Thematic

MARCH 30, 2025

For customer experience teams, KPIs like customer satisfaction score (CSAT) , net promoter score (NPS) , and customer effort score (CES) help quantify how well you’re meeting customer needs. Ultimately, it helps ensure a boost in customer satisfaction. The result?

Customer Insights 62

Customer Insights Data Analytics How To 62

Thematic

MARCH 20, 2025

Think about it—customer feedback comes from: Emails Chat transcripts Online reviews Social media comments Without AI-powered text analytics, you struggle to code qualitative data and make sense of them. In fact: 78% of customers have abandoned a purchase due to poor customer service. support tickets, reviews, chat logs).

Analytics 62

Analytics Customer Service Analysis e-support 62

Alida

APRIL 11, 2017

Rather than rewarding employees based on average repair order value or total sales, dealers should consider a loyalty-driven approach—for example, by rewarding employees whose customers return for subsequent visits. Give customers a voice. Rebuilding trust and catering to diverse needs begins with listening to customers.

Automotive 113

Automotive Handbook Competitive Advantage Study 113

ECXO

SEPTEMBER 4, 2024

You might think Stoicism is just for philosophers in togas, but the truth is, its principles are super relevant today—especially if you’re looking to improve your customer service. 109 Before we dive into how you can use Stoicism in customer service, let’s quickly cover the basics. What’s Stoicism All About?

Customer Experience 156

Customer Experience Airlines Handbook Policies 156

Kayako

JANUARY 5, 2017

Recent trends in customer service show that companies can delight their customers while generating revenues. In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Thematic

MARCH 26, 2025

It could be enhancing customer satisfaction, improving products, or refining services. Download VoC Handbook Our free guide to shopping for a feedback analytics solution Cut through marketing noise and be sure you are asking the right questions in sales calls and demos. How do we measure the success of a customer feedback loop?

Feedback 62

Feedback Social Media Analysis Survey 62

ProProfs Chat

JUNE 30, 2020

Create better customer loyalty programs. Improve your existing customer success strategies. Identify loop-holes that may hamper customer experience. Increase customer satisfaction score. Improve your operator’s ability to communicate well with your customers. Customer Service Books on Leadership.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

Comm100

NOVEMBER 5, 2020

Live chat transcripts – An audit of your live chat transcripts will show you what questions your customers are asking, highlight internal inconsistencies, and help you determine which information needs to be updated or centralized. What are your agents struggling to help your customers with?

Knowledge Base 130

Knowledge Base Omni-Channel Software Handbook 130

Thematic

OCTOBER 7, 2024

A Voice of Customer (VoC) strategy is the process of gathering customer feedback and using that information to shape future decisions. It helps evaluate your current business objectives and understand what your customers really want. What are the key components of a Voice of Customer Strategy?

Voice of Customer 62

Voice of Customer Strategy Social Media Handbook 62

Thematic

MARCH 18, 2025

Better decisions, improved customer satisfaction, and higher retention—without needing external help. Thematic’s seamless integrations ensure that businesses get a full picture of their customer experience, without extra work. The result?

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

Integrity Solutions

FEBRUARY 12, 2021

But what about the more subtle “rules” that aren’t covered in the employee handbook? For example, do they know not to speak to customers in a bored or impatient tone? Customer satisfaction improves. Sure, they know the obvious rules—don’t falsify documents, don’t surf inappropriate websites, don’t share trade secrets.

Customer Service Strategies 75

Customer Service Strategies Strategy Customer Service Company 75

Thematic

OCTOBER 8, 2024

Product Innovation Based on Customer Needs Listening to exactly what your customers want is a great way to create new products or enhance existing ones. For instance, a software company might uncover through customer surveys that users want a certain feature. What Are VoC Analytics Tools?

Analytics 62

Analytics Tools Feedback Handbook 62

delighted

FEBRUARY 22, 2022

The customer experience (CX) space is relatively new – those courageous enough to take the reins of a young CX program at a growing company are often an army of one, with limited headcount and even fewer resources. Why is a customer experience maturity model an indispensable tool for CX leaders?

Customer Experience 91

Customer Experience Net Promoter Score Self Service Handbook 91

Storyminers

JULY 6, 2020

Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service. He is a best-selling author who has written three customer service books: The Service Culture Handbook , Getting Service Right , and Customer Service Tip of the Week. Marsha Collier.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ChurnZero

DECEMBER 1, 2023

The essential handbook for building the modern customer success program Are you ready to elevate your SaaS business with a robust customer success program? Dive into “the ultimate guide to customer success in SaaS” and gain the insights and strategies you need to create a high-performing customer success team.

Customer Success 52

Customer Success Customer Journeys Handbook Touchpoint 52

CSM Magazine

OCTOBER 25, 2023

The welcome packet should include the company’s history, vision and mission statements, organizational chart, benefits package, and employee handbook. Effective training requires constant updates to incorporate new technologies, processes, and customer needs.

Customer Service 52

Customer Service Handbook Tips Customer Service Representative 52

Service Untitled

AUGUST 27, 2012

Specifically schools regarded as providing excellent customer service have researched their competition and studied trends in education across the nation. For instance, staff handbooks should now include time limits for all school personnel to respond to voice mails and parent schoolwork requests.

Customer Service 61

Customer Service Handbook Hospitality Conference 61

Storyminers

JULY 6, 2020

Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service. He is a best-selling author who has written three customer service books: The Service Culture Handbook , Getting Service Right , and Customer Service Tip of the Week. Marsha Collier.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Survicate

MARCH 20, 2019

We took those phrases and made them part of our employee handbooks and marketing. Listen to your customers, otherwise, you will have none ” says Zach Hendrix, Co-Founder of GreenPal. “We We implement this continuously and are able to make changes in our process to better improve our customer experience. Run NPS surveys. “

Tips 85

Tips Customer Centricity Social Media Insurance 85

ProProfs Chat

MARCH 26, 2020

Witnessing a Drop in Customer Satisfaction. One of the biggest nightmares a chat operator can come across is to see a drop in customer satisfaction rate or getting ‘a not-so-good’ review once a chat comes to an end. How to Manage Multiple Customers: Small Operator Handbook.

How To 89

How To Knowledge Base Customers Handbook 89

Gainsight

MAY 3, 2022

That approach doesn’t just improve customer satisfaction. Download our ebook, “ Product-Led Success: The Professional’s Handbook ,” now to learn how to become a product-led growth master. User experience is the beating heart of product-led growth strategies. Ready to get started?

Handbook 52

Handbook Roadmap User Experience Metrics 52

ShepHyken

MARCH 31, 2023

A recent NBC poll found that 75% of respondents believe customer experience has worsened after the pandemic, with 78% saying they’ve had to contact a company multiple times to obtain a resolution. Most said they had to wait 30 minutes or longer for an agent when placing a customer service call.

Customer Service 69

Customer Service How To Handbook Chatbots 69

COPC

FEBRUARY 15, 2024

In a recent meeting, the committee reviewed the impact of artificial intelligence (AI) on CX operations and end-user customer satisfaction. Shared Responsibility: Human and AI Collaboration in the Call Center AI’s arrival in the call center has undoubtedly improved efficiency and customer satisfaction.

Contact Center 52

Contact Center Metrics Call Center Training 52

Bob Hayes

AUGUST 23, 2015

Consider Facebook likes, number of tweets, customer satisfaction and customer loyalty, to name a few things businesses measure and try to understand and predict. In a final report, the research firm ranks the companies from highest to lowest in terms of its customers’ overall satisfaction level. Company B is a 4.

Measurement 40

Measurement Data Handbook Metrics 40

SurveySensum

JULY 14, 2020

Lynn Hunsaker – CXPA Board, Customer Experience Leader, Trainer, Author . Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Qualtrics

AUGUST 11, 2020

For instance, a hospital might use an Excellent - Very Good - Good - Fair scale where “Fair” is the lowest customer satisfaction point because they believe “Fair” is absolutely unacceptable and requires correction. Unbalanced scales may be appropriate for some situations and promote bias in others.

Survey 52

Survey How To Government Handbook 52

Qualtrics

JUNE 25, 2019

Check out our Question Design Handbook. Mixing up the order like this can create confusion and causes the respondent to have to think about their answer more every time they answer a question. Want more survey best practice tips? Use targeting and segmentation to reduce survey fatigue.

Survey 42

Survey How To Effort Score B2C 42

SmartKarrot

JUNE 10, 2022

Deploy effective programs to promote company value with customers and design the customer journey to drive customer lifetime value. Own the execution of securing renewals across the existing customer base and measured on customer satisfaction, implementation success, and some elements of upsell.

Customer Success 3

Customer Success Handbook Customer Journeys NPS 3

Magellan Solutions

DECEMBER 10, 2019

Increase customer satisfaction – Achieve a high level of client satisfaction with the help of specialists in customer service. The more happy and contented customers you get, the higher your business grows. Increase your coverage with round-the-clock services.

Customer Service 98

Customer Service Contact Center Multi-Channel Social Media 98

Service Untitled

JULY 15, 2010

The importance of helping employees by using written job descriptions, handbooks for the “don’ts&# of the business, and training that covers the “do&# procedures will ensure employees function as you want. Great employees do the right things when you aren’t there.

Retail 40

Retail Handbook Training Financial 40