Shaun Belding

MARCH 14, 2022

What is the Difference Between Outstanding Customer Service and WOW Customer Service? When a company approaches us about customer service training programs, one of the first questions we ask is, “What are you hoping to achieve with the training?” Shaun Belding | www.beldingtraining.com.

Customer Service 147

Customer Service 147

Uniphore

NOVEMBER 19, 2021

By Jeannie Walters The future of customer experience is exciting in many regards, but what’s happening around low code/no code opportunities is downright fascinating. I had the privilege of interviewing Umesh Sachdev, CEO of Uniphore, and Yochai Rozenblat, former CEO of Jacada, soon after the acquisition of Jacada was finalized.

Customer Experience 264

Customer Experience Contact Center AI Technology 264

Inside Customer Service

NOVEMBER 18, 2021

They know I create a lot of content around customer service training, so they ask me for some recommendations. Can I suggest a class, a blog, or a book to help them? This might seem like strange advice coming from someone who makes a living from online training classes , has a blog , and has written several books.

Start-ups 130

Start-ups Sales Customer Service 130

Inside Customer Service

DECEMBER 2, 2021

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. Now, imagine that customer is also an employee.

Retail 260

Retail Social Media Finance Sales 260

NGDATA

MARCH 6, 2024

Customer DNA uses customer data to provide a complete view of customers, enabling enterprises to create personalized experiences that increase brand loyalty and customer value. With predictive capabilities, Customer DNA helps enterprises stay ahead of the competition and deliver exceptional customer experiences.

Customer Experience 52

Customer Experience 52

C3Centricity

MARCH 12, 2024

What is the cornerstone of sustainable growth and competitive advantage today? The answer is that a business can benefit from technology in this digital age to attract high-quality traffic and engage customers effectively. They seek personalized experiences, and value authenticity and engagement over generic sales pitches.

Entertainment 90

Entertainment Engineering Education Customer Satisfaction 90

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. In retrospect, this was a wonderful CX lesson.

Customer Service 78

Customer Service Contact Center Voice of the Customer CX 78

Steven Van Belleghem

MARCH 27, 2023

So when Weiss founded direct-to-consumer makeup and skincare brand Glossier, it already had a cult-like following from her blog. The reason why Glossier is so extremely successful is because of its die-hard customer first culture and that’s why I wanted tell you about them. million in Series A funding.

CX 120

CX Social Media Customer Relationship Customer Feedback 120

Logicalware

JANUARY 6, 2022

Check out our top five most-read blogs below. Total Experience: The technology trend set to shake up customer service in 2021. in October 2020, Gartner declared Total Experience (TX) one of the top strategic technology trends to watch in 2021. So what is it and why was it especially important for contact centres in 2021?

Technology 98

Technology Technology Customer Expectations Customer Service 98

C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. And customers expect businesses to be constantly adapting and preparing for their future needs. Thriving in this dynamic environment requires a commitment to continuous improvement and a deep understanding of customer needs and preferences.

Social Media 90

Social Media Customer Feedback Innovation Customer Satisfaction 90

Hodusoft

APRIL 4, 2024

Enhancing CX with HoduCC Omnichannel CX Suite: An All-In-One Solution for Modern Businesses In today’s competitive business landscape, providing excellent customer experience (CX) is not only a differentiating factor but a necessity. Are you finding it challenging to provide a seamless experience across various touchpoints?

Omnichannel 52

Omnichannel CX Social Media Contact Center 52

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. What is Pendo? What is Mixpanel?

Finance 91

Finance Customer Retention Sales Technology 91

CSAT.AI

JULY 13, 2022

Here are some aspirational customer experience quotes from the pros on practices to aim your business for the stars. If your brand is used in a sentence to position it as the brand that others should emulate, then you are operating at a Trademark level of service.” – Shep Hyken When Your Company Becomes a Verb , Hyken blog .

Customer Experience 93

Customer Experience CXM Contact Center Innovation 93

The Customer Service Blog

JANUARY 17, 2024

The Customer Service Blog has featured several articles about Britannia Hotels and their terrible reputation with the British public. Readers of this blog will already know that Britannia are often ranked as the worst chain in the UK by the public. What do the Public Say? What about other hotel chains?

Customer Satisfaction 82

Customer Satisfaction Customer Service 82

Totango

APRIL 4, 2024

“What’s your company’s most important business outcome in 2024?” If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? This is what businesses need to survive in today’s environment. Establishing a source of truth across teams.

Sales 89

Sales Start-ups Gaming Customer Satisfaction 89

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? Beyond “buy 10 get one free”: What is customer loyalty? Thanks for continuing to read this blog.

Customer Service 149

Customer Service Contact Center AI Customer Loyalty 149

Intercom

DECEMBER 19, 2023

The potential for generative AI to revolutionize customer service was obvious from the moment we first had a conversation with ChatGPT, and our AI and Product teams sprung into action. We can’t wait for what 2024 has to offer – we have some big plans in store, and believe us when we say it’s going to be a lot of fun. and brains ?:

AI 96

AI Engineering Sports Customer Service 96

Fonolo

JULY 5, 2023

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. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 89

Customer Satisfaction CRM Actionable Insights Social Media 89

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

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Reading about the tools and techniques that other companies are using to provide excellent experiences helps inform your team and strategy on doing the same. Motivational quotes on customer service.

Customer Service 82

Customer Service Artificial Intelligence Start-ups Education 82

Zendesk

JUNE 28, 2023

Things move fast in the world of AI, and that pace of change evokes mixed feelings for people working in customer support. While the technology shows obvious potential for helping businesses provide richer customer experiences, it also spawns concerns about the unknown. That idea has driven Zendesk’s AI offerings, she said.

AI 96

AI Sentiment Analysis Technology Technology 96

Doing CX Right

SEPTEMBER 19, 2020

Who owns customer service? We dive deep into using emotional intelligence to have great experiences. It isn’t what you expected. Clearly you are unhappy—or, really, irate—so, what do you do? 8 strategies to get great customer service based on YOUR actions: 1. Know what you want. So disappointing.

Customer Service 126

Customer Service Social Media CX Customer Satisfaction 126

Fonolo

MARCH 21, 2024

Instead of the chaos, picture this: shorter hold times, happier customers, and efficient call routing — all at your fingertips. In this blog, we’ll unpack how virtual queuing works, explore the capabilities of call-back software and share tips to help you optimize your contact center operations. What is Virtual Queuing?

Contact Center 75

Contact Center Technology Technology Customer Satisfaction 75

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

Zendesk

DECEMBER 14, 2023

Tom Eggemeier knows a thing or two about customer experience. “They gave amazing, proactive, personalized customer service to the people that shopped in their store, and I remember being in there,” he says. “They knew everyone’s name, they anticipated what they needed.”

AI 69

AI Customer Service Retail Innovation 69

SurveySensum

JANUARY 26, 2024

When the package arrived, she found some glitches and contacted customer support for assistance. The responsiveness and effectiveness of the support team in resolving her issue became a pivotal moment in Claire’s customer journey. Claire’s story encapsulates the essence of a customer journey. What is a Customer Journey?

Social Media 52

Social Media Touchpoint Start-ups Customer Feedback 52

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. So, what to do with this list? by Carl Smith.

Customer Service 129

Customer Service Government CX Start-ups 129

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.

Customer Service 136

Customer Service Contact Center Social Media CX 136

VOZIQ

NOVEMBER 20, 2023

Through our best-of-customer intelligence series, we unravel the wisdom distilled from the best minds on the internet, offering a roadmap for subscription businesses to become the trailblazers of change and innovation. Read this blog to explore three important predictions for 2024 for customer-facing leaders.

Predictive Analytics 52

Predictive Analytics Customer Retention AI Social Media 52

Zendesk

JANUARY 17, 2024

And as Zendesk’s Joey Edwards-Lebair explains in this latest episode of Conversations with Zendesk, businesses and their customers are entering the era of intelligent CX. What sets this moment in time apart is really the convergence and synergies of capabilities and technologies coming together,” Edwards-Lebair said.

CX 69

CX AI Technology Technology 69

Intercom

DECEMBER 5, 2023

We’ve just seen the release of what’s become the most iconic end-of-year compilation: Spotify Wrapped. And it’s a true masterclass in getting people invested in what might seem like, on the face of it, boring data. What do you want them to come away with? More evidence that catchiness is key.)

AI 97

AI Customer Service Customer Experience 97

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. I have been a big fan of her customer experience articles that regularly appear in Forbes.

Customer Experience 318

Customer Experience Contact Center Education Healthcare 318

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Teaming leaders from each of these functions to focus on a respective industry, these “pods” work together to build deep knowledge and vertical expertise.

Sales 89

Sales Scorecard NPS Customer Acquisition 89

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”. The question is, what can a business do to turn things around?

Customer Journey Map 83

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

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! We hope so! At Totango Live!

Customer Journey Map 97

Customer Journey Map Construction Touchpoint B2B 97

Customer Think

FEBRUARY 4, 2022

How do we change, adapt new methods, approaches, even entirely new business models to engage our customers more effectively? The post Driving Innovation In Selling first appeared on Partners in EXCELLENCE Blog -- Making A Difference. How do we learn and grow? Sadly, too often, we don’t challenge ourselves with these questions.

Innovation 116

Innovation Sales 116