Steve DiGioia

JUNE 26, 2023

We have studied ways to best serve our customers ad nauseam. We use numerous metrics to gauge customer sentiments. We sit through seminar after seminar to learn the latest tactics to enhance the customer experience and spend thousands of dollars on certification courses signaling to our peers our “expertise”. Of course not.

Seminar 78

Seminar Customer Centricity Culture Metrics 78

Beyond Philosophy

APRIL 18, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out.

Advertising 78

Advertising Technology Brands Interaction 78

Beyond Philosophy

MARCH 21, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. So, it’s not a matter of if but when regarding a customer crisis. So, it’s not a matter of if but when regarding a customer crisis. This situation happens everywhere.

Telecommunications 78

Telecommunications Customer Relationships Communication Workshop 78

Beyond Philosophy

MARCH 28, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” There is no silver bullet solution for improving Customer Experience.

Presentation 78

Presentation Hotels Culture Sales 78

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 89

Customer Satisfaction Feedback Interaction Insights 89

BlueOcean

MARCH 13, 2023

Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. So let’s get into it. Those first three are what we’d expect.

Contact Center 156

Contact Center Customer Experience Average Handle Time Customer Care 156

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Reviewing your existing CX strategy is a good place to start.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

LiveChat

MAY 25, 2018

4 years ago, I was given the challenge to write my first article for the LiveChat Blog. The subject of the post was supposed to be about customer service. What came to my mind was that customers behave like kids sometimes. We’ve all seen it. You can’t compare customers to kids! First of all, we’re all customers.

Blog 66

Blog Social Media Article 2017 66

Beyond Philosophy

FEBRUARY 15, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. Customer behavior can help here.

Connections 89

Connections Loyalty Brands 2005 89

Experience Investigators by 360Connext

DECEMBER 29, 2014

We had a great 2014 but more importantly, customers did, too! Leaders of all types of organizations began to walk the talk around improving their customer experience. We know they craved information which helped them take action and get results, and that’s what our blog is all about. Customer or Company Mission?

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

ShepHyken

JANUARY 25, 2019

Marlene Caroselli shares a rhyme that will help you to communicate with customers and provide customer satisfaction. – Shep Hyken. Especially when an angry customer is calling your office, it’s important to have a verbal safety net that will rescue you should the metaphorical tight rope become difficult to navigate.

Customer Satisfaction 116

Customer Satisfaction Blog Books Customer Service Representative 116

ShepHyken

JANUARY 11, 2019

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback.

Feedback 94

Feedback Blog NPS Net Promoter Score 94

ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor.

Blog 101

Blog Demo Competitive Advantage Insurance 101

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated. So how can your contact center IVR get there?

Blog 94

Blog Customer Experience Contact Center Interaction 94

BirdEye

OCTOBER 3, 2023

Ignore it and hope it goes away? Delete it and pretend it never happened? However, according to customer experience expert Jay Baer, these reactions will only backfire. Baer is the author of the bestselling book “Hug Your Haters” and has consulted with over 700 major brands on improving customer experience.

Customer Experience 105

Customer Experience Social Media Feedback Loyalty 105

CSM Magazine

MARCH 26, 2024

But developers are instrumental in shaping customer experiences that can make or break the success of a SaaS product. In this guide, we’ll explore strategies that SaaS developers can implement to enhance customer satisfaction and forge lasting relationships with their user base.

Customer Experience 52

Customer Experience Feedback Customers Insights 52

Comm100

DECEMBER 8, 2020

It takes careful management of a lot of moving parts. It takes patience and dedication. And with so much work, it’s no wonder that the need for simpler solutions has become essential to a business’s success. Using artificial intelligence to make business processes more efficient is no longer a thing of the future.

Customer Satisfaction 53

Customer Satisfaction Blog Customer Service Representative Social Media 53

Win the Customer

SEPTEMBER 15, 2020

Like any other industry, there’s always room for improvement in call center customer experiences. Call centers must deliver the best customer experience from jump, or else risk dealing with an unsatisfied customer, and getting negative press. Here are 7 tips for call centers to improve customer experiences: 1.

Call Center 157

Call Center Customer Experience Omnichannel User Experience 157

Steve DiGioia

JUNE 12, 2023

Using a customer’s name is a simple yet powerful way to improve their experience with your business. It’s an effective way to make them feel valued and acknowledged, which can lead to increased loyalty and customer satisfaction. When a customer hears their name, it creates a sense of familiarity and personalization.

Communication 75

Communication Loyalty Connections Customer Satisfaction 75

Win the Customer

SEPTEMBER 6, 2023

In today’s fast-paced digital world, customer expectations are higher than ever, and they demand quick and efficient responses. This is where artificial intelligence (AI) and chatbots come into play, revolutionizing the way businesses interact with their customers. Customer service is the lifeblood of any business.

Customer Service 64

Customer Service Customers Interaction Customer Expectations 64

BirdEye

MAY 4, 2023

Home professionals represented on Houzz with positive customer reviews tend to have more credibility with potential customers. In this blog, you’ll learn how Houzz works, the best ways to generate more reviews, and the benefits that come with more reviews. Table of contents What is Houzz?

Social Media 96

Social Media 2009 Magazine Feedback 96

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. This will help lead you to forming important relationship with your customer. – Shep Hyken. Customer service needs customer data.

Blog 91

Blog Customer Service Contact Center Customers 91

Kustomer

NOVEMBER 2, 2022

Customer trends are constantly shifting and growing based on the needs and wants of the modern buyer. Today’s customers choose to shop at specific companies because of affordability, luxury, believing in what the brand stands for, the quality of the product, etc. What Are Today’s Top Customer Service Expectations?

Customer Service 98

Customer Service Omnichannel Social Media Customer Expectations 98

Totango

DECEMBER 14, 2021

The holidays give you a unique annual opportunity to build goodwill with customers that can last all year and promote long-term loyalty. Because of this, knowing how to build customer loyalty during the holidays greatly strengthens your ability to cultivate stronger relationships with your customers.

Loyalty 82

Loyalty Net Promoter Score Customer Satisfaction Sales 82

BirdEye

NOVEMBER 7, 2023

Although it may appear as if they’re speaking a new language, they are actually utilizing the power of text abbreviations. Using this ‘language’ in your communication can change how you connect with customers in today’s fast-moving world. In this blog post, we’ve delved into text abbreviations and their usage.

Social Media 116

Social Media Communication ROI Sales 116

SurveySensum

JANUARY 25, 2024

Their kind words about how much they liked our services got me thinking – could their happiness translate into more opportunities for me? It’s like asking for a favor, but an important one! We all know how powerful it is when someone spreads word-of-mouth about something. But don’t worry! But how can you do that?

Reference 52

Reference Insurance NPS Demo 52

Optimove

JANUARY 24, 2024

Re-engage your churned customers with this guide Download Now Why it Matters: Customer Journey Orchestration is a game changer for marketers. It differs from traditional campaigns and it’s crucial for creating personalized experiences that boost engagement, sales, marketing attribution and customer loyalty.

Customer Journey 72

Customer Journey Multi-Channel Marketing Touchpoint 72

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

ShepHyken

MAY 15, 2020

He shares his experiences with different companies that broke his trust as a customer, as well as ways for companies to repair customer trust. I’ve been thinking a lot about trust lately and its importance when it comes to relationships. Without it, a relationship likely won’t survive. The Appliance Repair.

Sports 136

Sports Contact Center Social Media Article 136

BirdEye

JANUARY 25, 2023

When left unchecked, one-star ratings can damage your business and impact how customers perceive your brand. In this blog post, we’ll show you how to manage one-star reviews and protect your business’s online reputation. Offer the option to take it offline 7. Table of contents What are one-star reviews?

Feedback 98

Feedback Customer Satisfaction Brands Management 98

Beyond Philosophy

APRIL 11, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The funny thing is that sometimes that motivation is hidden, even from the customer.

Books 78

Books Customers Insights Marketing 78

Bill Quiseng

NOVEMBER 23, 2021

So I want to take this opportunity to express my appreciation and gratitude for many who have wished me well as I recover. During my time at the properties, these individuals personified customer care over customer service. And, as I recuperated, they expressed their genuine concern and well-wishes more than once.

Hotels 78

Hotels Leadership Customer Care Customer Service 78

Totango

SEPTEMBER 14, 2021

Knowing what influences customer satisfaction can help you improve your clients’ experience and increase retention rates. We’ll cover a range of variables, spanning customer service performance to customer loyalty incentives. How Easy Is It for Customers to Contact You?

Customer Satisfaction 88

Customer Satisfaction Net Promoter Score Loyalty Consumers 88

Daniel Group

APRIL 12, 2022

Top 3 Customer Experience Building Blocks to Grow Your Business! My last blog , Three Tips to Fire Up Your Customers to be Your Best Sales Force!, included how to encourage your customers to be a vital part of your B2B company’s sales and marketing. I encourage you to read the article as it is quite helpful.

Customer Experience 103

Customer Experience Banking Reference B2B 103

Kustomer

AUGUST 28, 2023

The modern buyer has high expectations when it comes to great customer service. From solving their issues as quickly as possible to creating a personalized customer experience, it’s important to consistently keep your CS playbook up to date with how to fulfill the latest expectations. What Is Bulk Messaging?

ROI 97

ROI Return on Investment Measurement Omnichannel 97

Beyond Philosophy

APRIL 13, 2023

In addition to being the subject of several research projects in psychology, it’s also a powerful marketing tool—if you know how to leverage it. As a member of the grumpy old man society, it was all I could do not to get into it with them about it. It is, in part, influenced by Loss Aversion.

Social Media 78

Social Media Marketing 2021 Events 78

ShepHyken

AUGUST 19, 2016

This week on our Friends on Friday guest blog post my colleague, Jack Plantin, writes about the importance of customer support and options we can offer for around the clock support. 24/7 customer support is great to have, but it can expensive and time-consuming for small companies. Shep Hyken.

Blog 89

Blog E Commerce E-support Call Center 89