ShepHyken

APRIL 16, 2019

Enhancing the Customer Experience Through Emotional Engagement. They discuss his new book, Leading Loyalty: Cracking the Code to Customer Devotion , and the importance of empathy, responsibility, and generosity in the customer experience. The biggest factor in customer loyalty is empathy.

Scripts 243

Scripts Enterprise Customer emotions Customer Service 243

CX Accelerator

OCTOBER 28, 2020

Collected and written by your CX DJ, Jeremy Watkin. ,, In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. The question was, “What song sums up your aspirations as a CX leader?”. There’s a line in the bridge of the song that says: Tears streaming down your face. But what can I say?

Customer centricity 281

Customer centricity Personalization Customer Experience 281

Beyond Philosophy

NOVEMBER 2, 2016

From a customer experience standpoint, these add-on fees create problems because we don’t expect to be charged for these things. Customer expectations might seem irrelevant, but they can actually be one of the most important factors that drive a customer’s experience. I have, and I wasn’t happy about it.

Advertising 419

Advertising Consulting Consulting Customer Experience 419

ChurnZero

AUGUST 25, 2021

Assessing customer satisfaction is crucial and has become an important part of driving growth for a variety of businesses. A Net Promoter Score (NPS) ® is one popular way of measuring customer satisfaction in a way that’s easy to understand. It will help you set benchmarks to get a clear picture of your performance with your customers.

Journey mapping 98

Journey mapping Benchmark Feedback Metrics 98

ShepHyken

NOVEMBER 29, 2017

They are being taught the same lessons in voice and body language that actors are taught to help them create a better customer experience. The first thing I thought when I heard this is that they are teaching employees how to engage with customers by acting out a scripted response. Step up and be your best.

Scripts 240

Scripts Personalization Customer Service Customer Experience 240

ShepHyken

FEBRUARY 4, 2022

This week we feature an article by Sowmya Juttukonda, content developer & digital media strategist at Knowmax , a knowledge management system to enhance customer service. She shares the advantages of a single source of truth for customer service. The advantages of a single source of truth: Your Information.

Customer Service 174

Customer Service Government Marketing Enterprise 174

Beyond Philosophy

DECEMBER 2, 2021

People look back on their childhood and talk about how terrible it was. Looking back at the earlier period, they feel good about it, no matter how terrible it was in their description. Customers do this, too. So, the question I pose today is, what part of your customers’ past would they want to relive? .

Entertainment 221

Entertainment Construction Consulting Consulting 221

Babelforce

APRIL 14, 2020

What actually happens when your customer abandons a call? Negative social media, terrible feedback and a lost customer. Luckily, when it comes to reducing call abandonment, your contact center has options… In this post: What abandon rate should you aim for? What abandon rate should your contact center aim for?

Abandon Call 98

Abandon Call Contact Center Abandon rate Interactive Voice Response 98

Babelforce

APRIL 14, 2020

What actually happens when your customer abandons a call? Negative social media, terrible feedback and a lost customer. Luckily, when it comes to reducing call abandonment, your contact center has options… In this post: What abandon rate should you aim for? What abandon rate should your contact center aim for?

Abandon Call 98

Abandon Call Contact Center Abandon rate Interactive Voice Response 98

Beyond Philosophy

SEPTEMBER 18, 2016

A: Wells Fargo Bank, the latest bank to suffer the scrutiny of the truth and forced to answer for taking advantage of its customers’ trust. However, it looks bad, and looking bad, after damaging customer’s trust, is almost as bad as actually being bad. A Customer Experience has several influences. Furthermore, the $124.6

Banking 416

Banking Construction Accountability Sales 416

Beyond Philosophy

MAY 28, 2020

It won’t be good for your career, your team, or your bottom line. We discussed the surprising way that new ideas that seem crazy can do amazing things for your brand in a recent podcast. We discussed the surprising way that new ideas that seem crazy can do amazing things for your brand in a recent podcast.

Metrics 371

Metrics Engineering Consulting Consulting 371

Beyond Philosophy

JUNE 6, 2016

How much, do I have the right money, do I have any cash? Its website still says “No Cash, no tip, no hassle,” and It won’t be adding a tipping feature to its app, which means that customers will have to pay tips in cash. However, cash tipping is now coming to Uber. Uber, while agreeing to this policy change, isn’t exactly embracing it.

Consulting 278

Consulting Consulting Customer Experience Sales 278

CX Accelerator

OCTOBER 28, 2020

Collected and written by your CX DJ, Jeremy Watkin. ,, In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. The question was, “What song sums up your aspirations as a CX leader?”. There’s a line in the bridge of the song that says: Tears streaming down your face. But what can I say?

Customer centricity 182

Customer centricity Personalization Customer Experience 182

GetFeedback

JULY 22, 2019

A Voice of the Customer (VoC) program captures, analyzes and reports on all customer feedback associated with your company. . It’s the heartbeat of any customer experience (CX) program. That’s because, without customer feedback, you won’t know where to begin to improve your customer experience. .

Feedback 68

Feedback Customer Experience 68

ShepHyken

SEPTEMBER 1, 2017

This week we feature an article by Andy Ko who writes about not making your customers wait to have their questions answered. As both a professor and chief scientist at a SaaS software company, I spend time around two groups of people that couldn’t be more different: Enterprise marketing, sales, and customer experience executives.

Self service 209

Self service B2B SaaS Enterprise 209

Beyond Philosophy

MAY 5, 2016

VW was responsible for cheating on emissions test for over 11 million vehicles worldwide. This shows to me how lying can be endemic throughout an industry, and it starts at the top. As Customer Experience consultants, we can tell you that trust is an important thing for a Customer Experience. Hint: it’s not cheap!).

Consulting 262

Consulting Consulting Customer Experience Sales 262

GetFeedback

JULY 22, 2019

Infographic and cheat sheet on how to run a successful Voice of the Customer (VoC) program that will help improve customer experience across your brand.

Customer Experience 60

Customer Experience 60

Beyond Philosophy

MAY 21, 2021

From white lies to spare feelings to great big whoppers that deceive people for ulterior motives, lying is a part of life and, unfortunately, Customer Experiences. From white lies to spare feelings to great big whoppers that deceive people for ulterior motives, lying is a part of life and, unfortunately, Customer Experiences.

Customer Experience 221

Customer Experience Consulting Consulting Personalization 221

Provide Support

SEPTEMBER 18, 2017

Cheat Sheet for Live Chat Operators. Chat etiquette plays a huge role in customer service. It helps to build a lasting relationship with the customer, inspire future communication and create fans and advocates of your brand. Customer service training is the most important part in achieving these goals. Read more.

Customer Service 111

Customer Service Sales Best practices 111

ChurnZero

AUGUST 25, 2021

Assessing customer satisfaction is crucial and has become an important part of driving growth for a variety of businesses. A Net Promoter Score (NPS) ® is one popular way of measuring customer satisfaction in a way that’s easy to understand. It will help you set benchmarks to get a clear picture of your performance with your customers.

Journey mapping 52

Journey mapping Benchmark Feedback Metrics 52

Fonolo

NOVEMBER 7, 2018

It could be argued that customer service is uniformly about a few core things: Giving consumers agency; shepherding them towards a positive outcome to their problems; and providing solutions and smiles by whatever means (and using whatever technology) necessary. In providing them as an option to customers, you are working some serious magic.

Contact Center 182

Contact Center Gamification Abandon rate Call Center 182

ShepHyken

FEBRUARY 13, 2017

Each week I read a number of customer service articles from various online resources. The Customer is Always Right by Richard Shapiro. TCFCR) “The customer is always right” is a mantra urging service staff to give high priority to customer satisfaction. My Comment: Is the customer really right? Well worth it!

Customer Service 202

Customer Service Customer Experience Technology Personalization 202

Talkdesk

JUNE 2, 2020

You’ll find the following cheat sheet very useful when handling calls from customers who need your help. Take a small break, walk outside and engage your five senses. When you spend time in the moment focusing on your five senses, you’ll end up feeling less tense and ready to work. Then repeat this four times.

Call Center 78

Call Center Management 78

Babelforce

APRIL 14, 2020

What actually happens when your customer abandons a call? Negative social media, terrible feedback and a lost customer. Luckily, when it comes to reducing call abandonment, your contact center has options… In this post: What abandon rate should you aim for? What abandon rate should your contact center aim for?

Abandon Call 52

Abandon Call Contact Center Abandon rate Interactive Voice Response 52

ChurnZero

SEPTEMBER 28, 2021

A Net Promoter Score (NPS) ® is a value your company can use to measure customer satisfaction. It’s popular because it’s simple to calculate, easy to understand, and paints a clear picture of how your company is doing with its customers. The NPS value, however, doesn’t mean much on its own.

Benchmark 97

Benchmark SaaS industry standards Analytics 97

Influitive

MAY 1, 2019

According to Forrester, we are in the age of the customer, in which buyers, empowered by technology and social media, possess control of their own journeys. To avoid getting left behind, companies need to embrace this shift by looking to their customers for insights on how to improve marketing, product development and customer success.

Marketing 66

Marketing Technology Customer advocacy Enterprise 66

C3Centricity

MAY 16, 2018

Why do companies still try to cheat their customers? There have been a lot of articles recently exposing the behaviors of organisations who clearly haven’t adopted a customer first strategy. In many cases, packaging is the first personal contact a customer has with a brand. It also makes a fun read!

Advertising 64

Advertising Engineering CRM Marketing 64

GetFeedback

SEPTEMBER 24, 2019

If you’re reading this article you’ve probably read or heard about the book: “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty. ”. We’re not the only ones who think so—there’s much debate on whether low-effort is really the key to great customer experience. Get the Guide.

Metrics 68

Metrics Customer Experience 68

JivoChat

JANUARY 18, 2023

If you are looking for solutions to improve your skills as an entrepreneur and a team leader, several online business courses can help you with that. By taking just a few hours of your day to watch the video classes, study the materials, and do the exercises, you can actually learn a lot. Workload: 10.5 Workload: 10.5 Workload: 2.5

Metrics 75

Metrics Best practices Management Marketing 75

CX Global Media

AUGUST 27, 2018

I’m not talking about cheating and doing what’s unethical – I’m talking about common practices versus leading practices. So, if the common practice is to make your survey scores highly visible and front and center in your contact center, that is most likely not the practice to implement. Ignore Survey Scores. Ignore to Focus.

Contact Center 174

Contact Center Surveys Coaching industry standards 174

CSM Magazine

FEBRUARY 16, 2023

These technologies have revolutionized how people experience online casino gaming, making it more immersive, engaging, and interactive than ever before. Customized gambling experience Moreover, VR and AR allow players to customize their gaming experience.

Technology 52

Technology Personalization Management 52

CSM Practice

JUNE 15, 2020

The return to work raised legitimate concerns among the customer success community with regards to the health and safety of employees, vendors, and clients. . The return to work raised legitimate concerns among the customer success community with regards to the health and safety of employees, vendors, and clients. .

Best practices 52

Best practices SaaS Surveys Accountability 52

TechSee

SEPTEMBER 29, 2020

This is especially relevant in today’s customer-focused marketplace, where expectations are high, and customer service excellence has become a competitive advantage. Volume – rapidly address the most common issues that drive most inbound customer contacts. Contact centers are always looking for ways to reduce costs.

Call Center 196

Call Center Self service Gamification Contact Center 196

Customer Service Life

DECEMBER 6, 2021

As a customer service leader, there’s a certain balance I’ve struggled to find. Spending too much time interacting with customers can leave me feeling like our team is treading water and not making progress on key initiatives. Where’s the balance? With that in mind, I was intrigued to learn more about the man.

Customer Service 104

Customer Service Engineering Customer Support Analytics 104

Playvox

JANUARY 30, 2024

Highly engaged teams outperform the rest in business outcomes critical to your organization’s success. 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. Yet managers continue to fall short. Yet managers continue to fall short.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Toister Performance Solutions

JUNE 3, 2021

These experiences prove customers don't always have the clout they think they'd do. The Overlook is in a remote mountain town where having just one option for a variety of services means you can't easily take your business somewhere else. The uncomfortable reality is great customer service often requires leverage.

Airlines 110

Airlines Transportation Marketing Customer Service 110

CSM Practice

SEPTEMBER 25, 2019

With it, customers can either choose to retain your services as a business or simply churn and choose another. A good customer success manager (CSM) must understand the factors that result in churn and how to overcome these factors by taking customer success to the next level. How to Avoid Churn.

Accountability 65

Accountability Benchmark SaaS Surveys 65