CSM Magazine

JANUARY 29, 2025

Consider a widely cited PwC study that revealed that 73% of consumers say their purchasing decisions are influenced by the customer experience, and 32% of them would walk away from a brand they love after just a single bad interaction. The Data SpeaksWhy Customer-First Strategies Matter The numbers dont lie.

Sales 52

Sales Brand ambassadors B2B Customer centricity 52

The Northridge Group

APRIL 15, 2024

There are copious amounts of data and studies that show a common trend, as employee experience improves the customer experience improves as well. In a recent market study published by Contact Center Week, it was revealed that more than 80% of contact center leaders think it will take 6 months or more to cultivate these skill sets.

Technology 137

Technology Brand ambassadors Contact Center Multichannel 137

Etech GS

JULY 25, 2019

It’s clear that good old word-of-mouth marketing comes off as more genuine and persuasive, which is why it’s extremely important to wow your leads and nurture them into becoming first your die-hard customers and finally your brand ambassadors. But how will you do that? Amaze Them With Your Offer .

Brand ambassadors 40

Brand ambassadors Advertising Gamification Entertainment 40

Fonolo

JANUARY 19, 2023

Studies by Toister Performance Solutions show that a whopping 74% of agents are at risk of burnout. Knowledgeable, experienced agents can become brand ambassadors. The same study found people working from home were 22% happier than those working in an office. Agents can feel like they’re putting out fires all day long.

Call Center 155

Call Center Brand ambassadors Contact Center Education 155

CSM Magazine

JANUARY 9, 2025

A study by CB Insights reveals that 42% of startups fail because theres no market need for their product, a problem that early customers can help identify and address. When customers see their suggestions being implemented, they feel valued and invested in your brands success.

Brand ambassadors 52

Brand ambassadors Feedback Marketing Customer retention 52

TeamSupport

OCTOBER 5, 2020

There are no better brand ambassadors than those on your customer support team. Many studies have been done showing a correlation between a company’s level of employee satisfaction and financial performance. It is no wonder there is a full week set aside to acknowledge these outstanding professionals and their work.

Customer Service 101

Customer Service Brand ambassadors B2C B2B 101

Eptica

JULY 8, 2020

Demonstrating the need, 58% of UK consumers questioned during the pandemic in Eptica’s 2020 Knowledge Study said they wanted reassurance around areas such as opening hours, delivery timescales and stock levels. Yet, only half of brands within the study were able to achieve this.

Customer Experience 111

Customer Experience Brand ambassadors Banking Airlines 111

Outsource Consultants

NOVEMBER 29, 2021

Many productivity studies were launched early in 2020, sparked by the remote shift, so preliminary results run the spectrum of outcomes: A Stanford study of 16,000 workers saw a productivity increase of 16%. Brand Connectivity. Call center agents serve as your first line brand ambassadors. Better Performance.

Call Center 128

Call Center At home agents Brand ambassadors outsourcing 128

CCNG

JULY 27, 2022

The good news is that productivity among remote workers is generally on par, and in many sectors, better than their in-office counterparts — 47% more according to one study. Call center agents are the brand ambassadors and voice of the customer. Even better, McKinsey says that engaged and satisfied call center agents are: 8.5x

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Comm100

FEBRUARY 6, 2023

Studies show that financial institutions that lead in CX have a higher recommendation rate and a higher share of deposits, while those with declining CX risk losing 12.5% If you want to boost your customer retention rates, increase conversions, and turn your clients into brand ambassadors, you must personalize your CX.

Customer Experience 97

Customer Experience Brand ambassadors Self service Chatbots 97

CSM Magazine

JUNE 10, 2021

A Saddletree Research study found that the biggest challenge for contact centres in 2022 and beyond is likely to be: “Transforming the contact centre into being a central component of the operations of the organisation.”. One great way to do this is by turning the contact centre team into brand ambassadors.

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

Eptica

SEPTEMBER 18, 2015

Demonstrating this, the highest ranked grocery chain in the UKCSI continues to be upmarket group Waitrose , which comes sixth overall in customer satisfaction amongst major UK brands. The study also found a direct correlation between above average service and above average growth. Those that were 1% below saw sales decrease by 1%.

Multichannel 76

Multichannel Customer Service Brand ambassadors Self service 76

Fonolo

JUNE 14, 2018

In fact, brands should be focusing less on their logos and products as the crux of their identities; the customer should be the number one brand ambassador instead. According to a study by Customer Think, AI and machine learning will become vital to a business’s success or failure in the marketplace.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

GetFeedback

JANUARY 31, 2020

With so many companies vying for each customer’s attention, a winning customer experience strategy is a must for any company looking to build brand loyalty. Small wonder—as a study by Adobe shows , the top 10% of customers spend three times more than other customers.

Customer Experience 92

Customer Experience Brand ambassadors Feedback Surveys 92

Playvox

JANUARY 24, 2022

Customers that have positive experiences during moments of truth are typically transformed into loyal brand ambassadors who are not only open to purchasing more products and services from you, but will recommend your business to friends.

Contact Center 88

Contact Center Customer Experience Brand ambassadors Average Handle Time 88

CSM Magazine

APRIL 15, 2021

Here, he kickstarts the road to recovery with three tips on how to turn your agents into brand ambassadors. Meanwhile, in a recent study of UK organisations, McKinsey talks about the importance of ‘agile resilience’. Turn Contact Centre Representatives Into Brand Ambassadors. and “What are our core values?”

Brand ambassadors 52

Brand ambassadors Gamification Morale Best practices 52

GetFeedback

JANUARY 28, 2020

Implementing proper customer retention strategies can help you build solid relationships with customers who can also become your brand ambassadors. A study suggests that customers who have raised their concerns and seen it resolved are 84% less likely to reduce their spending. What is a customer retention strategy?

Customer retention 128

Customer retention Education Brand ambassadors Marketing 128

JustCall

NOVEMBER 6, 2019

First and foremost being that happy and satisfied customers are the best brand ambassadors for your company. Moreover, if you have your customer’s permission, you can compile all this information in a case study and use it to advertise your product on the web. Request them to work with you on a case study.

Brand ambassadors 71

Brand ambassadors Advertising SaaS Sales 71

VocalCom

JUNE 22, 2020

As agents who don’t have daily visibility into their metrics sit at an increased risk for burnout (Toister study), offering them custom reports and dashboards to self-monitor their KPIs is mission-critical to their well-being – and to the service delivered by the contact center.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

ChurnZero

APRIL 14, 2020

According to a joint study by G2 and Heinz Marketing, reviews are so impactful that 9 out of 10 of buyers are more likely to purchase a product after reading a positive review. . You strengthen that relationship and create irreplaceable brand ambassadors at the same time. . Why feedback is important.

Feedback 81

Feedback Brand ambassadors Advertising Marketing 81

Nicereply

JANUARY 14, 2021

By responding quickly and resolving their issues with concern and respect, you can convert a dissatisfied buyer to a brand ambassador. If you fail to respond to your client’s feedback or set things right with dissatisfied buyers, it can ruin your brand as a whole. Start by studying your website buyer journey.

Brand ambassadors 75

Brand ambassadors Customer retention Government Upselling 75

aircall

NOVEMBER 3, 2016

Studies show that 70% of customers would rather get a call-back than wait in a call queue, and that 75% of them consider click-to-call a necessary feature. It conveys more investment and attention than other channels; that means a solid shot at turning a bad review into a potential brand ambassador. Solve for growth.

Customer Support 81

Customer Support First call resolution Brand ambassadors voip 81

CSM Magazine

FEBRUARY 14, 2020

With numerous studies showing that 2020 will see customer experience overtake price and product as the key brand differentiator for companies, it’s no wonder we’re seeing increased impetus and investment in this area.

Brand ambassadors 59

Brand ambassadors Complaint resolution Customer centricity Best practices 59

CSR Inc.

JUNE 4, 2017

Let’s face it – a customer knows your brand and is already familiar with your products and services, so – while not effortless – keeping them as a customer has to be easier right? According to studies done by Bain & Company, increasing customer retention by 5% can lead to an increase in profits of 25% to 95%.

Customer retention 48

Customer retention Brand ambassadors Airlines Call Center 48

ProProfs Blog

JANUARY 7, 2020

By the same logic, one outstanding customer experience can convert them into loyal brand ambassadors, lifelong. . A study published in the Harvard Business Review reported that a complaining customer handled proactively in less than 5 minutes will go on to spend more on purchases in the future. Isn’t the answer pretty obvious?

Customer Service 169

Customer Service Customer centricity Brand ambassadors Customer Support 169

ProProfs Blog

AUGUST 30, 2019

By studying their browsing pattern, you can make an educated guess if they are trying to finalize a product. What’s more, they are like your brand ambassadors who recommend your business in their circle, leading to more potential customers. They may also compare your product with your competition during an interaction.

Brand ambassadors 92

Brand ambassadors Customer Support Advertising Surveys 92

Outsource Consultants

JANUARY 21, 2025

A study found that 70% of companies consider further investment in cloud computing for their customer service operations. Navigating Outsourcing Hurdles Maintaining Brand Consistency One of the primary concerns when outsourcing customer service is maintaining brand consistency.

outsourcing 67

outsourcing Call Center Brand ambassadors Consulting 67

Liveops

AUGUST 21, 2018

The human touch makes up the majority of a customer’s impression—a McKinsey study reported that 70% of buying experiences are based on how a customer feels they are being treated. ” How can retailers more successfully capitalize on these “moments of truth,” and what should a brand experience look like for customer calls?

Brand ambassadors 48

Brand ambassadors Customer Service Call Center Surveys 48

CSM Magazine

MARCH 24, 2022

With studies showing that empathy is declining over generations, identifying your ideal future front staff will require all your attention. Clients are willing to pay the price to receive appropriate care and employees feeling cared for spontaneously become brand ambassadors. About the Author.

Brand ambassadors 52

Brand ambassadors Morale Customer centricity CRM 52

Solvvy

JULY 8, 2022

Moreover, they’re more likely to increase spend with your company and become “brand ambassadors. Analysts that have studied NPS across industries have found that benchmarks vary for businesses in different markets.

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106

LiveChat

APRIL 1, 2016

You can do this yourself or point him to a resource like a landing page or a case study that will do it for you. Take note and try to replicate that experience so that other customers can become your brand ambassadors. Give him a platform : You can help Larry spread the love and feature him in a case study.

Brand ambassadors 59

Brand ambassadors Sales Upselling Scripts 59

CustomerSuccessBox

NOVEMBER 23, 2021

Finally, having loyal customers is also the possibility of eventually owning brand ambassadors. Brand ambassadors are customers who convey a good brand image of your business. Before studying the most relevant indicators for your activity, it is necessary to look at the question of satisfaction surveys.

Brand ambassadors 52

Brand ambassadors Upselling Construction Surveys 52

bold360 Blog

JANUARY 10, 2019

A recent study showed that 79% of customer support professionals feel that handling more complex customer issues improves their skills. Instead of being expected to work through customer queues as fast as possible, agents will be expected to be actually spend time with customers, as allies, problem solvers, and brand ambassadors.

Customer Service 49

Customer Service Brand ambassadors Chatbots Average Handle Time 49

REVE Chat Blog

APRIL 1, 2020

InContact study found that customers are satisfied and positive with proactive customer service. Loyal customers have a positive impact on business recommending your brand to friends and family with good word of mouth. . This is the best way to gain valuable brand ambassadors who will spread positive word-of-mouth for you.

Management 75

Management Feedback Brand ambassadors Chatbots 75

Totango

JUNE 23, 2020

Brand ambassadors have used the Net Promoter Score (NPS) to get those answers for almost a decade. Strong scores could encourage you to take action in the form of upsell, cross-sell, and expansion campaigns , or by developing a customer case study or asking the customer to speak at an event. 6 Best Practices for Your CS Team.

Best practices 62

Best practices Brand ambassadors Surveys Enterprise 62

aircall

NOVEMBER 3, 2016

Studies show that 70% of customers would rather get a call-back than wait in a call queue, and that 75% of them consider click-to-call a necessary feature. It conveys more investment and attention than other channels; that means a solid shot at turning a bad review into a potential brand ambassador. Solve for growth.

Customer Support 59

Customer Support First call resolution Brand ambassadors voip 59