Education Services Group

MAY 23, 2022

In today’s world, in-person conferences resonate differently than they did pre-pandemic, and TSIA World Interact in Orlando, Florida was no exception. QR codes to connect. Bring back QR codes that direct to our LinkedIn accounts to make connecting on the fly easy and effortless. Your digital transformation is late.

Interaction 52

Interaction 2022 Multi-Channel Customer Success 52

Natalie Petouhof

AUGUST 15, 2022

I’ve been reading an advance copy of Empathy in Action, and while I don’t write book reviews as a matter of course, I view this as a creative form of thought leadership about what customer service needs to look like in 2022. Before connecting those dots, it’s important to note the strong foundation provided in Chapters 1 and 2.

Books 52

Books Customer Centricity Advertising Culture 52

ShepHyken

MARCH 11, 2024

Recognition and personalized attention can leave a lasting emotional impact and a strong sense of connection. Navy and is a full-time author who has written seven books, including 9:11 A Time To Always Remember and Jump: 40th Anniversary of Attending the “1984” Va n Halen Concert.

Customer Experience 148

Customer Experience Entertainment Loyalty Customer Centricity 148

ShepHyken

MARCH 12, 2024

It could be military equipment or comic books. Manage Every Moment: I have always been a huge fan of Jan Carlson’s Moments of Truth concept, in which every interaction a customer has with a company is an opportunity for them to form an impression. These interactions include advertising, websites, people-to-people, and more.

Workshop 150

Workshop Advertising Customer Service Training Books 150

Experience Investigators by 360Connext

MARCH 19, 2024

We uncover strategies to provide flexibility without compromising on policy integrity, ensuring your customer interactions are not just by the book, but also by the heart.

Roadmap 200

Roadmap Culture Leadership Books 200

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. Connect with, and learn more about, Chris on his platforms: . And then I make the connection.

Culture 98

Culture Connections Leadership Communication 98

ShepHyken

FEBRUARY 20, 2024

I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention to. Connect with Shep on LinkedIn.

Metrics 151

Metrics Customer Service Workshop Measurement 151

InMoment XI

SEPTEMBER 20, 2023

It’s the beacon that guides their actions and decisions, ensuring that every interaction with customers reflects their core values and promises. NPSx by Bain & Company states that connected customer experiences, powered by AI, are the future of CX.

Net Promoter Score 260

Net Promoter Score Retail NPS Government 260

Kustomer

DECEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Sioban Massiah from Twitter to discuss the Power of Connection and how to retain customer loyalty. Learn how Sioban connects with customers by listening to the podcast below. Growing Your Connection to Retain Business.

Connections 80

Connections 2008 Loyalty Events 80

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? . And in fact, the book argues that it costs more to delight. . 3: Customer service interactions drive more disloyalty than loyalty, in general.

Loyalty 257

Loyalty Touchpoint Books Metrics 257

Gainsight

NOVEMBER 20, 2019

In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. So treat yourself to a book every quarter. Set a weekly time slot on your calendar to interact with your Slack community friends.

Books 80

Books Blog Management Leadership 80

Maz Iqbal

APRIL 23, 2016

I enjoyed reading Richard Shapiro’s first book: The Welcomer’s Edge. In this book Richard set out a 3 step model (the greet, the assist, the leave-behind) for making a human connection with customers through every customer interaction. Shapiro".

Books 54

Books Connections Customers Interaction 54

Maz Iqbal

APRIL 23, 2016

I enjoyed reading Richard Shapiro’s first book: The Welcomer’s Edge. In this book Richard set out a 3 step model (the greet, the assist, the leave-behind) for making a human connection with customers through every customer interaction. Shapiro".

Books 54

Books Connections Customers Interaction 54

Customer Bliss

AUGUST 30, 2021

They need a blend of high tech to enable high touch, as I discussed with a recent guest on my livestream , Deborah Westphal, author of a book on this subject entitled Convergence. Yes, you can book your ticket online, but it’s the gate agent’s concern in making your connection that shows if she’s been honored—so she can honor you.

Books 310

Books Hotels Travel Connections 310

NICE inContact

MARCH 29, 2019

At the simplest level, an IVR (Interactive Voice Response) is an automated interface that allows you to interact with callers to gather data, and potentially resolve an issue without having to direct that caller to an agent. This shortens call handle times and frees up agent resources to handle more complex interactions.

Interaction 54

Interaction Telecommunications Contact Center Multi-Channel 54

TechSee

APRIL 9, 2024

Traditionally, customers navigating the self-installation process encounter various obstacles—from setting up the Optical Network Terminal (ONT) to ensuring proper connectivity. It fundamentally transforms the customer’s initial interaction with the service, setting a positive tone for the entire customer journey.

Net Promoter Score 124

Net Promoter Score NPS Customer Satisfaction Customer Confidence 124

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Follow on LinkedIn. Jeff is truly obsessed with customer service.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Ecrion

FEBRUARY 13, 2020

Customer engagement can also be described as the emotional connection a business has with a customer. It’s important to connect with this generation and make sure they feel like they are making a lasting impact through their purchases. This will increase the connections you hold with your clients.

Customer Engagement 74

Customer Engagement Connections Engagement Customer Journey Mapping 74

Wootric

SEPTEMBER 8, 2020

One of them is bound to be the customer support interaction. How to Analyze Support Interactions for Improving Customer Journey. Below, we have identified some proven methods to analyze support interactions (experience data) and identify the bottlenecks (and eliminate them) for improved customer satisfaction and retention.

Interaction 52

Interaction Effort Score Touchpoint Customer Journey 52

Lumoa

JANUARY 15, 2024

Conversational commerce is all about interacting with customers through various communication tools, like live chat, chatbots, and contact centers. It connects the customer with agents who can handle their queries (or connect them with someone who can). Let’s explore what forms that technology can take.

Customer Experience 83

Customer Experience Net Promoter Score Touchpoint Omnichannel 83

Gainsight

APRIL 8, 2024

There is an emphasis on the importance of tailoring interactions and solutions to individual customer preferences and behaviors. Think of the connections you see at your annual events and the camaraderie seen in just a few days. Well, creating a customer community is just taking this IRL version online and 24/7.

Customer Success 52

Customer Success Engagement Customers Insights 52

Qualtrics

FEBRUARY 20, 2019

Over the last 50 years, branding has evolved from the ability to differentiate products, to giving companies personalities, to making emotional connections with consumers. If you’re looking to gain inspiration for your next marketing or branding project, check out these 10 books. She helps readers understand “why we buy what we buy.”.

Books 46

Books Brands Marketing Competitive Advantage 46

BirdEye

NOVEMBER 30, 2023

While online bookings are still popular, curated travel experiences are also gaining traction. A recent survey shows that 87% of millennials use Facebook for travel booking inspirations, while 50% use Pinterest and Twitter to inspire them. Research shows that 83% of travelers read reviews before finalizing a booking.

Travel 109

Travel Marketing Social Media Hotels 109

ShepHyken

NOVEMBER 18, 2020

That question is still relevant, now more than ever, but let’s take it beyond people-to-people interactions. Let’s look at the bigger experience—specifically, the digital or technological interactions that our customers have with us. For example, pre-COVID-19 I was at an airport gift shop and bought a book.

Loyalty 140

Loyalty Books 2018 Customer Service Training 140

Optimove

DECEMBER 28, 2023

The Big Picture: With 2023 in the books, it’s time to pave the way for continued innovation and more meaningful customer connections in the year ahead. Authenticity builds trust, and by openly embracing AI, you can foster a deeper connection with your audience while.

Marketing 69

Marketing 2024 Social Media Download 69

BirdEye

MARCH 6, 2023

With the majority of customer interactions happening online, local brands and businesses must ensure that their digital presence is up-to-date, easily accessible, and user-friendly. While COVID slowly moves into our rearview mirrors, we continue to focus on the everyday digital interactions that have become commonplace since the pandemic.

Healthcare 98

Healthcare Automotive Hospitality Workshop 98

SurveySensum

JANUARY 18, 2024

For instance, sending a personalized greeting, such as below, can foster a sense of acknowledgment and connection. ” Impact on Customer Experience: These personalized interactions not only enhance customer satisfaction but also cultivate a sense of value and connection. “Welcome back, [Customer Name]! Happy shopping!”

Marketing 52

Marketing Fashion Demo Customer Journey 52

Customer Bliss

AUGUST 29, 2019

During our research, we found that one-third of respondents will actually walk away from a brand after having a disappointing interaction. Consumers are more likely to share positive interactions with companies than negative ones. As I shared in the many case studies in my latest book, Would You Do That To Your Mother?

Customer Experience 227

Customer Experience Consumers Travel Download 227

Beyond Philosophy

JUNE 25, 2020

We have pictures of him sitting reading a book while going around Venice. The fact that his head was always stuck in a book became a family joke. One of the big ideas about memory is that a network structure connects memories. A fishing net has many strands connected together in various knots.

Management 188

Management Insurance Net Promoter Score Connections 188

CSM Magazine

AUGUST 22, 2023

Today’s travelers, whether they’re on a business trip or a leisurely vacation, expect seamless interactions. The digital-savvy guest of today is informed, constantly connected, and values time above all. Their choices are influenced by peer reviews, social media interactions, and real-time feedback.

Hotels 52

Hotels Hospitality Guest Experience Books 52

Optimove

DECEMBER 18, 2018

Another year (almost) behind us, another Optimove Connect in the relationship marketer’s books. During the two days, we strived to give attendees an opportunity to turn these ideas and conversations into meaningful interactions with their customers. The post Optimove Connect 2018: The Recap appeared first on Optimove.

2018 40

2018 Connections Workshop Events 40

ShepHyken

JANUARY 3, 2024

It can be how fast you return a phone call or an email – or any opportunity to accelerate part of the experience as long as it doesn’t take away from an amazing customer experience. Convenience Rules I’ve written an entire book about this topic, The Convenience Revolution. Connect with Shep on LinkedIn. Today, it’s expected.

2024 94

2024 Customer Service Workshop Customer Service Training 94

Customers Rock!

MAY 5, 2011

I am so excited to share the news with all of you that I have a book coming out in July! The book is called The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers , being published by John Wiley & Sons. So in a sense, this book has been over 4 years in the making!

Books 79

Books Social Media 2006 Blog 79

ShepHyken

OCTOBER 1, 2023

Speed Doesn’t Equal Success: The Limitations of AHT as a KPI by Othmar Mueller Von Blumencron (VIPdesk Connect) While top-notch products and services remain vital, the spotlight in recent years has undeniably shifted to the customer experience as a pivotal factor distinguishing one brand from another. Connect with Shep on LinkedIn.

Article 65

Article Customer Service 2024 2023 65

CSM Magazine

FEBRUARY 16, 2024

Topics covered will include subjects such as Telehealth Support, Data-Driven Decision Making, and Connected Commerce, among many other aspects of the digital customer experience. For more information, visit the event’s official website or book tickets here.

Contact Center 52

Contact Center 2024 Seminar Insights 52

Customer Bliss

MAY 28, 2019

Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? In fact, Gallup research validates that these moments—that connect our experiences with customer memory—are a major opportunity to create lasting bonds with customers. Tweet at me @JeanneBliss or connect with me on LinkedIn. .

Chief Customer Officer 173

Chief Customer Officer Books Banking Connections 173

ShepHyken

AUGUST 14, 2023

When employees feel connected to the brand and enjoy the experience they deliver, it translates into a better connection with customers. If customers become excited about the product or brand, their expectations should be met or exceeded from the moment they interact with the business.

Customer Experience 62

Customer Experience Marketing Brands Culture 62