Customer Service Life

JANUARY 31, 2024

Image by Gerd Altmann from Pixabay Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing quality.”

Contact Center 83

Contact Center Start-ups Customer Satisfaction Customer Service 83

Intercom, Inc.

MAY 13, 2022

The process of guiding a customer through the marketing funnel, from the first engagement as a prospect all the way to the point when a customer becomes a brand advocate, is called lifecycle marketing. . For example, a subscription-based service requires continuous nurturing so that the customer will be a repeat subscriber.

Social Media 118

Social Media Education Start-ups Customer Loyalty 118

Intercom, Inc.

SEPTEMBER 30, 2021

? ?. For Rebecca Egger, the CEO and co-founder of Little Otter , a mental health service designed for children, digital transformation will play a crucial role in scaling healthcare. That approach is already being rewarded and recognized – Rebecca was recently named on Inc Magazine’s influential Female Founders 100 list for 2021.

Healthcare 223

Healthcare Start-ups Artificial Intelligence AI 223

Inside Customer Service

APRIL 22, 2021

Customer service managers write a lot of procedures. Customer experience becomes inconsistent. Service quality erodes. Here's a five step process for writing customer service procedures your employees will love. The big challenge is getting employees to follow them. Employees forget.

Mystery Shopper 183

Mystery Shopper Customer Service Government Retail 183

Intercom, Inc.

JUNE 30, 2022

We recently launched Intercom Surveys , a new feature that empowers you to connect with customers wherever they are, capture valuable customer insights, and use collected data to drive more engaging, personalized customer experiences. ?. For years, people have been abusing surveys.

Start-ups 239

Start-ups Net Promoter Score Legal Government 239

Shep Hyken

OCTOBER 6, 2021

In a state of shock, instead of launching into the reason for the complaint email , my friend asked him, “How are you?” . That made me start thinking about the best ways to begin a conversation with a complaining or upset customer. Of course, there may be a few pleasantries to welcome a customer into the conversation.

Customer Service 141

Customer Service Customer Retention 141

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

Inside Customer Service

JUNE 17, 2021

These questions came up a lot while I was doing research for The Service Culture Handbook and The Guaranteed Customer Experience. Here's an explanation of the three concepts along how other statements fit in, like your customer service vision or brand promise. What are they for? Do we even need them all?

Transportation 148

Transportation Legal Customer Service Technology 148

Steven Van Belleghem

OCTOBER 5, 2022

Chatbots or FAQ are not always the right answer. These are hard times for customers. Speed is of the essence in customer experience. If a company is highly hierarchical and controlling, employees will often be blocked from delivering a great customer experience. Be there when they need you. Be there when they need you.

CX 104

CX Customer Satisfaction AI Customer Experience 104

Execs In The Know

MAY 4, 2023

In a recent conversation with April Obersteller, Director of Global Experience at woom, she shared how the brand approaches employee experience (EX) and customer experience (CX), its strategy for connecting with customers, and the “Magic Moments” that set children up for a lifetime of happy cycling. I did that for more than 10 years.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). Employee experience will match the importance of customer experience Shep Hyken, Customer Service and Experience Expert and New York Times bestselling author, predicts: “If you want to have a good customer experience (CX), there must also be a good employee experience (EX).

Customer Experience 123

Customer Experience AI Outlook CX 123

Beyond Philosophy

AUGUST 20, 2020

We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. . The focus was on customer-generated reviews, like restaurant reviews.

Transportation 348

Transportation Technology Technology Social Media 348

Shep Hyken

JULY 14, 2021

How do you say Yes to every customer request ? Is this customer service utopia? Both know the value of their customers hearing yes for an answer. If you dig a little deeper into the concept, it’s not so much about saying, “Yes” to every customer. And, that’s a pretty big difference, but not to the customer.

Hospitality 143

Hospitality Hospitality Transportation Customer Service 143

CSAT.AI

JUNE 14, 2023

People love memes. Here are some customer experience memes I created based on stats to encourage raising your CX. 52% of customers will change providers after one negative impression (Zendesk CX Trends Report 2023) It doesn’t take much to turn customers away. Integrate your service channels to smooth your CX.

Customer Experience 69

Customer Experience Sentiment Analysis AI CX 69

Intercom, Inc.

MARCH 25, 2021

This question has been shaping customer experience expert Jeanne Bliss ’s career for as long as she remembers. Jeanne is one of the leading voices on customer-centric leadership. In fact, she wrote her first book, Chief Customer Officer , long before that type of role was even widely known. What will your legacy be? The lesson?

CX 181

CX Start-ups Business Growth Engineering 181

Customer Service Life

FEBRUARY 29, 2024

This is one of the reasons consistent conversations with agents are so important. Part 1 – Care about the human first Raise your hand if you’ve ever been guilty of diving right into the feedback portion of a conversation with an employee. What do they love doing outside of work? What’s on their mind?

Contact Center 88

Contact Center Gaming Customer Service 88

Inside Customer Service

DECEMBER 16, 2021

That's what the IT service manager discovered when he checked with human resources. He was trying to find a reason why so many new hires were ill-prepared for the job they were hired to do. The manager learned that human resources recruited new hires using a job description meant for the customer service contact center.

Contact Center 148

Contact Center Hospitality Hospitality Retail 148

Beyond Philosophy

APRIL 18, 2024

So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out. So, even though I know I can get the lure cheaper somewhere else, I appreciate the personalized service and I buy all my fishing gear there.

Technology 78

Technology Technology Business Operations Customer Relationship 78

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

Beyond Philosophy

OCTOBER 7, 2021

To most companies, it invariably means “customers give us all their money.” So, today we’re going to talk about the five rules that will build customer loyalty. Having that kind of bond with your customers is fantastic for your business. However, customer loyalty necessitates thinking long term.

Customer Loyalty 172

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

Customer Service Life

JANUARY 25, 2021

Lo and behold, the moment you mouseover “Support” on the site, there’s a big heading for “Replacement Parts” right next to the “Contact Us” link. Lo and behold, the moment you mouseover “Support” on the site, there’s a big heading for “Replacement Parts” right next to the “Contact Us” link. But not just any Lego set.

Customer Service 136

Customer Service Contact Center Customer Experience 136

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

Intercom, Inc.

AUGUST 18, 2022

Sarah Dayan is a staff engineer at Algolia , a “Search-as-a-Service” platform that helps developers build index and search capabilities into their own platforms through an API, and the host of two tech podcasts: Developer Experience and Entre Devs. It was love at first click. Today’s guest has been through just that.

Engineering 204

Engineering Start-ups Machine Learning Education 204

SurveySensum

FEBRUARY 6, 2024

Launch cancellation surveys – a smart way to find out why customers say goodbye, but in a friendly and helpful way. A cancellation survey is a set of questions sent to users to determine why your customers are leaving. ” But it doesn’t end there – businesses listen and come up with new ideas to convince customers to stay.

Customer Feedback 52

Customer Feedback Net Promoter Score Start-ups Text Analytics 52

Fonolo

MARCH 9, 2023

CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros identify pain points and reduce customer complaints in the contact center. If you guessed there are more complaints than ever, you’re right. If you guessed there are more complaints than ever, you’re right.

Contact Center 87

Contact Center Omnichannel Sentiment Analysis Customer Satisfaction 87

Shep Hyken

NOVEMBER 17, 2021

Assuming that every other airline has these self-service digital options, what if one didn’t? If it means using digital to achieve easier, faster, and more convenient, then customers will use a digital channel. More and more customers are looking for digital and self-service options. It’s simple. Easier wins. Faster wins.

Customer Service 112

Customer Service Customer Experience 112

Steven Van Belleghem

SEPTEMBER 28, 2022

Be fun – create joy for your customers. When I went to see Top Gun 2 with my family, we loved it so much that it inspired me to create a new concept, which I called the “ Top Gun Effect ”: it’s about creating CX experiences that are simple and old-fashioned ‘feel good’ done right. Show your customers that you trust them.

CX 113

CX Social Media Sports Innovation 113

Win the Customer

AUGUST 10, 2016

We’ve all heard the all saying that “the customer is always right”, but is the customer really always right? Here are four reasons why: The Customers Make the Business. One reason that many businesses still go by the “customer is always right” standard is that they know how important their customers are.

Business Administration 131

Business Administration Customer Loyalty Customer Service Customer Experience 131

Beyond Philosophy

JULY 6, 2023

The reason why would probably surprise you, but it’s one of those little secrets about why customers buy that they don’t tell you. People love it. Most of the positive comments are about service. The Magic Castle Hotel made the top ten of all Los Angeles hotels on Trip Advisor.

Government 78

Government Education Customer Retention Customer Experience 78

Customer Service Life

MARCH 13, 2023

My team happens to use Zendesk — and like many systems for supporting customers, we have the ability to add relevant tags to tickets. In seeking to better connect with that purpose, I’ve landed on three key reasons for using them. When it comes to tagging, this is a game changer for a couple of reasons.

Social Media 96

Social Media Gaming Start-ups Customer Satisfaction 96

Beyond Philosophy

JUNE 9, 2022

Many organizations bust their backs trying to deliver excellent Customer Service. However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. Self-service has been one of the most significant trends in all business in the last two decades.

Technology 88

Technology Technology AI Customer Service 88

Customer Service Life

NOVEMBER 10, 2022

A customer contacts us with an apparent product issue. Before reporting to engineering we get a sense of how many customers are impacted by the issue. Upon realizing the wide impact, the question that inevitably arises is: How did it take the customer support team so long to discover this issue?

Contact Center 130

Contact Center Text Analytics Engineering Social Media 130

Inside Customer Service

NOVEMBER 11, 2021

A great brand promise is a core element from my book, The Guaranteed Customer Customer Experience. For many businesses, it can be an essential part of a strategy to win and retain customers. Let's start by looking at the connection between a brand promise and customer experience. You can also see it on the Indeed website.

Start-ups 130

Start-ups Customer Experience Sales 130

Shep Hyken

JANUARY 10, 2022

Each week I read many customer service and customer experience articles from various resources. The New York Times) The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. (The Here are my top five picks from last week.

Customer Service 72

Customer Service Customer Loyalty Manufacturing Sales 72

Help Scout

JUNE 8, 2021

Still, using AI chatbots for customer service makes plenty of sense. Use an automated conversational approach to encourage more customer self-service: Help customers find answers themselves by guiding them step by step to the right self-service options. The two main types of chatbots.

AI 144

AI Machine Learning Artificial Intelligence Technology 144

Intercom, Inc.

JUNE 23, 2022

The process of purchasing software is increasingly complex – the choices for products and services are endless, and customers have a harder time parsing which companies to trust and which product will better cater to their needs. Customers are looking more and more to their peers before considering a purchase.

B2B 118

B2B Education Start-ups Agriculture 118

Fonolo

MARCH 2, 2021

Tracking is vital to providing a great customer experience and running a call center. And if you want them to improve, you need to be holding the right yardstick. And if you want them to improve, you need to be holding the right yardstick. The customer service industry got turned on its head in 2020.

Net Promoter Score 148

Net Promoter Score Contact Center NPS Customer Satisfaction 148