eglobalis

NOVEMBER 15, 2023

Why NPS doesn't work any more, and what's the alternative ? The post Why NPS doesn’t work any more, and what’s the alternative? appeared first on Eglobalis.

NPS 304

NPS Contact Center Customer Relationship Innovation 304

Callminer

NOVEMBER 15, 2023

Read this blog for expert quotes and tips to help you find the best text analytics software and tools, and maximize their value at your organization.

Text Analytics 182

Text Analytics 182

Totango

NOVEMBER 15, 2023

TrustRadius, a renowned platform for transparent business technology reviews, announced its 2023 Best of Awards, with Totango emerging as a triple winner. We were recognized for our strength in end-to-end relationships, overall value, and leading features and functionality. Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth.

Outlook 116

Outlook Customer Satisfaction Customer Feedback Start-ups 116

TeamSupport

NOVEMBER 15, 2023

These days, there are a number of ways for customers to get the answers they need without direct interaction with an agent, including knowledge bases, community forums, and AI-powered virtual assistants. To add a personal touch, or when virtual tools do not result in a resolution, companies must still provide the option for customers to talk to a human.

Engineering 105

Engineering Customer Satisfaction Technology Technology 105

Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting

Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical

Customer Satisfaction

Zonka Feedback

NOVEMBER 15, 2023

At the core of shaping a brand's identity and credibility is an invaluable asset: customer experience (CX). This fundamental approach focuses on how businesses interact with their customers at every step. It covers all interactions, whether it's buying something or just getting in touch. Making these moments count is key.

Customer Experience 98

Customer Experience CX 98

Bill Quiseng

NOVEMBER 15, 2023

Three weeks ago, I introduced the Rule of Three QUI TAKEAWAYS which will be revolutionary now, but once discussed many times over, will be viewed as traditional by many business professionals. In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. In the next week, join me as we revolutionize the CX experience.

CX 97

CX CXM Education Social Media 97

Customer Think

NOVEMBER 15, 2023

What’s the payoff of aggressively communicating about problems? Becoming easy to do business with is very highly correlated with loyalty, Net Promoter Score, and enthusiastic positive word of mouth.

Net Promoter Score 81

Net Promoter Score Customer Experience Omnichannel Customer Loyalty 81

The DiJulius Group

NOVEMBER 15, 2023

Get ready to unlock the game-changing potential of customer service with best-selling author and expert John DiJulius. On this episode of The Customer Service Revolution, we’re delving into the heart of why customer service is a powerful competitive advantage for businesses, learning the best practices of world-class organizations, and understanding the profound influence of “Ubuntu”.

Gaming 64

Gaming Customer Service 64

Customer Think

NOVEMBER 15, 2023

Co-authored by Tushar J. Kaushik Excellent customer service is an art, but even works of art require a structural foundation to come to life. This is why a framework for addressing customer service issues is crucial.

Customer Service 64

Customer Service 64

Zonka Feedback

NOVEMBER 15, 2023

Paperform stands out as a user-friendly offline software tailored for small businesses. It simplifies the form creation process, enabling even those without a tech background to design professional and polished forms using its customizable, form builder.

59

59

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

VOC

Customer Think

NOVEMBER 15, 2023

If you’re dreaming about getting into the world of trailer sales, you’re on the right track! This article is here to help you kickstart trailer dealership and give you some tips to make it a success. So, keep reading for some valuable insights!

Sales 59

Sales Technology Technology 59

Steven Van Belleghem

NOVEMBER 15, 2023

A Diamond in the rough For those who are not yet familiar with the Diamond in the rough concept, a short recap. Every company leader I meet (ok, almost every one of them), has the great intention of getting customer experience right. Yet, most companies remain diamonds in the rough in terms of customer experience: their customer experience potential is not fully exploited and they never seem to become the shiny and radiant diamond that their customers deserve.

Construction 57

Construction Customer Experience Engineering CX 57

Customer Think

NOVEMBER 15, 2023

I’d like to tell you a couple of stories about some things that happened to me while travelling to speak at an event in Munich recently and why I think they are important, particularly when it comes to customer service and experience.

Customer Service 59

Customer Service Customer Loyalty Customer Experience 59

Zonka Feedback

NOVEMBER 15, 2023

Paperform stands out as a user-friendly offline software tailored for small businesses. It simplifies the form creation process, enabling even those without a tech background to design professional and polished forms using its customizable, form builder.

Customer Feedback 52

Customer Feedback 52

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

AI

Zendesk

NOVEMBER 15, 2023

As chief information officer for electric vehicle manufacturer Rivian , Diane Lye has a front-row seat in the carbon-free transportation revolution. A veteran of companies such as CapitalOne and Amazon, Lye has enjoyed a varied career as a demographer and statistician, among other roles. In this episode of Conversations with Zendesk, Lye spoke about leadership lessons she’s learned over her career, why it’s so important to find meaning in your work, and the challenges Rivian faces as it expands

Technology 52

Technology Technology Transportation Customer Experience 52

SurveySensum

NOVEMBER 15, 2023

Let’s say you have a SaaS product that businesses use for project management. You’re making waves in the industry, but here’s the scoop – you recently lost three of your high-value customers. Ouch, right? So, you launched a product feedback survey to identify pain points and improve your product. After gathering and analyzing your survey data, with the help of a robust product feedback platform, you realized that users are leaving because your tool doesn’t provide real-time team coll

Transportation 52

Transportation Customer Satisfaction Customer Survey Customer Feedback 52

Comm100

NOVEMBER 15, 2023

The gaming industry is an ever-evolving behemoth, with innovations, user demographics, and technologies constantly shifting. At the core of these dynamics is the need for robust player engagement and support. However, challenges abound. In this deep dive, we’ll uncover the top 10 challenges gaming companies face and explore how an omnichannel approach—infused with AI and personal touchpoints—can be the game-changer the industry needs.

Gaming 45

Gaming Omnichannel Entertainment AI 45

Customer Think

NOVEMBER 15, 2023

Enables development and marketing teams to leverage components and content across digital channels, speeding time to market for digital experiences

45

45

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

AI

Service Quality Institute

NOVEMBER 15, 2023

Last month I finished reading the 670-page book, Elon Musk by Walter Isaacson. A book worth reading. When I read a book I highlight the key ideas and mark outstanding ideas with a star. Then I rate the book and put down the date I completed the book. (This was October 29 and I rated it an A+) Elon Musk was born June 28, 1971, in South Africa. In 1989 he got a Canadian passport and moved to Canada on his own when he was 18.

Engineering 52

Engineering Sales 52

Customer Think

NOVEMBER 15, 2023

There was a major run on protein shakes and AA batteries earlier this month. If there’s one indication of the opportunities Amazon Prime Big Deal Days presented to shoppers, these purchase choices might be it. Premier Protein Shakes and Amazon Basics batteries were in fact the two top-selling items during the retailer’s projected $8.

Retail 40

Retail 40

Customer Think

NOVEMBER 15, 2023

Today the term “automation” has become more than just a buzzword; it’s a transformative force. Companies, big and small, are increasingly turning to automation to streamline their operations, reduce costs, and enhance productivity. But amidst the excitement surrounding automation, there’s one critical question: What’s the return on investment (ROI)?

Technology 40

Technology Technology 40

Customer Think

NOVEMBER 15, 2023

In recent years, there has been a noteworthy digital transformation in the in-store customer experience, and rightfully so. The global pandemic prevented customers from visiting stores, leading to doubts about if they will ever truly return. And when they did return, customers had changed so much that they desired a completely different experience from them.

Customer Experience 40

Customer Experience 40

Speaker: Evelyn Chou

Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.

Technology