NICE inContact

AUGUST 27, 2019

Many studies by groups like Forrester have concluded that customer engagement depends on employee engagement. That means connecting with customers emotionally is the task of the customer service agent. Bearing that in mind, here are 10 tips for connecting with customers emotionally. 1) Be personal. 4) Be proactive.

Customer emotions 59

Customer emotions CRM Contact Center Average Handle Time 59

Beyond Philosophy

MARCH 15, 2024

Here are some of the things you will learn: Starting with the obvious, we make the case that a well-thought-out plan is essential in managing customer crises effectively and that you likely have the foundations of one built already in your present customer service scheme.

Customer emotions 222

Customer emotions Management Customer Experience Customer Service 222

Toister Performance Solutions

JUNE 8, 2023

Managers often request it for customer service training, but participants don't like it. It would be one thing if role playing was a highly effective customer service training technique. I'm a customer service trainer who has trained thousands of employees, and I can tell role playing doesn't work.

Customer Service 81

Customer Service Customer emotions Coaching Contact Center 81

CSM Magazine

DECEMBER 19, 2023

In today’s competitive landscape, exceptional customer service isn’t just a nice-to-have; it’s a critical differentiator. This guide explores four transformative strategies to elevate your customer service, ensuring your business not only meets but exceeds customer expectations.

Customer Service 52

Customer Service Education Customer emotions Feedback 52

Enghouse Interactive

JULY 23, 2021

Your customers do not choose you based on the experience you provide. Instead, customers choose you because of the experience they remember you provide. Therefore, managing what your customers remember is imperative for organisations today. Guest Blog by Colin Shaw – Founder & CEO of Beyond Philosophy.

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Customer emotions Management Consulting Consulting 98

Toister Performance Solutions

AUGUST 26, 2021

Advanced techniques are one of the top requests I receive as a customer service trainer. Customer service professionals who master the basics will always do well. You can build these skills by taking my LinkedIn Learning course, Customer Service Foundations. Customer service is the same way.

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Customer Service Technical Support Customer emotions Airlines 84

Help Scout

AUGUST 5, 2021

These descriptions of burnout were recently shared with me by customer service professionals. Though it is not a medical diagnosis, burnout afflicts far too many customer service staff. Why are customer service professionals so prone to burnout? Customer service staff care.

Customer Service 135

Customer Service Management Customer centricity Customer emotions 135

ShepHyken

JUNE 16, 2020

Facial Coding in the Customer Experience. How to Read and Respond to Customers’ Emotions to Deliver Better Service. They discuss how emotions affect the customer experience, and how facial coding can help employees better understand and respond to their customers’ emotions.

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Customer emotions Customer Service Customer Experience 200

ShepHyken

MAY 18, 2021

The Role of Emotional Intelligence in Customer Service. Utilizing Emotional Intelligence Tools in Building Authentic Relationships. They discuss the importance of emotional intelligence in customer service and customer experience. Why is empathy important to customer service?

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Customer emotions Customer Service Sales Personalization 235

ShepHyken

SEPTEMBER 2, 2020

I’m not sure that the word “customer” creates distance, but changing the word to something other than customer, such as people —or guest, client, member or even neighbor—could bring that customer emotionally closer. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

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Customer emotions Customer Experience Customer Service 384

Toister Performance Solutions

JANUARY 7, 2021

We had just presented the inn with a customer service exceptionalism. What are customer service exceptionalisms? Exceptionalism are situations where a customer asks for something extra or unusual that would not normally be expected. Listen and respond to the customer's emotions.

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Customer Service Airlines Advertising Customer emotions 71

Beyond Philosophy

MARCH 4, 2019

Now, machines are developing emotional intelligence as well. The latest developments in this field are changing the way we can measure authentic customer emotions in real time. We discussed how technology and facial recognition are changing how to measure authentic customer emotions in real time on our latest podcast.

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Customer emotions Consulting Consulting Technology 256

ProProfs Blog

APRIL 24, 2020

We’ve seen popular brands create some of the most memorable and successful customer service stories. Believe it or not, but customer service psychology is one of the driving factors for their success. What is Customer Service Psychology? Adapt Communication Skills as per Customer Expectation.

Customer Service 123

Customer Service Feedback Chatbots Surveys 123

Kristina Evey

MAY 12, 2015

Get even more tips and strategies to immediately step up your game to increase customer satisfaction and loyalty by claiming your copy of “50 Customer Service Tips Made Simple” by clicking here https://kristinaevey.leadpages.net/50-customer-service-tips/ You’ll get instant access to what it takes to continue earning your customers (..)

Customer emotions 98

Customer emotions Banking Finance Customer retention 98

Beyond Philosophy

AUGUST 1, 2019

The Three Skills for Frontline Teams to Manage Customer Emotions. It comes down to three skills: Understanding the significance of customer emotions. Identifying what emotion the customer feels. Knowing how to manage the customer’s emotions to a valuable place.

Journey mapping 374

Journey mapping Customer emotions Scripts Consulting 374

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience. Published on: August 19, 2015.

Customer Service 85

Customer Service Self service Wireless Customer emotions 85

Bill Quiseng

NOVEMBER 8, 2023

With the Rule of Three in mind, here is the second QUI TAKEAWAY: Customer service versus customer CARE. So shouldn’t customer service be customer care? At the same time, customer service experts have advocated that the the people in customer service are the frontlines.

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Customer Care Customer emotions Education Customer Service 88

Comm100

JUNE 30, 2021

Customer service is often cited as the most important factor in customer satisfaction. It’s why we’re here to talk about how your customer service team can give your customers a positive experience, no matter the circumstance or query. What exactly is customer service?

Customer Service 52

Customer Service Customer Experience Feedback Advertising 52

JivoChat

APRIL 28, 2021

Customer service is king. What many companies fail to realize is that there are many different types of customer service. An essential aspect of customer service is engaging with customers where they are when they need you. Reactive vs. Proactive Types of Customer Service.

Customer Service 59

Customer Service Customer Experience Chatbots Self service 59

Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. However, if your employee experience isn’t great, your customer experience probably won’t be either.

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Consulting Consulting Customer centricity Customer emotions 418

Beyond Philosophy

FEBRUARY 5, 2015

Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation. Most brands and corporations get by on transactional approaches to customer relationships.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

ShepHyken

APRIL 16, 2019

They discuss his new book, Leading Loyalty: Cracking the Code to Customer Devotion , and the importance of empathy, responsibility, and generosity in the customer experience. The Interview with Sandy Rogers: During Sandy’s tenure at Enterprise Rent-a-Car, the company focused on improving customer service to drive loyalty.

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Scripts Enterprise Customer emotions Customer Service 242

Beyond Philosophy

OCTOBER 15, 2020

In other words, understanding in depth how customer emotions work in experiences, creating a deliberate strategy that appeals to customer emotions, and then implementing them consistently is critical. However, Carbone says that intentional design is critical to experience management.

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Customer emotions Consulting Consulting Customer Experience 328

aircall

FEBRUARY 21, 2018

High customer service attrition rates can sink an otherwise promising business, but this stubborn problem is solvable. Also, if emotional stress negatively impacts your best employees’ call volume, consider giving equal importance to NPS / CSAT scores when conducting performance reviews. Defending Against Angry Customers.

Customer Service 91

Customer Service Scripts Customer emotions Personalization 91

aircall

FEBRUARY 21, 2018

High customer service attrition rates can sink an otherwise promising business, but this stubborn problem is solvable. Also, if emotional stress negatively impacts your best employees’ call volume, consider giving equal importance to NPS / CSAT scores when conducting performance reviews. Defending Against Angry Customers.

Customer Service 91

Customer Service Scripts Customer emotions Personalization 91

Beyond Philosophy

NOVEMBER 10, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. 4 Ways to Gain Customers’ Trust in Data Security. Why Most Customer Experience Programs Fail. That which gets measured (and rewarded) gets done. What do you measure at your organization?

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

NOVEMBER 10, 2014

Bain and company estimates that the amount spent to attract new customers as high as seven times more than keeping an existing customer. And the key to keep your customers is improving your customer experience because 68% of the customers that leave you do so because they are upset with the Customer Service they received.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

C3Centricity

JANUARY 16, 2024

Most discussions about customer experience only consider the interaction between the customer and the company. As a result, most effort goes into improving customer service departments and call centres. The customer journey is often seen as linear and only impacting the different departments at distinct points in time.

Customer centricity 90

Customer centricity Customer Experience Journey mapping outsourcing 90

Ian Jacobs

DECEMBER 4, 2018

As the holidays approach and the post-holiday return rush quickly follows, a few things will occur simultaneously: hundreds of millions of customers will make purchases, total holiday retail sales will push the $720 billion mark, and millions more will send odd, ill-fitting, or unwanted gifts […].

Customer Service 116

Customer Service Sales Customer emotions Customer Experience 116

Beyond Philosophy

NOVEMBER 18, 2014

Blogs Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Loyalty Customer (..)

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Customer centricity Customer emotions Customer retention Consulting 322

Toister Performance Solutions

MAY 29, 2018

Customer service is about emotions. Yes, customers have rational needs like getting the candy bar they purchased or solving a billing issue. However, it's the emotions behind these experiences that will cause a customer to be loyal or jump ship. Try to identify the emotions the customer is expressing.

Customer Service 48

Customer Service Surveys Benchmark Customer centricity 48

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

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Marketing Customer emotions Employee engagement Customer centricity 418

Rant And Rave

JANUARY 30, 2019

80% of customer decisions are driven by emotion. The trouble is, emotions are notoriously difficult to manage, control and even understand.

Customer emotions 40

Customer emotions Management Customer Service Customer Experience 40

Beyond Philosophy

JANUARY 23, 2015

Blogs Leadership CEM CEO Conferences consultants consumer behaviour customer Customer Analysis Customer Behaviour customer centricity customer emotions customer experience books customer experience management customer experiences Customer Loyalty Customer Management Customer Mirrors customer research customer retention customer satisfaction customer (..)

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Customer emotions Customer centricity Customer retention Consulting 315

Beyond Philosophy

NOVEMBER 6, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences (..)

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

JULY 11, 2020

Moreover, research can help you focus on the areas in your Customer Experience that give you the most impact first. Our Emotional Signature ® Research defines what drives value for your customers emotionally. Then, you can look at the customer process to see when there are moments with potential to evoke that emotion.

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Management Customer emotions Consulting Consulting 351

Beyond Philosophy

OCTOBER 28, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. 4 Ways to Gain Customers’ Trust in Data Security. Why Most Customer Experience Programs Fail. What is the focus of the systems in your organization?

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300