Execs In The Know

JANUARY 9, 2024

In the dynamic world of business and customer service, Business Process Outsourcing (BPO) has emerged as a powerful strategy for organizations to streamline operations, enhance efficiency, and focus on core competencies. However, misconceptions and myths about BPO often cloud its true potential and benefits.

Finance 93

Finance Innovation Customer Service Customer Experience 93

Inside Customer Service

MARCH 30, 2023

You want to build a service culture. Contents: What is service culture training? When is the best time for service culture training? Conclusion What is service culture training? Service Culture: a culture where employees act in service to customers. Naturally, you think of training.

Construction 182

Construction Customer Service Customer Experience 182

Inside Customer Service

MAY 13, 2021

Irritated customers were at risk of leaving. 1 Stop showing agents the queue Most contact centers let agents know how many customers are waiting. Agents spend less time calmly upset customers when they're in a hurry. Unfortunately, upset customers are more judgmental and less open to solutions.

Contact Center 148

Contact Center Start-ups Entertainment Social Media 148

Inside Customer Service

SEPTEMBER 8, 2022

Lauren worried about losing her job or getting in trouble, though she conceded that was unlikely. The conversation reminded me how important it is to show appreciation and support to customer service professionals who are working hard to serve us. I talk to a lot of customer service professionals like Lauren.

Customer Service 177

Customer Service Contact Center Retail 177

Inside Customer Service

JUNE 23, 2022

My first customer service interaction didn't end well. An irritated customer approached and I said the wrong thing. It was a terrible feeling to see a customer literally walk out the door. I've been obsessed with service recovery ever since. What is service recovery? Why is service recovery important?

Customer Acquisition 163

Customer Acquisition Social Media Customer Retention Start-ups 163

Inside Customer Service

SEPTEMBER 22, 2022

We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Customer service is hard. It requires a lot of focus, calm nerves, and the ability to work through multiple distractions.

Customer Service 130

Customer Service Start-ups Customer Relationship Management Gaming 130

TeamSupport

JULY 25, 2023

As a customer support leader, you know how important it is for your customers to be serviced in a timely manner. So, your company invests in the training needed to ensure your agents know the product and can help the customer use it. Siloed systems is one of the most prominent obstacles customer service teams face today.

Customer Satisfaction 98

Customer Satisfaction Start-ups Customer Service Customer Expectations 98

Service Quality Institute

JANUARY 10, 2024

Everyone in the world knows customer service is critical to an organization’s success. The problem in the last few years is the quality of customer service seems to get worse each month. Almost every customer-focused company in the last 20 years has gone through some variation of a customer service program.

Customer Service 52

Customer Service 52

TeamSupport

DECEMBER 20, 2023

Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. In today’s increasingly competitive marketplace, people—particularly those in customer support—are key to setting your company apart from the crowd. Needless to say, the stakes are high.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

Fonolo

JANUARY 31, 2024

If you take a tech tool like ChatGPT and ask it about call abandonment in the contact center, the AI-powered bot will give you an earful about one of the most persistent problems in the customer service industry. 75% of customers prefer call-backs to hold time, according to Zendesk. ) No kidding, right? Now you’re talking!

Contact Center 81

Contact Center Data Entry Technology Technology 81

Customer Think

MARCH 22, 2023

Most service units focus on creating guardrails and consistency. This can create a lose-lose-lose for the customer, the employee, and the company via dissatisfaction, frustration, lost revenue, and negative word of mouth. You should encourage your staff and supervisors to intelligently go beyond the norm.

Customer Loyalty 56

Customer Loyalty Technology Technology 56

Beyond Philosophy

APRIL 16, 2021

Realize that sometimes you need to lose a battle to win the war. Focus on the customer. For example, sales or marketing departments had more power than customer service, who, on the whole, always seemed to be second class. Rule #3: Realize that sometimes you need to lose a battle to win the war.

Gaming 148

Gaming Start-ups Customer Experience Innovation 148

Inside Customer Service

APRIL 15, 2021

In customer service, we take this definition a bit further. Empathy means understanding the negative emotions your customer is experiencing and taking action to help them feel better. Customer service managers tell me empathy is the top skill they hire for. Why is empathy important in customer service?

Legal 250

Legal Customer Service 250

Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

Voice of the Customer 169

Voice of the Customer VOC Social Media NPS 169

Shep Hyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. For many businesses it can take months or even years to recover from losing a key team member, especially if you struggle with hiring and onboarding employees. If repeat customers are gold, loyal customers are platinum.

Customer Service 81

Customer Service Retail B2C Start-ups 81

Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. Reducing friction : Friction happens when customers face obstacles resolving issues.

Customer Service 52

Customer Service Omnichannel Social Media AI 52

SurveySensum

DECEMBER 15, 2023

Often companies inadvertently limit their understanding of customer satisfaction by focusing solely on measuring existing customer interactions through metrics like NPS and CSAT. This provides an incomplete picture of overall customer satisfaction. These surveys play a crucial role in gaining insights into why customers leave.

Text Analytics 52

Text Analytics NPS Customer Retention Customer Feedback 52

Shep Hyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. Small Business Trends) Customer service in the U.S. I love the GIF’s!

Customer Service 85

Customer Service Social Media Contact Center Technology 85

Inside Customer Service

MARCH 10, 2022

Tyler clearly possessed a customer service superpower: the ability to identify my unspoken service cues. What are service cues? Service cues are unspoken customer needs. They're often found in the specific words a customer chooses, their tone of voice, their body language, and their actions.

Customer Service 200

Customer Service Sales 200

CommBox

JANUARY 28, 2024

Self-service support channels such as chatbots, online portals, knowledge base and FAQs are considered crucial for customer service. You might even say that they’re now mandatory for any service organization. Research indicates that 67% of consumers prefer self-service over speaking to a company representative.

AI 52

AI Customer Service Real Estate B2C 52

Intercom, Inc.

FEBRUARY 11, 2020

Here’s three better ways to create retention campaigns that feel genuine and actually work: Focus on how your product helps. 1: Focus on how your product helps. The mistake at the heart of the “We Miss You” message is that it represents the customer’s relationship to the business as personal, not commercial.

Scorecard 282

Scorecard B2B Business Growth Customer Relationship 282

Intercom, Inc.

JUNE 22, 2021

Modern customers expect a fluid, digital-first sales experience that feels like a good conversation with someone who understands their needs ”. Modern customers expect a fluid, digital-first sales experience that feels like a good conversation with someone who understands their needs. Create consistent, customer-centric experiences.

Technology 233

Technology Technology Sales Customer Expectations 233

Fonolo

OCTOBER 21, 2021

Emotional intelligence has always been a hot topic in the customer service world. If you’ve ever been frustrated after a customer service experience from not feeling heard, you know how much an experience like that can erode your trust in a brand. All it takes is one bad customer service experience to lose a customer.

Contact Center 177

Contact Center Customer Service CX Start-ups 177

Zendesk

FEBRUARY 29, 2024

Revenue churn measures the monthly recurring revenue (MRR) loss from existing customers over a specific period. This metric focuses on customers who have canceled or downgraded their monthly subscriptions. Revenue churn is most relevant for software-as-a-service (SaaS) companies or subscription-based businesses.

Customer Retention 52

Customer Retention Customer Acquisition Artificial Intelligence CX 52

Lumoa

FEBRUARY 21, 2023

VoC — or Voice of the Customer programs — helps businesses learn more about their consumers’ wants, needs, and preferences. While most VoC efforts start strongly, many tend to lose their traction over time— especially if the program isn’t properly implemented or the company becomes complacent. Here are some key insights.

VOC 83

VOC Omnichannel Customer Journey Map Touchpoint 83

Shep Hyken

APRIL 13, 2022

Just out of college I started my career as a customer service expert. It was a chosen profession that had its roots in something that happened to me when I was younger, an event that caused me to become obsessed with customer service. . These lessons laid the foundation that ignited my passion for customer service.

Customer Service 119

Customer Service Start-ups Customer Experience 119

ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? The second sin is a lack of personalization.

Customer Experience 95

Customer Experience Net Promoter Score VOC Innovation 95

Experience Investigators

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Fonolo

OCTOBER 7, 2021

That’s why it’s more important than ever to have a superior customer service strategy — that includes ensuring your retail contact center operations are optimized for a smooth customer experience. Retail customers have more options than ever to purchase a product — often even the same product! Cyber Monday.

Contact Center 141

Contact Center Retail Customer Expectations Technology 141

CommBox

MAY 18, 2022

Acquiring new customers will always cost more than keeping the ones you already have. Not to mention that upselling products to your existing customer base is much easier. That said, growing and keeping a loyal customer base is key to achieving success. This translates to reducing customer churn as much as possible. .

Social Media 98

Social Media Omnichannel Customer Acquisition Customer Loyalty 98

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94

Zendesk

NOVEMBER 16, 2021

Sales and customer service should be a natural fit. Both teams work to create successful customer interactions and move the company forward. Because sales and customer service (CS) teams are focused on different metrics, they rarely interact with each other.

Sales 98

Sales Customer Service Non-Profits Start-ups 98

CommBox

SEPTEMBER 26, 2021

Customer communication is the backbone of every enterprise that’s on its growth path. Luckily though, technology has enabled businesses to communicate with their customers efficiently. Global businesses are using multichannel and omnichannel approaches to communicate with their customers. They are: Customer angle.

Omnichannel 88

Omnichannel Start-ups Retail CRM 88

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Business Growth 101

Business Growth Customer Journey Map Gaming Sales 101

Shep Hyken

DECEMBER 7, 2022

When a client is interested in engaging me to speak at their meeting, I’ll usually ask in our initial call, “Why is hiring a customer service speaker important to you at this time?”  . Of course, there are other answers, but for today I want to focus on the last one, which is about the competition catching up. .

Customer Service 74

Customer Service Customer Satisfaction Start-ups Sales 74

Fonolo

JULY 13, 2023

In customer service, this means being totally focused on the words your customer is saying, understanding what those words mean and responding in a manner that makes them feel heard and validated. The more empathy you have with your customers, the more they will value their relationship with you - and your products.

Customer Service 67

Customer Service Contact Center Social Media Start-ups 67

Shep Hyken

AUGUST 11, 2021

“We love our customers, and they obviously love us. Not to be a “downer,” but we shouldn’t confuse a repeat customer with a loyal customer. Don’t get me wrong, I love repeat customers, and we absolutely want them. Repeat customers are very desirable. There are a number of reasons customers might come back.

Customer Loyalty 145

Customer Loyalty Retail Customer Service 145