Shep Hyken

DECEMBER 17, 2021

He writes about how SMBs can make the most of the holiday season by investing in proper protection. When the leftover turkey has been stowed away in the fridge and the football game has wrapped up, consumers will turn their focus to their holiday spending. Protect Parcels From Your Doorstep to The Customer’s.

E-commerce 74

E-commerce Retail Business Administration Gaming 74

Beyond Philosophy

NOVEMBER 21, 2017

It’s mid-November, and that means retailers’ annual holiday promotions are reaching a fever pitch. I like a good deal as much as anyone, but as a customer experience consultant I’ve always thought these frenzied holiday sales were penny wise and pound foolish. But this strategy does nothing to build customer loyalty.

Retail 124

Retail Sales Gaming Customer Loyalty 124

Fonolo

OCTOBER 22, 2019

This can put a lot of pressure on customer service workers who are not only dealing with a higher volume of tickets but also, potentially, a more stressed shopper. . This is why it’s so important to identify key personnel you can count on during a critical time. It’s the most wonderful time of the year! Create a Crisis Team.

Customer Service 87

Customer Service Retail Social Media Technology 87

Fonolo

FEBRUARY 24, 2021

When you first start a business, everything is on you – from accounting to customer service to sales. However, as you grow your business, you can’t focus on everything internally. This is especially the case with customer service and customer care. Reasons to Outsource Customer Service. Time Efficiency.

Social Media 134

Social Media Customer Service Start-ups Innovation 134

Callminer

APRIL 24, 2020

Not doing so risks losing valuable customers and call center talent in an industry that’s already known for high agent attrition rates. The following is a look at 12 call center best practices that can help to retain top talent and provide for an improved experience for customers: Evaluate Agents During the Interview Process.

Gaming 182

Gaming Social Media Contact Center Customer Feedback 182

Zendesk

DECEMBER 2, 2020

Like everything else in 2020, the holiday season is looking a little different this year. That’s why we got together with Chatdesk co-founders Aneto Okonkwo and Andrew Olaleye to talk about how good CX (and a little planning) can help keep the holidays merry and bright. Talk to your team about holiday protocols.

E-commerce 76

E-commerce CX Net Promoter Score Artificial Intelligence 76

Intercom, Inc.

DECEMBER 21, 2021

“We have accelerated through many years of progress as if we’re living in a time-lapse” Business is increasingly conducted online, and customer communications are undergoing a massive transformation as customer expectations change. . You can’t always get what you quant: Bringing numbers to life through user research.

Innovation 196

Innovation Engineering Entertainment Start-ups 196

Aquire

DECEMBER 21, 2021

We’re well into the holiday season, and, for many, that means preparing for festivities. And while most will focus on personal goals, like “read more books” and “exercise more,” we think there’s also a little room to work on professional goals, too. Are customers typing in keywords in your knowledge base that you don’t have?

CX 98

CX Artificial Intelligence Innovation Predictive Analytics 98

Fonolo

OCTOBER 6, 2022

Unplanned absences have a ripple effect that can impact everything from customer satisfaction to agent attrition to contact center KPIs—and that’s something you shouldn’t ignore. booked vacations, paid holidays, jury duty). The resulting percentage shows how much time your agents spend away from their workstations during working hours.

Contact Center 81

Contact Center Customer Satisfaction Start-ups Technology 81

Zendesk

JUNE 30, 2022

In fact, you’re just beginning the real work of maintaining that relationship and keeping them satisfied and loyal. After all, acquiring new customers is expensive. Additionally, investing just 5 percent in customer retention has been shown to boost profits by a minimum of 25 percent. Pop the champagne!

Sales 98

Sales Non-Profits Customer Retention Social Media 98

SurveySensum

JANUARY 10, 2024

Like many others, this company was passionate about improving its services and relied on customer feedback. But don’t worry; this blog will provide you with the worst and best times to send a survey so that you can evaluate your strategies and gather authentic customer feedback. They were asking for feedback on their products.

NPS 52

NPS Customer Feedback CX Text Analytics 52

Steven Van Belleghem

SEPTEMBER 28, 2022

I always try to focus on the hopes, not the fears. Be fun – create joy for your customers. Trust – don’t let difficult customers ruin the experience of the good ones. Every company has difficult customers and a very small part of them will even be dishonest. Show your customers that you trust them.

CX 113

CX Social Media Sports Innovation 113

Fonolo

FEBRUARY 17, 2022

Though customers should be the key focus of all call centers, agents are the driving behind-the-scenes force who ensure these customers enjoy a timely, empathetic, and efficient experience. After all, happy agents lead to happy customers and, ultimately, award-winning customer experience. . An added bonus?

Contact Center 87

Contact Center Start-ups Social Media Technology 87

Execs In The Know

MARCH 22, 2023

Some of the most notable benefits I have seen on our team are the ability to keep talented, knowledgeable employees, allowing for a much healthier work/life/school balance, as well as no labor issues during high vacation times like the holidays. Speed and accuracy are two of the main variables we’re always looking to optimize.

CX 52

CX Contact Center Start-ups Education 52

Fonolo

JANUARY 10, 2019

However, the decision becomes more complicated when outsourcing means that another company will be in interacting with your customers. Contracting out your call center can cut overheads significantly, but poor service could lead to a mass departure of customers. As we’ve written about extensively, customer experience (CX) is important.

Contact Center 103

Contact Center Artificial Intelligence Data Entry Social Media 103

Logicalware

AUGUST 5, 2021

For instance, when I last wrote about fraud in financial services, a major concern was the impact of open banking and the potential exposure of customer data to others outside the traditional banking ecosystem. EU mandated countermeasures also appeared to compromise the goal of effortless customer experiences. Action Fraud says £34.5m

E-commerce 83

E-commerce Omnichannel Finance Engineering 83

Steven Van Belleghem

JANUARY 31, 2021

Insights that are useful for customer-oriented innovation tend to only appear after 4 or 5 consecutive whys”, he explained. “If If you run a survey asking people “why do you go to Disney on holiday?”, Go live with your customers. The multiple “why?” most people might tick the box “I go for the new rides and new attractions”.

Customer Experience 98

Customer Experience Manufacturing Innovation Hospitality 98

MattsenKumar

MAY 14, 2021

In the pre-COVID era, organizations could easily keep a tab on agents’ utilization and reduce shrinkage. In the pre-COVID era, organizations could easily keep a tab on agents’ utilization and reduce shrinkage. Ever since the COVID-19 outbreak, outsourcing organizations have tried every trick in their satchel to attain normalcy.

Contact Center 52

Contact Center Non-Profits Legal Technology 52

Customer Service Life

NOVEMBER 7, 2020

Early in my career as a customer service leader, I worked for a company that had a tradition of ordering lunch for the entire office on Fridays. Those were great times and that custom remained a part of our culture for many years. And eventually, it was squashed and the customer service team had to attend Friday lunch in shifts.

Contact Center 71

Contact Center Start-ups Gaming Customer Service 71

1 to 1

JANUARY 25, 2024

That was the main theme at the National Retail Federation (NRF) “Big Show ,” which recently brought thousands of retailers, technology companies, and customer experience experts together over four days at New York City’s Javits Center. s vice president of customer-facing applications development. The topic of AI was everywhere.

Retail 26

Retail AI Artificial Intelligence Contact Center 26

Win the Customer

MARCH 14, 2016

People can now be in touch and up to date through their phone, receiving news, keeping up with social media and even watching their favorite shows. People can now be in touch and up to date through their phone, receiving news, keeping up with social media and even watching their favorite shows. consumer has now exceeded that of TV.”.

Retail 104

Retail Manufacturing Social Media Sales 104

Zendesk

DECEMBER 1, 2022

Let’s take a moment to recognize how hard customer service teams work to keep your customers happy. That’s a big mandate even during the best of times. Today, it feels like businesses are dealing with higher ticket volumes and more customer issues than ever before. But that’s not the case.

AI 52

AI Customer Service Sentiment Analysis Retail 52

Intercom, Inc.

SEPTEMBER 26, 2018

In the world of recurring revenue, SaaS companies realize they need engaged customers if they are to grow a healthy, sustainable business. This is where having a solid customer engagement strategy comes in. Nowadays, you have to win over your customers month after month just to keep the lights on. Those days are over.

Start-ups 202

Start-ups Customer Feedback Sales 202

Fonolo

AUGUST 20, 2019

As customers and clientele begin to re-emerge from their sun-soaked vacations, and step firmly back into reality and back-to-school or back-to-work shopping, contact centers in the retail industry and beyond will no doubt see a sharp influx in customer inquiries, emails, messages, and phone calls.

Contact Center 57

Contact Center Retail Customer Service Technology 57

Zendesk

DECEMBER 1, 2021

It’s what every business strives to achieve: attract new customers, provide unparalleled service and goods, and build a relationship that ends up in years of repeat business. Getting there, however, requires more than good intentions—it takes implementing a customer lifecycle management process. Customer engagement is key here.

CRM 52

CRM Social Media Customer Acquisition Customer Loyalty 52

Comm100

NOVEMBER 3, 2016

You’ve probably noticed that customers hate waiting, whether it’s in person, online or on the phone. But during the holiday season, an increase in wait time may be hard to avoid. While it’s great if it can translate to an increase in revenue, long customer wait times can sabotage the potential holiday gains.

Entertainment 45

Entertainment Social Media Customer Service Retail 45

Customer Bliss

AUGUST 15, 2017

Annette Höher-Bäuerle went from being internal legal counsel at the Thomas Cook Group to leading all of Customer Experience globally. Her skills and long tenure with the company led her to use agile design thinking to prove and implement changes in the customer experience — to gain traction and drive real sustainable improvement.

Legal 81

Legal CX Business Administration Touchpoint 81

SugarCRM

DECEMBER 15, 2021

2021 was all about being able to see customers and deliver experiences like never before. Sugar challenged the hassles of traditional CRMs by unveiling high-definition customer experiences (HD-CX), a step beyond the traditional 360-degree customer view. 2021 is the year we let the platform do the work. We Drove Innovation.

Event Planning 49

Event Planning Construction AI Sales 49

Bill Quiseng

DECEMBER 14, 2015

In my posts, I provide advice to improve face to face customer interactions. But today’s customers are expecting service on-line and on the social media channels that they use. Since I certainly am not an expert on how to use social media for customer service, I reached out halfway around the world to someone who is, Ravi.

Social Media 151

Social Media Customer Service Customer Loyalty Start-ups 151

Zendesk

AUGUST 2, 2021

Imagine you’re in high school and trying to prepare for an AP calculus test, but your teacher never gave you homework, a study guide, or a practice test. You likely have no idea what information to study or how you’ll perform on the AP exam—not an ideal situation. What is sales analytics? Predictive: What’s going to happen? 9 sales metrics to watch.

Sales 98

Sales Gaming Predictive Analytics Actionable Insights 98

Comm100

AUGUST 17, 2022

Shep Hyken, CX expert and a New York Times best-selling author sat down with Chris Bechtel, Vice President of Global Marketing at Comm100, to discuss the state of customer experience (CX) today. Answer: “It didn’t start out as CX, it started out as CS, that’s customer service. Service is a big part of that.

CX 73

CX Start-ups Omnichannel Technology 73

Zendesk

JUNE 21, 2023

For example, customer advocates can encourage other individuals to buy from your business by sharing their unbiased experiences. For example, customer advocates can encourage other individuals to buy from your business by sharing their unbiased experiences. How is brand advocacy different from customer advocacy?

Social Media 52

Social Media Net Promoter Score Education Construction 52

Qualtrics

OCTOBER 24, 2019

Whether you’re running a store, airport, restaurant, hotel or any other kind of destination business, the holidays are likely to be your busiest time. Here’s how your teams can deliver an excellent customer experience right through to January – and want to stick around afterwards, too. Prepare with your staff. The CX benefit?

CX 32

CX Entertainment Hospitality Hospitality 32

Zendesk

MAY 5, 2022

Internal service for employees is just like customer service. Providing internal service is important because how you treat your employees trickles down to your customer relationships and impacts the bottom line. If you aren’t familiar with internal customer service, here are a few things you should know. Table of contents.

Customer Service 98

Customer Service B2C Start-ups Legal 98

Intercom, Inc.

APRIL 29, 2021

Just ask any content marketer – they would rather have the resources and the time to focus on both, because to build a strong marketing brand, you need an approach that covers both the awareness and the acquisition. Striking that balance is of the utmost importance to Joei Chan , Director of Content at the e-learning platform 360Learning.

Innovation 118

Innovation B2B Start-ups Education 118

Comm100

DECEMBER 14, 2017

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Well, the customer experience is a key ingredient to getting new business and maintaining customer loyalty.

Customer Experience 92

Customer Experience Net Promoter Score NPS Close the Loop 92

Customer Bliss

APRIL 11, 2018

The ‘Make Mom Proud’ Standard For How to Treat Your Customers , but I share them with you here as a peek into the contents of this new book – established to provide you with a new set of tools to simplify and advance your customer experience and culture transformation. Customers become the engine that grows the business.

AI 83

AI Engineering Start-ups Business Growth 83