Fonolo

JANUARY 14, 2020

It’s a global online community of business leaders with a customer-centric approach. . They host a broad array of writers from across the customer care space, with a focus on improving the customer experience, increasing customer engagement, customer-first leadership and technology. Nice Reply.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Comm100

FEBRUARY 19, 2020

It’s important to remember though, having too many VIPs could overwhelm your support team and lower the quality of customer care, defeating the purpose entirely. On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty. Your Business Partners.

B2C 64

B2C B2B Advertising Accountability 64

Fonolo

APRIL 24, 2018

For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Compare, for example with State of Customer Care report we covered here. Our favorite chart: White Paper: 9 Critical Contact Center Trends for 2018. Plus So Much More!

Contact Center 57

Contact Center Call Center Self service Surveys 57

GetFeedback

FEBRUARY 15, 2019

NPS can illuminate the customer journey at each stage when properly segmented. Companies can identify which areas of business are performing well versus poorly by examining customer feedback from each phase. In a way, this forms a timeline of customer happiness. Closing the feedback loop. Who are they?

Surveys 60

Surveys CRM Feedback Sales 60

Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper RETHINKING THE CURRENCY OF THE EMPLOYEE EXPERIENCE AS MEANINGFUL WORK & INTERNAL SERVICE FRUSTRATIONS By: John Goodman, Scott Broetzmann, and Ted Nardin “The annual employment survey needs to be retired. The reason companies do these surveys…remains as important as ever.

Surveys 62

Surveys Best practices Feedback Calibration 62

Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper RETHINKING THE CURRENCY OF THE EMPLOYEE EXPERIENCE AS MEANINGFUL WORK & INTERNAL SERVICE FRUSTRATIONS By: John Goodman, Scott Broetzmann, and Ted Nardin “The annual employment survey needs to be retired. The reason companies do these surveys…remains as important as ever.

Surveys 62

Surveys Best practices Feedback Calibration 62

ClearAction

FEBRUARY 7, 2016

Customer Centricity. 70% of best-in-class adopters of customer experience management use customer feedback to influence strategic decisions, compared to half of industry-average organizations and 29% of laggards.(2). Customer Experience Strategy: 4 Overlooked Key Competencies white paper.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

Connecting the Dots

JUNE 30, 2021

John also provides a framework for the various types of customer surveys to allow clear understanding of focus and purpose, identifies which ones are relevant to the customer feedback process, how to create a baseline, and how to track progress, who should be part of the survey team, and much more. READ the full article here.

Best practices 62

Best practices Surveys Engineering Consulting 62

Comm100

FEBRUARY 19, 2020

It’s important to remember though, having too many VIPs could overwhelm your support team and lower the quality of customer care, defeating the purpose entirely. On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty. Free Download: Never Miss a VIP White Paper.

B2C 40

B2C B2B Advertising Accountability 40

Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper In our work with more than one hundred organizations over the past five years, we have observed that ineffective customer onboarding (onboarding) is a principal cause of customer disenchantment that can precipitate significant and unnecessary customer churn.

Education 62

Education B2B Sales Surveys 62

Comm100

OCTOBER 11, 2017

Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself.

Customer Service 61

Customer Service Customer Care Morale Marketing 61

JivoChat

AUGUST 9, 2021

According to a 2019 Microsoft report , 90% of respondents said customer service has a significant influence on the brands they buy from—and stick with long-term. Today, many customers care more about experience than product or even price. Ask for feedback.

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

According to a 2019 Microsoft report , 90% of respondents said customer service has a significant influence on the brands they buy from—and stick with long-term. Today, many customers care more about experience than product or even price. Ask for feedback.

Personalization 52

Personalization Customer Service B2B SaaS 52

Hero Digital

OCTOBER 5, 2019

Though more expensive, these firms often produce high-quality, scientifically rigorous surveys that can better shine a light on key insights about your target customers. They allow you to capture more candid feedback than you might get over social media or other online platforms. Consistent messaging requires careful planning. .

B2B 40

B2B Surveys Marketing Scripts 40

Comm100

OCTOBER 17, 2017

Large corporations and small companies alike have had to either learn how to properly engage with customers over social media, or lose business as a result. This blog post will show you exactly why social media customer service is so important, and how social media support can help take your business into the future of customer care.

Customer Service 66

Customer Service Customer Care Surveys Feedback 66

Comm100

NOVEMBER 6, 2017

This white paper gives you some insights on product grouping, website focus, customer expectations, and live chat measurement that can improve your conversion rate. Have Customers Switch Channels. Blocking negative feedback is also a way of showing your customers that you can’t take the heat. Download Now.

Customer Service 77

Customer Service Airlines Accountability Marketing 77