ShepHyken

SEPTEMBER 27, 2019

This week we feature an article by Jessica Wise who shares a story to illustrate how you can develop a lifelong relationship with your customers by creating a customer experience they will never forget. It was the Thursday before Memorial Day 2019. Your customer’s dilemma is your opportunity to be a CX superhero.

Customer Experience 286

Customer Experience Personalization Customer Service Marketing 286

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated.

Interactive Voice Response 236

Interactive Voice Response Customer Experience Self service Contact Center 236

Customer Service Life

FEBRUARY 10, 2020

2019 was a great year and as we’ve done in the past, I want to take a few moments to share some articles and accolades we’ve been a part of. Beyond “buy 10 get one free”: What is customer loyalty? Best Uses of AI in Customer Service – AI will continue to be an area of intrigue in 2020.

Customer Service 149

Customer Service Contact Center Chatbots Customer Experience 149

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. Your customers will thank you, and they’ll be much more likely to share their positive experience with friends, family, and social media followers.

Customer Service 211

Customer Service Airlines Feedback B2B 211

ChurnZero

DECEMBER 27, 2019

For starters, Google released their Year in Search 2019 findings with our favorite fictional babies, Baby Yoda and Baby Shark, topping the “Babies” search categor y, ahead of the real-life Royal Baby who took the numb er three spot. That’s 2019 for you. . Top 10 Blog Posts from 2019 .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

CX Accelerator

DECEMBER 10, 2019

Despite the fact that I just got turned away from what, at the time, I perceived to be my dream job, lived through the most hellacious week and had the feeling of sheer overwhelm, I was famous for over-stretching myself and simply couldn’t allow myself to cancel a dinner party. Journey To Happy . The list went on and on.

Accountability 182

Accountability Personalization Customer Experience Customer Service 182

CX Accelerator

DECEMBER 10, 2019

Despite the fact that I just got turned away from what, at the time, I perceived to be my dream job, lived through the most hellacious week and had the feeling of sheer overwhelm, I was famous for over-stretching myself and simply couldn’t allow myself to cancel a dinner party. Journey To Happy . The list went on and on.

Accountability 182

Accountability Personalization Customer Experience Customer Service 182

ShepHyken

AUGUST 14, 2020

This week we feature an article by Rakshit Hirapara , a content marketer at PeddleWeb. He writes about the importance of ensuring a positive customer experience, especially during a world crisis. The customer experience (also referred to as CX) seems like a simple concept. However, it can be interpreted in several ways.

Customer Experience 321

Customer Experience Entertainment Sales Healthcare 321

360Connext

NOVEMBER 16, 2018

We’re all making predictions and tracking trends in customer experience. What will happen in 2019? One thing we predict will not change for a long time is the need to reduce customer effort. Reducing efforts will only begin when organizations understand customer journeys and personas.”. Which trends will matter?

Customer effort 120

Customer effort Journey mapping Wait times Customer centricity 120

Whitepages Pro

APRIL 4, 2019

Our latest product innovation, Transaction Risk API , was officially launched a couple of weeks ago at Merchant Risk Council (MRC) 2019. In this three part blog series we will cover why we built it, how we built it, and what value it brings to the market. Evolution of fraud.

APIs 45

APIs Scripts Marketing Customer Experience 45

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Taylor Reach Group

MAY 1, 2020

In a recent post, we looked at the cost of providing a poor Customer Experience (CX). Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). By Peg Ayers. Not at all.

Consulting 140

Consulting Consulting Surveys Feedback 140

Beyond Philosophy

JANUARY 28, 2019

Customer Experience is having some growing pains. However, by adopting a renewed focus on the following five concepts in Customer Experience, you can overcome these challenges, and, perhaps more importantly, stay ahead of the competition. Segment your customers into personas. We discussed these five areas in a recent podcast.

Consulting 349

Consulting Consulting Benchmark Personalization 349

360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We aim for an exceptional “journey” for our customers but are only referring to marketing. And I agree. Is that odd?

Customer centricity 144

Customer centricity Customer Experience Sales Marketing 144

Taylor Reach Group

APRIL 9, 2020

Everybody wants to improve the Customer Experience (CX) they provide, right? A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I have a bad experience with them, I move on.” ( Acquia Survey ).

Consulting 173

Consulting Consulting Contact Center Surveys 173

Eptica

AUGUST 29, 2019

Date: Thursday, August 29, 2019 Author: Pascal Gauvrit - CTO Why customer service is key to building brand trust. Published on: August 29, 2019. That’s one of the key reasons why National Customer Service Week (NCSW) is celebrated every year in October.

Customer Service 67

Customer Service Self service Best practices Chatbots 67

Beyond Philosophy

MARCH 4, 2019

The latest developments in this field are changing the way we can measure authentic customer emotions in real time. We discussed how technology and facial recognition are changing how to measure authentic customer emotions in real time on our latest podcast. Customer emotions drive customer behavior.

Customer emotions 256

Customer emotions Consulting Consulting Technology 256

Creative Virtual

DECEMBER 19, 2019

– all of us at Creative Virtual want to extend a big thank you to all our blog readers, customers and partners for being a part of our 2019! We are ending the year with the news just announced this week that we are part of AI Time Journal’s TOP 25 Artificial Intelligence Companies 2019 !

Self service 40

Self service 40

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

Creative Virtual

DECEMBER 11, 2019

2019 was another busy and exciting year for Creative Virtual and the chatbot, virtual agent and live chat industry. It’s always difficult to condense a whole year into one blog post, so here are just a few of the highlights.

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40

Customer Service Life

AUGUST 30, 2019

This article was originally published on the FCR blog on July 17, 2019. After spending a couple weeks at a friend’s cabin, we spent several hours on the final day cleaning. Let’s talk briefly about how we can apply this concept to our work in customer service. Image by Michal Jarmoluk from Pixabay.

Customer Service 115

Customer Service Personalization Customer Experience Contact Center 115

Avaya

JUNE 24, 2019

Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. Gartner predicts that by 2025 , the average contact center organization will be exploiting these benefits to better equip staff and enhance service. What’s driving this move to an ecosystem approach?

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We aim for an exceptional “journey” for our customers but are only referring to marketing. And I agree. Is that odd?

Customer centricity 115

Customer centricity Consulting Consulting Customer Experience 115

Customers That Stick

JANUARY 9, 2020

Check out the video below to hear Adam’s one win that you can take away from Younger Next Year to improve your organization’s customer experience and customer service. The key to the program is found in Harry’s Rules: Exercise six days a week. About Younger Next Year. Don’t eat crap.

Customer centricity 78

Customer centricity Customer Service Customer Experience 78

Eptica

SEPTEMBER 18, 2019

Date: Wednesday, September 18, 2019 Author: Anne-Merete Jensen - Senior Business Consultant 4 ways to drive recognition in your customer service team. Published on: September 18, 2019. Essentially, a good employee experience is central to delivering a good customer experience. telephone) over another.

Customer Service 66

Customer Service Brand ambassadors Contact Center Average Handle Time 66

bold360 Blog

JUNE 26, 2019

In this day and age, consumers expect nothing short of a world-class customer experience — whenever and however they interact with a business. Thanks to those customers, B old360 was just named a 2019 Top Rated Live Chat and Social Media Customer Service by TrustRadius.

Customer Service 61

Customer Service B2B industry standards Feedback 61

360Connext

NOVEMBER 16, 2018

We’re all making predictions and tracking trends in customer experience. What will happen in 2019? One thing we predict will not change for a long time is the need to reduce customer effort. Reducing efforts will only begin when organizations understand customer journeys and personas.”. Which trends will matter?

Customer effort 56

Customer effort Journey mapping Wait times Customer centricity 56

CX Accelerator

MAY 28, 2019

There is no place in the world I’d rather work than in Customer Service. On a good day, we are working to resolve customer inquiries as quickly and effectively as we can. Buy a GoPro for your team and loan it out to everyone for one week. BACK TO CX ACCELERATOR BLOG Nate Brown is the co-founder of CX Accelerator.

Journey mapping 140

Journey mapping Contact Center Sales Customer Service 140

Creative Virtual

OCTOBER 7, 2019

Happy Customer Service Week! Every year during the first full week of October we celebrate the importance of customer service and the people who serve and support customers around the globe. This post explores creating the right chat/service balance when supporting digital customers.

Customer Service 40

Customer Service Virtual Agent Chatbots Self service 40

GetFeedback

OCTOBER 3, 2018

Last week, we joined nearly 200,000 Trailblazers for 4 days of learning and exploration. And we got to connect with amazing people along the way, from the customer success and support gurus who are using Salesforce for good to the admins who make it all possible. Looking forward to seeing you all at Dreamforce 2019!

Surveys 60

Surveys Metrics Customer Experience Marketing 60

bold360 Blog

SEPTEMBER 8, 2020

It turns out that the key to being resilient in the areas of customer and employee experience (CX and EX) is using self-service tools and knowledge base management tools, and blending them with human agents to provide a flexible, scalable, and future-proof approach to customer and employee engagement.

Chatbots 52

Chatbots Self service Banking Employee engagement 52

Eptica

FEBRUARY 19, 2019

Date: Wednesday, February 20, 2019 Author: Guest author: Shep Hyken Earn Your Customers’ Trust, And Loyalty Will Follow. Published on: February 20, 2019. Author: Guest author: Shep Hyken Do your customers trust you? But what does it take to truly earn your customers’ trust? If I’m wrong, send it back.”

Best practices 109

Best practices Customer Service Customer Experience Personalization 109

Customer Service Life

MARCH 6, 2019

This article was originally published on the FCR blog on February 7, 2019. It was Saturday and they were only open during the week. I finally placed the call a couple days later and was connected with a customer service representative. What the customer was thinking. Click here to read the original post.

Scripts 92

Scripts Contact Center Coaching Metrics 92

Fonolo

JANUARY 15, 2019

We at Fonolo are certainly here to help them out on their overall journeys in 2019, this time by offering a rundown of the lessons we learned from the industry last year. In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018.

Contact Center 80

Contact Center Gamification Call Center Self service 80

Avaya

JUNE 26, 2019

As the white-hot core of customer experience, the contact center needs to fundamentally evolve for organizations to remain competitive in an increasingly digital world. If a customer decides to escalate the interaction, an agent will be prepared with all context of the conversation including communication and transaction history.

Contact Center 63

Contact Center Self service Banking Analytics 63

VHT

SEPTEMBER 20, 2018

That means we need to start thinking about planning and scheduling for the best 2019 contact center conferences. Here are some of the most anticipated 2019 contact center conferences that are definitely worth your time to attend. CCW: Customer Contact Week – Austin, TX – Dates TBD. Website: [link].

Contact Center 48

Contact Center Real estate Chief Customer Officer B2B 48

Creative Virtual

JULY 10, 2020

By 12 April 2020, those virtual agents had reached nearly 50% of the total traffic they had recorded for all of 2019 despite being only about a quarter of the way through the year. In fact, our very first enterprise customer was a large financial services group – and they are still a customer today! Only time will tell.

Virtual Agent 52

Virtual Agent Banking Self service Government 52