ShepHyken

FEBRUARY 11, 2019

Each week I read a number of customer service and customer experience articles from various resources. Anatomy of the VP Customer Experience Role by Lynn Hunsaker. The author posted additional content when she posted and responded to comments and feedback. Here are my top five picks from last week.

Chief Customer Officer 142

Chief Customer Officer Customer Service Feedback Customer Experience 142

ShepHyken

APRIL 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. My Comment: Data and personalization ate HOT topics in marketing and customer experience. Some are exciting.

Customer Service 204

Customer Service Personalization Self service Metrics 204

Vcaretec

JUNE 6, 2022

Connect: @RoyAtkinson Chip Bell Bio: Customer Service Expert, Keynote Speaker, Business Consultant, Author of 'Sprinkles.' Connect: @carolynblunt Marsha Collier Bio: Author 48 books: Social Media Commerce, eBay, Online Customer Service. Customer Service, Customer Experience, CRM Cloud. corporations.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

ChurnZero

NOVEMBER 24, 2020

“Because leadership doesn’t value our contribution, or all the behind-the-scenes work that goes into keeping our customers happy – especially when dealing with problems like product bugs or bad-fit customers that were never our fault to begin with; we can’t control the cards we’re dealt. OK, ready for some tough love? Work Laterally.

SaaS 59

SaaS Engineering Sales Coaching 59

ShepHyken

MARCH 31, 2023

You probably remembered it because it’s not always the norm, and there is a perception that great customer service has been harder to find. A recent NBC poll found that 75% of respondents believe customer experience has worsened after the pandemic, with 78% saying they’ve had to contact a company multiple times to obtain a resolution.

Customer Service 167

Customer Service Chatbots Surveys Personalization 167

Callminer

NOVEMBER 9, 2020

Luckily, there are ways to spot inbound call fraud in real time, allowing agents to take back control over customers’ security without jeopardizing the overall customer experience. They use tactics like flattery to build trust and name drop authorities in the business to instill fear.

Call Center 345

Call Center Banking Accountability Engineering 345

Eptica

OCTOBER 4, 2017

Date: Friday, October 6, 2017 3 reasons why multichannel customer service is important to NHS BSA. Author: Pauline Ashenden NHS Business Services Authority provides a range of critical central services to NHS organisations, NHS contractors, patients and the public. Bridging the chat gap in customer experience.

Multichannel 48

Multichannel Customer Service Self service Customer Experience 48

ViiBE Blog

JUNE 15, 2023

Anna Gorina June 15, 2023 Share this article Contents Share this article Contents Co-browsing vs screen sharing. Both are powerful tools that enable teams to collaborate remotely, share information, and provide real-time support to clients and customers. ViiBE Blog Screen-sharing vs co-browsing: what to choose for your business?

Technical Support 52

Technical Support CRM Technology Education 52

Russel Lolacher

AUGUST 15, 2018

What if no matter what you did to better serve your customer, it didn’t matter at all? This is the Customer Experience Storytime tale of… A Delivery Most Foul. ACT ONE: David and Anna had just moved in together. While browsing the mattresses, a sales person would pop in and out of discussions David and Anna were having.

Morale 48

Morale outsourcing Personalization Sales 48

Russel Lolacher

AUGUST 15, 2018

What if no matter what you did to better serve your customer, it didn’t matter at all? This is the Customer Experience Storytime tale of… A Delivery Most Foul. ACT ONE: David and Anna had just moved in together. While browsing the mattresses, a sales person would pop in and out of discussions David and Anna were having.

Morale 40

Morale outsourcing Personalization Sales 40

ShepHyken

NOVEMBER 7, 2022

Each week, I read many customer service and customer experience articles from various resources. If You Don’t Love Your Customers, Someone Else Will by Melissa Henley. Whether you call it compassion, or kindness or respect, love for customers is key to setting your organization apart. “All All You Need Is Love.”

Customer Service 36

Customer Service B2B Customer Experience Marketing 36

The Petrova Experience

MARCH 21, 2023

And, ultimately, how this technology affects empathy not only in customer experience design , but in our shared understanding of human experiences. LinkedIn, owned by Microsoft, has been pushing unsolicited “invitations” to “co-author” articles on Customer Experience topics.

Government 52

Government Airlines Technology Accountability 52

SharpenCX

OCTOBER 6, 2021

Employees are more likely to experience burnout and disengagement if placed in positions or given tasks repeatedly that don’t align with those interests and strengths. And, when your agents are stressed and disengaged, your customers notice. Perhaps you have an agent — Anna — who has incredible attention to detail.

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

Liveops

JANUARY 18, 2019

Anna Brockway also extolls the benefits of working with stay-at-home moms. If 5 million wanted to work 20 hours per week, that’s 5 billion annual hours of possibility, with much of that time currently spent on housework, television or online activities that women would jettison for the right opportunities,” wrote author Laura Vanderkam.

Healthcare 92

Healthcare Airlines Finance Education 92

Mindtouch

SEPTEMBER 22, 2017

Andrew Davis , VP Partner Experience, RapidScale — @Rapid_Scale — [link]. Anna Parker , Founder, Communications for Results — @aparkerrichards — [link]. Jane Bozarth , Author, Learning Solutions Magazine — @JaneBozarth — [link]. Marvin Storey , Director Customer Experience Personal Systems, HP — @HP — [link].

Consulting 54

Consulting Consulting Education Enterprise 54

JivoChat

FEBRUARY 24, 2021

Rent remarketing pixels from authority sites. Another way to get more sales for your Shopify store is to rent remarketing pixels from authority sites and highly-relevant niche blogs, and then retarget that audience with Facebook Ads for your store. Anna Rillahan. Patrick Tedjamulia. VideoPeel | Co-Founder & CEO.

Sales 59

Sales Advertising Marketing Personalization 59