ShepHyken

AUGUST 31, 2021

Creating Consistent Exceptional Customer Experiences. They discuss how to create experiences that customers want to talk about. Top Takeaways: An Experience Maker is that person in an organization that wears the customer hat at all times. They think through every business problem from a customer’s perspective.

Coaching 356

Coaching Marketing Customer Care Customer Experience 356

Bill Quiseng

DECEMBER 6, 2023

Ultimately, your employees will exceed customer expectations. Whether it is through recognition programs or your visible management, your employees must sense and believe in your conviction that they are your competitive edge – the reason why customers will return to your business. Be GREAT out there! Don’t just be good.

Employee engagement 158

Employee engagement Management Personalization Customer Service 158

Beyond Philosophy

JANUARY 25, 2024

Since my request, we were lucky enough to have a new one from Justin Stafford ( justin@customersmarts.co ), founder of Customer Smarts , based in Sydney, Australia, and podcast host of “Customer Smart.” Justin shared how sports can teach us a lot about how to improve your Customer Experience. It’s not glamorous.

Customer Experience 195

Customer Experience Customer centricity Finance Sales 195

Steve DiGioia

MAY 2, 2022

So, what can pro wrestling teach us about customer service? The Keys to Great Customer Service. We are all well aware that great customer service can only be achieved by: Anticipating the customer’s needs. Focusing on the customer’s safety. Anticipating the Customer’s Needs.

Customer Service 328

Customer Service Entertainment Morale Scripts 328

Bill Quiseng

FEBRUARY 7, 2022

Don’t serve to satisfy customers. The customer does not “journey” sequentially over time, from start to finish. The more ow, the more disgustingly memorable the experience, the more disloyal the customer. The more ow, the more disgustingly memorable the experience, the more disloyal the customer.

Customer Experience 130

Customer Experience Personalization Customer Service 130

Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. We discussed the profitability of lousy customer service on a recent podcast.

Customer Service 470

Customer Service Consulting Consulting Wait times 470

ShepHyken

JANUARY 1, 2021

Sh e provides tips and examples of how to improve the customer experience with automated support emails. Email automation is a way to keep your customers happy. With automation, you improve the quality of communication and keep customers updated in a timely manner. Problem with Automated Emails for Customer Support.

Customer Service 381

Customer Service Customer Support Education Personalization 381

Bill Quiseng

DECEMBER 6, 2021

” You don’t want their answer to be, “Well, all I learned was what will get me fired.” Don’t bore your employees with rote customer service training. Instead, inspire them with a customer service education. To customers, it’s all about them, not the employees.

Customer centricity 195

Customer centricity Education Customer Care Surveys 195

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

Bill Quiseng

MAY 10, 2023

So I encourage you to remind yourself and your colleagues every day about each one of these 25 QUI QUOTES about customers and customer service. FIRST BEST First, be the best to your customers. When it comes to customers and customer service, don’t be just good. Customers want action, not excuses.

Customer Service 78

Customer Service B2C Customer Care Advertising 78

Beyond Philosophy

FEBRUARY 20, 2020

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. We spoke with Messina in a recent podcast about how a brand can humanize itself for its customers. Chatbots can have these personas, too.

Construction 408

Construction Chatbots Consulting Consulting 408

Steve DiGioia

AUGUST 2, 2021

But the sights I saw were the farmer’s missed opportunity to make this ride something special and to enhance the experience of his customers. As we gently rode through the fields and had hay scratching our backsides, I realized this was one of the most boring rides I’ve been on in years. What could they have done to spread the word?

Education 230

Education Customer Service Customer Experience 230

Fonolo

FEBRUARY 27, 2023

Self-service is one of the biggest topics in CX and in the contact center world right now. While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. You may have already interacted with self-service tools as a customer.

Self service 142

Self service Contact Center Chatbots Consulting 142

Beyond Philosophy

FEBRUARY 18, 2021

Today, we will talk about what we can learn from the pandemic and discuss the five rules for changing your customer habits. Understanding habits is essential in Customer Experience management because a lot of customer behavior is habitual. So…What is a Habit? The Five Rules for Changing Your Customer Habits .

Consulting 244

Consulting Consulting Customer Experience Management 244

Bill Quiseng

JUNE 14, 2023

Once every week throughout June, I offer each one of the Three Principles to Build Customer Loyalty. QUI Takeaway: Customers pay for their experience, not your product or service. Customers seek the best emotional value in their experience, not your logically reasonable price, product, or service.

Wait times 109

Wait times Personalization Sales Customer Experience 109

SmartAction

NOVEMBER 22, 2023

Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience.

Contact Center 90

Contact Center Interactive Voice Response Virtual Agent Management 90

ConvergeOne

MAY 11, 2021

Just ask your Customer Service Representatives, "What is the toughest or most annoying part of your daily tasks?" Robotic Process Automation (RPA) is built to handle tasks that are slowing down your employees, as well as ones that are just very boring for them to do. The first was a Customer Constraint Process.

Contact Center 96

Contact Center Enterprise Accountability Technology 96

ProProfs Blog

FEBRUARY 5, 2020

What is the most dreadful thing during customer interactions? Being in a situation where you have to say No to the customer- Isn’t it? . There are times, and really often too, that a customer comes to you with a request that is just not possible for you to fulfill. If the customer is adamant, what then?

Customer Support 139

Customer Support Customer Experience Feedback Marketing 139

Taylor Reach Group

OCTOBER 8, 2021

Too often as professionals in Customer Service we report and write about lousy service, long wait times, poor follow through, weaseling phases in terms and conditions, too many steps to get satisfaction plus many, many more. I shan’t bore you with the details of the call. By John Cockerill. That was OK. Then do better.

Customer Service 142

Customer Service Consulting Consulting Wait times 142

Balto

JUNE 22, 2023

They believe in the organization’s mission and want to help achieve it. An overarching purpose, like a Customer Experience Vision , can get everyone focused on the same goal. This includes giving them the training and resources necessary to take care of their customers. Agents want to be empowered to do good work.

Contact Center 59

Contact Center Surveys Coaching Consulting 59

Hello Customer

AUGUST 17, 2020

When we look at what makes a great customer experience, it’s often the background processes that make the difference. Especially when we’re dealing with customer interaction in a digital environment, the IT structure becomes the backbone of the interaction, so here are 4 reasons why your IT team deserves more credit: 1.

Customer Experience 98

Customer Experience Feedback CRM Metrics 98

Quiq

MARCH 10, 2023

You send messages to your friends, family, and coworkers—so why not your customers? Just the idea of call centers evokes the drone of bored customer service agents, long hold times, and endlessly ringing phones. Business messaging benefits your customers, your agents, and your business. But there’s a better way.

Customer Service 87

Customer Service Benchmark Personalization Wait times 87

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. When you know what customers think about your product and your service, you’re able to plan strategically and make smart bets. Use clear and concise language 2.

Surveys 98

Surveys Feedback Customer Support Wireless 98

Toister Performance Solutions

JULY 28, 2022

The customer service leader explained his company had a customer service vision that he talked about in every meeting. A customer service vision is a shared definition of outstanding service that gets everyone on the same page. Unfortunately, employees were starting to get bored.

Customer Service 71

Customer Service Entertainment Customer centricity Management 71

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

SharpenCX

JULY 26, 2023

Every call your contact center receives brings heaps of data with it: customer information, customer preferences, product insights, customer satisfaction scores, and much more. It’s what you do with this data that makes it valuable. What is Call Center Data? It provides deeper insights on customers.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

C3Centricity

JUNE 8, 2020

After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. Having spent most of my career in consumer goods, I was invited to share what the hospitality industry could learn from the industry. They both (should) have their customers at their heart.

Customer centricity 107

Customer centricity Marketing Consulting Consulting 107

Babelforce

JULY 18, 2023

Customers today expect more than just a quality product or service – they expect an engaging, personalized experience. To give you an idea, 48% of customers in 2022 jumped ship to different brands in search of better customer service. And Salesforce’s powerful CRM platform can help make that happen.

CRM 52

CRM Contact Center Sales Call Center 52

ProProfs Blog

MAY 18, 2021

Or, will a large number of questions tire my customers and make them drop out of my survey?”. As a survey creator, you want to collect as much information as possible from your target audience. What Are the Factors That Affect Your Survey Length. Read more: What is Survey Software? How long should a survey be?

Surveys 78

Surveys Employee engagement Feedback Complaint resolution 78

Help Scout

APRIL 27, 2021

While I’m writing this in March of 2021, having just experienced a generational winter in my home state of Texas that created a source of stories I can use to bore my future grandchildren to death, I realize one nice thing about power outages is a return to books. Outside In: The Power of Putting Customers at the Center of Your Business”.

Customer Experience 117

Customer Experience Chief Customer Officer B2C B2B 117

SharpenCX

OCTOBER 6, 2021

If your contact center is filled with tired, stressed, irritable employees, your customers will notice. According to Gallup’s State of the American Workplace report, engaged employees are more likely to improve customer relationships, increasing sales by 20%. And, when your agents are stressed and disengaged, your customers notice.

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

Interactions

FEBRUARY 6, 2020

What is the Peak-End Rule? When asked which round participants would want to redo the scientists thought it was obvious- they would select the shorter round, which only lasted 60 seconds. The improvement in temperature, albeit small improvement despite the longer duration of the experience was what was memorable to the participants.

Wait times 118

Wait times Call flow Interactive Voice Response Customer Care 118

Toister Performance Solutions

MAY 20, 2021

Each visit to the post office is a reminder of a customer experience lesson that's often overlooked. Great experiences are consistent Customers trust brands, products, and services that they can count on. We tend to take consistency for granted, because it's a little boring, but we'd surely notice if it wasn't there.

Customer Experience 93

Customer Experience Best practices Contact Center Customer Service 93

Toister Performance Solutions

AUGUST 6, 2019

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. The client was unhappy about poor service quality and gave us thirty days to improve. What is a gemba walk?

Advertising 63

Advertising Management Coaching Consulting 63

Playvox

JULY 31, 2023

However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. What Is Employee Self-Service? What Is Employee Self-Service? Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce.

Self service 85

Self service Management Coaching Contact Center 85

Playvox

JUNE 7, 2023

When I worked in contact centers, people would ask what I did for a living, and I would say Workforce Management. While workforce management on the whole can sound boring, high-tech, and at times confusing, there is logic to the madness. A workforce management solution is a must in a successful customer service center.

Management 52

Management Contact Center Abandon rate Metrics 52

Nicereply

JULY 2, 2020

Communication with customers greatly affects the company’s reputation and customer loyalty. More than half of Americans will abandon their planned purchase if the service was poor. And 33% will consider changing the company if they received the only experience of poor service. Lack of active listening. Not quoted.

Management 98

Management Sales Customer Support Analytics 98