Nicereply

NOVEMBER 27, 2023

A company’s ability to understand and optimize customer satisfaction directly impacts customer retention, advocacy, and ultimately, profitability. As a customer experience professional, you’re at the forefront of this battle for consumer loyalty and satisfaction.

Metrics 59

Metrics Surveys Analytics Feedback 59

Eptica

APRIL 15, 2020

Date: Wednesday, April 15, 2020 Author: Taoufik Massoussi - Product Manager & Head of AI The importance of listening to customers during COVID-19. This all means that businesses need to review and adapt the customer experience they are offering to ensure it meets changing consumer needs. Published on: April 15, 2020.

Surveys 95

Surveys Best practices Analytics Feedback 95

GetFeedback

OCTOBER 14, 2019

The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey. Data accessibility. How to fix it?

Customer Experience 88

Customer Experience Metrics Surveys Engineering 88

Nicereply

SEPTEMBER 17, 2020

Customer success should be about the customer, about using your product to add value to others. Customer Success Management (CSM) is an area where a lot of individuals are paying attention to at the moment. The popularity of customer success has its benefits. Customer Success only relates to SaaS businesses.

SaaS 105

SaaS Customer retention Customer Support Surveys 105

ProProfs Blog

DECEMBER 23, 2019

If you were to answer a question, “What is that one thing that customers hate the most? . What would you say? Customers don’t want to go out of their comfort zone to solve their own problems. So what can you do to provide a smooth and delightful experience to customers throughout their journey?

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

NICE inContact

MARCH 29, 2019

Before I go deeper into WHAT an IVR is, I think we should start with the WHY. More accurate definition of customer needs and therefore refined routing, which increases customer satisfaction and reduces the need to requeue or transfer calls. For example, if they just want to know their account balance. .

Interactive Voice Response 54

Interactive Voice Response Telecommunications Contact Center Call Center 54

Customer Service Life

MARCH 5, 2018

This article was first published as a featured contribution on the ICMI blog on January 30, 2018. Right out of college I was hired to work on the customer service team at a small, rapidly growing startup. Another thing that I can remember was the words “Award-Winning Customer Service” appeared in big, bold letters on our site.

Analytics 60

Analytics Contact Center Wait times Engineering 60