Shep Hyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. An updated loyalty program can help keep you connected to customers. Here are my top five picks from last week.

Customer Service 65

Customer Service Hospitality Hospitality Customer Experience 65

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? Server interruptions.

B2B 94

B2B Customer Service B2C Net Promoter Score 94

Zendesk

APRIL 2, 2021

That’s one reason why the Zendesk Customer Experience Trends Report 2021 segmented survey respondents by generation. We found that although both groups are similar in many ways, Millennials and Gen Zers have some different attitudes toward customer service experiences, brand loyalty, and support channels.

Customer Service 98

Customer Service Start-ups Artificial Intelligence Omnichannel 98

Logicalware

JUNE 6, 2022

The adoption of chatbots has been rising steadily for years now, helping businesses not only increase conversions and sales, but also improve customer experience and satisfaction. In this article, you’ll learn a bit more about the role of chatbots in customer service and how to successfully launch a chatbot on your website.

AI 97

AI Start-ups Sales Customer Feedback 97

Shep Hyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The article starts with a short case study of Panera which offered all their “Unlimited Sip Cup” to their “members” for $8.99/month.

Customer Service 57

Customer Service NPS Customer Loyalty Start-ups 57

Shep Hyken

MAY 9, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Experience Conundrum: Fix Bad Experiences or Make Good Ones Better? by Michael Manfredo.

Customer Service 61

Customer Service E-commerce Customer Loyalty Engineering 61

Shep Hyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before. Follow up with customers after-sales.

Customer Experience 90

Customer Experience Artificial Intelligence Customer Expectations Innovation 90

Shep Hyken

APRIL 25, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience.

Customer Service 57

Customer Service Retail Customer Loyalty Start-ups 57

Intercom, Inc.

MARCH 16, 2018

Sometimes your customers really want to use your feature or product, but they also want something else that simply isn’t compatible with it. McDonalds and Weight Watchers are selling wildly different products, but they’re competing for the same customers. The attractiveness of the outcome of your product vs the other product.

Business Growth 219

Business Growth Start-ups Innovation Sales 219

Fonolo

MARCH 23, 2021

Running an effective call center is all about resolving customer issues in a timely fashion. Your ASA rate reflects how successful your customer service and call center operations are. Upset customers who are kept waiting will be sure to express their grievances. Why is ASA Important? Low Efficiency.

Customer Satisfaction 121

Customer Satisfaction Customer Service 121

SurveySensum

AUGUST 9, 2022

And an intelligible survey tool offers actionable insights, detailed reports, and powerful analytics to improve the decision-making of an organization and inculcate customer feedback into the processes. Introduction – Qualtrics vs SurveyMonkey vs SurveySensum. 2 – Customization capabilities. SurveySensum.

Sentiment Analysis 52

Sentiment Analysis NPS ML Start-ups 52

CSAT.AI

JANUARY 25, 2023

As this BBC article indicates , Japan and France are examples of cultures with reduced WFH and hybrid interest. SQM Group also had a study including 500 call centers in North America “assessing operational, employee, and customer experience data” pre and post pandemic. Only 7% seek to have supervisors in-office full time.

Contact Center 96

Contact Center Sentiment Analysis AI CX 96

Totango

MAY 5, 2021

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience.

Net Promoter Score 118

Net Promoter Score Customer Experience NPS Education 118

Lumoa

MARCH 31, 2021

We spend lots of time, energy, and effort getting feedback and insight from customers. Or, perhaps, it could help you overhaul your customer journey. In this article, we cover what actionable insights are, why they’re important, how to collect the information you want and some tips on taking action. What are Actionable Insights?

Actionable Insights 83

Actionable Insights NPS Net Promoter Score Customer Feedback 83

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). Market Research vs. VoC.

VOC 210

VOC CEM CX Customer Feedback 210

PeopleMetrics

AUGUST 31, 2018

Customer service (CS) is critical for delivering a great customer experience (CX). Customer service is part of the overall customer experience, not the entire customer experience. For example, let’s say a customer is getting broadband internet services installed at her home.

CEM 117

CEM Touchpoint Customer Service CX 117

Fonolo

MARCH 3, 2022

In an article by Destination CRM, founding partner of International Customer Management Institute (ICMI) Brad Cleveland asserts that COVID-19 shifted 80% of in-person call centers to virtual call center environments. Here are a few of its common characteristics: Customer satisfaction oversight. What is Call Center Management?

Customer Satisfaction 87

Customer Satisfaction Technology Technology CRM 87

Shep Hyken

OCTOBER 6, 2022

This week, we feature an article by Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares the value that customer emotions bring to a company. Where do customer relationships feature on those journey maps?

Predictive Analytics 65

Predictive Analytics Customer Journey Map Touchpoint Customer Relationship 65

Zendesk

MAY 26, 2021

Customer service can make or break a business. In this guide, we’ll share how to set your business up for customer service success. The definition of customer service. It’s also the processes that support the teams making good customer service happen. How has customer service changed?

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

Inside Customer Service

APRIL 1, 2021

According to this article from CBC, video interview platforms such as HireVue, Knockri, and VidCruiter saw dramatic increases in volume during 2020. That right there shows me that I wouldn't want to work for that company," said Stephanie Persic, a customer service representative. Employers are rapidly adopting this technique.

Customer Service 148

Customer Service 148

CX Accelerator

APRIL 23, 2019

Within six months, I was speaking the Queen’s English, a choice that contributed to many meaningful professional and personal experiences in the UK. It was a humbling experience. As I learn more about these capabilities, my thoughts naturally gravitate toward my profession, customer service and success.

Innovation 140

Innovation Customer Satisfaction Machine Learning AI 140

CSAT.AI

JANUARY 18, 2023

Eliminating any human customer service support, like Frontier Airlines has done, is a bold choice. Digital customer service options are able to help manage the support challenges businesses are facing. The question is, should they be the only options customers have? Customers value authenticity more than ever.

Customer Service 85

Customer Service AI Sentiment Analysis CX 85

Helpt

MARCH 8, 2023

In today's digital age, customers have extremely high expectations for high-quality technical support for the products and services they use. For example, in a survey conducted by Hubspot , they found that 58% of those surveyed said that they have higher standards for customer service now compared to a year ago.

Customer Satisfaction 52

Customer Satisfaction Customer Retention Customer Experience Customer Service 52

Intercom

MAY 23, 2023

We recently shared some early insights from our research into the effects of AI on customer service. To understand the impact of AI on the customer service industry, we surveyed over 1,000 global support leaders and practitioners. At this point, we’re confident that there’s no reason to be alarmed.

Customer Service 59

Customer Service AI Machine Learning Start-ups 59

Totango

AUGUST 21, 2020

An enterprise cannot survive without satisfied customers to support it. This has always been true, but never has it been more true than in the era of customer-centricity that we now live in. Investing in, and effectively managing, customer success is vital to ensuring the long-term stability and growth of your enterprise.

NPS 78

NPS Sports Customer Retention Sales 78

Beyond Philosophy

JANUARY 10, 2019

Understanding Customers’ Mental Budgets. The answer is found in the concept of mental accounting, and it might have significant implications for your Customer Experience. We discussed how our mental accounting affects our behavior as customers in our recent podcast. It wasn’t a huge amount, but it was a nice windfall.

Customer Experience 127

Customer Experience Entertainment CX 127

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses.

B2B 84

B2B Net Promoter Score Education Social Media 84

Beyond Philosophy

MARCH 10, 2022

What’s more is that research shows that using this simple formula can be magical for your Customer Experiences, too. . We extended the invitation after reading an article in Fast Company from last May about Durante’s latest research about the psychological effects of experiencing serendipity. .

Manufacturing 97

Manufacturing CX Customer Experience 97

Fonolo

JUNE 5, 2019

Big question: How should text-based communication work alongside voice for customer service? Chat vs. Messaging. Chat gained popularity quickly when customers realized chatting could be more pleasant than calling; and companies realized that agents could handle multiple conversations in parallel (thus lowering costs).

Customer Service 73

Customer Service Contact Center B2C CRM 73

Zendesk

JULY 16, 2021

Messaging apps have the highest customer satisfaction rating of any support channel and their usage has skyrocketed. In fact, the volume of support tickets over WhatsApp alone jumped 101 percent in 2020, according to our 2021 Customer Experience Trends Report. WhatsApp vs. WhatsApp Business vs. WhatsApp Business API.

E-commerce 105

E-commerce Start-ups CRM Customer Relationship 105

Totango

OCTOBER 20, 2020

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience.

Customer Experience 87

Customer Experience Net Promoter Score NPS Education 87

SugarCRM

JUNE 9, 2022

It’s no longer enough to provide the best product or service. Many prospects won’t ever become customers if their experience turns them off. Instead, delivering a great first impression and repeating that performance with consistency and excellence is the key to forming a relationship and gaining customer loyalty.

CRM 49

CRM Manufacturing Gaming Engineering 49

CSAT.AI

JANUARY 18, 2022

There are many aspects to leading in customer service success. Depending on the company, customer service can conjure anger and disappointment or warm fuzzies and devotion. Today we’re looking at: Industries known for great service Companies that are setting the standard What makes a great customer experience.

Customer Service 52

Customer Service Net Promoter Score Manufacturing Retail 52

Totango

MARCH 25, 2021

No one knew what the “new normal” meant for the market, industry, businesses, or customers. As protecting and growing customers became the number one priority, businesses looked to technology to help them adapt to the rapidly changing circumstances and stay close to their customers while remaining socially distanced.

Real Estate 62

Real Estate Hospitality Hospitality NPS 62

SixteenVentures

SEPTEMBER 10, 2020

It’s critical to understand why your customers churn, but if you’re relying solely on the reason the customer gives you for that churn, you’re definitely missing the actual reason. It’s easy to just ask a customer why they’re cancelling or not renewing and to leave it at that. It is necessarily incomplete and generic.

Start-ups 131

Start-ups Finance Customer Acquisition CRM 131

Beyond Philosophy

APRIL 9, 2020

However, these incentives could be doing a lot more than that, which can have beautiful or terrible effects on your customer-driven growth. Harvard Business Review published Lieberman and her partner Kristen Duke’s research in an article, “ Why We’re Incentivized by Discounts and Surcharges ” in February of this year.

Finance 174

Finance Compliance Start-ups CX 174

Beyond Philosophy

JANUARY 15, 2018

We are going to take a closer look at each of these ideas in a series of three articles. Williams Sonoma conducted an unwitting “experiment” that demonstrated the concept of Reference Points in the late 1980s. Reference Points Affect Experiences, Too. Reference points can also change how we view an experience.

Customer Loyalty 145

Customer Loyalty Customer Experience Sales 145