ShepHyken

OCTOBER 3, 2023

Whoever said “the customer is always right” didn’t hear this about this story. Fox News just posted an update to a 2021 story about a man arrested for pointing an AK-47 at an employee at a pizza shop in Knoxville, Tennessee. The short version of the story is this. It is this: The customer is NOT always right. …

Workshop 152

Workshop Customer Service Training 2021 Customers 152

ShepHyken

FEBRUARY 6, 2024

We were talking about how to turn Moments of Misery™ into Moments of Magic ™. Everyone was on the plane, and the flight was about to leave the gate when one of the passengers spotted a scorpion that quickly disappeared. I don’t know about you, but I might be a little concerned about getting bitten by a scorpion.

Communication 90

Communication Magazine Airlines Workshop 90

Experience Investigators by 360Connext

DECEMBER 20, 2023

Let’s talk about goals! We’re curious about other things, too, like how do YOU know you’re doing a good job? We’re curious about other things, too, like how do YOU know you’re doing a good job? But the good news is our quick little survey is just 3 questions! We’ve seen a lot of them this year. Small ones.

2024 143

2024 Measurement Insights Customer Experience 143

InMoment XI

DECEMBER 3, 2021

Whether it’s how quickly news travels via social media or how to have conversations with marginalised communities, the sheer myriad of variables for brands to consider can seem overwhelming. This holistic approach to conversation will help your inclusion efforts as much as being gracious about mistakes.

White Paper 493

White Paper Brands Social Media Travel 493

Bill Quiseng

NOVEMBER 6, 2021

The good news is that your satisfied customers didn’t complain. But the bad news is that your customers also didn’t rave about you to others. And the very bad news is that some customers don’t come back as they seek alternatives that they think will be as good as you but might be less expensive. They have to be happy.

Customers 174

Customers Customer Service Interaction Customer Service Training 174

InMoment XI

SEPTEMBER 22, 2022

However, while these problems frequently pop up in survey design, the good news for brands that encounter them is that survey length and invitation design are fairly addressable challenges. You can then apply those insights to your survey design and see a bump in response rates. Good luck!

Social Media 493

Social Media Document Brands Feedback 493

Strativity

JULY 18, 2014

. . July 2014 News . . Learn more about accelerating cultural transformation, here. WHAT’S NEW. . Our newest Strativity blog explores what world-class athletes can teach us about aspiring to be number one in your customers’ eyes. What Taylor Swift Doesn’t Know She Knows about Customer Experience.

CEM 40

CEM 2014 Customer Experience Workshop 40

Experience Investigators by 360Connext

SEPTEMBER 30, 2015

Growing up in the 1980’s and 90’s, the only association with the city of Medellin or the country of Colombia was hearing about the violence on the news. The violence is what made the news, of course, and it was primarily due to the drug trade. I admit I was nervous. What didn’t make the […].

Consulting 303

Consulting Customers Customer Experience Travel 303

Win the Customer

MARCH 22, 2021

So much is written about information being in “the cloud” that most people are sick of hearing about it. However, the reason that it’s talked about so much is because services that are delivered via the cloud allow businesses flexibility that was not previously available. Cloud Driven Storage Devices.

Technology 188

Technology Banking Information Management 188

ShepHyken

MARCH 10, 2024

I have added my comments about each article and would like to hear what you think too. I have added my comments about each article and would like to hear what you think too. If they want to continue to succeed, it’s key that they make their customers feel valued and that they truly care about them and their experience with the brand.

Article 77

Article 2024 Customer Service Airlines 77

Blueshift

AUGUST 31, 2022

About three in 10 adults under age 30 say they are dependent on their smartphones, while 44% of 18-49 year olds go online almost constantly. . Fully 85% of American adults own at least one smartphone, according to Pew Research.

Consumers 95

Consumers Marketing Engagement Customers 95

ShepHyken

JANUARY 5, 2022

We’ve been following the news reports on the severe tornadoes that impacted your area and wanted to reach out. We are keeping our eyes on the news and keeping you, your pups, and your community in our thoughts. The message from BarkBox wasn’t about making a sale. It was about showing care.

Customer Experience 174

Customer Experience Touchpoint Communication Customer Service Training 174

Beyond Philosophy

APRIL 19, 2024

“Did I tell you about the time I …” These seven words are one of many ways we signal one of our favorite things is coming next: a story. We can’t get enough of stories and look for them everywhere, from news to conversations to the commercials we can’t avoid on TV. Stories are an essential part of the human experience.

Customer Engagement 89

Customer Engagement Engagement Connections Innovation 89

Alida

APRIL 7, 2022

That’s excellent news for companies like yours, because it means there’s always more to learn about your customers—and more ways to encourage them to engage with your brand. Let’s face it: Data is the beating heart of the modern world.

Books 130

Books Customers Brands Engagement 130

Bold360

NOVEMBER 6, 2018

Comparing customer acquisition to dating isn’t a huge leap – you bring someone in with attractive offers and witty repertoire, but are you thinking about how you keep them? Back to square one: finding someone new and going through the process from the beginning. But there is good news. Now you’ve got to start all over again.

B2C 209

B2C Customer Retention ROI Customer Journey 209

BirdEye

JUNE 14, 2022

During a recent webinar, we sat down with SEO expert Steve Wiideman to talk about five new changes to Google’s algorithm and how they can directly impact your business. New map and local interface in search. With Pointy, you’ll have more data to share about your business on your listing. New GBP attributes.

Webinar 98

Webinar Hotels Advertising Customer Experience Management 98

ShepHyken

MAY 30, 2023

He found a major friction point for new patients trying to make appointments was the initial phone call, when they often experienced longer than usual hold times.   Good news for Dr. Green! About a year ago, Slutsky became the COO/CMO of the business and put his creative talent to work. But many like to listen to the music.

Workshop 154

Workshop Customer Service Training Customer Service Customer Experience 154

SAP Customer Experience

JUNE 5, 2023

I’m back writing about some SAP CX Product Learning news! What if I tell you we offer currently about 25 live session where you can interact with an expert trainer? Dear SAP Community! Did you know that we offer 14 different training courses and more than 20 elearnings? Other learning.

Customer Experience 69

Customer Experience Interaction Customers Sales 69

IntouchInsight

NOVEMBER 18, 2022

You’ve probably heard people talking about the metaverse over the past year. From Facebook rebranding as Meta to Taco Bell hosting a virtual reality wedding — there's been no shortage of news. Brands are already juggling a variety of in-person and digital channels so adding yet another one to the list may seem like a headache.

Customer Experience Management 127

Customer Experience Management Customer Experience Management Presentation 127

Myra Golden

APRIL 6, 2023

Breaking bad news is one of the most challenging aspects of customer service. However, as a contact center representative, it’s your responsibility to deliver this news in a way that’s sensitive, empathetic, and effective. As such, these interactions can shape their perception of the brand as a whole.

Contact Center 52

Contact Center Customer Service Representative Interaction Management 52

Lumoa

FEBRUARY 6, 2024

Lumoa Product News for January 2024 Hey everyone! Topic Modeling Improvements We wanted to give you a peak under the hood and talk about an improvement we are making into how our AI creates Topics. The post Product News – January 2024 appeared first on Lumoa. Lovely seeing you again, back with more exciting Lumoa updates!

2024 83

2024 Document Webinar Feedback 83

C3Centricity

JANUARY 16, 2024

Everyone is talking about the importance of customer centricity. At least if they are thinking about the traditional CX model. As we start a new year, I am celebrating the official launch of the New CX Model Quantum Customer Centricity™ (QC²) … Beyond CX. The World Has Changed. Let me explain. They’re wrong!

Customer Centricity 90

Customer Centricity Customer Experience Touchpoint Customers 90

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. But it does when you step back and think about it. Another option is to ration.

Insights 153

Insights Customer Experience 2021 Books 153

Beyond Philosophy

MARCH 26, 2020

There are many questions about what comes next in the COVID-19 outbreak. We talked about this in a recent podcast. Many of our clients have been calling us about what to do. People will understand things that are not great news when you do. You want them to tell good stories about your company, not cautionary tales.

Airlines 140

Airlines Call Center Communication Financial 140

Beyond Philosophy

APRIL 25, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. We love them in our news, in our dinner conversations, and even in our commercials. I also found that 99 percent of people used emotional words when they told these stories about experiences.

Customer Engagement 78

Customer Engagement Engagement 2002 Workshop 78

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? Let’s say a mobile app receives positive sentiment regarding its user-friendly interface but negative comments about slow loading times. AI can flag these issues , clearly defining where the focus should be.

Social Media 83

Social Media Feedback Banking Automotive 83

Think Customers

JANUARY 10, 2024

That’s how “CBS News Sunday Morning” host Jane Pauley opened this week’s segment that covered how AI is impacting customer service in contact centers. 1 Sunday morning news show. AI can be “a bit of a blast shield,” Anthony Scodary, co-founder of AI voice bot company Gridspace , told CBS News. AI the augmenter How unfortunate.

Contact Center 52

Contact Center Healthcare Banking Webinar 52

Beyond Philosophy

SEPTEMBER 13, 2019

His best quote is, “There is only one thing in life worse than being talked about, and that is not being talked about.” This episode of The Intuitive Customer explores if there are times when the bad press can be good news for your brand. In other words, are there times when bad news is good?

2002 121

2002 Consulting Brands Loyalty 121

Beyond Philosophy

JUNE 12, 2021

These things are part of three news stories that can provide insight into improving your Customer Experience. We see news headlines all the time about different types of vicarious learning opportunities, both good and bad. Click here to learn more about Professor Ryan Hamilton of Emory University.

Insights 104

Insights Customer Experience Consulting Financial 104

ShepHyken

MARCH 9, 2022

Now there is a new way to approach leadership with an idea, which is to write a Fictional Press Release. . It’s not a fake release with fake news. Often, a typical press release is trying to promote or sell something, be it something of interest, such as late-breaking news or an actual product. The word fictional?

Return on Investment 121

Return on Investment ROI Customer Service Training Reference 121

CSM Magazine

SEPTEMBER 8, 2023

Hugely exciting news concerning the closer integration between Genesys and Salesforce; a move that automatically strengthens Sabio’s position as Europe’s leading Digital Experience Transformation Services partner. What does this mean for the industry?

White Paper 52

White Paper Leadership Multi-Channel 2021 52

Beyond Philosophy

FEBRUARY 3, 2020

However, what is fascinating is that when we present information, we can take advantage of things that shouldn’t matter when you think about them rationally, but that do matter quite a bit when it comes to customer-driven growth. If you think about mounting a painting or photo, different frames change how you perceive the artwork.

Marketing 131

Marketing Customer Experience Professionals Presentation Consulting 131

ShepHyken

MAY 31, 2022

How do you deal with bad news? The more you communicate with your customer, even if it’s about delays or bad news, they feel like they have control because they have a piece of knowledge. ” About: Jeffrey T. How do you handle delivering bad news? You have to over-communicate in every step.

Communication 67

Communication Leadership Customer Satisfaction Culture 67

ShepHyken

NOVEMBER 21, 2023

Quotes: “Generative AI might reduce frontline workers in the future, but the good news is it will create jobs internally for people to monitor those tools and extract and analyze data.” The adoption of self-service is not about replacing jobs or cost reduction.

2021 90

2021 Technology Interaction Customer Service 90

Gainsight

AUGUST 20, 2020

In my brain, I’m always thinking about our clients. I don’t know about your company, but a HUGE part of our sales at Gainsight is related to people at clients taking on new roles at prospects and bringing us along. Pay Attention to Client News. What new products are they launching? I’ll admit it.

ROI 105

ROI Customer Success Engagement Connections 105

ShepHyken

NOVEMBER 16, 2022

Here is another customer service horror story about a woman who was so fixated on a process that it almost cost her “customer” his life. . Well, good news and bad news for Jerry. The bad news is that his appendix had burst and he needed immediate medical attention. He was in excruciating pain.

Hospitality 82

Hospitality Customer Service Training Customer Service Information 82

ShepHyken

NOVEMBER 28, 2023

However, using it was a different story. The good news is that when I reached out to technical support, I had a response within minutes. So, I have been thinking about the word easy. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. It was half right.

Workshop 86

Workshop Advertising Customer Service Training Communication 86