CCNG

JULY 20, 2022

Throw a pandemic on top of this tectonic shift in expectations and you have a tidal wave of change impacting how we recruit and retain employees in our contact centers. We want both, depending on what our customers want at any given point in time. Shouldn’t your brand reflect your promise made to potential employees as well?

CCNG 195

CCNG Consulting Consulting Contact Center 195

ShepHyken

NOVEMBER 27, 2023

A brand is a promise delivered. So, if your promise is to create an amazing experience, as many brands do, do you deliver on that promise? They decide if you keep your promise. Here are key strategies to capitalize on the promise. As mentioned in the article, a brand is not what you say. It’s what you do.

Customer Service 167

Customer Service Morale Customer retention Marketing 167

ShepHyken

JANUARY 31, 2023

Essentially, I was thinking that we can proactively give our customers a better experience by bumping our efforts up a notch. Specifically, it said, “From start to finish, you offered nothing but ‘Lexus-like’ professionalism and courtesy to our program staff and dealer associates.” What did I do to deserve that accolade?

Customer Service 346

Customer Service Customer Experience 346

Beyond Philosophy

APRIL 4, 2019

Branding makes the promise in the marketplace. Customer Experience delivers against that promise. When the Customer Experience is successful in delivering on the brand promise, that is a Branded Customer Experience. It feels like the brand promise they made me in their marketing. . Keep your promises.

Call Center 326

Call Center Consulting Consulting Benchmark 326

ShepHyken

OCTOBER 12, 2022

We don’t have the budget to expand our customer support department. . Our annual customer service research shows that of all the ways customers reach out for customer support, social media channels like Twitter, Facebook, Instagram, and others are at the bottom of the list, but that doesn’t mean they should be ignored. .

Customer Service 391

Customer Service Customer Care Customer Support 391

Beyond Philosophy

DECEMBER 16, 2023

Alyona Medelyan, CEO of Thematic ( alyona@getthematic.com ) in Auckland, New Zealand submitted a video for our None of Us Are as Clever as All of Us program, shares her thoughts. 07:53 We roll the video from Medelyan, and talk about our first reactions. 07:53 We roll the video from Medelyan, and talk about our first reactions.

Consulting 195

Consulting Consulting Education Marketing 195

ShepHyken

JANUARY 23, 2019

A few people went to his website and read his promise to his patients that he appropriately calls “My Personal Promise to You.” The feedback and comments about this promise were excellent, so I thought it was worth sharing with everyone. How many doctors give you an email address and promise to respond the same day?

Personalization 295

Personalization Education Feedback Customer Service 295

Beyond Philosophy

JULY 15, 2023

One of our listeners wrote in with a business pickle about differentiation on how to have it in an ever-competitive market. In this episode, we explore the ways our listener and you can differentiate yourself from the competition. They do get better, we promise.) Vitamin companies are not alone here.

Marketing 195

Marketing Customer Experience 195

ShepHyken

NOVEMBER 7, 2023

The articles were so well received that I wanted to share shorter versions here with our Shepard Letter subscribers. If you publish any of these or have brand promises, you must live up to them. Alignment: Your mission, vision and values statements are the foundation of what you and your company stand for.

Customer Service 235

Customer Service Customer Experience 235

Beyond Philosophy

SEPTEMBER 5, 2020

Eventually, we will either change our beliefs to match our behavior or change our behavior to match our ideas. However, when we cannot do this, we resort to irrational methods of resolving the conflict, like finding ways to change our perception of the conflict (i.e., rationalizing our actions).

Customer emotions 286

Customer emotions Consulting Consulting Customer Experience 286

Beyond Philosophy

AUGUST 4, 2022

Artificial Intelligence (AI) is such a promising technology. We discussed this on a recent podcast with our guest, Broderick Turner, Ph.D., Assistant Professor of Marketing at Virginia Tech. They have a weekly lab meeting that will resume in September, and he invites our audience to join. Any guesses? Let’s be honest.

Technology 370

Technology Engineering Marketing Consulting 370

Eptica

AUGUST 4, 2022

But many transformations fail to deliver the benefits they promised. In our latest blog we describe how you can increase your chances of a digital CX success by following a structured process that focuses on four key considerations. Read the full article on our parent company Enghouse Interactive’s site here.

Best practices 148

Best practices B2B Management Customer Experience 148

Eptica

JANUARY 6, 2023

Date: Friday, January 6, 2023 Author: Pauline Ashenden - Demand Generation Manager 2022 highlights from our customer service blog. Author: Pauline Ashenden - Demand Generation Manager 2023 promises to be a challenging year economically, directly impact customer service teams. Published on: January 06, 2023. Share this page on: Tweet.

Customer Service 124

Customer Service Best practices Chatbots Marketing 124

VirtualPBX

JANUARY 11, 2024

As we joyfully welcome the promising dawn of the 2024 New Year, we celebrate the remarkable strides VirtualPBX made in 2023, a year that witnessed our fastest growth yet! Our team expanded with the addition of passionate leaders in Product and Sales, while the integration of our Customer Service team fostered collaboration.

Contact Center 98

Contact Center Customer centricity Sales Feedback 98

ShepHyken

DECEMBER 7, 2016

Sometimes that doubles as a brand promise. Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. If you’ve been following my work, you know I’m a big fan of The Ritz-Carlton hotel chain’s nine-word promise – or motto as they call it.

Customer Service 330

Customer Service 330

ShepHyken

MARCH 25, 2024

My Comment: I promise this is the only other article on AI this week. As one general manager (GM) of a luxury hotel told us in an interview, “Our facility is our stage, and guests are paying for a performance.” The stakes are high and the opportunities are endless.

Customer Service 190

Customer Service Call Center Chatbots Call center experience 190

ShepHyken

OCTOBER 11, 2017

Southwest Airlines has always promised to be a low fare airline. Southwest’s use of the two words, transparency and fare, align with their brand promise and is part of their customer experience. It’s a brand promise. But, inventing words takes the vocabulary concept to a new level. And, the commercials are fun.

Airlines 389

Airlines Advertising Customer Experience Customer Service 389

ShepHyken

AUGUST 11, 2021

“We love our customers, and they obviously love us. If you promise low prices, and that’s what is driving customers to come back, as soon as the competition offers a lower price, you may lose the customer. They keep coming back, again and again!” . Who doesn’t want to be able to say that? They are not the same. .

Customer Service 432

Customer Service 432

Beyond Philosophy

MARCH 29, 2019

In fact, it is remarkable just how different our answers are. Brand is the promise you make to customers. Customer Experience is keeping that promise to customers. With the constant exposure to them, we all feel like we know what a brand is. However, when we are asked to explain it, we often fumble. Let us explain.

Customer Experience 286

Customer Experience Consulting Consulting Marketing 286

ShepHyken

MARCH 2, 2022

Make a promise of a new date/time. Our customer service research found that 81% of them (over 1,000) customers we surveyed expect companies to reach out to them as soon as possible if there is a problem with their order or service. . It could be 15 minutes late for a meeting or 15 days (or more) late for a shipment. Be realistic.

Surveys 357

Surveys Customer Service Customer Experience 357

ShepHyken

AUGUST 20, 2021

Over-Deliver on What Is Promised. Yes, of course it is, but we have also found that customers who refer others to our business are more likely to stay a long time because now their friends are also using Live Lingua ‘s service s. They will really appreciate that you are keeping them in the loop. . Build a Referral Program.

Enterprise 408

Enterprise B2B Feedback Marketing 408

ShepHyken

JUNE 6, 2023

And as businesses, we must be cautious about what we promise. Of course, business is business, and I hope these free offerings lead to someone saying, “I want to book Shep as our customer experience keynote speaker for our next meeting.” Let’s use free shipping as an example. I think we can all agree, free shipping is not free.

Advertising 212

Advertising Customer Service Customer Experience Sales 212

ShepHyken

FEBRUARY 28, 2023

Here are six ways: Always Keep Your Promise – We start with a simple one. Our customer experience research found that 84% of customers trust a company or brand more if it provides excellent customer service. And how do you do that? Just do what you say you’re going to do.

Chief Customer Officer 307

Chief Customer Officer Surveys Customer Service Customer Experience 307

ShepHyken

SEPTEMBER 27, 2019

Lucky for our family, the staff at Tall Tails was engaged and also given the power to be effective and flexible. a way to get our family’s dog to their facility after an appropriate amount of time had passed for the vaccine to take effect. Even though it was our error? Step 4: Awe – Keep Your Promise and Personalize It.

Customer Experience 282

Customer Experience Personalization Customer Service Marketing 282

TechSee

APRIL 1, 2024

Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service. Our newest offerings reflect this dedication, featuring innovative AI-powered solutions designed to empower businesses to deliver exceptional customer experiences.

Self service 124

Self service Consulting Consulting Contact Center 124

Fonolo

FEBRUARY 29, 2024

This e-book is one of our most anticipated documents of the year, featuring insights from industry experts about the topics that matter most in today’s contact center. This is great news as these agent-facing tools are some of the first AI-enabled software solutions to show terrific promise for contact center applications.

Contact Center 87

Contact Center Call Center Self service Customer Care 87

Myra Golden Media

MARCH 22, 2023

My team enrolled a repeat client into our online De-escalation Academy, which we do every day for customers around the globe. Instead of getting our standard welcome email with login details, each of the 51 employees was bombarded with around 70 emails, all featuring the same welcome! I promise we fixed the coding error!)

Customer Service 156

Customer Service Customer Experience 156

ShepHyken

OCTOBER 23, 2023

“We love customers,” “Customer satisfaction guaranteed,” or “Service is our number one product.” ” However, the clichéd promises can ring hollow without concrete proof. Constructing Care: How Your Customers Know They Matter by Chip Bell (Forbes) It sounds like a broken record.

Customer Service 155

Customer Service Construction Contact Center Scripts 155

CCNG

SEPTEMBER 22, 2022

Certainly, our current and former staff members are considering their options -- maybe even quitting -- and that is a sad commentary on us as employers. What does it say about the roles and the work these folks have done in our call and contact centers that leaving seems like a good idea?

CCNG 195

CCNG Contact Center Consulting Consulting 195

CCNG

SEPTEMBER 23, 2020

Our ability to deliver on our brand promise and customer expectations. Customer Experience is the end-to-end interaction that customers have with us from being a prospect to buying our products and services to paying for them and everything in between. This is at the essence of what customer experience is all about.

CCNG 195

CCNG outsourcing Employee engagement Consulting 195

VirtualPBX

DECEMBER 21, 2023

As we eagerly approach the climax of our countdown, the air is charged with anticipation. This culmination promises unmatched insights into call patterns, customer sentiments, and agent performance, empowering you to optimize your communication strategies like never before. Upgrade today and experience the difference.

Interactive Voice Response 104

Interactive Voice Response Analytics Enterprise Metrics 104

C3Centricity

APRIL 23, 2024

As we all know and, unfortunately, have probably also experienced, every dollar in our marketing expenditure must be justified, and we have to prove our marketing ROI or risk budget cuts! The goal is to allocate resources more effectively, focusing on high-performing channels that promise better engagement and conversion rates.

Marketing 90

Marketing Advertising B2B Analytics 90

Beyond Philosophy

OCTOBER 5, 2023

Like many of you, our listener Brian Williams is grappling with the additional costs of doing business in our era of sustained inflation. He and his colleagues are in a pickle, and they asked for our help. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos!

Airlines 379

Airlines Consulting Consulting Education 379

ShepHyken

MARCH 8, 2019

Our reservation was for 7:30 pm. Our entrees came out at 9:45 pm. Unfortunately, on that night, the server chose to ignore the problem, and when we skipped dessert (that was included with our meal) she didn’t even offer to pack them up to go. Under-Promise and Over-Deliver. Of course not! Embrace Your Size.

Consulting 270

Consulting Consulting Personalization Customer Service 270

TechSee

APRIL 22, 2024

While new technologies offer incredible promise, customer adoption is a very real challenge. Leveraging Expertise for Successful Implementation At TechSee, our approach goes beyond just providing technology to countless enterprise customers.

APIs 109

APIs Scripts Technology Best practices 109

ShepHyken

MAY 26, 2021

I could tell he was typing in our company name. Shortly after our call, he made the email introduction. And second, be sure to follow through on any promise you make, such as his offer to connect us with the right person. He became quite uncomfortable. He responded with, “You’re a design firm.” I asked, “What do we design?”

Sales 352

Sales Enterprise Customer Service Personalization 352

Beyond Philosophy

OCTOBER 6, 2015

Breaking a Brand Promise Doesn’t Pay. A Brand Promise is at its most basic level a promise. When it comes to a brand promise, one of the most basic tenets of it is that you need to keep those promises. VW isn’t the first company to break their promises. And then he will promise to clear things up.

Banking 406

Banking Consulting Consulting Government 406