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Could your loyalty, satisfaction and engagement surveys also behave as sort of “leading indicators” that affect performance in other areas of your company? If customers are more engaged, will they buy more product? Will they recommend you? Will this have any bearing on inventory, staffing or R&D? Think about designing your VOC program with the intent that the data can trickle down to show relevance in your day-to-day operations and business outcomes.
On January 21, a customer service agent for 39DollarGlasses.com has been lauded as a hero after some quick thinking. Customer service representative Donna Petrosini was speaking with Karen Ford, a customer since 2008, when Ford began to slur her words and dropped the phone. And 800 miles away, Karen Ford, a wheelchair bound Northwest Georgia resident was indeed in trouble.
'Online customer service The development of online customer service delivery has made it more difficult to establish warm relationships with customers. A new challenge facing customer service training is to ensure that despite the lack of direct human contact, customer service representatives are able to engage with customers, develop a personal contact and above all that the relationships do not become frosty , especially on social media channels where it is witnessed by millions.
'What does it take to be “one of the most technologically advanced airports in the nation?” Check out this Youtube video on the dedication of the new LAX Airport Response Coordination Center. The new 9000-square foot center houses police, fire and airport personnel under one roof and boasts new software programs, like NICE Situator, to boost airport security and safety.
In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
Could your loyalty, satisfaction and engagement surveys also behave as sort of “leading indicators” that affect performance in other areas of your company? If customers are more engaged, will they buy more product? Will they recommend you? Will this have any bearing on inventory, staffing or R&D? Think about designing your VOC program with the intent that the data can trickle down to show relevance in your day-to-day operations and business outcomes.
Could your loyalty, satisfaction and engagement surveys also behave as sort of “leading indicators” that affect performance in other areas of your company? If customers are more engaged, will they buy more product? Will they recommend you? Will this have any bearing on inventory, staffing or R&D? Think about designing your VOC program with the intent that the data can trickle down to show relevance in your day-to-day operations and business outcomes.
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Could your loyalty, satisfaction and engagement surveys also behave as sort of “leading indicators” that affect performance in other areas of your company? If customers are more engaged, will they buy more product? Will they recommend you? Will this have any bearing on inventory, staffing or R&D? Think about designing your VOC program with the intent that the data can trickle down to show relevance in your day-to-day operations and business outcomes.
The names we give them vary from company to company: rogue, unofficial, unsanctioned, ghost, one-off. Voice of Customer (VOC) experts appreciate the power of a neat customer feedback strategy. But in many organizations, there is no central authority governing how, when and why customers are surveyed. When your customers are surveyed in a disjointed, illogical and inconsistent manner, both your VOC initiative and your customer relationships suffer.
The names we give them vary from company to company: rogue, unofficial, unsanctioned, ghost, one-off. Voice of Customer (VOC) experts appreciate the power of a neat customer feedback strategy. But in many organizations, there is no central authority governing how, when and why customers are surveyed. When your customers are surveyed in a disjointed, illogical and inconsistent manner, both your VOC initiative and your customer relationships suffer.
The names we give them vary from company to company: rogue, unofficial, unsanctioned, ghost, one-off. Voice of Customer (VOC) experts appreciate the power of a neat customer feedback strategy. But in many organizations, there is no central authority governing how, when and why customers are surveyed. When your customers are surveyed in a disjointed, illogical and inconsistent manner, both your VOC initiative and your customer relationships suffer.
Survey results that are presented as “average scores” can easily miss the mark. What does an average satisfaction score of 7.78 really mean? Presenting metrics that everyone can understand and act on is a critical component of any Customer Satisfaction / Customer Loyalty program, and it need not be very difficult.
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Survey results that are presented as “average scores” can easily miss the mark. What does an average satisfaction score of 7.78 really mean? Presenting metrics that everyone can understand and act on is a critical component of any Customer Satisfaction / Customer Loyalty program, and it need not be very difficult.
Survey results that are presented as “average scores” can easily miss the mark. What does an average satisfaction score of 7.78 really mean? Presenting metrics that everyone can understand and act on is a critical component of any Customer Satisfaction / Customer Loyalty program, and it need not be very difficult.
Social media offers customer service professionals a great opportunity to leverage a new channel for customer feedback and enhanced communications. By establishing social media as a shared resource, contact center managers can identify new ways to enhance the quantity, quality and value of electronic communications.
Social media offers customer service professionals a great opportunity to leverage a new channel for customer feedback and enhanced communications. By establishing social media as a shared resource, contact center managers can identify new ways to enhance the quantity, quality and value of electronic communications.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
Social media offers customer service professionals a great opportunity to leverage a new channel for customer feedback and enhanced communications. By establishing social media as a shared resource, contact center managers can identify new ways to enhance the quantity, quality and value of electronic communications.
When Delta merged with Northwest Airlines, it seemed just to make a wider venue for the endless lack of customer service and concern. Delta received the highest rate of customer complaints filed with the Department of Transportation for the first nine months of last year, and they were only one step above dead last for on time arrivals and baggage handling through November.
If you’re in business, you’re in customer service, and direct employee satisfaction and customer satisfaction are ultimately intertwined. So why not hedge your bets and recognize employees for their time and effort? If you see employees as important investments, then you realize the need to show appreciation for jobs well done, time spent serving your company, and those extra steps some staff members always seem to demonstrate that make us as company owners and compassionate humans j
Most of us are busy setting appropriate expectations for our customers. We have found that consistently great service, honesty, and integrity are very important priorities, and it’s always better to be consistently good rather than great just once in a while. Loyal customers are those who have stayed with organizations because of the high quality of their products or services over a continuous period of time.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
A new customer rating service is now available on your iPhone as Tello officially arrived at the App Store. It can be used to rate nearby businesses in your iPhone geolocation. Once you find or enter a business, you enter the name of the employee you want to rate. A thumbs up or thumbs down icon appears, and if you want to spend a bit more time about your good or bad experience, you can enter a brief comment.
Through design, an organization presents their brand. Through tag-lines, the identity of a company’s brand is described and thus promoted. Marketing campaigns then proceed to develop brand recognition, but if that were all that any organization had to do to promote their particular company, many of us in customer service would be out of a job.
The more an organization understands how their company is performing and what works or not works can determine success or failure. What better way to gain an understanding of customer experiences and their relevant needs than by creating a representative group of customers who can offer advice on products, services, and a company’s future direction?
The other day I wrote about Tello , an iPhone app that customers can use to rate customer service. CEO Joe Beninato stated his reviews were primarily intended to thank employees for their excellent customer service. What happens, however when review sites become the venue for disgruntled and grudge carrying individuals or even competing companies? Feedback on product or service reviews can actually help organizations to improve.
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
At one time only large organizations could afford the expense of customer surveys. Third party companies would construct and conduct the questionnaire, send them out to customers and clients, and tally up the results. Unfortunately, by the time the results came back, the product or the service was outdated. Surveys need to provide immediate actionable information that can boost performance and build trust and confidence.
Culture is how an organization operates whether you chalk it up to customs, attitudes, or etiquette. It’s difficult to define because every business has a culture, but how effectively does it serve a company, and if we want to transform our culture can we really do it? I doubt there’s a customer service story about successful culture that does not include the examples of Zappos or the Ritz Carlton, but don’t we all want our own unique successful culture?
Jaguar of North America has just been recognized as a JD Power 2011 Customer Service Champion which means they have excelled in their own industry by delivering superior service to their US customers. Part of the criteria used to measure customer satisfaction were the “touch points&# of people, presentation, process, product, and price. According to JD Power, Jaguar is noted for standing out by satisfying customers with new-vehicle sales experiences.
Out of the top industries which include airlines, banks, cell phone services, credit cards, hotels, insurance firms, internet providers, investment companies, medical insurance, and retailers, consumers ultimately choose good customer service over low prices. While low prices certainly entice us to buy from someone, a bad experience and a lack of respect can drive that customer away in a New York moment.
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Much of retail has shifted from brick and mortar to internet shopping. We can shop anytime; the e-commerce site doesn’t close at 9:00 PM, no need to find a parking space, and a ton of other conveniences including saving $3.40 per gallon of gas to drive to the stores. Customers are definitely interested in low competitive prices, but if you’re a small to medium company, there’s going to be a problem competing with the large companies, so the focus is going to have to fall on cus
Check sheets (or tally sheets) are one of the seven management tools that organizations use to gather information to help monitor and improve quality. The beauty of using a check sheet is that it provides data (facts) about how a process is working and offers information about improvement opportunities. The check sheet collects data for the number of times an event occurs.
'There is simply no alternative. In terms of customer service, companies should always aim for the top. But, very importantly, always chose the easiest route and make sure that you do not take risks that could endanger the whole enterprise. Ultimately, a puff of smoke might even signal total customer satisfaction.
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