ShepHyken

DECEMBER 28, 2018

This week we feature an article by Pradeep Rathinam who writes about how we must understand what the large population of millennials expect when it comes to customer service. – Shep Hyken. Millennials (those youngsters born between 1981 and 1996) represent more than 25% of the nation’s population, which is why it makes perfect sense that if they have a preference for how to communicate with businesses today (from fast food to fashion), those businesses are going to sit up and take notice!

Customer Service 243

Customer Service Self service Customer Support Scripts 243

Beyond Philosophy

DECEMBER 28, 2018

Thanks for all your support! Please do a review and tell your friends and colleagues about the podcast. The post Christmas And New Years Message appeared first on.

231

231

Myra Golden Media

DECEMBER 28, 2018

Telling customers what they don’t want to hear is one of the hardest things customer service employees will ever have to do. Giving bad news is hard because of the fear of backlash and because so many customers will just escalate to a supervisor in hopes of getting a different response. Giving lousy news usually goes wrong because of the approach employees use.

Customer Service 205

Customer Service Customer Experience 205

Contact Center Pipeline

DECEMBER 28, 2018

It’s hard to believe that 2018 is already drawing to a close! At year-end, it’s always interesting to pause and take a look back to see which topics piqued the interest of Pipeline blog readers. The following were our 10 most-read posts in 2018. If you can take a moment during this hectic season, be […].

Contact Center 100

Contact Center Call Center 100

Advertisement

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

AskNicely

DECEMBER 28, 2018

Having top-notch NPS survey response rates help ensure a true representation of loyalty and sentiment along your customers’ journey. An advantage of a simple, quick NPS survey is that it garners higher response rates from customers and clients. While the average email click-through rate ranges from 3 to 9% , done correctly NPS survey click through and response rates can be as high as 40% or more.

Surveys 60

Surveys Best practices Feedback Personalization 60

Call Experts

DECEMBER 28, 2018

Impact and purpose are significant drivers of employee satisfaction and retention. Compensation is not the only way to keep employees happy with their job. . When your team is happy, they ensure a better customer experience for your clients. Secure more return for your brand by improving employee engagement, and use the culture of your organization to drive customer satisfaction.

outsourcing 56

outsourcing Call Center Answering services Employee engagement 56

ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We’ve published +60 posts on a variety of Customer Success related topics like customer churn, product adoption, customer journeys and more. We even got a shout out from HubSpot as a top blog you should be reading in 2018. (Yay!). As the year comes to a close, we thought we’d offer up a useful roundup of our ten most popular blog posts from the year. 1.) 10 Punny Customer Success Jokes.

Best practices 49

Best practices Metrics SaaS Sales 49

Jon Arnold

DECEMBER 28, 2018

If you subscribe to my newsletter , you likely would have taken in this podcast by now, but for everyone else, this is being shared for the first time. I meant to post this a few weeks back, but it didn’t happen, and since the podcast was mainly built around my takeaways from their SIGNAL conference, it’s not super-timely. However, Chris and I do speak more broadly about Twilio’s momentum and what makes them disruptive to us.

Contact Center 45

Contact Center 45

Talkdesk

DECEMBER 28, 2018

Customer Engagement in the Digital World. Today’s customers have no tolerance for bad customer experiences, as options are just a click away. They expect companies to know them, anticipate what they want and engage proactively. They expect a seamless experience across any channel. The disruptive new companies born “digitally transformed” inherently know this reality requires a different contact center.

Contact Center 44

Contact Center Cloud contact CRM Customer Experience 44

Advertisement

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Surveys

Stratifyd

DECEMBER 28, 2018

Estimated reading time: 3 minutes. As the year comes to a close, it’s natural to reflect on the events and achievements of 2018 to measure success and set goals for 2019. We’ve had a pretty incredible year here at Stratifyd, so we’d like to share our top 10 moments with our partners and supporters. 1. We built and launched version 4.0 of our platform.

Engineering 40

Engineering Customer retention Consulting Consulting 40