Beyond Philosophy

JANUARY 4, 2024

I appreciate the opportunity to look back upon what has happened and what I learned from it. Having a plan and doing the work is an excellent path to success, but I agree that sometimes luck plays a role, too. However, few had a strategy or even a clue about how to leverage the Web. We did this on the podcast recently.

Customer centricity 243

Customer centricity Morale Finance Education 243

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Change Management.

Journey mapping 307

Journey mapping Analytics Customer centricity Government 307

ShepHyken

MARCH 15, 2019

This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. When you think about how to provide excellent customer service, chances are facilities management might not be the first thing that comes to mind.

Customer Service 184

Customer Service Management Customer Experience Customer effort 184

CCNG

MAY 31, 2023

My son must have seen my “tired and worn out from the day mommy face” suddenly change because he said, “Wow, Mommy! It was only a 15-second phone call, but my entire attitude and outlook on the day changed. I wondered how I could create this type of feeling throughout my entire team, especially when they were experiencing a tough day.

Technical Support 195

Technical Support CCNG First call resolution Customer Service 195

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Addressing Customer Needs.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Beyond Philosophy

JANUARY 11, 2024

Today, let’s look at seven ways you can change habits to improve your return on investment. Customers have habits. So, if your customer is habitually buying your competitive product or service, how do you change that? If you want to change habits, the most effective way is to disrupt that cue.

Education 221

Education Feedback Call Center Marketing 221

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

ShepHyken

JULY 8, 2016

This week on our Friends on Friday guest blog post my colleague, Mike Schoultz shares a few customer experience stories that demonstrate how companies have handled customer experiences, some well and some not so well. How many of you consider customer service or customer experience as elements of your marketing?

Customer Experience 189

Customer Experience Marketing Personalization Management 189

ShepHyken

JUNE 10, 2016

This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. It was roughly about three years ago when I started developing Bornevia, a customer service help desk software, along with my team. Shep Hyken.

Best practices 204

Best practices Customer Service SaaS Education 204

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.

Journey mapping 180

Journey mapping Customer Support Feedback Surveys 180

Totango

SEPTEMBER 22, 2023

we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. And, that growth comes from consistently and quickly delivering customer value. Announced during our flagship event, Totango Live!

Enterprise 113

Enterprise Education Best practices Customer retention 113

ShepHyken

DECEMBER 14, 2020

Each week I read a number of customer service and customer experience articles from various resources. The 6 Top Customer Experience Trends in 2021 by Julien Rio. And, there are some interesting stats and facts included to support his comments. Businesses were forced to adapt and make changes.

Customer Service 341

Customer Service Entertainment Customer Experience Marketing 341

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? How’s that for a few spicy thought starters? 80% of net revenue comes from the customer base. We hope so!

Journey mapping 97

Journey mapping Construction B2B Education 97

Totango

OCTOBER 18, 2023

Leader” in the Grid® Report for Customer Success Software and “Leader” in Grid® Report for Customer Data Platform are two of our favorites and clearly demonstrate our commitment to driving customer business results. Totango accelerates revenue retention and customer growth Last month at Totango Live! ,

Journey mapping 101

Journey mapping Enterprise Best practices Marketing 101

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Automotive 99

Automotive Journey mapping Self service Sales 99

Interactions

MARCH 28, 2024

Is it possible to navigate the strategic crossroads between pursuing quick wins and aiming for game-changing nirvana? Dive in as this blog addresses the complexities of achieving excellence in CX within organizations, focusing on the dichotomy between pursuing quick wins versus investing in transformative, long-term innovations.

Surveys 62

Surveys Customer centricity Contact Center Chatbots 62

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. At the intersection of product, customer, and business insights, CS is uniquely positioned to steer businesses through these changing environments.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

Call Experts

OCTOBER 12, 2023

This simple statement underscores the importance of genuine human interaction, especially regarding customer service. In this blog, we’ll explore the intricacies of call routing, its significance in modern customer service, and how it can enhance the customer experience.

Interactive Voice Response 105

Interactive Voice Response Technical Support call center solutions Technology 105

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. Wish we could say 2020 has been an exciting year filled with innovations, incredible travels, and brand-new experiences. 5 Most Favorite Blog Posts Published in 2020.

Customer Support 98

Customer Support Average Handle Time Analytics Customer Experience 98

Call Experts

APRIL 8, 2024

This simple statement underscores the importance of genuine human interaction, especially regarding customer service. In this blog, we’ll explore the intricacies of call routing, its significance in modern customer service, and how it can enhance the customer experience.

Interactive Voice Response 52

Interactive Voice Response Technical Support Technology call center solutions 52

Enghouse Interactive

JANUARY 5, 2021

It’s an understatement to say that 2020 was a year of huge change everywhere. Due to the pandemic we’ve seen major shifts in the contact centre, with existing trends such as remote working accelerating and customer needs changing dramatically. But how do we sustain these green benefits when things start returning to normal?

Self service 40

Self service Service level Technology Customer Service 40

Aspect

MARCH 30, 2020

Last week I discussed that Business Continuity for both Aspect as well as our customers has taken on a whole new dimension. Better yet, we have learned that the term “business continuity” has become an assumed deliverable by all companies. Leadership Continuity, in this case, is not another form of succession planning.

Government 153

Government Contact Center Education Consulting 153

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. It has more useful and advanced features than traditional calling systems.

voip 105

voip CRM Consulting Consulting 105

24-7 InTouch

FEBRUARY 21, 2024

The integration of technology in health tech is changing the way medical professionals deliver care and reshaping the overall patient experience. Effective communication, personalized care, and a supportive environment are all key components to shaping positive interactions.

Healthcare 52

Healthcare Consulting Consulting Technology 52

Customer Service Life

OCTOBER 28, 2023

One such thing was requiring my team to end every call by asking customers, “Is there anything else I can help you with.” In an article, that is still one of my most commented-on blog posts , I spoke of the true intent of this question. actually means, “Customer, you’ve been talking for a long time.

Contact Center 104

Contact Center Average Handle Time Surveys Customer Support 104

COPC

JULY 17, 2018

In our periodic blog series, Ask the Experts, we ask COPC Inc. experts questions about specific areas for improving operational performance in call centers, customer experience (CX) operations, vendor management organizations, and procurement. . Ask the Experts, we discussed change management with Judi Brenstein, COPC Inc.

Management 40

Management Government Education Call Center 40

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

Nicereply

MARCH 16, 2022

Customer Experience departments are the shapeshifter departments of an organization. Every company seems to understand and define customer experience differently and measure it with unique KPIs. She had a very unique solution to this structure: incorporating Sales into the Customer Experience team.

Sales 111

Sales Customer Experience Upselling Self service 111

Nicereply

OCTOBER 8, 2020

The needs of companies change as they grow, expand into new markets, and sell to larger customers. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. The needs of companies change as they grow, expand into new markets, and sell to larger customers. Google Podcasts.

Customer Support 98

Customer Support Marketing Customer Experience Customer Service 98

aircall

AUGUST 14, 2022

When it comes to running a successful business, growth is inevitable. It’s a surefire sign that you’re doing things right, providing a high standard of customer service quality , and delivering a product people want. . When everything is going so well, it feels like the last thing you want to do is change it.

Customer Support 117

Customer Support Benchmark CRM Chatbots 117

Nicereply

MAY 11, 2022

Customer success is one of the most important metrics you need to track if you’re running a B2B business. It contributes to the overall customer experience, and high customer success can mean repeat business and more referrals. Your customer’s business success is your success.

Customer retention 96

Customer retention Customer Support Feedback Metrics 96

Nicereply

JANUARY 30, 2023

It can be overwhelming to sit down and start thinking about all of the things that you need to do to sort out the growth of your support team in the new year. If you’re growing your number of customers or orders in the next year, you’ll need to plan how to support them.

Metrics 98

Metrics Finance APIs Customer Support 98

Totango

APRIL 18, 2023

That phrase has become the earworm of 2023, stuck in our head no matter how many other tunes we try to sing. As businesses are laser-focused on retaining and growing current clients, they’re turning to their customer success (CS) teams and leaders to make it happen. Welcome to the era of “do more with less.”

Engineering 98

Engineering Accountability Enterprise Sales 98

Totango

FEBRUARY 23, 2023

How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base? Thankfully, customer success operations has come to the rescue. Ask if your customer health score is right, is it giving you the insight you need, are you iterating,” Chris says.

Metrics 83

Metrics Upselling Accountability Enterprise 83

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

Education 52

Education Upselling Consulting Consulting 52

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