article thumbnail

Is Your Brand Meeting These 6 Customer Expectations?

VocalCom

Customers today want to feel respected, understood, and excited when they interact with your company. According to a study of customer emotions conducted by Motista, customers who feel both satisfied and emotionally connected to a brand are 52% more valuable than those who are just highly satisfied.

article thumbnail

The Role of Emotions in the Customer Experience

VocalCom

According to Customer Think, 63% of customers with positive feelings about a company will remain loyal, while 74% will go a step further and advocate for the brand. Here are five tips for addressing customers’ emotions to ensure quality experiences at every step of their journey.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

6 Essential Rules for Customer Experience Design

VocalCom

Designing great customer experiences begins with truly knowing your customers. While surveys reveal valuable insights about their needs, a global view of customer emotions and expectations across all channels is the real key to offering the services and products they want.

article thumbnail

Using Big Data to Create Exceptional Customer Experiences

VocalCom

Speech and text analytics can reveal tremendous insights into your customers’ feelings and interests to help you improve your customer experiences. For example, these analytical tools may be used to reveal keywords exchanged during service interactions, ranging from terms reflecting customer emotions to specific product names.

article thumbnail

6 Steps for Resolving a Customer Issue

VocalCom

Executives may determine that customer service strategies or even product design should be addressed, while agents in both the sales and customer service departments may work together to find better ways to connect with customers emotionally and offer more streamlined service. A customer issue does not have to lead to attrition.

article thumbnail

5 Essential Tips for Measuring Customer Satisfaction

VocalCom

An ongoing dialogue with your agents lets your brand monitor customer satisfaction levels and improve service continuously. Use different kinds of customer surveys. Well-timed customer feedback surveys are essential to understanding customer emotions. Analyze customer satisfaction metrics.

article thumbnail

5 Ways to Boost Your Net Promoter Score

VocalCom

By establishing clear communications, addressing customer emotions, and humanizing each experience, you can boost your Net Promoter Score and earn the admiration of your customers.