Customer Bliss

NOVEMBER 18, 2020

Bell , the best selling author of the 9 1/2 Principles of Innovative Service and many other customer service books. Chip has just released his latest book, Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions.

Magazine 288

Magazine Metrics Customer Centricity Books 288

CX Accelerator

MAY 25, 2022

Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs. Before a customer can reach out to get support, there needs to be communication channels in place. You may use some or all of them.

2005 316

2005 2012 Social Media Contact Center 316

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

GetFeedback

SEPTEMBER 18, 2019

Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . Gartner published a comprehensive article highlighting the key reasons why an effortless experience is the best approach for businesses. .

Loyalty 257

Loyalty Touchpoint Books Metrics 257

ShepHyken

FEBRUARY 3, 2017

This week on our Friends on Friday guest blog post my colleague, Chip Bell, shares his concept of kaleidoscope service with some great examples. Kaleidoscope service, I like it! Innovative service has the same emotional influence and poignant hold on customers. Kaleidoscope service at its finest! Shep Hyken.

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Blog Hotels Innovation Books 69

ShepHyken

JANUARY 25, 2019

Marlene Caroselli shares a rhyme that will help you to communicate with customers and provide customer satisfaction. – Shep Hyken. Especially when an angry customer is calling your office, it’s important to have a verbal safety net that will rescue you should the metaphorical tight rope become difficult to navigate.

Customer Satisfaction 116

Customer Satisfaction Blog Books Customer Service Representative 116

Customer Bliss

AUGUST 8, 2019

So if you’re heading on vacation soon or relaxing as business slows down a bit, here are a few book suggestions for you to uplevel your own CX skills and that of your team. The following books should be in your arsenal for customer experience transformation. The Power of Moments by Chip and Dan Heath.

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Books Chief Customer Officer Hotels Customer Experience 143

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.

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Books Customer Experience Chief Customer Officer Customer Experience Management 94

ShepHyken

MARCH 16, 2018

This week we feature an article by Marlene Caroseli who shares some great activities and questions to help customer service representatives improve their service and make the customers experience better. – Shep Hyken. Chip Bell is known for helping organizations create a customer-centric culture.

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Blog Customer Service Representative Books Customer Centricity 76

ShepHyken

OCTOBER 6, 2017

This week we feature an article by Pascal van Opzeeland that discusses how to handle difficult customers. Most of the time we encounter tricky service situations, we want to resolve them and restore the customer’s confidence in doing business with us. – Shep Hyken. I’m not just talking about the occasional angry customer.

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Blog Hospitality Presentation Article 127

BirdEye

NOVEMBER 9, 2022

Appointment scheduling services can help your business run more smoothly and handle everything from online bookings to reminder texts. In this blog, we’ll explore some of the ways that appointment scheduling services can make your life easier. Table of contents What are appointment scheduling services?

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Books Social Media Insurance Demo 98

BirdEye

NOVEMBER 30, 2023

While online bookings are still popular, curated travel experiences are also gaining traction. Therefore, the role of travel agencies has become more critical than ever as they craft these personalized and hassle-free travel experiences for their customers. Travelers are increasingly seeking off-beat destinations with guided tours.

Travel 109

Travel Marketing Social Media Hotels 109

Fox Metrics

AUGUST 14, 2020

Most businesses are leveraging data analytics to get insight into who their customers are, what they do, what they want, and how to reach them. times more likely to retain their customers, and 19 times more likely to achieve above-average profitability. FoxMetrics Blog 5. Moz Blog – Analytics 10. Best Web Analytics 2.0

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Blog Social Media Retail Insights 93

ShepHyken

FEBRUARY 2, 2018

This week we feature an article by Misa Chien who shares great lessons we can learn from the Southwest Airlines customer culture. This also reminds us that customer service doesn’t just happen on the front line. But would customer service ever make the highlight reel of such an event?

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Blog Customer Service Airlines Culture 85

Bill Quiseng

MARCH 1, 2021

“You will be the same person in five years as you are today except for the people you meet and the books you read.” Having had a long career in hospitality, I especially learned from Dr. Michelli’s The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton.

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Books Leadership Hospitality Consulting 148

BirdEye

MAY 22, 2023

In this blog post, we highlight the best scheduling apps that are perfect for appointment setting, are user-friendly, and offer multiple software integrations. What makes a great appointment or booking app? A scheduling app lets clients check your business’s availability and independently book appointments.

Books 98

Books Social Media Insurance Healthcare 98

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. Totango’s high score from G2 users not only underscores our efficient implementation but also sets a best-in-class benchmark for other software in the customer success category.

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2024 Customer Centricity User Experience 2023 108

ShepHyken

AUGUST 31, 2018

This week we feature an article by Yura Filimonov who shares some of the many ways we can use AI to provide customer support. – Shep Hyken. However, there are enough examples that prove that companies can analyze the data to categorize it, find patterns and provide personalized recommendations to their customers. Self-service.

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Blog Social Media Insurance Contact Center 74

Customer Bliss

MARCH 5, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Make-Mom-Proud companies strive for innovations starting with the emotions customers are having.

Innovation 221

Innovation Loyalty Chief Customer Officer Hospitality 221

Experience Investigators by 360Connext

APRIL 7, 2015

And then that time you fly home with your family…only to be mistreated so incredibly that writing this blog seems like the only recourse I have. We booked a flight to Puerto Vallerta, Mexico in October. We booked our flight through US Airways , but all our flights were operated by American Airlines. Thanks, AA!

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Airlines Customer Experience Travel Books 307

PeopleMetrics

APRIL 30, 2021

What does world-class customer experience look like? In this session, we reveal 5 CX secrets behind the world's best brands and provide real-world examples of how these beloved companies attract, retain and delight loyal customers by taking extra care behind-the-scenes to deliver exceptional customer experiences.

Customer Experience 133

Customer Experience CEM Download Books 133

Customer Bliss

DECEMBER 1, 2016

I know most of you have already started 2017 strategy planning (or finished it), but I wanted to put together a bunch of customer experience improvement program assets in one place. Customer experience improvement program: The basics. This summer, we actually did a blog post on how to put the recipe cards into action too.

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2017 Customer Experience 2016 Books 183

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. MYTH – Great customer service starts with understanding the customer is always right. MYTH – Great customer service is about being quick to resolve problems.

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Blog Customer Service Communication Customers 0

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. As a business owner, “better” is always on the horizon, and you are responsible for finding the best vehicle to reach it.

Culture 86

Culture Blog Workshop Communication 86

PeopleMetrics

APRIL 15, 2021

Voice of Customer (VoC) programs use two types of surveys to gather customer feedback: relationship surveys and transactional surveys. A relationship survey is used to gauge the strength of the overall relationship with a customer, and a transactional survey is used to understand how the latest interactions with customers are going.

Net Promoter Score 118

Net Promoter Score Download Voice of Customer Books 118

BirdEye

FEBRUARY 13, 2024

By harnessing online platforms to share the advantages of chiropractic services, practitioners can greatly improve their visibility and accessibility, bridging the gap in public awareness effectively. For example, its AI-powered tool, BirdAI , can manage customer feedback and reviews without you having to spend extra time on it.

Marketing 58

Marketing Social Media Healthcare Multi-Channel 58

BirdEye

NOVEMBER 7, 2022

You don’t want to spend hours on the phone scheduling and confirming appointments – and you don’t want to have to rely on your memory to keep track of all your bookings. With an appointment scheduling calendar, you can see your entire schedule at a glance, easily book appointments, and send reminders to your clients.

Books 98

Books Events Presentation Demo 98

ShepHyken

JANUARY 26, 2018

Pay attention to what customers are saying. Take advantage of what you are seeing and hearing and then use what you’ve learned to surprise your customers with amazing and exceptional customer service. – Shep Hyken. And then have been times when I enjoyed superb service from frontline staff. and well served.

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Blog Leadership Consulting Exceptional Customer Service 83

PeopleMetrics

OCTOBER 19, 2021

With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. Discover our award-winning Customer Experience (C X) blog: [link]. In this PeopleMetrics LIVE! Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

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Feedback CEM E-support Download 118

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Do follow these experts to learn from the best in business! Adam Ramshaw Follow @Genroe.

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Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

PeopleMetrics

JUNE 28, 2021

A Voice of the Customer (VoC) program driven by thoughtful and thorough strategic planning will not only help you achieve your customer experience objectives -- it has the power to positively transform your business time and time again. Discover our award-winning Customer Experience (CX) blog: [link]. sessions: [link].

Customer Experience 77

Customer Experience CEM Customer Centricity Download 77

Steve DiGioia

JUNE 26, 2023

We have studied ways to best serve our customers ad nauseam. We use numerous metrics to gauge customer sentiments. We sit through seminar after seminar to learn the latest tactics to enhance the customer experience and spend thousands of dollars on certification courses signaling to our peers our “expertise”.

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Seminar Customer Centricity Culture Metrics 78

ShepHyken

APRIL 18, 2022

Each week I read many customer service and customer experience articles from various resources. Tracking Customer Experience? The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number. (The This is the ‘customer experience gap.’

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Article 2022 Customer Service Retail 70

Beyond Philosophy

APRIL 11, 2024

Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. So, what does a job to be done have to do with customers?

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Books Customers Insights Marketing 78

Customers That Stick

NOVEMBER 3, 2014

“First, do the customer no harm.”. One of the interesting things about writing a book are the things you leave out. The 3-point checklist below will help customer experience leaders analyze the hassle factor their customers are experiencing: Does the process require more effort or steps than it should?

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Books Blog Customers Customer Service 161

Beyond Philosophy

MAY 2, 2024

Sonia Montella asked for a detailed explanation of customer loyalty and why we need it. I decided that such a good question deserved a good answer or, at least, the best possible answer I had. Many people think that customers who buy over and over are loyal. For example, I have been a cable company customer for 20 years.

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Loyalty Sports Travel Financial 78

Comm100

FEBRUARY 12, 2023

With cost-effective automation from chatbots, schools are improving access to services and providing students with faster and more satisfactory support. In this blog, we’ve taken 5 of the top use cases for universities using chatbots from our SlideShare, Top 10 Use Cases for Chatbots in Higher Education.

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Books Download Social Media Financial 69