ShepHyken

APRIL 6, 2021

Shep Hyken interviews Jeff Toister , a customer service author, consultant, and trainer. Broken p romises to your customers can be either implicit or explicit depending on the situation or marketing strategy. . A customer doesn’t buy a product or service. 3) Recover from any service failures. .

Advertising 367

Advertising Consulting Consulting Customer Experience 367

ShepHyken

JULY 9, 2021

This week we feature an article by Davis Nguyen, the founder of My Consulting Offer. All company leaders know that their customers are the lifeline of their business — without loyal customers who would rather choose your product or service over one of your competitors, your business could ultimately become stagnant and fail.

Consulting 339

Consulting Consulting Enterprise B2B 339

CCNG

JUNE 14, 2023

Today, I want to explore the power of emotional connection, its role in fostering customer loyalty, and how your business can benefit from implementing strategies that prioritize emotional connections. Identify the emotions that resonate with your target audience and develop strategies to evoke these feelings in your customers.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

ShepHyken

JUNE 29, 2021

Shep Hyken interviews Shirley Macbeth, Chief Marketing Officer at Forrester , responsible for elevating the company’s thought leadership profile and generating demand for its portfolio of research, consulting, and events. At your service’ – Differentiating the experience through amazing customer service. ‘On

B2B 357

B2B Consulting Consulting Marketing 357

Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. Last February, the Harvard Business Review (HBR) published, “ Why is Customer Service so Bad?

Customer Service 470

Customer Service Consulting Consulting Wait times 470

ShepHyken

JANUARY 4, 2022

However, The Five9 Customer Service Index 2021 found that: Customers from the US, UK, Germany, Italy, and Spain all ranked phones as the preferred choice when dealing with customer service issues. Shep Hyken is a customer service and experience expert,? 51% preferred phone when it comes to general issues. New York Times ?bestselling

Virtual Agent 321

Virtual Agent Interactive Voice Response Contact Center Consulting 321

ShepHyken

OCTOBER 21, 2022

She’s also a web design consultant focusing on customer experience and user interface. She shares how customer experience is a valuable marketing strategy. Here’s why customer experience is of great value in your marketing strategies. . Why Customer Experience Should Be the Center of Your Marketing Strategies .

Marketing 181

Marketing Customer Experience Customer centricity Consulting 181

Beyond Philosophy

JUNE 5, 2021

Pricing strategy on its face doesn’t seem complicated. So, the strategy is often to move the price around until you find the sweet spot that hits all these metrics. There are other variables that can affect your pricing strategy success, and understanding them will help you find that sweet spot faster. How can we help?

Consulting 222

Consulting Consulting Metrics Surveys 222

ShepHyken

OCTOBER 26, 2021

Shep Hyken interviews Dan Balcauski, founder and principal consultant for Product Tranquility , where he focuses on helping high-volume B2B SaaS CEOs define pricing and packaging for new products. Shep Hyken is a customer service and experience expert,? Can all products become a subscription model?

SaaS 188

SaaS B2B Consulting Consulting 188

ShepHyken

JULY 16, 2021

This week we feature an article by Daniel Bishop, the assistant editor and marketing consultant for ReallySimpleSystems. That means offering new services, such as curbside pickup and delivery.? . That means that to keep customers coming back, you need to make your retail space stand out and provide exceptional customer service.

Consulting 352

Consulting Consulting Sales Self service 352

Lumoa

APRIL 28, 2024

They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting. The company started out as a survey tool for academics and has grown into a multi-product feedback software. You will need to reach out for a consultation first.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Beyond Philosophy

JANUARY 12, 2022

Or if your car could tell you that you need to take it in for transmission service? Sound like a futuristic take on product technology? In this episode, we hosted Tobias Goebel ( @tpgoebel ) Product Marketing Principal at Twilio IoT. 12:19 Goebel shares the three benefits he sees for connecting a product into an organization.

Consulting 195

Consulting Consulting Surveys Feedback 195

Beyond Philosophy

APRIL 28, 2022

Too many organizations don’t have a pricing strategy. The main point of that podcast was that a critical part of customer strategy and competitive differentiation is to determine how you are different from the pack and communicate that to your customers. These same principles often apply to pricing strategy.

B2B 222

B2B Consulting Consulting Engineering 222

Beyond Philosophy

JANUARY 19, 2022

While they have to this point largely been dominated by games and entertainment, these immersive technologies are poised to change how people interact with brands’ products and services in more everyday ways. Dobrev takes us through the ways Coca-Cola has been using these technologies in their customer strategy to great success.

Entertainment 195

Entertainment Consulting Consulting Technology 195

Beyond Philosophy

FEBRUARY 8, 2020

Our global Customer Experience consultancy engaged research at the end of 2019 to determine our direction for the next decade. Today’s businesses must face the challenges of new product and service launches in a commoditized market, fueled at least in part to massive growth in online commerce.

Consulting 356

Consulting Consulting Customer Experience Marketing 356

Outsource Consultants

FEBRUARY 26, 2024

And there’s no shortage of experts at Outsource Consultants., We are already seeing products that intertwine translation services for real-time communications between agents and customers. We’ve partnered with digital transformation consulting firms and AI service providers to assist our BPO partners to elevate CX.

Call Center 67

Call Center outsourcing Customer Service Consulting 67

ShepHyken

SEPTEMBER 28, 2022

Customer Delight as a Survival Strategy. It is not just driven by one aspect like fast delivery or a good product. 90% of customer service people want to do a good job and delight their customers. The customer service person is the one that delights the customer.” Customer delight is systematic. ” Tune in!

Consulting 175

Consulting Consulting Customer Experience Customer Service 175

ShepHyken

MARCH 12, 2021

He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. A study by McKinsey Consulting in April 2020 indicated that digitally-enabled sales interactions were at least twice more important during the pandemic than they were in the pre-COVID-19 era.

B2B 367

B2B Journey mapping B2C Telecommunications 367

ShepHyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. destinationCRM) In a provocative Harvard Business Review article, researchers from the Corporate Executive Board (CEB) argued in 2010 that companies should Stop Trying to Delight Your Customers, because “wowing” customers was a losing strategy.

Customer Service 227

Customer Service Best practices Education Consulting 227

ShepHyken

AUGUST 28, 2023

Each week, I read many customer service and customer experience articles from various resources. Optimizing Your Customer Feedback Strategy in 2023 by Lumoa (Lumoa) Your customers are sharing their experiences online. That feedback could give you the answer to whether your products, services, processes, and more will survive or die.

Customer Service 156

Customer Service Journey mapping Feedback Consulting 156

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR workers surveyed by consulting firm Eagle Hill said that the employee experience impacts their ability to serve customers.

Customer Service 258

Customer Service Customer retention Contact Center Upselling 258

ShepHyken

NOVEMBER 6, 2018

Owning Your Customer Service Initiative From the Top Down. Shep Hyken sits down with Christa Heibel to discuss the role the c-suite level plays in creating a CX strategy, how to keep track of your omnichannel presence, and how to measure and improve your customer experience strategy. How does the C-Suite create a strategy?

Contact Center 282

Contact Center Consulting Consulting Service level 282

CSM Magazine

OCTOBER 16, 2023

When running a successful business, an effective human resource (HR) strategy is non-negotiable. his is where HR consultancy services step in, providing a range of specialized offerings to streamline human resource management, ensuring compliance and efficiency.

Consulting 52

Consulting Consulting outsourcing Employee engagement 52

OctopusTech

MARCH 19, 2024

It acts as a very powerful tool to exhibit the products, form confidence, and obtain sales, which are mandatory tools for flourishing businesses. It must be said that freelancers are undeniably cost-effective, but choosing to go with a professional web development consultant will undoubtedly be more rewarding in the future.

Consulting 62

Consulting Consulting Engineering Best practices 62

Bill Quiseng

DECEMBER 13, 2021

Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. This week guest blogger Karen Hertzberg offers three QUI strategies to improve your service to keep customers coming back. Excellent customer service is one of the best ways to achieve this goal.

Customer retention 173

Customer retention Customer Service B2C B2B 173

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Cisco - Contact Center

JANUARY 10, 2023

As a change agent serving the financial services industry for over 20 years, it is a great privilege to collaborate with Bank, Insurance, and Wealth Management institutions to devise and execute digital transformation strategy, solve complex business problems, and leverage technology to strengthen business results.

Banking 145

Banking Enterprise APIs Contact Center 145

COPC

APRIL 1, 2024

This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance. Over the past two decades, numerous strategies and tools have developed. Bot-Based Training Perhaps the most notable trend we’ve seen in our consulting work is the emergence of bot-based training systems.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing. In This Article: What is Customer Experience?

Customer Experience 110

Customer Experience Consulting Consulting B2C 110

NobelBiz

FEBRUARY 6, 2024

SMS (Short Message Service ) has become a pivotal channel in the contact center industry. In this article you’ll learn about core strategies, compliance must-knows, and groundbreaking innovations and insights to transform your SMS campaigns into powerful tools of engagement and growth.

Contact Center 98

Contact Center Automotive contact center solutions Cloud contact 98

CSM Magazine

FEBRUARY 1, 2024

The solution is part of a wider Wellbeing Programme from Sabio which includes psychology-based discovery, Consultancy Services and ongoing strategic Success Management. Sabio’s Wellbeing Companion is designed to illuminate, implement, and monitor wellbeing strategies within organisations.

Consulting 52

Consulting Consulting Management Customer Service 52

CSM Magazine

APRIL 4, 2024

In this article, we delve into the world of customer affiliate marketing, exploring the intricacies of the best affiliate programs and strategies to maximize returns. Affiliates, also known as partners or publishers, leverage their online presence, audience reach, and marketing expertise to promote products or services on behalf of brands.

Marketing 52

Marketing Education Consulting Consulting 52

Steve DiGioia

MARCH 9, 2020

It’s a tried and true method to improve your customer service. Today’s post will give you 23 service improvement tactics that work. New technology has also allowed for greater efficiency and increased production. Customer Service Improvement Strategies. service improvement plan. customer service consultant.

Advertising 310

Advertising Sales Feedback Consulting 310

CSM Magazine

FEBRUARY 12, 2024

Businesses are continuously on the lookout for innovative approaches to enhance their customer outreach and engagement strategies. This traditional yet robust channel, when implemented with contemporary strategies, has the potential to significantly elevate customer relations and fuel business growth.

Contact center software 52

Contact center software Scripts Contact Center Consulting 52

Call Design

JUNE 29, 2020

Contact centres are the frontline of your customer service operation, which means that your contact centre must be operating at optimum capacity at all times. The management of your contact centre is an essential element to operating successfully and providing your customers with the very best customer service. Find the Right Talent.

Management 202

Management Coaching Consulting Consulting 202

Totango

JANUARY 22, 2024

At the intersection of product, customer, and business insights, CS is uniquely positioned to steer businesses through these changing environments. 2024 will be a pivotal year for business leaders to lean into CS as a core C-suite partner for defining strategy and the path to growth. Retention is the new acquisition.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

Global Response

OCTOBER 6, 2023

In fact, BPO consulting is a key way to add scalability to your business and grow your business quickly. At its core, BPO consultants will help audit your processes and existing systems in order to improve efficiency, productivity and operations. But customer service isn’t the only function of BPO that supports business growth.

Consulting 62

Consulting Consulting Business Process Outsourcing outsourcing 62