Execs In The Know

APRIL 7, 2024

WFM gives us agents the ability to bring needs together to improve the customer experience, get the resources we need to do our job well, and achieve the best work-life balance possible. WFM lets the team understand where we need extra support or training The expectation here can vary depending on what goals the managers are pushing towards.

Scorecard 52

Scorecard Start-ups Education Customer Experience 52

Steven Van Belleghem

JANUARY 23, 2023

But my somewhat desperate appeal seemed to have triggered something in him and had the total opposite effect as a result. He performed extra security controls, really dove into all of my bags and it took so long that I did miss my flight. In fact, he did pretty much whatever he could to make sure that I would miss that flight.

CX 98

CX Transportation Start-ups Customer Experience 98

Inside Customer Service

JUNE 23, 2022

This guide summarizes what I've learned about getting customers to give you a second chance after a service failure. It's typically necessary after a service failure, which is a catch-all term for something the customer believes went wrong, whether it's a defective product or service, a restrictive policy, or a rude employee.

Customer Acquisition 163

Customer Acquisition Social Media Customer Retention Start-ups 163

Zendesk

MARCH 18, 2024

WFM gives us agents the ability to bring needs together to improve customer experience, get the resources we need to do our job well, and the best work-life balance possible. Think of them instead as a way for the team to think holistically about how your individual needs can be addressed to make the team function like a well-oiled machine.

Scorecard 52

Scorecard Start-ups Education CX 52

Steven Van Belleghem

OCTOBER 5, 2022

And make it easy for them to find you. If I tell you that CX should never be “one-size-fits-all” you’ll probably first think about highly expensive AI personalization or something of the kind. Research by Facebook in 2020 proved something similar: 63 percent of global shoppers enjoy discovering items they weren’t actively looking for.

CX 104

CX Customer Satisfaction AI Customer Experience 104

Customer Service Life

OCTOBER 13, 2020

I recently wrote an article about a new quality process where I coached my team without showing them a score. And furthermore, the team I was managing expected me to lead by example and show them the way they were to treat customers. Listen to your own call recordings, read your own emails and chats, and evaluate them for quality.

Customer Service 182

Customer Service Contact Center Gaming Education 182

Futurelab

DECEMBER 27, 2023

Personalization of the customer journey, the touchpoint and the relationship with the customer is something that comes completely naturally. Of course, not every customer was willing to answer the questions (though that fact in itself tells us something about that person’s character).

Touchpoint 157

Touchpoint Construction Contact Center CRM 157

Zendesk

MARCH 8, 2024

Maybe the forecast was wrong or something unexpected happened, but you’re now face-to-face with WFM scheduling errors. But if they can make up that time on another day or don’t need those hours, give them the freedom to choose. Relax the rules Maybe it’s a casual dress code or the ability to take an extra break.

Gaming 52

Gaming Start-ups CX 52

Inside Customer Service

MAY 20, 2021

Taking an extra minute per transaction makes the line grow. Extra padding adds extra weight, which means some workers would unnecessarily increase shipping costs without preventing any more damage. Think about that the next time you order something from Amazon. All employees need to follow them to ensure consistency.

Customer Experience 196

Customer Experience Hospitality Hospitality Manufacturing 196

Shep Hyken

DECEMBER 22, 2021

You not only praise your employee, but you tell them why you appreciate what they’ve done. . Nobody will argue that an employee wouldn’t appreciate their boss giving a little praise. We couldn’t have handed our proposal to the client if you didn’t put in the extra effort. It makes them feel good. It’s very simple.

Customer Service 119

Customer Service 119

SurveySensum

JANUARY 29, 2024

Provide a Clear and Comprehensive Receipt Okay, so imagine you just splurged on something cool, right? ” Producing quality receipts is quick, and painless, and customers will notice that extra level of detail. They’ll feel reassured knowing exactly what they paid for and how they can give a shout if something goes wonky.

Sales 52

Sales Customer Experience Social Media Gaming 52

Intercom

JUNE 8, 2022

Ultimately, customer support reps are in need of tools that help them do their jobs more efficiently, effectively, and enjoyably. Businesses and customers need something better – they need something designed for internet scale at internet speed and they need it now”. Paul Adams, Chief Product Officer at Intercom.

Start-ups 114

Start-ups Customer Expectations 114

Fonolo

JUNE 7, 2022

Employees need to feel like they’re making a difference and working towards something tangible to feel accomplished. Your agents should have clear, measurable customer service goals to work towards something grander than the daily calls. Because retaining customers by an extra 5% improves profits by 25%-95%.

Customer Service 81

Customer Service Net Promoter Score Contact Center Finance 81

Beyond Philosophy

AUGUST 11, 2022

Then, we sat for an extra 45 minutes on the tarmac while the airport found us a gate. ” That was a problem I had never heard of, and that is saying something because I fly a lot. So, we must try something else. Reviczky wrote as a leader, learning from the team what makes them tick at an individual level.

Net Promoter Score 146

Net Promoter Score Gaming Customer Expectations Customer Service 146

Beyond Philosophy

JULY 6, 2023

What is fascinating is that when people get specific about what they love about their stay, the trivial things are what make them rave. But, unfortunately, fine-tuning what could go right with the small stuff doesn’t get the same attention from them. Most of the positive comments are about service.

Government 78

Government Education Customer Retention Customer Experience 78

Beyond Philosophy

JULY 7, 2022

Then COVID hit, forcing them to change everything. So, what Bjorn wants is something I think all retailers should want: a way to combine the best of everything we’ve learned in physical and digital spaces to create a great Customer Experience. However, it only came in extra small. Why not check this item at 70% off?”

Retail 160

Retail Artificial Intelligence AI Start-ups 160

Fonolo

NOVEMBER 5, 2020

A lot of customer confusion stems from the very system designed to direct them to support. Your customers don’t want to spend a lot of extra time listening to menu options and pushing buttons, so condense their choices where possible. You may want to consider adding extra agents per shift or hiring additional agents.

Contact Center 132

Contact Center Social Media Omnichannel Start-ups 132

Fonolo

JULY 5, 2023

Customer perception is even more important for small businesses because, when something goes wrong, larger corporations can usually absorb the costs from a PR disaster. It’s one of the reasons why responding to bad reviews — and resolving them — can have such a positive impact. Smaller businesses often struggle to do this.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Beyond Philosophy

MARCH 17, 2022

And he is selling raw materials, which sounds like something that is more difficult to distinguish or to be specialized. So, if you are not managing the emotional side of your experience, then you are not giving yourself any room for loyalty to form. . What makes you loyal to them? Is it possible to treat B2B and B2C similarly?

B2C 78

B2C Construction B2B Customer Loyalty 78

Intercom, Inc.

SEPTEMBER 6, 2022

Once you accept that you’re not going to get it right all of the time, you can adjust in one of two ways: Try to correct mistakes before you ship them, taking steps to validate or check your work. Validation has its place, but it’s a poor substitute for deploying something for real. Durable speed builds momentum.

Engineering 138

Engineering Start-ups Gaming Sales 138

Fonolo

JUNE 7, 2022

Employees need to feel like they’re making a difference and working towards something tangible to feel accomplished. Your agents should have clear, measurable customer service goals to work towards something grander than the daily calls. Because retaining customers by an extra 5% improves profits by 25%-95%.

Customer Service 67

Customer Service Net Promoter Score Contact Center Finance 67

Intercom, Inc.

DECEMBER 9, 2021

The sounds you hear every day have been carefully curated not just to drive you towards a specific action but also to set a certain mood and encapsulate the brand that created them – just think about the Window’s 95 startup sound, a six-second-long chime composed by Brian Eno and one of the most recognizable sounds of all time.

Transportation 138

Transportation Engineering Outlook Customer Feedback 138

Inside Customer Service

MAY 13, 2021

Just keep them focused on one channel at a time. #4 Here are a few things you can do: Give your team extra hours. The message can also give customers additional options, including self-service and calling. Anytime something gets wonky, I first check status.squarespace.com for updates. #6 extra discounts, etc.)

Contact Center 148

Contact Center Start-ups Entertainment Social Media 148

Intercom, Inc.

MAY 16, 2022

This way, people sitting and standing are roughly at the same height – giving folks a sense of equality and flexibility at the same time. Take a look back at the goals you listed, and think about what activities you need to do in your workshop to achieve them. Make sure there’s plenty of wall space and whiteboards too.

Start-ups 245

Start-ups Gaming Technology Technology 245

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. It’s important that you sympathize with them and let them vent their frustrations. Let the fires die out before you make your move.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Fonolo

OCTOBER 26, 2022

Motivation is a desire to do something. Giving your call center employees freedom to pursue company goals on their terms is a fabulous start in motivating them. Do you have to train new hires, or can you trust a senior agent to mentor them? Do you give your agents enough #EmployeeAutonomy at your contact center?

Contact Center 142

Contact Center Education Start-ups Customer Satisfaction 142

Callminer

FEBRUARY 4, 2021

To learn more about how call centers can address customer vulnerability, we reached out to a panel of call center experts and business leaders and asked them to answer this question: “How can contact centers address increased customer vulnerability?”. Meet Our Panel of Call Center Experts & Business Leaders: Kevin Lee. Adrian Travis.

Contact Center 345

Contact Center Artificial Intelligence Finance Engineering 345

Beyond Philosophy

FEBRUARY 27, 2020

It describes how we disregard the value of something when we have to wait for the benefits of it over time. Moreover, Hyperbolic Discounting is why we expect a much higher reward when we have to wait for something. . I choose the short-term reward of a tasty treat and give up the long-term reward of improved health. .

Gambling 187

Gambling Education Sales Technology 187

Fonolo

OCTOBER 6, 2020

This is the best way to prevent damage and creates a very personal, attentive service; you make them feel special. Upselling should be something that all your customer-facing employees should be doing — not just sales. And if you want your employees to help you improve customer perception of your brand, you have to start with them.

Hospitality 126

Hospitality Hospitality Customer Satisfaction CX 126

Intercom, Inc.

APRIL 14, 2020

Yet it’s more important than ever to support your team and provide them with the reassurance, resources, and encouragement they need. That includes having strong one-to-ones with support managers and giving them the time and space they need to support their teams. Keep people informed, but don’t overwhelm them.

Customer Loyalty 223

Customer Loyalty Healthcare Customer Experience Sales 223

Taylor Reach Group

MAY 1, 2020

A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I have a bad experience with them, I move on.” ( Acquia Survey ). But what if you’re a Customer Experience leader with no extra budget to spend?

CX 140

CX Net Promoter Score Customer Relationship Management NPS 140

Steven Van Belleghem

FEBRUARY 14, 2023

For instance, you buy something online and the delivery date that you receive has been fabricated to match your expectations, rather than reality. I really love the example that my nexxworks Partner Peter Hinssen gives in his keynotes about the Wells Fargo scandal. So this is something that we need to work on.

Customer Experience 98

Customer Experience Gaming CX Sales 98

Beyond Philosophy

OCTOBER 7, 2021

To most companies, it invariably means “customers give us all their money.” Nevertheless, Wells Fargo was raking in extra conversions, their stock was going up, and they were getting all kinds of praise from investors. So, unless you work at it, adapt, compromise, and change, you could lose them. . Ask Wells Fargo.

Customer Loyalty 172

Customer Loyalty Start-ups Customer-Centric Organization Customer Relationship 172

Lumoa

FEBRUARY 14, 2024

Even so, devoting time and resources to planning your CX strategy is worth the investment because giving your customers sub-par experiences is one of the most effective ways to drive them away. Once you’ve answered this all-important question, the answer will give you a better idea of what shape your overall CX should take.

Customer Experience 83

Customer Experience ML Social Media CX 83

CSAT.AI

NOVEMBER 30, 2022

Treat agents with empathy as you wish them to treat your customers. Let them know that you are aware of the challenges they face and compliment them when they handle them well. In turn, support them both in dealing with the challenges and even when they don’t handle them well. Real-time solutions like CSAT.AI

Customer Service 85

Customer Service Sentiment Analysis Contact Center Technology 85

Fonolo

MARCH 6, 2020

Getting back to your customers in a reasonable amount of time will help establish a connection with your customers and give them something to appreciate about you. You can give priority to technical issues with products and deal with shipping concerns. Top content for you: Top Contact Center Trends in 2020.

Social Media 122

Social Media Customer Service Contact Center Start-ups 122

Fonolo

APRIL 9, 2020

If you have sales teams, retail staff, or manufacturing staff whose work has been affected by the pandemic, get them in to help handle the burden with the customer service team. You may find that many of them are happy to have something to do for a few hours — especially if the only other option was to be temporarily laid off.

Contact Center 81

Contact Center Manufacturing Retail Customer Service 81