Beyond Philosophy

APRIL 19, 2024

Stories provide context, making information easier to recall, and create emotional connections that reinforce memory. How narratives aid memory retention and emotional connection. Examples of successful brand storytelling like how Ikea helps us buy their assemble-it-yourself furniture because it’s far more affordable that way.

Customer Engagement 88

Customer Engagement Engagement Connections Innovation 88

Kustomer

MARCH 28, 2024

In the heart of every revolution lies a symbol of change—a beacon that guides us forward, embodying our aspirations, our dreams, and our journey. Humanity : At its core, Kustomer is about connections. Join us as we embark on this exciting journey. It’s time our logo did the same.

Exceptional Customer Service 95

Exceptional Customer Service Innovation Connections Customer Service 95

Retently

MARCH 5, 2024

From crafting personalized responses to using feedback as a motivation for improvement, this guide will equip you with the tools to acknowledge your customers’ input and use it as a launchpad for growth. This feeling fosters a deeper emotional connection between the customer and the brand.

Feedback 155

Feedback Social Media Customer Satisfaction Loyalty 155

BlueOcean

FEBRUARY 14, 2024

An ‘us versus them’ mindset. When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. We are here today to say, with respect, they’re wrong. Find a partner who can pivot.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

Bill Quiseng

DECEMBER 6, 2023

EMOTIONAL CONNECTION To earn employee loyalty, don’t get inside their heads. EMOTIONAL CONNECTION To earn employee loyalty, don’t get inside their heads. Create an emotional connection. The more emotional the connections, the more memorable the experiences, and the more loyal the employees are. Don’t just be good.

Leadership 158

Leadership Engagement Financial Loyalty 158

TechSee

JUNE 1, 2023

These devices are used by people of all ages, they serve kids, grandparents and connect them to the world around them through the miracle of hearing. I feel particularly connected to this mission on longer calls – as helping the recipient feel comfortable is essential then.

Technology 207

Technology Reference Connections Demo 207

ShepHyken

FEBRUARY 13, 2024

The point is that functionality and customer experience are not mutually exclusive but are, in fact, very connected. It’s about how businesses make us feel. Connect with Shep on LinkedIn. While both may appreciate a good customer experience, one wants a different product experience.   Here’s another example.

Customer Experience 136

Customer Experience Transportation Hotels Airlines 136

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. But, leaders, take a deep breath! It’s time to make your case. And the results that go with them!) Strategy First.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Call Experts

OCTOBER 12, 2023

Whether seeking assistance with a complex issue, making a critical inquiry, or simply wanting to connect with another human being, the phrase “I need to speak to someone” holds a special significance. Call routing is pivotal in connecting individuals with the right human experts, as Fit Small Business explains.

Customer Satisfaction 105

Customer Satisfaction Connections Exceptional Customer Service Technology 105

CSM Magazine

MARCH 26, 2024

For customer service professionals, rapport is the bridge that connects empathetic communication with successful resolutions, fostering positive experiences that can last a lifetime. ” Personalize Your Interactions Use the customer’s name and details from their history with your company to personalize the interaction.

Customer Service 116

Customer Service Exceptional Customer Service Definition Customers 116

Call Experts

APRIL 8, 2024

Whether seeking assistance with a complex issue, making a critical inquiry, or simply wanting to connect with another human being, the phrase “I need to speak to someone” holds a special significance. Call routing is pivotal in connecting individuals with the right human experts, as Fit Small Business explains.

Customer Satisfaction 52

Customer Satisfaction Technology Connections Exceptional Customer Service 52

ShepHyken

APRIL 9, 2024

Many years ago, I used to begin my customer service keynote speeches with a question: By a show of hands, how many of you believe it’s important to satisfy your customers? As you might imagine, just about everyone raised their hand. Connect with Shep on LinkedIn. At least, it appears that way.

2024 139

2024 Workshop Customer Service Training Customers 139

ShepHyken

FEBRUARY 27, 2024

After the show, we heard from John Hughes , who is connected with me on LinkedIn. But for most of us mere mortals, we should pay attention to what most customers are telling us about customer satisfaction surveys. Connect with Shep on LinkedIn. The general consensus was that shorter was better.

2024 87

2024 Workshop Customer Satisfaction Customer Service Training 87

CSM Magazine

MARCH 7, 2024

Encoded , a leading Payment Service Provider and pioneer of innovative secure payment solutions for contact centres and e-commerce, has announced that business process outsourcing (BPO) specialist Sigma Connected is using Agent Assisted Payments solution. Encoded fitted our requirements perfectly.

E Commerce 52

E Commerce Connections 2011 E-support 52

ShepHyken

SEPTEMBER 19, 2023

In close games, when my team is up by one or two goals, I remember my school days when our coaches encouraged us to continue playing to score, even when we were winning, versus switching to more defensive play to prevent the other team from scoring. Connect with Shep on LinkedIn. Plenty! In any team sport, the goal is to win.

Customer Service 136

Customer Service Sports Workshop Customer Service Training 136

ShepHyken

FEBRUARY 20, 2024

Whether you take care of the issue yourself or pass it on to someone else, recognize that you play a very important role in the customer’s journey from experiencing a Moment of Misery™ to experiencing a Moment of Magic®. Even if you don’t formally ask your customers in a survey, “Do you consider your experience with us to be time well spent?,”

Metrics 150

Metrics Customer Service Workshop Measurement 150

Optimove

MARCH 26, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Optimove Connect 2024 served as more than just a conference; it was a place for inspiration, collaboration, and transformation in the realm of marketing. Just one of several sessions on maximizing Optimove.

2024 64

2024 Connections 2025 Download 64

Lumoa

MARCH 9, 2023

By understanding their customers’ needs and concerns, Lush is able to connect with them on a deeper level and create a loyal customer base that values the company’s commitment to ethical and sustainable practices. Put simply, it means genuinely caring about the experience your customers have with your brand.

Customer Experience 169

Customer Experience Social Media Customers Insights 169

ShepHyken

JULY 4, 2023

Someone commented, “AI is going to make us stupid.” In the form of a question, “Did calculators make us dumb?” I remembered getting a calculator and was excited that I could do long division by just pushing the buttons on the calculator. What I care about is that you know how to use the formulas. It didn’t make me dumb.

Workshop 127

Workshop Customer Service Training Books Customer Service 127

CSM Magazine

JANUARY 30, 2024

As consumers, we are not merely transactional entities; we are individuals seeking experiences that resonate with us. They don’t just view your inquiries as tasks to be checked off they see them as opportunities to connect and assist. They take the time to understand your unique needs, preferences, and history with them.

Customer Centricity 111

Customer Centricity E Commerce Exceptional Customer Service E-support 111

ShepHyken

MARCH 5, 2024

But for some of us who saw the legend for the first time, we might have expected more than just songs. Connect with Shep on LinkedIn. If you were born in this century, you probably don’t know either of them, but trust me, they are rock stars and legends! There was a difference in their shows. Bob Dylan came out and played.

Entertainment 80

Entertainment Workshop Customer Service Training Connections 80

ShepHyken

JUNE 15, 2021

Utilizing Omnichannel Communication to Connect with Customers. Top Takeaways: A customer gives us the gift of trust when they choose us. Omnichannel communication is having all the channels that a customer can connect with your brand in a centralized dashboard. Winning Customer Trust through Omnichannel Communication.

Omnichannel 151

Omnichannel Contact Center Social Media Communication 151

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. Contact us today to learn how you can use Totango and Vanilla to build stronger customer communities that lead to accelerated outcomes and value.

Connections 94

Connections Chief Customer Officer Customer Relationships Customer Relationship Management 94

ShepHyken

OCTOBER 10, 2023

We’re just using different words to get us to the same outcome. Connect with Shep on LinkedIn. Imagine if your organization were bold enough to state that the value it delivers to customers would make price irrelevant. How do you define that value? It’s simple. It’s the value provided in the customer experience.

Workshop 146

Workshop Culture Customer Service Training Employee Experience 146

Comm100

DECEMBER 12, 2023

consumers by Qualtrics, a customer’s feelings were found to be the biggest driver of consumer loyalty. .” – American Express, Customer Service Skills: Emotional Intelligence for Stronger Connections Generative AI enables us to provide a level of personalized, 24/7 service that was previously unattainable.

2024 78

2024 Innovation Customer Service Omnichannel 78

Lumoa

OCTOBER 24, 2023

This article addresses the importance of happiness in customer experience, explains how happiness can drive growth and become a competitive advantage, and is inspired by the fireside chat “How can we use the science of happiness in CX?” Understanding emotions and what triggers them is at the core of every customer experience strategy.

Competitive Advantage 83

Competitive Advantage Customer Experience Net Promoter Score Culture 83

ShepHyken

JANUARY 5, 2022

While our mission is to serve dogs and make them happy, you and your family and friends’ wellbeing is equally as important to us. All of us here at BARK are thinking of you and your loved ones and hope that you are safe. Please let us know if there is anything else we can do for you! Warmest regards, Rachel & Harper.

Customer Experience 173

Customer Experience Touchpoint Communication Customer Service Training 173

ShepHyken

MARCH 31, 2024

According to our customer experience research , only 18% of consumers in the US believe the government delivers great customer service. A celebrity or recognized expert who uses, talks about, and promotes a product or brand is a combination of marketing, sales, and experience. Connect with Shep on LinkedIn.

Article 80

Article 2024 Customer Service Government 80

ShepHyken

AUGUST 28, 2023

Top Takeaways: Authenticity and personalization can strengthen business relationships, build trust, and create emotional connections that lead to repeat business and loyalty. They break through the clutter of digital communication and create a meaningful connection with customers and clients.

Customer Experience 69

Customer Experience Insurance Loyalty Connections 69

Integrity Solutions

APRIL 19, 2024

It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us. Put another way, personalization is the opposite of operating from scripts and responding with cookie-cutter answers.

Sales 99

Sales Loyalty White Paper Contact Center 99

Kustomer

FEBRUARY 15, 2022

Since then, almost every aspect of the way we shop, sell, and connect has been transformed. Social commerce and messaging have created new ways to create enduring connections with consumers. We look forward to a bright future ahead at Meta, and hope those of you who haven’t yet made the switch to Kustomer will join us on this journey.

Customer Service 111

Customer Service 2015 Healthcare Customer Retention 111

ShepHyken

AUGUST 11, 2021

“We love our customers, and they obviously love us. Ideally, it’s related to an emotional connection that causes them to want to come back to you and not the competition. These are reasons that customers could be emotionally connected to you. . They keep coming back, again and again!” . They are not the same. .

Loyalty 172

Loyalty Books Customer Service Training Customers 172

ShepHyken

SEPTEMBER 12, 2023

Even if we don’t consciously recognize it when it’s happening, the value of that “something extra” makes us enjoy the experience and want to come back. Connect with Shep on LinkedIn. As customers, we appreciate it when someone we’re doing business with does more than we expect.

Workshop 143

Workshop Customer Service Training Customer Service Connections 143

BirdEye

NOVEMBER 7, 2023

31 brilliant car sales email template examples you can use The way you communicate with potential buyers makes the entire difference. 31 brilliant car sales email template examples you can use The way you communicate with potential buyers makes the entire difference. All the email screenshots are from Really Good Emails.

Sales 115

Sales Automotive Advertising Demo 115