ShepHyken

JUNE 18, 2019

Does a Bad Customer Experience (CX) Really Matter? Learning to Ask the Questions That Matter the Most. Shep Hyken interviews Mary Drumond. The Interview with Mary Drumond: It’s important to look into the reasons why customers make their decisions. Why do companies with poor customer service continue to flourish?

Feedback 264

Feedback Surveys Marketing Metrics 264

CCNG

MARCH 8, 2023

As soon as an agent starts “just going through the motions” rather than engaging with customers, interaction quality plummets—and so do customer satisfaction scores. In this blog post, we're discussing how to recognize warning signs and prevent contact center agent apathy before it affects performance metrics (and profits!).

Morale 195

Morale Contact Center CCNG Agent burnout 195

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

Customer Service Life

APRIL 14, 2021

I periodically have a variety of updates and resources that I’ve contributed to that I want to share on this blog. Unwritten Rules of Customer Service. On March 16, I joined the Engati podcast to talk about all things customer service and customer experience. Check out the full interview here.

Contact Center 83

Contact Center B2B Customer Service Customer Experience 83

Beyond Philosophy

SEPTEMBER 26, 2019

One of the things that came up was the question, when marketing an idea or organization, is any press good press? It is a difficult question. In marketing Beyond Philosophy, I’ve been interviewed on TV and radio many times. In my first book, I wrote about customers’ emotions and the emotional experience.

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Entertainment Sales Consulting Consulting 277

Nicereply

JULY 25, 2022

Are you considering a career as a customer service representative? Companies aren’t so busy and you have a lot of time to take some rest and prepare for an interview. Moreover, a career in customer service can be very rewarding if you are looking for a meaningful job and you love to help other people.

Customer Service 98

Customer Service Best practices Feedback Customer Support 98

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. With the average American consumer spending more than $2,000 a year on coffee, this sounded like an incredible deal for coffee drinkers — begging the question, how could Panera possibly justify such generosity? For just $8.99

Customer Service 162

Customer Service Employee engagement Customer Experience Personalization 162

Lumoa

JANUARY 5, 2023

Let’s face it – measuring customer satisfaction is no easy feat. It’s crucial to understand what your customers are thinking, but it can often be difficult to pin down the specifics of their opinions and experiences with your business. Why Is It Important to Measure Customer Satisfaction?

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Feedback Surveys Metrics Customer Experience 83

Toister Performance Solutions

SEPTEMBER 17, 2020

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. Customers are notoriously bad at describing their needs. Often, customers just don't know what they want.

Advertising 127

Advertising Feedback Surveys Customer Service 127

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves. After a customer support issue has been resolved.

Feedback 101

Feedback Benchmark Surveys Analytics 101

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Management 90

Management Upselling Coaching Best practices 90

Totango

JANUARY 19, 2022

Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start. Top Skills Needed for All Customer Success Manager Jobs.

Management 102

Management Brand ambassadors Enterprise Engineering 102

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. 5 Most Favorite Blog Posts Published in 2020.

Customer Support 98

Customer Support Average Handle Time Analytics Customer Experience 98

Nicereply

JUNE 20, 2023

Recruiting a customer experience talent is always a challenge. The time and effort to interview, onboard, and train are costly. Recruiting top Customer Experience talent has added complexities because these hires likely impact customers directly. Hiring is important for every role at a company.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

ClientSuccess

FEBRUARY 14, 2023

Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. Customers want to feel heard, understood, and supported – and empathy helps customer service teams meet those needs.

Journey mapping 80

Journey mapping Construction Best practices Feedback 80

Toister Performance Solutions

SEPTEMBER 23, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. You don't need to be convinced that customer loyalty is important. How do you get customers to keep coming back?

Advertising 71

Advertising Surveys Marketing Customer Service 71

Customer Service Life

APRIL 12, 2023

Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart. In retrospect, this was a wonderful CX lesson.

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Customer Service Contact Center Customer Experience Metrics 78

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

CSM Magazine

AUGUST 10, 2022

Customer service jobs are one of the most in-demand positions in today’s economy. However, there are certain factors to take into account before applying for any customer service job, especially if it involves talking with customers over the phone or online. Customer Service Job Description.

Customer Service 52

Customer Service Engineering Education Accountability 52

ShepHyken

JUNE 20, 2017

John Hall Shares Tips on Building Trust and Influence with Your Customers. How do you increase your influence with your customers? Shep Hyken interviews John Hall, author and CEO/co-founder of Influence & Co., First Up: Shep’s opening comments focus on creating trust and confidence with your customers. Build trust.

Marketing 179

Marketing Management Customer Service 179

Nicereply

JUNE 21, 2021

Often overlooked support skills can elevate your service offering to a more delightful, high-quality customer experience. Customer Service is a difficult job. Many customer-facing roles deal with high-pressure situations, emotional customers, negativity and insults, delivering bad news, and many other draining activities.

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124

Toister Performance Solutions

AUGUST 20, 2020

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. We've all experienced an outrageous customer. How do you get a customer to be more rational?

Advertising 83

Advertising Personalization Contact Center Customer Service 83

ProProfs Blog

JANUARY 30, 2022

Think of the time when you wished to know how many repeat customers you have or what percentage of customers buy items with a value exceeding $1000. . So if you are still wondering “ what is quantitative data ” and wish to explore its various attributes, collection methods, advantages, or types, this blog is for you. .

Surveys 78

Surveys Finance Personalization Marketing 78

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves. After a customer support issue has been resolved.

Feedback 71

Feedback Benchmark Surveys Analytics 71

Toister Performance Solutions

JULY 30, 2020

It's the ability to politely, yet quickly move along a customer service call. Customers don't want to waste time. Customers don't want to waste time. Faster calls allow you to serve more customers. I interviewed contact center expert, Myra Golden, to get tips on call control skills. What is call control?

Contact Center 77

Contact Center Call flow Customer emotions Accountability 77

Toister Performance Solutions

MAY 7, 2020

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. The research started as a quest to discover the most effective ways to delight customers. What is customer effort?

Customer Service 111

Customer Service Self service Wireless Customer effort 111

Integrity Solutions

MARCH 18, 2021

In some cases, it’s not about the salesperson’s knowledge and skills or even their passion for your products or services. With consistent, effective coaching , these are the salespeople who will be most likely to deliver exceptional value to customers and differentiate you in the marketplace. How to Recruit Top Sales Talent.

Sales 130

Sales Coaching Personalization Management 130

ChurnZero

JUNE 30, 2021

Hiring the wrong Customer Success Manager can have a real impact on your company’s customer base and its renewal rates. That is why its important to make sure your Customer Success team hires are right for your team and more broadly your organization. 20 Interview Questions to Ask Your Customer Success Manager Candidates.

Education 72

Education Finance Accountability Sales 72

Toister Performance Solutions

APRIL 29, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. Here are a few of the questions that Terbrueggen answered. 9:40) What makes a brand promise attractive to customers? (12:09)

Advertising 71

Advertising Marketing Consulting Consulting 71

Nicereply

MARCH 22, 2022

When you want to know what your customers are thinking, a survey is a great start. But your survey responses can only be as powerful as your questions are. Ask the wrong questions, and you might not get very helpful answers. Fortunately, customer satisfaction surveys are a tried and tested method of getting customer feedback.

Surveys 95

Surveys Feedback Benchmark Metrics 95

ProProfs Blog

APRIL 30, 2020

We plan for dynamic and unpredictable challenges and take responsibility for our people and customers seriously. Moreover, as one of the best online survey software , this tool has allowed us to share post-interview and onboarding feedback surveys to each candidate to further improve our hiring process. Quiz Maker. Training Maker.

Surveys 152

Surveys Healthcare Employee engagement Personalization 152

ProProfs Blog

JUNE 5, 2020

Dale Carnegie, in his 1936 classic “ How to win friends and Influence People” advised, “Ask questions the other person will enjoy answering.” Asking good questions shows genuine interest and elicit honest answers. That said, we all know that customers love asking questions, especially when they are about to make a purchase.

Surveys 97

Surveys Feedback Marketing Personalization 97

Provide Support

MARCH 11, 2020

Unlike in-person or telephone interviews, email surveys can reach larger numbers of customers in a shorter period of time. Unfortunately, metrics can’t give you a full picture and tell you everything about the product-market fit, customer satisfaction, and expectations. Published in Provide Support Blog , 2020.

Feedback 66

Feedback Best practices Surveys Metrics 66

Customer Service Life

JULY 8, 2019

This article was originally published on the ICMI blog on May 13, 2019. And this was after sifting through a hundred resumes, conducting twenty or so phone screens, and bringing ten or fifteen of them into the office for interviews. We questioned for both skills and customer focus in our prescreen questionnaire.

Contact Center 72

Contact Center Customer Service Personalization 72

Customers That Stick

OCTOBER 2, 2014

Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. Kate, what was your first job and what did you learn about customer service in it? Dealing with the public is great training for customer service. It makes or breaks customer experience.

Coaching 152

Coaching Government Scripts Employee engagement 152

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. Here we’ll discuss some best practices for designing effective surveys – everything from creating questions that elicit actionable responses, to logic-checking your data to ensure accuracy.

Best practices 157

Best practices Surveys Metrics Construction 157

Spearline

AUGUST 12, 2022

Over the last number of years DEI has been the feature of many blogs, articles and white papers. In this blog I will set out to explain what this is and how it impacts our hiring here at Spearline. For further information, or if you have any further questions please get in touch. .

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Education Contact Center Management 98