Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Having managed over 3,500 people in contact centers in my previous career, I was sympathetic of organizations at the start of the pandemic.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Experience Investigators by 360Connext

MAY 20, 2015

What is customer experience? According to Wikipedia, it’s this: Customer experience ( CX ) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. Unhappy customers will harm your brand. Don’t believe me?

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

ProProfs Chat

JUNE 5, 2020

Perhaps, getting customer service operations back in gear is what entrepreneurs need to shake-off the pandemic-induced slowdown. You look to adapt and you survive; you refute and you are out of business the very next day. Insightful Customer Service Tips During Coronavirus Pandemic. Tweet this.

Customer Service 143

Customer Service Social Media Culture Customer Centricity 143

Myra Golden

FEBRUARY 14, 2019

If you say “because” when you’re telling a customer something, you’ll significantly increase the chance that they’ll accept your word as final. “Excuse me. I have five pages. “Excuse me. I have five pages. “Excuse me.

Insurance 82

Insurance Workshop Webinar Customers 82

ShepHyken

MAY 15, 2019

It’s never fun to share bad news with a customer. It doesn’t really matter what the bad news is; the key to managing the customer experience is how you deliver the bad news. This brings me to Dollar Shave Club , who had to share the news that they were raising their prices. That’s what they call their customers – members.

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2012 2019 Customer Service Training Information 114

Experience Investigators by 360Connext

NOVEMBER 19, 2019

Do you consider yourself a life-long learner? Bill Gates famously reads more than 50 books per year and has stated that you don’t get old until you stop learning. Better yet, lifelong learning leads to a healthier life, more financial success and even better social standing. Most successful people are.

Customer Journey Mapping 110

Customer Journey Mapping Leadership Customer Journey Financial 110

Kustomer

APRIL 22, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by guests Kyle Coleman from Clari and Vikas Bhambri from Kustomer to understand how to make purchasing software seamless for potential buyers. Listen to the full episode to learn more.

B2B 96

B2B Demo Sales B2C 96

ChurnZero

NOVEMBER 18, 2021

Customer education is why I live in a jungle. Hence, how I came to live in a lush garden oasis – or overgrown jungle, depending on who you ask. So, how does this relate to customer education? While I’m sure there’s some analogy to be had here about planting the seeds of knowledge and so forth, I’ll spare you this time.

Webinar 98

Webinar Customers Customer Journey Engagement 98

SurveySparrow

DECEMBER 9, 2019

Don’t make excuses about why your customer service isn’t world-class. Today Survey Sparrow had the opportunity to chat with John Dijulius, a US customer service expert who is redefining the rules of the game. You’ve been an active leader in the world of customer service for quite some time now.

Customer Service 90

Customer Service Books 2002 Measurement 90

ShepHyken

AUGUST 16, 2016

Have you ever had a customer tell you how to do your job? While that hasn’t happened to me, I don’t think I would like it. But, what if the customer was right and the employee was wrong? What if the “suggestions” were valid, if not even the right way to get something done? Empathy and Respect.

Airlines 85

Airlines Customer Service Training Customer Service Information 85

ShepHyken

JANUARY 22, 2018

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. 10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. But how valuable is it really?

2018 90

2018 Article Customer Service Wireless 90

Steve DiGioia

NOVEMBER 11, 2019

Great service is comprised of many parts and each must be present to create the experience every customer desires. I know you’ll agree with me that it should be near the top of your list. Training for the needed service skills is an essential foundational aspect of great service in any industry.

Books 92

Books Presentation Loyalty Blog 92

ShepHyken

JANUARY 3, 2018

It got me thinking about the actions we must take to be competitive. Regardless of your industry, everything has changed about the way we do business. There are some businesses that claim they’ve done things the same way for years, decades, even a century. They claim they do business just as their fathers and grandfathers did.

2018 111

2018 Customer Service Social Media Customer Service Training 111

CSM Magazine

MARCH 1, 2019

If you say “because” when you’re telling a customer something, you’ll significantly increase the chance that they’ll accept your word as final. Excuse me. I have five pages. Excuse me. I have five pages. May I use the Xerox machine because I have to make some copies?”. Excuse me.

Insurance 45

Insurance Workshop Consulting Customers 45

Beyond Philosophy

JANUARY 20, 2016

Customer Loyalty is a gold standard for most businesses. There are numerous ways that you earn (and lose) Customer Loyalty. But one way that anyone can do is one of the most effective ways to create a Customer Experience that keeps them coming back for more. Step Two: Core Message. Gold star for that one!

Call Center 100

Call Center Customer Service Representative Consulting Loyalty 100

Kustomer

OCTOBER 4, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Rose Wang and Dan Watkins from Forethought to learn the secrets to successfully incorporating AI in CX. Technology’s ever-improving, so why shouldn’t CX do the same?

Contact Center 105

Contact Center Omnichannel Consumers Article 105

ShepHyken

JULY 27, 2016

Customer Service Training. There is an old customer service saying that has to do with whenever someone disagrees with a customer: You’re not trying to win an argument. You’re trying to win a customer. You really can’t win an argument with a customer. You can agree to disagree.

Customer Service Training 83

Customer Service Training Automotive Definition Financial 83

Comm100

NOVEMBER 27, 2017

As psychologist and author of Why Won’t You Apologize Dr. This is why some brands opt for the seemingly safer “ non-apology ” – a statement that has the form of an apology, but that doesn’t acknowledge responsibility or express true remorse. Still, customers don’t respond to a non-apology the same way they do a sincere one.

Social Media 116

Social Media Brands Advertising Transportation 116

Russel Lolacher

JULY 26, 2022

Something is wrong with their understanding of what an ounce of prevention is all about in terms of commitment to safety and security, and [as an] investment in safety and security of people’s well-being while they’re with you.” On the show today we have Felix Nater, and here is why he’s awesome. Hello, Felix.

Leadership 94

Leadership Consulting Fashion Employee Experience 94

ProProfs Chat

DECEMBER 24, 2019

What makes live chat scripts so important for sales and customer service? To realize all the benefits of live chat scripts, you need to understand the importance of chat etiquette for your customers’ experience and satisfaction. Useful Customer Service Scripts Templates And Examples. General Greeting.

Sales 89

Sales Customer Service Customers Communication 89

SurveySparrow

MARCH 21, 2023

The relationship between customers and businesses is greatly influenced by the kind of experience you offer them. This is especially true of the B2B customer experience. B2B customers don’t just want you to meet their expectations; they want you to exceed them – every single time. You don’t want that.

B2B 52

B2B Customer Experience B2C Social Media 52

C3Centricity

FEBRUARY 20, 2018

A recent post by John Ollila on Loyalty Lobby about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. Well, I booked five rooms for the weekend, as well as a table for ten in their restaurant for dinner on the Saturday evening.

Customer Journey Mapping 78

Customer Journey Mapping Customer Journey Hotels Books 78

SurveySensum

FEBRUARY 20, 2024

Picture this : you walk into a cozy cafe, greeted by the aroma of freshly brewed coffee and warm smiles from the staff. How does it make you feel? That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction?

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

SurveySensum

FEBRUARY 20, 2024

Picture this : you walk into a cozy cafe, greeted by the aroma of freshly brewed coffee and warm smiles from the staff. How does it make you feel? That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction?

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

ProProfs Chat

DECEMBER 21, 2020

If it’s to avoid seeing customers leave your business, then you aren’t alone in this. A lot of business owners want to reduce customer churn and retain as many as possible. Needless to say, customer retention is the core value for the growth of any business. If that’s your hiccup, then we’re here to help you out.

Loyalty Programs 98

Loyalty Programs Customers Loyalty Sales 98

Integrity Solutions

MAY 23, 2023

Simply learning how to find, approach and engage new customers is at the heart of being able to meet and exceed your sales goals. In addition to making the sales environment more challenging, these variables have made the competition to win new customers that much fiercer. Why Is Sales Prospecting More Important Than Ever?

Sales 92

Sales Connections Social Media Communication 92

Russel Lolacher

NOVEMBER 7, 2022

And her background is filled in leadership around training, enablement and development and to no one’s surprise – she’s spent some time in theatre and production too! Her background is filled in leadership around training, enablement and development. Hello, thank you so much for having me today. Hello, Katie.

Workshop 52

Workshop Leadership Employee Experience Engagement 52

C3Centricity

OCTOBER 22, 2018

If you work in consumer goods you probably think you have nothing to learn from healthcare, right? After all, you have consumers in your industry name and well healthcare’s reputation is not that great. I remind my clients that exceptional customer service examples can come from anywhere!

Healthcare 81

Healthcare Consumers Customer Service Hospitality 81

Currency Alliance

OCTOBER 12, 2020

As we were descending into New York, five flight attendants approached my seat in the back of the plane and they said, “Are you Mr. Ehredt?”. I said, “well yes, I am”, and they said, “we wanted to congratulate you for reaching one million actual miles on United’s flight today. Loyalty programs must evolve to keep customers engaged.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

CSM Magazine

AUGUST 31, 2020

Bryan Horn examines the state of customer service today and provides three ways to reduce customer frustration and promote positive outcomes. I saw a cartoon in a business publication that accurately sums up the sad modern state of customer service. Thank you for calling ABC Cable Company. Please hold.”.

Customer Centricity 52

Customer Centricity Financial Banking Books 52

ijgolding

SEPTEMBER 25, 2018

This year, the number of countries I have worked in over the last 6 years will hit the 40 mark. However, whilst I will never take for granted how lucky I am being able to travel around the globe, it is not quite as glamorous as you might think. I have had the opportunity of flying business class with Emirates (as an example).

Travel 98

Travel Hotels Customer Journey Books 98

Lumoa

JUNE 22, 2021

About this episode In this episode, we are joined by Merete Medle, Customer Experience Manager at ICE Norway. We talk about democratizing customer experience in organizations and the importance of being able to offer diverse experiences. Sofia: So well, you do like a lot of things. Where did your journey start?

Customer Centricity 83

Customer Centricity Insights Hotels Customer Experience 83

Education Services Group

OCTOBER 6, 2021

It goes without saying that many changes have swept into our lives in the last year-and-a-half, and one of them is how we all view working from home. At the same time, customers are demanding better experiences, more tailored solutions, and a deeper understanding of their needs from the businesses they support. Let’s get digital.

2021 52

2021 Leadership Connections Customer Success 52

C3Centricity

AUGUST 17, 2020

Denyse Drummond-Dunn · What a customer first strategy means today. I know, you probably don’t want to read yet another article about the post-pandemic era, especially when the infection numbers in many countries are once again headed in the wrong direction! After all, what else have they to do than surf the internet all day long!

Customer Centricity 63

Customer Centricity Social Media Poor Customer Service Airlines 63

ChurnZero

NOVEMBER 18, 2021

Customer education is why I live in a jungle. Hence, how I came to live in a lush garden oasis—or overgrown jungle, depending on who you ask. So, how does this relate to customer education? While I’m sure there’s some analogy to be had here about planting the seeds of knowledge and so forth, I’ll spare you this time.

Webinar 52

Webinar Customers Customer Confidence Retail 52

RapportBoost

DECEMBER 17, 2018

We were fortunate to witness this great conversation with Heidi Rote from our valued client, Jenny Craig , and a 2018 ICMI Mover & Shaker on leveraging chat in today customer-centric communications world. And this time around, we are thrilled to have Heidi Rote today with us from Jenny Craig. Heidi Rote: I do.

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E-support Contact Center Sales 2019 49

CSM Magazine

MAY 26, 2020

How you treat your customers during the COVID pandemic will set the stage for the future. You have to love its simplicity. Companies who thought they were “too big to fail” have been brought to the brink of extinction. They have been subjected to a cold dose of reality. Employees have risen to the occasion!

Customer Service 52

Customer Service Culture Retail Books 52