ShepHyken

JUNE 23, 2017

Once representatives used to be able to physically approach customers to see if they needed their assistance, now when visitors are on a website many companies are not aware of their existence unless the visitor makes contact. Inviting customers to chat on the checkout page can be extremely useful to tackling shopping cart abandonment.

Banking 192

Banking B2C Advertising B2B 192

ShepHyken

NOVEMBER 4, 2016

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. The millennial consumer must be understood in order to deliver an Amazing customer service experience. nurture bonds with customers.

Analytics 316

Analytics B2B Technology Enterprise 316

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. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken. It’s a must-have.

Technology 232

Technology Customer Service Management CRM 232

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. MYTH – Great customer service starts with understanding the customer is always right. Unfortunately, the customer may always think he is right, but in reality, that just isn’t the case.

Customer Service 0

Customer Service Airlines Government Consulting 0

ShepHyken

MARCH 3, 2017

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, explains the importance of encouraging internal collaboration within your organization. These are great strategies to help take care of your internal customers. Just like the Voice of the Customer, you can and should also measure the Voice of the Employee.

Surveys 208

Surveys Feedback Customer Service Management 208

ShepHyken

APRIL 27, 2018

This week we feature an article by Seema Nair who writes about the importance of tailoring your e-commerce site to give your customers the best experience. The best customer service is invisible. An e-commerce site always needs to be tweaked and fine-tuned to align with ever-evolving business needs and customer expectations.

Enterprise 205

Enterprise Feedback Personalization Sales 205

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. The answer is easy to say and harder to do.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

Bill Quiseng

FEBRUARY 14, 2024

From me to you, from one customer service advocate to another, Happy Valentine’s Day. For having read my blog, I very much appreciate you. So, I wish you GREAT happiness, kindness, enthusiasm, and success. On this special day, I wish each of you the very best, but I already know you’re one of the very best.

Customer Service 78

Customer Service Customer Experience 78

Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. What is a customer experience (CX) program? of the changes you propose.

Customer Experience 86

Customer Experience Journey mapping Surveys Feedback 86

Beyond Philosophy

NOVEMBER 7, 2016

They have each partnered with a sports franchise in a brilliant play to boost the emotional engagement with the team’s fans. Employee Engagement: Your employees are people, and likely support the same team or local causes. Employee Engagement: Your employees are people, and likely support the same team or local causes.

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419

CX Accelerator

NOVEMBER 7, 2023

Surely customer support could help me sort this out. It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. Give inconsistent or incorrect answers to customers. 10) shut down customer support channels for cost rather than customer choice.

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. Other retailers in the top ten for happy employees included: Best Buy, J.C. Opportunity for career growth.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

Beyond Philosophy

SEPTEMBER 10, 2015

It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. Because the experience you give your Customers is the same experience you should give your employees. The second examined the retail experience of 40,000 Customers. So how can you do this?

Employee engagement 419

Employee engagement Consulting Consulting Banking 419

ShepHyken

JULY 28, 2023

And how can it boost customer trust in your brand? Social proof marketing is about providing customers with those clues. What people really need is reassurance from other customers—a different type of evidence. That’s why customers often scroll quickly down to the reviews of service. So what is social proof?

voip 156

voip Marketing SaaS Personalization 156

Beyond Philosophy

NOVEMBER 17, 2014

Keeping employees happy and motivated is an agenda item that is on everyone lips, but little action seems to be happening. As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience. To me, a great Customer Experience is only provided through employees that are engaged.

Employee engagement 410

Employee engagement Customer Experience Management 410

Beyond Philosophy

AUGUST 6, 2015

A definite link exists between Employee Engagement and Customer Experience. In spite of this, many organizations choose to keep their Employee Engagement programs and their Customer Engagement programs separate. And these employees aren’t facing happy Customers either. The employees do.

Employee engagement 414

Employee engagement Call Center Banking Management 414

Beyond Philosophy

NOVEMBER 29, 0002

As Customer Experience consultants, we can tell you that trust is an important thing for a Customer Experience. Chances are, you aren’t going to carry on being a customer either. As for me, I don’t drive a Mitsubishi or Volkswagen but I am a car customer. Losing Customers Trust is the Worst Penalty VW Will Face.

Consulting 282

Consulting Consulting Customer Experience Sales 282

Beyond Philosophy

JULY 31, 2017

Branding agencies and consultants are embracing the notion that storytelling creates an authentic connection with your customers. As a customer experience consultant, I think this is good. Disney has built its entire brand on engaging its customers through stories. How Storytelling Creates Engaged Employees.

Entertainment 314

Entertainment Coaching Consulting Consulting 314

Beyond Philosophy

JUNE 18, 2015

Many of us would like to know the secret to lasting happiness. Dr. Thomas Gilovich, a professor at Cornell University, believes that material items might provide happiness—but it doesn’t last. There is lasting happiness to be found from shopping, although it doesn’t involve stuff. But science might prove that it doesn’t.

B2C 399

B2C B2B Employee engagement Customer Experience 399

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. 9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. Check out this post to see if you’re inadvertently sending subliminal negativity to your customers.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Beyond Philosophy

JUNE 15, 2017

They are also the least engaged at their jobs and the most likely to job-hop. Unfortunately, none of this is good news for your Customer Experience. They are the future of your workforce and the future of your Customer Experience. As I always say, happy employees make happy customers. and Canadian workforce.

Employee engagement 365

Employee engagement Consulting Consulting Customer Experience 365

GetFeedback

JULY 14, 2018

A blog survey is simple but powerful way to learn more about your audience. With just a few questions, you can measure reader satisfaction, promote new content, and convert more blog traffic. Here are step-by-step instructions on launching an awesome blog survey in under 30 minutes. Building a Blog Survey. Like/Dislike.

Surveys 74

Surveys Feedback Best practices Metrics 74

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. In addition, the system has to be easier for your customers if you want it to stick.

Education 222

Education Feedback Call Center Marketing 222

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! by Reuben Yonatan (Fast Company) Customer service (CS) and customer experience (CX) are the two faces of the same coin and go hand in hand with each other.

Customer Service 153

Customer Service Gamification Customer retention Customer Experience 153

Comm100

DECEMBER 8, 2020

Chatbots were designed to streamline customer interaction. They save you time and money on customer services, while also improving your customer satisfaction levels. Today we’re rounding up some of the most amazing ways in which chatbots can improve your customer satisfaction and take your business to the next level.

Chatbots 53

Chatbots Scripts Sales Personalization 53

Joe Rawlinson

JANUARY 22, 2024

It enables you to attract nearby customers to your business and build a strong reputation for being credible and trustworthy. Here are some top tips for enhancing brand awareness and improving customer retention in your local area. Building local brand awareness is just as important as creating a strong online identity.

Advertising 78

Advertising Customer retention Marketing Personalization 78

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Customer Experience 83

Customer Experience Healthcare Metrics Customer emotions 83

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ProProfs Blog

OCTOBER 30, 2020

Are you happy with our product? These customer survey questions are a great way to check your customer’s happiness with your products and services. . Good customer survey questions capture the real emotions of the customers that reflect the perception of the brand. Where can we improve? Wondering why?

Surveys 158

Surveys Feedback Customer Support Construction 158

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog. How we reached 100,000 unique views a month on LiveChat blog. It was just great.

Chatbots 59

Chatbots B2B SaaS B2C 59

Nicereply

DECEMBER 29, 2020

Whether you have visited our blog or listened to the Customer Experience Leaders Chat podcast, we are incredibly happy and grateful for you. So as we approach the end of the year, it’s the perfect time to look back and show you our best blogs and podcasts published in 2020. But this year was different.

Customer Support 98

Customer Support Average Handle Time Analytics Customer Experience 98

LiveChat

MAY 25, 2018

4 years ago, I was given the challenge to write my first article for the LiveChat Blog. The subject of the post was supposed to be about customer service. What came to my mind was that customers behave like kids sometimes. You can’t compare customers to kids! First of all, we’re all customers. Why would they?”

Inbound sales 66

Inbound sales Marketing Personalization Customer Service 66

TechSee

JUNE 10, 2021

Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. This blog challenges that status quo. Now, survey data is showing that more customers than ever are prepared to engage in self-service activities to avoid technician visits. .

Self service 207

Self service Analytics Transportation Healthcare 207

Nicereply

DECEMBER 28, 2021

Looking back, we published podcasts (23 episodes) and blog posts (228 posts) full of tips and tricks to improve your customer experience. So whether you have visited our blog or listened to the Customer Experience Leaders Chat podcast , we are incredibly thankful you joined us on the ride through 2021.

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

Abby Connect

MARCH 15, 2023

A customer calls. Your receptionist answers and makes a fantastic first impression on your behalf—they’re charming, well-informed, and manage to forward a happy, engaged potential customer to your phone line. But what happens next is up to you. Can you cinch the deal, or will you fumble the pass?

Management 103

Management Customer Service 103

Aspect

DECEMBER 1, 2017

There is no doubt that improving customer experience is one of the most important priorities for companies, but executing on that goal can be tricky. Customers expect the companies they do business with, at the very least, to meet or exceed their needs. The post Happy Employees Make Happy Customers appeared first on Aspect Blogs.

Employee engagement 83

Employee engagement Customer Experience Management 83

Nicereply

APRIL 12, 2023

A strong customer service team culture is the direct result of trusting, engaged employees. If you’re a team leader who knows their team has what it takes but is just lacking a little direction, here are a few steps you can take to begin creating a positive, growth-driven customer service team culture.

Customer Service 98

Customer Service Feedback Healthcare Education 98