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How to Reduce Friction

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. MORE

Customer Care Customer Experience Customer Service 228

Guest Post: How to Enhance Customer Experience Through Change

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. MORE

Customer Experience Government Feedback Management 510

How to Market Yourself

Beyond Philosophy

NOVEMBER 19, 2019

We usually talk about how you should use the principles of brand management to deliver excellent Customer Experience. In other words, marketing your Customer Experience has given you everything you need to know about selling yourself. Moreover, it has taught you all you need to know about improving your experience as a person. For example, one of the first things you do in a job search is to determine what position you want. Marketing Yourself. MORE

Marketing Consulting Consulting Management 221

How to Create Wonderful Customer Experience Through Effective Leadership

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. MORE

Customer Experience Engineering 120

How to Manage Like a Great Movie Director

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? MORE

Management Scripts Coaching Accountability 173

How to Measure Customer Retention

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. We find out how they liked our experience. We know that if they liked the experience, that is the first step in getting them to come back. Obviously, the closer you are to 100% the better. MORE

Customer retention B2C B2B Customer Service 228

Guest Post: How to Effectively Monitor Customer Experience

ShepHyken

JANUARY 15, 2021

H e shares different strategies to help your business monitor and measure customer satisfaction. Customer experience is crucial for businesses looking to retain existing customers and attract new ones. And effective monitoring is integral to this. MORE

Customer Experience Metrics Customer retention Analytics 235

How to Send the Message That You Care to be Your Best Every Day

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. MORE

Sales Marketing Customer Service 187

How to Be a Better Retail Customer During the Holidays

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. Remember, they too want to spend time with family et al and have their own shopping to do. Here’s how to be a better retail customer during the holidays. We expect our shopping experience to be: Hassle-free. MORE

Personalization Customer Service 156

How to Disrupt Your Competition

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. MORE

Automotive Customer Service Customer Experience Management 1227

The Customer Is Angry – And, It’s Not Your Fault

ShepHyken

MAY 22, 2019

You’re ready to take the lashing this customer is about to give you. You know you personally did nothing to offend and upset this customer. But somebody did something, or something happened, that made this customer want to lash out at you. The anger had nothing to do with anything related to your company. Something else caused the customer to become upset. Perhaps the customer had a flat tire on the way to an important meeting. Imagine this. MORE

Personalization Sales Customer Service 260

How to Avoid Roadblocks to Great Customer Service

ShepHyken

AUGUST 5, 2020

It’s easy to ask yourself these questions and self-diagnose your organization, but have you ever asked your people? To date, 25 of those original 26 areas have been eliminated. This is similar to an exercise that we do in our customer service workshops. MORE

Customer Service Customer Experience Management 291

How to Prepare Your Phone System for the Holidays

FluentStream

DECEMBER 10, 2020

The countdown to the holidays has officially begun! Unlike me, assembling a checklist of seasonal changes to your business phone system is probably the last thing on your mind. MORE

52

5 Top Customer Service Articles for the Week of August 26, 2019

ShepHyken

AUGUST 26, 2019

I have added my comment about each article and would like to hear what you think too. 37 Customer Experience Statistics You Need to Know for 2019 by Toma Kulbyt?. But, why are so many companies focusing on the customer experience and what happens to companies that choose to ignore it? Sure, you may already know how important customer service and experience are, but just a reminder that 86% of customers are willing to pay more for a great experience. MORE

Customer Service Advertising Customer Experience Feedback 211

How to Text Message Your Customers

Quiq

MARCH 11, 2020

First, to set the stage, we know consumers are shopping online more often than ever before — and they’re using mobile phones to do it. While not surprising, for some of us, we remember when the phone was still connected to the wall, so the adoption and growth of cell phones in such a short time is astonishing. If your company isn’t taking advantage of the ability to text customers, you’re missing out on an incredible opportunity. Share This Story. MORE

Personalization Best practices Customer Care Customer Service 48

How to Make Your Customers Feel Important – Tip #19

Steve DiGioia

OCTOBER 8, 2020

Their goal is to make their customers feel important and serve them well. But most servers are friendly and really try to make your dining experience enjoyable. How Do You Make Your Customers Feel Important? What is the Key to Great Service? Click To Tweet. MORE

Personalization Customer Service 138

The Top 7 Reasons Advocacy Programs Fail (And How to Fix Them!)

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. MORE

Marketing B2B Best practices Customer Experience 62

How to Make Work Work Again

Contact Center Pipeline

DECEMBER 23, 2020

It’s mind-numbing how much is being written about COVID-19. Too much to absorb, much less process. Yet amid the lockdowns, layoffs and reopenings, we’re forced to figure out what could actually work—aside from pontifications about the need for business resiliency. MORE

Contact Center Call Center 151

How to Succeed in Leadership, Marketing, Innovation and Insight

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. MORE

Marketing Coaching Customer centricity Sales 77

How to Measure Customer Satisfaction With CSAT

GetFeedback

DECEMBER 26, 2018

Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly. The most common way is by sending customer satisfaction (CSAT) surveys, which ask customers to rate their experiences and share open-ended feedback. When to use CSAT. MORE

Surveys Metrics Sales Best practices 96

What Do You Do With Deadwood Employees? – Tip #11

Steve DiGioia

AUGUST 13, 2020

But there are always one or two poor performers or “deadwood employees” – those who contribute little to the company’s success and at times undermine it. They never seem to get fired and amass a laundry list of disciplinary actions with little substantive repercussions. MORE

Morale Management 211

Guest Post: How to Build Your Customer Experience Roadmap

ShepHyken

DECEMBER 4, 2020

She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. We are here to tell you that there is no better time than now to start this process. And I got your CFO to make a budget commitment! MORE

Customer Experience Airlines Technology Surveys 241

How to Tell if Your Favorite Brand Monitors Social Media

Steve DiGioia

JANUARY 8, 2018

Do you reach out on social media to the businesses you purchase from? Your Facebook or Twitter account provides an opportunity to let them know how happy you are with their product – or not! So, how do you tell if your favorite brand monitors social media? Many of you have read an earlier post of mine where I told the story of when Zappos, very unexpectedly, sent me a tweet in response to a conversation I had with a friend in a Twitter chat room. MORE

Accountability Customer Service 145

Guest Post: How to Use the Customer Journey to Create an Engaging Affiliate Marketing Strategy

ShepHyken

FEBRUARY 26, 2021

She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. An affiliate marketing strategy needs to be effective, target well and work well for brands and customers. Provides a good solution to customer problems. MORE

Marketing Journey mapping Upselling Advertising 213

Do This Instead of Worrying About a Good NPS Score

Steve DiGioia

SEPTEMBER 24, 2018

does your Net Promoter Score tell you enough to make a difference? I’ll get to that in a moment but first, some background. According to NPS’s own website, respondents to NPS-based surveys are grouped as follows: Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth. Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings. MORE

Metrics Surveys Customer Experience Management 324

This Is Why You Can’t Fill That Position

Steve DiGioia

SEPTEMBER 14, 2020

You have a “hard to fill” open position at your job. To make matters worse, you’ve listened to your HR recruiting manager complain for weeks about “not finding enough qualified applicants” But in reality, this is why you can’t fill that position. MORE

Management Customer Service 185

How to Become a More Effective Positive Influence Leader and Inspire Change in Others

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. MORE

Engineering Customer Experience 156

Get Over It and Move On

ShepHyken

JULY 17, 2019

Make you irritable and not pleasant to be around. They went all the way to Game Seven. For those that don’t know, all the Stanley Cup games leading up to and including the finals are played as a best of seven series. The first team to win four games in their series advances to the next round and eventually, if they are good enough, wins the championship. The first team to score in overtime wins the game. Time to move on. Something bad happens. MORE

Coaching Customer Service Customer Experience 233

How to Manage Uncertainty

Beyond Philosophy

MARCH 22, 2019

How to Manage Uncertainty. I heard the manager say about the team that you have to control the controllable. I quite like that phrase and I believe it is the key to managing uncertainty in your business for your customers. In some ways, this is how you manage uncertainty. We talked about how to manage uncertainty for yourself, your organization, and your customers in this episode of The Intuitive Customer podcast. Listen to the podcast in its. MORE

Management Coaching Consulting Consulting 210

Guest Post: How to Nail Automated Customer Service Email Writing

ShepHyken

JANUARY 1, 2021

Sh e provides tips and examples of how to improve the customer experience with automated support emails. Email automation is a way to keep your customers happy. This saves time and helps to reduce support team workload. This is not a good way to do business. MORE

Customer Service Personalization Education Accountability 243

5 Ways Support Teams Can Prepare for the COVID-19 Holiday Rush

GetFeedback

NOVEMBER 1, 2020

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

Customer Service 123

Guest Blog: How To Improve the Customer Experience Starting Today

ShepHyken

NOVEMBER 27, 2020

She provides multiple strategies to improve the customer experience in order to gain and retain repeat customers. We live in such an instant gratification world that customers will often simply seek the next best thing if they don’t get the desired outcome to start. MORE

Customer Experience Feedback Wait times Surveys 264

Influential Leadership- How to Inspire Others In Customer Experience

CX Global Media

FEBRUARY 26, 2021

How do you become a more effective positive influence leader? Many people talk about culture, employee engagement, and how. The post Influential Leadership- How to Inspire Others In Customer Experience appeared first on Customer Experience Strategy and Tactics. MORE

Employee engagement Customer Experience 156

Address the Argument the Right Way

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. MORE

Management 244
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      • Moving to the Cloud
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      • What Do Your Employees Need to Provide Outstanding Customer Experiences?
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      • Implementing Virtual Agents: Where to Start, and How to Finish
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      • Ask the Experts: Conversational AI Automation Step-by-Step
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Feedback Metrics Personalization Accountability SaaS Sales Customer retention Customer Support Surveys Customer centricity More Related Topics >

How to Disrupt Your Competition

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.

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How to Make Your Customers Feel Important – Tip #19

Steve DiGioia

OCTOBER 8, 2020

Their goal is to make their customers feel important and serve them well. But most servers are friendly and really try to make your dining experience enjoyable. How Do You Make Your Customers Feel Important? What is the Key to Great Service? Click To Tweet.

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How to Become a More Effective Positive Influence Leader and Inspire Change in Others

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
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How to Succeed in Leadership, Marketing, Innovation and Insight

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 77
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Marketing Coaching Customer centricity Sales 77

What We Learned From Our Own Data-Driven ABM Strategy

Advertiser: ZoomInfo

ZoomInfo has created the following eBook to help other B2B organizations gain insights on how to launch their own data-driven ABM strategy. In this eBook, we will reveal the good and the bad from our own campaign and highlight some key takeaways on how to improve your ABM strategies moving forward.

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How to Create Wonderful Customer Experience Through Effective Leadership

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
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Customer Experience Engineering 120

Address the Argument the Right Way

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 244
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Management 244

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How to Send the Message That You Care to be Your Best Every Day

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.

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Guest Post: How to Enhance Customer Experience Through Change

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 510
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5 Ways Support Teams Can Prepare for the COVID-19 Holiday Rush

GetFeedback

NOVEMBER 1, 2020

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

Customer Service 123
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Customer Service 123

How to Be a Better Retail Customer During the Holidays

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. Remember, they too want to spend time with family et al and have their own shopping to do. Here’s how to be a better retail customer during the holidays. We expect our shopping experience to be: Hassle-free.

Personalization 156
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Personalization Customer Service 156

How Call Lifecycle Details Help Increase Customer Satisfaction

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Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

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InformaTech

Address the Argument the Right Way

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 244
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Management 244

How to Manage Like a Great Movie Director

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 173
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Management Scripts Coaching Accountability 173

The Top 7 Reasons Advocacy Programs Fail (And How to Fix Them!)

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
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Marketing B2B Best practices Customer Experience 62

How to Measure Customer Retention

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. We find out how they liked our experience. We know that if they liked the experience, that is the first step in getting them to come back. Obviously, the closer you are to 100% the better.

Customer retention 228
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Customer retention B2C B2B Customer Service 228

How to Reduce Friction

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 228
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Customer Care Customer Experience Customer Service 228

A New Segmentation Model for Customer Onboarding

Advertiser: Skilljar

In this eBook, we will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

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Guest Post: How to Nail Automated Customer Service Email Writing

ShepHyken

JANUARY 1, 2021

Sh e provides tips and examples of how to improve the customer experience with automated support emails. Email automation is a way to keep your customers happy. This saves time and helps to reduce support team workload. This is not a good way to do business.

Customer Service 243
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Customer Service Personalization Education Accountability 243

Guest Post: How to Effectively Monitor Customer Experience

ShepHyken

JANUARY 15, 2021

H e shares different strategies to help your business monitor and measure customer satisfaction. Customer experience is crucial for businesses looking to retain existing customers and attract new ones. And effective monitoring is integral to this.

Customer Experience 235
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Customer Experience Metrics Customer retention Analytics 235

Guest Blog: How To Improve the Customer Experience Starting Today

ShepHyken

NOVEMBER 27, 2020

She provides multiple strategies to improve the customer experience in order to gain and retain repeat customers. We live in such an instant gratification world that customers will often simply seek the next best thing if they don’t get the desired outcome to start.

Customer Experience 264
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Customer Experience Feedback Wait times Surveys 264

The Customer Is Angry – And, It’s Not Your Fault

ShepHyken

MAY 22, 2019

You’re ready to take the lashing this customer is about to give you. You know you personally did nothing to offend and upset this customer. But somebody did something, or something happened, that made this customer want to lash out at you. The anger had nothing to do with anything related to your company. Something else caused the customer to become upset. Perhaps the customer had a flat tire on the way to an important meeting. Imagine this.

Personalization 260
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Personalization Sales Customer Service 260

Busy Season? Keep Customers Satisfied with Great Support

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A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

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How to Tell if Your Favorite Brand Monitors Social Media

Steve DiGioia

JANUARY 8, 2018

Do you reach out on social media to the businesses you purchase from? Your Facebook or Twitter account provides an opportunity to let them know how happy you are with their product – or not! So, how do you tell if your favorite brand monitors social media? Many of you have read an earlier post of mine where I told the story of when Zappos, very unexpectedly, sent me a tweet in response to a conversation I had with a friend in a Twitter chat room.

Accountability 145
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Accountability Customer Service 145

How to Market Yourself

Beyond Philosophy

NOVEMBER 19, 2019

We usually talk about how you should use the principles of brand management to deliver excellent Customer Experience. In other words, marketing your Customer Experience has given you everything you need to know about selling yourself. Moreover, it has taught you all you need to know about improving your experience as a person. For example, one of the first things you do in a job search is to determine what position you want. Marketing Yourself.

Marketing 221
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Marketing Consulting Consulting Management 221

How to Avoid Roadblocks to Great Customer Service

ShepHyken

AUGUST 5, 2020

It’s easy to ask yourself these questions and self-diagnose your organization, but have you ever asked your people? To date, 25 of those original 26 areas have been eliminated. This is similar to an exercise that we do in our customer service workshops.

Customer Service 291
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Customer Service Customer Experience Management 291

Guest Post: How to Build Your Customer Experience Roadmap

ShepHyken

DECEMBER 4, 2020

She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. We are here to tell you that there is no better time than now to start this process. And I got your CFO to make a budget commitment!

Customer Experience 241
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Customer Experience Airlines Technology Surveys 241

How ZoomInfo Enhances Your Database Management Strategy

Advertiser: ZoomInfo

Forward-thinking marketing organizations have continuously invested in a database strategy for enabling marketing processes. Download this ebook to learn how to maintain a strategy that includes refreshed information, database cleanses, and an accurate analysis at the same time.

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Guest Post: How to Use the Customer Journey to Create an Engaging Affiliate Marketing Strategy

ShepHyken

FEBRUARY 26, 2021

She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. An affiliate marketing strategy needs to be effective, target well and work well for brands and customers. Provides a good solution to customer problems.

Marketing 213
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Marketing Journey mapping Upselling Advertising 213

Get Over It and Move On

ShepHyken

JULY 17, 2019

Make you irritable and not pleasant to be around. They went all the way to Game Seven. For those that don’t know, all the Stanley Cup games leading up to and including the finals are played as a best of seven series. The first team to win four games in their series advances to the next round and eventually, if they are good enough, wins the championship. The first team to score in overtime wins the game. Time to move on. Something bad happens.

Coaching 233
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Coaching Customer Service Customer Experience 233

What Do You Do With Deadwood Employees? – Tip #11

Steve DiGioia

AUGUST 13, 2020

But there are always one or two poor performers or “deadwood employees” – those who contribute little to the company’s success and at times undermine it. They never seem to get fired and amass a laundry list of disciplinary actions with little substantive repercussions.

Morale 211
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Morale Management 211

5 Top Customer Service Articles for the Week of August 26, 2019

ShepHyken

AUGUST 26, 2019

I have added my comment about each article and would like to hear what you think too. 37 Customer Experience Statistics You Need to Know for 2019 by Toma Kulbyt?. But, why are so many companies focusing on the customer experience and what happens to companies that choose to ignore it? Sure, you may already know how important customer service and experience are, but just a reminder that 86% of customers are willing to pay more for a great experience.

Customer Service 211
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Customer Service Advertising Customer Experience Feedback 211

How ZoomInfo Enhances Your ABM Strategy

Advertiser: ZoomInfo

For marketing teams to develop a successful account-based marketing strategy, they need to ensure good data is housed within its Customer Relationship Management (CRM) software. More specifically, updated data can help organizations outline key accounts for their campaigns. And to begin the targeting process, marketing teams must develop an Ideal Customer Profile (ICP) with appropriate firmographic and behavioral data to ensure they’re going after the correct audience.Download this eBook to learn how to start improving your marketing team's data!

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How to Text Message Your Customers

Quiq

MARCH 11, 2020

First, to set the stage, we know consumers are shopping online more often than ever before — and they’re using mobile phones to do it. While not surprising, for some of us, we remember when the phone was still connected to the wall, so the adoption and growth of cell phones in such a short time is astonishing. If your company isn’t taking advantage of the ability to text customers, you’re missing out on an incredible opportunity. Share This Story.

Personalization 48
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Personalization Best practices Customer Care Customer Service 48

How to Make Work Work Again

Contact Center Pipeline

DECEMBER 23, 2020

It’s mind-numbing how much is being written about COVID-19. Too much to absorb, much less process. Yet amid the lockdowns, layoffs and reopenings, we’re forced to figure out what could actually work—aside from pontifications about the need for business resiliency.

Contact Center 151
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Contact Center Call Center 151

How to Measure Customer Satisfaction With CSAT

GetFeedback

DECEMBER 26, 2018

Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly. The most common way is by sending customer satisfaction (CSAT) surveys, which ask customers to rate their experiences and share open-ended feedback. When to use CSAT.

Surveys 96
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Surveys Metrics Sales Best practices 96

Influential Leadership- How to Inspire Others In Customer Experience

CX Global Media

FEBRUARY 26, 2021

How do you become a more effective positive influence leader? Many people talk about culture, employee engagement, and how. The post Influential Leadership- How to Inspire Others In Customer Experience appeared first on Customer Experience Strategy and Tactics.

Employee engagement 156
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Employee engagement Customer Experience 156

The Executive's Guide to Building a Community Team

Speaker: Carrie Melissa Jones; Founder, Gather Community Consulting

Successful communities demand much more attention than most organizations predict. Join Carrie Melissa Jones, Founder of Gather Community Consulting for this webinar about the right way and the wrong way to approach community building.

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This Is Why You Can’t Fill That Position

Steve DiGioia

SEPTEMBER 14, 2020

You have a “hard to fill” open position at your job. To make matters worse, you’ve listened to your HR recruiting manager complain for weeks about “not finding enough qualified applicants” But in reality, this is why you can’t fill that position.

Management 185
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Management Customer Service 185

Do This Instead of Worrying About a Good NPS Score

Steve DiGioia

SEPTEMBER 24, 2018

does your Net Promoter Score tell you enough to make a difference? I’ll get to that in a moment but first, some background. According to NPS’s own website, respondents to NPS-based surveys are grouped as follows: Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth. Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.

Metrics 324
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Metrics Surveys Customer Experience Management 324

How to Manage Uncertainty

Beyond Philosophy

MARCH 22, 2019

How to Manage Uncertainty. I heard the manager say about the team that you have to control the controllable. I quite like that phrase and I believe it is the key to managing uncertainty in your business for your customers. In some ways, this is how you manage uncertainty. We talked about how to manage uncertainty for yourself, your organization, and your customers in this episode of The Intuitive Customer podcast. Listen to the podcast in its.

Management 210
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Management Coaching Consulting Consulting 210

How to Prepare Your Phone System for the Holidays

FluentStream

DECEMBER 10, 2020

The countdown to the holidays has officially begun! Unlike me, assembling a checklist of seasonal changes to your business phone system is probably the last thing on your mind.

52
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52

Best Practices for Accelerating the Sales Process

Advertiser: ZoomInfo

This eBook takes a look at three headache-free strategies you can employ today to accelerate selling the right way. Read on to learn how to adopt specific workflows and approaches that append your existing processes to deliver value to your prospects and internal counterparts.

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