ShepHyken

MAY 24, 2019

This week we feature an article by Gaetano DiNardi who discusses how many customer service surveys are not giving you proper data and suggests how to improve them. And when you are asked to stay on the phone to provide answers to a brief survey after a customer interaction, do you ever do it? Customer Effort Score (CES).

Surveys 260

Surveys Customer Service B2B SaaS 260

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be…. Element #1: Fast. Element #3: Clear.

Customer Support 168

Customer Support Customer effort Self service Metrics 168

Tethr

DECEMBER 29, 2020

Here are our top ten blogs of 2020: 10. Make QA Matter: Introducing Tethr’s Agent Impact Score (AIS). This year, we introduced the Agent Impact Score (AIS), a new way to measure the criteria that will make a difference to your company’s performance. Power and Tethr collaborate to fuel customer experience insights.

Analytics 72

Analytics Call Center Enterprise Sales 72

Beyond Philosophy

AUGUST 13, 2020

When I go into an organization, and they say their goal is to delight customers at every moment of contact. Honestly, it sounds exhausting, for both the team and your customers. There is a significant connection between successful Customer Experiences and the amount of effort they require from customers.

Customer effort 457

Customer effort Government Consulting Consulting 457

ShepHyken

JULY 6, 2018

This week we feature an article by Natasha Postolovski who shares the idea of using sales contests to help motivate a higher level of customer experience at your organization. – Shep Hyken. Customer experience is the most important factor in the success of a retail business. Sales revenue. Promotions. High-margin products.

Sales 179

Sales Customer Experience Upselling Management 179

Beyond Philosophy

JANUARY 4, 2024

The result was a lot of wasted time, energy, and resources (read: $$$$) in siloed efforts to capture the potential of the Web—that no one understood yet. From a business perspective, the same concept applies to Customer Experiences. You can’t flip a switch and get the organization to be customer-centric. NICE Systems, Inc.,

Customer centricity 243

Customer centricity Morale Finance Education 243

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? Guess what? So, how can this be?

Technology 221

Technology Marketing Self service Customer Experience 221

Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. What is a customer experience (CX) program? of the changes you propose.

Customer Experience 86

Customer Experience Journey mapping Surveys Feedback 86

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. They focused their attention on the customer-facing teams at first. This strategy is ideal for getting an improvement program off the ground. After all, no one can address everything at once. NICE Systems, Inc.,

Finance 195

Finance Customer centricity Accountability Technical Support 195

ShepHyken

MARCH 30, 2018

This week we feature an article by Julien Rio whos writes about the most common KPIs and how to understand them, select the right ones and how to improve them. – Shep Hyken. Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different.

Customer Experience 213

Customer Experience Average Handle Time Customer Care Customer centricity 213

ShepHyken

MARCH 23, 2018

They had greater employee engagement and more loyal customers. The key: That passion and purpose must be communicated and conveyed effectively from senior leadership throughout management and all employees, so that they are more compelled to consistently deliver a superior product, service, and customer experience.

Airlines 204

Airlines Morale Benchmark Marketing 204

Beyond Philosophy

FEBRUARY 10, 2022

I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. This connection is essential to understand to create a winning customer strategy. . The same is true for customer data.

Customer Experience 416

Customer Experience Consulting Consulting Metrics 416

Beyond Philosophy

DECEMBER 8, 2022

People tend to be less sensitive to improvement the more things improve. 9Diminishing sensitivity is why what exceeded customers’ expectations and delighted them in your experience on its introduction becomes what customers expect and appreciate—but don’t celebrate—upon return. People are blown away by the improvement.

Consulting 195

Consulting Consulting Metrics Personalization 195

ShepHyken

AUGUST 4, 2016

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, write about the importance of using customer data properly and aligning it with the internal culture of an organization. It appeals to the logical, pattern-oriented left brain, involved in making decisions that shape the customer experience.

Analytics 202

Analytics Employee engagement Morale Surveys 202

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. The Speaker was New York Times Best-Selling Author Fred Reichheld , inventor of the Net Promoter Score ® (NPS). We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers.

Airlines 273

Airlines Metrics Accountability SaaS 273

Beyond Philosophy

JANUARY 20, 2022

Over the last 20 years, Customer Experience has been a concept embraced by businesses. . However, despite this emphasis on providing excellent experiences, customer satisfaction levels have not improved. As you can see, this was pre-pandemic and a time that I think of as the height of the Customer Experience movement.

Customer Experience 195

Customer Experience CRM Customer centricity Self service 195

Nicereply

SEPTEMBER 4, 2023

Find out what is a good Net Promoter Score & get out the most of your surveys! It can be really hard to discern how your customers truly feel about your company, product, or service. This gray area i s a pain point for all businesses and leaves them without a clear path to improving offerings and meeting customers’ needs.

Benchmark 105

Benchmark Surveys Employee engagement Metrics 105

CX Accelerator

JULY 22, 2019

The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service? What are their feelings regarding the company?

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

Beyond Philosophy

JANUARY 2, 2019

I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening. The Seven Reasons Customer Experience is Dying.

Customer Experience 390

Customer Experience Consulting Consulting Education 390

Beyond Philosophy

DECEMBER 26, 2014

Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you. Prediction #1: Net Promoter Score (NPS) Will Continue to Falter. What I and others like about NPS is the simplicity.

Customer Service 418

Customer Service Customer Experience 418

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Enterprise 103

Enterprise Best practices Marketing Sales 103

CX Accelerator

JULY 22, 2019

The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service? What are their feelings regarding the company?

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. Totango’s high score from G2 users not only underscores our efficient implementation but also sets a best-in-class benchmark for other software in the customer success category.

Enterprise 108

Enterprise Customer centricity Benchmark Upselling 108

ProProfs Blog

DECEMBER 11, 2020

Numbers help you reflect on how your business is performing and if your efforts are reaping the benefits you expected. They even help you understand if your customers are satisfied or not. There are multiple customer satisfaction metrics that your business can use to get answers to questions like “Is my customer satisfied?”

Metrics 148

Metrics Abandon rate Surveys Feedback 148

BlueOcean

APRIL 24, 2024

This holds especially true in the world of outsourced customer service, where your vendor is literally representing your brand and your values. Though there are many official guidelines and metrics that can help you assess your outsourcer’s ESG efforts , the first step is simply to start asking questions.

Contact Center 71

Contact Center outsourcing Government Customer Care 71

Nicereply

JANUARY 23, 2023

Measuring your customer experience (CX) can feel complicated. Studies show that focusing on creating a great customer experience reduces customer churn, creates l oyal customers , and increases customer engagement. Esteban Kolsky found that 72% of customers tell 6 or more people if they’re truly happy.

Metrics 98

Metrics Customer effort Surveys Feedback 98

ProProfs Blog

NOVEMBER 9, 2021

Have you ever heard, “Customer Satisfaction isn’t necessary for a business success?”. Because without satisfying the customer’s needs, you cannot offer them a delightful experience, which inevitably results in customer churn and poor revenue generation. What is Customer Satisfaction? Probably not! Did you know?

Surveys 146

Surveys Feedback Metrics Customer retention 146

AWS Machine Learning

OCTOBER 5, 2023

Although you can use pre-trained models with minimal effort, without proper data curation and model tuning, you can’t realize the full benefits AI/ML models. In this post, we explain how to build and optimize a custom classification model using Amazon Comprehend. On the New menu, choose Terminal. Run all the steps in the notebook.

Benchmark 94

Benchmark Best practices Metrics Government 94

Nicereply

OCTOBER 5, 2021

You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. A good support team is obsessed with finding ways to improve the customer experience and have an opportunity to impact it on a large scale. Scott talks about the beginnings of the Customer Effort Score. Google Podcasts.

Customer effort 98

Customer effort Feedback Metrics Surveys 98

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. When you know what customers think about your product and your service, you’re able to plan strategically and make smart bets. Use clear and concise language 2.

Surveys 98

Surveys Feedback Customer Support Wireless 98

Win the Customer

SEPTEMBER 11, 2023

Delivering an exceptional customer experience (CX) isn’t just a nice-to-have—it’s a strategic imperative. However, in order to truly understand and improve the CX you’re offering, you need to measure it. Net Promoter Score (NPS) The NPS is a gold standard for measuring customer loyalty.

Metrics 59

Metrics Customer Experience Customer retention Customer effort 59

Comm100

MAY 25, 2022

Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes. Then we’ll analyze how your organization can respond to these changes and the ways in which technology can benefit your ability to serve customers.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52

Nicereply

JUNE 5, 2023

How can you combine customer satisfaction metrics? In the world of customer support metrics, Customer Satisfaction (CSAT) is king. They identify customers who need extra attention, improve their operations, and increase customer happiness. Customer satisfaction metrics overlap and intersect.

Metrics 98

Metrics Calibration Education Customer Support 98

Nicereply

JANUARY 27, 2022

Today we will go through 12 things to do to improve your customer support in 2022. 12 things to do to improve your customer support. Blog tip: 3 Customer Service Skills for Handling Difficult Conversations. Blog tip: 6 Tips for Writing Satisfying Customer Service Responses.

Average Handle Time 98

Average Handle Time Customer effort Metrics Customer Support 98

Win the Customer

SEPTEMBER 12, 2023

Customer satisfaction is not just a feel-good metric; it’s a tangible indicator of how well your products, services, and interactions resonate with your audience. In this blog post, we’ll explore the significance of measuring customer satisfaction and delve into key metrics that provide valuable insights.

Metrics 59

Metrics Customer centricity Customer effort Customer retention 59

Comm100

DECEMBER 14, 2022

Customer experience (CX) is the convergence of three elements – human, process, and increasingly, technology. As more and more touch points between businesses and customers are established, the expectation to provide a seamless customer experience across channels has turned into a necessity.

Customer Experience 52

Customer Experience Chatbots Feedback Self service 52