Sat.Aug 13, 2022 - Fri.Aug 19, 2022

article thumbnail

CSM Guide to Building Customer Loyalty and Improving Retention

ClientSuccess

As a CSM, you know that the holy grail of any customer relationship is strong loyalty and, ultimately, long-term retention. But how do you get to this level with a customer? While it may take years for some customer partnerships to get to this desired mutually beneficial place, there are a few steps CSMs can take on the back end to move things along faster.

article thumbnail

4 Voice of the Customer (VoC) methodologies to gain valuable insights

Callminer

VoC insight is crucial for organizations to increase growth rates and achieve business milestones. Read on to learn four methodologies for measuring omnichannel customer experiences.

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

New Report: How Customer Loyalty has Changed Post-Pandemic, and What You Should Do About It

TechSee

Growth and customer loyalty have historically been product-led. The company with the newest gadgets, with the best features, or the best price were often the market share winners of their industry. Customers who were happy with a company’s product were loyal for years, unwilling to try alternatives. Today, there is a shift in the role customer service quality plays on customer loyalty.

article thumbnail

New Data Shows Post Pandemic Impact of Customer Loyalty Resulting in Increased Likelihood to Churn from Poor Service

TechSee

TechSee’s new research explores the impact of the pandemic on customer loyalty across the customer service industry. New York, August 16th 2022 – TechSee , the market leader in Computer Vision solutions for customer service, today released the results from its 3rd annual State of Customer Loyalty and Churn, the 2022 Edition. The report focuses on the impact of the pandemic on consumer behaviors with the key findings showing a significant loss of product-dependent brand loyalty.

Big data 109
article thumbnail

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

article thumbnail

Guest Post: Agents Are the Answer: Empower Your Workforce to Improve Customer Experience and Reduce Attrition

ShepHyken

This week we feature an article by Cassidy McDonnell, Creative Solutions Manager at Balto Software , a company that helps agents live on the call to analyze what’s working and scale best practices in real-time. She shares how organizations can improve employee engagement and customer satisfaction. It’s time to call the customer service line: you dial a number, click through the pre-recorded options, and find yourself humming along to the surprisingly pleasant hold music when, before you know it,

Scripts 196

More Trending

article thumbnail

Quality Assurance and Customer Satisfaction: Three Ways to Ensure Alignment 

COPC

Three ways to ensure quality assurance (QA) results align with customer satisfaction (CSAT) and issue resolution: Redesign your quality form to focus on key drivers. Measure three quality metrics vs. one overall quality score. Evaluate interactions from the customer’s perspective. Turn your quality assurance program into a trusted source for customer insight.

article thumbnail

Chatbot vs Live Chat: Can They Work Together in Harmony?

HelpCrunch

Picture your most turbulent day. You’re bogged down with this totally nonsense issue, customer requests keep stocking up in the live chat, and there’s no sign of the ending. I don’t know about you, but [ … ]. The post Chatbot vs Live Chat: Can They Work Together in Harmony? appeared first on HelpCrunch blog.

Chatbots 118
article thumbnail

Scaling Up Customer Support to Handle the Holiday Shopping Surge

Helpware

After a lackluster 2020 due to the pandemic, 2021 saw the strongest retail growth in more than two decades. As e-Marketer reports , brick-and-mortar sales rebounded, and eCommerce growth was impressive. Total US retail sales topped $1.2 trillion, up 16.1% over 2021. And all signs point to 2022 continuing on a positive trajectory.

article thumbnail

What Is Your Personality Type, and How Does This Affect Your Success?

Beyond Philosophy

In the book, Quiet: The Power of Introverts in a World That Can’t Stop Talking , Susan Cain makes the case that the world values extroverts but that introverts also have strengths that people should not overlook. Furthermore, Cain thinks introverted personalities also have much to offer the world. Today, we discuss personality and try to correct imbalances placed on one type of personality over another.

article thumbnail

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.

article thumbnail

What Mixed Signals Do You Send Your Customers?

ShepHyken

Then I read Jan Carlzon’s book, Moments of Truth, many years ago. It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Carlzon’s definition of the Moment of Truth was: . Anytime a customer comes into contact with a business, however remote, they have an opportunity to form an impression. .

Airlines 325
article thumbnail

6 Moves to Overcome Telecom Management Pressures  ?

Avoxi

6 Moves to Overcome Telecom Management Pressures It’s easy to say that being a modern-day telecommunications leader looks vastly different than it did just five years ago. Widely due to disruptive events including the pandemic and software developer shortage, you’ve had to become accustomed to wearing a variety of hats the role previously didn’t require. … The post 6 Moves to Overcome Telecom Management Pressures ?

article thumbnail

5 Ways to Maintain Quality While Scaling Customer Support

aircall

When it comes to running a successful business, growth is inevitable. It’s a surefire sign that you’re doing things right, providing a high standard of customer service quality , and delivering a product people want. . But for some companies, scaling can be scary. When everything is going so well, it feels like the last thing you want to do is change it.

article thumbnail

What is your personality type, and how does this affect your success?

Beyond Philosophy

Is your idea of an ideal evening a nice meal at home and a book or a Netflix queue? Or would you rather be at a cocktail party with people from all walks of life exchanging stories or jumping up and down to a throbbing beat in the middle of a crowded dance floor? How you answer this question is one of many ways that you can explore your personality type.

article thumbnail

Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

article thumbnail

Amazing Business Radio: Seth Dobrin

ShepHyken

The Role of AI in Customer Care. Building Human-Centered AI in Customer Service and Experience . Shep Hyken interviews Seth Dobrin, IBM ‘s first Global Chief AI Officer, leading the company’s corporate AI strategy. He shares how businesses can take a human-centered approach when utilizing AI to help their customers. Top Takeaways: What do we mean when we talk about AI for business?

article thumbnail

Why contact centres must focus more in First Contact Resolution

Eptica

Date: Friday, August 19, 2022 Author: Pauline Ashenden - Demand Generation Manager Why contact centres must focus more in First Contact Resolution. Published on: August 19, 2022. Author: Pauline Ashenden - Demand Generation Manager Customers want their queries answered accurately without having to make contact more than once. That makes achieving high First Contact Resolution (FCR) rates vital to the overall customer experience.

article thumbnail

The 11 Key Customer Support KPIs You Need to Measure

Solvvy

Key performance indicators (KPIs) give businesses a way to measure and monitor progress toward business goals and ensure leaders are steering their companies toward a great track record with customer satisfaction and business growth. You can monitor KPIs for virtually every facet of your business. However, some of the most important metrics to track are customer support KPIs, which can provide crucial insights into your operation and the health of your business, from customer satisfaction and re

article thumbnail

Five Best Customer Retention Software Solutions for Customer Success

Totango

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Customer retention software automates best practices for maintaining clients, helping you deliver successful outcomes that inspire subscription renewals and repeat business.

article thumbnail

How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

article thumbnail

What is survey fatigue and how can you prevent it?

Lumoa

“How likely would you recommend (insert business name) to someone?” – a never-ending question asked to a customer in multiple ways and various forms. Somehow, it feels like it’s a DeJa’Vu moment happening daily because as what every company tells its customers, “Your opinion matters” or “You are important to us”. I mean, we get it. engaging customers till the very end to keep customer loyalty and treating every customer journey with equal importance contributes to the bus

Surveys 83
article thumbnail

Introducing the Hub SDK Improvement for Messaging and Live Chat

TeamSupport

Living in the Digital Age, so much of our lives are saturated with data and information. But with so much information available, sometimes we can feel like Johnny Mnemonic, past cranial-storage capacity, where additional data doesn’t help us solve any problems, and instead makes it even more difficult to solve problems. We probably won’t suffer permanent psychological damage if we take on too much information like Johnny (phew), but information overload and analysis paralysis are quite real.

Sales 98
article thumbnail

The Right Technology to Boost Customer Self-Service

Vistio

Watch to the full podcast here: Or click here to just listen to the audio. ?. Today we here at CXQA Live give a big welcome to Jeremy Watkin from NumberBarn and we’re focusing our conversation on implementing the right technology into the contact center. Jeremy talks about the main priority, as he sees it, regarding technology in a contact center: It should boost customer self-service.

article thumbnail

The Rise of the Machine Customer: The Next Emerging Market for CX

Netomi

Staying abreast of all things CX is something we take seriously at Netomi, and the rise of the machine customer is a phenomenon that is shaping the future. This sounds futuristic, bringing to mind images of assembly lines and TV shows such as Westworld. To clarify, the customers themselves are not machines, rather, machine customers, such as virtual personal assistants or smart products, will perform customer service activities on behalf of their human customers for lower customer effort.

article thumbnail

The Rise of the AI Coaching System: Powering the Empathic Enterprise

Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.

article thumbnail

The Spearline network is now available in 80 countries

Spearline

Welcome The Dominican Republic, Ghana, Guatemala & Côte d’Ivoire to the Spearline network! We are delighted to let you know that you can now test your mobile numbers in the Dominican Republic, Ghana, Guatemala and Côte d’Ivoire across the countries’ major mobile networks – bringing Spearline’s global total coverage to 80 countries.

article thumbnail

5 Telemarketing Misconceptions & Why They Aren’t True

Quality Contact Solutions

When people think of telemarketing, some misconceptions might come to mind. For example, some people picture agents in offshore call centers with difficult-to-understand accents, while others think of aggressive calls from pushy salespeople. Unfortunately, many myths surround what we know is a very effective form of marketing. Today, we’d like to debunk some of these telemarketing misconceptions.

article thumbnail

Who Has the Best (& Worst) Retail Customer Service?

Working Solutions

Today’s savvy consumers are quick to praise – or condemn – brands where they have impactful customer experiences (CX). If problems are solved quickly by professional, empathetic agents, they’ll happily share their encounter, either by word-of-mouth or on social media. That’s why it’s so critical to develop a comprehensive customer service support framework within a […].

article thumbnail

The Ultimate Client Onboarding Checklist for CS Teams

Totango

A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. At the same time, you need to minimize time-to-value (TTV) to ensure customers see the benefits of your product as soon as possible.

article thumbnail

Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

article thumbnail

What is a Virtual Agent? ( Difference, Benefits, Use Cases)

kommunicate

Last Updated on August 17, 2022 Today, the bots quickly responding to a query has become a thing, and it is only for the good of a business. 41% of customers prefer to interact on live chat, and 79% of them like it for fast responses. These studies indicate the potential of live chats and [.]. The post What is a Virtual Agent? ( Difference, Benefits, Use Cases) appeared first on Kommunicate Blog.

article thumbnail

Reasons Why You Should Consider Sales Outsourcing

AnomalySquared

A call center sales team can construct the bridges that fill the empty space between customers and the products and services that they want and/or need. They play a key role in developing customer loyalty, as well as in generating revenue. However, it takes time, infrastructure, and resources to develop a successful sales team capable of boosting client reach and driving business.

article thumbnail

Why is Accessibility Important for Customer Satisfaction?

Fonolo

Do you ever feel frustrated when you’re navigating an outdated website that’s not user-friendly? Who doesn’t? Today’s customer craves the swift and easy—and this rings 1000 times truer for call center customers. In other words? Your customer service should be accessible to everyone. But contact center accessibility doesn’t just help people with disabilities—it helps every customer.