InMoment XI

AUGUST 2, 2023

In this blog, we have listed NPS best practices that will help you shape the course of your organisation into becoming a leader in customer satisfaction. NPS Best Practices Tip #1: Listen To Your Customers Understanding your customers is paramount in shaping your business strategy. Take The Lead!

NPS 195

NPS Customer Centricity Automotive Culture 195

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Download Now. Set Clear Objectives.

Strategy 392

Strategy Customer Experience How To Customer Journeys 392

Comm100

SEPTEMBER 6, 2022

In order to do this, it is important that you hire live chat agents who are professional and all about ensuring customer satisfaction. But exactly how many live chat agents do you need to hire to provide the happily-ever-after customer service that you dream of? So how many chats should each agent take on at once? Click here.

Guidelines 246

Guidelines Customer Satisfaction Report Average Handle Time 246

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

MAY 20, 2022

Thanks to its speed and convenience, live chat software empowers agents to provide the type and quality of support that today’s consumers need, all while: Reducing operational costs Improving efficiency Increasing availability Building stronger connections and Improving customer satisfaction (CSAT). Download the report.

Software 242

Software Wait Times Multi-Channel Consumers 242

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. Well-trained operators mean better customer satisfaction. Download Free. Download Now. --> Why Do I Need a Jointly-Owned Social Media Support Strategy?

Social Media 172

Social Media Customer Service Strategies Customer Service Strategy 172

Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Download Now. Customer Experience Metrics.

Customer Experience 334

Customer Experience Strategy How To Effort Score 334

Comm100

SEPTEMBER 20, 2018

Customer care is an integral part of any successful business. After all, potential or loyal customers will often engage with customer care teams to inquire about a product or ask for help regarding specific issues that they may be facing. Free Download] The Guide to Becoming a Top Performing Live Chat Agent.

Technology 133

Technology How To Chatbots Self Service 133

Comm100

DECEMBER 11, 2017

It is no surprise that customer experience ranks highly. Studies have shown that companies that follow through with customer experience strategies achieve increased revenue, higher customer satisfaction rates and fewer complaints in general. Here are 10 first steps to improve your customer experience. Download Now.

Customer Experience 153

Customer Experience Social Media Self Service Multi-Channel 153

Oracle

NOVEMBER 10, 2020

Trend of the week: Customer care is the new marketing. This could really be the trend of the year given the ways in which brands are dealing with service changes during COVID-19 while trying to retain customers. .” “The more you know about your customer, the better you can serve them,” he says.

Customer Care 78

Customer Care Customer Experience Retail Brands 78

Comm100

SEPTEMBER 20, 2018

Customer care is an integral part of any successful business. After all, potential or loyal customers will often engage with customer care teams to inquire about a product or ask for help regarding specific issues that they may be facing. Free Download] The Guide to Becoming a Top Performing Live Chat Agent.

Technology 124

Technology How To Chatbots Self Service 124

TechSee

AUGUST 28, 2018

AI technologies have successfully transformed customer care, using smart automation to provide win-win solutions for both customers and agents. These technologies empower agents with automation capabilities, allowing them to enhance their customer care reach. Customer Self-Service for convenience.

Self Service 95

Self Service Customer Service Infographics Contact Center 95

DCX

OCTOBER 13, 2024

T-Mobile and OpenAI Aim to Redefine Customer Experience T-Mobile and OpenAI are teaming up to launch IntentCX , an AI-decisioning platform that will reshape how businesses handle customer care. ” - Jimmy, CX Leader, Google Get 30 day free trial Turn Your Colleagues into Customer Champions: Download the Free Guide Today.

Video 52

Video Customer Centricity Roadmap Course 52

Hallmark Business Connections

MAY 27, 2021

If employees are given a chance to repeatedly act in an empathetic manner, your chances of achieving a differentiated customer experience increase dramatically. Our Customer Care Solution gives employees a tangible way to care about the people they talk to every day with a Hallmark card and in doing so, feel even better about their work.

Video 92

Video Connections Customer Care Employee Engagement 92

TechSee

MAY 29, 2018

If you follow the link at the end of each paragraph, you can download the complete guide for each of the KPIs, including an in-depth analysis, tips and real statistics about the impact visual engagement has on each of them. Customer Service KPI #1 – NPS (Net Promoter Score). Visual engagement is the way of the future.

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

Customer Bliss

JULY 24, 2018

He adds that the more compassionate the workplace, “the higher the performance in profitability, productivity, customer satisfaction and employee engagement.”. Profitability, productivity, customer and employee engagement all on the rise?

Employee Engagement 161

Employee Engagement Tips Customer Satisfaction Conference 161

Thematic

APRIL 21, 2025

A customer service feedback loop zeroes in on support touchpoints—the goal is to fix process issues, improve training, and enhance customer care based on the feedback you receive from customers. If you introduce training or process changes, watch CSAT trends to see if satisfaction rises. You measure it.

Feedback 62

Feedback Customer Service Effort Score Net Promoter Score 62

TechSee

MARCH 6, 2018

Customer care costs are increasing, agent turnover is growing and customer churn is at its peak. What can they do to increase agent productivity and keep customers happy? With conversational platforms, he enables customers to speak with chatbots and IVR. This contact center needs help fast! How does he do it?

Contact Center 84

Contact Center Chatbots Customer Care Financial 84

COPC

JUNE 22, 2017

See below or download as a PDF here. The post Infographic: Retail Customer Care and Brand Loyalty Insights appeared first on COPC Inc. The 37-page report is packed with more than 50 findings. We created an infographic to present some highlights from the report.

Infographics 40

Infographics Customer Care Retail Loyalty 40

GetFeedback

FEBRUARY 15, 2019

The customer lifecycle has been written about plenty, but when it comes to NPS segments, we suggest focusing on these 5 key groups. They’ve either signed up for your trial, downloaded a white paper or ebook, or possibly just visited your website. This interaction helps the company dig deeper into the customer’s situation.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

Lumoa

MARCH 12, 2023

Improving your customer experience always pays off for your business. Most companies have a good gut feeling about the top issues customers care about, but it’s hard to quantify and prioritize those issues. A CX platform offers: Improved customer engagement. That’s why a CX platform can make all the difference.

Customer Experience 195

Customer Experience Customer Journeys NPS Analytics 195

Comm100

DECEMBER 1, 2017

Agents that are happier can better care for customers, inspiring loyalty through quality service. Fulfilled agents also have a lower turnover rate (a common industry problem that saps companies’ precious time, resources, and affects customer care). Other key investments include the good old customer feedback survey.

Contact Center 145

Contact Center Report Customer Journeys Customer Centricity 145

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

Qualtrics

JUNE 11, 2019

Companies like Adobe and Buffer are known for their social customer care. Start today so you can save money, gain insights, and ultimately make your customers happy. Free Customer Satisfaction Survey Template. Download Survey Template. Shoot for the (five) stars. Want to see more of her latest work?

Customer Satisfaction 35

Customer Satisfaction Feedback Social Media Customer Retention 35

Comm100

AUGUST 11, 2016

An enthusiasm for communication will make you that much better at achieving customer satisfaction. Being a resourceful operator means you have the ability to take a dissatisfied and angry customer, and turn him into a lifelong, loyal fan. What customer care skills have best served you as an operator? Download Now.

Customer Service 100

Customer Service Multi-Channel e-support Customer Service Representative 100

Guavus

JULY 10, 2018

This great flood of data brings great opportunity but also the likelihood of traffic congestion, poor download speeds, jittery streaming movies and songs, and the ultimate horror: glitchy video games. Traditional Customer Care Ops Systems Lack a Wholistic View. Transform Customer Care Ops.

Analytics 57

Analytics Customer Experience Net Promoter Score Wireless 57

DCX

JANUARY 28, 2025

Here are a few reasons things might not click: You’re Focused on the Wrong Thing: Your team prioritizes speed and convenience, but customers care more about feeling heard and valued. Prompt 2: "What longer-term initiatives could transform our customer satisfaction and retention?

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

Interactions

JULY 9, 2020

Automated customer service has been identified as the number one use case for AI-enabled digital transformation by leading analysts like Tractica and IDC. This improved experience can lead to happier agents and help reduce agent churn which can have a direct impact on the quality of your customer care. .

Contact Center 71

Contact Center eBook Training Communication 71

Service Untitled

JUNE 15, 2010

Employees recommend us to prospective customers; they are commonly at the front lines, and the success of most organizations are based on employee loyalty and dedication. From self-awareness, employees can nurture customer satisfaction. As a customer care trainer, I realize the importance of stressing employee satisfaction.

Policies 46

Policies Customer Satisfaction Loyalty Customer Retention 46

CSM Magazine

SEPTEMBER 16, 2022

For customer care teams, a new McKinsey report paints a stark reality. With app-free visual support software, agents can efficiently diagnose customer concerns at scale. Here’s how the tech works: From their smartphone or tablet, a customer taps a link to video-call an agent – no app download needed.

Telecommunications 52

Telecommunications Video Customer Care Customers 52

Qualtrics

OCTOBER 29, 2019

Here are 7 ways to drive customer satisfaction with employee coaching: Make feedback part of the entire employee journey. That includes everything from recruiting, selection, hiring, onboarding to ongoing retention (just as you would for your customer’s journey and moments that matter). Download Ebook.

Customer Satisfaction 22

Customer Satisfaction How To eBook Voice of Customer 22

Playvox

FEBRUARY 29, 2024

Unless you’ve been under a proverbial rock, you’ve heard and seen a massive amount of change in customer service — particularly in the past year. Many are pronouncing that there is no greater revolution in customer care than what’s happening right now.

Customer Service 79

Customer Service Contact Center Chatbots Call Center 79

Tricia Morris

AUGUST 11, 2015

In a new Government Business Council Report titled The Path to Customer-Centric Service , 67% of surveyed federal managers say their organization’s service is on par with that of the private sector. But, according to leading consumer surveys, customer satisfaction ranks near the bottom of a cross-industry comparison. Click here.

Government 40

Government Customer Service Self Service Customer Centricity 40

Service Untitled

AUGUST 26, 2010

This was an interview I was excited a lot about because I’ve written about American Express a number of times and in pretty much any customer satisfaction or customer service ranking, American Express makes the list. Question: Is the Fort Lauderdale call center the main American Express customer service center?

Customer Care 42

Customer Care Call Center Customer Satisfaction Training 42

NetBase

OCTOBER 5, 2018

Customer Satisfaction Tops the Priority List. The CX professionals we surveyed – who self-identify as marketing managers, creative directors, data managers, SVPs of marketing, and more – largely noted “improve customer satisfaction” as their top goal. So, download the NetBase 2018 Consumer Experience Analytics Report now.

Omni-Channel 45

Omni-Channel Analytics Report Consumers 45

Thematic

DECEMBER 12, 2022

Here are some examples of customer taxonomies we’ve seen: Use case 1. Goal: Understand drivers of customer satisfaction A simple taxonomy with generic themes like “pricing” and “customer service” might be good enough. Click on the image below to download. Use case 3.

Feedback 71

Feedback How To B2C Fashion 71

Service Untitled

JULY 7, 2010

By helping employees understand spending behaviors and customer reasons for calling, an immediate emotional and loyalty connection can be made when a customer calls to perhaps report a change of address. If the customer is a high value consumer, a customer care professional may send out a Home Depot gift card.

Customer relationships 43

Customer relationships Hospitality Social Media Exercises 43