ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

2019 64

2019 Blog E-support Chief Customer Officer 64

ShepHyken

APRIL 21, 2017

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares ideas for handling tough personalities while offering great customer service. Solving customer problems is expected. The key is to do it in such a way that also restores confidence, even when the customer is difficult.

Blog 85

Blog Airlines Social Media Communication 85

ShepHyken

MARCH 23, 2018

This week we feature an article by Denise Graziano who explains how essential clear, consistent, authentic communication is for companies to use when dealing with difficult news. – Shep Hyken. They had greater employee engagement and more loyal customers. Clear, consistent, authentic communication.

Communication 81

Communication Blog Leadership Airlines 81

TechSee

JUNE 10, 2021

Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. This blog challenges that status quo. However, these senior technicians are not skilled trainers, and junior technicians find them difficult to follow using only voice-based instructions.

Innovation 207

Innovation 2025 Transportation Consumers 207

ShepHyken

AUGUST 12, 2016

This week on our Friends on Friday guest blog post my colleague, Adam Toporek, writes about how important improvisation is in frontline customer service. It is also important to hire customer service reps that care, and who already have the personality to succeed in a customer service position. Shep Hyken.

Blog 88

Blog Customer Service Workshop 2015 88

GetFeedback

AUGUST 29, 2018

If you use Net Promoter Score (NPS) to keep tabs on customer happiness, then you know how painful a low score can feel. While NPS is a valuable customer experience metric , it also opens you up to a lot of criticism from detractors, or customers who give you a score of 6 or below. Is this a quick fix or a bigger problem?

Net Promoter Score 223

Net Promoter Score NPS Feedback Social Media 223

Feedbackly

AUGUST 17, 2023

Ever since we introduced EVI® to our Feedbackly customers, the response has been overwhelming. Today, let’s talk about how this game-changing metric helps in improving CX and the customer journey! Today, let’s talk about how this game-changing metric helps in improving CX and the customer journey!

Touchpoint 98

Touchpoint NPS Metrics Omnichannel 98

Comm100

DECEMBER 8, 2020

Chatbots were designed to streamline customer interaction. They save you time and money on customer services, while also improving your customer satisfaction levels. Today we’re rounding up some of the most amazing ways in which chatbots can improve your customer satisfaction and take your business to the next level.

Customer Satisfaction 53

Customer Satisfaction Blog Customer Service Representative Social Media 53

GetFeedback

NOVEMBER 30, 2018

Today, companies must provide customers with personalized, seamless customer service across all channels. But that’s not all—the modern customer also expects to receive speedy support from a real person, which means the days of putting customers on hold are over. Best practices for live chat customer service.

Customer Service 236

Customer Service Customers Presentation 2018 236

CSM Magazine

JANUARY 24, 2024

No matter what business you have, you’re going to need some form of customer service. It’s the only way to ensure that your customers are getting the assistance they need. There will be someone who can’t work out how to add money to their account, or someone who has forgotten what the different poker hands are.

Customer Service 59

Customer Service Blog Customers Feedback 59

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog. How we reached 100,000 unique views a month on LiveChat blog.

2018 59

2018 Blog B2B 2014 59

BirdEye

DECEMBER 8, 2023

It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business. In this blog post, we’ll uncover the essentials of corporate reputation management and teach you how it impacts your online presence. How to build a strong corporate reputation management strategy?

Management 116

Management Social Media Brands Consulting 116

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Many executives are interested in improving and understanding customer experience. They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. We have been there.

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken.

Blog 91

Blog Technology Customer Service Management 91

Feedbackly

JULY 27, 2023

A hassle-free and low-effort experience is often one of the core expectations that customers have when dealing with a business. Exceeding such expectations help businesses stay at the forefront of the market with a strong and loyal customer base as their driving force. But is there a better option? What is CES?

Effort Score 97

Effort Score NPS Metrics Customer Satisfaction 97

ShepHyken

AUGUST 3, 2018

This week we feature an article by Eugene Aronsky who talks about good customer service versus bad customer service and how proper training and proper knowledge are key to answering any question that a customer may have. – Shep Hyken. Good customer service is essential for a successful business.”

Customer Service 86

Customer Service Blog Call Center Poor Customer Service 86

ShepHyken

AUGUST 19, 2016

This week on our Friends on Friday guest blog post my colleague, Jack Plantin, writes about the importance of customer support and options we can offer for around the clock support. 24/7 customer support is great to have, but it can expensive and time-consuming for small companies. He shares some excellent self-help ideas.

Blog 89

Blog E Commerce E-support Call Center 89

Beyond Philosophy

MAY 15, 2023

People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this list. How confident are you to deliver an excellent Customer experience (CX) in 2023 as we enter these turbulent times? You’ll get 11 opinions.”

Customer Experience 78

Customer Experience 2023 Innovation Webinar 78

Steve DiGioia

JULY 5, 2021

They deal with anxiety and health issues that weigh heavily, financial and personal matters that keep them up at night, and a host of other problems that make their day more stressful than needed. It’s not that difficult to do. Here’s how to do it. How to Brighten Someone’s Day. I can imagine how that must make you feel.

Financial 130

Financial Blog Interaction Customer Service 130

BirdEye

NOVEMBER 30, 2023

Therefore, the role of travel agencies has become more critical than ever as they craft these personalized and hassle-free travel experiences for their customers. This blog post is the complete guide for travel agencies to unlock opportunities, grow their business, and use the best marketing strategies to reach their clients.

Travel 110

Travel Marketing Social Media Hotels 110

Feedbackly

MARCH 30, 2023

Customer behavior is a complex phenomenon that evolves continuously. While it’s difficult to fit it within a framework, understanding your customers and forecasting how they will behave can help businesses to a great extent. What is customer journey mapping? Are you getting started with mapping?

Customer Journey Mapping 98

Customer Journey Mapping Customer Journey Touchpoint Social Media 98

BirdEye

APRIL 20, 2023

Local lead generation is a great way to reach potential customers in your area and increase your revenue. But how can you generate local leads? In this blog, we’ll show you the best strategies for generating local leads that will help you get more revenue from your business.

Social Media 98

Social Media Multi-Channel Metrics Advertising 98

BirdEye

JUNE 22, 2023

Your business wouldn’t exist if it weren’t for your customers. But not all customers are the same. Each customer you target comes with unique temperaments, making a one-size-fits-all approach ineffective. And that is why it is important to understand the different types of customers before designing a marketing strategy.

2023 98

2023 Social Media Reference Loyalty 98

ClientSuccess

JANUARY 16, 2023

Providing exceptional customer success begins with listening to your customers. It’s essential to create an environment of trust and open communication, where customers feel heard, valued, and appreciated. As a customer service leader, it’s up to you to ensure that their valuable feedback is not only collected but acted upon.

Social Media 64

Social Media Customer Success Feedback Demo 64

COPC

JULY 17, 2018

In our periodic blog series, Ask the Experts, we ask COPC Inc. experts questions about specific areas for improving operational performance in call centers, customer experience (CX) operations, vendor management organizations, and procurement. . How and when we plan to deliver the improvements . In this edition of?Ask

Blog 40

Blog Management E-support Culture 40

CustomerSuccessBox

MAY 17, 2022

A similar scenario occurs with the customers as well and is no different. So, how do you deal with angry customers? To deal with them, you first need to know what actually happened and the reasons why they’re angry. 4 main reasons that make customers angry. 4 main reasons that make customers angry.

Customers 52

Customers Customer Service Representative Blog Customer Service 52

Stella Connect

OCTOBER 21, 2021

Dan Gingiss is an international keynote speaker, customer experience coach, podcaster, and the author of The Experience Maker: How To Create Remarkable Experiences That Your Customers Can’t Wait To Share. And front-line workers often bear the brunt of customer misbehavior, whether in person or in a contact center.

Hotels 59

Hotels Social Media Contact Center Customers 59

Beyond Philosophy

MARCH 17, 2022

People ask me a lot if there is a difference between experiences and creating customer loyalty when you are a business-to-business (B2B) organization as opposed to a business-to-customer (B2C) one. And he is selling raw materials, which sounds like something that is more difficult to distinguish or to be specialized.

Banking 78

Banking B2C B2B Loyalty 78

Beyond Philosophy

AUGUST 18, 2022

One way to think of the two personalities is how they get their power. Situational Psychologists agree that we have differences, but those are less significant than how we interact with our environment. Neuroticism: Neuroticism measures how stressed you get and what stresses you. Self-Discipline, which deals with laziness.

Reference 147

Reference Measurement Leadership Books 147

Upstream Works

NOVEMBER 4, 2021

This is fine for routine updates of existing technology, but this is not sufficient for legacy-based contact centers as they try to keep up with digital-first customers. According to research by the Aberdeen Group ( via Forbes ), companies with strong omnichannel CX strategies retain an average of 89% of their customers.

Omnichannel 78

Omnichannel Contact Center Call Center Technology 78

Comm100

OCTOBER 25, 2017

Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around the internet.

Download 124

Download White Paper Customers Customer Service 124

SurveySensum

AUGUST 16, 2023

According to Gartner’s research study, Effortless Experience Explained , 96% of customers who had a high-effort experience reported being disloyal, compared to only 9% of customers with a low-effort score. But that’s not it, they also leave negative feedback, influencing other potential customers. Customer Effort Score.

Effort Score 52

Effort Score Feedback Customer Satisfaction Customers 52

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. Designing surveys is an important part of market research, and it requires a great deal of thought and care. Carlos Del Corral is an expert on crafting quality surveys. Survey Design Best Practices.

Metrics 157

Metrics NPS Touchpoint Effort Score 157

ClientSuccess

DECEMBER 14, 2021

Often, CSMs get into the customer success space because they like the excitement of working with customers or the challenge of helping users through their day-to-day problems. One area in the customer success lifecycle where some CSMs tend to get nervous is renewal conversations. Q: Is there growth potential?

Sales 90

Sales Brands Customer Success Engagement 90

Beyond Philosophy

DECEMBER 20, 2019

Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough. It didn’t work. .

Loyalty 156

Loyalty Call Center Customers Consulting 156

Customers That Stick

OCTOBER 2, 2014

Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. Kate, what was your first job and what did you learn about customer service in it? Dealing with the public is great training for customer service. It makes or breaks customer experience.

Workshop 152

Workshop Customer Service Training Government Blog 152

ChurnZero

NOVEMBER 29, 2022

This is a guest article by Michael Su , senior consultant of Customer Success, The Success League. Customer Success is still a young field and a new concept for many companies. When I ventured out to build my first Customer Success department at a tech software company, my leadership team thought I was nuts.

Customer Success 98

Customer Success Leadership Sales Customers 98