ShepHyken

FEBRUARY 1, 2019

This week we feature an article by Dawn Gucciardo who took my model of Six D’s to Creating a Customer-Centric Culture and applied it to developing and implementing a CRM software. – Shep Hyken. Shep Hyken believes customer centricity must start on the inside, with your employees. – Imagine the desired customer experience.

Customer centricity 220

Customer centricity CRM Finance Coaching 220

ShepHyken

JULY 26, 2019

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you.

Customer Experience 284

Customer Experience Feedback Customer centricity Customer retention 284

ShepHyken

DECEMBER 15, 2017

This week we feature an article by Keith Schorah who states that in order to deliver an excellent customer experience, you have to know your customers better than ever before, and this begins with your frontline. As I always say, what’s happening on the inside of a company is felt on the outside by your customers. – Shep Hyken.

Employee engagement 298

Employee engagement Customer centricity Feedback Morale 298

ShepHyken

AUGUST 24, 2018

This week we feature an article by Wayne Turmel who writes about how to be successful with a remote customer service team. When you’re trying to serve your customers, your reps must be self-starting, relatively autonomous, and focused on their jobs. This is a new challenge that many employers are facing. – Shep Hyken.

Customer Service 198

Customer Service Real estate Call Center Best practices 198

ShepHyken

OCTOBER 27, 2017

This week we feature an article by Tim Fujita-Yuhas that discusses the importance of empathy when using new technology for customer service. He looks at the next generation of texting, known as RCS (Rich Communication Services), which I think will become a very valuable tool. – Shep Hyken.

Customer Service 208

Customer Service Customer centricity Enterprise Personalization 208

ShepHyken

MARCH 23, 2018

This week we feature an article by Denise Graziano who explains how essential clear, consistent, authentic communication is for companies to use when dealing with difficult news. – Shep Hyken. Clear, consistent, authentic communication. They had greater employee engagement and more loyal customers.

Airlines 204

Airlines Morale Benchmark Marketing 204

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Blog #3 of 4: Customer-facing agents. Chatbots for Customers (31.0% Back office support. Subject matter experts.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

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. Video is the new Face-to-Face.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

ShepHyken

DECEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague, Erich Lawson, writes about the importance of being an eco-friendly business and how it can encourage loyalty among consumers. This is a great example of finding out what is important to your customer and making it a priority. Shep Hyken.

Surveys 213

Surveys Accountability Management Customer Service 213

Beyond Philosophy

APRIL 25, 2024

Storytelling is an essential part of communication with customers, too. If you like the idea of the founder coming from humble beginnings or the tale of a successful person being self-made, it might be because you can relate to them. Persuasive communications that employ storytelling are more effective than other types.

Customer emotions 195

Customer emotions Engineering Education Personalization 195

ShepHyken

NOVEMBER 24, 2017

This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. If you’re not monitoring what customers are saying about you and your company on social media, what are you waiting for?! – Shep Hyken. It Starts with Effective Social Listening.

Customer Service 220

Customer Service B2B B2C Accountability 220

ShepHyken

JULY 6, 2018

This week we feature an article by Natasha Postolovski who shares the idea of using sales contests to help motivate a higher level of customer experience at your organization. – Shep Hyken. Customer experience is the most important factor in the success of a retail business. Choose your sales contest focus. Choose your rewards.

Sales 179

Sales Customer Experience Upselling Management 179

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. How to leverage technology for a better customer experience.

Technology 325

Technology Customer Experience Complaint resolution Gamification 325

SmartKarrot

AUGUST 24, 2021

Your customers get you your bread and butter. You might have an awesome product, you may have industry leaders from the top B-schools of the town, and you might have great employees too – but all of that simmers into nothingness if you haven’t learned the art of effective communication yet. Tips for Effective Communication.

B2B 17

B2B Feedback Surveys Personalization 17

ShepHyken

SEPTEMBER 29, 2017

This week we feature an article by Doug Bell who writes about how leaders can optimize their company’s customer experience. It is important to have a plan in place for managing the customer experience and having a customer-focused culture. – Shep Hyken. A Simple Playbook for Managing Customer Experience.

Employee engagement 135

Employee engagement Feedback Customer Experience Management 135

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Customer First” drives success. Customer service has become the top business priority. Getting out in front of competitors, by emulating the most successful companies, will help shortcut timelines. Successful companies ** spend more (4% of revenue vs. 1.7%) on CX technology.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

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? Push for change actively.

Customer Experience 86

Customer Experience Journey mapping Surveys Feedback 86

24-7 InTouch

APRIL 26, 2024

Artificial intelligence (AI) stands as a monumental force reshaping the customer experience (CX). This blog explores how companies can synchronize AI adoption with effective risk management to foster a robust, safe, and customer-centric business environment. Data Mastery : AI is only as good as the data it processes.

Government 52

Government Customer centricity Technology Management 52

Totango

NOVEMBER 16, 2023

Every customer interaction matters in today’s digital age. These touchpoints serve as critical indicators of overall customer health, enabling leaders to proactively detect risk, prevent churn, and identify opportunities for expansion and revenue growth. billion active users worldwide.

Accountability 107

Accountability Enterprise Marketing Management 107

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

AnomalySquared

SEPTEMBER 15, 2023

In the fast-paced world of business, effective appointment setting is crucial for driving revenue and building lasting customer relationships. Call centers play a pivotal role in this process, serving as the frontline of communication between businesses and their potential clients.

Call Center 111

Call Center Customer Experience 111

ShepHyken

JULY 22, 2016

This week on our Friends on Friday guest blog post my colleague, Boaz Amidor, shares four techniques that have striking, measurable results when it comes to the efficiency of the Customer Support Program of companies providing online and mobile customer support. Customer support is just like this. Shep Hyken.

Journey mapping 180

Journey mapping Customer Support Feedback Surveys 180

ShepHyken

AUGUST 4, 2017

This week we feature an article by the Strategy Institute featuring insights on key Digital Customer Experience factors from different business leaders. A customized digital experience is your opportunity to connect with the customer as an individual. . Finding this key balance will be critical to success.

Big data 189

Big data Customer Experience Personalization Technology 189

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. This can directly lead to improved customer satisfaction, increased sales, and more repeat business. These issues can cause burnout and reduce efficiency, negatively affecting customer service outcomes.

Chatbots 52

Chatbots Feedback Customer centricity Wait times 52

VirtualPBX

FEBRUARY 23, 2024

One such recent development is the Federal Communications Commission (FCC) sunset on POTS (Plain Old Telephone Service) lines. This significant change has implications for businesses relying on traditional phone lines for their communication needs.

Telecommunications 98

Telecommunications Government Technology Consulting 98

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. Ian Golding’s guest post focused on the vital importance of trust in delivering effective customer experience. As customers become more demanding, can self-service really help?

Customer centricity 65

Customer centricity Self service Marketing Customer Experience 65

CSM Magazine

APRIL 11, 2024

Knowing how to navigate the complexities of deals and counteroffers can make all the difference in securing a successful outcome. Gathering as much information as possible is essential to make informed decisions and negotiate effectively. Prioritize these aspects so you can communicate them effectively with the other party.

Real estate 52

Real estate Transportation Marketing Engineering 52

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. We know a seamless outsourcing transition is essential for maintaining operational efficiency and customer satisfaction, and you need to go on the transition journey with a team of people you barely know.

outsourcing 71

outsourcing Customer Care Best practices Management 71

VirtualPBX

SEPTEMBER 14, 2023

Guest Blog from Sphinx Solution Nowadays, a solid communication system is the key to any business success. Whether you have a startup or an enterprise-grade business, cost-effective & efficient communication systems help you achieve long-term success. That is where VoIP & texting steps in.

voip 105

voip CRM Consulting Consulting 105

kommunicate

MARCH 31, 2023

Last Updated on March 31, 2023 Customer support is the backbone of any successful business, as it directly impacts customer satisfaction, loyalty, and retention. In today’s digital age, most of the communication happens virtually. This can vary from effective communication [.]

Customer Support 98

Customer Support 98

VirtualPBX

SEPTEMBER 19, 2023

In today’s fast-paced business world, staying connected and effectively managing communications is paramount to success. Recognized for our cutting-edge approach, VirtualPBX is changing the way companies approach communication. Scalability: As your business grows, so can your phone system.

Telecommunications 105

Telecommunications Enterprise Marketing Personalization 105

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. These accolades highlight our product’s user-friendly nature and our team’s relentless efforts to ensure a smooth setup process for our customers.

Enterprise 108

Enterprise Customer centricity Benchmark Upselling 108

VirtualPBX

NOVEMBER 8, 2023

In today’s fast-paced business world, effective communication is the lifeline of any successful company. VirtualPBX, a leader in cloud-based communication solutions, has proven to be the catalyst for transformation in these businesses. VirtualPBX emerged as the perfect solution. We work from home.

Healthcare 98

Healthcare APIs Customer centricity Accountability 98

NobelBiz

JANUARY 30, 2024

That being said, call center blockage is one of the critical issues in customer service. It occurs when a business’s communication channels are overwhelmed and unable to handle incoming contacts and calls. Inevitably, call center blockage significantly impacts customer experience.

Call Center 104

Call Center Interactive Voice Response Telecommunications Contact Center 104

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

Sales 89

Sales Upselling Accountability SaaS 89

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Wait times 89

Wait times Feedback CRM Surveys 89

CSM Magazine

DECEMBER 10, 2019

By using social networks and blogging, you can increase your customer base and make new business connections. It can also be a source for a loyal customer base. However, not every product or service can be sold through a social network or blogging due to the specifics of the product or the geolocation of the business.

Advertising 52

Advertising Entertainment B2B Analytics 52