ShepHyken

NOVEMBER 15, 2019

This personalized service leads to a higher perception of quality, and if your IVR can tap into your customer data from other channels, previous interactions, and your CRM, each call can be a quality experience. The IVR can link back to your customer data, modify survey questions in real-time, and collect personalized feedback.

Interactive Voice Response 237

Interactive Voice Response Customer Experience Self service Contact Center 237

AWS Machine Learning

JANUARY 6, 2023

TR’s customers span across the financial, risk, legal, tax, accounting, and media markets. The key requirement for TR’s new machine learning (ML)-based personalization engine was centered around an accurate recommendation system that takes into account recent customer trends. Solution architecture.

Personalization 69

Personalization APIs Engineering Enterprise 69

ShepHyken

JANUARY 5, 2018

There are many reasons businesses have poor customer service, and they can vary by industry, but in my opinion, there are four common themes that cause bad customer service. Remember that personal is memorable. Texting is personal: Texting provides another level of personalized service that supports the overall customer experience.

Customer Service 203

Customer Service Multi-channel support Customer Experience Personalization 203

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. In this blog post, we’ll explore what we can learn from the online gambling industry about customer service and how it can be applied to other businesses.

Customer Service 72

Customer Service Accountability Chatbots Customer retention 72

ClientSuccess

JANUARY 5, 2022

Account transitions will be inevitable throughout your tenure as a customer success leader. Whether through promotions, turnover, or new hires, new CSMs are bound to leave or join your customer account teams regularly. First, you and your internal team must identify the best person to take over the account.

Accountability 68

Accountability Journey mapping Technology Personalization 68

Creative Virtual

OCTOBER 6, 2021

One industry that has experienced an influx in the need for self-service is Insurance. Here are some examples: Claim Processing: Companies spend a lot of money on Claims personnel, often times increasing rates to account for the large number of calls coming into their contact centers.

Self service 92

Self service Contact Center Technology Personalization 92

ShepHyken

NOVEMBER 10, 2017

Luvo, their dedicated customer support live chat, helps customers carry out daily tasks and get information about account balances, funds transfers and much more using live conversations. The post Guest Blog: Live Chat Simplifies the Customer Journey appeared first on Shep Hyken. It improves the buying experience.

Transportation 185

Transportation Analytics Banking Metrics 185

JivoChat

AUGUST 22, 2023

Learning how to start a travel blog will help you share your passion for visiting different places and getting to know cultures from other countries all around the world. Step by Step How to Start a Travel Blog How to start a travel blog is simpler than you might believe. Will you make videos for your blog too?

Engineering 75

Engineering Analytics Best practices Customer Support 75

SmartAction

DECEMBER 12, 2023

New Mission, Vision, and Values: A Reflection of Our Core Our new mission statement, “to deliver the most exceptional, personalized automated experiences,” is more than words. With our reinvigorated approach, clients across industries — from retail to financial services — are experiencing the SmartAction difference.

industry standards 78

industry standards Customer Service Automotive Virtual Agent 78

Steve DiGioia

SEPTEMBER 16, 2016

As an industry, real estate, and property management in particular, is often viewed by consumers as being very “old school” and “behind the times”. BF : Property Management is renowned as a transient, high turnover industry with burnout a common problem. ► Interested in writing a guest post and be published here? Click to find out how.

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

ShepHyken

MAY 27, 2016

This week on our Friends on Friday guest blog post Shaista Haque writes about a very timely topic, the digital customer experience. Digital experiences are starting to mirror in-person experiences and you better be monitoring your digital customers now! – Shep Hyken. He picks up his phone and calls the customer service department.

Customer Experience 200

Customer Experience Banking Analytics Technology 200

AWS Machine Learning

APRIL 18, 2023

However, the team historically employed a rule-based curation method to recommend jobs throughout its user experience, which doesn’t allow members to get job recommendations personalized to their individual experience, expertise, and interests. “To It should be an easy process.

Personalization 76

Personalization Metrics Healthcare Automotive 76

Aspect

JANUARY 14, 2021

2020 was a difficult year for enterprise organizations across the globe, one that also forced digital transformation at an unprecedented rate – the contact center industry was not spared this shift. Our industry has never experienced a global pandemic and subsequent multi-market meltdown as a plausible scenario.

Contact Center 116

Contact Center Government Self service CRM 116

Kapta Customer Success

SEPTEMBER 19, 2016

As a key account manager, it’s vital that you engage in Customer Success content that is insightful, valuable, and relevant, giving you that competitive edge to deliver amazing service to your clients. Here are eight Customer Success blogs every key account manager should read to stay on the cutting edge of their business.

Accountability 45

Accountability Management SaaS Chief Customer Officer 45

Lumoa

APRIL 7, 2022

Net Promoter Scores are always an interesting topic of conversation, and industry NPS benchmarks even more so. This blog post will discuss NPS benchmarks and look at why NPS is so essential to overall customer success. This makes it an essential consideration for any customer success manager in almost any industry.

Benchmark 83

Benchmark Banking Metrics Surveys 83

SmartAction

DECEMBER 12, 2023

New Mission, Vision, and Values: A Reflection of Our Core Our new mission statement, “to deliver the most exceptional, personalized automated experiences,” is more than words. With our reinvigorated approach, clients across industries — from retail to financial services — are experiencing the SmartAction difference.

industry standards 52

industry standards Customer Service Automotive Virtual Agent 52

HGS

MAY 22, 2018

3 Ways Healthcare Engagement Models Differ from Other Industries. Over the past couple of years, there has been a lot of industry buzz about what retail can teach healthcare about engagement strategies. Unlike retail and other industries, the healthcare industry presents a complex lifecycle of stakeholders with financial impacts.

Healthcare 100

Healthcare B2C Government Analytics 100

ShepHyken

SEPTEMBER 9, 2016

This week on our Friends on Friday guest blog post my colleague, Anne Bachrach, reminds us of the importance of running a client-centered business and how this will set you up for success. Yes, it is true that you should have a personal interest and passion for your business, but your interest is not what drives sales. Shep Hyken.

Coaching 0

Coaching Marketing Feedback Sales 0

Amity

NOVEMBER 28, 2016

It is a challenging field where you deal with people who know their stuff and who are passionate about their industry. Today, we will be saying a few things about account-based marketing and, since this is the Amity blog, about why and how customer success teams should get involved in ABM. But, you get the picture.

Accountability 110

Accountability Marketing B2B Upselling 110

CSM Magazine

APRIL 5, 2022

The financial services industry is one of the most important sectors in the global economy. Deliver personalized customer experiences. An important way financial services companies can improve the customer experience is by personalizing the service they provide. It is also one of the most competitive. Offer self-service options.

Customer Service 52

Customer Service Big data Self service Banking 52

ClientSuccess

JULY 13, 2021

Modern CSMs working in the SaaS industry wear a lot of hats – and we mean a lot. They’re project managers, act as a liaison between customers and other teams, escalate incidents and issues, keep customers moving forward in their project plans, and are responsible for the general well-being of customer account health.

Accountability 52

Accountability SaaS Upselling Best practices 52

ShepHyken

JULY 20, 2018

Interactions between brands and consumers are changing across virtually every industry, making it more important than ever that your organization strives to encourage consistency within every moment of the customer journey. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Feedback 118

Feedback Customer centricity Accountability Customer Experience 118

aircall

JANUARY 6, 2021

Financial services are not only important to consumers, the financial services industry plays an important role in the financial health of our country , which has a direct effect on the national economy. . The financial services industry is instrumental in managing financial risks on a national level and keeping the economy strong.

Sales 62

Sales Banking Call Center Upselling 62

Totango

MAY 17, 2024

Cumbersome executive summaries : Preparing comprehensive account summaries for executives is time-consuming and challenging, especially when data must be gathered from multiple sources. As a result, CSMs spend a staggering 35% of their time compiling details on customer accounts using various tools. Tools like Chorus and Gong.io

Accountability 96

Accountability Government Chatbots Engineering 96

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. A relic from bygone days of old-school Account Management, QBRs are a classic, but not timeless, practice; one that feels perfunctory and misplaced in today’s always-connected, data-enriched landscape. Not to be that person, but you kind of had to be there. Customer Success vs. Sales.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Beyond Philosophy

JUNE 15, 2018

You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience. So, What is Mental Accounting? Airlines Run Mental Accounting Too Often in the Red. How else is a person going to pay for an airline ticket in 2018?

Airlines 360

Airlines Accountability Consulting Consulting 360

Vonage

APRIL 6, 2016

Automation is essential for expanding and accelerating service in many industries. But this time, make a “personal connection” first. This little exercise shows how easy it is to improve customer experience by adding a personal touch. This is Janice Lee in the Accounts Department. I am hoping you can help me.”

Personalization 74

Personalization Customer Experience Education Customer Service 74

VirtualPBX

NOVEMBER 8, 2023

In this blog, we are excited to present three compelling case studies that vividly illustrate how VirtualPBX has significantly elevated the performance of these businesses, making them more efficient and customer-centric. We liked the personalized training that came with it. The solution? VirtualPBX.

Healthcare 90

Healthcare APIs Customer centricity Accountability 90

Kapta Customer Success

MARCH 11, 2019

It doesn’t matter if you’ve been a key account manager for a decade or two or are new on the job; everyone can improve. To be a successful key account manager well into the future, you need a proven track record of helping your customers grow their accounts through the products and services your company offers.

Coaching 53

Coaching Accountability Management Consulting 53

ProProfs Blog

JULY 18, 2019

Have you personalized your marketing strategy? I started to notice more and more personalized campaigns a few years ago, and back then personalization was a kind of a revolution in the marketing industry. So, marketing ideas that were based on personalization made me think: why have I not thought of this before?

Personalization 92

Personalization Marketing Real estate Surveys 92

Beyond Philosophy

MAY 14, 2020

His blog, Influence People , has readers all over the world and offers years of insight into the art of persuasion. Ahearn’s background was in the insurance industry. So, Ahearn says that persuasion is about changing behavior to something the person probably would not do in the absence of your ask.

Consulting 419

Consulting Consulting Personalization Accountability 419

Influitive

MAY 12, 2016

Today’s empowered customers expect the interactions they have with your sales and marketing teams to be highly personalized and relevant—which can make striking up valuable conversations with prospects challenging. That’s one reason why account-based marketing has become a popular strategy in recent years.

Accountability 61

Accountability Marketing B2B Customer advocacy 61

JustCall

APRIL 5, 2022

Replacing its traditional counterpart, the technology is heavily deployed across industries and sectors today. . In this blog, we’ll explore different VoIP examples and use cases to get a clearer picture of why and how this tech is redefining communication strategies for businesses. . Fixing Communication Gaps Across Industries.

voip 52

voip Real estate Interactive Voice Response Education 52

Beyond Philosophy

JANUARY 13, 2022

In almost any industry, there are customers where you are losing money by letting them buy from you, either in terms of product returns or customer acquisition costs relative to revenue earned. The sales team’s compensation and work performance-related metrics are linked to their active accounts.

Accountability 195

Accountability Consulting Consulting Sales 195

Certified Languages International

OCTOBER 14, 2019

The good news is that the language services industry doesn’t have a ton of acronyms to remember. Here’s a list of the acronyms in the language services industry you should know. HIPAA: Health Insurance Portability and Accountability Act of 1996. Not unless you’re Elon Musk , of course. ACA: Affordable Care Act.

Interactive Voice Response 65

Interactive Voice Response Healthcare Education Accountability 65

JustCall

SEPTEMBER 18, 2019

Clearly, the education industry is immortal. . The education industry has seen quite a growth ever since its inception. Higher education is a multi-billion dollar industry. . When the person replies with an answer say – . Use cases of an SMS Bot in the education industry. Remarkable growth, in fact.

Education 53

Education Real estate Government Wait times 53

Totango

JANUARY 22, 2024

AI also emerged as a topic when we asked three of our executive leaders – Chief Marketing Officer Karen Budell , SVP of Customer Success Chris Dishman , and Chief Revenue Officer Dennis Reardon – to share their industry predictions for 2024.

Enterprise 95

Enterprise SaaS Engineering Technical Support 95