ShepHyken

FEBRUARY 9, 2018

Choose advocacy goals that align with your overall business objectives: if the team perceives that their performance has a direct positive impact on the company as a whole, they will certainly be more motivated to work more diligently. Read Shep’s latest Forbes Article: Business Lessons From NAMM 2018 And The Music Industry.

Customer Service 378

Customer Service Morale Sales Coaching 378

ShepHyken

MAY 10, 2019

Your business may have the best products and services in the industry, but without effective customer support, consumers would likely not care about your brand. However, whether you’re working with a small or large business, there’s a way to navigate around the lack of resources for customer support, and that is through outsourcing.

outsourcing 270

outsourcing Customer Support Customer Service Technology 270

ShepHyken

NOVEMBER 9, 2018

Developing and maintaining a successful enterprise in today’s demanding business landscape is no easy task. The fact of the matter is, as companies begin to scale, a lack of office space and restrictive full-time staffing budgets can cause hiccups in business development plans and significantly reduce departmental output.

CRM 235

CRM Enterprise Benchmark outsourcing 235

ShepHyken

MAY 31, 2019

In today’s highly competitive landscape, customer experience should constitute a key area of operational priority for any customer-facing organization. The post Guest Blog: Ways to Improve Your Customer Experience Online appeared first on Shep Hyken.

Customer Experience 290

Customer Experience Feedback Construction Personalization 290

ShepHyken

APRIL 12, 2019

For many organizations, seasonal staff are vital to operations. The following are four quick tips for ensuring that, whether seasonal employees play a primary or complementary role in customer-facing operations, they are equipped to provide a heightened experience for all customers. Set Realistic Expectations. Treat Them Like Royalty.

Customer Service 268

Customer Service Education Healthcare Customer centricity 268

ShepHyken

SEPTEMBER 6, 2019

Recently released, IDology’s Second Annual Identity Consumer Study sheds light on the latest consumer experience trends and the impact they’re having on businesses. From a business perspective, mobile gives potential and existing customers the ability to onboard and transact wherever, whenever. Mobile-first and Mobile-only Mindsets.

Accountability 232

Accountability Technology Personalization Customer Experience 232

ShepHyken

AUGUST 25, 2017

Many small businesses are looking for ways to streamline communication. According to some reports , 41% of customers expect a business to answer an email in just six hours. Social media is even more demanding on businesses. Is your business able to pay someone to do this and keep up with the demand? . – Shep Hyken.

Chatbots 367

Chatbots Customer Service Best practices voip 367

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. The post Guest Blog: Are You Setting the Right Customer Experience Goals? It’s that time of year again. appeared first on Shep Hyken.

Customer Experience 232

Customer Experience Airlines Average Handle Time Contact Center 232

ShepHyken

FEBRUARY 1, 2019

As a business owner, operations manager or stakeholder, it is common to invest time, effort and money into building a customer-centric human workforce to help execute a business strategy. As a reference, Shep defines the Six D’s of Creating a Customer-Centric Culture in his Customer Service Blog: Define it. Guess what?

Customer centricity 220

Customer centricity CRM Finance Coaching 220

ShepHyken

FEBRUARY 8, 2019

In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention. One of the keys to success in operating an effective customer service front, whether you are in a brick and mortar storefront or a contact center, is knowing how your customers define good customer service.

Feedback 235

Feedback Customer Experience Abandon rate Surveys 235

ShepHyken

MARCH 8, 2019

While I’d certainly not advocate this kind of tactic, it highlights an important lesson that every small business owner needs to understand about customer service: a customer with a problem is an opportunity to leave a lasting, positive impression. And it’s not just large businesses who forget the golden rule. Easy enough. That’s life.

Consulting 270

Consulting Consulting Personalization Customer Service 270

ShepHyken

JULY 12, 2019

Across industries, the collection, analysis, and refinement of data is the battleground businesses are competing in to differentiate themselves to customers. In fact, the applicability of AI and its subset, machine learning, is relevant across all facets of the business, including facility management.

Customer Experience 266

Customer Experience Technology Enterprise Analytics 266

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Treasure the learnings to maximize business earnings! Every organization is facing a stern competition to sustain their business growth. Shep Hyken. Conflict resolution.

Advertising 270

Advertising B2B Employee engagement CRM 270

ShepHyken

DECEMBER 13, 2019

CX programs, especially widespread ones that cut across divisional boundaries, have the potential to engender all sorts of naysayers from across the business, so lobbying allies and garnering support is part of the successful roll-out. The stance your business takes on CX will determine how you approach vendor selection. Size matters.

APIs 254

APIs Enterprise Government Customer Experience 254

ShepHyken

MARCH 1, 2019

This week we feature an article by Wayne Elsey who writes about how businesses can improve the experiences of their customers with the use of artificial intelligence. Smart business leaders know that to maintain a competitive advantage, they have to keep an eye on the future. Shep Hyken. Roy Raanani, CEO and Founder, Chosus.ai

Customer Experience 262

Customer Experience Chatbots Big data Marketing 262

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. Omnichannel enables businesses to manage all types of customer experiences through one place, too.

Self service 199

Self service APIs Surveys Analytics 199

ShepHyken

NOVEMBER 15, 2019

In 2019 businesses continue to fund their IVR call solutions as statistics both formal and anecdotal continue to demonstrate the need. When you need help from a business, nothing is more frustrating than to hear the “we are experiencing unusually high call volume” message as soon as the call picks up. Get Straight to the Point.

Interactive Voice Response 232

Interactive Voice Response Customer Experience Self service Contact Center 232

ShepHyken

DECEMBER 15, 2017

This is a common gap, or an oversight by many organizations, of how each can work in harmony to benefit and grow business by providing a much deeper insight. Alex Edmans, a professor of finance at London Business School, conducted a study that showed companies with higher satisfaction see their stock returns outperform competitors by 2.3%

Employee engagement 298

Employee engagement Customer centricity Feedback Morale 298

ShepHyken

NOVEMBER 17, 2017

This week we feature an article by Megan Wenzl about the importance of online reviews to your business and customer engagement. Although the idea of customer engagement is still the same, what has changed in consumer culture in the second decade of the 21st century is the way businesses connect with customers. – Shep Hyken.

Advertising 202

Advertising Feedback Customer Experience Customer Service 202

Blueship Call Center

AUGUST 2, 2022

One of the best methods for businesses to swiftly increase production, efficiency, and revenues is outsourcing to a call center. Inbound call center outsourcing a strategy that improves business operations for both the company and its clients. How many employees are required to successfully operate a contact center?

outsourcing 40

outsourcing Call Center Calibration Outbound sales 40

ShepHyken

JANUARY 3, 2020

Managing staff is far too big a topic for a single blog post. The Shep Hyken blog has some great resources on hiring the right staff and training them to become better problem solvers. Tom Paton loves to educate customers on improving information systems and broader business processes in the B2B space. Benefits of gamification.

Gamification 194

Gamification Morale Contact center software B2B 194

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 ”. Read Shep’s latest Forbes Articles: Business Bets On Technology In Las Vegas At PegaWorld 2018.

Chatbots 189

Chatbots Customer Support Healthcare Scripts 189

ShepHyken

AUGUST 31, 2018

The hype around AI is high, but it may seem unclear to businesses, whether they’ll benefit from it themselves. notice when a customer sounds dissatisfied or angry and suggest solutions to the operator. The post Guest Blog: 8 Exciting Ways AI Delights Customers appeared first on Shep Hyken.

Self service 184

Self service Chatbots Personalization Interactive Voice Response 184

ShepHyken

OCTOBER 19, 2018

For [customer support and marketing] employees, the main benefit is operational efficiency. The introduction of AI to retailers and other e-commerce businesses has revolutionized customer experience in the last couple of years and will impact even greater change as AI readiness/demand is at all all-time high. Conclusion. _.

Customer Service 276

Customer Service Automotive Chatbots Airlines 276

ShepHyken

FEBRUARY 17, 2017

This week on our Friends on Friday guest blog post my colleague, Ben Roberts, writes about the link between customer service and online reviews. I see them as an incredible way of businesses proving their value. They are also a part of your business whether you’d choose to embrace them or not. Shep Hyken.

Customer Service 229

Customer Service Feedback Sales Marketing 229

ShepHyken

JUNE 30, 2017

What comes to your mind when I talk about businesses revolutionizing their technology experience? Some of you might be thinking about businesses upgrading their existing technology or buying a new one. Intelligent apps : The cost of business operation and the rate of defection have reduced to minimal.

Government 220

Government Technology Benchmark call center software 220

ShepHyken

JUNE 23, 2017

Some less proactive businesses will do just that, however, they will not be the next eBay or Virgin! Businesses usually take their time making a decision to purchase, as for higher value products they may inquire with multiple suppliers, so it is important that live chat can cater to visitors at any stage of their sales cycle.

Banking 190

Banking B2C Advertising B2B 190

ShepHyken

DECEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague, Erich Lawson, writes about the importance of being an eco-friendly business and how it can encourage loyalty among consumers. Customers Consider Eco-Friendly Minded Businesses before Purchasing. Customers Consider Eco-Friendly Minded Businesses before Purchasing.

Surveys 213

Surveys Accountability Management Customer Service 213

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ShepHyken

JUNE 1, 2018

Every business aims to delight their customers. Other than that, there are many other benefits that are convincing enough for a business to invest in a live chat software. Track’s individual operator’s performance. These in return help a business boost its sales and conversions. Probably not.

Customer Support 253

Customer Support Sales Marketing B2B 253

ShepHyken

JULY 15, 2016

This week on our Friends on Friday guest blog post my colleague, Tom Hoffman shares a personal story that translates into a great lesson for the customer experience. Tom Hoffman is Executive Business Editor at 1to1 Media where he’s responsible for overseeing the organization’s custom content operations. Shep Hyken.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

ShepHyken

APRIL 26, 2019

Rather than having a siloed focus on technology or digitalized workflows, businesses need to ensure they have eyes locked onto customer behavior. Michael Wolczyk, Head of Online Processes at Commerzbank maintains that focusing too much on technology is one of the most costly mistakes businesses make with their approach to digital experiences.

Technology 214

Technology Marketing Metrics Surveys 214

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. Having a full account of historical information and tools to help you get insight from it lets you tune your operations to provide intimate customer experiences.

Customer Service 226

Customer Service Contact Center Technology Big data 226

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. Back office support. Subject matter experts.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. Blog #2 of 3: Self-Service puts the Customer Experience in their Hands. Digital literacy is the new normal.

Self service 79

Self service Contact Center Chatbots First call resolution 79

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. Make a customer upset – even if it’s just once – and you risk losing their business for life. Shep Hyken. It’s that simple.

Technology 229

Technology Customer Service Management CRM 229

OctopusTech

FEBRUARY 23, 2021

SMS and Email Customer Support Outsourcing has been the buzzword in the business circles for a long time now. Apart from being a cost-effective option, it also enables you to have real-time communication with your business associates. SMS solutions can also be used as a solution for business process integration.

Customer Support 62

Customer Support outsourcing Marketing Sales 62