ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. CSAT surveys are critical in determining challenges that your customers are facing so that you may improve the customer experience.

Feedback 238

Feedback Customer Experience Abandon rate Surveys 238

ChurnZero

JUNE 30, 2021

Hiring the wrong Customer Success Manager can have a real impact on your company’s customer base and its renewal rates. That is why its important to make sure your Customer Success team hires are right for your team and more broadly your organization. 20 Interview Questions to Ask Your Customer Success Manager Candidates.

Education 72

Education Finance Accountability Sales 72

HelpCrunch

JUNE 15, 2020

The post Interview Question: What Does Customer Service Mean to You? appeared first on HelpCrunch blog. If you’ve been looking for a new job lately, you know the pain of answering all of the same questions over and over again. Where do you see yourself in five years? What are your [ … ].

Customer Service 71

Customer Service 71

Customers That Stick

NOVEMBER 16, 2020

Note: This blog post contains information related to and provide by a client of CTS Service Solutions. An Interview with Dawn Varghese. Agara is an autonomous voice engine powered by Real-time Voice AI designed to handle customer support calls without any human intervention. First, Sign Up for the Webinar: November 19, 2020.

Customer Service 78

Customer Service Banking Engineering Self service 78

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing. Shep Hyken.

Customer Service 209

Customer Service Education Customer Support Management 209

ijgolding

FEBRUARY 5, 2018

In pledging to my campaign, five wonderful people were rewarded with an interview feature on my blog – what you are reading is the second of the five ( you can read the first – an interview with James Dodkins – here ). My fascination with the ‘customer interface’ was born!

Customer centricity 105

Customer centricity Customer advocacy Marketing Finance 105

Transparent BPO

DECEMBER 19, 2019

As the curtain closes on 2019, we wanted to highlight the most popular blog posts of the year. They cover a wide range of topics, from quality monitoring to call center outsourcing to agent training to customer experience and more. Interview with Jon Williams, Site Director. Part 2 of Expert Interview Series.

outsourcing 90

outsourcing Contact Center Call Center Metrics 90

ShepHyken

JULY 21, 2017

This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. This means that you should know how to hire live chat agents who are going to delight your customers. If he or she lacks any, they might not be the best choice for your customer support team.

Customer Support 230

Customer Support Chatbots Personalization Education 230

ShepHyken

JUNE 29, 2018

This week we feature an article by Laura Bourne who shares four important factors that can help you achieve success and avoid customer service problems. – Shep Hyken. Your most unhappy customers are your greatest source of learning. There is no denying that loyal customers are the bread and butter of an organization.

Customer Service 206

Customer Service Feedback Coaching Management 206

ShepHyken

JUNE 10, 2016

This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. It was roughly about three years ago when I started developing Bornevia, a customer service help desk software, along with my team. Shep Hyken.

Best practices 204

Best practices Customer Service SaaS Education 204

Toister Performance Solutions

DECEMBER 6, 2018

Many companies that sell a product or service to customer service teams have a corporate blog. A lot of those blogs are hard to read. A few corporate blogs stand out from the crowd. Here are four corporate customer service blogs I consistently read. Heck, Zendesk even has a separate Zendesk blog.

Customer Service 90

Customer Service outsourcing Contact Center Feedback 90

Steve DiGioia

JULY 19, 2021

Back in 2018, I had the pleasure to interview some of the nicest people I have ever come across. To say the least, they’re all leaders in their respective fields of customer service, hospitality, social media, consulting, coaching, podcasting, and keynote speaking. 11 Customer Service Leaders We Can All Learn From.

Customer Service 189

Customer Service Coaching Consulting Consulting 189

Toister Performance Solutions

MARCH 19, 2019

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. That statistic has been part of customer service folklore for decades. You can watch the interview here.

Customer Service 54

Customer Service Advertising Metrics 54

Mindtouch

SEPTEMBER 27, 2018

Customer success is a trend that continues to evolve in software companies and is rapidly expanding into other industries. Its presence in a world where customers demand personalization and instant gratification means that companies without a customer success team are quickly falling behind the competition.

Management 80

Management Best practices Upselling Coaching 80

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. 9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. Check out this post to see if you’re inadvertently sending subliminal negativity to your customers.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ijgolding

DECEMBER 1, 2017

In pledging to my campaign, five wonderful people were rewarded with an interview feature on my blog – what you are reading is the first of the five. I am absolutely delighted to share my interview with James Dodkins – I hope you enjoy reading it as much as I enjoyed doing it…. The book is called ‘Put Your Customers Second’.

Customer centricity 59

Customer centricity Best practices Customer Experience 59

Toister Performance Solutions

SEPTEMBER 19, 2019

Annette Franz, Author of Customer Understanding. Many things impact your customers, but are outside of your control. Yet you don't control: Traffic Parking Weather All of these things can impact your customers' experience. She's a customer experience expert who writes the popular CX Journey blog.

Journey mapping 54

Journey mapping Customer Experience Advertising Management 54

CSM Practice

MARCH 18, 2019

There has been a considerable rise in the volume of Customer Success Manager jobs in the marketplace, CSM’s are becoming an integral part of extraordinary client experience. There are many criteria that you might require to look after before you actually search for the right customer service manager. Tip 1: Productivity.

Management 49

Management Upselling Coaching Accountability 49

Mindtouch

SEPTEMBER 27, 2018

Anthony continues to put his coding skills to use as an Implementations Specialist and branding expert for various customers looking to achieve cohesive styling across all brand assets. “I View the video below to check out our recent interview with Anthony and learn some of his tips for onboarding new customers.

Self service 48

Self service Customer effort Feedback Marketing 48

Connecting the Dots

MAY 10, 2017

In this twenty-five minute interview, customer satisfaction industry expert Laura Sikorski and author John Goodman discuss the importance of customer surveys and the need to find customers who don’t complain even when they are not satisfied.

Surveys 48

Surveys Consulting Consulting Customer Care 48

Beyond Philosophy

FEBRUARY 10, 2015

When you start a job interview one of the first things you will do is shake your prospective employer’s hand. Handshakes are a form of body language, and body language is an important part of the interview, too. Body language is something we talk a lot with our clients about when we consult them on Customer Experience.

Consulting 338

Consulting Consulting Customer Experience Surveys 338

Mindtouch

SEPTEMBER 27, 2018

On a daily basis, he helps customers navigate their MindTouch sites and shows exceptional care while attending to customers’ concerns. When it comes to customer service, Braeden is a pro at making sure every customer finds success. “I believe that it’s impossible for customer service to be limited to one department.

Best practices 48

Best practices Customer Service Construction Technical Support 48

ShepHyken

MAY 10, 2022

How to Use TikTok for Marketing and Customer Service. Shep Hyken interviews Dennis Yu, CEO BlitzMetrics and author of The Definitive Guide to TikTok Advertising: How to Access 1 Billion People in 10 Minutes! They discuss how businesses can use TikTok to promote their brand and enhance customer experience. Repurpose content.

Advertising 227

Advertising B2B Accountability Marketing 227

Mindtouch

MAY 5, 2016

Sandeep Arora , COO of Knack Systems, always makes sure that when his company consults for an SAP account, they first take a look at how the customer experience is being observed. Arora knows the first step is putting yourself in your customer’s shoes to see what their perspective is like. Self-service and the customer perspective.

Self service 80

Self service Consulting Consulting Sales 80

CCNG

JULY 10, 2020

I've interviewed numerous executives on the topic of leadership in the contact center. You can listen to the full interview with Jason online as part of the Perspectives on Leadership webcast series on the CCNG Webcast Channel. Great leadership, the pursuit of excellence and a desire to spread success has tangible impact.

CCNG 195

CCNG Contact Center Customer Care Customer Service 195

ijgolding

MARCH 27, 2018

In pledging to my campaign, five wonderful people were rewarded with an interview feature on my blog – what you are reading is the fourth of the five (you can read the first – an interview with James Dodkins – here ; the second with Chris Brown – here ; and the third with Kathy van de Laar – here ).

Customer Experience 59

Customer Experience Engineering Technology Personalization 59

Mindtouch

OCTOBER 1, 2018

His talent for training agents to speak to customers as humans, rather than script readers, put him on a successful path to onboarding new customers in as little as three months. For Ari, customer service is about going beyond the daily duties of serving a customer, it’s about recognizing them as individuals.

Scripts 59

Scripts Personalization Feedback Customer Service 59

Myra Golden Media

MARCH 6, 2019

The first thing I read on my iPhone this morning was the interestingly trending Gayle King interview with R&B singer R. In the interview, the singer cries, rants at the camera, beats his chest, and stands, towering over Gayle King with warlike body language. The CBS This Morning crew stopped the interview to give R.

Customer Experience 236

Customer Experience Personalization Call Center 236

Mindtouch

OCTOBER 1, 2018

Shelley Reyes has a reputation for making MindTouch customer training a fun experience. As Head of Training, Shelley works with every customer to properly onboard them and teach them how to effectively use the MindTouch product. Put the Customer First. The first quality everyone in customer service needs to succeed is trust.

Best practices 48

Best practices Customer Service Management Customer Experience 48

Connecting the Dots

MAY 8, 2017

In this twenty-five minute interview, you will hear customer satisfaction industry expert Laura Sikorski query author John Goodman about how to make the customer experience proactive, preventive and engaging.

Customer Experience 48

Customer Experience Consulting Consulting Customer Care 48

ShepHyken

JUNE 18, 2019

Does a Bad Customer Experience (CX) Really Matter? Shep Hyken interviews Mary Drumond. They discuss Mary’s recent article, “ Bad Experiences Aren’t Always the Problem for Companies ” as it pertains to customer feedback, customers’ expectations, and the entire customer experience.

Feedback 264

Feedback Surveys Marketing Metrics 264

Mindtouch

OCTOBER 5, 2018

Darragh’s experience in software development provided a perfect fit for the role of helping customers be successful with their MindTouch implementations. His ability to effectively and quickly complete complex requests has yielded consistently high praises from customers. Above All, the Customer Comes First.

Self service 48

Self service Customer Experience Customer Service Management 48

Vistio

FEBRUARY 1, 2022

With over 16 years of building and leading customer service and experience teams, she is also the co-founder of a customer service blog, CustomerServiceLife.com. I started working in customer service when I was in college. ” I applied for it, got hired the same day, even wearing jeans to my interview.

Contact Center 52

Contact Center Customer Service Morale Engineering 52

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! by Reuben Yonatan (Fast Company) Customer service (CS) and customer experience (CX) are the two faces of the same coin and go hand in hand with each other.

Customer Service 153

Customer Service Gamification Customer retention Customer Experience 153

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. What Is a Customer Success Manager?

Best practices 118

Best practices Management Brand ambassadors Upselling 118

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64