ShepHyken

JUNE 8, 2020

Each week I read a number of customer service and customer experience articles from various resources. How Do You Maintain Customer Experience on a Shrinking Budget? I cautioned clients to be careful where they cut and to try and stay away from places where their customers would notice. Customer affinity.

Article 80

Article 2020 Customer Service Connections 80

PeopleMetrics

FEBRUARY 25, 2021

PeopleMetrics Experience Management Platform Roadmap Preview. We highlight: Features we added in 2020. Discover our award-winning Customer Experience (CX) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time. The new features we're adding this year. Watch on YouTube. ? ? ?.

Roadmap 108

Roadmap Management CEM Customer Experience Management 108

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Here are over 65 Customer Success resources to catch up on and get you ready for the New Year.

2021 111

2021 Customer Success Webinar Multi-Channel 111

ShepHyken

DECEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. Mastercard: Consumer Experience Is Loyalty’s New Currency by PYMNTS. Excellent Customer Service?

Article 139

Article 2020 Customer Service Loyalty Programs 139

Kustomer

DECEMBER 29, 2020

I would say that 2020 has been unprecedented, but let’s face it — we all want to permanently retire that word. While we are literally counting down the seconds until the clock strikes midnight on January 1st, 2021, it goes without saying that there are some permanent lessons that can be learned from the hurdles we faced in 2020.

2020 105

2020 E Commerce 2021 Consumers 105

ShepHyken

FEBRUARY 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. 10 Ways To Provide a Cutting-Edge Retail Customer Experience by Janelle Estes. Top 5 B2B Customer Experience (CX) Best Practices for 2020! Here are my top five picks from last week.

2020 126

2020 Article Customer Service B2B 126

Eptica

AUGUST 19, 2020

Date: Wednesday, August 19, 2020 Author: Steve Nattress Why listening is key to bridging the CX gap. Published on: August 19, 2020. Author: Steve Nattress Every organisation understands the importance of customer experience to engaging consumers, differentiating against competitors and ultimately growing revenues.

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

ShepHyken

FEBRUARY 10, 2020

Each week I read a number of customer service and customer experience articles from various resources. How the Digital Era Is Redefining Customer Experience by John Finch. (No No Jitter) As customers become more reliant on non-voice methods of communication, CCaaS serves as a necessary aggregation platform.

2020 103

2020 Article Customer Service Customer Retention 103

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. Harvard Business Review) In February 2020, Panera Bread announced the Unlimited Sip Club and rocked the coffee world. Employee Engagement vs. Employee Experience: What’s the Difference & Why it Matters by Luke Jamieson.

Article 64

Article 2022 Customer Service Customer Service Training 64

TechSee

JANUARY 28, 2020

Adobe noted a 43 percent uptick in this behavior, surely a great sign for retailers that had labored to improve their digital offerings and experiences ahead of the 2019 holiday rush. This led to millions of No Fault Found (NFF) returns, a three-letter acronym that continues to haunt retailers and impact balance sheets well into 2020.

Retail 136

Retail Wireless 2019 2020 136

Upstream Works

MAY 27, 2021

This is because cloud provides business value across the entire customer service value chain. A key lesson learned from 2020 was validation for the cloud to support any deployment scenario. Another lesson learned from 2020 was how well agents could perform in this environment. In fact, a recent survey from J.D.

Contact Center 78

Contact Center Connections 2020 Fashion 78

ShepHyken

FEBRUARY 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Make Every Day Valentine’s Day by Showing Love and Empathy to Customers by Janelle Estes. Love (in the metaphorical sense) and appreciate your customers year-round. Here are my top five picks from last week.

2021 94

2021 Article Customer Service B2B 94

ShepHyken

AUGUST 3, 2020

Each week I read a number of customer service and customer experience articles from various resources. Personalization and Customer Experience Strategies for Success by Larisa Bedgood. Business2Community) Personalized customer experiences are now at the center of all marketing initiatives.

Article 92

Article 2020 Customer Service E Commerce 92

CSM Magazine

OCTOBER 27, 2020

Calabrio , the customer experience intelligence company, unveils the new Calabrio ONE workforce engagement management (WEM) suite at its first-ever virtual Calabrio Customer Connect (C3) conference, October 27-28, 2020. 2020 has, of course, spawned many changes.

Customer Engagement 52

Customer Engagement Engagement 2020 Connections 52

ShepHyken

APRIL 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. To Provide the Best Customer Experience, Be Proactive by Frank Konkel. NextGov) “Be where your customers are” and other helpful tips from customer experience professionals.

Article 100

Article 2019 Customer Service Hotels 100

ShepHyken

DECEMBER 22, 2020

Delivering Amazing Customer Experiences Through Times of Crisis. They discuss his new book, Stronger Through Adversity , and share key lessons on how to survive and thrive during challenging times. Show appreciation to your customers! A “luxury” experience does not mean a slow experience.

Leadership 80

Leadership Books Customer Experience Professionals Customer Centricity 80

ProProfs Chat

JUNE 5, 2020

Perhaps, getting customer service operations back in gear is what entrepreneurs need to shake-off the pandemic-induced slowdown. The good news is that CX experts from big brands are ready to spill the beans with their valuable customer service tips during COVID 19. Insightful Customer Service Tips During Coronavirus Pandemic.

Customer Service 143

Customer Service Social Media Culture Customer Centricity 143

Oracle

AUGUST 1, 2018

Consumers are paying more attention to experience than ever, putting the pressure on customer experience (CX) professionals to deliver better and better experiences. Research from Walker finds that, by 2020, a majority of B2B buying decisions will be made based on CX, not price. Learn more.

Webinar 72

Webinar Chief Customer Officer Customer Experience Professionals Social Media 72

ClientSuccess

NOVEMBER 20, 2020

If you’re like most of the world, it was probably back before March of 2020 when everything changed. With most of the conferences in 2020 either cancelled or converted into virtual events, many industry leaders are looking forward to getting back to normal in 2021. Digital Customer Experience Virtual Summit – [link].

2021 52

2021 Customer Success Chief Customer Officer Events 52

ChurnZero

JUNE 16, 2020

One of the main themes of the 2-day virtual event was customer centricity. Your customers remain your greatest asset and it’s more important than ever to be close to them. We pulled together the top ten Customer Success takeaways to share with you here. . Walk In Your Customers Shoes. Customers Demand Value.

Customer Success 92

Customer Success 2020 Customer Retention Events 92

LoyaltyPlus

JANUARY 19, 2021

With 2020 now done and dusted, and harsh socio-economic lessons learnt, retailers can now turn their attention to 2021 and a new year with new opportunity to reward customers and secure market share. In fact, as experts have suggested, 2021 will be marked by a more customer-centric approach by businesses.

2021 52

2021 Customer Centricity 2020 Airlines 52

Oracle

NOVEMBER 2, 2020

We ‘re proud to present our next article for Markies Mondays, a weekly blog series designed to help you learn more about the 2020 Markie Award categories, finalists, and winners. Make sure to check back each week to learn how Oracle CX customers are driving success and building customer relationships that last.

Management 80

Management Sales 2020 Multi-Channel 80

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. Josh Linkner) With our Thanksgiving feasts behind us, ’tis the season of 2020 business planning.

Article 71

Article 2019 Customer Service Airlines 71

ShepHyken

APRIL 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. “Giving back” is part of the customer experience. ” 15 Customer Service Strategies To Help You Deliver A 5-Star Experience by Forbes Coaches Council. Not sure where to start?

Article 80

Article 2020 Customer Service Government 80

ViiBE Blog

FEBRUARY 9, 2021

Recently the definition has been expanded to include the sharing of all information assets which includes databases, documents, procedures, and expertise and experience in individual workers. Taking the necessary steps to build knowledge management solutions to retain expert knowledge is key to an organization’s long term success.

Management 52

Management Call Center Reference Document 52

CSM Magazine

AUGUST 25, 2023

When it comes down to nailing your customer service strategy, striking the right tone is essential to build the foundations of long-term success. Align to the Brand’s Mission, Values, and Voice Identity First up, it’s crucial to align your customer service tone with the overall mission and values of the brand. Let’s get started.

Customer Service 52

Customer Service Seminar Social Media Communication 52

Lithium

DECEMBER 17, 2020

We’re announcing our 2020 Autumn Launch to help our customers develop this important form of connection with their own customers. Our newest innovations will help brands improve their community management, team collaboration, and customer engagement processes. Some blog areas are limited to Khoros customers only.

2020 52

2020 Innovation Metrics Events 52

Lithium

DECEMBER 7, 2020

We’re announcing our 2020 Autumn Launch to help our customers develop this important form of connection with their own customers. Our newest innovations will help brands improve their community management, team collaboration, and customer engagement processes. Some blog areas are limited to Khoros customers only.

2020 52

2020 Innovation Metrics Events 52

ShepHyken

MAY 18, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Loyalty Is Flat. So how do we understand the real customer impact of COVID-19 and mitigate its potency, and how can we capitalize on opportunities that may be ahead? by Rachel Lane.

Article 92

Article 2020 Customer Service Customer Retention 92

Kitewheel

NOVEMBER 9, 2020

Overall, the voting process itself was highly effective in 2020, but campaign communication channels were not. While there are significant differences between business and politics, the lessons of customer journeys can be applied specifically to this one area: omni-channel does not mean omni-message. The Rise of SMS Campaigns.

2020 52

2020 Customer Journey Communication Social Media 52

Uniphore

JUNE 10, 2021

When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. Along the way, we learned a lot about the obstacles customers and agents face today. We gathered these insights from 12 months of webinars and roundtable discussions with our customers.

Call Center 98

Call Center Contact Center Webinar 2021 98

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

ShepHyken

JULY 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. 5 Customer Experience Trends Thet COVID-19 Is Only Accelerating by Stephen Fioretti. All the Zoom like calls, the virtual working experience and more would have eventually been here. by Niraj Ranjan.

Article 61

Article 2020 Customer Service Customer Retention 61

Call Experts

MARCH 18, 2020

This guide includes educational resources, recipes, science experiments, themed movie nights and more! . Each video includes an activity guide with lessons for K-5 students to do at home. . Every day includes four separate learning experiences, each built around a thrilling, meaningful story or video. FCC blocks Robo-Calls.

Contact Center 75

Contact Center Call Center 2018 Customer Journey Mapping 75

ShepHyken

JUNE 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. 3 Things That Will Boost Your Reputation For Great Customer Service by Mark Armstrong. These days, there are three things I focus on when it comes to customer service. Here are my top five picks from last week.

Article 66

Article 2020 Customer Service Call Center 66

Magellan Solutions

MARCH 21, 2024

Even small mistakes, like typos in customer details, can lead to big problems with billing and the business’s reputation. Amazon Price Glitch In 2018, Amazon learned a harsh lesson about data accuracy the hard way. Customers wasted no time taking advantage, swarming the site in a frenzy to score rock-bottom deals.

Government 52

Government Financial Innovation 2012 52

CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. He is a complete customer-centric growth mastermind.

2022 52

2022 Customer Success 2021 Consulting 52