ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Customer behavior is becoming more dynamic. Every organization is facing a stern competition to sustain their business growth. Are you marketing your product in the right way?

Advertising 270

Advertising B2B Employee engagement CRM 270

ShepHyken

MAY 17, 2019

This week we feature an article by Ashwini Dave who writes about how important it is to show your customer’s appreciation in order to retain their loyalty. Organizations are irrelevant without customers. Data from NewVoice Research revealed that 53% of customers switched brands because they felt unappreciated.

CRM 273

CRM Personalization Engineering Enterprise 273

ShepHyken

JULY 26, 2019

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you.

Customer Experience 284

Customer Experience Feedback Customer centricity Customer retention 284

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. Supporting technologies that will drive new levels of speed and efficiency. Shep Hyken.

Self service 199

Self service APIs Surveys Analytics 199

ShepHyken

APRIL 20, 2018

This week we feature an article by Megan Wenzl who writes about the customer experience and online reviews. Ask your customers to post online reviews. Customer experience (CX) is being talked about and thrown around in so many boardroom conversations. Online Reviews and Customer Service. What does this mean exactly?

Customer Experience 204

Customer Experience Benchmark Education Surveys 204

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. Shep Hyken.

Customer Support 223

Customer Support Banking outsourcing Coaching 223

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be….

Customer Support 168

Customer Support Customer effort Self service Metrics 168

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. 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

DECEMBER 1, 2017

This week we feature an article by Stephanie Jones about the importance of human interaction in the customer service world. While bots are helpful in many ways, the human touch is still so imperative, and so craved by the customer. – Shep Hyken. Bots lose their appeal when a customer has a complex issue. Robots are cool.

outsourcing 197

outsourcing Answering services Personalization Accountability 197

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.

Benchmark 189

Benchmark Metrics Customer Support First call resolution 189

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

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. It’s a must-have.

Technology 229

Technology Customer Service Management CRM 229

ShepHyken

APRIL 28, 2023

This week, we feature an article by Marcelle Santos, a copywriter at TextExpander , a software that helps individuals and teams communicate efficiently and consistently with their customers. She shares why customer standards matter and how your organization can meet them. Raise your customer service standards.

Customer Service 161

Customer Service Accountability Self service Customer Support 161

Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals.

Enterprise 111

Enterprise Best practices Analytics Metrics 111

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Below are nine customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they’re so amazing. Motivational quotes on customer service.

Customer Service 82

Customer Service Coaching Education Best practices 82

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. Some call queues additionally support dynamic agent connections.

Interactive Voice Response 52

Interactive Voice Response call center software Contact Center Call Center 52

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. These awards reflect superior engagement and commitment from our users, who continue to highlight and share the key aspects of Totango and our software they find most beneficial.

Enterprise 108

Enterprise Customer centricity Benchmark Upselling 108

Totango

OCTOBER 18, 2023

G2, the software industry’s largest and most trusted marketplace, unveiled its 2023 fall report, and Totango earned a staggering 49 badges, including 31 category leader badges. Totango accelerates revenue retention and customer growth Last month at Totango Live! , customer health). “Our customer health). It’s that time!

Journey mapping 101

Journey mapping Enterprise Best practices Marketing 101

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

Totango

SEPTEMBER 22, 2023

we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. And, that growth comes from consistently and quickly delivering customer value. Announced during our flagship event, Totango Live!

Enterprise 113

Enterprise Education Best practices Customer retention 113

Comm100

DECEMBER 14, 2022

Customer experience (CX) is the convergence of three elements – human, process, and increasingly, technology. As more and more touch points between businesses and customers are established, the expectation to provide a seamless customer experience across channels has turned into a necessity.

Customer Experience 52

Customer Experience Chatbots Feedback Self service 52

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. consumers by Qualtrics, a customer’s feelings were found to be the biggest driver of consumer loyalty.

Customer Service 78

Customer Service Chatbots APIs Government 78

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. On the other hand, the CCO focuses on what happens after the sale, overseeing onboarding, customer support, driving retention, and minimizing churn.

Chief Customer Officer 91

Chief Customer Officer Customer centricity Metrics CRM 91

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. It offers powerful real-time charts and visualizations of how users interact with digital products.

Enterprise 91

Enterprise Finance SaaS Analytics 91

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. In today’s dynamic financial landscape, providing exceptional customer support is crucial for the success and reputation of financial institutions.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

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

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. Company leadership felt like there was almost always an opportunity to solve a problem for a customer and it just required the right amount of creativity. Think about it.

Upselling 83

Upselling Contact Center Engineering Banking 83

PeopleMetrics

SEPTEMBER 24, 2018

Market research was developed a century ago to measure the effectiveness of advertisements and products. Today it’s used in similar ways—to figure out competitive positioning, determine the optimal price for new products, or to decide on the most effective advertising strategies (to name a few). Voice of the Customer (VoC).

Marketing 226

Marketing Advertising Feedback Consulting 226

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community? Supporting CS research.

Best practices 115

Best practices SaaS B2B Marketing 115

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

Nicereply

NOVEMBER 16, 2022

As a support manager, you probably work daily with a bundle of online tools. But what are the tools every support manager needs to know about? In this article, you’ll find the essential equipment you need to be effective as a support manager. Critical tools for every customer support manager. Which are the best?

Management 98

Management Analytics Feedback Surveys 98

Nicereply

FEBRUARY 2, 2024

Customer success is central to the success of a business. The more customers experience success with your product, the more they’ll use it and recommend it to others. Customer success has become a key priority for businesses lately because of the intense competition in most industries. What is Customer Success?

Education 59

Education Accountability Customer retention Journey mapping 59

Lumoa

JANUARY 24, 2024

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! Just like a hapless tourist, customers are eager to share details of their experience. However, first, you have to know where to look!

Analytics 83

Analytics Feedback Metrics Surveys 83

Comm100

MAY 25, 2022

Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes. Then we’ll analyze how your organization can respond to these changes and the ways in which technology can benefit your ability to serve customers.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! We hope so! At Totango Live!

Journey mapping 97

Journey mapping Construction B2B Education 97