ECXO

OCTOBER 23, 2024

This level of proactive engagement not only improves the customer experience but also increases the likelihood of repeat purchases and customer loyalty. AI also plays a vital role in improving the efficiency and effectiveness of customer service operations.

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

eglobalis

JUNE 27, 2024

Goals might include improving customer satisfaction scores, reducing churn rates, or increasing customer lifetime value. Successful execution ensures that the company lives up to its promises, thereby fostering trust and loyalty among customers.

Customer Experience 455

Customer Experience VOC Net Promoter Score Government 455

ECXO

JANUARY 21, 2025

To start the year with a twist, Im shaking things up. Instead of diving straight into all the right things you can do to create an amazing customer experience, I thought, why not explore the flip side? What happens if a company doesnt care about customer experience? Customers loved it, and word spread like wildfire.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

InteractionMetrics

JANUARY 31, 2025

Finding the right customer satisfaction survey company can make or break your ability to measure customer satisfaction and gain actionable insights. The best firms do more than simply collect customer feedbackthey help you interpret data, identify pain points, and enhance customer satisfaction.

Customer Satisfaction 52

Customer Satisfaction Social Media Mystery Shopping Net Promoter Score 52

Retently

JUNE 28, 2023

When you price your product below the competition, there’s a risk that the customers you draw in will view it skeptically. This can affect customer sentiment and satisfaction. However, it still exists, and taking advantage of it through your pricing strategy can significantly affect customer satisfaction.

Customer Satisfaction 135

Customer Satisfaction Net Promoter Score B2C Manufacturing 135

Fonolo

NOVEMBER 3, 2020

Here’s why it’s time to rethink your contact center — and make agent satisfaction a top priority. From the start of shelter in place, contact agents were placed in the same category as healthcare workers — they were frontline heroes of the pandemic. Agents Were Our Virtual Frontline. ” — Bill Quiseng.

Customer Satisfaction 167

Customer Satisfaction Contact Center Healthcare CX 167

ECXO

JUNE 11, 2023

If you need to rethink your CX offer, or haven’t got started, time is not on your side. The pandemic has only speeded up these changes. Let’s get started. Start with with your customers Conduct thorough research – revisit your customer data to understand your target audience, their needs, and preferences.

B2B 390

B2B B2C Touchpoint Customer Satisfaction 390

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 446

CX Finance Customer Journey Map Innovation 446

Callminer

MAY 26, 2020

Average Handle Time (AHT) gives an accurate, real-time measurement of the usual amount of time it takes to handle an interaction from start to finish, from the initiation of the call to the time your organization’s call center agents are spending on the phone with individual callers and handling any follow-up tasks, such as documentation.

Customer Satisfaction 340

Customer Satisfaction Touchpoint Start-ups CX 340

PeopleMetrics

JANUARY 23, 2025

When I wrote Listen or Die in 2017, I made the case that NPS is invaluable for understanding the overall health of your customer relationships, but its not enoughespecially in a transactional VoC survey. But knowing the score is just the starting point. The real work begins when you take action to improve those metrics.

NPS 118

NPS AI E-commerce CX 118

Callminer

MARCH 2, 2020

Demographics grant extra insight into the needs of your company’s customers, telling you a bit about their personal, cultural and geographical history. Track Customer Satisfaction. Track Customer Effort. Follow Up with Callers. Route by Multiple Factors.

Sentiment Analysis 291

Sentiment Analysis Customer Satisfaction Start-ups Technology 291

ECXO

JUNE 9, 2024

Just Shut Up: Talking Less and Listening More for a Stellar Employee and Customer Experience In the bustling world of business, where words often flow faster than the coffee in the break room, there’s an underrated skill that can transform the way we interact with both employees and customers: the art of listening.

Customer Experience 374

Customer Experience Gaming Innovation Start-ups 374

ECXO

APRIL 18, 2024

He even ended up helping them debug it himself, staying up all night, fueled by his love for his customers and copious amounts of coffee. Another time, he had to mediate between a frustrated customer and an indifferent sales representative who had sold the customer a product that didn’t meet their needs.

Customer Experience 314

Customer Experience Start-ups Customer Feedback Sales 314

Intercom

NOVEMBER 16, 2023

Customer satisfaction scores in the UK have taken the biggest hit since 2015. But not all is lost – today’s guest shares her thoughts on how to get it back up. Organizations are taking longer than expected to solve complaints, problems remain unsolved, and more customers complain that issues are met with excuses or indifference.

Customer Satisfaction 101

Customer Satisfaction Start-ups Customer Service Finance 101

Callminer

OCTOBER 11, 2018

FCR measures on a bot-led service provide the ability to measure results from the customer’s perspective. FCR measures on KBs could indicate if certain articles are missing and give insight into whether KBs are causing people to give up and speak to an agent. Four months ago, we started taking initiatives to improve this metric.

Contact Center 561

Contact Center Non-Profits Compliance Education 561

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. Whats Next?

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

Inside Customer Service

FEBRUARY 18, 2021

How rushing hurts customer-focus My neighbor was in a hurry to get to work one day. It was trash day, and his trash bins were lined up in front of his driveway. For example, customer satisfaction jumped from 85 to 93 percent in two months, while increasing customer satisfaction survey responses by 600 percent.

Customer Satisfaction 278

Customer Satisfaction Start-ups Customer Service Customer Experience 278

CX Accelerator

NOVEMBER 7, 2023

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. After pushing a bit more for a supervisor, I was left with no choice but to hang up and try again. Again, huh? 28) can’t be empathetic.

Net Promoter Score 316

Net Promoter Score Legal Construction Social Media 316

Retently

MARCH 29, 2023

So how does the world’s NPS leader achieve such a high level of customer satisfaction? From implementing innovative features to perfecting the customer experience, today we’ll share the secret ingredients that make Tesla so special. The next day I received an email asking me to complete their customer satisfaction survey.

Net Promoter Score 195

Net Promoter Score NPS Manufacturing Customer Satisfaction 195

eglobalis

AUGUST 13, 2024

Founded in 1976 by Steve Jobs, Steve Wozniak, and Ronald Wayne, Apple has evolved from a garage start-up to one of the most valuable companies in the world. This financial strength allows Apple to invest in new technologies, enhance its product offerings, and maintain a high level of customer satisfaction.

CX 509

CX Innovation Manufacturing Technology 509

Intercom, Inc.

JULY 14, 2020

The emergence of real-time chat has made responding to customers’ conversations in real time easier and in turn, has changed customer expectations forever. Today, customers expect fast, efficient, and personal help. Although businesses are seeing the benefits of real-time chat – improved customer satisfaction, retention, etc. –

Customer Experience 224

Customer Experience Customer Expectations Customer Satisfaction Start-ups 224

Experience Investigators

OCTOBER 11, 2024

Let’s take a look at what separates customer service and customer experience, as well as their similarities, including proven strategies to drive customer loyalty by intentionally balancing both areas. Customer service happens when our customers and people need us. It is reactive by nature.

Business Growth 98

Business Growth Customer Service Customer Journey Map CX 98

ECXO

APRIL 10, 2024

In the context of customer experience, ‘tunneling’ could represent the ability of a business to reach customers in unexpected ways or overcome potential barriers to customer satisfaction. Such leaps often require bold, innovative thinking, and a deep understanding of customer needs and expectations.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

Intercom, Inc.

MARCH 16, 2021

But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need. This is costly not just for your team’s bandwidth and budget – but also for your customers’ satisfaction and overall perception of your brand. Onboard new customers.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Callminer

FEBRUARY 4, 2021

These are calls that require intense emotional labor and extra care to delay bills or adjust in some way to give the customer some safety net. Some new concerns, likely related to job loss or health, will be popping up, and these should be noted and emphasized in training. Third, beef up your own security. Eric Sachs.

Contact Center 345

Contact Center Artificial Intelligence Finance Engineering 345

Intercom, Inc.

JUNE 22, 2022

Increasing automated resolution rates and self-serve capabilities guarantees a faster, more seamless customer experience – lower time-to-resolution translates to a higher customer satisfaction rate. Boost self-serve rates for a more seamless customer experience. Custom Actions. customers updating contact details).

Invoicing 218

Invoicing E-commerce Customer Satisfaction Start-ups 218

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. It ties up lines and makes the whole center fall behind. With hosted UC, customer representatives can be situated anywhere, from their homes to even other satellite offices of yours.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Intercom, Inc.

FEBRUARY 24, 2021

Today, businesses are having more conversations with customers than ever before, thanks to the rise of business messengers. And it’s certainly easier than ever for a customer to start a conversation and get support. So businesses should know more about their customers than ever before, right? No problem.

ML 243

ML Machine Learning Customer Satisfaction Actionable Insights 243

ECXO

JULY 26, 2023

This level of personalisation increases customer satisfaction, loyalty and advocacy = sustained growth. Start where you are. Real-time inventory gives supply chains and vendors up-to-the-minute visibility on stock levels. So, let’s wrap up. This year is no different. These are just some of the use cases.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

ECXO

MARCH 5, 2024

Increased Customer Satisfaction: Design Thinking allows businesses to create solutions that are tailored to the needs and wants of the customers. By putting the customer at the heart of the process, businesses can ensure that their digital transformation initiatives lead to improved customer satisfaction.

Innovation 294

Innovation Gaming Customer Satisfaction Start-ups 294

Retently

MARCH 11, 2025

Morning Routine: Customer Feedback First Most days start with one thing: checking customer feedback. Because in ecommerce, customers dont wait, they leave reviews, complaints, and questions at all hours of the day (and night). Customer feedback is the backbone of CX. Are wait times creeping up?

CX 115

CX Customer Experience Net Promoter Score NPS 115

Callminer

JULY 30, 2020

Armed with this data, your call center gains valuable insight into what makes your customers tick so you can develop the most impactful, meaningful responses for every interaction, quickly resolve customer complaints, and improve customer satisfaction and retention. Start tossing out suggestions to solve the problem.

Customer Service 265

Customer Service Start-ups Gambling Customer Satisfaction 265

Intercom, Inc.

MAY 6, 2020

Customer Satisfaction Score (CSAT) is by far the most popular customer service quality metric used across all industries and teams of all sizes. CSAT can be a great customer service metric that helps you keep up with your customers’ expectations. Customers don’t know your quality standards.

Scorecard 231

Scorecard Customer Satisfaction Start-ups Customer Feedback 231

Beyond Philosophy

FEBRUARY 10, 2022

Addressing this data-measurement use area is essential because there is a significant stagnation in customer satisfaction results today. Stuart says that without a solid strategy around making the best use of the data that’s available to you, you can end up with a lot of answers to a question you don’t know to ask.

Net Promoter Score 166

Net Promoter Score Customer Experience Start-ups Customer Satisfaction 166

PeopleMetrics

FEBRUARY 4, 2025

No matter where you start, the goal remains the samecreating a VoC program that delivers actionable insights, improves customer experience, and drives business results. The Building Phase: Getting the Basics Right For companies just starting their VoC journey, the focus should be on foundations, not technology.

VOC 62

VOC AI Text Analytics Touchpoint 62

Intercom, Inc.

OCTOBER 22, 2020

As the Chief Experience Officer at Officium Labs and the co-founder of CX Accelerator , a virtual community for customer experience professionals, Nate has over a decade’s experience helping business leaders and employees create powerful end-to-end customer journeys. Erasing friction points forever with proactive CX.

CX 218

CX Voice of the Customer Close the Loop Sentiment Analysis 218

Retently

OCTOBER 16, 2023

The reality, however, is that NPS® is just as valuable as a customer satisfaction tool as ever. Are you stuck in the customer satisfaction bubble? If you’re a customer satisfaction and retention expert using Net Promoter Score data daily, it’s easy to get the impression that NPS is everywhere online.

Net Promoter Score 141

Net Promoter Score NPS Customer Satisfaction Start-ups 141