Fonolo

FEBRUARY 7, 2023

A commitment to care for your personal well-being is above and beyond the customer service you might usually expect from a financial institution. But for almost 100 years, Hawaii State Federal Credit Union has been guided by this founding principal as they do business with – and care for – their 120,000 members.

Customer Service 140

Customer Service Innovation Customer Satisfaction Technology 140

Intercom, Inc.

JANUARY 13, 2021

Our mission at Intercom is to “make internet business personal” – to enable online businesses to foster the same sort of relationships with their customers as “brick-and-mortar” businesses. . This meant that businesses were facing a difficult choice , particularly as they scaled. The meaning of conversational.

Technology 243

Technology Technology Customer Experience 243

Beyond Philosophy

DECEMBER 29, 2023

It’s the most wonderful time of the year, and time for one of our favorite traditions: looking back on what we learned. Sometimes what we learned was personal, but it has implications for the business world. The same principle of gradual improvement through diligent effort holds true for Customer Experiences.

Customer-Centric Organization 89

Customer-Centric Organization Management Consulting Education AI 89

Intercom, Inc.

FEBRUARY 11, 2020

Deep down we know that the business doesn’t really miss us. The business doesn’t know our sparkling personality or understand our unique contribution to the community – the business just misses our money. Everyone on your mailing list initially came to your business for some reason. Proactively monitor usage and value.

Scorecard 282

Scorecard B2B Business Growth Customer Relationship 282

Intercom, Inc.

JULY 29, 2021

We recently sat down with Mark to chat about onboarding in a hypergrowth environment, how that strategy played as the pandemic unfolded, and why taking care of your team is actually the best way to take great care of your customers. And so, Mark Rudden and his team had to figure it all out by themselves. Onboarding, but make it remote.

Sales 223

Sales Start-ups Engineering Finance 223

Fonolo

FEBRUARY 14, 2023

By automating these simple tasks, you can lighten the load for your call center employees so they can focus on tackling more complex issues, like customer care. Improve customer satisfaction With the right automation tools in place, improved customer satisfaction is sure to follow. Still unsure where to go from here?

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

Shep Hyken

AUGUST 11, 2021

“We love our customers, and they obviously love us. They keep coming back, again and again!” . And, if that is the case with your organization, let me ask you this question: Do you know why they are coming back? . Not to be a “downer,” but we shouldn’t confuse a repeat customer with a loyal customer.

Customer Loyalty 145

Customer Loyalty Retail Customer Service 145

Fonolo

OCTOBER 19, 2023

You may have wondered where those SLAs came from and if they are right for your business. Contact center managers know that SLAs are essential for defining and measuring success for their businesses. A rigid timeframe for all customers doesn’t make sense – especially without data to back it up. Those are good questions!

Contact Center 81

Contact Center Social Media Construction AI 81

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Customer empathy is at the heart of Lush’s approach to building trust with its customers.

Customer Experience 169

Customer Experience Social Media Manufacturing Gaming 169

Zendesk

FEBRUARY 7, 2024

What are customer win-back campaigns? Customer win-back campaigns are marketing efforts designed to reengage inactive or churned customers. Businesses typically execute these campaigns through email, although they can also use other channels like messaging and direct mail.

E-commerce 52

E-commerce Start-ups Omnichannel CX 52

Fonolo

NOVEMBER 19, 2020

As the contact center continues to evolve rapidly, it’s important to take a step back and evaluate the big picture periodically. Just under 50% of respondents indicated they currently use some form of call-back solution in their enterprise contact centers, with UK businesses leading the charge. Happier customers.

Contact Center 162

Contact Center E-commerce Hospitality Hospitality 162

Fonolo

SEPTEMBER 5, 2018

While we’re not all Eternia-born superheroes like him, per se, as mere mortals we can still aim to be the masters of our own universes (contact center universes, if we’re being specific here) and harness the unshakable power to satisfy our customers. This in turn will generate more positive aftereffects than you might initially think.

Contact Center 240

Contact Center Social Media Technology Technology 240

Fonolo

JUNE 22, 2023

Visual IVR – now known as Fonolo’s Web Call-Backs – was one of the first self-service technologies to have a hugely positive impact on the customer experience. The original interactive voice response system (IVR) might be better known to customers as a phone menu. Today, this product is known as Fonolo Web Call-Backs.

Contact Center 91

Contact Center Technology Technology Customer Satisfaction 91

Fonolo

JUNE 3, 2021

as modern customer expectations evolve, businesses must change their service approaches accordingly. That’s where call-back technology comes in. Are You Losing Customers to Hold Time? Are You Losing Customers to Hold Time? Call-backs work with any call center platform. Call-back technology is totally secure.

Technology 136

Technology Technology Contact Center Customer Satisfaction 136

Fonolo

AUGUST 22, 2023

Call-backs are a game-changer for contact centers dealing with an influx of inbound calls. Well, if you work in the contact center space, you may be familiar with using call-backs to offer customers an alternative to hold time. Call-backs leave customers feeling satisfied and relieved, and agents feel significantly less stress.

Contact Center 67

Contact Center Sales Gaming Customer Service 67

Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Customers want to feel seen. And they’ll reward businesses who invest in hyper-personalized service with their loyalty.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Bill Quiseng

DECEMBER 13, 2021

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. What’s better than gaining a new customer? Why Does Customer Service Impact Retention?

Customer Retention 173

Customer Retention Customer Service B2C Customer Loyalty 173

Fonolo

JULY 20, 2023

Call-backs are an excellent tool that can benefit both customers and businesses – when they’re designed and implemented correctly. It’s important to understand that call-back products using algorithms and estimated wait times often come up short, leaving customers waiting on hold a second time.

Contact Center 67

Contact Center Technology Technology Customer Satisfaction 67

Beyond Philosophy

MARCH 7, 2024

Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it. She asked the right blokes about this one. However, the opposite is also true.

Construction 78

Construction Finance Customer Experience Management Retail 78

Fonolo

FEBRUARY 14, 2023

Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! Call centers must deliver consistent, accurate information, and automation can help meet this goal while improving the customer experience and reducing agent stress.

Contact Center 135

Contact Center Artificial Intelligence AI Machine Learning 135

Fonolo

AUGUST 11, 2022

Virtual call-backs have singlehandedly revolutionized the call center customer experience over the last few years. You might be reading this and thinking about the type of call-backs that happen in the film industry where casting directors search for the perfect actor to fill a role. What are Virtual Call-Backs?

Contact Center 87

Contact Center Technology Technology Customer Loyalty 87

Bill Quiseng

NOVEMBER 6, 2021

When you are working in customer service, you have been happy that your customers leave satisfied. The good news is that your satisfied customers didn’t complain. The good news is that your satisfied customers didn’t complain. But the bad news is that your customers also didn’t rave about you to others.

Customer Service 174

Customer Service Customer Experience 174

Fonolo

SEPTEMBER 7, 2021

When customers call your customer service line, greeting them with a friendly and easy-to-navigate interactive voice response system is a standard in call center software. It’s also a chance to set the bar for overall customer satisfaction. The Contact Center Playbook for Improving Customer Satisfaction.

Contact Center 158

Contact Center Customer Satisfaction Customer Service Customer Experience 158

Steven Van Belleghem

SEPTEMBER 24, 2023

Customer anthropology I had to think back to that story, when I recently learned that Brian Chesky, the CEO of Airbnb does something very similar, trying to understand the customer by going into the field and “becoming” the customer. He performed some kind of radical customer anthropology.

Customer Experience 109

Customer Experience 109

Shep Hyken

AUGUST 24, 2022

Think of the brands or companies you enjoy doing business with the most. What is it that makes you want to come back? They have great customer service. . They provide a great overall customer experience. . They always get back to you and are quick to respond. . Here are a few possible reasons: .

Customer Service 119

Customer Service Customer Experience Customer Loyalty 119

DMG Consulting

MARCH 27, 2024

In some instances, virtual currency is being used to incentivize agents to meet business needs, a welcome improvement from past practices that forced employees into working undesirable hours. “The The pace of innovation in the WFM market is rapid and picking up momentum as this IT sector’s size and opportunity grows.

Contact Center 59

Contact Center Artificial Intelligence Innovation AI 59

Beyond Philosophy

MAY 7, 2021

I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business. Understand what your customers want from your experience: Customers have goals, too.

Customer Experience 178

Customer Experience Start-ups Customer Relationship Management Customer Relationship 178

Fonolo

JANUARY 19, 2021

The difference between a ‘ call-back ’ and a ‘ virtual queue ’ is subtle in definition but significant in outcomes. Many contact center managers have been distraught to find that what they needed was a call-back, but what they got was a virtual queue. What is a call-back? Customer-First Virtual Queuing.

Contact Center 147

Contact Center Customer Satisfaction Technology Technology 147

The DiJulius Group

FEBRUARY 28, 2024

Imagine the shock when we discover that the quiet powerhouse of customer retention could eclipse the flash of traditional advertising in driving business success. We contrast the. We contrast the. Read Full Article The post 145: A Woman’s Rise to the Top Using Smarts, Heart, and Courage appeared first on The DiJulius Group.

Customer Retention 64

Customer Retention Customer Service Customer Experience 64

Beyond Philosophy

SEPTEMBER 23, 2021

We all want customers that return and buy more for us. Returning customers often buy more than new customers and require fewer resources to attract. So, how do you get customers to come back? . Still, the most significant one to them was whether the customers came back again.

Net Promoter Score 109

Net Promoter Score E-commerce Customer Loyalty Customer Satisfaction 109

Shep Hyken

DECEMBER 28, 2022

Instead, I like setting and resetting my goals for the year, and in my world, those goals focus on delivering an amazing customer service experience. Here are 23 ways to help you and your teams provide an amazing customer experience in 2023. . Customers want to work with people who “know their stuff.” . They are people. .

Customer Service 119

Customer Service Sales Customer Experience 119

Fonolo

SEPTEMBER 14, 2021

Your call center’s customer service strategy dictates customer loyalty, agent satisfaction, and company growth. No matter what product or service you offer, your approach needs to be nothing short of “customer-obsessed.”. READ THE FULL GUIDE: Creating a Customer Service Strategy That Drives Business Growth.

Customer Service 142

Customer Service Business Growth Customer Feedback Customer Satisfaction 142

Shep Hyken

MARCH 16, 2022

Let’s go back to physics class for just a moment. Not only does this happen in physics, but it also happens in business, specifically when there is bad customer service or a bad customer experience (CX). So, with that, I bring you Shep’s Law of Customer Service , which is: . They don’t come back.? .

Customer Service 104

Customer Service CX Customer Experience Customer Loyalty 104

Fonolo

AUGUST 29, 2023

Call centers are at the heart of modern customer service and that makes active listening an indispensable CX tool. As call center managers, you have the power to train and encourage your agents to become active listening experts; enhancing customer satisfaction and loyalty. Bonus: It makes your agents’ jobs more interesting , too.

Contact Center 67

Contact Center Construction Customer Satisfaction Start-ups 67

The DiJulius Group

JULY 14, 2023

As we know, when it comes to purchasing products and services, today’s customer is no longer willing to sit back and accept anything even close to mediocrity. Consumers take their interactions with businesses seriously, with clear visions–and strong expectations–­for customer.

Innovation 96

Innovation Technology Technology Customer Service 96

Beyond Philosophy

MARCH 15, 2024

You will have a customer crisis. We apologize for being so direct, but the fact is customer crises are inevitable. Most think a customer crisis isn’t going to happen to them or that they will be able to manage it when it does with their business-as-usual approach. Do you have a comprehensive approach? We doubt it.

Start-ups 89

Start-ups Customer Relationship Customer Service Customer Experience 89