Inside Customer Service

AUGUST 25, 2022

The best customer-focused mission statements share three characteristics : Simple and easy to understand. The best customer-focused mission statements share three characteristics : Simple and easy to understand. Focused on customers. It's hard for an entire organization to create a service culture if the CEO doesn't support it.

Innovation 169

Innovation Customer Service 169

Uniphore

JANUARY 13, 2022

Being an early riser, some of my best and most creative thinking occurs before I even get to work! AD: In a rapid growth phase, it [is important] to balance the needs of delivering on core business objectives (products, technology, selling, deployment, servicing, etc., Uniphore: How do you start your day? At around 6 a.m.

AI 246

AI Start-ups Technology Technology 246

Intercom, Inc.

FEBRUARY 9, 2021

It’s no secret that when it comes to support, customer expectations are higher than ever before – but how are support leaders and teams adapting to these increased demands? Nearly two-thirds (58%) would sever their relationship with a business due to poor customer service.

Customer Expectations 222

Customer Expectations Touchpoint Start-ups Customer Satisfaction 222

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). More than 80% of business leaders see customer experience as a growing priority in 2024.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. At the intersection of product, customer, and business insights, CS is uniquely positioned to steer businesses through these changing environments. Most expect to see CS emerging as a growth engine.

AI 94

AI Engineering Business Growth Customer Acquisition 94

Inside Customer Service

DECEMBER 8, 2022

Where did you learn your customer service skills? You might even remember specific customer interactions that taught valuable lessons. Yet those lessons often didn't sink in until you tried them out with a customer. Many of my customer service skills can be traced directly to customer interactions.

Start-ups 223

Start-ups Retail Customer Service 223

Uniphore

DECEMBER 7, 2021

This holiday season looks to be a record-breaking one, coming on the heels of yet another wave of pandemic disruption. Customers may still flock to big online retailers and avoid brick-and-mortar establishments. customer service to adapt. However, obstacles still loom. supply chain isn’t smoothing out.

Retail 130

Retail CX Omnichannel Artificial Intelligence 130

Experience Investigators

NOVEMBER 16, 2021

A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or chatbots, and how to report on the feedback once it’s gathered.

Customer Feedback 133

Customer Feedback Net Promoter Score Close the Loop Customer Journey Map 133

Customer Service Life

DECEMBER 4, 2023

Image by Gerd Altmann from Pixabay Nothing can derail a perfect day in the contact center like a public comment from a customer calling your company out for a feature or service that you lack or something you failed to do. Here’s what the customer said: Having a customer service number to contact you would be nice.

Contact Center 100

Contact Center Customer Service Customer Experience 100

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.” . Be available.

Customer Service 119

Customer Service Sales Customer Experience 119

Intercom, Inc.

JULY 2, 2020

If you can maximize your team’s productivity, you can help more customers at lower costs. And it makes sense: in order to be around to support your customers well into the future, you need a solid foundation for scale. . In her own words , “When you take care of your customers, the revenue comes.”

Construction 253

Construction Start-ups Business Growth Customer Loyalty 253

Shep Hyken

AUGUST 13, 2021

This week we feature an article by David Tattersall, Head of Client Relations at Handpicked Accountants , an online network housing the best-performing accountants across the UK. He writes about how successful, global brands use social media to deliver outstanding customer service experiences. KFC – #KFCCrisis.

Social Media 129

Social Media Customer Experience Non-Profits Omnichannel 129

Experience Investigators

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. That’s right.

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136

Intercom

JANUARY 11, 2024

A profound transformation is underway in customer service. Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less.

Customer Service 86

Customer Service CX AI Start-ups 86

Experience Investigators

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. A Customer Experience Charter can answer that question. A Customer Experience Charter can answer that question. What is a Customer Experience Charter? Who should be on your cross-functional CX team?

CX 130

CX Net Promoter Score Government NPS 130

Zendesk

JANUARY 18, 2024

As we continue to learn more about the impact of AI , businesses must keep transparency in AI top of mind, especially when it comes to the customer experience (CX). According to our CX Trends Report, 65 percent of CX leaders see AI as a strategic necessity, making AI transparency a crucial element to consider.

AI 52

AI Artificial Intelligence Legal Machine Learning 52

Intercom, Inc.

MAY 13, 2021

Few people have more experience with this move than Linda Lin , Director of Customer Success at the revenue intelligence platform Gong. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges.

Sales 177

Sales Start-ups Technology Technology 177

Experience Investigators

SEPTEMBER 5, 2023

“We are dedicated to becoming a customer-centric company.” The business leader proudly walked up to the whiteboard, and drew this: And that’s the challenge. HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? What makes a great customer experience?

Customer Journey Map 98

Customer Journey Map Customer-Centric Organization Start-ups Customer Feedback 98

Fonolo

JANUARY 17, 2023

Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. It’s clear that AI’s impact on customer care and CX will be profound. What Do Customers Value in CX? What Do Customers Value in CX? Convenience.

Artificial Intelligence 154

Artificial Intelligence Contact Center CX Machine Learning 154

Experience Investigators

FEBRUARY 7, 2023

How do you treat your customers after they leave? Customers appreciate being treated like loyal customers. In fact, organizations that invest in successful customer loyalty programs increase revenue up to 2.5 So why should customer experience leaders care about customers who are no longer customers??

Social Media 122

Social Media CRM Start-ups Customer Loyalty 122

Intercom, Inc.

JUNE 19, 2018

On a recent night out in London, Tristan Watson discovered the value of great customer support, when his bag full of electronics, video equipment and personal items was stolen from a pub. Anyone who’s lost their wallet while traveling knows the process to get fraudulent charges refunded can be painful.

Customer Expectations 216

Customer Expectations Real Estate Start-ups Machine Learning 216

Execs In The Know

JANUARY 31, 2024

In an era where AI’s influence is tangibly transforming customer experience (CX) and operational efficiency, the call for leaders to harness its potential has never been more pressing. This dichotomy underscores the urgency for CX leaders to comprehend and leverage AI for operational efficiency and amplify their leadership impact.

AI 52

AI Artificial Intelligence Social Media CX 52

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94

Execs In The Know

FEBRUARY 29, 2024

And if customer experience (CX) transformation is your odyssey, it would serve you well to remember that the journey, if not carefully navigated, can be fraught with tunnel-visioned Cyclops, time-eating Lotus Eaters, and the seductive Siren calls of newly hyped technologies. Today, staying “current” and on course can feel overwhelming.

CX Transformation 99

CX Transformation CX VOE AI 99

CSAT.AI

AUGUST 10, 2022

Skilled agents are the heartbeat of your customer service strategy. Just like you have to earn your customers’ loyalty you have to earn your agents’ loyalty too. Agent churn affects your business reputation as customers have to wait longer for resolution. 1) Play to Agent Strengths. 2) Onboarding and Ongoing Training.

Customer Service 93

Customer Service Sentiment Analysis Contact Center CX 93

Hodusoft

APRIL 6, 2022

Top 5 Customer Experience Trends to Consider in 2022. In recent years, businesses have realized the impact that customer experience has on the growth of their businesses. To make sure that their companies stick out in the market, they do everything to ensure that their customer experience is optimal.

Customer Experience 105

Customer Experience Contact Center Omnichannel Artificial Intelligence 105

Aquire

NOVEMBER 17, 2021

Ready or not, the financial services industry has officially been thrust into the digital-first era. Consumers are now much less forgiving of financial institutions that continue to lag behind with their digital solutions and services. What’s changed in financial customer experience? Customer expectations and behaviors.

Customer Experience 102

Customer Experience Finance CX Government 102

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. Also, treating customers well is good for employees. So, What Went Wrong with NPS?

NPS 109

NPS Net Promoter Score Construction Start-ups 109

Intercom, Inc.

MARCH 25, 2021

This question has been shaping customer experience expert Jeanne Bliss ’s career for as long as she remembers. Jeanne is one of the leading voices on customer-centric leadership. In fact, she wrote her first book, Chief Customer Officer , long before that type of role was even widely known. What will your legacy be?

CX 181

CX Start-ups Business Growth Engineering 181

Intercom, Inc.

NOVEMBER 18, 2020

But while the “e” may be silent for customers – who understandably want a consistent, personalized shopping experience regardless of whether they’re buying online or in-store – it still rings out loud and clear for the businesses who need to ensure they have the right tools to deliver that unified, excellent experience across multiple channels.

Retail 239

Retail E-commerce Innovation Customer Expectations 239

Fonolo

APRIL 5, 2022

What comes to mind when you think of the ideal call center leader? While those are certainly beneficial, the right candidate needs a lot more than that to make it as a successful call center leader. If you want your agents to consistently meet company goals, you must invest in the right leaders, including managers and supervisors.

Contact Center 99

Contact Center Construction Technology Technology 99

SurveySensum

APRIL 1, 2024

Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand. Why is Customer Trust Important for Startup Brands? Let’s get started!

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

Win the Customer

DECEMBER 25, 2019

The significant benefits of effectively engaging with customers on social channels make the investment worthwhile. “Social care” isn’t anything new, but providing effective multi-channel customer service that includes social care can be pose significant challenges for organizations big and small.

Customer Service 115

Customer Service Social Media Customer Retention Start-ups 115

Fonolo

JANUARY 6, 2022

As the lifeforce of your call center, your customer should always come first—that includes keeping them safe from cybercriminals who are on the hunt for customer data. It’s easy to get caught up in performance metrics and service levels , but as a call center leader, security should also be at the forefront of your concerns.

Contact Center 81

Contact Center Start-ups Finance Healthcare 81

CSAT.AI

MAY 24, 2022

Updated May 2022 Following our previous blogs which cover agent abuse is the question of banning bad customers. The goal is for both the customer and the agent to have positive experiences that benefit everyone and the bottom line. An abusive agent is detrimental to a company, as is an abusive customer.

Customer Service 85

Customer Service CX Customer Satisfaction 85

Totango

MARCH 21, 2023

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Their discussion covered three key strategies for powering up customer success. Don’t forget to make your feedback scalable.

Customer Journey Map 80

Customer Journey Map NPS Touchpoint Start-ups 80

ClientSuccess

NOVEMBER 15, 2022

Customer success managers have their work cut out for them when it comes to retaining and growing customers. It takes a lot of hard work to draw customers into your company in the first place, so you must work to keep those customers more than satisfied once they decide to work with you. Set Expectations with Customers.

Invoicing 74

Invoicing Legal Social Media Finance 74