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Six Ways to Create Your Brand’s Experience Personality

ShepHyken

How to Create an Experience Personality I want to take it a step further this week. So, here are six ways to create an experience personality that will transform your company or brand from merely providing products and services to doing so with personality: Your Company’s Personality: I don’t care what you sell.

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Feedback Narcissism

ShepHyken

In medical terms, the Mayo Clinic says a narcissistic personality disorder is a mental condition in which people have an inflated sense of their own importance, a deep need for excessive attention and admiration, and a lack of empathy for others. Feedback is a gift. The answers to these questions are why you want feedback.

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The Best Feedback Question

ShepHyken

It may be one of the best feedback questions I’ve ever heard. Here it is: “The next time you call us, would you want the same person to take care of you? Let’s start with the one that prompted me to write this article: the next time you call us, would you want the same person to take care of you? Push 1 for yes and 2 for no.”.

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Your Personal Promise to Your Customers

ShepHyken

A few people went to his website and read his promise to his patients that he appropriately calls “My Personal Promise to You.” The feedback and comments about this promise were excellent, so I thought it was worth sharing with everyone. I’m sharing his personal promise, and as you go through this list, keep in mind three things.

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Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

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Text Analytics in Customer Feedback: The CXO’s Secret Weapon

Lumoa

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

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The Power of Hyper-Personalization in the Contact Center

Fonolo

But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Deloitte reports that 90% of people are attracted to hyper-personalized advertising content, and customers are quickly coming to expect it. What is Hyper-Personalization in a Contact Center?

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.