Customer Service Metrics Employee engagement Customer Support 98

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Are Disengaged Employees Really A Concern? Coaching is what makes the culture transferable and sustainable.

Employee engagement 79

Employee engagement Banking Coaching Personalization 79

Nicereply

JUNE 26, 2023

Employee satisfaction, or eSAT, is a measure of how happy employees are in their position. Businesses across industries have recognized employee satisfaction’s pivotal role in their overall success. But how do you figure out how satisfied your employees are? eSAT stands for Employee Satisfaction.

Surveys 52

Surveys Employee engagement Metrics Customer centricity 52

Integrity Solutions

APRIL 28, 2021

What actions can you take to both increase employee engagement and create a customer retention strategy that moves more of your customers from “satisfied” to “loyal”? One of the key tenets of a customer retention strategy is that it relentlessly focuses on value creation. A 5-step roadmap to get you started.

Customer retention 90

Customer retention Employee engagement Customer centricity Metrics 90

Nicereply

JULY 10, 2023

Employee Net Promoter Score: why you should care about it? Employee engagement has become a key metric for high-performing businesses to track since it was introduced over three decades ago. Year after year, statistics have shown a clear link between highly engaged employees and better business outcomes.

Employee engagement 70

Employee engagement Surveys Metrics Feedback 70

Nicereply

APRIL 27, 2022

For example, customers can now reach brands from multiple channels instantly, customers have a huge number of options for their needs, engaging and disengaging with a brand is as simple as a click, and so on. 1 Fosters loyalty in customers and increases user retention. What is customer experience management (CXM)? The Benefits of CXM.

Customer Experience 104

Customer Experience Management Feedback Surveys 104

ProProfs Blog

JANUARY 30, 2020

Well, that’s exactly why you need to focus on engaging with your customers regularly. With consistent engagement, you’ll get to figure out: Customer pain points. Impacts of consistent engagement. And, these, in turn, will help your company create strategies that will strengthen your customer engagement process even further.

B2B 204

B2B Banking Personalization Employee engagement 204

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

Global Response

AUGUST 7, 2023

Culture is one of the most nebulous aspects of any company or team—but creating a positive one can make or break your employee experience, your customer service, and your bottom line. Employee engagement and empowerment. Core values don’t mean much if they’re not backed by action. Work environment. Communication.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

aircall

OCTOBER 6, 2021

Employee engagement is more than just getting things done—it’s identifying with what you do. As a business owner, you need to create an environment where there is meaning behind the tasks your employees do. Additionally, employees who feel connected to their jobs are happier and work harder. Why is this important?

Sales 117

Sales Scripts Best practices Feedback 117

Taylor Reach Group

JANUARY 6, 2023

No, if centers need more, better, and more engaged frontline agents, then they will need to make frontline roles more attractive. Of course, the centers will also need to improve their recruitment processes to engage candidates before they become employees. . By Colin Taylor. There will also be benefits…big benefits.

Contact Center 117

Contact Center Healthcare Consulting Consulting 117

Win the Customer

SEPTEMBER 12, 2023

In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience. Customized Loyalty Programs Loyalty programs have been a staple of customer engagement for decades. This not only boosts customer retention but also fosters a sense of belonging.

Customer Experience 59

Customer Experience Customer centricity Analytics Feedback 59

CSM Magazine

DECEMBER 21, 2022

Employee onboarding is becoming a critical part of every organization. A structured onboarding program leads to higher productivity levels, enhances employee engagement, and, most importantly, helps retain top talent. Effective onboarding allows your employee to start this new career phase with positivity and enthusiasm.

Employee engagement 52

Employee engagement Management 52

Totango

JULY 31, 2020

As virtual teams and remote engagement become the norm for Customer Success teams, staying on top of customer needs and expectations is becoming more challenging. In particular, correctly identifying, engaging, and managing your key stakeholders is critical to driving adoption, minimizing risk, and ensuring long term relationship success.

Best practices 104

Best practices Accountability Enterprise Sales 104

Totango

OCTOBER 2, 2020

By carefully tracking customer data and proactively engaging with your customer through direct communication, you can understand exactly how your customer is being impacted and build a successful digital relationship with them. Every act of providing value is therefore an act of customer retention. Target Audiences with Accuracy.

Customer retention 118

Customer retention Enterprise Best practices Metrics 118

ClearAction

NOVEMBER 11, 2022

Embedding gratitude in your business strategies for customer, employee, and partner experience (CX, EX, PX), and beyond, will benefit your organization on every level, every day. Career: patience, mentor and guide to employees and colleagues, purpose in work, valued and embedded in your work organization, less stress/turnover.

Customer Experience 71

Customer Experience Feedback Customer retention Marketing 71

ProProfs Blog

JULY 20, 2021

” For employers, understanding how satisfied and engaged their employees are at the workplace has become paramount. . In fact, research shows that higher employee satisfaction leads to a 40% increase in employee productivity, which increases customer satisfaction by 18%, and employee turnover drops by 18%.

Surveys 109

Surveys Feedback Employee engagement Best practices 109

Call Design

JANUARY 19, 2021

Because of the job challenges, agent retention is a significant difficulty for contact centres worldwide. When you work on engaging your contact centre agents , you are more likely to see higher customer satisfaction rates. Engaged employees facilitate better customer interactions, allowing you to deliver at every step of the journey.

Coaching 148

Coaching Best practices Consulting Consulting 148

ProProfs Blog

SEPTEMBER 9, 2020

That’s why in this blog post we’ll cover what’s a customer loyalty program and why it is creating a buzz, types of loyalty programs, benefits of adding one to your business, and how to create a well-designed loyalty program for your customers. You can add to your revenues by boosting customer retention via loyalty programs.

Gamification 144

Gamification Customer retention Metrics Sales 144

Vonage

SEPTEMBER 15, 2017

Engage the senior leadership early: Top down leadership is important in articulating a clear customer vision and aligning the whole organisation around it. People take more notice of what leaders do rather than say, so engage leaders in ways that are visible to the organisation.

Customer Experience 106

Customer Experience Morale Government Management 106

aircall

JULY 14, 2021

When your employees are happy, it’s easy to think you’re doing a good job. However, there are many reasons they might not be engaged and satisfied at work. What’s more, low employee engagement levels can harm their overall productivity and impact their ability to meet goals or targets. What Is Employee Engagement?

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

Anexa BPO

DECEMBER 15, 2022

Employee experience refers to the overall feelings and perceptions that an employee has about their job and their organization. Creating a positive employee experience is essential for the growth and success of any business. This is important because hiring and training new employees can be costly and time-consuming.

outsourcing 52

outsourcing Customer centricity Technology Personalization 52

Nicereply

JANUARY 4, 2023

Get ready for 2023! Set up a customer service strategy that works and saves your costs. Due to the unstable economic environment , the world is challenged with today, businesses will be looking toward optimizing their operational costs and reducing expenses in 2023. Why excelling at customer service is critical in 2023.

Customer Service 59

Customer Service Chatbots Self service Surveys 59

ProProfs Blog

SEPTEMBER 20, 2019

Improves Customer Retention Rate. You can increase profits from 25-95 % if you increase customer retention by 5%. But how to create a customer retention strategy that has the power to keep your existing customers engaged and delighted? It weakens the roots of even a great business and well-known brand. .

Customer Service 102

Customer Service Airlines Gamification Customer retention 102