ShepHyken

NOVEMBER 2, 2017

One key is to always deliver value to your customers to keep them coming back. – Shep Hyken. Does it seem like your competitors have an advantage over you when it comes to attracting new customers? Or that too many customers are dissatisfied with your service? Overuse predefined replies (canned responses).

Customer Service 192

Customer Service Advertising Scripts Feedback 192

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. Customer service is one of the primary drivers of growth in many organizations. Traits that define a great customer service rep.

Customer Service 194

Customer Service Calibration Feedback Sales 194

CX Accelerator

NOVEMBER 7, 2023

Surely customer support could help me sort this out. I sent the airline a direct message on X (formerly Twitter) and within an hour they were able to resend to an alternate email address. It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again.

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

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. You can also give tips about how to organize a trip, save money traveling, and prepare the luggage for different places and seasons of the year, for instance.

Engineering 75

Engineering Analytics Best practices Customer Support 75

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. They focused their attention on the customer-facing teams at first. This strategy is ideal for getting an improvement program off the ground. After all, no one can address everything at once.

Finance 195

Finance Customer centricity Accountability Technical Support 195

ShepHyken

AUGUST 17, 2018

This week we feature an article by Kaavya Karthikeyan who writes about customer support metrics that you should be tracking. – Shep Hyken. The best way to outperform your peers is through constant evolution and refining, and nowhere does this apply more than in the customer support arena. The industry benchmark for FRR is 7 hours.

Benchmark 189

Benchmark Metrics Customer Support First call resolution 189

ShepHyken

MARCH 30, 2018

This week we feature an article by Julien Rio whos writes about the most common KPIs and how to understand them, select the right ones and how to improve them. – Shep Hyken. In this article, we will review the most common KPIs, how to understand them, how to select the right ones and how to improve them.

Customer Experience 213

Customer Experience Average Handle Time Customer Care Customer centricity 213

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.

Metrics 227

Metrics Customer effort Customer Experience Surveys 227

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. They had greater employee engagement and more loyal customers. Clear, consistent, authentic communication. Employee – mission disconnect.

Airlines 204

Airlines Morale Benchmark Marketing 204

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 253

Customer Support Sales Marketing B2B 253

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Understanding Why Transforms the Customer Experience. Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. Most AI-based platforms or processes leverage a finite and discrete data set from which to extrapolate ‘understanding’.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

ShepHyken

APRIL 13, 2018

This week we feature an article by Jaime Bailey who explains why your company is best served by considering every possible source of insight about customer behavior, goals, and expectations, and implementing the tools that most effectively serve your needs. – Shep Hyken. Before Soliciting Feedback.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. We will also provide a recommended resource for anyone looking to improve their knowledge in a specific area.

Journey mapping 307

Journey mapping Analytics Customer centricity Government 307

ShepHyken

MAY 18, 2018

This week we feature an article by Gary Anderson who explains why the customer experience creates customer loyalty and generates repeat business. – Shep Hyken. The customer experience you provide will set you apart from the competition. This can have a direct impact on revenue and sustainable growth.

Advertising 198

Advertising Surveys Feedback Sales 198

Beyond Philosophy

JULY 13, 2023

From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. For example, a large telecom company designed an AI system to identify customer churn.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

ShepHyken

JULY 8, 2016

This week on our Friends on Friday guest blog post my colleague, Mike Schoultz shares a few customer experience stories that demonstrate how companies have handled customer experiences, some well and some not so well. Are customer experience stories growing in your companies’ marketing?

Customer Experience 189

Customer Experience Marketing Personalization Management 189

Beyond Philosophy

SEPTEMBER 6, 2019

Customer Experience Strategy was the subject of a recent podcast. We determined that when it comes to strategy, organizations could benefit from the answers to the following questions: What is a Customer Experience strategy? . How do you build one? . How do you implement it? . And why are they important?

Journey mapping 332

Journey mapping Consulting Consulting Customer Experience 332

Beyond Philosophy

FEBRUARY 10, 2022

I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. This connection is essential to understand to create a winning customer strategy. . The same is true for customer data.

Customer Experience 416

Customer Experience Consulting Consulting Metrics 416

ShepHyken

MAY 27, 2016

This week on our Friends on Friday guest blog post Shaista Haque writes about a very timely topic, the digital customer experience. Digital experiences are starting to mirror in-person experiences and you better be monitoring your digital customers now! – Shep Hyken. Which scenario looks better to you?

Customer Experience 200

Customer Experience Banking Analytics Technology 200

Calabrio

NOVEMBER 25, 2020

In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic. Contact centers have to adapt and continuously evolve in order to meet customer expectations. The consumer experience is becoming easier, faster and more personable.

Contact Center 122

Contact Center Self service Analytics Banking 122

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. 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.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

Beyond Philosophy

FEBRUARY 22, 2024

Before we get into them, I find it interesting how little training organizations do on the topic. Ethics can be taught, practiced, and improved upon, and with that in mind, let’s dive into the five rules of professional ethics. Listen to the podcast: Ethics can be a tough thing to think about.

Morale 195

Morale Personalization Education Sales 195

C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. I want to continue this topic focussing on using the information for continuous improvement of the brands and services you offer. The Custometrs’ Need for Continuous Improvement The only constant in business today is change!

Feedback 90

Feedback Surveys Marketing Customer Experience 90

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Wait times 89

Wait times Feedback CRM Surveys 89

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Interview customers.

Surveys 345

Surveys Contact Center Consulting Consulting 345

NobelBiz

MARCH 24, 2022

When dialing a queuing phone system, customers often receive a welcome message and an IVR menu before being sent to a queue, where they hear hold music and position announcements until an agent becomes available. The technology of call queuing is central piece to inbound contact centers. ACDs queue calls until those agents are available.

Interactive Voice Response 52

Interactive Voice Response call center software Contact Center Call Center 52

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Constant Learning Improves AI Recommendations. Blog #3 of 4 With context, AI seeks to improve more quickly than ever. It’s all in the approach and how the data is analyzed. This is foundational to understanding causality. Aggregating. Analyzing all feedback via AI.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Momentum Telecom

OCTOBER 23, 2023

In this blog, we’ll discuss the options for voice-enabling Teams, the benefits of using Teams for voice services, and how you can streamline your business communications with Momentum’s Microsoft Teams solution. Microsoft Teams is more than a household name. Can Businesses Use Teams as a Voice Solution?

Wait times 105

Wait times CRM Customer Service Personalization 105

Totango

OCTOBER 25, 2023

Brent Cogswell, Head of Customer Success at Schneider Electric, shares the organization’s principles and milestones for building a customer success strategy that unites the company and their customers around a shared mission. “It Our mission to unify the customer journey started with a focus on our recurring digital services.

Customer Experience 106

Customer Experience Best practices Finance Enterprise 106

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

Sales 89

Sales Upselling Accountability SaaS 89

CSM Magazine

MARCH 26, 2024

But developers are instrumental in shaping customer experiences that can make or break the success of a SaaS product. In this guide, we’ll explore strategies that SaaS developers can implement to enhance customer satisfaction and forge lasting relationships with their user base.

SaaS 52

SaaS Customer Experience Construction Analytics 52

Fonolo

SEPTEMBER 14, 2023

Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover.

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

NobelBiz

APRIL 2, 2024

Are customers becoming more and more demanding with time? With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. May offer less flexibility in terms of customization and integration, with pre-defined workflows and limited compatibility with other systems.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. This is why QnABot also integrates with any other LLM using an AWS Lambda function that you provide.

Self service 101

Self service APIs Transportation Contact Center 101

Momentum Telecom

FEBRUARY 27, 2024

In this blog, we’ll discuss the options for voice-enabling Teams, the benefits of using Teams for voice services, and how you can streamline your business communications with Momentum’s Microsoft Teams solution. Microsoft Teams is more than a household name. Can Businesses Use Teams as a Voice Solution?

Wait times 52

Wait times CRM Customer Service Personalization 52

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178