ECXO

MAY 16, 2024

Customer-centric leadership – what does it mean? In an increasingly competitive world where customer needs and expectations are continuously evolving, the concept of “customer-centric leadership” has become a cornerstone for driving successful businesses. So, what does it mean to be a customer-centric leader?

Touchpoint 69

Touchpoint Customer Journey Map Education CX 69

Inside Customer Service

MARCH 2, 2023

This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. The topics ranged from the training they received to whether they had a good friend at work. There was some good news.

Contact Center 213

Contact Center Start-ups Customer Service 213

Inside Customer Service

NOVEMBER 17, 2022

A LinkedIn post asked managers to share what they find most difficult about holding customer service employees accountable. Holding an employee accountable means making them responsible for their work. They want to be entrusted with responsibility and given the opportunity to take ownership of their work. It's hard.

Customer Service 209

Customer Service Start-ups 209

Inside Customer Service

APRIL 27, 2023

Do your customer service goals inspire the team? In fact, the model works by getting rid of all that nonsense. 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. For example: Improve customer service.

Customer Satisfaction 206

Customer Satisfaction Customer Service Customer Survey Technology 206

Inside Customer Service

NOVEMBER 9, 2023

A customer calls your company for service. The survey is intended to evaluate overall customer service and the individual rep's performance. It works by tapping into your existing data to answer a fundamental question: Is the customer happier at the end of the contact than they were at the beginning?

Customer Survey 215

Customer Survey Sentiment Analysis Customer Satisfaction Customer Service 215

Inside Customer Service

AUGUST 10, 2023

You want your team to grow their customer service skills. My advice is to focus on three fundamentals: Rapport Listening Problem-solving These skills are the foundation of consistently great service. Rapport Skills Building rapport is the process of getting customers to know, like, and trust you. Why is rapport essential?

Customer Service 199

Customer Service Start-ups 199

Inside Customer Service

AUGUST 25, 2022

An informal LinkedIn poll revealed that 41 percent of people worked on a team that had its own mission. There are two situations where I've seen a department-specific mission statement work well. There's also one situation where it's not a good idea. Focused on customers. Department mission statements are fairly common.

Innovation 170

Innovation Customer Service 170

Inside Customer Service

DECEMBER 8, 2022

Where did you learn your customer service skills? There's a good chance many came from experience. You might even remember specific customer interactions that taught valuable lessons. Perhaps you had a good boss or mentor. Yet those lessons often didn't sink in until you tried them out with a customer.

Start-ups 224

Start-ups Retail Customer Service 224

Inside Customer Service

JULY 13, 2023

Some remote customer service professionals have built great relationships with coworkers. My 2023 burnout study found that remote contact center agents are just as likely to have a good friend at work as agents who work onsite. That often happens informally when you work in the same office.

Contact Center 187

Contact Center Customer Service 187

Bill Quiseng

DECEMBER 6, 2023

It is about how your employees FEEL about you and your company. As a leader, don’t be just good to your employees. Don’t just be good. FIND KEEP Your business success is not dependent on how many candidates you find. It’s all about how many employees you keep. PASSION Work because you HAVE TO is a job.

Social Media 158

Social Media Customer Loyalty Customer Expectations Customer Service 158

Inside Customer Service

JULY 14, 2022

An employee who worked for another department was sometimes loaned to my team. A monthly payroll report showed a lot more hours were charged to my team than she had actually worked. Someone who did good work and was well-liked. In one month, she added 40 hours of time that she didn't actually work. Even hurtful.

Customer Service 225

Customer Service 225

Inside Customer Service

OCTOBER 21, 2021

There had been some customer service issues within the department. The director had brought me in to meet with his leadership team and help create a strategy to improve the service culture. Leaders try all sorts of approaches to get their employees to do good work. The best customer service leaders make it easy.

Customer Service 163

Customer Service Gaming Start-ups Customer Experience 163

Intercom, Inc.

MAY 26, 2022

First contact resolution (FCR) is a metric that measures how often your customers’ queries are resolved after their first call, email, text, or chat session with your company’s support team(s). It provides a view on how efficient your company is at responding to your customers’ challenges. . What is a good FCR rate? .

Net Promoter Score 210

Net Promoter Score Customer Satisfaction Customer Service 210

Bill Quiseng

NOVEMBER 6, 2021

When you are working in customer service, you have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. The good news is that your satisfied customers didn’t complain. The good news is that your satisfied customers didn’t complain.

Customer Service 174

Customer Service Customer Experience 174

Intercom

MAY 16, 2024

It’s no secret that AI is creating an entirely new way of working for customer service teams. And while the benefits are obvious, embracing a completely new way of working can still feel pretty daunting. The good news is that it doesn’t have to. How you ramp up is entirely your call.

AI 52

AI Customer Service Start-ups Technology 52

Intercom

NOVEMBER 16, 2023

Customer satisfaction scores in the UK have taken the biggest hit since 2015. But not all is lost – today’s guest shares her thoughts on how to get it back up. Organizations are taking longer than expected to solve complaints, problems remain unsolved, and more customers complain that issues are met with excuses or indifference.

Customer Satisfaction 101

Customer Satisfaction Start-ups Customer Service Finance 101

Beyond Philosophy

APRIL 11, 2024

Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. But how should you do it, and why is it important?

Sales 78

Sales Customer Experience 78

Intercom, Inc.

MARCH 28, 2022

How do you set your business up for consistent, continuous growth? Not only is this what customers want (and expect), but it also will have a significant impact on revenue for businesses going forward. When a customer reaches out with a question while they’re on a free trial, is that a support issue or a sales issue?

Business Growth 228

Business Growth Touchpoint Sales Technology 228

Fonolo

OCTOBER 19, 2023

If you’re in the contact center industry, 80/20 service levels are likely nothing new. You may have used 80/20 service levels in your operations! Those are good questions! To truly understand what SLAs will work for your organization, it’s helpful to have a definition of 80/20. Is 80/20 Right for My Contact Center?

Contact Center 81

Contact Center Social Media Construction AI 81

Service Quality Institute

MAY 14, 2024

.” it is good customer service but NOT Service Recovery. Most organizations never admit mistakes and less than 1% practice Service Recovery. Keeping customers is critical to your growth. Gaining a new customer is expensive. In my book, Achieving Excellence Through Customer Service.

Retail 52

Retail Customer Service 52

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. One thing I appreciate about Mead is how his opinions make me think. He predicts that customers can ask, “Hey!

AI 88

AI CX Start-ups Customer Service 88

Fonolo

JANUARY 31, 2023

Yes, training agents to use the phones and customer management systems is important, but agents must also learn and practice ‘soft-skills’ like empathy and active listening every day. Call center training is important because it’s part of your customer service plan – and part of a strong employee engagement plan.

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141

Intercom, Inc.

JUNE 16, 2020

For nearly a century, companies held to the same principles for driving growth: deliver value to stakeholders and employees first, then to customers. Customers, too, expect more and will put their money where their values are. Customers, too, expect more and will put their money where their values are.

Customer Loyalty 237

Customer Loyalty Social Media Gaming Customer Relationship 237

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. Friendly service.

Artificial Intelligence 154

Artificial Intelligence Contact Center CX Machine Learning 154

Intercom, Inc.

JULY 2, 2020

If you can maximize your team’s productivity, you can help more customers at lower costs. And it makes sense: in order to be around to support your customers well into the future, you need a solid foundation for scale. . In her own words , “When you take care of your customers, the revenue comes.”

Construction 253

Construction Start-ups Business Growth Customer Loyalty 253

Bill Quiseng

JANUARY 25, 2023

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. Ultimately, success in retail customer service is all about interpersonal skills. The right people are.”

Customer Service 103

Customer Service Retail Education CX 103

Fonolo

AUGUST 29, 2018

This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Taking in the noise is part of the job, and we’re good at doing it. Contact center professionals?

Contact Center 271

Contact Center Non-Profits Technology Technology 271

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Customer Experience 110

Customer Experience Artificial Intelligence CXM E-commerce 110

Beyond Philosophy

AUGUST 11, 2022

Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. I felt worked up about a few things around this time. Mandy Morgan wrote in with a litany of comments that support how I feel. Mandy is right.

Net Promoter Score 146

Net Promoter Score Gaming Customer Expectations Customer Service 146

DMG Consulting

APRIL 8, 2024

However, when all is said and done, today’s WFM solutions still have the same two core objectives they had when first introduced over 50 years ago: forecasting the volume of work expected to arrive in a given time frame and scheduling the appropriate resources to get the work done within a service level.

Contact Center 62

Contact Center Artificial Intelligence Engineering Innovation 62

Intercom

DECEMBER 18, 2023

You satisfy your customers, but can you satisfy our curiosity? With Javier Muñiz , Customer Success Lead at Bookinglayer. Bookinglayer is a booking software for businesses with complex booking needs, offering packages that usually combine accommodation, activities, and/or services. My title is Customer Success Lead.

Customer Service 98

Customer Service 98

Steven Van Belleghem

DECEMBER 19, 2022

How Decathlon is building an Offer You Can’t Refuse. I want to circle back a little bit to my Offer You Can’t Refuse concept, of which you can see a short refresher clip here: These days, customers have come to really expect four layers of value: They obviously want a good product. More than the 4 layers.

Sports 136

Sports Retail CX Customer Experience 136

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? They unanimously agreed that 2024 is the year of the ICP (Ideal Customer Profile). The cohesion between these teams can significantly drive customer value and results, which impacts retention, expansion, and, ultimately, predictable growth.

Sales 110

Sales Business Growth Innovation AI 110

Beyond Philosophy

MAY 9, 2024

A Master Class: Unlocking The Psychology of Customer Experience Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: This issue is the first in an eight-part series to explore customer behavior and the psychology driving it.

Start-ups 78

Start-ups Customer Experience Sales 78

Shep Hyken

SEPTEMBER 15, 2021

Think about this … what if you were to charge a customer just to talk to you about what you would sell them? What would you have to do for your customers to be willing to pay for the privilege of buying your products or services? This is just to get you thinking about how good you really are. You get the idea.

Retail 143

Retail Gaming Start-ups Customer Service 143

Win the Customer

MARCH 22, 2021

The Importance of Using a Secure Fax and a virtual office address where the service provider will forward all of your mail, this is a really good one for Modern technology has made it easier for small business owners to manage and track multiple tasks at the same time. Accounting Software.

Technology 188

Technology Technology Finance Start-ups 188

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Customer Service 139

Customer Service Sales Start-ups Voice of the Customer 139