Mon.Apr 02, 2018

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101 Customer Experience Tips: CX in the Contact Center, Planning & Strategy, Customer Experience Tools & Technology, and More

Callminer

We’ve rounded up 101 expert tips to help you leave a lasting, positive impact by creating an innovative, meaningful customer experience.

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5 Top Customer Service Articles For the Week of April 2, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Three Important Considerations for Customer Service Surveys by Paul Selby. (CustomerThink) A lot has been written on performing customer service or customer satisfaction surveys.

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Is it Time to Do Away with Market Research Departments?

C3Centricity

What’s your gut response to the title question about eliminating Market Research Departments? Yes? No? It depends? I am probably in the third camp. No, if it is a department that integrates and analyses information from multiple sources, and then delivers actionable insights and recommendations. Yes, if it is the traditional market research department.

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Fireside Chat: Natero Shares Tips for Customer Success

Satrix Solutions

Natero helps Customer Success Managers reduce churn, increase expansion, and manage more accounts. We sat down with CEO, Craig Soules, to get his thoughts on how Customer Success Managers can deliver real value. Read our interview: Evan Klein: How has the Customer Success industry changed since Natero was first founded in 2012? Craig Soules: The popularity of Customer Success has exploded in the last few years.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Temkin Experience Ratings Industry Snapshot: Hotels

Customer Experience Matters

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Holiday Inn Express and Marriott for earning the highest customer experience scores in the hotel industry.

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6 Tips for Satisfying Customers on the Voice Channel

VocalCom

With all the discussion of messaging apps, chatbots, and live chat, your company may think that the voice channel is a thing of the past. In reality, while digital channels are used most prominently in today’s customer service, many people still call brands when they need assistance. As many studies have shown, digital channels are favored only when they work seamlessly.

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Beyond Network Monitoring - How network monitoring is keeping you in the dark

Spearline

Network monitoring is a valuable tool but is it still keeping you in the dark about what your customers experience when they dial your numbers? Our whitepaper explores the benefits and limitations of network monitoring, and reveals how you can gain full line of sight of your numbers’ performance, from the outside-in. Download.

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Temkin Experience Ratings Industry Snapshot: Airlines

Customer Experience Matters

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Southwest Airlines for earning the highest customer experience score in the airline industry.

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How network monitoring is keeping you in the dark

Spearline

Network monitoring is a valuable tool but is it still keeping you in the dark about what your customers experience when they dial your numbers? Our whitepaper explores the benefits and limitations of network monitoring, and reveals how you can gain full line of sight of your numbers’ performance, from the outside-in. Download.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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How to Make Intelligence the Foundation of Your Self-Service Strategy

Verint

What would happen if self-service were more accessible, easier to use, and capable of resolving considerably more complex issues without escalating to an agent? Artificial Intelligence has the potential to redefine what’s possible in self-service. If you’re not already reviewing your self-service strategy to see how you can take advantage of the latest AI technology, now may be the time.

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Is your telecom performance dead in the water?

Spearline

Explore the impact poor telecoms performance can have, the current benchmarks and some of the solutions available.

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Steps to Track your Call Center’s Performance using KPIs

OctopusTech

Call center monitoring is an ongoing procedure of collecting data, analyzing it and giving feedback. Since it directly affects the customer satisfaction , employee retention, and your bottom line, it is essential to carefully navigate the implementation of certain KPIs or Key Performance Indicators into your call center working strategy to work to your advantage.

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How Do Organizations Use Knowledge?

Mindtouch

We all have knowledge. This knowledge helps us to navigate a complex world and survive unforeseen circumstances and rare challenges. Knowledge is much more than data or information—it is categorized information that we can access when needed. Knowledge can vary greatly, from knowing not to touch a hot stove to knowing when the warranty expires on your appliances.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Accelerate CX Innovation with an Open Development Platform

NICE inContact

If you are a software developer then you’re familiar with the adage “code once, use everywhere”. Code reuse saves time. It’s been a programming staple that has evolved from in-app functions to external libraries, to web services. But what does all of this have to do with customer experience? Companies are discovering the value in not only finding new customers but also in retaining them.

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