ShepHyken

MARCH 29, 2019

This week we feature an article by Alexandr Galkin who writes about how retail management should focus on direct communication and/or a balanced pricing strategy and allow AI to manage price optimization. The pricing process is a crucial element in building a successful shopping journey. Customer experience comes first.

Customer Experience 259

Customer Experience Accountability CRM Enterprise 259

ShepHyken

SEPTEMBER 13, 2019

One of the most successful ways to enhance the customer experience is through live chat. However, there’s always room for improvement in how customers are engaged via chat. . You could be answering a prospect who has questions about a product, or a customer requiring technical support. Be quick to accept live chat requests.

Customer Experience 271

Customer Experience Technical Support Self service Best practices 271

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. Your customers will sing praises if you provide a great product or service, but can also be vocal when they feel like their needs are being met.

Feedback 235

Feedback Customer Experience Abandon rate Surveys 235

ShepHyken

SEPTEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Mark Smith, writes about how crucial personalization can be to the customer experience. Originally, retailers used this concept to make their services more appealing to consumers by showing products and services that might match their particular preferences.

Customer Experience 295

Customer Experience Personalization Marketing Analytics 295

ShepHyken

DECEMBER 7, 2018

This week we feature an article by Brian Elrod who discusses how texting has become an important customer service tool for any type of business. – Shep Hyken. Here’s how some businesses are winning by texting. Numbers show that customers enjoy text message communication. 5 — the percentage of phone calls that are answered.

Customer Service 286

Customer Service Healthcare Management Customer Care 286

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Complaints are opportunities to show how good you can be. Are you marketing your product in the right way? It is important to design a good product. Shep Hyken. Communication gap.

Advertising 270

Advertising B2B Employee engagement CRM 270

ShepHyken

DECEMBER 15, 2017

This is a common gap, or an oversight by many organizations, of how each can work in harmony to benefit and grow business by providing a much deeper insight. Presenting customer feedback to employees needs to be part of any effective management performance programme. So, how can organizations achieve this to align and analyze both?

Employee engagement 298

Employee engagement Customer centricity Feedback Morale 298

Nicereply

SEPTEMBER 6, 2022

That’s why we’ve rounded up this handy list, so you have all top customer support blogs published (so far) in 2022 in one accessible place. Most of these blogs allow you to subscribe to their newsletters and publish new content regularly. Most of these blogs allow you to subscribe to their newsletters and publish new content regularly.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

ShepHyken

APRIL 6, 2018

The objective of this process is to reduce the time it takes for developers to gather user feedback data and use it to tweak the product. In this blog, let us look at a few ways a business can keep a tab on customer experience through continuous testing. Conversion optimization. Randomized experience assessment.

Customer Experience 294

Customer Experience Metrics Marketing Surveys 294

ShepHyken

DECEMBER 9, 2016

This week on our Friends on Friday guest blog post my colleague, Stephan Delbos, writes about the importance of doing more than satisfying customers, you must delight them. Remember the days when “another satisfied customer” was the greatest mark of success for any brand? Satisfactory is a rating. Loyalty is an emotion. Shep Hyken.

Customer emotions 306

Customer emotions Marketing Customer Experience Customer Service 306

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. The following post sums up a little bit in the details of what and how when it comes to customer experience strategies. Probably not!

Customer Experience 284

Customer Experience Feedback Customer centricity Customer retention 284

ShepHyken

MARCH 22, 2019

If you had walked into a bank, clothing store or small local grocer 50 years ago, you likely would have found the manager or even the owner greeting you at the door, and the clerks may have called you by name and asked after your spouse and children. This week we feature an article by John Boccuzzi Jr. Shep Hyken. By the end of 2019, 2.7

Customer Experience 267

Customer Experience Banking Technology Consulting 267

ShepHyken

DECEMBER 13, 2019

When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor. Get it right, and you give the initiative the very best chances for success. The stance your business takes on CX will determine how you approach vendor selection.

APIs 254

APIs Enterprise Government Customer Experience 254

ShepHyken

MARCH 1, 2019

This week we feature an article by Wayne Elsey who writes about how businesses can improve the experiences of their customers with the use of artificial intelligence. With the passing of another year in the digital age, the reality is that we all have to be more aware of how artificial intelligence is entering into our lives.

Customer Experience 262

Customer Experience Chatbots Big data Marketing 262

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. So, how do you ensure that your company is one that properly trains and prepares its service representatives to interact with customers?

Customer Service 209

Customer Service Education Customer Support Management 209

ShepHyken

DECEMBER 21, 2018

You can track ticket response times to maintain insights into how quickly your team is resolving issues. This week we feature an article by Prasad Reddy who shares 10 ways to improve CSAT scores by enhancing customer satisfaction. – Shep Hyken. Customer satisfaction is at the core of your business health and growth. Respond quickly.

CRM 235

CRM Best practices Customer Service Metrics 235

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. But how do leaders create great customer service teams when everyone is working from home, or at least from somewhere you’re not? 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 25, 2019

Who you hire, then how you lead them. So how can we do it? Start some questions with “tell me about a time that you…” the idea is to prompt your candidate to talk about their successes and failures and get a gauge on how empathic they are. You need to make sure that two major factors are strong.

Call Center 192

Call Center Scripts Contact Center Advertising 192

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. So how can your contact center IVR get there? Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated.

Interactive Voice Response 232

Interactive Voice Response Customer Experience Self service Contact Center 232

ChurnZero

DECEMBER 9, 2020

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. You can see this is the case by taking a look at the Google search trends for “Customer Success” and “Customer Experience” over time. Tri Tuns Blog.

Consulting 98

Consulting Consulting Best practices Upselling 98

ShepHyken

SEPTEMBER 7, 2018

If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI. Those resources are: Product demos. Accept that you may be reviewed by the customer. A review program.

B2B 201

B2B Surveys Sales Marketing 201

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. Cause: If your employees do not understand their role in the company mission or feel valued in the company’s success, it is not their fault.

Airlines 204

Airlines Morale Benchmark Marketing 204

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. Feedback from customers and opinions of management can all be skewed due to a limited perspective.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

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

Beyond Philosophy

APRIL 18, 2024

So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out. So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out.

Personalization 195

Personalization Advertising Technology Marketing 195

ShepHyken

JULY 6, 2018

Customer experience is the most important factor in the success of a retail business. High-margin products. New product lines. Product knowledge. Contests can last for as little as an hour, such as when a regional manager visits a store location, or as long as one month. Sales revenue. Promotions. Team vs. Team.

Sales 179

Sales Customer Experience Upselling Management 179

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ShepHyken

JUNE 9, 2017

Recently, Shep Hyken sat down with Lifesize’s Chief Customer Success and Happiness Officer, Amy Downs, and discussed the importance of becoming absolutely obsessed with enhancing your customer’s experience. Shep Hyken. Today, I’d like to talk about which customers you should obsess over.

Personalization 243

Personalization Surveys Sales Marketing 243

ShepHyken

JUNE 29, 2018

This week we feature an article by Laura Bourne who shares four important factors that can help you achieve success and avoid customer service problems. – Shep Hyken. Business Management System. To provide excellent customer service, you need to decide on an effective management system which keeps your business efficient.

Customer Service 206

Customer Service Feedback Coaching Management 206

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. Even then, only a paltry 30 percent that uses products in a manner that benefits the environment as is intended. Shep Hyken.

Surveys 213

Surveys Accountability Management Customer Service 213

ShepHyken

APRIL 20, 2018

For good reason: CX has quickly become today’s most important business benchmark, as well as the most important way for firms to achieve success. As you get started with your CX management strategy, it’s important to understand how online reviews play into this strategy. Ask your customers to post online reviews.

Customer Experience 204

Customer Experience Benchmark Education Surveys 204

Call Experts

DECEMBER 29, 2022

Welcome to a roundup of our top-performing customer service blogs of 2022! Blogging is a powerful way to share ideas, trends, and strategies in your industry. The best blogs are not only informative but also fun to read. Call Experts Top 5 Customer Service Blogs of 2022 . So, how does it all work?

Customer Service 52

Customer Service outsourcing Best practices Morale 52

Beyond Philosophy

APRIL 11, 2024

But how should you do it, and why is it important? Next, it’s interesting that Boehme thinks that many organizations struggle to understand how customers want to improve their lives and to translate these insights into an effective product, marketing, and sales strategy. It’s our job to determine what it is.

Customer emotions 195

Customer emotions Marketing Personalization Sales 195

ShepHyken

OCTOBER 27, 2017

People’s minds wander towards automated voice messaging systems, long hold times, or in today’s day and age, chatting in an online forum with a virtual assistant who, if we’re being honest, really doesn’t understand what you want, how you want it, or when you need it. From contact centers to email marketing campaigns, we’ve seen it all.

Customer Service 208

Customer Service Customer centricity Enterprise Personalization 208

ShepHyken

JANUARY 19, 2018

This week we feature an article by Gaven Rolfe who writes about parcel lockers and how they can offer benefits for retailers. I really like anything that can offer convenience for our customers. – Shep Hyken. Parcel Lockers: A Retailer’s Secret Weapon. But this innovative, final-mile delivery method can also be a secret weapon for retailers.

Transportation 185

Transportation Metrics Customer Experience Customer Support 185

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. They instruct agents on why and how to say yes. Given the importance of competing on the customer experience, the idealistic approach is an encouraging sign.

Abandon rate 236

Abandon rate Journey mapping Average Handle Time Customer centricity 236

ShepHyken

AUGUST 3, 2018

This week we feature an article by Eugene Aronsky who talks about good customer service versus bad customer service and how proper training and proper knowledge are key to answering any question that a customer may have. – Shep Hyken. Good customer service is essential for a successful business.” What is Good Customer Service?

Customer Service 215

Customer Service Call Center Sales Marketing 215