ShepHyken

SEPTEMBER 27, 2019

That’s why you have to encourage your staff to think on their feet and give them the power to make important calls. 70% of employees ranked being empowered to take action at work when a problem or opportunity arises as an important element of their engagement. (? It was the Thursday before Memorial Day 2019. So, have no doubt.

Customer Experience 290

Customer Experience Personalization Customer Service Marketing 290

JivoChat

OCTOBER 26, 2022

Are you looking for blog name ideas to start publishing your articles on the internet? How your blog will be called should be aligned with how you want your brand to be perceived. Check out the blog to know more about it: How to Choose a Blog Name. There are several aspects to consider when selecting a blog name.

Engineering 75

Engineering Enterprise Personalization 75

ShepHyken

FEBRUARY 23, 2018

I recently found myself on the receiving end of a recording that told me for the tenth time after being on hold for fifteen minutes that, “Your call is very important to us. Where was the acknowledgment that what had transpired had just transpired? Please stay on the line and a representative will be with you shortly.”

Scripts 231

Scripts Employee engagement Customer Service Customer Experience 231

ShepHyken

JANUARY 11, 2019

What is the customer feedback loop? What many companies don’t realize is that they can turn this feedback into revenue. This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. But not all feedback is customer complaints.

Feedback 240

Feedback Surveys Technical Support Personalization 240

ShepHyken

MAY 4, 2018

They both are, because the reality is that there are three essential stages of customer experience: before, during and after the sale. After more than 15 years in business, our Better Business Bureau rating fell to an unacceptable level, mostly out of neglect. Here’s what we did. Explain what will happen next.

Customer Experience 202

Customer Experience Advertising Engineering Sales 202

CX Accelerator

NOVEMBER 7, 2023

It’s at that point I realized that I never received an email from the airline after booking my flight. When I called the airline, I explained to them that I didn’t have my booking code — and apparently my name, credit card number, location, and approximate time of the flight were not enough to find my reservation. Again, huh?

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

ShepHyken

JUNE 1, 2018

But this is what you need to improve your existing products or services further. So, what’s your next move? A live chat can help an organization learn what all areas it needs to improve and build a product/service that matches the needs of their customers. You can go for email or call support. This may sound harsh.

Customer Support 261

Customer Support Sales Marketing B2B 261

ShepHyken

JUNE 24, 2016

This week on our Friends on Friday guest blog post my colleague, Jeremy Watkin shares a story demonstrating the importance of empowerment to great customer service. Then she said, “You know what? I often call this empowerment where we take that little bit of extra time to educate the customer while we serve them. Shep Hyken.

Technical Support 211

Technical Support outsourcing Education Customer Service 211

Beyond Philosophy

DECEMBER 7, 2023

To that end, Tom Martin , CEO at Glance has submitted one, and here’s what he had to say: Let me begin with my gratitude, thanking Tom for his exciting viewpoint. As we develop AI into our systems, we will need to determine what AI will replace, what it will augment, and what it will add.

Customer Experience 221

Customer Experience Chatbots Customer centricity Education 221

ShepHyken

MAY 25, 2018

This not only saves relationships, it reduces call-center FTE costs, churn rates, and retention discounts, while increasing satisfaction and helping earn the right to cross-sell later on. based on what best serves the relationship. People tend to understand next-best action at a high-level, but not how it works behind the scenes.

Call Center 185

Call Center Customer retention Upselling Advertising 185

ShepHyken

JANUARY 26, 2018

Pay attention to what customers are saying. Take advantage of what you are seeing and hearing and then use what you’ve learned to surprise your customers with amazing and exceptional customer service. – Shep Hyken. After a half hour, I ended up having to call my friend at 3:30 AM. another worker called in sick.

Consulting 208

Consulting Consulting Customer Service Sales 208

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. What we’re talking about here is a single customer view. Do this time after time, and you’re now forming a relationship.

Customer Service 230

Customer Service Contact Center Technology Big data 230

Beyond Philosophy

DECEMBER 6, 2019

The Naïve to Natural Model classifies organizations into four orientations, which I called Naive, Transactional, Enlightened, and Natural. What measurement is in place? For example, often, the call center environment has a measure called “Average Call-Handling Time.” I wondered how I did that.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

Beyond Philosophy

OCTOBER 19, 2023

Ready to know what it is? Today, we will discuss why customers change their minds and what you can do about it. Professor Daniel Kahneman called them System One and System Two in his book Thinking Fast and Slow. In our book, The Intuitive Customer, we called them the Intuitive and Rational Systems.

Journey mapping 221

Journey mapping Sales Surveys Education 221

Beyond Philosophy

FEBRUARY 15, 2024

Still, when you ask them what emotion they are trying to evoke, they tend to gravitate towards terms like “positive” or “favorable.” In my early work with Customer Experience , the Chair of Consumer Psychology in the UK told me that there were around 150 emotions, which all vary to some degree.

Customer emotions 221

Customer emotions Call Center Customer Experience Customer Support 221

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken. Jeanne Bliss.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ShepHyken

JULY 8, 2016

This week on our Friends on Friday guest blog post my colleague, Mike Schoultz shares a few customer experience stories that demonstrate how companies have handled customer experiences, some well and some not so well. Or, worse, told to use the phone to call the credit card support number directly. – Shep Hyken.

Customer Experience 189

Customer Experience Marketing Personalization Management 189

Beyond Philosophy

DECEMBER 28, 2023

We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. ” You do, and it works. Suppose you are at an airport, the airline cancels your flight, and you sit in a call center queue.

Airlines 221

Airlines Self service Call Center Personalization 221

Call Experts

DECEMBER 29, 2021

At Call Experts, we are dedicated to providing supportive content every week through our contact center blogs. Because contact center blogs can be an essential tool for understanding services from a company and what it might be like as their customer. . What is a call-out line? What is a call-out line?

Contact Center 52

Contact Center Morale Government Healthcare 52

CCNG

MAY 31, 2023

He said, “I know you are home with the kids, and I don’t want to keep you from them, but I just had to call and tell you what a great job you’re doing. Your enthusiasm really pulls people together, and I wanted you to know I appreciate all your hard work.” The call took me by surprise. It was my boss. Thanks again.

Technical Support 195

Technical Support CCNG First call resolution Customer Service 195

Beyond Philosophy

MARCH 2, 2020

O2 Customer Service called me within 30 minutes of my negative response to ask why I was dissatisfied with my service. After listening, the O2 customer service agent proposed replacing our SIM cards to address some of the problems I mentioned. I didn’t know what stop we should get off on, however, so I went to look it up on my phone.

Customer Service 470

Customer Service Consulting Consulting Wait times 470

Beyond Philosophy

JULY 7, 2022

We had a pickle about the future of brick-and-mortar after the pandemic that I thought I would share with you, too. Here’s what Bjorn had to say: Hello, Ryan and Colin, and thanks for a great show. Here’s what Bjorn had to say: Hello, Ryan and Colin, and thanks for a great show. Retail is Back, But Different.

Technology 402

Technology Consulting Consulting Personalization 402

Beyond Philosophy

NOVEMBER 11, 2021

In particular, call centers are bugging me. For example, when I hear, “We’re experiencing an unexpectedly high volume of calls at the moment, but your call is very important to us,” I feel frustrated. They are constantly experiencing “unexpectedly high call volumes.”

Consulting 383

Consulting Consulting Call Center Metrics 383

Beyond Philosophy

MARCH 28, 2024

They don’t say that in so many words, but effectively, that’s what they were asking me to do. What they’re after is a silver bullet. After all, I’ve been trying to learn the guitar for the past three years. What’s the silver bullet there? It’s hard work. Reason #2: Cognitive Ease.

CRM 195

CRM Sales Customer Experience Management 195

ShepHyken

MARCH 10, 2017

This week on our Friends on Friday guest blog post my colleague, Steven Macdonald, shares the results of a study examining how companies around the world respond to customer service requests. To keep the study simple, one email was sent to each company containing two simple questions: Do you have a phone number I can call you on?

Customer Service 221

Customer Service Technical Support Benchmark Best practices 221

Beyond Philosophy

AUGUST 20, 2020

Professor Melumad is an assistant professor of marketing at the Wharton School at the University of Pennsylvania and has worked a lot in a relatively new research area about people’s relationship with mobile phones. How we share information is affected by the medium that we use to communicate it.

Transportation 870

Transportation Surveys Consulting Consulting 870

CX Accelerator

MAY 25, 2022

Deliberate decisions were made to make sure that the communication channels are easy to access and actually work to get messages from customers to the support teams. So, I took to Twitter to see what ideas others in the CX space have. How this works: Use the email address name + @ sign to add before your brand’s domain name.

Customer Support 316

Customer Support Wait times Self service Best practices 316

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. Back office support. Subject matter experts.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. Blog #2 of 3: Self-Service puts the Customer Experience in their Hands. Digital literacy is the new normal.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Steve DiGioia

JUNE 20, 2022

I used to work with a general manager who, as you walked through the hotel halls with him, would make a point of picking up a piece of trash off the floor. I had a boss who was ALWAYS late for every meeting – and HE was the one who called for the meeting. What about you? I don’t like taking surveys after a purchase.

Surveys 195

Surveys Personalization Management Customer Service 195

Call Experts

FEBRUARY 18, 2021

But, do you ever wonder: what is customer service? It is best defined as supporting your customers’ needs by offering and delivering professional, top-notch assistance before, during, and after their requirements are fulfilled. Check out this blog. . You can follow our blog or some of the blogs listed below!

Contact Center 52

Contact Center Interactive Voice Response Best practices Call Center 52

Steve DiGioia

JULY 11, 2022

Here’s what I mean. But what if the ads featured a salesperson or two or the mechanic who’d be working on your car? When you show off your team, your customer gets a better feel for what the shopping experience will be like and helps make it more personal. Every business has its underachievers. A Star Employee Stands Out.

Finance 204

Finance Advertising Sales Marketing 204

Steve DiGioia

OCTOBER 3, 2021

I didn’t know what to expect since this is my first time using them. Two hours later I got the call that it was ready to be picked up. I guess I expected more after all. But others say that a local mechanic relies on word-of-mouth referrals and quality work to stay in business and therefore is more apt to do more than expected.

Morale 288

Morale Customer Service 288

Steve DiGioia

MAY 2, 2022

So, what can pro wrestling teach us about customer service? They know what their fans want, and they do their best to give it to them. They can think like the customer, they’re one step ahead of what they will need and what they may want. Think, “ What would I want if I was the customer?”. Maybe you are too.

Customer Service 328

Customer Service Entertainment Morale Scripts 328

Call Design

MAY 14, 2024

Now I know what you’re thinking: “Oh great, another post about employee engagement”, and I hear you. This is great for employees but what about the Workforce Planning team? Planners often consider “engagement” and “flexibility” as elements that make work more challenging. Can you please action this shift swap?

Gamification 78

Gamification Employee engagement Coaching Accountability 78

aircall

APRIL 3, 2019

Contrary to popular opinion, business phone calls don’t actually end at the “click.” ” Although the customer has left, Sales and Support professionals still have work to do before starting a new conversation. Now that we know what After-call work is, let’s take a look at what it involves.

Call flow 90

Call flow Sales Morale Personalization 90

TeleDirect

MAY 6, 2024

Outsource your call center needs to TeleDirect. Professional call center services & contact center services When business comes calling, who’s there on the other end of the line? It’s also better for your employees—unless they were specifically hired to handle customer support, they shouldn’t be the ones taking calls!

Call Center 62

Call Center Contact Center Real estate outsourcing 62