Adrian Swinscoe

MARCH 10, 2025

Todays podcast is with Sara Richter, CMO at SAP Emarsys, a leading omnichannel customer engagement platform provider. Sara joins me today to talk about customer loyalty, [] The post There are five types of loyalty but only two are growing Interview with Sara Richter of SAP Emarsys first appeared on Adrian Swinscoe.

Omnichannel 147

Omnichannel Customer Loyalty Business Growth Customer Retention 147

Fonolo

DECEMBER 16, 2021

A good call center leader understands the importance of customer service. So what if you have an incredible product or service? That means nothing if your customers are displeased with their experience with your brand. . improving customer satisfaction; and . enhancing your business processes. .

Social Media 146

Social Media Customer Service Contact Center Close the Loop 146

Hodusoft

OCTOBER 17, 2024

How AI and Omnichannel Support Elevate Customer Service in Call Center “Just as electricity transformed almost everything 100 years ago, today I actually have a hard time thinking of an industry that I don’t think Al (Artificial Intelligence) will transform in the next several years.”

Omnichannel 52

Omnichannel AI Customer Service Contact Center 52

Win the Customer

NOVEMBER 20, 2024

As businesses increasingly rely on digital channels to interact with customers, the importance of empathy in customer service has never been greater. By prioritizing empathy, companies can foster stronger relationships, improve customer satisfaction, and ultimately drive business growth.

Net Promoter Score 59

Net Promoter Score Artificial Intelligence Social Media Business Growth 59

Customer Think

MARCH 25, 2023

Self-service for customer service and support is just a first step in a much broader digital engagement strategy enabling brands to engage with customers online and via mobile devices throughout the entire customer journey – before and after they buy.

Business Growth 105

Business Growth Customer Service Customer Loyalty Technology 105

Adrian Swinscoe

JANUARY 7, 2025

Todays podcast is with Marcel Barrera, Chief Strategy Officer at serviceMob Inc, a customer service enterprise technology company specializing in data ontology driven analytics.

Technology 147

Technology Technology Customer Service Artificial Intelligence 147

Zendesk

JANUARY 18, 2022

This is likely something your customer service team observes, but it may not be as clear to those with budget authority. Being able to tie customer service to business growth is incredibly valuable and often what is needed to get leadership backing and the investment in customer service that they don’t have today.

Customer Service 98

Customer Service Outlook Business Growth Customer Loyalty 98

Shep Hyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? The point is simple and well made: Chasing customers with low prices and discounts, is as the article points out, “… ultimately a race to the bottom in terms of cost.”.

Customer Service 108

Customer Service Legal Customer Loyalty CX 108

Hodusoft

JULY 21, 2022

How can insurance companies improve customer service? Call center software plays an integral role in the success of businesses in all sectors, including insurance. Modern customers today expect a fast, efficient, and seamless service. Modern customers expect a consistent experience across all channels.

Customer Service 98

Customer Service Omnichannel Artificial Intelligence Customer Loyalty 98

Intercom, Inc.

JULY 2, 2020

In the return of the Scale podcast, Pam details her support philosophy and the investments she’s making to drive better customer outcomes, for the long term. This is Scale , Intercom’s podcast series on driving business growth through customer relationships. It’s an effective strategy for building customer loyalty.

Construction 253

Construction Start-ups Business Growth Customer Loyalty 253

ECXO

JULY 26, 2023

CX pioneers boost their capabilities by investing in customer data platforms (CDPs) to give them a unified, 360-degree view of customers – across devices, channels, location, culture and time. Improve the omnichannel experience Real-time data enables businesses to provide a seamless omnichannel experience for customers.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Fonolo

OCTOBER 5, 2021

Customer experience surveys can tell you a lot about the service callers are receiving from agents, and NPS is a key statistic you should be considering when reviewing how successful your contact center is at providing exceptional customer service. Creating a Customer Service Strategy That Drives Business Growth.

Net Promoter Score 153

Net Promoter Score NPS Contact Center Business Growth 153

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Retently

MARCH 18, 2024

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Whether through a simple “How satisfied were you with our service?”

Customer Service 119

Customer Service Net Promoter Score NPS Customer Satisfaction 119

Fonolo

JULY 8, 2021

Companies use all sorts of metrics and techniques to evaluate their customers’ satisfaction with their products and services. Google reviews, social media activity, and customer service surveys all help companies learn about their customers’ experiences. Passives (7-8): These customers are neutral.

Net Promoter Score 142

Net Promoter Score Contact Center NPS Customer Satisfaction 142

Fonolo

NOVEMBER 30, 2021

If you were a brick-and-mortar-only business pre-pandemic, chances are you quickly pivoted to provide online shopping options for your customers. Creating a Customer Service Strategy That Drives Business Growth. Train your agents to be customer service obsessed. Customer Satisfaction (CSat). .

Retail 87

Retail Customer Service Net Promoter Score Contact Center 87

Customer Think

JULY 25, 2023

These days, providing a delightful, personalized experience for customers is no longer just a luxury—it’s a necessity for sustainable business growth. While every business is personal, which we would do well to […] After all, no one wants to be good when they can be great!

Business Growth 52

Business Growth Customer Service Customer Satisfaction Customer Loyalty 52

ECXO

MARCH 21, 2023

The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture. Leaders must provide services, excellent customer service, delivery and engagement and must communicate their commitment to providing an exceptional customer experience.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

SurveySensum

OCTOBER 16, 2024

By asking the right business survey questions, you get valuable insights into customer satisfaction , product performance, and overall business operations. You can ask questions about customer service, product quality, pricing, or even future needs. times greater revenue growth.

Text Analytics 52

Text Analytics Customer Loyalty Customer Satisfaction Customer Service 52

Win the Customer

DECEMBER 21, 2024

By following these guidelines, product managers can effectively leverage AI to create more personalized, proactive, and engaging customer experiences. This not only enhances customer satisfaction but also drives business growth and strengthens customer loyalty. I hope this blog post is helpful!

AI 59

AI Artificial Intelligence Social Media Machine Learning 59

SurveySensum

JUNE 24, 2023

According to the Zendesk Customer Service Report 2020 , 80% of customers stop doing business with a company if they experience poor customer service. It measures how well a company meets or exceeds customer expectations and fulfills their needs and desires. Anything else would you like to improve?

Customer Satisfaction 52

Customer Satisfaction Business Growth Net Promoter Score Text Analytics 52

Shep Hyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. HelpSquad) The important task for businesses is to retain their customers as much as possible. And we asked some experts to share their best tips on how to gain customer loyalty. Follow on Twitter: @Hyken.

Customer Service 81

Customer Service Retail B2C Start-ups 81

Shep Hyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. Lego Customers Lose Millions of Pieces a Year. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. Here are my top five picks from last week.

Customer Service 69

Customer Service Social Media Retail Customer Loyalty 69

Experience Investigators

FEBRUARY 18, 2025

Memorable, meaningful customer experiences turn typical transactions into impactful moments that build customer loyalty and help you continually innovate and reach more people effectively. However, many business leaders think of CX as a cost center for their organizations.

Customer Experience 52

Customer Experience Non-Profits CX Education 52

Adrian Swinscoe

MARCH 13, 2025

Over the past eight years, customer acquisition costs have soared 222%. [] The post Addressing e-commerces 5 biggest CX challenges with AI and personalization first appeared on Adrian Swinscoe. This is a guest post from Ken Tantsura, the Vice President of Innovations at Customertimes.

E-commerce 147

E-commerce AI CX Customer Acquisition 147

Shep Hyken

MAY 30, 2022

Each week I read many customer service and customer experience articles from various resources. CustomerThink) Considering the cost of attracting new customers ­– one estimate is seven times more than keeping existing ones – many companies would do better to focus on retaining their engaged enrollees.

Customer Service 12

Customer Service Customer Retention Manufacturing Business Growth 12

Ameyo Callversations

MAY 4, 2022

Appropriately implemented, cloud technologies can improve customer experience, manage customer relationship agents better, and improve operational efficiency. Cloud communications platforms are rising in popularity due to their advantages in managing customer service operations efficiently. appeared first on Ameyo.

Business Growth 52

Business Growth Contact Center Artificial Intelligence ML 52

Uniphore

NOVEMBER 18, 2021

However, when you consider that emotions are central to customers’ decision-making processes, a data-driven tool that can help you understand how customers truly? feel is invaluable to business growth. customer service ?and With emotion AI in CX, companies can: Offer better products and services:?Emotion

CX 162

CX Artificial Intelligence AI Business Growth 162

Helpt

MARCH 10, 2023

This is where outsourced on-shore technical support comes in, providing businesses with the support they need to grow and thrive. In this article, we will explore how outsourced technical support can be the key to business growth. Customer Satisfaction There are a multitude of ways for SMB’s to grow outside of user acquisition.

Business Growth 52

Business Growth Customer Satisfaction Start-ups Customer Acquisition 52

Fonolo

OCTOBER 7, 2021

That’s why it’s more important than ever to have a superior customer service strategy — that includes ensuring your retail contact center operations are optimized for a smooth customer experience. Quality customer service is essential for customer loyalty and satisfaction. Data security.

Contact Center 141

Contact Center Retail Customer Expectations Technology 141

Intercom

FEBRUARY 8, 2023

. “For our third annual report, we surveyed 1,700+ support leaders in multiple countries” To help support teams get ahead of the curve for 2023, we’re delighted to launch The Intercom Customer Service Trends Report for 2023. They shared which trends they predicted would shape customer service in 2023.

Customer Service 59

Customer Service E-commerce Finance Business Growth 59

ECXO

JANUARY 30, 2024

The emotions in CX Emotions have a pivotal role in the customer experience and can significantly impact customer loyalty and repeat purchases. This can be better understood by dissecting the customer journey into two main components: the functional and the emotional. Image by Joao Marcelo Novellino Pereira.

CX 156

CX Customer Loyalty Education Customer Retention 156

Retently

MARCH 17, 2025

Understanding the Core Differences in CX Reporting The Core Structure of a CX Report Best Practices for Making Stakeholder Reports Valuable & Engaging Wrapping Up: The Power of CX Reports in Driving Business Growth Keeping customers happy isnt just about responding to tickets or processing refunds. Lets break it down.

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

SurveySensum

DECEMBER 4, 2024

This CX metric has the ability to gauge customer loyalty and predict business growth. Using NPS in finance industry can get to the heart of why customers would or wouldn’t recommend them to others. Increased Profitability Loyal customers tend to use more banking services, leading to higher profitability.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

SurveySensum

OCTOBER 31, 2023

Do you often use ‘ customer experience ’ and ‘ customer service ’ interchangeably? This brings us to the debate of customer experience vs customer service. Understanding the differences between both is vital for your business to thrive in the customer-centered world. Why is CX important?

Net Promoter Score 52

Net Promoter Score Customer Service Customer Experience E-commerce 52

VOZIQ

JUNE 27, 2022

In today’s world, where the competition gets fierce by the minute, gathering a loyal customer base is a tricky feat to achieve. Here are our picks that are sure to help you fill the gaps in your understanding of customer loyalty and aid you in creating fruitful long-term relationships. Author: Bill Price & David Jaffe.

Customer Loyalty 40

Customer Loyalty Customer Retention Business Growth Sales 40

VOZIQ

JUNE 27, 2022

In today’s world, where the competition gets fierce by the minute, gathering a loyal customer base is a tricky feat to achieve. Here are our picks that are sure to help you fill the gaps in your understanding of customer loyalty and aid you in creating fruitful long-term relationships. Author: Bill Price & David Jaffe.

Customer Loyalty 40

Customer Loyalty Customer Retention Business Growth Sales 40