Shep Hyken

NOVEMBER 11, 2022

He shares how companies can use QR codes to improve customer service and experience. For instance, QR codes can effectively be implemented in customer service. In this blog post, we will look at some of the most creative ways companies employ QR codes to help customers and provide a matchless customer experience.

Customer Service 57

Customer Service Social Media Hospitality Hospitality 57

Fonolo

APRIL 19, 2018

I know I recently spoke about the importance of reading vs. watching television in my latest blog on the top customer experience books , but let’s not completely underestimate the power of the tube. Below I’ve illustrated seven lessons about customer service we can all learn from TV shows, movies, and even cartoons! .

Customer Service 101

Customer Service Hospitality Hospitality Contact Center 101

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach. In the end, everything is connected.

Customer Experience Maturity Model 94

Customer Experience Maturity Model B2B CX Customer Experience 94

Fonolo

NOVEMBER 27, 2018

Good customer service is crucial to the success of any business. Now imagine that your hands are tied in a million different ways and you’re unable to resolve the bulk of the customer complaints that are on the rise. This is why empowering a customer service team can be key to the overall success of any company.

Customer Service 57

Customer Service Contact Center Engineering Hospitality 57

Fonolo

AUGUST 3, 2017

We’ve all had our share of amazing customer service experiences, and we can attest that when a company goes above and beyond the call of duty we not only share those experiences, we also become loyal customers. Here are 5 tear-jerking customer experience stories for you to enjoy. “Around 4 a.m.

Customer Experience 83

Customer Experience Hospitality Hospitality Contact Center 83

Shep Hyken

JUNE 28, 2022

Convenient Customer Feedback In Realtime. How to Use Customer Feedback to Improve Performance. Shep Hyken interviews Adam Alfia, co-founder of Feedback. He has a firmly entrenched background in high-end hospitality and entertainment. Top Takeaways: There is a slow death of customer service.

Social Media 57

Social Media Entertainment Customer Feedback Sports 57

Lumoa

JULY 10, 2018

Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer. Not always, but often.

Customer Experience 121

Customer Experience NPS Text Analytics Customer Satisfaction 121

Zendesk

MAY 19, 2021

Many customer service agents reach a point in their career when they decide they want to transition into a new role. Those next steps could take you in many directions: sales, customer success, or people ops, to name a few. But one of the most likely moves is to become a customer service manager.

Customer Service 52

Customer Service Hospitality Hospitality Construction 52

Zendesk

SEPTEMBER 23, 2022

The pressure is on healthcare companies to deliver a better end-to-end customer experience—otherwise, it is truly an insult to injury. Only 18% of healthcare customer service agents say they are effective at finding the information needed to do their job well. Success is within reach.

Healthcare 52

Healthcare CX Hospitality Hospitality 52

Experience Investigators

JULY 26, 2022

Customer experience leaders report that teamwork and cross-functional cooperation are some of the top drivers to achieving customer experience success. The more we treat CX as a team sport, the more likely it is for us to achieve meaningful outcomes for both our customers and our organizations. Challenge #1.

CX 52

CX Sports Customer Journey Map Hospitality 52

Shep Hyken

JANUARY 7, 2022

Josh Liebman is the Guest Experience Evangelist for ROLLER Software , a company that works with leisure and entertainment businesses to help them deliver better guest experiences. He shares the four reasons why businesses should not shy away from customer complaints. You’ll find that the former far exceeds the latter.

Entertainment 77

Entertainment Hospitality Hospitality Start-ups 77

Fonolo

JULY 5, 2023

This is the best way to prevent damage and creates a very personal, attentive service. The best way to approach customer service is to be proactive: solve a problem before a customer notices and their respect and appreciation of your brand will get a massive boost. Customers don’t want to call you in the first place.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

SurveySensum

OCTOBER 31, 2023

Do you often use ‘ customer experience ’ and ‘ customer service ’ interchangeably? This brings us to the debate of customer experience vs customer service. Understanding the differences between both is vital for your business to thrive in the customer-centered world.

Net Promoter Score 52

Net Promoter Score Customer Service Customer Experience E-commerce 52

InteractionMetrics

JULY 22, 2019

For a market with huge impact and under tremendous scrutiny, you would expect medical organizations to take an interested, data-driven approach to measuring the patient experience (PX). From what I observe, when it comes to measuring the patient experience, good survey design is rare. One of my friends has stage 4 breast cancer.

Mystery Shopping 40

Mystery Shopping Hospitality Hospitality Healthcare 40

InteractionMetrics

JULY 22, 2019

For a market with huge impact and under tremendous scrutiny, you would expect medical organizations to take an interested, data-driven approach to measuring the patient experience (PX). From what I observe, when it comes to measuring the patient experience, good survey design is rare. One of my friends has stage 4 breast cancer.

Mystery Shopping 40

Mystery Shopping Hospitality Hospitality Healthcare 40

Lumoa

OCTOBER 15, 2023

How often should you collect customer feedback? There is more and more discussion about this question, especially now living in an era where customer feedback is louder than ever. It’s clear that overwhelming customers with frequent, long surveys aren’t a practical strategy.

Customer Feedback 83

Customer Feedback Text Analytics Hospitality Hospitality 83

Zendesk

MAY 17, 2022

Knowledge is power—especially when you’re looking to improve your customer experience. According to the Zendesk Customer Experience Trends Report 2022 , customer engagement is up 14 percent compared to last year. Customers rate their likelihood on a scale of 0 to 10, with 10 being “very likely” to recommend.

Customer Satisfaction 98

Customer Satisfaction NPS Net Promoter Score Retail 98

Fonolo

JANUARY 4, 2022

Customer service expectations continue to increase, and only the best businesses keep up. The statistics show that superior customer experiences generate more return customers, increased loyalty, and higher profits. Statistics that Demonstrate the Value of Good Customer Service. Source: Bain&Co.

Customer Service 142

Customer Service Social Media Contact Center Artificial Intelligence 142

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Customer Bliss

JUNE 6, 2018

How do you take insights from customers and drive better decision making and better product delivery? This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience.

VOC 88

VOC CX NPS Hospitality 88

Fonolo

APRIL 4, 2023

Customer service expectations in the contact center continue to increase, and only the best businesses keep up. Customer service statistics show that superior CX generates more return customers, increases loyalty, and helps generate higher profits. Source: ArenaCX Customers are 5.1

Contact Center 81

Contact Center Customer Service Social Media Artificial Intelligence 81

Totango

AUGUST 21, 2020

Customer success is often mistakenly conflated with other business methodologies, so it is important to know the difference and what sets customer success apart. Customer Service Vs. Customer Success. Customer service is reactive and focuses on addressing specific customer problems swiftly and effectively.

NPS 78

NPS Sports Customer Retention Sales 78

Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel. QUI CUSTOMER SERVICE LEADERSHIP STRATEGY.

Social Media 167

Social Media Customer Service Education Retail 167

Help Scout

MAY 21, 2019

Instead of simply racing towards the lowest price, you can confidently speak to the specific needs of your customer. Developing a value proposition requires awareness of a range of factors, including: Customer feedback. Airbnb first became known as a leader of the sharing economy, disrupting the hospitality industry.

Hospitality 40

Hospitality Hospitality Touchpoint Start-ups 40

Lumoa

APRIL 14, 2021

About the episode: Most of us understand that customer experience is something highly relevant for a business. Improved customer experience is equal to improved retention, decreased churn, and improved competitiveness, which leads to revenue growth. Our guest: Joahnna Sinkkonen , CEO and co-founder of Lumoa. Sofia: Right.

Customer Experience 94

Customer Experience CX Net Promoter Score Start-ups 94

Callminer

FEBRUARY 27, 2019

We gathered best practices from 25 industry experts on voice of the customer programs and here is their advice: 1. Implement the technology possible to listen to your customers in real-time. Customer perceived quality and above-average customer service have been proven time and again to be leading drivers of business success.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

Experience Investigators

OCTOBER 3, 2023

Your customers actively give clues about (or directly tell you!) how to improve their experience. A lot of customer experience teams focus on collecting surveys. Surveys can certainly help us see patterns around satisfaction, loyalty, and other key performance indicators—but customers are getting tired of them.

Sentiment Analysis 98

Sentiment Analysis Artificial Intelligence Social Media Hospitality 98

SurveySensum

AUGUST 24, 2023

According to the Harvard Business Review article, Kick-Ass Customer Service , 81% of customers stated that they intend to take care of matters by themselves before reaching out to a customer service representative. And this will enable you to retain your customers and make them feel loyal to your brand.

Touchpoint 52

Touchpoint AI Hospitality Hospitality 52

Callminer

JULY 23, 2019

Providing accurate, real-time, and consistent feedback plays an important role in employee engagement , which in turn improves employee satisfaction and motivates agents to provide excellent customer service. Setup a customer feedback stream for agents. Understand both feedback and coaching.

Contact Center 140

Contact Center Construction Start-ups Net Promoter Score 140

Execs In The Know

MARCH 4, 2022

Enter customer journey analytics: a solution that eliminates data silos and combines otherwise segmented data to empower marketers to improve the customer experience throughout the entire customer journey, from end to end. Here’s what you need to know about customer journey analytics, its benefits, and how it works.

Customer Journey Map 98

Customer Journey Map Touchpoint Machine Learning Unstructured Data 98

PeopleMetrics

JANUARY 28, 2021

3 Business Lessons from Customer Experience Entrepreneur Sean McDade PhD. Audrey Squaresky: I'm Audrey Squaresky - I'm the Director of Customer Experience here at PeopleMetrics. I think at the time when I started, my only understanding of customer feedback was as a customer of.

CX 62

CX Pharmaceutical Start-ups Text Analytics 62

Aquire

JANUARY 16, 2022

Customers expect chatbots to help them with practical issues, such as getting a quick answer in an emergency or finding a human assistant. Chatbot use cases for customer service and support. Customers can get instant support from your chatbot, especially when there’s an emergency or if it’s after hours.

Government 52

Government Healthcare Retail AI 52

SugarCRM

SEPTEMBER 5, 2019

Customer feedback. But one of the major mistakes most businesses make is that they do not pay much attention to the customer feedback implementation process. With the help of right SugarCRM Survey Modules , you can implement a proper automated feedback process. It’s time to improve customer service.

NPS 30

NPS Net Promoter Score Transportation Hospitality 30