ShepHyken

OCTOBER 11, 2019

This week we feature an article by Joseph Michelli who has written a new book about how Airbnb has used convenience and personalization to deliver an amazing experience. As a reader of Shep’s blog, I’ll assume you know you’re in the people business. How have leaders at Airbnb crafted a 21 st -century customer experience?

Blog 96

Blog Technology 2008 Customer Experience 96

ShepHyken

JUNE 1, 2018

This week we feature an article by Jason Grills who discusses the importance of integrating an effective customer support system and how to decide upon live chat software for your organization. – Shep Hyken. Your most unhappy customers are your greatest source of learning” – Bill Gates , Microsoft Founder. Probably not.

Blog 103

Blog Customer Satisfaction Sales Article 103

Comm100

SEPTEMBER 19, 2022

Integrating chatbots powered by AI into your business is a fantastic way to keep one step ahead of your competitors and provide superior customer service. It also improves the level of interaction between your company and its customers. Engaged customers mean greater retention, which in turn increases conversions and maximizes revenue.

Blog 61

Blog Social Media Customer Satisfaction Customer Relationship Management 61

ShepHyken

SEPTEMBER 20, 2019

Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. . A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry. Customer Success / Account Management – Outside of support, this team interacts with customers the most frequently.

B2B 108

B2B Blog B2C Sales 108

Customer Bliss

AUGUST 18, 2020

This is a guest post from Niraj Ranjan, CEO & CO-founder of Hiver – a Gmail-centric customer service solution. With over 1500 customers across 30 countries. Niraj’s focus with Hiver has been to empower companies to provide customer experiences that are more human and empathetic. . By Niraj Ranjan.

Customer Service 252

Customer Service Blog Customers Interaction 252

Lumoa

JANUARY 8, 2024

AI tools are changing the way we analyze customer feedback. This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. Think about all the customer feedback we see – tweets, reviews, comments, surveys.

Social Media 157

Social Media Feedback User Experience Insights 157

BirdEye

MAY 30, 2023

Microsoft’s State of Global Customer Service Report showed that 77% of customers view brands more favorably if they seek out and apply customer feedback. In this blog post, we’ll explore the best customer feedback tools you can use to quickly gather, manage, analyze, and action customer feedback.

2023 98

2023 Feedback Net Promoter Score Social Media 98

ShepHyken

JUNE 28, 2019

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. Gartner estimates that by 2021, 15 percent of all customer service interactions will be completely handled by AI, an increase of 400 percent from 2017. Fewer phone calls, but more complex conversations.

Contact Center 111

Contact Center Blog 2025 Banking 111

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?

Customer Service 73

Customer Service Multi-Channel Omnichannel Social Media 73

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. That perfectly describes an omnichannel customer experience platform.

Blog 80

Blog Omnichannel Social Media Retail 80

Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals.

2024 111

2024 2023 Customer Success Innovation 111

BirdEye

NOVEMBER 28, 2023

This statistic shows that your customers are looking for you online. You must monitor what your customers say about you, respond to their remarks, and use their feedback to improve. In this blog, we’ll explain how to create a fool-proof restaurant reputation management process and build a 5-star online reputation.

Management 108

Management Social Media 2007 Reference 108

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be…. Element #1: Fast. Element #3: Clear.

Blog 106

Blog Effort Score Interaction Article 106

ShepHyken

JULY 21, 2017

This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. The implementation of live chat software is an easy task to achieve. The important thing to understand is that it is only a tool. – Shep Hyken. How Good Are They at Multitasking.

Blog 92

Blog Travel Article Communication 92

ShepHyken

OCTOBER 14, 2016

This week on our Friends on Friday guest blog post my colleague, Pascal van Opzeeland, writes an informative article about the popularity of messaging apps and how they are impacting customer service. What will this mean for the way you do service – and how will it impact your customer communications? Shep Hyken.

Blog 126

Blog Customer Service Social Media Sports 126

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The best way to gain this information is through customer engagement.

Customer Engagement 103

Customer Engagement 2022 Engagement Return on Investment 103

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience.

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

CSM Magazine

MARCH 26, 2024

For developers embedded in the technical details of software creation, it’s easy to overlook the end user’s perspective. But developers are instrumental in shaping customer experiences that can make or break the success of a SaaS product. Understand Your Customer Start by stepping into the shoes of your customers.

Customer Experience 52

Customer Experience Feedback Customers Insights 52

ShepHyken

NOVEMBER 10, 2017

This week we feature an article by Sawaram Suthar writes about how live chat can simplify the customer journey. I believe that chat is an excellent self help tool. Always remember that the customer just want to be taken care of, regardless of how you go about it. – Shep Hyken.

Customer Journey 74

Customer Journey Blog Fashion E Commerce 74

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 89

Customer Satisfaction Feedback Interaction Insights 89

SurveySparrow

FEBRUARY 22, 2024

Customer retention is one of the crucial aspects of business. Since it’s plain as sky that it’s harder to acquire a new customer than to retain one, most companies go retention. Now, the next hurdle is finding the apt tool or software to help with retention. And for this, customer support and feedback tools are essential.

Customer Retention 52

Customer Retention 2024 E-support Loyalty Programs 52

Totango

NOVEMBER 16, 2023

Every customer interaction matters in today’s digital age. These touchpoints serve as critical indicators of overall customer health, enabling leaders to proactively detect risk, prevent churn, and identify opportunities for expansion and revenue growth. billion active users worldwide.

Customer Success 107

Customer Success Touchpoint Document Interaction 107

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer Retention 98

Customer Retention Customer Success Customer Relationship Management Loyalty 98

BirdEye

NOVEMBER 30, 2023

While online bookings are still popular, curated travel experiences are also gaining traction. They prefer a relaxed travel experience, focusing more on enjoyment rather than planning. Use a social media scheduling tool like Birdeye Social to post often without having to log in every day. How do you market your travel agency?

Travel 109

Travel Marketing Social Media Hotels 109

Comm100

MAY 25, 2022

Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes. Then we’ll analyze how your organization can respond to these changes and the ways in which technology can benefit your ability to serve customers.

2022 52

2022 Blog Contact Center Customer Service 52

SurveySparrow

APRIL 30, 2024

Online reviews are like a digital mirror for your business – they reflect perceptions of your brand through the eyes of your customers. Like the magic mirror in ‘Snow White’, they also have immense power, because they are the factor that will help a customer decide whether to choose you or your competitor.

2024 52

2024 Management Feedback Metrics 52

SurveySparrow

MAY 3, 2024

Customer experience is the cornerstone on which most businesses build their success. For that, you will need to clearly understand your customers and offer satisfying services at each touchpoint. Not to mention maintaining a good customer relationship. How can you do this? But what if you combine them together?

2024 52

2024 Demo Events Feedback 52

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. As one would expect, an increasing number of business organizations are now using chatbots to fuel their marketing and customer service efforts. Customers can also get instant responses to urgent queries 24/7 which contributes to a better customer experience.

Social Media 52

Social Media Blog ROI Brands 52

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing. Shep Hyken.

Blog 83

Blog Customer Service Customer Service Representative Customer Service Training 83

ShepHyken

APRIL 14, 2017

This week on our Friends on Friday guest blog post my colleague, Jaime Scott, writes about how engagement is crucial to delivering an excellent customer service experience. Jaime Scott is CEO of EvaluAgent and leads the team in delivering people-focused software and services to its growing client list.

Blog 82

Blog Contact Center Competitive Advantage Engagement 82

BirdEye

NOVEMBER 20, 2023

We’re living in an era of customer engagement, where every delighted client can become your best marketer. This strategy transforms satisfied customers into brand champions who actively refer new business. This strategy transforms satisfied customers into brand champions who actively refer new business.

E Commerce 63

E Commerce Marketing Multi-Channel E-support 63

SurveySparrow

APRIL 28, 2024

Because their voices hold the key to improving teaching techniques and providing a more enjoyable learning experience for everybody This blog will introduce you to the top 5 student feedback tools available. I shall simplify each tool so you can find the perfect fit for your classroom. Let’s go!

Feedback 52

Feedback Demo Engagement User Experience 52

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 113

Multi-Channel 2023 Customer Success Omnichannel 113

ShepHyken

JANUARY 11, 2019

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback.

Feedback 94

Feedback Blog NPS Net Promoter Score 94

Comm100

MARCH 6, 2024

The immediacy and convenience of live chat has catapulted the technology into a go-to support channel for consumers and an essential tool for businesses. Gone are the days when customers could only get slow and often frustrating support via email or phone. The advantages of live chat 1.

Customer Service Representative 90

Customer Service Representative Customer Service Communication Customer Service Strategies 90

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. Click here to read the blog.

Webinar 71

Webinar Blog Customer Success Net Promoter Score 71

Wootric

DECEMBER 21, 2018

If you missed any, here is your chance to get caught up and ready for a winning 2019: How to Choose the Best Net Promoter Score Software for your Business. These three questions will start the right conversations to choose the perfect NPS software for your company. Automatically Organize Qualitative Customer Feedback with Auto-tagging.

Net Promoter Score 56

Net Promoter Score 2018 Blog Article 56