SaleMove

MAY 21, 2021

Think channel-less and look for a digital customer service platform that engages customers across all modalities (chat, video, phone, SMS, etc.). The post Is Omnichannel a Good Strategy for Customer Service? appeared first on Glia Blog | Digital Customer Service Explained.

Omnichannel 52

Omnichannel Customer Service Blog Customers 52

Customers That Stick

FEBRUARY 28, 2020

Are customer service jobs good? More generally, customer service jobs can be excellent depending on what your goals are and what your interests are. Related Stories The 80/20 Rule by Richard Koch (a One Win Book Review) Why Customer Service Language is Used?

Customer Service 88

Customer Service Books Customers Communication 88

ShepHyken

NOVEMBER 27, 2020

She provides multiple strategies to improve the customer experience in order to gain and retain repeat customers. It’s been said that customer service is dead. We live in such an instant gratification world that customers will often simply seek the next best thing if they don’t get the desired outcome to start.

Blog 152

Blog Customer Experience 2021 Article 152

ShepHyken

OCTOBER 7, 2016

This week on our Friends on Friday guest blog post my colleague Erica McBride, shares a story that explains why your organization doesn’t want to just be good, you want to be great! There was a time when ‘good’ was ‘good enough’ If a customer said we were ‘good’, we were happy.

Blog 119

Blog Hotels Social Media Travel 119

Brad Cleveland Blog

AUGUST 3, 2023

The experiences that customers have with any organization—not just yours or others in your industry—shape their perceptions. So you’ve got to continually revisit what good service means. For customer experience leaders, this can seem like a daunting challenge.

Customers 26

Customers Customer Experience Multi-Channel Social Media 26

inSided

MAY 31, 2019

Providing good customer service should be at the heart of your business strategy—not least in B2B companies. In order to deliver impeccable customer service, businesses must learn from previous experiences and understand the ramifications of poor customer service.

Customer Service 72

Customer Service Poor Customer Service B2B Blog 72

Customer Bliss

NOVEMBER 9, 2017

There’s a continuing focus on brands improving customer experience to lead customer-driven growth. I’d like to share some of the most popular and most-shared content from the Customer Bliss blog. A beloved company understands that a good apology strengthens the bond between customers and the company.

Blog 204

Blog Customer Experience 2017 2018 204

Customer Bliss

DECEMBER 28, 2017

As we all take the time to think about improving strategies for focusing on customer-driven growth, join me as we revisit 5 of my most popular blog posts of the year. If you’re ever in need of a bit of inspiration or guidance for your customer experience implementation, this is the content you can come back to time after time.

2017 141

2017 Blog Customer Experience Chief Customer Officer 141

CSM Magazine

MARCH 3, 2023

Daily rhythms, small habits that have been cultivated over days, months, and years, are key to succeeding in the world of customer service. ” Customer service managers know this better than anyone, having the monumental task of establishing relationships with employees, customers, and other management teams. .”

Customer Service 52

Customer Service Management Customer Service Representative Feedback 52

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

Financial 76

Financial 2023 Blog Customer Experience 76

Calabrio

NOVEMBER 25, 2020

Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences. Contact centers have to adapt and continuously evolve in order to meet customer expectations.

Contact Center 122

Contact Center Blog Banking Competitive Advantage 122

ShepHyken

SEPTEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague from Down Under, Warwick Merry, writes about an experience he had that demonstrates why a business must have the systems and processes in place to take care of new and existing customers. If you cannot take care of the customer, it doesn’t pay to advertise!

Blog 117

Blog Advertising Entertainment Sports 117

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be…. Element #1: Fast.

Blog 105

Blog Effort Score Interaction Article 105

West Monroe

JANUARY 2, 2018

Having good customer service is not good enough in today’s service industry. As technology rapidly evolves, so do clients’ expectations for a premium customer experience—and their expectations are being set by B2C businesses. Our competitor’s customer experience was unparalleled.

B2B 40

B2B Customer Service B2C Technology 40

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Author: Anne-Claire Bellec - Marketing Director As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned.

2018 89

2018 Blog Average Handle Time 2019 89

ShepHyken

MAY 31, 2019

This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization. A positive customer experience isn’t just about “feel good” experiences, it is about branding, market positioning, perception, and at the end of the day, your bottom line.

Blog 116

Blog Customer Experience Touchpoint User Experience 116

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. Technology replacing humans. That’s what we all fear.

Contact Center 110

Contact Center Blog 2025 Banking 110

ShepHyken

AUGUST 25, 2017

This week we feature an article by Reuben Yonatan who writes about how using chatbots for customer service properly can be a powerful customer service tool. Chatbots can be great for handling basic customer support functions, communicating with customers when a rep isn’t available and more. – Shep Hyken.

Blog 146

Blog Customer Service Poor Customer Service Consumers 146

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken. Use positive body language and engage with customers.

Customer Service Training 151

Customer Service Training Brands Blog Customer Service 151

ShepHyken

NOVEMBER 25, 2016

This week on our Friends on Friday guest blog post my colleague, Ricky Nowak, shares a customer experience she had recently with a hotel that didn’t exactly go well. It’s a great example of how not to give excellent customer service! Or, Make sure your staff knows that without customers they don’t have a job.

Blog 108

Blog Hotels Workshop 2016 108

ShepHyken

AUGUST 30, 2019

This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle. While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value.

Blog 103

Blog Loyalty Programs Loyalty Lifetime Customer 103

ShepHyken

DECEMBER 9, 2016

This week on our Friends on Friday guest blog post my colleague, Stephan Delbos, writes about the importance of doing more than satisfying customers, you must delight them. There is a big difference between satisfied customers and loyal customers. What Emotions Mean for Customers. Satisfactory is a rating.

Customer Satisfaction 122

Customer Satisfaction Blog Net Promoter Score Loyalty 122

ShepHyken

FEBRUARY 22, 2019

My obsession for Customer Experience (CX) started when I received a package in the mail on a random afternoon. Since my Stacy’s Chips incident, I have been fascinated by CX and continue to pay very close attention to how companies deliver unforgettable experiences to win over customer’s hearts – and wallets.

Blog 107

Blog Hotels B2C Loyalty 107

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. In fact, nearly t wo-thirds (65%) of potential customers want to reach brands by phone. Consumers Demand Immediate Connection. How to Connect the Right Way.

Connections 117

Connections Blog Customer Centricity Consumers 117

ShepHyken

MARCH 22, 2019

who argues that digital transformation is bringing customer experience to an entirely different level. Communities were smaller, shopping was local, and technology wasn’t there to either help or confuse the customer. However, I would argue that digital transformation is bringing customer experience to an entirely different level.

Blog 106

Blog Customer Experience User Experience Technology 106

kommunicate

AUGUST 3, 2019

You know that amazing satisfaction when a customer service representative treats you like royalty. The post 9 Ways to Deliver Good Customer Service appeared first on Kommunicate Blog. How great does it feel to have a kind, attentive listening ear from somebody who knows the product inside out?

Customer Service 40

Customer Service Hotels Customer Service Representative Books 40

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Complaints are opportunities to show how good you can be. Customer behavior is becoming more dynamic. Customers tend to grumble or express their discontent if things go wrong.

Blog 108

Blog Poor Customer Service Advertising B2B 108

Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. What is a customer experience (CX) program? of the changes you propose.

Blog 86

Blog Brands Customer Experience Net Promoter Score 86

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. Of course, this is with good reason. They also understand your customers, perhaps better than your executive team.

Feedback 94

Feedback Blog Customer Experience Contact Center 94

ShepHyken

OCTOBER 18, 2019

The experiences you create for a customer is important, but how they feel about that experience is critical. In designing how you deliver emotion, consider what you can do to make customers: • happier they chose you. In short, do your customers feel happier doing business with you than your competitors? The bar is low.

Blog 88

Blog Customer Service Books Article 88

ShepHyken

FEBRUARY 3, 2017

This week on our Friends on Friday guest blog post my colleague, Chip Bell, shares his concept of kaleidoscope service with some great examples. Kaleidoscope service, I like it! Innovative service has the same emotional influence and poignant hold on customers. Kaleidoscope service at its finest! Shep Hyken.

Blog 69

Blog Hotels Innovation Books 69

ShepHyken

AUGUST 2, 2019

Whether on the phone or in person, it’s important to train your employees the right way to interact with your customers. Customer service is one of the most important parts of doing business. The relationships you create with your customers reflect directly on the success of your business. On the Telephone.

Blog 110

Blog Customer Service Article Customers 110

ShepHyken

OCTOBER 26, 2018

Think about an incredible service experience you’ve had recently. What about the service experience was extraordinary? Most consumers expect a positive experience and yet companies continuously fail in customer experience 101. The post Guest Blog: Five Star Hotel, Minus Five Star Service appeared first on Shep Hyken.

Hotels 110

Hotels Blog Hospitality Guest Experience 110

ShepHyken

OCTOBER 6, 2017

This week we feature an article by Pascal van Opzeeland that discusses how to handle difficult customers. Most of the time we encounter tricky service situations, we want to resolve them and restore the customer’s confidence in doing business with us. – Shep Hyken. I’m not just talking about the occasional angry customer.

Blog 127

Blog Hospitality Presentation Article 127

ShepHyken

FEBRUARY 2, 2018

This week we feature an article by Misa Chien who shares great lessons we can learn from the Southwest Airlines customer culture. This also reminds us that customer service doesn’t just happen on the front line. But would customer service ever make the highlight reel of such an event?

Blog 85

Blog Customer Service Airlines Culture 85

Bill Quiseng

FEBRUARY 14, 2024

From me to you, from one customer service advocate to another, Happy Valentine’s Day. For having read my blog, I very much appreciate you. When we express our appreciation to each other and our fellow business professionals and customers, let’s not be just good. Be GREAT out there!

Blog 78

Blog Customer Service Engagement Customers 78

ShepHyken

JANUARY 12, 2018

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. Check out our thoughts on customer focus. We often get questions and comments on delivering great customer service and experiences.

Customer Service 94

Customer Service Blog Customers Workshop 94