ShepHyken

NOVEMBER 7, 2016

Each week I read a number of customer service articles from various online resources. What’s stopping your customers from being loyal? Graham Jones) Most business leaders appreciate that 80% of their profits come from 20% of their customers. Keeping loyal customers is the “holy grail” of business. by Graham Jones.

2016 124

2016 Article Customer Service Loyalty 124

ShepHyken

JULY 8, 2016

This week on our Friends on Friday guest blog post my colleague, Mike Schoultz shares a few customer experience stories that demonstrate how companies have handled customer experiences, some well and some not so well. How many of you consider customer service or customer experience as elements of your marketing?

Blog 75

Blog Customer Experience Hotels Social Media 75

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic. I hold nothing back.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

Bill Quiseng

MARCH 7, 2016

We have all seen the word “viral” tagged to a personal story about bad customer service more often than a good one. At the same time, the millennials and Gen Z who interact primarily through digital communication are becoming your customers and will expect you to be available to them via social media.

Social Media 123

Social Media Customer Service Brands 2011 123

Experience Investigators by 360Connext

OCTOBER 15, 2019

Customer experience, in all is complexity, really is about one thing to your customers: Expectations. Think about your own journeys as a customer. Most likely, your story starts with a “They promised me.” Jerry explains the job isn’t about taking the reservation for customers, it’s about holding the reservation.

Sales 110

Sales Customer Experience Customer Journey Document 110

Kustomer

DECEMBER 15, 2021

We’re back again with some fresh CX stories from the frontlines. In case you missed it, check out our previous issue on the blog , recounting real life anecdotes on how businesses have solved their customer service challenges with the help of Kustomer. Streamlining the Agent Experience by Displaying Relevant Information.

Average Handle Time 98

Average Handle Time Insights Information Brands 98

GetFeedback

SEPTEMBER 2, 2019

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Companies are now using machine learning technology to improve customer experience and traditional institutions usually resistant to change are coming under pressure from a customer base that wants more. Article No.

2019 210

2019 Article Net Promoter Score Financial 210

Experience Investigators by 360Connext

MARCH 29, 2017

When we started recording episodes for our Crack the Customer Code podcast, I wasn’t sure if my co-host Adam Toporek and I would have enough to discuss. I mean, how much is there, really, to say about customer experience and customer service? And we are always looking for fantastic guests or great stories to share.

Healthcare 110

Healthcare Consulting Customers Customer Service 110

Customers That Stick

OCTOBER 23, 2014

I’d like to take a moment to tell Customers That Stick™ readers about the 25 th annual Compete Through Service Symposium ( online brochure ) put on by the Center for Services Leadership at Arizona State University’s W.P. I am proud to say that I have a Certificate in Customer Experience from the W.P.

Leadership 128

Leadership 2014 Customer Service Training 2015 128

Comm100

JUNE 13, 2018

Welcome to the first of a new series of monthly posts where I will be looking at the best of Customer Service, Customer Experience and Customer Success articles that can be found online. made an excellent point about churn and the importance of customer service. Have a H.E.A.R.T.

2018 41

2018 Article Customer Service Airlines 41

Customer Bliss

JULY 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. The extra mile customer with the gusto to call and call, search, act as a private eye, and put the pieces together and make copies and send files and return receipts gets the worm. End service exhaustion!

Healthcare 173

Healthcare Chief Customer Officer Travel 2019 173

SurveySensum

JANUARY 9, 2024

In this digital age of customer shopping behavior, customer experience is not JUST a desirable outcome – it’s CRITICAL to your business’s success. I believe that today’s consumers are more attentive to the quality of the service they receive rather than the product itself. CSAT score.

Metrics 52

Metrics Customer Satisfaction Customer Service Representative Culture 52

BirdEye

MARCH 29, 2024

In a recent survey of our expansive network of over 150,000 customers, it was discovered that 81% of businesses manage their social media strategies at the corporate level. That’s why we’ve created this blog that features seven networks that every realtor should be a part of.

Social Media 59

Social Media Sales Advertising Connections 59

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Fortunately, customers also like to help themselves. Discover Kayako Self Service.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

Provide Support

JUNE 23, 2016

How to Build a World-Class Customer Service Team. It’s undoubtedly true that basing your business around customer service always pays off. These days, we’ve been witnessing many amazing stories of companies that made customer service a key pillar of their business and eventually the face of their brand.

2003 43

2003 Customer Service 2015 2016 43

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. Luckily for customer success teams, there is no shortage of resources available. The ClientSuccess CSM From the Trenches Blog Series.

Customer Success 70

Customer Success Chief Customer Officer 2020 2021 70

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience. However, first, you have to know where to look!

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

Eptica

MAY 8, 2019

Author: Pascal Gauvrit - CTO Artificial intelligence is one of the most-talked about topics in the world today, with stories about its benefits and potential negative effects continually cropping up in the news agenda. Of course, many people want to know how AI can help them deliver a better customer experience.

Books 55

Books 2019 Contact Center Blog 55

Experience Investigators by 360Connext

FEBRUARY 12, 2018

What does lifelong learning have to do with customer experience? Well, here are a few ways their lack of learning might negatively impact their customer’s experience. Off the top of my head… Have you ever felt like you had to educate a customer service agent or salesperson when you were the customer?

E-support 173

E-support Webinar Financial Workshop 173

Service Untitled

MARCH 22, 2010

Service Untitled The blog about customer service and the customer service experience. I didn’t notice much that was just kept in boxes or otherwise inaccessible to customers. They were all over the store and there were also well placed information booths where customers could ask questions.

Blog 41

Blog Customer Service 2010 Magazine 41

BirdEye

AUGUST 28, 2023

Having a social media profile is one thing, but successfully implementing a strong social media management strategy is a different story for a business. In this blog, you will learn actionable steps to create an irresistible social media profile for your business. Table of contents What is a social media profile?

Social Media 52

Social Media Entertainment Multi-Channel 2023 52

ShepHyken

JUNE 5, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Support Is an Investment, Not an Expense by Dave Seaton (CMSWire) Traditionally, software companies view support as a necessary expense — a cost center they must bear to correct mistakes. I’ve even used it.

Article 14

Article Customer Service 2023 Retail 14

CSM Magazine

MAY 30, 2023

Jim Davies at Calabrio outlines 3 winning strategies for a seamless customer experience that are guaranteed to take you over the finish line in a record-setting way. We can all recite horror stories where chatbots send us around in infinite loops with seemingly no ability or interest in actually helping us with even the simplest tasks.

Contact Center 52

Contact Center Customer Centricity Brands Interaction 52

Bill Quiseng

MARCH 28, 2016

This week’s blog post is contributed by a very special guest, actually more like a guest star, Nancy Friedman , better known as “The Telephone Doctor.” By using only a few of these Telephone Doctor tips, you will raise awareness and increase customer satisfaction. What did you say” isn’t great customer service.

Books 128

Books Magazine Entertainment Social Media 128

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Listen to your Customers – It’s Worth the Effort.

ROI 143

ROI Books Customers Definition 143

Natalie Petouhof

AUGUST 13, 2015

Tweet There was a time when customers wrote a letter to customer service- ok that was a really long time ago. But not long ago, the phone was what a majority of people used to contact customer service. Customer Service is the New Marketing. It’s never made sense to me to provide bad service.

Customer Service 91

Customer Service Social Media Airlines Hotels 91

BirdEye

MARCH 5, 2024

To help you maximize the full potential of social media, this blog explores how to make social media monitor your digital eyes and ears and impress your audience. Localized engagement One key challenge multi-location businesses face is engaging with customers on a local level. Table of contents What is social media monitoring?

Social Media 59

Social Media Multi-Channel Insights Brands 59

Daniel Group

JANUARY 30, 2020

Are you listening to your customers? In this edition of Success Strategies, we focus on the benefits of listening to your customers. It is not good enough to listen to the feedback passively; it is essential to act on what customers are saying. Most importantly, being open to what your customers are saying isn’t easy.

2020 52

2020 B2B B2C Feedback 52

NICE inContact

JULY 5, 2019

I’ve just returned from Las Vegas where I attended my first visit ever to Customer Contact Week – it’s the world’s largest customer contact event, in its 20th year. For the uninitiated, CCW is like those popular comic book fan conventions – except, instead of comic books, the hero is THE customer.

Contact Center 55

Contact Center Omnichannel Demo Innovation 55

BirdEye

FEBRUARY 21, 2023

It’s especially important for local businesses looking to connect with their communities and grow their customer base. As a result, its large user base gives local businesses a tremendous amount of potential customers to share their social media posts and ads with. We’ll talk more about social media marketing strategies in a bit.

Social Media 98

Social Media Management Multi-Channel ROI 98

Eptica

DECEMBER 20, 2017

Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months. What were the hot topics and what were the major changes in the market?

2017 48

2017 Competitive Advantage Social Media Customer Centricity 48

BlueOcean

DECEMBER 21, 2021

Before you unplug and spend time with the people you care about, let’s look back on some of the most important contact center topics from 2021. Below you’ll find five of our very favourite articles from the Blue Ocean blog—we hope you find them useful! CX Day 2021: A Reflection on My Customer Experience Journey.

Magazine 31

Magazine Travel 2021 Hotels 31

ShepHyken

MARCH 7, 2022

Each week I read many customer service and customer experience articles from various resources. How to Build Customer Loyalty by Sharing the Inflation Burden by Joel Comm. But there are some companies that are finding ways to keep their doors open while also keeping those inflation costs from impacting their customers.

Article 12

Article 2022 Customer Service E Commerce 12

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy. Speaking of…).

Customer Care 98

Customer Care Transportation Social Media Government 98

Michelli Experience

JUNE 26, 2018

I became a student on the topic because I wanted my children to learn how to constructively use humor to take themselves and the world around them less seriously. Humor and Customer Experience. The topic for this week, thus, became irrepressible. How and when should we use humor to engage customers? Tips for the Journey.

Customer Experience 73

Customer Experience Consulting Customer Experience Professionals Customers 73

Bold360

FEBRUARY 13, 2020

I’ve just returned from Nashville where LogMeIn was a sponsor at Customer Contact Week – a multi-day event focused on customer-centric best practices and transformative ideas in service. Mike told a compelling story about how his successful budget meeting with the CFO only lasted fifteen minutes. Empowering agents.

Engagement 52

Engagement Multi-Channel ROI Events 52

Daniel Group

JANUARY 30, 2020

Are you listening to your customers? In this edition of Success Strategies, we focus on the benefits of listening to your customers. It is not good enough to listen to the feedback passively; it is essential to act on what customers are saying. Most importantly, being open to what your customers are saying isn’t easy.

B2B 52

B2B 2020 B2C Feedback 52