Inside Customer Service

APRIL 8, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. We're working on ways to Wow our customers." Focus on being consistently good instead.

Sports 183

Sports Contact Center Customer Service Retail 183

Inside Customer Service

DECEMBER 2, 2021

That stitching looks soooo good." Their enthusiasm made it far easier to connect with customers and assist them. Their job is to get the word out about a company's products and services. You might find them in sales, marketing, customer service, operations, or even finance. Scratch that. Aren't those great?"

Retail 261

Retail Social Media Finance Sales 261

The Customer Service Blog

MARCH 22, 2024

Darren Bugg, Editor, The Customer Service Blog ……………….……. No legacy is so rich as honesty.” “Our doubts are traitors and make us lose the good we oft might win by fearing to attempt.” Henry V 11 “There is nothing either good or bad, but thinking makes it so.” Love sought is good, but given unsought is better.”

Customer Service 77

Customer Service 77

SurveySensum

MAY 6, 2024

In this blog post, we will delve into five impactful strategies for establishing a robust personal brand in the digital era. A good example of a brand story is the one that lays stress on the personal experiences. It will give your followers/customers the impression that you are honest and authentic.

Social Media 52

Social Media Start-ups Artificial Intelligence Education 52

Customer Service Life

OCTOBER 13, 2020

The other day I was reviewing emails sent to our customers to make sure they were doing all of the following behaviors (Coincidentally, these are the behaviors on our quality form): Making a human connection. Reviewing the customer’s history and notes. Empowering the customer. Properly authenticating the account.

Customer Service 182

Customer Service Contact Center Gaming Education 182

The Customer Service Blog

MARCH 21, 2024

Its loyal customers certainly seem to love the business, and we are often told that its staff members (or ‘partners’ to be technically correct) also love working at John Lewis. John Lewis is a company I have mentioned numerous times in my blog over the last few years. After all, this entire blog is about customer service!

Retail 57

Retail Finance Sales Customer Service 57

Inside Customer Service

AUGUST 12, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. "We A Customer Service Tip of the Week subscriber sent me that message. We have totally lost control."

Customer Service 183

Customer Service Contact Center 183

Customer Think

DECEMBER 29, 2022

My comments on Service Recovery as Your Superpower. So often I hear having a service and doing a great service recovery is good for you. Is an unnecessary service because of a defect good for a customer? If you reach this point, you do need service recovery. Make service a profit centre.

Manufacturing 120

Manufacturing 120

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? They unanimously agreed that 2024 is the year of the ICP (Ideal Customer Profile). The cohesion between these teams can significantly drive customer value and results, which impacts retention, expansion, and, ultimately, predictable growth.

Sales 108

Sales Business Growth Innovation AI 108

MattsenKumar

MAY 7, 2024

As organizations grow, outsourcing customer service has become necessary to ensure customer satisfaction. The expansion of organizations brings forth new challenges that require the expertise of a skilled customer service team to provide optimal solutions.

Customer Satisfaction 52

Customer Satisfaction Contact Center Customer Service CRM 52

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

FEBRUARY 10, 2020

The Greatest Avenger of the CX Universe – If you were going to hire a character from the Marvel Cinematic Universe to spearhead the customer experience effort in your organization, who would it be? Best Uses of AI in Customer Service – AI will continue to be an area of intrigue in 2020. Which companies get your vote?

Customer Service 149

Customer Service Contact Center AI Customer Loyalty 149

Inside Customer Service

OCTOBER 7, 2021

My latest book, The Service Culture Handbook , was taking off and I was receiving more inquiries than ever before. Companies that hired any customer service consultant were struggling to see any gains. Read on to learn three reasons why you shouldn't hire me or anyone else to help you grow your service culture.

Customer Service 148

Customer Service Customer Experience 148

Zendesk

AUGUST 9, 2023

To meet this growing need to nurture and support employees, businesses have been turning to services such as VirginPulse , a company that has seen incredible rates of growth every year: upwards of 15–20 percent. He directed his team to refresh the articles and revamp the site navigation, and now self-service articles number around 2,000. “We

Artificial Intelligence 97

Artificial Intelligence AI Customer Experience 97

CSAT.AI

DECEMBER 21, 2022

The holiday season is rife with customer service horror stories from both customers and workers. Here are happy holiday tales of customer service heroes to draw inspiration and good vibes from: . Here are happy holiday tales of customer service heroes to draw inspiration and good vibes from: .

Customer Service 86

Customer Service Sentiment Analysis AI CX 86

Inside Customer Service

SEPTEMBER 23, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. You don't need to be convinced that customer loyalty is important. How do you get customers to keep coming back?

Customer Loyalty 148

Customer Loyalty Start-ups Customer Service Customer Experience 148

The Customer Service Blog

DECEMBER 31, 2023

I thought I was pretty good at choosing stock market ‘winners’, but that can’t be said for my decision (exactly two years ago this week) to buy shares in Royal Mail, which have fallen an incredible 49% in value since I bought them in January 2022. The service delivered only 73.7% Oh well, you win some, you lose some! How wrong I was!

Government 75

Government Customer Service 75

Doing CX Right

SEPTEMBER 19, 2020

Who owns customer service? 8 strategies to get great customer service based on YOUR actions: 1. Be impeccable with your words, crafting your message based on the key principles to move the conversation toward a good resolution, within the limits of what is reasonable and possible. Know what you want.

Customer Service 126

Customer Service Social Media CX Customer Satisfaction 126

Intercom, Inc.

MAY 13, 2022

Lead generation uses marketing to generate interest for a company’s products and services, turning a lead into a prospect and nurturing them down the marketing funnel. A lead generation strategy is an intentionally designed, multi-faceted plan to stimulate customer interest. What are lead generation services?

B2C 118

B2C Social Media B2B Sales 118

Shep Hyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. Here are my top five picks from last week.

Customer Service 129

Customer Service Government CX Start-ups 129

MattsenKumar

OCTOBER 12, 2023

As organizations grow, outsourcing customer service has become necessary to ensure customer satisfaction. The expansion of organizations brings forth new challenges that require the expertise of a skilled customer service team to provide optimal solutions.

Customer Service 84

Customer Service Customer Satisfaction Contact Center CRM 84

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. On the other hand, the CCO focuses on what happens after the sale, overseeing onboarding, customer support, driving retention, and minimizing churn.

Customer Acquisition 92

Customer Acquisition Sales CRM Innovation 92

Steven Van Belleghem

MARCH 23, 2022

Health services to the home. More and more organizations are building their services around the customer, actually going to them. Well, today, we’re going to see more and more “services to the home” (STTH). Well, today, we’re going to see more and more “services to the home” (STTH). Groceries to the home.

Retail 120

Retail Healthcare Start-ups CX 120

Lumoa

AUGUST 18, 2022

” – a never-ending question asked to a customer in multiple ways and various forms. Somehow, it feels like it’s a DeJa’Vu moment happening daily because as what every company tells its customers, “Your opinion matters” or “You are important to us”. I mean, we get it. Undefined goals.

Customer Journey Map 83

Customer Journey Map Close the Loop Customer Feedback Start-ups 83

Customer Service Life

OCTOBER 28, 2023

One such thing was requiring my team to end every call by asking customers, “Is there anything else I can help you with.” In an article, that is still one of my most commented-on blog posts , I spoke of the true intent of this question. actually means, “Customer, you’ve been talking for a long time.

Contact Center 104

Contact Center Customer Satisfaction Customer Service Customer Experience 104

TeamSupport

AUGUST 24, 2020

As a customer service professional, you have all sorts of data at your fingertips. From time to first response to hourly ticket totals to the number of chat sessions per day and everything in between, a good customer service system can provide you with the metrics needed to improve your service operation.

B2B 97

B2B Start-ups Customer Experience Management Customer Service 97

Fonolo

NOVEMBER 29, 2023

Active listening is an essential skill for contact center agents for one very good reason: customers want to be heard. Come to think of it, everybody wants to be heard! Of course, customers want a lot of other things , too. Call-backs are great for bridging the gap between self-service and live calls, by the way.)

Contact Center 87

Contact Center Customer Satisfaction Healthcare Start-ups 87

Fonolo

NOVEMBER 7, 2018

It could be argued that customer service is uniformly about a few core things: Giving consumers agency; shepherding them towards a positive outcome to their problems; and providing solutions and smiles by whatever means (and using whatever technology) necessary. Service Levels. And, you know, we’re here to help. Look it up.

Contact Center 182

Contact Center Technology Technology Customer Loyalty 182

CSAT.AI

MAY 24, 2022

Updated May 2022 Following our previous blogs which cover agent abuse is the question of banning bad customers. The goal is for both the customer and the agent to have positive experiences that benefit everyone and the bottom line. An abusive agent is detrimental to a company, as is an abusive customer.

Customer Service 85

Customer Service CX Customer Satisfaction 85

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Touchpoint 104

Touchpoint AI Gaming Innovation 104

ModSquad

APRIL 13, 2021

If you read the “About Us” page on a company website, you may see text about “providing great customer service” or “service excellence.” To truly provide service excellence, you have to go above and beyond meeting the basic needs of your customers. Convenience is Key.

Customer Experience 119

Customer Experience Customer Loyalty Customer Service 119

TeamSupport

JUNE 20, 2023

Compounding these hurdles is the fact that providing excellent customer support is facing its own set of challenges. As customer support demand continues to increase by 11% per year, reduced staffing levels is causing 75% of customer service agents to face a serious risk of burnout.

CX 97

CX Customer Satisfaction Customer Experience Customer Service 97

VOZIQ

DECEMBER 17, 2020

Recently, VOZIQ’s predictive customer retention solution was honored for consistent innovation and extraordinary value creation and won the 2020 Product of the Year award. We want to share with you some of our most popular blogs of 2020, in case you missed them when we first published them. We hope you will find this useful!

Customer Retention 98

Customer Retention Text Analytics AI Engineering 98

Customer Service Life

APRIL 14, 2021

I periodically have a variety of updates and resources that I’ve contributed to that I want to share on this blog. Unwritten Rules of Customer Service. On March 16, I joined the Engati podcast to talk about all things customer service and customer experience. Advice for New Customer Service Leaders.

CX 83

CX Contact Center B2B Customer Service 83

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. It’s worth noting that companies with any of these primary cultures can still deliver good customer service experiences. Strategies for company executives.

Customer Service 139

Customer Service Sales Start-ups Voice of the Customer 139

Totango

JANUARY 19, 2022

Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start. Top Skills Needed for All Customer Success Manager Jobs.

Start-ups 103

Start-ups Social Media Engineering Education 103

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