Bill Quiseng

NOVEMBER 15, 2023

In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. This week, I will explain the third QUI TAKEAWAY: customer service training versus customer CARE education. QUI TAKEAWAY: Don’t offer customer service training.

CX 97

CX CXM Education Social Media 97

Uniphore

JUNE 22, 2021

You listen to your customers on social media. Do you listen to your customer service employees? No need to dig through thousands of threads across Quora, Reddit, Facebook, and Twitter to hear what your call center agents are REALLY saying about their jobs… We took care of that for you. Check it out!

Social Media 219

Social Media Contact Center Actionable Insights Entertainment 219

Bill Quiseng

JANUARY 10, 2022

Senior executives care about revenue dollars, market share, the stock price, bottom-line profits, even their competitors, more than their people. Listening to the sweet cha-ching sound of profits, these bad bosses do not hear their grumbling employees and complaining customers many hierarchical rungs below.

Customer Loyalty 167

Customer Loyalty Customer Service Customer Experience 167

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. Consistently CARE (Communicate.

CX 97

CX CXM Customer Journey Map Education 97

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” The C-suite needs see, if there was a (customer) problem, yo.you solved it.

CX 261

CX Customer Experience Non-Profits Contact Center 261

Shep Hyken

JANUARY 11, 2023

Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). But what about the employees’ needs? Do we make that same effort for our employees?

Customer Experience 116

Customer Experience AI CX Technology 116

CX Accelerator

OCTOBER 28, 2020

I know this isn’t the original intent of the song, but to me, this points to the importance of listening to our customers — especially those things that frustrate and aggravate — and then learning from those mistakes. We don’t necessarily try to fix the customer but we definitely try to fix the problem for the long term.

CX 281

CX Start-ups Voice of the Customer Customer Expectations 281

Uniphore

JULY 23, 2021

Employee disengagement is rampant in contact centers. But it’s actually the everyday reality at the contact center, according to Gartner’s recent report “Rampant Employee Disengagement is Driving Turnover and Harming Customer Outcomes.” And when agent performance suffers, so does customer experience. Check it out!

Contact Center 246

Contact Center Social Media CX Customer Experience 246

Bill Quiseng

AUGUST 16, 2023

QUI TAKEAWAY: As their leader, the emotional well-being of your employees should prioritize the financial health of your business. Your employees don’t care how big your business is. They only care how big you care about them. So, CARE BIG for your people. First CARE for your people.

Healthcare 78

Healthcare 78

Inside Customer Service

AUGUST 12, 2021

A Customer Service Tip of the Week subscriber sent me that message. Customer complaints were rising and missed calls had increased ten-fold. Surviving a bad customer service boss is never easy, but I had one suggestion. There are a lot of things that can make a customer service leader a bad boss. They might micromanage.

Customer Service 182

Customer Service Contact Center 182

Inside Customer Service

DECEMBER 7, 2023

You're a customer service trainer. You care deeply about helping employees develop customer service skills. It bothers you when employees' managers aren’t nearly as invested. The manager delegates customer service training to you and expects you to do all the work. It's a broken model.

Customer Service 228

Customer Service Start-ups 228

Inside Customer Service

MAY 19, 2022

How fatigue affects customer service Fatigue makes customer service difficult. Tired employees find it hard to build rapport with a customer. Exhausted employees struggle to focus. All that makes it hard to solve customer problems and retain their business, which is the primary job of most customer service teams.

Social Media 130

Social Media Start-ups Customer Service 130

Bill Quiseng

MARCH 15, 2023

You hire an employee. At some point, before employees start or while they begin working, they may think that you could be a top-down, one-way, “I know everything, you know nothing” command-and-control dictator. They would feel that, as their boss, you don’t care much about them. So CARE for them. Communicate.

B2C 88

B2C B2B Education CX 88

Fonolo

AUGUST 10, 2021

No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Ultimately, if customers don’t have a good experience, they’re likely not going to call back. The Secret Sauce for Increasing Customer Happiness. Develop a strong customer care strategy.

Contact Center 167

Contact Center Customer Service Social Media Start-ups 167

Execs In The Know

FEBRUARY 29, 2024

And if customer experience (CX) transformation is your odyssey, it would serve you well to remember that the journey, if not carefully navigated, can be fraught with tunnel-visioned Cyclops, time-eating Lotus Eaters, and the seductive Siren calls of newly hyped technologies. Humor me for a second, and imagine your company is Homer’s Odysseus.

CX Transformation 99

CX Transformation CX VOE AI 99

Fonolo

JANUARY 19, 2023

In the era of the “great resignation” and in an industry with record staff turnover, employee retention is on every manager’s mind. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. This figure is about 10 percent higher than the US average employee attrition rate of 47.2%.

Data Entry 155

Data Entry Contact Center Education Social Media 155

Bill Quiseng

NOVEMBER 6, 2021

When you are working in customer service, you have been happy that your customers leave satisfied. The good news is that your satisfied customers didn’t complain. The good news is that your satisfied customers didn’t complain. But the bad news is that your customers also didn’t rave about you to others.

Customer Service 174

Customer Service Customer Experience 174

Inside Customer Service

MAY 11, 2023

You've sent your team through customer service training. Kirkpatrick's four levels of evaluation sounds interesting, but your executives don’t care about levels. Kirkpatrick's four levels of evaluation sounds interesting, but your executives don’t care about levels. Why evaluate customer service training?

Mystery Shopper 182

Mystery Shopper Customer Service Mystery Shopping Start-ups 182

Execs In The Know

MARCH 21, 2023

Shannon Patterson, SVP of Customer Engagement Centers at Marriott International, took center stage at Customer Response Summit (CRS) in Austin to address what it means to engage associates and how that translates to seamless guest experiences, happier customers, and brand loyalty. More specifically, the employees do.

Hospitality 97

Hospitality Hospitality Contact Center CX 97

Shep Hyken

APRIL 22, 2022

This week, we feature an article by Luke Jamieson, Regional Director at Centrical , the next-gen employee engagement and performance platform. He writes about the importance of engagement and employee experience to an organization’s productivity to business success. A virtuous cycle of employee engagement.

Healthcare 112

Healthcare Contact Center CX Innovation 112

Execs In The Know

APRIL 9, 2024

Having spent the majority of my career in the customer care industry, I’ve had the opportunity to watch the continuous advancement of new and smarter technologies that improve contact center performance. Today’s customer care organizations continue to experience higher attrition rates than other industries.

Contact Center 52

Contact Center AI Technology Technology 52

Inside Customer Service

NOVEMBER 17, 2022

For a few managers, accountability discussions feel like the first step towards inevitably losing an employee. A LinkedIn post asked managers to share what they find most difficult about holding customer service employees accountable. What is employee accountability? Do employees fully understand the expectations?

Customer Service 209

Customer Service Start-ups 209

Shep Hyken

JULY 6, 2021

Empowering Employees through Caring Leadership. The Impact of Caring Leadership on Employees and Customers. Top Takeaways: Hire people who assume a leadership position when it comes to taking care of the customer. Everybody is a customer. What does it mean to empower employees?

Customer Service 121

Customer Service Customer Experience 121

Inside Customer Service

AUGUST 10, 2023

You want your team to grow their customer service skills. Rapport Skills Building rapport is the process of getting customers to know, like, and trust you. especially: a relationship characterized by agreement, mutual understanding, or empathy that makes communication possible or easy Think of your favorite place to be a customer.

Customer Service 199

Customer Service Start-ups 199

Bill Quiseng

FEBRUARY 22, 2022

These “Profits over People” traditionalists care about revenue dollars, market share, the stock price, bottom-line profits, even their competitors, more than their people. Even if the traditionalists could hear, they would wear noise-canceling headphones, oblivious to the employees’ concerns and customer complaints.

Sales 97

Sales Customer Experience Customer Service 97

Shep Hyken

SEPTEMBER 8, 2021

One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you. So, why would a customer terminate his or her relationship with you? . Apathy – Want to irritate a customer?

Social Media 141

Social Media Customer Service Sales Customer Loyalty 141

Customer Think

JANUARY 6, 2023

Digital transformation is the strategic adoption of various digital technologies, used for improving processes, productivity, enhancing customer care, improving employee experience, managing business risks and helping control costs.

Retail 132

Retail Customer Experience Technology Technology 132

Experience Investigators

MAY 15, 2024

The world is moving fast, and the customer experience world is no exception. These events provide some of my favorite opportunities to connect with fellow customer experience change makers, unpack our challenges, and provide much-needed group support. There is no sole office or one sole individual that owns the experience anymore.

Customer Experience 52

Customer Experience Customer Journey Map Start-ups Touchpoint 52

Inside Customer Service

APRIL 27, 2023

Do your customer service goals inspire the team? This post outlines the three elements of the FIT goal model, how to use it, and why it's so effective at motivating customer service employees. Types of customer service goals Generally speaking, there are three common types of customer service goals. Team-oriented.

Customer Satisfaction 206

Customer Satisfaction Customer Service Customer Survey Technology 206

Inside Customer Service

MAY 25, 2023

If you want to solve a customer service problem, go and see it. It's a process for observing employees doing their work to understand how they currently do things and what can be improved. You might worry employees won't be truthful if you observe them. Most employees are brutally honest if you approach them the right way.

Contact Center 175

Contact Center Start-ups Customer Service 175

Inside Customer Service

AUGUST 26, 2021

Advanced techniques are one of the top requests I receive as a customer service trainer. Customer service professionals who master the basics will always do well. My top three skills: Rapport: make customers feel at ease. My top three skills: Rapport: make customers feel at ease. Empathy: help customers feel better.

Gaming 176

Gaming Customer Service Sports Innovation 176

Beyond Philosophy

FEBRUARY 15, 2024

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. In my experience, many organizations fail to evoke a specific customer emotion. In my experience, many organizations fail to evoke a specific customer emotion. Researchers who study emotions are specific.

Artificial Intelligence 88

Artificial Intelligence Social Media AI Start-ups 88

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Customer empathy is at the heart of Lush’s approach to building trust with its customers.

Customer Experience 169

Customer Experience Social Media Manufacturing Gaming 169

Inside Customer Service

FEBRUARY 18, 2021

The CEO loses interest and announces a customer experience initiative. Never mind that nobody quite knows where service culture ends and customer experience begins. Your organization can't be customer-focused if your leaders can't focus. How rushing hurts customer-focus My neighbor was in a hurry to get to work one day.

Customer Satisfaction 284

Customer Satisfaction Start-ups Customer Service Customer Experience 284

ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? The fifth sin, dear reader, is neglecting employee experience.

Customer Experience 95

Customer Experience Net Promoter Score VOC Innovation 95

Experience Investigators

FEBRUARY 21, 2023

Finding Empathy In Customer Experience It’s easy to assume that empathy is one of those things…we should all know it, feel it, and share it. So the term empathy gets tossed around a lot in customer experience. But really, it’s about the customer FEELING that empathy. But what do we really know about it?

CX 98

CX Contact Center Healthcare Construction 98

Intercom, Inc.

JUNE 9, 2021

We want to give our employees the best possible start to their Intercom careers. At the start of March last year, as the scale of the threat became more apparent, we realized we had to transition our in-person employee onboarding experience to a completely virtual program – within three days. We all laughed. . They are: .

Gaming 253

Gaming Engineering Start-ups Sales 253