Steve DiGioia

MAY 2, 2022

So, what can pro wrestling teach us about customer service? The Keys to Great Customer Service. We are all well aware that great customer service can only be achieved by: Anticipating the customer’s needs. Focusing on the customer’s safety. Focusing on the customer’s safety. Focus On the Customer’s Safety.

Customer Service 328

Customer Service Entertainment Morale Scripts 328

Beyond Philosophy

JULY 14, 2022

Many of you know I also have a podcast called “ The Intuitive Customer. ” We had a 5-star review titled “Delightfully Humorous and Informative” that I thought I would share: “The dynamic between the two hosts absolutely makes the podcast. ” But it misses a lot of this nuance. There you have it.

Coaching 414

Coaching Consulting Consulting Personalization 414

Beyond Philosophy

JUNE 15, 2023

Your brand is in a relationship with your customers. To help yours be more beneficial than not, we have five rules about how to build strong brand relationships with your customers. However, this part isn’t relevant to customers. What matters is the brand in your customers’ minds, memories, thoughts, and emotions.

Banking 363

Banking Construction Accountability Advertising 363

VirtualPBX

AUGUST 5, 2021

Text messaging services allow savvy businesses to streamline customer correspondence, increasing sales and customer satisfaction. Today’s VirtualPBX 5 blog will show you five simple and effective text message service strategies that the pros use to capture more business. Giving Quotes / Placing Orders. Providing Support.

APIs 98

APIs CRM Sales Feedback 98

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

Beyond Philosophy

AUGUST 28, 2017

This is a critical issue for any company that is serious about improving its customer experience. A friend from Portland, Oregon will remember that he missed the big show because a cancelled flight stranded him in San Francisco. Lessons for Customer Experience. Does your organization cultivate customer memories?

Consulting 282

Consulting Consulting Customer Experience Call Center 282

Beyond Philosophy

FEBRUARY 12, 2015

Here is the ad in case you missed it. Through February 14th, 2015, Customers at the restaurant will be randomly selected to owe a new form of payment. Instead of cash or credit, they want their Customers to pay with lovin’, a play obviously off McDonald’s tagline, “I’m Lovin’ it.” How many people will this happen with?

Customer Experience 226

Customer Experience Personalization 226

SmartAction

FEBRUARY 7, 2024

This specific application of AI technology stands to redefine customer service experiences in auto dealerships. This oversight is more than a missed technological opportunity; it’s a gap in providing comprehensive customer service and operational efficiency.

Wait times 78

Wait times Technology Customer Service Personalization 78

Beyond Philosophy

APRIL 17, 2017

But United’s response to the entire thing shows an appalling tone deafness and disregard for its customers. After the incident, United CEO Oscar Munoz released a statement saying, “I apologize for having to re-accommodate these customers. United Has Shown That It Doesn’t Really Care About its Passengers.

Airlines 277

Airlines Customer centricity Consulting Consulting 277

Nicereply

APRIL 29, 2024

Whether a customer complaint or a note from a supervisor, all forms of feedback can be helpful to you. During your training, you’re not quite hitting your targets, so your manager listens in on some calls. No matter what your job title is, you’re more than likely to receive some form of negative feedback.

Feedback 52

Feedback Construction B2B Call Center 52

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. If your company is not yet taking advantage of self-service options, you are missing an opportunity. Yes, they cost a lot. Deal with Data Analytics.

Self service 207

Self service Analytics Transportation Healthcare 207

aircall

NOVEMBER 15, 2022

I can say with confidence that I made the right call by joining Aircall after this Hackathon. Our team’s idea was a chat application, which would be embedded in an Integration like Intercom, where an agent can collect contact details of customers and connect with them later to follow up on customer queries. Idea implementation.

Engineering 124

Engineering Surveys Personalization Management 124

Beyond Philosophy

AUGUST 13, 2020

When I go into an organization, and they say their goal is to delight customers at every moment of contact. Honestly, it sounds exhausting, for both the team and your customers. There is a significant connection between successful Customer Experiences and the amount of effort they require from customers.

Customer effort 458

Customer effort Government Consulting Consulting 458

Beyond Philosophy

DECEMBER 19, 2020

I have a new book called Happy Employees Make Happy Customers. To summarize it, the book is about how Customer Experience exists within an ecosystem, and policies and procedures to manage it are not enough. If employees are happier, then they will provide better experiences for your customers.

Consulting 249

Consulting Consulting Management Coaching 249

Blueship Call Center

AUGUST 1, 2023

Good customer service is essential for company owners. Outsourcing your phone answering services is one approach to make sure that your clients and customers are happy with the level of service they are getting. A contact center with virtual network operators to take calls and provide prompt service is an answering service.

Answering services 70

Answering services outsourcing Call Center Wait times 70

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

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Beyond Philosophy

APRIL 27, 2015

Over 3,500 people reported to me globally, and I had a budget of millions to “improve the Customer Experience.”. I wasn’t happy. After reading a great book called “Who moved my Cheese?”, At the time, no one was talking about Customer Experience as a thing and wouldn’t for a couple of years at least. It’s simple, really.

Consulting 269

Consulting Consulting Customer Experience Personalization 269

Beyond Philosophy

MARCH 4, 2019

The latest developments in this field are changing the way we can measure authentic customer emotions in real time. We discussed how technology and facial recognition are changing how to measure authentic customer emotions in real time on our latest podcast. It’s called the Peak-End Rule and it explains how we remember things.

Customer emotions 256

Customer emotions Consulting Consulting Technology 256

Beyond Philosophy

DECEMBER 25, 2017

I always say that Customer Experience is a journey, not a destination. To get you ready for what is next in Customer Experience, let us review what we have learned so far. Amazon and Uber have been making headlines for eliminating humans from areas of their Customer Experience that have traditionally been handled by people.

Advertising 298

Advertising Entertainment Customer emotions Customer Experience 298

ProProfs Blog

JUNE 5, 2020

I bet you’ll agree with me on this one: Customers stop doing business with you when they are unhappy. In fact, 68% of customers leave because they believe you don’t care about them. More than that, only 1 in 26 unhappy customers will complain about what they don’t like about your service; the rest will churn.

Customer Service 136

Customer Service Chatbots Customer retention Feedback 136

Beyond Philosophy

JUNE 13, 2016

In a retail setting, for example, this happy-go-lucky type might be a disaster at restocking shelves but might be the perfect person to interact with customers. With this person on the sales floor, customers have fun in the store, and that encourages them to buy more and come back again. The Secret To Being Happy At Work.

Consulting 283

Consulting Consulting Personalization Sales 283

Beyond Philosophy

SEPTEMBER 26, 2018

Measuring customer emotions for your Customer Experience is a vital activity for your organization. We discussed how to measure customer emotions on our recent podcast. Effectively, NPS estimates how likely a customer is to recommend your product or service to their friends and family. The scale is 1-10.

Customer emotions 324

Customer emotions Consulting Consulting Customer Experience 324

aircall

MARCH 12, 2021

Call centers can enhance the customer experience— if your teams are performing well. It’s essential to track call center performance to gain insight into how your customers perceive your sales and support services, so you can improve and adapt to their needs. The key ingredients to improving call center performance?

Call Center 62

Call Center Metrics First call resolution call center software 62

Beyond Philosophy

OCTOBER 7, 2021

To most companies, it invariably means “customers give us all their money.” So, today we’re going to talk about the five rules that will build customer loyalty. Having that kind of bond with your customers is fantastic for your business. However, customer loyalty necessitates thinking long term.

Airlines 434

Airlines Banking Accountability Customer centricity 434

Call Design

OCTOBER 27, 2022

Digital transformation and intelligent automation are helping the contact centre industry accelerate growth, achieve operational excellence, and drive superior customer satisfaction. Intelligent automation empowers agents by maximising their time and helps engage and motivate them to meet KPIs thus improving your customers’ experience.

Average Handle Time 78

Average Handle Time Coaching Morale Customer Experience 78

Win the Customer

NOVEMBER 25, 2019

In today’s competitive marketplace, customer care isn’t merely an add on, it’s become an integral part of most business strategies. Entrepreneurs understand that high-quality customer care drives profits, increases customer satisfaction, and helps to secure and retain happy customers. . Here’s why.

voip 111

voip Customer Care Enterprise Marketing 111

CSM Practice

JUNE 11, 2023

If you’ve been in the Customer Success profession long enough, you should have had the opportunity to be part of an account reassignment. This is an inevitable yet important part of the customer journey. Your customer who is being reassigned may come with questions and objections that we will cover in the blog post.

Accountability 59

Accountability CRM Management Personalization 59

aircall

DECEMBER 8, 2021

Guaranteed to help your sales and support teams reach their goals, these features will boost your reps’ productivity this holiday season—all while helping them provide best-in-class customer service. 5 Product Features Our Customers Use Most in December. To a healthy, happy, and peaceful New Year. Call Center Analytics .

Sales 62

Sales Analytics Wait times Call Center 62

Spearline

MARCH 29, 2022

Spearline helps us monitor our call quality, and makes us aware of any issues that our customers might report. Our customers frequently tell us that one of the main reasons they work with Spearline is because of the real-time alerts we provide should an issue ever arise with any of their numbers. Free of charge!

Telecommunications 98

Telecommunications Benchmark Healthcare Banking 98

TeleDirect

DECEMBER 14, 2023

If you have been considering investing in a dedicated call center , the question of its ROI has undoubtedly been raised. To answer this requires, in part, knowing the services your dedicated call center provides. How many customers experienced the level of service that transformed them into a client for life? What is our job?

Call Center 62

Call Center Customer retention Technical Support Sales 62

Call Experts

MARCH 5, 2020

The number one rule for any business is to keep your customers happy! But, only part of the job is providing excellent services; the other key to keeping your customers happy is outstanding customer support. Make an excellent first impression; never send a customer to voicemail again.

Contact Center 80

Contact Center Journey mapping Interactive Voice Response Answering services 80

Nicereply

MAY 6, 2020

We’ve aligned everything we do around one key mission – providing Customer Support managers with more accurate views of teams, agents and help them better understand their performance. With new customizable time filters, you won’t miss a thing. Nicereply Dashboard. score dials for all 3 metrics. score dials for all 3 metrics.

Analytics 88

Analytics Metrics Customer Support Personalization 88

Interactions

AUGUST 19, 2021

That’s why we’ve compiled some of our top blogs around key topics in CX in case you missed them. . Happy summer reading! Often, in the hopes of a quick fix, brands get creative on how to “remove” pain points from the customer journey. This not only makes the experience better, but also more productive for customers.

Best practices 62

Best practices Wait times Surveys Contact Center 62

Nicereply

MARCH 9, 2021

Support automation helps customer support teams deliver the same (or better) customer experience much faster. No, there isn’t a bot that can answer all your customer questions instantly. Yes, automation can still create those frustrating loops that leave customers begging to talk to a human. Create Feedback Loops.

Customer Support 105

Customer Support Feedback Service level Engineering 105

Nicereply

JANUARY 17, 2024

In today’s hyper-connected world, where customers wield more power than ever before, businesses face an unrelenting challenge: customer complaints. Did you know that, on average, dissatisfied customers will share their negative experiences with 9-15 people ? Why solve customer complaints?

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

TeleDirect

JANUARY 12, 2023

It doesn’t matter what industry you may be in—if you work with customers and clients of any type, you need to offer them proper support. Unfortunately, many companies aren’t sure how to create a customer support strategy that suits their business and customers’ needs. Sometimes, automated answering services miss the mark.

Answering services 62

Answering services outsourcing Wait times Contact Center 62