Comm100

FEBRUARY 12, 2023

With cost-effective automation from chatbots, schools are improving access to services and providing students with faster and more satisfactory support. With cost-effective automation from chatbots, schools are improving access to services and providing students with faster and more satisfactory support.

Education 72

Education Social Media Technology Technology 72

SurveySensum

SEPTEMBER 19, 2023

So yesterday my friend Jess was scrolling through a new travel booking app to book a hotel. While browsing, she kept receiving in-app surveys asking her to rate her experience. Jess also thought the same and just responded “It was okay” just so she could continue with her booking. What products, right?

Actionable Insights 52

Actionable Insights Customer Satisfaction Touchpoint Start-ups 52

SurveySensum

JANUARY 18, 2024

Imagine this: you’re a business owner eagerly waiting for your latest marketing campaign to take off. As you sip your morning coffee, you receive a text notification. Effective marketing is all about reaching your audience where they are and engaging them with timely, relevant messages. Treat yourself with code BEAUTY15.

Retail 52

Retail Customer Relationship Start-ups Customer Feedback 52

Shep Hyken

DECEMBER 20, 2021

Each week I read many customer service and customer experience articles from various resources. Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. A good customer support experience drives loyalty. (We We knew that!)

Customer Service 65

Customer Service Hospitality Hospitality Contact Center 65

Shep Hyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. My Comment: In my newest book, I’ll Be Back , I cover the difference between a repeat customer and a loyal customer.

Customer Service 134

Customer Service B2C Customer Loyalty B2B 134

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.

Contact Center 130

Contact Center Technology Technology AI 130

Customer Service Life

DECEMBER 6, 2021

As a customer service leader, there’s a certain balance I’ve struggled to find. Spending too much time interacting with customers can leave me feeling like our team is treading water and not making progress on key initiatives. Where’s the balance? What’s my priority as a leader? Custer vs Grant.

Customer Service 104

Customer Service Gambling Engineering Innovation 104

CommBox

JANUARY 28, 2024

Self-service support channels such as chatbots, online portals, knowledge base and FAQs are considered crucial for customer service. You might even say that they’re now mandatory for any service organization. Research indicates that 67% of consumers prefer self-service over speaking to a company representative.

AI 52

AI Customer Service Real Estate B2C 52

Help Scout

APRIL 27, 2021

While I’m writing this in March of 2021, having just experienced a generational winter in my home state of Texas that created a source of stories I can use to bore my future grandchildren to death, I realize one nice thing about power outages is a return to books. Outside In: The Power of Putting Customers at the Center of Your Business”.

Customer Experience 117

Customer Experience Retail Gaming B2C 117

ECXO

JUNE 11, 2023

A maturity driven by hyper personalisation, empathetic human relationships and intuitive digital experiences – all accelerated by the pandemic. If you need to rethink your CX offer, or haven’t got started, time is not on your side. Is your customer data out of date? A persona is an archetype of your ideal customer.

B2B 130

B2B B2C Touchpoint Actionable Insights 130

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Meeting today’s high customer service expectations can be a challenge. Table of Contents.

Customer Service 85

Customer Service Healthcare AI Artificial Intelligence 85

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. Everything goes downhill.

Contact Center 142

Contact Center Education Start-ups Customer Satisfaction 142

Beyond Philosophy

APRIL 16, 2021

For such an important topic that can be awkward for people, it seems there should be books, podcasts, training, and everything else on it. Here are the five I have narrowed down to my list: 5 Rules for Successfully Managing Your Company Politics. Focus on the customer. I spent 20 to 30 years working inside corporate life.

Gaming 148

Gaming Start-ups Customer Experience Innovation 148

Steven Van Belleghem

OCTOBER 11, 2021

Have a strong experience-driven purpose. They see it as their purpose to make travel a smooth, fun and educational experience. And you feel that through their entire app and all their services. And you feel that through their entire app and all their services. Use data for good (for the customer).

CX 113

CX Transportation Entertainment Education 113

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Here’s your complete guide to improving customer perception of your business. What is Customer Perception?

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision).

Customer-Centric Organization 62

Customer-Centric Organization VOC CX Customer Loyalty 62

Fonolo

JANUARY 31, 2022

This may have been a good indicator of success a few decades ago, but today’s experts agree that delivering a quality customer experience carries more weight than the amount of time spent on the phone. Learn how you can better your team performance below… How to Foster Agent Engagement in a Hybrid Contact Center.

Net Promoter Score 87

Net Promoter Score Contact Center Social Media NPS 87

Shep Hyken

JULY 4, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Top AI Trends in Customer Service by Zendesk. EnterpriseAI) Ever-evolving technology is constantly changing how customer service is done. CMSWire) What’s in your abandoned cart?

Artificial Intelligence 65

Artificial Intelligence Customer Service Customer Journey Map AI 65

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” This idea was revolutionary in that day, but today, the business world has more or less accepted that emotions are a significant part of interactions with customers.

Net Promoter Score 174

Net Promoter Score Pharmaceutical Customer Journey Map Start-ups 174

Comm100

AUGUST 10, 2022

In this blog, we’ll look at the top 5 benefits of chatbots in customer service with case studies and data to back it up. With a bot in place, customer service teams can reduce repetitive, low-value work that consumes agent time. Today’s customers expect fast support at any time of day.

Customer Service 86

Customer Service AI CX Sales 86

SurveySensum

NOVEMBER 10, 2023

Let’s say you run an online small bookstore where customers order books from your store and share the book reviews. You rely heavily on email and social media for customer feedback for your bookstore. Identify areas where improvements can be made to boost the conversion rate.

Sentiment Analysis 52

Sentiment Analysis Actionable Insights Social Media Start-ups 52

Inside Customer Service

DECEMBER 30, 2021

As a customer, do you ever feel like you're stuck in an old-timey comedy routine? My wife, Sally, and I recently had one of those experiences. Get in that line," pointing to another queue of customers. Your coworker told us to get in this line." "He The big question is why do customer service employees routinely do this?

Customer Service 148

Customer Service Sales Retail Start-ups 148

Beyond Philosophy

JANUARY 1, 2022

For our I’m in a Pickle feature on the podcast, Tina in New Zealand wrote to us because the engineering firm she works with thinks customer relationships are a waste of time. She wants to know how to convince the engineers that customer relationships are what get the customer strategy gears turning toward long-term success.

Customer Relationship 103

Customer Relationship Engineering Management Consulting Start-ups 103

Aquire

DECEMBER 21, 2021

And while most will focus on personal goals, like “read more books” and “exercise more,” we think there’s also a little room to work on professional goals, too. Since we specialize in customer experience, we made a list (and checked it twice) of New Year’s resolutions to consider to improve your customer service in the new year.

CX 98

CX Artificial Intelligence Innovation Predictive Analytics 98

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Shep Hyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. Here are my top five picks from last week.

Customer Service 131

Customer Service Customer Loyalty B2C B2B 131

Experience Investigators

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. A strategy. I tend to agree.

Education 137

Education CX Customer Feedback Customer Relationship Management 137

Shep Hyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. How do you handle a bad customer service experience ? It is when it happens.

Customer Service 131

Customer Service Social Media CX Customer Experience 131

Logicalware

MARCH 14, 2022

Is your IVR creating the right first impression of your business? If you want to connect with a customer support agent, press 2”. If you want to connect with a customer support agent, press 2”. We’ll also discuss the benefits of voice bots to help you decide if they’re right for your contact centre.

Start-ups 96

Start-ups CRM Sales Technology 96

Shep Hyken

APRIL 19, 2022

The Choreography of Customer Service. The 5 Core Concepts to Customer Service. Shep Hyken interviews Chris Lynam , Customer Service Expert and multi-franchise owner of Arthur Murray Dance Studios. They discuss how your organization can implement the five core concepts of good customer service.

Customer Service 57

Customer Service Customer Experience 57

Beyond Philosophy

JUNE 25, 2020

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. Emotions create memories.

Net Promoter Score 188

Net Promoter Score Entertainment Customer Loyalty Healthcare 188

Execs In The Know

APRIL 27, 2021

The best quality assurance programs are designed to keep customer service agents informed about the standards they should be striving to meet, the steps they can take to improve, and how they’re doing on an ongoing basis. 5 Considerations to Run a Successful Quality Assurance Program. #1:

Net Promoter Score 98

Net Promoter Score Contact Center Construction Customer Loyalty 98

Steven Van Belleghem

APRIL 20, 2021

Few companies are as obsessed by customer experience as Amazon. Why “it’s all about the long term” What it really means to be customer obsessed. Galloway’s book is the perfect counterbalance for this mythologizing. Why culture is an imperative. What the Covid-19 pandemic has taught us.

Customer Experience 109

Customer Experience E-commerce Social Media Government 109

Shep Hyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. My Comment: Great customer service isn’t rocket science. I love the GIF’s!

Customer Service 85

Customer Service Social Media Contact Center Technology 85

Customers That Stick

DECEMBER 3, 2019

It is an amazing time to be a customer experience expert and a fascinating time to look back at the immense changes to both the idea and practice of customer experience that the last decade has brought. How the Mighty Fall: And Why Some Companies Never Give In by Jim Collins (a One Win Book Review).

Gaming 103

Gaming Customer Experience Retail Customer Service 103

Zendesk

FEBRUARY 15, 2024

From answering customer questions to collecting contact information, chatbots wear many hats. The more hats your bot wears, the more it can do. To help you elevate your bot’s wardrobe, we’ve gathered 20 popular bot templates to inspire you on your chatbot journey. Think of hats, in this instance, as chatbot templates.

E-commerce 52

E-commerce Net Promoter Score CX NPS 52

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. It’s equally applicable to Employee Experience and Partner Experience management. Pulling together all of this, you create your customer experience strategy.

VOC 62

VOC CXM Customer Journey Map CX 62