ShepHyken

NOVEMBER 9, 2018

This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken. Customer Service. Support Tickets and CRM Management. Email and Phone Support.

CRM 237

CRM Enterprise Benchmark outsourcing 237

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. Drawing inspiration from my experiences and insights into the evolving dynamics of customer interactions, let’s explore five pivotal strategies that can elevate your small business from being good to unforgettable.

Customer Service 192

Customer Service Airlines Self service Customer Experience 192

ShepHyken

JANUARY 11, 2019

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback.

Feedback 234

Feedback Surveys Technical Support Personalization 234

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Abandon rate 237

Abandon rate Journey mapping Average Handle Time Customer centricity 237

ShepHyken

APRIL 27, 2018

This week we feature an article by Seema Nair who writes about the importance of tailoring your e-commerce site to give your customers the best experience. The best customer service is invisible. An e-commerce site always needs to be tweaked and fine-tuned to align with ever-evolving business needs and customer expectations.

Enterprise 204

Enterprise Feedback Personalization Sales 204

TLC Associates

JUNE 4, 2019

As a society, we’ve embraced a digital existence, but not all businesses have made the full transition. For example, though brands now accept social media customer service as a means of engaging customers, they often fail to approach their overall CX from a digital mindset. Multiple Channels, One Journey.

Customer Experience 45

Customer Experience outsourcing Customer Care voip 45

ShepHyken

MAY 25, 2018

This week we feature an article by Matt Nolan who shares five keys to building more compelling, sustainable customer relationships. Customer retention used to be considered just a “service problem.” Service has become an always-on, everywhere requirement – in the customer’s eyes, great experiences have to be connected and fluid.

Call Center 185

Call Center Customer retention Upselling Advertising 185

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. One of the best strategies to achieve that is tracking and keeping up with emerging industry trends. What is Customer Experience in the Financial Industry?

Customer Experience 80

Customer Experience Brand ambassadors Self service Chatbots 80

ShepHyken

NOVEMBER 10, 2017

This week we feature an article by Sawaram Suthar writes about how live chat can simplify the customer journey. Always remember that the customer just want to be taken care of, regardless of how you go about it. – Shep Hyken. Businesses often face multiple challenges with respect to how to simplify the customer journey.

Transportation 185

Transportation Analytics Banking Metrics 185

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. What comes to your mind when I talk about businesses revolutionizing their technology experience? Shep Hyken.

Government 221

Government Technology Benchmark call center software 221

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ShepHyken

DECEMBER 14, 2020

Each week I read a number of customer service and customer experience articles from various resources. The 6 Top Customer Experience Trends in 2021 by Julien Rio. CXM) The digital transformation of companies accelerated significantly in 2020. Here are my top five picks from last week.

Customer Service 343

Customer Service Entertainment Customer Experience Marketing 343

Beyond Philosophy

JULY 7, 2022

One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving. Customer Experience management has been absorbed into Customer Science in the past couple of years; how will that apply to brick and mortar?

Technology 403

Technology Consulting Consulting Personalization 403

ShepHyken

APRIL 13, 2018

This week we feature an article by Jaime Bailey who explains why your company is best served by considering every possible source of insight about customer behavior, goals, and expectations, and implementing the tools that most effectively serve your needs. – Shep Hyken. Before Soliciting Feedback.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

ShepHyken

JULY 8, 2016

This week on our Friends on Friday guest blog post my colleague, Mike Schoultz shares a few customer experience stories that demonstrate how companies have handled customer experiences, some well and some not so well. How many of you consider customer service or customer experience as elements of your marketing?

Customer Experience 189

Customer Experience Marketing Personalization Management 189

ChurnZero

DECEMBER 9, 2020

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. You can see this is the case by taking a look at the Google search trends for “Customer Success” and “Customer Experience” over time.

Consulting 98

Consulting Consulting Best practices Upselling 98

ShepHyken

AUGUST 4, 2017

This week we feature an article by the Strategy Institute featuring insights on key Digital Customer Experience factors from different business leaders. A customized digital experience is your opportunity to connect with the customer as an individual. . Automation and Artificial Intelligence.

Big data 189

Big data Customer Experience Personalization Technology 189

CustomerSuccessBox

MAY 18, 2022

So has the customer success industry and the content around the space! Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022!

SaaS 52

SaaS Upselling Education Customer retention 52

ShepHyken

MAY 18, 2018

This week we feature an article by Gary Anderson who explains why the customer experience creates customer loyalty and generates repeat business. – Shep Hyken. The customer experience you provide will set you apart from the competition. With the rise of eCommerce, customers have more choices than ever before.

Advertising 198

Advertising Surveys Feedback Sales 198

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

Customer Service 168

Customer Service Customer retention SaaS Best practices 168

ShepHyken

JANUARY 6, 2017

This week on our Friends on Friday guest blog post my colleague, Vince Jeffs, examines the hot topic of artificial intelligence (AI) and it’s impact on the customer experience. This not only drives increased revenue but also provides unexpected value to the customer. Shep Hyken.

Customer Experience 216

Customer Experience Telecommunications Technology Banking 216

Beyond Philosophy

MAY 15, 2023

People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this list. How confident are you to deliver an excellent Customer experience (CX) in 2023 as we enter these turbulent times?

Customer Experience 195

Customer Experience Self service Feedback Management 195

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Digital literacy is the new normal.

Self service 79

Self service Contact Center Chatbots First call resolution 79

ShepHyken

MAY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Create the Authentic Relationships Customers Crave by Ed Hallen (Fast Company) In a world of infinite choices, customers remember brands that provide genuine, trustworthy, and authentic experiences.

Customer Service 162

Customer Service Self service Customer Experience Surveys 162

Beyond Philosophy

JUNE 27, 2019

Were you just browsing, or was there something about the user experience that made you hesitate? This is not unusual—our research shows that more than 50 percent of a customer’s experience is based on emotions. To Improve the Digital Experience, You Can’t Ignore Emotions.

Airlines 346

Airlines Customer emotions Accountability Consulting 346

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. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Zappix

MAY 1, 2024

Artificial intelligence (AI) has become a central component in the digital landscape, transforming how businesses and consumers interact. From personalized recommendations to automated customer service, AI is reshaping digital engagement in innovative and transformative ways.

Chatbots 52

Chatbots Advertising Wait times Analytics 52

C3Centricity

MARCH 12, 2024

The answer is that a business can benefit from technology in this digital age to attract high-quality traffic and engage customers effectively. This guide is for all executives who recognize the critical role that strategic, data-driven customer engagement plays in their company’s success.

Entertainment 90

Entertainment Engineering Marketing Analytics 90

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Customer First” drives success. Customer service has become the top business priority. Today, customer satisfaction is the top business priority, but successful companies cite it as their 1 priority. 43% using video for customer interactions, and 67.2% AI, Teams UC and Video. .

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

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

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR How to Build Customer Loyalty with a Thank You Page by Thomas Griffin. Consider the opening stats.

Customer Service 256

Customer Service Customer retention Contact Center Upselling 256

Zappix

FEBRUARY 1, 2024

In the dynamic customer service landscape, businesses constantly seek innovative ways to enhance efficiency, reduce costs, and elevate customer satisfaction. Enter the era of Digital Self-Service—a transformative solution that addresses these challenges and propels customer support into the future.

Self service 52

Self service Customer Support Average Handle Time Wait times 52

Comm100

MAY 25, 2022

Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes. Then we’ll analyze how your organization can respond to these changes and the ways in which technology can benefit your ability to serve customers.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52

OctopusTech

JANUARY 23, 2024

In this blog, we will delve into crucial SEO strategies tailored specifically for Magento websites, providing you with a roadmap to enhance your website’s functionality. Tailored for businesses of all sizes, Magento empowers users to create and customize online stores with ease.

Engineering 62

Engineering Enterprise Sales Management 62

24-7 InTouch

APRIL 26, 2024

Artificial intelligence (AI) stands as a monumental force reshaping the customer experience (CX). This blog explores how companies can synchronize AI adoption with effective risk management to foster a robust, safe, and customer-centric business environment. Learn and Adapt AI is not a set-it-and-forget-it solution.

Government 52

Government Customer centricity Technology Management 52

Comm100

MARCH 20, 2024

In an era where public trust in government institutions is understandably sensitive, the need for robust and transparent communication strategies has never been more critical. When done right, digital communication offers governments and agencies the opportunity to build, maintain, and restore trust.

Government 78

Government Chatbots Self service Wait times 78