Comm100

SEPTEMBER 28, 2021

Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers.

Customer Service 86

Customer Service Chatbots Banking B2C 86

InTheChat

OCTOBER 18, 2018

Chatbots for customer service are still new and unfamiliar to many, and it can be difficult to identify use cases that customer service chatbots could be useful for. The post Customer Service Chatbot Success Stories to Learn From appeared first on InTheChat.

Chatbots 63

Chatbots Customer Service Customer Care Contact Center 63

Avoxi

JANUARY 18, 2019

On the road to delivering an optimal customer experience for their outside customers, many Business-to-Business (B2B) companies overlook the crucial role their employees play in this make-or-break undertaking. Founder and CEO Annette Franz also focuses on inside customers (a.k.a. CX Journey Inc.

Customer Experience 79

Customer Experience B2B 79

ShepHyken

AUGUST 25, 2021

I’m always frustrated when I call a customer support number that I’ve called before and have to retell my story. My friend and fellow customer service and experience expert Jason Bradshaw responded that the same thing happens with online chat. The customer wants success, not pain.” . There is no need for this. .

Average Handle Time 376

Average Handle Time Metrics Customer Support Customer Service 376

CSM Magazine

JULY 27, 2022

Qt earned trust among developers and customers due to its all-in-one and open-source nature. Let’s explore 10 successful cases of using Qt. Here are 5 famous organizations that use Qt for building software solutions for their customers .

Technology 59

Technology Personalization 59

ShepHyken

AUGUST 16, 2023

The short version of the story is this. There was one customer ahead of me in the drive-through lane. A few days later, I was with a high-level executive from a major restaurant chain and told her the story. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 296

Customer Service Personalization Customer Experience Management 296

Fonolo

MAY 28, 2019

Customer service is a serious business. We know this better than anyone else: On a daily basis, we witness our customers working tirelessly to provide exceptional journeys for their own customer base. At Reliance, we continually strive to provide our customers with an optimum experience. Trusted by 1.8

Call Center 52

Call Center Contact Center Sales Customer Service 52

Influitive

NOVEMBER 1, 2017

Now that you’ve sourced a pool of amazing customers with stories to tell (see my post on 4 steps to sourcing amazing customer success stories) and have helped them create user-generated content (UGC) that’s sure to attract a ton of highly qualified leads, next comes content distribution.

B2B 65

B2B Marketing Customer Experience 65

Fonolo

FEBRUARY 8, 2018

We’re excited to share with you our most recent success story featuring The General Automobile Insurance Services! Its call center handles 170,000 customer service calls per month – and experiences regular spikes in call volume. Allison Garretson, SVP Operations and Customer Engagement, The General. Plus So Much More!

Abandon rate 65

Abandon rate Customer Experience Benchmark Call Center 65

CCNG

NOVEMBER 22, 2023

The core of any organization's success resides with its employees. However, not all employees will be recognized, which means that the company risks higher attrition levels, loss of customer satisfaction and loss of profit. Host a communication game where everyone tells a story and the last person tells the story out loud to the group.

Employee engagement 195

Employee engagement CCNG Best practices Surveys 195

Fonolo

JULY 17, 2018

In our business, we are privileged enough to watch as our clients go above and beyond in providing a great customer service by putting an end to long hold times via our call-back solutions. Of the many success stories we observe every day, we’re particularly excited to share this one, featuring First Service Credit Union (FSCU).

Abandon rate 69

Abandon rate Customer Experience Contact Center Call Center 69

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. Story #1: The European Super League Creates a Super Big Backlash.

Customer Experience 383

Customer Experience Airlines Consulting Consulting 383

CCNG

JUNE 14, 2023

Think about the very best customer experience that you have ever had with a brand. In today's competitive market, providing an outstanding customer experience is more important than ever. Businesses that excel in creating strong connections with their customers often enjoy higher levels of customer loyalty and increased revenue.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

ShepHyken

MARCH 5, 2024

They both have successful careers. You don’t need outgoing employees wearing loud Hawaiian shirts for a customer to experience your brand. The point is to do something that makes the customer feel as if they are experiencing more than, for lack of a better description, placing an order and having it fulfilled.

Entertainment 201

Entertainment Personalization Customer Service Customer Experience 201

Beyond Philosophy

OCTOBER 21, 2023

It communicates the value you provide customers. Brand is a tool in your toolkit that can adjust your strategy and deliver the experience that wins over the hearts and minds of customers and keeps them coming back for more. Today, branding is all about the value you provide customers. What that value is varies by organization.

Customer Experience 195

Customer Experience 195

ShepHyken

DECEMBER 11, 2023

Top Takeaways: The key to transforming companies into customer-centric organizations lies in adopting a customer experience mindset. Leaders need to continuously communicate and appreciate the impact of customer-centric behaviors. Leaders need to continuously communicate and appreciate the impact of customer-centric behaviors.

Customer centricity 207

Customer centricity Morale Feedback Customer Experience 207

ShepHyken

FEBRUARY 27, 2023

Top Takeaways: Customer experience, including customer service, is marketing. Understand what your customers want and deliver consistently. Customers usually have many options. Every company has a story – what they are about, how they work, and what kind of experience their customers can expect of them.

Customer Experience 156

Customer Experience Marketing Sales Customer Service 156

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? They unanimously agreed that 2024 is the year of the ICP (Ideal Customer Profile). The cohesion between these teams can significantly drive customer value and results, which impacts retention, expansion, and, ultimately, predictable growth.

Sales 106

Sales Outbound sales Revenue potential Accountability 106

Beyond Philosophy

SEPTEMBER 8, 2022

Implementation is everything in these success stories, and today I want to share the five rules for proven success with a CX implementation. Patterson shared her five rules for a successful implementation, which were: Define. Patterson and her team spoke with the customer service teams, customers, and sales teams.

Customer Experience 243

Customer Experience Consulting Consulting Customer retention 243

SmartKarrot

JANUARY 16, 2024

Today, I’m thrilled to shed light on a crucial but often overlooked aspect of customer success – the role of operations. Join me as we explore the untold story of how Customer Success Operations (CS Ops) plays a pivotal role in shaping the customer journey.

Finance 8

Finance Upselling SaaS Sales 8

SmartKarrot

JANUARY 16, 2024

Today, I’m thrilled to shed light on a crucial but often overlooked aspect of customer success – the role of operations. Join me as we explore the untold story of how Customer Success Operations (CS Ops) plays a pivotal role in shaping the customer journey.

Finance 8

Finance Upselling SaaS Sales 8

Beyond Philosophy

AUGUST 13, 2022

Or would you rather be at a cocktail party with people from all walks of life exchanging stories or jumping up and down to a throbbing beat in the middle of a crowded dance floor? The personality you have will help you determine how to leverage your strengths (and confront your “opportunities”) on your path to success.

Personalization 221

Personalization Consulting Consulting Surveys 221

Beyond Philosophy

DECEMBER 15, 2022

So, let’s say we have a story we want customers to hear. We might send a press release to see if reporters will pick up the story. However, to get a reporter to write the story, we first need to understand that journalist’s beat. United didn’t want that story told.

Entertainment 195

Entertainment Airlines Advertising Technology 195

TechSee

OCTOBER 2, 2023

In the world of customer loyalty, service is the currency paid. It’s a fundamental truth backed by decades of research – when mistakes happen, customers expect service providers to step up and help them make the most of their offerings. She had heard horror stories from friends who had struggled with similar transitions.

Customer Service 124

Customer Service Customer Experience 124

Beyond Philosophy

DECEMBER 15, 2021

He and his Customer Experience Steering Committee came up with a virtual version of the traditional car-buying and service experience and implemented it in record time. I learned about this story on a CX Network Live event. Key Ideas to Improve your Customer Experience. Customer Experience Information & Resources.

Consulting 195

Consulting Consulting Customer Experience Surveys 195

Myra Golden Media

SEPTEMBER 17, 2021

Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line! Here are three steps to easy National Customer Service Week planning! 3) Have fun: ?promote

Customer Service 348

Customer Service Customer Experience Management 348

ShepHyken

DECEMBER 11, 2017

Each week I read a number of customer service articles from various online resources. How to Choose a Gift That Will Wow Your Customers by John Ruhlin. My Comment: It’s the time of year when we give gifts to the people we care most about, and for some of us that includes customers and people we work with.

Customer Service 192

Customer Service Customer centricity Technology Customer Experience 192

ShepHyken

MAY 15, 2023

Ask what the biggest friction points in your customers’ experiences are. If everyone in your business makes the customers the stars and gives them the red carpet treatment, you make those customers feel like a million bucks. Quotes: “Imagine what the best possible customer experience is and do that.

Entertainment 156

Entertainment Customer Experience Customer Service 156

SmartKarrot

JANUARY 10, 2022

Everyone loves a good story with a happy ending. That’s why as a customer success manager, your best achievement could be the list of customer success stories you’ve managed to compile. A good story sells your stuff, sells more, and sells at a higher price. ‘I How to start building the story bank.

Banking 10

Banking SaaS Upselling Scripts 10

ShepHyken

OCTOBER 6, 2021

He shared a story about how he emailed the CEO of a company, and in an incredibly short amount of time, his phone rang, and you can guess who it was … the CEO. . Of course, there may be a few pleasantries to welcome a customer into the conversation. So, here are a few lines that customers love to hear. I’m glad you called.

Complaint resolution 408

Complaint resolution Customer Service Customer retention 408

ShepHyken

JULY 20, 2022

I’m going to break just a bit from my typical customer service/customer experience ideas and share another lesson: Different is better than better. . Early in her successful modeling career, someone advised her to try to fit in. Somehow, she knew, at least for her, this was not good advice. . Follow on Twitter: @Hyken.

Banking 342

Banking Contact Center Customer Service Customer Experience 342