Why NPS doesn’t work any more, and what’s the alternative?
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.
Wed.Nov 15, 2023
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24 tips for selecting the best text analytics software
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.
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Totango named 3x TrustRadius “Best of” award winner in customer success
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.
Best Practices for Growing Your Customer Support Team
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.
An Introduction to AI in Customer Service
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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.
What is Customer Experience? Importance, Strategies & Improvement Methods
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.
This is our time for a CX Revolution! Part Three.
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.
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Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
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Three Simple Messages Can Dramatically Enhance the Customer Experience. Why Are Companies Afraid to Say Them?
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.
132: The 8 Things World-Class Experience Organizations Do Consistently Better Than Anyone Else
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”.
Tackling global customer service issues with the REDI Model
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.
8 Best Papaerform alternatives & Competitors
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.
The Evolving Retailers Fulfillment Strategy: Meeting Demands with Agility
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
How to Start a Trailer Dealership
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!
How this construction company became a Shining Diamond in customer experience
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.
Consistency is often overlooked but is the secret ingredient to making customers happy
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.
8 Best Paperform alternatives & Competitors
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.
The Future of Customer Engagement: How AI is Reshaping Contact Centers
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51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.
How data and technology fuel the customer experience and global expansion with Rivian’s Diane Lye
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
9 Real-World Brand Examples of Effective Product Feedback Programs
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
Gaming Engagement in the Digital Age: Top Challenges & the Road to Revolution with Omnichannel Support
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.
Acquia Site Studio Introduces Capabilities to Create Drupal and Headless Applications from a Single Platform
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
4 HR Priorities for 2025 to Supercharge Your Employee Experience
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Elon Musk – The Richest Man on Earth
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.
Amazon’s Holiday Kickoff Event Reveals 9 Retail Lessons
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.
The ROI of Business Process Automation: Metrics that Matter
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)?
The art of rational creativity
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.
Exploring CX Strategy and Technology Adoption: A Decision-Makers Chart
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A high-quality customer experience creates loyal customers for years to come and makes for an easy win against businesses that are competing on other factors like price and quality. We partnered with ContactBabel to uncover the biggest hurdles businesses face when trying to improve CX and offer practical suggestions to overcome them.
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