Sat.Mar 09, 2019 - Fri.Mar 15, 2019

Listening for loyalty: How to win consideration and avoid churn by searching for CX pain

Tethr

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Unstructured Data: Where the Voice of the Customer Lives

VocalCom

When companies use big data to analyze their customers’ habits and preferences, it’s often the structured, quantitative kind that is considered. Customer sales data and contact center KPIs such as the Net Promoter Score may provide valuable information, but such numbers reveal little about your customers’ feelings and expectations.

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The Personality Of Customer Experience

CX Accelerator

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful.

Warm Calling Confusion

CrazyCall

Close your eyes and try to imagine the below scene: You notice your phone beeping. Unknown number. You hesitate but decide to pick it up. Unknown caller. He tries to sell you his amazing product. What are your thoughts at this point? Oh, that’s amazing you called me! Or rather.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

Amaze It Forward

ShepHyken

You’ve heard of the concept of Pay It Forward. Many people use the phrase to describe doing a good deed for someone with no other expectation than that person doing something nice for someone else and so on, creating a chain of good deeds. Don’t pay it back. Pay it forward.

More Trending

Customers Are Irrational! Why? What Can We Do About It?

Beyond Philosophy

Customers Are Irrational! What Can We Do About It? Many times, when I talk about irrationality in customer behavior, people in the business-to-business (B2B) arena tune out. However, this is a mistake. All customers are irrational, whether they are making business decisions or consumer ones.

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Leverage Your Business Growth with Customer Emotions

ProProfs Blog

5 Top Customer Service Articles for the Week of March 11, 2019

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. 5 Ways AI can Revolutionize Customer Experience by Vandita Grover.

Visual Automation: Boost Agent Productivity with Smart Eyes

TechSee

Visual support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

CX Q&A with Diane Magers & Ben London of Experience Catalysts

Centriam Customer Experience Lab

Diane Magers and Ben London are the powerful duo that head up Experience Catalysts, a consultancy at the forefront of customer and employee experience. They are on a mission to help customer experience (CX) professionals transform how their organizations work to grow business value.

How to Successfully Manage the Post-Purchase Customer Service Experience

Fonolo

The buying experience often gets the most attention in customer service. Conversions are the name of the game for most businesses, so it would make sense that importance is placed on the process leading up to a purchase.

Amazing Business Radio: Todd Hopkins

ShepHyken

Core Values and Company Culture. Culture, Commitment, and Taking Care of Customers. Shep Hyken interviews Todd Hopkins. They discuss how having a company-wide culture can lead to better customer service and success for your business.

How to Use Live Chat Software for Lead Generation

ProProfs Blog

It’s been more than a year that you started your business. It’s doing well so far, but now you feel that it’s time to go online. You know that reaching your audience is important and taking your business online can help you do so in lesser time and investment.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

A Q&A with Unymira’s Chris Rall

Contact Center Pipeline

For the modern contact center, delivering high-quality human or digital customer service requires quick access to accurate and actionable information. Whether you have one channel, multiple channels or are looking to transition to an omnichannel environment, a well-thought-out knowledge management strategy should be the foundational step for moving forward. Unymira’s goal is to make customer […]. Technology call center contact center knowledge base Knowledge Management

5 ways leaders can increase a culture of trust

Integrity Solutions

What are you doing every day to strengthen the culture of trust with your employees and customers? In our recent sales coaching research , 76% of the firms told us coaching is a critical driver of success.

Guest Blog: Why Facilities Managers Are the Hidden Heroes of Great Customer Service

ShepHyken

This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. Shep Hyken.

What is Live Chat & How does it work?

ProProfs Blog

Imagine this: You own a clothing store that’s known for selling unique designs. Your customers love these designs and keep coming back for more.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

How Trader Joe’s Makes Customer Experience its Competitive Advantage

Fonolo

After graduating from university, I spent a sun-soaked 18 months living in Southern California. Having moved from Ireland, my family and friends back home were interested to hear what I liked and disliked about my new life “state side.”

How to improve client relationships

HelpCrunch

There's nothing more important for a business that to establish nice friendly relationships with your clients. Check out this short guide to know what you need for this. The post How to improve client relationships appeared first on HelpCrunch blog. Customer service Sales & Marketing

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How to Handle Customer Escalations in the New Customer-Centered Economy

Totango

Happy customers are in everyone’s best interests, particularly in today’s customer-centered economy. Because customers are empowered to walk away at a moment’s notice, they have high expectations. They want to be able to communicate with your business through the channels of their choice. They expect you to reply to their communications quickly and resolve escalations in a timely manner. And they want a personalized experience that makes them feel as if your business is built around their needs.

Create and Send a Net Promoter Score Survey to Measure Customer Loyalty

ProProfs Blog

The Net Promoter Score is an industry-wide standardized measure of customer loyalty. First introduced in 2004 by Friedrich Reichheld, Bain & Company , and Satmetrix , it has been widely accepted by all industries over the past decade.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

How to Turn NPS Detractors Into Promoters

GetFeedback

The Net Promoter Score (NPS) metric is the perfect way to determine which customers are your brand advocates (NPS Promoters), which customers are moderately happy with your brand (NPS Passives), and which customers have encountered a bad experience along the way and would not recommend your services or products (NPS Detractors).

An Uplifting Story: The “Luggage Boy” and his Zipper Dance

Up Your Service

The SM Store in the Philippines is an exemplary example of the power of building a Common Service Language throughout an organization. A strong Common Service Language has the potential to uplift the spirit of all your employees – and your customers.

What Is a VoIP Number, How Does It Work and How Do I Get One?

Nextiva

The hottest technology on the market today for business and personal use is coming straight out of the VoIP and virtual phone sectors. VoIP technology lets you call from anywhere using a cell phone, computer, tablet, a VoIP phone or other data-driven device from the same number. Let’s look at what a VoIP number is […]. The post What Is a VoIP Number, How Does It Work and How Do I Get One? appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog.

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Canned Responses for Better Customer Service Email Management

ProProfs Blog

There are times when there may not be a ready solution to address a customer’s problem. This is when canned responses and rule-based automated messages enable your support team to quickly send emails to customers.

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.