ShepHyken

OCTOBER 6, 2024

Each week, I read many customer service and customer experience articles from various resources. 7 Ways to Boost Customers’ Emotional Connection and Loyalty with Your Brand by Annette Franz (MarTech) Loyalty. What’s emotion got to do with it? Here are my top five picks from last week.

Customer Service 208

Customer Service Customer emotions Customer Experience Marketing 208

CCNG

AUGUST 28, 2024

Embrace Feedback and Continuous Improvement: Gather feedback from customers and agents to identify areas of success and areas for improvement. This technology enables real-time understanding of customer emotions during interactions.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

TechSee

MAY 21, 2019

This customer’s emotions will eventually determine their brand loyalty and likelihood of churning. That’s why monitoring customer emotions is becoming an increasingly important way to improve customer experience. What is emotion analytics? As you’d expect, it’s all about the data.

Analytics 137

Analytics Customer Experience B2C Customer emotions 137

Hodusoft

DECEMBER 11, 2024

Data released by ServiceNow India CX Intelligence Report 2024 finds 44 percent of respondents believe that a lack of ownership and responsibility between departments is a major reason for customer service delays. It can be extremely useful in providing agents with real-time insights and recommendations.

Personalization 52

Personalization Contact center software Metrics Customer retention 52

Hodusoft

DECEMBER 26, 2024

The study is confident that chatbots will become the primary customer service channel for a quarter of organizations by 2027. Preference of Text over Email A majority of customers prefer text messages over email. As per a study nine out of every ten respondents in 2024 prefer receiving text messages over a phone call or email.

Contact Center 52

Contact Center Contact center software contact center solutions Chatbots 52

Real Blue Sky

OCTOBER 3, 2024

In this example, not only were the representative and front desk manager not empowered to resolve problems for customers, but they were also not adequately trained to demonstrate empathy to customers. Emotional agility would have completely transformed my customer experience on June 7.

Contact Center 59

Contact Center Customer emotions Call Center Construction 59

Playvox

FEBRUARY 1, 2024

The meaningful insights from consumer sentiment analysis are an essential component of a customer-centric strategy because they indicate the actions needed for improvement. What Is Customer Sentiment Analysis? Earlier Zendesk research shows 61% of customers would switch to a competitor after one bad experience.

Contact Center 93

Contact Center Best practices Surveys Feedback 93