CCNG

JUNE 5, 2024

In this article, I would like to discuss some of the common mistakes made in conducting customer surveys and then lay out how a complete customer feedback program should be organized. Other organizations use survey scores to set a bonus plan for their employees. Have you been asked to do this?

Surveys 195

Surveys Construction CCNG Feedback 195

CCNG

AUGUST 16, 2023

Without customer input, organizations can frequently make decisions that adversely affect their experience strategy and their overall profitability. In today’s environment, surveys seem to be everywhere. We are sent a survey after nearly every transaction. Dealers are incented in several ways based on survey results.

Surveys 195

Surveys CCNG Airlines Consulting 195

CCNG

MAY 10, 2023

Despite what industry experts may profess, customer service isn’t getting any better. While customers expect immediate answers to their inquiries, efficient order processing, and fast shipping, there’s no indication that fulfilling these expectations is improving customer service. But I do have my own experiences.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

CCNG

NOVEMBER 9, 2022

For example, engagement among customer service agents is demanding due to the one-to-one nature of customer care, the continuous flow of customer interactions and the lack of physical mobility due to reliance on screen-based support systems. A 2021 Gallup survey found that a mere 23% of U.S. Gather in person.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

DECEMBER 20, 2023

Similarly, RPA has proved valuable in automating routine tasks, improving service delivery, and increasing efficiency. Not only that, but recent advancements like Generative AI and ChatGPT have emerged as powerful solutions for customer service. More on that later.) The End of Human Interaction in Call Centers?

Call Center 195

Call Center Chatbots CCNG Technology 195

CCNG

JUNE 14, 2023

Share your company's vision, values, and mission in a way that your customers can relate to, and make sure your brand story is consistently reflected across all touchpoints, from marketing materials to customer service. Personalizing Customer Interactions One-size-fits-all approaches seldom create strong emotional connections.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

JANUARY 4, 2023

Scaling the Experience Wall If all the information that customers needed could be easily accessed by them through automated means, then everyone would be happy. However, we know that many customer needs (and customer types) still require the personal atten­tion of live agents. CSRs Providing Different Answers.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195