The Customer Service Blog

APRIL 2, 2024

But I would argue that both Brady and Gold were not entrepreneurs at all, having been born with ‘silver spoons’ in the mouths, and given ready-made successful companies to run (with a lot of help from hired managers and business executives!!) This was after experimenting with her own home-made natural products created on her kitchen table.

Social Media 52

Social Media Retail Innovation Start-ups 52

SurveySensum

MAY 9, 2024

Studies show that patients who have a good relationship with their doctors are more likely to follow their treatment plans, improving health outcomes and satisfaction. The doctor begins the consultation with a simple but powerful question: “Sarah, tell me about your experience with the pain you’ve been feeling.”

Healthcare 52

Healthcare Non-Profits 52

Fonolo

NOVEMBER 3, 2020

That ‘immediacy’ has now been achieved by many brands. “Painless experiences with brands in any industry set a bar for consumer expectations about what is technically possible and shine a harsh light on experiences that fall short.” CX & Customer Service Expert, Founder of ThinkCX.

Customer Satisfaction 167

Customer Satisfaction Contact Center Healthcare CX 167

CX Accelerator

JULY 1, 2020

While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express).

Contact Center 266

Contact Center CX Technology Technology 266

Intercom, Inc.

DECEMBER 21, 2021

This year, we commissioned Forrester Consulting to explore how conversational experiences are driving growth for major companies. What became clear above all is how crucial it is to provide a great customer experience – because if you don’t, a competitor surely will. Niamh O’Connor , Brand Editor.

Innovation 196

Innovation Engineering Entertainment Start-ups 196

Beyond Philosophy

JANUARY 19, 2022

We think it is the future of Customer Experiences. Immersive experiences are part of the metaverse, leveraging the power of augmented reality (AR) and VR. Key Ideas to Improve your Customer Experience. Coca-Cola has been one of the first brands that gets it and Dobrev gives us a front-row seat to their strategy and success.

Entertainment 78

Entertainment Social Media Management Consulting Touchpoint 78

Uniphore

JANUARY 21, 2022

Conversational AI and automation are rapidly modernizing today’s healthcare consumer experience. The same survey revealed that 34 percent of patients with the freedom to choose their own plans said they would switch based on a bad experience. That’s only “OK” according to industry standards—far below ideal.

Healthcare 147

Healthcare Net Promoter Score CX Artificial Intelligence 147

Beyond Philosophy

JANUARY 11, 2024

We have never even considered another brand. If you represented the other toothpaste brand, you could develop a strategy addressing that moment. So, we might evaluate the competitive brand differently and perhaps even try it. Therefore, consistent reinforcement is more accessible to implement and more straightforward to manage.

Education 88

Education Customer Feedback Start-ups 88

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! NPS, CSAT, FCR, Health / Effort Score, etc.) Experience Management (XM) encompasses CX + EX + PX.

Key Driver Analysis 62

Key Driver Analysis Non-Profits Net Promoter Score NPS 62

Execs In The Know

MARCH 9, 2023

Attendees had the opportunity to discover the latest industry trends, learn from leading brands, make purposeful connections, and gain valuable insights, tools, and techniques for CX across a wide-ranging set of tracks and topics. How to amplify your brand by being human. A big topic of discussion?

Social Media 97

Social Media Contact Center Hospitality Hospitality 97

Taylor Reach Group

JUNE 21, 2021

The 24-hour crisis line caters to children that are a risk to themselves or others, having a mental health crisis. “Of Unfortunately, NGOs are often working within limited budgets and experience, and as a result may take steps that are suboptimal.”. A global Contact Center, Call Center, and Customer Experience consulting firm.

Compliance 128

Compliance Contact Center Government Retail 128

Execs In The Know

JANUARY 8, 2023

As we head into 2023, the business process outsourcing (BPO) sector continues to evolve and grow as a service channel, with many new brands now fully embracing outsourcing partners—both onshore, nearshore, and offshore. This figure shows just how much potential there is for brands that choose to outsource various aspects of their operations.

Artificial Intelligence 87

Artificial Intelligence Technology Technology Engineering 87

Beyond Philosophy

APRIL 21, 2021

Brands have a problem sometimes. Moreover, they lose out on forming solid relationships with customers that allow brands to enjoy the benefits of customer-driven growth. Ten-Pow has been consulting in Customer Experience for over two decades. Key Ideas to Improve your Customer Experience. It’s an ongoing effort.

CX Transformation 78

CX Transformation Management Consulting CX Customer Experience 78

Sprinklr

JULY 9, 2021

At Sprinklr, we are redefining the unified customer experience , turning conversations on modern channels into valuable business insights. Our world-class team is constantly finding innovative ways to raise the bar even higher to enhance the customer experience with our industry-leading artificial intelligence (AI).

Artificial Intelligence 91

Artificial Intelligence Sports Social Media Innovation 91

ClearAction

AUGUST 19, 2020

Customer Experience Indexes: Modern Thinking Lynn Hunsaker. Why are customer experience indexes powerful? There are many types of customer experience indexes, and they each communicate something specific, based on certain assumptions, with greatest usefulness to one or more groups in your company. One size does not fit all.

Customer Experience 174

Customer Experience CX NPS Sales 174

Fonolo

NOVEMBER 24, 2020

I predict that all the leaders, managers, team leaders, and agents will look back and realize how much they grew from the empathy and compassion they gave and how it helped their customers — their fellow human beings.” “Customers are savvier about health, safety, and employee treatment and will continue to be aware.

Contact Center 159

Contact Center NPS CX Customer Service 159

Fonolo

AUGUST 10, 2021

Ultimately, if customers don’t have a good experience, they’re likely not going to call back. According to research from Khoros, 86% of clients say they’re more likely to turn into lifetime brand advocates if they receive exceptional customer care. Increasing your social media following to build brand engagement. DID YOU KNOW?

Contact Center 167

Contact Center Customer Service Social Media Start-ups 167

Steven Van Belleghem

JANUARY 17, 2023

Shep Hyken is a customer service and experience expert, the Chief Amazement Officer of Shepard Presentations, Forbes contributor and a New York Times and Wall Street Journal bestselling author. On his blog, he writes excellent pieces about customer service, customer loyalty, internal service, customer relations and customer experience.

Customer Experience 142

Customer Experience CX Innovation B2B 142

Zendesk

APRIL 21, 2022

They offer connective points for customers to ask questions, get help, and feel confident about spending their money with your brand—this is the core of what CX is all about. Naturally then, live chat has become a critical piece of the experience puzzle , giving customers a way to engage with you in the moment. Easy enough, right?

CX 98

CX Omnichannel Sales Customer Loyalty 98

Beyond Philosophy

JULY 3, 2021

Whatever the reason may be, you have outsourced part of your Customer Experience. After all, customers do not distinguish between the part of the experience you provide and the part your third-party does. The question is, was outsourcing that part of your experience really a good idea or a big mistake?

Customer Experience 109

Customer Experience Management Consulting Customer Expectations CX 109

Steven Van Belleghem

NOVEMBER 28, 2023

Every morning, they organize customer experience meetings to report new questions and situations. One of the most exciting events of early 2024 will without any doubt be the launch of Apple’s Vision Pro, a mixed reality (Apple calls it “spatial reality”) device capable of both virtual and augmented reality experiences.

CX 62

CX Customer Experience Entertainment Gaming 62

SurveySensum

FEBRUARY 27, 2024

Contrast this with Office B, where your entrance is met with your manager’s reprimand for a minor mistake, colleagues who are uncooperative, and unnecessarily extended working hours. Employee satisfaction refers to the level of contentment, fulfillment, and happiness that employees experience in their jobs and workplaces.

Healthcare 52

Healthcare Net Promoter Score Start-ups Customer Satisfaction 52

TeamSupport

APRIL 17, 2024

It's not just about solving customer issues but creating a seamless, responsive, and personalized service experience that can significantly impact your brand's reputation and your bottom line. It should allow for easy tracking, management, and resolution of customer issues.

Customer Satisfaction 52

Customer Satisfaction CRM Customer Expectations Customer Relationship 52

Sprinklr

SEPTEMBER 9, 2021

Many modern brands recognize the importance of capturing customer feedback from social media and other digital channels, but, at the same time, their social listening strategies still fall short of their potential. Improve your customers’ experiences. Protect your brand’s reputation. Protect your overall brand health and safety.

Social Listening 110

Social Listening AI Social Media CXM 110

SurveySensum

FEBRUARY 5, 2024

This is why it’s vital to optimize SaaS design with strategic color choices in the digital world, subtly directing users, influencing emotions, and shaping their entire experience. Aligning Design with Identity Picking colors for your brand is more than just making things look nice; it’s like giving your brand its own special language.

Invoicing 52

Invoicing Customer Feedback Legal Net Promoter Score 52

TeamSupport

DECEMBER 8, 2023

Omnichannel Support Customers today expect a seamless experience across various channels, from email and social media to live chat and phone support. Choose a customer support solution that offers omnichannel support, allowing your team to manage and respond to customer inquiries consistently across all channels.

Artificial Intelligence 105

Artificial Intelligence Omnichannel Social Media AI 105

Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

CallCare

MARCH 21, 2023

In today’s super-competitive marketplace, customer experience (CX) should be taken seriously by all businesses. A key metric used to analyse a brand’s overall health, the real-life business value in CX research and findings is enormous. This guide explains how customer experience management strategies work.

Customer Experience Management 40

Customer Experience Management CXM Customer Experience Touchpoint 40

CX Accelerator

JULY 1, 2020

While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express).

Contact Center 182

Contact Center CX Technology Technology 182

Callminer

FEBRUARY 4, 2021

More customers are vulnerable today than ever before, in part due to the COVID-19 pandemic that has led to increase in health and financial crises. Now more than ever, organizations need to actively manage the Average-Speed-of-Answer (ASA) metric. When the client manages to become financially stable again, they can pay the amount due.

Contact Center 345

Contact Center Artificial Intelligence Finance Engineering 345

Steven Van Belleghem

MARCH 19, 2023

Launched in 1980, in a Japan that was overly brand obsessed, it profiled itself as the antithesis of consumerism: by offering generic, brand-less and anonymous products as a statement against excessive labeling and the high price tags accompanying luxury goods. And it strives to constantly find ways to better the customer experience.

Non-Profits 104

Non-Profits Agriculture CX Manufacturing 104

Beyond Philosophy

DECEMBER 11, 2021

In his industry of branding and packaging fast-moving consumer goods, his clients often tell him to do whatever the competition is doing. Key Ideas to Improve your Customer Experience. Moreover, things like “ best practices ” can get in the way of creative approaches to deliver experiences. Human beings are social.

Management Consulting 109

Management Consulting Customer Experience CX 109

Totango

JUNE 15, 2022

What do you do if your job responsibilities include managing every revenue-generating function in your organization and driving predictable growth – and then the world is suddenly thrust into an unpredictable and unstable economic downturn? If you’re a Chief Revenue Officer (CRO) today, your initial answer may be to panic.

Touchpoint 98

Touchpoint Start-ups NPS CRM 98

CSAT.AI

JUNE 7, 2022

The Importance of Mental Health. It takes serious work for a customer service rep to create an exemplary experience under duress with a smile. M ental health awareness is one of the positives of the pandemic. Make communication between team members and between agents and management easy and non threatening.

Customer Service 81

Customer Service Contact Center Customer Satisfaction Technology 81

Beyond Philosophy

OCTOBER 9, 2021

I ask because these brands are not around anymore. Finally, we discuss ways that an organization can use diversity in opinion and viewpoints as the basis for creating new ideas that ensure their brand won’t disappear like a national brick-and-mortar video store in the 2000s. Key Ideas to Improve your Customer Experience.

Management Consulting 78

Management Consulting Gaming Start-ups Customer Experience 78

Shep Hyken

JULY 12, 2022

Empowering Your Team to Deliver a Great Customer Experience. Then, try to meet them where they are so we can anticipate their needs and find opportunities to enrich their experience. Technology has allowed customers to take control of their experience. Empower your employees to deliver a great experience. New York Times

Hospitality 103

Hospitality Hospitality Sales Customer Service 103

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Hassan Alnassir.

Gaming 182

Gaming Non-Profits Contact Center Sales 182