Inside Customer Service

DECEMBER 2, 2021

That stitching looks soooo good." Their enthusiasm made it far easier to connect with customers and assist them. You might find them in sales, marketing, customer service, operations, or even finance. In other words, brand evangelists love you so much that they create more customers by sharing your story.

Retail 260

Retail Social Media Finance Sales 260

ECXO

APRIL 7, 2024

The Majestic Dance between AI and Humans in CX Indeed, in the luminous panorama of business ecosystems, the phrase “customer experience” has emerged as a cardinal point of focus. It is the narrative of a customer’s journey from the moment they hear about your brand until they become advocates for your solutions.

AI 111

AI CX Artificial Intelligence Predictive Analytics 111

Help Scout

AUGUST 22, 2023

Directing your tone and language to create positive, lasting memories for your customers is a staple in support. Not only should the whole experience be good, but most importantly, how that experience ends ought to be good. Read the full article

75

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Experience Investigators

APRIL 2, 2024

Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one! Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. And for good reason! What is a Touchpoint?

Touchpoint 52

Touchpoint Customer Journey Map Artificial Intelligence Customer Experience 52

Shep Hyken

JULY 19, 2021

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. Should the Chief Experience Officer Cease to Exist? How Consumers Now Define a Good Customer Experience by Jack M.

E-commerce 131

E-commerce Customer Service Contact Center Retail 131

Shep Hyken

AUGUST 9, 2021

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. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council.

Customer Service 131

Customer Service Social Media CX Customer Experience 131

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Shep Hyken

JULY 5, 2021

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. My Comment: Do your customers open your emails to them? They may even make you rethink how you email your customers.

Customer Service 133

Customer Service Customer Loyalty CX Customer Experience 133

Beyond Philosophy

FEBRUARY 25, 2023

Moreover, you are competing for customers’ time. So, when they do give it to you, they are going to evaluate whether that was a good move afterward. 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.

Customer Experience 88

Customer Experience 88

Experience Investigators

APRIL 2, 2024

Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one! Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. And for good reason! What is a Touchpoint?

Touchpoint 49

Touchpoint Customer Journey Map Artificial Intelligence Customer Experience 49

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Net Promoter Score 83

Net Promoter Score Customer Experience NPS Healthcare 83

Intercom, Inc.

JANUARY 31, 2023

And Intercom’s area of focus – customer service – is among those most poised to benefit. This means we need to think carefully about how to apply the tech in practice to make it truly useful. We always believe the best way to cut through the hype is by putting real features in the hands of our customers. Great stuff!”

AI 188

AI Start-ups Technology Technology 188

Shep Hyken

FEBRUARY 14, 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. Are You Asking the Right Customer Experience Questions? Here are my top five picks from last week. by Janelle Estes.

Customer Service 108

Customer Service Legal Customer Loyalty CX 108

Intercom, Inc.

SEPTEMBER 30, 2020

Ian MacLean is the Global Head of Customer Care at Aircall , the cloud-based phone system for modern business. With a mission to bring value to voice, Ian’s team of customer care specialists focus on building strong, lasting relationships with their customers, going far beyond just offering a plug-in phone system.

NPS 211

NPS Customer Expectations Sales Technology 211

Intercom, Inc.

DECEMBER 9, 2022

And this is why we decided to bring you a special episode about these latest developments in the world of AI, what they mean, and whether it’s time to apply it in real-life scenarios such as customer support. How’s it going? Des Traynor: Good. It’s good to have you back. And just like that, we’re at it again.

Machine Learning 279

Machine Learning AI Start-ups Engineering 279

Shep Hyken

APRIL 22, 2022

This week, we feature an article by Luke Jamieson, Regional Director at Centrical , the next-gen employee engagement and performance platform. He writes about the importance of engagement and employee experience to an organization’s productivity to business success. In fact, they are part of a complex, interconnected web.

Healthcare 112

Healthcare Contact Center CX Innovation 112

Customer Service Life

JANUARY 31, 2024

I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing quality.” He helped me create a basic form with a somewhat elaborate scoring system and I began scoring my team’s interactions with customers.

Contact Center 83

Contact Center Start-ups Customer Satisfaction Customer Service 83

ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. Expectations are set by the best experience on offer – inside and outside of the workplace – in Europe, in Asia, and across the globe. Where B2C goes, B2B follows.

B2B 122

B2B Innovation CX Education 122

Intercom, Inc.

SEPTEMBER 22, 2020

Strong customer relationships are more important than ever for business success, but the old ways of communicating and building relationships with customers are broken. Old communication tools, like email and forms, simply don’t match the ways modern customers want to talk, connect, and receive help.

Gambling 211

Gambling B2B Education Business Growth 211

Steven Van Belleghem

DECEMBER 19, 2022

How Decathlon is building an Offer You Can’t Refuse. I want to circle back a little bit to my Offer You Can’t Refuse concept, of which you can see a short refresher clip here: These days, customers have come to really expect four layers of value: They obviously want a good product.

Sports 136

Sports Retail CX Customer Experience 136

Shep Hyken

JULY 12, 2021

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 Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. Pun intended!)

Customer Service 116

Customer Service Retail Entertainment Social Media 116

Lumoa

JANUARY 15, 2024

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? If there is no one to answer their questions, there’s a good chance they’ll walk out of the store. In This Article: What is Conversational Commerce? What’s the warranty?

Customer Experience 83

Customer Experience Artificial Intelligence Net Promoter Score Touchpoint 83

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books.

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94

Intercom, Inc.

MARCH 24, 2021

Some 80% of customers are more likely to do business with a company that offers a personal experience. But as your company grows, how do you offer personalized support at scale without burning out your team or budget? How do I update my password?” Modern self-serve support is key to scaling smarter.

Start-ups 165

Start-ups Customer Expectations Customer Loyalty Engineering 165

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Customer Experience 110

Customer Experience Artificial Intelligence CXM E-commerce 110

Shep Hyken

SEPTEMBER 13, 2021

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. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. Here are my top five picks from last week.

Customer Service 134

Customer Service B2C Customer Loyalty B2B 134

Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. 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. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

Voice of the Customer 169

Voice of the Customer VOC Social Media NPS 169

Customer Service Life

DECEMBER 4, 2023

Image by Gerd Altmann from Pixabay Nothing can derail a perfect day in the contact center like a public comment from a customer calling your company out for a feature or service that you lack or something you failed to do. Here’s what the customer said: Having a customer service number to contact you would be nice.

Contact Center 100

Contact Center Customer Service Customer Experience 100

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. In this article, we will discuss how the combination of AI and human intuition can be applied to a range of sectors to help solve problems preemptively. The result?

Customer Service 84

Customer Service Predictive Analytics AI Artificial Intelligence 84

Beyond Philosophy

AUGUST 17, 2023

Many years ago, I read a book that changed my life, The Experience Economy by Joe Pine, founder of Strategic Horizons. As a pioneer in the experience movement, Pine has a new customer strategy concept that we discussed on a recent podcast, so I thought I would share what we learned here as well.

Hospitality 78

Hospitality Hospitality AI Technology 78

Shep Hyken

JUNE 28, 2021

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. America’s Best Customer Service Companies by Newsweek. It’s interesting how the scores determine the ranking.

Customer Service 129

Customer Service Government CX Start-ups 129

Execs In The Know

APRIL 9, 2024

Having spent the majority of my career in the customer care industry, I’ve had the opportunity to watch the continuous advancement of new and smarter technologies that improve contact center performance. Today’s customer care organizations continue to experience higher attrition rates than other industries.

Contact Center 52

Contact Center AI Technology Technology 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. Taking in the noise is part of the job, and we’re good at doing it. It’s simply become too loud.

Contact Center 271

Contact Center Non-Profits Technology Technology 271

CSAT.AI

DECEMBER 14, 2022

In our article “Failing in Customer Service” clearly there are companies that put profit first. To heck with employees and customers. However, a customer first policy is not always best, even for the customer, when it is missing key components for success. Employees are part of that satisfied customer big picture.

Sentiment Analysis 92

Sentiment Analysis B2C AI Customer Service 92

Help Scout

AUGUST 19, 2021

When a customer hits a snag while using your product, the first thing they interact with won’t likely be a helpful member of your team — it’s more often a knowledge base article. Much like your front door, you want to make your knowledge base articles as welcoming and friendly as possible. What is a knowledge base article?

Start-ups 126

Start-ups Education Engineering Customer Experience 126

Bill Quiseng

JULY 18, 2017

I had the great opportunity to interview Blake Morgan , customer experience futurist about her new book, More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences. Plenty of people have the goods – they’re smart, even talented.

Customer Experience 318

Customer Experience Contact Center Education Healthcare 318

Shep Hyken

JULY 26, 2021

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. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR

Customer Service 92

Customer Service Customer Retention Contact Center AI 92