ShepHyken

DECEMBER 15, 2017

This week we feature an article by Keith Schorah who states that in order to deliver an excellent customer experience, you have to know your customers better than ever before, and this begins with your frontline. Employee engagement is crucial for any organization striving to become more customer-centric.

Employee engagement 298

Employee engagement Customer centricity Feedback Morale 298

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. Also, the smart customers are becoming more inclined towards the online mediums of interactions like live chat, social media or even email. Shep Hyken.

Government 220

Government Technology Benchmark call center software 220

ShepHyken

AUGUST 4, 2017

This week we feature an article by the Strategy Institute featuring insights on key Digital Customer Experience factors from different business leaders. A customized digital experience is your opportunity to connect with the customer as an individual. . Automation and Artificial Intelligence.

Big data 189

Big data Customer Experience Personalization Technology 189

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. That perfectly describes an omnichannel customer experience platform.

Self service 199

Self service APIs Surveys Analytics 199

ShepHyken

MARCH 9, 2018

Gartner also reported that by 2020, 72% of customer interactions will involve an emerging technology such as machine-learning applications, chatbots or mobile messaging, up from 11% in 2017. This type of technology is still very juvenile and even the top tech giants such as Facebook were receiving high failure rates during 2017.

Customer Service 189

Customer Service Chatbots Advertising Technology 189

ShepHyken

JUNE 15, 2018

In a recent press release, Gartner estimated that “ 25% of customer service and support operations will integrate virtual customer assistant or chatbot technology across engagement channels by 2020, up from less than two percent in 2017 ”. These numbers are staggering. But how exactly does one get onboard with this trend?

Chatbots 189

Chatbots Customer Support Healthcare Scripts 189

Bill Quiseng

JULY 18, 2017

I had the great opportunity to interview Blake Morgan , customer experience futurist about her new book, More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences. I have been a big fan of her customer experience articles that regularly appear in Forbes.

Customer Experience 318

Customer Experience Wireless Airlines Education 318

CustomerGauge

OCTOBER 2, 2017

This year, we learned a lot about how vital customer experience has become in competitive economies. The post Top 5 Customer Experience Lessons of 2017 appeared first on CustomerGauge.

Customer Experience 72

Customer Experience Airlines 72

ijgolding

OCTOBER 2, 2017

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Check out posts from other bloggers at the blog carnival. And learn more about CX Day at: [link].

Customer Experience 63

Customer Experience Customer centricity Technology Management 63

ShepHyken

DECEMBER 4, 2017

Rethinking Federal Customer Experience by Frank Konkel. Nextgov) This eBook looks at how agencies are baking customer experience into their missions. My Comment: Let’s kick off this week’s Top Five with an interesting concept: That the United States government could provide excellent customer service.

Customer Service 0

Customer Service Government Customer emotions Marketing 0

ShepHyken

OCTOBER 23, 2017

You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX. The information that Vala shares through his articles and blogs is always spot on. Retail Customer Experience) If service was an impulse encounter, what would be its features? The future is now!

Customer Service 185

Customer Service Personalization Metrics Customer Experience 185

ShepHyken

AUGUST 14, 2020

He writes about the importance of ensuring a positive customer experience, especially during a world crisis. The customer experience (also referred to as CX) seems like a simple concept. Put simply; customer experience can be defined as thoughts and feelings that the consumer associates with the brand.

Customer Experience 318

Customer Experience Entertainment Sales Healthcare 318

ShepHyken

JUNE 2, 2017

As customer service professionals, we have a hard time agreeing on what a “great customer experience” really is, and what’s truly possible. We hear stories about companies doing amazing things, but those sound disconnected from reality, given our own experience – they read like fairy tales. Shep Hyken.

Wireless 189

Wireless Banking Analytics Call Center 189

ShepHyken

JANUARY 13, 2017

This week on our Friends on Friday guest blog post my colleague, Bryan Peterson, shares signs that may indicate it’s time to outsource your customer service. Outsourcing can be a viable alternative and it must be something your customers trust and have confidence in. – Shep Hyken.

outsourcing 192

outsourcing Customer Service call center solutions Call Center 192

Customer Experience Matters

OCTOBER 3, 2017

Here are links to download different versions of the infographic: Infographic: in.jpg format, in.pdf format 18″ x 24″ poster: in.jpg format, in.pdf format This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.”

Customer Experience 78

Customer Experience 78

ShepHyken

SEPTEMBER 7, 2018

In particular, buyers are looking for hands-on insights into adoption and scalability, which is where input from customers and third-parties comes in. While there are tweaks you can make to your product approach that will create more trust with potential buyers, there’s also a huge resource you’re sitting on already: your existing customers.

B2B 201

B2B Surveys Sales Marketing 201

ShepHyken

JUNE 8, 2018

It’s the story of how our support crew listened to the users of Videoleap , our creative video editor (and Apple’s App of the Year in 2017 in 77 countries, only three months post-launch — ok, done gloating). Read Shep’s latest Forbes Articles: Whole Foods Knows Its Customers. Still not sure? Here’s an upbeat case study.

Customer Support 188

Customer Support Brand ambassadors Scripts Customer Care 188

CustomerGauge

MAY 17, 2017

Now that the dust has settled, and pictures of Dr.David Dao’s half naked body are no longer making the rounds on my social feed, I think it’s time we talk logically about the elephant in the room: Customer experience within the airline industry has come under hot water over the last few months, through a combination of […].

Airlines 72

Airlines Customer Experience 72

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! And celebrate how good service experiences will keep customers happy, improve loyalty and grow our business.

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

ijgolding

JANUARY 4, 2017

In the last two days, I have lost count of the number of blog posts articles that have been produced talking about this very subject – so I thought I would add another from my own perspective!! Rather than describing what I observed in 2016 specifically, I want to encourage people to think about what they should be doing in 2017.

Education 59

Education Customer Experience Customer centricity Government 59

NICE inContact

MARCH 23, 2017

Contact centers will continue to evolve and improve as the need for better customer support continues to grow. And, since the need for customer support has never been higher than in 2017, it’s unlikely that improvements are going to slow down anytime soon. So with that said, what does 2017 hold for the customer experience?

Contact Center 52

Contact Center Customer Experience Customer Support Management 52

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

ShepHyken

JUNE 29, 2018

If customer service is something your company is not strong with, it is imperative that an effective strategy is employed before doing anything else. businesses each year as a result of bad customer experiences. It is no secret that social media continues to increase in popularity by the day for customer support.

Customer Service 206

Customer Service Feedback Coaching Management 206

ShepHyken

MAY 15, 2017

If you don’t subscribe to his blog, you should. Pitney Bowes Updates Communicate for Personalized Customer Engagement by Dom Nicastro. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. This short article has three excellent ideas that focus on client loyalty.

Customer Service 174

Customer Service Airlines Customer retention Personalization 174

ProProfs Blog

OCTOBER 31, 2018

In 2017, United Airlines went viral when a passenger was forcibly removed in an overbooked flight. In a world where people can easily share their experiences with businesses via social media–an assessment which can make or break a brand— customer advocacy has become one of the top priorities today. How To Do It Right.

Marketing 160

Marketing Customer Experience Airlines Customer centricity 160

CustomerGauge

JANUARY 6, 2017

Following the success of our 20 Customer Experience Influencers to Follow in 2017 article, we decided to prepare you for your Net Promoter Score & Customer Service success. Keeping track of NPS and Customer Service best practices is going to help you accelerate your business growth.

Customer Service 133

Customer Service Best practices Customer Experience 133

Beyond Philosophy

DECEMBER 19, 2017

The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. Secondly, the UK are not as customer-centric as U.S

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

Customer Service Life

JANUARY 7, 2018

It has been a pleasure to be associated with ICMI through their conferences, webinars, book club, blog, and of course, the regular #ICMIChat Twitter chat every Tuesday at 10am Pacific time. So many times I sit down to write a blog post and wonder, “Is anyone really going to care about what I have to say? Jenny Dempsey.

Contact Center 84

Contact Center Feedback Customer Service Customer Experience 84

Customer Service Life

MARCH 24, 2018

This article was originally published on the ICMI Blog on December 21, 2018. So what did I do to come up with three lessons for 2017? I went through my last year of blog posts and found the experiences that taught me something, and in some cases continued to gnaw at me throughout the year. Click here to read it.

Coaching 60

Coaching Chatbots Contact Center SaaS 60

Verint

DECEMBER 28, 2017

One of the biggest differences has to do with how we acquire and then retain customers. When I started this blog in 2009, I focused on the thorny issues involved with communicating across the sales-engineering interface®. The following One Millimeter Mindset customer retention blog posts represent the top posts from 2017.

Customer retention 36

Customer retention Engineering Coaching Sales 36

Uniphore

APRIL 6, 2017

That's why it's so important to understand how new technologies can help your company keep that competitive edge in order to best serve your customers and ultimately improve the efficiency of your business Here are four of the hottest technology trends ready to significantly improve customer service in 2017 and beyond: Read More.

Technology 65

Technology Customer Experience Customer Service 65

Eptica

AUGUST 23, 2017

Date: Wednesday, August 23, 2017 Instant messaging and customer experience in Asia. Published on: August 23, 2017. Given the usage of instant messaging, brands are increasingly making them part of the customer experience. Transforming customer experience in local authorities.

Customer Experience 100

Customer Experience Chatbots Transportation Airlines 100

Beyond Philosophy

DECEMBER 12, 2017

Target Corporation has had a number of challenges over the past few years, from abruptly closing all of their Canadian stores to a 2016 earnings shortfall, plummeting stock price, and a rather negative sales outlook for 2017 (first quarter EPS was 6% lower than first quarter 2016). Wine and beers shops inside the store. Don’t think so.

Customer Experience 150

Customer Experience Construction Consulting Consulting 150

ShepHyken

OCTOBER 5, 2022

Brian Knight , a professional speaker on team performance, posted the story on his blog. When Brian was in Suzanne’s office the first time, he noticed a massive trophy with her name engraved six times – next to the years 2016, 2017, 2018, 2019, 2020, and 2021. And by the way, you will enjoy this story even if you’re not in sales. .

Sales 307

Sales Customer Service Advertising Customer Experience 307

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

NICE inContact

DECEMBER 19, 2017

NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all! I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. New Omnichannel Customer Experience Research – How Well Are You Doing?

SaaS 48

SaaS Contact Center Call Center Customer Experience 48

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

Chatbots 48

Chatbots Multichannel Customer centricity Analytics 48