Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Fonolo

MAY 16, 2019

Customer service is often not seen as the effective marketing tool that it is. It’s no surprise: on the surface, the two departments and their goals seem distinct from one another: Marketing is all about customer acquisition (or, attracting new customers), while customer service is all about customer retention.

Marketing 124

Marketing Customer Service Advertising Customer retention 124

Interactions

DECEMBER 18, 2019

It’s not often that rapidly forward-moving industries like customer experience and Conversational AI look back on the past (to be honest, there’s really just no time), but If you did, you would find that customer experience was way different 10 years ago. . Here are some examples to put things in perspective: .

Customer Experience 62

Customer Experience Chatbots Contact Center Virtual Agent 62

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space. Think about it.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Lumoa

JANUARY 2, 2022

The Net Promoter Score® (NPS) framework is the most commonly used survey methodologies globally and is upheld as the gold standard for customer experience metrics. Depending on their response, customers fall into one of these three categories used to establish an NPS score. First, respond to customer complaints faster.

Feedback 83

Feedback Surveys Customer centricity Customer retention 83

PeopleMetrics

MAY 12, 2015

Customer experience darling Zappos recently reported 210 of its employees have resigned. Those familiar with online shopping or customer experience know Zappos is not a common company. They’re built on customer service, and they’re a common reference for customer-centric discussion.

Employee engagement 107

Employee engagement Customer centricity Engineering Customer Experience 107

Nicereply

DECEMBER 3, 2019

In late 2008 Malcom Gladwell published his book Outliers: The Story of Success. With these two incredibly different approaches in mind, here’s the challenge this article will answer: How can you become an expert in customer service in just thirty days? Customer service is a broad term. Break it into its components.

Customer Service 74

Customer Service Metrics Customer Support Construction 74