Thematic
OCTOBER 30, 2024
This article looks at real-world examples of how various industries can use VoC insights to improve customer experience and business performance. The impact of VoC on customer satisfaction Customer satisfaction is a critical metric, and voice of the customer data plays a significant role in improving it.
CX Accelerator
JANUARY 16, 2020
Employees represent the brand with such fervor that the entire community takes notice, and ultimately customers win. All or Nothing As Jeff Toister describes in “ The Service Culture Handbook ,” a redirection in culture cannot be a “pet project” or just another program. And it’s no different in companies either. .
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CX Accelerator
JANUARY 16, 2020
Employees represent the brand with such fervor that the entire community takes notice, and ultimately customers win. All or Nothing As Jeff Toister describes in “ The Service Culture Handbook ,” a redirection in culture cannot be a “pet project” or just another program. And it’s no different in companies either. .
Alida
APRIL 11, 2017
When service departments are motivated by short-term revenue, companies unwittingly damage long-term customer relationships. Companies that truly understand their customers are uniquely positioned to overcome mistrust, offer superior customer experience and create a sustainable competitive advantage.
Joe Rawlinson
MAY 16, 2018
One of the primary reasons for this wavering loyalty is that although investments in such programs have increased, businesses have not kept pace with understanding their customer’s responsiveness to these initiatives. Reward points and loyalty certificates are no longer adequate to sustain business relationships.
Thematic
MARCH 20, 2025
By using AI text analytics to identify customer-reported service gaps, companies can optimize agent training programs, leading to higher first-contact resolution rates and increased customer satisfaction. Discover how large language models are revolutionizing text analytics, offering deeper insights than traditional NLP approaches.
Service Untitled
AUGUST 27, 2012
Every employee should be trained in customer service; monitored and evaluated with the ultimate purpose of improving student achievement, school culture, and in the positive development of teaching and learning relationships. So what do we mean by this?
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