eglobalis

JUNE 27, 2024

Goals might include improving customer satisfaction scores, reducing churn rates, or increasing customer lifetime value. Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values. Optimization of these touchpoints requires a cross-functional approach.

Customer Experience 422

Customer Experience VOC Net Promoter Score Government 422

eglobalis

JULY 2, 2024

By embracing a more nuanced approach, organizations can gain a comprehensive understanding of customer sentiment, facilitating more informed decision-making and enhancing overall customer satisfaction. ”—offers a narrow and momentary transactional perspective on customer sentiment.

NPS 424

NPS Customer Feedback Net Promoter Score B2C 424

ECXO

JULY 29, 2024

Goals might include improving customer satisfaction scores, reducing churn rates, or increasing customer lifetime value. Aligning the Organization’s Culture An organization’s culture should support and promote customer-centric values. Optimization of these touchpoints requires a cross-functional approach.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

ECXO

MARCH 15, 2024

In the dynamic and ever-evolving world of customer experience, there are countless possibilities and challenges that businesses need to tackle. So, why not embrace the journey with enthusiasm and learn about the common pitfalls and “sins” that can negatively impact the customer experience?

Customer Experience 289

Customer Experience VOC Net Promoter Score Innovation 289

eglobalis

JULY 31, 2024

The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience. By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty.

Customer Experience 378

Customer Experience Social Media Predictive Analytics AI 378

eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities.

CX 405

CX Finance Customer Journey Map Innovation 405

ECXO

JULY 10, 2024

By adopting a multifaceted approach, organizations can gain a thorough understanding of customer sentiment, leading to better decision-making and enhanced customer satisfaction. ” This provides a limited and momentary glimpse into customer sentiment.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

Customer Retention 118

Customer Retention B2B Non-Profits Customer Acquisition 118

ECXO

JUNE 15, 2021

Customer-centricity can’t be achieved overnight – it requires dedicated commitment from everyone in the organization as well as shifting mindsets and behaviors. It’s not a project that you start and finish nor just about offering great customer service. However, believe it or not, a shift can happen!

Customer Satisfaction 358

Customer Satisfaction B2C Omnichannel CX 358

eglobalis

AUGUST 13, 2024

In this article, we will delve into how Samsung and Apple differentiate in customer experience, focusing on ten key parameters: design, brand loyalty, fan following, creativity, CX, user interface, ecosystem integration, product quality, customer service, and marketing strategies.

CX 481

CX Innovation Manufacturing Technology 481

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer Retention 106

Customer Retention CRM Customer Relationship Management Customer Loyalty 106

Comm100

DECEMBER 16, 2024

Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before.

Customer Service 52

Customer Service Sentiment Analysis AI Social Media 52

eglobalis

SEPTEMBER 16, 2024

At a local level , customer-centricity may involve empowering regional teams to make quick decisions to resolve customer issues. Globally , it involves setting consistent KPIs and guidelines for measuring customer satisfaction and ensuring every region aligns with the company’s overall CX vision.

B2B 329

B2B Customer Experience Touchpoint CX 329

Aquire

NOVEMBER 11, 2021

Every business covets customer satisfaction — after all, they want to know their customers are happy with them. Some customers swear by your brand, some are indifferent, and others want nothing more than to yell at you (and even spread their disapproval across their network). What is customer satisfaction?

Customer Satisfaction 98

Customer Satisfaction Net Promoter Score NPS Manufacturing 98

Callminer

FEBRUARY 4, 2021

While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability. James Boatwright. TheCodeGalaxy.

Contact Center 345

Contact Center Artificial Intelligence Finance Engineering 345

Zendesk

MARCH 19, 2021

In our Customer Experience Trends Report 2020 , we uncovered a startling statistic: about 50 percent of respondents said they’d switch to a competing brand after just one bad customer experience. Fifty-percent customer churn is a death sentence for almost any business—which means it’s time to prioritize customer satisfaction.

Customer Satisfaction 98

Customer Satisfaction Net Promoter Score Scorecard Social Media 98

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 118

Customer Service Net Promoter Score NPS Customer Satisfaction 118

Zendesk

MAY 17, 2022

While this means more work for your support agents, it also means there are more opportunities for you to expand and retain your customer base. Regardless of industry, customer satisfaction score (CSAT) is one of the most popular metrics for gauging how consumers feel about the customer experience (CX).

Customer Satisfaction 98

Customer Satisfaction NPS Net Promoter Score Retail 98

Intercom, Inc.

AUGUST 26, 2020

With a focus on ROI, nearly a third (30%) plan to measure their team’s impact on customer retention. Together they provide a blueprint for how support leaders can keep everything in balance: a great customer experience, high levels of efficiency, and measurable bottom-line impact. So, what’s standing in their way?

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations B2C 233

Adrian Swinscoe

DECEMBER 16, 2024

In this article, CX thought leader Adrian Swinscoe addresses the dual challenge facing customer experience (CX): firstly, the declining trend in customer satisfaction, and secondly, the [] The post The two-sided customer experience problem and how VoC data is the answer first appeared on Adrian Swinscoe.

VOC 147

VOC Customer Experience Customer Satisfaction CX 147

Zendesk

APRIL 5, 2022

It’s now more important than ever for support teams to track customer retention metrics. You want to ensure you’re putting your best customer service foot forward so buyers continue doing business with you. We surveyed top SaaS support teams to identify the most important customer retention metrics to measure.

Customer Retention 98

Customer Retention Net Promoter Score NPS Retail 98

Shep Hyken

OCTOBER 8, 2021

He shares four customer service methods for your subscription-based business that will help you boost your reputation, increase customer satisfaction, and improve overall business health. From afar, customer service seems like it should be simple. Just answer any questions your customers may have.

Customer Service 122

Customer Service Customer Satisfaction Start-ups Customer Feedback 122

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. Customer service: The current challenges Traditional customer service procedures face many limitations, with human employees often subjected to stressful experiences daily.

Customer Service 104

Customer Service Predictive Analytics AI Artificial Intelligence 104

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Fonolo

MARCH 19, 2019

Given the increasing number of customers they must support, these companies would certainly benefit from implementing strong customer service offerings. Utility companies have a huge opportunity to improve their customer service strategies and reap the rewards. The Benefits of Improved Customer Service.

Technology 106

Technology Technology Customer Service Social Media 106

Fonolo

MARCH 14, 2019

The buying experience often gets the most attention in customer service. These are all important components of a great customer service experience, but so are the processes that take place after the fact. Indeed, the post-purchase experience can be just as important, if not more so, in securing customer loyalty.

Customer Service 111

Customer Service Social Media Retail Omnichannel 111

Retently

MARCH 11, 2025

They act as a bridge between the customer and teams working with product, marketing, logistics, and support to ensure customer insights lead to tangible fixes. Their work directly impacts business growth by reducing complaints, improving support efficiency, and enhancing customer retention, they drive higher revenue and lower churn.

CX 115

CX Customer Experience Net Promoter Score NPS 115

ECXO

APRIL 18, 2024

Despite the daily struggles, Jose remained steadfast in his pursuit of customer satisfaction. He conducted workshops, held regular meetings with different teams, and even started a mentorship program to nurture the customer-centric mindset within the company. His resilience began to make a difference, slowly but surely.

Customer Experience 314

Customer Experience Start-ups Customer Feedback Sales 314

Aquire

MAY 24, 2021

At the same time, the surge in cancellations and travel restrictions caused by the pandemic created a dramatic influx in demand for airline customer service. But with the right digital technology and protocols in place, your company’s response to these scenarios can actually help foster a great customer experience.

Customer Service 105

Customer Service Social Media Net Promoter Score Omnichannel 105

Zendesk

APRIL 1, 2022

Customer success operations responsibilities. CS Ops supports both customer success managers (who proactively ensure buyers are reaching their goals) and customer service teams (whose success depends on solving problems quickly and accurately). Consider measuring customer satisfaction. Software evaluation.

Customer Service 97

Customer Service CRM Customer Retention Customer Acquisition 97

Intercom, Inc.

SEPTEMBER 2, 2020

In the not-too-distant past, customer support was viewed as a cost center – a necessary, but non-profitable, part of a business. Today, more and more businesses are realizing the true bottom-line value that incredible customer service brings to a business – customer loyalty , retention, and advocacy to name but a few.

Non-Profits 190

Non-Profits Customer Retention Customer Loyalty Customer Satisfaction 190

Zendesk

JANUARY 12, 2021

Whether you’re running a small business or a global corporation, providing good customer service can mean the difference between success and failure. And customer expectations are only continuing to rise. The best of those customer service tips stem not from guesswork but from carefully-crafted studies that define good support.

Customer Service 98

Customer Service AI Artificial Intelligence Customer Satisfaction 98

Lumoa

OCTOBER 20, 2022

Customer experience is an important factor in determining customer loyalty. Companies that rank the highest in customer experience surveys also have the highest scores for customer retention. This is because happy customers are less likely to churn and more likely to continue doing business with you.

Customer Experience 114

Customer Experience Customer Retention Customer Satisfaction Retail 114

Fonolo

JUNE 7, 2022

Setting goals with your contact center agents will support your most important profit driver: your customer base. Finance-focused CFO might see customer service as separate from the company’s financial goals. Why Team Customer Service Goals Important are — and Why Call Center Agents Need to Be Involved.

Customer Service 81

Customer Service Net Promoter Score Contact Center Finance 81

Zendesk

JUNE 28, 2021

You’re at your desk when you overhear two fellow support agents debating the difference between customer service and customer experience. Many support agents use customer experience and customer service interchangeably, but the two terms do not mean the same thing. What is customer service?

Customer Service 93

Customer Service Customer Experience Net Promoter Score Touchpoint 93

Zendesk

DECEMBER 8, 2021

With consumers spending more time online than ever before, companies have had to rethink their customer service experience. Businesses need to gain a clear understanding of the type of digital interactions customers want instead of relying on intuition. The impact of great customer service. Sitel Group ).

Customer Service 98

Customer Service Social Media Artificial Intelligence Omnichannel 98

SurveySensum

DECEMBER 27, 2024

Acquiring new customers is essential for growth, but retaining your existing ones is not only more cost-effective – its a proven way to boost profits. In fact, by increasing the customer retention rate by 5% , businesses find that they can grow their profits anywhere between 25-95%.

Technology 52

Technology Technology Artificial Intelligence CX 52