CX Accelerator

NOVEMBER 7, 2023

Surely customer support could help me sort this out. It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. Give inconsistent or incorrect answers to customers. 10) shut down customer support channels for cost rather than customer choice.

Net Promoter Score 316

Net Promoter Score Legal Construction Social Media 316

Inside Customer Service

MARCH 3, 2022

Our phone lines rang throughout the office whenever a customer was holding for more than a minute. The president thought it was my job to stop the surge since I was the customer service manager. It's something I think about every time someone conflates customer service with customer experience.

Customer Service 189

Customer Service Customer Experience Start-ups Customer Feedback 189

ECXO

FEBRUARY 26, 2024

I’m about to introduce some compelling principles of behavioral science that can be used to shape customers’ decisions. In the context of customer decisions, they can be used to encourage positive behaviors, increase customer engagement, boost sales, and even foster customer loyalty.

E-commerce 115

E-commerce Sales Social Media CX 115

Beyond Philosophy

DECEMBER 2, 2023

Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience ? Instead, AI should be a way to help employees pay more attention to the needs of customers. In this episode we explore the points made by Tom in his video along with our take on AI and Customer Experiences. How can we help?

AI 143

AI Customer Experience Management Consulting Education 143

Inside Customer Service

FEBRUARY 16, 2023

Rapport is essential to customer service. Asking a customer, "How's your day going so far?" What is customer rapport? You want customers to like you. You can better understand their needs and customers are more accepting of your ideas. It's also tied to better service outcomes. They are.)

Start-ups 238

Start-ups Customer Service 238

The Customer Service Blog

OCTOBER 25, 2023

This month, The Customer Service Blog hit the amazing milestone of 300,000 readers! But the really big success story has been the USA, where our readership has doubled in the last few years. Many thanks to all our readers across the globe for helping to make this the fastest growing customer service blog in the world!

Customer Service 75

Customer Service 75

Inside Customer Service

SEPTEMBER 16, 2021

"The shipping container is stuck in customs." Backorders were piling up and customers were getting agitated at the wait. We had been getting a slew of angry phone calls and emails from customers who wanted to know why their order hadn’t arrived. This might seem like a modern story, but it happened to me over 20 years ago.

Start-ups 189

Start-ups Customer Service Customer Expectations Customer Experience 189

Bill Quiseng

OCTOBER 26, 2020

Facemasks, door signs, floor decals, partitions, and hand sanitizers won’t keep your customers. Such safety protocols in response to the pandemic are expected from your customers. While failing to implement them will cost you customers, maintaining those standards will not guarantee that you keep them.

Hospitality 183

Hospitality Hospitality Customer Survey Customer Service 183

Inside Customer Service

JULY 28, 2022

The customer service leader explained his company had a customer service vision that he talked about in every meeting. A customer service vision is a shared definition of outstanding service that gets everyone on the same page. Conclusion The best leaders talk about customer service a lot.

Customer Service 147

Customer Service Entertainment Gaming Start-ups 147

cxservice360

JANUARY 28, 2022

In today’s world, businesses who deliver the best experience to customers will outperform the broader market and generate more revenue. The post 4 Elements For Delivering A Better Customer Experience appeared first on CXService360 - Customer Service Articles, Stories and more.

Customer Experience 85

Customer Experience Customer Service 85

Uniphore

JUNE 22, 2021

You listen to your customers on social media. Do you listen to your customer service employees? Lean in and learn why we should listen to our customer service employees if we truly cared about customer experience. Empathy for your customers should begin with empathy for your customer service employees.

Social Media 219

Social Media Contact Center Actionable Insights Entertainment 219

Beyond Philosophy

AUGUST 5, 2023

However, the customer surveys do not paint delivery with that brush at all. The internal organization has one perception of performance, the customers have another. 10:24 Ryan ignores Colin’s request to get practical by exploring a very heady and philosophical example, Plato’s Allegory of the Cave.

Customer Experience 78

Customer Experience Customer Survey 78

Help Scout

APRIL 27, 2021

Help Scout’s first 10 years have been incredibly fun and rewarding, but in many ways it feels like we’re just getting started. Here’s to the next 10! Our 10-year mission As a certified B-Corp, one of Help Scout’s most important goals is to be a force for good in protecting the natural world. customer conversations.

Non-Profits 81

Non-Profits Start-ups Customer Service 81

Inside Customer Service

MAY 5, 2022

Today's customers are increasingly unhappy. The American Customer Satisfaction Index has steadily declined for the past four years. The results point to three ways that companies can immediately improve their customer experience. #1 1 Listen to your customers In an era of endless surveys, customer listening is severely lacking.

Customer Experience 130

Customer Experience Transportation Sales Customer Satisfaction 130

Steven Van Belleghem

MAY 29, 2022

Always try to figure out how your company can help save your customers’ time, which is probably the most important resource in their life. This concept is what made the tech giants big and it can help commodity businesses offer their customers convenience in ways that make them stand out from other companies.

CX 120

CX Non-Profits Social Media Pharmaceutical 120

Inside Customer Service

DECEMBER 2, 2021

Their enthusiasm made it far easier to connect with customers and assist them. Their job is to get the word out about a company's products and services. You might find them in sales, marketing, customer service, operations, or even finance. Now, imagine that customer is also an employee. They really stand out."

Retail 260

Retail Social Media Finance Sales 260

CSAT.AI

NOVEMBER 23, 2022

In a time where retaining quality employees is vital, remember to thank your customer service agents, now and all year round: Recognize that your agents want to enjoy the holidays too. Time for family get-togethers, big meals and Black Friday. You can help your agents feel valued. Help them to do that. Be inclusive. Happy Thanksgiving!

Customer Service 96

Customer Service Sentiment Analysis AI 96

Inside Customer Service

AUGUST 25, 2022

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. That makes it necessary for customer-focused leaders to focus on controlling what they can control.

Innovation 169

Innovation Customer Service 169

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. Story #1: The European Super League Creates a Super Big Backlash.

Customer Experience 153

Customer Experience Start-ups Healthcare Government 153

Fonolo

JANUARY 31, 2023

Yes, training agents to use the phones and customer management systems is important, but agents must also learn and practice ‘soft-skills’ like empathy and active listening every day. Call center training is important because it’s part of your customer service plan – and part of a strong employee engagement plan.

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141

Beyond Philosophy

FEBRUARY 25, 2023

Moreover, you are competing for customers’ time. Joe Pine, author of The Experience Economy, writes about this battle for customer attention and how they evaluate time given to you in a recent article. To learn more about Beyond Philosophy’s Suite of Services Click here. Please tell us how we are doing!

Customer Experience 88

Customer Experience 88

Uniphore

JUNE 9, 2021

With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. Despite this obvious benefit, less than 10 percent of enterprises have an enterprise-wide approach to integrating automation. Out with the old, in with the new!

Contact Center 246

Contact Center Education AI Start-ups 246

Inside Customer Service

JUNE 23, 2022

My first customer service interaction didn't end well. An irritated customer approached and I said the wrong thing. It was a terrible feeling to see a customer literally walk out the door. I've been obsessed with service recovery ever since. What is service recovery? Why is service recovery important?

Customer Acquisition 162

Customer Acquisition Social Media Customer Retention Start-ups 162

Steven Van Belleghem

OCTOBER 15, 2023

If you want to understand the enormity of the scale of their services, here’s a pretty mind-blowing visualization: By TitleMax.com Last year, the Walt Disney Company made 84 billion dollar. It’s the result of a potent blend of storytelling, branding, and crafting unforgettable customer experiences. It’s truly impressive.

Entertainment 67

Entertainment Non-Profits CX Gaming 67

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

Steven Van Belleghem

JUNE 13, 2022

These are often to their own advantage, but sadly also to the disadvantage of the customer most of the time. An obvious example would be raising the price of a product or service. You have to tell the real story about your situation to your customers. Offer self-service. Be proactive and honest. Create moments.

Customer Experience 120

Customer Experience Real Estate Contact Center CX 120

Inside Customer Service

MARCH 4, 2021

They also revealed a way to get back-of-house (BOH) employees to be more customer-focused. BOH employees typically work behind the scenes to serve customers, but don't often have direct customer contact. BOH employees can easily dehumanize their customers if they never see them. Here's how to do it.

E-commerce 162

E-commerce Legal Hospitality Hospitality 162

cxservice360

JUNE 23, 2022

The post Top 10 Social Media Marketing Strategies for eCommerce Websites appeared first on CXService360 - Customer Service Articles, Stories and more. This is why most successful online stores have a unique advertising model and impressive feature lists like WooCommerce banner images. Are you one of those stores?

Social Media 59

Social Media Customer Service 59

Fonolo

SEPTEMBER 16, 2022

Every business deals with shrinkage, but too much can negatively affect agent performance, and ultimately, disrupt your customer experience. For example, if an employee is scheduled to work 35 hours, and spends 10 hours doing other tasks, the shrinkage rate for that person is 10/35 or 29%. What Causes Shrinkage? .

Contact Center 87

Contact Center Education Customer Satisfaction CX 87

Beyond Philosophy

MAY 20, 2023

Journey Maps are only useless if you don’t include the customer’s emotional journey in them. Emotional journeys are the “squishy stuff” associated with why customers buy from you. Since customer’s feelings are challenging to itemize, many organizations tend to leave them off. Check it out here.

Start-ups 78

Start-ups Customer Experience 78

Execs In The Know

MAY 4, 2023

In March, the brand celebrated 10 years of “Magic Moments ” and has been recognized by Inc. My background is in a couple of different industries, and that thread was service and being part of the beautiful chaos. I did that for more than 10 years. O ne of the deepest for us has been the voice of the customer.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

Inside Customer Service

DECEMBER 16, 2021

That's what the IT service manager discovered when he checked with human resources. The manager learned that human resources recruited new hires using a job description meant for the customer service contact center. By contrast, the manager led an internal team that provided technical IT support to internal customers.

Contact Center 147

Contact Center Hospitality Hospitality Retail 147

Steven Van Belleghem

JANUARY 26, 2022

But an outstanding customer experience happens when you figure out how to improve the level of human service using technology. You cannot expect customer service staff to remember every detail of every individual’s history with the company. Many companies just never seem happy with what they achieve for their customers.

Customer Service 135

Customer Service Entertainment Manufacturing Gaming 135

Logicalware

NOVEMBER 29, 2021

great entrepreneurial success story. millions of customer?requests?it customer enquiries.?We Maat, JYSK’s Netherlands Customer Service Manager, to find out how?the?new?set-up?has Service Cloud? deliver its voice customer service.?This all customer service?staff?to service across?voice,

Customer Service 98

Customer Service Retail Social Media Omnichannel 98

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

Intercom, Inc.

JUNE 30, 2022

We recently launched Intercom Surveys , a new feature that empowers you to connect with customers wherever they are, capture valuable customer insights, and use collected data to drive more engaging, personalized customer experiences. It takes 10 to 15 years to do a census. That was good enough for me.

Start-ups 239

Start-ups Net Promoter Score Legal Government 239

Intercom, Inc.

APRIL 1, 2021

We need to address these historical gaps to get the full story. To correct for the systemic gender and race bias and ensure a better representation of everyone’s experiences, they’re encouraging otherwise unheard voices to speak up and write their stories – namely women and Black people. Janeen: Wow! Well, thank you, Dee.

Start-ups 223

Start-ups Non-Profits Healthcare Technology 223