ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR How to Build Customer Loyalty with a Thank You Page by Thomas Griffin. Consider the opening stats.

Customer Service 254

Customer Service Customer retention Contact Center Upselling 254

ShepHyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? The key to building customer loyalty, they claimed, was to simply make it effortless for people to do business with you. by Jon Picoult.

Customer Service 222

Customer Service Best practices Education Consulting 222

Beyond Philosophy

JANUARY 11, 2024

Customers have habits. So, if your customer is habitually buying your competitive product or service, how do you change that? Whatever the reward is, it’s essential to understand what it is to the customer whose habits you want to change. Apple did an excellent job with this regarding Apple Pay.

Education 221

Education Feedback Call Center Marketing 221

ShepHyken

SEPTEMBER 5, 2022

Each week I read many customer service and customer experience articles from various resources. 4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. How has the ongoing digital evolution impacted how customers view patience today? Here are my top five picks from last week.

Customer Service 167

Customer Service Journey mapping Surveys Customer Experience 167

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. Moreover, you should understand the culture where your customers live.

Customer Experience 383

Customer Experience Airlines Consulting Consulting 383

ShepHyken

AUGUST 3, 2020

Each week I read a number of customer service and customer experience articles from various resources. Personalization and Customer Experience Strategies for Success by Larisa Bedgood. Business2Community) Personalized customer experiences are now at the center of all marketing initiatives.

Customer Service 232

Customer Service Marketing Personalization Customer Experience 232

CSM Magazine

DECEMBER 20, 2022

Online gambling has become a major industry in recent years, and its success is due in large part to its ability to provide excellent customer service. From the ease of making deposits to the swiftness of payouts, online gambling sites have continuously worked to improve the user experience for their customers.

Customer Service 72

Customer Service Accountability Chatbots Customer retention 72

Fonolo

MAY 10, 2023

Attending contact center conferences and live events is an excellent way to keep up with technology and best practices in this rapidly changing industry. Consider attending an industry event if you’d like to sharpen your management and customer service skills. You’ll be glad you did!

Contact Center 87

Contact Center Healthcare Call Center Technology 87

Beyond Philosophy

MAY 4, 2023

After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy. Provide value to your customers or your audience. 10 Rules for Building a Successful Consultancy Be brave and be committed.

Consulting 195

Consulting Consulting Education Customer Experience 195

ShepHyken

MAY 22, 2017

Each week I read a number of customer service and experience articles from various online resources. 5 Fun and Inexpensive Customer Appreciation Ideas by Aja McClanahan. Fundera) Customer appreciation doesn’t have to be complicated or expensive. 7 Powerful Customer Service Phone Tips by Pascal van Opzeeland.

Airlines 205

Airlines Customer Service Self service Technology 205

ShepHyken

FEBRUARY 27, 2017

Each week I read a number of customer service articles from various online resources. The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. The “20th Annual Mystery Shopping Study” recognizes seven retailers who excel in customer service.

Customer Service 189

Customer Service Personalization Chatbots Self service 189

ShepHyken

MARCH 24, 2017

This week on our Friends on Friday guest blog post my colleague, Manuel Grenacher, writes about how using bots can help manage and improve the customer experience. Used properly, I believe bots can be an customer service excellent tool. When a customer gets in touch, the bot replies instantly. Shep Hyken.

Customer Experience 228

Customer Experience Airlines Chatbots Personalization 228

ShepHyken

AUGUST 19, 2016

This week on our Friends on Friday guest blog post my colleague, Jack Plantin, writes about the importance of customer support and options we can offer for around the clock support. He shares some excellent self-help ideas. 24/7 customer support is great to have, but it can expensive and time-consuming for small companies.

Customer Support 223

Customer Support Banking outsourcing Coaching 223

Eptica

MAY 13, 2020

Date: Wednesday, May 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: why you can learn from the classics. No act of kindness, no matter how small, is wasted, Aesop Whatever you are faced with during your day, focus on being helpful and customer-centric, even if it feels unappreciated.

Customer Service 79

Customer Service Benchmark Best practices Banking 79

SharpenCX

AUGUST 4, 2021

When businesses focus on improving their customer experience and service strategy, they can see up to an 80% increase in revenue. . As a customer service manager, you know how critical it is to deliver the best customer experience. But, over time, your once-polished customer service strategy grows stale.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

Blueship Call Center

JULY 7, 2023

Whether you like it or not, customers are the heartbeat of your business, therefore providing excellent outsourced customer care services is crucial to its success. Without consumers, a business cannot make a profit and has no reason to exist, even if it offers the greatest goods and services on the planet.

outsourcing 69

outsourcing Customer Service Customer Care Self service 69

Nicereply

MARCH 14, 2023

These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. But when you’re fighting product fires , helping customers, and managing a team, you can’t afford to waste time on unhelpful books. Priorities are constantly competing. You need proven work.

Management 98

Management Call Center Metrics Entertainment 98

Steve DiGioia

OCTOBER 15, 2019

So, you must realize that your customer service will never be perfect either. So, how perfect can we ever expect our service to get? Our customers expect us to be perfect, right? First, let’s look at 8 reasons why customer service will never be perfect. 2. Your Service is Not Consistent.

Customer Service 168

Customer Service Sales Morale Personalization 168

Global Response

JANUARY 31, 2024

Benefits of outsourcing tech support Outsourced technical support , or Managed IT Services, is when companies hire a third-party team to provide technical services and support. It is staffed by people worldwide, in different time zones, ready to serve your employees 24/7/365 via phone or live chat. It’s all fair game.

outsourcing 62

outsourcing Technical Support Best practices Education 62

SharpenCX

DECEMBER 23, 2019

If you don’t deliver good service, customers won’t trust you. Turns out, excellent service is the number one factor that impacts a consumer’s level of trust with your company. Providing a good experience for your customers isn’t about being perfect. Simply put, you build trust through the service you deliver.

Contact Center 107

Contact Center Customer Service Coaching Contact center software 107

SharpenCX

MARCH 5, 2020

Over the past few years, the rise of social media, always-in-hand mobile devices, and the generational workforce and consumer swap have made waves in customer service and best practices for contact centers. Companies struggle to evolve and keep up with the changing demands of customers.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

Up Your Service

FEBRUARY 11, 2019

What is HR’s role in creating a strong and sustainable service culture? In this fast-paced webinar, Ron Kaufman answers these 7 questions many more from the global audience. What is a service excellence culture? There’s a growing emphasis on treating employees as customers within the HR function.

Customer Service 40

Customer Service 40

Skybridge

MAY 18, 2020

Since COVID-19 first hit our shores, most North American businesses have been forced into an uncomfortable balancing act, trying to juggle the immediate needs of customers with long-term planning and budget concerns – all while keeping employees safe and engaged. 7 Lessons Of Customer Service That Are Vital To Getting Through Crises.

Customer Care 52

Customer Care outsourcing Banking Best practices 52

Skybridge

MAY 18, 2020

Since COVID-19 first hit our shores, most North American businesses have been forced into an uncomfortable balancing act, trying to juggle the immediate needs of customers with long-term planning and budget concerns – all while keeping employees safe and engaged. 7 Lessons Of Customer Service That Are Vital To Getting Through Crises.

Customer Care 52

Customer Care outsourcing Banking Best practices 52

CSM Magazine

MAY 19, 2022

Carly Freeman, Head of Customer Services at Insite Energy , shares some key lessons learned while helping people at the sharp end of a crisis. When times are hard for customers, high quality support is an absolute imperative. When our customers reach out to us, we must ensure we’re there to help.

Wait times 52

Wait times Morale Customer centricity Engineering 52

Inbenta

FEBRUARY 27, 2020

A 24/7 channel: we can send emails whenever we need to and we can read the answer in detail whenever we want, which is not the case for phone calls. Inbenta has helped many businesses to improve customer service using advanced automatic Natural Language Processing (NLP) technologies. An interaction history for better follow-up.

Management 75

Management Engineering Self service Call Logging 75

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. How can leaders wrap their heads around these overwhelming mandates for customer experience excellence?

Customer Experience 77

Customer Experience Journey mapping Customer centricity Best practices 77

JustCall

APRIL 19, 2023

For instance, delivering excellent customer experience is one of the aspects of this blueprint for success. However, some of the markers with the help of which businesses can be declared successful are: An increase in revenue Generating a steady monthly cash flow Building a strong brand and customer base, etc.

Customer centricity 52

Customer centricity Enterprise voip B2C 52

Win the Customer

JANUARY 4, 2016

As customer experience leaders we need to be more proactive in creative a vision for experience rather than just empty affirmations of service. The customer experience management practices in place today are part of this shift towards focusing on excellence and investing in talent management.

Customer Experience 93

Customer Experience Best practices Customer centricity Coaching 93

Steve DiGioia

DECEMBER 5, 2016

Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. They tout the benefits of their product and how they tend to the specific needs, wants and desires of their customers. The first question was to ask if what they were doing was right for the customer.

Customer centricity 264

Customer centricity Metrics Consulting Consulting 264

Nicereply

APRIL 26, 2023

Unlock your support team’s potential and deliver exceptional customer service with these 8 expert tips for ticket management. Replying to your customers in a friendly and helpful way— while solving their problems —is the most direct way to provide that great experience. Maintain a good overview 7. Create a triage role 6.

Management 52

Management Chatbots Customer Support Customer Service 52

ChurnZero

NOVEMBER 4, 2022

With sweeping layoffs, forecast misses, and budget cuts in the news, there’s one question running through the mind of every Customer Success leader right now: What can I do to prepare my department for the impacts of the economic downturn? Difficult conversations lead to deeper customer connections.

SaaS 98

SaaS Customer centricity Finance Best practices 98

PeopleMetrics

JUNE 16, 2015

(DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. When it comes to customer experience activities and commitment, leaders appear to be: 1. "All The Survey Says. All Talk, No Action".

Customer centricity 96

Customer centricity Employee engagement Surveys Feedback 96

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience. Adam Ramshaw Follow @Genroe.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Fonolo

JANUARY 10, 2020

Most customers choose to make purchases from the within the safe walls of their homes via online retailers such as Amazon. Most customers choose to make purchases from the within the safe walls of their homes via online retailers such as Amazon. Customer experience training is a part of the Amazon onboarding process.

Contact Center 67

Contact Center Call Center Technology Personalization 67

ProProfs Blog

DECEMBER 6, 2019

The organizations that proactively invite and accept customer feedback have a better brand image. Studies have shown that nearly 75% of companies are perceived positively by the customers because of this reason. Studies have shown that nearly 75% of companies are perceived positively by the customers because of this reason.

Feedback 124

Feedback Surveys Benchmark Sales 124

ChurnZero

NOVEMBER 22, 2021

Customer Success Capacity Planning and Budget Guide. As a Customer Success leader, do you get anxious at the thought of asking your CFO or CEO for additional headcount? Even though it’s evident that your understaffing is causing the customer experience to suffer. How to Perform a Top-Down Analysis for Customer-to-CSM Ratio.

Benchmark 98

Benchmark Finance Best practices Sales 98