ShepHyken

DECEMBER 14, 2018

An incorrect email address or a missing point of contact could be the difference between ruining a customer relationship forever and rebuilding customer trust and driving retention following a breach.”. As such, it is not just about defending against cyber attacks; CX teams should aim to be pro-active, not reactive.

Blog 104

Blog Customer Experience Government Article 104

ShepHyken

APRIL 25, 2018

For those that haven’t been following, the five-steps are: 1) Acknowledge the problem and thank the customer for bringing it to your attention. Moment of Magic #1: Since it was lunch time, Sarah thought she might have to leave a message or wait on hold, but was pleasantly surprised that the manager was available to talk right away.

Customer Confidence 64

Customer Confidence Customer Service Training Customer Service Customer Focused 64

ShepHyken

NOVEMBER 30, 2018

Brian Cantor is the Principal Analyst for the Customer Management Practice. Brian leads all customer experience, contact center, technology and employee engagement research initiatives. Citing this proprietary research, Brian authors CMP’s series of special reports.

Blog 96

Blog Omnichannel Average Handle Time Contact Center 96