ShepHyken

JANUARY 3, 2023

Shep Hyken interviews Janelle Barlow, award-winning customer service and experience speaker, consultant, and author of A Complaint Is a Gift: How to Learn from Critical Feedback and Recover Customer Loyalty. She shares how to empathetically transform a customer’s complaint into a positive and memorable experience.

Complaint resolution 162

Complaint resolution Consulting Consulting Feedback 162

CSM Magazine

AUGUST 16, 2021

The omnichannel approach has been used by marketers to reach as many customers as possible, especially in the current circumstances, where most physical stores remain closed and rely on product deliveries and online purchases. In 2020 alone, more than two billion people made online purchases , with online retail sales surpassing the $4.2

Customer Experience 52

Customer Experience Complaint resolution Multichannel Contact Center 52

CSM Magazine

FEBRUARY 14, 2020

Martin Ellingham, product director, Aptean Respond , looks at what makes a successful customer strategy in 2020, and defines the five most important building blocks necessary to deliver on it. The concept of a customer-centric culture is often talked about when discussing the customer experience. Set expectations.

Brand ambassadors 59

Brand ambassadors Complaint resolution Customer centricity Best practices 59

CX Journey

NOVEMBER 14, 2018

After complaint resolution or technical support, take the initiative and call back to ensure everything is OK. Have Some Fun Surprise customers with a little humor, where appropriate. Engage Agents No one understands customers better than front-line representatives. Collaborate.

Interactive Voice Response 36

Interactive Voice Response Customer Experience Complaint resolution Contact Center 36

Connecting the Dots

JULY 27, 2020

A little more than forty years ago, the marketplace was very different from todays, with little to no attention paid to customer care and complaint resolution. What follows is Vicki’s interview of John Goodman about his storied career in customer experience, customer care research, and the 2020 National Customer Rage Study.

Customer Care 62

Customer Care Complaint resolution Government Education 62

Dialer 360

FEBRUARY 11, 2019

Whereas, the medium may affect everything from customer satisfaction to average complaint resolution time. It will be growing the necessary channel for calling by 2020 future. It makes sense if you consider more and more customer, initiating their contact with industry. Famous quoted “the medium is thesage.”.

Contact Center 21

Contact Center Call Center Complaint resolution Big data 21