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. This will help lead you to forming important relationship with your customer. – Shep Hyken. Customer service needs customer data.

Customer Service 226

Customer Service Contact Center Technology Big data 226

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Customer First” drives success. Customer service has become the top business priority. Successful companies ** spend more (4% of revenue vs. 1.7%) on CX technology. Today, customer satisfaction is the top business priority, but successful companies cite it as their 1 priority.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

JANUARY 27, 2021

Trends and Realities of Successful Organizations (Blog Series). Video outperforms all other communications methods when agents and customers need to quickly resolve an issue. This blog will provide some insight into the benefits that can be extracted from video along with how. Blog #2 of 4: It’s NOT just another channel.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. by Tracey Ruff.

Customer Service 311

Customer Service B2B Journey mapping Chatbots 311

ShepHyken

JUNE 18, 2019

Does a Bad Customer Experience (CX) Really Matter? They discuss Mary’s recent article, “ Bad Experiences Aren’t Always the Problem for Companies ” as it pertains to customer feedback, customers’ expectations, and the entire customer experience. Learning to Ask the Questions That Matter the Most.

Feedback 260

Feedback Surveys Marketing Metrics 260

Beyond Philosophy

MAY 14, 2015

People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well. Clearly, more Customers want self-service options.

Self service 402

Self service Best practices Customer Experience Call Center 402

ShepHyken

JULY 14, 2017

Ask your customers to post online reviews. This shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. Fake Vs. Real. Shep Hyken.

Customer Experience 111

Customer Experience Morale Advertising Marketing 111

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. My Comment: When it comes to customer service, I believe everyone must be properly trained – not just the front-line/customer-facing employees. Seth’s Blog) It’s not a word, but perhaps it should be.

Customer Service 161

Customer Service Employee engagement Customer Experience Personalization 161

PeopleMetrics

APRIL 15, 2021

Voice of Customer (VoC) programs use two types of surveys to gather customer feedback: relationship surveys and transactional surveys. A relationship survey is used to gauge the strength of the overall relationship with a customer, and a transactional survey is used to understand how the latest interactions with customers are going.

Surveys 118

Surveys Best practices Feedback Accountability 118

Beyond Philosophy

FEBRUARY 16, 2023

I know nothing about the significance of kilowatt hours, EER ratings, or the nuances of fan-forced vs. convection vs. radiant/infrared options. Decisions are more straightforward with fewer options, particularly when unfamiliar with the product or service. in your product or service to choose you. His Ted Talk (with 5.5

Consulting 195

Consulting Consulting Marketing Management 195

Beyond Philosophy

JANUARY 10, 2019

Understanding Customers’ Mental Budgets. The answer is found in the concept of mental accounting, and it might have significant implications for your Customer Experience. We discussed how our mental accounting affects our behavior as customers in our recent podcast. It wasn’t a huge amount, but it was a nice windfall.

Accountability 317

Accountability Customer Experience Entertainment Benchmark 317

bold360 Blog

NOVEMBER 6, 2018

Comparing customer acquisition to dating isn’t a huge leap – you bring someone in with attractive offers and witty repertoire, but are you thinking about how you keep them? Are you putting in the same level of effort after prospects become customers? They way your customers see it, you stopped trying.

Upselling 209

Upselling B2C Customer retention Marketing 209

Beyond Philosophy

NOVEMBER 23, 2023

This regret got me thinking about all the ways it affects an experience. Regret isn’t an emotion only for disappointed new customers. My disappointment over several experiences eroded that loyalty and sent me looking for alternatives. Here’s another example of regret in an experience.

Feedback 195

Feedback Marketing Sales Personalization 195

Interactions

MARCH 28, 2024

Dive in as this blog addresses the complexities of achieving excellence in CX within organizations, focusing on the dichotomy between pursuing quick wins versus investing in transformative, long-term innovations. 94% of consumers say they expect better customer service than they currently receive. Yet, many aren’t delivering.

Surveys 62

Surveys Customer centricity Contact Center Chatbots 62

ShepHyken

OCTOBER 17, 2016

Each week I read a number of customer service articles from various online resources. The Differences Between Feedback From Paying Customers vs. Free Users by Elias Torres. Drift) When it comes to being customer-driven, there’s a difference between treating people right and doing everything that people ask.

Customer Service 326

Customer Service Journey mapping Customer Experience Feedback 326

Beyond Philosophy

MAY 20, 2015

Lately, there has been a fair amount of productive dialogue as to whether service and experience are the same thing, i.e. a rose by any other name. It’s pretty well understood that service is a component of overall experiential value delivery.

Airlines 400

Airlines Wait times Self service Enterprise 400

Beyond Philosophy

AUGUST 3, 2023

So, I worked on getting some training for team development, marketing, and customer service. ” So, have a plan, learn the skills, do a good job, and use experiences as a stepping stone. Then, you have the experience you need for the job you want. Then, as they gain experience working, they become a generalist.

Sales 195

Sales Management Marketing Consulting 195

ProProfs Blog

MARCH 27, 2020

Remember when your business had limited platforms, mostly email, mail, and phone support, to help customers reach your brand? No wonder customers today are more concerned about how their customer support experience might turn out with a brand. best customer experience. ”. best customer experience. ”.

Multichannel 158

Multichannel Customer Support Analytics Entertainment 158

Beyond Philosophy

OCTOBER 24, 2016

Tesla Breaks Top 20 for Customer Experience. Tesla was the only carmaker that made the top 20 for Best Customer Experience. For Customer Experience ranking, the research team used four criteria, which included: Impression: Do they have a unique reputation? points vs. Tesla’s 116.79—which,

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

DECEMBER 28, 2020

It occurred to me that perhaps some of you have had something similar to your Customer Experiences in a different culture. Today, we will discuss how you can design a country’s culture into your global experience. We had them define their experience. We covered this topic on a recent podcast.

Consulting 243

Consulting Consulting Customer centricity Customer Experience 243

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

Beyond Philosophy

AUGUST 5, 2021

However, is there a difference between pricing for service and pricing for a product? . ” Before I take a deeper dive into this answer, perhaps I should first define the difference between a product or service. Introductory marketing classes list the differences between products and services.

B2B 195

B2B Consulting Consulting Benchmark 195

Hodusoft

MAY 11, 2022

Cloud PBX vs On-Premise PBX Systems for Better CX: Check out these Factors Before You Decide. A cloud IP PBX is the latest business communication solution that falls under the category of Software-as-a-Service (Saas). Hosted PBX System use internet networks to offer VoIP services. Limited control over the service.

voip 98

voip Analytics industry standards Government 98

VirtualPBX

OCTOBER 4, 2023

In today’s digital age, businesses are constantly seeking effective communication channels to connect with their customers. This blog explores the benefits of both options, backed by statistics and real-world examples. Customers often perceive businesses with toll-free numbers as more established and reliable.

Real estate 98

Real estate Marketing Sales Customer Support 98

Beyond Philosophy

JANUARY 23, 2019

In my anecdotal experience, risk preferences reveal themselves early. Some toddlers are cautious in how they approach the world, seeming afraid of new people and new experiences. One of the first experiments that looked at this concept is by Kahneman and Tversky, the team credited with developing the field of behavioral economics.

Benchmark 281

Benchmark Marketing Technology Personalization 281

ProProfs Blog

DECEMBER 6, 2019

Customer service and customer support may seem like semantics; even Google does not make a difference in them. Each of these terms is customer-facing disciplines, but they cannot be used in place of the other. So, what can you do to get these Customer Satisfaction Score (CSAT) up?

Customer Support 146

Customer Support Customer Service Customer centricity Chatbots 146

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

Steve DiGioia

FEBRUARY 18, 2019

While celebrating my daughter’s 20th birthday at a local steak restaurant – yes, the chicken finger & fries meals are a thing of the past, I was reminded that great service and experience doesn’t happen by accident. There must be a series of steps planned for and actions taken to allow for great service. It’s Anticipatory.

Sales 212

Sales Customer Service Management 212

GetFeedback

JUNE 12, 2019

I’ve lost count of the number of meetings that I’ve had with copywriters, marketers, and designers where the terms customer experience (CX) , user experience (UX) and user interface (UI) have been used in an interchangeable manner. What is customer experience (CX)? . What is user experience (UX)? .

Customer Experience 131

Customer Experience Consulting Consulting Marketing 131

Nicereply

FEBRUARY 2, 2024

Customer success is central to the success of a business. The more customers experience success with your product, the more they’ll use it and recommend it to others. Customer success has become a key priority for businesses lately because of the intense competition in most industries. What is Customer Success?

Education 59

Education Accountability Customer retention Journey mapping 59

SmartAction

SEPTEMBER 16, 2022

Conversational AI is making the contact center and customer service industries better than ever. Speech Detection vs. Recognition: Understanding What the Customer is Saying. Speech detection determines when the customer starts and stops talking. Speech recognition is identifying the words that a customer says.

Interactive Voice Response 89

Interactive Voice Response Virtual Agent Contact Center Engineering 89

SmartAction

FEBRUARY 27, 2023

When it comes to customer service, businesses have a variety of tools at their disposal to make the process as smooth and efficient as possible. Each option has a role in customer service depending on what parts of the customer experience businesses want to automate and which parts they want live agents to handle.

Interactive Voice Response 74

Interactive Voice Response Contact Center Virtual Agent Self service 74

Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Customers want to feel seen. And they’ll reward businesses who invest in hyper-personalized service with their loyalty.

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

Nextiva

DECEMBER 23, 2018

Let’s compare VoIP vs Landline phone service. The post VoIP vs. Landline – A Comprehensive Phone System Comparison appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog. Every business, regardless of industry, needs a reliable phone system.

voip 86

voip Sales Marketing Customer Experience 86

TeleDirect

APRIL 6, 2023

Discover the difference between multichannel and omnichannel contact center services. Learn how businesses can use each approach to engage with customers across channels and improve customer satisfaction. Multichannel vs. Omnichannel Contact Center: What Is the Difference? So, let’s say you run a nail salon.

Multichannel 62

Multichannel Advertising outsourcing Scripts 62

AWS Machine Learning

OCTOBER 5, 2023

Processing unstructured data has become easier with the advancements in natural language processing (NLP) and user-friendly AI/ML services like Amazon Textract , Amazon Transcribe , and Amazon Comprehend. In this post, we explain how to build and optimize a custom classification model using Amazon Comprehend.

Benchmark 94

Benchmark Best practices Metrics Government 94

OctopusTech

JANUARY 24, 2024

The goal of this blog is to clarify the complexities surrounding virtual assistants, including their uses and the variables that will affect their price in 2024. Personal Virtual Assistants vs. Business Virtual Assistants In 2024, the distinction between personal and business virtual assistants is more pronounced than ever.

Real estate 62

Real estate Healthcare Scripts Technology 62