Beyond Philosophy

APRIL 4, 2016

The first group had the four most powerful people in it; the second group had the next four most powerful people, and so on. In truth people couldn’t care less about the Customer. As part of our consulting philosophy, we encourage a cross-functional team to champion the Customer Experience. I used to reply ‘I play chess’.

Consulting 284

Consulting Consulting Customer Experience Marketing 284

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

Best practices 157

Best practices Surveys Metrics Construction 157

Nicereply

SEPTEMBER 4, 2023

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. Find out what is a good Net Promoter Score & get out the most of your surveys!

Benchmark 105

Benchmark Surveys Employee engagement Metrics 105

Beyond Philosophy

SEPTEMBER 30, 2021

This feeling has to do with Loss Aversion, which explains that people feel worse about losing things than gaining things feels good. . Unfortunately, after three calls to the call center and a rejection at the local post office, I still have the pants. One of our podcast listeners wrote to us with a problem.

Sales 195

Sales Advertising Customer centricity Accountability 195

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

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

JANUARY 18, 2022

Because market trends change with the change in opinions and preferences of your customer base. Even your most loyal customers will turn to other brands unexpectedly. For this reason, a marketing questionnaire can help you find out what your customers want and think. What products do you like to buy from a [competitor name]?

Marketing 145

Marketing Surveys Feedback Education 145

Beyond Philosophy

JANUARY 14, 2015

“You’ll Have To Call Customer Service”. As a customer, hearing this is, at minimum, a letdown. As a customer experience consultant, hearing this represents an experience failure. There’s nothing going on to make it easy to enroll for those customers that have an established relationship with the store already.

Customer Experience 411

Customer Experience Accountability Consulting Consulting 411

ProProfs Blog

APRIL 28, 2020

From customer service, support to experience, you have a lot to accomplish to keep your customers satisfied. . Well, that’s because 87% of satisfied customers are more likely to upgrade or add services and are less likely to cancel. Attracting more business and loyal customers. goals for customer service team effectively.

Customer Service 140

Customer Service Metrics Education Customer effort 140

Hodusoft

SEPTEMBER 6, 2023

At HoduSoft, we have helped all types and sizes of businesses do just that by equipping them with our HoduCC call center software. In this blog post, we have discussed key things about generating leads and how outbound call centers play a crucial role in lead generation. Outbound call centers come in many shapes and sizes.

Call Center 96

Call Center call center software Scripts Best practices 96

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

ProProfs Blog

DECEMBER 17, 2020

Yes, there’s no doubt that the best possible live chat software helps you manage multiple chats and visitor queries simultaneously; but if not handled properly, operators can irritate your customers, which may also lead to losses. So the question is, what you should do to overcome this challenge? Confusing Customers While Multitasking.

Wait times 141

Wait times Management Customer Support Customer Service 141

Beyond Philosophy

APRIL 4, 2016

The first group had the four most powerful people in it; the second group had the next four most powerful people, and so on. In truth people couldn’t care less about the Customer. As part of our consulting philosophy, we encourage a cross-functional team to champion the Customer Experience. I used to reply ‘I play chess’.

Consulting 150

Consulting Consulting Customer Experience Marketing 150

ProProfs Blog

AUGUST 28, 2020

Customers are getting smarter. That’s why customers have higher expectations from you. Looking at growing customer expectations, 70% of businesses are working towards improving the customer experience as they expect more personalization.”. These statistics indicate how customer service expectations are on the rise.

Self service 157

Self service Feedback Airlines Metrics 157

Totango

JUNE 28, 2022

But during an economic downturn , when companies are cutting costs and putting a halt on investing in new products, the CMO’s focus has to switch from facilitating growth through new customers to promoting growth via the company’s current customer base. . Maximize Your Return on Investments. Make Your Company Relevant .

Accountability 73

Accountability Marketing Best practices Customer retention 73

Fonolo

MAY 3, 2023

It’s also what Fonolo Call-Backs do best. Reducing abandonment rates is a primary benefit of our call-back software and we’ve helped dozens of companies improve their KPIs by solving their abandonment rate problems. This feature displays data for each incoming call, including time before the customer abandoned the call.

Abandon rate 75

Abandon rate Contact Center Abandon Call Call Center 75

Uniphore

JULY 23, 2021

But it’s actually the everyday reality at the contact center, according to Gartner’s recent report “Rampant Employee Disengagement is Driving Turnover and Harming Customer Outcomes.” The study found that only about one in every three reps felt engaged in their work. And when agent performance suffers, so does customer experience.

Contact Center 98

Contact Center Call Center Morale Employee engagement 98

AWS Machine Learning

OCTOBER 2, 2023

In this post, we focus on how to automate the edge deployment part of the end-to-end MLOps pipeline. We show you how to use AWS IoT Greengrass to manage model inference at the edge and how to automate the process using AWS Step Functions and other AWS services. ONNX also provides optimized runtimes for the most common edge hardware platforms.

Engineering 88

Engineering APIs Management Enterprise 88

ProProfs Blog

MARCH 26, 2020

Could you please look into this and let me know if my order has been confirmed? The customers prefer and are looking for an immediate response to their questions. But sometimes it becomes a tedious task for your support team to manage multiple customers at the same time. Are addressed as another customer.

Upselling 134

Upselling Customer Support CRM Management 134

Nicereply

DECEMBER 9, 2021

It should promise the customer great things. However, the best efforts should be during the delivery phase; give the customers reason to celebrate choosing you. Then the business will grow and customers will have higher lifetime values. Cue – customer health scores. What are customer health scores?

Metrics 97

Metrics Surveys Education Customer effort 97

Nicereply

SEPTEMBER 14, 2021

If left unchecked, cherry picking can lead to poorly trained agents, frustrated customers, and burnt out senior team members. People without the instinct to avoid things that might hurt tend to die early in life. Maybe this is why some customer support agents are so good at avoiding terrible tickets. Much better.

Metrics 98

Metrics Customer Support Accountability Management 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

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Read on to learn what our experts had to say about the most useful customer service interview questions for managers.

Management 207

Management Customer Service Consulting Consulting 207

ChurnZero

MARCH 4, 2022

This article is adapted from a session presented by Amy Manning , vice president of Customer Success at Lawgeex from BIG RYG, ChurnZero’s annual Customer Success leadership summit. A force field analysis provides a framework for looking at the factors (forces) that influence a situation or process. What could you do?

Feedback 95

Feedback SaaS Personalization Management 95

aircall

AUGUST 4, 2021

If you’re considering shifting to a hybrid workforce, here are a few things to keep in mind. For one thing, you will have to be flexible in your expectations from employees. Research from PwC shows that 68% of executives believe employees should be working in the office at least three days a week to maintain the company culture.

Employee engagement 108

Employee engagement Consulting Consulting Morale 108

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. That’s where customer retention comes in.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

ProProfs Blog

MAY 21, 2020

According to a study by Microsoft, 56% of people around the world have stopped doing business with a company because of poor customer service experience. However, it also indicates that a lot depends on the kind of customer service operators you hire for your business. What is a Customer Service Job? Let’s get started!

Customer Service 166

Customer Service Engineering Customer Support Management 166

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Read on to learn what our experts had to say about the most useful customer service interview questions for managers.

Management 182

Management Customer Service Consulting Consulting 182

Global Response

SEPTEMBER 21, 2023

While some argue that customer support is too important for e-commerce to outsource, we’d argue the opposite: it’s too important to not have external support. However, when you outsource, you can improve your CX and customer service by leaps and bounds, without the same level of internal investment.

Best practices 62

Best practices outsourcing Call Center Multichannel 62

ClientSuccess

SEPTEMBER 21, 2020

As a customer success leader in 2020, you’re either currently working with a customer success management platform or actively looking to invest in a new solution. Modern CSMs are turning to customer success solutions to drive customer satisfaction, retention, and growth for customers.

Accountability 69

Accountability Metrics Customer retention Feedback 69

ProProfs Blog

SEPTEMBER 17, 2021

Be it a startup or a multi-million dollar company; a website is the starting point of contact between your brand and customers. . That can happen only when you know what your customers like and what they don’t. . But, how do you understand if the website is meeting your customer needs? Let’s begin!

Surveys 78

Surveys Feedback Construction Marketing 78

Upstream Works

JUNE 10, 2020

While that alone could easily consume all your energy, the impact on your customers must be managed as well. Everyone is learning on the fly – businesses, customers and vendors. This post is the first in a three-part series examining key issues to help omnichannel contact centers respond effectively during the pandemic.

Contact Center 78

Contact Center Personalization Self service Best practices 78

Education Services Group

MAY 6, 2021

Luckily, all is not lost and there are many levers to pull when it comes to reducing churn. Top 10 actions to reduce your company’s churn. #1 1 Don’t conflate Customer Success with Customer Service. . #1 1 Don’t conflate Customer Success with Customer Service. Perception of product becoming reality.

Accountability 92

Accountability Construction SaaS Sales 92

Global Response

MARCH 27, 2023

Customer service matters—a lot. How can you convince your organization to invest further in customer service, and what can you do to improve it effectively? How can you convince your organization to invest further in customer service, and what can you do to improve it effectively?

Customer Service 62

Customer Service outsourcing Self service Multi-channel support 62

Global Response

JULY 28, 2023

Many companies focus primarily on customer acquisition, sometimes at the cost of customer retention. After all, the more customers, the better, right? For example, recent data shows that 92% of customers will switch companies after just three—or fewer—bad experiences.

Customer retention 62

Customer retention Contact Center outsourcing Feedback 62

Nicereply

JUNE 24, 2021

Customer Effort Score seeks to quantify and highlight these very difficult conversations, so that customer service teams can avoid them in the future. Created in 2010, the Customer Effort Score is fairly new to the scene but is becoming increasingly more popular. What is Customer Effort Score (CES)?

Customer effort 81

Customer effort Surveys Metrics Feedback 81

Lumoa

APRIL 4, 2023

A customer engagement strategy is vital to increasing customer loyalty and driving revenue. It will help you build relationships with existing customers. Ultimately, it raises customer satisfaction with your brand. You must plan, think creatively, and understand your customers to build your strategy.

Upselling 83

Upselling Feedback Personalization Chatbots 83