ShepHyken

SEPTEMBER 29, 2023

He writes about how employee engagement and customer experience can enhance business performance. The reality is that the connection (or lack thereof) between employee engagement and customer experience can seriously impact business performance. Achieving success in business goes beyond offering quality products and services.

Employee engagement 338

Employee engagement Morale Customer Experience Feedback 338

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. What are brand expectations? .

Sales 307

Sales CRM Contact Center Customer retention 307

ShepHyken

SEPTEMBER 28, 2021

Utilizing Customer Experience as a Sales Tool. They discuss how brands can provide value to their customers during uncertain times. Top Takeaways: When you create good experiences, especially during tough times, you are providing value beyond the product that you are selling. How does customer experience impact sales?

Sales 350

Sales Customer Experience Personalization Customer Service 350

ShepHyken

FEBRUARY 20, 2023

Top Takeaways: Customers have different levels of tolerance when sharing their information with brands. Some customers are willing to share everything with a brand, some refuse to share anything at all, and there are those that fall in between. ” “Brands need to temper how they are using their customers’ data.

Personalization 161

Personalization Customer Experience B2C B2B 161

ShepHyken

AUGUST 11, 2023

me All they expect in return is empathy and a quick solution. Whereas the purpose of the other is to empathize with the customer and take responsibility for solving the problem. Providing quality customer service experience is not that tough if you have the right understanding.

Customer retention 156

Customer retention SaaS Marketing Customer Care 156

ShepHyken

JUNE 29, 2021

Gaps in being a customer-obsessed organization happen when companies do not deliver their brand promise. The brand promise falls into three categories: ‘Unlike the others’ – Being different, quirky, or unusual. ‘At At your service’ – Differentiating the experience through amazing customer service. ‘On

B2B 352

B2B Consulting Consulting Marketing 352

TechSee

APRIL 22, 2024

In today’s fast-evolving service landscape, companies are continuously innovating to improve customer experience (CX). Breaking Down CX Innovation Barriers for Customers Customers naturally want to engage with your brand, especially when issues arise. They need these interactions to be quick and hassle-free.

APIs 109

APIs Scripts Technology Best practices 109

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better!

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ShepHyken

JUNE 8, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. It discusses customer experience gaps that hinder profitability and how to close them. Are you providing as good of a customer experience as you think you are?

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

IdeasUnlimited

MARCH 6, 2024

In the ever-evolving world of business, customer service stands as a pivotal pillar in building brand loyalty and ensuring customer satisfaction. Catering to businesses of all scales, from fledgling startups to established enterprises, IdeasUnlimited provides an enterprise-grade customer service solution.

Customer Support 105

Customer Support Brand ambassadors Call Center Enterprise 105

ShepHyken

AUGUST 27, 2021

He writes about how customer experience can determine the lifeline of a business. It has been found that 3 out of 4 customers will remain committed to a business only when they have a great experience with a business. . Another survey suggests that 68% of the participants will stick to a brand only if their experience is commendable.

Customer Experience 380

Customer Experience Technical Support Finance Customer advocacy 380

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. Drawing inspiration from my experiences and insights into the evolving dynamics of customer interactions, let’s explore five pivotal strategies that can elevate your small business from being good to unforgettable.

Customer Service 190

Customer Service Airlines Self service Customer Experience 190

24-7 InTouch

FEBRUARY 13, 2024

IntouchCX and Beliveo are leaders in the customer care industry, focused on pairing the highest customer experience with best-in-class technology. It also demonstrates both companies desire to drive greater depth of expertise and knowledge in the customer experience industry.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

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. This is the quality that draws people to your brand.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

TechSee

OCTOBER 9, 2018

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. They also value brand engagement over social networks as well. According to a report by Pew Research Center , 85% of Millennials say they use social media.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

Interactions

APRIL 16, 2024

Therefore, when choosing an Intelligent Virtual Assistant (IVA), it is important to not simply implement technology just for the sake of it, but to make sure that it is enhancing the overall customer experience. This didn’t make for a good customer experience 20 years ago, and it certainly doesn’t now. What’s an IVA?

Customer Care 62

Customer Care Self service Metrics Interactive Voice Response 62

Interactions

APRIL 26, 2024

In today’s busy, crowded world, good experiences drive loyalty. And with an endless variety of choices and never enough time, consumers will quickly move on if a business doesn’t provide frictionless, memorable, respectful, and — above all — human-centered customer service experiences. It doesn’t have to be this way.

Scripts 62

Scripts Customer centricity Chatbots Technology 62

The Northridge Group

APRIL 15, 2024

We briefly touched on the fact that while the three tools have their place, none of them can be a ‘one-size-fits-all-solution’, nor can they effectively or entirely replace people. How Will AI Impact the Employee Experience? A good assessment can reveal any issues that new technology can present and offer real-time solutions.

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

BlueOcean

OCTOBER 4, 2023

Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. And how do offshore solutions, interpreters, and texting play a role? The impact of bilingual support on the customer experience cannot be understated. But what mix of live agents versus AI is best for your business?

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

24-7 InTouch

APRIL 17, 2024

Hyderabad, India, April 18, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has won nine awards, including five Gold, at the 2024 Asia-Pacific Stevie Awards.

Contact Center 105

Contact Center Technology Sales Management 105

CSM Magazine

MARCH 26, 2024

Brand identity is fundamental to success, representing how consumers perceive and experience a company. These centers, where customers engage with a company, hold significant influence over brand identity. The interactions they have with customer support agents profoundly influence their perception of the brand.

Contact Center 52

Contact Center contact center solutions Call Center Feedback 52

Global Response

DECEMBER 21, 2023

Does customer service really impact how your audience views your brand? Take a look for yourself: 3 out of 5 customers say that good customer service is necessary for them to feel loyal to a brand. 83% of consumers say they feel more loyal to brands who quickly resolve their concerns and complaints.

Customer Service 62

Customer Service outsourcing Chatbots Abandon rate 62

AWS Machine Learning

MARCH 22, 2024

Contentful is an intelligent composable content platform that allows the creation and management of content to build digital experiences. Use case Contentful customers use the platform to scale content across global experiences, brands, and channels. This will enable the app in the sidebar of your content editing experience.

Engineering 90

Engineering Consulting Consulting Enterprise 90

24-7 InTouch

MARCH 27, 2024

IntouchCX partnered with a delivery service brand to improve their customer experience by ensuring consistent and efficient resolution of customer issues. IntouchCX implemented our Generative AI solution to increase the brand’s adherence policy, accuracy of credits, and insight into their overall spend.

Coaching 59

Coaching CRM Technology Customer Experience 59

360Connext

SEPTEMBER 21, 2021

They are doing this whether or not you are focused on delivering a great experience. . Customer experience, by its very definition, is happening whether you are intentional or not. A great customer experience is something customers tell their friends about – leading to referred customers.

Education 190

Education Journey mapping Advertising Customer Experience 190

SmartAction

DECEMBER 12, 2023

Today, we are excited to share with you a significant milestone in our journey — the launch of our brand refresh. This isn’t merely a change in our logo or colors; it’s a reflection of our growth, our learning, and our renewed commitment to delivering outstanding AI-powered customer service solutions.

industry standards 76

industry standards Customer Service Automotive Virtual Agent 76

IdeasUnlimited

FEBRUARY 14, 2024

With a wealth of experience and a commitment to excellence, IdeasUnlimited proudly introduces its sister company The Digital Edge with a vision to transform ideas into results, by providing professional digital marketing services to businesses worldwide.

Marketing 98

Marketing Engineering industry standards Advertising 98

VirtualPBX

DECEMBER 21, 2023

And adding an extra layer of excitement, our Snap Recordings promotion offers professionally recorded messages to elevate your brand’s voice. Advanced Call Reports bring a quantum leap in analytics, providing you with the tools to optimize your communication strategies and elevate your customer experience to new heights.

Interactive Voice Response 104

Interactive Voice Response Analytics Enterprise Metrics 104

24-7 InTouch

MARCH 19, 2024

With one in ten customer interactions projected to be automated by 2026, the rise of generative AI continues to revolutionize how brands engage with their audience. Customized AI Solutions Adopting generative AI requires a tailored approach that aligns with the unique needs and values of each brand.

Customer Experience 52

Customer Experience Chatbots Technology Personalization 52

CSM Magazine

APRIL 22, 2024

Their focus is on understanding how to leverage the best capabilities of each technology while ensuring a cohesive customer experience. By fostering a close relationship between the tech team and contact centre staff, they can quickly identify pain points and develop solutions that simplify the customer journey.

outsourcing 52

outsourcing Engineering CRM Technology 52