ShepHyken

FEBRUARY 9, 2018

Brand advocacy simply means that people who love your brand will continue to support your company and promote your services or products to new customers organically. Not only will it solve your content reach and trust issues, you’ll also get the best customer service team in the world – a group of loyal and highly-engaged employees.

Customer Service 383

Customer Service Morale Sales Coaching 383

ShepHyken

FEBRUARY 22, 2019

I continue buying Stacy’s Chips and referring the products to everyone I know. People love the brand not just because the products are outstanding, but because their service is beyond exceptional. Trader Joe’s proactively offers customers samples of anything on the shelves to ensure people like the products before purchasing.

B2C 271

B2C B2B Customer centricity Employee engagement 271

Totango

MAY 17, 2021

Product engagement tells you how actively customers are using your product or platform. You can measure product engagement by selecting key performance indicators. Systematically tracking these KPIs positions you to proactively manage and improve engagement. What Is Product Engagement?

Management 62

Management Upselling Metrics Accountability 62

ShepHyken

AUGUST 30, 2019

Most companies tell their customers about other products and services related to their purchase, but fail to mention why these products and services are valuable. There will always be different types of customers for your products and services. You have to do the same for your products and services.

Airlines 263

Airlines Metrics Advertising Sales 263

ShepHyken

SEPTEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Mark Smith, writes about how crucial personalization can be to the customer experience. Originally, retailers used this concept to make their services more appealing to consumers by showing products and services that might match their particular preferences. Shep Hyken.

Customer Experience 296

Customer Experience Personalization Marketing Analytics 296

ShepHyken

NOVEMBER 29, 2019

Support experience, overall experience, company culture, quality of product/service, are the major factors that decide how your brand makes the customer feel. It’s natural for emotions, then, to be a natural part of customer engagement and experience. . Customer engagement isn’t just limited to remote experiences.

Technology 330

Technology Customer Experience Complaint resolution Gamification 330

ShepHyken

SEPTEMBER 13, 2019

However, there’s always room for improvement in how customers are engaged via chat. . You could be answering a prospect who has questions about a product, or a customer requiring technical support. So be sure to reference your knowledge base or engage an expert at your organization. Be quick to accept live chat requests.

Customer Experience 274

Customer Experience Technical Support Self service Best practices 274

Totango

SEPTEMBER 22, 2020

Just as resource companies have boosted yields and increased prospect success rates through the adoption of increasingly accurate scientific measurements, striking gold in customer success has become a product of data and observation. The first step in building strong customer engagement is understanding the current customer experience.

Best practices 96

Best practices Metrics Enterprise Personalization 96

JivoChat

OCTOBER 25, 2022

Nowadays, there are multiple ways how to monetize a blog. You will need to analyze what are the most effective strategies to implement on your blog and make money with them. It’s necessary to take into consideration what your goals with the blog are, the skills you have, and the actions you would enjoy dedicating yourself to. .

Advertising 75

Advertising Sales Marketing Best practices 75

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. Here are several areas that virtual web assistants can optimize productivity for busy companies.

CRM 239

CRM Enterprise Benchmark outsourcing 239

ShepHyken

DECEMBER 9, 2016

This week on our Friends on Friday guest blog post my colleague, Stephan Delbos, writes about the importance of doing more than satisfying customers, you must delight them. And customers who are emotionally engaged are at least three times more likely to recommend a brand, and three times more likely to make a future purchase with them.

Customer emotions 308

Customer emotions Marketing Customer Experience Customer Service 308

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Are you marketing your product in the right way? It is important to design a good product. The company can then advertise and sell their products as per the market needs.

Advertising 274

Advertising B2B Employee engagement CRM 274

ShepHyken

FEBRUARY 23, 2018

As employees are seen and heard, valued, engaged, acknowledged, and appreciated, so too will the customers. On this point, employee engagement in the company message is critical. The post Guest Blog: 3 Key Principles for Customer Satisfaction appeared first on Shep Hyken. It starts at the level of the employee experience.

Scripts 231

Scripts Employee engagement Customer Service Customer Experience 231

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. Dan Rood is the Senior Director, Product and Content Marketing at Genesys. Shep Hyken.

Self service 200

Self service APIs Surveys Analytics 200

ShepHyken

APRIL 12, 2019

This may include addressing potential problem areas prior to hire, such as the need for long, sometimes unpredictable hours or overtime, a stressful and/or fast-paced environment, and the expectation to engage in tasks that they are not well-suited for or may feel is “not their job.” Every industry has different FAQs.

Customer Service 271

Customer Service Education Healthcare Customer centricity 271

ShepHyken

NOVEMBER 10, 2017

To improve visitor engagement and bring them closer to conversion, communication is essential. Live chat tools are a great way to turn visitors into prospects and prospects into customers by engaging them through relevant answers to queries. 5. Engages visitors with real-time proactive chat sessions.

Transportation 185

Transportation Analytics Banking Metrics 185

CSM Magazine

JULY 17, 2023

If you are a business owner that does not have a blog, it is time to change that. Now that we have that out of the way, let’s cover the most important advantages of having a blog. Later on, we will also give you some tips on how to blog effectively. Later on, we will also give you some tips on how to blog effectively.

Entertainment 52

Entertainment Engineering Advertising Marketing 52

ShepHyken

NOVEMBER 17, 2017

This week we feature an article by Megan Wenzl about the importance of online reviews to your business and customer engagement. Customer engagement is the communication with customers through a variety of channels to create emotional connections that foster customer loyalty. – Shep Hyken. Reviews Help Customers Find You.

Advertising 202

Advertising Feedback Customer Experience Customer Service 202

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. Provide An Understanding of the Company & Product. Therefore, employees need to be given in-depth insight on each product or service.

Customer Service 209

Customer Service Education Customer Support Management 209

ShepHyken

OCTOBER 19, 2018

Other areas of personalization include tailored product recommendations, personalized content widgets, and customized overlays that fire on exit intent. It’s not only showing the right content on the web or via email but can decide if these are even the appropriate channels to engage with a customer at any given time.

Customer Service 277

Customer Service Automotive Airlines Chatbots 277

ShepHyken

JUNE 23, 2017

Promotions, proactive invitations and live chat work well both in B2C and B2B e-commerce environments, as they can be tailored to your organization’s products. Engage with Customers Proactively. How is your business engaging with your website visitors? Lead Generation. Households Have Amazon Prime.

Banking 192

Banking B2C Advertising B2B 192

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

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. Educate your employees on exactly what your company stands for and how it differentiates from similar brands, products, or institutions.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

ShepHyken

OCTOBER 27, 2017

Tim Fujita-Yuhas serves as Director of Product Management and New Product Strategy for OpenMarket’s Mobile Engagement Platform, specializing in enterprise mobile engagement services. He is responsible for product strategy and business planning for the company’s mobile messaging solutions. .

Customer Service 210

Customer Service Customer centricity Enterprise Personalization 210

ShepHyken

NOVEMBER 4, 2016

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. Millennials today are the forefront of organizations and drive the demand proliferation of any product or service. – Shep Hyken .

Analytics 316

Analytics B2B Technology Enterprise 316

ShepHyken

NOVEMBER 30, 2018

This may involve your return policy, your strategy for handling missed flights, or your interest in repairing products after the warranty expires. The proper first step therefore involves identifying a clear pain point or efficiency gap within the customer engagement journey. They invest to meaningfully improve the customer experience.

Abandon rate 239

Abandon rate Journey mapping Average Handle Time Customer centricity 239

ChurnZero

DECEMBER 9, 2020

If you’re eager to learn more about the Customer Success space too, we’ve compiled a list of industry blogs you should follow and bookmark that can help provide you with all the insights, strategies and guidance you need. Must-Read Customer Success Blogs. The Success League Blog. Tri Tuns Blog. SuccessCOACHING Blog.

Consulting 98

Consulting Consulting Best practices Upselling 98

ShepHyken

MAY 25, 2018

Our engagements must shift seamlessly between selling, serving, and retaining – adapting based on the customer context. Marketing has always been about pushing products, and service has been about solving problems, but that’s an outdated outlook. We have to head issues off before they go nuclear.

Call Center 185

Call Center Customer retention Upselling Advertising 185

ShepHyken

MARCH 23, 2018

Impact: Employees with an emotional connection to their work are more productive. They had greater employee engagement and more loyal customers. How to prevent and correct: Companies that differentiate and dominate in their markets have a passion for the products or services they provide and the people for whom they provide them.

Airlines 205

Airlines Morale Benchmark Marketing 205

ShepHyken

DECEMBER 20, 2019

This means you will be less motivated to engage with this company again. 80% of customers think the experience that a company provides is just as important as its products and services. • A large percentage would even pay more for a product or service if they’re guaranteed great customer care. The results are eye-opening. •

Customer Experience 207

Customer Experience Customer retention Analytics Contact Center 207

ShepHyken

AUGUST 31, 2018

Speech recognition quality exceeding the acceptable 95% has blown up the niche of speech recognition products. He’s a Marketing Manager for customer engagement software, RichCall. The post Guest Blog: 8 Exciting Ways AI Delights Customers appeared first on Shep Hyken. Voice-activated service. search online. process payments.

Self service 185

Self service Chatbots Personalization Interactive Voice Response 185

ShepHyken

DECEMBER 13, 2019

But be careful of engaging too many vendors – it is more than just cutting administration costs: closer relationships with fewer vendors allows you to work together to control costs and deliver seamless projects. The post Guest Blog: Winning Tactics for CX Vendor Selection appeared first on Shep Hyken. Credit Check.

APIs 254

APIs Enterprise Government Customer Experience 254

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. Peter is upbeat, engaging, optimistic and charismatic. Shep Hyken. Let’s put this model into action with Peter, a Parrot salesperson.

Sales 310

Sales Personalization Analytics 310

ShepHyken

NOVEMBER 24, 2017

In fact, when a company engages their customers through social channels in this way, those customers go on to spend 20 to 40 percent more on products and services from that company. In other words, if you’re not engaging in this practice, you’re losing opportunities and profits alike. It Starts with Effective Social Listening.

Customer Service 221

Customer Service B2B B2C Accountability 221

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. Back office support. Subject matter experts.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

ShepHyken

JUNE 16, 2017

Complex websites and high priced products often require a more tailored, personal service. This is driven by the fact that these voice-based interactions allow deeper human-to-human engagement, which is vital for increasing order values, driving brand recognition, and delivering great customer experiences. Things need to be explained.

Customer Service 211

Customer Service Self service Personalization Technology 211

ShepHyken

JULY 6, 2018

High-margin products. New product lines. Product knowledge. In addition to telling them about the competition face-to-face, you may want to post something on a staff noticeboard, or online if your organization uses a workplace engagement platform or intranet. Sales revenue. Promotions. Loyalty and rewards programs.

Sales 179

Sales Customer Experience Upselling Management 179