Beyond Philosophy

APRIL 18, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Personalization is a key element in doing business today. However, getting too personal can be off-putting in some situations. This example is likely familiar to you.

Personalization 195

Personalization Advertising Technology Marketing 195

CCNG

OCTOBER 11, 2023

You're definitely a little irritated, and to top it off, the recorded message announces, "For faster service, go to our website, where you can quickly find everything you need." When you find the answer, your company policy doesn't allow you to do what you know is right for the customer. The answer is yes.

CCNG 195

CCNG Customer Experience B2C Finance 195

Beyond Philosophy

SEPTEMBER 17, 2020

It turns out that the use of color and package design, among other aesthetic elements, affects customer behavior more than you might think. . Townsend researches visual processing and visual design’s effect on customer behavior. Townsend chose to study it because there was shockingly little academic research on it.

Consulting 410

Consulting Consulting Customer Experience Customer Care 410

ShepHyken

AUGUST 2, 2019

Whether on the phone or in person, it’s important to train your employees the right way to interact with your customers. Customer service is one of the most important parts of doing business. The relationships you create with your customers reflect directly on the success of your business. Face to Face.

Customer Service 279

Customer Service Customer Support Personalization Management 279

ShepHyken

SEPTEMBER 8, 2020

Creating a Company with the Best Customer Experience Culture. Shep Hyken interviews Chip Bell , customer service keynote speaker and bestselling author. They discuss the 5 Secrets from his new book, Inside Your Customer’s Imagination , that can help organizations better understand their customers.

Customer Service 309

Customer Service Personalization Customer Experience 309

CCNG

MAY 17, 2023

There is a lot of hype around ChatGPT now so I thought I would write to help address some of the excitable theories about how it might impact the Customer Experience environment. Here are some facts should any of your customers look to you to provide them with some answers or advice. What is ChatGPT? ChatGPT is Chatbot.

Customer Service 195

Customer Service CCNG Government Chatbots 195

Beyond Philosophy

JANUARY 25, 2024

Since my request, we were lucky enough to have a new one from Justin Stafford ( justin@customersmarts.co ), founder of Customer Smarts , based in Sydney, Australia, and podcast host of “Customer Smart.” Justin shared how sports can teach us a lot about how to improve your Customer Experience.

Customer Experience 195

Customer Experience Customer centricity Finance Sales 195

ShepHyken

JUNE 8, 2023

It discusses customer experience gaps that hinder profitability and how to close them. Are you providing as good of a customer experience as you think you are? A confusing checkout process or lack of personalization can be just as hindering to your customer as long customer service wait times or unresponsive mobile websites.

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be…. Element #1: Fast.

Customer Support 169

Customer Support Customer effort Self service Metrics 169

ShepHyken

AUGUST 28, 2023

Each week, I read many customer service and customer experience articles from various resources. In this article, I’m going to break down the customer experience lessons you can learn from the Eras Tour that will help you get the loyal audience of your wildest dreams. What’s Wrong With Customer Satisfaction?

Customer Service 156

Customer Service Journey mapping Feedback Consulting 156

ShepHyken

OCTOBER 9, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: As we head deeper into a digital world where customers interact with companies via AI, how can we create a relationship that establishes trust? The five ideas in this article are a great place to start.

Customer Service 158

Customer Service Airlines Customer Experience Technology 158

Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” It involves adding elements of games (think of the best video games or apps) to non-game activities such as working and delivering customer support.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Enterprise 103

Enterprise Best practices Marketing Sales 103

ShepHyken

JANUARY 19, 2021

It’s a myth that automation (via chatbots and workflows) and great customer experience (highly personalized, intelligent, on-brand, human agents) are mutually exclusive. Technology is now at the point where you can deliver what customers want, immediately when they want it. What is the future of customer service?

Chatbots 200

Chatbots Self service Technology Personalization 200

ChurnZero

APRIL 1, 2024

What was once time-consuming and tedious is becoming streamlined and automated, with customer success teams better able to manage their customers proactively. It’s easier than ever before to map out effective customer journeys with au tomated milestones and tasks. How can we apply it to onboarding? Find out more.

Journey mapping 76

Journey mapping Feedback SaaS Surveys 76

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. It was about finding solutions for a customer and finding their pain points ”. in this Wall Street Journal article.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

Global Response

AUGUST 7, 2023

Culture is one of the most nebulous aspects of any company or team—but creating a positive one can make or break your employee experience, your customer service, and your bottom line. Your core values should be at the heart of the mission and vision of your company, and should be expressed both internally and externally.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

DMG Consulting

MAY 2, 2024

Making Self-Service More Intelligent View this article on the publisher’s website Omnichannel self-service solutions are a requirement for companies that want to deliver a cost-effective and consistently outstanding customer experience (CX). Intelligent virtual agents (IVAs)—a.k.a.

Self service 48

Self service Virtual Agent Contact Center CRM 48

Fonolo

JANUARY 17, 2023

Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. It’s clear that AI’s impact on customer care and CX will be profound. What Do Customers Value in CX? According to a recent PWC survey, customers value : Speed.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Lumoa

MAY 19, 2022

Retailers need to assess all of the potential variables impacting the performance of their shopping apps to be successful and customer reviews allow them to collect feedback directly from the source. How usability elements and technical variables influence the shopping experience. Our shopping apps performance report includes.

Feedback 83

Feedback Sales Customer Experience Accountability 83

OctopusTech

APRIL 24, 2024

Looks Great Everywhere: Shopify aims to ensure that your online shop looks beautiful on computers, phones, and tablets. Safe and Secure: Keeping the data of your store and customers secure is first and most important for Shopify. Think of the Shopify platform as a virtual marketplace where you open your own “shop.”

Technical Support 62

Technical Support Management 62

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Customer empathy is at the heart of Lush’s approach to building trust with its customers.

Customer Experience 169

Customer Experience Accountability Customer Service Customer Care 169

Toister Performance Solutions

APRIL 13, 2023

Why are customers loyal to certain companies? Starbucks has legions of loyal customers because it offers the most convenient way to get a caffeinated coffee drink. In-N-Out Burger attracts customers in droves who want a delicious fast food burger and fries, promising "Quality you can taste." What is an experience guarantee?

Transportation 79

Transportation Customer Care Customer Experience 79

Call Design

JUNE 29, 2020

Contact centres are the frontline of your customer service operation, which means that your contact centre must be operating at optimum capacity at all times. The management of your contact centre is an essential element to operating successfully and providing your customers with the very best customer service.

Management 202

Management Coaching Consulting Consulting 202

CSM Magazine

NOVEMBER 3, 2023

In today’s hyper-competitive and ever-evolving online sports betting industry, it has never been more important for platforms to provide the best customer support services possible. One poor experience can be all it takes for a site to lose a loyal customer forever.

Gamification 52

Gamification Entertainment Analytics Customer retention 52

CSM Magazine

MARCH 26, 2024

While things such as creating a better user experience and cutting transaction costs are valid ways of going about it, it is great to consider using white-label fintech platform software solutions. White-label products across multiple industries are quite a common occurrence according to Kindgeek.

Finance 52

Finance Banking outsourcing Sales 52

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). It has been called The Great Resignation, The Big Quit, and other names to describe what seemed like a mass exodus of employees. It has been called The Great Resignation, The Big Quit, and other names to describe what seemed like a mass exodus of employees.

Customer Experience 120

Customer Experience Chatbots Government Technology 120

Integrity Solutions

FEBRUARY 1, 2024

While the selling environment has undergone some pretty dramatic changes in recent years, if anything, they’ve only heightened the need for sales professionals who care about, can connect with and actively listen to their customers. This is one of the reasons Mike Esterday and I were motivated to write our new book, Listen to Sell.

Sales 106

Sales Coaching Scripts B2B 106

The Northridge Group

AUGUST 31, 2023

Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. The most crucial interdependencies within the core elements lay with technology and training and the investment in processes to support the adoption and integration of both. People Power CX excellence stems from empowered people.

Average Handle Time 67

Average Handle Time Healthcare contact center associations Contact Center 67

The Northridge Group

AUGUST 31, 2023

Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. The most crucial interdependencies within the core elements lay with technology and training and the investment in processes to support the adoption and integration of both. People Power CX excellence stems from empowered people.

Average Handle Time 67

Average Handle Time Healthcare contact center associations Contact Center 67

Anexa BPO

OCTOBER 25, 2022

We hear it time and again…delivering next-level customer experience is everything. It’s also true that one of the most intrinsic elements of great customer experience is providing exceptional service. A great place to start is by identifying exactly what “good” service means to your particular customers.

Feedback 52

Feedback outsourcing Best practices Sales 52

Help Scout

APRIL 27, 2021

In that spirit (although I hope your power is quite stable), I started thinking about the great customer experience (CX) books I’ve read. Outside In: The Power of Putting Customers at the Center of Your Business”. Outside In ” is required reading for anyone interested in customer experience.

Customer Experience 117

Customer Experience Chief Customer Officer B2C B2B 117

Global Response

JULY 28, 2023

Many companies focus primarily on customer acquisition, sometimes at the cost of customer retention. After all, the more customers, the better, right? For example, recent data shows that 92% of customers will switch companies after just three—or fewer—bad experiences. So how do you improve your customer retention rate?

Customer retention 62

Customer retention Contact Center outsourcing Feedback 62

Toister Performance Solutions

APRIL 27, 2023

Do your customer service goals inspire the team? This post outlines the three elements of the FIT goal model, how to use it, and why it's so effective at motivating customer service employees. Types of customer service goals Generally speaking, there are three common types of customer service goals.

Self service 99

Self service Surveys Banking Customer centricity 99

Fonolo

NOVEMBER 29, 2023

Active listening is an essential skill for contact center agents for one very good reason: customers want to be heard. Come to think of it, everybody wants to be heard! Of course, customers want a lot of other things , too. Call-backs are great for bridging the gap between self-service and live calls, by the way.)

Contact Center 87

Contact Center Airlines Self service Healthcare 87

Global Response

DECEMBER 21, 2023

Does customer service really impact how your audience views your brand? Take a look for yourself: 3 out of 5 customers say that good customer service is necessary for them to feel loyal to a brand. 93% of customers are more likely to remain loyal to companies who have great customer service.

Customer Service 62

Customer Service outsourcing Chatbots Abandon rate 62

JivoChat

FEBRUARY 23, 2023

Good customer service is an essential part of any successful business. Providing excellent customer service helps to build trust and loyalty in customers, which can lead to increased sales and profits. It’s also important to ensure that customer complaints are handled promptly and effectively.

Customer Service 75

Customer Service Chatbots Best practices Feedback 75