Education Services Group

MAY 16, 2022

Working through business partners to ensure customers are receiving the experience they need in order to be successful. But maybe not by much if I can speak for those who have been working for many years in the complicated environments of multi-modal, multi-channel, and multi-layered customer engagements in the enterprise world.

Customer Engagement 52

Customer Engagement Engagement Multi-Channel Customer Success 52

Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. What is a customer experience (CX) program? of the changes you propose.

Blog 91

Blog Brands Customer Experience Net Promoter Score 91

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. CSAT surveys are critical in determining challenges that your customers are facing so that you may improve the customer experience.

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Feedback Blog Customer Experience Contact Center 98

ShepHyken

OCTOBER 11, 2019

As a reader of Shep’s blog, I’ll assume you know you’re in the people business. In fact, you probably spend time trying to inspire people (yourself and team members) to serve and create loyalty-building experiences for other people (customers). How have leaders at Airbnb crafted a 21 st -century customer experience?

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Blog Technology 2008 Customer Experience 99

ShepHyken

SEPTEMBER 6, 2019

This week we feature an article by Christina Lutrell about understanding the shifting consumer experience while maintaining your customer’s trust. From a business perspective, mobile gives potential and existing customers the ability to onboard and transact wherever, whenever. Security and Identity Protection Expectations.

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Consumers Blog Loyalty Document 96

Brad Cleveland Blog

AUGUST 25, 2022

Service level can take a big hit in the morning, but if you have staff handling every … Continue reading → The post Service Level from the Perspective of Customers appeared first on Brad Cleveland. Daily service level reports often conceal important information.

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Customers Information Contact Center Call Center 26

Blueshift

JANUARY 18, 2024

Customer data plays a pivotal role, yet it often remains inaccessible to marketers. When harnessed by savvy marketers, this goldmine of data becomes the driving force behind personalized, engaging customer experiences. This blog post will delve into 7 key takeaways from the insightful discussions:

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ROI Webinar Blog Insights 106

InMoment XI

AUGUST 2, 2023

In our latest report, State of Customer Experience: 2023 UK Consumer Study in partnership with NPSx by Bain & Company, we uncovered the differences between industries and brands and how each brand represents certain values. Start by delving deep into your customers’ perspectives, their pain points, and their expectations.

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NPS Customer Centricity Culture Automotive 260

ShepHyken

AUGUST 30, 2019

This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle. While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value.

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Blog Loyalty Programs Loyalty Lifetime Customer 107

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. Feedback from customers and opinions of management can all be skewed due to a limited perspective.

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Culture Blog Workshop Communication 86

Natalie Petouhof

AUGUST 31, 2022

In this episode, Natalie spoke about the need for empathy today and the shift we need to make from focusing on company-centric business strategies to creating employee and customer-centric experiences. She also discussed the importance of customer feedback and how Amazon has used it to thrive.

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Magazine Entertainment Consulting Customer Centricity 52

LiveChat

MAY 22, 2015

Perspective-taking is our capacity to see the world from the view of the other person. It is our key skill, which helps us create successful relationships with our customers. The other day, I saw a tweet from Jason Fried, the founder and CEO of Basecamp, saying: Working customer support today.

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E-support 2015 Customers Blog 70

ShepHyken

FEBRUARY 23, 2018

This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. Be Empathetic: Make it your goal to see the situation from the other person’s perspective.

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Customer Satisfaction Blog Exceptional Customer Service Employee Experience 92

ShepHyken

OCTOBER 19, 2018

For example, algorithms are able to digest complex customer data and provide relevant content to individuals at the right time. AI-driven chatbots are being deployed more and more within customer support functions, but web personalization extends beyond just automated bots. So, how is AI changing customer experience?

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Blog E Commerce Customer Service E-support 111

Brad Cleveland Blog

OCTOBER 14, 2021

They take steps to put themselves in their customers’ shoes. They want to deeply understand the business—its products, employees, and competitors—and experience it as their customers do. Learn as much as you … The post 7 Ways to See Your Business from Your Customers’ Perspective first appeared on Brad Cleveland.

Customers 32

Customers Contact Center Call Center Customer Relationships 32

ShepHyken

FEBRUARY 15, 2019

From stock management to sales reports, customer loyalty, and much more, a POS system streamlines your efficiency in ways that pen and paper just can’t. Look for these POS features that can help at the register: Purchase history : Have you received new stock that a returning customer has bought before? It helps them manage stock.

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Blog E-support Retail Sales 91

Guavus

JULY 8, 2019

A recent survey by McKinsey & Company of 46 telco CTOs around the globe indicated that the second highest priority, after leadership in the local market, for the rollout of 5G is improved customer experience. Most CSPs have made some attempts to measure customer experience.

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Net Promoter Score Customer Care Customers Measurement 45

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.

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Blog Customer Service Customer Service Representative Customer Service Training 83

ShepHyken

NOVEMBER 4, 2016

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. The millennial consumer must be understood in order to deliver an Amazing customer service experience. nurture bonds with customers.

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Blog Social Media Mobile Customer Service Innovation 127

ShepHyken

AUGUST 16, 2019

Communicating clearly and effectively is key when working with customers. Clarity will help your team minimize confusion and assist customers fast and more successfully. Also, talk about how you tried to see the game from someone else’s perspective to help you get more cards. for in-person customer service. Crazy Comic.

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Communication Blog Books Article 90

ShepHyken

JULY 8, 2016

This week on our Friends on Friday guest blog post my colleague, Mike Schoultz shares a few customer experience stories that demonstrate how companies have handled customer experiences, some well and some not so well. It is so important for employees to feel that they can make good customer focused decisions in every situation.

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Blog Customer Experience Hotels Social Media 75

Brad Cleveland Blog

OCTOBER 14, 2021

They take steps to put themselves in their customers’ shoes. They want to deeply understand the business—its products, employees, and competitors—and experience it as their customers … Continue reading → The post 7 Ways to See Your Business from Your Customers’ Perspective appeared first on Brad Cleveland.

Customers 26

Customers Contact Center Call Center Customer Relationships 26

Clicktools

MAY 12, 2017

The purpose of the training (which included everyone from sales and marketing to customer success and support) was to underscore the power of positive CX, the importance of building trust in customer relationships, and the resulting ROI of doing so. ” Do customers see your business as you see it? .”

Customer Service Representative 45

Customer Service Representative Consumers ROI Definition 45

ShepHyken

SEPTEMBER 7, 2018

This week we feature an article by Michelle Nickolaisen about customer review programs. Accept that you may be reviewed by the customer. Because your team holds the keys to customer relationships, you do have a unique opportunity to enable marketing and sales. A review program. A review program. This is a problem for vendors.

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Blog Demo 2018 Reference 83

customer sure

NOVEMBER 11, 2014

In the last few weeks you might have noticed that we’ve changed course on our blog strategy. People whose businesses are thriving on great customer service. So far we’ve uncovered fantastic advice from two companies dedicated to delivering outstanding customer service. Our initial blogging strategy.

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Blog Download Feedback Metrics 91

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.

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Social Media Blog ROI Brands 53

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. Check out our thoughts on customer focus. We often get questions and comments on delivering great customer service and experiences. Not my error.

Customer Service 97

Customer Service Blog Customers Workshop 97

ShepHyken

DECEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague, Erich Lawson, writes about the importance of being an eco-friendly business and how it can encourage loyalty among consumers. This is a great example of finding out what is important to your customer and making it a priority. Shep Hyken.

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Blog Loyalty 2011 2013 86

ShepHyken

MAY 25, 2018

This week we feature an article by Matt Nolan who shares five keys to building more compelling, sustainable customer relationships. Customer retention used to be considered just a “service problem.” Service has become an always-on, everywhere requirement – in the customer’s eyes, great experiences have to be connected and fluid.

Customer Relationships 74

Customer Relationships Blog Call Center Presentation 74

BlueOcean

DECEMBER 21, 2020

In our world of customer care, empathy has always been the cornerstone, the key to happy customers and happy clients. Impacted by the pandemic, unemployment, health issues, wildfires, lockdowns, and endless other challenges, customers needed a point of human connection more than ever before. Shep Hyken. Bozoma Saint John.

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2021 Workshop 2020 Definition 156

ijgolding

FEBRUARY 12, 2018

As many of my followers are aware, one of the highlights of my year is having the honour of participating as a judge at the UK Customer Experience Awards. She has influenced many in her career to date and I am delighted to be able to share her thoughts on my blog so she can inspire many others.

Customer Experience 52

Customer Experience Advertising Competitive Advantage Customer Experience Professionals 52

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Reporting Your customer care program may accumulate more data than any other part of your organization. Hourly staff?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

Experience Investigators by 360Connext

OCTOBER 22, 2014

Touchpoints within the customer journey help define a lot of moments, both good and not-so-good. Customer touchpoints in general are not often understood or appreciated from the customer’s perspective. Most organizations, when defining their customer touchpoints, list things like: Billboards. Direct Mail.

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Touchpoint Customer Journey Mapping Social Media Customer Journey 302

ShepHyken

MARCH 15, 2019

This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. When you think about how to provide excellent customer service, chances are facilities management might not be the first thing that comes to mind.

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Blog Customer Service Management Retail 77

Chadwick Martin Bailey

DECEMBER 30, 2015

We run this blog a little differently than other corporate blogs. This means you get a variety of perspectives, experiences, and opinions on all aspects of market research, analytics, and strategy consulting from insights professionals doing some pretty cool work. Heidi Hitchen did just that in her blog post this year.

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Blog 2015 2016 Consumers 52

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. Unfortunately, the customer may always think he is right, but in reality, that just isn’t the case.

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Blog Customer Service Communication Customers 0

Daniel Group

JANUARY 25, 2024

Are You Using Humor in CX to Increase your Customer Loyalty? Want to make your customer experiences memorable at your company? Humor builds connections and relationships with your customers by bringing a smile to their faces each time they interact with your business. But humor in Customer Experience must be used with caution.

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Loyalty 2024 Workshop Culture 52