Mon.May 29, 2023

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What is brand intelligence? Definition, tools & more

Callminer

Brand intelligence offers deep insights into customers’ needs, wants, and behaviors, and empowers companies to take action to improve customer satisfaction.

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Transactional VS Emotional Customer Loyalty with Mark Ross-Smith

ShepHyken

Top Takeaways: Loyalty programs are used in different industries to attract new customers and retain existing ones. They typically involve incentives for spending money on a brand through points, perks, upgrades, or free products. Loyalty programs have now evolved to include enhancing the customer experience. In the recent Achieving Customer Amazement study , 69% of customers say loyalty programs are important to them.

Airlines 156
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Trending Sources

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Can Visual Appeal Boost the Customer Experience?

Steve DiGioia

We shop at any business for the products or services they offer. Hopefully, their service and price are in line with our expectations too. But does the look of the business matter and can the visual appeal boost the customer experience? Here’s what I mean… The Power of Visual Appeal Many years ago, some themed restaurants like Fridays, for example, thought it was cool to hang all kinds of assorted “junk” on their walls.

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Key phrases and concepts driving a good customer experience - Tethr

Tethr

Today, Tethr expert Matt Dixon shares some of the key phrases and concepts driving a good customer experience in today's digital world.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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New Podcast with NICE - Fraud Detection Through Training and AI

Jon Arnold

I’ve recently completed another guest podcast with NICE , and their ongoing CX Pulse series. Telecom fraud has been on my radar quite a lot lately, and this episode touches on how it impacts the contact center, along with how agent training and AI can help mitigate the threats. This is a big topic for sure, so for a one-off podcast, it’s pretty high level, but hopefully this will start some important conversations about a topic nobody really likes talking about.

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42 Customer Service Live Chat Script Examples & Templates

Nicereply

Boost customer satisfaction with our 42 expert-crafted live chat scripts. Enhance your team’s service performance today! Given the choice, your customers would choose your live chat option 100% of the time. Okay, okay, maybe I’m projecting. But research shows that 41% of people prefer live chat as a support channel. That’s more than the proportion of people who would choose phone, email, or social media—by a significant margin.

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Post call surveys: Has the end finally come? – Tethr

Tethr

With the advent of machine learning, traditional post-call surveys are quickly becoming obsolete as a measurement of customer effort.

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How Customer Support Can Boost Player Engagement in Online Casinos

CSM Magazine

In the rapidly evolving world of online gambling, the key to customer satisfaction and loyalty lies in maintaining a high level of player engagement. One vital factor that significantly impacts the player experience is the effectiveness of customer support services. To provide a seamless and gratifying gaming journey, online casinos must implement strategies that increase player engagement with customer support.

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Preempt follow-up calls like a Next Issue Avoidance pro – Tethr

Tethr

When the call is over, the job is done. Right? Next Issue Avoidance is the art of solving the customer's second problem on the first call.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of automation to revolutionize outdated call review processes!

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May 29 – Customer Success Jobs

SmartKarrot

Role: Customer Success Representative Location: New York County, NY, United States Organization: RTM Business Group As a Customer Success Representative, you’ll create and maintain connections with RTM’s top clients to aid in their ongoing success and expansion. Manage project data to aid in the onboarding of new clients and ensure a smooth entry into the RTM ecosystem.

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Lutron and Tethr: Turning your contact center into an insight center – Tethr

Tethr

Lutron and Tethr: Learn how Lutron is turning their contact center into an insight center by listening to the voice of their customers.

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Everything You Need To Know About Google Tasks!

SmartKarrot

Maximize your productivity with Google Tasks! Discover the most recent features and benefits of this amazing to-do list tool with our simple guide to generating and organizing your daily activities. What Are Google Tasks? Google Tasks is one of the many tools created by Google where you can create a list with self-created tasks and subtasks. These tasks can be assigned due dates and be placed on your Google Calendar.

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Reducing customer effort: Don't miss this essential step - Blog

Tethr

Reducing customer effort is difficult to measure, but one large insurance company is using Tethr to track advocacy to deliver serious results.

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What Does it REALLY Mean to Put CX First?

Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

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20 Best Free CRM for Your Business in 2023

JivoChat

Using free CRM software may be the solution you are looking for in your business. It’s a valuable tool to enhance productivity, diminish errors, automatize repetitive tasks, and enjoy deal opportunities. You can centralize all customer information on a single platform, and allow employees to have access to the CRM, so you can assign tasks to them.

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Using the Tethr Effort Index (TEI): Three ways to succeed – Tethr

Tethr

In video, Tethr's SVP of Product, Ted McKenna, breaks down three of the most powerful ways customers are using the Tethr Effort Index (TEI).

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Weaving together customer and employee experience – Tethr

Tethr

The importance of the customer experience can't be understated. But the employee experience (EX) is just as important in the end.

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Data scientists love Tethr. Here’s why. – Tethr

Tethr

Although Tethr boasts the only customer listening platform built for the everyday user, data scientists are also cheering on Tethr.

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Reimagine Your Communications With A Unified Platform

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

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Customer advocacy: Your secret to better sales – Tethr

Tethr

Customer advocacy isn’t just taking responsibility for a problem anymore. It's acting as a consultant and showing empathy and transparency.

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3 call center statistics more important than call time – Tethr

Tethr

The way your company handles support has lasting impacts. Call center statistics matter, but finding out which ones hold weight is key.

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The flexible workplace: COVID-19 necessitates a new digital reality – Tethr

Tethr

The pandemic has made the flexible workplace a necessity. Do you know the best way to step up as a business making the transition to remote?

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Better contact center performance: It's time – Tethr

Tethr

If you can't identify the reasons you lose business, you stand to lose even more. It's time for better contact center performance.

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Customer Experience Myths Guidebook

A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

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Customer frustration: It's not personal – Tethr

Tethr

If your agents experience a lot of customer frustration, it's important to remember this: The customer doesn't want to talk to you either!

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Powering the modern listening enterprise with Qualtrics and Tethr – Tethr

Tethr

Discover how Tethr powers the modern listening enterprise and makes surfacing insights easy with Tethr experts Matt Dixon & Ted McKenna.

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Reduce call center agent churn with these tips – Tethr

Tethr

It's hard to provide quality service when your call center is full of new agents! Check out these tips to reduce call center agent churn.

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Tethr explained: Helping businesses close the gap – Tethr

Tethr

Tethr explained, with Matt Dixon. We help businesses close the gap between customers’ expectations of brands and their actual experience.

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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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Preparing the call center for crisis – Tethr

Tethr

All companies need a plan for handling emergencies, so you will want to be sure to publish one in case of a call center crisis.

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Work from home call center agents: How to manage them – Tethr

Tethr

Working with a WFH call center is our new reality. Check out these nine ways to make managing work from home call center employees a breeze.

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Measuring customer service: Put an end to churn – Tethr

Tethr

What if everything you thought you knew about measuring customer service and the customer experience was wrong? Read more.