CX Accelerator

MAY 25, 2022

Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. Before a customer can reach out to get support, there needs to be communication channels in place. This may be self-service, in-person, phone, email, chat, social media or text message. You may use some or all of them.

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Steve DiGioia

JUNE 26, 2023

We have studied ways to best serve our customers ad nauseam. We use numerous metrics to gauge customer sentiments. We sit through seminar after seminar to learn the latest tactics to enhance the customer experience and spend thousands of dollars on certification courses signaling to our peers our “expertise”.

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Customer centricity Coaching Metrics Accountability 195

CX Accelerator

NOVEMBER 7, 2023

Surely customer support could help me sort this out. It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. Give inconsistent or incorrect answers to customers. 11) have zero channels for customer feedback.

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Customer centricity Airlines Feedback Construction 316

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.

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Customer Service Coaching Education Best practices 82

Beyond Philosophy

JUNE 28, 2017

Coke says now that it learned a valuable lesson –their research and development didn’t anticipate their customer’s deep emotional attachment to the brand and the taste of the original. I bring this up now because I see companies continuing to make the same mistake. Consider Your Customers. How to Make a Customer-Centric Change.

Customer centricity 401

Customer centricity Consulting Consulting Technology 401

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. by Tracey Ruff.

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Customer Service B2B Journey mapping Chatbots 311

ProProfs Blog

FEBRUARY 21, 2020

Has it leveled up your customer support process? Well, from what I’ve seen and heard from other business owners – yes, live chat definitely brings a lot of value addition as a support tool. That’s because you get to save a lot of time since you can manage more customers and website visitors at the same time.

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CRM Personalization Customer Support Feedback 165

Steve DiGioia

AUGUST 16, 2021

They don’t downplay their suggestions or overstate a simple mistake. You have faith that every member will contribute to the department and support each other. The post 10 Actions to Bring Your Team Into Your Confidence Zone appeared first on Steve DiGioia Customer Service Blog. 18 Best Reasons.

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Construction Personalization Management Customer Service 245

Steve DiGioia

JANUARY 17, 2022

Give an example to support your message. Mistakes cost you money. How Uncertainty Costs You Money appeared first on Steve DiGioia Customer Service Blog. Use the appropriate media. Detailed messages need to be written. Oral messages should contain minimal content. Both formats may be useful as reinforcements.

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Beyond Philosophy

JUNE 1, 2023

Organizations don’t think enough about the context in which a customer enters the experience. Most believe that every customer is the same. However, understanding the context in which your customer has your experience is critical to your customer strategy. It was a mistake to ignore the context.

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Accountability Call Center Education Consulting 195

Global Response

OCTOBER 6, 2023

Luxury is created by a combination of so many factors: customer experience brand reputation word-of-mouth status and more! However, one key aspect is the customer experience—with luxury brands, the customer needs to be at the center of every interaction, feeling as though they are valued, respected and honored at every turn.

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outsourcing Feedback Sales Personalization 62

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.

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Beyond Philosophy

JANUARY 4, 2024

However, I also see some of them repeating the same mistakes we did in the past with the “World Wide Web.” Having that community support is particularly helpful when you encounter professional difficulties. As a family, we decided to raise money for the charity supporting her condition. So, shake off the skepticism.

Customer centricity 243

Customer centricity Morale Finance Education 243

Nicereply

FEBRUARY 9, 2022

Our parents, throughout our schooling, and as we entered into the workforce we were told not to make mistakes, apologize when we do make one, and learn something from them. Read our first piece of Support talks with Craig Stoss and Paul Tucker , Head of Customer Support at EveryoneSocial , focuses on the last of those three points. .

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Morale Coaching Customer centricity Personalization 98

ClientSuccess

FEBRUARY 14, 2023

Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. But mistakes happen, and it’s essential to have a contingency plan for when they do. What is empathy? Sometimes, this means apologizing.

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Journey mapping Construction Best practices Feedback 80

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. It was about finding solutions for a customer and finding their pain points ”. Customer Service Acronyms You Need to Know.

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Customer Service Personalization Sales Technical Support 341

CCNG

OCTOBER 6, 2020

I have also made the mistake of failing to stay focused during one-on-one sessions and have multi-tasked while talking with employees or colleagues, or while on various meetings. Strategy #1: Ensure technology supports your intentions There is no doubt that working remotely requires a specific set of technology assets and unique skills.

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CCNG outsourcing Surveys Coaching 195

Nicereply

MAY 1, 2023

Building customer loyalty requires a strong bond and trust with customers through quality experiences and exceptional support. In today’s highly competitive market, customer service has become a key factor in the success of many businesses. Of course, not everyone knows this. Sounds simple, right?

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Customer retention Feedback Customer centricity Chatbots 59

Totango

APRIL 18, 2022

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. Customer success is a fast-paced industry. Customer success is a fast-paced industry.

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Best practices Self service Consulting Consulting 93

Comm100

JUNE 25, 2020

It all begs one question, “How do customer service agents speak to customers during these sensitive times?”. And there are plenty of mistakes a customer service team can make on social media. Here are the mistakes to watch out for so that you don’t inadvertently lose revenue because of a lapse in judgment.

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Customer Service B2B Sales Customer Care 52

ShepHyken

MARCH 13, 2020

higher customer retention, 1.9x higher customer satisfaction rates” – Forrester. Customer Experience: A duo of two harmless and normal words. The modern-day customers are informed, have an immense number of options before them, and take only a fraction of a second to switch brands due to a poor experience!

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LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog. How we reached 100,000 unique views a month on LiveChat blog. It was just great.

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Beyond Philosophy

NOVEMBER 23, 2023

Regret isn’t an emotion only for disappointed new customers. This example shows that once you introduce regret into your customer relationships, it can go downhill fast and to a bad place for your revenue. Regret and the Customer Experience So, what’s the impact of regret in a customer experience setting?

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Feedback Marketing Sales Personalization 195

Nicereply

MAY 25, 2022

Something will go wrong, mistakes will be made and customers will be upset. When it happens, the right thing to do is own the mistake and apologize to anyone affected. In fact, a genuine apology is more effective in service recovery than compensation alone. Eventually, it will happen. Have they lost trust in your product?

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Customer Service Accountability Personalization Education 105

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

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Chief Customer Officer SaaS B2B Best practices 64

JustCall

OCTOBER 15, 2023

A striking 83% of top-performing customer service agents confirm they received the necessary agent training to excel. They capture the candid moments of customer interactions and pinpoint the triumphs and missteps. It lets your agents experience customer’s changing tones and prepare for it accordingly.

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Coaching Metrics Feedback Upselling 52

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

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Enterprise Best practices Marketing Sales 103

Spearline

JULY 6, 2022

Telemarketing/sales calls, customer service callbacks, marketing research or surveys are just a few of the types of outbound calls. The success of the campaign depends on many factors, but there are a few fundamental mistakes that can end up setting your campaign up to fail.

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ShepHyken

MARCH 13, 2020

higher customer retention, 1.9x higher customer satisfaction rates” – Forrester. Customer Experience: A duo of two harmless and normal words. The modern-day customers are informed, have an immense number of options before them, and take only a fraction of a second to switch brands due to a poor experience!

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Customer Support Customer retention Customer Experience Management 257

LiveChat

MAY 25, 2018

4 years ago, I was given the challenge to write my first article for the LiveChat Blog. The subject of the post was supposed to be about customer service. What came to my mind was that customers behave like kids sometimes. You can’t compare customers to kids! First of all, we’re all customers.

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Inbound sales Marketing Personalization Customer Service 66

TeleDirect

OCTOBER 23, 2023

You’ve likely experienced the difference between a customer service call that left you satisfied and one that resulted in gritted teeth. That’s where a customer service script comes into play. They provide questions to ask customers that will help resolve any issues or increase leads and opportunities.

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Scripts Personalization Customer Service Call Center 62

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. The impact of bilingual support on the customer experience cannot be understated. But what mix of live agents versus AI is best for your business? And what about offshore?

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Customer Support Bilingual agents outsourcing Contact Center 124

ProProfs Blog

JUNE 5, 2020

I bet you’ll agree with me on this one: Customers stop doing business with you when they are unhappy. In fact, 68% of customers leave because they believe you don’t care about them. More than that, only 1 in 26 unhappy customers will complain about what they don’t like about your service; the rest will churn.

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Customer Service Chatbots Customer retention Feedback 136

Hodusoft

FEBRUARY 29, 2024

7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. That’s one of their most potent tools to deliver exceptional customer service. When MSPs serve this many clients, it’s quite important for them to provide the best-in-class customer service.

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Nicereply

OCTOBER 5, 2022

A service desk is a crucial service tool organizations use within the ITSM approach. In the latest edition of ITIL, the service desk takes the central place in the value chain and is defined as a single point of contact between the service provider and users. The service desk is more than just ITSM principles.

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Metrics Engineering Customer Service Customer Support 52

Nicereply

JANUARY 16, 2023

Every customer service team has to deal with angry customers and haters. Dealing with them is harder than talking to happy and satisfied customers, but these interactions can be valuable—for your company, your team, and for you as an individual. Interacting with people is part and parcel of customer service.

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Customer Service Feedback Airlines Construction 59

ProProfs Blog

MARCH 27, 2020

It’s no secret that customer service is an essential aspect of every business. That said, many companies overlook their customer experience, and they don’t often consider it an ROI generating metric. Exceed beyond service . It sounds simple, but it’s a bit more complex than just “going the extra mile” for your customer.

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Customer Service Feedback Customer Support Wait times 135