Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business?

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Nicereply

APRIL 12, 2023

A strong customer service team culture is the direct result of trusting, engaged employees. If you’re a team leader who knows their team has what it takes but is just lacking a little direction, here are a few steps you can take to begin creating a positive, growth-driven customer service team culture. But let me stop you there.

Customer Service 98

Customer Service Feedback Healthcare Education 98

ProProfs Blog

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer support is not rocket science. Customer Support Defined.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. What is customer retention?

Customer retention 125

Customer retention Feedback Surveys Metrics 125

ProProfs Blog

DECEMBER 5, 2019

Do you remember any situation where you switched your telecom service provider just because they were not responsive enough to your support-related queries? Well, it’s a one-word answer: High-Quality Customer Service. If you make customers unhappy in the physical world, they might each tell 6 friends. Image Source.

Customer Service 117

Customer Service Surveys Customer Support Feedback 117

Nicereply

FEBRUARY 16, 2021

By using the principles of CX, you can greatly enhance your student’s experience and leave them raving about your course. In an online learning course, your students are your customers. Using the principles of customer experience (CX) can make your learner’s journey more successful.

Education 59

Education Customer Experience Journey mapping Feedback 59

ProProfs Blog

DECEMBER 21, 2020

What’s that one thing you’d like to change about your business? If it’s to avoid seeing customers leave your business, then you aren’t alone in this. A lot of business owners want to reduce customer churn and retain as many as possible. However, there are a lot of reasons that prompt customers to leave a brand.

Surveys 148

Surveys Benchmark Feedback Sales 148

Select VoiceCom Blog

NOVEMBER 28, 2023

This is why businesses can still use robocalls for customer service efforts. Saves resources and reduces hassle for both callers and recipients Delegating calling customers to an automated system allows managers and employees to become even more productive. But are all robocalls illegal? Not always.

Telemarketing 52

Telemarketing Banking Government Telecommunications 52

CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. It is because as they kept acquiring new customers, they overlooked the existing ones! As a result, customers churned and the firm couldn’t do anything about it. If not, start focusing on customer retention. Incentivize Customer Retention.

SaaS 52

SaaS Customer retention Metrics B2B 52

Nicereply

OCTOBER 29, 2019

Support provides happiness to customers. Every day, customer-facing agents pleasantly answer the phone or begin chats and emails with friendly tidings. They can hurt your customer loyalty, strain interpersonal relationships, and permanently stain your company’s reputation. When You Unleash the Monster.

Feedback 75

Feedback Accountability Management Customer Service 75

ProProfs Blog

NOVEMBER 22, 2021

A perfect blend of funny and serious student survey questions helps in bridging the gap between students’ expectations and reality about a school’s educational practices. Student surveys will enable you to garner insights about the most necessary aspects, such as: How supported do students feel in their coursework? Why Student Surveys?

Surveys 78

Surveys Feedback Education Transportation 78

360Connext

NOVEMBER 16, 2018

We’re all making predictions and tracking trends in customer experience. One thing we predict will not change for a long time is the need to reduce customer effort. Reducing efforts will only begin when organizations understand customer journeys and personas.”. Get your copy here! What will happen in 2019?

Customer effort 56

Customer effort Journey mapping Wait times Customer centricity 56

Nicereply

DECEMBER 15, 2020

As we close the books on 2020 and move into 2021, the one thing that we can know for sure is that customer experience is having a come up. More people are buying online, and more companies are being forced into the digital world with their products and customer service. It’s our time to shine!

Customer retention 89

Customer retention Journey mapping Customer centricity Benchmark 89

GetFeedback

JULY 19, 2019

Customer feedback (aka Voice of the Customer ) is a gift. Your customers are doing you a huge favor by taking time to alert you to a problem when it occurs with your business or to their happiness when that’s the outcome. Your competitors can and will imitate your products. Business is no different.

Feedback 104

Feedback Customer advocacy Surveys Customer Experience 104

Fonolo

MAY 3, 2023

This guide will walk you through everything you need to know in order to understand, measure, and reduce call abandonment in your contact center. The definition of an abandoned call in a call center is a call where the caller hangs up before they speak to a customer support agent. How Does Abandonment Rate Affect Customer Satisfaction?

Abandon rate 75

Abandon rate Contact Center Abandon Call Call Center 75

ProProfs Blog

JANUARY 31, 2020

Walmart ’s customer support was questioned when a customer pointed out a discrepancy in online and in-store product pricing. Walmart wasn’t at fault; however, they didn’t understand the importance of customer experience and the magnitude of loss they risked in this case. Must-have Customer Service Skills List.

Customer Service 78

Customer Service Customer Support Surveys Feedback 78

CX Journey

OCTOBER 19, 2016

It appeared on their blog on March 31, 2016. Are you listening to your customers? In order to transform the customer experience, it's critical that you listen to your customers. Stop the madness! haven't outlined clear objectives for your listening efforts.

Metrics 73

Metrics Feedback Finance Government 73

ProProfs Blog

JULY 3, 2019

Customer expectations are on the rise. Your customer support operators need to know how to chat with customers online to keep them hooked with your brand. In this post, we aim to cover nine amazing online chat tips to help your business reduce 67% of customer churn and increase acquisition.

Customer Support 95

Customer Support Best practices Wait times Personalization 95

JustCall

MARCH 21, 2022

Sales training isn’t just about having the right tools and tricks up your sleeve. It’s about being trained to leverage them right. Preparing a training program for your sales team. On the day of orientation, acquaint your newly- recruited batch of sales representatives with how things work at your company.

Sales 52

Sales Coaching Scripts CRM 52

ProProfs Blog

NOVEMBER 26, 2021

Voice of the Customer (VoC) surveys are used to analyze the gap between customer expectations and reality. VoC programs incorporate various methods, however, the voice of the customer survey remains the key part among all methods. . This way, VoC programs help you develop better products and keep customers happy for a long time.

Surveys 78

Surveys Feedback Personalization Marketing 78

CX Journey

OCTOBER 20, 2015

It appeared on their blog on April 23, 2015. There's a lot of talk about how much effort a customer is required to put forth in order to complete some task with an organization, whether it's to buy a product, to get an issue resolved, or to do something else. What about employee effort? I started wondering.

Customer Experience 75

Customer Experience Scripts Customer effort Journey mapping 75

Expivia

OCTOBER 4, 2021

If your business has customers, they need a way to contact you. However, finding and training staff to handle your customer service isn’t the easiest (or cheapest) task. . Contact center outsourcing can take the weight of customer management off your shoulders. What Is Contact Center Outsourcing?

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

Amity

DECEMBER 9, 2016

Ever log on to your computer in the morning and immediately get that sense that you’re drowning? The sheer abundance of information we’re exposed to online can overload even the fastest and most voracious readers—some of which include your prospective customers. Pay attention in pre-sales calls.

Marketing 109

Marketing SaaS Sales Surveys 109

Vistio

JUNE 10, 2022

Do I have your permission to record this call for quality assurance? . To start out with today, Steve, can you give our readers and our listeners some insight into your background, where you started, and how you got to where you are today? . I had an interesting start. We can talk about that more later.

Consulting 52

Consulting Consulting Best practices outsourcing 52

ProProfs Blog

MAY 1, 2020

Did you know that 56% of people around the globe believe that companies need to take action on feedback provided by their customers? Well, customer feedback is exactly what’s going to help your business improve its customer service process efficiently. Helps operators to learn at their own pace. Learn anytime, anywhere.

Customer Service 128

Customer Service Customer Support Education Feedback 128

NobelBiz

OCTOBER 26, 2020

Cultivating your interpersonal and communicational skills as an art form should not exclude the statistical information that can contribute to your overall performance. Cultivating your interpersonal and communicational skills as an art form should not exclude the statistical information that can contribute to your overall performance.

Sales 52

Sales CRM Contact Center Personalization 52

CrazyCall

OCTOBER 2, 2019

Of course, your grandma was relating to diseases and the fact that it’s much better to eat healthily and not get sick than get sick and then cure the disease with drugs. Believe it or not, but the same rule applies to customer service. And to rephrase your grandma’s wisdom, it would be: Why be reactive when you can be proactive?

Customer Service 79

Customer Service Surveys Best practices Feedback 79

ProProfs Blog

FEBRUARY 13, 2020

“What can help me get committed and loyal customers?”. But trust me, factors like: Product quality, Awesome support, Marketing reach, Efforts to engage customers, . Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of.

Customer retention 164

Customer retention Sales B2B Marketing 164

JustCall

MARCH 13, 2020

I have framed a week-wise sales training program timeline, that you can adopt for training your team of sales representatives. I have framed a week-wise sales training program timeline, that you can adopt for training your team of sales representatives. From day one itself, you must support and guide your sales reps.

Sales 72

Sales Scripts Coaching CRM 72

Comm100

NOVEMBER 5, 2020

Access to information is key to the success of any customer service team, whatever channel you use. For your company to thrive, your departments and the teams that comprise them must be on the same page at all times. Use this blog post to learn how to create an internal knowledge base in just four easy steps.

Metrics 52

Metrics Customer Service Scripts Surveys 52

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

Kayako

JANUARY 21, 2016

How often does your support team respond to the same questions with the same response? Do still you see a repeat of the same enquiries no matter how well you’ve optimized your FAQ page to help your customers find the information they need on their own? Here’s when you should be measuring first contact resolution (FCR).

Metrics 50

Metrics Customer Support Customer effort Feedback 50

REVE Chat Blog

FEBRUARY 19, 2020

How to deal with rude customers? The receiving end of a tirade is not a happy place to be, especially when the situation isn’t your fault. It is also challenging to handle customers effectively who are upset due to bad experience with your business. But the question is why are customers so rude? .

Scripts 70

Scripts Best practices Feedback Metrics 70

JustCall

APRIL 3, 2023

Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? Naturally, businesses will want to rely on customer loyalty for sustainable growth and profitability. This is where customer success comes in. In this blog, we’ll learn how.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Genroe

MARCH 23, 2015

They worry about company reputation as they grow increasingly disconnected from the day to day interactions with customers. They worry about company reputation as they grow increasingly disconnected from the day to day interactions with customers. Just ask Alfred Nobel about the invention of Dynamite.

Surveys 90

Surveys Metrics Customer effort Sales 90

aircall

DECEMBER 21, 2016

Why are solid customer satisfaction skills conducive to success? When asked why they feel they would make a good customer service representative, aspiring hires can find themselves at a loss for an answer. Nevertheless, there are certain crucial customer satisfaction skills which every hire must demonstrate.

Scripts 84

Scripts Call Center CRM call center software 84

CrazyCall

APRIL 16, 2019

Close your eyes, lightly fall asleep and recall this exact dream…. Your business relies on calling, maybe you have a call center, do you? Your agents provide excellent customer service, thus your customers are happy to be your customers. What is Call Center Quality Assurance all about.

Best practices 70

Best practices Call Center Scripts Metrics 70