Nicereply

MAY 25, 2022

When it happens, the right thing to do is own the mistake and apologize to anyone affected. In fact, a genuine apology is more effective in service recovery than compensation alone. However, if the business said sorry on top of the credit, satisfaction increased to 74%. The more thorough an apology is, the better!

Customer Service 105

Customer Service Accountability Personalization Education 105

Customers That Stick

FEBRUARY 5, 2015

Creating great customer experiences and delivering great customer service almost always boils down to one thing: being able to understand the experience of customers — to walk a mile in their shoes and to build a better shoe or create a better walking path with that knowledge. A Tale of Takeout.

Customer Experience 157

Customer Experience Customer Service 157

ProProfs Blog

DECEMBER 28, 2020

“Your people keep directing me from one person to another.”. “I I haven’t heard a darn thing!”. If you’ve heard such customer concerns lately, then it means they’ve been through a bad customer service experience with your brand. They also help you improve your services and create better customer experience.

First call resolution 141

First call resolution Customer Support Feedback Personalization 141

Nicereply

FEBRUARY 18, 2020

It’s important to have an easy-to-remember framework that you can fall back on when bad customer experiences occur. If you work in customer service, I’m willing to bet that dealing with unhappy customers is not your favorite part of your job. Become an advocate for your customers.

Customer Experience 95

Customer Experience Healthcare Customer centricity Customer retention 95

JustCall

AUGUST 8, 2022

Seeking better features and advanced capabilities, many businesses are now moving from on-premise PBX to VoIP solutions. If you’re looking to make a move as well from the traditional system to VoIP, it’s a good idea to have a complete understanding of the migration process. Definition of VoIP.

voip 52

voip Management Marketing Customer Service 52

Beyond Philosophy

MAY 17, 2016

Edwards Deming said that what everyone in a company does can be reduced to one of two functions: a) to serve the customer or b) serve someone who does. Our sample included a statistically valid cross-section of purchasing agents in both business-to-business and consumer product and service companies. Years ago, quality guru W.

Customer advocacy 186

Customer advocacy Consulting Consulting Sales 186

ProProfs Blog

DECEMBER 6, 2019

Immediately after an Uber ride, you are asked a heartfelt question, “ How was your recent trip with (the driver’s name)? After providing a star rating, you are asked to. Giving feedback at that time can feel like a task sometimes, especially when you are in a hurry to start/end your day. And I’m sure you love that too.

Feedback 124

Feedback Surveys Benchmark Sales 124

Comm100

JUNE 23, 2022

Today’s students have sky-high support expectations, but with a reliance on phone and email, many higher education institutions are failing to meet these needs. In this blog, we’ll look at the top reasons why universities and colleges are choosing Comm100 Live Chat. Security & compliance . Personalization .

Chatbots 78

Chatbots Education Wait times CRM 78

JivoChat

APRIL 16, 2023

All these sites have one thing in common (and it’s not that they start with A and E) - their strategy and international success. But how do you compete (or even work) with the likes of the mentioned ecommerce companies above? How can you make sure your ecommerce venture succeeds? Aliexpress. trillion U.S.

Analytics 82

Analytics Engineering Advertising Sales 82

NICE inContact

JANUARY 30, 2018

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? Make sure that your solution provides the reliability you need, and enables you to flexibly address exceptional situations. True Omnichannel Skills-based Routing.

Contact Center 74

Contact Center contact center solutions Multichannel Self service 74

GetFeedback

DECEMBER 2, 2019

What if the return on your investment is even beyond what you were hoping? Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers. And understanding, leveraging and acting on CSAT scores can absolutely help you get there.

Benchmark 78

Benchmark Journey mapping Metrics Customer centricity 78

CSM Magazine

JUNE 8, 2020

Out of all the things that can decrease the number of sales a business makes, customer churn is the biggest issue many companies struggle with. Reducing churn by just 5% can increase profits by as much as 25-125%. All companies deal with data, and the more customers you have, the more data you need to keep track of.

Sales 52

Sales Big data B2B Metrics 52

Nicereply

JUNE 24, 2021

Customer Effort Score seeks to quantify and highlight these very difficult conversations, so that customer service teams can avoid them in the future. Customer Effort Score is a metric, which customer service teams are using to evaluate how easy customers thought it was to get a resolution to their recent contact.

Customer effort 81

Customer effort Surveys Metrics Feedback 81

Select VoiceCom Blog

MARCH 21, 2023

Are you ready for the next disruption? No one could’ve predicted the impact of the COVID-19 pandemic. But health crises aren’t the only things to watch out for, as the business landscape is changing fast. So, what can you do? What is Business Resilience? It isn’t only about seeing solutions but opportunities, too.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Government Surveys 52

ijgolding

NOVEMBER 9, 2014

If you are a regular reader of my blog, you will be aware that I am regularly referred to stories of both great and not so great Customer Experiences. Until know, I have not felt compelled to write a blog post about the stories I have heard. This changed when I was directed to a story you will shortly read.

Customer Experience 126

Customer Experience Customer centricity Engineering Customer retention 126

Hodusoft

AUGUST 30, 2022

UCcaS, CCaaS, CPaaS - Everything you need to know. In this blog, we will get a detailed insight into all these three cloud-based technologies. Companies, especially the call/contact centers, sales and service teams, and many others are reorganizing and updating their communication strategies to stay competitive. What is UCaaS?

APIs 52

APIs Interactive Voice Response Contact Center voip 52

aircall

MAY 19, 2021

Would-be travelers dashed their hopes of visiting family, escaping to the beach, or going on an adventure to scratch off their bucket list due to border closures and city or country-wide shutdowns. Yet, all things eventually come to an end. As lockdowns cease, the travel industry is working hard to make a comeback all over the world.

Government 62

Government Entertainment Call Center Marketing 62

aircall

DECEMBER 30, 2016

In order to navigate this operation as well as possible, here is a guide to help you get off on the right foot when you build a call center. Some points will apply to some situations more than others, but the advice will be geared towards helping you build a call center of any type. Set a budget. Virtual or onsite?

Call Center 97

Call Center Virtual Agent virtual call center CRM 97

REVE Chat Blog

FEBRUARY 19, 2020

Studies show that increasing levels of psychological abuse inflicted by customers can damage brand performance in the long run by eroding management’s ability to retain valued staff members who can’t handle the stress. To handle rude customers is an unfortunate reality no matter what type of business you operate.

Scripts 70

Scripts Best practices Feedback Metrics 70

ijgolding

FEBRUARY 26, 2019

Readers of this blog won’t need persuading of the link between a company’s success and a great customer experience. Customer feedback holds the promise of telling you exactly what you need to do to retain an existing customer, just as a good sales person will find out exactly what’s needed to close the sale for each new customer.

Feedback 85

Feedback Surveys Journey mapping outsourcing 85

Mindtouch

MAY 8, 2018

It can have a lasting impact on customer loyalty , buying behavior, and future customer interactions. By making sure these customer touchpoints are well designed, we can improve our customer’s overall experiences with our brands. Here are five things most customers want from a customer support experience.

Customer Support 48

Customer Support Wireless Airlines Self service 48

ProProfs Blog

SEPTEMBER 5, 2019

Do you know that the world’s most popular and widely used content management system now powers 34% of all websites on the internet? Well, it is easy to use and business owners don’t require professional skills to set up their website on the popular CMS platform. We have a solution for you! Don’t fret. The answer is, yes.

Customer Service 84

Customer Service Personalization Accountability Customer Support 84

aircall

DECEMBER 30, 2016

In order to navigate this operation as well as possible, here is a guide to help you get off on the right foot when you build a call center. Some points will apply to some situations more than others, but the advice will be geared towards helping you build a call center of any type. Set a budget. Virtual or onsite?

Call Center 88

Call Center Virtual Agent virtual call center CRM 88

Uniphore

OCTOBER 4, 2021

Delivering on and exceeding expectations relies on innovation , deploying technologies like conversational AI and training your agents to become the customer service heroes they’re meant to be. Expert Tips for Delivering Superior Customer Service The answer to the question “What does excellent customer service mean to you?”

Customer Service 40

Customer Service Consulting Consulting Technology 40

inmoment

NOVEMBER 26, 2019

InMoment’s Nate Morley was joined by Savannah Harper, director of operations services at Auntie Anne’s, and Nhuy Weidinger, brand marketing manager for McAlister’s Deli, to host a webinar in partnership with FastCasual.com, “Success Starts with Your Guests: Using Guest Feedback Throughout Your Entire Organization.”

Feedback 40

Feedback Finance Revenue potential Marketing 40

CX Journey

SEPTEMBER 16, 2014

Background image courtesy of Unsplash Which should you focus on: reputation management or customer experience management? With sites like Yelp, TravelAdvisor, Angie''s List, and more (not to mention Twitter, Facebook, blogs, etc.), Sites have even popped up where businesses can review customers ! It''s too late.

Management 65

Management Customer Experience Technical Support Advertising 65

Comm100

NOVEMBER 27, 2017

What is it about the apology that can bring some of the biggest brands and names to their knees, or resurrect brands that seemed as good as gone? What is it about the apology that can bring some of the biggest brands and names to their knees, or resurrect brands that seemed as good as gone? From Papa John’s NFL apology to Louis C.K.’s

Advertising 116

Advertising Transportation Airlines Personalization 116

ijgolding

JANUARY 14, 2019

According to Wikipedia , the term, ‘seven year itch’ can be described as follows: The seven-year itch is a psychological term that suggests that happiness in a relationship declines after around year seven of a marriage. The phrase originated as a name for irritating and contagious skin complaints of a long duration.

Customer Experience 98

Customer Experience Airlines Customer centricity Healthcare 98

JivoChat

APRIL 8, 2021

Then we’ll simplify your decision by analyzing ten of the best customer engagement tools to help you improve your customer relationships and buying experience. With this information, sellers can tailor their brand messaging and marketing materials to appeal to buyers. Why Should You Invest in Customer Engagement Tools?

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

airespring

JANUARY 20, 2016

For all of the technological changes in our lives, the 2015 Global State of Multichannel Customer Service report by Parature found that the vast majority of people—over 80%—still prefer to use mobile or landline phones when communicating with businesses. An additional perk of a cloud based system is that employees can work (and be hired!)

Multichannel 74

Multichannel Telecommunications Accountability Technology 74

Genroe

FEBRUARY 23, 2015

Less than one in seven companies that collect and use customer feedback are running the process effectively. A few weeks ago I asked more than 6,000 subscribers to our regular blog updates to tell me where they wanted the most help. How can I channel that enthusiasm to do something with the numbers? Send it to customers.

Feedback 55

Feedback Benchmark Surveys Consulting 55

Nicereply

SEPTEMBER 6, 2022

A roundup of the best customer service articles from 2022—to help you learn something new, revisit long-standing topics, or simply enjoy. It’s an ever-evolving field, which means it’s critical for support leaders to keep an eye on other companies’ experiences and trends. 2022’s top customer service blogs.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

LiveChat

JUNE 15, 2015

What makes great customer service? Is it about changing bad customer experience into a good one? Or maybe it all comes down to motivating and training customer service representatives? You are a born entrepreneur. How did you start your career? And now you are sharing your knowledge? Oh, absolutely!

Customer centricity 70

Customer centricity Telemarketing Customer Service Personalization 70

CX Journey

JUNE 23, 2016

It appeared on their blog on January 25, 2016. Have you been able to prove the ROI of focusing on the customer experience to your executives? If I spend money on those improvement initiatives, that takes money from some other initiative. It feels like it's a no-brainer, and yet, it can be a challenge.

Customer Experience 43

Customer Experience First call resolution Metrics Call Center 43

ProProfs Blog

JANUARY 17, 2020

Every single company in the world wishes to offer delightful customer service. . But, a lot of companies don’t have a plan in place when things go wrong during the customer service process. Why was he forcefully made to deboard a flight, you ask? What is Customer Service Recovery? Let’s take an example.

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

aircall

OCTOBER 5, 2016

Meaning, the only things an agent needs to get to work are a solid internet connection and, of course, the right virtual call center software. Given their rising popularity, virtual call centers may even be a marked improvement on the existing market. Let us show you why. Call center software: going virtual or keeping it onsite?

virtual call center 48

virtual call center call center software Call Center outsourcing 48

Nicereply

JANUARY 2, 2023

Regardless of the industry you work in , there’s common situations that every customer service agent will run into. Some of these situations can be difficult to find the right words for to get your point across, while still being polite. We’ve added tips and tricks so you can make them your own.

Customer Service 105

Customer Service Engineering Accountability Feedback 105