ECXO
JULY 16, 2024
To deliver a better Customer Experience, stop reading this article and go to sleep! The Magic of Sleep: Boosting Work Productivity and Improving Customer Experience If you’ve been keeping up with my articles, you’ve probably noticed my strong emphasis on continuous self-improvement and empowering individuals to provide exceptional experiences to others.
Callminer
JULY 16, 2024
Employee engagement is critical to success in customer service. Read more on how disengagement is prevalent in customer service roles, leading to high attrition rates and decreased effectiveness.
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Retently
JULY 16, 2024
Most companies focus on continuously improving their customer satisfaction, and tracking Net Promoter Score is an important step in building a culture of Customer Success. Over the years, Net Promoter Score has proven to be a key customer satisfaction metric. But here’s the thing: while NPS can give you a quick snapshot, focusing only on the score can sometimes make you miss the bigger picture.
Experience Investigators
JULY 16, 2024
Ever wondered how artificial intelligence could reshape the way we work? Join us for an exciting conversation as Jeannie Walters answers a question from Adam Toporek about the transformative power of AI on the employee experience. Gain insights into how AI can boost efficiency, sharpen decision-making, and foster personalized skill development. You’ll hear stories about the good, the bad, and the ugly, as we navigate the potential for role displacement and the crucial need for leaders to f
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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.
Customer Think
JULY 16, 2024
I originally wrote today’s post for GetFeedback. This is an updated version of that article from March 2020. That article started with: According to Salesforce, 51% of customers expect that brands will anticipate their needs and make relevant suggestions before they make contact – by 2020. It’s now 2024. Did brands meet that expectation?
Zonka Feedback
JULY 16, 2024
"It's all about listening to the customer and figuring out what they need. You can't just say, 'What do we want to sell?' You have to listen." But how? A question that we frequently get from customer experience leaders is how can they get a consolidated view and more analytical insights from the voice of the customers , especially when managing feedback across multiple locations and a large customer base.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
CSAT.AI
JULY 16, 2024
Positive and negative scoring has been the name of the game in CX QA for ages, but it isn’t the only option, nor should it be. Adding neutral scoring metrics to your rubric increases insight without stressing your CX team. Neutral scoring allows both tracking and immediate guided follow through for agents in particular circumstances. This is helpful especially when launching new products, software updates, recalls, pandemics or other catastrophes.
Customer Think
JULY 16, 2024
In the modern digital world, advertisements are wherever we may look. From the banner content #1 websites to the designated video advertisements that appear to follow us across the web, advertising assumes a significant part in supporting the content we consume and the organizations we communicate with on the internet.
SurveySensum
JULY 16, 2024
Did you know that Google has more than 3 billion active users, accounting for about 91.54% of the global search engine market? And this huge loyal customer base helped Google achieve revenue of 305.6 billion dollars and helped Alphabet, Google’s parent company become the second largest internet company worldwide. Not just that, about 92.07% of internet users use Google as their primary search engine.
Customer Think
JULY 16, 2024
Listen to the podcast: Sanjay Patel has a pickle, and he wants our help. It’s a simple question but a profound one: How do you get the senior exec to buy into your program? In other words, how do you deal with senior management?
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
Customer Think
JULY 16, 2024
Global AI Platform Joins the Leading Marketplace for Scalable CX Solutions
Customer Think
JULY 16, 2024
The quality assurance (QA) industry has traditionally leaned heavily on manual processes like human evaluation and speech analytics. But these have their shortcomings. Human evaluation, for its part, is labor-intensive and highly subjective.
Customer Think
JULY 16, 2024
Last month, my latest book, The Power of Value Selling: The Gold Standard to Drive Revenue and Create Customers for Life, won the Business Sales category in the 2024 International Book Awards.
Customer Think
JULY 16, 2024
In today’s rapidly evolving business landscape, digital workplace challenges are becoming increasingly complex and demanding. Companies are constantly on the lookout for innovative solutions to enhance productivity, streamline operations, and foster collaboration among employees. However, merely addressing these challenges isn’t enough.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Customer Think
JULY 16, 2024
Premise In this series of posts about First Principles Based Leadership, we have already covered the importance of and how to improve our self awareness, social awareness, cultural awareness and contextual awareness.
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