ShepHyken

SEPTEMBER 27, 2019

This week we feature an article by Jessica Wise who shares a story to illustrate how you can develop a lifelong relationship with your customers by creating a customer experience they will never forget. This is the story of how one brand shocked and awed my entire family. It was the Thursday before Memorial Day 2019.

Customer Experience 286

Customer Experience Personalization Customer Service Marketing 286

ShepHyken

JULY 12, 2019

This week we feature an article by Hugues Meyrath who says that by integrating machine learning and AI capabilities into your processes, you can optimize the performance of your facilities and staff to drive a positive customer experience. He shares some examples of how this technology can be a difference-maker.

Customer Experience 270

Customer Experience Technology Enterprise Analytics 270

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken.

Technology 232

Technology Customer Service Management CRM 232

ShepHyken

NOVEMBER 4, 2016

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. The millennial consumer must be understood in order to deliver an Amazing customer service experience. – Shep Hyken .

Analytics 316

Analytics B2B Technology Enterprise 316

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. MYTH – Great customer service starts with understanding the customer is always right. Unfortunately, the customer may always think he is right, but in reality, that just isn’t the case.

Customer Service 0

Customer Service Airlines Government Consulting 0

ShepHyken

MARCH 10, 2017

This week on our Friends on Friday guest blog post my colleague, Steven Macdonald, shares the results of a study examining how companies around the world respond to customer service requests. Inform customers that you have received their request. Respond to customers as quickly as possible. Shep Hyken.

Customer Service 221

Customer Service Technical Support Benchmark Best practices 221

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. Your most unhappy customers are your greatest source of learning” – Bill Gates , Microsoft Founder. Probably not.

Customer Support 257

Customer Support Sales Marketing B2B 257

ShepHyken

AUGUST 19, 2016

This week on our Friends on Friday guest blog post my colleague, Jack Plantin, writes about the importance of customer support and options we can offer for around the clock support. 24/7 customer support is great to have, but it can expensive and time-consuming for small companies. He shares some excellent self-help ideas.

Customer Support 223

Customer Support Banking outsourcing Coaching 223

ShepHyken

MAY 26, 2017

This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. Companies that track and measure their customer service have a competitive advantage. In order to truly taste success, you will have to track your goals and keep improving on the numbers. Shep Hyken.

Metrics 229

Metrics Customer effort Customer Experience Surveys 229

ShepHyken

MARCH 3, 2017

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, explains the importance of encouraging internal collaboration within your organization. These are great strategies to help take care of your internal customers. Before you schedule a meeting, think hard about how to make the most of that time.

Surveys 208

Surveys Feedback Customer Service Management 208

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. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Abandon rate 239

Abandon rate Journey mapping Average Handle Time Customer centricity 239

ShepHyken

JUNE 24, 2016

This week on our Friends on Friday guest blog post my colleague, Jeremy Watkin shares a story demonstrating the importance of empowerment to great customer service. Sure, cut flours eventually get old and die but I sure was happy to be able to enjoy them for a bit longer. Shep Hyken. Then she said, “You know what?

Technical Support 211

Technical Support outsourcing Education Customer Service 211

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. An e-commerce site always needs to be tweaked and fine-tuned to align with ever-evolving business needs and customer expectations.

Enterprise 205

Enterprise Feedback Personalization Sales 205

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

CX Accelerator

NOVEMBER 7, 2023

Surely customer support could help me sort this out. It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. Give inconsistent or incorrect answers to customers. 10) shut down customer support channels for cost rather than customer choice.

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

Steve DiGioia

JUNE 26, 2023

We have studied ways to best serve our customers ad nauseam. We use numerous metrics to gauge customer sentiments. We sit through seminar after seminar to learn the latest tactics to enhance the customer experience and spend thousands of dollars on certification courses signaling to our peers our “expertise”. Of course not.

Customer centricity 195

Customer centricity Coaching Metrics Accountability 195

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

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. Like/Dislike.

Surveys 74

Surveys Feedback Best practices Metrics 74

CCNG

MAY 31, 2023

He said, “I know you are home with the kids, and I don’t want to keep you from them, but I just had to call and tell you what a great job you’re doing. He said, “I know you are home with the kids, and I don’t want to keep you from them, but I just had to call and tell you what a great job you’re doing. It was my boss. Thanks again.

Technical Support 195

Technical Support CCNG First call resolution Customer Service 195

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.” (Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.”

Customer Service 211

Customer Service Airlines Feedback B2B 211

Steve DiGioia

MARCH 25, 2020

So many others are sharing their stories or suggestions on how they’re coping with the isolation and fear of the unknown that it seemed petty for me to still write about customer service tactics when most businesses aren’t even open – and some may never reopen because they couldn’t withstand the revenue losses during the imposed shutdowns.

Personalization 262

Personalization Management Sales Customer Service 262

Comm100

DECEMBER 8, 2020

Chatbots were designed to streamline customer interaction. They save you time and money on customer services, while also improving your customer satisfaction levels. Today we’re rounding up some of the most amazing ways in which chatbots can improve your customer satisfaction and take your business to the next level.

Chatbots 53

Chatbots Scripts Sales Personalization 53

Steve DiGioia

AUGUST 2, 2021

But the sights I saw were the farmer’s missed opportunity to make this ride something special and to enhance the experience of his customers. But the sights I saw were the farmer’s missed opportunity to make this ride something special and to enhance the experience of his customers. An Opportunity to Enhance the Customer Experience.

Education 230

Education Customer Service Customer Experience 230

NICE inContact

DECEMBER 19, 2017

NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all! Happy reading! New Omnichannel Customer Experience Research – How Well Are You Doing? New Omnichannel Customer Experience Research – How Well Are You Doing?

SaaS 48

SaaS Contact Center Call Center Customer Experience 48

Nicereply

MARCH 23, 2021

Staying on top of new customer service trends can be exhausting. Having a well-rounded collection of sources can help your team identify new opportunities for improvement and up your customer service game. We’ve got quite a few friends in the customer service world who inspire us. Shep Hyken (@Hyken) February 1, 2018.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog. How we reached 100,000 unique views a month on LiveChat blog.

Chatbots 59

Chatbots B2B SaaS B2C 59

Nicereply

JANUARY 27, 2022

Today we will go through 12 things to do to improve your customer support in 2022. 12 things to do to improve your customer support. Blog tip: 3 Customer Service Skills for Handling Difficult Conversations. Blog tip: 6 Tips for Writing Satisfying Customer Service Responses. Help customers to help themselves.

Average Handle Time 98

Average Handle Time Customer effort Metrics Customer Support 98

CSM Magazine

JANUARY 24, 2024

No matter what business you have, you’re going to need some form of customer service. It’s the only way to ensure that your customers are getting the assistance they need. There will be someone who can’t work out how to add money to their account, or someone who has forgotten what the different poker hands are.

Customer Service 59

Customer Service Accountability Feedback Customer Support 59

Comm100

JUNE 25, 2020

First, the COVID-19 pandemic revealed the need for companies to keep business going responsibly. It all begs one question, “How do customer service agents speak to customers during these sensitive times?”. And there are plenty of mistakes a customer service team can make on social media. Making It About You.

Customer Service 52

Customer Service B2B Sales Customer Care 52

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. So as we approach the end of the year, it’s the perfect time to look back and show you our best blogs and podcasts published in 2020. Want to know how?

Customer Support 98

Customer Support Average Handle Time Analytics Customer Experience 98

ProProfs Blog

OCTOBER 30, 2020

Are you happy with our product? How likely will you recommend our product to your family or friend? These customer survey questions are a great way to check your customer’s happiness with your products and services. . Through this blog, let’s learn to write effective survey questions and win more customers!

Surveys 158

Surveys Feedback Customer Support Construction 158

Nicereply

MAY 27, 2021

Pattern recognition is critical to adjusting and improving your customer experience. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Specifically, SUSE is obsessive about customer feedback. This obsession keeps their finger on the customers’ pulse to learn and grow their products and services.

Customer Experience 105

Customer Experience Feedback Customer effort 105

ProProfs Blog

NOVEMBER 9, 2021

Have you ever heard, “Customer Satisfaction isn’t necessary for a business success?”. Because without satisfying the customer’s needs, you cannot offer them a delightful experience, which inevitably results in customer churn and poor revenue generation. What is Customer Satisfaction? Probably not! Did you know?

Surveys 146

Surveys Feedback Metrics Customer retention 146

Nicereply

APRIL 12, 2023

A strong customer service team culture is the direct result of trusting, engaged employees. If you’re a team leader who knows their team has what it takes but is just lacking a little direction, here are a few steps you can take to begin creating a positive, growth-driven customer service team culture. But let me stop you there.

Customer Service 98

Customer Service Feedback Healthcare Education 98

Nicereply

OCTOBER 26, 2022

Learn how to communicate reduced service hours while keeping your CSAT as high as possible. Before you sit down with your family at the table, make sure your customer support representatives, as well as your customers, will enjoy the same peace and well-being. Your customer support agents are still humans.

Customer Support 52

Customer Support Personalization Customer Service Customer Experience 52

Nicereply

FEBRUARY 8, 2023

Most customer service communication happens over the phone. Customers are coming to you confused and needing information or even breathing fire on the other end of the call. So how can you make customers happy through the phone call , no matter what they’re calling for?

Wait times 105

Wait times Customer Service Personalization Management 105