ShepHyken

SEPTEMBER 26, 2018

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. Your customers want your product to meet their expectations. Everyone is striving to create a good experience, at every level.

Automotive 1281

Automotive Customer Service Customer Experience Management 1281

C3Centricity

MAY 28, 2022

One of my clients, who is following the 50 weekly actions for customer centric excellence as described in my book Winning Customer Centricity , recently asked me for some ideas on how to better involve their customers in co-creation. According to Wikipedia co-creation is.

Advertising 87

Advertising Personalization Management Marketing 87

Shep Hyken

JUNE 30, 2021

Not long ago I covered six ways to handle angry customers. So, after you read this, I urge you to go back and read the original article. This is a follow-up with another half dozen techniques to manage angry and/or difficult customers.

Management 113

Management Customer Service 113

C3Centricity

MAY 1, 2021

Denyse Drummond-Dunn · How to sell more to less: the essentials of segmentation. Subscribe on Apple Podcasts to get new episodes as they become available.”. . Businesses often make the mistake of trying to sell to everyone. Well, if you try to please everyone you end up delighting no-one. Read on to find out why. Your brand needs to appeal to a group of customers who are looking for the solution you are offering.

Customer centricity 81

Customer centricity Marketing Consulting Consulting 81

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Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

Nicereply

MAY 25, 2022

When it happens, the right thing to do is own the mistake and apologize to anyone affected. However, if the business said sorry on top of the credit, satisfaction increased to 74%. Saying sorry is the most effective , cheapest way to turn around a bad customer experience.

Customer Service 87

Customer Service Education Accountability Personalization 87

Myra Golden Media

FEBRUARY 6, 2018

Do you find it difficult to get customers to accept your word as final? Or even better, do they ask to talk to your manager? The thing is, we all need to get better at making our answer the final answer. It’s pretty easy to give a firm answer when you have the right approach. Making your answer the final answer comes down to two things. I talk about how to make your answer the definitive solution in the short video below.

Call Center 313

Call Center Customer Service Management 313

Nicereply

MAY 18, 2022

That sudden disengagement leaves store owners disillusioned and desperate to improve their existing customer experience. But how to do it? A customer journey map illustrates how a customer experiences a business. How to Create a Customer Journey Map.

Journey mapping 70

Journey mapping Analytics Feedback Customer Experience 70

Nicereply

FEBRUARY 28, 2022

Regardless of how well trained your team is, how customer-centric your processes are , or how much you want to delight your customers, negative feedback is bound to arise. When sharing feedback with an agent, how you say it matters just as much as anything else.

Feedback 85

Feedback Construction Customer centricity Personalization 85

Myra Golden Media

FEBRUARY 16, 2018

Your interactions with customers who have experienced a problem need to be structured in such a way that you restore the customer’s confidence in your company, and you regain their goodwill. You can do this in just three steps, whether you’re talking to your customer over email, chat, text or social media. The first thing you have to do, to restore confidence, is acknowledge customer concern in the first sentence of your interaction.

Airlines 163

Airlines Personalization Customer Experience 163

Speaker: Liz Richardson and Deena Zenyk

If you’re a marketer, or you need more information and understanding on how to turn customers into advocates, you need this upcoming webinar. You will learn: best practices for architecting a customer advocacy program, key outcomes & measurements, how to identify and recruit advocates from your community, and incentive types and how to use them. Register now for October 6th, 2021, at 12:00pm EDT.

Customer advocacy

Myra Golden Media

JANUARY 23, 2018

But never have I dared to cuss at a person in a customer service role. And I get rather upset about lousy customer service and still manage to talk nicely to people about any issues I encounter. You have to draw the line on unacceptable behavior with customers, just as I hope you do in your interpersonal relationships when people disrespect you. Diplomatic comebacks to cussing set you up as professional and assertive, and they help you get the respect you deserve.

Customer Service 209

Customer Service Personalization Management Customer Experience 209

Steve DiGioia

MARCH 8, 2021

Today’s post tells you how to stop giving customer service like a useless scarecrow. These are the deadwood employees hired in a desperate attempt to quickly fill open positions and with little regard to their qualifications. He knew what to do and when to do it.

Customer Service 163

Customer Service Benchmark Best practices Customer Care 163

Steve DiGioia

AUGUST 17, 2020

Always address the point of the argument, NOT, the emotions attached to it. Example: John is upset that his suggestions for improvements to an upcoming project weren’t adopted, so he vents his frustrations about being overlooked or undervalued. Do this before speaking to John again.

Management 280

Management 280

kommunicate

APRIL 22, 2021

He told me about an experience he had on Facebook when he set out to understand what to consider as a career. He came across a university page and decided to have an interaction with a messenger bot. The post How to Build Chatbot for Facebook?

Chatbots 83

Chatbots 83

Speaker: Rick Nucci, Co-Founder & CEO of Guru

With the advent of chatbots, artificial intelligence, interactive voice response, and machine learning, novel technologies continue to disrupt the contact center industry. How to leverage AI to drive cloud-based solutions in contact centers.

Interactive Voice Response

Steve DiGioia

DECEMBER 16, 2019

Time to share a meal with great company, whether family, friends, or coworkers. For them, it’s a time for stress, a time to deal with frantic shoppers looking for the perfect gift, and a time to work long hours with little time for themselves. Click To Tweet.

Personalization 196

Personalization Customer Service 196

C3Centricity

JULY 20, 2020

Although I love quotes, especially about how to succeed, I love success even more. One of my favourite quotes on the topic of success comes from Winston Churchill during his address to the Harrow School (UK) during WWII in 1941. How you React to Failure Could Make You a Success.

Marketing 87

Marketing Coaching Customer centricity Sales 87

ShepHyken

JUNE 24, 2020

Get ready to do a little math. It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. It’s easy to measure customer satisfaction at different levels.

Customer retention 336

Customer retention B2C B2B Customer Service 336

Steve DiGioia

SEPTEMBER 10, 2018

Next comes finding the perfect location to set up shop and after almost a year you’re finished. Sure, you had to get over a few hurdles and you corrected some mistakes but now business is steady. But for how long? Your focus is only on the things that are important to you. But what about the unspoken messages you’re sending to your customers? can a crooked sign ruin your business? This original article was written by Steve DiGioia.

Sales 168

Sales Marketing Customer Service 168

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

outsourcing

Myra Golden Media

APRIL 17, 2017

Guilt was my first response to burnout. How dare I feel bored, dis-interested and un-creative. So many people would be happy to be where I am; I should be grateful. Don’t allow customer service employees to spend more than 80% of their time on the phones. Can you imagine how draining this must be? But there are other ways to get employees off of the phones for part of their day. Let employees attend meetings, perhaps in your place, from time to time.

Agent burnout 193

Agent burnout Customer Service Call Center Feedback 193

Myra Golden Media

DECEMBER 17, 2018

No one likes to deliver bad news to customers, but for a lot of us, giving bad news is a regular part of business. You know the feeling – you probably get nervous, or you have to transfer a call to your supervisor because the customer won’t accept your word as final. It’s time to figure out how to fix that! Here are Three Simple (But Important) Things To Remember About Giving Bad News To Customers.

Customer Service 211

Customer Service Personalization Call Center Management 211

CX Global Media

FEBRUARY 10, 2021

He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was. Sean Ryan was put in charge of an engineering team that had more experience than he had been alive.

Engineering 156

Engineering Customer Experience 156

ShepHyken

AUGUST 21, 2020

He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. Over the last few months, most businesses have had the opportunity to reconsider processes, products, and people. Fortunately, there is no mystery to it.

Customer Experience 542

Customer Experience Government Feedback Customer Service 542

Advertiser: Vanilla Forums

This eBook will focus on exploring the process of digital support transformations, including the types of support solutions available that meet customer demands and how to create the best combination for your customer base.

Customer Support

GetFeedback

NOVEMBER 1, 2020

How to provide the best customer service and support during this unprecedented holiday season. Guides

Customer Service 143

Customer Service 143

Influitive

MAY 16, 2018

In the 1994 film Angels in the Outfield, a disembodied voice talked Kevin Costner into building a baseball field with some of the worst marketing advice of all time: “If you build it, they will come.” Success in advocate marketing takes way more than just launching a program. No team of ghostly heroes will materialize.

Marketing 62

Marketing B2B Best practices Customer Experience 62

CX Global Media

JANUARY 27, 2021

He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was. Not really knowing what he could bring to the table, Sean tried to figure out what value that he could bring to the team, and he realized that if he could create space for them from the bureaucracy within the company, then they would be able to perform better and be incredibly successful at what they do.

Customer Experience 120

Customer Experience Engineering 120

JustCall

APRIL 5, 2022

With the increasing use of Internet-based telephony, many businesses are looking forward to integrating their communication processes with VoIP software. Recommended Read: All You Need to Know About VoIP Phone System: A Complete Guide. A simple solution here is to have a power backup.

voip 52

voip Transportation Benchmark Government 52

Advertiser: ZoomInfo

Successfully complete the five stages of ABM: define, identify, engage, convert, and connect. We’ll show you how to create a unified system with your sales team to help them land more qualified opportunities and connect with prospects like never before.

Accountability

BEN BITVINSKAS

SEPTEMBER 20, 2021

Learn tips and tricks for building a conversation that had a bad start

207

207

Myra Golden Media

SEPTEMBER 5, 2017

My course, “Delivering Bad News to a Customer” for Lynda.com and LinkedIn Learning is now live! If you struggle with how to deliver bad news to customers, you’ll want to take this class. Here’s a description of the course: Customer service is about providing the best experience to a customer—yet, a lot of the time customer service reps find that their hands are tied and that what the customer wants is not something the rep can deliver.

Customer Service 209

Customer Service Personalization Customer Experience 209

Myra Golden Media

MARCH 15, 2018

I’d bought something for my Dad and had it shipped directly to his home. So I reached out over chat, and this is what I was told: “We are constantly looking for the best prices to offer our customers, and that sometimes means a lower price is featured. Now, because this was a gift for my father, I wasn’t willing to drive to his house, take the gift back, package and ship it, re-order, and then send it back to my dad.

Best practices 156

Best practices Personalization Customer Service Customer Support 156

delighted

APRIL 27, 2022

Product development gives companies a way to explore new product ideas, upgrade existing products, and learn what potential customers want in the early stages of the development cycle. Product development is the end-to-end process of delivering a new product or upgrading an existing product.

Surveys 64

Surveys Marketing Feedback Engineering 64

Speaker: Jared Johnson, Director of Product Strategy, Kin + Carta

Customer journey maps have long been thought of in linear terms: the customer begins clicking on an ad, is taken to the website, browses, and purchases. The trouble is, we're creating linear maps for customers who think in a messy loop. It's time to make a CX that thinks like the customer--It's time to make a customer continuum. This, along with the emerging societal norms and behaviors caused by the pandemic, means that we're long overdue for a CX overhaul. Join Jared Johnson, Sr. Principal Strategist of Kin+Carta, and learn how to modernize your customer experience.

Journey mapping

Nicereply

FEBRUARY 16, 2022

NPS (or Net Promoter Score) surveys are a great way to understand how your customers feel. They are easy to implement, easy to answer, and proven to predict future customer loyalty better than other surveys. How to calculate your NPS survey response rate.

Surveys 52

Surveys Feedback Analytics Metrics 52

Steve DiGioia

SEPTEMBER 12, 2016

Now children, we are going to have free time. Each of you will be able to do whatever you want until class is over” said the teacher. Adaptability is rampant to suit the client’s wishes/needs. And the bosses want to be a “friend” to their subordinates. Any great business must run like a movie set where each employee is an actor with a specific role to play. The director, or senior management, sets the tone for all to follow. But to what extent?

Management 145

Management Scripts Coaching Accountability 145

Myra Golden Media

FEBRUARY 5, 2018

How to Respond to the Yelling or Cursing Customer – Plus More Diplomatic Phrases to Help You Regain Control in 9 Common Situations with Difficult Customers. Customer Experience Design Difficult Customers How to deal with Difficult Customers How to Talk to CustomersGet your packet now and share with your employees.

Customer Experience 171

Customer Experience 171

ShepHyken

NOVEMBER 14, 2018

The other day I was interviewed and asked, “How does one get started?”. My flippant answer could have been, “Read the book and find out,” but instead I gave an answer that was simple and applicable to any type and any size business. It’s where you want to start. For example, if you sell from your website, how many steps does it take for a customer to check out? How many lines of information do they fill out? That’s a combination that is hard to beat.

Customer Care 241

Customer Care Customer Experience Customer Service 241

Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex

Join CCNG's Fireside Chat for an interactive and energetic discussion as CCNG members share insights and predictions for 2021. Industry experts from Avtex, Poly, and Gridspace will share what they have learned in 2020 to help us prepare for 2021. Each participant will provide recommendations on how to address people, process, technology, and strategy as we continue to serve the needs of our employees and customers in an ever-changing customer service business environment. You will walk away with a revised vision for 2021 and actionable steps to take to better provide for your employees and customers alike.

CCNG