ClearAction

MAY 25, 2023

Growth via Massive Customer Experience Savings Lynn Hunsaker Customer experience savings are NOT about automation or slashing value to customers! Your enterprise goals are to continually increase value to investors, so by definition, you must continually increase value to customers. Well, you CAN!

Customer Experience 118

Customer Experience Chief Customer Officer Enterprise Accountability 118

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Global Response

FEBRUARY 28, 2024

As small businesses gain traction and expand their services, real growing pains can set in. With limited staff and resources, small businesses often struggle to provide high-quality customer support and stay focused on core business practices. Call centers provide 24/7 access to trained professionals specializing in customer care.

Call Center 62

Call Center Customer Experience outsourcing Brand ambassadors 62

NobelBiz

DECEMBER 11, 2023

Call flows play a vital role in seamlessly directing customer calls to the right place within your organization. They act as pathways that guide calls from the very beginning to a successful resolution, ensuring a seamless and efficient customer experience. This can be a local, non-geographic, or custom vanity number​​.

Call flow 106

Call flow Interactive Voice Response Customer Experience Contact Center 106

Beyond Philosophy

JUNE 12, 2015

With all the focus on Customer Experience over the years, and the increasing resource that organizations have put into improving the Customer Experience, what have been the results? The American Customer Satisfaction Index (ACSI) uses an overall U.S. Trend #3: Creating a Customer Experience Team for your company.

Customer Experience 343

Customer Experience Customer centricity Employee engagement Call Center 343

ShepHyken

OCTOBER 11, 2019

In fact, you probably spend time trying to inspire people (yourself and team members) to serve and create loyalty-building experiences for other people (customers). This type of effort likely has placed you on a challenging yet rewarding journey toward customer experience excellence. Michelli, Ph.D.

Technology 238

Technology Customer Experience Personalization Engineering 238

Beyond Philosophy

MARCH 8, 2017

Neither of them provides a Customer Experience worth mentioning—at least not in a positive light. We asked the Customer Experience professionals there to name a Telecom they admired for the experience they provided. Rather than this be a rant let’s look at the key issues with Telecom’s Customer Experience?

Customer Experience 312

Customer Experience Customer centricity Engineering Consulting 312

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Because even though most businesses work hard to offer excellent service , today’s savvy customers notice so much more. They also share and compare their experiences with your business against the biggest brands in the world.

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Customer Experience 83

Customer Experience Healthcare Metrics Customer emotions 83

ShepHyken

DECEMBER 14, 2018

This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Customer loyalty is built on trust. Every employee working with customer data needs to consider their treatment of data very carefully.

Customer Experience 256

Customer Experience Government Coaching Customer retention 256

TeamSupport

APRIL 24, 2023

As a customer support professional, you understand that customer experience is one of the key components to a successful business. Because of this, you’re continuing to navigate through the ever changing landscape of customer service by implementing solutions that enhance the customer experience.

Customer Experience 98

Customer Experience Chatbots B2B Customer centricity 98

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. How do you handle a bad customer service experience ? It is when it happens.

Customer Service 357

Customer Service Benchmark Customer Experience Surveys 357

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. by Carl Smith.

Customer Service 352

Customer Service Government Customer Experience Marketing 352

Lumoa

JULY 21, 2022

There are many factors contributing to this result, but one of the most impactful may just be the change in needs and expectations from telecom’s customers. . During the pandemic, European telecommunications providers had to meet the need for new services and adjust to a rapidly growing demand.

Customer Experience 94

Customer Experience Telecommunications Metrics Feedback 94

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Customer Service 156

Customer Service Chatbots Customer Experience Contact Center 156

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. Bad Customer Service Puts $3.7 Trillion in Sales Annually at Risk by Bruce Gil (Quartz) Bad customer experiences could cost organizations around the world $3.7 My Comment: Read the title again!

Customer Service 151

Customer Service B2B B2C Engineering 151

NobelBiz

MARCH 12, 2024

Customer demands are ever-changing and more often than not, they become more and more difficult to keep up with for a lot of businesses. Customers today expect seamless and personalized interactions across all touch points. Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

ShepHyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. Should the Chief Experience Officer Cease to Exist? My Comment: The CXO (Chief Experience Officer) has been a recent addition to the C-Suite in the past five or so years. by Mary Drumond. Their conclusion?

Chief Customer Officer 359

Chief Customer Officer Customer Service Best practices Contact Center 359

Fonolo

SEPTEMBER 29, 2020

Both Amazon and Apple have nurtured their business growth by investing heavily in reducing friction in their customer experience. The rest of the marketplace has followed suit; the average budget allocated to customer service and support has grown substantially in the last few years. Stop making customers call you!

Customer Experience 141

Customer Experience Abandon rate Interactive Voice Response Self service 141

Nicereply

FEBRUARY 29, 2024

A good customer experience builds customer loyalty and brand value, helping you reach a wider audience through word-of-mouth marketing and other marketing strategies. When creating a friction-free customer experience across all touchpoints, you first put customers in the center.

Customer Experience 59

Customer Experience Journey mapping Analytics Feedback 59

Spearline

MARCH 23, 2022

By utilizing WebRTC in your application you kept your customers happy by eliminating the need for them to download anything. The peer-to-peer technology enables your customers to speak directly from one web browser to another; providing them with higher performance and lower latency. These are things you have limited control over.

Customer Experience 119

Customer Experience Contact Center Technology Customer Service 119

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. And if you want to earn your customers’ trust, give them a consistently good customer experience. Here are my top five picks from last week.

Customer Service 142

Customer Service Best practices Metrics Banking 142

Lumoa

NOVEMBER 17, 2022

The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. Customers search for easy shopping solutions on clear, engaging websites. Customer Experience in E-commerce Trend Predictions for 2023. trillion by 2025.

Customer Experience 83

Customer Experience Chatbots Feedback Customer Support 83

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 107

B2B Customer Experience B2C SaaS 107

Chip Bell

NOVEMBER 17, 2020

Chip is one of the most talented and seasoned customer experience professionals globally, and I am grateful for his colleagueship and support. Most business owners and leaders want to provide experiences that drive customer engagement, loyalty, and referrals.

Customer Experience 111

Customer Experience Wireless Consulting Consulting 111

Blueship Call Center

SEPTEMBER 12, 2023

To be quite honest, handling every procedure needs a team effort and professional guidance. Every company wants to develop fruitful customer connections. Here, the demands of the clients are met when to outsource order processing services. Due to eCommerce, completing this process has equal importance as acquiring new customers.

outsourcing 68

outsourcing Customer Experience Customer Care Sales 68

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. And if you want to earn your customers’ trust, give them a consistently good customer experience. Here are my top five picks from last week.

Customer Service 137

Customer Service Best practices Metrics Banking 137

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Think about that!

Customer Service 333

Customer Service First call resolution Contact Center Engineering 333

Nicereply

MARCH 16, 2022

Customer Experience departments are the shapeshifter departments of an organization. Every company seems to understand and define customer experience differently and measure it with unique KPIs. She had a very unique solution to this structure: incorporating Sales into the Customer Experience team.

Sales 111

Sales Customer Experience Upselling Self service 111

ShepHyken

MAY 24, 2021

Each week I read a number of customer service and customer experience articles from various resources. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. With a growing number of consumers influenced by word-of-mouth, don’t let your customers slip away!

Customer Service 380

Customer Service Customer retention Contact Center Sales 380

CSM Magazine

MARCH 15, 2024

Scouting the best blackjack tables for the best customer experience can mean the difference between a forgettable or fulfilling gaming experience and can elevate your odds of success. A dealer’s professionalism will assure that your blackjack gaming will be fair play.

Customer Experience 52

Customer Experience Entertainment Management Technology 52

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207