Shep Hyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? The key to building customer loyalty, they claimed, was to simply make it effortless for people to do business with you. by Jon Picoult.

Customer Service 85

Customer Service Retail Hospitality Hospitality 85

Zendesk

FEBRUARY 12, 2024

In today’s fast-paced and competitive business environment, staying ahead in customer service means continually educating yourself and your team. Customer service podcasts provide an excellent avenue for gaining knowledge and insights without disrupting your busy schedule.

Customer Service 52

Customer Service Customer Retention CX Social Media 52

Shep Hyken

SEPTEMBER 5, 2022

Each week I read many customer service and customer experience articles from various resources. 4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. How has the ongoing digital evolution impacted how customers view patience today? Here are my top five picks from last week.

Net Promoter Score 61

Net Promoter Score Customer Service Hospitality Hospitality 61

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. Moreover, you should understand the culture where your customers live.

Customer Experience 153

Customer Experience Start-ups Healthcare Government 153

Execs In The Know

MARCH 9, 2023

We’re back from an exciting, action-packed three days at Customer Response Summit (CRS) in Austin, TX, where we were Creating Moments That Matter with the Execs In The Know community. And, like always, there was plenty of time to connect with colleagues and make new friends in CX. A big topic of discussion?

Social Media 97

Social Media Contact Center Hospitality Hospitality 97

Beyond Philosophy

MAY 4, 2023

After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy. Provide value to your customers or your audience. 10 Rules for Building a Successful Consultancy Be brave and be committed.

Start-ups 78

Start-ups Gambling Social Media Education 78

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. How can leaders wrap their heads around these overwhelming mandates for customer experience excellence?

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

Win the Customer

JANUARY 4, 2016

As customer experience leaders we need to be more proactive in creative a vision for experience rather than just empty affirmations of service. The customer experience management practices in place today are part of this shift towards focusing on excellence and investing in talent management.

Customer Experience 93

Customer Experience Customer Relationship Management Customer Relationship Innovation 93

Steven Van Belleghem

APRIL 27, 2021

There has been a lot of talk about employee experience being the backbone of customer experience lately. And I truly believe that happy employees beget happy customers. 1. Think about partner Experience. Grab is taking this approach one step further, by creating a fantastic and empowering partner experience with its drivers.

Customer Experience 104

Customer Experience Transportation Artificial Intelligence Government 104

Service Quality Institute

JANUARY 13, 2021

Customer service is not very hard. Your business need to have hours convenient to the customer. Most employees have never been trained on customer service. It should run 24 hours a day 7 days a week. Who can they call when there is a technical problem on your web site that prevents the customer from buying?

Customer Service 40

Customer Service 40

PeopleMetrics

JUNE 16, 2015

(DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. When it comes to customer experience activities and commitment, leaders appear to be: 1. "All The Survey Says. All Talk, No Action".

Net Promoter Score 96

Net Promoter Score Scorecard Gaming CX 96

Service Quality Institute

FEBRUARY 9, 2021

Amazon in my opinion is the most customer-driven firm in the world. NO ONE can match their relentless focus on customer service. Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. This is a $105.6

Gambling 40

Gambling Start-ups Sales Innovation 40

Fonolo

JANUARY 10, 2020

Most customers choose to make purchases from the within the safe walls of their homes via online retailers such as Amazon. Most customers choose to make purchases from the within the safe walls of their homes via online retailers such as Amazon. Customer experience training is a part of the Amazon onboarding process.

E-commerce 67

E-commerce Retail Contact Center Customer Satisfaction 67

Zendesk

SEPTEMBER 22, 2022

Six to seven seconds —that’s how long hiring managers spend looking at a customer service resume, on average. The best way to do that is with a compelling customer service cover letter. Importance of a customer service cover letter. Importance of a customer service cover letter.

Customer Service 52

Customer Service Social Media Business Administration Customer Satisfaction 52

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.

Entertainment 67

Entertainment Non-Profits CX Gaming 67

SugarCRM

SEPTEMBER 30, 2021

The Content Marketing Institute found that 7 out of 10 customers like brands’ articles more than ads. Here are nine ways to leverage your blog to capture leads, build a relationship with your audience, and ultimately convert them into new customers. You also want an intuitive, user-friendly navigation experience.

E-commerce 49

E-commerce Finance Engineering Education 49

Provide Support

SEPTEMBER 24, 2015

Excellence, then, is not an act, but a habit.” — Aristotle. Expertise and professionalism in customer service yield from thousands of routine customer interactions we perform daily. 10 Rituals Of A Successful Live Chat Session. “We We are what we repeatedly do. Rituals Of A Successful Live Chat Session.

Start-ups 81

Start-ups Customer Service 81

Qualtrics

MAY 1, 2019

Her mission is to bring these audiences closer to education institutions through two-way dialog and excellent supporter care. In this blog, she looks at how donors can take lessons from the CX world and apply them to their own college programs. Here are just 8 lessons and key actions: 1.

Close the Loop 39

Close the Loop CX Invoicing Education 39

Help Scout

NOVEMBER 12, 2018

Delivering 24-hour customer service is an exciting challenge to solve. It typically means your business is expanding or you are taking on larger customers. Scaling a team to this level comes with some unique considerations that range from cost and location to language and local customer demands. Notice that from 5 p.m.

Customer Service 40

Customer Service Legal Customer Experience Sales 40

ClientSuccess

AUGUST 27, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. From : Steve McDougal, VP of Customer Success. Being on the CSM frontline allows us to directly influence the success of our clients. How has it helped you?

Start-ups 40

Start-ups Sales Touchpoint Customer Experience 40

Comm100

JUNE 30, 2016

Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customer service as a ‘true test’ of how much a company values them.”

Customer Service 58

Customer Service Education Innovation Compliance 58

ProProfs

FEBRUARY 15, 2022

Top eLearning companies provide great service to training companies, enterprises, and training managers with their eLearning development solutions. Custom Training & Learning Solutions. End-to-End eLearning Products & Services. Course Creation Services. Managed Learning Services. Custom eLearning.

Non-Profits 52

Non-Profits Start-ups Innovation Artificial Intelligence 52

Comm100

OCTOBER 17, 2017

Before “customer service” was even a thing, the Seven Deadly Sins existed as a guideline for moral living. Perhaps somewhat surprisingly, some of these “old school” lessons still have a place in the society of today, and have significant overlap with bad customer service practices. avaritia / Greed. acedia / Sloth.

Customer Service 49

Customer Service Social Media Customer Satisfaction Start-ups 49

Customer Bliss

MARCH 28, 2018

If you’re leading customer experience work within an organization, one of the keys to success is to listen to others. In today’s podcast episode, you’ll hear from six customer experience leaders in the B2B industry who share advice about the things they know now, that they wish they knew before they started their work.

B2B 68

B2B CX Net Promoter Score Start-ups 68

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty. Enhance your blog.

Customer Retention 60

Customer Retention Customer Loyalty Social Media Education 60

Intercom, Inc.

MARCH 11, 2021

On the surface, B2B customer support issues might look quite different from those of B2C. But despite these differences, Farhan Virji , VP of Customer Happiness at Later , believes that there is actually quite a lot that B2B support teams can learn from their B2C colleagues. Being reactive isn’t enough – you need to be proactive.

B2C 118

B2C B2B Social Media Start-ups 118

SugarCRM

JANUARY 21, 2020

We launched several new products, announced exciting acquisitions and introduced the world to a whole new suite of solutions to help companies succeed at marketing, selling and customer service. In July, we began to make some announcements that would fundamentally change the way businesses approach the customer experience.

Net Promoter Score 26

Net Promoter Score CRM Customer Journey Map NPS 26

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services.

CX 52

CX Social Media Sports Customer Service 52

Comm100

NOVEMBER 8, 2017

You want your live chat customer service experience to be top notch, so it’s no wonder you want the best and the brightest for the job. How can you tell who will treat your customers with kindness and compassion – who will work diligently to provide them with the solutions and the support that they are reaching out for?

Customer Service 42

Customer Service Start-ups Construction Customer Satisfaction 42

ClientSuccess

JULY 9, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. What is one important lesson you learned in your early customer success days that has had a positive impact on your career? Mentor Questions.

Start-ups 40

Start-ups NPS Finance Technology 40

Intercom, Inc.

AUGUST 25, 2021

We have achieved a great deal in the past decade – we have built a lot of great product , hired hundreds of wonderful people , and helped thousands of amazing companies form lasting relationships with their own customers. It’s in our nature to look forward, to focus on shipping , to keep innovating and providing value. Our first pitch deck.

Start-ups 220

Start-ups Customer Expectations Sales Innovation 220

Zendesk

JANUARY 12, 2021

Whether you’re running a small business or a global corporation, providing good customer service can mean the difference between success and failure. And customer expectations are only continuing to rise. Read on for 16 customer service tips based on our research. Build a customer-centric culture.

Customer Service 98

Customer Service AI Artificial Intelligence Customer Satisfaction 98

ProProfs

JANUARY 6, 2022

Customizations. Customization. Custom certificates. Online course creation , customization, training administration, monitoring learners’ progress, and reporting are a few of the functionalities that most LMS systems support. In fact, the best employee training software let you take complete control of online training.

Compliance 52

Compliance Start-ups Education Non-Profits 52

Intercom, Inc.

FEBRUARY 5, 2019

You can delay it until you’ve acquired your first 100 or 1,000 customers, but at some point you’ll need to find sustainable traction in the market. They share their winning sales strategies and the lessons they’ve learned scaling sales. Understand what it takes to attract your target customer. Define your ideal customer profile.

Sales 177

Sales Start-ups Gaming Education 177

Intercom

JUNE 15, 2021

How do you foster a team culture that focuses on delivering value to your customers when you have limited resources? Agile principles can be a North Star for time-strapped support teams, helping them to keep the customer’s needs at the heart of their decisions so they can provide fast, personal support at scale.

Engineering 117

Engineering Innovation Start-ups Customer Satisfaction 117

Zendesk

MARCH 26, 2021

Or are you looking to upgrade your call center software and customize it to better fulfill your customers’ expectations? When searching for a call center solution, you’ll want software with critical characteristics, such as easy setup, modern technology, customizations, and CRM integrations. Simple, powerful customizations.

CRM 59

CRM Start-ups Social Media Sales 59

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

CXM 120

CXM Customer Experience Non-Profits Close the Loop 120