ShepHyken

FEBRUARY 2, 2018

This week we feature an article by Misa Chien who shares great lessons we can learn from the Southwest Airlines customer culture. This also reminds us that customer service doesn’t just happen on the front line. But would customer service ever make the highlight reel of such an event? 2) Share in customers’ excitement.

Airlines 213

Airlines Customer Service Surveys Feedback 213

ShepHyken

DECEMBER 20, 2019

This week we feature an article by Sabio who explains why developing a customer experience strategy is essential for your business to improve its bottom line. Developing a customer experience (CX) strategy for your business has never been more important. As a consumer, how do you feel when you receive a poor customer experience?

Customer Experience 207

Customer Experience Customer retention Analytics Contact Center 207

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. Your most unhappy customers are your greatest source of learning. There is no denying that loyal customers are the bread and butter of an organization.

Customer Service 206

Customer Service Feedback Coaching Management 206

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 259

Customer Support Sales Marketing B2B 259

ShepHyken

JULY 15, 2016

This week on our Friends on Friday guest blog post my colleague, Tom Hoffman shares a personal story that translates into a great lesson for the customer experience. We must always be looking for new and different ways to improve upon the customer experience. You know how these types of things can play out in Middle School.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

ShepHyken

NOVEMBER 13, 2020

He writes about what specifically makes feedback effective in helping you improve your customer service. Feedback, the one thing that businesses know that they need but dread to receive it at the same time. But at the end of the day, it’s the feedback that makes or breaks a company. Net Promoter Score (NPS).

Feedback 317

Feedback Customer Experience Surveys Construction 317

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 206

Enterprise Feedback Personalization Sales 206

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024.

Feedback 83

Feedback Consulting Consulting Enterprise 83

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. Impact: Employees with an emotional connection to their work are more productive. Clear, consistent, authentic communication.

Airlines 206

Airlines Morale Benchmark Marketing 206

Nicereply

APRIL 29, 2024

No matter what your job title is, you’re more than likely to receive some form of negative feedback. Whether a customer complaint or a note from a supervisor, all forms of feedback can be helpful to you. This article will give you the tools necessary to respond to negative feedback calmly and professionally.

Feedback 52

Feedback Construction B2B Call Center 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 229

Customer Service Contact Center Technology Big data 229

ShepHyken

SEPTEMBER 29, 2017

This week we feature an article by Doug Bell who writes about how leaders can optimize their company’s customer experience. It is important to have a plan in place for managing the customer experience and having a customer-focused culture. – Shep Hyken. A Simple Playbook for Managing Customer Experience.

Employee engagement 136

Employee engagement Feedback Customer Experience Management 136

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. The best of customer success At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.

Enterprise 112

Enterprise Best practices Feedback Education 112

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it. of their share of deposits.

Customer Experience 76

Customer Experience Brand ambassadors Self service Chatbots 76

Beyond Philosophy

NOVEMBER 23, 2023

Regret isn’t an emotion only for disappointed new customers. This example shows that once you introduce regret into your customer relationships, it can go downhill fast and to a bad place for your revenue. ” One is the Actual Self, which is what we observe in our behavior and how we perform. It’s slow.

Feedback 195

Feedback Marketing Sales Personalization 195

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

NOVEMBER 11, 2022

He shares how companies can use QR codes to improve customer service and experience. QR codes are commonly used for payments and advertisements and are effortlessly offering a contactless solution to customers. For instance, QR codes can effectively be implemented in customer service. Continue reading to learn more. .

Customer Service 162

Customer Service Feedback Advertising Customer Experience 162

Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

Customer centricity 169

Customer centricity Feedback Surveys Metrics 169

Lumoa

JANUARY 8, 2024

AI tools are changing the way we analyze customer feedback. They’re not just speeding up the process; they’re enriching it with deeper insights, making it smoother and more efficient in terms of resources. Think about all the customer feedback we see – tweets, reviews, comments, surveys.

Feedback 157

Feedback Analytics Multichannel Surveys 157

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. With actionable feedback, organizations can make informed decisions. And the easiest way to get customer feedback is by using customer satisfaction surveys.

Surveys 98

Surveys Feedback Customer Support Wireless 98

Lumoa

FEBRUARY 16, 2023

It’s important for your business to understand your customers. You need to know how they use your products or services and what they expect from you. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. Business owners have always sought out customer opinions.

Feedback 94

Feedback Best practices Analytics Surveys 94

ChurnZero

DECEMBER 29, 2020

Though more often than not, we ended up with the gross strawberry cream flavors.). All I know is that if someone were to ask me if I’ll miss any aspect of 2020 (perhaps the solitude and introspection of it all), my reaction will most likely be this: So, here’s to hoping we find a few more chocolate-filled chocolates in next year’s box.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 103

Call Center Chatbots Virtual Agent Contact Center 103

Nicereply

JANUARY 17, 2024

In today’s hyper-connected world, where customers wield more power than ever before, businesses face an unrelenting challenge: customer complaints. Did you know that, on average, dissatisfied customers will share their negative experiences with 9-15 people ? Why solve customer complaints?

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

Totango

NOVEMBER 14, 2023

As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships.

Chief Customer Officer 94

Chief Customer Officer Best practices Feedback Enterprise 94

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 94

Call Center Chatbots Virtual Agent Contact Center 94

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? Customer feedback is a precious resource for understanding what’s effective and what needs improvement. Analysts might also assign a numerical score to indicate the intensity of sentiment.

Feedback 83

Feedback Banking Chatbots Automotive 83

Nicereply

APRIL 5, 2022

In 67% of cases, a poor customer experience is the main reason for customer churn. We often deploy powerful tools such as CSAT surveys to measure Customer Experience. It is no surprise at all – CSAT surveys can tell us many things about customers’ thoughts. Did we make it easy to get the help you needed?

Surveys 98

Surveys Feedback Customer Support Customer Experience 98

VirtualPBX

AUGUST 29, 2023

The All-New Strategy Hub for VirtualPBX Customers If you’ve landed on our blog, you’re probably already aware that our biggest priority is our customers. But beyond that, we recognize the impact that these tools can have on the productivity, profitability, and overall experience of our customer’s customers.

Consulting 98

Consulting Consulting Feedback 98

Comm100

DECEMBER 8, 2020

Using artificial intelligence to make business processes more efficient is no longer a thing of the future. These solutions are here and they are here to help. Chatbots were designed to streamline customer interaction. They save you time and money on customer services, while also improving your customer satisfaction levels.

Chatbots 53

Chatbots Scripts Sales Personalization 53

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

TechSee

JULY 17, 2023

Language Models (LLMs) have emerged as a powerful tool with the potential to revolutionize customer service, automating responses, personalizing experiences, and enhancing operational efficiency. In this blog post, we will explore the five key obstacles service leaders face when integrating LLMs and offer practical advice on overcoming them.

Best practices 109

Best practices Customer centricity Chatbots Education 109

Lumoa

JANUARY 24, 2024

If you have, you must know how exhausting it can be to get help with the simplest of requests. After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback!

Analytics 83

Analytics Feedback Metrics Surveys 83

Nicereply

MARCH 22, 2022

When you want to know what your customers are thinking, a survey is a great start. Ask the wrong questions, and you might not get very helpful answers. Fortunately, customer satisfaction surveys are a tried and tested method of getting customer feedback. What is a customer satisfaction survey?

Surveys 95

Surveys Feedback Benchmark Metrics 95

Lumoa

FEBRUARY 28, 2023

Your customers are sharing their experiences online. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Your customers are a wealth of information on how you can improve your marketing, sales, and customer experience.

Feedback 83

Feedback Surveys Metrics Customer Experience 83

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

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. Totango’s high score from G2 users not only underscores our efficient implementation but also sets a best-in-class benchmark for other software in the customer success category.

Enterprise 108

Enterprise Customer centricity Benchmark Upselling 108