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…. Element #1: Fast.

Customer Support 168

Customer Support Customer effort Self service Metrics 168

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Abandon rate 236

Abandon rate Journey mapping Average Handle Time Customer centricity 236

Beyond Philosophy

DECEMBER 28, 2023

We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. One thing I appreciate about Mead is how his opinions make me think. He predicts that customers can ask, “Hey!

Airlines 221

Airlines Self service Call Center Personalization 221

ShepHyken

AUGUST 10, 2018

This week we feature an article by Jarrin Howard who writes about how predictive analytics can enhance customer relations. – Shep Hyken. These are common examples of sites using predictive analytics catering to individual customer preferences. Segmenting Customers. Personalizing Content.

Analytics 168

Analytics Upselling Banking CRM 168

Beyond Philosophy

AUGUST 14, 2019

I have been talking about frictionless experiences and how vital it is to have a smooth Customer Experience. Many organizations are talking about how to make their Customer Experience easy, which is the right thing to do. You want your experience to be friction-less or easy. It’s a great point.

Customer Experience 331

Customer Experience Benchmark Education Consulting 331

Beyond Philosophy

NOVEMBER 4, 2018

Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Your Customers Like Their Version of Convenience, Too. Convenience is defined by your customer.

Customer Experience 405

Customer Experience Banking Transportation Entertainment 405

BlueOcean

APRIL 24, 2024

This holds especially true in the world of outsourced customer service, where your vendor is literally representing your brand and your values. This holds especially true in the world of outsourced customer service, where your vendor is literally representing your brand and your values.

Contact Center 71

Contact Center outsourcing Government Customer Care 71

Beyond Philosophy

NOVEMBER 2, 2023

Professor Simonson learned that sometimes, we don’t want to make a choice or at least not a new one. Once we settle on an option, we stick with it if we must make the same one again. Very few of the children make it to two marshmallows. Stanford Professor Itamar Simonson is very clever. I do this, too.

Personalization 221

Personalization Sales 221

CCNG

MARCH 8, 2023

As a contact center leader, you’re always looking for ways to improve performance and keep your agents happy. Despite the creativity of your approaches or the generosity of your rewards and incentives, you've likely come across a particular challenge: apathy.

Morale 195

Morale Contact Center CCNG Agent burnout 195

ShepHyken

JULY 20, 2018

This week we feature an article by Daniel Bakst who writes about how important it is to monitor and respond to comments on social media and review sites about your brand. – Shep Hyken. Depending on the size of your organization, there could be a constant feed of incoming messages being sent to your various social media accounts.

Feedback 118

Feedback Customer centricity Accountability Customer Experience 118

Beyond Philosophy

MARCH 23, 2023

You must focus on your employees if you want a great experience that delivers service excellence. However, today, this concept is essential and might be what saves your experience at a time when experiences need saving. We call it Employee Experience because it is alliterative and goes with Customer Experience.

Management 195

Management Personalization Customer Experience Consulting 195

OctopusTech

MARCH 1, 2024

But with so many features and capabilities packed into the platform, you may be wondering what specific benefits Shopify offers for your own business goals. Their user-friendly admin makes it simple to add products, customize the design, manage orders and inventory, and track analytics without needing to know code.

Analytics 62

Analytics APIs Enterprise Best practices 62

Beyond Philosophy

AUGUST 14, 2017

However, I passed through the Motor City’s airport more recently and what a difference a new terminal can make. Detroit’s airport is an example of a trend toward making terminals more pleasant and easier for passengers to navigate. Your checked bag must be under a certain weight. It was cramped, noisy, outdated and humid.

Airlines 0

Airlines Consulting Consulting Customer Experience 0

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

Best practices 157

Best practices Surveys Metrics Construction 157

ProProfs Blog

DECEMBER 11, 2020

They are the unshakable foundation on which you build concrete strategies to help your business achieve profitable goals. Numbers help you reflect on how your business is performing and if your efforts are reaping the benefits you expected. They even help you understand if your customers are satisfied or not.

Metrics 148

Metrics Abandon rate Surveys Feedback 148

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. Listen to your customers.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Quality Contact Solutions

SEPTEMBER 22, 2022

With so many lead generation strategies out there, it can be difficult to determine which is best for your organization. But we know all too well how important it is to have a steady stream of qualified sales leads to keep your team busy and, ultimately, to meet your business goals.

Telemarketing 98

Telemarketing Advertising outsourcing Marketing 98

Nicereply

MARCH 28, 2022

There’s no better time to do a little spring cleaning on your metrics. Why do a customer service metrics health check? If your metrics are calculated on inaccurate or flawed data sources, your results won’t be reliable. If you don’t know where the data is coming from, you can’t trust your metrics.

Metrics 98

Metrics Customer Service Customer effort Surveys 98

Toister Performance Solutions

FEBRUARY 24, 2022

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 and affiliated sites. Order confirmations reduce customer effort and make online ordering easier. What is customer effort?

Customer effort 62

Customer effort Advertising Self service Surveys 62

Nicereply

JANUARY 23, 2023

Measuring your customer experience (CX) can feel complicated. Studies show that focusing on creating a great customer experience reduces customer churn, creates l oyal customers , and increases customer engagement. All of this increases revenue and makes your business more profitable.

Metrics 98

Metrics Customer effort Surveys Feedback 98

Nicereply

SEPTEMBER 4, 2023

Find out what is a good Net Promoter Score & get out the most of your surveys! It can be really hard to discern how your customers truly feel about your company, product, or service. This article will discuss a good NPS score in 2023 and how you can measure your NPS. Table of Contents What is a NPS Score?

Benchmark 105

Benchmark Surveys Employee engagement Metrics 105

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

ProProfs Blog

MARCH 27, 2020

Customer experience is the new marketing battlefront – Chris Pemberton. A vast majority of marketing and customer-relation experts believe that customer experience is about to take over aspects like product price and quality and we could not agree more. So What Can Be Termed as a Good Customer Effort Score?

Customer effort 117

Customer effort Customer retention Surveys Metrics 117

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

Fonolo

MARCH 7, 2023

Today’s customers are a demanding bunch. If they have a problem or a question, they expect immediate information and quick resolution — but keeping up with this demand can be an impossible task for your contact center’s live agents alone. TIP: Today, 70% of customers expect self-service options. Hats off to the team at Aspect!

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87

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. This will lead to more referrals, less churn, and ultimately more revenue for your business. What is Customer Success? What is Customer Success?

Education 59

Education Accountability Customer retention Journey mapping 59

Playvox

FEBRUARY 16, 2024

One of the most impactful uses is how AI is transforming customer experience (CX). Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Quality management 75

Quality management Contact Center Management Best practices 75

Toister Performance Solutions

MAY 7, 2020

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. The research started as a quest to discover the most effective ways to delight customers. What is customer effort?

Customer Service 111

Customer Service Self service Wireless Customer effort 111

Nicereply

JULY 18, 2022

You can improve your customer experience without breaking the bank. These easy ways to reduce customer effort are a great place to start. Your customer experience needs an overhaul, but you don’t have the budget or developers to make it happen. It’s easy to feel discouraged.

Customer effort 52

Customer effort Chatbots Engineering Interactive Voice Response 52

Lumoa

NOVEMBER 21, 2023

In many companies, even though customer experience is regularly measured, data transformation becomes challenging for many reasons. But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis.

Feedback 83

Feedback Chatbots Analytics Metrics 83

3CLogic

APRIL 10, 2024

A digital-first approach lies at the core of every contact center’s transformation strategy, yet solely relying on digital channels risks damaging your customer service. This is most likely due to a siloed data structure, where engagement data, contact history, and customer records are stored across separate systems.

Management 64

Management Call Logging CRM Call flow 64

NobelBiz

MARCH 26, 2024

While there’s no one-size-fits-all solution to address all operational and customer-related challenges for businesses, Customer Experience Automation (CXA) has emerged as a compelling strategy for a lot of businesses these days. Table of Contents What Is Customer Experience Automation (CXA)?

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Fonolo

MARCH 16, 2021

This blog will teach you what FCR is, the difference between First Call Resolution and First Contact Resolution, and everything about FCR that you need to know to succeed in a contact center. First Call Resolution is a measure of how frequently you can resolve a customer’s query the first time they reach out.

First call resolution 125

First call resolution Call Center Metrics Contact Center 125

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

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

Win the Customer

SEPTEMBER 11, 2023

Delivering an exceptional customer experience (CX) isn’t just a nice-to-have—it’s a strategic imperative. In this blog post, we’ll delve into the crucial Key Performance Indicators (KPIs) that define CX success and show you how to leverage them for maximum impact. This is where CX metrics for success come into play.

Metrics 59

Metrics Customer Experience Customer retention Customer effort 59

NobelBiz

MAY 9, 2023

Contact centers play a vital role in today’s business landscape, serving as a primary point of contact for customers to resolve issues, make inquiries, or provide feedback. Improving Efficiency It is estimated that a salesperson makes 52 calls daily (with 15% of the time dedicated to leaving voicemails). billion by 2028.

Best practices 98

Best practices Call Center Gamification Contact center software 98