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. When you customize or personalize the experience, even during the sales process, you are delivering a better level of service. Shep Hyken.

Customer Experience 295

Customer Experience Personalization Marketing Analytics 295

ShepHyken

MAY 31, 2019

If we were to inquire as to the last time you had an exceptional experience as a customer it wouldn’t likely take you long to describe the lasting impression made upon you by a brand and how pleased you were with the outcome. Same goes for a poor experience and how badly it turned you off from that company, brand or product.

Customer Experience 290

Customer Experience Feedback Construction Personalization 290

ShepHyken

NOVEMBER 23, 2018

Personal tastes vary in how individuals rank these elements in order of importance, but specifying them allows companies to deliberately improve their support setup over time – be it through tools, people, or organization. The speed of service delivery has a massive effect on how customers view your support. Element #1: Fast.

Customer Support 262

Customer Support Customer effort Self service Metrics 262

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. Gartner estimates that by 2021, 15 percent of all customer service interactions will be completely handled by AI, an increase of 400 percent from 2017. That’s what we all fear.

Contact Center 275

Contact Center Self service Banking Airlines 275

ShepHyken

JUNE 7, 2019

In fact, nearly t wo-thirds (65%) of potential customers want to reach brands by phone. Phone calls are ripe with opportunities and the faster a caller connects with a friendly voice on the other end, the better. There’s a reason 74% of consumers are very likely to choose another business after having a poor phone experience.

Customer centricity 294

Customer centricity Advertising outsourcing Chatbots 294

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. People will forget what you said, people will forget what you did, but people will never forget how you made them feel. How to leverage technology for a better customer experience.

Technology 325

Technology Customer Experience Complaint resolution Gamification 325

ShepHyken

JUNE 1, 2018

This week we feature an article by Jason Grills who discusses the importance of integrating an effective customer support system and how to decide upon live chat software for your organization. – Shep Hyken. This is where you need to ask yourself again, how do I go about this process? Boosts Your Sales and Conversions.

Customer Support 253

Customer Support Sales Marketing B2B 253

ShepHyken

SEPTEMBER 1, 2017

As both a professor and chief scientist at a SaaS software company, I spend time around two groups of people that couldn’t be more different: Enterprise marketing, sales, and customer experience executives. How Can You Stop A Customer From Bailing? Self-service support is becoming more and more widely accepted.

Self service 209

Self service B2B SaaS Enterprise 209

ShepHyken

OCTOBER 19, 2018

This week we feature an article by Lindsay Tjepkema who shares how people are using AI strategies and the impact they are having on the world of CX. – Shep Hyken. I wanted to go beyond just regurgitating facts, figures, and formulas that you can find scattered about the web about how AI is impacting CX. Introduction: AI in CX. _.

Customer Service 276

Customer Service Automotive Chatbots Airlines 276

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. The aim to provide perfect customer experiences must be present not just at the organizational level, but at the level of every sales associate.

Sales 179

Sales Customer Experience Upselling Management 179

ShepHyken

JUNE 23, 2017

So what other features in live chat software make it a great solution for websites and increasing your sales? 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. Proactive Invitations.

Banking 190

Banking B2C Advertising B2B 190

ShepHyken

MAY 4, 2018

They both are, because the reality is that there are three essential stages of customer experience: before, during and after the sale. They both are, because the reality is that there are three essential stages of customer experience: before, during and after the sale. Before the Sale. Otherwise, there will be no sale.

Customer Experience 198

Customer Experience Advertising Engineering Sales 198

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. But, even if you’re not going to be reviewed, perform as if you are. – Shep Hyken. A review program.

B2B 201

B2B Surveys Sales Marketing 201

ShepHyken

NOVEMBER 9, 2018

This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken. This is where the benefits of a virtual web assistant truly shine. Support Tickets and CRM Management.

CRM 235

CRM Enterprise Benchmark outsourcing 235

ShepHyken

NOVEMBER 23, 2018

Personal tastes vary in how individuals rank these elements in order of importance, but specifying them allows companies to deliberately improve their support setup over time – be it through tools , people, or organization. The speed of service delivery has a massive effect on how customers view your support. Element #1: Fast.

Customer Support 168

Customer Support Customer effort Self service Metrics 168

CSM Magazine

JULY 17, 2023

If you are a business owner that does not have a blog, it is time to change that. Now that we have that out of the way, let’s cover the most important advantages of having a blog. Later on, we will also give you some tips on how to blog effectively. Later on, we will also give you some tips on how to blog effectively.

Entertainment 52

Entertainment Engineering Advertising Marketing 52

ShepHyken

MARCH 24, 2017

This week on our Friends on Friday guest blog post my colleague, Manuel Grenacher, writes about how using bots can help manage and improve the customer experience. Then the internet arrived with its promise of increasing efficiency. So, how’s it work? Hello, how can I help you today?”. Shep Hyken.

Customer Experience 228

Customer Experience Airlines Chatbots Personalization 228

ShepHyken

JANUARY 4, 2019

This week we feature an article by Anand Srinivasan who writes about how important it is to have a properly trained customer service team to ensure business success. – Shep Hyken. In terms of sales, the probability of selling to an existing customer is up to 14 times higher than the odds of selling to a new customer.

Customer Service 194

Customer Service Calibration Feedback Sales 194

ShepHyken

MAY 25, 2018

This not only saves relationships, it reduces call-center FTE costs, churn rates, and retention discounts, while increasing satisfaction and helping earn the right to cross-sell later on. This week we feature an article by Matt Nolan who shares five keys to building more compelling, sustainable customer relationships. – Shep Hyken.

Call Center 185

Call Center Customer retention Upselling Advertising 185

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. As a business owner, “better” is always on the horizon, and you are responsible for finding the best vehicle to reach it.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

CustomerSuccessBox

SEPTEMBER 20, 2021

Let’s look at the top customer success blogs. As well as their actionable customer success platform they provide a widely respected blog. Our Top recommendations: Customer Success: How to Quantify the Impact of Bad-fit Customers. how to design and build a sales & marketing growth machine, etc. Intercom Blog.

SaaS 64

SaaS Customer centricity B2B Best practices 64

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 204

Enterprise Feedback Personalization Sales 204

ShepHyken

JUNE 29, 2018

For example, a sales team may be the first point of contact for customers. It is no secret that social media continues to increase in popularity by the day for customer support. . – Bill Gates. There is no denying that loyal customers are the bread and butter of an organization. Employee Standards. Business Management System.

Customer Service 206

Customer Service Feedback Coaching Management 206

ShepHyken

NOVEMBER 2, 2018

This week we feature an article by Catalin Corzini who shares information about how chatbots can provide a better experience and how to customize the customer journey when using chatbots. – Shep Hyken. In this article, I’ll show you how you can harness the power of chatbots for your enhanced conversion rate optimization.

Chatbots 219

Chatbots Personalization Healthcare Government 219

CustomerSuccessBox

MAY 18, 2022

Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! Suggested blog : Account Expansion: If You Want To Grow Fast, Do This….

SaaS 52

SaaS Upselling Education Customer retention 52

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. This will help lead you to forming important relationship with your customer. – Shep Hyken. Customer service needs customer data.

Customer Service 226

Customer Service Contact Center Technology Big data 226

Call Experts

DECEMBER 29, 2021

At Call Experts, we are dedicated to providing supportive content every week through our contact center blogs. Because contact center blogs can be an essential tool for understanding services from a company and what it might be like as their customer. . Employee absenteeism is a measure of how often an employee misses work.

Contact Center 52

Contact Center Morale Government Healthcare 52

Comm100

SEPTEMBER 19, 2022

Engaged customers mean greater retention, which in turn increases conversions and maximizes revenue. How does all of this work, anyhow? How can your NLP-based chatbot assist you in keeping things on track? It also improves the level of interaction between your company and its customers. Natural Language Processing.

Chatbots 61

Chatbots Abandon rate CRM Education 61

Beyond Philosophy

JANUARY 25, 2024

You might recall how I like to say, “None of us are as clever as all of us.” Justin shared how sports can teach us a lot about how to improve your Customer Experience. Many times, sales are the people in the flashiest position in the company. In sales, it’s a bit similar isn’t it? It’s not glamorous.

Customer Experience 195

Customer Experience Customer centricity Finance Sales 195

Steve DiGioia

MAY 29, 2023

Well, yes, if you’re a fan of garage sales or you like scrounging around an old barn for “antique” stuff. Take a look at the photo that accompanies this blog post. How about setting them so that red is every other color or one side of the room red and the other purple? appeared first on Steve DiGioia Customer Service Blog.

Customer Experience 162

Customer Experience Sales Customer Service 162

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. 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. While people might not remember exactly what you said, they’ll always remember how you made them feel. Some of us sped up. Roll the tape back.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? This signifies that fostering an exceptional partnership between CS and sales teams — vital for long-term revenue growth, begins with understanding which customers can derive the highest value from your products and services over time.

Sales 106

Sales Outbound sales Revenue potential Accountability 106

Comm100

DECEMBER 8, 2020

And that is how they can best be described. Save money, save time, and reduce effort while increasing customer satisfaction. How Can a Chatbot Help My Business? Plus, streamlined processes to get things rolling in the right direction. Enter automation. These solutions are here and they are here to help. What is a Chatbot?

Chatbots 53

Chatbots Scripts Sales Personalization 53

ShepHyken

JULY 20, 2018

This week we feature an article by Daniel Bakst who writes about how important it is to monitor and respond to comments on social media and review sites about your brand. – Shep Hyken. Depending on the size of your organization, there could be a constant feed of incoming messages being sent to your various social media accounts.

Feedback 118

Feedback Customer centricity Accountability Customer Experience 118

ShepHyken

OCTOBER 21, 2022

She shares how customer experience is a valuable marketing strategy. You retain customers, increase brand loyalty and ultimately increase your bottom-line revenue. . How To Infuse the Customer Into Your Marketing Strategies . Your blog, website, and sales deck are pieces of content your customers will read.

Marketing 179

Marketing Customer Experience Customer centricity Consulting 179

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