ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. Josh Linkner) With our Thanksgiving feasts behind us, ’tis the season of 2020 business planning. Here are my top five picks from last week.

Airlines 177

Airlines Customer Service Customer centricity Call Center 177

ShepHyken

NOVEMBER 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. If Customer Service Reps Were Honest [Spooky Edition]: The Scary Reality Your Customer Service Agents Face Every Day Plus How You Can Help by Veronica Krieg. But how about customers? What should they change?

Customer Service 259

Customer Service Customer Support Self service Customer Experience 259

ShepHyken

DECEMBER 7, 2018

This week we feature an article by Brian Elrod who discusses how texting has become an important customer service tool for any type of business. – Shep Hyken. Numbers show that customers enjoy text message communication. Don’t get me wrong, I’m not suggesting you drop every other customer communication channel you’ve got.

Customer Service 286

Customer Service Healthcare Management Customer Care 286

Fonolo

APRIL 13, 2021

These services provide hands-on relief for call centers by helping them better negotiate call volume spikes during peak periods, whether those periods are related to seasonal shopping days (Black Friday, Cyber Monday), seasonal events (tax season, winterizing services, etc.), or widespread crises (pandemic, PR crises, etc.).

Call Center 125

Call Center Abandon rate outsourcing call center professionals 125

Steve DiGioia

APRIL 19, 2021

The best intentions only get you so far and sometimes, your “best” is not good enough for your customer. When you sit down to write that scorned customer an email to say how sorry you are for the lack of service they received, sometimes the apology makes the situation even worse. It can make an angry customer angrier.

Accountability 304

Accountability Personalization Customer Care Customer Support 304

ShepHyken

APRIL 26, 2022

The four most important words a leader can say are “I screwed that up.” ” About: Daniel Coyle is a New York Times bestselling author of The Culture Code , The Talent Code , The Little Book of Talent , The Secret Race , and Hardball: A Season in the Projects. Shep Hyken is a customer service and experience expert,?

Personalization 161

Personalization Customer Service Customer Experience 161

ShepHyken

FEBRUARY 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Make Every Day Valentine’s Day by Showing Love and Empathy to Customers by Janelle Estes. Love (in the metaphorical sense) and appreciate your customers year-round. This article includes four trends.

Customer Service 235

Customer Service B2B Chatbots Self service 235

Beyond Philosophy

JANUARY 23, 2019

Your customers are people and people’s behavior is complicated, especially as customers. Many psychological theories exist to help explain why people do what they do, and when those theories apply to how people behave as customers, they are called Behavioral Economics. He says they are the four basic summaries of human behavior.

Management 361

Management Consulting Consulting Accountability 361

Global Response

DECEMBER 2, 2022

A counter-seasonal call center strategy is the key to cutting costs, rapid ramp-up, and increased customer satisfaction. If you’re in a highly seasonal business, consider your business cycle and look for an outsourced call center without a lot of accounts in your same industry. These expenditures come right off your bottom line.

Call Center 62

Call Center outsourcing Contact Center Upselling 62

ShepHyken

DECEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. We are just heading out of the gifting season, but it’s not too late to understand the impact a gift to a customer can make.

Customer Service 347

Customer Service B2B Customer Experience Marketing 347

Global Response

APRIL 27, 2023

Your call center needs are very seasonal, but you need to maintain quality even as you scale up and down throughout the year. Here are four major benefits of nearshoring (especially compared to other outsourcing solutions): Cost Savings. When considering a nearshoring partner, there’s four primary risk factors to look out for.

outsourcing 62

outsourcing Service level Call Center Technical Support 62

Totango

JANUARY 6, 2022

If you’ve been following along in our series about burnout and mental health in customer success, then you already know how to spot signs of burnout on your CS team and ways to help fight burnout as a CS leader. In hectic and stressful seasons, getting away from your desk may seem impossible, but it is necessary for your mental health.

Management 86

Management Best practices Enterprise Personalization 86

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. Hospitality Net) We are officially on the eve of a new year, already moving through the holiday season at the signature blink-and-you-might-miss-it pace that is seemingly synonymous with this time of year.

Customer Service 173

Customer Service Gamification Customer Support Customer centricity 173

Help Scout

JULY 15, 2021

In this article, we cover four major pain points of delivering customer service in the education industry along with some tips on how to address them. Instead of doing a survey course on all the different privacy laws, focus on teaching only the strictest interpretation of the laws that impact how your staff interact with customers.

Education 115

Education Customer Service outsourcing Self service 115

Fonolo

NOVEMBER 5, 2020

With change and uncertainty looming thanks to the COVID-19 pandemic, you can count on one thing for sure — that your customers will be leaning heavily on your customer support team. Call spikes and high customer demand are overwhelming enough on a typical day, but the holidays have a way of cranking up the intensity for call centers.

Call Center 132

Call Center Interactive Voice Response Self service Contact Center 132

CSM Magazine

OCTOBER 5, 2023

You’ve got a responsibility to ensure customer safety, but you’re also caught in the crossfire of potential legal issues. It’s not just about reducing claims; it’s about valuing your customers’ safety. Lastly, ensure that you communicate safety information to your customers.

Accountability 59

Accountability Sales Management Customer Service 59

SharpenCX

NOVEMBER 23, 2021

If you’re like me, you’ve already started mentally preparing for the holiday season. So, to help you, we’ve put together a reading list to get you through the holiday season. . Grab a cup of coffee, snuggle up in a comfy chair, and get ahead in the customer service industry. Learn from the best in the customer service industry.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

VirtualPBX

DECEMBER 3, 2020

We’re once again partnering with Snap Recordings to help you save 20% this season on new holiday greetings for your business. Snap has long partnered with VirtualPBX to offer our mutual customers recordings for their Automated Attendants and for their Voicemail boxes. Order Custom Messages From Snap.

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75

ShepHyken

OCTOBER 26, 2018

Most consumers expect a positive experience and yet companies continuously fail in customer experience 101. An organization is only as good as its worst employee and their management of the customer experience – that day I got the worst of both. Stars, diamonds, and ratings don’t make an organization, people do.

Consulting 275

Consulting Consulting Sales Marketing 275

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” The C-suite needs see, if there was a (customer) problem, yo.you solved it.

Customer Experience 261

Customer Experience contact center solutions Contact Center Metrics 261

CSM Magazine

JANUARY 22, 2024

Seasonal Updates and Offers Regularly updating the homepage with seasonal themes, offers, and packages keeps the content fresh and relevant, encouraging repeat visits to the website. Next, we will discuss how website analytics and customer feedback can help refine the homepage to better meet visitors’ needs.

Analytics 52

Analytics Engineering Feedback Personalization 52

Fonolo

DECEMBER 5, 2019

Metric #1: Customer Satisfation. Customer satisfaction. Your customer satisfaction scores — or as they’re affectionately known: CSAT scores — indicate how well your agents are performing at their core task, solving customers’ problems. As Shep Hyken has noted , “A brand is defined by the customer’s experience.

Call Center 125

Call Center Metrics First call resolution Contact Center 125

Beyond Philosophy

APRIL 26, 2017

Eliminating lines is a huge step forward for theme parks’ customer experience. As the owner of a customer experience consultancy, it’s encouraging to see changes like this aimed directly at providing customers with a better experience overall. The reason for this is simple: customers are not rational!

Technology 283

Technology Consulting Consulting Customer emotions 283

Netomi

SEPTEMBER 3, 2022

Due to a last-minute cancellation, a traveler from Vancouver, BC was forced to book a flight that cost four times the amount of her original ticket ($960 CAD instead of the original $250 CAD). For travelers, both novice and seasoned, a seamless travel experience is the optimal solution. ” Enhance the Travel CX with AI.

Airlines 98

Airlines Transportation Multichannel Government 98

Maru Group

AUGUST 31, 2022

Maru’s Entertainment and Technology team found that one in four adults were somewhat (11%) or very (14%) likely to place a bet on at least one game in the opening week. Two out of five NFL fans aged 18-34 have a strong intention level to bet in week one, with this one in four for fans 35-54 and one in ten for those 55 or older.

Entertainment 72

Entertainment Advertising Surveys Marketing 72

ProProfs Blog

OCTOBER 30, 2021

Today, customers have diverse needs and one solution for all isn’t going to work. The identification of what customers want is important and based on different factors, marketers need to divide people into market segments. Think about it like a cheat sheet that includes different groups of customers.

Marketing 142

Marketing B2B Advertising B2C 142

Fonolo

JULY 25, 2019

It’s no secret that, once upon a time, utility companies could get away with less than stellar customer service. Nowadays, increased competition means that customers have more alternatives than ever before, and are willing to switch providers if they are unhappy. After all, this is how customer relationships are made or broken.

Call Center 57

Call Center Interactive Voice Response Self service Customer retention 57

CSM Magazine

JANUARY 15, 2024

Queue wait times can be a significant frustration for customers and can lead to poor customer experiences, leading to lower sales and revenue. This is why you rarely see more than three or four customers in line at Aldi. Here are some more ways retail stores can cut the queues and reduce customer waiting time.

Wait times 52

Wait times Self service Sales Personalization 52

Real Blue Sky

OCTOBER 12, 2022

What Your Brand Needs to Win This Holiday Retail Season Uncertainty Ahead As a brand, you are likely feeling some trepidation about the 2022 holiday retail season. Looking back on 2021, despite supply chain issues plaguing retailers, the holiday season generated year-over-year growth – higher than in the last 20 years.

Government 52

Government Sales Education Metrics 52

Real Blue Sky

OCTOBER 12, 2022

What Your Brand Needs to Win This Holiday Retail Season Uncertainty Ahead As a brand, you are likely feeling some trepidation about the 2022 holiday retail season. Looking back on 2021, despite supply chain issues plaguing retailers, the holiday season generated year-over-year growth – higher than in the last 20 years.

Government 52

Government Sales Education Metrics 52

Real Blue Sky

OCTOBER 12, 2022

What Your Brand Needs to Win This Holiday Retail Season. As a brand, you are likely feeling some trepidation about the 2022 holiday retail season. Looking back on 2021, despite supply chain issues plaguing retailers, the holiday season generated year-over-year growth – higher than in the last 20 years. Focus on Customers’ Needs.

Government 52

Government Sales Education Metrics 52

AWS Machine Learning

NOVEMBER 3, 2023

In fact, he holds the unique distinction of having scored from all four corner positions at Frankfurt’s Waldstadion. We analyzed around 215 matches from the Bundesliga 2022–2023 season. Let’s look at some examples from the current season (2023–2024) The following videos show examples of measured shots that achieved top-speed values.

Metrics 88

Metrics Telecommunications Consulting Consulting 88

Fonolo

OCTOBER 8, 2019

However, effective use of customer data offers a significant competitive advantage. This data, gleaned from social media, web visits, call logs, and other sources, can help you improve customer experience (CX) and maximize the value delivered. The lesson for customer service leaders? Make it Personal.

Big data 92

Big data Call Center Call Logging Self service 92

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken. It’s a must-have.

Technology 229

Technology Customer Service Management CRM 229

Peter Lavers

DECEMBER 21, 2017

As 2017 draws to its close I’ve been taking a look at my blog, twitter and Linkedin activity over the year, and I’d like to share with you my three top choices in four different categories: Most blog engagement. Nedbank – I have walked the customer centricity journey with this great bank for over a decade. 7WDATA from Yves Mulkers.

B2C 138

B2C B2B Customer centricity Analytics 138

Fonolo

AUGUST 13, 2019

Advances in Artificial Intelligence (AI) are changing interactions between customers and brands and are allowing many of these processes to become automated. But how do we educate ourselves on current customer service practices when the rate of change is near impossible to keep up with? Repeat Customer. The Intuitive Customer.

Customer Service 108

Customer Service Management Call Center Education 108

Eptica

JUNE 24, 2020

Date: Wednesday, June 24, 2020 Author: Anne-Merete Jensen - Senior Business Consultant Why now is a great time to optimise your customer service - Part 1: Start with an audit. To help companies prepare their customer service for Peak we’re running a three-part series to share best practice and ideas that can be used with your team.

Customer Service 79

Customer Service Self service Best practices Consulting 79