Kustomer

MAY 26, 2022

In this episode of the Customer Service Secrets Podcast, Gabe Larsen has a heart to heart with fellow business leaders, urging them to take advantage of chatbots so their organizations will acquire and retain customers. Chatbots are also fantastic tools for lightening agent load, allowing them to tackle more complex customer inquiries.

Virtual Agent 98

Virtual Agent Customer Service Loyalty Consumers 98

Beyond Philosophy

APRIL 2, 2020

We could all learn a lot from how they approach business as usual to facilitate customer-driven growth. Why do I like Apple’s experience? Before I answer, I should have my guitar. I am just kidding. What we do want is to know how to facilitate customer-driven growth. No one wants that.

2004 159

2004 Retail Brands Books 159

Experience Investigators by 360Connext

OCTOBER 9, 2019

The C-Suite Leader was asking a seemingly straightforward question: What is customer experience, really? This was a high-achieving, take-no-prisoners, BOSS of a person who I respect. And I was struggling to answer. I didn’t want to insult this person. I didn’t want this leader to feel like I was condescending.

Customer Experience 110

Customer Experience CEM Net Promoter Score Culture 110

Beyond Philosophy

JANUARY 19, 2020

We do research called an Emotional Signature ® that examines the Customer Experience from a subconscious psychological perspective. However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda.

Leadership 156

Leadership Consulting Presentation Sports 156

Education Services Group

JUNE 24, 2022

My wife, Jenny, and I take our first step onto the bridge and start the trek to the middle; I can see off in the distance where they’ve set up canopies at what appears to be the bungee jump site. I don’t buy it. My feet are sweating so much I can hear my shoes squeaking with each step I take. Underwater.

Customer Success 98

Customer Success Net Promoter Score ROI Customers 98

CSM Magazine

NOVEMBER 29, 2019

Find out if your telephone customer service is winning or losing customers by making a “mystery call”. If your customers aren’t impressed by you or your co-workers on the telephone, they can switch businesses by merely hanging-up and dialing the competition. Have you ever said, “Please hold” to a caller?

Customer Service 64

Customer Service Books Customers Article 64

Gainsight

SEPTEMBER 28, 2022

Inflation is up. The priorities that customer success teams live and breathe every day are now the top CEO and investor priorities. In a world of stagnant or declining sales, the work of post-sales and customer success teams has never been more important. Keep the Customer in Customer Success. The good news?

Customer Experience 52

Customer Experience Customer Success Sales Customers 52

ShepHyken

DECEMBER 24, 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. How to Provide Proactive Customer Service by Leveraging Customer Data by Michael. Fire the employee?

E Commerce 90

E Commerce 2018 Article Customer Service 90

Beyond Philosophy

JUNE 17, 2020

However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda. How Confirmation Bias Works in Customer Experience. How Confirmation Bias Works in Customer Experience. It happens in sports.

Leadership 120

Leadership Consulting Presentation Sports 120

Zeisler Consulting

AUGUST 19, 2020

I introduced the component parts here , expounded on aligning your CX strategy here , delved into the Voice of the Customer here , and showed how to put it into action with your Process Engineering program here. Now it’s on to building and supporting a Customer-centric culture. How do you build a Customer-centric culture?

Customer Centricity 93

Customer Centricity Culture Contact Center Customers 93

Russel Lolacher

OCTOBER 31, 2022

And here she is hanging out with us. I swear I’m not a kajillion years old. In this episode of Relationships at Work, Russel chats with workplace culture consultant Erin Skillen on the importance of bringing and keeping humour and joy in the workplace. Erin Recommends . Content4Good consultancy. PLAY AND SUBSCRIBE.

Culture 98

Culture Leadership Connections Consulting 98

Customer Bliss

MARCH 28, 2018

If you’re leading customer experience work within an organization, one of the keys to success is to listen to others. In today’s podcast episode, you’ll hear from six customer experience leaders in the B2B industry who share advice about the things they know now, that they wish they knew before they started their work.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

C3Centricity

AUGUST 4, 2020

The current pandemic has clearly highlighted those companies who care about their customers and who provide them with customer service excellence. If you claim to be customer centric are you sure you’re truly walking the talk and not just talking about customer service excellence?

Customer Service 71

Customer Service Social Media Customer Service Representative Connections 71

Kustomer

NOVEMBER 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Dixon from Tethr to reinvent what it means to delight your customers. Delight typically means going above and beyond customer expectations, so what is there to reinvent? Is Customer Delight Expensive?

Customer Service 98

Customer Service Customers 2010 Net Promoter Score 98

SurveySparrow

DECEMBER 18, 2023

Keeping healthcare information private is a top priority, especially when data is sensitive more than ever. But which tool should you choose? What are the criteria you should be on the lookout for? Before we start, let’s clear up a few questions. Before we start, let’s clear up a few questions.

Healthcare 52

Healthcare Multi-Channel Document Social Media 52

Kustomer

NOVEMBER 18, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with Randall King from Conduent to teach new CX leaders how to navigate large-scale transformation. Doing so identifies areas that need improvement and builds a sense of empathy for both team and customer.

Customer Experience 104

Customer Experience Customers Multi-Channel Management 104

CSM Magazine

OCTOBER 15, 2020

Without a doubt one of the most important skills in business is the ability to communicate with customers by telephone. Part of the reason the telephone continues to be a preferred communication channel is that it gives customers a quick way to make contact. Here are 12 ways to provide better telephone customer service.

Customer Service 52

Customer Service Customers Communication Customer Relationships 52

Kustomer

JUNE 17, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Laurent Pierre from Microsoft Azure to learn the secrets to making a CX team valuable. Guiding Customers to Solutions Using Empathy. I look for lazy problem-solving. We need to do something now.’”

Sales 99

Sales Employee Experience NPS Banking 99

Optimove

JULY 19, 2022

In 2022, travelers expect their hotel of choice to treat them as valuable customers and not just as a number in a vast sea of other numbers. This year it’s proximity marketing that hotel brands are turning to so they can deliver – with great results: Immediate conversions by engaging customers when they’re most likely to respond.

Hotels 52

Hotels Marketing Guest Experience Travel 52

Comm100

AUGUST 16, 2019

I pick up the phone. I hang up, frustrated, and block the number. During the course of a normal day, I rinse and repeat this sequence usually at least once, sometimes five or six times. During the course of a normal day, I rinse and repeat this sequence usually at least once, sometimes five or six times.

Communication 40

Communication Social Media Contact Center Travel 40

LiveChat

JULY 1, 2016

Customer service is a serious and responsible job. Read why customers are like teeth and why not responding on Twitter is quite similar to hanging up the phone on customers. Read why customers are like teeth and why not responding on Twitter is quite similar to hanging up the phone on customers.

Customer Service 53

Customer Service Social Media Customers Reference 53

Amity

AUGUST 5, 2017

I consider these perks, which are certainly an expression of a company’s culture, but not the actual culture in itself. I recently stumbled upon this statement , which I think captures the essence well. Take a moment to review your values as an example (the statements hanging on the wall, likely outside the boardroom).

Culture 63

Culture Leadership ROI Customer Satisfaction 63

ProProfs Chat

DECEMBER 17, 2020

Ever wondered how challenging it must be for your operators to handle multiple chats at the same time? Yes, there’s no doubt that the best possible live chat software helps you manage multiple chats and visitor queries simultaneously; but if not handled properly, operators can irritate your customers, which may also lead to losses.

Social Media 94

Social Media Management Blog Definition 94

ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. That’s why it’s essential to invest in the people, processes, and technologies that create the most value for your customers and your organization. You don’t know why your customers churn.

Customer Success 90

Customer Success Touchpoint Chief Customer Officer Customers 90

Amity

AUGUST 5, 2017

I consider these perks, which are certainly an expression of a company’s culture, but not the actual culture in itself. I recently stumbled upon this statement , which I think captures the essence well. Take a moment to review your values as an example (the statements hanging on the wall, likely outside the boardroom).

Culture 60

Culture Leadership ROI Customer Satisfaction 60

Russel Lolacher

JANUARY 23, 2022

In episode five of Relationships at Work, I hang out with Vernon Ross , author and found of Enterprise Podcaster, which helps organizations get into the world of podcasting. And that’s really the draw for why go through the bother of bringing custom audio into an organization… It’s storytelling at its core.”

Culture 98

Culture Engagement Employee Experience Sales 98

ProProfs Chat

DECEMBER 28, 2020

I bought your product but it doesn’t deliver what it promised.”. “I I haven’t heard a darn thing!”. If you’ve heard such customer concerns lately, then it means they’ve been through a bad customer service experience with your brand. What are Customer Complaints? Why Customer Complaints Matter.

Customers 94

Customers Brands Social Media Customer Expectations 94

Comm100

NOVEMBER 27, 2017

Still, customers don’t respond to a non-apology the same way they do a sincere one. Research shows that customers feel a sense of restored fairness when companies apologize, provided CEOs show sufficient empathy— a key factor for successful personal apologies, too. In 1982, 12-year old Mary Kellerman woke up feeling sick.

Social Media 120

Social Media Brands Advertising Transportation 120

Middlesex Consulting

OCTOBER 5, 2015

When I was learning about customer surveys, I was taught that if you do not plan to take action on what you learn from a question, then don’t ask it. However, now I am coming to believe that many people do not use any of the information obtained from their surveys – can you imagine how much of a customer annoyance that is?

Insights 60

Insights Feedback Customers Consulting 60

NICE inContact

APRIL 8, 2019

Greeting customers. To make your customer happy? Doesn’t that mean you should treat them as you would want to be treated? In our view there are 5 key elements to a proper phone greeting type and experience that determine a customer mindset for the entire rest of their interaction with your company. To drive revenue?

Call Center 60

Call Center Contact Center Information Blog 60

Myra Golden

MARCH 13, 2015

A few weeks ago my daughter and I went on a photography walk in downtown Broken Arrow, Oklahoma, where we live. Just as we were heading back to our car, I spotted Commercial Street. I couldn’t recall ever walking down Commercial Street. My eyes lit up and I pulled my camera to my left eye and focused on the pole.

Workshop 71

Workshop Travel Financial Customer Experience 71

ProProfs Chat

AUGUST 31, 2017

In our every day more competitive and automated world, something will remain and always make the difference: the human interaction of a customer service. And we all know that a satisfied customer is key for the success and sustainability of a business. So how can one know if the customer relationship is good enough, satisfying?

Metrics 98

Metrics Social Media Measurement Effort Score 98

Thematic

SEPTEMBER 24, 2018

I can’t deny feeling like channelling Carrie Bradshaw, as I sit in front of my MacBook, feverishly typing this post, sipping on my black coffee and thinking back to past dating experiences, Well, Carrie did not have the luxury of using the plethora of dating apps we do today. Today, there are just too many apps to choose from.

2018 54

2018 Definition 2005 2017 54

NetBase

APRIL 1, 2019

This latest tool update is being rolled out in stages to customers, particularly to those facing struggles with what we’ve programmed our powerful Next Generation AI to recognize as “sassy segments.”. Have you ever looked closely at the number of angry posts people create online? What better way than to show it in action!

Interaction 57

Interaction Social Media Brands Demo 57

Russel Lolacher

SEPTEMBER 27, 2022

“I think that this can start when you’re not a leader, like you don’t have to be a leader to lead by example, either. In fact, I think some of the best leaders, by example, are co workers that are peers, or people that are just, you know, volunteering alongside you.” Fun times, I’m sure fun times.

Leadership 52

Leadership Employee Experience Communication Culture 52

Clicktools

JULY 13, 2017

The digital transformation has allowed us to market more strategically to our customers. But it’s also caused our customers to want more—more engagement, more value, more memorable experiences—from our companies overall. It’s, “How do I create an effective customer journey map for my business?”

Customer Journey 53

Customer Journey Customer Journey Mapping Multi-Channel Touchpoint 53

Oracle

JANUARY 11, 2021

Welcome to Experience TV, a LIVE show on social channels about the economic revolution we’re living through, the Experience Economy, where brands compete on the quality of their customer experiences. Since the pandemic broke out, employee burnouts are up 42%. Download the report here. Bringing 2020 to a close. Burnout is common.

Sales 55

Sales Competitive Advantage 2020 Culture 55