November, 2022

article thumbnail

Five Ways to Make Customers Feel Special

Shep Hyken

An important goal of a good customer experience is to make the customer feel special. That special feeling can come in many different forms.

article thumbnail

3 Ways to Prevent “Customer from Hell” Experiences

Shaun Belding

There has been a lot of research over the years on the things that make customers cranky. There is some surprising science to preventing customer conflict. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

30 business leaders share tips for building customer loyalty

Callminer

Building customer loyalty is one of the most valuable things a business can do to ensure long-term success, but where do you start? This blog offers 30 tips for building customer loyalty

article thumbnail

Building a Great CX Team

CX Accelerator

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary.

CX 265
article thumbnail

The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

article thumbnail

How to hold customer service employees accountable

Inside Customer Service

Accountability is difficult. Some managers want to avoid a confrontation. Others struggle with timing in a fast-paced environment. For a few managers, accountability discussions feel like the first step towards inevitably losing an employee. Have you tried replacing someone right now? It's hard.

More Trending

article thumbnail

If more is not done to protect agents, customer service standards will fall

Adrian Swinscoe

The UK recently introduced some new legislation that has implications for customer service. Specifically, an amendment was included in the new Police, Crime, Sentencing and Courts […].

article thumbnail

5 Principles for Creating an Awesome Team

The Belding Group

Too often we expect our teams to grow and flourish, but we don’t provide them with the conditions they need to succeed – things such as good working conditions, adequate training or a meaningful support system. Shaun Belding | www.shaunbelding.com. Winning with Employees team building

151
151
article thumbnail

Top call center metrics your organization should care about

Callminer

Call center metrics, including call tracking metrics, can make improving operations at your contact center much easier to manage. Read this blog for the top metrics to consider and measure

article thumbnail

Customer Service Teamwork: Good Cop – Good Cop

Shaun Belding

It gives your customers greater confidence with the second person, and to establish that their needs are not just important to you, but to everybody in the organization.

article thumbnail

December CMI Placeholder

article thumbnail

How service culture is built on everyday hero moments

Inside Customer Service

The original Shake Shack location is in New York City's Madison Square Park. The first time I visited, Al Roker was there. Roker was handing out samples of his new Roker Burger.

article thumbnail

Reaccelerate: Finding new engines of growth in your business

Intercom, Inc.

At this year’s Web Summit conference in Lisbon, I gave a talk on how businesses should think about weathering these tough economic conditions, and indeed how they can actually find growth during them. You can check out the slides here, or read on for an illustrated transcript of my talk.

article thumbnail

The Problem Pause

Adrian Swinscoe

Whenever we face a problem, why is it that we invariably jump into fix or solution mode? Why don’t we spend more time understanding the problem? […]. The post The Problem Pause first appeared on Adrian Swinscoe

168
168
article thumbnail

Getting Things Done

The Belding Group

The ability to break through the talking and actually get things done is the hallmark of all highly successful people. Shaun Belding | www.shaunbelding.com. Achievement & Success Workplace Tips

141
141
article thumbnail

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

article thumbnail

Improving customer engagement in a challenging economic climate

Callminer

Frank Sherlock, CallMiner's VP of International, will be at Credit Connect’s Technology Think Tank on Nov. 17, 2022 for a session on how economic change has impacted customer engagement

article thumbnail

Standing Out In Customer Service Can Be a Good Thing….Or A Very Bad One

Shaun Belding

The one place you absolutely don't want to be is in the bottom position of customer experience. Anecdotally, we've all heard people share stories of "the place I will never go back to." There is nothing worse than having the reputation of ABYC (Anyone But Your Company) in a customer's mind.

article thumbnail

6 Questions to Assess Your Contact Center’s Readiness to Identify Customer-Impacting Issues

Customer Service Life

Image by www_slon_pics from Pixabay. This article was originally published on CustomerThink and is being reposted with permission from the editor. A customer contacts us with an apparent product issue.

article thumbnail

ProfitWell founder Patrick Campbell on life after acquisition

Intercom, Inc.

The process of an acquisition is, more often than not, a black box. Behind closed doors, negotiations are dragged on for months while founders and executives figure out ways to eliminate friction and create a synergy that can drive the most value of their shared cultures, processes, and systems.

article thumbnail

2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

article thumbnail

Is the contact centre going to be the next big tech frontier?

Adrian Swinscoe

Many publicly listed technology stocks have been having a torrid time of late as investors move away from lofty visions and future promises of growth to […]. The post Is the contact centre going to be the next big tech frontier? first appeared on Adrian Swinscoe

article thumbnail

A Great Experiment in Listening

The Belding Group

One of the reasons that this experiment works so quickly and the results are so dramatic is that good listeners are in incredibly short supply. The reality is that most people prefer talking - and most of us aren’t nearly as good at listening as we think we are. Shaun Belding | www.shaunbelding.com.

130
130
article thumbnail

The H.U.M.A.N.E approach to CX: Six steps for improving customer interactions with AI

Callminer

As artificial intelligence becomes more advanced and accessible, it is essential to employ both human service and automation in the contact center. Read on for steps to balance your CX approach

article thumbnail

Imagination And Connection Go Hand In Hand

Shaun Belding

Imagination and Connection go Hand-in-Hand The recipe for building relationships has probably never been stated more succinctly or elegantly than by Dale Carnegie.

article thumbnail

Powering Personalization Through Customer Data

Finding the right CDP can help unlock the value of your customer data. This eBook offers guidance on choosing, deploying, and utilizing a CDP, along with a case study on how one bank put data into action to forge stronger connections with customers.

article thumbnail

Automation: What’s Missing in Your Customer Service Strategy

CSAT.AI

Automation covers technologies across many processes and fields. In regard to customer service it’s using technologies instead of people to accomplish both customer facing and back end tasks. Customers are leaning into automation according to McKinsey research.

article thumbnail

Chili Piper’s Co-Founder Alina Vandenberghe on bootstrapping your way to success

Intercom, Inc.

We talk a lot about scaling when there’s VC funding involved, but bootstrapping is a whole other game.

Gaming 113
article thumbnail

Time, customer experience and driving retention and growth – Interview with Katie Christian of Calendly

Adrian Swinscoe

Today’s interview is with Katie Christian who is the Head of Customer Success at Calendly one of the fastest-growing product-led growth companies. Katie joins me today […]. The post Time, customer experience and driving retention and growth – Interview with Katie Christian of Calendly first appeared on Adrian Swinscoe

article thumbnail

Have You Mastered The Skill of Listening?

The Belding Group

If you're like most people, though, even though you know how important the skill of listening is, you've probably never taken the time to actively improve that skill. Shaun Belding | www.shaunbelding.com.

130
130
article thumbnail

Product Market Fit: A Lesson from Sephora’s Head of Product

Speaker: Sneha Narahalli - VP, Head of Product at Sephora

In this webinar, Sneha Narahalli, Head of Product at Sephora (Digital, Data & MarTech), will give you an iterative method for identifying and developing Product Market Fit.