Comm100

JUNE 15, 2022

Customer experience programs are usually many-faceted, especially for larger organizations, with meticulous planning to ensure every aspect of your operations receives enough attention. However, it is always vital that you stick to your goals, use the available data, and implement the necessary changes to benefit your customers.

Blog 86

Blog Brands Customer Experience Net Promoter Score 86

Fox Metrics

AUGUST 14, 2020

Big data has become a valuable part of the business. 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. In fact, a study by McKinsey & Company found that businesses using data analytics are 7.4 FoxMetrics Blog 5. MeasuringU 7.

Blog 93

Blog Social Media Retail Insights 93

ShepHyken

SEPTEMBER 6, 2019

With an increasing number of high visibility data breaches every year and mobile playing a more prominent role in everyday transactions, consumers are not only becoming more aware and involved in protecting their identities but also demanding more secure, easy and seamless transactions.

Consumers 94

Consumers Blog Loyalty Document 94

ShepHyken

NOVEMBER 9, 2018

It’s no surprise then that when organizations begin to contemplate their future success and the resources required to support it, uncertainty can set in when deciding how to manage their growing infrastructures while maximizing their overall business productivity. Order Management and Data Entry. Customer Service.

Blog 95

Blog E Commerce E-support Article 95

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. Learn why an operations role is the key to scaling Customer Success, what this role looks like within a mature organization, and when you should hire for it. It’s not a question of “if” but “when” Customer Success becomes the top performing department in SaaS organizations.

2020 98

2020 Blog 2021 Chief Customer Officer 98

ShepHyken

NOVEMBER 16, 2018

Data innovation progressions fuel the network that unites the world as one major network, from the advanced mobile phones to super-quick information. Organizations need to meet consumers where they are and fulfill their refined needs. LinkedIn even brought down its age breaking point to 13 years to gain on the technology adoption rate.

Consumers 96

Consumers Technology Blog Chief Customer Officer 96

BlueOcean

APRIL 24, 2024

Here are just a few questions to get started. Does your organization have formal environmental policies and practices? It’s important to recognize that composing and implementing ESG standards within any organization is a complex process, requiring tremendous resources and investments.

Contact Center 177

Contact Center Government Measurement Document 177

Call Experts

DECEMBER 29, 2021

At Call Experts, we are dedicated to providing supportive content every week through our contact center blogs. Because contact center blogs can be an essential tool for understanding services from a company and what it might be like as their customer. . Well, click here to hop on the blog and keep reading!

Contact Center 52

Contact Center 2021 Blog Call Center 52

ShepHyken

AUGUST 30, 2019

By producing valuable content and distributing it through channels like your blog, email, social media accounts, and even SMS, you’ll start to build engagement with your customers. In order to make the right decisions, you’ll also need proper customer data management. appeared first on Shep Hyken.

Blog 105

Blog Loyalty Programs Loyalty Lifetime Customer 105

ShepHyken

JUNE 28, 2019

Dimension Data research says that 56 percent of businesses expect transactions via telephone to fall over the next two years. But there remains an emotional intelligence divide between robots and humans as there is yet to be an AI able to effectively quantify human feelings and moods into unique data points or profiles.

Contact Center 111

Contact Center Blog 2025 Banking 111

ShepHyken

SEPTEMBER 28, 2018

Without a workforce that is highly engaged with their work, organizations have little hope for retaining talent, delivering on necessary outcomes or sustainably growing the business. Engagement often lacks in an organization when employees feel stagnant, either in the tasks they perform each day or their path toward professional development.

Blog 107

Blog Engagement Technology Feedback 107

ShepHyken

APRIL 12, 2019

For many organizations, seasonal staff are vital to operations. Light bulbs need changing, trucks need unloading, data needs inputting, bathrooms need cleaning, and customers may need help in a cold parking lot. Some common methods organizations use to maintain a satisfied workforce may be difficult to implement for seasonal employees.

Blog 108

Blog Customer Service Tourism Retail 108

ShepHyken

AUGUST 25, 2017

They use data from what the customer is saying to personalize the interaction. Because they can mine significant amounts of data in moments, chatbots can be very powerful. If your organization is struggling to provide quality service due to your policies, product, or service, putting a chatbot in place cannot resolve the problem.

Blog 147

Blog Customer Service Poor Customer Service Consumers 147

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. Standardized web services and APIs for federating silos of data and connecting applications ease integration.

Blog 80

Blog Omnichannel Social Media Retail 80

Customer Enthusiast

MARCH 29, 2024

Today’s blog post is a part of a series that I will be sharing over the next couple of weeks related to what I learned at the Agilysys Inspire User Conference in Las Vegas, March 18-20, 2024. I learned to digitize to personalize.

2024 62

2024 Blog Information Hospitality 62

ShepHyken

DECEMBER 29, 2017

It highlights some important statistics that indicate how important excellent customer service is, details how to strategize a customer service policy within your organization, and it focuses on some expert advice on the area. The post Guest Blog: Customer Service in Retail – Infographic appeared first on Shep Hyken.

Retail 89

Retail Blog Customer Service Fashion 89

ShepHyken

FEBRUARY 8, 2019

The strategy or plan that garners more CSATs will be the one that your organization will use moving forward. however, collecting data is not enough. The post Guest Blog: Improving Customer Experience Using Employee Feedback Data appeared first on Shep Hyken. You must collect, verify, analyze, plan and act.

Feedback 95

Feedback Blog Customer Experience Contact Center 95

Comm100

MAY 25, 2022

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. In addition to leveraging machines for directing calls, you can also utilize technology to analyze data and insights you gather from incoming customer requests.

2022 52

2022 Blog Contact Center Customer Service 52

ShepHyken

NOVEMBER 30, 2018

If the ambition is too broad, the organization will struggle to determine the first step – and ultimately refrain from taking any action. If the vision is too aggressive, the organization will struggle to achieve results in the short-term – and lose faith in the endeavor. Unfortunately, idealism too often becomes the enemy of action.

Blog 95

Blog Omnichannel Average Handle Time Contact Center 95

ShepHyken

DECEMBER 13, 2019

Always ask to do a test with your own data, for instance, in real life you may not always have data that is of good integrity, how will the platform fare then? Also in regards to textual data, test in several languages, not just English. Has this vendor worked with organizations of your size? Onboarding lead time .

Blog 101

Blog Demo Competitive Advantage Insurance 101

Cyara

FEBRUARY 22, 2024

Per the question in the title of this blog post, let’s examine the phrase, break down the meaning, and then explore how “Last Mile Assurance” is relevant to and important in the context of contact centers and customer experience. To begin, let’s think literally, taking the words at face value.

Contact Center 76

Contact Center Customer Satisfaction Loyalty Interaction 76

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it. Your time to value is shorter and you will get insights from your data typically within one month from the contract start.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

ShepHyken

NOVEMBER 2, 2017

This week we feature an article by Gemma Baker that shares three areas that your organization should examine during your regular competitor analysis. Here are three areas that your organization should review during your regular competitor analysis: Mystery Shopping. Or that too many customers are dissatisfied with your service?

Blog 76

Blog Customer Service Social Media Advertising 76

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. 5,000 experiential branding organization whose clients include Samsung, Time Warner, Netflix, and Sony. As one would expect, an increasing number of business organizations are now using chatbots to fuel their marketing and customer service efforts.

Social Media 52

Social Media Blog ROI Brands 52

ShepHyken

JANUARY 4, 2019

Customer service is one of the primary drivers of growth in many organizations. For instance, a Dimension Data report found that nearly 84% of organizations that worked towards improving customer experience saw a corresponding increase in revenue. – Shep Hyken. He is the author of How We Did It.

Customer Service Training 79

Customer Service Training Blog Customer Service Article 79

ShepHyken

JUNE 30, 2017

Let us have a quick look at the top technology trends of 2017 that will disrupt the customer experience benchmarks: Artificial Intelligence : Truly, Artificial Intelligence has made organizations capable of tackling different situations. The post Guest Blog: Technology Trends That Will Govern the CX Landscape appeared first on Shep Hyken.

Government 89

Government Technology Blog 2017 89

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. Customer service needs customer data. I won’t sugarcoat it…that’s a lot of data, and dealing with it isn’t child’s play. Challenges to achieving SCV.

Blog 91

Blog Customer Service Contact Center Customers 91

ShepHyken

APRIL 21, 2017

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares ideas for handling tough personalities while offering great customer service. Know-it-alls walk the halls at almost every organization—from the basement to the executive floor. Solving customer problems is expected. Shep Hyken.

Blog 85

Blog Airlines Social Media Communication 85

TechSee

JUNE 10, 2021

But even though a large proportion of truck rolls are non-value-added activities and a tremendous waste of resources, these dispatches remain a fact of life for service organizations. This blog challenges that status quo. Analysts and organizations have been waving the red flag of unnecessary truck rolls for years.

Innovation 207

Innovation 2025 Transportation Consumers 207

ShepHyken

MARCH 3, 2017

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, explains the importance of encouraging internal collaboration within your organization. It must be nurtured at all levels of the organization, with deliberate intention, even when other priorities seem more immediately urgent. Shep Hyken.

Blog 83

Blog Culture Measurement Article 83

SurveySensum

APRIL 22, 2024

Hence, characterized by periodical data breaches and growing cyber threats, conserving customer trust stands as a crucial priority for businesses. That’s what we’re gonna explore in today’s blog. By foresight safeguarding sensitive information, organizations demonstrate their commitment to protecting customer data.

Measurement 52

Measurement Customer Centricity 2024 Demo 52

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. What this serves to demonstrate is that ultimately organizations will depend more on human creativity, not less.

Blog 82

Blog Contact Center Competitive Advantage Engagement 82

ShepHyken

MARCH 10, 2017

This week on our Friends on Friday guest blog post my colleague, Steven Macdonald, shares the results of a study examining how companies around the world respond to customer service requests. In the digital age, no organization can afford to ignore customer service requests from potential customers. I find the results quite alarming!

Blog 88

Blog Customer Service Social Media 2016 88

Wootric

DECEMBER 21, 2018

Automatically Organize Qualitative Customer Feedback with Auto-tagging. You’ve got tons of qualitative data and you’re wondering how to extract the most value out of it. The power of NPS is in the ‘why’ behind your score. However, benchmarks are still useful in certain cases.

Net Promoter Score 56

Net Promoter Score 2018 Blog Article 56

ShepHyken

AUGUST 11, 2017

Focus on both data and stories. Many customer-centric companies have CEOs who regularly forward customer feedback to people at all levels of the organization, thanking them for their customer-centric actions and/or flagging issues that need to be fixed. Feedback must include elucidating comments, not just numbers.

Blog 93

Blog Net Promoter Score Customer Centricity Feedback 93

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. You have a program in place to track Voice of the Customer data. A superior customer experience is a priority at all levels of your organization. Shep Hyken.

Blog 79

Blog Customer Service Measurement Customer Satisfaction 79

Interactions

MARCH 28, 2024

39% of CX leaders polled by GDS state competing objectives and KPIs between departments within their organization as the reason their CX efforts are impeded. Watch the Webinar Utilization of Transformational Data: Data is the fuel for CX improvement and innovation.

Contact Center 62

Contact Center Innovation Consumers Interaction 62