ShepHyken

SEPTEMBER 20, 2019

We’ve outlined the departments that work together, but how exactly do companies achieve cross-team collaboration? Most B2B companies have an “old school” mentality related to how they work and who they work with internally. Simply put, B2B support is significantly different than B2C support.

B2B 268

B2B Customer Support CRM B2C 268

ShepHyken

MAY 12, 2017

When we think of good customer service, it’s important to remember that it starts with the leadership of a company or organization. Our personalities in great part determine how we influence the people around us. Here are five powerful ways you can take your leadership from good to great. – Shep Hyken. Be a rebel.

Airlines 199

Airlines Coaching Personalization Management 199

ShepHyken

JULY 28, 2017

This week we feature an article by Ted Janusz who writes about how customers are always looking for a better customer experience. That is nearly a half trillion dollars of goods and services that consumers will no longer trudge to brick-and-mortar stores to get. Was this a typical Friday event for you and your family?

Consulting 198

Consulting Consulting Marketing Customer Experience 198

ShepHyken

AUGUST 16, 2019

Good communication isn’t a skill you’re born with or one that comes naturally. While there are plenty of things you can read and watch that might give you some tips and advice on how to communicate better, reading alone doesn’t cut it. Cooperation is a major part of this game since a leader isn’t chosen. Hugh Beaulac, ?

Personalization 217

Personalization Customer Service Marketing Sales 217

ShepHyken

SEPTEMBER 22, 2017

The location he writes about is a great example of how to provide an Amazing customer experience! – Shep Hyken. But shockingly the overwhelming winner: The good old DMV, The Department of Motor Vehicles. But how do they sustain this? When you think of terrible customer service, what types of companies come to mind?

Wireless 202

Wireless Government Entertainment Airlines 202

ShepHyken

APRIL 21, 2017

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares ideas for handling tough personalities while offering great customer service. Solving customer problems is expected. The key is to do it in such a way that also restores confidence, even when the customer is difficult. Shep Hyken.

Airlines 213

Airlines Customer Care Engineering Accountability 213

ShepHyken

MARCH 10, 2024

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. He always offers up powerful and usable ideas, and this time, he’s sharing how to create a customer-focused culture.

Customer Service 192

Customer Service Airlines Self service Customer Experience 192

ShepHyken

MARCH 23, 2018

This week we feature an article by Denise Graziano who explains how essential clear, consistent, authentic communication is for companies to use when dealing with difficult news. – Shep Hyken. Clear, consistent, authentic communication. Clear, consistent, authentic communication. Employee – mission disconnect.

Airlines 204

Airlines Morale Benchmark Marketing 204

CX Accelerator

NOVEMBER 11, 2022

In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up. In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up. Customer experience is multi-disciplinary.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

ShepHyken

SEPTEMBER 29, 2017

This week we feature an article by Doug Bell who writes about how leaders can optimize their company’s customer experience. But when a team makes changes to their plan, how do their changes impact the overall experience? Unify your team around how you define your customer. Who is the customer for your experience?

Employee engagement 135

Employee engagement Feedback Customer Experience Management 135

Beyond Philosophy

MARCH 14, 2024

Today, we will discuss how to avoid this situation in your organization. I also remember sitting in meetings where the boss suggested something that was not a good idea. I also remember sitting in meetings where the boss suggested something that was not a good idea. They were too polite. That’s the bad news.

Personalization 195

Personalization Management 195

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. I also respect the work they do and really do subscribe to their blogs.

Customer Service 90

Customer Service outsourcing Contact Center Feedback 90

Steve DiGioia

AUGUST 16, 2021

I thought you were a leader. So how do you get out of this vicious cycle? Leaders understand the importance of letting their employees “self-manage” (with certain limits, of course). Leaders value the experience of their team and use it to everyone’s advantage. RELATED POST: 35 Reasons Why You’re Not a Good Leader.

Construction 245

Construction Personalization Management Customer Service 245

CCNG

MARCH 8, 2023

As a contact center leader, you’re always looking for ways to improve performance and keep your agents happy. You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how? We missed the warning signs during their interviews," is what one contact center leader once told me.

Morale 195

Morale Contact Center CCNG Agent burnout 195

Comm100

JUNE 15, 2022

In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game. In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game.

Customer Experience 89

Customer Experience Journey mapping Surveys Feedback 89

CCNG

MAY 31, 2023

That must have been good news!” I told them what happened, and he responded, “That must make you feel good, Mommy, because you are happy right now.” I wondered how I could create this type of feeling throughout my entire team, especially when they were experiencing a tough day. I got out of my chair and answered the phone.

Technical Support 195

Technical Support CCNG First call resolution Customer Service 195

Beyond Philosophy

JANUARY 5, 2023

However, in the context of leading a team that needs to put the customer at the center of everything they do, I have a story that explains how they are. Therefore, I decided today we should discuss the five rules that will increase your effectiveness as the leader, so your team can hop to it, too. Usually, not much. Be humble.

Call Center 195

Call Center Customer centricity Consulting Consulting 195

Beyond Philosophy

DECEMBER 10, 2021

Also, treating customers well is good for employees. Back when I was working in corporate life, I went to a presentation in London. Sitting there amongst 1,000 people, I had an epiphany about what I wanted to do with the rest of my career. Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy.

Airlines 273

Airlines Metrics Accountability SaaS 273

CX Accelerator

MAY 25, 2022

When you do reach out, you want to know that you’re in good hands and that an answer or resolution to your issue is waiting at the end of that interaction. When you do reach out, you want to know that you’re in good hands and that an answer or resolution to your issue is waiting at the end of that interaction.

Customer Support 316

Customer Support Wait times Self service Best practices 316

CX Accelerator

OCTOBER 28, 2020

The question was, “What song sums up your aspirations as a CX leader?”. Collected and written by your CX DJ, Jeremy Watkin. ,, In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. Let’s look at what the CX Accelerator community came up with. And a quick apology for being a bit heavy on the Coldplay.

Customer centricity 281

Customer centricity Personalization Customer Experience 281

Steve DiGioia

APRIL 17, 2023

But he didn’t know how to do it. Do You Know How to Fix the Problem? You can see it in how he interacts with the employees. I should stop here because I can keep adding to this list all day… Leaders understand what is happening within their department(s). Then, little by little, one good team member quits.

Morale 147

Morale Sales Personalization Management 147

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

Accountability 243

Accountability Customer Support Surveys Personalization 243

Call Center Weekly

FEBRUARY 5, 2018

By Mitch Mitchell Depending what you consider as a good leader, you'll either believe there are lots of good leaders or very few good leaders. As someone who's been ensconced in leadership for a long time I can honestly say that there's a true dearth of effective leaders in the world.

Finance 288

Finance Consulting Consulting Education 288

ShepHyken

JULY 28, 2023

She shares what social proof is and how it nurtures credibility, builds trust, and increases profitability. And how can it boost customer trust in your brand? It manifests across our lives and society—from how we greet each other to how we respond to comedy. Is the product as good as it claims to be?

voip 156

voip Marketing SaaS Personalization 156

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. You can listen to Paul in this inspiring podcast , where he discusses the value of Lean Operations in a contact center environment and how it can significantly improve operational efficiencies.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

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. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better!

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Customer Service Life

OCTOBER 13, 2020

This exercise reminded me of the time when we started this blog back in 2012. So if you were a competent, friendly customer, you could expect a good experience when you spoke with Jeremy Watkin. Starting a blog about customer service became instant accountability for me. Image by Daniel Reche from Pixabay.

Accountability 182

Accountability Customer Service Coaching Contact Center 182

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? How’s that for a few spicy thought starters? The good news is that customer success leaders and teams are uniquely positioned to be the driving force in these growth efforts. Is the customer journey mapping exercise a worthwhile effort? We hope so!

Journey mapping 98

Journey mapping Construction B2B Education 98

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

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. Nowadays, most people search for information online.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

Totango

APRIL 9, 2024

Our CS and sales experts say, “Neither.” Chris Dishman , SVP of Customer Success for Totango & Catalyst, hosted a roundtable discussion with industry leaders, including Rashmi Chari , Head of Global Customer Success for ThousandEyes, Kevin McIntyre , Chief Revenue Officer for Dealfront, and Madelyn DePrey , VP of Customer Success for Aircall.

Sales 108

Sales Outbound sales Revenue potential Accountability 108

CSM Magazine

MAY 6, 2024

The good news is that we’ve gotten more concerned about healthy food and meal preparation over the years. The good news is that we’ve gotten more concerned about healthy food and meal preparation over the years. This shows in the actions of politicians and business leaders responding to public demands.

Technology 52

Technology Marketing 52

Customer Service Life

FEBRUARY 10, 2020

4 Good Reasons to Kill Email-Based Customer Support – In this column on CustomerThink I share reasons why some companies are doing away with email as a customer service channel in favor of other options. – In this article on the Zendesk blog, read how CX experts define customer loyalty and how companies can gain it.

Customer Service 149

Customer Service Contact Center Chatbots Customer Experience 149

SmartAction

JUNE 30, 2023

When it comes to customer service, most people believe that good customer service means receiving timely assistance to resolve any issues that may arise with a product or service. The food was good, the atmosphere was pleasant, but what orchestrated the overall experience was the interaction between the staff and you.

Customer Experience 85

Customer Experience Customer Service Virtual Agent Self service 85

Nicereply

DECEMBER 28, 2021

Looking back, we published podcasts (23 episodes) and blog posts (228 posts) full of tips and tricks to improve your customer experience. So whether you have visited our blog or listened to the Customer Experience Leaders Chat podcast , we are incredibly thankful you joined us on the ride through 2021. Should we be doing more?

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

Nicereply

SEPTEMBER 4, 2023

Find out what is a good Net Promoter Score & get out the most of your surveys! It can be really hard to discern how your customers truly feel about your company, product, or service. This article will discuss a good NPS score in 2023 and how you can measure your NPS. What is a Good NPS Score?

Benchmark 105

Benchmark Surveys Employee engagement Metrics 105

ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We even got a shout out from HubSpot as a top blog you should be reading in 2018. As the year comes to a close, we thought we’d offer up a useful roundup of our ten most popular blog posts from the year. 10 Punny Customer Success Jokes. 10 Punny Customer Success Jokes.

Best practices 49

Best practices Metrics SaaS Sales 49