InMoment XI

OCTOBER 5, 2023

A lot of customer experiences hinge on your contact center’s effectiveness, which is why it’s important to ensure it’s a resource your customers find helpful, professional, and expedient. This frees your call center agents up to deal with more complicated problems while also reducing call volumes, saving your brand both time and money.

Contact Center 364

Contact Center Self Service How To Call Center 364

BlueOcean

SEPTEMBER 17, 2020

But you’re ready to implement and transition into your new outsourced customer care program so you’ve got to buckle up and buckle down. Here are the milestones you can expect along the way of implementing your outsourced customer care program. Building Your Outsourced Customer Care Team. You deserve it.

Customer Care 156

Customer Care Roadmap Training Call Recording 156

BlueOcean

JANUARY 8, 2019

You have to assume that had that customer had a positive experience – both with your product/service and with your customer service team – they would have continued to buy from you and recommend your brand to others. According to research, only 42% of companies are able to accurately measure lifetime customer value.

Lifetime Customer 299

Lifetime Customer Contact Center Poor Customer Service eBook 299

BlueOcean

OCTOBER 6, 2020

Are their values still clearly aligned with your brand? Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. This is what relevant service level metrics look like in today’s customer care center. Are Your Customers Happy?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

BlueOcean

MAY 13, 2021

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. We quickly got used to holding everything and everyone at arm’s length – and for many customers, that included the brands they had once been loyal to. Convenience: First Among Equals.

Loyalty 156

Loyalty Brands Ecommerce Average Handle Time 156

InMoment XI

AUGUST 22, 2022

Here is a quick equation you can use to add up the exact cost of training employees for your brand: Sounds like a lot, right? Retain Customers: 68% of customers will leave because of poor employee attitude. Boost Brand Perception: 70% of customer brand perception is determined by experience with people.

Employee Experience 195

Employee Experience eBook Employee Engagement Call Center 195

Comm100

NOVEMBER 8, 2017

From Priceline to JetBlue, the biggest brands are turning to Twitter, Facebook, and Instagram to resolve customer issues and proactively provide support – and so should you. In this blog post, we’ll break down the habits of the pros and bring you their social media customer care secrets. Monitor Your Competition.

Social Media 162

Social Media Customer Service Marketing eBook 162

InMoment XI

NOVEMBER 2, 2021

Throughout our decades of experience helping the world’s top brands craft memorable, business-powering Experience Improvement (XI) programs, We like to call them the four economic pillars of customer experience (or the four pillars of CX ROI for short). Customer Acquisition Customer Retention Cross-sell & Upsell Cost Reduction. #1:

ROI 195

ROI Customer Retention Infographics eBook 195

Inbenta

NOVEMBER 9, 2021

Covid-19, and the consequences that came from the pandemic only accelerated these customer demands. Consumers expect immediacy, personalized, and flawless interactions with their favorite brands and they expect the same from their banks. Free ebook: Automating Customer Service—A Complete Guide. Get our 14-day free trial.

Chatbots 95

Chatbots Banking Customer Care Self Service 95

Comm100

MAY 10, 2018

Here are the top 7 reasons why complaining customers are your best customers, and what you can do to turn dreaded customer complaints into golden opportunities. Complaining Customers Care. If there is one thing that can be said about complaining customers, it’s that complaining customers care.

Customers 229

Customers eBook Policies Customer Service Training 229

Comm100

DECEMBER 19, 2017

Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team.

Strategy 390

Strategy Customer Experience How To Customer Journeys 390

NetBase

FEBRUARY 18, 2019

If so, it’s good to know how this influencer marketing game really works and our Complete Guide to Influencer Marketing eBook is an excellent place to start! That’s powerful – and probably more so than most brands realize: 88% of consumers trust online recommendations as much as personal recommendations. Are they correct?

eBook 55

eBook Marketing Comparison Analysis 55

BlueOcean

MARCH 31, 2021

This inevitably translates to higher contact volume in the customer care realm. No longer did people have to wait until that 5 ‘o’ clock hour to make that phone call to customer service. But it also made an impact on customer behavior, particularly with self-service customer care. Omni-Channel Patterns.

Omni-Channel 156

Omni-Channel Tourism Self Service Contact Center 156

Comm100

OCTOBER 11, 2017

Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. Here we offer 12 essential tips for live chat operators to communicating effectively, addressing customer issues efficiently, and representing your brand professionally.

Social Media 171

Social Media Customer Service Strategies Customer Service Strategy 171

BlueOcean

FEBRUARY 17, 2022

In the current landscape of customer service , brands must put themselves in the shoes of their end-users to stay competitive and differentiate themselves. The customer experience reigns, and frontline agents must deliver on customer expectations with reliability and consistency. Download Pandemic ebook.

Contact Center 156

Contact Center Customer Care eBook Course 156

Interactions

JULY 29, 2021

Given that 92% of consumers surveyed believed that today’s customer service needs improvement, brands have a big opportunity to make excellent customer service a key differentiator. Brands must look at what customers really want and remove pain points from interactions. Again, customers like speed and convenience.

Customer Care 71

Customer Care Consumers Self Service Poor Customer Service 71

Comm100

APRIL 27, 2020

Routing rules can be applied across channels, saving more customers from two of the most excruciating customer pain-points: getting passed around from agent to agent before connecting with someone who is able to handle their issue, and having to repeat their story over and over again. Customer status. Are they a high-paying VIP?

Omni-Channel 147

Omni-Channel eBook Automotive CRM 147

CX Journey

MARCH 26, 2015

Sprinklr ebook cover Feeling like you need some guidance with your CX Journey? I''m excited to share details about a new ebook for which I wrote a chapter. The book was compiled by Sprinklr , and it''s aptly titled, The Survival Guide to Customer Experience. Through successful customer experience management.

Customer Experience 80

Customer Experience eBook Social Media Customer Experience Management 80

Comm100

MAY 11, 2020

Customers are digital-first and expect brands to be too. The vast majority of today’s customers are digital-first. To cater to this, brands have to offer a range of digital channels to these customers, including live chat, email, social media and SMS. Customers hate being passed between agents. The wrap-up.

Omni-Channel 147

Omni-Channel Multi-Channel Knowledge Base Chatbots 147

Interactions

MARCH 11, 2022

From customer experience and customer journey, to customer service and customer care, are they all talking about the same thing? Looking at the big picture, we know that all these terms have something to do with the relationship between a business and their customers. Customer service/customer support.

Customer Experience 106

Customer Experience Customer Service Customer Journeys eBook 106

Comm100

MAY 11, 2020

Customers are digital-first and expect brands to be too . The vast majority of today’s customers are digital-first. To cater to this, brands have to offer a range of digital channels to these customers, including live chat, email, social media and SMS. Customers hate being passed between agents .

Omni-Channel 130

Omni-Channel Multi-Channel Knowledge Base Chatbots 130

Comm100

JUNE 5, 2018

During customer calls, AI can be used to determine the nature of an incoming call and pass it to a different channel. This can include routing a call to a customer care agent or a chatbot. A customer-facing AI, for example a chatbot, can build your brand image by engaging customers on live chat, or even through messaging apps.

Contact Center 170

Contact Center Call Center Self Service Chatbots 170

ShepHyken

NOVEMBER 13, 2023

Surgeon General says loneliness is an epidemic sweeping the nation, and believe it or not, customer communities can help. My Comment: This is an excellent article using CX to enhance your brand. Two of my favorite suggestions from the article are to create a brand promise (and keep it) and to focus on consistency.

eBook 62

eBook Customer Service Tips Survey 62

ShepHyken

OCTOBER 21, 2019

CustomerGauge) In our latest eBook, we asked some of the top CX experts and influencers to discuss how B2B companies they’ve worked with have revolutionized their customer experience. My Comment: Let’s kick off this week’s Top Five roundup with an eBook that was just released. Why Focus On Customer Experience?

Customer Service 79

Customer Service eBook B2B CRM 79

Qualtrics

APRIL 27, 2020

Customer Care Managers are used to dealing with regular surges in demand. Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain the customer experience. Future of Customer Experience, PwC 1.

Customer Care 36

Customer Care Self Service Chatbots Airlines 36

Interactions

MAY 28, 2020

We have some thoughts: Leading with empathy and care – starting from your employees. If customer experience surpassed brand and product in terms of importance to buyers in the past decade, empathy and care is certainly going to be the theme of the next few years. Walking in your customers’ shoes.

Customer Journeys 83

Customer Journeys Self Service Strategy Multi-Channel 83

GetFeedback

FEBRUARY 15, 2019

They’ve either signed up for your trial, downloaded a white paper or ebook, or possibly just visited your website. This gives you a sense of public brand perception —the first impression your company is sending after initial engagement. Prospects are interacting with your website, trial, onboarding materials, and inside sales team.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

Interactions

SEPTEMBER 10, 2020

Bedrock brands with storied histories like Brooks Brothers, J.C. After all, online commerce and at-home delivery has been an emerging part of retail shopping since the days when Jeff Bezos was managing a small eBook store in the Seattle suburbs in the mid-90s. This is not a temporary phenomenon.

Retail 71

Retail Consumers eBook Customer Care 71

Interactions

SEPTEMBER 5, 2019

The demand for Conversational AI technology in customer care is high, and so the question becomes how to implement the right solution. Building your own solution allows the application to be highly customized to your brand and business requirements. To build or to buy?

Customer Care 69

Customer Care eBook Innovation Technology 69

Interactions

JUNE 25, 2020

Mind you, most of these brands have strived for this level of digital transformation for years. The pandemic revealed and tested ‘digital readiness’ of various brands. The brands who had the right online infrastructure to support this thrived, while others scrambled. . So where should brands start?

Self Service 71

Self Service Virtual Agent Customer Journeys Contact Center 71

Interactions

JANUARY 16, 2019

With a new year upon us, we’re looking forward to all of the exciting things Intelligent Virtual Assistants can bring to the customer care table. We wrapped up 2018 with a look back at the year’s biggest customer care trends , and we’re excited to see what 2019 has in store for the technology industry.

Trends 59

Trends Chatbots Omni-Channel Customer Care 59

ShepHyken

DECEMBER 5, 2022

With customer complaints being higher than ever – across many industries – it’s more important than ever not just to take care of the complaint but to find ways to keep it from happening again. 3 Ways to Build Fierce Brand Loyalty by Sue Bevan Baggott and Jennifer Scheehle. Do you care about something your customer cares about?

Customer Service 74

Customer Service Hospitality e-support eBook 74

Interactions

AUGUST 29, 2022

And while some companies are certainly still using automated systems from the dark ages, forward-thinking brands have taken advantage of advancements in technology for big steps forward in customer experience self-service. . The bar for customer service has been raised and those who don’t catch up will become obsolete. .

Virtual Agent 62

Virtual Agent Self Service eBook Report 62

Feedbackly

OCTOBER 13, 2022

EVI® is a CX metric designed to measure customers’ emotional experience with the brand. It is a KPI that helps you track, measure, and analyze how customers feel about your business and understand its impact. Here’s how you can use EVI® to keep track of customer emotions at different stages in the customer journey.

Customer Journeys 64

Customer Journeys Measurement NPS eBook 64

Interactions

JULY 7, 2022

According to an article in the Wall Street Journal , “The average number of live job openings in call, contact and customer care centers advertised on Ziprecruiter.com in February was more than double that of the average the year earlier before the pandemic, according to the recruitment platform.”.

Virtual Agent 62

Virtual Agent Contact Center eBook Advertising 62

Stella Connect

JUNE 15, 2017

How well have mystery shopping companies (aka secret shopper companies) served your brand in the past? Most retail brands embrace the concept of mystery shopping. Where are the breakthrough opportunities for brand distinction? It’s easy to understand why some brands have lost faith or interest in mystery shopping.

ROI 40

ROI Measurement Brands Omni-Channel 40

Interactions

APRIL 16, 2020

Unexpected volume means that agents are not only overwhelmed and inundated with repetitive tasks, but customers are also unbelievably frustrated with subpar support driven by long queues and poor service. Brands are posed with the difficult task of handling the unexpected without detracting from customer’s experience. .

Self Service 71

Self Service Contact Center eBook Leadership 71