Customer emotions Customer Experience Multichannel Sales 
Vonage
MARCH 26, 2018
Train employees to be customer-facing Training customer-facing reps how to deal with customer emotions is crucial to creating personal experiences. No customer wants to feel ‘processed,’ and how reps respond to someone that is angry or upset is crucial.
VocalCom
MAY 28, 2018
Companies that consider and act upon the feelings of customers at different points along the sales journey are more likely to win loyalty. 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.
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Beyond Philosophy
JUNE 11, 2015
They should want this because study after study shows the financial rewards of having loyal customers. Some companies reach this goal through superior value delivery, built on quality products and services and positive, consistent customer experiences. Some retailers do more than emphasize the sales and service fundamentals.
VocalCom
JULY 23, 2018
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.
VocalCom
AUGUST 26, 2019
As every brand knows, all data—big and small—can be applied in some manner to drive sales and improve customer service. After all, understanding your customers’ habits is key to knowing how to satisfy them. Here are five essential big data sources to look at—and how you can use them to create exceptional customer experiences.
VocalCom
AUGUST 7, 2017
In addition, contact center metrics such as average handling time and first contact resolution provide data on how the customer experience is affected by service practices. Through close examination across channels, brands may use such valuable information to create richer customer experiences.
VocalCom
JULY 31, 2017
Through an analysis of quantitative data and anecdotes from both customers and employees, brands may develop comprehensive maps that reflect the customer’s motivations and sentiments along the journey from potential to loyal customer. Here are five key benefits of customer journey mapping. Understanding customer emotions.
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