InMoment XI

NOVEMBER 2, 2021

Truly customer-centric companies can easily reach and maintain these percentages. For example, America’s largest cable and home internet provider leverages VoC technology in their regional customer care centers (and are able to prove millions in CX ROI).

ROI 195

ROI Customer Retention Infographics eBook 195

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. Download Now.

Omni-Channel 147

Omni-Channel eBook Automotive CRM 147

Comm100

DECEMBER 14, 2017

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Well, the customer experience is a key ingredient to getting new business and maintaining customer loyalty.

Customer Experience 334

Customer Experience Strategy How To Effort Score 334

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 172

Social Media Customer Service Strategies Customer Service Strategy 172

GetFeedback

FEBRUARY 15, 2019

Interested in learning more about your customers so you can improve products, enhance customer experience , and ultimately drive growth? Net Promoter Score is a trusted measure of customer loyalty. It can help companies understand their audiences by quantifying customer sentiment toward products and services.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

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. Does it even matter what it’s called.

Customer Experience 106

Customer Experience Customer Service Customer Journeys eBook 106

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business.

Customer Service 75

Customer Service Hospitality e-support eBook 75

Interactions

MAY 28, 2020

How did they treat their customers during the pandemic? Did they offer any out-of-the-box solutions for sales and/or customer service? These are some of the many factors that will impact consumer loyalty in the near future. . Walking in your customers’ shoes. Were they charitable? Where can you automate?

Customer Journeys 83

Customer Journeys Self Service Strategy Multi-Channel 83

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

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

Playvox

APRIL 21, 2023

For example, A 2022 stud y by ICMI showed that while 63% of contact centers offer customer service by email, only 41% were monitoring it for quality. Thirty percent (30%) offer social media customer care, but only 14% are checking on quality there.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

Feedbackly

OCTOBER 13, 2022

You can compare the results with the number of support cases raised with customer care. . In the post-purchase phase, you can send out an EVI® survey to know if customers are satisfied with the product or service they purchased. If the product meets the customer’s needs and is easy to use, the score is likely to be very high.

Customer Journeys 64

Customer Journeys Measurement NPS eBook 64

ShepHyken

NOVEMBER 21, 2016

I’m surprised at how many companies have not yet embraced social media for marketing and customer care. Read this report to get a better understanding of the importance of using social media as a way to connect with your customers. The NPS Handbook to Analyze the Drivers of Loyalty by CustomerGauge. It’s worth it.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

Interactions

AUGUST 29, 2022

The bar for customer service has been raised and those who don’t catch up will become obsolete. . Customer loyalty is driven by better customer experiences. Secondly, we can expect the future of enterprise virtual assistants to expand capabilities for greater benefits to the business and the customer (and the agents).

Virtual Agent 62

Virtual Agent Self Service eBook Report 62

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

Interactions

APRIL 16, 2020

Sure, speed and efficiency matter for customers. Personalized service is a key driver of customer loyalty, and it reduces frustration from your customers. This means that IVAs have the ability to leverage multiple sources of information on a single customer at a single point in time. Consistency Drives Loyalty.

Self Service 71

Self Service Contact Center eBook Leadership 71

Interactions

JANUARY 29, 2019

We’ve talked about how to choose the right technology for your customer care strategy and how an automated customer care solution can take your customer experience to the next level. One of those solutions, conversational AI, is becoming quite a buzzword in the customer care industry.

Airlines 48

Airlines eBook Customer Care Contact Center 48

ChurnZero

JANUARY 8, 2021

So, here’s our watchlist of Customer Success leaders to follow in 2021 – a year that’s bound to be marked by its own unique struggles and successes, as well as the cementing of Customer Success in the C-suite. . Staci Satterwhite, Chief Customer Officer, Khoros.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

Clarabridge

MAY 30, 2017

They lead upset customers from frustration to elation. They engage with satisfied customers and make them feel appreciated. They de-escalate frustrating situations and play a key factor in customer loyalty. Currently, most organizations assess customer care by productivity (i.e.

Contact Center 45

Contact Center Telecommunications First Call Resolution eBook 45

Clarabridge

OCTOBER 11, 2017

By actively listening and analysing customer feedback from multiple sources, including TripAdvisor, customer surveys and social media, Greene King has been able to act on its customers’ preferences, ensuring customer loyalty. The post 4 Leaders of Customer Experience appeared first on Clarabridge.

Customer Experience 40

Customer Experience Social Media Return on Investment eBook 40

Qualtrics

AUGUST 1, 2019

Adobe Customer Care (@AdobeCare) February 28, 2017. Takeaway: Today’s customers don’t just want products and services, they want unique experiences that they can’t get anywhere else. Customer’s want to be delighted at every touchpoint, and anytime you can go the extra mile to make a even more special, you’ll gain loyalty.

Omni-Channel 8

Omni-Channel Examples Customer Service eBook 8

Clarabridge

MARCH 8, 2017

Understanding exactly what customers are thinking and how they are feeling about your financial brand helps to better serve account holders and address regulatory requirements at the same time. Your customers care about their banking experience. They want to feel that their time and their needs are valued.

Banking 45

Banking Management Net Promoter Score Financial 45

Clarabridge

MARCH 8, 2017

Understanding exactly what customers are thinking and how they are feeling about your financial brand helps to better serve account holders and address regulatory requirements at the same time. Your customers care about their banking experience. They want to feel that their time and their needs are valued.

Banking 45

Banking Management Net Promoter Score Financial 45

Playvox

MAY 4, 2023

It’s no secret that stellar customer service is the first step to customer loyalty, but you’re not dealing with a couple of people meandering through a fruit store. Customers today have higher expectations than ever before. So what, exactly, would it take to meet (or even better exceed ) customer expectations these days?

Contact Center 52

Contact Center Customer Expectations Meeting Self Service 52

Playvox

JUNE 22, 2023

Ultimately delivering outstanding customer experiences should be a strategic business priority for organizations if it isn’t already. For customer support leaders, metrics tied to the goal of delivering and improving upon outstanding customer care and experiences should matter the most and be top priorities.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Comm100

FEBRUARY 16, 2018

Remove agent pain points by collecting feedback to see what systems could be improved so that agents will come across less friction when serving customers. Recommended for you: [eBook] Improve Your Customer Experience: An Action Plan for CX Success. Social Messaging Will Gain Renewed Importance.

Customer Service 124

Customer Service Social Media Chatbots Knowledge Base 124

Stella Connect

JANUARY 25, 2018

With the likes of Brooklinen , Jet , Warby Parker, and other industry disruptors making customer service their lead differentiator, more legacy brands will look to emulate that model. We describe how the process works in our recent eBook, “ Doing Contact Center QA the Right Way.”). What is your brand’s customer service ideal?

Self Service 40

Self Service Trends Customer Service Contact Center 40

Qualtrics

APRIL 22, 2020

Related: eBook: 12 business decisions you can optimize with conjoint analysis. Customer care – Conjoint/MaxDiff can help improve your support and care operations, with insight into what components of your customer care program are most important to your users, as well as what elements they’d be willing to pay more for.

Hospitality 29

Hospitality Retail Rewards Programs ROI 29

Stella Connect

JUNE 15, 2017

Mystery shopping employed in isolation (without the benefit of subjective data) provides only one angle on the customer experience, which leaves a lot to assume or guess. If your employees are complying with brand standards 100% but your customers aren’t satisfied, what’s the problem? Mystery shopping alone can’t tell you that.

ROI 40

ROI Measurement Brands Omni-Channel 40

Stella Connect

MAY 4, 2017

Moving From Omni-Channel To A Channel-Less Customer Experience ”. Five Ways to Create Customer Loyalty ” (with video). How you build your team, and manage them day to day, can have a dramatic impact on customer satisfaction and loyalty. Here’s a sampling of articles and posts that really resonate with us.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

SmartKarrot

DECEMBER 2, 2020

She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. Sue Nabeth Moore, Customer Success Leader. Now that she is rendering her service at Slack, she is ensuring the best of customer service given to the clients that pull in massive customer retention and loyalty.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

Comm100

FEBRUARY 28, 2019

Register for our webinar to discover the most promising bot and AI technologies available today and how each can contribute to better customer care and agent productivity. Customers want service in the channels they prefer, on their own terms. How to avoid this: When it comes to customer service, you need to go all in.

Chatbots 100

Chatbots How To eBook Interaction 100

Stella Connect

MAY 11, 2017

The most efficient VoC programs grow revenue by way of service improvements and innovations that strengthen customer loyalty. Why are so many customer feedback programs so inefficient? Customer feedback loops, particularly when paired with objective data (as we discuss in our latest eBook ), are critical assets in the C-suite.

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40

Interactions

JANUARY 6, 2022

The foundational impact of such initiatives will be to add significant value to an organization’s ROI and business case, to enhance the experience they provide to their customers for creating greater loyalty and. customer satisfaction, and to progress on the digital transformation journey.” – Sri Chawla, EVP of Sales.

Customer Experience 71

Customer Experience eBook Contact Center Interaction 71