ShepHyken

OCTOBER 18, 2019

Nevertheless, the opportunity presents itself. The post Guest Blog: How to Turn Customer Service Mistakes Into Happiness appeared first on Shep Hyken. Propel yourself over that bar and you just might make a loyal customer. And sometimes the happiness or lack of happiness has nothing to do with you or your company.

Customer Service 222

Customer Service 222

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 283

Entertainment Morale Sales Personalization 283

ShepHyken

FEBRUARY 23, 2018

Be present. Whatever we present to the world as a core value, we must honor and exemplify, across the board with no exceptions, and when we fall short, acknowledge that immediately. The post Guest Blog: 3 Key Principles for Customer Satisfaction appeared first on Shep Hyken. So how do we do that?

Scripts 231

Scripts Employee engagement Customer Service Customer Experience 231

ShepHyken

JULY 28, 2017

Ted Janusz is a master facilitator with Shepard Presentations and The Customer Focus. The post Guest Blog: Becoming a Blockbuster? However, when it comes to the customer experience, consumers are constantly looking for newer, better, faster, cheaper or easier ways of doing things. Are you playing by your rules, or by theirs?

Consulting 199

Consulting Consulting Marketing Customer Experience 199

ShepHyken

MAY 25, 2018

Each strategy has options you could use in those situations, like when it’s time to sell, there may be 50 offers you could present to a customer. For propensity, you use predictive models to calculate how likely a customer is to accept what you present. That’s your next-best action. One channel at a time.

Call Center 185

Call Center Customer retention Upselling Advertising 185

ShepHyken

NOVEMBER 16, 2018

This pattern isn’t going to change since presently kids as youthful as 5 years know how to work a smartphone. The post Guest Blog: Impact of Technological Advancements on Consumer Behavior appeared first on Shep Hyken. LinkedIn even brought down its age breaking point to 13 years to gain on the technology adoption rate.

Technology 242

Technology Chief Customer Officer Education Big data 242

ShepHyken

JUNE 23, 2017

Proactive invitations present an image to the customer inviting them into chat, this can be set up to automatically display based on your company’s criteria, e.g. certain pages or after a period of time. A store will have posters in the shop window about special deals and offers presented throughout the shop. Proactive Invitations.

Banking 192

Banking B2C Advertising B2B 192

ShepHyken

FEBRUARY 2, 2018

Presents, games, and alcohol are often part of the festivities. Misa Chien is the co-founder of Praiseworthy , a customer service blog helping small businesses improve their customer service. The post Guest Blog: What Can We Learn from Southwest’s Customer Service? It must be part of the company’s culture. – Shep Hyken.

Airlines 213

Airlines Customer Service Surveys Feedback 213

ShepHyken

APRIL 12, 2019

However, these employees also present unique challenges to delivering exceptional customer experiences. The post Guest Blog: How to Get the Most from Seasonal Customer Service Employees appeared first on Shep Hyken. For many organizations, seasonal staff are vital to operations.

Customer Service 271

Customer Service Education Healthcare Customer centricity 271

ShepHyken

OCTOBER 19, 2018

The adoption of artificial intelligence and machine learning presents the opportunity to enhance the customer experience while maintaining an authentic and meaningful connection with those who matter most: people.”. The post Guest Blog: How Will Artificial Intelligence Impact CX and Customer Service? appeared first on Shep Hyken.

Customer Service 277

Customer Service Automotive Chatbots Airlines 277

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 1: A Problem Needs Solving. According to research conducted by ?

Customer Experience 286

Customer Experience Personalization Customer Service Marketing 286

ShepHyken

JUNE 15, 2018

For customer support, this translates to bots that present customers with a list of possible options and which can take specific actions in response to those options. The post Guest Blog: Customer Support Chatbots – Striking The Right Balance appeared first on Shep Hyken.

Chatbots 190

Chatbots Customer Support Healthcare Scripts 190

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. The post Guest Blog: Customer Feedback Loops – 3 Examples & Strategies appeared first on Shep Hyken. They are the most at-risk customers, who are likely to churn and give a bad review.

Feedback 236

Feedback Surveys Technical Support Personalization 236

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. Don’t be afraid to implement an idea presented by an employee (if you think it’s viable) and definitely give them credit.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

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. At the end, the bot presents the user with the request it’s formulated for confirmation. “So, Used properly, I believe bots can be an customer service excellent tool.

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 12, 2019

Collecting this data in large quantities can present more of a burden than a solution if you lack the necessary resources for combing through and creating actionable insights that pinpoint inefficiencies in your operations. Understand Your Facilities Through Data Collection.

Customer Experience 270

Customer Experience Technology Enterprise Analytics 270

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. Do not wait until you have all of your solutions lined up, neat in a row and presenting your findings to your customer.

Customer Service 0

Customer Service Airlines Government Consulting 0

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. When he finally moves onto Probing for Needs, Peter doesn’t ask many questions so he can get to his favorite phase, Presenting the Product.

Sales 310

Sales Personalization Analytics 310

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

ShepHyken

JUNE 1, 2018

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. Increase lead generation. Boost overall sales. Monitor cart abandonment. Monitor support costs.

Customer Support 257

Customer Support Sales Marketing B2B 257

ShepHyken

JULY 6, 2018

The aim to provide perfect customer experiences must be present not just at the organizational level, but at the level of every sales associate. The post Guest Blog: Using Sales Contests to Lift Customer Experience appeared first on Shep Hyken. Read Shep’s latest Forbes Articles: Half Of U.S.

Sales 179

Sales Customer Experience Upselling Management 179

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. This presents new hurdles on both the people and technology fronts and why Workforce Optimization is more important now than ever. Let’s face it, the workplace will forever look different.

Contact Center 96

Contact Center Technology Personalization Management 96

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

ShepHyken

MARCH 15, 2019

It’s no longer enough to just present products anymore; stores have to create in-store experiences that delight shoppers in order to earn their business. The post Guest Blog: Why Facilities Managers Are the Hidden Heroes of Great Customer Service appeared first on Shep Hyken. Final Thoughts.

Customer Service 188

Customer Service Management Customer Experience Customer effort 188

Certified Languages International

MARCH 1, 2020

We found two inspiring stories about intrepid women interpreters, past and present, who have played important roles in facilitating communication between people and cultures. Let’s explore part of their journeys. La Malinche, Nahuatl and Yucatec Maya interpreter. Interested in more content like this?

Advertising 93

Advertising Government Accountability 93

NobelBiz

MARCH 24, 2022

Following that, the IVR system joins the game and communicates with the consumer via voice response, presenting several possibilities for him to input the one he has selected. The post Sample Information+Knowledge article blog appeared first on NobelBiz.

Interactive Voice Response 52

Interactive Voice Response call center software Contact Center Call Center 52

Concentrix

APRIL 21, 2023

Discover how immersive, web3, and generative AI technologies can help create commercial offerings that deliver business value today.

Technology 62

Technology 62

Call Experts

FEBRUARY 18, 2021

Check out this blog. . You can follow our blog or some of the blogs listed below! Contact Center Blogs to Follow: Telephone Doctor. Contact Center Blogs to Follow: Telephone Doctor. This blog offers helpful support documents that delve into customer service, customer experience, and the contact center business.

Contact Center 52

Contact Center Interactive Voice Response Best practices Call Center 52

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. Agents will be presented with increasingly more complex situations which will require more engagement, insight and analysis. Key Learnings from Kate Leggett and Steve Nattress. The more YOU KNOW. . How AI-Enabled Super-Agents Improve CX.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Nuance

NOVEMBER 28, 2018

It […] The post Unstructured data growth presents a document security challenge appeared first on What’s next. Visit Nuance's What's next blog to see the full content. This is a summary.

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Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Blog #3 of 4 With context, AI seeks to improve more quickly than ever. Watch for our next blog on October 22nd: Key Learnings from our Webinar with Kate Legget of Forrester. Constant Learning Improves AI Recommendations. Refining the Models.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

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. This presents new hurdles on both the people and technology fronts and why Workforce Optimization is more important now than ever. Let’s face it, the workplace will forever look different.

Analytics 59

Analytics Contact Center Technology Personalization 59

OctopusTech

OCTOBER 8, 2019

A well-researched and high-quality blog post would be worthless if no one ever finds it online. So, how can you improve your SEO and optimize your blog posts so that they may rank high on Google and other search engine’s SERP? Well, that is exactly what we are going to learn in this blog post today. Keyword Research.

Best practices 74

Best practices Marketing 74

Beyond Philosophy

OCTOBER 2, 2017

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. This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.”

Customer Experience 574

Customer Experience Customer emotions Consulting Consulting 574

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. . The post Artificial Intelligence in Customer Service: The Past, Present, and Future appeared first on Solvvy.

Interactive Voice Response 48

Interactive Voice Response Customer Service Chatbots Self service 48