ShepHyken

NOVEMBER 4, 2016

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. The millennial consumer must be understood in order to deliver an Amazing customer service experience. nurture bonds with customers.

Blog 126

Blog Social Media Mobile Customer Service Innovation 126

ShepHyken

JUNE 15, 2018

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. Think of it as a telephonic IVRS analog for customer support.

Blog 75

Blog Social Media Healthcare 2017 75

ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor.

Blog 101

Blog Demo Competitive Advantage Insurance 101

BirdEye

SEPTEMBER 11, 2023

Satisfied customers build successful businesses. Every business works to keep its customers happy, provide the best service, and become the #1 choice for its customers. This is especially true for multi-location businesses catering to local customers. Table of contents What is AI-driven customer experience?

Customer Experience 114

Customer Experience Social Media Multi-Channel Omnichannel 114

Totango

NOVEMBER 14, 2023

As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships.

Connections 94

Connections Chief Customer Officer Customer Relationships Customer Relationship Management 94

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

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. Key Takeaways Customer feedback questionnaires are a valuable resource for understanding customer expectations and experiences, shaping products/services, and fostering brand loyalty, all of which fuel business growth.

Feedback 113

Feedback Net Promoter Score Customer Satisfaction Loyalty 113

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. Supporting technologies that will drive new levels of speed and efficiency. Shep Hyken.

Blog 79

Blog Omnichannel Social Media Retail 79

Totango

SEPTEMBER 22, 2023

we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. And, that growth comes from consistently and quickly delivering customer value. Announced during our flagship event, Totango Live!

Multi-Channel 113

Multi-Channel 2023 Customer Success Omnichannel 113

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Customer Success 103

Customer Success Touchpoint Customers Insights 103

SurveySparrow

DECEMBER 28, 2023

Did you know that 91% of unhappy customers leave without a word? And according to Forbes, a harsh 96% will abandon you for lousy customer service! This stat shows us the importance of measuring customer experience. ” Customers then give a rating, often on a scale of 1 to 5 or 1 to 10. It goes a step further.

NPS 52

NPS Measurement Net Promoter Score Feedback 52

ShepHyken

JULY 21, 2017

This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. I believe that as a quick first line of support, live chat is a great alternative. This means that you should know how to hire live chat agents who are going to delight your customers.

Blog 91

Blog Travel Article Communication 91

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated.

Blog 92

Blog Customer Experience Contact Center Interaction 92

ShepHyken

JANUARY 11, 2019

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback.

Feedback 92

Feedback Blog NPS Net Promoter Score 92

Wootric

DECEMBER 21, 2018

Automatically Organize Qualitative Customer Feedback with Auto-tagging. This is where using software to auto-tag customer comments saves the day. Here are 5 signs that text and sentiment analytics will be worth the investment, bringing your customer feedback program to the next level.

Net Promoter Score 56

Net Promoter Score 2018 Blog Article 56

Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals.

2024 111

2024 2023 Customer Success Innovation 111

ShepHyken

MAY 25, 2018

This week we feature an article by Matt Nolan who shares five keys to building more compelling, sustainable customer relationships. Customer retention used to be considered just a “service problem.” Service has become an always-on, everywhere requirement – in the customer’s eyes, great experiences have to be connected and fluid.

Customer Relationships 74

Customer Relationships Blog Call Center Presentation 74

BirdEye

OCTOBER 31, 2023

This blog post delves deep into their solutions to see if it would work for businesses like yours. Yahoo Small Business (now Turbify) is a suite of tools and solutions designed to help small businesses build, scale, and manage their online presence. You can use the intuitive drag-and-drop editor to customize the templates.

E Commerce 105

E Commerce E-support Poor Customer Service Social Media 105

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?

Customer Service 73

Customer Service Multi-Channel Omnichannel Social Media 73

Totango

NOVEMBER 14, 2023

As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships.

Connections 62

Connections Chief Customer Officer Customer Relationships Customer Relationship Management 62

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Kustomer

JUNE 27, 2022

In a post-pandemic world, consumers have undergone an inadvertent shift in mindset and expectations surrounding customer experience (CX). Today’s consumer, as a result, finds great benefit in a hybrid customer experience that combines the spark of human communication and the convenience of sophisticated digital assistance.

Consumers 104

Consumers Customer Experience Social Media Poor Customer Service 104

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

SurveySensum

DECEMBER 6, 2023

Imagine your business as a vibrant garden, with customers as the colorful blooms. But, here’s the thing – how do you ensure your garden is thriving? — Enter the Customer Health Score – the secret sauce that successful businesses swear by. With customer feedback ! What is a Customer Health Score?

Metrics 52

Metrics Customer Satisfaction Feedback Customer Relationships 52

Kustomer

SEPTEMBER 4, 2023

If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past. In this blog, we explore what we really mean by customer service coaching and its role in a successful CX strategy.

Customer Service 98

Customer Service Contact Center Feedback Call Center 98

Totango

JUNE 28, 2022

But during an economic downturn , when companies are cutting costs and putting a halt on investing in new products, the CMO’s focus has to switch from facilitating growth through new customers to promoting growth via the company’s current customer base. . Maximize Your Return on Investments. Make Your Company Relevant .

Return on Investment 73

Return on Investment Competitive Advantage ROI Communication 73

Comm100

MAY 23, 2023

Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. While we read about the many benefits of automation in customer service, it can be difficult to know how exactly to introduce this into your own organization.

Customer Service 71

Customer Service 2023 Reference Customers 71

SurveySensum

JANUARY 17, 2024

That means companies need to catch up on what two-thirds of customers think. Ensure the questions resonate with the customer’s experience and send surveys at moments when they can engage with them effectively. 11 Best Practices for Seamless Customer Satisfaction Survey Design 1. Let’s get started.

Customer Satisfaction 52

Customer Satisfaction Feedback Demo Customers 52

Win the Customer

SEPTEMBER 11, 2023

Delivering an exceptional customer experience (CX) isn’t just a nice-to-have—it’s a strategic imperative. In this blog post, we’ll delve into the crucial Key Performance Indicators (KPIs) that define CX success and show you how to leverage them for maximum impact. This is where CX metrics for success come into play.

Metrics 59

Metrics Customer Experience Net Promoter Score Touchpoint 59

SurveySensum

OCTOBER 10, 2023

Delighted is a customer feedback platform that helps businesses gather, track, and analyze thousands of actionable customer, product, and employee feedback. This includes managing contact lists, tracking customer attributes, difficulty setting up web surveys, tracking customer attributes, lack of advanced reporting, etc.

Multi-Channel 52

Multi-Channel Feedback 2023 NPS 52

Kustomer

JUNE 27, 2022

A new era in customer service has arrived. The transformed landscape requires engagement like never previously seen, and customer service software is here to help. Not one single survey has ever indicated that customers wouldn’t pay more for great service, according to Forbes. What Is Customer Service Software?

2022 98

2022 Customer Service E Commerce E-support 98

Gainsight

MARCH 1, 2024

In the dynamic landscape of Customer Success (CS), where relationships and outcomes intersect, the voices of female leaders are increasingly shaping the trajectory of the industry. In this blog, we asked four remarkable female leaders in CS about their predictions and foresight into the future of this pivotal field.

Customer Success 59

Customer Success Chief Customer Officer 2002 2014 59

Bold360

DECEMBER 7, 2020

With customers moving so rapidly to virtual and digital spaces, organizations have been forced to pivot their customer engagement and scale their support capacities. . and employee experience (lack of infrastructure, both hardware and software, to support the sudden shift to remote work). .

Multi-Channel 98

Multi-Channel Customer Engagement Roadmap Engagement 98

SurveySensum

OCTOBER 19, 2023

And even the customers started showing dissatisfaction. So, to address this crisis, you decided to conduct a product survey, with the help of an efficient product feedback platform, to understand your customers’ experiences and reasons for declining sales and dissatisfaction with your smartphone.

Feedback 52

Feedback Customer Satisfaction Insights User Experience 52

Comm100

AUGUST 10, 2022

You might already know that you can automate a high portion of common support questions with chatbot software , but it can do so much more. In this blog, we’ll look at the top 5 benefits of chatbots in customer service with case studies and data to back it up. Today’s customers expect fast support at any time of day.

Customer Service 82

Customer Service ROI Customers Consumers 82

Team Support

JANUARY 12, 2021

ServiceXRG and TeamSupport have joined forces to create a comprehensive study of the Support industry that is now available for download. This three-part blog series aims to break down the main principles of the report into three parts to more clearly highlight the report’s key points. Key Imperatives for Support.

B2B 86

B2B 2004 2021 Download 86

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. What Is a Customer Success Manager?

Customer Success 118

Customer Success Management Customers Presentation 118