Beyond Philosophy

JUNE 8, 2023

I have plenty of experience with this inefficient exercise in my career, and I thought I might have some things to share with all of you to get those necessary approvals. Convincing other people in your organization to let you spend money on Customer Experience improvements is essential to leading this effort at your organization.

Finance 195

Finance Marketing Personalization Accountability 195

ShepHyken

MAY 21, 2021

This week we feature an article Alexa Lemzy, a Customer Support and?Content She shares 5 strategies to build a happy and high-performing remote customer service team. Remote working has many benefits for customer service teams but also comes with some challenges. Get Communication Right . Voice and Video Calls .

Customer Service 331

Customer Service Morale Management Customer Support 331

Beyond Philosophy

MAY 31, 2019

However, my great experience is not why I return and drive past six or seven other bait and tackle shops to get to it. Economists say the reason I go back to Discount Tackle is that I remember it was a great experience. We don’t choose between experiences; we choose between the memories of experiences.

Scripts 382

Scripts Customer Experience Consulting Consulting 382

Beyond Philosophy

DECEMBER 25, 2017

I always say that Customer Experience is a journey, not a destination. After all, once you arrive, it is already time to refine your experience more. To get you ready for what is next in Customer Experience, let us review what we have learned so far. Is a ‘Human Free’ Experience the Future?

Advertising 298

Advertising Entertainment Customer emotions Customer Experience 298

Beyond Philosophy

NOVEMBER 8, 2019

You turn on the news, and the newscaster says, “There’s a lack of confidence in the stock market,” which we know means that the market is about to drop. We discussed in a recent podcast the psychology behind the stock market and what it means, as well as what we can learn from that and do differently. Losing Confidence.

Consulting 295

Consulting Consulting Marketing Customer Experience 295

CSM Magazine

OCTOBER 24, 2022

IRIS Audio Technologies , the team behind the AI-powered voice isolation software IRIS Clarity , has appointed Neil Titcomb as SVP Global Sales. As part of a panel at the event, Neil will discuss the benefits of eliminating background noise from call centres and how voice isolation tools like IRIS Clarity can help.

Sales 52

Sales Technology SaaS Analytics 52

Fonolo

NOVEMBER 3, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Here’s why it’s time to rethink your contact center — and make agent satisfaction a top priority. Suddenly, customer insights became the golden ticket!”

Contact Center 167

Contact Center Consulting Consulting Coaching 167

ShepHyken

JUNE 26, 2020

She shares research and information on how brands can transition their services to online platforms during COVID-19. Due to coronavirus quarantine and self-isolation, retailers are closing their physical stores and moving their service online. This week we feature an article by Daryna Lishchynska, a Content Manager at BotsCrew.

Customer Service 314

Customer Service Chatbots Sales Management 314

Tethr

AUGUST 13, 2020

At Tethr, we talk to CX and customer service leaders every day who are working to close the gap between their desired customer experience and the actual experience they deliver to their customers. How does Conversation Analyzer work? The combination of J.D.

Customer Experience 128

Customer Experience Benchmark Best practices Big data 128

Lumoa

FEBRUARY 28, 2023

Your customers are sharing their experiences online. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Your customers are a wealth of information on how you can improve your marketing, sales, and customer experience.

Feedback 83

Feedback Surveys Metrics Customer Experience 83

Nicereply

JANUARY 17, 2024

In today’s hyper-connected world, where customers wield more power than ever before, businesses face an unrelenting challenge: customer complaints. Did you know that, on average, dissatisfied customers will share their negative experiences with 9-15 people ? Why solve customer complaints?

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

Real Blue Sky

MAY 31, 2023

The Key to Unveiling Hidden Opportunities and Improving the Customer Experience Have you ever wondered what it’s like for a customer to do business with your brand? Quite simply, customer journey mapping is the journey our customers take when trying to do business with us. But that’s not all!

Journey mapping 96

Journey mapping Airlines Customer Experience Customer centricity 96

SharpenCX

APRIL 7, 2020

How do we all care for our employees, stay afloat, and keep customers happy without the use of a shared office space? How do you keep your team as productive from home? When you’re remote, how do you operate at the same level of service? How can you maintain a healthy culture? That’s a bit of a stretch.

virtual call center 104

virtual call center Call Center Coaching Contact center software 104

SharpenCX

MAY 11, 2021

When contact centers turned on disaster recovery mode last year, it was next to impossible to send agents home with a clear strategy for helping customers. Customer demands heightened as anxiety engulfed the population. Now, it’s time to chart a path forward. Isolation and Engagement. Get The Buyers Guide.

Call Center 67

Call Center Consulting Consulting Contact Center 67

Maru Group

DECEMBER 13, 2022

Consumer Duty raises the bar of regulatory consumer protection in the financial services sector by shifting the regulation paradigm from a process-driven approach to one based on customer outcomes. Consumer understanding outcomes This is a key area as it covers customer communications across the product's lifecycle.

Metrics 84

Metrics Analytics Customer effort Surveys 84

CX Accelerator

APRIL 11, 2018

Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what matters most. The customer suffers as well.

Customer Experience 182

Customer Experience Wireless Journey mapping Coaching 182

JustCall

OCTOBER 25, 2023

You can get invaluable insights into the time and duration of the call, caller location, and more. In fact, data claims that organizations that leverage customer analytics reap unimaginable revenue, sales, and ROI benefits: However, the challenges of leveraging advanced filtering for call tracking are one too many to count.

Interactive Voice Response 52

Interactive Voice Response Contact Center First call resolution Metrics 52

AWS Machine Learning

NOVEMBER 16, 2023

Since 2014, the company has been offering customers its Philips HealthSuite Platform, which orchestrates dozens of AWS services that healthcare and life sciences companies use to improve patient care. In this post, we describe how Philips partnered with AWS to develop AI ToolSuite—a scalable, secure, and compliant ML platform on SageMaker.

Healthcare 92

Healthcare Government Engineering APIs 92

Totango

JUNE 8, 2021

How do you measure engagement rate? From there, we decide which customer journey we put them down. . . There are two components that can contribute to your open rate: how compelling your message is and how interested your audience is in that message. What are some of the strategies you have used to improve open rates?

Journey mapping 117

Journey mapping Marketing Advertising Best practices 117

ProProfs Blog

APRIL 5, 2019

Data is the fuel for the modern marketing machinery; Data has changed how businesses operate. In its data-driven marketing survey in 2015, Gartner reported that companies would migrate towards making their decisions based on quantitative data. Survey data provides context to all the decisions and sentiments of the customers.

Surveys 122

Surveys Upselling Employee engagement Sales 122

PeopleMetrics

MAY 13, 2020

Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. PeopleMetrics’ Employee Experience tools can help managers and executives identify breakdowns in communications, which is especially important today. Conduct a communication audit.

Best practices 116

Best practices Customer centricity Feedback Consulting 116

Lumoa

NOVEMBER 7, 2022

I’ve been self-isolating” would be equally unusual. And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience.

Customer Experience 83

Customer Experience Feedback Surveys Analytics 83

Nicereply

APRIL 6, 2022

In particular, one of the most affected areas by the pandemic is the customer support segment. In this blog, you’ll learn more about the changes in the industry caused by COVID-19 and how you can manage your team better during quarantine. What’s Changed in the Customer Support System? Building brand loyalty through empathy.

Customer Support 98

Customer Support Morale Chatbots Wait times 98

CSM Magazine

SEPTEMBER 8, 2023

Tom Darnell, COO at IRIS Audio Technologies examines the impact of background noise and how the latest technology can help improve agents’ wellbeing. Not only is this a frustrating waste of time for you (the customer), it can also heavily affect a brand’s reputation.

Average Handle Time 59

Average Handle Time Outbound sales Morale Wait times 59

Lumoa

AUGUST 5, 2022

Companies in the retail space have traditionally leveraged indicators like customer sentiment to better understand their target audiences. Companies in the retail space have traditionally leveraged indicators like customer sentiment to better understand their target audiences. First Off, What Exactly Is Going On?

Feedback 83

Feedback Marketing Metrics Benchmark 83

Upstream Works

NOVEMBER 19, 2020

As the pandemic continues and businesses continue shifting focus to accommodate necessary changes, we’ve seen brand new drivers of customer experience (CX) success arise. The below three drivers of CX success will help to keep customer loyalty strong as we move into 2021. Meeting the New Criteria for Customer Experience.

Average Handle Time 78

Average Handle Time Contact Center Upselling contact center solutions 78

ProProfs Blog

JANUARY 23, 2020

If I were to ask you what is customer value, what would you say? How loyal are they to your brand? How much do they spend on your products? Or any profit you reap from your customers? But, there is more to it than just “profits” and many companies fail to see the effort they need to put in to get good customer value.

Customer retention 144

Customer retention Marketing Surveys Customer emotions 144

Lumoa

APRIL 7, 2022

The NPS system was created by Fred Reichheld and his team at Bain & Company and Satmetrix Systems in 2003 to help companies improve their marketing strategies to better serve customers’ needs with real, verifiable data that they could analyze and act on. So, without further ado… Why is NPS important?

Benchmark 83

Benchmark Banking Metrics Surveys 83

Upstream Works

FEBRUARY 17, 2022

Expectations around customer experience (CX) are increasingly being shaped by digital technologies, and customers have generally been adopting them faster than contact centers. This is a leading reason why there’s a growing gap between the service that customers expect and what contact centers are able to deliver.

Contact Center 78

Contact Center contact center solutions Technology CRM 78

CSM Magazine

JUNE 12, 2023

This key performance indicator can also have an impact on customer satisfaction. As a result, understanding the relationship between real estate occupancy rate and customer service is crucial for investors and property managers alike. The real estate industry is known for its volatility and ever-changing dynamics.

Real estate 52

Real estate Customer Service Metrics Feedback 52

Toister Performance Solutions

FEBRUARY 4, 2021

This time it rebooked the very next day. The market is primarily focused on weekend rentals.) We reduced the maximum capacity from eight to six to capture a larger market for smaller groups. The pandemic has shifted travel preferences, with many guests favoring isolated vacation rentals like ours over crowded hotels.

Marketing 131

Marketing Management Customer Service 131

Quiq

AUGUST 24, 2021

Share This Story In 2020, eCommerce grew by a staggering 44% as shopping experiences typically associated with in-store visits rapidly migrated to digital marketplaces. To unlock more online growth & conversions, modern eCommerce and CX leaders must provide their customers with premium support experiences.

Self service 74

Self service Customer Care Upselling Customer Support 74

ProProfs Blog

OCTOBER 16, 2020

Stella is a market researcher at a large corporation and her main priority is providing insightful data for the entire company to use. The UX team uses it for their personas, the marketing team uses it for the adwords campaigns, etc…. Wondering how? In fact, last week’s were abysmal: Survey sent: 400. Survey opened: 180.

Surveys 158

Surveys Construction Personalization Feedback 158

AWS Machine Learning

AUGUST 3, 2023

To optimize time spent in human review and to improve employee productivity, mistakes such as missing digits in phone numbers, missing documents, or addresses without street numbers can be flagged in an automated way. Data classification, extraction, and analysis can be challenging for organizations that deal with volumes of documents.

APIs 75

APIs Banking Enterprise Construction 75

Satrix Solutions

MAY 22, 2020

Around the world, folks are beginning to emerge from isolation protections. The anxiety we feel about what the future holds can overwhelm us, leading to quick business decisions that might permanently damage an organization’s viability by degrading the customer’s experiences. The Benefit of Customer Loyalty in a Down Economy.

Feedback 88

Feedback Sales Surveys Education 88

TechSee

NOVEMBER 11, 2019

billion market by 2024. While in theory, smart devices should be easy to set up – most are wireless and can be remotely connected – in reality, non-technical customers are often insufficiently skilled to set up these products on their own. Susan is late for work for the third time this week.

Technology 138

Technology Self service Wireless Contact Center 138