ShepHyken

SEPTEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague from Down Under, Warwick Merry, writes about an experience he had that demonstrates why a business must have the systems and processes in place to take care of new and existing customers. The post Guest Blog: Stop Wasting Money! Shep Hyken .

Advertising 294

Advertising Entertainment Marketing Personalization 294

Beyond Philosophy

DECEMBER 30, 2021

However, the old way of doing things is going away, presenting an opportunity to solve these problems differently. We did that on a recent podcast, thinking about what we learned professionally and personally this past year. . It makes you feel better about the present when planning for an uncertain future.

Personalization 195

Personalization Consulting Consulting Quality management 195

Fonolo

MAY 23, 2023

But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Deloitte reports that 90% of people are attracted to hyper-personalized advertising content, and customers are quickly coming to expect it. What is Hyper-Personalization in a Contact Center?

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

ShepHyken

OCTOBER 19, 2018

Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways. AI-driven chatbots are being deployed more and more within customer support functions, but web personalization extends beyond just automated bots. Customers receive far deeper personalization that they were used before.

Customer Service 277

Customer Service Automotive Airlines Chatbots 277

ShepHyken

OCTOBER 6, 2017

Realize that you can only pull the levers present within your circle; don’t worry about what’s outside. Instead, mindfulness urges us to let go of our desires and focus on the present moment. Imagine they’re dealing with a personal tragedy, and their outburst is a result of their stress. Breathing techniques.

Customer Service 319

Customer Service Personalization Customer Experience 319

ShepHyken

NOVEMBER 11, 2016

This week on our Friends on Friday guest blog post my colleague, Andy Masters, shares a story that demonstrates the importance of doing a little something extra for someone with very little effort and time. I once presented at an event hosted by one of the University of Michigan campuses, and enjoyed dinner with my client after the program.

Entertainment 282

Entertainment Morale Sales Personalization 282

ShepHyken

MAY 25, 2018

Retention-focused companies are constantly monitoring churn risk with propensity models, then triggering service or retention outreach automatically, when it’s needed, with timely solutions, recommendations, offers, and personalized incentives. Select the next-best action for the person, and moment. That’s your next-best action.

Call Center 185

Call Center Customer retention Upselling Advertising 185

ShepHyken

SEPTEMBER 27, 2019

The chance to shock and awe your customers will arise when they present you with a problem that needs solving. There will also be times when a customer presents you with a problem that you’ve never dealt with before. Step 4: Awe – Keep Your Promise and Personalize It. Personalization is how you will truly awe them.

Customer Experience 284

Customer Experience Personalization Customer Service Marketing 284

ShepHyken

JANUARY 11, 2019

At Thematic, we’ve looked at churn data across all NPS scores and found that churn is present across all responses. Why not send a personalized offer, mentioning specifically what the customer said? How to create a personalized closing the loop strategy? The below graphs outline real churn numbers from an existing company.

Feedback 234

Feedback Surveys Technical Support Personalization 234

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. Some ideas for fostering the line of communication for your employees are: Focus on personal awareness and understanding.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

ShepHyken

OCTOBER 21, 2016

This week on our Friends on Friday guest blog post my colleague, Merrick Rosenberg, explains how important it is for salespeople to incorporate personality style into the selling process. I have always been fascinated by personality styles and feel they can be a helpful tool for building strong customer relationships.

Sales 310

Sales Personalization Analytics 310

ShepHyken

MARCH 24, 2017

This week on our Friends on Friday guest blog post my colleague, Manuel Grenacher, writes about how using bots can help manage and improve the customer experience. Just pick up the phone, dial a number, and speak to a friendly person on the other end to arrange everything. Shep Hyken. Chicago, Illinois.

Customer Experience 229

Customer Experience Airlines Chatbots Personalization 229

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. A good way to air more than one expert opinion—even when you yourself are not an expert—is to get the Know-It-All to present both sides of an argument. Shep Hyken.

Airlines 213

Airlines Customer Care Engineering Accountability 213

ShepHyken

JULY 15, 2016

This week on our Friends on Friday guest blog post my colleague, Tom Hoffman shares a personal story that translates into a great lesson for the customer experience. The post Guest Blog: Breaking Out of Your Customer Experience Comfort Zone appeared first on Shep Hyken. Shep Hyken.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

Hodusoft

DECEMBER 6, 2023

Dynamic Scripting: Crafting Personalized Conversations with Call Center Software In the contemporary business world, focusing on customers’ requirements and delivering a personalized experience is essential. According to a report , about 71 percent of consumers expect companies to deliver personalized interactions.

call center software 59

call center software Scripts Call Center Personalization 59

ShepHyken

JUNE 1, 2018

This is because customers receive instant and personalized answers that’ll keep them glued to an organization’s services. Track real-time conversation and interrupt at any point that needs you to be present. The post Guest Blog: Things to Consider Before Buying a Live Chat Software appeared first on Shep Hyken.

Customer Support 255

Customer Support Sales Marketing B2B 255

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. Are they personally doing okay? This presents new hurdles on both the people and technology fronts and why Workforce Optimization is more important now than ever.

Contact Center 96

Contact Center Technology Personalization Management 96

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. What fascinates me is the high relatability factor of the myths they present. Following each myth I provide additional insight, personal observations or explanations for common misconceptions. Shep Hyken.

Customer Service 0

Customer Service Airlines Government Consulting 0

Mindtouch

MAY 2, 2018

Unfortunately, when it comes to more persuasive presentations, chances are you haven’t earned a spot in the winner’s circle. A survey shared at PulseLocal San Diego revealed that only 14% of presentations actually drive action. No one wants to give (or attend) a presentation that inspires zero action. Who doesn’t like to win?

Education 63

Education Surveys Personalization 63

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. That “ any desired information or service should be available on any device, whenever they need it or want it, and that it be delivered in a personalized manner. Key Learnings from Kate Leggett and Steve Nattress. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

Call Experts

FEBRUARY 18, 2021

Personalization – products, services, customer history, etc. Check out this blog. . You can follow our blog or some of the blogs listed below! Contact Center Blogs to Follow: Telephone Doctor. This blog is a great e-learning school for contact center agents with tutorials. How do you do that, you ask?

Contact Center 52

Contact Center Interactive Voice Response Best practices Call Center 52

Totango

APRIL 16, 2021

Personalized customer engagement promotes more active use of your product and stronger relationships with your brand. Personalization builds customer trust in your brand, strengthening your relationship. Learn what types of communication you can personalize and what techniques you can use to promote personal engagement.

Personalization 70

Personalization Upselling Benchmark SaaS 70

Provide Support

SEPTEMBER 14, 2015

5 Tips to Making Great Sales Presentation in Live Chat. Do they know the specifics of the live chat tool which could help them to make a better product or service presentation to clients? Below are my 5 tips on how to structure and polish your sales presentation offered in the environment of online chat.

Sales 77

Sales Personalization Surveys Feedback 77

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. Are they personally doing okay? This presents new hurdles on both the people and technology fronts and why Workforce Optimization is more important now than ever.

Analytics 59

Analytics Contact Center Technology Personalization 59

Beyond Philosophy

FEBRUARY 8, 2024

.” In both cases, the meaning of the phrase is positive; there is not an issue there, or the speaker agrees with the other person. How you present information changes how people perceive it. How you present information changes how people perceive it. The same goes for how you price things or present options.

Scripts 195

Scripts Consulting Consulting Personalization 195

Beyond Philosophy

OCTOBER 2, 2017

Whether the person is conscious of their emotions or not, people buy based on how they feel. Since you can’t rely on customers to account for what made them feel the way they did, you must understand the hidden influences present in your current Customer Experience and how they motivate behavior.

Customer Experience 573

Customer Experience Customer emotions Consulting Consulting 573

Nicereply

FEBRUARY 27, 2020

And not taking things personally can be difficult and challenging. So, all you can do is to stop taking things personally. And you need to be mentally prepared to handle the situations and not take things personally. Don’t Take It Personally. Take notes about the situation and let the customer present the whole situation.

Personalization 88

Personalization Customer Service Customer retention Management 88

Beyond Philosophy

JUNE 8, 2023

However, what is evident to the person making the case and what is clear to the decision-makers are often different. So, to expedite the process, the person who needs approval gets quickly into the meat of what they want, but the decision-makers are unclear on why they should care. Don’t neglect your presentation.

Finance 195

Finance Marketing Personalization Accountability 195

CCNG

AUGUST 3, 2022

Now more than ever, leaders benefit from understanding the potential presented by new ideas and emerging solutions. When you run across a valuable article, webcast, book or blog don’t keep it to yourself. We all have something worth sharing stemming from the information we consume, the events we experience and our personal insight.

Best practices 195

Best practices CCNG Marketing Personalization 195

Monet Software

SEPTEMBER 10, 2020

It’s no easy task, but there are ways to tap workforce engagement strategies to promote personal connection. For example, a naturally emotive person may express sympathy with a customer’s distress, only to be rudely rebuffed. The post Personal Connection: Your Most Valuable Call Center Tool appeared first on Monet Software.

Call Center 71

Call Center Personalization Scripts Morale 71

Beyond Philosophy

AUGUST 20, 2020

My smartphone feels a lot more personal to me than my PC. Professor Melumad says this slant toward the positive is because people have self-presentational concerns where they want to seem more positive than negative. One has to do with what I mentioned earlier about how my phone was more personal to me than the PC was.

Transportation 870

Transportation Surveys Consulting Consulting 870

Solvvy

DECEMBER 16, 2019

Particularly when they are given a name and presented as equivalent to a human customer support agent, they often fail to grasp the nuances of a real-time text discussion, leaving customers exasperated. . Getting the customer experience right is a delicate balance. Machine learning in self-service support.

Interactive Voice Response 48

Interactive Voice Response Customer Service Chatbots Self service 48

aircall

JUNE 2, 2021

This way, any representative who deals with them can quickly access this information and personalize the conversation accordingly. . Video calls are still valuable, though, especially when your customer service teams can’t meet with clients in person. Video Call. SMS Texting. However, with a total of 293.6

Personalization 62

Personalization Customer Service B2B Self service 62

ClientSuccess

AUGUST 30, 2018

Notably, Carine Clark , CEO of Banyan , presented at last year’s premier customer success leadership event in Sundance, Utah, and her message was both powerful and practical. Bring the best parts of personal service over to your professional team to ensure your customers feel special. . They don’t escalate problems, they solve them.

SaaS 40

SaaS Best practices Personalization Metrics 40

CX Accelerator

NOVEMBER 11, 2022

While not required, the person in this role is often an extroverted visionary. Empathy and sensitivity are the traits you would look for in a person managing an EX program. The first person we would hire would be the Head of CX. So the second person we would hire would be a Customer Insights Manager.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

Beyond Philosophy

NOVEMBER 18, 2014

Whether Customers are on the phone with your call center, chatting with your digital team online or talking face-to-face with an employee in a brick and mortar location, your channels need to present a united front to your Customers, providing them with the Customer Experience you designed. How do you keep integration between your channels?

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

Beyond Philosophy

FEBRUARY 25, 2021

Starting in March 2020, Pine, a regular speaker, watched as all the events he was booked for canceled their in-person events and replaced them with virtual ones. While information can be great, Pine and other attendees missed the networking effect inherent in conferences and other in-person events.

Consulting 195

Consulting Consulting Personalization Management 195