Service Quality Institute

DECEMBER 11, 2024

Very few organizations understand the Power of the Service Strategy. In 1979 I decided to develop the world’s first customer service program because I saw firms working night and day to drive customers away. It’s worse in 2024 than in 1979. There is more hype and more BS today. By Service Strategy I mean how do you dominate and own the market.

Customer Service 52

Customer Service Customer Satisfaction Sales Customer Experience 52

CX Network

DECEMBER 11, 2024

Discover 2025's top CX trends: AI, cybersecurity, phygital retail & trust-driven strategies for brand success

CX 111

CX Customer Experience Retail AI 111

Retently

DECEMBER 11, 2024

Table of Contents Key Takeaways What is CSAT and Why Does It Matter? The Anatomy of a Perfect CSAT Question CSAT Question Types: When and How to Use Them Customizing CSAT Questions for Different Touchpoints Common Pitfalls in Crafting CSAT Questions Best Practices for Survey Distribution How to Analyze CSAT Responses Effectively Conclusion Crafting great CSAT questions isnt just about slapping together a survey and hitting send.

Touchpoint 90

Touchpoint Actionable Insights Start-ups Customer Satisfaction 90

The Success League

DECEMBER 11, 2024

By Allison Tiscornia I recently had the privilege of teaching a course at Pavillions CCO school on the topic of onboarding. What makes teaching fun for me is the stuff I learn from students, not just the knowledge I offer up. One particular discussion stood out: product-led vs. human-centered onboarding. Initially, I anticipated some pushback, as I generally advocate for solutions that drive operational efficiency while maintaining customer satisfaction.

Net Promoter Score 52

Net Promoter Score Customer Satisfaction NPS Engineering 52

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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.

Contact Center

Zonka Feedback

DECEMBER 11, 2024

Embedding surveys in platforms like Zendesk is a game-changer for businesses looking to streamline feedback collection and enhance customer interactions. By embedding surveys in Zendesk emails, you can gather real-time insights, measure customer satisfaction , and close feedback loops seamlesslydirectly within the platform you already use. This blog will walk you through the step-by-step process to embed surveys in Zendesk emails, enabling your team to collect actionable feedback without disrupt

Gaming 52

Gaming Customer Satisfaction 52

eglobalis

DECEMBER 11, 2024

This article was originally posted at: [link] Ready to disrupt your CX strategy? Its time to stop guessing and start experimenting. The Gist Experimentation eliminates CX guesswork. Move beyond assumptions by using data-driven experimentation to refine your CX strategy. Testing turns insights into action. Experimentation helps you turn customer feedback into actionable improvements that drive satisfaction.

CX 356

CX Customer Journey Map Compliance Social Media 356

Hodusoft

DECEMBER 11, 2024

From Automation to Personalization: How AI is Shaping the Future of CX Would you be surprised to know that one out of every two customers would switch brands following just one bad customer experience (CX)? This may sound too extreme to be true but it’s a fact. A study conducted by Emplifi found that almost 50 percent of American customers switched from one company to another after just one bad CX.

AI 52

AI CX Contact Center Omnichannel 52

1 to 1

DECEMBER 11, 2024

By Ricardo Saltz Gulko Guest article as part of our partnership with the European Customer Experience Organization. See original post here. In the dynamic world of B2B customer experience, balancing responsiveness to feedback with long-term strategy can feel like walking a tightrope. Every feature request represents a signalsometimes an isolated need, sometimes a broader trendbut responding to every demand can lead to resource strain, product dilution, and missed strategic opportunities.

Engineering 26

Engineering CRM Innovation Actionable Insights 26

Bill Quiseng

DECEMBER 11, 2024

On January 20, 2025, “We, the People of the United States” declare our independence from Day One dictator Donald Trump and his #MAGA oligarchy. “No other country in the developed world as “for-profit” health insurance. And you know what, that’s why they have lower healthcare costs than we do. Their people aren’t burdened with the cost of supporting billionaire health insurance executives millionaires who work for them.” Dr.

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Pharmaceutical Healthcare Government 88