CX Accelerator

APRIL 1, 2022

I can remember it well. After service had been restored, I got a call from a customer. It just so happened to be from a customer to whom I had issued a service credit just a day earlier in hopes of restoring his confidence in our company. When I began to make my offer, the customer responded with something like: “Look.

Government 266

Government Contact Center Personalization Customer Service 266

ShepHyken

OCTOBER 24, 2016

Each week I read a number of customer service articles from various online resources. My Comment: If customer service is the new marketing, and personalization is the hottest strategy, then this article is a must-read. More than just an increase in sales, personalizing the customer’s experience will help create more customer loyalty.

Government 298

Government Customer Service Customer Care Personalization 298

Myra Golden Media

FEBRUARY 14, 2019

If you say “because” when you’re telling a customer something, you’ll significantly increase the chance that they’ll accept your word as final. Using the “because” tactic, you can increase the chances of a customer accepting your word as final. Customers are still upset.

Personalization 246

Personalization Customer Service Management Call Center 246

Beyond Philosophy

NOVEMBER 8, 2019

It’s not an actual physical thing, but, apparently, not having it can be costly for your net worth. . We discussed in a recent podcast the psychology behind the stock market and what it means, as well as what we can learn from that and do differently. Losing Confidence. The Psychology of Losing Confidence in the Economy.

Consulting 295

Consulting Consulting Marketing Customer Experience 295

Steve DiGioia

OCTOBER 28, 2019

Why Are You Losing Customers? The fact is, most customers don’t tell you why they left, they simply go away and find someone else to do business with. I’m going to give you 8 simple questions you can ask any customer that will give you some of the best feedback you’ll ever get. Or, the words they say: Well, ok.

Feedback 185

Feedback Customer Service Personalization Management 185

Fonolo

OCTOBER 21, 2021

Emotional intelligence has always been a hot topic in the customer service world. Over the lockdown period, the public turned to their phone lines looking for human support, but instead found contact centers overwhelmed and in disarray, with little time to exercise the comfort and care that today’s consumers want. DID YOU KNOW?

Call Center 177

Call Center Contact Center Scripts Employee engagement 177

Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. It’s time to put up or shut up.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Call Center Weekly

FEBRUARY 5, 2018

As someone who's been ensconced in leadership for a long time I can honestly say that there's a true dearth of effective leaders in the world. Being thrown into a leadership position without the background to be good at it can feel overwhelming. You can learn anything you don't know and probably know more than you think you do.

Finance 288

Finance Consulting Consulting Education 288

Uniphore

AUGUST 12, 2021

Unsurprisingly, sales of these multimodal assistants grew 30% in 2020, while voice-only assistants saw a 3% decline. Multimodal Virtual Agents allow customers to tap, text and talk to get more done , with little effort. By 2023, customers will prefer to begin 70% of self-service requests with conversational voice interactions.

Best practices 98

Best practices Virtual Agent Scripts Call flow 98

delighted

MARCH 23, 2021

It takes a lot to earn a customer’s loyalty. And once you bring someone into your company’s ecosystem, the last thing you want to do is lose them. By emphasizing customer retention as a key performance indicator (KPI) for your business, you can ensure your priorities are in the right place. Why customer retention matters.

Customer retention 116

Customer retention Feedback Surveys Benchmark 116

aircall

OCTOBER 13, 2022

And gained efficiencies are worth little if not continually monitored and sustained. For ops management teams—with countless workflows to oversee and not enough time to oversee them— losing time due to inefficiencies translates to 20% to 30% in business revenue losses annually, according to market research giant, IDC. That’s a lot!

Management 118

Management Sales Consulting Consulting 118

Kayako

DECEMBER 8, 2016

Intro: Word of mouth marketing. 3: The results. 5: Is it too late to win the customer back? What you can do to rectify bad customer service. Intro: Word of mouth marketing. We wanted to test word of mouth marketing to see if it could be used to rectify a customer’s bad experience.

Customer Service 116

Customer Service Airlines Surveys Marketing 116

Help Scout

APRIL 27, 2021

It’s not fancy and the location isn’t great, but they know how to wow a customer. Why wow your customers? Wowing your customers creates deeper loyalty and delight and promotes meaningful usage for years to come. Similarly, your support department’s main job probably isn’t sending out free swag to new or valuable customers.

Consulting 117

Consulting Consulting Upselling Banking 117

Quiq

SEPTEMBER 30, 2022

Do you know what your customer journey looks like? Back before the ubiquity of online shopping (we like to call it the stone age), the customer journey was fairly simple. Now, the customer journey is much more complex, and customer mapping needs to be an even bigger part of your marketing and sales processes.

Journey mapping 82

Journey mapping Sales Scripts Chatbots 82

ProProfs Blog

APRIL 30, 2020

What about your customers? While social distancing and self-quarantine are the need of the hour, businesses don’t have to be distant from their customers. As a business owner, you must have spent sleepless nights and devoted countless hours to earn your valuable customers. Tips for Customer Engagement in COVID-19 Outbreak.

Surveys 128

Surveys Customer Support Marketing Customer centricity 128

Monet Software

OCTOBER 28, 2020

A long-term, customized employee engagement strategy should be the ultimate goal for any call center. Surprisingly, a contact center shift can provide a healthy, motivating interlude at times like these, if leaders make some adjustments. Tips for maintaining contact center engagement, no matter the season. It’s that time again.

Employee engagement 90

Employee engagement Call Center Morale call center workforce 90

JustCall

AUGUST 8, 2023

In other words, it is a highly saturated and competitive market. As such, businesses are perpetually battling it out to find the best ways to woo and win over customers. Conversational AI can be the secret ingredient for this sauce. It eliminates roadblocks in the customer journey and makes the value proposition accessible.

Customer effort 52

Customer effort Multi-channel support Self service Chatbots 52

aircall

OCTOBER 11, 2022

When it comes to customer-facing team productivity and performance , only a great quarter filled with met targets eases the pressure long enough for a few team high-fives. The more intense the pressure, the greater the cost of losing time to manual admin that distracts team focus from high-value prospect and customer interactions.

Customer centricity 118

Customer centricity CRM Sales Analytics 118

Steve DiGioia

AUGUST 22, 2016

…You deserve nothing less from your customers This original article was written by Steve DiGioia. Of course we never have to lose our playfulness or child-like wonder and curiosity. But he’s the customer, aren’t they always right? Here’s 3 quotes to ponder: Morals are private. I never wanted others to think I was a jerk.

Morale 159

Morale Advertising Personalization 159

TeamSupport

MAY 11, 2021

“You’re not paying close enough attention to your customers.”. At TeamSupport we have a belief that B2B companies are neglecting their existing customers in favor of focusing on new business. At TeamSupport we have a belief that B2B companies are neglecting their existing customers in favor of focusing on new business.

B2B 98

B2B Upselling Metrics Education 98

Nicereply

AUGUST 31, 2020

Apart from customer satisfaction, there are plenty of other KPIs and metrics your support team is probably measuring today. In fact it can be very easy to get overwhelmed by the sheer amount of KPIs you’re measuring. First let’s take a look at what can you achieve using only Zendesk Support. A little, yes. just name it.

Feedback 98

Feedback Metrics Accountability Surveys 98

CSM Magazine

NOVEMBER 29, 2019

Find out if your telephone customer service is winning or losing customers by making a “mystery call”. If your customers aren’t impressed by you or your co-workers on the telephone, they can switch businesses by merely hanging-up and dialing the competition. b) 3 rings or less. a) 5 rings or less.

Customer Service 64

Customer Service Personalization Management 64

Monet Software

MARCH 12, 2020

An engaged workforce is associated with better customer retention, lower turnover, greater productivity and among publicly traded companies, even higher stock price. The challenge is that engagement is all about meaning, which can only be built from the ground-up. Below-market compensation can harm morale and drive up turnover.

Employee engagement 77

Employee engagement Contact Center Call Center Morale 77

Nicereply

DECEMBER 12, 2022

The internet makes it easy to get the resources you need to give your customers the best support. And the cost to your productivity, ability to focus, and mental well-being can be massive. The idea behind using a distraction blocker app is that they can help you develop better habits to be more productive. Cold Turkey.

Engineering 52

Engineering Time management Marketing Education 52

Nicereply

MARCH 28, 2019

Putting yourself in customer’s shoes can really help you to empathize and keep your customer responses genuine and honest. Customer service is one of the most powerful factors that affects loyalty and sales. Each customer you interact with is different. Empathize with a customer’s feelings.

Customer Service 89

Customer Service Consulting Consulting Scripts 89

ChurnZero

SEPTEMBER 22, 2021

9 Common Difficult Customer Conversations Mistakes & How to Avoid Them. Difficult customer conversations are hard. It doesn’t matter whether you’re a brand new CSM or a CSM with a lot of experience or a CS Leader, having difficult conversations with customers is hard. Mistake 3 – Not confirming the customer’s view.

Feedback 97

Feedback 97

360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it? The Three Areas of ROI.

Customer Experience 133

Customer Experience Sales Journey mapping Metrics 133

Kayako

OCTOBER 25, 2017

Deliver live chat incorrectly and you will put customers off using your business: . Deliver live chat incorrectly and you will put customers off using your business: . Our study found consumers are looking for a live chat experience that: Doesn’t keep customers on hold. What can we do improve live chat user experience?

Scripts 84

Scripts Customer Support Wait times Personalization 84

aircall

MARCH 2, 2022

Value-based selling might sound simple, but it can easily be lost in the sales journey. . Sales teams are there to sell, of course, but that doesn’t mean they should ever lose sight of the value of what they’re selling. And if your sales team doesn’t take the value of your product seriously, how can you expect your customers to?

Sales 62

Sales Education 62

aircall

FEBRUARY 16, 2022

In an era of globalized business and instant digital connection, every potential customer has untold options at their fingertips. . For salespeople, that means delivering a standout customer experience is essential. In fact, 50% of customers already find salespeople too pushy. Why Is a Personalized Sales Approach Important?

Personalization 62

Personalization Sales CRM Call Center 62

Peter Lavers

JULY 6, 2016

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. Sometimes this even gets out to the customers! This is a lose-lose situation!

Customer centricity 100

Customer centricity B2C B2B Engineering 100

CSM Magazine

OCTOBER 14, 2021

The website is your office online – here you present your offer, provide contact information, and other important details your customers (existent and future) need to know. Also, the content is designed to attract new leads to your site, where they can learn more. #2: 3: Electronic Signature. 2: Management Software.

Real estate 52

Real estate Accountability Marketing Management 52

NobelBiz

FEBRUARY 22, 2023

Clients expect great and personalized customer experience from your agents and supervisors who are well-trained and informed on your products and services. But that can only happen with good management from your supervisors, excellent follow-up from your agents and effective leadership from you as an owner.

Contact Center 52

Contact Center Morale contact center solutions Construction 52

NobelBiz

FEBRUARY 22, 2023

Clients expect great and personalized customer experience from your agents and supervisors who are well-trained and informed on your products and services. But that can only happen with good management from your supervisors, excellent follow-up from your agents and effective leadership from you as an owner.

Contact Center 52

Contact Center Morale contact center solutions Construction 52

CSM Magazine

MARCH 1, 2019

If you say “because” when you’re telling a customer something, you’ll significantly increase the chance that they’ll accept your word as final. Using the “because” tactic, you can increase the chances of a customer accepting your word as final. Say the word “because”. Customers are still upset.

Consulting 45

Consulting Consulting Personalization Customer Service 45

JustCall

MARCH 9, 2023

But if your customer service skills are circling down the drain, you will end up losing more customers with every passing day. Patience, empathy, and problem-solving are some of the good skills to have for customer service. In this article, we will look at the top 20 skills for customer service every employee must master.

Customer Service 40

Customer Service Construction Feedback Personalization 40

ijgolding

AUGUST 9, 2017

A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally. Communication. Collaboration. Influencing skills.

Customer Experience 90

Customer Experience Customer centricity Education Accountability 90