Beyond Philosophy

DECEMBER 28, 2023

We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. Mead says that he believes AI will reduce customer effort in experiences. He predicts that customers can ask, “Hey!

AI 88

AI CX Start-ups Customer Service 88

CSAT.AI

AUGUST 17, 2022

According to Microsoft’s 2018 Global Customer Service Report 90% of respondents believe brands should give them the opportunity to provide feedback, but over 75% said that brands only give them a chance to do so half the time or less. Customers want you to know how they feel. 1) Hit the Target. 2) Keep it short.

Customer Service 104

Customer Service Sentiment Analysis Gaming Hospitality 104

Myra Golden Media

MAY 27, 2021

Watch the replay to hear my answers to: 4:04: Can you answer how to phrase the USA method if the client received an incorrect item, and we can offer a replacement or refund due to practice and send a small electronic gift certificate while the client is upset she is not going to get the item for an event?

Education 133

Education Customer Service Customer Experience 133

Beyond Philosophy

JANUARY 30, 2017

Moreover, per Groupon’s latest survey, most people lie about being happy about the gifts they receive at the holidays. When I read this study, I wondered if we lie to people about our gift receiving experience, isn’t it also likely we lie about other experiences too? Why Customers Lie to Us.

Customer Loyalty 143

Customer Loyalty Customer Experience 143

Zendesk

SEPTEMBER 3, 2021

Customer service jobs can be tough during normal times, but the pandemic has made things even harder. Customer engagement has reached record highs all while service representatives have been adjusting to longer hours, new technologies, and remote work. What is National Customer Service Week?

Customer Service 94

Customer Service Customer Acquisition Start-ups Customer Satisfaction 94

ClientSuccess

JULY 6, 2022

As CSMs, finding new and creative ways to engage with customers is not always easy. And as customer success leaders, it’s even harder to develop programs and processes to give your team the freedom and flexibility to engage with customers in this way. . What is a customer loyalty program?

Customer Loyalty 79

Customer Loyalty Start-ups Sales Customer Experience 79

Experience Investigators

JANUARY 9, 2024

Ever wondered why negative customer feedback, as prickly as it can be, might actually be the secret weapon to your business’s success? In this episode, our host, Jeannie Walters, peels back the layers of this complex but vital aspect of customer experience management. Let’s talk!

Customer Feedback 52

Customer Feedback Actionable Insights Innovation Customer Experience Management 52

Comm100

OCTOBER 30, 2017

Christmas is coming, and in the spirit of the season of giving, it’s a great time to show your customers how much you care about them with a gift or token of your appreciation. Want to gift something a little more thoughtful? Want to gift something a little more thoughtful? A Charity Donation In Their Name.

Social Media 84

Social Media Gaming Customer Service 84

Intercom, Inc.

NOVEMBER 26, 2020

Consumers have shown they are excited about the holidays and are willing to spend on gifts that lift the spirits of family and friends after such a challenging year”. Welcome to the final instalment of S.H.O.P. , our series examining the changes in retail and commerce. Listen below, and read on for our companion post. Tis the season.

Retail 118

Retail Non-Profits Sales Technology 118

Beyond Philosophy

OCTOBER 11, 2018

It describes how they give customers or prospects something with the hopes that their generosity will be returned in higher sales or customer loyalty. The idea is that the recipient will feel like they should return the favor in exchange for the gift offered. We all want to sell more. So how do we do this?

Sales 137

Sales Customer Loyalty Start-ups Customer Experience 137

Inside Customer Service

JUNE 10, 2021

Note: The following is an excerpt from The Guaranteed Customer Experience. Buc-ee's, a chain of gas station convenience stores located primarily in Texas, has developed a devoted customer base by solving this problem. The billboards speak clearly to customers on the go who desperately have to go. Gas stations can be miles apart.

Retail 163

Retail Customer Service Customer Experience 163

Customer Bliss

AUGUST 30, 2021

“It occurred to me that I had never thanked the parents of my executives for the gift of their child to PepsiCo,” she recounted in an interview. Isadore Sharp, the founder and CEO of The Four Seasons Hotels states that: It is our work to give people “a sense of purpose and the courage to believe in themselves.”.

Start-ups 124

Start-ups CX Technology Technology 124

Shep Hyken

DECEMBER 28, 2022

Instead, I like setting and resetting my goals for the year, and in my world, those goals focus on delivering an amazing customer service experience. Here are 23 ways to help you and your teams provide an amazing customer experience in 2023. . Customers want to work with people who “know their stuff.” . They are people. .

Customer Service 119

Customer Service Sales Customer Experience 119

Shep Hyken

JULY 13, 2022

For a company that provides a great customer experience, reviews can add credibility and bring in more business. There is a forum for every industry where customers talk. It may not be as public as Yelp, but it’s the place where your customers share their experiences with their colleagues. . It’s a gift.

Customer Feedback 111

Customer Feedback Start-ups Customer Service Customer Experience 111

Shep Hyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. by Janelle Estes.

Customer Service 108

Customer Service Legal Customer Loyalty CX 108

Inside Customer Service

DECEMBER 8, 2022

Where did you learn your customer service skills? You might even remember specific customer interactions that taught valuable lessons. Yet those lessons often didn't sink in until you tried them out with a customer. Many of my customer service skills can be traced directly to customer interactions. That's my story.

Start-ups 224

Start-ups Retail Customer Service 224

InteractionMetrics

JUNE 6, 2023

Qualtrics XM Institute [i] has declared 2023 the Year of Empathy, and Forbes Magazine calls empathy the “most important leadership skill” [ii] Because of this, customer service staff are receiving customer empathy training in droves. For the person empathizing, it’s tiring. That’s begging for staff turnover.

Customer Service 52

Customer Service Sports Customer Experience Innovation 52

Shep Hyken

SEPTEMBER 29, 2022

We have helped the client create a customer experience vision and define five behaviors everyone must exhibit to bring the vision to life. Their customers don’t know about this initiative. Once again, I share one of my favorite concepts: What’s happening inside the organization is felt on the outside by customers. .

Customer Service 112

Customer Service Customer Experience 112

Steven Van Belleghem

SEPTEMBER 5, 2022

Customers only need to text “Insomnobot3000” from their mobile phones and then they can talk about whatever is on their mind. Customers only need to text “Insomnobot3000” from their mobile phones and then they can talk about whatever is on their mind. And I think that this Top Gun effect falls in that last category. Lyft & Tinder.

CX 117

CX Gaming Start-ups Customer Feedback 117

Comm100

NOVEMBER 15, 2022

As customer service operations continue to digitalize, CCaaS providers are quickly recognizing that a telephone-only offering is restricting customer base and growth. On the other hand, they could partner with a digital communications platform like Comm100 and begin providing a complete omnichannel offering to their customers in weeks.

Omnichannel 77

Omnichannel Social Media Customer Retention AI 77

ModSquad

MAY 13, 2021

Every interaction with your customer is an opportunity to build your connection and inspire a sense of loyalty with them. Creating loyal customers is more essential to your ecommerce business plan than attracting new buyers. It can cost five times more to attract a new customer as it does to retain existing buyers.

Customer Loyalty 119

Customer Loyalty CRM Customer Relationship Management Sales 119

CSAT.AI

DECEMBER 21, 2022

The holiday season is rife with customer service horror stories from both customers and workers. Here are happy holiday tales of customer service heroes to draw inspiration and good vibes from: . Here are happy holiday tales of customer service heroes to draw inspiration and good vibes from: . Tis the season! .

Customer Service 86

Customer Service Sentiment Analysis AI CX 86

Zendesk

MAY 18, 2021

Travel coupons: Airbnb gives its employees $2,000 travel coupons each year. Plane tickets: Provide a gift card to the airline the company regularly uses so high-performing sales reps can pick their next vacation destination and build frequent flyer points. A pat on the back might work sometimes, but that doesn’t always cut it.

Sales 52

Sales Sports Gaming Non-Profits 52

Fonolo

SEPTEMBER 5, 2018

While we’re not all Eternia-born superheroes like him, per se, as mere mortals we can still aim to be the masters of our own universes (contact center universes, if we’re being specific here) and harness the unshakable power to satisfy our customers. Giving your customers their time back is a gift they will be grateful for.

Contact Center 240

Contact Center Social Media Technology Technology 240

Comm100

NOVEMBER 15, 2022

There’s no doubt that telephone remains a stalwart customer service channel. In Salesforce’ latest research, they found that 57% of customers prefer to engage through digital channels. Secondly, today’s consumers have high customer service expectations that traditional telephone and email support can’t deliver.

Omnichannel 84

Omnichannel Social Media Customer Retention Customer Service 84

InteractionMetrics

APRIL 13, 2024

Does your company issue customer surveys, but you’re not getting the insights you need? She also asks whether in fact, you need a customer survey! Before I get on with how to write good survey questions, let’s level set on why you are writing a customer survey in the first place. That’s it.

Double-Barreled Question 52

Double-Barreled Question Customer Survey Construction Start-ups 52

Inside Customer Service

JUNE 3, 2021

These experiences prove customers don't always have the clout they think they'd do. The uncomfortable reality is great customer service often requires leverage. What is customer service leverage? The largest customers, such as Walmart and Sysco, used their leverage to get more deliveries on-time. Leverage is power.

Transportation 231

Transportation Start-ups Customer Service Sales 231

Intercom, Inc.

DECEMBER 4, 2020

While the speed of these changes can make it feel revolutionary, a core theme we’ve heard from guests across the series is that new technologies are actually bringing us back to a more traditional way of shopping where customer experience, personalization, and even localization are at the forefront.

E-commerce 152

E-commerce Retail Technology Technology 152

Myra Golden Media

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. What advice can you give me? Engage with video.

Customer Service 127

Customer Service Contact Center Gaming Technology 127

Fonolo

JUNE 17, 2021

Give them a chance to progress. The call center industry is booming, with over 80% of Fortune 500 companies using virtual agents to support customer service. It’s important to give your agents the opportunity to learn, develop, and progress in their careers. But agent engagement isn’t just about making your employees happy.

Contact Center 140

Contact Center Gaming Healthcare Customer Service 140

CommBox

DECEMBER 9, 2021

Acquiring new customers is an excellent way to increase sales and revenue. However, retaining the existing customers plays a significant role in generating more revenue. . There is no point in acquiring new customers when you don’t have proper customer retention strategies in place. What Is Customer Retention?

Customer Retention 52

Customer Retention Omnichannel CRM Customer Experience 52

Shep Hyken

FEBRUARY 2, 2022

I recently wrote an article about the little surprises that companies – and people – sometimes give us when we do business with them. We received some great feedback, and it got me thinking of other ways to surprise our customers. Keep in mind this isn’t about a surprise appreciation gift. That’s what this follow-up is about.

Touchpoint 112

Touchpoint Start-ups Customer Service Customer Experience 112

Zendesk

SEPTEMBER 3, 2021

Customer service jobs can be tough during normal times, but the pandemic has made things even harder. Customer engagement has reached record highs all while service representatives have been adjusting to longer hours, new technologies, and remote work. What is National Customer Service Week?

Customer Service 52

Customer Service Customer Acquisition Start-ups Customer Satisfaction 52

Intercom, Inc.

FEBRUARY 2, 2022

That means acknowledging the needs of your audience or customers, and the ways this work will impact them – both positively and negatively. Diving into a new project is an exciting challenge, but it takes time to develop context, address stakeholder needs, and meaningfully understand the problem. Translating film industry phases to tech.

Social Media 220

Social Media Finance Sales 220

SurveySensum

FEBRUARY 26, 2024

And how do you listen to the voices of your customers? Are you actively listening to the voices of your employees about your company? I’ve always believed in the power of employee feedback to drive business success. In fact, the cost of replacing an individual employee can range from 0.5 to 2 times the employee’s annual salary.

Text Analytics 52

Text Analytics Close the Loop Actionable Insights Start-ups 52

ECXO

MAY 12, 2024

Mastering the Fine Art of Delivering Candid Feedback for better CX and EX We all know by now that Customer Experience has become a key differentiator for businesses of all sizes. Companies that prioritize customer experience are more likely to retain their customers and attract new ones. What does candid feedback mean?

Construction 52

Construction CX Customer Experience VOC 52

Uniphore

OCTOBER 7, 2021

It’s increasingly vital for organizations in all industries to provide superior customer service that exceeds expectations and meets users’ needs quickly and efficiently. Here are impressive examples of superior customer service: 1. Sainsbury’s Gives a Young Customer Exactly What She Wants U.K.

Customer Service 113

Customer Service Artificial Intelligence AI Omnichannel 113