Myra Golden Media

APRIL 26, 2018

Last week I facilitated a team building workshop for one of my favorite clients. Typically, I only deliver training on customer service, but my client had a special request. So I designed a unique Team-building Customer Service event built around a 12-foot pole. When tempers began to flare, I stopped the activity.

Customer Service 189

Customer Service Personalization Customer Experience 189

ShepHyken

SEPTEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger.

Journey mapping 305

Journey mapping Customer Service Contact Center Airlines 305

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). If you’re reading this blog post, you are probably one of them.

Feedback 83

Feedback Consulting Consulting Enterprise 83

TeleDirect

DECEMBER 14, 2023

There was a time when outbound call centers consisted of a person calling phone number after phone number in search of that one lead. It was a time-consuming process that didn’t always achieve the optimum ROI. Fortunately, times have significantly changed. TeleDirect is committed to your success.

Business Process Outsourcing 62

Business Process Outsourcing Telemarketing Call Center Best practices 62

ShepHyken

APRIL 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller.

Customer Service 163

Customer Service Consulting Consulting B2C 163

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Then, you implement it.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

Customer Service Life

NOVEMBER 10, 2022

A customer contacts us with an apparent product issue. Before reporting to engineering we get a sense of how many customers are impacted by the issue. Before reporting to engineering we get a sense of how many customers are impacted by the issue. Is this a one-off or a system-wide problem?

Contact Center 130

Contact Center Engineering Average Handle Time Analytics 130

Fonolo

MARCH 19, 2020

We are living in a strange time. Almost every aspect of our lives has changed since Spanish Flu decimated the world’s population 100 years ago, but it’s at times such as these that humans typically revert to the same patterns. Yes, TP hoarders, I’m looking at you.

Contact Center 91

Contact Center Airlines Call Center Banking 91

ChurnZero

AUGUST 6, 2021

Ranked as one of the top emerging jobs by LinkedIn , you’ll find no shortage of Customer Success careers across SaaS and other markets. Demand for this role only continues to climb as Customer Success becomes an indispensable part of how organizations retain and expand recurring revenue. . Take Charge of Your Professional Development.

SaaS 98

SaaS Personalization Accountability Education 98

CSM Magazine

JANUARY 24, 2019

When you have an enraged customer on the phone or in front of you, nothing threads the needle like mirroring the customer’s words. Copying the customer’s angry expressions makes the customer feel heard and understood. Mirror the customer’s last three words. Customer: “Yes.

Consulting 68

Consulting Consulting Customer Service Customer Experience 68

ChurnZero

APRIL 1, 2022

Have you ever achieved the career growth you’ve always longed for, only to be attacked by an inner critic who says you’re not capable and it’s only a matter of time until you’re found out? When the time came, she was offered the position and accepted. You’ve never done Customer Success before. Wait…what???

Journey mapping 98

Journey mapping Coaching Morale Feedback 98

aircall

JUNE 11, 2021

Voice communication is a powerful tool for persuading and influencing small business customers. Today, customers generally prefer to do business over the phone or via digital means rather than take time out of their day to visit your business office. Why Voice Communication Is Important.

voip 62

voip APIs Call Center Telecommunications 62

ChurnZero

NOVEMBER 18, 2021

Customer education is why I live in a jungle. The clay pebbles absorb the water, and the plant roots essentially feed themselves when they’re thirsty. The clay pebbles absorb the water, and the plant roots essentially feed themselves when they’re thirsty. So, how does this relate to customer education?

Education 98

Education SaaS Real estate Self service 98

Horizon CX

APRIL 3, 2023

You know you’re in for a lame and frustrating customer service experience when the recorded voice says to you, “Please listen carefully as many of our options have changed.” How often have you heard that phrase from the same business you happen to call many times over?

Contact Center 52

Contact Center Entertainment call center workforce Call Center 52

Interactions

SEPTEMBER 8, 2023

Getting stuck in a loop or being misunderstood by an automated customer care system brings out the worst in humanity. If recordings were published, your grandmother would surely blush! Thankfully, customer service tools have advanced in recent years, and AI is accelerating the change. We play nice with others. Guess what?

Customer Service 62

Customer Service Self service Contact Center Banking 62

Satrix Solutions

JUNE 10, 2020

As customer experience consultants for B2B companies, we’ve heard from many business leaders who have struggled to get customers to respond to their survey requests. After all, how can you create the experiences which will establish advocates for your products and services if you don’t have feedback from your customers?

Surveys 78

Surveys Feedback SaaS B2B 78

Lumoa

JUNE 2, 2022

There is no doubt that customer feedback is one of the most valuable resources that companies have available. When used properly, reviews and other types of feedback allow enterprises to develop engaging marketing campaigns , design better products, and make strategic decisions based on what customers expect from their products and services.

Feedback 83

Feedback Best practices Surveys Enterprise 83

Russel Lolacher

NOVEMBER 28, 2022

A few reasons why he is awesome – He’s a speaker and writer on engagement, and the Police Chief of the Mountain View Police Department, rising through their ranks over the last 20 years. What to put in your communications that will resonate with staff. . How to connect when titles and hierarchy can get in the waym.

Government 98

Government Employee engagement Management Personalization 98

Horizon CX

MARCH 19, 2022

So, what exactly is AI and how are organizations applying it, and most importantly, how does it either enrich or diminish the Customer Experience? As consumers, we encounter AI in many forms and most notably whenever we need to call a customer support line for information or to resolve an issue.

Surveys 52

Surveys Interactive Voice Response Average Handle Time Wait times 52

Interactions

DECEMBER 3, 2020

Imagine this: a potential customer calls your brand because they are interested in purchasing your product or service, but is having trouble navigating the website. Depending on the technology that you deploy, that potential customer may have to shuffle through menu options, or worse, wait in a virtual queue.

Interactive Voice Response 62

Interactive Voice Response Chatbots Self service Technology 62

Quiq

JUNE 30, 2022

Share This Story When was the last time you heard a story about exceptional customer service? Or an innovative way a company figured out how to meet customer needs? You know the kind: An observant hotel employee rescues a beloved stuffed animal. After all, you can’t read minds.

Interactive Voice Response 62

Interactive Voice Response Chatbots Customer Service Surveys 62

Monet Software

NOVEMBER 11, 2020

Do you feel it spreading through your contact center workforce? If you’re seeing symptoms of burnout in your SMB contact center, or in online interactions with certain remote agents, it’s time to do something about it. It develops silently over time. Declining customer satisfaction ratings and other metrics.

Morale 100

Morale Agent burnout Contact Center Coaching 100

Nicereply

MAY 29, 2023

Boost customer satisfaction with our 42 expert-crafted live chat scripts. Enhance your team’s service performance today! Given the choice, your customers would choose your live chat option 100% of the time. Live chat support is just so convenient for customers. Okay, okay, maybe I’m projecting.

Scripts 52

Scripts Customer Service Feedback Personalization 52

Nicereply

NOVEMBER 23, 2023

Customer satisfaction is at the heart of successful Customer Experience (CX). Meeting these demands isn’t just a strategy; it’s essential for building trust and growing your brand. But staying focused on customer satisfaction can be tough with so many daily tasks and goals. Quotes can be powerful reminders.

SaaS 59

SaaS Feedback Brand ambassadors B2B 59

Education Services Group

SEPTEMBER 23, 2022

Anita Toth joined Marley Wagner for Customer Success Unlocked to dive into the many layers of a comprehensive Voice of the Customer program and answered some intriguing questions from the audience. Q: How do you navigate participation bias in customer feedback? . Your participants, you want to choose wisely.

Customer retention 52

Customer retention Surveys Feedback Personalization 52

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. Have you ever wondered what your investors are looking for in board meetings? Are you facing a project like a merger or acquisition that requires you to work with new investors or existing investors in a new capacity?

Metrics 98

Metrics Consulting Consulting Best practices 98

The Petrova Experience

FEBRUARY 20, 2024

Last year even we at The Petrova Experience cautioned against artificial intelligence without regulation and shared our thoughts on guiding principles that keep humanity at the center of this innovation. As such, they can transform the ways we work, the scope of jobs we do, and the manner in which we serve customers.

Calibration 52

Calibration Chatbots Transportation Technology 52

Callminer

APRIL 23, 2019

To ensure the quality of customer service. A representative of the company changes or covers the audio when a CV2 number has been mentioned. With the advancements of computer technology, software solutions are available to automatically pause recordings when private information is shared during calls.

Best practices 159

Best practices Call Center Banking Contact Center 159

NICE inContact

JULY 31, 2019

We’ve heard lots about how Artificial Intelligence (AI) is redefining customer service — and it really hit home for me last week while I was out enjoying dinner and a show with my mother. We’d just shuffled into the theatre, when I realized that my ATM card was missing. Maybe I left it in the restaurant?

Customer Experience 56

Customer Experience Banking Interactive Voice Response Contact Center 56

Spearline

OCTOBER 12, 2021

Be sure to subscribe for future episodes of the Spearline podcast and you can also listen to the podcast on Spotify , Apple Podcasts and all your favourite podcast platforms! Transcript of Podcast : Josh O’ Farrell: Andy, thank you very much for coming on. Then from that point in time, I came interested in fraud.

Advertising 103

Advertising Banking Wireless Marketing 103

Quiq

JUNE 30, 2022

When was the last time you heard a story about exceptional customer service? Or an innovative way a company figured out how to meet customer needs? You know the kind: An observant hotel employee rescues a beloved stuffed animal. Sometimes merely meeting customer needs is a struggle.

Interactive Voice Response 52

Interactive Voice Response Chatbots Customer Service Surveys 52

aircall

JANUARY 22, 2021

Great problem-solving skills and a little empathy in customer service go a long way toward turning frustrated customers into loyal customers and brand advocates. Customer support representatives expect to get a large number of calls from upset customers. The Role of Empathy in Customer Service.

Customer Support 62

Customer Support Call Center Wait times Best practices 62

Uniphore

NOVEMBER 2, 2021

Today, the most successful businesses are the ones that have the best and most effective conversations with their customers, partners and employees. The average person has 27 P2P conversations every day, lasting 10 minutes each. In fact, bad customer service impacts customer retention more than good customer service.

Enterprise 40

Enterprise B2B Sales Customer retention 40

The Petrova Experience

JULY 20, 2023

If you are a hospitality industry leader, or a leader in another business sector who has been reading about the industry, you have encountered some grim statistics. But to develop new methods of building dedicated, driven hospitality teams that are stronger for having overcome the challenges of the last three years. It is true.

Customer centricity 40

Customer centricity Employee engagement Engineering Management 40

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. Armed with those insights and learnings, you should be able to get started on — or refine — your own customer service program to start delivering consistently exceptional support.

Customer Service 127

Customer Service outsourcing Chief Customer Officer Self service 127

ChurnZero

FEBRUARY 16, 2023

As a CSM, you think about customers—their wants, needs, feelings, and concerns—all day long. But constantly serving others can take a toll if you don’t take time to check in with yourself and recharge. I hope they help you cut some undue stress from your workday and give you the confidence to stay calm under pressure.

Construction 52

Construction SaaS Feedback Personalization 52

ChurnZero

FEBRUARY 16, 2023

As a CSM, you think about customers—their wants, needs, feelings, and concerns—all day long. But constantly serving others can take a toll if you don’t take time to check in with yourself and recharge. I hope they help you cut some undue stress from your workday and give you the confidence to stay calm under pressure.

Construction 52

Construction SaaS Feedback Personalization 52