ShepHyken

AUGUST 10, 2018

This week we feature an article by Jarrin Howard who writes about how predictive analytics can enhance customer relations. – Shep Hyken. Have you ever gone down a rabbit hole of suggested videos on YouTube? These are common examples of sites using predictive analytics catering to individual customer preferences.

Analytics 168

Analytics Upselling Banking CRM 168

Beyond Philosophy

SEPTEMBER 14, 2023

Are you ready for AI? Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. Some firms are. It didn’t.

Self service 221

Self service Analytics Personalization Consulting 221

Beyond Philosophy

JANUARY 25, 2024

You might recall how I like to say, “None of us are as clever as all of us.” So, we asked you, our readers to submit your thoughts, ideas, reactions, lists, or whatever else you have to offer, that we can then discuss. Justin shared how sports can teach us a lot about how to improve your Customer Experience.

Customer Experience 195

Customer Experience Customer centricity Finance Sales 195

Beyond Philosophy

JANUARY 8, 2021

It is not often in life that you get the opportunity to reset things. However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. Now, we can decide what parts of the change we want to keep to respond to what customers want now.

Customer Experience 448

Customer Experience Consulting Consulting Personalization 448

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

Beyond Philosophy

APRIL 23, 2021

Emotions rule your customers’ buying decisions. Sure, their rationality weighs in sometimes, too, but often, it’s the emotional side that drives customers to buy. These two parts of us, the emotional and the rational represent the two ways of thinking that serve as the foundation for understanding customer behavior.

Government 435

Government Consulting Consulting Customer Experience 435

Beyond Philosophy

MARCH 19, 2020

We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. Some of the research told us what we expected to hear, but some of the revelations might surprise you. You All Want Growth.

Consulting 479

Consulting Consulting Marketing Customer Experience 479

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” This idea was revolutionary in that day, but today, the business world has more or less accepted that emotions are a significant part of interactions with customers.

Customer emotions 435

Customer emotions Management Journey mapping Customer advocacy 435

Steve DiGioia

APRIL 5, 2021

During our young adult years, we’re still concerned about “fitting in” and finding our place in “work world” – which is either far different from or eerily similar to “school world”. We need to make our mark on the world – in whatever form that may be and not join the crowd. But that didn’t stop me from doing what I thought was best.

Customer Service 246

Customer Service Personalization 246

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. They focused their attention on the customer-facing teams at first. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! NICE Systems, Inc., and Fred Reichheld.

Finance 195

Finance Customer centricity Accountability Technical Support 195

Beyond Philosophy

JULY 16, 2020

Today, we decided to address memory and how crucial it is to enhance your customers’ recollections of their experience with you. She, along with colleagues, published about the Return Trip Effect. Chen and her colleagues decided to show this effect and determine what causes it. ” effect.

Feedback 486

Feedback Consulting Consulting Government 486

CSM Magazine

JANUARY 25, 2022

If you’re a customer service professional, you know that customers are your lifeblood and livelihood. You likely also know about the traditional methods of gaining and retaining customers. However, there might be another asset you or your customer service reps might be overlooking.

Customer retention 52

Customer retention Advertising Customer Service Management 52

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. To understand how it requires a better understanding of what the inventor of the hashtag Chris Messina’s calls Conversational Commerce. Messina is an expert on this subject.

Airlines 415

Airlines Call Center Consulting Consulting 415

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. The more YOU KNOW. . As we saw in yesterday’s webinar, both enhancing the Customer Experience (CX) and understanding the Voice of the Customer (VoC) are inextricably linked… for the better.

Self service 76

Self service Contact Center Benchmark Chatbots 76

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR

Customer Service 256

Customer Service Customer retention Contact Center Upselling 256

Nicereply

MAY 7, 2024

To drive sales, you need to make sure that the product or service you’re offering was not made for the sake of it: it addresses a real need. How do you do this? By getting to know your potential customers and learning about their problems. What is a customer pain point?

Sales 52

Sales Management Surveys Wait times 52

Totango

FEBRUARY 23, 2024

What do these four pairs have in common? Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. Bitter tech rivals put aside their differences to create world-changing innovations.

Chief Customer Officer 92

Chief Customer Officer Customer centricity Metrics CRM 92

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Clear your internal barriers before you complete the RFP process. Yes, Legal, we’re looking at you. Be considerate about what roles they have to play in the transition.

outsourcing 71

outsourcing Customer Care Best practices Management 71

Comm100

FEBRUARY 15, 2022

The modern global consumer is impatient, specific about their needs, and more than willing to jump ship to go to another brand if you fail to impress them immediately. Let’s break down how you can do just that now. What are on-demand economies? Nowhere is this more apparent than in the sphere of customer service.

Customer Service 52

Customer Service Chatbots Self service Transportation 52

VirtualPBX

JANUARY 23, 2024

Guest Blog If you deal with large volumes of data – like call centers tend to – you may find yourself a target of cyber criminals and your cybersecurity may be at risk. When you have a large number of staff, the possibility that one of them might turn out to be the weakest point can be significant.

Call Center 98

Call Center Engineering Education Best practices 98

Comm100

JUNE 25, 2020

You can find her on LinkedIn. First, the COVID-19 pandemic revealed the need for companies to keep business going responsibly. Now, as racial relations dominate the news, many companies may feel the need to reassure their consumer base that they are on the right side of history. Making It About You.

Customer Service 52

Customer Service B2B Sales Customer Care 52

Nicereply

OCTOBER 4, 2021

We all need to make more effort to show up in other people’s lives in ways that are supportive and enriching. If you work in a customer support segment you’re probably familiar with the celebration of Customer Support Week. Did you know that….? What does she/he prefer?

Customer Support 98

Customer Support Personalization Customer Service Management 98

Nicereply

JUNE 20, 2023

Recruiting a customer experience talent is always a challenge. Recruiting top Customer Experience talent has added complexities because these hires likely impact customers directly. Recruiting top Customer Experience talent has added complexities because these hires likely impact customers directly.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

ProProfs Blog

JANUARY 18, 2022

Market research questions can help you capture the best insights when you are up for launching a new product or a feature. Sending out such surveys about market needs and preferences enables companies to understand how their target market feels and behaves. What are Market Research Questions? Education level.

Marketing 145

Marketing Surveys Feedback Education 145

VirtualPBX

NOVEMBER 29, 2023

Guest Blog From SayNine Business communication changes almost on a daily basis, and it is essential for businesses to try to keep up with the new trends in the sphere. It revolutionized the way organizations communicate both internally and with clients. What is VoIP? So, what is VoIP ? What is VoIP?

voip 98

voip Analytics B2B Technology 98

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. When you know what customers think about your product and your service, you’re able to plan strategically and make smart bets.

Surveys 98

Surveys Feedback Customer Support Wireless 98

Blueship Call Center

NOVEMBER 28, 2023

Selecting an outsourcing partner that is both affordable and has highly skilled staff is essential for businesses looking to outsource to grow and enhance customer operations. But with so many BPO companies in the world, it may surely be difficult to choose one that offers customer-focused email service and a fast response time.

outsourcing 67

outsourcing Calibration Business Process Outsourcing Call Center 67

aircall

AUGUST 14, 2022

It’s a surefire sign that you’re doing things right, providing a high standard of customer service quality , and delivering a product people want. . When everything is going so well, it feels like the last thing you want to do is change it. The Importance of Scaling Customer Support. It’s not always easy though.

Customer Support 117

Customer Support Benchmark CRM Chatbots 117

ChurnZero

MARCH 25, 2022

Have you ever dealt with onboarding a new CSM to your team or having a tenured CSM leave your team — or both at once? It’s in these situations, you wish you could just hit pause until you sort it all out. But alas, time — and customer accounts — waits for no one. How to reassign customers to a new CSM.

CRM 98

CRM Accountability Construction Feedback 98

Bill Quiseng

MARCH 1, 2021

“You will be the same person in five years as you are today except for the people you meet and the books you read.” Michelli’s The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton. What is the purpose of my business?

Consulting 148

Consulting Consulting Enterprise Customer Experience 148

ProProfs Blog

JANUARY 18, 2022

The best thing about Rating Scale Questionnaires is that they are recognizable and easy to understand. So if you wish to use rating scales for your research but have no idea where to start, this blog will offer all the help you need. What is a Rating Scale? Their likelihood of recommending a product/service.

Surveys 142

Surveys Best practices Feedback Customer Service 142

Nicereply

APRIL 12, 2023

A strong customer service team culture is the direct result of trusting, engaged employees. People spend a lot of time at work and walking into a nightmare environment with a team you don’t really jive with can take its toll. But let me stop you there. Customize how you show your gratitude to each individual.

Customer Service 98

Customer Service Feedback Healthcare Education 98

Blueship Call Center

OCTOBER 25, 2023

This article will provide you with all of the information you need if you’re thinking about outsourcing your back office activities. This article will provide you with all of the information you need if you’re thinking about outsourcing your back office activities.

outsourcing 76

outsourcing Customer Care Call Center Technology 76

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

ProProfs Blog

DECEMBER 12, 2019

Are you unable to cater to the customers’ needs and their grievances? Here, you will be engaged in a detailed discussion on how to run a help desk and the various ways to improve help desk performance. Primarily, a help desk refers to the assistance and advice provided by a company/organization to its customers.

Wait times 143

Wait times Metrics Self service Feedback 143

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Nicereply

OCTOBER 17, 2023

Support Operations has become more popular because of the advancement of the tools in the market and an increased focus on customer-centricity. When implemented correctly, Support Ops will enhance your customer experience and help you deliver higher-quality support services. What is Intelligent Support Operations?

Engineering 52

Engineering Feedback Accountability Customer centricity 52