CX Accelerator

OCTOBER 28, 2020

Track 1 - “Fix you” by Coldplay Not great with song lyrics, I settled on Fix You by Coldplay. I promise you I will learn from all my mistakes. And I will try to fix you. Furthermore, we will hear plenty of negativity when listening to the voice of the customer. I know you got mountains to climb.

Definition 182

Definition Culture Customer Centricity Blog 182

ShepHyken

JANUARY 12, 2018

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. This is a great list and one you should pay attention too. – Shep Hyken. And getting talked about in this light is a great thing, right? No question.

Customer Service 95

Customer Service Blog Customers Workshop 95

BirdEye

MARCH 17, 2023

Social listening is an essential tool for businesses looking to stay ahead of the competition and gain a better understanding of their customers and prospects. The insights gained from social listening can be invaluable when it comes to making strategic business decisions. Table of contents What is social listening?

Social Media 98

Social Media Feedback Insights Brands 98

ShepHyken

OCTOBER 25, 2019

Now more than ever companies are opening more and larger contact centers and with them all focusing on CX that means more competition for you. Now more than ever companies are opening more and larger contact centers and with them all focusing on CX that means more competition for you. Who you hire, then how you lead them.

Call Center 76

Call Center Leadership Blog Contact Center 76

Brandwatch CX

JANUARY 29, 2024

If you get it right, social media lead generation is a viable and valuable strategy. Don’t let anyone else tell you different. Are you going to set up paid ads? These are good place to start building out your plan. You’ll also want to look at building your audience. Just be careful how you do it.

Social Media 98

Social Media Brands Blog Entertainment 98

ShepHyken

JANUARY 11, 2019

But not all feedback is customer complaints. Did you know that it can be anywhere from five to 25 times more expensive to acquire new customers than to retain existing ones? At Thematic, we’ve looked at churn data across all NPS scores and found that churn is present across all responses.

Feedback 95

Feedback Blog NPS Net Promoter Score 95

BirdEye

AUGUST 29, 2023

You can grow, scale, and develop your business if you understand your customers’ feelings about you. Great products, the best marketing campaigns, and the costliest ads are all playing second fiddle to the power of customer satisfaction. Happy customers build successful businesses. Watch the Free Demo Now.

Customer Satisfaction 98

Customer Satisfaction Social Media Omnichannel Net Promoter Score 98

Totango

NOVEMBER 27, 2023

Check out four highlights from the conversation, and listen to the podcast for more tips on how you can leverage digital CS to drive value to your customers and scale your business. Health scoring: Don’t set it and forget it Customer health scoring is the foundation of a good digital CS program.

Customer Success 105

Customer Success Touchpoint Customers Insights 105

Daniel Group

NOVEMBER 20, 2023

B2B Industry Culture: What Should You Do for Business Success? In this blog, I explore B2B industry culture and offer suggestions to improve it. After all, what can you do about it? Culture is not about creating a great place to work. Culture is about creating a place where great work happens. Free coffee.

Culture 52

Culture B2B 2005 Definition 52

ClientSuccess

JANUARY 16, 2023

Listening Vectors by Vecteezy. Providing exceptional customer success begins with listening to your customers. As a customer service leader, it’s up to you to ensure that their valuable feedback is not only collected but acted upon. Make Listening a Priority. or “How would you rate our product/service?”

Social Media 64

Social Media Customer Success Feedback Demo 64

BirdEye

JANUARY 19, 2023

Social listening and social monitoring are often used interchangeably, but there are some big differences between the two. In this blog post, we’ll explore the key differences between social listening vs social monitoring so that you can make informed decisions when it comes to your business’s digital presence.

Social Media 98

Social Media Brands Information Feedback 98

ShepHyken

JANUARY 5, 2018

I like the idea of the convenience of texting but as Ford points out, you must have a strategy in place for your team to answer texts correctly. Customer service agents need to have customer data available at their fingertips, and this includes support history and other customer preferences you may have in your database.

Blog 81

Blog Customer Service Poor Customer Service Multi-Channel 81

Beyond Philosophy

MARCH 21, 2024

Listen to the podcast: Sometimes, things go wrong despite your best efforts. First, reframing how you look at a customer complaint is essential. The customer is volunteering their time and energy to inform you of a potential problem in your experience. This situation happens everywhere. Rule #1: Have a plan and process.

Telecommunications 78

Telecommunications Customer Relationships Communication Workshop 78

ReviewTrackers

JULY 12, 2018

You may have even read about it on our blog, and followed the steps to building a strong employer brand. If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point. You’ve probably heard of employer branding. But What is Employee Branding?

Brands 175

Brands Social Media Competitive Advantage Communication 175

Kustomer

APRIL 21, 2022

Listen and subscribe to our podcast: Have you ever considered the importance of turning customers into forever fans, a.k.a Think about it, if you try a product and love it, you’re more likely to recommend it to your friends and family, right? brand ambassadors? Tune in to the full episode to learn more!

Social Media 98

Social Media Brands Loyalty Marketing 98

ShepHyken

DECEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, writes about one of the most important parts of the customer relationship, authenticity. Being authentic is required by all of us in order to deliver an Amazing customer experience. You’re doing all the right things. Automation has its place.

Blog 79

Blog Customer Service Measurement Customer Satisfaction 79

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Listen to your Customers – It’s Worth the Effort.

ROI 143

ROI Books Customers Definition 143

Steve DiGioia

MAY 17, 2021

But it’s difficult remembering all the different steps to take to provide it. “Your job is to understand all of your customers’ needs—some of which they may not even realize they have,” one training manual says. “You were never trying to close a sale. S atisfy – Make it right.

Customer Service 136

Customer Service E-support Customers Sales 136

ReviewTrackers

AUGUST 24, 2020

It’s no longer just about product, or pricing, or promotions, or place. It’s no longer just about product, or pricing, or promotions, or place. The customer experience isn’t just about the way you develop your products and deliver your services; it’s also about the way you treat your customers. Penney Stores.

Customer Experience 124

Customer Experience Multi-Channel Social Media Touchpoint 124

Beyond Philosophy

MAY 2, 2024

Listen to the podcast: One of our podcast listeners stumped me a bit with a recent question. Since I figured some of you might have the same question, I also wanted to share that discussion in the newsletter. Since I figured some of you might have the same question, I also wanted to share that discussion in the newsletter.

Loyalty 78

Loyalty Sports Travel Financial 78

BirdEye

SEPTEMBER 12, 2023

You can no longer afford not to have a social media strategy for your business. So, businesses must bring their A-game to see any return on their efforts at all. So, businesses must bring their A-game to see any return on their efforts at all. When you start out, you can adopt similar strategies and then build upon them.

Social Media 104

Social Media Measurement Brands Leadership 104

Uniphore

JUNE 22, 2021

You listen to your customers on social media. Do you listen to your customer service employees? We did…You’d be amazed at what we found, or will you? Nobody was listening when these call center agents were ranting about their everyday challenges. Well, at least, we tried.

Call Center 87

Call Center Contact Center Social Media 2021 87

Lumoa

JANUARY 24, 2024

Have you ever traveled to a country where you didn’t speak the language? If you have, you must know how exhausting it can be to get help with the simplest of requests. CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

SurveySensum

FEBRUARY 29, 2024

And you know what engagement is tied to? Happy employees are more likely to give their all at work. And we all know that it is more costly to hire someone new than to retain the previous one. Sounds exactly like a recipe for a miracle, right? But the sad part is, that only 23% of employees feel truly engaged at work.

Culture 52

Culture Customer Satisfaction Loyalty Reference 52

Beyond Philosophy

JULY 7, 2022

One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving. We had a pickle about the future of brick-and-mortar after the pandemic that I thought I would share with you, too. The Future of Brick and Mortar.

Retail 160

Retail Online Experience Interaction Technology 160

Kustomer

NOVEMBER 2, 2022

where to shop, it should make us all ask the question: what exactly is it that customers are expecting from their customer service experience? where to shop, it should make us all ask the question: what exactly is it that customers are expecting from their customer service experience? What Are Today’s Top Customer Service Expectations?

Customer Service 98

Customer Service Omnichannel Social Media Customer Expectations 98

Beyond Philosophy

MAY 7, 2021

I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business. However, that concept might not influence the effect that you need to prioritize in your experience.

Customer Experience 177

Customer Experience Consulting Hotels Customers 177

Lumoa

FEBRUARY 14, 2024

Reviewing your existing CX strategy is a good place to start. Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

ReviewTrackers

JUNE 22, 2020

You may have even read about it on our blog, and followed the steps to building a strong employer brand. If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point. You’ve probably heard of employer branding. But What is Employee Branding?

Brands 114

Brands Social Media Competitive Advantage Communication 114

Optimove

JANUARY 26, 2023

This strategy, which Gartner described as reframing your retention strategy around your customer places the customer at the heart of marketing and focuses on listening to them, understanding their needs and preferences, and allowing them to pave their marketing journey. Well, we’re glad you asked. Consumers can be irrational.

Consumers 105

Consumers Loyalty Brands Retail 105

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. To that end, here are seven essential questions you should ask yourself about your organization to determine how customer-centric your company is: How Customer-Centric is Your Organization? Is it in there at all?

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

BirdEye

SEPTEMBER 15, 2023

Anything you can do to bring efficiency and agility to this function, you must embrace it, and that begins with using AI in sales processes. This blog post explores the top 12 ways businesses can leverage AI for their sales functions in 2023. Using AI in sales operations means you can supercharge your team’s productivity.

Sales 109

Sales 2023 Demo Social Media 109

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Every company has a culture, and it isn’t something you can directly build. It develops organically in response to the decisions, behaviors, and policies of the people in the business.

Culture 139

Culture Customer Service Customer Centricity Chief Customer Officer 139

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. Clearly, NPS occupies a special place in customer experience stardom, sitting atop the throne with its crown of glory firmly affixed. Does it spell doom for your business? Well, not so fast.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

Beyond Philosophy

MAY 9, 2019

When you ask people what is important, they will give you obvious, easy-to-justify things, but these aren’t the real reasons they buy—or don’t. Sometimes when they don’t buy, it is because their brain interprets a problem, and it doesn’t “feel right.”. You can then articulate the problem.

Net Promoter Score 151

Net Promoter Score Hospitality Consulting Retail 151

BirdEye

FEBRUARY 28, 2023

This blog post will explore the benefits of hiring a social media professional. We’ll also share some tips on how to hire the right candidate. Having a social media presence is crucial for success in today’s market. Table of contents What is a social media manager? What does a social media manager do?

Social Media 98

Social Media Management Engagement Brands 98

BirdEye

FEBRUARY 21, 2023

Social media is also a powerful marketing tool used by businesses of all sizes. In this comprehensive guide, we’ll walk you through everything you need to know about social media management for local businesses. Social media has completely changed the way we communicate and connect with one another over the past two decades.

Social Media 98

Social Media Management Multi-Channel ROI 98