Experience Investigators by 360Connext

NOVEMBER 17, 2020

Our customers provide us all the success of our businesses. They pay our paychecks, keep the lights on, and give our products and services meaning and value. Yet most business plans don’t have a “customer appreciation program” section. So let’s get proactive about how we thank customers.

Airlines 372

Airlines 2020 Social Media Hotels 372

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Books 182

Books Return on Investment Magazine Culture 182

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. And how can you overcome the obstacles that tend to keep organizations from creating truly great, useful personas? What is a Customer Persona? What is a Customer Persona?

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

Customer Centricity 169

Customer Centricity Voice of Customer Social Media NPS 169

Experience Investigators by 360Connext

FEBRUARY 3, 2020

Not, I’m not talking about what happens when you skip out on the afternoon session because you got a whiff of something “totally legal in this state.” ” I’m talking about the feeling you get when a great speaker is on the stage and you realize… “I’m actually learning something here.”

Workshop 197

Workshop Healthcare Sales Financial 197

BlueOcean

MARCH 31, 2022

If you’ve been a reader of Blue Ocean’s blog for any length of time, you probably know we love sports and particularly baseball. Companies of all sizes can benefit from workforce planning that puts exactly the right resources in place at the right time, doing the right things to deliver on an excellent customer experience.

Contact Center 296

Contact Center Sports Management Customer Care 296

Experience Investigators by 360Connext

APRIL 13, 2021

Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programs. They boast about how often they survey customers, collect feedback via fancy technologies, and produce reports with color-coded graphs. Customer interviews can be a key step in: Customer Journey Mapping.

Customer Journey Mapping 291

Customer Journey Mapping Customer Journey Feedback Brands 291

Experience Investigators by 360Connext

NOVEMBER 22, 2022

Our customers provide us all the success of our businesses. They pay our paychecks, keep the lights on, and give our products and services meaning and value. Yet most business plans don’t have a “customer appreciation program” section. So let’s get proactive about how we thank customers.

Airlines 143

Airlines 2020 Social Media Hotels 143

CX Accelerator

APRIL 1, 2022

After service had been restored, I got a call from a customer. It just so happened to be from a customer to whom I had issued a service credit just a day earlier in hopes of restoring his confidence in our company. When I began to make my offer, the customer responded with something like: “Look.

Contact Center 266

Contact Center Communication Connections Customers 266

ShepHyken

SEPTEMBER 16, 2020

I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience. He wasn’t talking about upgrading a coach seat on a plane to a first-class seat.

Customer Service 166

Customer Service Customer Service Training Customer Service Representative Reference 166

ShepHyken

APRIL 9, 2021

He writes about skills everyone should have to communicate effectively with clients. Did you know 90% of Americans consider customer service as the key factor when deciding whether to do business with a company? If you’re a customer-focused organization, you need to prioritize customer service.

Customer Service 139

Customer Service Call Center Contact Center Article 139

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Listen to your Customers – It’s Worth the Effort.

ROI 143

ROI Books Customers Definition 143

ShepHyken

OCTOBER 28, 2020

The word love is not used that often in the corporate or business world. It may have been Tim Sanders in his revolutionary book, Love Is the Killer App , who helped bring the word love to the forefront for leaders trying to build a stronger culture and create a better experience for their customers. Some still are.

Culture 151

Culture Social Media Customer Service Training Customers 151

BirdEye

SEPTEMBER 21, 2023

This accomplishment is a testament to our team’s hard work and dedication and also a reflection of the positive experiences and trust customers have in Birdeye. The product rankings are based on genuine customer feedback and other factors like media mentions and competitive comparisons. star rating.

2023 109

2023 Management Feedback Customer Experience Management 109

Kustomer

DECEMBER 2, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Dan Gingiss to learn more about how Marketing and CX are connected. For Dan, this is where Marketing and CX go hand in hand to win the customer’s loyalty. Listen to the full podcast to learn more.

Marketing 98

Marketing Social Media Brands Books 98

ShepHyken

MAY 15, 2023

Ask what the biggest friction points in your customers’ experiences are. Look at the companies you love and why you love them. Identify what you love about those companies that you can start doing with your team. Quotes: “Imagine what the best possible customer experience is and do that.

2005 62

2005 Entertainment Social Media Culture 62

ShepHyken

NOVEMBER 10, 2021

Recently I was talking to a customer support rep. She asked if she could call me back the next day so we set up a time to talk, and true to her word, she did – and she was on time. Be honest about it. Customers want the truth, even if it’s not what they want to hear. She was amazing. Next, she explained why.

Loyalty 146

Loyalty Customer Service Training Customer Service Information 146

Cyara

FEBRUARY 14, 2024

But not only does this bot understand your request, it seems to understand you on a deeper level, you feel like you are talking with a human support agent, or even chatting with a friend. And as the saying goes – with great linguistic prowess comes great responsibility, or something like that lol.

Poor Customer Service 76

Poor Customer Service Interaction Customer Satisfaction Presentation 76

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. What Kind of CX Do Customers Really Want? My Comment: How do customers prefer to reach out to you for help and support?

Article 144

Article 2021 Customer Service 2026 144

Thematic

FEBRUARY 11, 2024

Both companies compete head to head with each other for customers. I saw representatives of most major banks, airlines, hotels and casinos - Medallia’s bread and butter enterprise customers. It makes sense to bring as many people as possible to spend time with customers and learn what matters to them.

NPS 62

NPS Hotels Events Demo 62

ShepHyken

JULY 19, 2023

At a recent customer service presentation, the speaker who preceded me said that we must do better than simply meeting our customers’ expectations, and he shared some stories of truly amazing service experiences. Every interaction customers have with you or your company gives them the opportunity to form an impression.

Management 62

Management Workshop Customer Expectations Customer Service Training 62

BirdEye

OCTOBER 26, 2023

They are a powerful tool for businesses to gain credibility, build trust, and promote their products and services. A good review creates a sense of urgency, driving customers to purchase so they don’t feel they might miss the opportunity. I’m excited to be here and talk about Birdeye. Welcome guys.

Brands 113

Brands Multi-Channel Consulting Demo 113

ShepHyken

APRIL 20, 2022

There are many ways to deal with complaints or angry customers. The idea is to say something that lets the customer know you understand the problem, you’re in sync with their concerns, and you empathize with their frustration, anger or whatever emotion they’re exhibiting. Eventually, my frustration forced me to call customer support.

Customer Service Training 128

Customer Service Training Reference Customers Customer Service 128

Retently

JUNE 28, 2022

Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction. Great feedback?

NPS 148

NPS Net Promoter Score Feedback Social Media 148

ShepHyken

MARCH 21, 2023

In a recent interview with Katie Mares, author of CustomHer Experience: The Importance of Tailoring Your Brand Experience to the Female Customer , we talked about creating a five-star experience. By the way, even though Mares’ expertise is in selling to female customers, these ideas work for everyone. It doesn’t matter.

Customer Experience 67

Customer Experience Customer Service Training Books Customers 67

Kustomer

MAY 12, 2022

In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Irene Griffin , to discuss building better customer relationships through an empathy-driven support model. Griffin is currently leading the customer support team at FranConnect. Listen and subscribe to our podcast: How to Hire CX Reps.

Customer Service 96

Customer Service Definition Customers Airlines 96

ShepHyken

JULY 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 8 Tips for Improving Social Media Customer Service by Fara Haron. Do your customers talk about you?

2019 116

2019 Article Social Media Customer Service 116

BirdEye

NOVEMBER 15, 2023

For local businesses and brands, effectively leveraging Google’s suite of products presents a major opportunity to attract and retain customers. AI can help businesses engage customers, automate operations, and improve employee efficiency. We’ve had some great conversations on the evolution of AI. Excited to be here.

Document 109

Document Brands Technology Consumers 109

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. America’s Best Customer Service Companies by Newsweek. Then do a Google search for articles about their success.

2021 142

2021 Article Customer Service Government 142

ShepHyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Lego Customers Lose Millions of Pieces a Year. My Comment: I love great examples of customer service, and this is exactly that.

Article 72

Article 2021 Customer Service Metrics 72

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My comment: You know I love stats and facts about anything related to customer service and CX.

2021 134

2021 Article Customer Service Loyalty Programs 134

Win the Customer

NOVEMBER 30, 2020

Being an exceptional customer service representative comes with specific requirements. One of them is understanding the effect of using service phrases. Your goal as a customer service employee is to hear problems and bring solutions. Using the right customer service phrases can support efficient interaction.

Customer Service 170

Customer Service Customer Service Representative Exceptional Customer Service Customers 170

Kustomer

NOVEMBER 1, 2021

In this episode of Customer Service Secrets, Gabe Larsen is joined by Paolo Fabrizio, author, speaker, and customer service expert, to discuss digital customer service. Listen and subscribe to our podcast on these platforms: What Is a Digital Customer Experience? That makes a difference.”

Customer Service 97

Customer Service Social Media Customers Customer Satisfaction 97

Optimove

FEBRUARY 12, 2024

See the difference control groups make in this guide Download Now Why it Matters: Lightning talks, interactive demos sparked iGaming marketers with how-to advice on winning player retention and optimization game plans for 2024 and beyond. If you missed the talks or demos, contact us so you don’t miss out.

2024 59

2024 Demo Download Sports 59

Brandwatch CX

JANUARY 29, 2024

What channels will fit your products or service? It’s full of people looking for ways to improve their business, they’re already receptive to a blog post about improving ROI or dealing wth crises. Unsurprisingly, our social posts and content do well there as our product and target customer fit. Be wary though.

Social Media 98

Social Media Brands Blog Entertainment 98

ShepHyken

JANUARY 13, 2021

One of the questions he was asked had to do with empowerment, specifically about the $2,000 the Ladies and Gentlemen – what Ritz-Carlton calls its employees – are allowed to spend to ensure a guest has a great experience. He talked about teaching people what they are empowered to do. Horst shared a better story.

Hotels 146

Hotels Customer Service Training Presentation Information 146

Kustomer

NOVEMBER 4, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Phil Irvine. In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two other CX In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jarvis Harris from Visier.

Sports 98

Sports Customers Document Sales 98