ShepHyken

SEPTEMBER 29, 2023

He writes about how employee engagement and customer experience can enhance business performance. Achieving success in business goes beyond offering quality products and services. The reality is that the connection (or lack thereof) between employee engagement and customer experience can seriously impact business performance.

Employee engagement 338

Employee engagement Morale Customer Experience Feedback 338

ShepHyken

NOVEMBER 25, 2022

This week, we feature an article by Deniz Kuran, Head of Marketing at Idiomatic , an organization that helps companies understand their customers by translating customer feedback into actionable data. She discusses the difference between transactional and relational customer service.

Customer Service 190

Customer Service B2C B2B SaaS 190

TechSee

APRIL 22, 2024

In today’s fast-evolving service landscape, companies are continuously innovating to improve customer experience (CX). For CX enhancements to truly impact your business, they must be readily adopted by both customers and service agents. The last thing these customers want is a bigger headache when trying to solve their problem.

APIs 109

APIs Scripts Technology Best practices 109

ShepHyken

JANUARY 15, 2021

H e shares different strategies to help your business monitor and measure customer satisfaction. Customer experience is crucial for businesses looking to retain existing customers and attract new ones. Measure Customer Satisfaction Using Quantitative Metrics. Measure Customer Satisfaction Using Quantitative Metrics.

Customer Experience 331

Customer Experience Metrics Customer retention Analytics 331

360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. For many successful organizations, it looks like the one we’ll outline below. How did this happen?

Journey mapping 188

Journey mapping Customer Experience Education Feedback 188

ShepHyken

APRIL 24, 2023

Top Takeaways: When an organization makes customers feel special by getting something that appears to be hard to get, they endear customers to the company and make them feel connected to the brand. There are four types of scarcity: Time-related scarcity – when products or services are available for only a set amount of time.

Customer Experience 156

Customer Experience Marketing Customer Service 156

Steve DiGioia

NOVEMBER 8, 2022

RELATED POST: 5 Things Pro Wrestling Teach Us About Customer Service. But you can emulate the superstar’s methods and copy some of his actions and try to replicate the same success. There is much to learn from a superstar coworker, and because of this, you have a front-row seat to success. Who does he learn from?

Customer Service 182

Customer Service Personalization 182

Outsource Consultants

APRIL 18, 2024

Take Customer Satisfaction (CSAT), for instance. It’s more important to you and your customer if you understand the nuance between different metrics and their respective impacts. Inbound Call Center Metrics: Customer Experience Metrics: NPS (Net Promoter Score): Evaluates customer loyalty and their likelihood to recommend your service.

Metrics 67

Metrics Abandon rate Call Center Average Handle Time 67

Integrity Solutions

APRIL 19, 2024

Mastering the human side of selling is key to sales success, but what does phrase that mean exactly? It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us.

Personalization 107

Personalization Sales Scripts Contact Center 107

TeamSupport

APRIL 24, 2024

Enter TeamSupport: a game-changing support ticket system that is revolutionizing the way support agents interact with customers, emphasizing ease of use, personalized support, and operational efficiency. A Revolution in Support Ticket Systems At the heart of any successful business lies a satisfied customer.

Management 52

Management Customer Support Personalization Analytics 52

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Teaming leaders from each of these functions to focus on a respective industry, these “pods” work together to build deep knowledge and vertical expertise.

Sales 89

Sales Enterprise Best practices Metrics 89

NobelBiz

APRIL 9, 2024

Call centers play a crucial role in customer service and sales operations. HIPAA Training: Call centers often handle sensitive health information when interacting with consumers, particularly in healthcare-related industries. It encompasses various aspects, including data protection, consumer rights, and ethical practices.

Call Center 105

Call Center Telemarketing Healthcare Government 105

NobelBiz

APRIL 23, 2024

Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. By meeting debtors where they are, agencies can enhance engagement and improve the likelihood of successful debt resolution.

Customer centricity 52

Customer centricity Contact Center Technology Telemarketing 52

NobelBiz

APRIL 2, 2024

Are customers becoming more and more demanding with time? With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. May offer less flexibility in terms of customization and integration, with pre-defined workflows and limited compatibility with other systems.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

COPC

MARCH 11, 2024

and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. By guiding them through a personalized experience, you can better engage them and set them up for success. To address this issue, COPC Inc.

Call Center 98

Call Center Gamification Coaching Employee engagement 98

ChurnZero

NOVEMBER 11, 2022

Customer Success is gaining ground, influence, and budget within organizations. Based on a detailed survey of more than 1,000 Customer Success leaders, this is the most comprehensive study of the evolving CS landscape to date. Download your full copy of the 2022 Customer Success Leadership Study here.

SaaS 98

SaaS Metrics Best practices Benchmark 98

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! We hope so!

Journey mapping 97

Journey mapping Construction B2B Education 97

Connect

APRIL 18, 2024

In contact centres, the technology holds the potential to turn clunky chatbots into super-agents that deliver exceptional customer experiences 24×7, boost agent productivity, and drive business success by managing frontline engagement, offloading basic tasks from agents to boost contact centre capacity and first contact resolution (FCR) rates.

Virtual Agent 86

Virtual Agent Chatbots Average Handle Time Engineering 86

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

ClientSuccess

SEPTEMBER 7, 2022

In the world of customer reporting, CSMs can bucket customer metrics into a few different categories: Sentiment-based data points help CSMs keep tabs on how customer contacts and accounts feel about a product, service, or even the customer team assisting them in their relationship. What is Average Session Duration.

SaaS 89

SaaS Metrics Analytics Accountability 89

NobelBiz

MARCH 26, 2024

While there’s no one-size-fits-all solution to address all operational and customer-related challenges for businesses, Customer Experience Automation (CXA) has emerged as a compelling strategy for a lot of businesses these days. Table of Contents What Is Customer Experience Automation (CXA)?

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Integrity Solutions

FEBRUARY 1, 2024

While the selling environment has undergone some pretty dramatic changes in recent years, if anything, they’ve only heightened the need for sales professionals who care about, can connect with and actively listen to their customers. Here’s the simple reason why: Customers want to buy from people.

Sales 106

Sales Coaching Scripts B2B 106

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. At the intersection of product, customer, and business insights, CS is uniquely positioned to steer businesses through these changing environments. Most expect to see CS emerging as a growth engine.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

Totango

OCTOBER 18, 2023

Leader” in the Grid® Report for Customer Success Software and “Leader” in Grid® Report for Customer Data Platform are two of our favorites and clearly demonstrate our commitment to driving customer business results. Totango accelerates revenue retention and customer growth Last month at Totango Live! ,

Journey mapping 101

Journey mapping Enterprise Best practices Marketing 101

Kayako

MARCH 21, 2022

No matter how much information companies provide before the sale, most customers will still need help. The customer is king” is an old saying, yet it has never been more relevant than it is now. Unhappy customers can swipe left or click a button, and poof ! Collaboration is Key for Customer Service Success.

Customer Service 117

Customer Service Metrics Surveys Healthcare 117

CSM Magazine

JUNE 19, 2023

In today’s competitive business landscape, exceptional customer service can make all the difference between success and failure. One key aspect of providing first-rate support is ensuring that your customer service team members are approachable and relatable.

Customer Service 52

Customer Service Scripts Personalization Management 52

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? 20 quick insights on Customer Success and SaaS metrics – The audience chat was on fire during this webinar. It depends on your customers.

SaaS 98

SaaS Benchmark Metrics Consulting 98

Eptica

OCTOBER 15, 2021

Author: Trevor Davies, Head of Products, Enghouse Interactive Many businesses are migrating to cloud-based unified communications solutions (such as Microsoft Teams) and want their related software, such as call accounting, to also be available in the cloud. The 4 pillars of a successful customer service strategy.

Accountability 124

Accountability Best practices Engineering Customer Service 124

AWS Machine Learning

MARCH 26, 2024

The next stage is the extraction phase, where you pass the collected invoices and receipts to the Amazon Textract AnalyzeExpense API to extract financially related relationships between text such as vendor name, invoice receipt date, order date, amount due, amount paid, and so on. Now let’s dive into each of the document processing steps.

APIs 88

APIs Construction Analytics Enterprise 88

Hodusoft

APRIL 4, 2024

Enhancing CX with HoduCC Omnichannel CX Suite: An All-In-One Solution for Modern Businesses In today’s competitive business landscape, providing excellent customer experience (CX) is not only a differentiating factor but a necessity. What Are the Most Common CX Related Challenges You Are Facing in Today’s Competitive Businesses Era?

Contact center software 52

Contact center software Analytics Interactive Voice Response Contact Center 52

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? Often, the C-suite thinks that CS is only about customer happiness. However, CS is not about customer happiness, it’s about customer value.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? Often, the C-suite thinks that CS is only about customer happiness. However, CS is not about customer happiness, it’s about customer value.

Upselling 97

Upselling Metrics SaaS Sales 97