ShepHyken

DECEMBER 27, 2019

Transforming your mindset (and that of your team) from customer ‘service’ to customer ‘experience’ will also aide in the execution of these insights to take your customer experience to the next level. The post Guest Blog: Five Tips to Providing a Five Star Experience appeared first on Shep Hyken.

Personalization 336

Personalization Customer Experience Customer Service Marketing 336

Beyond Philosophy

APRIL 8, 2019

Let’s take a look at actionable insights about people’s irrational behavior as customers and the importance of the human touch in a digital transformation. The post Creating Actionable Insights from Irrational Humans appeared first on. Customers buy things emotionally and then justify the purchase with logic.

Surveys 315

Surveys Self service Consulting Consulting 315

Eptica

JANUARY 9, 2022

Date: Monday, January 10, 2022 Author: Pauline Ashenden - Demand Generation Manager Highlights from our customer service blog in 2021. Our parent company Enghouse Interactive has done just this by collecting the top posts on its 2021 blog, providing insight for the year ahead. Read the article on its blog here.

Customer Service 123

Customer Service Cloud contact Marketing Management 123

ShepHyken

NOVEMBER 22, 2019

If you want your business to stand out, it’s time you incorporate these insights into how you do business. The post Guest Blog: The Hidden Workings of Top Customer Support Teams appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Support 347

Customer Support Multi-channel support voip Benchmark 347

C3Centricity

FEBRUARY 13, 2024

This blog delves into the critical role of continuous improvement and customer feedback, offering insights and strategies to help organizations stay ahead and resonate with their market. Listening to Customer Voice Customers interact with businesses through various channels, each offering unique insights.

Feedback 90

Feedback Surveys Marketing Customer Experience 90

Beyond Philosophy

MAY 12, 2022

I invited her to the podcast to continue our discussion and wanted to share some of that insight here. . The voice of customers is another set of data that people can use to feed the AI and receive great insights about how they improve working with that customer, Fleischaker explains. It Starts with Customer Science.

Contact Center 195

Contact Center Analytics First call resolution Consulting 195

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. < [link] >> The post In The News: 3 Stories That Give Insight to Improving Your Customer Experience appeared first on CX Consulting. Forbes.com. 31 March 2021. 10 June 2021. <

Customer Experience 383

Customer Experience Airlines Consulting Consulting 383

Totango

APRIL 4, 2024

The post Customer Success + Sales = Revenue Retention: Insights from Totango Leaders appeared first on Best Customer Success Blog: Articles for Enterprise Growth. Check out the full webinar to get the full story and get to know our panelists better.

Sales 89

Sales Upselling Accountability SaaS 89

ShepHyken

NOVEMBER 25, 2016

This week on our Friends on Friday guest blog post my colleague, Ricky Nowak, shares a customer experience she had recently with a hotel that didn’t exactly go well. Read Shep’s latest Forbes Article: 2016 Black Friday, Cyber Monday Holiday Insights And Predictions. Shep Hyken .

Morale 271

Morale Coaching Customer Service Customer Experience 271

Cisco - Contact Center

FEBRUARY 14, 2024

Our partners are i… Read more on Cisco Blogs Cisco Live EMEA 2024 is now in the books—what an incredible four days! The atmosphere was alive with the anticipation of the innovation and opportunity that lies ahead of us.

Management 105

Management 105

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. This is by no means a comprehensive list but it does represent the folks at our company that we’re most likely to communicate certain insights and issues to.

Upselling 83

Upselling Contact Center Engineering Banking 83

ShepHyken

SEPTEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Mark Smith, writes about how crucial personalization can be to the customer experience. Mark is a regular at industry conferences and events and shares his insights on customer journeys, omni-channel marketing, solutions sales leadership and high-tech marketing.

Customer Experience 295

Customer Experience Personalization Marketing Analytics 295

ShepHyken

OCTOBER 6, 2017

The circles of control form an important insight of stoicism. The latter is based on the insight that all suffering in the world derives from our desires. He and his team share tips about customer service and communication on the Userlike Blog. It’s a step-by-step system for overcoming fear and doubt.

Customer Service 319

Customer Service Personalization Customer Experience 319

Cisco - Contact Center

MARCH 12, 2024

More than a path to digitization or a mere advancement in monitoring, Cisco Full-Stack Observability solutions are a strategic asset that empower patient care and clinical outcomes via secure,… Read more on Cisco Blogs

Healthcare 94

Healthcare Management 94

Beyond Philosophy

SEPTEMBER 22, 2016

If you enjoyed this post, you might be interested in the following blogs: Thinking Fast and Lazy: Why Do Ads Target Your Emotions? The post Fascinating Insight! 3 Common Ways Customers Make Decisions. Why Gut Decisions Are Sometimes Wrong. Colin is an international author of five bestselling books and an engaging keynote speaker.

Consulting 318

Consulting Consulting Customer Experience Personalization 318

ShepHyken

FEBRUARY 9, 2018

Asking the right questions will give you valuable insights for improving sales and building brand advocacy. The post Guest Blog: Customer Service Training Ideas to Help Build Brand Advocacy appeared first on Shep Hyken. To help your employees succeed, you need to understand what they deal with on a daily basis.

Customer Service 378

Customer Service Morale Sales Coaching 378

ShepHyken

MARCH 22, 2019

If you have time, I would encourage you to attend so you do not miss the latest insights into this incredibly timely and important conversation. The post Guest Blog: Digitizing the Customer Experience Without Losing the Customer appeared first on Shep Hyken.

Customer Experience 267

Customer Experience Banking Technology Consulting 267

Lumoa

MARCH 6, 2023

Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar.

Feedback 83

Feedback Analytics Marketing Metrics 83

ShepHyken

JULY 5, 2019

Take advantage of users’ valuable insights on your customer service. Alexandra Mederrick is a blog writer for Wix Answers , the help desk platform that gives you all the tools you need to deliver smooth customer support. They simply say “Happy to pass along your feedback – thanks for much for sharing!” Ask for feedback.

Feedback 300

Feedback Self service Best practices Scripts 300

ShepHyken

JULY 12, 2019

Collecting this data in large quantities can present more of a burden than a solution if you lack the necessary resources for combing through and creating actionable insights that pinpoint inefficiencies in your operations. The insights that stem from this data will help make every interaction a positive one.

Customer Experience 266

Customer Experience Technology Enterprise Analytics 266

ShepHyken

APRIL 19, 2019

One of the biggest misconceptions about collecting customer feedback is the idea that asking more questions provides more of the insights you’re looking for. Taking a “less is more” approach to how you collect feedback can help you gain accurate and powerful customer insights. The Power of One Question.

Surveys 254

Surveys Feedback Customer Experience Sales 254

ShepHyken

FEBRUARY 16, 2018

While there is a considerable investment necessary to complete these research projects, some of the insights collected can have a direct impact on your brand identity and experience, thus impacting customer retention and satisfaction rates.

Benchmark 217

Benchmark Customer centricity Customer retention Customer Experience 217

Lumoa

MARCH 6, 2023

Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar.

Analytics 83

Analytics Feedback Marketing Metrics 83

ShepHyken

JULY 26, 2019

So for this, you need to take certain pointers into account such as: Competitive insight. Get more insight into creating competitive advantage by putting your valued customer at the first place and managing several aspects such as satisfaction, reduce churn and increase revenues at once. Consumer research. Marketplace data.

Customer Experience 284

Customer Experience Feedback Customer centricity Customer retention 284

ShepHyken

DECEMBER 14, 2018

Chanice Henry is the Editor of CX Network where she produces a range of premium-level content for senior customer experience, service, insight, digital and marketing leaders. The post Guest Blog: Do customer experience teams take cyber security risks?

Customer Experience 256

Customer Experience Government Coaching Customer retention 256

ShepHyken

DECEMBER 21, 2018

You can track ticket response times to maintain insights into how quickly your team is resolving issues. To maintain insight into the big picture, it is best to set specific goals for every support executive and inform them about them. The post Guest Blog: 10 Surefire Ways to Improve CSAT Score appeared first on Shep Hyken.

CRM 235

CRM Best practices Customer Service Metrics 235

ShepHyken

DECEMBER 28, 2018

There are insights to be gained from those who prefer to do it themselves. And, AI will deliver those insights , along with instant gratification, so it’s a win/win. The post Guest Blog: How Millennial’s are Changing the Customer Service Landscape appeared first on Shep Hyken.

Customer Service 243

Customer Service Self service Customer Support Scripts 243

ShepHyken

APRIL 6, 2018

In this blog, let us look at a few ways a business can keep a tab on customer experience through continuous testing. This, combined with digital replays of the user’s navigation should provide insights into the dozens of factors that go into a successful customer transaction that may have been ignored in a binary A/B testing process.

Customer Experience 294

Customer Experience Metrics Marketing Surveys 294

ShepHyken

DECEMBER 13, 2019

You can also gain valuable insights behind the scenes, away from their salespeople. Whether it be by implementing technology to enhance your customer’s experience or gaining insights, your vendors can be crucial to your company’s success. The post Guest Blog: Winning Tactics for CX Vendor Selection appeared first on Shep Hyken.

APIs 254

APIs Enterprise Government Customer Experience 254

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Complaints give the insights to what is lacking within the current processes. The post Guest Blog: 4 Things to Learn from a Disappointed Customer appeared first on Shep Hyken. Shep Hyken.

Advertising 270

Advertising B2B Employee engagement CRM 270

ShepHyken

NOVEMBER 16, 2018

He has responsibility for Etech’s marketing, business development, program implementation and product development across all of Etech’s existing lines of business – Etech, Etech Insights , Etech Technology Solutions (ETS), and Etech Social Media Solutions.

Technology 238

Technology Chief Customer Officer Education Big data 238

ShepHyken

FEBRUARY 8, 2019

In a situation like that, you may have zero insight as to why your customer decided to leave. The post Guest Blog: Improving Customer Experience Using Employee Feedback Data appeared first on Shep Hyken. If they feel disgruntled enough, they may decide to provide a survey. It’s an Inside Job.

Feedback 235

Feedback Customer Experience Abandon rate Surveys 235

Quiq

FEBRUARY 2, 2023

On behalf of the team at Quiq, I am proud to introduce you to our latest product offering, Quiq Insights ! In this blog post, I’ll share with you what Quiq Insights is, why we built it, and what sets it apart from other analytical offerings. What is Quiq Insights?

Analytics 80

Analytics Contact Center Engineering Surveys 80

ShepHyken

JANUARY 11, 2019

If you analyze your customer feedback during different periods of time, say 12 and 3 months ago and link it to churn behavior, you’ll get an insight into any possible causes, as well as themes in their feedback indicative of churn. What would have kept them going? Read Shep’s latest Forbes article: How To Raise Prices And Keep Customers.

Feedback 232

Feedback Surveys Technical Support Personalization 232

ShepHyken

SEPTEMBER 28, 2018

HR departments can then integrate this data into an analytics software that provides valuable insight into the experiences employees are having on the job. The post Guest Blog: 7 Effective Ways HR Tech Improves Employee Engagement appeared first on Shep Hyken.

Employee engagement 265

Employee engagement Education Analytics Technology 265

Callminer

OCTOBER 19, 2023

This blog explores why you shouldn’t rely solely on LLMs to unveil insights in customer conversations, and offers other AI techniques that deliver conversation intelligence advantages.

336

336

ShepHyken

MARCH 29, 2019

Technology augments their expertise by handling routine tasks, analyzing enormous amounts of data, and providing market and customer insights. The post Guest Blog: How to Boost Retail Customer Experience Through AI-powered Price Optimization appeared first on Shep Hyken. Businesses are embracing AI-powered price optimization.

Customer Experience 259

Customer Experience Accountability CRM Enterprise 259