OctopusTech

MAY 5, 2022

Your customers will always have high expectations when they choose to prioritize your company. If in return, you missed fulfilling their single expectation, your customers will look for another service provider and better opportunities. How to define listening to your customers? Improve customer loyalty.

outsourcing 62

outsourcing Feedback Upselling Call Center 62

ShepHyken

AUGUST 9, 2019

This week we feature an article by Yogesh Chabria who shares an article about how customers want to be wowed and how you can turn your customers into fans. I often get asked how I focus on customer satisfaction with everything else that is going on? In fact, I feel that customer satisfaction is an old-world concept.

Feedback 291

Feedback Sales Accountability Personalization 291

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken. The answer is as obvious as it is overlooked: improve customer service.

Customer Service 378

Customer Service Morale Sales Coaching 378

ShepHyken

JANUARY 25, 2019

Marlene Caroselli shares a rhyme that will help you to communicate with customers and provide customer satisfaction. – Shep Hyken. Especially when an angry customer is calling your office, it’s important to have a verbal safety net that will rescue you should the metaphorical tight rope become difficult to navigate.

Scripts 288

Scripts Education Best practices Personalization 288

ShepHyken

AUGUST 30, 2019

This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle. While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value.

Airlines 259

Airlines Metrics Advertising Sales 259

ShepHyken

MAY 31, 2019

This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization. A positive customer experience isn’t just about “feel good” experiences, it is about branding, market positioning, perception, and at the end of the day, your bottom line.

Customer Experience 290

Customer Experience Feedback Construction Personalization 290

Brad Cleveland Blog

FEBRUARY 10, 2023

The best customer experience leaders know how to listen and respond. Feedback from customers and employees is like oxygen. Your organization must have it to survive and thrive.

Government 59

Government Feedback Customer Experience Contact Center 59

Eptica

APRIL 15, 2020

Date: Wednesday, April 15, 2020 Author: Taoufik Massoussi - Product Manager & Head of AI The importance of listening to customers during COVID-19. This all means that businesses need to review and adapt the customer experience they are offering to ensure it meets changing consumer needs. Published on: April 15, 2020.

Surveys 95

Surveys Best practices Analytics Feedback 95

ShepHyken

NOVEMBER 24, 2017

This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. If you’re not monitoring what customers are saying about you and your company on social media, what are you waiting for?! – Shep Hyken. It Starts with Effective Social Listening.

Customer Service 220

Customer Service B2B B2C Accountability 220

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. In fact, nearly t wo-thirds (65%) of potential customers want to reach brands by phone. Consumers want to connect with your business. Consumers Demand Immediate Connection.

Customer centricity 294

Customer centricity Advertising outsourcing Chatbots 294

Toister Performance Solutions

APRIL 16, 2019

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Customer service employees struggle with listening. Listening skills are easy to train. Now the good news.

Advertising 86

Advertising Customer Service 86

ShepHyken

MAY 3, 2019

This week we feature an article by Jaime Bailey who writes about how important convenience has become to the customer experience and how it is a necessity for providing a competitive edge in today’s marketplace. . And the latest area widely touted to provide a competitive edge in the customer experience is convenience.

Chatbots 284

Chatbots Customer Experience Marketing Customer Support 284

ShepHyken

JULY 5, 2019

This week we feature an article by Alexandra Mederrick who writes about why effectively communicating online with your customers is a key to success for any business. One that unlocks the opportunity to form a relationship and build customer loyalty. . One that unlocks the opportunity to form a relationship and build customer loyalty.

Feedback 300

Feedback Self service Best practices Scripts 300

ShepHyken

JUNE 28, 2019

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. 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. Technology replacing humans.

Contact Center 275

Contact Center Self service Banking Airlines 275

ShepHyken

FEBRUARY 23, 2018

This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. It made me want to scream. Where had she been for the previous ten minutes? Be present.

Scripts 230

Scripts Employee engagement Customer Service Customer Experience 230

ShepHyken

AUGUST 16, 2019

This game helps strengthen listening and speaking skills and improves trust. Communicating clearly and effectively is key when working with customers. Clarity will help your team minimize confusion and assist customers fast and more successfully. Hugh Beaulac, ? MC2 Bid4Papers ?. improve team cohesion ?. Blindfold Game.

Personalization 215

Personalization Customer Service Marketing Sales 215

Totango

JUNE 12, 2020

Here are 5 ways to practice more effective listening skills whether you’re meeting with customers, partners, or teammates, especially during virtual meet-ups. . Manage chat time by leading with listening. . Watch your speaking to listening ratio. Aim for 80% listening and 20% speaking. But who’s got the time?

Morale 62

Morale Enterprise Personalization Best practices 62

ShepHyken

JULY 28, 2017

This week we feature an article by Ted Janusz who writes about how customers are always looking for a better customer experience. It’s important to stay up to date on new technology and trends in order to keep your customers and attract new ones. . Was this a typical Friday event for you and your family?

Consulting 197

Consulting Consulting Marketing Customer Experience 197

ShepHyken

JANUARY 26, 2018

This week we feature an article by Evan Hackel who writes about why it is important to train your frontline with excellent listening skills. Pay attention to what customers are saying. I had told her my friend’s name, but she wasn’t listening and in my opinion, she didn’t care. Great Service Is All about Listening.

Consulting 208

Consulting Consulting Customer Service Sales 208

JivoChat

OCTOBER 25, 2022

Nowadays, there are multiple ways how to monetize a blog. You will need to analyze what are the most effective strategies to implement on your blog and make money with them. It’s necessary to take into consideration what your goals with the blog are, the skills you have, and the actions you would enjoy dedicating yourself to. .

Advertising 75

Advertising Sales Marketing Best practices 75

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. CSAT surveys are critical in determining challenges that your customers are facing so that you may improve the customer experience.

Feedback 235

Feedback Customer Experience Abandon rate Surveys 235

Callminer

NOVEMBER 7, 2021

We recently announced our LISTEN 2021 Award winners, including seven LISTEN 2021 Analyst Award winners, and Top Partner and Top Customer of the Year. Read the blog to learn about the recipients.

418

418

ClientSuccess

FEBRUARY 24, 2021

Looking at the foundational or required skills of any CSM, ‘good listener’ is going to be on the list. Customers – especially those working with a SaaS vendor – are known to be extremely vocal about many things, good and bad alike. What is active listening? How to become an active listening expert.

SaaS 65

SaaS Accountability Personalization Management 65

ShepHyken

JANUARY 11, 2019

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback.

Feedback 232

Feedback Surveys Technical Support Personalization 232

ShepHyken

APRIL 26, 2019

This week we feature an article by Chanice Henry who writes about the importance of listening and understanding your customers in order to give them the experience they want. Wish to inspire a step-change in how customers interact with your brand digitally ?

Technology 214

Technology Marketing Metrics Surveys 214

Natalie Petouhof

AUGUST 15, 2022

Listening” to customers and employees today can be complex. It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and how they feel doing this. And it’s a critical step toward showing empathy in customer experiences. Original Article by Ginger Conlon.

Customer Experience 52

Customer Experience Analytics Big data Surveys 52

ShepHyken

JANUARY 12, 2018

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. Check out our thoughts on customer focus. We often get questions and comments on delivering great customer service and experiences. Not my error.

Customer Service 236

Customer Service Scripts Customer Experience Personalization 236

CCNG

JUNE 29, 2022

On a recent episode of CX Passport, Elaine Lee, Managing Director of ReynoldsBusbyLee and I discussed how it takes a real understanding of a real customer to know how to deliver the right customer experience. Rick also hosts the CX Passport podcast and believes the best meals are served outside and require a passport.

CCNG 369

CCNG Contact Center Surveys Customer Experience 369

Nicereply

SEPTEMBER 6, 2022

A roundup of the best customer service articles from 2022—to help you learn something new, revisit long-standing topics, or simply enjoy. Achieving stellar customer support is a moving target, involving a mix of strategy, processes, policies, analytics, and even a little art. 2022’s top customer service blogs.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

inmoment

JUNE 10, 2020

Customer needs, wants, and expectations are changing rapidly, and brands that want to keep up need to aggressively monitor customer commentary if they hope to continue providing the experiences that those individuals seek. I Hear You. Options like these can be included in both surveys and in-app digital intercepts.

Feedback 52

Feedback Surveys Metrics Customer Experience 52

Creative Virtual

OCTOBER 19, 2021

Yet, when it comes to customer service, I uphold the claim that the communication is often rather unidirectional, and in the wrong direction on top of that. If customer service was an airport, I don’t want the lounge refurbished; I want another fast lane and quick boarding. Frankly, nobody needs to design that.

Customer Support 59

Customer Support Virtual Agent Marketing Customer Service 59

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. That perfectly describes an omnichannel customer experience platform. Shep Hyken.

Self service 199

Self service APIs Surveys Analytics 199

ShepHyken

JUNE 8, 2018

Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too. The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too.

Customer Support 188

Customer Support Brand ambassadors Scripts Customer Care 188

aircall

SEPTEMBER 22, 2021

You’ve done everything you can to make your customers happy. Your customer service team has been answering calls day in and day out, helping each customer in the best way they know how. But are your customer service strategies working? One key way to find out is to listen to customer feedback.

Feedback 62

Feedback Journey mapping Brand ambassadors call center software 62

ShepHyken

OCTOBER 25, 2019

This is multiplied in a contact center as often the customer experience is the main focus. You need to deliver memorable and high-quality interactions throughout the entirety of the customer journey. Listen back on their natural speech and also have them read off a script. You need to make sure that two major factors are strong.

Call Center 192

Call Center Scripts Contact Center Advertising 192

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. Feedback from customers and opinions of management can all be skewed due to a limited perspective.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

ShepHyken

AUGUST 24, 2018

This week we feature an article by Wayne Turmel who writes about how to be successful with a remote customer service team. When you’re trying to serve your customers, your reps must be self-starting, relatively autonomous, and focused on their jobs. Monitoring, listening in and assessments should be agreed to in advance.

Customer Service 198

Customer Service Real estate Call Center Best practices 198