Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. Customers expect (and deserve!) If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

ShepHyken

JANUARY 16, 2024

When it comes to customer service and customer experience (CX), there is a difference between perception and reality. 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.

Customer Service 144

Customer Service Books Workshop Customer Service Training 144

Experience Investigators by 360Connext

APRIL 11, 2023

” Where does quality fit in the context of customer experience? .” ” Where does quality fit in the context of customer experience? Well, I’m betting your definition of what quality means to your customers might just differ from their version. But what really is the meaning of quality? So is that quality?

Customer Journey Mapping 162

Customer Journey Mapping Banking B2B Definition 162

CSM Magazine

MAY 13, 2024

A new study by Genesys reveals that people of all ages are open to artificial intelligence provided it enhances their customer service experiences. Consumer sentiments towards AI are mixed, with 40% expressing concerns while the remaining 60% are either unworried or believe fears are exaggerated.

2030 52

2030 Customer Service Virtual Agent 2023 52

ShepHyken

NOVEMBER 13, 2023

Top Takeaways: The future of customer service is being transformed by AI-powered technologies that can automate and enhance customer interactions. Technologies, such as ChatGPT and generative AI, are revolutionizing how businesses interact with their customers. AI is redefining customer support.

Call Center 73

Call Center Technology Interaction Customer Service 73

Totango

MAY 17, 2024

Some believe AI is overhyped. Economic pressures are compelling companies to rethink their strategies, with a heightened focus on both acquiring new business and nurturing existing customer relationships to drive revenue growth. Others think we are already in the midst of transformation. So, what can CS teams do today?

Innovation 91

Innovation Call Recording Government Customer Success 91

CSM Magazine

FEBRUARY 15, 2024

John Tschohl of the Service Quality Institute takes a look at the results of some of the leading customer-centric companies of 2023. Amazon I believe is the most customer-driven firm in the world. Obsessing over the customer experience pays off. During COVID Amazon never let up on its focus on the customer.

Financial 105

Financial 2023 Customer Service Insurance 105

ShepHyken

MARCH 31, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Article 84

Article 2024 Customer Service Government 84

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Customer empathy is at the heart of Lush’s approach to building trust with its customers.

Customer Experience 169

Customer Experience Social Media Customers Insights 169

Experience Investigators by 360Connext

APRIL 27, 2021

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. It can feel daunting to try to actually improve the customer experience when there are real challenges to overcome. Step One: Understand.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

Kustomer

MARCH 19, 2024

An AI-powered agent copilot built on top of our CRM. In today’s highly competitive marketplace, engaging customers and creating meaningful interactions is crucial for business success. For over 9 years, Kustomer has been developing products and capabilities that place the customer at the center of the experience. Not anymore.

Metrics 69

Metrics Webinar Interaction Loyalty 69

Team Support

JUNE 20, 2023

In fact, 91% of CEO’s firmly believe we are on an imminent path towards a long lasting recession. Compounding these hurdles is the fact that providing excellent customer support is facing its own set of challenges. Compounding these hurdles is the fact that providing excellent customer support is facing its own set of challenges.

Customer Satisfaction 97

Customer Satisfaction Webinar Culture Interaction 97

ShepHyken

APRIL 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Article 79

Article 2024 Customer Service Government 79

The DiJulius Group

MARCH 6, 2024

When a child’s future seems etched by adversity, the power of a dream can be revolutionary. On this episode of The Customer Service Revolution, JKatie Eichenauer of Believe in Dreams joins John. We unwrap the emotions of transforming childhood trauma into triumph.

Article 64

Article Customer Service Customers 64

ShepHyken

JANUARY 3, 2024

I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. Smarter Customers This is the same prediction I’ve started with for several years. Our customers are smarter than they were last year (again). Happy New Year!

2024 96

2024 Customer Service Workshop Customer Service Training 96

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

VDS

MAY 21, 2024

Imagine a world where customer service is both incredibly efficient and deeply empathetic—this is the promise of combining AI technology with human agents. To meet today’s high customer expectations, businesses are increasingly turning to a blend of AI technology and human interaction.

Interaction 52

Interaction Customer Service Virtual Agent Contact Center 52

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. by Janelle Estes.

Article 124

Article 2022 Customer Service Customer Service Training 124

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. It’s grown to include all of the customer experiences your customer has every day.

2024 81

2024 Article Customer Service Government 81

ShepHyken

DECEMBER 1, 2021

Customers are beginning to feel the results of The Great Resignation , which quite honestly, is not so great. It has resulted in longer lines, longer hold times, and slower service – basically a lower level of customer service. . They also work for the company and the customer. If so, tell them!

Healthcare 127

Healthcare Customer Service Training Feedback Leadership 127

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Customer Success 102

Customer Success Customer Journey Mapping 2024 Automotive 102

Gainsight

MAY 15, 2024

The Human-First AI Playbook Is Here To kick off the keyn ote, Gainsight CEO, Nick Mehta, jumped on stage to discuss the state of customer success right now. In CS specifically, many teams have to juggle decreasing headcounts with more demands from the customer. Earlier today, we kicked off Pulse 2024 in St.

2024 52

2024 Events Customer Journey Technology 52

Magellan Solutions

SEPTEMBER 6, 2023

Instead, it’s a powerhouse tool transforming the service provision game. It personalizes customer journeys, fine-tunes strategies, and unearths insights hidden within data mountains. It personalizes customer journeys, fine-tunes strategies, and unearths insights hidden within data mountains. Why the AI frenzy?

Customer Engagement 98

Customer Engagement Engagement 2023 Social Media 98

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

2023 62

2023 Customer Service Customer Service Representative Customer Care 62

ShepHyken

DECEMBER 27, 2022

The Power of Listening to Your Customers . Using Conversational Data to Enhance the Customer Experience . Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale. Listen to your employees, too, not just your customers.

Healthcare 126

Healthcare Customer Centricity Customer Voice Voice of Customer 126

Lumoa

APRIL 3, 2023

We are thrilled to announce our new partner: B2B Customer Experience Agency. By combining expertise in B2B customer experience with Lumoa’s powerful platform, we can create exceptional customer experiences that drive growth. I see CX as a Service.

B2B 83

B2B Customer Experience Customer Centricity Consulting 83

Magellan Solutions

MAY 16, 2024

Deloitte believes using an outsourced call center is vital to delivering exceptional customer experiences. An outsourced call center can be your secret weapon for delivering exceptional customer experiences. Explore outsourced call center pricing and discover how to improve customer service while maximizing cost-effectiveness.

Call Center 52

Call Center Average Handle Time ROI Omnichannel 52

Beyond Philosophy

JANUARY 25, 2024

” Recently I decided that I would like to leverage the power behind that phrase. Since my request, we were lucky enough to have a new one from Justin Stafford ( justin@customersmarts.co ), founder of Customer Smarts , based in Sydney, Australia, and podcast host of “Customer Smart.” However, for the team to work well (i.e.,

Sports 78

Sports Customer Experience Customer Centricity Sales 78

ShepHyken

SEPTEMBER 26, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Qualities You Need To Get A Good Customer Service Job by James Spillane. Business 2 Community) Are you interested in getting a customer service job? Are You Using the Right Customer Experience Analytics?

Article 68

Article 2022 Customer Service Customer Retention 68

ShepHyken

AUGUST 11, 2023

She writes about how to listen to your customers with the goal of connecting. I am not here to talk about childish stuff like, “Listen to your customers.” Even if it is not your fault, empathizing with your customers is not going to harm you. What are the immediate impacts of listening to your customers carefully?

Poor Customer Service 62

Poor Customer Service Customer Retention Customer Service Representative Connections 62

Clarivate

SEPTEMBER 5, 2023

These awards are particularly special because they recognize the benefits most important to our customers, earning the highest rating within its category for usability, ease of use, meeting user requirements, and user adoption. Kelly H, via G2 The IPfolio difference Why does IPfolio inspire such customer loyalty? Integrated services.

E-support 52

E-support 2023 Document Demo 52

Magellan Solutions

DECEMBER 13, 2023

We value our clients by offering customized solutions and constantly striving for improvement. Magellan steps in as an expert, providing services and creating a customized value proposition for each client. Magellan steps in as an expert, providing services and creating a customized value proposition for each client.

Net Promoter Score 52

Net Promoter Score Measurement Metrics Innovation 52

Magellan Solutions

DECEMBER 13, 2023

We value our clients by offering customized solutions and constantly striving for improvement. Magellan steps in as an expert, providing services and creating a customized value proposition for each client. Magellan steps in as an expert, providing services and creating a customized value proposition for each client.

Net Promoter Score 52

Net Promoter Score Measurement Metrics Innovation 52

BirdEye

MAY 4, 2023

Home professionals represented on Houzz with positive customer reviews tend to have more credibility with potential customers. Moreover, developing a strategy to tap into the lead-generating power Houzz has to offer can boost your business in a big way. Tips to get more Houzz reviews Is Houzz a legit service?

Social Media 96

Social Media 2009 Magazine Feedback 96

Interactions

MARCH 16, 2023

As technology advances, so too does customer experience (CX). Need for the Human Element It’s generally understood that human agents comprise a critical component of the CX matrix, as interactions with people often shape a customer’s perception of a company.

Demo 71

Demo NPS Interaction Metrics 71

ShepHyken

NOVEMBER 9, 2022

Founder, Jeff Bezos, was an early adopter of a relentless focus on the customer experience.? . Did Bezos really believe that Amazon should be so good they didn’t need a customer service department? Did he really have an empty chair in his meetings to represent the customer? That’s truly customer-focused! .

Competitive Advantage 71

Competitive Advantage Books Customer Focused Customer Service Training 71

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 117

Multi-Channel 2023 Customer Success Omnichannel 117