ShepHyken

JANUARY 11, 2019

Here, we will first discuss why closing the loop is important, then provide three examples of how to grow your business thanks to customer feedback, and finally explain how to implement something like this in real life, using technology! What is the customer feedback loop? Why the customer feedback loop is important?

Feedback 236

Feedback Surveys Technical Support Personalization 236

JivoChat

AUGUST 22, 2023

Learning how to start a travel blog will help you share your passion for visiting different places and getting to know cultures from other countries all around the world. Step by Step How to Start a Travel Blog How to start a travel blog is simpler than you might believe.

Engineering 75

Engineering Analytics Best practices Customer Support 75

ShepHyken

JUNE 28, 2019

The World Bank finds in its 2019 examination of the workforce that while technology is indeed changing how people work, it’s also creating new opportunities. It’s, therefore, crucial to get exactly right these rare moments that offer the opportunity to nurture the relationship with the customer. Technology replacing humans.

Contact Center 279

Contact Center Self service Banking Airlines 279

ShepHyken

SEPTEMBER 20, 2019

We’ve outlined the departments that work together, but how exactly do companies achieve cross-team collaboration? Most B2B companies have an “old school” mentality related to how they work and who they work with internally. Pretend your main contact at a key customer just got a promotion.

B2B 270

B2B Customer Support CRM B2C 270

ShepHyken

JULY 6, 2018

Here are just some of the things you may choose to focus on: NPS (Net Promoter Scores). Promotions. If you believe a sales contest could help motivate a higher level of customer experience at your organization, here’s how you can get started. Sales revenue. High-margin products. New product lines. Team vs. Team.

Sales 179

Sales Customer Experience Upselling Management 179

ShepHyken

AUGUST 10, 2018

This week we feature an article by Jarrin Howard who writes about how predictive analytics can enhance customer relations. – Shep Hyken. This matter of specialization doesn’t just relate to products but also to product discounts, promotions, upselling, and cross-selling. Personalizing Content. Choosing Channels.

Analytics 168

Analytics Upselling Banking CRM 168

CSM Magazine

JULY 17, 2023

If you are a business owner that does not have a blog, it is time to change that. All you need to do is purchase WordPress hosting , install WordPress on your hosting account and get to work. Now that we have that out of the way, let’s cover the most important advantages of having a blog.

Entertainment 52

Entertainment Engineering Advertising Marketing 52

ShepHyken

JUNE 23, 2017

I like the live chat option becasue I can immediately get in touch with a representative to ask my questions without having to wait. This week we feature an article by Gemma Baker about the importance of offering help to your website visitors. Shep Hyken. E-commerce sites have taken retail online and with such its audience.

Banking 192

Banking B2C Advertising B2B 192

ShepHyken

MAY 26, 2017

This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. Net Promoter Score (NPS). The Net Promoter Score needs no grand introduction. Based on responses to the question: “ How likely is it that you would recommend our brand to your friends and family? ”

Metrics 229

Metrics Customer effort Customer Experience Surveys 229

ShepHyken

AUGUST 11, 2017

This week we feature an article by Borge Hald who writes about the importance of being a customer obsessed company and how it is the key to success. Customer-obsessed companies don’t always get it right but they course-correct their mistakes and double-down on their hits quickly. There are many ways to center a business….

Customer centricity 233

Customer centricity Feedback B2C Customer Experience 233

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. What Message Are You Conveying?

Surveys 214

Surveys Accountability Management Customer Service 214

ShepHyken

APRIL 26, 2019

Wish to inspire a step-change in how customers interact with your brand digitally ? Listening to your customer doesn’t just mean spitting out a survey every so often, it’s about constantly capturing insights that signal intent and satisfaction as well as getting direct feedback. Prompting acceptance.

Technology 217

Technology Marketing Metrics Surveys 217

ShepHyken

SEPTEMBER 7, 2018

Potential customers want to get a complete picture of the product before purchasing and are often skeptical that a vendor’s website can provide that complete picture. But, even if you’re not going to be reviewed, perform as if you are. – Shep Hyken. A review program. Those resources are: Product demos. User reviews. Vendor websites.

B2B 204

B2B Surveys Sales Marketing 204

ShepHyken

NOVEMBER 10, 2017

This week we feature an article by Sawaram Suthar writes about how live chat can simplify the customer journey. Always remember that the customer just want to be taken care of, regardless of how you go about it. – Shep Hyken. Businesses often face multiple challenges with respect to how to simplify the customer journey.

Transportation 185

Transportation Analytics Banking Metrics 185

Beyond Philosophy

JANUARY 4, 2024

However, I have learned over the years that the harder I work, the luckier I get. However, few had a strategy or even a clue about how to leverage the Web. Therefore, I encourage organizations to look back at how the web implementation worked—the one that actually worked, not the one that was a hot mess at the beginning.

Customer centricity 244

Customer centricity Morale Finance Education 244

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. Shep Hyken.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ShepHyken

APRIL 27, 2018

This week we feature an article by Seema Nair who writes about the importance of tailoring your e-commerce site to give your customers the best experience. The best customer service is invisible. It just happens. – Shep Hyken. Building an e-commerce site is just the first step of a successful e-commerce journey. Keep the Checkout Process Simple.

Enterprise 205

Enterprise Feedback Personalization Sales 205

Toister Performance Solutions

DECEMBER 6, 2018

Many companies that sell a product or service to customer service teams have a corporate blog. A lot of those blogs are hard to read. They're overly self-promotional. A few corporate blogs stand out from the crowd. Here are four corporate customer service blogs I consistently read. What Blogs Are You Reading?

Customer Service 90

Customer Service outsourcing Contact Center Feedback 90

ShepHyken

JUNE 29, 2018

. – Bill Gates. There is no denying that loyal customers are the bread and butter of an organization. Retaining current customer satisfaction while securing more is fundamental to the growth of a business. Make sure that your organization is not the ones losing money. Employee Standards. Business Management System. Social Media Engagement.

Customer Service 206

Customer Service Feedback Coaching Management 206

Steve DiGioia

MAY 23, 2022

Feature neighborhood leaders in your marketing and in-store promotions. If you don’t want to offer candy, how about making a small but dedicated children’s play area? Or you can promote those small but excellent businesses that may be off the usual tourist routes. 10 Smart Ways to Cater to Your Local Customers.

Personalization 361

Personalization Marketing Customer Service 361

Beyond Philosophy

DECEMBER 6, 2019

I wondered how I did that. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. Where does the customer get put on your agenda? In other words, how long was the representative talking to the customer?

Customer centricity 428

Customer centricity Airlines Consulting Consulting 428

CSM Magazine

JANUARY 25, 2022

We’re talking about your blog. Blogging is one of the most underutilized tools customer service managers can use to boost and improve customer satisfaction, engagement, and retention. Why Blogging Can Be a Customer Service Manager’s Dream Tool. Furthermore, you can blog about trends in your industry. Keep it Evergreen.

Customer retention 52

Customer retention Advertising Customer Service Management 52

Beyond Philosophy

NOVEMBER 30, 2023

However, much of it was the easy stuff and hasn’t had the breakthrough effect they hoped to get. This strategy is ideal for getting an improvement program off the ground. 1 Net Promoter ® , NPS ® , NPS Prism ® , and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., NICE Systems, Inc.,

Finance 195

Finance Customer centricity Accountability Technical Support 195

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. It is no doubt that excellent customer support is crucial to success. Shep Hyken.

Journey mapping 180

Journey mapping Customer Support Feedback Surveys 180

GetFeedback

JULY 14, 2018

A blog survey is simple but powerful way to learn more about your audience. With just a few questions, you can measure reader satisfaction, promote new content, and convert more blog traffic. Here are step-by-step instructions on launching an awesome blog survey in under 30 minutes. Building a Blog Survey.

Surveys 74

Surveys Feedback Best practices Metrics 74

CX Accelerator

NOVEMBER 7, 2023

Ben Motteram , reminding us that we must act on our voice of customer data adds: 7) monitor their NPS (Net Promoter Score) on dashboards but do nothing to try to improve it. Luke Jamieson , thinking about how we engage with our customers and employees says: 8) have high employee attrition (or turnover). 5) put profits before purpose.

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

Amity

JANUARY 14, 2016

Guest Blogging For Amity. We have started to get many inquiries about writing a guest post for Amity, so we decided it's about time create a formal process. How-to Examples and Case Studies. We would like to avoid posts that are for self-promotion. How To Submit A Guest Post. Customer Success Topics We Cover.

Best practices 63

Best practices 63

ShepHyken

NOVEMBER 13, 2020

So, before we delve into the main topic, first let’s have a look at what makes feedback effective and how it ties into a solid customer experience strategy. So, before we delve into the main topic, first let’s have a look at what makes feedback effective and how it ties into a solid customer experience strategy.

Feedback 315

Feedback Customer Experience Surveys Construction 315

ShepHyken

MAY 15, 2023

The Missing Link: Connecting NPS Programs to Financial Success by Amitayu Basu (LinkedIn Pulse) Customer experience (#cx ) and Net Promoter Score (#nps) have become key indicators for businesses to measure customer satisfaction and loyalty. But how do you know what your company’s reputation really is?

Customer Service 162

Customer Service Self service Customer Experience Surveys 162

LiveChat

MAY 25, 2018

4 years ago, I was given the challenge to write my first article for the LiveChat Blog. For the record, LiveChat Blog had a small audience back then and our job was to get traffic to our blog and make it popular. Decide what to write about on your blog. That’s how it looks now. We’ve all seen it.

Inbound sales 66

Inbound sales Marketing Personalization Customer Service 66

Comm100

JUNE 25, 2020

It all begs one question, “How do customer service agents speak to customers during these sensitive times?”. Discussing promotions during a message statement can come across as tone deaf. Promoting a brand is more than just talking about what products or services you have to offer. You can find her on LinkedIn.

Customer Service 52

Customer Service B2B Sales Customer Care 52

Steve DiGioia

MAY 2, 2022

But they can also tell when the audience is getting bored or tuning out of their performance. The build-up to a well-promoted match has the anticipation high. Maybe you are too. There are millions of us. And we watch it every week. I’ve been doing that since I was a teenager. It was so much fun. Well, plenty.

Customer Service 328

Customer Service Entertainment Morale Scripts 328

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. Customers can also get instant responses to urgent queries 24/7 which contributes to a better customer experience. It’s no secret how social media gives you the freedom to explore creative opportunities as well as exercise influence on how visitors perceive your brand.

Chatbots 52

Chatbots Finance Marketing Surveys 52

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Promoting CS thought leaders. Offering tips on how to run customer success communities. In particular, be aware of any community guidelines regarding product promotion.

Best practices 115

Best practices SaaS B2B Marketing 115

ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We even got a shout out from HubSpot as a top blog you should be reading in 2018. As the year comes to a close, we thought we’d offer up a useful roundup of our ten most popular blog posts from the year. 10 Punny Customer Success Jokes. Churn Monster: Slacker Customer.

Best practices 49

Best practices Metrics SaaS Sales 49

Toister Performance Solutions

SEPTEMBER 28, 2017

Crowdsourcing can be an interesting way to get ideas. Books for Customer Service Leaders Full disclosure: I've added affiliate links to each book's Amazon page, which means TPS gets a referral fee for each purchase. Hyken explains how service leaders can implement each of these tools in their own organizations.

Customer Service 49

Customer Service Contact Center Customer centricity Customer Care 49

360Connext

SEPTEMBER 6, 2017

I’m often asked how or where a company should start improving CX. Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. He promotes the idea of becoming more customer-focused. ” says Marcus.

Customer centricity 278

Customer centricity Metrics Consulting Consulting 278