ShepHyken

MAY 3, 2019

The reason is in their names: They’re right where their customers are, and they’re convenient. They’ve established just what their shoppers want to be able to run in and grab, be it a hot snack, a cold drink, or gas for the car and ice cream for the kids. Easy: The New Loyalty. CX for Busy Lives. This idea isn’t really new.

Chatbots 284

Chatbots Customer Experience Marketing Customer Support 284

JivoChat

AUGUST 22, 2023

Learning how to start a travel blog will help you share your passion for visiting different places and getting to know cultures from other countries all around the world. It’s an opportunity to give your perspective on traveling and that’s what can make your blogpost unique. Will you make videos for your blog too?

Engineering 75

Engineering Analytics Best practices Customer Support 75

ShepHyken

FEBRUARY 15, 2019

Things like proper name pronunciation (e.g. it’s E-LEE-NAH, not ELLE-N-AH), their pet’s name, favorite colors, you name it. Not only do you want your staff to feel in control of what they’re doing, but you want features that make typically unpopular tasks much easier to perform. It helps them personalize their service.

Sales 220

Sales Personalization Feedback Management 220

ShepHyken

AUGUST 25, 2017

They use data from what the customer is saying to personalize the interaction. What’s most important in any customer service interaction is providing your customer with exactly what they need and providing personalized service. Many small businesses are looking for ways to streamline communication.

Chatbots 367

Chatbots Customer Service Best practices voip 367

ShepHyken

MARCH 29, 2019

Give buyers what they want, at the right price and time — and you’ll make them buy more and stay loyal to you. As PWC recent study reveals , the price is what makes consumers shop at a particular retailer; the desired item being in stock, trust to the brand and a good location come next. What makes such price optimization efficient?

Customer Experience 259

Customer Experience Accountability CRM Enterprise 259

ShepHyken

NOVEMBER 15, 2019

But what about ways a cloud IVR could achieve the cliché and “delight” your customers — or, dare we say, even surprise them? This sort of dynamic IVR can surprise your customers by: Immediately recognizing them and greeting them by name. Offering faster, more convenient service at literally any time. Get Straight to the Point.

Interactive Voice Response 232

Interactive Voice Response Customer Experience Self service Contact Center 232

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. Notably, millennials like to do things a little differently from the generations of yore. But, believe it or not, this can actually serve companies well.

Customer Service 243

Customer Service Self service Customer Support Scripts 243

ShepHyken

DECEMBER 13, 2019

Know the difference between what you need and what you want, and know your bottom line. Know the difference between what you need and what you want, and know your bottom line. What will happen if unforeseen costs are encountered? Get it right, and you give the initiative the very best chances for success.

APIs 254

APIs Enterprise Government Customer Experience 254

ShepHyken

AUGUST 16, 2019

What you need: ? What you’ll need: ? Set aside time at the beginning of the game to discuss what the comic will be about and what each person will draw. Set aside time at the beginning of the game to discuss what the comic will be about and what each person will draw. improve team cohesion ?. Blindfolds ?

Personalization 215

Personalization Customer Service Marketing Sales 215

ShepHyken

JANUARY 26, 2018

Pay attention to what customers are saying. Take advantage of what you are seeing and hearing and then use what you’ve learned to surprise your customers with amazing and exceptional customer service. – Shep Hyken. The issue was that the attendant was looking for the reservation under my name, not my friend’s name.

Consulting 208

Consulting Consulting Customer Service Sales 208

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. 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

MARCH 16, 2018

Freud famously asked, “What does a woman want?” In relation to the work you do, come up with five answers to this question: “What do customers want?”. What other types of customers can you identify? If you have time, record what experience has taught you about the best way to deal with each type of customer.

Customer centricity 192

Customer centricity Personalization Customer Service Customer Experience 192

ShepHyken

JULY 29, 2016

This week on our Friends on Friday guest blog post my colleague, Ross Clurman, writes about how important it is to personalize the customer service experience. Personalizing the customer service experience is much more than including a first name and the day of the week in your message. Shep Hyken.

Personalization 224

Personalization Customer Service Customer centricity Marketing 224

ShepHyken

OCTOBER 21, 2016

This week on our Friends on Friday guest blog post my colleague, Merrick Rosenberg, explains how important it is for salespeople to incorporate personality style into the selling process. The problem is that other people don’t necessarily want what we want. What he lacks in detail he makes up for with energy and passion.

Sales 309

Sales Personalization Analytics 309

Steve DiGioia

FEBRUARY 7, 2022

It seems that no matter how many times you talk to him, he continues to “forget” to do what he’s told or at worst, intentionally refuses to do it. So, what do you do with an employee like this? But even one who gives you a line like this; “ Is it really that important that I’m wearing my name tag?

Enterprise 345

Enterprise Management Accountability Customer Service 345

ShepHyken

NOVEMBER 2, 2017

Taking a look at your closest competitors and analyzing not just what they do well but what customers also dislike can help your organization to take a step in the right direction to improving your customer’s experience. What do you like about it or dislike? Don’t address the visitor by their name enough. Social Media.

Customer Service 192

Customer Service Advertising Scripts Feedback 192

ShepHyken

FEBRUARY 10, 2017

This week on our Friends on Friday guest blog post my colleague, George Aveling, shares an experience he had demonstrating unconscious bias during the customer experience. His name was Robert. We spoke about family, what we did, and our views on life. This was a case of what is called “unconscious bias”. Shep Hyken.

Education 185

Education Consulting Consulting Personalization 185

ShepHyken

APRIL 14, 2017

This week on our Friends on Friday guest blog post my colleague, Jaime Scott, writes about how engagement is crucial to delivering an excellent customer service experience. What this serves to demonstrate is that ultimately organizations will depend more on human creativity, not less.

Contact Center 206

Contact Center Employee engagement Technology Metrics 206

ShepHyken

SEPTEMBER 7, 2018

What’s one way your team can use input from your customers to build trust with future buyers, and help drive more interest and revenue for the company? Because your team holds the keys to customer relationships, you do have a unique opportunity to enable marketing and sales. A review program. This is a problem for vendors.

B2B 201

B2B Surveys Sales Marketing 201

ShepHyken

OCTOBER 5, 2022

Brian Knight , a professional speaker on team performance, posted the story on his blog. It almost didn’t happen but for an extraordinary effort from a woman named Suzanne.” . After doing some online research, he found a dealership (the Genesis dealership in Littleton, Colorado) that had what he wanted. And he has. .

Sales 307

Sales Customer Service Advertising Customer Experience 307

CX Accelerator

MAY 25, 2022

So, I took to Twitter to see what ideas others in the CX space have. I don’t take credit for any of these ideas and you can see the full thread of replies and who contributed what , here. 68 Customer Support Email Address Name Ideas. How this works: Use the email address name + @ sign to add before your brand’s domain name.

Customer Support 316

Customer Support Wait times Self service Best practices 316

ShepHyken

JULY 8, 2016

This week on our Friends on Friday guest blog post my colleague, Mike Schoultz shares a few customer experience stories that demonstrate how companies have handled customer experiences, some well and some not so well. After learning what my sister needed to do, he invited us to sit down at his desk. – Shep Hyken. Richard Branson.

Customer Experience 189

Customer Experience Marketing Personalization Management 189

ShepHyken

JUNE 10, 2016

This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. What this means is that Marriott hotels all around the globe have long embedded such strong customer-first values into their main principle and tradition as a business.

Best practices 204

Best practices Customer Service SaaS Education 204

ShepHyken

SEPTEMBER 29, 2017

What is the goal of the experience? Paint a clear picture of what you want the outcome of your experience to be. What are the key interactions that need to be managed? The key is to have a clear, top-level vision for how your company plans to interact with your customer. STEP #2: Name your experience leaders.

Employee engagement 135

Employee engagement Feedback Customer Experience Management 135

ShepHyken

MAY 26, 2017

Ronaldo and Messi, two of the most gifted footballers of our generation, have a renowned reputation for continuously improving their numbers – goals, assists, trophies, you name it – with each season. So, what are the most-necessary Customer Experience metrics your Business should keep tabs on? Shep Hyken. seconds in 2009!

Metrics 227

Metrics Customer effort Customer Experience Surveys 227

Steve DiGioia

JUNE 26, 2023

Use the Customer’s Name Keep the “small town feel” in your business where you know the customer by name and use it in all your interactions. Use the Customer’s Name Keep the “small town feel” in your business where you know the customer by name and use it in all your interactions. What Else Can You Do?

Customer centricity 195

Customer centricity Coaching Metrics Accountability 195

Steve DiGioia

MAY 23, 2022

But what if you work at a location that is having difficulty maintaining the corporate standards because your venue doesn’t conform to the design that the standards were developed for? Or what if you’re a franchised hotel that cannot match the rates of the corporate properties because you don’t offer the same amenities?

Personalization 361

Personalization Marketing Customer Service 361

Comm100

JUNE 15, 2022

What is a customer experience (CX) program? Launching a customer experience program – What do you hope to achieve? Maximizing the amount of feedback you receive is one of the best ways to identify what improvements need to be made, driving your overall customer experience program. Push for change actively. Prioritize.

Customer Experience 86

Customer Experience Journey mapping Surveys Feedback 86

Mindtouch

JULY 11, 2018

We’re pleased to share good news: the MindTouch blog has been named a Best Customer Service Blog by CreditDonkey. Considering what good company we’re in, pleased is an understatement—we’re positively verklempt. You know, for all you customer service blog shoppers out there. What’s in a good customer service blog?

Customer Service 59

Customer Service Self service Customer Experience Management 59

Beyond Philosophy

FEBRUARY 27, 2020

I blame their naming. Academics have great information, but a terrible naming skills. . Hyperbolic Discounting is what happens when we have the choice between a reward now and a reward later. Hyperbolic Discounting is what happens when we have the choice between a reward now and a reward later. But, I digress.

Consulting 468

Consulting Consulting Education Sales 468

CX Accelerator

NOVEMBER 7, 2023

When I called the airline, I explained to them that I didn’t have my booking code — and apparently my name, credit card number, location, and approximate time of the flight were not enough to find my reservation. It’s at that point I realized that I never received an email from the airline after booking my flight. Again, huh?

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

CX Accelerator

APRIL 1, 2022

But what I learned from this encounter was that, more than anything, customers want a level of transparency that tells them what happened and what we’re going to do to prevent it from happening again. If I tell the customer what happened, could I potentially get in trouble with the “legal department” and lose my job?

Government 266

Government Contact Center Personalization Customer Service 266

Comm100

DECEMBER 8, 2020

What is a Chatbot? Another name for a chatbot is ACE, namely Artificial Conversational Entity. Complaints, clarifications, recommendations, you name it. Owning a business is not a piece of cake. It takes careful management of a lot of moving parts. It takes patience and dedication. Enter automation.

Chatbots 53

Chatbots Scripts Sales Personalization 53

The Center for Client Retention

DECEMBER 21, 2017

Before you ring in the new year, we’ve compiled this list of top blog posts based on traffic to the Gaggle Speaks Blog and the number of shares each post received. What the New Features in Google Vault Mean to K-12 Administrators. What Kids are Saying in Text Messages. Children Safety Online: What Can Parents Do.

Education 69

Education Accountability Technology Management 69

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. We were also named “Best Customer Success Tool” by the Customer Success Collective ! By consistently reinventing ourselves, we ensure we’re always ready to meet your business needs.

Enterprise 111

Enterprise Best practices Analytics Metrics 111

Jon Arnold

NOVEMBER 10, 2017

This is a handy reference post if you want a 5 minute snapshot of what's driving contact center technology and what's coming next. This is a handy reference post if you want a 5 minute snapshot of what's driving contact center technology and what's coming next.

Contact Center 80

Contact Center Technology Benchmark Consulting 80

ProProfs Blog

JANUARY 18, 2022

For this reason, a marketing questionnaire can help you find out what your customers want and think. In this blog, we have gathered a list of 90+ market research questions that you can use for conducting in-depth market research surveys. What are Market Research Questions? What are Market Research Questions?

Marketing 145

Marketing Surveys Feedback Education 145