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

DECEMBER 28, 2018

This week we feature an article by Pradeep Rathinam who writes about how we must understand what the large population of millennials expect when it comes to customer service. – Shep Hyken. They are literally changing the rules of customer service on the fly. What this means if you’re in CS: Get hip, quick. Get creative!

Customer Service 243

Customer Service Self service Customer Support Scripts 243

ShepHyken

NOVEMBER 9, 2018

This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken. Customer Service. This is where the benefits of a virtual web assistant truly shine.

CRM 235

CRM Enterprise Benchmark outsourcing 235

ShepHyken

SEPTEMBER 23, 2016

This week on our Friends on Friday guest blog post my colleague, Brie Tascione, writes about the importance of improving the customer experience in the healthcare industry to improve loyalty and reduce frustration. Any service industry today must keep up with the technological advances when communicating with their customers.

Healthcare 318

Healthcare Advertising Education Technology 318

ShepHyken

JUNE 28, 2019

The question is, can everybody do a job a little bit harder than the one they’re doing now?” In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. Fewer phone calls, but more complex conversations. Faster than … more powerful than … it’s Superagent!

Contact Center 275

Contact Center Self service Banking Airlines 275

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

MAY 25, 2018

This week we feature an article by Matt Nolan who shares five keys to building more compelling, sustainable customer relationships. Customer retention used to be considered just a “service problem.” Service has become an always-on, everywhere requirement – in the customer’s eyes, great experiences have to be connected and fluid.

Call Center 185

Call Center Customer retention Upselling Advertising 185

ClientSuccess

NOVEMBER 21, 2017

5 Ways to Re-Engage When a Customer Goes Dark. We’ve all been there: A customer relationship is going well and there are no obvious problems or red flags in sight, yet when it comes time for a ‘serious talk,’ such as a renewal conversation or upsell demo, there is suddenly radio silence on the customer’s end.

Upselling 50

Upselling Metrics SaaS Best practices 50

ShepHyken

OCTOBER 19, 2018

For example, algorithms are able to digest complex customer data and provide relevant content to individuals at the right time. AI-driven chatbots are being deployed more and more within customer support functions, but web personalization extends beyond just automated bots. So, how is AI changing customer experience?

Customer Service 276

Customer Service Automotive Chatbots Airlines 276

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. Are people asking for customer support?

Customer Service 220

Customer Service B2B B2C Accountability 220

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.

Customer Experience 76

Customer Experience Brand ambassadors Self service Chatbots 76

Steve DiGioia

JUNE 12, 2023

Using a customer’s name is a simple yet powerful way to improve their experience with your business. It’s an effective way to make them feel valued and acknowledged, which can lead to increased loyalty and customer satisfaction. When a customer hears their name, it creates a sense of familiarity and personalization.

Personalization 189

Personalization Customer Service Customer Experience 189

Beyond Philosophy

JANUARY 20, 2020

The scientific name for it is Escalation of Commitment, but it is also the basis of many sales techniques, and it is an excellent way to get your customers to say yes. . In our global Customer Experience consultancy, we have encountered clients that use escalating commitment as a sales technique. Getting Customer to “Yes”.

Advertising 447

Advertising Telemarketing Consulting Consulting 447

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. As we saw in yesterday’s webinar, both enhancing the Customer Experience (CX) and understanding the Voice of the Customer (VoC) are inextricably linked… for the better. Customers now expect: Their time be valued. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

Steve DiGioia

MAY 15, 2023

If you’re in a leadership role, you should know by now that your customers are always evaluating your every move. They’re watching your every decision, every action, and every word. And if you’re not careful, they’ll have no qualms about letting you know when you’ve screwed up.

Feedback 182

Feedback Management Customer Service Customer Experience 182

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Customer First” drives success. Customer service has become the top business priority. Today, customer satisfaction is the top business priority, but successful companies cite it as their 1 priority. 43% using video for customer interactions, and 67.2% AI, Teams UC and Video. .

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

AUGUST 26, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming w ebinar “How and Why Customers Use Self-Service” with Steve Morrell, Managing Director and Principal Analyst of ContactBabel . Blog #1 Into the Vortex “Cross Channel is the New Omni-Channel”. Customers now also expect to have choices….

Self service 58

Self service Contact Center CRM Customer Support 58

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So where do you start getting employees to be more engaged and happier?

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

Cisco - Contact Center

NOVEMBER 9, 2023

Today, we’re thrilled to present several game-changing initiatives geared towards driving greater partner profitability, enhancing your customer engagement, and fortifying our shared commitment to… Read more on Cisco Blogs

Enterprise 89

Enterprise 89

Beyond Philosophy

MAY 14, 2020

However, they are also crucial for fostering customer-driven growth in your organization. In this issue of Why Customers Buy, we are going to discuss the six fundamental principles of how to influence people, and you might be surprised by what you discover. So, they are strategic about what they’re doing.

Consulting 419

Consulting Consulting Personalization Accountability 419

Steve DiGioia

JULY 10, 2023

You watch them grow and learn, and finally, they’re ready to take on the world on their own. But before you know it, they’re handing in their resignation letter, moving on to greener pastures, and leaving you feeling frustrated and maybe even a little betrayed. I’m sure you’ve heard this all before.

Technology 130

Technology Personalization Customer Service Management 130

ShepHyken

JULY 22, 2016

This week on our Friends on Friday guest blog post my colleague, Boaz Amidor, shares four techniques that have striking, measurable results when it comes to the efficiency of the Customer Support Program of companies providing online and mobile customer support. Customer support is just like this. Shep Hyken.

Journey mapping 180

Journey mapping Customer Support Feedback Surveys 180

kommunicate

JULY 28, 2023

Last Updated on July 28, 2023 Product engagement acts as a key indicator of customer satisfaction and loyalty in any business. Without tracking your product engagement, you’re essentially flying blind. As a Founder/CEO, you can’t answer the [.] As a Founder/CEO, you can’t answer the [.]

Metrics 96

Metrics Customer Support 96

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

Beyond Philosophy

APRIL 18, 2024

So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out. He has a lot of resources regarding this area of personalization and suggests it is time marketers put the customer back into the personalization.

Personalization 195

Personalization Advertising Technology Marketing 195

Beyond Philosophy

MAY 31, 2019

We discussed the importance of memory for a Customer Experience and the influences on how we remember things in our latest podcast. That is why helping your customers have a wonderful memory of your experience is essential. If you don’t, you may be managing the wrong metrics in your Customer Experience. How Memory Works.

Scripts 382

Scripts Customer Experience Consulting Consulting 382

VirtualPBX

AUGUST 10, 2023

Among the myriad of communication channels available, text messaging has emerged as a powerful tool for businesses to engage with their customers, clients, and employees. We’re excited to have you as part of the team. ” Follow-Up Care: “Hope you’re feeling better after your recent visit.

Healthcare 98

Healthcare Call Center Accountability Surveys 98

CSM Magazine

APRIL 11, 2024

Comparable Properties: To assess the value of the property you’re interested in, compare it with similar ones in the area. To be well-prepared, consider the following: Understand Your Budget : Determine the highest price you’re willing to pay. Identify Deal Breakers: Know what terms are non-negotiable for you.

Real estate 52

Real estate Transportation Marketing Engineering 52

Beyond Philosophy

FEBRUARY 15, 2024

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. In my experience, many organizations fail to evoke a specific customer emotion. In my experience, many organizations fail to evoke a specific customer emotion. Customer behavior can help here.

Customer emotions 221

Customer emotions Call Center Customer Experience Customer Support 221

Beyond Philosophy

JULY 24, 2019

Instead of being a company that I admire with a customer centric and open culture it now appears that the inherent culture of Facebook is one of non transparency which chooses to manipulate their customers and their data. Facebook engaged in an agreement with the government that said, “OK, we will protect people’s privacy.”

Customer centricity 348

Customer centricity Government Morale Advertising 348

customer sure

NOVEMBER 11, 2014

In the last few weeks you might have noticed that we’ve changed course on our blog strategy. The break-through (and we’re kicking ourselves for not realising it before) was to think less about the supposed ‘formula’ for growing traffic, and more about our target audience. And how we’re implementing it.

Feedback 91

Feedback Metrics Customer centricity Customer Service 91

Beyond Philosophy

AUGUST 20, 2020

We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. . The focus was on customer-generated reviews, like restaurant reviews. We Love Our Phones.

Transportation 870

Transportation Surveys Consulting Consulting 870

Beyond Philosophy

JANUARY 8, 2021

However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. Now, we can decide what parts of the change we want to keep to respond to what customers want now. We’re starting to see the light at the end of the tunnel. Our New Digital World.

Customer Experience 448

Customer Experience Consulting Consulting Personalization 448

Beyond Philosophy

MARCH 9, 2018

On our Intuitive Customer podcast , Professor Ryan Hamilton and I have been talking about the ways that customers are irrational in their decision making, often focusing on things that seem irrelevant. Previous studies have shown that men are more likely to feel their masculinity is threatened if they engage in feminine behaviors.

Transportation 445

Transportation Consulting Consulting Marketing 445

Beyond Philosophy

JUNE 25, 2020

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. Map your customers’ “fishing nets.”

Management 472

Management Entertainment Consulting Consulting 472

kommunicate

OCTOBER 31, 2022

Last Updated on October 31, 2022 Occasionally, regardless of how engaged your customers seem, you might lose a lead. The post How Can Your Business Re-engage with Lost Business Leads? The post How Can Your Business Re-engage with Lost Business Leads? appeared first on Kommunicate Blog.

Sales 95

Sales Customer Support 95

SmartAction

FEBRUARY 22, 2024

The jump from traditional “press zero” to cutting-edge AI solutions presents both a thrilling opportunity and a daunting challenge in the customer service world. This vision is at the heart of SmartAction’s mission, where we’re not just about technology; we’re about transforming customer experiences.

Chatbots 88

Chatbots Airlines Self service Technology 88