CCNG

FEBRUARY 28, 2024

So, how do you make hybrid work a practical option for your employees in the long term? What are some of the hybrid workforce best practices you should consider adopting for 2024? The ability to work hybrid or remotely can significantly influence whether your top talent will stay for years or seek employment elsewhere.

Best practices 195

Best practices CCNG Technology Surveys 195

CX Accelerator

NOVEMBER 7, 2023

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. Surely customer support could help me sort this out. You can try calling back and perhaps another office will have a supervisor.”

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

ShepHyken

NOVEMBER 14, 2023

Last week, I introduced you to The Customer Hierarchy of Needs based on Maslow’s Hierarchy of Needs. Before you can have a strong customer experience, you must have a good employee experience. So, here are the five levels of the pyramid that make up The Employee Hierarchy of Needs.

Customer Service 366

Customer Service Customer Experience 366

ShepHyken

MAY 16, 2023

I like the title of this article, but perhaps a more appropriate title might be: Customer Service Is Like Being Married. The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. And if all goes well, eventually, you make a sale.

Customer Service 302

Customer Service Advertising Sales Marketing 302

ShepHyken

JULY 7, 2023

He writes about how using mobile apps can enhance customer engagement. This indicates that at nearly any time and place, those people can have access to your company’s information and website effectively. This indicates that at nearly any time and place, those people can have access to your company’s information and website effectively.

outsourcing 296

outsourcing SaaS Marketing Sales 296

ShepHyken

JANUARY 5, 2022

I love to receive great examples of outstanding customer service. What I share with you today is a great example of personalized and proactive communication. While I provide the lessons, the example comes from one of our subscribers, Dawn Mushill, who shared a letter that BarkBox wrote to one of its customers.

Personalization 434

Personalization Customer Experience Customer Service Sales 434

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Do You Know Who Your Competition In Business Really Is? For years, I’ve said that customers are smarter than ever than ever.

Customer Service 196

Customer Service Government Customer centricity Customer Experience 196

ShepHyken

FEBRUARY 28, 2023

There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? This is opinion.) Do your customers trust you? And how do you do that? And how do you do that?

Chief Customer Officer 307

Chief Customer Officer Surveys Customer Service Customer Experience 307

ShepHyken

SEPTEMBER 15, 2021

Think about this … what if you were to charge a customer just to talk to you about what you would sell them? Or, if you own a retail store, a fee to enter the store. What would you have to do for your customers to be willing to pay for the privilege of buying your products or services?

Customer Service 417

Customer Service Customer Experience 417

ShepHyken

DECEMBER 28, 2022

Instead, I like setting and resetting my goals for the year, and in my world, those goals focus on delivering an amazing customer service experience. Here are 23 ways to help you and your teams provide an amazing customer experience in 2023. . Demonstrate your knowledge and expertise. How easy are you to reach?

Customer Service 325

Customer Service Personalization Accountability Sales 325

ShepHyken

JANUARY 2, 2024

Top Takeaways: Customers are smarter than ever before. They are judging your business based on the best experiences they’ve had from any industry, and it doesn’t matter if it’s B2B or B2C. Employee experience is as important as customer experience. It doesn’t stop when you’re already great.

Customer Experience 212

Customer Experience B2C B2B Customer centricity 212

ShepHyken

AUGUST 31, 2023

They write about how improving customer journeys increases business growth. Consistently improving the customer journey and user experiences can help you attract and retain loyal customers. Consistently improving the customer journey and user experiences can help you attract and retain loyal customers.

Journey mapping 318

Journey mapping Upselling CRM Feedback 318

ShepHyken

JULY 16, 2021

He writes about creating a better experience for customers when they come into a store. To compete, brick and mortar stores have to do whatever they can to provide excellent customer experiences with every contact they have. However, it also means creating a better experience for customers when they come into a store.

Consulting 347

Consulting Consulting Sales Self service 347

ShepHyken

FEBRUARY 6, 2023

Top Takeaways: Continuous improvement means identifying friction points and reaching out to every department involved in the process to develop a plan to correct the issue and keep it from happening in the future. Proactively share what you have learned with everyone in the company. Treat your customers as partners.

Feedback 302

Feedback Banking Sales Customer Service 302

Lumoa

JANUARY 8, 2024

So, you’re eyeing growth and a healthy ROI for your business, right? And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI).

Feedback 157

Feedback Analytics Multichannel Surveys 157

Comm100

MARCH 25, 2024

Luckily for business owners and budding chatbot developers alike, launching a quality bot isn’t hard, as long as you know what to watch out for. FInd out how Customer story We’ve compiled the best and worst chatbot practices to help you make the most of your investment, and engage in chatbot success.

Chatbots 96

Chatbots Journey mapping Personalization Customer Support 96

Toister Performance Solutions

APRIL 11, 2024

This training plan is for customer service managers and trainers. It helps you use the Customer Service Foundations course on LinkedIn Learning with your team. Make sure everyone has access to LinkedIn Learning before you begin. It also helps experienced customer service pros refresh their skills.

Customer Service 105

Customer Service Feedback Customer emotions Management 105

delighted

FEBRUARY 26, 2024

Even if you’re just starting your customer experience (CX) management program, you’ve probably heard of Net Promoter Score (NPS): it’s one of the most popular customer experience metrics to measure customer loyalty and satisfaction. Keep it brief NPS emails are most effective when written simply and straight to the point.

Surveys 98

Surveys Best practices Feedback Personalization 98

AWS Machine Learning

APRIL 8, 2024

With Knowledge Bases for Amazon Bedrock, you can securely connect foundation models (FMs) in Amazon Bedrock to your company data using a fully managed Retrieval Augmented Generation (RAG) model. In the recently released feature for Knowledge Bases for Amazon Bedrock, hybrid search , you can combine semantic search with keyword search.

APIs 102

APIs Construction Chatbots Accountability 102

delighted

APRIL 24, 2024

With Delighted Surveys, it’s incredibly easy to create surveys and ask your customers whatever you want to know. However, when you can ask your customers about anything and everything, it can be difficult to know where to start. I customized Delighted’s templated churn survey with AI Recommended Questions.

Feedback 52

Feedback Surveys Best practices Benchmark 52

Fonolo

JANUARY 31, 2024

You likely know the answer, but let’s take a closer look. If you take a tech tool like ChatGPT and ask it about call abandonment in the contact center, the AI-powered bot will give you an earful about one of the most persistent problems in the customer service industry. Abandon rates don’t just mean “a caller hung up.”

Abandon rate 81

Abandon rate Abandon Call Contact Center Interactive Voice Response 81

Fonolo

JANUARY 19, 2023

If call center retention keeps you up at night, you’re not alone. TIP: Tools like Fonolo Voice Call-Backs relieve agent stress and keep customers off hold by offering call-backs during call spikes. Conversation Scheduling let callers schedule a call-back up to 15 days in the future. DID YOU KNOW?:

Call Center 155

Call Center Brand ambassadors Contact Center Chatbots 155

The Northridge Group

APRIL 22, 2024

She works with customer service organizations to help improve the quality of emails, chat, and social media messages that frontline staff write to customers. She believes positive communication that relays important information clearly can elevate the agent while build brand loyalty for the customer. Keep costs down!”

Technology 76

Technology Coaching outsourcing Customer centricity 76

AWS Machine Learning

APRIL 18, 2024

You’ve probably also experienced the need to quickly fact-check something that’s been said, or look up information to answer a question that’s just been asked in the call. Or maybe you have a team member that always joins meetings late, and expects you to send them a quick summary over chat to catch them up.

APIs 107

APIs Accountability Analytics Entertainment 107

Bill Quiseng

DECEMBER 13, 2021

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. You can read more about Karen at the end of her post. Keeping an existing one.

Customer retention 173

Customer retention Customer Service B2C B2B 173

CSM Magazine

APRIL 25, 2024

In today’s fast-paced market, businesses across the UK face numerous hurdles in attracting and retaining customers. With the advent of digital technology and social media, customer expectations are higher than ever. Businesses must navigate these waters carefully to build a loyal customer base.

Customer centricity 52

Customer centricity Journey mapping Feedback Entertainment 52

Interaction Metrics

APRIL 13, 2024

Does your company issue customer surveys, but you’re not getting the insights you need? Are you looking to improve your data right away and don’t want to read this entire post? She also asks whether in fact, you need a customer survey! Instead, keep your survey questions focused.

Surveys 62

Surveys Construction Metrics Contact Center 62

AWS Machine Learning

APRIL 19, 2024

Automatic training generates a new solution version, mitigating model drift and keeping recommendations relevant and tailored to end-users’ current behaviors while including the newest items. Amazon Personalize enables developers to quickly implement a customized personalization engine, without requiring ML expertise.

Personalization 94

Personalization Engineering Management Marketing 94

delighted

APRIL 12, 2024

Once you discover the power of surveying customers and implementing their feedback, it’s easy to want to scale your feedback program to send more surveys, more frequently. But if you see response rates drop and a lack of customer engagement with your surveys, your audience might be experiencing survey fatigue.

Surveys 81

Surveys Feedback B2B SaaS 81

Fonolo

OCTOBER 20, 2022

Keeping your company’s data secure is essential, but it can seem like an overwhelming task. There are effective tools, training, and technology you can implement to make sure private data stays that way. There are effective tools, training, and technology you can implement to make sure private data stays that way.

Call Center 146

Call Center Contact Center industry standards Interactive Voice Response 146

Integrity Solutions

APRIL 19, 2024

It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us. The research also shows 61% of customers feel they’re treated as a number rather than a human being.

Personalization 107

Personalization Sales Scripts Contact Center 107

OctopusTech

APRIL 24, 2024

Think of the Shopify platform as a virtual marketplace where you open your own “shop.” If you are just at the beginning of your journey or simply trying to expand your online presence, knowing how much does shopify cost per month can influence your strategic planning and need for budgeting.

Technical Support 62

Technical Support Management 62

Fonolo

DECEMBER 15, 2022

But the question is: what does that next level look like for your business? That all depends on the goals your contact center sets. It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them. The first step is deciding where to focus your efforts.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. We know a seamless outsourcing transition is essential for maintaining operational efficiency and customer satisfaction, and you need to go on the transition journey with a team of people you barely know.

outsourcing 71

outsourcing Customer Care Best practices Management 71

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. As a contact center leader, the top agents you hire, train, and manage are the clutch players. How Do You Identify Top Customer Service Talent?

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Fonolo

JANUARY 31, 2023

A strong call center training program should not just be part of your onboarding process. Instead, it’s helpful to think of it as regular part of your workforce management. It plays a key role in keeping your agents aligned in their approach and messaging, as they support your callers daily. Don’t just pick one.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Totango

APRIL 4, 2024

“What’s your company’s most important business outcome in 2024?” If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Break down barriers: Give sales and CS clearly defined roles Silos lead to misunderstandings and the loss of winnable customers.

Sales 89

Sales Upselling Accountability SaaS 89