ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR Nice customer service, but don’t miss the opportunity to turn that thank you into the next opportunity.

Customer Service 254

Customer Service Customer retention Contact Center Upselling 254

Beyond Philosophy

DECEMBER 26, 2017

Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty. As a result, much of the surveying is about employee happiness, fit, alignment, meaningful work, commitment to company goals, and productivity. embedded in the employee experience.

Surveys 279

Surveys Enterprise Consulting Consulting 279

ProProfs Blog

NOVEMBER 15, 2021

Entrepreneurs wishing to scale their business often fall prey to expensive consultants and time-consuming PR experts. What if I tell you that you could achieve the same by sending out business surveys questions while spending negligible time and money. . And this could be simply done by conducting business surveys. The result?

Surveys 144

Surveys Feedback Morale Customer effort 144

ShepHyken

SEPTEMBER 26, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Qualities You Need To Get A Good Customer Service Job by James Spillane. Business 2 Community) Are you interested in getting a customer service job? Are You Using the Right Customer Experience Analytics?

Customer Service 167

Customer Service Customer retention Analytics Surveys 167

Bill Quiseng

DECEMBER 13, 2021

That’s why a high customer retention rate is an important goal for many businesses. Excellent customer service is one of the best ways to achieve this goal. Customer retention supports long-term growth because it creates a loyal customer base. Why Does Customer Service Impact Retention?

Customer retention 173

Customer retention Customer Service B2C B2B 173

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. Digital-first servicing drives improved CX and brand engagement. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 62

Consulting Consulting Marketing Customer Service 62

ShepHyken

NOVEMBER 13, 2019

It wasn’t that long ago that you would go to a store, dine at a restaurant, do business with a vendor or call a customer support center and notice how good the customer service was. A great service experience stood out. Back then, the rock star company that was known for customer service was IBM.

Customer Service 285

Customer Service Consulting Consulting Surveys 285

Micah Solomon

OCTOBER 9, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Train your employees to handle unhappy customers–and to win them back when things go wrong. Is it inviting?

Customer Experience 264

Customer Experience Customer Service Consulting Consulting 264

Beyond Philosophy

DECEMBER 22, 2023

We host Alex Mead , Global Customer Service Experience Director of Alvarez & Marsal ( alexmead@sky.com ), to discuss this crucial topic and its implications for experiences. Mead envisions that AI will significantly reduce customer effort in their experiences. Complete this short survey. How can we help?

Consulting 222

Consulting Consulting Education Customer effort 222

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Winning means losing in the game of customer retention by Linda O’Grady. The key is to hang onto the right customers. Want to Deliver Better Customer Service? My Comment: What is context?

Construction 229

Construction Customer Service Feedback Customer retention 229

ShepHyken

APRIL 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. Surveys in the Time of Pandemic by Jim Tincher. How to enhance customer service with a consultative approach by Andrea Grodnitzky.

Customer Service 161

Customer Service Consulting Consulting B2C 161

ShepHyken

NOVEMBER 6, 2020

This week we feature an article from Michael Magnus, a Strategic Communication lecturer and marketing consultant at Magnus Opus. He shares the process of conducting consumer research and how to implement your findings into the customer experience. Whole Foods understands what drives their customers’ purchase behavior.

Marketing 250

Marketing Customer Service Consulting Consulting 250

ShepHyken

AUGUST 17, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Experience Emerges As A Critical Strategy For Small And Medium Sized Businesses by Maria Morais. My Comment: In the recent Consumer Sentiment survey conducted by McKinsey & Company, only a third of U.S.

Customer Service 231

Customer Service B2B Consulting Consulting 231

ShepHyken

NOVEMBER 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. No, I Don’t Want to Take Your Survey By Gerry McGovern . CMSWire) Take your survey? Do customers really want to take your survey? Here are my top five picks from last week. Are you my boss?

Customer Service 200

Customer Service Airlines Employee engagement Morale 200

Toister Performance Solutions

DECEMBER 10, 2020

Customer service is getting worse. Companies are struggling to avoid service failures and keep their customers happy. But a third report and two top customer experience experts offer a glimmer of hope. But first, let's look at the state of customer service. Is customer service getting worse?

Customer Service 141

Customer Service Surveys Consulting Consulting 141

Vonage

DECEMBER 13, 2018

Disappointing results on a customer service survey can be more than demoralizing. The problem is unlikely to be the survey design (though that’s possible). Build out your broad-based customer service standards and guidelines. . Double down on customer service training. It will pay off.

Surveys 86

Surveys Customer Service Consulting Consulting 86

TechSee

MAY 4, 2021

Economic and logistical challenges have resulted in businesses turning to the gig economy to support and scale their customer service and sales efforts while lowering their fixed costs and in-house overhead. The Concept of GigCX: Freelance customer service agents. Why Customer Service is adopting the Gig Model.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 62

Consulting Consulting Contact Center Gamification 62

CSM Magazine

DECEMBER 18, 2023

Customer Service should be a human experience. Countless companies have lost sight of that crucial fact, often relying on chat or never-ending touch-tone menus that frustrate customers immensely. So much so, that those disgruntled customers often choose to take their business elsewhere. Lost customers mean lost profit.

Personalization 52

Personalization Customer Service Multi-channel support Surveys 52

CCNG

SEPTEMBER 13, 2023

Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. Below are some of the highlights shared at the event as provided by a CCNG member in attendance.

CCNG 195

CCNG Contact Center Interactive Voice Response Education 195

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. Before the age of landing pages, online forms, and pop-up chatbots, contact centres were the only way we could engage with brands and services. They were the cornerstone of the service industry, and in many ways they still are.

Interactive Voice Response 342

Interactive Voice Response Customer centricity Consulting Consulting 342

ShepHyken

JANUARY 12, 2018

Customer service designs that are remarkable get talked about. So telling yourself these myths about customer experience is a big no-no and won’t take you where you want to go will they? We often get questions and comments on delivering great customer service and experiences. Are we taking a survey?

Customer Service 236

Customer Service Scripts Customer Experience Personalization 236

DMG Consulting

JUNE 8, 2021

DMG Consulting Releases 2021 – 2022 Interaction Analytics Product and Market Report. Who : DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . Where : Available at the DMG Consulting online store. When : Today, 3 June 2021. Background : .

Consulting 59

Consulting Consulting Analytics Marketing 59

Lumoa

APRIL 28, 2024

Higher Revenue: 64 % of customers will spend more if a business resolves their issues where they already are. Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights. You will need to reach out for a consultation first.

Feedback 83

Feedback Consulting Consulting Enterprise 83

ShepHyken

SEPTEMBER 4, 2023

In the same way, a significant gap often exists between what executives believe about their customer service and what customers actually experience. Despite the high investment of $300 billion annually worldwide on leadership development, surveys consistently show that employees still feel disengaged.

Employee engagement 207

Employee engagement Surveys Consulting Consulting 207

DMG Consulting

APRIL 13, 2022

DMG Consulting Releases 2022 – 2023 Workforce Management for the Enterprise Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . Where: Available at the DMG Consulting online store. said Donna Fluss, President of DMG Consulting LLC. “In

Consulting 48

Consulting Consulting Enterprise Management 48

Nicereply

MARCH 23, 2021

Staying on top of new customer service trends can be exhausting. Having a well-rounded collection of sources can help your team identify new opportunities for improvement and up your customer service game. We’ve got quite a few friends in the customer service world who inspire us. Keeping them is hard.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

DMG Consulting

JUNE 12, 2023

Customer Service Woes? COVID-19 caught companies off guard, and they scrambled very quickly to rework their customer service operations to tackle the disruption that the pandemic caused. There seems to be an increasing number of customer service complaints across industries. The post Customer Service Woes?

Customer Service 48

Customer Service Contact Center Self service Government 48

DMG Consulting

OCTOBER 13, 2021

DMG Consulting Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. Where: Available at the DMG Consulting online store. MEDIA ALERT. Background: .

Consulting 48

Consulting Consulting Contact Center Marketing 48

ShepHyken

NOVEMBER 24, 2017

This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. If you’re not monitoring what customers are saying about you and your company on social media, what are you waiting for?! – Shep Hyken. Then try asking them, through a survey.

Customer Service 220

Customer Service B2B B2C Accountability 220

ShepHyken

APRIL 24, 2017

Each week I read a number of customer service articles from various online resources. Hidden Secrets of Exceptional Customer Service From Amazon, PriceFixer, Netflix and Tesla You Could use to Command Your Customers’ Loyalty by Vicky Law. My Comment: Want to learn from some of the masters of customer service?

Customer Service 174

Customer Service Surveys Personalization Consulting 174

ProProfs Blog

APRIL 16, 2020

With the in-depth knowledge of the user’s perspective, the content marketing strategy gets closer to its goals, and online surveys are great to obtain this knowledge. The more you know about the expectations and necessities of your customers, the more valuable content you can create for them. Create Happy Customers.

Surveys 78

Surveys Marketing Feedback Consulting 78

ShepHyken

FEBRUARY 12, 2021

She shares different channels and strategies for creating the most convient customer support experience for your customers. According to Deloitte’s 2019 Global Call Center Survey , customer service topped the agenda for most firms. 85% of respondents believed that the customer experience was vital to success.

Chief Customer Officer 273

Chief Customer Officer Call Center Consulting Consulting 273

ShepHyken

JULY 1, 2020

I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. If they leave and take 3 out of 4 customers with them, that could be painful to a company. Some companies are automating their customer service process, which includes self-service channels.

Self service 397

Self service Consulting Consulting Surveys 397

ShepHyken

SEPTEMBER 20, 2022

Turn customer support agents into customer service executives who own the experience. Give them their own bot assistants and real-time knowledge bases that they can leverage to solve their customer’s problems. A NICE survey found that 80% of consumers will start with digital (website, app, Google search, YouTube, etc.)

Scripts 167

Scripts Consulting Consulting Surveys 167

Beyond Philosophy

NOVEMBER 26, 2022

24:37 We explain why customer service is one of the most important aspects of succeeding businesses during times of recession. Complete this short survey. Customer Experience Information & Resources. Click here to learn more about Beyond Philosophy’s Suite of Services. Check it out here. How can we help?

Consulting 171

Consulting Consulting Surveys Customer Experience 171

CSM Magazine

JUNE 22, 2023

In recent years, the importance of effective customer service strategies has become increasingly evident for businesses across various sectors. One aspect of a customer service strategy is to leverage data to create personalized experiences, streamline processes, and improve overall customer satisfaction.

Customer Service 52

Customer Service CRM Accountability Customer retention 52