ShepHyken

JULY 28, 2023

She shares what social proof is and how it nurtures credibility, builds trust, and increases profitability. Social proof is a psychological phenomenon marketing teams can use to nurture brand credibility and trust. And how can it boost customer trust in your brand? Selecting between products can often be confusing.

voip 156

voip Marketing SaaS Personalization 156

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

Accountability 243

Accountability Customer Support Surveys Personalization 243

Beyond Philosophy

MAY 28, 2020

It seems logical to do what everyone else is doing successfully when you get into business. It makes no sense at all to do it differently, does it? It won’t be good for your career, your team, or your bottom line. So why is it that doing something different does create such success for specific brands?

Metrics 371

Metrics Engineering Consulting Consulting 371

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? So, how can this be? Guess what?

Technology 221

Technology Marketing Self service Customer Experience 221

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? They unanimously agreed that 2024 is the year of the ICP (Ideal Customer Profile). The cohesion between these teams can significantly drive customer value and results, which impacts retention, expansion, and, ultimately, predictable growth.

Sales 106

Sales Outbound sales Revenue potential Accountability 106

CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. okay… so what do you actually do ?”. “Oh,

Customer centricity 208

Customer centricity Education Government Personalization 208

Callminer

APRIL 21, 2020

Call center leadership activities are valuable strategies for maintaining a positive attitude among call center agents and making agents feel supported in the workplace. Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance.

Call Center 182

Call Center Management Scripts Coaching 182

CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. okay… so what do you actually do ?”. “Oh,

Customer centricity 182

Customer centricity Education Government Personalization 182

ChurnZero

MAY 6, 2022

Suffice to say, he knows a thing or two about how to take an idea and turn it into a successful business. He also discusses how the market’s perception of net revenue retention has shifted over the last decade and what companies can do to increase this red-hot metric. That’s easier to do in B2C.

B2B 98

B2B B2C SaaS Metrics 98

Nicereply

APRIL 12, 2023

A strong customer service team culture is the direct result of trusting, engaged employees. Team culture has become a bit of a buzzphrase over the past few years, but for good reason. People spend a lot of time at work and walking into a nightmare environment with a team you don’t really jive with can take its toll.

Customer Service 98

Customer Service Feedback Healthcare Education 98

Fonolo

SEPTEMBER 14, 2023

In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover. In this blog, we’ll discuss how to create goals that will take your call center to the next level.

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

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…”. Becky Beach.

Management 273

Management Customer Experience Customer Service Coaching 273

ChurnZero

NOVEMBER 4, 2022

With sweeping layoffs, forecast misses, and budget cuts in the news, there’s one question running through the mind of every Customer Success leader right now: What can I do to prepare my department for the impacts of the economic downturn? Difficult conversations lead to deeper customer connections.

SaaS 98

SaaS Customer centricity Finance Best practices 98

CSM Magazine

DECEMBER 19, 2023

Digital Nomad HQ offers full-suite digital marketing services for small businesses. Their creative team of professionals can help you with successful business expansion. Meanwhile, you can also follow these 10 tips to expand your small business. It helps you know your current customers and find new ones.

Advertising 52

Advertising Analytics Marketing Big data 52

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. Whilst the transactional business is more interested in repeat purchases and their frequency, the subscription business is mostly interested in how long customers remain loyal.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Nicereply

NOVEMBER 16, 2023

The skill of openness and support is crucial for team leaders who want to cultivate a similar culture among their employees and customers. They are not just about getting answers, but about understanding perspectives, making them a valuable tool in the workplace, schools, and beyond. ”, “How?”,

Feedback 59

Feedback Surveys Benchmark Customer centricity 59

Fonolo

OCTOBER 26, 2023

Companies place a great deal of importance on meeting customer expectations. According to Forrester, nearly 95% of leaders say that providing a good customer experience is a top strategic priority, and 75% want to use customer experience as a competitive advantage. What do customers want?

Advertising 81

Advertising Feedback Call Center Wait times 81

Hodusoft

APRIL 6, 2022

Top 5 Customer Experience Trends to Consider in 2022. In recent years, businesses have realized the impact that customer experience has on the growth of their businesses. To make sure that their companies stick out in the market, they do everything to ensure that their customer experience is optimal.

Customer Experience 105

Customer Experience call center software Contact Center Call Center 105

Lumoa

MARCH 12, 2023

How important is customer experience, really? Ask most business leaders and they’ll tell you customer experience (CX) is essential. Everyone and their mother knows that keeping your customers happy and investing in the relationship they have with your business will help you grow.

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83

Customer Service Life

APRIL 14, 2021

I periodically have a variety of updates and resources that I’ve contributed to that I want to share on this blog. Unwritten Rules of Customer Service. On March 16, I joined the Engati podcast to talk about all things customer service and customer experience. Advice for New Customer Service Leaders.

Contact Center 83

Contact Center B2B Customer Service Customer Experience 83

CallSource Insights

NOVEMBER 29, 2022

Your business reputation is what will build trust and loyalty among customers, and it’s also one of the first things that potential customers will take into consideration when deciding whether or not to do business with you. You can also check out our reputation management tools for businesses here.

Benchmark 97

Benchmark Automotive Feedback Sales 97

Toister Performance Solutions

DECEMBER 2, 2021

That stitching looks soooo good." Their enthusiasm made it far easier to connect with customers and assist them. Sally can attest to that. You might not work for an iconic brand like Dr. Martens , but you can still turn your employees into brand evangelists. An employee brand evangelist can work in any role.

Customer advocacy 124

Customer advocacy Finance Customer centricity Sales 124

Nicereply

MAY 24, 2023

Customer Success Platforms are here to make your (work)life easier. Firstly, you need to know how to use them. You have many customers, across many segments , using your tool for many use cases. How do you manage that complexity to make sure they all are successful with your products?

Calibration 52

Calibration SaaS Benchmark Education 52

ChurnZero

FEBRUARY 8, 2022

The amount of change that the average employee can absorb without becoming fatigued is half of what it was last year,” says Jessica Knight , Vice President of Gartner. . “The Even if that additional upfront work makes us happier or more successful in the end, we would rather not make ourselves vulnerable to the unknowns of change.

Management 98

Management SaaS Feedback Personalization 98

Nicereply

APRIL 21, 2022

The rise in video use by so many brands has demonstrated the tremendous value that this type of marketing can bring to a company. One area of video marketing that is especially helpful to customers is customer service videos. Once a customer buys a product, there is always a chance to identify an issue.

Customer Service 98

Customer Service Scripts Consulting Consulting 98

Global Response

JUNE 13, 2023

If you’ve ever had an outsourcing partnership go “off the rails”—or you’re afraid of that happening—then you might be wondering how to maintain more control when outsourcing. So how can you maintain control over your service and customer experiences when outsourcing to a call center?

outsourcing 62

outsourcing Call Center Metrics Service level 62

Toister Performance Solutions

FEBRUARY 27, 2020

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. Even the smallest changes can make a difference. Service leaders often call, text, or email me for advice.

Advertising 90

Advertising Consulting Consulting Feedback 90

ClearAction

NOVEMBER 11, 2022

Gratitude Grows Gains from Customer Experience Strategies Lynn Hunsaker. In this holiday season, we’re reminded to ponder the good, express and celebrate thankfulness, and give gifts to convey appreciation for our relationships. It encourages balance of energy and investment in proactively retaining and acquiring customers.

Customer Experience 71

Customer Experience Feedback Customer retention Marketing 71

Nicereply

APRIL 26, 2023

Unlock your support team’s potential and deliver exceptional customer service with these 8 expert tips for ticket management. Replying to your customers in a friendly and helpful way— while solving their problems —is the most direct way to provide that great experience. And it works. Maintain a good overview 7.

Management 52

Management Chatbots Customer Support Customer Service 52

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. With actionable feedback, organizations can make informed decisions. And the easiest way to get customer feedback is by using customer satisfaction surveys.

Surveys 98

Surveys Feedback Customer Support Wireless 98

Toister Performance Solutions

AUGUST 20, 2020

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 and affiliated sites. We've all experienced an outrageous customer. Others make a mistake and then blame you for the problem.

Advertising 83

Advertising Personalization Contact Center Customer Service 83

ProProfs Blog

DECEMBER 12, 2019

Every business aims to be customer-centric now. Only a company that makes its customers’ prime focus can stand out from the crowd and gain recognition. So, if I were to ask you, which brand do you remember that you’d recommend to your friends? Customer support? Customer Service Quotes.

Customer Experience 120

Customer Experience Customer Service Advertising Customer retention 120

Russel Lolacher

JUNE 19, 2022

In this episode of Relationships at Work, Russel chats with management consultant, executive coach and speaker Liz Kislik on the importance of compassion in the workplace. Workplace Wisdom Blog. Free ebook : How to Resolve Interpersonal Conflicts in the Workplace. How to be more compassionate. Russel Lolacher.

Coaching 98

Coaching Personalization Consulting Consulting 98

Creative Virtual

OCTOBER 6, 2022

Good day – Guten tag – Buenos días – Bonne journée – Goededag – Buona giornata – There are more than 7,000 known languages spoken in the world today. Back in 2014, the International Customer Management Institute (ICMI) published a report titled The Growing Need for Multilanguage Customer Support.

Virtual Agent 64

Virtual Agent Customer Service Engineering Self service 64

ChurnZero

DECEMBER 16, 2022

As a CSM, do you have to chase customers into doing the bare minimum required to see product gains, whether it’s responding to an email, showing up to a meeting, or finishing a task? Your first instinct might be to blame sales for a bad-fit customer…but the account matches your ideal customer profile (ICP) to a T.

Metrics 98

Metrics Journey mapping Sales Accountability 98

Global Response

MARCH 27, 2023

Customer service matters—a lot. Besides being good for your bottom line (more on that below), 81% of marketers say their companies compete “mostly or completely on the basis of CX.” However, that’s often easier said than done. For example, as customer service improves, customers tend to have better experiences.

Customer Service 62

Customer Service outsourcing Self service Multi-channel support 62

Global Response

AUGUST 7, 2023

Agent empowerment is key for increasing retention and job satisfaction, but it also plays a large role in effective customer service and customer satisfaction. So, how do you create empowered call center agents who can deliver great service day-in and day-out? We’ll show you how in this article.

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62