ShepHyken

MAY 27, 2016

This week on our Friends on Friday guest blog post Shaista Haque writes about a very timely topic, the digital customer experience. Digital experiences are starting to mirror in-person experiences and you better be monitoring your digital customers now! – Shep Hyken. Which scenario looks better to you?

Customer Experience 200

Customer Experience Banking Analytics Technology 200

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

Customer Experience 76

Customer Experience Brand ambassadors Self service Chatbots 76

Beyond Philosophy

OCTOBER 19, 2023

I want to let you into a little secret. I’ve learned to ask customers a question over the years. Ready to know what it is? Has anything changed since the last time I spoke to you? Customers change their minds on many occasions. But you won’t be surprised if you ask the question.

Journey mapping 221

Journey mapping Sales Surveys Education 221

Tethr

DECEMBER 29, 2020

We’ve covered a lot of ground this year, and so have you, dear readers. As we enter a new year, let’s take a moment to look back on our “greatest hits”, if you will, and review what our readers valued most during this year of challenge. Here are our top ten blogs of 2020: 10. QA measures customers actually care about.

Analytics 72

Analytics Call Center Enterprise Sales 72

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Beyond Philosophy

NOVEMBER 9, 2023

So, when I share some statistics I read regarding customer satisfaction and leveraging behavioral economics, some of which I felt very glass-half-empty about, I hope a few of you, with your half-glass-full dispositions, will help me see the bright side. We British look at the world as if the glass is half empty. Now, make a choice.”

Customer retention 195

Customer retention Sales Consulting Consulting 195

Customers That Stick

JANUARY 5, 2015

Happy New Year, and welcome to the first Customers That Stick TM blog post of 2015! I thought our first post of the year would be a good time to talk about some of our upcoming plans for the blog. To begin, we’ll be creating more free resources you can use to enhance your customer service and customer experiences.

Surveys 111

Surveys Customer centricity Education Customer Experience 111

Beyond Philosophy

JUNE 1, 2023

Organizations don’t think enough about the context in which a customer enters the experience. Most believe that every customer is the same. However, understanding the context in which your customer has your experience is critical to your customer strategy. Now think about how you might feel if your phone was stolen.

Accountability 195

Accountability Call Center Education Consulting 195

Beyond Philosophy

JANUARY 19, 2023

I bring up my mad scribbling habit because our podcast listener, Jason Bradley, wrote in with a pickle asking us, “how do I decode when a customer has mentally decided to buy?” ” So I also wanted to share my answer here with you. When would you expect delivery? When would you expect delivery?

Consulting 195

Consulting Consulting Finance Sales 195

Beyond Philosophy

MAY 18, 2023

EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives. Having a high EQ is vital to customer service. However, you can’t do that with everybody.

Management 195

Management Personalization Call Center Customer Experience 195

Beyond Philosophy

MARCH 23, 2023

You must focus on your employees if you want a great experience that delivers service excellence. I guess many of you have the same problem, so I decided to share what we told him on a recent podcast here, too. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos!

Management 195

Management Personalization Customer Experience Consulting 195

Comm100

FEBRUARY 10, 2022

When you sign up on Netflix, the streaming platform first asks about your preferences regarding languages and genres you’d like to consume. What started with Netflix’s sophisticated Machine Learning recommendation algorithms customized to every users’ preferences has now become the buzz in customer service and support.

Personalization 52

Personalization Customer Service Chatbots Self service 52

Beyond Philosophy

JULY 6, 2016

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. China is still in the early stages of Customer Experience discovery. Let’s take a closer look at each of these points.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

ProProfs Blog

JULY 30, 2020

Every brand focuses on trying to collect customer feedback through surveys and other similar means. While the customer may love to provide feedback to the brands they are associated with, the sheer number of surveys they encounter leads to survey fatigue, making it a significant problem. In this blog, let’s discover: .

Surveys 145

Surveys Feedback Marketing Customer Support 145

Hodusoft

APRIL 24, 2024

A Comprehensive Guide on ISDN Even if you aren’t that well-versed with telecommunication lexicon, you still might have come across a term—ISDN, which is the abbreviation for Integrated Services Digital Network. But did you know that it is going to be phased out by 2025? What is ISDN? Read on to know more.

voip 52

voip Wireless Telecommunications Technology 52

Beyond Philosophy

MAY 25, 2023

However, I often complain that they do not include the emotional journey, which is essential to designing an experience that engages emotionally with customers in a way that promotes customer loyalty. However, if we explain why we think they apply, you could gain more insight into your customer behavior. Was it easy?

Journey mapping 195

Journey mapping Consulting Consulting Personalization 195

Eptica

AUGUST 5, 2020

Date: Wednesday, August 5, 2020 Author: Anne-Merete Jensen - Senior Business Consultant Why now is a great time to optimise your customer service – Part 3: Putting the right resources in place. In this final post, I’ll look at how you can put the right resources in place to fill any gaps identified by your audits.

Customer Service 112

Customer Service Self service Best practices Consulting 112

Call Design

JUNE 22, 2020

Contact centre changes are never an easy venture, but it’s crucial to embrace an opportunity for change. For some organisations, there may be an influx of calls from customers asking about your services. For some organisations, there may be an influx of calls from customers asking about your services.

Interactive Voice Response 187

Interactive Voice Response Chatbots Best practices Consulting 187

Upstream Works

NOVEMBER 22, 2022

Before the term “customer experience” (CX) became widely used in the industry, the contact center was focused on “customer service.” ” When customers needed service – whether a question, a complaint, or technical support – they reached out to the contact center.

Technology 78

Technology Customer Service Contact Center Technical Support 78

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Fortunately, customers also like to help themselves. What Is Customer Self-Service?

Self service 110

Self service Accountability Airlines Customer Care 110

Comm100

MARCH 25, 2024

Luckily for business owners and budding chatbot developers alike, launching a quality bot isn’t hard, as long as you know what to watch out for. FInd out how Customer story We’ve compiled the best and worst chatbot practices to help you make the most of your investment, and engage in chatbot success.

Chatbots 96

Chatbots Journey mapping Personalization Customer Support 96

Upstream Works

DECEMBER 6, 2021

There is a lot of innovation that enables businesses and customers to engage more directly than ever before, allowing call centers to modernize their operations. There is a lot of innovation that enables businesses and customers to engage more directly than ever before, allowing call centers to modernize their operations.

Contact Center 78

Contact Center Customer centricity Call Center Sales 78

customer sure

NOVEMBER 11, 2014

In the last few weeks you might have noticed that we’ve changed course on our blog strategy. People whose businesses are thriving on great customer service. Hopefully you’ve found our recent content more useful. Ellovi told us how they inspire customer loyalty. Our initial blogging strategy.

Feedback 91

Feedback Metrics Customer centricity Customer Service 91

Upstream Works

JANUARY 12, 2022

Driven by a desire to cut costs with operational efficiencies and provide a better omnichannel experience to an increasingly digital customer base, executives are honing in to upskill their contact centers. Here are four signs your contact center is ready for digital transformation. Customer expectations are continually changing.

Contact Center 78

Contact Center contact center solutions Self service Analytics 78

JustCall

JUNE 26, 2023

In the competitive world of real estate, where success hinges on building strong relationships and closing deals, effective lead follow-up is a simple but often overlooked strategy to increase your chances of converting leads into net new customers. Are you ready to take your lead follow-up game to the next level?

Real estate 52

Real estate Chatbots CRM Metrics 52

Playvox

FEBRUARY 16, 2024

One of the most impactful uses is how AI is transforming customer experience (CX). Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Quality management 75

Quality management Contact Center Management Best practices 75

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. It is no longer a competitive advantage but a necessity.

Customer Experience 83

Customer Experience Chatbots Feedback Surveys 83

TeleDirect

APRIL 6, 2023

Learn how businesses can use each approach to engage with customers across channels and improve customer satisfaction. As the world changes and technology advances, there are increasingly exciting opportunities for bigger, more immersive marketing campaigns. So, let’s say you run a nail salon.

Multichannel 62

Multichannel Advertising outsourcing Scripts 62

Fonolo

FEBRUARY 11, 2021

It’s easy to get complacent in the call center, taking customer queries one after the other. By revisiting your business’ goals and values, you can make a much-needed pivot to improve the impact your call center has on your company — and more importantly, your customers! Eliminate hold-time for your customers.

Call Center 141

Call Center Abandon rate Coaching First call resolution 141

Lumoa

JANUARY 24, 2024

Have you ever traveled to a country where you didn’t speak the language? If you have, you must know how exhausting it can be to get help with the simplest of requests. I remember spending over 40 minutes trying to get change for a €20 bill in Paris until a kind stranger finally understood what I was asking for.

Analytics 83

Analytics Feedback Metrics Surveys 83

ProProfs Blog

JUNE 11, 2020

You have created a presence for your business on multiple channels, and have also invested in creating valuable content across all the channels. But your customers are still unsatisfied. You don’t need to go bankrupt to give your customers an excellent experience. All you need is an Omni-channel experience.

Entertainment 114

Entertainment Customer Experience Accountability Customer retention 114

Fonolo

JANUARY 8, 2020

There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? SMS remains the most ubiquitous channel, but least flexible. Slides are available here and video here. The Battle is also an Opportunity.

B2C 101

B2C Contact Center Call Center Customer Service 101

Hodusoft

APRIL 6, 2022

Top 5 Customer Experience Trends to Consider in 2022. In recent years, businesses have realized the impact that customer experience has on the growth of their businesses. To make sure that their companies stick out in the market, they do everything to ensure that their customer experience is optimal.

Customer Experience 105

Customer Experience call center software Contact Center Call Center 105

Peter Lavers

FEBRUARY 21, 2019

Think is IBM’s flagship conference designed to deliver all the technical training, strategic expertise, and impactful lessons that a company needs to compete in today’s changing world. What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? DataScience.

Customer centricity 167

Customer centricity Technology Marketing Customer Experience 167

GetFeedback

FEBRUARY 12, 2019

Collect real-time, quality feedback from on-the-go customers. Today we’re excited to announce the newest addition to our suite of survey distribution channels: SMS. In today’s world, customers are on the go and hyper-connected through their mobile devices. GetFeedback’s SMS Invitations. Bottom line: SMS surveys work.

Transportation 94

Transportation Surveys Feedback CRM 94

Nicereply

MAY 22, 2023

Social media support is an essential part of customer satisfaction strategy for many companies. The key to a successful social media strategy lies in providing customer support through all available channels. Offering top-notch customer service can set you apart from competitors and make it a preferred choice for customers.

Complaint resolution 52

Complaint resolution Customer Support Feedback Surveys 52

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. .

Banking 94

Banking Customer Experience Big data Chatbots 94