January, 2023

article thumbnail

Top 10 Customer Service Stories of 2022

Shaun Belding

The Top 10 Customer Service Stories of 2022 This year’s Top 10 Customer Service Stories for 2021 is kind of special for us, as it represents a rebound from the previous year where positive stories were few and far between.

article thumbnail

Don’t Just Personalize the Customer’s Experience – Individualize it?

Shep Hyken

Recently I wrote my annual Forbes article featuring customer service and CX predictions and trends for 2023. 4 on the list was Personalization Gets More Personal. The best marketers have realized that personalization is a way to get closer to the customer – or at least make it appear to be so.

Sales 58
Insiders

Sign Up for our Newsletter

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

article thumbnail

How attitude anchors can help you stay friendly

Inside Customer Service

Being friendly is a basic expectation in customer service. That's easy on some days. You're in a good mood. You enjoy helping people and things are going well. The products or services you support work well and customers are generally happy. Friendliness is more difficult on other days.

article thumbnail

25 use cases & examples of real-time analytics

Callminer

Read this blog to better understand what real-time analytics is and how it works, as well as 25 real world examples of how organizations across a range of industries benefit from real-time analytics

341
341
article thumbnail

December CMI Placeholder

article thumbnail

Turning the unamazing into the amazing

Adrian Swinscoe

How businesses can meet the demands of digital-savvy customers and push the boundaries of CX This is a guest post by Laura Bassett, Vice President, Product […] The post Turning the unamazing into the amazing first appeared on Adrian Swinscoe

CX 188

More Trending

article thumbnail

Top 10 Customer Service Stories of 2022

Shaun Belding

The 2022 list of best customer service stories was a tough one. Not only were there a lot of stories to choose from, but a great many of them were stories of great kindness. Shaun Belding | www.beldingtraining.com.

article thumbnail

What Have You Done For Your Colleagues Lately?

The Belding Group

It is important to keep in mind that the customer service our end-customers receive is really just the end of long, interconnected chains of internal service experiences. Shaun Belding | www.shaunbelding.com. Winning with Coworkers internal customer service

article thumbnail

Why you need to take responsibility for your customer service

Inside Customer Service

Who is to blame for poor customer service? You can probably make a list of things that make it difficult to keep your customers happy and coming back again and again: Defective products anger customers and make service a chore. Bosses often fail to adequately communicate, train, or coach.

article thumbnail

Five best practices for effective employee coaching

Callminer

As we know, a happy employee is a productive employee, and part of that includes making sure they feel like they can successfully do their jobs. Read this blog for employee coaching strategies

182
182
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

7 Customer experience related predictions for 2023

Adrian Swinscoe

For the last four years, in and around December, I have compiled a set of customer experience-related predictions for the coming year. For each article, I […] The post 7 Customer experience related predictions for 2023 first appeared on Adrian Swinscoe

article thumbnail

Survey Design – Best Practices

Lumoa

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them.

NPS 157
article thumbnail

Journey to Success: Lessons From Jennifer Coolidge’s Golden Globe Acceptance Speech

Doing CX Right

Rising to the top is not easy, yet achievable, as Jennifer Coolidge's "White Lotus" actress reveals. Apply my five tips on your journey to success, as everything is possible with the right mindset and supporters.

CX 105
article thumbnail

60 Seconds That Make A Difference To Your Coworkers

The Belding Group

60 Seconds That Make a Difference to Your Coworkers Want to make a difference to your coworkers? Here are four scenarios to illustrate how much of a difference 60 seconds can make: Scenario 1: A coworker calls and asks for your advice on a situation they are dealing with.

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.

article thumbnail

In customer service, your people are not your most important assets.

Bill Quiseng

In retail customer service, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.”

Retail 102
article thumbnail

25 strategies to boost patient satisfaction and improve patient experience

Callminer

As patients become more engaged in their healthcare, healthcare providers and organizations, like hospitals, need to care more about patient retention and patient experience. Read more in this blog

article thumbnail

Happy employees = happy customers. Achieve both with Punk CX.

Adrian Swinscoe

I recently attended Verint’s Engage EMEA event, where I enjoyed sharing a few ideas and talking with a bunch of CX leaders, professionals and experts about […]. The post Happy employees = happy customers. Achieve both with Punk CX. first appeared on Adrian Swinscoe

CX 188
article thumbnail

7 Contact Center Trends to Watch in 2023

Customer Think

Contact center leaders, your time is now. Customer service and customer experience analysts and thought leaders are suggesting that the contact center is “the next big tech frontier.” Investment in the contact center is increasingly—finally.

article thumbnail

Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

article thumbnail

The Best Customer & Employee Experience Content of 2022

The DiJulius Group

The results are in! The DiJulius Group’s top customer service blogs, podcasts, and videos from 2022 are listed below. I recommend sharing this with your entire team.

article thumbnail

How to Create a Winning Customer Advisory Board

Experience Investigators

Customer advisory boards (also known as CABs) can be a powerful tool for unlocking the potential of your relationships with customers.

article thumbnail

Enough is enough! I will NEVER shop at Lidl again

The Customer Service Blog

Okay, that's it. Enough is enough. I am never going to do my shopping at Lidl ever again. Regular readers of this blog will know that I've had numerous problems with Lidl over the years, mainly to do with being overcharged.

article thumbnail

How to measure and prevent customer churn

Callminer

Read this blog to understand why it’s important to measure customer attrition and take action to reduce and prevent customer churn

182
182
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

What the heck is Relative Attractiveness and why it matters? – Interview with Richard Hammond of Uncrowd

Adrian Swinscoe

Today’s interview is with Richard Hammond, co-founder and CEO of Uncrowd, the innovative enterprise SaaS experience analytics platform that helps organisations grow market share by revealing […] The post What the heck is Relative Attractiveness and why it matters? Interview with Richard Hammond of Uncrowd first appeared on Adrian Swinscoe

article thumbnail

IoT and IIoT in supply chain management and global logistics

Customer Think

When mobile phones and computer-based communications first surprised people barely 50 years ago, it was only the beginning of a new transformation and the fourth revolution.

article thumbnail

Talking Less, Listening More: Can You Keep Quiet For Longer Than 18 Seconds?

The DiJulius Group

I am so passionate about what I do and share with my clients how to build a world-class experience (customer & employee) brand. However, that passion tends to be a major problem for me when it takes over and I just start dominating the conversations.

97
article thumbnail

The Importance of Customer Feedback in SaaS

Zonka Feedback

If you are into SaaS business, who can know better how challenging it is to take it towards heights of success. SaaS products solve a variety of problems for their users. But for every problem and task, there are a number of products available in the market which makes SaaS a competitive market.

article thumbnail

Shaping the Future: Product Strategy in the Age of Uncertainty

Speaker: William Haas Evans - Principal Consultant, Product Strategy Practice Lead, Kuroshio Consulting

In this webinar, we'll explore product strategy obstacles and present practices to overcome them while driving clarity and alignment across your executive team.