Beyond Philosophy

APRIL 11, 2024

Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. But how should you do it, and why is it important?

Customer emotions 195

Customer emotions Marketing Personalization Sales 195

ShepHyken

DECEMBER 18, 2023

This consistency in communication and empowerment fosters a workplace that is service-aware and dedicated to delivering outstanding customer experiences. In most organizations, there is a gap between CEOs’ perceptions of being customer-centric and customers’ actual experiences.

Customer centricity 219

Customer centricity Feedback Customer Experience Customer Service 219

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue.

Customer Service 174

Customer Service Advertising B2C Big data 174

Beyond Philosophy

APRIL 18, 2024

So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out. So, even though I know I can get the lure cheaper somewhere else, I appreciate the personalized service and I buy all my fishing gear there.

Personalization 195

Personalization Advertising Technology Marketing 195

ShepHyken

JULY 19, 2022

Employing Brand Advocates to Improve Customer Experience. Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. They have the knowledge and passion for the brand that can be turned into a skill to help other customers.

Contact Center 314

Contact Center Customer Support Customer Service Customer Experience 314

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

Customer Service 168

Customer Service Customer retention SaaS Best practices 168

ShepHyken

AUGUST 17, 2021

The Uncommon Soft Skills That Make Up the Best Customer Service Representative. They discuss the three most uncommon soft skills that make up the best customer service reps: Creativity, Coordinating with others, and Cognitive Flexibility. – Coordinating with others is important.

virtual call center 253

virtual call center Call Center Enterprise Customer Care 253

Steve DiGioia

MARCH 20, 2023

“So, you’re telling me that THIS customer is more important than all the rest?” Read 3 Reasons Why Successful Teams Earn Your Trust. Each sales manager would touch on the key points of their customer’s requests, and I would explain the operational procedures on how we plan on servicing the event.

Sales 182

Sales Management Customer Service 182

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Customer Service 156

Customer Service Chatbots Customer Experience Contact Center 156

ShepHyken

FEBRUARY 13, 2023

Top Takeaways: The customer journey is like a romantic relationship. When your prospect becomes a customer, you move them into the “marriage” stage, which is non-tactical and requires a different set of skills to maintain. Customer service must be built into every aspect of the journey. It is tactical and fun.

Customer retention 156

Customer retention Sales Customer Service Marketing 156

ShepHyken

JULY 29, 2019

Each week I read a number of customer service and customer experience articles from various resources. Your company has a vision: Why can’t everyone see it? My Comment: Vision statements are important. If the statement doesn’t focus on customers, that’s fine. Then have a customer service vision statement.

Customer Service 297

Customer Service Enterprise Analytics Customer Experience 297

ShepHyken

JUNE 11, 2023

Each week, I read many customer service and customer experience articles from various resources. B2B Customer Experience Examples: Think Like A B2C by Dan Gingiss (Dan Gingiss) While B2B businesses are technically providing products and services to companies, they are selling to individual buyers who are consumers.

B2B 156

B2B Customer Service B2C Advertising 156

Steve DiGioia

MAY 1, 2023

It’s the age-old mantra: “ Provide great service and customers will come.” In this article, we’ll explore why relying solely on great service is actually a trap that could lead to the downfall of your business. This means that providing great service is no longer a unique selling point.

Customer Service 162

Customer Service Marketing Personalization Management 162

ShepHyken

MAY 20, 2022

This week, we feature an article by Simona Benetinová, content manager at Nicereply , a company that helps organizations, of all sizes, provide outstanding customer service. She writes about customer loyalty and why your team should care about your brand’s Net Promoter Score. What is customer loyalty?

Customer Service 180

Customer Service Best practices Surveys Feedback 180

ShepHyken

OCTOBER 6, 2021

That made me start thinking about the best ways to begin a conversation with a complaining or upset customer. Of course, there may be a few pleasantries to welcome a customer into the conversation. Then, what is said next is what’s important. So, here are a few lines that customers love to hear. I’m glad you called.

Complaint resolution 410

Complaint resolution Customer Service Customer retention 410

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. On the other hand, the CCO focuses on what happens after the sale, overseeing onboarding, customer support, driving retention, and minimizing churn.

Chief Customer Officer 92

Chief Customer Officer Customer centricity Metrics CRM 92

Integrity Solutions

APRIL 19, 2024

Mastering the human side of selling is key to sales success, but what does phrase that mean exactly? It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us.

Personalization 107

Personalization Sales Scripts Contact Center 107

CSM Magazine

MARCH 26, 2024

Building strong rapport with customers is crucial for any business, as it promotes loyalty and satisfaction, and can be a differentiating factor in today’s competitive market. An example of a company known for having excellent rapport with its customers is Apple. Can you tell me more about how this has impacted you?”

Customer Service 116

Customer Service Personalization Marketing 116

TechSee

MAY 9, 2024

As customer expectations continue to evolve, businesses are increasingly turning to Artificial Intelligence (AI) to enhance Customer Experience (CX). However, as with any technology, the integration of AI into customer support processes raises important questions about safeguarding CX. Why Use AI for CX?

Contact Center 109

Contact Center Technology Consulting Consulting 109

Eptica

AUGUST 4, 2022

Author: Pauline Ashenden - Demand Generation Manager A lot has been said about the importance of digital transformation in business today, including in customer experience. In our latest blog we describe how you can increase your chances of a digital CX success by following a structured process that focuses on four key considerations.

Best practices 148

Best practices B2B Management Customer Experience 148

Bill Quiseng

DECEMBER 6, 2023

ASSETS Your employees are not your most important assets. FIND KEEP Your business success is not dependent on how many candidates you find. Ultimately, your employees will exceed customer expectations. HEARTS If you want to win the hearts of your customers, you, first, must win the hearts of your employees.

Employee engagement 158

Employee engagement Management Personalization Customer Service 158

CSM Magazine

FEBRUARY 6, 2024

AI-powered chatbots have made significant progress in customer service over the years. Although digital customer service solutions can be quick and efficient, they often offer generic and automated responses that are not personalised to individual customers.

Customer Service 98

Customer Service Chatbots Technology Sales 98

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Enterprise 104

Enterprise Best practices Marketing Sales 104

Fonolo

MARCH 16, 2023

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. I think the more companies focus on customer care analytics over marketing analytics, the better. FACT: KPIs change, but one thing stays the same: customers hate hold time.

Contact Center 151

Contact Center Average Handle Time First call resolution Metrics 151

CSM Magazine

MAY 10, 2024

Keeping new customers from leaving too soon is no small feat. When customers jump ship soon after signing up, it hits a business where it hurts the most – its future growth and earnings. Digging into why customers leave early and coming up with smart plans to keep them can really turn your customer retention numbers around.

Analytics 52

Analytics Feedback Customer retention Personalization 52

TeleDirect

MAY 6, 2024

Your friends at TeleDirect have all the information you need for success. These are platforms where a business can direct all of its customer communication. It provides an efficient and knowledgeable source for customers to contact when they run into a question or concern. Get started today! What is an Outbound Call Center?

Call Center 62

Call Center outsourcing Contact Center Customer retention 62

CSM Magazine

JANUARY 30, 2024

Spotting Customer-Centric Companies I. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. Recognizing the pivotal role customer service plays in this quest is the first step towards a more rewarding consumer journey.

Customer centricity 111

Customer centricity Benchmark Personalization Feedback 111

TeleDirect

MAY 6, 2024

Our contact center services eliminate phone-related stress, save you time, and provide the relief your business needs. Professional call center services & contact center services When business comes calling, who’s there on the other end of the line? Customer service is the cornerstone of every successful operation.

Call Center 62

Call Center Contact Center Real estate outsourcing 62

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Automotive 100

Automotive Journey mapping Self service Sales 100

CSM Magazine

APRIL 24, 2024

Regardless of the product or service a company provides, its emotional connection with customers is truly important, since it gives the impression that your business has a face and nature, and it cares for people, being determined to create value for them.

Customer Service 52

Customer Service Chatbots CRM Customer Support 52

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Wait times 93

Wait times Feedback CRM Surveys 93

ChurnZero

SEPTEMBER 23, 2022

Searches for customer retention peaked in early 2022. . Searches for customer churn neared their all-time high around the same period. . Companies couldn’t rest on their laurels; it was hold onto their customers or float into the abyss. . Searches for Customer Success and customer experience lagged a bit, peaking only recently.

Education 98

Education Customer centricity SaaS Customer retention 98

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Still have questions about call center training?

Call Center 141

Call Center Contact Center Coaching Gamification 141