Bill Quiseng

DECEMBER 13, 2021

Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. This week guest blogger Karen Hertzberg offers three QUI strategies to improve your service to keep customers coming back. Excellent customer service is one of the best ways to achieve this goal.

Customer Retention 173

Customer Retention Customer Service B2C Customer Loyalty 173

Intercom, Inc.

JULY 26, 2022

As the name implies, customer success involves working with your customer to discover how your products and/or services can best empower them to reach their goals and objectives. . The term “client success” is virtually interchangeable with “customer success,” but is more often used by companies that sell a B2B product.

B2B 129

B2B B2C Education Customer Retention 129

Inside Customer Service

AUGUST 11, 2022

A Target customer service rep told me via chat that I did need to download the Goatote app. I recently followed the customer journey for two companies that are trying to tackle this issue. One is James Coffee Co. , a chain of four coffee shops in San Diego that provides customers with reusable glass jars instead of disposable cups.

Customer Experience 171

Customer Experience Government Customer Service Start-ups 171

C3Centricity

APRIL 9, 2024

However, as companies continue to evolve in an increasingly digital landscape, these disparities, while significant, share the underlying goal of establishing meaningful connections with the people who buy their products and services. and then composing messages that resonate with them.

B2C 90

B2C B2B Education CRM 90

Shaun Belding

APRIL 7, 2022

The Top 10 Customer Service Stories for 2021 2021 picked up where 2020 left off in terms of being a tough year. The impact on customer service was no different If you are looking to improve your customer service for 2020, you needn’t look any further than these 10 fantastic customer service stories from 2019 […].

Customer Service 130

Customer Service 130

Customer Think

APRIL 8, 2024

Illustration 42097686 © Retro Clipart | Dreamstime.com Can your customers count on superior product and service quality regardless of the employee involved? Most employees view their total job role in terms of the requisite job knowledge and job skills needed to reliably execute assigned […]

Customer Loyalty 59

Customer Loyalty Customer Experience 59

Fonolo

FEBRUARY 21, 2023

The “trunk” in SIP trunk is a legacy term left over from the days of analog calling, when a trunk line was an actual physical bundle of phone lines connected to businesses. Some other benefits include: SIP trunking frees you from having different subscription services for voice and data. DID YOU KNOW?: SIP or PSTN? SIP or PSTN?

Contact Center 142

Contact Center Technology Technology 142

Beyond Philosophy

OCTOBER 7, 2021

Rule #1: Think long-term. . Many organizations drive their actions to suit quarterly reporting, sales figures, and profits for this year and, as a result, don’t think long term. However, customer loyalty necessitates thinking long term. All in all, Wells Fargo enjoyed extraordinary short-term results. .

Customer Loyalty 172

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

Bill Quiseng

NOVEMBER 1, 2023

And they’ve done it so often for so long that “CX” has been the traditional term for many business leaders. Let’s be revolutionary to transform CX Into CXM, customer service to customer CARE, and customer service training to an education in customer CARE or customer CARE University. Why only three? It was number four?

CX 97

CX CXM Customer Journey Map Sports 97

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 89

Customer Satisfaction CRM Actionable Insights Social Media 89

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. For example, I asked him about the short-term implications of AI, meaning in the next one to five years. Was it for a wedding?

AI 88

AI CX Start-ups Customer Service 88

Customer Think

APRIL 23, 2024

Source: Unsplash We all agree to the terms and conditions (T&Cs) for services and products we use without ever reading them. The truth is that there are not enough hours in the day for any of us to really read everything and if you wanted to query one clause on page 57 then what would […]

CX 45

CX Customer Experience 45

Beyond Philosophy

DECEMBER 22, 2023

We host Alex Mead , Global Customer Service Experience Director of Alvarez & Marsal ( alexmead@sky.com ), to discuss this crucial topic and its implications for experiences. In this episode, we hear what Mead thinks about AI and the pathways for its utility in experiences in the short and long term. Check it out here.

AI 88

AI CX Management Consulting Education 88

Customer Think

JANUARY 16, 2024

Customer service emerges as a vital difference in the fast-paced and complex world of logistics, where the smooth transportation of goods is crucial. The term “customer service in logistics” refers to a complex collection of contacts and operations that extend beyond cargo deliveries.

Transportation 69

Transportation Customer Service 69

Beyond Philosophy

OCTOBER 5, 2023

Like many of you, our listener Brian Williams is grappling with the additional costs of doing business in our era of sustained inflation. He and his colleagues are in a pickle, and they asked for our help. Williams and the company wondered if they should raise prices or add additional fees to cover it.

Sports 151

Sports Start-ups Retail Education 151

Zendesk

MAY 27, 2022

As a service-first company, we update our terms and policies on an annual basis, driven by customer feedback, evolving legal standards, and product updates. If you would like more information about our legal terms, please visit our Agreements and Terms Website. A summary of the key updates is below. Privacy Notice.

Legal 98

Legal Compliance Customer Feedback 98

TeamSupport

MARCH 28, 2024

You must first redefine what customer service means entirely. Catering to Your Customer: When and Where It Matters Today, the power rests in the customers’ hands—you’ve got to meet them on their terms. It's here that TeamSupport Software shines, revolutionizing customer support management.

Customer Service 52

Customer Service Customer Satisfaction Innovation Customer Relationship 52

TeamSupport

MARCH 28, 2024

You must first redefine what customer service means entirely. Catering to Your Customer: When and Where It Matters Today, the power rests in the customers’ hands—you’ve got to meet them on their terms. It's here that TeamSupport Software shines, revolutionizing customer support management.

Customer Service 52

Customer Service Customer Satisfaction Innovation Customer Relationship 52

Bill Quiseng

DECEMBER 6, 2023

INVESTMENT Your employee should be seen as a long-term investment in your business and not as a short-term labor expense. English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. ASSETS Your employees are not your most important assets. Don’t just be good. Be GREAT out there!

Social Media 158

Social Media Customer Loyalty Customer Expectations Customer Service 158

C3Centricity

APRIL 23, 2024

Anything below a 2:1 ratio is considered not profitable, as the costs to produce and distribute goods/services often mean organizations will break even with their spend and returns. While B2B companies have a slightly lower ROI, they benefit from the long-term value of relationship building and lead nurturing through email.

E-commerce 90

E-commerce Social Media Innovation B2B 90

CommBox

DECEMBER 5, 2023

Takeaways: Unleashing ChatGPT’s Power for Customer Support Crafting Dynamic Conversations with ChatGPT Practical Steps for Chatbot Development and Integration Transforming Customer Service: A Strategic Approach with ChatGPT 1. ChatGPT, powered by OpenAI’s advanced GPT-3.5 ChatGPT, powered by OpenAI’s advanced GPT-3.5

Customer Service 97

Customer Service Artificial Intelligence Innovation Start-ups 97

Intercom, Inc.

MAY 25, 2022

We are building for the long term – that means ensuring reliability by default, and the ability to accommodate massive scale as we grow. . We want to truly partner with our customers to ensure we are solving their problems, at scale, for the long term. . We’re growing alongside our customers. Can Intercom do that?

Engineering 252

Engineering Technology Technology Customer Experience 252

ECXO

MARCH 15, 2024

While some companies have mastered the art of delivering exceptional customer service, others may still need a little help finding the perfect balance between what their customers want and what their business needs. The 7 Sins of CX The first, and perhaps the most glaring of these sins, is the failure to listen to your customers.

Customer Experience 96

Customer Experience Net Promoter Score VOC Innovation 96

Intercom

NOVEMBER 16, 2023

That is the sobering picture of the state of customer service in the UK as of July 2023. For Jo Causon , CEO of The Institute of Customer Service and today’s guest, this alarming drop in satisfaction levels is a wake-up call to refocus on the essentials. When it comes to customer service, you really do reap what you sow.

Customer Satisfaction 101

Customer Satisfaction Start-ups Customer Service Finance 101

Beyond Philosophy

AUGUST 11, 2022

She thinks customer service is out the window and that getting a good experience is a pleasant change from the usual. Customer service is not going well these days, and many problems are out there. The postal service isn’t breaking customer experience records right now either. Mandy is right.

Net Promoter Score 146

Net Promoter Score Gaming Customer Expectations Customer Service 146

Shep Hyken

JULY 7, 2021

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? I remember the term customer experience being used as a fancy phrase to describe customer service. That included customer service and much more.

Customer Service 135

Customer Service Customer Experience Gaming CX 135

Lumoa

FEBRUARY 14, 2024

A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. But, developing a CX strategy that works is much more challenging than simply fine-tuning customer service processes. This is because CX involves many factors that are outside your direct control.

Customer Experience 83

Customer Experience ML Social Media CX 83

Fonolo

FEBRUARY 7, 2023

A commitment to care for your personal well-being is above and beyond the customer service you might usually expect from a financial institution. To serve customers well, innovation and excellent customer service is a must. The post Hawaii State FCU Improves Customer Service with Voice Call-Backs first appeared on Fonolo.

Customer Service 140

Customer Service Innovation Customer Satisfaction Technology 140

Intercom

FEBRUARY 6, 2024

As Intercom’s VP of Customer Support, I have had the opportunity over the last year to lead an AI-driven customer service strategy. To say that I am excited about the future in customer service is somewhat of an understatement. It’s been one of the most fascinating and rewarding journeys of my career to date.

AI 98

AI Customer Service Customer Journey Map Engineering 98

CallCare

JANUARY 31, 2024

The underlying cause of these staff shortages are multifaceted as budget constraints, burnout, and increasing demands for these services all contribute to the scarcity of healthcare professionals. These are long term plans which require proper planning and adequate funding.

Healthcare 59

Healthcare 59

Fonolo

SEPTEMBER 16, 2021

Studies have proven that tone of voice in customer service is even more important to a successful interaction than the specific words that are being said, and that an agent’s energy will translate to their customer even without face-to-face interaction. The term is used to describe how a voice literally sounds while speaking.

Customer Service 167

Customer Service Social Media Start-ups Technology 167

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. ” John DiJulius. Acknowledge.

CX 97

CX CXM Customer Journey Map Education 97

SurveySensum

APRIL 22, 2024

When customers trust that their acquaintance is safe, they are prepared to use the organization’s digital platforms and services more readily. In the current age of the cybersecurity world, revenue in the Cybersecurity market is projected to reach US$183.10bn in 2024. So, what are the impacts of cybersecurity in real life?

Compliance 52

Compliance Customer Feedback Government Start-ups 52

Fonolo

SEPTEMBER 14, 2023

In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover. We’ll look at customer service and professional growth goals for agents and discuss some specific goals for managers, too.

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

Shep Hyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. 18 Tricks to Getting Better Customer Service by Beth Braverman.

Customer Service 134

Customer Service B2C Customer Loyalty B2B 134

Intercom

FEBRUARY 22, 2024

We’re all aware of how the customer service function has long been perceived as a cost center rather than value driver. Traditionally, the received wisdom was that as a business grew, its customer service costs would grow in a linear fashion. What are the economics of customer service?

AI 52

AI Customer Service Technology Technology 52

Beyond Philosophy

MAY 6, 2023

Now, part of not having any content on the subject means I didn’t have a definition ready for the term. Now, part of not having any content on the subject means I didn’t have a definition ready for the term. Vijay, one of our listeners, drew my attention to a deficit in my content regarding customer strategy.

Customer Experience 147

Customer Experience 147