ShepHyken

MARCH 31, 2023

He shares the challenges that customer service representatives face and how companies can overcome them. Good customer service is something we cherish. Think back to your latest amazing customer service experience. Overall customer satisfaction has been on a steep decline since 2018.

Customer Service 167

Customer Service Chatbots Surveys Personalization 167

TechSee

OCTOBER 9, 2018

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. They demand highly convenient and fast service. I’m unique, treat me that way: Millennials demand personalization and are willing to pay the price.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

ShepHyken

MAY 9, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Experience Conundrum: Fix Bad Experiences or Make Good Ones Better? Are your customers coming back out of true loyalty, habit, or some other reason? Tips to Providing Excellent Customer Service by Abdul Mooez.

Customer Service 167

Customer Service Engineering Personalization Surveys 167

Myra Golden Media

DECEMBER 19, 2017

My teenage friend Beverly saw the customer as getting away with something, and she took that personally. Her personalization caused her to be completely unwilling to work with the customer. She didn’t want to discuss things, and she certainly didn’t want to give the customer an in-store credit.

Personalization 136

Personalization Customer Service Coaching Customer Experience 136

Quiq

FEBRUARY 17, 2023

Consumers’ default expectations include personalized service when interacting with brands online. So how do you deliver personalized customer service in the age of data privacy? How important is personalization? It makes sense—customer expectations have jumped since the pandemic. In a word: very.

Personalization 77

Personalization Chatbots Best practices Customer Service 77

ShepHyken

OCTOBER 9, 2023

Each week, I read many customer service and customer experience articles from various resources. It’s Not All Negative: How Bad Customer Reviews Create Revenue Opportunities by Cynthia Sener (Total Retail) Although negative reviews can raise a red flag for consumers, they also present a unique opportunity.

Customer Service 155

Customer Service Airlines Customer Experience Technology 155

Comm100

JANUARY 2, 2024

Imagine a world where customer service is not just responsive but anticipatory. Where every interaction is both efficient and tailored to the customer’s needs. This is the promise of Generative AI customer service. This allows for more proactive and relevant customer support.

Customer Service 72

Customer Service Chatbots Scripts Personalization 72

Nicereply

FEBRUARY 27, 2020

You will meet angry and frustrated customers that think that you are responsible for their situation. And not taking things personally can be difficult and challenging. Working in customer service can be stressful and overwhelming. The possibility of needing to handle situations with angry customers daily is pretty high.

Personalization 88

Personalization Customer Service Customer retention Management 88

aircall

JUNE 2, 2021

How do you let your customers know about your new products and services? Everyone knows that effective communication is the foundation of good customer service. Although there are multiple types of communication channels available today, we’ll tackle the seven most important and most frequently used for customer service.

Personalization 62

Personalization Customer Service B2B Self service 62

Zappix

MARCH 21, 2024

In the ever-evolving business landscape, one thing remains constant: the importance of exceptional customer service. As we delve deeper into the digital age, customer expectations continue to soar, pushing companies to adopt new strategies and technologies to meet these demands.

Customer Service 52

Customer Service Self service Chatbots Analytics 52

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ShepHyken

OCTOBER 12, 2020

Each week I read a number of customer service and customer experience articles from various resources. Radical Empathy And Other Ways To Rethink Your Customer Experience by Bridget Brennan. My Comment: Let’s start this week’s Top Five with one of the hottest topics in customer service and experience, and that’s empathy.

Customer Service 193

Customer Service Airlines Customer Experience Marketing 193

ShepHyken

OCTOBER 19, 2018

Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways. For example, algorithms are able to digest complex customer data and provide relevant content to individuals at the right time. Customers receive far deeper personalization that they were used before.

Customer Service 276

Customer Service Automotive Chatbots Airlines 276

Solvvy

DECEMBER 16, 2019

Getting the customer experience right is a delicate balance. To answer that, let’s take a look at how artificial intelligence has been used in the customer experience in recent years, where it’s failed, and where we see the future of machine learning in delivering higher customer satisfaction.

Interactive Voice Response 48

Interactive Voice Response Customer Service Chatbots Self service 48

Fonolo

APRIL 6, 2021

Don’t let your business fall short when it comes to delighting customers with great customer service. Every time a customer interacts with one of your sales associates or call center agents, the outcome will impact how shoppers perceive your retail brand. Upsell products that match a customer’s need.

Best practices 126

Best practices Customer Service Upselling Sales 126

ShepHyken

FEBRUARY 4, 2022

This week we feature an article by Sowmya Juttukonda, content developer & digital media strategist at Knowmax , a knowledge management system to enhance customer service. She shares the advantages of a single source of truth for customer service. Importance of a single source of truth in customer service.

Customer Service 173

Customer Service Government Marketing Enterprise 173

Global Response

MARCH 27, 2024

An effective call center script balances consistent service quality with personalized customer interactions. It should enable agents to respond to the unique aspects of each call while maintaining a high standard of service. Today, we’ll explore several techniques for creating effective customer service scripts.

Scripts 62

Scripts Call Center Customer Service Coaching 62

ShepHyken

APRIL 23, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Secret To Superior Customer Experience by Denise Lee Yohn. Forbes) It’s no surprise that greater employee engagement leads to better customer experience (CX). AI – Customer Experience Friend Or Foe?

Customer Service 198

Customer Service Employee engagement Personalization CRM 198

Steve DiGioia

JANUARY 6, 2020

Imagine if you could build the ideal customer service agent. What personal characteristics are so important to you, and your customers, that each new hire is required to possess? Go ahead and pick your top 5 traits that you’d choose to build the ideal customer service agent. What would you do? But are you?

Customer Service 200

Customer Service Scripts Best practices Metrics 200

ShepHyken

NOVEMBER 27, 2023

This shift allows customers to ask broader questions and receive accurate responses, improving the effectiveness of search platforms and thereby improving customer service. Customers can now use everyday language to get better results that accurately match what they are looking for.

Customer Experience 235

Customer Experience Self service Chatbots Engineering 235

CSM Magazine

FEBRUARY 22, 2024

As a customer service professional, cultivating and exemplifying a customer service mindset is not just an asset but a necessity. It fosters loyalty, promotes positive word-of-mouth, and sets a standard for your team’s approach to service. Be present in the conversation, and avoid distractions.

Customer Service 52

Customer Service Feedback Customer centricity Best practices 52

VirtualPBX

DECEMBER 21, 2021

If you are new to VirtualPBX, those are three little words we live by with our consistent and superior customer service. There is no passing of the buck when it comes to helping a customer get the answers they need, on time, with an actual human. Be friendly, be supportive, and most importantly, be present for that customer.

Customer Service 98

Customer Service Banking Chatbots Personalization 98

Fonolo

OCTOBER 30, 2018

These days, customers are savvier than ever. Thanks to social media platforms, customers wield more power than ever before. In the #TDThanksYou campaign, a display of photographs and audio recordings documenting long-time customers’ personal journeys were set up in their local TD branch to remind them of how far they had come.

Marketing 164

Marketing Customer Service Advertising Call Center 164

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. In 2024, an essential customer service trend will be balancing automation with the human touch.

Customer Service 78

Customer Service Chatbots APIs Government 78

SmartAction

OCTOBER 25, 2023

In today’s rapidly evolving customer service landscape, businesses face a multitude of choices when it comes to interacting with their customers. The advent of digital communication channels such as chat, email, and social media has provided convenient alternatives for customer inquiries.

Interactive Voice Response 88

Interactive Voice Response Customer Service Virtual Agent Self service 88

Global Response

FEBRUARY 26, 2024

In today’s world, customers expect not only excellent products but also excellent service. Quality customer service matters; just look at the numbers: 83% of customers are more loyal to businesses that respond to and resolve their complaints. So just what is high-quality customer service?

Call Center 62

Call Center Customer Service outsourcing CRM 62

Playvox

AUGUST 25, 2022

And, we have all seen the impact of just one person doing something NOT in the plan and the downstream effects. For example, one person may log in late for their opening shift. Another person may not adhere to scheduled breaks or lunches. One person may leave early from their closing shift. What was the effect on service?

Personalization 85

Personalization Management Schedule adherence Average Handle Time 85

CSM Magazine

OCTOBER 27, 2023

As firms compete to put the customer first, there have been all sorts of different tools created to help improve customer service , drive optimization for accounting processes and maximize overall customer value. The Evolving Landscape of Customer Service The finance and accountancy industry is undergoing major changes.

Finance 59

Finance Accountability Customer Service Engineering 59

ShepHyken

MAY 26, 2021

Even though this is about a sales presentation, it ties into customer service. It has to do with preparation, knowing your customer, understanding what they want, and more. This is what great salespeople do to prepare for a meeting with a customer or client. He became quite uncomfortable. He said, “Graphics.”

Sales 352

Sales Enterprise Customer Service Personalization 352

ShepHyken

JULY 17, 2023

Equality is about treating each person with respect regardless of their background. It considers historical and present-day disadvantages and makes sure that each individual has the appropriate resources to succeed. He is the founder and CEO of Mandelbaum Marketing and Head of Content of Customer Management Practice.

Customer Experience 296

Customer Experience Marketing Surveys Personalization 296

CSM Magazine

FEBRUARY 12, 2024

Welcome to the dawn of a new era in customer service, where the metaverse is rapidly transforming how businesses interact with their customers. With 60% of internet users projected to engage in metaverse environments by 2030, the urgency to adapt customer support strategies has never been more critical.

Customer Service 52

Customer Service Transportation Chatbots Consulting 52

ShepHyken

AUGUST 31, 2023

Let’s explore how improving customer journeys and user experiences empowers you to achieve sustainable business growth. Enhanced customer satisfaction Stockouts, inaccurate forecasting, delays, silos, poor customer service: all of the weaknesses within your customer journey threaten to ruin experiences.

Journey mapping 318

Journey mapping Upselling CRM Feedback 318

Quiq

MARCH 10, 2023

Just the idea of call centers evokes the drone of bored customer service agents, long hold times, and endlessly ringing phones. Business messaging benefits your customers, your agents, and your business. Customer service is all about meeting customer needs, and business messaging hits many of those pain points.

Customer Service 87

Customer Service Benchmark Personalization Wait times 87

ShepHyken

JANUARY 31, 2020

Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation. According to research conducted by New Voice Media, US-based businesses lose up to $62 billion yearly from having bad customer service. Gen Z- born from 2005 to present.

Customer Service 277

Customer Service Entertainment Marketing Customer Support 277

TechSee

MARCH 30, 2021

New thinking is pointing to another area of focus for boosting sales: Customer Service. Contact center agents and field service technicians are probably the best placed salespeople within the organization. But how can Customer Service agents and technicians make the shift to become sellers?

Customer Service 109

Customer Service Upselling Self service Contact Center 109

Quiq

APRIL 7, 2023

Implementing new technology in any department can be scary—but it’s even scarier when it’s customer-facing. We’re sure you’ve heard of live web chat, and even used it in your personal life, but you’re hesitant to launch it in your customer service team. Will your customers want to use it?

Customer Service 79

Customer Service Chatbots Sales Customer centricity 79

ShepHyken

JANUARY 31, 2020

Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation. According to research conducted by New Voice Media, US-based businesses lose up to $62 billion yearly from having bad customer service. Gen Z- born from 2005 to present.

Customer Service 268

Customer Service Entertainment Marketing Customer Support 268