ShepHyken

JANUARY 1, 2021

Sh e provides tips and examples of how to improve the customer experience with automated support emails. Email automation is a way to keep your customers happy. With automation, you improve the quality of communication and keep customers updated in a timely manner. Sounds like everybody should use automation, right?

Customer Service 383

Customer Service Customer Support Education Personalization 383

Beyond Philosophy

APRIL 20, 2023

I have made many mistakes in my life, I’ll admit. However, mistakes are not all bad. Sure, the mistake part is trouble, but you learn a lot from them. Plus, my boss used to call me every night and ask what I did that day, which I hated. I have made a couple of good calls, too. Determine who their competitors are.

Outbound sales 195

Outbound sales Consulting Consulting Engineering 195

ShepHyken

FEBRUARY 19, 2020

In the updated and revised edition of The Cult of the Customer , I cover the concept of amazement. The customer owns it because they know it’s going to happen. At that moment, the customer slips from amazement back to uncertainty. This is where the customer begins the first time they do business with you.

Customer Service 378

Customer Service Personalization Customer Experience 378

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 103

Call Center Chatbots Virtual Agent Contact Center 103

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 102

Call Center Chatbots Virtual Agent Contact Center 102

ShepHyken

JANUARY 5, 2021

Personalizing the Customer Experience at Scale. They discuss how personalized, handwritten notes can increase customer loyalty and improve the overall customer experience. Top Takeaways: If you send a personalized item to your customers, whether it’s a note or other gift, don’t put your logo on it. Gratitude matters.

Personalization 208

Personalization Sales Customer Experience Marketing 208

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. Which is Your CX Priority: Satisfied Customers or Profit? LinkedIn) What should your ultimate goal be when designing your customers’ experiences? Satisfied customers or profit. by Mary Drumond.

Customer Service 297

Customer Service Chatbots Contact Center Metrics 297

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. An influx of orders, too few staff and emotions running high can mean an increase in mistakes and dissatisfied customers.

Customer Service 145

Customer Service Best practices Metrics Banking 145

CX Accelerator

MAY 25, 2022

Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. Before a customer can reach out to get support, there needs to be communication channels in place. This may be self-service, in-person, phone, email, chat, social media or text message. You may use some or all of them.

Customer Support 316

Customer Support Wait times Self service Best practices 316

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. An influx of orders, too few staff and emotions running high can mean an increase in mistakes and dissatisfied customers.

Customer Service 140

Customer Service Best practices Metrics Banking 140

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. by Tracey Ruff.

Customer Service 319

Customer Service B2B Journey mapping Chatbots 319

ShepHyken

MAY 21, 2021

This week we feature an article Alexa Lemzy, a Customer Support and?Content She shares 5 strategies to build a happy and high-performing remote customer service team. Remote working has many benefits for customer service teams but also comes with some challenges. Voice and Video Calls . Team Apps and IM .

Customer Service 336

Customer Service Morale Management Customer Support 336

Steve DiGioia

OCTOBER 31, 2021

In the service industry, problems happen every day. An employee makes a mistake, and the customer is, at best, disappointed. Service recovery”, a company’s resolution of a problem from a dissatisfied customer, comes next. Example: What Do You Say to An Upset Customer? Or angry, at worst. It happens.

Customer Service 182

Customer Service 182

ShepHyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. Small Business Trends) Customer service in the U.S. I love the GIF’s!

Customer Service 229

Customer Service Technology Marketing Contact Center 229

Beyond Philosophy

NOVEMBER 23, 2023

Regret isn’t an emotion only for disappointed new customers. This example shows that once you introduce regret into your customer relationships, it can go downhill fast and to a bad place for your revenue. So, not buying the Fastpass caused me a great deal of regret over and over again. I took it to the next level.

Feedback 195

Feedback Marketing Sales Personalization 195

ShepHyken

NOVEMBER 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune! by Deeksha Dadu.

Customer Service 220

Customer Service Customer centricity Self service Customer Care 220

Beyond Philosophy

MARCH 10, 2015

Everyone makes mistakes. You charged for the wrong plan on a Customer’s mobile bill or sent an ‘Extra Small’ instead of a Medium on the Jacket a Customer ordered online. We all make mistakes. We all make mistakes. When you make a mistake, it’s best to admit it and apologize immediately. Apologize in person.

Customer retention 355

Customer retention Employee engagement Consulting Consulting 355

Steve DiGioia

MAY 2, 2022

I used to take the train from my home in Brooklyn, NY to Madison Square Garden in Manhattan each month to watch the matches in person. I have many fond memories as a kid watching some of the greats like Bruno Sammartino, Pedro Morales, Andre the Giant, Chief Jay Strongbow, George the Animal Steele, and many more. It was so much fun.

Customer Service 328

Customer Service Entertainment Morale Scripts 328

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. Thankfully, many have developed useful acronyms to help. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. Store these in your CS toolbox to use as needed.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

ShepHyken

SEPTEMBER 24, 2019

Customer Understanding. The Link Between the Employee Experience and the Customer Experience. They discuss her new book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). Communication is crucial in the customer experience.

Customer centricity 275

Customer centricity Coaching Employee engagement Customer Experience 275

ShepHyken

SEPTEMBER 23, 2019

Each week I read a number of customer service and customer experience articles from various resources. How To Tell If A Customer Service Agent Will Help You by Christopher Elliott. After all, the title is “How to Tell if a Customer Service Agent Will Help You.” My Comment: You want happy customers?

Journey mapping 252

Journey mapping Customer Service B2B Analytics 252

ProProfs Blog

FEBRUARY 21, 2020

I love using live chat because it’s simple, easy, and helps me get a solution instantly. Has it leveled up your customer support process? That’s because you get to save a lot of time since you can manage more customers and website visitors at the same time. But even with live chat, your operators are bound to commit mistakes.

CRM 165

CRM Personalization Customer Support Feedback 165

CSM Magazine

MARCH 21, 2024

Here are 50 alternative ways to express your apologies and show customers that you truly care about their experience. Your concerns are important to us, and we’re sorry for any difficulties. I’m sorry for the hiccup in our service today. I’m sorry for any inconvenience my mistake may have caused.

Personalization 52

Personalization Customer Experience Customer Service 52

ShepHyken

OCTOBER 6, 2022

He shares the value that customer emotions bring to a company. How much value ($$$) do closer customer relationships and specific customer emotions bring to your business? And they should as it’s probably the cheapest and simple way of finding opportunities to improve the customer experience. The problem I see is this.

Journey mapping 176

Journey mapping Customer emotions Customer effort B2C 176

customer sure

JANUARY 10, 2024

These are the most common pitfalls we’ve witnessed from organisations when they’re evaluating and improving customer experience. Neglecting Customer Feedback One of the most common mistakes businesses make is disregarding customer feedback. Businesses often overlook the qualitative aspects of customer experience.

Customer Experience 62

Customer Experience Feedback Metrics Healthcare 62

C3Centricity

JANUARY 30, 2024

Difficult customers! Every business has them, and no one likes to get customer feedback that is challenging to handle. So what’s the secret to turning difficult customers into loyal advocates? You may never have considered this, but customer complaints are actually a gift! Customers expect you to put things right.

Feedback 90

Feedback Best practices Customer retention Analytics 90

ShepHyken

FEBRUARY 5, 2021

He writes about how to turn negative customer service interactions into positive experiences. You would more than likely prefer if all of your customer interactions and transactions were completed smoothly and resulted in positive experiences for the customer and your business. Talk With Your Team. Send Free Gifts.

Customer Experience 251

Customer Experience B2B Accountability Feedback 251

ShepHyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. What is Automated Customer Service? .

Customer Service 398

Customer Service Chatbots Interactive Voice Response Customer Support 398

Win the Customer

NOVEMBER 30, 2020

Being an exceptional customer service representative comes with specific requirements. One of them is understanding the effect of using service phrases. Your goal as a customer service employee is to hear problems and bring solutions. It can transform an average conversation into a great one.

Customer Service 170

Customer Service Personalization Customer Care Call Center 170

Steve DiGioia

JANUARY 17, 2022

As you described the “job”, your employee nodded his head a few times then ended with “OK, I’ve got it and will start working on that right away” Great, thanks. Use the appropriate media. Use the appropriate media. Both formats may be useful as reinforcements. Mistakes cost you money.

Customer Service 291

Customer Service Management 291

ShepHyken

SEPTEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Guide to Revenue Generation by Gladly. My Comment: This is a special report from Gladly regarding the contact center’s role in delivering a great CX that gets customers to want to come back.

Customer Service 237

Customer Service Customer centricity Customer Experience Marketing 237

OctopusTech

APRIL 18, 2024

Learning how to improve customer engagement in a call center is significant in this competitive market. Talking to customers is not enough; it is about making those conversations beneficial and considering every customer’s requirements and expectations. Smiling customer support operator at work.

Call Center 62

Call Center Contact Center Telemarketing outsourcing 62

The Northridge Group

OCTOBER 12, 2023

By rethinking how your organization approaches customer support, you can transform your call center into a loyalty center that reduces churn and boosts Customer Lifetime Value (CLTV). Prioritize the Experience Customer support agents are trained to solve problems as efficiently as possible so they can handle the next call in the queue.

Contact Center 115

Contact Center Call Center Analytics Customer Experience 115

Anexa BPO

AUGUST 28, 2023

Organizations are only as good as the humans that develop and operate them – and that introduces the possibility for mistakes to be made. Most leaders would agree that mistakes are not something to welcome, but there can be a silver lining to this cloud. There are a few boxes to check when using this paradox to your advantage.

Customer centricity 52

Customer centricity outsourcing Technology Personalization 52

Wowdesk Blog

MAY 20, 2020

It is common for humans to make mistakes, but when you are a customer support agent, you ought to leave no room for errors. . A strong customer base is an essential part of the business, and poor customer service can greatly impact your company’s performance and image. . Not having a self-service system in place.

Customer Support 98

Customer Support Self service Customer Service Personalization 98

Fonolo

FEBRUARY 27, 2023

Self-service is one of the biggest topics in CX and in the contact center world right now. While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. You may have already interacted with self-service tools as a customer.

Self service 142

Self service Contact Center Chatbots Consulting 142

JivoChat

AUGUST 10, 2023

You can put all your time and effort into the hustle of bustle of the world of business, networking and growth, but you will only find success with one key thing: excellent customer service. So, if one of the main focuses of your business is to have great customer service, then you are on the path to great things in the business world.

Customer Service 75

Customer Service Chatbots Morale Feedback 75