BlueOcean

NOVEMBER 13, 2023

What new trends and technologies are on their mind? What new trends and technologies are on their mind? What trends are more than buzzwords and can actually make a real impact on your work? Take a read if you’re looking for tangible use cases of AI that don’t suck. How are other customer experience leaders delivering?

Customer Care 177

Customer Care 2024 Multi-Channel Contact Center 177

Experience Investigators by 360Connext

OCTOBER 17, 2023

While this can feel like it’s “common knowledge” it’s actually what I would call “common understanding.” What’s the difference? Even if you believe you understand what it means to be customer-centric, or feel like you’re getting those nods of encouragement during conversations about CX, I encourage you to read this anyway.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Experience Investigators by 360Connext

OCTOBER 3, 2023

The opportunity now is for CX leaders to get better at finding and activating unspoken insights from the customer journey, understanding what our customers tell us when they’re simply behaving as normal. This also enables you to test new messaging or conversation flows to see what leads to the best customer experience.

Feedback 270

Feedback Social Media Hospitality Hotels 270

Experience Investigators by 360Connext

AUGUST 31, 2021

What are the Best Customer Feedback Questions to Ask? If you’ve read my article on Listening Assessments or downloaded our free Customer Interview Guide resource , you know I love customer feedback that tells a story and contextualizes our other data. Ask: “What should we add to our service or products?”.

Feedback 380

Feedback Reference Customers Loyalty 380

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. We know a seamless outsourcing transition is essential for maintaining operational efficiency and customer satisfaction, and you need to go on the transition journey with a team of people you barely know.

Customer Care 177

Customer Care Document Sports Communication 177

Experience Investigators by 360Connext

AUGUST 3, 2021

Too often, shortcuts within the wrong areas lead to shortfalls and short-sightedness on what really matters. We will never sell, share, or abuse your information. What do customers really want? We have an “expert” problem. And sure, there’s validity to what they have to say. It IS a lot.

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

Customer Bliss

APRIL 23, 2021

What you find in environments where there’s a lot of innovation and ingenuity is an element of–absolutely–a truthful environment. I’ve always been amazed how when we stand as witnesses, and we put our hand on the Bible, and we raise our hand, we say, ‘I swear to tell the truth, the whole truth, and nothing but the truth.

Customer Experience 273

Customer Experience Books Consulting Sports 273

ShepHyken

APRIL 14, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This one focuses on field service, but it’s still worth the four minutes it takes to read. My Comment: As costs go up, we must charge customers.

2024 71

2024 Net Promoter Score Article Loyalty Programs 71

Eptica

NOVEMBER 3, 2023

We examine what to look for when picking a partner to ensure long-term success. Read the full article on our parent company Enghouse Interactive’s site. We examine what to look for when picking a partner to ensure long-term success.

2023 101

2023 Article Interaction Customer Engagement 101

Customer Bliss

JANUARY 17, 2020

We are living in a world where customers have the megaphone. That’s actually been one of the most wonderful forcing functions: when finally it wasn’t about who we said we were; it’s about what employees and customers say we are. What stupid rules can we kill ?”. Did you improve my life?

Chief Customer Officer 327

Chief Customer Officer Banking ROI Blog 327

BlueOcean

JANUARY 30, 2024

What math should go into the business case around call center outsourcing costs? (Or Or if you’re keen on delegating that chore, skip this read and contact us today for a cost analysis of your center !) Pay Per Use Instead of Pay Per Person We are big fans of the transactional model in a strategic relationship.

Contact Center 296

Contact Center Insights Call Center Technology 296

ShepHyken

JANUARY 16, 2024

First, how we think our customers perceive our customer service and CX is often not the reality. Reality isn’t what we think or believe. It’s what our customers say. They should learn firsthand what it’s like to be a customer. So, what are you waiting for? It’s just our perception.

Customer Service 140

Customer Service Books Workshop Customer Service Training 140

ShepHyken

MARCH 31, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. If we don’t have a product or service that meets a customer’s needs, we will go out of business. My Comment: What is customer science?

Article 80

Article 2024 Customer Service Government 80

Beyond Philosophy

MAY 11, 2023

We have been remiss. In the past five years, we have talked about the Cleveland Browns, a struggling team in the NFL, several times but we haven’t discussed customer engagement once. I became aware of this deficit after receiving an email from Vijay, one of my podcast listeners, asking me what we had on it.

Customer Engagement 157

Customer Engagement Engagement Social Media Definition 157

ShepHyken

APRIL 1, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. If we don’t have a product or service that meets a customer’s needs, we will go out of business. My Comment: What is customer science?

Article 76

Article 2024 Customer Service Government 76

The DiJulius Group

APRIL 15, 2024

The Most Critical Element of an Amazing Customer Experience is Being Human-Centric Today, we are living in the “digital disruption era.” As an entrepreneur, like so many, I have become enamored with the potential of what AI can do. And, Read Full Article The post The Human-Centric Approach appeared first on The DiJulius Group.

Innovation 76

Innovation Article Technology Customer Experience 76

Totango

NOVEMBER 15, 2023

We were recognized for our strength in end-to-end relationships, overall value, and leading features and functionality. The best of customer success At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers. We love data-driven insights.

Customer Success 112

Customer Success 2023 Customer Satisfaction Demo 112

Lumoa

SEPTEMBER 1, 2023

We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Our initial launch offered two summaries for your Positive and Negative responses, but we now offer a way to get a single summary covering all feedback for a topic. Thanks for reading! Let’s get started! Pretty neat!

2023 157

2023 Webinar B2C ROI 157

ShepHyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. I believe we control our destiny much more than anybody else can do anything to us,” he says. Here are my top five picks from last week.

2024 78

2024 Article Customer Service E Commerce 78

BirdEye

OCTOBER 12, 2023

When you send a message with a certain icon or symbol, you want to make sure that the customer, that is, the recipient, understands what you mean by it. If you want to know what’s the difference between an open blue circle with a white check mark and a filled blue circle with a checkmark, you’ve come to the right page.

Communication 111

Communication Government Demo Management 111

Beyond Philosophy

NOVEMBER 11, 2021

So, since the state of things is such a mess at the moment, we did a podcast on the 5 Rules to Dramatically Improve the Way You Deal with Customer Complaints, and I thought I would share them here as well. . The 5 Rules for improving the customer complaint process are: Read between the lines. Rule #1: Read between the lines.

Insurance 153

Insurance Call Center Financial Consulting 153

Beyond Philosophy

JULY 20, 2021

It’s summer reading season. Today, I will share seven books that are an essential summer read for anyone in business. We shared these books on a recent podcast, chosen because we liked them a lot or, in some instances, because they changed our lives. Let’s take a closer look at each of these, shall we?

Books 148

Books Consulting 2002 Entertainment 148

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: We kick off this week’s Top Five roundup with an excellent article on the most popular topic of the day (probably the year), AI.

2024 76

2024 Article Hotels Loyalty Programs 76

Lumoa

FEBRUARY 6, 2024

We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. GPT Summaries Improvements The AI that we use to create GPT summaries has been refined and improved, thanks to your feedback! We created a thing called Concepts to be the solution to this problem. Let’s get started!

2024 83

2024 Document Webinar Feedback 83

C3Centricity

DECEMBER 5, 2023

Artificial Intelligence (AI) has become an integral part of our daily lives and has revolutionized how we interact with technology and businesses. With the advances in AI technology, we have seen the emergence of chatbots and virtual assistants that can engage in more natural and context-aware conversations.

Interaction 90

Interaction Technology Customers Customer Engagement 90

Lumoa

JANUARY 31, 2023

Define Roles Set targets Collect customer feedback Analyze the feedback Act on the feedback Close the loop with the customers Enhance customer-centric culture Recommended reading on Customer experience Why do you need Customer Experience Management? Voice of the customer: where to start? Can you say the same about your company?

Customer Experience 176

Customer Experience NPS Touchpoint Customer Centricity 176

Lumoa

MARCH 9, 2023

This level of transparency shows that Lush is willing to go the extra mile to demonstrate to their customers that they care about what they care about. When you’re able to get to the core of what someone needs, you’re able to provide the best customer experience possible. And, in fairness, it’s easy to do that.

Customer Experience 169

Customer Experience Social Media Customers Insights 169

Beyond Philosophy

APRIL 18, 2024

So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out. When I go in, we chat to catch up, and then he recommends a lure for me to try that day. Graham Hill is a guy I follow and read on LinkedIn a lot.

Advertising 78

Advertising Technology Brands Interaction 78

Micah Solomon

OCTOBER 9, 2018

Put a system in place that addresses these scenarios (what I call “customer service recovery”) and train your employees until they’re fluent in using it. Preferred: ‘‘We find it works best when.’’. Here are three ways to reach Micah: email, chat, web). Develop a company language lexicon. Preferred: ‘‘Our records show a balance of.

Customer Service 264

Customer Service Customer Experience 2005 Hospitality 264

Totango

APRIL 4, 2024

“What’s your company’s most important business outcome in 2024?” If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? This is what businesses need to survive in today’s environment. What was the goal of the project?

Sales 89

Sales Customer Success Insights Webinar 89

The DiJulius Group

DECEMBER 13, 2023

When the chips are down, what can wrestling teach us about life, entrepreneurship, and the art of excellent customer service? On this episode of The Customer Service Revolution, John and his son, the dynamic wrestler-turned-entrepreneur Johnni DiJulius, explore what the wrestling world can teach us.

Article 95

Article Customer Service Customers 95

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic. I hold nothing back.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

Beyond Philosophy

AUGUST 25, 2022

For those who read this newsletter, you know that Customer Science is where we have a convergence of artificial intelligence (AI), data, and behavioral sciences. As customers, we often think of that time on hold or in customer service from our perspective. So, how can you create a proactive experience in your organization?

Contact Center 147

Contact Center Hotels Social Media Interaction 147

Beyond Philosophy

JUNE 25, 2020

In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. Embrace that we don’t choose between experiences, but between the memories we have of experiences. ” Define what you want a customer to remember.

Management 188

Management Insurance Net Promoter Score Connections 188

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Specifically, we can create higher levels of personalization and use data to better understand our customers. This is Dan’s take on it.

2024 78

2024 Article Customer Service Government 78

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. So, what to do with this list?

2021 141

2021 Article Customer Service Government 141

Beyond Philosophy

MARCH 7, 2024

So, let’s discuss how to uncover what’s hiding there and how it affects your bottom line. What brought this up was a podcast listener who had a pickle they wrote us about. Emily Davidson wanted to know how she could determine the value of what she is doing in her customer experience initiatives. Value is fundamental here.

ROI 78

ROI Return on Investment Measurement Customers 78