Beyond Philosophy

JUNE 16, 2022

As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. Christine writes, “Our organization does not take complaints or our Voice of the Customer program seriously. So, why are they like that?

Customer centricity 195

Customer centricity Education Consulting Consulting 195

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Here’s your complete guide to improving customer perception of your business. What is Customer Perception?

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). If you’re reading this blog post, you are probably one of them.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. Store these in your CS toolbox to use as needed. Store these in your CS toolbox to use as needed.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

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

Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

Customer centricity 169

Customer centricity Feedback Surveys Metrics 169

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. With actionable feedback, organizations can make informed decisions. Table of Contents What is a customer satisfaction survey?

Surveys 98

Surveys Feedback Customer Support Wireless 98

Beyond Philosophy

MAY 26, 2015

Follow the stories here and write your own (please use #IfIWere22 in your post). When I was 22, I hated it when people said, “You need more experience for this role.” So if you are 22, here are some of the key things I have learnt that hopefully help you short-circuit the process. Well, it doesn’t.

Feedback 356

Feedback Customer Experience Management 356

Nicereply

APRIL 27, 2022

To understand CXM and its importance, brands must first absorb the impact good (or bad) customer experience has on their customers and reputation. What is customer experience management (CXM)? Customer Experience is how a customer feels about your brand. The Benefits of CXM.

Customer Experience 104

Customer Experience Management Feedback Surveys 104

Lumoa

FEBRUARY 16, 2023

It’s important for your business to understand your customers. You need to know how they use your products or services and what they expect from you. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. You probably know this. Ready to dive in?

Feedback 94

Feedback Best practices Analytics Surveys 94

ClientSuccess

DECEMBER 5, 2022

What is a Customer Advisory Board (CAB)? A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. Build Your CAB with the Right Mix of Customers.

SaaS 87

SaaS Customer advocacy Feedback Enterprise 87

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. Unlocking the power of VoC feedback is vital to the success of any business. Customers are an integral part of any business’s success.

Surveys 83

Surveys Feedback Banking Best practices 83

Nicereply

APRIL 12, 2023

A strong customer service team culture is the direct result of trusting, engaged employees. People spend a lot of time at work and walking into a nightmare environment with a team you don’t really jive with can take its toll. It takes deliberate action , honesty, and people that care enough to make it work.

Customer Service 98

Customer Service Feedback Healthcare Education 98

ProProfs Blog

JANUARY 18, 2022

So people will not get frustrated when they see your surveys. . This question format is so popular that you must have answered a rating scale question yourself — think about the time when you had to rate your UBER driver or when you checked for “star ratings” before buying your favorite pair of jeans online.

Surveys 142

Surveys Best practices Feedback Customer Service 142

Nicereply

NOVEMBER 16, 2022

This includes purely support-focused tools —like your ticketing software—as well as other productivity tools that will help you be better at your job. Critical tools for every customer support manager. Critical tools for every customer support manager. Scheduling your support coverage can often bring headaches.

Management 98

Management Analytics Feedback Surveys 98

Nicereply

MAY 7, 2024

By getting to know your potential customers and learning about their problems. Or, to put it another way, you need to manage customer pain points to drive sales. This article explores what customer pain points are, and how you can learn about them and use them to your company’s advantage. How do you do this?

Sales 52

Sales Management Surveys Wait times 52

CallSource Insights

NOVEMBER 29, 2022

A strong reputation is key to a business’s success. Quick Summary: While it may not generate revenue directly, your company’s reputation is the foundation for all of your local word-of-mouth marketing efforts. In this article are a few reasons why your company’s reputation matters now more than ever.

Benchmark 97

Benchmark Automotive Feedback Sales 97

Lumoa

JANUARY 2, 2023

Moreover, to successfully navigate today’s highly competitive landscape, businesses must understand exactly what customers think of them – and that means diving deep into customer experience data. . Key Takeaways. Transactional Net Promoter Score (tNPS) is a measure of customer satisfaction.

Surveys 83

Surveys Brand ambassadors Feedback Metrics 83

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!

Surveys 146

Surveys Feedback Metrics Customer retention 146

Nicereply

NOVEMBER 16, 2023

Mastering open-ended questions is key, as they unlock more than just brief replies. The skill of openness and support is crucial for team leaders who want to cultivate a similar culture among their employees and customers. Unlike yes-or-no questions, open-ended ones pave the way for people to express themselves fully.

Feedback 59

Feedback Surveys Benchmark Customer centricity 59

GetFeedback

NOVEMBER 20, 2019

These days, businesses are investing more in perfecting the customer experience. . We are in a customer-centric economy, where customer opinion is held at the highest standard of value. That’s why collecting customer feedback is more important than ever. . billion people use social media. .

Feedback 113

Feedback Chatbots Surveys Customer centricity 113

customer sure

NOVEMBER 11, 2014

In the last few weeks you might have noticed that we’ve changed course on our blog strategy. People whose businesses are thriving on great customer service. People who want to do even better. So far we’ve uncovered fantastic advice from two companies dedicated to delivering outstanding customer service.

Feedback 91

Feedback Metrics Customer centricity Customer Service 91

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

Nicereply

FEBRUARY 29, 2024

A good customer experience builds customer loyalty and brand value, helping you reach a wider audience through word-of-mouth marketing and other marketing strategies. When creating a friction-free customer experience across all touchpoints, you first put customers in the center.

Customer Experience 59

Customer Experience Journey mapping Analytics Feedback 59

delighted

DECEMBER 14, 2021

Putting yourself in your customers’ shoes can help you better understand them, their motivations, and their choices. In fact, there’s a pattern to those behaviors that can be mapped – and measured – to improve their experience with your brand. What is the customer lifecycle? What are the stages of the customer lifecycle?

Surveys 97

Surveys Feedback Customer retention Customer effort 97

Nicereply

APRIL 11, 2023

How can you create feedback forms your customers want to answer? Use these best practices and checklists to turn your feedback forms into key sources of customer insights for your business. Without customer feedback, you’re in the dark.

Best practices 52

Best practices Feedback Surveys Airlines 52

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. With actionable feedback, organizations can make informed decisions. Table of Contents What is a customer satisfaction survey?

Surveys 52

Surveys Feedback Customer effort Customer Support 52

Global Response

OCTOBER 2, 2023

Managing the reputation of your brand isn’t easy—and when you add the internet into the mix, it gets ever harder. With so many places to contribute online, it can be tough to know where customers are even talking about your business. Or, word about your brand may just get lost in the crowded noise of the online world.

Call Center 62

Call Center Management Airlines outsourcing 62

Nicereply

NOVEMBER 23, 2023

Customer satisfaction is at the heart of successful Customer Experience (CX). Meeting these demands isn’t just a strategy; it’s essential for building trust and growing your brand. But staying focused on customer satisfaction can be tough with so many daily tasks and goals. Quotes can be powerful reminders.

SaaS 59

SaaS Feedback Brand ambassadors B2B 59

ProProfs Blog

NOVEMBER 15, 2021

Successful businesses grow by talking to the people who matter most to their business. Collecting feedback via business surveys not only helps you advance your business, but also helps save a lot of time, money, and effort. Gather Qualitative Feedback. The result? You heard that right. What are Business Surveys Questions?

Surveys 144

Surveys Feedback Morale Customer effort 144

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. But the need to deliver an outstanding customer experience hasn’t. According to research, 95% of consumers believe customer experience is the key to brand loyalty. Let’s get started.

Customer Experience 94

Customer Experience Chatbots Surveys Journey mapping 94

ProProfs Blog

DECEMBER 14, 2018

Collecting and responding to customer feedback is critical for any growing business. It’s a great way to make sure you’re spending time and money on improvements that will help turn your existing customers into loyal brand advocates for life. “My So your feedback collection strategy should reflect this evolution.

Feedback 145

Feedback Surveys Analytics Customer Support 145

ProProfs Blog

DECEMBER 6, 2021

New software solutions are released frequently, and you can always find a better and more robust alternative to meet your needs. This is what we’re going to discuss in this post – tools similar to Wufoo so that you can upgrade the way you build online forms, share them with your audience, and collect data. What is Wufoo?

Surveys 78

Surveys Enterprise Feedback CRM 78

Nicereply

MARCH 14, 2023

Every customer support manager has a busy life. And what better way to expand your knowledge than picking up a book? They can also help refresh your memory with old knowledge and tactics you’ve nearly forgotten. Notable quote: “ How do we get people to act on our ideas? Priorities are constantly competing.

Management 98

Management Call Center Metrics Entertainment 98

Nicereply

MAY 11, 2023

A Little Bit About Pop-Up Surveys: The Good, The Bad, and The Ugly Pop-ups are those annoying little windows that cover your viewing area of a website you just visited. So why should anyone use them? The Good Though you need a bit of technical knowledge or support to put them on your site, they are still quick and easy to implement.

Customer effort 52

Customer effort Surveys Feedback Metrics 52

Hello Customer

APRIL 5, 2023

Be it because of slow webshops, complex sign-up processes, or endless communication loops with customer service, no matter how many hoops you jump through, you just can’t get things done. Today customers expect to have easy and seamless experiences with brands. But how can you find and remove that friction from your processes?

Customer Experience 52

Customer Experience Journey mapping Metrics Feedback 52

Nicereply

JULY 10, 2023

Employee Net Promoter Score: why you should care about it? Employee engagement has become a key metric for high-performing businesses to track since it was introduced over three decades ago. Higher levels of trust and rapport Challenges with using eNPS eNPS Follow Up Questions Why did you give the score you did?

Employee engagement 70

Employee engagement Surveys Metrics Feedback 70