Bill Quiseng

JANUARY 3, 2022

Is customer service the frontline? Are we called to duty on the frontline battling customers? So shouldn’t customer service be customer care? We are the Customer CARE team. We listen to our team’s questions, concerns, and complaints with empathy and compassion. Customer service is for a job.

Customer Service 200

Customer Service Customer Loyalty Customer Experience 200

Steven Van Belleghem

JUNE 27, 2023

Stephen Trzeciak and Anthony Mazzarelli, two physician scientists have even been talking about a compassion crisis in healthcare. In fact, 71% of respondents of a 2019 study said they experienced a lack of compassion when speaking with a medical professional, and 73% said they always or often feel rushed by their doctor.

CX 67

CX Healthcare AI Construction 67

Experience Investigators

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction. in both areas.

Customer Experience 94

Customer Experience Net Promoter Score Customer Journey Map CX 94

Bill Quiseng

AUGUST 16, 2023

Express compassion with your recommendations and encouragement. RECOGNIZE and offer accolades for your people’s individual accomplishments and acts of service to colleagues or customers. EMPOWER people to make the right decisions for themselves, their colleagues, customers, and your business.

Healthcare 78

Healthcare 78

Zendesk

APRIL 12, 2022

The real estate industry has changed quite a bit over the last couple of years, and Compass has been at the forefront, using technology to create a platform that is now the top brokerage in the United States for closed sale volume. Funneling customer questions to the right agent. Amy Velligan, director of customer support at Compass.

Real Estate 52

Real Estate CX Scorecard Retail 52

Customer Think

SEPTEMBER 7, 2023

In today’s dynamic business landscape, the significance of customer experience (CX) looms large. Customer experience metrics function as the guiding compass, steering companies toward the right strategies.

Customer Experience 80

Customer Experience CX 80

Execs In The Know

FEBRUARY 12, 2024

In the latest episode of The CX Leadership Exchange , we had the privilege of sitting down with Alvin Stokes, a seasoned leader who has navigated the evolving landscape of customer experience (CX) with grace and authenticity. and enhanced customer understanding techniques to examine your customers’ journey with your brand.

CX 52

CX Innovation Customer Experience Customer Service 52

Experience Investigators

MARCH 5, 2024

Prepare to unlock the secrets of preempting client anxiety with proactive communication, and discover how a Customer Experience Mission Statement can become your North Star, guiding every client interaction to reflect your company’s core values. Then, we switch gears to celebrate the heartening bonds we forge with our clients.

CX 52

CX Customer Journey Map Customer Experience 52

Execs In The Know

NOVEMBER 5, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. Michael Baker.

CX 52

CX Technology Technology Customer Experience 52

Beyond Philosophy

DECEMBER 16, 2023

The Future of Customer Research Teams: Innovating for Success in 2024 and Beyond AI’s enthralling me these days, and it seems the world’s caught in the same spell. One realm set for a profound AI makeover is customer market research—a topic worth diving into since it’s likely on many of your radars too. The upshot?

Innovation 78

Innovation AI Management Consulting Education 78

Inside Customer Service

FEBRUARY 18, 2021

The CEO loses interest and announces a customer experience initiative. Never mind that nobody quite knows where service culture ends and customer experience begins. Your organization can't be customer-focused if your leaders can't focus. How rushing hurts customer-focus My neighbor was in a hurry to get to work one day.

Customer Satisfaction 283

Customer Satisfaction Start-ups Customer Service Customer Experience 283

Inside Customer Service

NOVEMBER 18, 2021

They know I create a lot of content around customer service training, so they ask me for some recommendations. I've also found some helpful blog posts on the REI website, like this one on how to use a compass. I frequently hear from people who are trying to learn new skills. Can I suggest a class, a blog, or a book to help them?

Start-ups 130

Start-ups Sales Customer Service 130

Experience Investigators

DECEMBER 5, 2023

Are you ready to uncover the secret to balancing human touch with the scalability of Artificial Intelligence (AI) in Customer Experience (CX)? The role of consistency, authenticity, and the human-AI equilibrium in building solid customer relationships won’t escape our analysis. Let’s talk!

AI 52

AI Artificial Intelligence CX Customer Relationship 52

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. Experience on the Frontline. For more details, review our privacy policy.

Contact Center 130

Contact Center Technology Technology AI 130

Bill Quiseng

DECEMBER 6, 2023

Ultimately, your employees will exceed customer expectations. Whether it is through recognition programs or your visible management, your employees must sense and believe in your conviction that they are your competitive edge – the reason why customers will return to your business. Don’t just be good. Be GREAT out there!

Social Media 158

Social Media Customer Loyalty Customer Expectations Customer Service 158

1 to 1

NOVEMBER 9, 2023

Customer experience leaders look for employees with emotional intelligence and empathy , traits that work great for helping customers and resolving issues. They will be the first ones frustrated customers talk to when they can’t resolve their issue or don’t know how to navigate an automated system.

CX 26

CX Healthcare AI Customer Experience 26

Dealing With Humans

APRIL 13, 2023

Despite all of these reports, I not only believe there are aspects of customer service AI will not duplicate any time soon, I think there are roles that will never be replaced by a thinking, feeling human. Sure, it can simulate it, but when a customer knows they are not dealing with a real human, will it come across to them as sincere.

AI 52

AI Transportation Customer Service 52

Inside Customer Service

JULY 1, 2021

You have to walk the talk if you want your employees to be customer-focused. 1 Clarify your vision Give employees a customer service vision to follow. This is a shared definition of outstanding customer service that gets everyone on the same page. The customer-focused CEO was big on accountability. The other did not.

Customer Service 208

Customer Service Contact Center 208

ClientSuccess

MARCH 8, 2023

Not just their name – show an understanding and compassion for their specific issue or request. This will make the customer feel valued and show that you take their concerns seriously. Get straight to the point and tell the customer what you do to address their issue.

Sales 79

Sales 79

Shep Hyken

JULY 6, 2021

The Impact of Caring Leadership on Employees and Customers. Top Takeaways: Hire people who assume a leadership position when it comes to taking care of the customer. Even if you’re not a leader, manager, or supervisor, it doesn’t mean you can’t treat the customer as if you are.). Everybody is a customer.

Customer Service 121

Customer Service Customer Experience 121

Win the Customer

DECEMBER 11, 2023

In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. Net Promoter Score (NPS) A fundamental metric, NPS reflects the likelihood of customers recommending your brand to others.

Sentiment Analysis 69

Sentiment Analysis Net Promoter Score Predictive Analytics Customer Experience 69

Inside Customer Service

APRIL 21, 2022

Someone who had never spoken to a customer. Why are customer service scripts a bad idea? That's the feeling customers get when they like and trust you. Customer: "Hi, my name is Alicia. Agent (sticking with the script): "May I please have your customer id number?" Customer: "I've already rebooted my machine."

Customer Service 158

Customer Service Start-ups Customer Experience 158

Inside Customer Service

AUGUST 5, 2021

A customer had called, upset about receiving the wrong item. The customer instantly went from red to green. It's okay," the customer said. Customers calmed down and became more cooperative nearly every time I sincerely apologized. Customers calmed down and became more cooperative nearly every time I sincerely apologized.

Social Media 176

Social Media Customer Service 176

Experience Investigators

FEBRUARY 21, 2023

Finding Empathy In Customer Experience It’s easy to assume that empathy is one of those things…we should all know it, feel it, and share it. So the term empathy gets tossed around a lot in customer experience. But really, it’s about the customer FEELING that empathy. But what do we really know about it?

CX 98

CX Contact Center Healthcare Construction 98

The DiJulius Group

MARCH 13, 2019

Announcing the Speaker Lineup For The 2019 Customer Service Revolution! The two most important words in customer service are empathy and compassion. It is important to train your team members to operate with empathy and compassion throughout every customer interaction. Read Full Article. Read Full Article.

Customer Service 58

Customer Service Customer Experience 58

Fonolo

NOVEMBER 24, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Agents are responding with genuine empathy and care because they’re as worried as customers about this pandemic and its impact on our lives.” COVID-19 Made Customers More Empathetic.

Contact Center 159

Contact Center NPS CX Customer Service 159

Inside Customer Service

MAY 19, 2022

How fatigue affects customer service Fatigue makes customer service difficult. Tired employees find it hard to build rapport with a customer. All that makes it hard to solve customer problems and retain their business, which is the primary job of most customer service teams. Listening skills become degraded.

Social Media 130

Social Media Start-ups Customer Service 130

Win the Customer

SEPTEMBER 8, 2023

In the dynamic world of startups, where every decision can make or break a company’s future, customer experience (CX) stands out as a critical factor for success. It’s not just about having a great product or service; it’s about how you make your customers feel when they interact with your brand.

CX 59

CX Social Media Touchpoint Customer Acquisition 59

Inside Customer Service

JUNE 17, 2021

These questions came up a lot while I was doing research for The Service Culture Handbook and The Guaranteed Customer Experience. Here's an explanation of the three concepts along how other statements fit in, like your customer service vision or brand promise. Customer-driven. Compassion. Design is not a luxury.

Transportation 147

Transportation Legal Customer Service Technology 147

Help Scout

JUNE 17, 2021

We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading. To wow your customers and drive loyalty, you need to represent both stability and those moments of amazement. They aren’t the typical conditions under which the company does business.

Customer Experience 120

Customer Experience Hospitality Hospitality Start-ups 120

Inside Customer Service

SEPTEMBER 22, 2022

Customer service is hard. A vision acts as a compass to always point me in the right direction and get me back on course when I start to lose focus. Think of it as your overall intent when serving a customer. The goal is to receive that same feedback from a real customer. Multiple customers vie for your attention.

Customer Service 130

Customer Service Start-ups Customer Relationship Management Gaming 130

Helpt

FEBRUARY 2, 2024

You had some issue with a product, you picked up the phone and dialed the customer support line, you explained your situation to the first agent, they didn’t know the answer so they sent you to another agent, you explain the situation again, rinse and repeat until eventually, someone gives you answer.

Customer Satisfaction 97

Customer Satisfaction Actionable Insights Customer Retention Customer Experience 97

Fonolo

JANUARY 7, 2021

Customer perception of service is a key component of customer perception. How well you service and support your customers will distinctly impact how your customers feel about your brand, product, or service. How to Improve Customer Perception of Your Brand. Customer Perception of Service vs. Customer Perceptions.

Customer Expectations 171

Customer Expectations Customer Satisfaction Contact Center CX 171

Fonolo

MAY 20, 2021

It’s easy to feel nervous after hearing that — nobody wants to deal with angry customers! An escalation request also often means that a customer feels dissatisfied with your service, which can feel discouraging. The Contact Center Playbook for Improving Customer Satisfaction. Customer dissatisfaction with a product or service.

Contact Center 148

Contact Center Customer Satisfaction Customer Service Technology 148

Fonolo

OCTOBER 26, 2022

When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction scores ? Impeccable customer service and experience? To get a real sense of how things are going, don’t just look at your customers; look at your agents. If they’re motivated, your customers will likely feel satisfied.

Contact Center 142

Contact Center Education Start-ups Customer Satisfaction 142

ClientSuccess

FEBRUARY 14, 2023

Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. Customers want to feel heard, understood, and supported – and empathy helps customer service teams meet those needs. What is empathy?

Customer Journey Map 80

Customer Journey Map Construction Customer Relationship Customer Loyalty 80

Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

Voice of the Customer 169

Voice of the Customer VOC Social Media NPS 169