Fonolo

MAY 16, 2019

Customer service is often not seen as the effective marketing tool that it is. It’s no surprise: on the surface, the two departments and their goals seem distinct from one another: Marketing is all about customer acquisition (or, attracting new customers), while customer service is all about customer retention.

Marketing 124

Marketing Customer Service Advertising Customer retention 124

C3Centricity

OCTOBER 7, 2020

Offer them incredible products and services that solve their problems and fulfil their needs and desires. Then when you have converted them into customers, continue to keep them satisfied and give them something to talk about by surprising them too. I realise that only too well in my own service offerings. It’s simple.

Marketing 77

Marketing Airlines Benchmark Advertising 77

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Nicereply

MARCH 14, 2023

Every customer support manager has a busy life. But when you’re fighting product fires , helping customers, and managing a team, you can’t afford to waste time on unhelpful books. From strategic plans, to presentations, to customer emails, to training material for their team—the writing never ends. Books on business acumen 3.

Management 98

Management Call Center Metrics Entertainment 98

Fonolo

AUGUST 25, 2020

Understanding and managing customer perception should be a priority for businesses today. There are many ways you can listen and learn how customers perceive your brand, but the easiest way is to simply ask them! What’s the point of your customer perception survey? How to Manage Customer Perception: A Complete Guide.

Surveys 119

Surveys Brand ambassadors Feedback Best practices 119

360Connext

MAY 24, 2017

There’s a part of your customer journey that is most likely inconsistent. Going from one hotel front desk to the next or calling different customer service reps can have very different outcomes. Sometimes calling the same customer service rep on a different day means having a completely different experience!

Consulting 63

Consulting Consulting Customer Experience Customer Service 63

Comm100

NOVEMBER 8, 2017

When 67% of consumers turn to social media for customer service support, and 87% of customers indicate that these interactions positively impact their buying decisions, integrating social media into your customer service support strategy becomes a no-brainer. Click here to download the full ebook.

Marketing 47

Marketing Customer Service Customer Care Customer Support 47

ProProfs Blog

DECEMBER 28, 2020

If you’ve heard such customer concerns lately, then it means they’ve been through a bad customer service experience with your brand. It’s not like you wanted this, but let’s face it that your customers may come up with such complaints even in the future. What are Customer Complaints? I haven’t heard a darn thing!”.

First call resolution 141

First call resolution Customer Support Feedback Personalization 141

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Lumoa

FEBRUARY 20, 2018

Customer experience plays an important, if not the most important role in success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. Why do you need Customer Experience Management? customer churn and retention, higher advocacy and finally revenue.

Customer Experience 150

Customer Experience Customer centricity Feedback Metrics 150

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

AskNicely

FEBRUARY 27, 2015

Managing customer feedback surveys. After all that effort, at least you know there’ll some valuable debate about the results and the team will be busting with enthusiasm to kick into action to improve the customer experience! Here’s a job I hate. Don’t get me wrong – it’s incredibly important.

Surveys 60

Surveys Feedback Marketing Personalization 60

ThriveableBiz

AUGUST 31, 2021

And all of them think they can just advertise their service, stick a sign on the front gate and business will flock in. If you put more energy into the planning of your new small business, you’re less likely to fail. So, learn from those before you, so you don’t make the same mistakes. No need to conduct market research of any type.

Marketing 52

Marketing Advertising Accountability Feedback 52

CustomerSuccessBox

JUNE 13, 2019

A few months ago, we hosted a customer success meetup in Bangalore where several Customer Success Leaders shared their learnings and insights. For this discussion, we had an expert panel comprising of: Nimesh Mathur (Director of Customer Success, Pluralsight ). Manager – Customer Success, Synup ).

SaaS 45

SaaS Sales Customer Support Upselling 45

Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. It goes without saying that this is an incredibly complex undertaking, particularly in large organizations with thousands of call center agents having many thousands of interactions with consumers every day.

Call Center 140

Call Center call center software outsourcing Coaching 140

Comm100

SEPTEMBER 22, 2016

Sometimes we learn important customer service skills through training, or through years of hard-earned experience. But we still want you to be able to take advantage of the books that can transform your current customer support operations. Customer Experience 3.0: ” – Charles W. Goodman.

Customer Service 70

Customer Service Gamification Consulting Consulting 70

Amity

OCTOBER 31, 2016

Amity sat down with Sam Brennand , VP, Customer Success at Uberflip, to discuss Uberflip's company-wide culture of Customer Success, the growth and segmentation of his team, and the ways in which they consistently create value for their customers. I’m the VP, Customer Success here at Uberflip.

Coaching 0

Coaching Engineering Upselling Marketing 0

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. That’s where customer retention comes in.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

CrazyCall

AUGUST 16, 2019

We’re living in such a fast-paced environment that we strive to consume information in as low-friction way as possible. And podcasts are the answer. The same goes for salespeople. I know you strive to get better, beat the competition and get to that next level in your career. One way to expand your knowledge is to listen to the best sales podcasts.

Sales 115

Sales B2B Coaching Personalization 115

Kayako

JANUARY 5, 2017

“In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. They can easily search for a better alternative to your product or service.

Omni-channel support 38

Omni-channel support Customer Service Customer Experience Multi-channel support 38

Russel Lolacher

JUNE 27, 2022

Wow, that’s a great introduction, Russel. In this episode of Relationships at Work, Russel chats with multi-time best selling author, researcher and international Hall of Fame speaker Eric Chester on the ingredients to an on fire workplace culture that solves the employee retention problem. Youtube Channel. PLAY AND SUBSCRIBE.

Real estate 52

Real estate Personalization Management Scripts 52

Russel Lolacher

SEPTEMBER 27, 2022

He helped build their high performing support team from 3 to 30, leading that team for the last 7 years, and he also moved to his current position at the beginning of 2020 as the COVID pandemic begun so learning how to lead right from the start of a pandemic… fun times. Connect with Reagan on his platforms: Linkedin. PLAY AND SUBSCRIBE.

Personalization 52

Personalization Feedback Coaching Employee engagement 52

Vistio

JULY 11, 2022

And for about six and a half years I was on the BPO or Business Process Outsourcing team with a particular focus on customer contact and really enjoyed that outside of Boston and went to Stream Global Services for a short time. Listen to the full podcast here: Welcome, welcome. Today we have on the pod with us, Stephen Loynd.

Technology 52

Technology Self service Contact Center Analytics 52