Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

NobelBiz

OCTOBER 31, 2023

At its heart, business is a bond between service providers and customers. Understanding this dynamic is crucial, especially when customers are facing their most challenging times. When the pressure rises, here’s how to elevate your customer support to the next level, solidifying trust and cementing loyalty.

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

Call Experts

NOVEMBER 17, 2022

Investing in a holiday customer service plan is essential to growing your business. 52% of consumers say they have made an additional purchase from a company after a positive customer service experience. Keep reading to learn more and to get our 4 tips for a successful holiday customer service strategy.

Customer Service 98

Customer Service outsourcing Sales Contact Center 98

360Connext

SEPTEMBER 21, 2021

It’s easy to think that if we’re neglectful toward our customers, it must be through some negative action. But the most common type of customer neglect we see is simply the lack of attention paid to putting the customer first. They are doing this whether or not you are focused on delivering a great experience. .

Education 190

Education Journey mapping Advertising Customer Experience 190

Totango

FEBRUARY 14, 2022

Chapman’s original research on this topic was intended for use in romantic relationships, it has since been expanded to apply to any type of relationship – including between an organization and its customers. So, in honor of Valentine’s Day, let’s take a look at how you can apply the five love languages to customer success. .

Gamification 84

Gamification Education Enterprise Personalization 84

Beyond Philosophy

DECEMBER 19, 2020

I have a new book called Happy Employees Make Happy Customers. To summarize it, the book is about how Customer Experience exists within an ecosystem, and policies and procedures to manage it are not enough. If you want to have great experiences, you need to look out for your employees.

Consulting 249

Consulting Consulting Management Coaching 249

CSM Magazine

APRIL 16, 2021

CRM stands for Customer Relationship Management. CRM software provides users with access to a range of technologies that track and report metrics related to customer interactions, sales, productivity, and much more. Customer Retention. This means that you can expedite your communications with large groups of customers.

CRM 52

CRM Customer retention Metrics Sales 52

CustomerSuccessBox

MAY 17, 2022

A similar scenario occurs with the customers as well and is no different. So, how do you deal with angry customers? 4 main reasons that make customers angry. What’s promised is not delivered, then this is the apparent reaction you may expect from the customers. Lack of training in handling difficult customers.

Feedback 52

Feedback Customer Support Customer Service Personalization 52

inmoment

JULY 29, 2020

It’s important for brands to spend time acquiring and then retaining new customers , but it’s just as (if not more) important to find ways to expand relationships with the customers that they already have. In fact, relationship surveys remain an invaluable means of acquiring insights-rich data from long-term customers.

Multichannel 52

Multichannel Surveys Customer retention Feedback 52

Expivia

FEBRUARY 25, 2024

From gauging empathy to evaluating call control and refining simple call greetings, we delve deep into the nuances that define exceptional customer interactions. Together, let’s embark on a voyage into the heart of customer service innovation. Let’s start with a more difficult topic, finding and scoring empathy with Ai.

Contact Center 52

Contact Center Technology Feedback Analytics 52

OctopusTech

JULY 10, 2020

Customer experience has always been the lifeline for every business which aims to make customers feel valued and heard. The level of customer service decides whether the customer will feel happy or just have to lower their expectations from your brand. Know your customer.

Customer Service 62

Customer Service outsourcing Morale Feedback 62

Fonolo

OCTOBER 4, 2018

Ford dreamed of an inspired business built upon customer-first principles and propelled by innovation. As history shows us with the Ford legacy, forward-thinking businesses with inspiration as a core part of their mandates yield inspired workforce, higher employee productivity, and increased customer loyalty. What is Customer Loyalty?

industry standards 101

industry standards Interactive Voice Response Service level Customer retention 101

CSM Magazine

FEBRUARY 5, 2021

For many years, companies have operated their customer service as a reactive program. In other words, post-sale customer service was designed to wait for a problem to arise, then react. Today’s companies are shifting to a proactive customer service model. After that, another follows regarding the overall experience.

Customer Service 52

Customer Service call center software Feedback SaaS 52

CSM Magazine

NOVEMBER 29, 2022

When most people think about customer service, the first thing that comes to mind is solving problems. Showing empathy for others is a key customer service skill that is often overlooked. Here are ten ways you can create empathy-centric customer service. You will need to train your team in empathy-centric customer service.

Customer Service 52

Customer Service Personalization Surveys Feedback 52

Win the Customer

JUNE 1, 2016

Today, brands can use social media to strengthen brand awareness, create customer loyalty, and build lasting relationships with customers. Customer loyalty is becoming more and more elusive, especially in our contemporary world. The key to email lists is to provide customers valuable information without coming across as spammy.

Feedback 92

Feedback Sales Marketing Customer Experience 92

Nicereply

SEPTEMBER 25, 2023

. “Mastering NPS emails opens the door to understanding your customers’ experiences.” ” Are you looking to measure customer satisfaction and guide your brand’s success? Embed the Survey in NPS Emails: Enhance User Experience 12. A positive score signifies strong customer loyalty.

Surveys 52

Surveys Feedback Best practices Personalization 52

Vcaretec

JUNE 10, 2022

When we hear about the term ' Customer Support Outsourcing ', the first thing that comes to mind is that it means cutting your employees and outsourcing your work. Customer Support Outsourcing is one of the prominent factors in measuring the success of a business or company. What is Customer Support Outsourcing?

outsourcing 52

outsourcing Customer Support Multi-channel support Call Center 52

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. During this time of economic instability, it’s critical that Customer Success teams protect and provide business continuity to their customers. Our panelists included: Ashley Willhalm, Director of Customer Experience at PipelineDeals.

Morale 72

Morale Education Surveys Accountability 72

Fonolo

APRIL 25, 2019

It’s not often that you get to hear exceptional and positive customer service accounts, so today we bring you five that will shock you – but in the best of ways. With each one of these encounters, one can see how brands can foster and forge loyalty with their customers. Of course, the customer thought nothing much of this exchange.

Customer Service 104

Customer Service Airlines Contact Center Accountability 104

GetFeedback

AUGUST 23, 2018

Positive or negative, when a customer shares feedback with you, it’s a learning opportunity. We put together this quick list of best practices for responding to customer feedback, so you’re always prepared to make the most of it—whether it’s glowing, scatching, or just so-so. Your window of time to engage a customer is slim.

Feedback 68

Feedback Best practices Wait times Consulting 68

aircall

AUGUST 30, 2021

Based on Debbie’s experience—through trial and error, research, and the knowledge of others—below is a list of five suggestions on how to build an inclusive virtual office for your business (with 20 tips on how to put it into practice). . This mimics the experience of walking out of a meeting room and debriefing in person.

Feedback 133

Feedback Management CRM Technology 133

Help Scout

APRIL 27, 2021

It’s not fancy and the location isn’t great, but they know how to wow a customer. Why wow your customers? Wowing your customers creates deeper loyalty and delight and promotes meaningful usage for years to come. That said, they cared enough to go out of their way to make my experience excellent.

Consulting 117

Consulting Consulting Upselling Banking 117

Toister Performance Solutions

OCTOBER 26, 2017

The only caveat was the idea had to be implemented with very little time, money, and resources. Chief Customer Office, SalesLoft. Director of Customer Experience, UL EHS Sustainability. Blog: Customer Centric Support. Director of Customer Experience, FCR. Blog: Customer Service Life.

Schedule adherence 56

Schedule adherence Chief Customer Officer Coaching Contact Center 56

Amity

OCTOBER 16, 2017

Customer Success isn’t an easy job, there’s always a certain amount of negativity that comes with it. Nonetheless, Customer Success has the potential to be one of the most rewarding and fulfilling jobs in the company. As a leader, it’s your responsibility to motivate the team to overachieve for customers.

Morale 61

Morale Feedback Marketing Customer Experience 61

JustCall

MARCH 9, 2023

What makes for inspiring customer service stories? And what leads to poor customer service stories? In this blog, we will look at real-life examples of good customer service stories and bad customer service stories. 5 Best Customer Service Stories 5 Good Customer Service Stories Key Learnings 1.

Omni-channel support 40

Omni-channel support Customer Service Feedback Wait times 40

The Petrova Experience

OCTOBER 25, 2023

Delivering impactful customer experience programming starts with making the business case for customer experience to executive leadership. The main driver for all this work is the C-Suite often believes their organization has a lock on customer experience. Even if their customers do not feel the same way.

Education 52

Education Customer centricity Customer Experience Technology 52

JustCall

MARCH 9, 2023

During the holiday season, customer service takes a toll. Rising customer expectations. Unhappy customers. Not making preparations for the holiday season can have an adverse effect on your customer service team and the brand at large. Tired agents. Fast-moving stock. The pressure is intense.

Customer Service 40

Customer Service Wait times Best practices Management 40

Amity

OCTOBER 16, 2017

Customer Success isn’t an easy job, there’s always a certain amount of negativity that comes with it. Nonetheless, Customer Success has the potential to be one of the most rewarding and fulfilling jobs in the company. As a leader, it’s your responsibility to motivate the team to overachieve for customers.

Morale 52

Morale Feedback Marketing Customer Experience 52

ChurnZero

MARCH 6, 2020

Customer Success Starts Within: 6 Ways to Put Employees First. The Customer Success industry is obsessed with cracking the code on customer experience and loyalty. So, it’s easy to see how a fixation on the customer can overshadow the very people who make that success possible: the employees.

Journey mapping 69

Journey mapping Benchmark Coaching Sales 69

ChurnZero

FEBRUARY 25, 2020

Customer retention and churn prevention starts at the beginning of a customer’s journey with your company in onboarding. This crucial first interaction time between you customer, your product and your team establish the groundwork that can jumpstart success or accelerate failure. . A good customer onboarding process should….

Customer retention 59

Customer retention Scripts Sales SaaS 59

Mindtouch

JUNE 15, 2016

Studies show that a whopping 76% prefer online customer self-service. But what does this mean for companies who are unsure about building a customer self-service experience or, in an economic downswing, feel forced to make cuts in the support and help content departments? Pleasant doesn’t make your customers loyal.

Self service 91

Self service Marketing Customer Experience 91

Nicereply

JULY 28, 2020

Feature requests don’t need to be a sore spot for your customers or your CSAT—you just need to help everyone feel heard. Imagine this scene: a customer reaches out with a feature request. While most customer support people are already pretty good listeners, that doesn’t mean your customers feel like they are being heard.

Feedback 110

Feedback Personalization Customer Support Surveys 110

ChurnZero

FEBRUARY 21, 2020

How to Build Customer Rapport That Doesn’t Bore. My dentist understands that the magic of a memorable customer experience is found in the smallest of details. It’s the feeling of being seen, heard, and valued—which paying customer or not—is what we all seek in our relationships. Lean on your career experience.

Customer retention 52

Customer retention SaaS Coaching Personalization 52

GetFeedback

FEBRUARY 18, 2019

Net Promoter Score (NPS) is a method to assess customer loyalty , and many businesses today consider it to be an important metric. Your choice of action with will influence their customer experience with your brand. To effectively engage customers, you’ll need to go beyond just sending out an NPS survey.

Surveys 79

Surveys Feedback Education Best practices 79

ChurnZero

NOVEMBER 30, 2018

Every SaaS organization needs Customer Support and Customer Success functions. Michael spent the last five years growing the Customer Support and Customer Success functions at HubSpot, and he shared his hard-earned lessons of how they started from a team of one to now a global team of over 250. Webinar Q&A Recap.

Customer Support 49

Customer Support SaaS Best practices Metrics 49

REVE Chat Blog

MAY 28, 2020

A positive first impression is a vital start to forging a strong relationship with potential customers. Welcome messages act as a great strategy to be a part of the customer journey, understand them more, and provide better understanding of taking the next action to use the product successfully. What is a welcome message?

Feedback 90

Feedback Education Personalization Marketing 90

Genroe

DECEMBER 8, 2014

Over to you Amy… Want to build trust with your customers? There are numerous reasons you might want to do this and they are all about acting in the best interests of your customers. However, you need to ensure it is not seen as a gimmick, but it is a genuine, sincere and honest act of you trying to help your customers.

Consulting 85

Consulting Consulting Banking Accountability 85