2021

Customer Service Lessons from a Snake Farmer

Shaun Belding

Customer Service Lessons From a Snake Farmer The very foundation of outstanding customer service, as well as successful selling, is the willingness and ability to be truly interested in each customer you meet.

Celebrating Tony Hsieh's Contribution to CX

CX Accelerator

by Jeremy Watkin and Community. The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception.

CX 237
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Tips & strategies for improving customer experience

Callminer

Read this blog to learn how the right tips and strategies can help your organization deliver positive, effective customer experience

Multimodal User Experience Design Best Practices

Jacada

Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it.

How to Create Customer Loyalty

The Belding Group

How to Create Customer Loyalty “How do you create customer loyalty?” ” It’s a question I’m frequently asked. It’s a great question, the answer to which is most often ignored when organizations are developing their business strategy. Don’t get me wrong.

How to fix customer experience by keeping your promises

Inside Customer Service

Domino’s helped me survive college. My school had a deal with the local Domino’s franchise where you could use your meal plan to order a pizza. The meal plan even covered the delivery driver’s tip. It was way too convenient for a student who was strapped for cash.

Be the Customer

Bill Quiseng

As a customer service professional, you have been told by your supervisor to interact with all customers as if they are the customer persona. Of course, it is easier to have one of your customer personas. A persona is the general image of customer personalities.

More Trending

Customer Success Is the Key to Digital Transformation

TSIA Customer Success

To many in the technology industry, customer success and customer experience are viewed as the same teams. However, TSIA’s research shows that customer success and customer experience are two separate departments with different roles and responsibilities.

Why digital bank statements must change with consumers habits

Adrian Swinscoe

This is a guest post from Jason Howard, Executive Vice President at Ethoca. Online shopping has changed dramatically in the last 12-18 months, with online spending […]. The post Why digital bank statements must change with consumers habits first appeared on Adrian Swinscoe

130
130

Follow the Chain of CX Value to Drive Impact

Heart of the Customer

Done right, CX is a business discipline where organizations thrive by investing in an improved customer experience. That notion is largely accepted, even though it’s not always practiced. The challenge there is knowing where to invest.

CX 142

Customer Service Training Needs Different Approaches

Shaun Belding

If you use a traditional training approach with customer service, it will fail. It will fail to engage participants, it will fail to stimulate adoption of new skills and, most importantly, it will fail to make the kind of sustained difference you’re looking for.

6 Important Soft Skills Every Call Center Agent Needs

Fonolo

Call center employees wear many hats! Agents are tasked with providing customer service, solving customer problems, and conducting research — all with a smile and a positive attitude.

25 Call Center Technology Trends to Watch in 2021

Callminer

Read this blog to learn about the 25 top trends for 2021 in call center technology

The True Cost of Employee Disengagement in the New Normal

Jacada

Demanding callers. Complex processes. Impossible expectations. These are some of top contact center pain points driving employee disengagement today.

8 Things I Learned From My Dad

The Belding Group

Father's Day is a great time to reflect on how much of a difference we can make in the lives of those around us. Whether you are a parent, a friend, a teacher, a leader, a service provider or just a casual acquaintance, you have the opportunity every day to make a difference in someone's life.

208
208

How to rapidly improve your service culture

Inside Customer Service

Advertising disclosure: 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. Tell me if this sounds familiar. The CEO announces a service culture initiative.

Lessons from the Pandemic to Improve Your Customer Experience Now

Bill Quiseng

When first confronted with this pandemic we moved quickly to identify the high risks for our employees and our customers and then worked to define the action steps required to minimize those risks.

Strengthening Relationships Through Customer Success

Futurelab

The history of the Customer Success profession dates back to 1996, when a CRM vendor, Vantive, realized that their system had a high failure rate, an issue that certainly didn’t help their quest to have 100% of their customers willing to serve as references.

CRM 207

The Importance of Setting Your Charter for Customer Success

TSIA Customer Success

One of the biggest mistakes customer success executives make is undervaluing the power of the charter of customer success. To many executives, creating a charter is a check-box effort rather than a blueprint for success.

Contact centres simplified: 3 ways to turn theory into practice

Adrian Swinscoe

This is a guest post from Ross Daniels, Chief Marketing Officer at Calabrio. In our last two blogs, we introduced the concept of adding simplicity to […]. The post Contact centres simplified: 3 ways to turn theory into practice first appeared on Adrian Swinscoe

130
130

Interview: Creating a Clean Experience

Heart of the Customer

How would you respond if your deliberately behind-the-scenes customer experience efforts were suddenly thrust to the foreground? That’s the challenge Office Pride Commercial Cleaning Services’ CEO Todd Hopkins faced when COVID changed the way we all think about cleaning.

B2C 138

5 Reasons Your Customer Service Training is Failing – Part 3

Shaun Belding

I often think that, if chemistry was taught as haphazardly as customer service often is, there would be a lot more unintended explosions in the classroom. There is a huge amount of misinformation and misconceptions on the skills, behaviors and mindsets for creating outstanding customer service.

How to Develop a Customer Service Strategy for Your Contact Center

Fonolo

No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Ultimately, if customers don’t have a good experience, they’re likely not going to call back.

25 Call Center Technology Trends to Watch in 2021

Callminer

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space.

Uniphore & Jacada Help You Innovate Your CX

Jacada

On July 27th 2021, Uniphore and Jacada signed a definitive agreement according to which the two teams will become one.

To Create Outstanding Customer Experience, Leaders Have to Do This

The Belding Group

If you are a leader in the healthcare sector, the best time to start developing your team’s adaptive resilience was fifteen months ago. The second best time is now. If you are in any other occupation, the time is still now. Shaun Belding | www.shaunbelding.com.

Lessons from The Overlook: 5 things vacation rental guests should know

Inside Customer Service

Note: Lessons from The Overlook is a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here.

Gaming 219

Social Media is Bad for Customer Service

Bill Quiseng

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not.

Building the Business Case: No Pain, No Gain

Futurelab

One of the most-commonly requested needs – often as a result of CEO/executive asks – is to build the business case for the business to focus on the customer experience. (It’s

The Importance of Setting Your Charter for Customer Success

TSIA Customer Success

One of the biggest mistakes customer success executives make is undervaluing the power of the charter of customer success. To many executives, creating a charter is a check-box effort rather than a blueprint for success.

Marginal cost but high perceived value

Adrian Swinscoe

When brainstorming ideas and strategies to boost the length and value of their customer relationships, many firms come up with lots of fancy and expensive ideas […]. The post Marginal cost but high perceived value first appeared on Adrian Swinscoe

Don’t Leave Your Customers in the Dark!

Heart of the Customer

At Heart of the Customer, we work across many different industries – in the past six months alone, we’ve partnered with life insurance, SaaS software, healthcare delivery, property and casualty insurance, non-profits, and staffing enterprises.

5 Reasons Your Customer Service Training is Failing – Part 2

Shaun Belding

Customer Service Training Mistake #2: Fail to Establish Customer Service Standards This is the second part in the five-part 5 Reasons Your Customer Service Training is Failing series exploring the most common mistakes made when implementing customer service training.

Here’s Why Contact Center Managers are Essential for Influencing Customer Perception

Fonolo

Looking for a secret weapon to improve customer perception? Chances are, you already have one in your arsenal. An unsung hero of the contact center, managers are typically known for overseeing daily operations.

Understanding and driving omnichannel customer experience

Callminer

Deepening the connection between your customers and your brand should be your top priority when implementing an omnichannel customer experience strategy. Our latest blog explores how to do that

3 Ways Employee Disengagement Is Hurting Contact Centers

Jacada

Employee disengagement is rampant in contact centers. Imagine a fire department where two-thirds of the firefighters on duty weren’t ready to respond to a call. How about a restaurant where two-thirds of the wait staff weren’t talking to patrons.

The Power of Silence

The Belding Group

Harness the Power of Silence One of the most powerful communication skills you can harness is the power of silence. Professional salespeople have known the power of silence for years, with silence being the magic ingredient to closing sales. The same is true in negotiation and leadership.

Sales 141