Spearline
OCTOBER 7, 2020
So what happens when your customers experience extreme delays increasing the conversational challenge? The time delay from when you speak to when the other person hears your voice is latency. You want to make sure the quality of the call is high and is valuable in giving the customer the best experience possible.
delighted
APRIL 19, 2019
Do you know why some customers tend to stay while others go? Relationship and transactional surveys measure your customer experience, whether that’s through Net Promoter Score (NPS), Customer Effort Score (CES), or Customer Satisfaction (CSAT) metrics, so that you can better understand the “why” behind customer engagement and loyalty.
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Genroe
JANUARY 21, 2015
Net Promoter was launched in 2003 and since then many, many organisations have used the methodology to drive change in their business. Note that these tips pretty much apply to any Voice of the Customer or Customer feedback (but not market research) process. Personalize the service (Bill Quiseng). Automate your process.
Taylor Reach Group
JUNE 20, 2017
The exception maybe the situation Colin shared (above), where chat just made more sense than voice ever did for that client and their customer’s. There are some great chats where agents do a fantastic job of creating a personal conversation with soft skill words etc., but still, with voice infliction and tone, voice is hard to replace.
Taylor Reach Group
JUNE 13, 2017
We shouldn’t try to mimic behaviors of live reps, but instead, mimic behaviors of a digital experience – where you’re looking for facts and specifics – very little emotion in the interactions between you and another person. Ranked #5 in Customer Service Globally with 27 awards for operational excellence. John Cockerill – President.
delighted
APRIL 19, 2019
Do you know why some customers tend to stay while others go? Relationship and transactional surveys measure your customer experience, whether that’s through Net Promoter Score (NPS), Customer Effort Score (CES), or Customer Satisfaction (CSAT) metrics, so that you can better understand the “why” behind customer engagement and loyalty.
BlueOcean
FEBRUARY 7, 2019
What one metric best reflects the state of your customer experience? Consider that today’s consumers are loyal to the brands that personalize the experience, are instantly responsive to their needs, and are authentic in the way they deliver service. The more loyal those customers are, the more they buy. But where do we start?
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