ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. Why is connection important? For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Here are my top five picks from last week.

Customer Service 163

Customer Service Self service Personalization Marketing 163

Beyond Philosophy

JANUARY 20, 2020

The scientific name for it is Escalation of Commitment, but it is also the basis of many sales techniques, and it is an excellent way to get your customers to say yes. . I get more than $1 you give me, though; I get you used to the idea of giving me money when I ask for it. It must be important to me.”

Advertising 447

Advertising Telemarketing Consulting Consulting 447

ShepHyken

AUGUST 2, 2017

There is an old joke in the dental world that a patient asked his dentist, “Which teeth should I floss?” Customer Service is the same. All customers are good customers. Every business has customers – or should I call them former customers – that companies choose not to do business with. They buy more.

Sales 387

Sales Customer Service 387

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer service expert Chip Bell sets the stage with a story. How many of your employees haven’t experienced what it’s like to be a customer of yours? Little improvements can add up to big wins.

Customer Service 387

Customer Service Customer Experience Marketing Management 387

ShepHyken

JANUARY 4, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Experience Tips and Advice from the Pros During Disruption by Srijana Angdembey. Our friends at Oracle CX Marketing asked six experts (myself included) how to create a better customer experience in times of disruption.

Customer Service 357

Customer Service Entertainment Customer Experience Marketing 357

ShepHyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. Standing still at any point means competition, innovation, and more will eventually surpass you. Internal Customer Service: What You Must Know by Gabrielle Pickard-Whitehead. Here are my top five picks from last week.

Chief Customer Officer 359

Chief Customer Officer Customer Service Best practices Contact Center 359

Beyond Philosophy

AUGUST 4, 2022

” Since AI is only doing the math, what matters is how much importance the programmer puts on the inputs and who decides them. Moreover, we have not reached the point where AI decides its inputs’ importance; human beings did. Artificial Intelligence (AI) is such a promising technology. For example, approve a loan or not?

Technology 370

Technology Engineering Marketing Consulting 370

Beyond Philosophy

AUGUST 15, 2020

Did you know that if you were to write a Customer Experience review on your mobile phone, it would be more emotional than if you did it on your computer? Did you also know you are more likely to tell me your email and or home address and your substance abuse history if I ask you on your mobile?

Consulting 345

Consulting Consulting Personalization Surveys 345

Beyond Philosophy

APRIL 2, 2020

We could all learn a lot from how they approach business as usual to facilitate customer-driven growth. What we do want is to know how to facilitate customer-driven growth. It doesn’t feel like a store, but more like a venue. Why do I like Apple’s experience? Before I answer, I should have my guitar. I am just kidding.

Customer centricity 398

Customer centricity Customer emotions Consulting Consulting 398

ShepHyken

JANUARY 22, 2020

Words and phrases I would use to describe this type of person include self-starters, willing to take charge, doers, motivated, up for a challenge, willing to step outside their comfort zone and more. What type gets more sales? Here’s something important to remember. Ask yourself which category you fall into.

Coaching 350

Coaching Personalization Customer Service Sales 350

ShepHyken

APRIL 29, 2020

I’m going to switch up my typical customer service and experience content to share a little motivation. For example, if you are an optimistic person, you may be showcasing that side of your personality more than ever. It made me notice some positive behaviors of certain leaders in business, big and small.

Morale 292

Morale Advertising Healthcare Personalization 292

Beyond Philosophy

MARCH 3, 2022

It is essential to recognize when your customer decides to buy from you (or doesn’t). Once you identify when that happens, you can design an appropriate environment to get customers to decide to do what you want. . This customer decision point reminds me of the phrase, “Crossing the Rubicon.”

Journey mapping 195

Journey mapping Personalization Consulting Consulting 195

ShepHyken

AUGUST 2, 2019

This week we feature an article by Ujebardha Bekolli who writes about the importance of the first impression. Whether on the phone or in person, it’s important to train your employees the right way to interact with your customers. The importance of first impressions. Tips on leaving a good impression.

Customer Service 275

Customer Service Customer Support Personalization Management 275

Customer Service Life

JANUARY 31, 2024

I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing quality.” He helped me create a basic form with a somewhat elaborate scoring system and I began scoring my team’s interactions with customers.

Contact Center 83

Contact Center outsourcing Management Feedback 83

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 201

Personalization Sales Customer Experience Marketing 201

C3Centricity

JANUARY 16, 2024

Everyone is talking about the importance of customer centricity. But they should be actioning quantum customer centricity! Many people think that customer centricity is the same as customer experience. But there is a big difference between talking about putting the customer first and doing so.

Customer centricity 90

Customer centricity Customer Experience Journey mapping outsourcing 90

ThriveableBiz

APRIL 11, 2023

This year is continuing to be unpredictable for small business, throwing both obstacles and opportunities in our path. Not in order of importance but a simple map of steps you can take to set yourself up to thrive. So, let's get into our top 23 tips for small business. They alone give employment” 22.

Advertising 98

Advertising Marketing Sales Personalization 98

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. This can directly lead to improved customer satisfaction, increased sales, and more repeat business. These issues can cause burnout and reduce efficiency, negatively affecting customer service outcomes.

Chatbots 52

Chatbots Feedback Customer centricity Wait times 52

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. The impact of bilingual support on the customer experience cannot be understated. We cover all that and more below. But what’s the best approach? And what about offshore?

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Toister Performance Solutions

FEBRUARY 2, 2023

Imagine you had to improve customer satisfaction. You are given limited time and a small budget. A nationwide study of fast food restaurants showed that employee friendliness was most tightly correlated with customer satisfaction. More than 1,500 visits were completed. There were two big surprises here.

Wait times 99

Wait times 99

BlueOcean

DECEMBER 18, 2023

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. The rate at which contact center technology has evolved accelerated during the pandemic years. She was blunt.

Contact Center 71

Contact Center Average Handle Time Coaching First call resolution 71

CSM Magazine

JANUARY 31, 2024

The market dynamics are in constant development as more personalized services that suit the customers’ needs and provide all kinds of flexibility are being prepared. The insurance sector needs to manage big databases with a lot of information and prompt operations, these can become a burden if not managed and organized correctly.

Customer Service 59

Customer Service Chatbots Self service Personalization 59

JivoChat

FEBRUARY 22, 2023

Social media presence is a must for small businesses. As reported in one recent study , around 80% of customers do online research before buying from a small business, and over 60% of small businesses invest in social media marketing to provide relevant information and attract customers.

Brand ambassadors 75

Brand ambassadors Marketing Advertising Accountability 75

Monet Software

JANUARY 20, 2021

As a long-time industry analyst focused on the contact center workforce optimization market, I have long questioned why small to medium-size (SMB) businesses do not get more love from the major WFO vendors. Most of these included a recommendation that vendors expand their market reach to encompass small to medium businesses.

contact center workforce 118

contact center workforce Contact Center Service level Engineering 118

Joe Rawlinson

MAY 13, 2022

And between supply chain issues, economic fluctuations, and import tariffs, it can be a hard line to walk. Improving business efficiency and reducing avoidable business costs — which is why, as an online entrepreneur, you need to know how to claim Section 321. Death by Importation.

Government 78

Government Advertising Marketing 78

SharpenCX

OCTOBER 15, 2023

AI-powered technologies—once only practical and feasible for large enterprises with big budgets and sophisticated expertise—are now accessible to everyone and used for both business and personal use cases. These days, it feels like you can’t turn on the TV or open a web browser without some reference to artificial intelligence (AI).

Contact Center 67

Contact Center Interactive Voice Response Virtual Agent Technology 67

TeleDirect

SEPTEMBER 30, 2020

Call centers to improve customer service is a big deal – but that doesn’t mean it’s strictly a big business issue. In many ways, it’s even more important for smaller firms, since the direct line from client to upper management is more streamlined. How can small businesses benefit with call centers?

Call Center 71

Call Center Business Process Outsourcing Upselling outsourcing 71

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. .

Banking 94

Banking Customer Experience Big data Chatbots 94

Fonolo

SEPTEMBER 19, 2018

As early as the 19th century, “tweet” was a charming term in the English language, evocative of the gentle vocal stylings of small birds. Twitter, among other social platforms, has in recent years become a mighty digital megaphone for many frustrated (or conversely, happy) customers.

Airlines 237

Airlines Chatbots Education Contact Center 237

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

360Connext

SEPTEMBER 21, 2021

It’s easy to think that if we’re neglectful toward our customers, it must be through some negative action. But the most common type of customer neglect we see is simply the lack of attention paid to putting the customer first. Customer experience, by its very definition, is happening whether you are intentional or not.

Education 190

Education Journey mapping Advertising Customer Experience 190

OctopusTech

MARCH 27, 2024

The Importance of Web Hosting for Nonprofit Organizations Website hosting is the network environment where website data and files are stored so that they can be found on the internet. After all, it is a more affordable service with varied resources available. VPS — stands for Virtual Private Server.

Customer Support 62

Customer Support Management Technology Customer Experience 62

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. They just need to be a little more focused with their efforts. The importance of customer service for small businesses.

Customer Service 127

Customer Service outsourcing Chief Customer Officer Self service 127

Nicereply

NOVEMBER 16, 2022

Which are the best? Every professional has a set of tools they rely on to work better and accomplish their goals more efficiently. As experts in their craft, they know which tool to use in a given situation, based on the business need or specific task at hand. Critical tools for every customer support manager.

Management 98

Management Analytics Feedback Surveys 98

Balto

JULY 27, 2023

Generative AI, which exploded in popularity due to tech like ChatGPT, has been incredibly disruptive and is already hitting the contact center market in various forms. Generative AI, which exploded in popularity due to tech like ChatGPT, has been incredibly disruptive and is already hitting the contact center market in various forms.

Contact Center 52

Contact Center Call flow Interactive Voice Response Metrics 52

24-7 InTouch

OCTOBER 31, 2022

“Values create culture, which is the foundation for a company’s long-term success.” Values create culture, which is the foundation for a company’s long-term success. It’s the consistency of living out of a company’s core values that should be upheld within everything that happens in the workplace, big or small.

Service level 52

Service level Personalization Customer Experience 52

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). So, what is CX measurement or VoC?

Telecommunications 210

Telecommunications Wireless Surveys Feedback 210