BlueOcean

NOVEMBER 13, 2023

As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry. How are other customer experience leaders delivering? Wise words from CallMiner.

Customer Care 177

Customer Care 2024 Multi-Channel Contact Center 177

ShepHyken

MAY 24, 2023

No matter how hard you try to please some customers, they aren’t happy. And speaking of reality, no matter how good you are at creating an amazing customer experience, the customer’s perception counts. However, I didn’t have the same experience. You may never be able to make them happy. That’s okay.

Sports 131

Sports Hospitality Workshop Reference 131

CX Accelerator

NOVEMBER 7, 2023

Surely customer support could help me sort this out. It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. Give inconsistent or incorrect answers to customers. 6) do not invest in the human experience. , 5) put profits before purpose.

Customer Centricity 316

Customer Centricity Airlines Net Promoter Score Books 316

ShepHyken

DECEMBER 26, 2023

Happy New Year! I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. How fast do you respond to customers? Customers appreciate a quick response.

Customer Service 157

Customer Service Workshop Customer Service Training Connections 157

Experience Investigators by 360Connext

FEBRUARY 3, 2020

In a cover story for the Humboldt Foundation , Dr. Manfred Spitzer writes about the nucleus accumbens, a structure deep down in the brain that is activated by positive experiences. The nucleus accumbens is, therefore, neither pleasure nor addiction centre, and only incidentally a happiness centre. Just relief… and happiness.

Workshop 197

Workshop Healthcare Sales Financial 197

Experience Investigators by 360Connext

NOVEMBER 14, 2023

Ready for some compelling reads that will amp up your customer experience game? Listen in as we journey through the world of CX books that will satiate your curiosity and boost your knowledge of customer experience strategy, design, and measurement. Bottom line – It’s time to elevate your CX game!

Chief Customer Officer 143

Chief Customer Officer Books Measurement Insights 143

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

TechSee

JUNE 1, 2023

With over 700,000 devices implanted worldwide, the company’s customer service team assists people daily with a wide range of questions about their devices, including multiple types of implants, Sound Processors, and a portfolio of accessories. Their virtual assist technologies are often acknowledged by customers.

Technology 207

Technology Reference Connections Demo 207

Bill Quiseng

FEBRUARY 7, 2024

This is not a customer service training class. Training is finite, usually one to three days. And the job of employees is to serve to satisfy the customer. Ideally, all of you will be enthused and energized to engage customers, not just to satisfy, but to WOW them. Customer service is what you do for your customers.

Customer Service Training 78

Customer Service Training B2C Hospitality B2B 78

ShepHyken

MARCH 3, 2021

If the trip is under seven days, I can usually do it. None of us in that office are happy to be there. Apparently, those were the old days. My last lost luggage experience was more pleasant. Furthermore, throughout the day I was sent updates from the airline until the luggage finally arrived that day.

Airlines 147

Airlines Travel Customer Service Training Information 147

ShepHyken

MAY 5, 2021

In the customer service world, people have expectations. The effort a customer makes to get the problem resolved – hopefully, it’s minimal effort – is ideally rewarded with an acceptable and expected resolution. I share this because someone recently asked why bad experiences seem to always be remembered over good experiences.

Customer Service Training 153

Customer Service Training Customer Service Customer Expectations Information 153

BlueOcean

MAY 5, 2023

We’ve said it before and we’re not afraid to repeat it until the cows come home: using a boilerplate RFP in the process to find a new customer care outsourcer is a quick road to failure. You’re looking for a strategic partner who will interface with your customers day in and day out. That requires a custom RFP.

Customer Care 156

Customer Care Contact Center Government Culture 156

ShepHyken

FEBRUARY 7, 2023

If you show your employees a little love this Valentine’s Day, they will reciprocate with a little love for you, your company, and your customers. When good people leave, it can negatively impact the morale of other employees, and when people aren’t happy working for a company, the customers can sense it.

2023 123

2023 Customer Service Training Reference Employee Experience 123

Bill Quiseng

OCTOBER 26, 2020

Facemasks, door signs, floor decals, partitions, and hand sanitizers won’t keep your customers. Such safety protocols in response to the pandemic are expected from your customers. While failing to implement them will cost you customers, maintaining those standards will not guarantee that you keep them. Communicate.

Exceptional Customer Service 183

Exceptional Customer Service Hospitality Leadership Customers 183

ShepHyken

JANUARY 10, 2024

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. On the day of departure, I was dropped off at the airport and went directly to the ticket counter. If the agent really was lazy, shame on her for taking a job where she supports customers.

Travel 92

Travel Customer Service Airlines Poor Customer Service 92

ShepHyken

JUNE 12, 2023

It empowers teams to access the information they need to do their day-to-day, such as support responses, e-mail replies, sales pitches, and many more. It also enhances communication internally and externally, making it easy for your team to delight your customers with less effort in less time.

Communication 62

Communication E-support Customer Centricity Loyalty 62

Bill Quiseng

NOVEMBER 1, 2023

Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. Let’s be revolutionary to transform CX Into CXM, customer service to customer CARE, and customer service training to an education in customer CARE or customer CARE University.

Customer Journey Mapping 97

Customer Journey Mapping Sports Customer Service Training Customer Care 97

ShepHyken

OCTOBER 24, 2023

By the end of the day, it was fixed. If all they do is that role and don’t care to do anything else, such as fixing a crooked piece of art in a frame, you would still be happy with their work. For example, we had a frame with a motivational quote that we changed every week. One week later, the quote and picture frame were crooked.

Workshop 140

Workshop Customer Service Training Customer Service Article 140

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. This article will also explore 25 ways to say “Thank you for your feedback”, each designed to improve customer relations and foster a positive business image.

Feedback 155

Feedback Social Media Customer Satisfaction Loyalty 155

Beyond Philosophy

JUNE 7, 2019

Happy Employees Make Happy Customers. When your employees are happy, they are more likely to make your customers happy. The question is, how do you get happy employees? Then, you can determine how they link with the emotional components of the Customer Experience you have designed.

Employee Experience 115

Employee Experience Consulting Customers Books 115

ShepHyken

DECEMBER 12, 2023

Customer service and customer experience (CX) are more than what happens after the sale. It actually begins long before a customer ever makes a purchase. Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and more.

Sales 92

Sales Customer Experience Workshop Customer Service Training 92

ShepHyken

OCTOBER 22, 2021

He shares six ways companies and their brands can deliver an exceptional customer experience. Companies and their brands are no longer built through advertising but through experiences, and these experiences are customer-driven.? . Here are six ways you can deliver an exceptional customer experience. .

Customer Experience 145

Customer Experience Management Return on Investment Banking 145

ShepHyken

MAY 1, 2023

Top Takeaways: Brands sometimes invest more in products and in how their retail stores look without focusing on the experience. What’s happening on the inside is felt on the outside by the customers. If you fix the people side of your business first, you will create a better customer service experience.

Culture 64

Culture Retail Customer Service Employee Experience 64

Solvvy

SEPTEMBER 7, 2022

Customers want accuracy, speed, and convenience when they’ve got an issue that needs to be resolved. That makes great CX essential, and we all know it when we experience it. We want fast accurate support and resolutions—24 hours a day, 7 days a week, 365 days a year—across every channel. .

Webinar 106

Webinar Customers Customer Expectations Brands 106

ShepHyken

DECEMBER 3, 2021

He shares the four key areas that lead to elevated customer experiences while growing rapidly. Since I assumed the chief executive role, we have targeted our efforts on continuing to grow our service footprint, but doing so in tandem with delivering excellent customer care. Happy Enabled Employees = Happy Customers.

Customer Experience 138

Customer Experience Net Promoter Score 2021 Transportation 138

CSM Magazine

OCTOBER 25, 2022

What’s more is that 38 percent of those people said that they wound up working more than an hour extra per day to cover for their vacationing colleagues. Not to mention, even the vacationing employee will likely experience additional stress in the lead up to and the return from their break. And that is crucial.

Banking 119

Banking Customer Service Feedback Customers 119

Daniel Group

APRIL 18, 2024

Intuitively, we recognize the pivotal role of communication in delivering a memorable customer experience. If you reflect on your own positive experiences, many of them likely arose from the effectiveness of communication. This statistical result is consistent with my observations of customer behavior.

Communication 98

Communication NPS Net Promoter Score 2008 98

Thematic

MAY 5, 2024

Qualtrics X4 Summit is the most attended customer and employee experience event. For Thematic, it meant reconnecting with our customers and partners. The CEO shared during day two's keynote how the team took action on feedback from day one. The unique thing about Qualtrics X4 is the lineup of speakers.

2024 48

2024 Events NPS Definition 48

Kayako

JANUARY 17, 2018

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it. NPS measures customer loyalty.

Customer Experience 179

Customer Experience Net Promoter Score NPS Touchpoint 179

ShepHyken

JUNE 29, 2022

A great doctor makes you well and calls you the next day to see how you’re doing. . However, great is the addition of a better customer experience. If you go to a restaurant that has the most delicious food, but the service is outright terrible, you wouldn’t refer to that as a great experience. Don’t answer me.

Reference 128

Reference Customer Service Training Definition Retail 128

ShepHyken

APRIL 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Customers want the attention on them—and they’re willing to walk if they don’t get it. My Comment: This week’s TOP FIVE roundup has a theme: Customer Loyalty. My Comment: As costs go up, we must charge customers.

2024 72

2024 Net Promoter Score Article Loyalty Programs 72

Optimove

JANUARY 17, 2024

Discover the true value of your customers with our LTV calculator Download Now Why it Matters: As we celebrate Get to Know Your Customers Day, it’s crucial to remember that every day is an opportunity to put the customer first, starting with their data and leveraging AI-powered tools to uncover valuable insights.

Loyalty 59

Loyalty 2024 Download Roadmap 59

ShepHyken

JULY 22, 2020

I was having a conversation with a colleague and came up with the idea that you shouldn’t have to fight with a company to get your problem resolved or for them to make you happy. They should want to make you happy. Just a couple days later I saw this idea in action, but with a twist. He doesn’t just want to make me happy.

Definition 162

Definition Poor Customer Service Customer Service Training Sales 162

Retently

NOVEMBER 27, 2023

Outsourcing has become increasingly popular these days, as more companies worldwide are exploring different destinations for outsourcing their business activities, and it’s no wonder why. Business owners now realize that there are many reasons that companies, both big and small, outsource various jobs, and Customer Success is no different.

NPS 147

NPS Net Promoter Score Multi-Channel Customer Success 147

SurveySensum

FEBRUARY 29, 2024

Happy employees, happy business. Despite this, her job satisfaction plummeted due to a lack of recognition and support, resulting in a negative employee experience. Despite this, her job satisfaction plummeted due to a lack of recognition and support, resulting in a negative employee experience. Employee satisfaction!

Culture 52

Culture Customer Satisfaction Loyalty Reference 52

Method:CRM

JULY 11, 2022

Great customer experience is key to fostering customer loyalty. If customers have a pleasant experience with your company, they’ll be more likely to come back for more business and recommend your goods or services to others. But how do you plan for and execute effective customer experience improvement?

Customer Experience 92

Customer Experience Customer Journey Mapping Loyalty Programs Omnichannel 92

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. CSAT.AI) The holiday season is rife with customer service horror stories from both customers and workers. Happy Holidays!

2022 64

2022 Article Loyalty Programs Customer Service 64