ShepHyken

OCTOBER 19, 2020

Each week I read a number of 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. What Is Voice of the Customer and What Does it Mean for Customer Experience? by Scott Clark.

Customer Service 187

Customer Service Chatbots Metrics Wait times 187

ShepHyken

NOVEMBER 28, 2016

I have added my comment about each article and would like to hear what you think too. Five Ways Artificial Intelligence is Changing the Customer Experience by Titir Pal. TechZone360) AI is also transforming the way companies interact with customers. You May Be Thinking about Customer Experience All Wrong by Danny Wong.

Customer Service 276

Customer Service Sales Customer Experience Personalization 276

GetFeedback

DECEMBER 11, 2019

With text analytics, you can examine open-text feedback for an organized, actionable, high-level view on the feelings and the comments your customers make about your company. Paying attention to open-ended feedback is crucial if you want a clear representation of your customer experience (CX). Objective results.

Analytics 88

Analytics Customer Experience Surveys Feedback 88

ClearAction

DECEMBER 30, 2017

How to Solve Customer Experience Silos Lynn Hunsaker. Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. How to Solve Customer Experience Silos.

Customer Experience 118

Customer Experience Customer centricity Metrics Employee engagement 118

ShepHyken

MAY 22, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. 5 Fun and Inexpensive Customer Appreciation Ideas by Aja McClanahan. 7 Powerful Customer Service Phone Tips by Pascal van Opzeeland.

Airlines 205

Airlines Customer Service Self service Technology 205

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. How can leaders wrap their heads around these overwhelming mandates for customer experience excellence?

Customer Experience 77

Customer Experience Journey mapping Customer centricity Best practices 77

customer sure

NOVEMBER 6, 2022

Whilst we may agree reviews provide some value, they actually do very little to improve the customer experience overall. They help to win new customers and sell more widgets. And that’s also where the problem lies: The company benefits at the expense of the customer. The main audience for reviews is prospective customers.

Customer Experience 54

Customer Experience Feedback Surveys Customer centricity 54

Beyond Philosophy

SEPTEMBER 26, 2019

At Beyond Philosophy, we have always tried to be at the cutting edge of Customer Experience, pushing the boundaries. In my first book, I wrote about customers’ emotions and the emotional experience. On Feeding the Trolls. I posted not long ago about restaurant experiences , things I liked, and things I didn’t.

Entertainment 276

Entertainment Sales Consulting Consulting 276

Beyond Philosophy

APRIL 14, 2015

Over the 13 years I worked on Customer Experience, I learned the tell-tale signs of authentic commitment. How to Check the Commitment of Your CEO: Count the number of times the CEO mentions Customers in any communication. Compare the amount of time your CEO reviews Customer feedback to the time he or she reviews spreadsheets.

Chief Customer Officer 310

Chief Customer Officer Customer Care Education Customer Experience 310

Beyond Philosophy

DECEMBER 19, 2016

King Arthur Flour is a worker-owned company focused on sustainability, education and feeding the hungry – as well as selling flour and baking mixes. The other part lies in behavioral economics, which tells us that customers behave irrationally and emotionally. Let’s talk about it in the comments section below.

Sales 353

Sales Banking Customer emotions Education 353

Beyond Philosophy

MAY 11, 2018

It’s the same kind of psychology that keeps people sitting at slot machines in Vegas for hours on end (though I’ve frankly never understood the appeal of feeding coins into a machine all day). Post your thoughts in the comments section below. Other apps appeal to our psyches in different ways. What about you?

Consulting 290

Consulting Consulting Sales Customer Experience 290

ClearAction

DECEMBER 30, 2017

How to Solve Customer Experience Silos Lynn Hunsaker. Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. How to Solve Customer Experience Silos.

Customer Experience 75

Customer Experience Customer centricity Metrics Employee engagement 75

ShepHyken

JANUARY 23, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy?

Customer Service 149

Customer Service Self service Customer retention B2B 149

Beyond Philosophy

MAY 30, 2016

As Customer Experience Consultants, we talk about White Lab Coat moments , which describe how you make a judgment about something based on the appearance of an icon. 5: Clean up your Social Media feed. Please share them with us in the comments below. I have learned much about professionalism and careers since then.

Consulting 283

Consulting Consulting Personalization Accountability 283

Beyond Philosophy

MAY 21, 2015

They realize they always need to improve their experience. We always tell our clients that building a great Customer Experience is a process, not an event. There is always a need to re-examine and redesign your experience, as your experience quickly becomes business as usual.

Customer Experience 390

Customer Experience 390

Call Center Weekly

OCTOBER 3, 2018

Leverage your customer experience and call center knowledge to hit the speaking circuit? Search by keyword and topic and add your feedback in the comments. Share your content and updates consistently and respond to all comments. Looking to grow your career? Expand into consulting and management? But where do you start?

Personalization 134

Personalization Real estate B2B Engineering 134

Beyond Philosophy

JULY 23, 2015

It’s natural these days to stop working on a project and check your feeds, see how your post is performing, or how many favorites your latest Tweet earned. And my reward will be that I will finish my tasks, and have plenty of time to go out and catch up on what I missed on my feeds. You have all done it. I know I have.

Airlines 389

Airlines Customer centricity Personalization Marketing 389

inmoment

JUNE 1, 2020

In the wake of COVID-19, the role of customer experience is at a crucial tipping point. Brands that are able to harness empathy and work toward achieving a more authentic customer experience will reach the top of its vertical and continuously achieve meaningful improvement for itself and its customers.

Customer Experience 69

Customer Experience Analytics Surveys Feedback 69

LiveChat

NOVEMBER 20, 2018

By incorporating the IoT, it is possible to not just improve sales but even enhance customer experience. It can help improve customer experience in the B2B market as well. Let’s take a look at how the IoT can help you improve customer experience. #1. Let us know in the comments section below.

Customer Experience 78

Customer Experience B2B Engineering Transportation 78

CSM Magazine

MARCH 18, 2021

Leveraging customer insights to optimise the customer experience across channels, the online pharmacy is able to help customers assess their conditions quickly, guide them along their path to purchase, and increase conversions, sales, and life-time customer value as a result.

Customer Experience 52

Customer Experience Entertainment Healthcare Banking 52

Steve DiGioia

JANUARY 9, 2017

…a tongue-and-cheek look at what customer service might be This original article was written by Steve DiGioia. Year after year we hope service and the customer experience gets better. An example, according to whatis.techtarget.com , Facebook’s News Feed uses machine learning to personalize each member’s feed.

Advertising 100

Advertising Self service Personalization Technology 100

Beyond Philosophy

NOVEMBER 10, 2015

When I need to get work done, I disconnect doing the bare minimum of correspondence or browsing feeds to focus. I’d love to hear your insight in the comments below. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Consulting 385

Consulting Consulting Customer Experience Personalization 385

Beyond Philosophy

NOVEMBER 29, 2014

Social media feeds across the USA are sporting this meme. What hasn’t changed is the importance of Building a Great Customer Experience from my book, which explains that an important philosophy is, “Great Customer Experiences are enabled by inspirational leadership, an empowering culture and empathetic people who are happy and fulfilled.”

Wireless 292

Wireless Airlines Customer Experience Customer Service 292

aircall

JANUARY 25, 2023

Key collaboration features for any Genesys alternative should include shared contacts, warm transfer, shared call inbox, and call commenting and assignments. Key analytics features include call center analytics, call monitoring software, activity feed, and call whispering. stars Pricing: Starting from $25.95

Interactive Voice Response 62

Interactive Voice Response call center solutions Analytics APIs 62

Nicereply

NOVEMBER 16, 2021

But, what is even more interesting and essential to accept is that 95% of customers will “take action” after a negative experience – like sharing concerns with friends and family, or in the worst-case, churning. Nowadays, there are so many solutions for capturing customers’ experiences. Pro: Analytics. Pro: The Price.

Surveys 111

Surveys Metrics Analytics Enterprise 111

aircall

JANUARY 11, 2023

For customer-centric teams looking for a package with added features such as IVR, analytics, and call routing, the options start at $85 per user per month. Activity feed. An intuitive and easy-to-use activity feed is essential to accurately track and manage your team’s call activity. Number of Entry-Level Integrations: 100+ .

Customer centricity 62

Customer centricity Interactive Voice Response CRM Analytics 62

ClearAction

DECEMBER 5, 2023

Likewise, for financial growth from customer experience (CX), it’s best to focus on these 4 CX metrics: CX-inspired growth CX-inspired performance CX-inspired strategies CX-inspired efficiencies These 4 metrics synchronize your value proposition and what customers get. Does it cost you when a department is out of sync?

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

Beyond Philosophy

DECEMBER 23, 2015

Like with social media engagement, you have to understand that emotions drive Customers’ behavior. Then you design an experience that evokes the emotions in your Customer Experience that drive the most value for your bottom line. Our Emotional Signature ® concept addresses the emotions in your Customer Experience.

Consulting 186

Consulting Consulting Personalization Customer Experience 186

Mindtouch

AUGUST 7, 2018

The enormous time investment it takes to review every customer comment. After all, while Customer Experience metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), or Customer Effort Score (CES) are important indicators of customer sentiment and account health, the why behind these scores are the true value for CX.

Feedback 77

Feedback Customer effort Accountability Metrics 77

CSM Magazine

NOVEMBER 27, 2020

The webinar participants were asked whether insurers were using technology such as chatbots and conversational AI to triage customer enquiries coming into the contact centre, so that routine enquiries could be answered via a digital assistant, allowing contact centre colleagues to focus on the most critical calls.

Wait times 98

Wait times Chatbots Enterprise Technology 98

ShepHyken

JULY 20, 2018

This week we feature an article by Daniel Bakst who writes about how important it is to monitor and respond to comments on social media and review sites about your brand. – Shep Hyken. Depending on the size of your organization, there could be a constant feed of incoming messages being sent to your various social media accounts.

Feedback 118

Feedback Customer centricity Accountability Customer Experience 118

JivoChat

MARCH 21, 2023

Another option is to make a question, give the answer options, and ask people to leave their answers in the comments. Many marketing decisions and actions to improve customer experience can be enhanced by asking your clients’ opinions via Facebook polls. After that, all you have to do is wait for the answers.

Accountability 75

Accountability Marketing Personalization Surveys 75

Steve DiGioia

MARCH 24, 2016

But as a guest in a hotel that can’t dine in one of their busy restaurants because they are over-booked, understaffed and not able to feed the throngs of guests that are entrusted to them, they will not have that option. Leave a comment below and add to the discussion. What have you done for me lately? Image courtesy of [link].

Accountability 140

Accountability Personalization Customer Service Customer Experience 140

JivoChat

MARCH 21, 2023

Another option is to make a question, give the answer options, and ask people to leave their answers in the comments. Many marketing decisions and actions to improve customer experience can be enhanced by asking your clients’ opinions via Facebook polls. After that, all you have to do is wait for the answers.

Accountability 52

Accountability Marketing Personalization Surveys 52

Taylor Reach Group

MAY 14, 2019

The enjoyment to be had was contained within a small window of experience and replay-ability reserved for the most dedicated of fans. Box for comments and feedback. Unless the silence is a frantic attempt to refund everyone, keep communicating to your fans and paid customers.

Customer Service 121

Customer Service Consulting Consulting Morale 121

aircall

JULY 28, 2021

We provide you with cloud-based call center software that can help workers improve customer experiences, even while working remotely. Our top-of-the-line cloud phone system has many features, including: The ability to set up international numbers to avoid high phone bills when dealing with customers in multiple regions.

Real estate 104

Real estate call center software Call Center Wait times 104

TMP Direct

APRIL 22, 2021

As nascent applications in artificial intelligence gained traction in the 2000s, call centers were more focused on using tech to reduce costs than they were on improving customer experience. First, the mass adoption of smartphones, social media, and consumer-friendly apps changed customers’ expectations forever. billion by 2024.

Call Center 52

Call Center Benchmark Interactive Voice Response Customer centricity 52