Inside Customer Service

JULY 14, 2022

Despite strong talk about integrity and excellent service quality, the real value for our director was image. Values can be very important in a customer-focused organization. They help define the service culture and guide employees when they’re faced with a tough decision. The director's explanation has always stuck with me.

Customer Service 225

Customer Service 225

Inside Customer Service

AUGUST 25, 2022

Its purpose is to serve as a True North that points employees in the right direction when they get stuck or need guidance. The best customer-focused mission statements share three characteristics : Simple and easy to understand. Focused on customers. Unfortunately, executive leadership never fully committed to service culture.

Innovation 170

Innovation Customer Service 170

Intercom

DECEMBER 5, 2023

And can support teams do the same to convey their true value within their companies – and, in particular, convince other teams of the value of AI-powered support tools? The true genius (outdated Spotify reference I couldn’t resist) of Spotify Wrapped isn’t in the numbers, it’s in the way they’re packaged and presented.

AI 97

AI Customer Service Customer Experience 97

Inside Customer Service

MARCH 16, 2023

Apparently, it’s not true. Remote agents are more likely to work for a company that surveys their customers. Getting Service Right reveals 10 hidden and counterintuitive obstacles to outstanding customer service. Improved communication is one of the big arguments for having everyone work onsite. Why is that?

Contact Center 171

Contact Center Customer Service 171

Inside Customer Service

NOVEMBER 9, 2023

A customer calls your company for service. The survey is intended to evaluate overall customer service and the individual rep's performance. It works by tapping into your existing data to answer a fundamental question: Is the customer happier at the end of the contact than they were at the beginning?

Customer Survey 215

Customer Survey Sentiment Analysis Customer Satisfaction Customer Service 215

Intercom, Inc.

MARCH 24, 2022

And ever since that first release over 10 years ago, we’ve stayed true to that mission. But the technology, market, and customer needs have evolved since then, and for businesses to thrive, they need next-generation tools that are purpose-built to meet these evolving needs.

Innovation 221

Innovation Technology Technology 221

Help Scout

AUGUST 22, 2023

In a world where support is often thought of as a cost center, these remarkable customer service stories will remind you of its true potential. Read the full article

Customer Service 104

Customer Service 104

SixteenVentures

MARCH 9, 2024

The Goal Discovery Framework is an invaluable tool for storytelling in customer success, enabling you to demonstrate value beyond the traditional focus on Return on Investment (ROI).

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Uniphore

AUGUST 6, 2021

And with agent attrition racking up an estimated $91 billion* globally, the true cost of employee disengagement is too high to ignore. Why Your Agent Experience Matters to Your Customer Experience—And Your Bottom Line. more likely to ask a customer to repeat information on a call. Download eBook. Drowning in Complexity.

Contact Center 246

Contact Center Social Media Artificial Intelligence Voice of the Employee 246

The DiJulius Group

MAY 1, 2023

The underlying theme here is the power each member of every organization has to offer its customers either a true secret service company experience, where the customer journey has an almost magical flow or one that causes the customer to ultimately jump.

Customer Experience 114

Customer Experience 114

Inside Customer Service

JUNE 30, 2022

We've all had a mentor give us customer service advice. My first boss stressed the importance of greeting every customer. That advice still rings true today. Like the old idea that companies should respond to customer emails within one business day. The customer is always right Employees bristle at this advice.

Customer Service 130

Customer Service 130

Bill Quiseng

AUGUST 30, 2023

The value to your customers is in their personal interactions, not your “cash or credit” business transactions. Your relationship with your customers, not their purchase of your product or service, is where true value flows. QUI QUOTE: Relationship capital is the only currency of value to grow your business.

Customer Experience 78

Customer Experience Customer Satisfaction Customer Loyalty Customer Service 78

Intercom

FEBRUARY 1, 2024

Generative AI is transforming customer service faster than any other field, and we’re only just beginning to grapple with the implications for customer service. Welcome to the The Ticket podcast, featuring conversations with the customer service leaders and CX thinkers who are shaping the future of support.

Customer Service 97

Customer Service AI Technology Technology 97

Inside Customer Service

FEBRUARY 18, 2021

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. The CEO announces a service culture initiative. Tell me if this sounds familiar. It ends badly. They still move fast.

Customer Satisfaction 284

Customer Satisfaction Start-ups Customer Service Customer Experience 284

Customer Service Life

DECEMBER 4, 2023

Image by Gerd Altmann from Pixabay Nothing can derail a perfect day in the contact center like a public comment from a customer calling your company out for a feature or service that you lack or something you failed to do. Here’s what the customer said: Having a customer service number to contact you would be nice.

Contact Center 100

Contact Center Customer Service Customer Experience 100

Intercom, Inc.

MAY 13, 2022

Workforce engagement management refers to the technology that companies use to increase engagement among their customer service employees. This includes employee training tools, tools that monitor employee interactions with customers, and tools or strategies that motivate employees.

Customer Service 118

Customer Service Customer Expectations Technology Technology 118

Fonolo

DECEMBER 8, 2020

But it wasn’t until 2020 that its true role became clear. The long lines and endless hold times showed contact center managers that they needed to find better, more efficient ways to deliver customer support — fully opened executives’ eyes to finding a solution. The True Role is to Bridge the Gap.

Contact Center 154

Contact Center AI Artificial Intelligence Omnichannel 154

Intercom

JANUARY 10, 2024

Get the report → Customer support teams will remember 2023 as the year that everything changed. It’s transforming the customer service landscape at lightning speed, and heading into 2024, the race for competitive advantage is well and truly on. ⚡️ Ready to dive straight into the insights? Out with the old, in with the new.

Customer Service 100

Customer Service AI Customer Expectations Technology 100

Customer Think

FEBRUARY 13, 2024

Few matches truly seem to be made in heaven, but in business, the journey from simply being a vendor to becoming a true partner represents a profound shift. In Software-as-a-Service (SaaS), this transition goes beyond traditional business transactions, fostering deeper, more collaborative customer relationships.

Customer Relationship 73

Customer Relationship Customer Loyalty 73

Beyond Philosophy

DECEMBER 29, 2023

The same principle of gradual improvement through diligent effort holds true for Customer Experiences. Achieving a customer-centric organization isn’t an overnight switch. It evolves over time, with incremental enhancements fostering a culture and experience centered around customers. How can we help?

Customer-Centric Organization 88

Customer-Centric Organization Management Consulting Education AI 88

Bill Quiseng

JANUARY 10, 2024

So I encourage you to remind yourself and your colleagues every day about each one of these reminders I published in 2023: 25 QUI QUOTE Reminders about Customers and Customer Service. QUI QUOTES Reminders about Customers and Customer Service 15 QUI QUOTE Reminders about Leadership and Employee Engagement.

Customer Service 97

Customer Service Social Media NPS Innovation 97

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Customer empathy is at the heart of Lush’s approach to building trust with its customers.

Customer Experience 169

Customer Experience Social Media Manufacturing Gaming 169

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? They unanimously agreed that 2024 is the year of the ICP (Ideal Customer Profile). The cohesion between these teams can significantly drive customer value and results, which impacts retention, expansion, and, ultimately, predictable growth.

Sales 109

Sales Business Growth Innovation AI 109

Beyond Philosophy

JANUARY 25, 2024

Since my request, we were lucky enough to have a new one from Justin Stafford ( justin@customersmarts.co ), founder of Customer Smarts , based in Sydney, Australia, and podcast host of “Customer Smart.” Justin shared how sports can teach us a lot about how to improve your Customer Experience.

Sports 78

Sports Customer Experience Finance Invoicing 78

Zendesk

MARCH 17, 2021

Everyone knows customer service is important. Because we are all customers. And customer service is everywhere. Some customer experiences are obvious. Or these days it could even be a conversation with an AI-powered chatbot about a ride you took on an app-based car service. But that’s a lot.

Customer Service 98

Customer Service Hospitality Hospitality AI 98

Customer Think

JUNE 13, 2023

In a world where products and services are becoming more and more commoditized, customer experience is the only true and sustainable differentiator. I originally wrote today’s post for CX Network. It appeared on their site on March 8, 2023. That mea.

Customer Experience 70

Customer Experience CX 70

Fonolo

FEBRUARY 27, 2023

Self-service is one of the biggest topics in CX and in the contact center world right now. While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. You may have already interacted with self-service tools as a customer.

Contact Center 142

Contact Center CX Gaming AI 142

Comm100

MARCH 6, 2024

Gone are the days when customers could only get slow and often frustrating support via email or phone. And far gone are the days when agents had little to no information about the customer they were speaking to and were restricted to serving one user at a time. This data can reveal common customer issues, preferences, and trends.

AI 94

AI Customer Service Sales Customer Satisfaction 94

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

Steven Van Belleghem

JANUARY 10, 2023

At the same time, subscription services – from OnlyFans to Patreon – are becoming mainstream. They’ve identified five emerging trends that will alter the power dynamic between brands and customers in the coming 12 months and beyond: The world’s in a “permacrisis,” but we’ll adapt. Hootsuite: the Future of Social Customer Service.

CX 134

CX Entertainment AI Engineering 134

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture.

Customer Experience 103

Customer Experience Start-ups Customer Feedback Sales 103

Customer Think

MAY 4, 2023

It’s the age-old mantra: “Provide great service and customers will come.” But is that really true? In this article, we’ll explore why relying solely on great service is actually a trap that could lead to the downfall of your business. Here are 4 Reason.

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Kate Nasser

JANUARY 24, 2021

If you want future sales revenue, start w/ providing great customer service today. True illustration fr Kate Nasser The People Skills Coach™. The post Tomorrow’s Sales Revenue Starts w/ Today’s Customer Service | #CX appeared first on KateNasser.com.

Sales 109

Sales Customer Service CX 109

Intercom, Inc.

SEPTEMBER 22, 2022

A few years ago, we published The Onboarding Starter Kit , which helped thousands of businesses successfully onboard their customers. Today, we’re launching a completely refreshed guide to help you activate, engage, and retain more customers in the modern age. Build long-lasting relationships with customers from day one.

Start-ups 118

Start-ups 118

Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. We discussed the profitability of lousy customer service on a recent podcast.

Customer Service 188

Customer Service Business Growth Customer Acquisition Start-ups 188

Shep Hyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. Here are my top five picks from last week.

Customer Service 129

Customer Service Government CX Start-ups 129

CSAT.AI

OCTOBER 5, 2022

In the case of this article, it is to improve customer experience and agent performance. The more enjoyable or positive result oriented a nudge is for your customers, the more successful it will be. For example, take the scenario of nudging a customer who has already bought your product to buy it again before running out.

Customer Experience 95

Customer Experience Sentiment Analysis AI CX 95