ShepHyken

MARCH 24, 2017

This week on our Friends on Friday guest blog post my colleague, Manuel Grenacher, writes about how using bots can help manage and improve the customer experience. Used properly, I believe bots can be an customer service excellent tool. Have you ever wondered what it would take to get back to the old days?

Customer Experience 228

Customer Experience Airlines Chatbots Personalization 228

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

Beyond Philosophy

DECEMBER 14, 2023

In a meeting with a long-time client, I learned how pleased they were with their repeat business, which they saw as loyal customers coming back for more. However, when they showed me the repeat business stats, what I saw wasn’t loyalty; it was inertia. After all, don’t loyal customers bring you repeat business?

Airlines 221

Airlines Metrics Management Technology 221

Beyond Philosophy

NOVEMBER 11, 2021

Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. The 5 Rules for improving the customer complaint process are: Read between the lines. Embrace customer complaints. Empathize with the customer. Be fast, stupid.

Consulting 383

Consulting Consulting Call Center Metrics 383

Beyond Philosophy

FEBRUARY 8, 2024

I am going to share a British idiom, and you are going to determine what it means. We will be on the honor system, so score yourself as you go along. ” You there, “on your bike.” ” The Meaning: It’s as simple as that. .” ” You there, “on your bike.”

Scripts 195

Scripts Consulting Consulting Personalization 195

Steve DiGioia

NOVEMBER 8, 2022

This means that since they’re not the “headliner” or in the main event, they understand that they are a supporting act for the overall benefit of the show. And tried to be a good “student.” And tried to be a good “student.” RELATED POST: 5 Things Pro Wrestling Teach Us About Customer Service. Be their student too.

Customer Service 182

Customer Service Personalization 182

Beyond Philosophy

JULY 27, 2023

However, authenticity is more complicated than you might think at first. If you want to be authentic, then…be authentic. Then again, if it felt authentic to the attendees, does it matter if it was? So, what about AI? This defensive move means these companies feel these resumes and cover letters feel inauthentic.

Customer centricity 195

Customer centricity Personalization 195

Beyond Philosophy

JANUARY 11, 2024

Today, let’s look at seven ways you can change habits to improve your return on investment. Before we launch into that, let’s review what is happening with habits at a psychological level. Customers have habits. So, if your customer is habitually buying your competitive product or service, how do you change that?

Education 221

Education Feedback Call Center Marketing 221

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. ” One is the Actual Self, which is what we observe in our behavior and how we perform. .”

Feedback 195

Feedback Marketing Sales Personalization 195

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

Beyond Philosophy

SEPTEMBER 23, 2021

We all want customers that return and buy more for us. Returning customers often buy more than new customers and require fewer resources to attract. So, how do you get customers to come back? . I went outside my own resources to get you an answer to that question.

Airlines 273

Airlines Feedback Self service Best practices 273

Beyond Philosophy

JULY 16, 2020

Today, we decided to address memory and how crucial it is to enhance your customers’ recollections of their experience with you. Chen says that the Return Trip Effect describes how, when you go somewhere you are looking forward to, the trip to the destination often feels like it takes longer than the one going back.

Feedback 486

Feedback Consulting Consulting Government 486

Beyond Philosophy

MAY 28, 2020

It seems logical to do what everyone else is doing successfully when you get into business. It makes no sense at all to do it differently, does it? It won’t be good for your career, your team, or your bottom line. So why is it that doing something different does create such success for specific brands?

Metrics 371

Metrics Engineering Consulting Consulting 371

Beyond Philosophy

OCTOBER 7, 2021

To most companies, it invariably means “customers give us all their money.” ” But that is not what loyalty is. So, today we’re going to talk about the five rules that will build customer loyalty. Or you can listen to the latest episode of my podcast here. That’s what loyalty is.

Airlines 432

Airlines Banking Accountability Customer centricity 432

Beyond Philosophy

MAY 18, 2023

EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives. Having a high EQ is vital to customer service. So, what is EQ?

Management 195

Management Personalization Call Center Customer Experience 195

Beyond Philosophy

JULY 20, 2023

So, I thought we would talk about this here, too, because many of you probably are wondering the same thing. It is hard to figure it out when you are too close to something. You focus on what you know about it instead of why what you know matters to other people. ” It means to calm down.

Marketing 270

Marketing Best practices Customer centricity Engineering 270

Beyond Philosophy

APRIL 16, 2021

These rules for managing company politics are here because no one ever officially tells you how to deal with them. Realize that sometimes you need to lose a battle to win the war. Focus on the customer. Do a good job. The larger the organization, the more power you had. Don’t be naïve.

Management 370

Management Consulting Consulting Personalization 370

Beyond Philosophy

APRIL 13, 2023

In addition to being the subject of several research projects in psychology, it’s also a powerful marketing tool—if you know how to leverage it. However, during my fuming, it also occurred to me that FOMO is a powerful driver of customer behavior. You don’t want to miss the next trend or viral meme.

Marketing 195

Marketing Accountability Education Management 195

Beyond Philosophy

APRIL 23, 2020

The Endowment Effect can significantly affect your customer-driven growth on both sides of the customer and brand equation. The Endowment Effect can significantly affect your customer-driven growth on both sides of the customer and brand equation. It’s a nice mirror.”. It is a lovely mirror. Still, there it sits.

Journey mapping 449

Journey mapping Consulting Consulting Marketing 449

Beyond Philosophy

NOVEMBER 16, 2023

Some of you have that same problem, so I decided to share eight ways he can make that happen here in the newsletter. Before we get into that, let’s remember a foundational element of success in marketing and sales tactics: before you plan and execute, think about what you want to get out of it.

Sales 195

Sales Education Advertising Marketing 195

ShepHyken

NOVEMBER 1, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Service Is Free by Seth Godin. Seth’s Blog) Customer service is expensive.

Customer Service 190

Customer Service B2B B2C Personalization 190

CSM Magazine

JANUARY 24, 2024

No matter what business you have, you’re going to need some form of customer service. It’s the only way to ensure that your customers are getting the assistance they need. There will be someone who can’t work out how to add money to their account, or someone who has forgotten what the different poker hands are.

Customer Service 59

Customer Service Accountability Feedback Customer Support 59

VirtualPBX

JANUARY 23, 2024

Guest Blog If you deal with large volumes of data – like call centers tend to – you may find yourself a target of cyber criminals and your cybersecurity may be at risk. The trouble with cybersecurity is that it’s only ever as good as its weakest point. Denial-of-service. Does every office have CCTV?

Call Center 98

Call Center Engineering Education Best practices 98

Nicereply

FEBRUARY 23, 2022

Here is a brief overview of what NPS means, how is NPS calculated, and what is a good NPS score to achieve. What does NPS mean? The NPS means Net Promoter Score and it’s a metric specifically developed to measure customer loyalty, judging by a customer’s likelihood to recommend a product to others.

Metrics 98

Metrics Surveys Customer Support Customer Service 98

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.

Enterprise 103

Enterprise Best practices Marketing Sales 103

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. What is First Call Resolution (FCR) in Call Center Metrics? Contact Center Trends 2021. cctr #fcr Click To Tweet.

First call resolution 125

First call resolution Call Center Metrics Contact Center 125

Customer Service Life

OCTOBER 28, 2023

One such thing was requiring my team to end every call by asking customers, “Is there anything else I can help you with.” In an article, that is still one of my most commented-on blog posts , I spoke of the true intent of this question. actually means, “Customer, you’ve been talking for a long time.

Contact Center 104

Contact Center Average Handle Time Surveys Customer Support 104

Lumoa

AUGUST 18, 2022

“How likely would you recommend (insert business name) to someone?” ” – a never-ending question asked to a customer in multiple ways and various forms. I mean, we get it. I mean, we get it. Furthermore, it fairly makes it easier to close the loop with the customers in the process.

Surveys 83

Surveys Journey mapping Feedback Customer centricity 83

ProProfs Blog

OCTOBER 30, 2020

Are you happy with our product? How likely will you recommend our product to your family or friend? These customer survey questions are a great way to check your customer’s happiness with your products and services. . Through this blog, let’s learn to write effective survey questions and win more customers!

Surveys 158

Surveys Feedback Customer Support Construction 158

customer sure

NOVEMBER 11, 2014

In the last few weeks you might have noticed that we’ve changed course on our blog strategy. People whose businesses are thriving on great customer service. Hopefully you’ve found our recent content more useful. Ellovi told us how they inspire customer loyalty. Our initial blogging strategy.

Feedback 91

Feedback Metrics Customer centricity Customer Service 91

CallSource Insights

NOVEMBER 29, 2022

Your business reputation is what will build trust and loyalty among customers, and it’s also one of the first things that potential customers will take into consideration when deciding whether or not to do business with you. You can also check out our reputation management tools for businesses here.

Benchmark 97

Benchmark Automotive Feedback Sales 97

Nicereply

FEBRUARY 25, 2020

Companies are storing three times as much data on Zendesk as they did five years ago, and twice as much data per customer. When it comes to knowing what customers really want, data can be illuminating. These six trends might surprise you, but they should definitely impact the way you think about helping your customers.

Customer Experience 100

Customer Experience Chief Customer Officer Self service B2C 100

ProProfs Blog

MARCH 27, 2020

Remember when your business had limited platforms, mostly email, mail, and phone support, to help customers reach your brand? No wonder customers today are more concerned about how their customer support experience might turn out with a brand. best customer experience. ”. best customer experience. ”. Tweet this.

Multichannel 158

Multichannel Customer Support Analytics Entertainment 158

Fonolo

NOVEMBER 29, 2023

Active listening is an essential skill for contact center agents for one very good reason: customers want to be heard. Come to think of it, everybody wants to be heard! Of course, customers want a lot of other things , too. Call-backs are great for bridging the gap between self-service and live calls, by the way.)

Contact Center 87

Contact Center Airlines Self service Healthcare 87

Blueship Call Center

DECEMBER 12, 2023

They approach call center order taking services that have experience in the relevant sector or domain and can meet their objectives by offering services and technology that can increase revenue and improve customer satisfaction. So where do you begin your search for a call center outsourcing vendor?

outsourcing 73

outsourcing Call Center Business Process Outsourcing Contact Center 73

Nicereply

APRIL 12, 2023

A strong customer service team culture is the direct result of trusting, engaged employees. Team culture has become a bit of a buzzphrase over the past few years, but for good reason. People spend a lot of time at work and walking into a nightmare environment with a team you don’t really jive with can take its toll.

Customer Service 98

Customer Service Feedback Healthcare Education 98

ChurnZero

MARCH 10, 2023

Are you interested in using AI to make your Customer Success job easier? If so, this article is for you! We’ll walk through how to write prompts to help you better serve your customers, with examples you can add to your CS toolkit. Generative AI will provide content and help you connect ideas and concepts.

Scripts 98

Scripts Accountability Feedback Marketing 98