Bill Quiseng

FEBRUARY 7, 2024

Welcome to CX 101. Customer experience is how your customers feel before, during, and after what you do. Customer experience management is what you do before, during, and after you find out how customers feel about what you did. Customers pay for their experience, not your product or service. You met their expectations.

B2C 78

B2C B2B Education Metrics 78

Bill Quiseng

NOVEMBER 15, 2023

In the next week, join me as we revolutionize the CX experience. The more emotional the connections, the more memorable the experiences, the more loyal the customers. Loyal customers will repeatedly return, spend more money, and rave about their WOW experience to others on social media. And, yes, educate everyone.

Education 97

Education Customer Care Coaching Customer Service 97

Beyond Philosophy

OCTOBER 16, 2021

In this episode, I debate with Customer Experience critic Alex Mead , Chief Customer Service Experience Officer, about how we Customer Experience influencers are doing everything wrong. Key Ideas to Improve your Customer Experience. Customer Experience Information & Resources. Complete this short survey.

Consulting 170

Consulting Consulting Customer Experience Contact Center 170

ShepHyken

FEBRUARY 26, 2019

Customer Feedback 101. As a general rule, surveys should be sent out to customers within 24 hours of their experience. Creating customer loyalty isn’t just about having a good product or a low price; it’s about creating a good customer experience. Seeing Your Business Through the Eyes of the Customer.

Surveys 251

Surveys Feedback Marketing Customer Experience 251

ShepHyken

MARCH 11, 2022

Their needs and wants have shifted, and you’ll do a better job of attracting and retaining the best people for your company if you ask good questions, listen without getting defensive, and work with them to co-create a more meaningful employee experience. . It’s customer service 101, and it applies to your team members too. .

Coaching 227

Coaching Personalization Customer Service Marketing 227

Totango

FEBRUARY 13, 2024

TrustRadius—a platform designed to deliver the most credible resources to help technology buyers confidently make decisions—compared mentions of “love” in all its (grammatical) forms and reviews received for 28,600+ products in 825+ categories and named Totango one of 101 most loved software products! We love data-driven insights,” he says.

Upselling 105

Upselling SaaS Accountability Enterprise 105

ShepHyken

DECEMBER 18, 2017

Customer Experience Mapping: How to Create Smoother, More Effortless Journeys by Hutch Morzaria. Comm100) In this article, we’ll be exploring both the process of customer journey mapping and customer experience mapping, explaining the types of steps involved for each. 101 Reasons Why You Need To Embrace Live Chat by Megan.

Journey mapping 198

Journey mapping Customer Service Personalization Customer Experience 198

ShepHyken

JANUARY 15, 2018

Each week I read a number of customer service and customer experience articles from various resources. A Greater Purpose Will Give Your Customer And Employee Experience An Extra Edge by Adrian Swinscoe . ” This article points out the importance of making philanthropy a part of the customer experience.

Customer Service 0

Customer Service Surveys Banking Marketing 0

McorpCX

OCTOBER 24, 2019

The Importance of Measuring the Customer Experience. In today’s digital-first-but-not-digital-only, customer-centric world, customer experience (CX) has quickly emerged as a critical differentiator for 9 out of 10 executives.

Metrics 45

Metrics Customer Experience Analytics Customer centricity 45

LiveVox

AUGUST 30, 2022

When it comes to customer service, the customer's experience is always the top priority. The post Automatic Call Distribution 101 (With Examples) appeared first on LiveVox. Especially when you consider that 90% of Americans use customer service as a factor in deciding whether or not to do business with a company.

Customer Service 52

Customer Service Customer Experience 52

ShepHyken

OCTOBER 26, 2018

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What about the service experience was extraordinary?

Consulting 275

Consulting Consulting Sales Marketing 275

ShepHyken

SEPTEMBER 4, 2017

Each week I read a number of customer service and experience articles from various online resources. An outstanding experience can persuade you to keep returning to a brand; being treated badly can put you off for life. When The CMO Owns Customer Experience: 10 Top CMOs Share Their POV by Blake Morgan.

Customer Service 158

Customer Service Benchmark Customer Care Finance 158

Select VoiceCom Blog

JULY 11, 2022

Inbound and outbound calls are important to improve customer experience. The post Call Centre 101: Understanding Inbound and Outbound Calls appeared first on Telemarketing & Call Centre Outsourcing in Philippines. Learn the difference and how to do them effectively in this article.

Telemarketing 52

Telemarketing outsourcing Customer Experience 52

ShepHyken

MAY 21, 2018

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways Starbucks is Innovating the Customer Experience by Liz Barrett Foster. My Comment: Starbucks is a leader in customer service and experience. Books have been written about the Starbucks experience.

Customer Service 208

Customer Service Customer Experience Technology 208

Netomi

JULY 13, 2022

As part of our new ‘AI for CX 101’ series, we will cover what to expect when you deploy an AI solution, including how to get started on your AI digital transformation journey. For an excellent conversational experience, it is important to understand all of the various ways that people are communicating a single intent.

Chatbots 105

Chatbots Airlines Best practices Personalization 105

Fonolo

NOVEMBER 7, 2018

If you require some solid advice on SLAs, and how to turn them around, we’ve got just the thing: Our latest report, “Call Center 101: The Golden Rules of SLAs”. Call Center 101: The Golden Rules of SLAs. You should also ask yourself: Is our service level agreement achievable? Gamification. Solid Strategy.

Contact Center 182

Contact Center Gamification Abandon rate Call Center 182

CustomerGauge

APRIL 26, 2017

NPSBenchmarks.com is very excited to welcome back Dr. James Borderick, Head of Customer Experience Analytics at HPE Software, for the second part of our interview series with HPE Software. Last time, James sat down with us to discuss some NPS ® 101 – why HPE Software started using NPS, the challenges it faced, frequency of […].

Analytics 137

Analytics Customer Experience Customer retention 137

ShepHyken

APRIL 9, 2018

Each week I read a number of customer service and customer experience articles from various resources. 3 Ways Amazon Has Raised the Bar on Customer Experience by Joey Coleman. How Chatbots Can Improve User Experience [Infographic] by Sophia Bernazzani. Used the right way, chatbots and AI improve the customer experience.

Customer Service 220

Customer Service Chatbots Feedback Consulting 220

ShepHyken

MARCH 12, 2018

Each week I read a number of customer service and customer experience articles from various resources. How to Design a Stellar Customer Experience by Michal Maimaran and John Schroeder. You compete against anyone that has provided your customer a great experience. New Report: Which Brands Deliver the Best Customer Experience?

Customer Service 99

Customer Service Big data Technology Customer Experience 99

SharpenCX

NOVEMBER 10, 2021

You need to ask the right questions and gather supporting info to commit to a new cloud contact center system. . >> Download Now: 101 questions to ask on your contact center RFP. We’ve put together a list of questions to ask agents and customers to ensure that your new cloud contact center will help you deliver the best experience.

Cloud contact 128

Cloud contact Contact Center Technology Accountability 128

Taylor Reach Group

APRIL 14, 2021

Covid-19 has been called a “once in a century” event, and it did occur 101 years after the 1918 outbreak of the Spanish Flu. To find out more about how Taylor Reach can help your company with digital transformation, contact center, or customer experience projects, CLICK HERE to schedule a free consultation.

Contact Center 152

Contact Center Coaching Consulting Consulting 152

Nextiva

MARCH 6, 2019

The post VoIP App 101: Simple Answers to ALL Your Questions About Them appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog.

voip 91

voip Enterprise Sales Marketing 91

Beyond Philosophy

AUGUST 18, 2015

My guess is Governor Andrew Cuomo wishes he’d watched a little more weather channel coverage before he shut down the subway for the first time in its 101 year history. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Personalization 413

Personalization Customer Experience Customer emotions Customer Service 413

ShepHyken

JANUARY 21, 2019

Each week I read a number of customer service and customer experience articles from various resources. My Comment: Trust and confidence are part of the customer experience. This excellent article makes the case for the importance of including trust as part of your marketing and experience strategy. boost in sales.”

Customer Service 171

Customer Service Customer centricity Customer Experience Marketing 171

VirtualPBX

MARCH 17, 2022

Having proper business communications etiquette is more vital to the customer experience than you think. Voicemail Greetings 101. You wouldn’t believe how important this is in the customer experience journey. The good news is I finally took off the generic elevator music that assailed my caller’s ears.

Call Center 98

Call Center Accountability Time management Customer Experience 98

Bill Quiseng

MARCH 30, 2022

The more emotional the connections, the more memorable the experiences, the more loyal the customers. In Customer CARE 101, our passion is to CARE for you and your colleagues. ENRICH the experiences of every customer. You and your colleagues will create an emotional connection with your customers. And, yes, we educate everyone.

Customer Care 78

Customer Care Education Coaching Customer Service 78

SharpenCX

JULY 7, 2020

Take a look at our 101 questions to ask when evaluating your new contact center platform. Bad experiences like this leave a bad taste. It’s hard to make purchases or use services from brands that don’t value customer experience. Customer experience matters. I dread these situations. Harvard Business Review ). UC Today ).

Contact Center 86

Contact Center Customer Experience Customer retention Interactive Voice Response 86

Fonolo

OCTOBER 30, 2018

Deliver Your Brand Experience in an Exceptional Way. Just recently, the brand released its latest campaign , one documenting its efforts to bring a Kenyan hockey team to Canada to experience the game in its country of origin. to highlight how T-Mobile is striving to create a more positive call center experience for its customers.

Marketing 164

Marketing Customer Service Advertising Call Center 164

ShepHyken

MARCH 27, 2017

Customer Experience, Innovation and the Slow Death of Famed Brands by Augie Ray. 1 Lesson Every Entrepreneur Can Learn From Elon Musk On Customer Experience by Lisa Calhoun. Tesla’s Model 3 ramp up is the biggest customer experience challenge yet. Here are my top five picks from last week.

Customer Service 209

Customer Service Benchmark Call Center Advertising 209

Fonolo

FEBRUARY 18, 2021

Yes, this is business 101, but we feel it’s worth mentioning. By taking this step, you’ll be able to account for the customer experience — after all, there’s no point in implementing a strategy that makes them unhappy. Unsure where to start? Identify the problems you want to solve. Interview your agents.

Contact Center 148

Contact Center Abandon rate Average Handle Time First call resolution 148

Anexa BPO

APRIL 7, 2023

times more likely to remain in their service role (generating higher employee retention rates) and consistently provide positive customer experiences. It’s important to examine some of the challenges facing customer contact leaders in their quest to improve agent experience and devise strategies to improve retention.

Bilingual agents 52

Bilingual agents outsourcing Surveys Customer Service 52

CX Accelerator

MARCH 16, 2020

Maria Ebrahimi, Customer Experience Manager at 101 Commerce, isn’t offended by the term “agent” and actually prefers it. Is it possible that contact center leaders need to spend less time trying to put lipstick on a pig and more time improving the job and the employee experience? customer experience (CX).

Contact Center 228

Contact Center Personalization Engineering Customer Service 228

ShepHyken

JUNE 13, 2016

Difficult Customers 101: The 4 Difficult Customers & How To Tame Them With Customer Support by Jack Plantin. The Top 8 Customer Experience Trends in 2016 (Infographic) by David Younger. There always seems to be a new product, service, or experience within reach of a brand’s current customer.

Customer Service 208

Customer Service Upselling Customer retention B2C 208

ShepHyken

OCTOBER 26, 2018

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What about the service experience was extraordinary?

Consulting 124

Consulting Consulting Sales Marketing 124

SmartAction

SEPTEMBER 16, 2022

IVA and the utilization of NLU is a game changer when it comes to the experience customers will have when interacting with the contact center. Understanding how IVA and NLU operate is a step towards creating an excellent customer experience and simultaneously enhancing efficiency for the contact center.

Interactive Voice Response 89

Interactive Voice Response Virtual Agent Contact Center Engineering 89

Quiq

AUGUST 24, 2022

Synchronous messaging 101. Asynchronous messaging 101. It’s a much more pleasurable experience for your busy customers. Now you know how asynchronous and synchronous messaging compare, you can use both to create a winning customer service experience. Some examples of asynchronous messaging are: SMS/text messaging.

Chatbots 88

Chatbots Wait times Customer Service Metrics 88

AWS Machine Learning

AUGUST 11, 2022

You don’t need ML experience to use Lookout for Metrics. The data of the files is as follows: {"TIMESTAMP":"2022-03-20 00:00","LOCATION_ID":"B-101","CO":2.6,"SO2":62,"NO2":57}. TIMESTAMP":"2022-03-20 00:05","LOCATION_ID":"B-101","CO":3.9,"SO2":60,"NO2":73}. SO2":62,"NO2":57}. SO2":60,"NO2":73}. Visualize anomalies.

Metrics 70

Metrics APIs Scripts Wireless 70