ShepHyken

OCTOBER 11, 2021

I have added my comment about each article and would like to hear what you think too. The topics covered include quick response times, providing self-service options, different ways customers can communicate with you (phone, email, chat, text, etc.), 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan.

Customer Service 186

Customer Service First call resolution Self service Customer Experience 186

Playvox

JULY 12, 2022

You tried assigning her to live chat, but she earned poor CSAT scores, so you moved her to email. You choose one of her recent email responses to a customer and settle in with your QA scorecard to see how well she did. . Related Article: 11 Customer Service Skills You Should Be Hiring For. Writing Well is Difficult.

Coaching 78

Coaching Contact Center Feedback CRM 78

C3Centricity

SEPTEMBER 17, 2018

How Can You Provide Better Services For Your Client? The answer is actually in the question itself if you look closely. You’d be amazed how many brands are not competing in the category in which they think they are. Let me give you some examples. Are you sure about yours?

Airlines 75

Airlines Marketing Personalization 75

C Space

DECEMBER 2, 2021

Of course, competition can still come from other categories that can address similar customer needs or “jobs to be done.” But it may also come from categories that compete for the same customer resources, such as money and time. The Silk Roads were once the most important trade routes in the world.

Airlines 52

Airlines Entertainment Construction Government 52

Fonolo

JULY 5, 2023

Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible. Customer perception describes the way your customers think and feel about your company. Just make sure you fix your mistakes! What is Customer Perception?

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Playvox

FEBRUARY 27, 2024

How do you keep your best employees engaged, motivated, and empowered? fall into the “engaged” category. Do you have the right strategies, processes, and tools in place to make your agents high performing and motivated to create an engaged workforce? In a buyer’s market, what is the future of workforce engagement?

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

CSM Magazine

JANUARY 19, 2023

Contact centres are giant candy stores full of rich, tempting data but how do you choose and where do you begin? There are several steps you can take to manage the gold mine of sweets, well, data coming in and out of the contact centre: 1. I remember the good old days when sweet shops existed on every street.

Coaching 52

Coaching Chatbots Analytics Customer centricity 52

Playvox

JANUARY 30, 2024

fall in the “engaged” category. It involves adding elements of games (think of the best video games or apps) to non-game activities such as working and delivering customer support. It involves adding elements of games (think of the best video games or apps) to non-game activities such as working and delivering customer support.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Peter Lavers

OCTOBER 19, 2017

Market segmentation can be completely anonymous, merely referring to categories of product or types/personas of customers rather than any individuals. The basic objectives of segmentation are not rocket science – better targeting and/or better service – and yet the means of achieving these seem to be becoming ever-more complex.

Analytics 173

Analytics CRM Big data Marketing 173

Beyond Philosophy

JUNE 1, 2015

In another well-documented example, a retailer has used its loyalty program data to identify future mothers before other chains, thus targeting offers to capture both their regular spend and new category purchases as buying habits evolve. Key among these are: Integrate Loyalty Into the Full Experience. Build Partnerships. In the U.K.,

Airlines 210

Airlines Entertainment Consulting Consulting 210

C3Centricity

SEPTEMBER 14, 2020

Denyse Drummond-Dunn · Is the future of retail in the stars? Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. Will the future of retail be without physical outlets? I remember having a very interesting discussion with a new client a couple of years ago on exactly this topic.

Transportation 77

Transportation Finance Sales Banking 77

ChurnZero

OCTOBER 5, 2022

While it may be tempting to resort to Hail Mary tactics (such as deferred payments and discounts) to reduce churn, you must instead focus on sustainable and scalable retention strategies. The solution: a robust customer health scoring program , one of the core competencies in Valuize’s ValueXperience framework.

Metrics 94

Metrics B2B Education Accountability 94

Andrew Mcfarland

MARCH 24, 2023

A powerful method to help you understand your business’s strengths, weaknesses, opportunities, and threats is a SWOT analysis. Simply put, it is a method that can help you evaluate the current situation by looking at external and internal factors. When and why should you conduct a SWOT analysis? What is a SWOT analysis?

Government 48

Government Marketing Management Technology 48

Peter Lavers

NOVEMBER 16, 2017

This change has been complemented by the move to purely digital products in some categories e.g. music downloads, ebooks / enewspapers / emagazines, movie streaming, SaaS. These terms have effectively amalgamated since we started to become “multi channel”. The key point is that the website (a communications medium) also became the channel.

Customer centricity 183

Customer centricity Automotive Finance Marketing 183

CSM Magazine

FEBRUARY 23, 2022

As a small business, it would be fair to say that you’re up against it. It’s not just about chasing the big companies due lengthy payments or competing with lower economies of scale. It can go significantly further than this and touch all areas of your business – with your employees firmly grouped in this category.

52

52

C3Centricity

APRIL 29, 2020

Customers will always need to see and try before they buy in numerous categories. So are retail outlets really essential for every category? However, with the move of most major supermarket chains to offer online stores too, plus a few successful online only stores, such as Amazon in the US and Ocado in the U.K. Source: USA Today.

Transportation 71

Transportation Finance Banking Wait times 71

ijgolding

AUGUST 9, 2017

In other words, they ‘understand’ what CX is, but do not necessarily think that there is anything that they or their organisation need to do to continuously improve the way they manage CX and educate their people in INTENTIONALLY improving it. Communication. Collaboration. Influencing skills. Relationship skills.

Customer Experience 90

Customer Experience Customer centricity Education Accountability 90

Integrity Solutions

AUGUST 24, 2022

If you’ve implemented sales training this year, you’re not alone. From newbies to old pros, everyone is realizing there’s always more to learn if you want to be able to adapt and succeed in today’s environment. Several thousand dollars per salesperson is spent annually.

Sales 85

Sales Coaching Calibration B2B 85

ProProfs Blog

OCTOBER 30, 2021

Fortunately, there are many steps you can take to understand your customers’ user experience better and rectify issues, if any. Apart from this, you can conduct regular user experience surveys to take the pulse of your software or website users. UX surveys are only as good as the questions you ask your participants.

Surveys 139

Surveys Best practices Construction Analytics 139

JustCall

DECEMBER 23, 2022

If you are struggling with quality issues when using VoIP, it might be time to get it checked. Irrespective of your internet speed and quality, you may experience voice quality issues. Your Go-To Guide for QoS VoIP. Let’s get going. What does QoS VoIP mean? What are the key pros and cons of QoS VoIP? QoS VoIP Best Practices.

voip 52

voip Benchmark Best practices Metrics 52

Maru Group

FEBRUARY 15, 2021

With all the buzz around meal kits in a time of increased at-home cooking, and with so little known about how consumers feel, behave, and think about meal kits, we explored some current trends and sentiments toward the meal kit space. By 2019, the North American market for meal kits had slowly but steadily grown to an estimated 1.7

Construction 80

Construction Marketing Education Surveys 80

Callminer

MAY 11, 2020

Download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition , to learn more about how interaction analytics can help you create a positive company culture and better support your employees to reduce attrition. It’s important that you sympathize with them and let them vent their frustrations.

Management 273

Management Customer Experience Customer Service Coaching 273

C Space

APRIL 28, 2021

How would you define the Twitch brand today, in a word or a sentence? I think the way we describe ourselves in a word is “community. You have creators and fans who come together because they share a passion, sometimes gaming, others eSports, others cooking, and, increasingly, some just chatting. How have you done it?

Entertainment 52

Entertainment Personalization 52

ProProfs Blog

DECEMBER 25, 2019

However, did you know that there’s a sharp line of difference between the help desk and technical support ? You Must Be Thinking, What Is Tech Support Then? Often, we use the term “help desk” to refer to all kinds of customer assistance services, including technical issues as well. Different Goals.

Technical Support 97

Technical Support Customer Support Customer centricity Technology 97

Eptica

DECEMBER 12, 2018

Author: Pauline Ashenden - Marketing Manager All businesses are focusing on digital transformation as they endeavor to become more agile and fast-moving, embracing digital channels to compete against new entrants in changing markets. Against this backdrop, how can you ensure that digital transformation of CX actually delivers?

Best practices 65

Best practices Marketing Chatbots Self service 65

Lumoa

JANUARY 24, 2024

Have you ever traveled to a country where you didn’t speak the language? If you have, you must know how exhausting it can be to get help with the simplest of requests. CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Analytics 83

Analytics Feedback Metrics Surveys 83

ProProfs Blog

JANUARY 30, 2020

Well, that’s exactly why you need to focus on engaging with your customers regularly. In this blog, we aim to collate various customer engagement statistics in one place that will give you an idea about various aspects of engagement with customers. This allows you to keep customers engaged with the brand and also boosts brand loyalty.

B2B 204

B2B Banking Personalization Employee engagement 204

C3Centricity

JUNE 5, 2019

Almost all brands use their own brand image data in a very basic way, but there is so much more that can be done with the information, even without harnessing AI to do it for you! However, what is even more important is how you analyse the data once you have it. This is exactly what happened to me last month. Business Growth.

Advertising 63

Advertising Metrics Marketing Customer centricity 63

Lumoa

AUGUST 23, 2021

Just like receiving a text message on your phone, tone allows for interpretation but being able to see facial expressions and read body language can relay a sense of competency and trust among customers. Before we begin, we’d like to acknowledge the reality that COVID-19 is still an active pandemic. What have we learned during COVID?

Customer Experience 94

Customer Experience Analytics Surveys Customer retention 94

GetFeedback

MARCH 20, 2019

You do this by gathering and analyzing customer insights and identifying trends and strategies to improve customer experience. This becomes even more problematic when you consider that poor customer experience is costing U.S. And in two years time, 81% say they expect to be competing mostly or completely on the basis of CX.

Customer centricity 84

Customer centricity Feedback Surveys Advertising 84

CSM Magazine

NOVEMBER 29, 2017

McKinsey tells us this is the wrong way to think in today’s highly competitive and commoditized world. Where a customer might have had 2 or 3 companies to choose from in the 90’s and early 2000’s, today they might have close to 50 in that same category. Most likely to a point of going out of business.

B2C 58

B2C B2B Customer Experience Sales 58

ProProfs Blog

APRIL 21, 2020

You are reading this blog because you think feedback is important, don’t you? Indeed, after knowing that about 91% of customers don’t complain after a bad customer experience but simply move on to your competitor’s product or service, you can become eager to know what’s on their mind. Well, your search ends here.

Surveys 120

Surveys Customer Support Feedback Advertising 120

TeleDirect

JULY 1, 2021

Whether you run a small non-profit that needs help with handling calls or part of a large multi-national corporation looking to enhance overall customer communication, the end goal is similar: finding a solution that meets and exceeds your most pressing needs. You have tons of questions – and TeleDirect has all the answers!

Call Center 62

Call Center Upselling Healthcare outsourcing 62

JivoChat

OCTOBER 6, 2020

So, if holiday shopping will be different for these people, then how do you adapt to those changes? Well, to know when that happens, you need to monitor your competitors. The thing is, store-wide discounts can easily get you in this situation when you don’t have pricing intelligence. Track competitors.

Sales 52

Sales Engineering Personalization Marketing 52

inmoment

JUNE 1, 2020

Brands are not competing over who has the best price or product, but on kindness. In the wake of COVID-19, the role of customer experience is at a crucial tipping point. Many organisations are asking, is CX a non-essential business function that gets cut when budgets are trimmed? Customer Feedback is Crucial in the Empathy Economy .

Customer Experience 69

Customer Experience Surveys Analytics Feedback 69

Maru Group

JUNE 2, 2022

They may be undercut by the platform and forced to compete with competitors on price, resulting in decreased margins. Consumers over 35 want an e-commerce platform that is vested in them now and in the long term. New homeowner, Olga, found the perfect sofa bed on the website of a furniture and home décor company.

outsourcing 83

outsourcing Marketing Personalization Feedback 83

C3Centricity

MARCH 18, 2020

Well, as you yourself know, marketing IS fun, but it’s also a lot of hard work, often close to 24/7 on some occasions. If you work in marketing, you already know the 5Ps – people, place, product, price and promotion. If you can’t give all these details about your customers, then you’re in serious trouble.

Marketing 62

Marketing Advertising Sales Finance 62