Bill Quiseng

JUNE 28, 2023

Listening to the sweet cha-ching sound of profits, these traditionalists do not hear the concerns and complaints of their patients and their caregivers. Let’s be revolutionary to improve the patient experience. ENRICH the experiences and, ultimately, the lives of every patient. Well, no more! This is our time.

Healthcare 165

Healthcare Pharmaceutical Hospitality Hospitality 165

Bill Quiseng

DECEMBER 6, 2023

Be GREAT out there! Be GREAT out there! The more emotional the connections, the more memorable the experiences, and the more loyal the employees are. Focus as much on creating a GREAT experience for your people and they will do the same for your customers and you will earn the loyalty of both. CARE Magnificently!

Social Media 158

Social Media Customer Loyalty Customer Expectations Customer Service 158

Beyond Philosophy

APRIL 25, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Once upon a time… These four words are the unmistakable beginning of a story, and if there is one thing we humans love, it’s stories. A story can help here.

Engineering 78

Engineering Education Start-ups Customer Experience 78

Beyond Philosophy

FEBRUARY 8, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Let’s begin this week’s issue with a test. Language is essential to your customer experience , so today, I thought we could examine why.

Start-ups 78

Start-ups Customer Experience 78

Beyond Philosophy

FEBRUARY 9, 2024

Great ideas you can’t do anything with in the real world are a waste of time. Bob Black, one of our avid podcast listeners, likes our concepts about eliciting particular customer emotions. 25:15 Colin shares his biggest sales tool, which is low tech and accessible to any organization: having the experience as if you were a customer.

Mystery Shopping 89

Mystery Shopping AI Sales Technology 89

Beyond Philosophy

MAY 6, 2023

Vijay, one of our listeners, drew my attention to a deficit in my content regarding customer strategy. I found an excellent one at HubSpot , another great one at Salesforce , and third at Qualtrics. However, together they do a great job of defining the general outline of the concept.

Customer Experience 147

Customer Experience 147

Inside Customer Service

APRIL 14, 2022

Here are a few of my favorite exercises for building rapport, listening, and problem-solving skills. Grow your rapport skills Rapport is essential to great customer service. That starts with listening carefully to identify opportunities to serve. It's hard to build customer service skills when you can't practice.

Customer Service 130

Customer Service Retail Start-ups 130

Intercom, Inc.

JULY 28, 2022

Sanj has plenty of experience scaling sales teams at growing businesses, and that’s precisely why, as of November of last year, he‘s overseeing EMEA sales at Intercom. In today’s episode, we sat down with Sanj to talk about scaling sales teams, what makes a great salesperson, and strategies to deliver the best outcomes for your customers.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

Lumoa

FEBRUARY 7, 2023

With all relationships, taking the time to listen is crucial to its success. 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. But listening isn’t always that easy. Nowhere is this more true than with customer relationships.

Voice of the Customer 169

Voice of the Customer VOC Social Media NPS 169

Fonolo

JULY 29, 2021

Contact center agents develop soft skills through their own life experiences, and use them to provide a positive, customer experience. Let’s go through some essential soft skills for a contact center agent, and how they help assure a strong customer experience. Active listening. Adaptability.

Contact Center 174

Contact Center Customer Satisfaction Start-ups Technology 174

Shep Hyken

DECEMBER 27, 2022

The Power of Listening to Your Customers . Using Conversational Data to Enhance the Customer Experience . Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale. Listen to your employees, too, not just your customers.

Healthcare 111

Healthcare Customer-Centric Organization VOC Voice of the Customer 111

Inside Customer Service

APRIL 15, 2021

I needed to be in a positive state of mind to facilitate a great session for my client. Customer service employees are trained to detect rational needs, but it’s rare that employees are taught to listen for emotional needs. An important client was paying me to facilitate a virtual session for its employees. A lot was riding on this.

Legal 249

Legal Customer Service 249

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. How to put the “customer” in “customer experience”.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Fonolo

JULY 13, 2023

Active listening skills are the foundation of effective communication. empathy #custserv #cx Click To Tweet Why is Active Listening Important in Customer Service? It’s critical to engage in active listening to make that person feel truly heard, understood, and served. People just want to be listened to.

Customer Service 67

Customer Service Contact Center Social Media Start-ups 67

Uniphore

JUNE 15, 2021

You’re listening to your customers on social media—and taking steps to improve their experience—but what about your customer service employees? For contact center and customer experience leaders, the stakes have never been higher. After all, delivering a great customer experience starts with a good employee experience.

CX 162

CX Social Media Contact Center Actionable Insights 162

Beyond Philosophy

MARCH 21, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Sometimes, things go wrong despite your best efforts. The customer is volunteering their time and energy to inform you of a potential problem in your experience.

Customer Relationship 78

Customer Relationship Start-ups Engineering Education 78

Beyond Philosophy

MARCH 15, 2024

When it comes to customer experience , even the best-managed companies encounter challenges. We share how reminding cruise passengers a watery death on the journey is a possibility by having an evacuation drill upon leaving port is a great way to start the cruise experience—and a relationship built on trust. We doubt it.

Start-ups 89

Start-ups Customer Relationship Customer Service Customer Experience 89

Beyond Philosophy

FEBRUARY 15, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. ” These are not emotions, nor are they specific.

Artificial Intelligence 89

Artificial Intelligence Social Media AI Start-ups 89

Beyond Philosophy

MARCH 8, 2024

This reminded me of a recent experience. I remember being in meetings where the boss suggested something not so great. Harvey coined “The Abilene Paradox” based on a family incident. They ended up driving 50 miles each way across the scorching Texas desert to Abilene for dinner, even though none of them wanted to go.

Construction 89

Construction CX 89

Customer Service Life

APRIL 12, 2023

Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart. I hope you’ll have a quick look and listen!

Customer Service 78

Customer Service Contact Center Voice of the Customer CX 78

Uniphore

JANUARY 13, 2022

AD: I really like the range of things we can do as an HR team to help create a positive work experience for our people. As part of our ongoing “Life at Uniphore” series, we interviewed Andrew Dahlkemper, Uniphore’s new Chief People Officer. He also revealed what gets him going and what excites him the most about the future of Uniphore.

AI 246

AI Start-ups Technology Technology 246

Zendesk

FEBRUARY 12, 2024

Top 35 customer service and customer support podcasts Conversations with Zendesk The Modern Customer Podcast CX Pulse Podcast CXChronicles Podcast Customer Service Academy Customer Service Revolution Customer Experience Superheroes Amazing Business Radio Future of Customer Service Crack the Customer Code Experience This!

Customer Service 52

Customer Service Customer Retention CX Social Media 52

Futurelab

MAY 2, 2022

Listen to them. Make improvements to the experience to ensure that they’ll be customers for years to come. In last week’s post , I wrote about the acquisition versus retention “dilemma” from the marketer’s perspective. Obviously, there are two sides to every story, and the customer’s version is the most important side of this story.

Gaming 130

Gaming Omnichannel Start-ups Customer Experience 130

Fonolo

AUGUST 29, 2023

Call centers are at the heart of modern customer service and that makes active listening an indispensable CX tool. As call center managers, you have the power to train and encourage your agents to become active listening experts; enhancing customer satisfaction and loyalty. Bonus: It makes your agents’ jobs more interesting , too.

Contact Center 67

Contact Center Construction Customer Satisfaction Start-ups 67

Intercom, Inc.

DECEMBER 21, 2021

As always, thanks for reading and listening to our stories – we wish you all the very best over the holidays, and look forward to keeping you entertained and informed as we embark on the next chapter of this great adventure. Another year draws to a close, and there won’t be many people sorry to leave this one behind us.

Innovation 196

Innovation Engineering Entertainment Start-ups 196

Fonolo

SEPTEMBER 20, 2022

When it comes to delivering great customer service, call center agents need some essential soft skills that may not have been listed on their resumés. Active listening to customer questions and concerns. Then, listen in on live or recorded calls and rate the agent’s performance in each skill category on a scale of one to five.

Scorecard 141

Scorecard Contact Center Gaming Start-ups 141

Fonolo

JULY 5, 2023

Salesforce reports that a staggering 84% of customers say the experience a company provides is at least as important as its products or services. 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. We couldn’t agree more.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Lush’s approach is a great way to build customer trust through authenticity and empathy.

Customer Experience 169

Customer Experience Social Media Manufacturing Gaming 169

Intercom, Inc.

FEBRUARY 9, 2021

This customer expectation gap – that is, the gulf between the personalized, efficient experience customers want and what your team can reasonably deliver – creates a problem for businesses. That’s a significant gap between expectations and reality – and one that it’s all too easy for your support team to fall into. With empathy. “I

Customer Expectations 222

Customer Expectations Touchpoint Start-ups Customer Satisfaction 222

Beyond Philosophy

FEBRUARY 2, 2024

Language holds a pivotal role in shaping your customer experience. Being mindful of employing positive language instead of negative words can remarkably enhance the customer experience without any cost. In my tenure as a global Customer Experience Consultant, we’ve trained many employees on the impact of language choices.

Customer Experience 89

Customer Experience CX 89

Service Quality Institute

MARCH 12, 2024

You want me to deliver great customer service so what do I get out of this? You want me to deliver great customer service so what do I get out of this? Listen Rarely do employees listen or pay attention to what the customer wants. In 1979 I developed Feelings, the world’s first customer service program.

Customer Service 52

Customer Service Healthcare Retail Education 52

Fonolo

AUGUST 29, 2018

This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Are you maintaining an employee experience just as robust as you want to deliver for your customers?

Contact Center 271

Contact Center Non-Profits Technology Technology 271

Experience Investigators

OCTOBER 27, 2020

The plan typically includes suggestions for customer listening posts. Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. Listening posts: Help us understand individual customer needs and experiences closer to real-time.

Voice of the Customer 130

Voice of the Customer Close the Loop VOC Social Media 130

Intercom

DECEMBER 5, 2023

It’s great that your support team has reduced first response time by two hours with the help of your AI chatbot, but what does that mean for the rest of the company? Draw the lines between quicker responses and a better customer experience, and explain how that sets your business apart from the competition.

AI 97

AI Customer Service Customer Experience 97

Beyond Philosophy

AUGUST 5, 2023

We think we did something great, and we look forward to getting the feedback that tells us so. Unfortunately, when we do get the feedback, we discover that we weren’t quite so great as we thought we were. One of our listeners, Damien, found himself in this pickle recently. So, Damien asks, why the discrepancy?

Customer Experience 78

Customer Experience Customer Survey 78

Intercom, Inc.

DECEMBER 21, 2020

This was a year when it felt like history was unfolding in real time – rather than the narrative of our time taking shape gradually over months and years, events were seemingly getting inscribed straight into the collective memory every day, or sometimes every hour. The art of marketing in a crisis. John Collins, Director of Content.

E-commerce 232

E-commerce Healthcare Start-ups Engineering 232

Taylor Reach Group

APRIL 9, 2020

Everybody wants to improve the Customer Experience (CX) they provide, right? A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I have a bad experience with them, I move on.” ( Acquia Survey ).

CX 173

CX Contact Center Start-ups Customer Experience 173