Retently

MARCH 23, 2023

Study the hacks used by brands like Apple , Amazon , and Netflix, and you’ll discover actionable tactics that can apply to your business. In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback.

Net Promoter Score 102

Net Promoter Score NPS Insurance Airlines 102

Customer Bliss

SEPTEMBER 5, 2019

I’m excited to be back with new episodes of the Chief Customer Officer Human Duct Tape Show. This is a great conversation to listen to, whether you’re in the museum/cultural institution world or business (both B2B and B2C). There was a need to be experience-focused rather than product-focused. Think About the Long-Term Vision.

Culture 131

Culture Chief Customer Officer Leadership Presentation 131

ShepHyken

JUNE 17, 2019

Each week I read a number of customer service and customer experience articles from various resources. 7 Powerful Customer Service Phrases You Need to Use by Josh Carlyle. Qminder) Here are 7 powerful customer service phrases that can support your interaction with customers.

Article 111

Article 2019 Customer Service Call Center 111

Beyond Philosophy

OCTOBER 25, 2018

Most companies today know that putting the customer at the heart of everything they do is vital. The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? We had six values. We had six values. But guess what?

Customer Centricity 245

Customer Centricity Culture Customers Customer Experience 245

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. The quality of customer service and support can also have an impact on the productivity of a contact center. This is likely the area where you can make the most significant impact.

Contact Center 74

Contact Center Measurement Call Center Average Handle Time 74

Customer Bliss

JUNE 13, 2018

If you’ve been listening to, or been a guest on my podcast, The Chief Customer Officer Human Duct Tape Show , then you know that the last question I like to ask is: what do you know now that you wish you knew then ? Leading a customer experience transformation is a lot of work! You know, I learned this the hard way.

Customer Experience 214

Customer Experience Chief Customer Officer Leadership B2B 214

Beyond Philosophy

SEPTEMBER 23, 2021

We all want customers that return and buy more for us. Returning customers often buy more than new customers and require fewer resources to attract. So, how do you get customers to come back? . On a recent podcast, we hosted speaker and author Shep Hyken, one of the most influential voices in Customer Experience today.

Airlines 109

Airlines Net Promoter Score E Commerce Books 109

Education Services Group

JULY 18, 2023

So…quick question: What is a customer journey map? A customer journey map can be many things. Organizations that leverage them wisely use them as step-by-step guides for customer engagement throughout the customer lifecycle. need a customer journey map? They can help unlock the mysteries of churn.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Customer Success Social Media 52

Kustomer

JUNE 1, 2023

Using customer data to create a personalized customer experience is one of the top customer service trends of 2023, according to Forrester. Kustomer research also shows 84% of CX leaders predict personalization will become more important over the next three years. For the modern consumer, expectations are growing.

Customer Service 78

Customer Service Customer Service Strategies Hotels Social Media 78

Stella Connect

MARCH 30, 2022

Agent engagement is one of the biggest drivers of improving customer service and reducing attrition. Customer service leaders know it’s critical to recognize and reward top performance, but many of them lack a complete rewards program. There’s no ‘right’ way to distribute rewards.

Rewards Programs 52

Rewards Programs Call Center Contact Center Culture 52

CSM Magazine

MAY 5, 2022

I have been in the Workforce Management (WFM) business for over 20 years and during this time, contact centre leaders have again and again told me that one of their biggest challenges is balancing the needs of employees with great customer service. 7 ways to crack the code using agent self-scheduling.

Omnichannel 52

Omnichannel Call Recording Customer Satisfaction Management 52

CSM Magazine

FEBRUARY 28, 2022

takes a look at six deep learning based tools that are changing the way customer service is done in 2022. Providing efficient and quality customer service is one of the most important business practices you can do in the modern business world. Matt Payne of Width.ai Deep Learning Chatbots.

2022 52

2022 Customer Service Social Media Call Center 52

ShepHyken

NOVEMBER 23, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg. Here are my top five picks from last week.

Article 86

Article 2020 Customer Service Net Promoter Score 86

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? Stay tuned to find out more.

Customer Service 98

Customer Service Customers 2010 Net Promoter Score 98

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Implementation can have its challenges.

Culture 114

Culture Customer Service Leadership Airlines 114

BirdEye

DECEMBER 8, 2022

Using social media to grow your business’s presence online is a great start, but keeping up with new platforms can be challenging. In this article, we’ll show you 15 different types of social media so you can decide which ones will be best for your business. Community blogging 15. Know your goals. Keep up with the latest trends.

Social Media 98

Social Media Brands Entertainment Connections 98

Up Your Service

APRIL 1, 2018

Your Service is a global education and consulting company. We help leaders and companies all over the world achieve two primary outcomes: First, improve your customer’s experience – to help you attract customers, keep customers, generate solid business results, and maintain a positive reputation for service.

Customer Experience 80

Customer Experience Culture Customer Expectations Workshop 80

Lumoa

APRIL 21, 2022

“When you change the way you look at things, the things you look at change.”   –  Dr. Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” And it is a question that customer support professionals ask me most often.

Banking 83

Banking Customer Satisfaction Webinar Insights 83

Customer Bliss

MAY 4, 2017

Tabitha Dunn is a perennial customer experience leader who developed her passion for this work on the fundamentals of process and quality at the master of the genre at the time, Xerox. In our conversation we discuss how specifically one goes about improving business to business customer experience. General Episode Overview.

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

ShepHyken

OCTOBER 5, 2020

Each week I read a number of customer service and customer experience articles from various resources. Forever-Changed Buying Patterns Mean Rethinking Customer Loyalty by Mary Jo Yafchak. Time to pay attention and meet your customers where they are. You must adapt to the new way of doing business.

2020 66

2020 Article Customer Service Hospitality 66

Kustomer

JANUARY 7, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Steven Maskell , Vice President of Customer Experience at Zones , to discuss how to create a personalized, data-driven customer experience. Creating a Data-Driven Customer Experience.

Customer Experience 88

Customer Experience Advertising Customers Brands 88

ShepHyken

AUGUST 24, 2020

Each week I read a number of customer service and customer experience articles from various resources. Can Artificial Intelligence Improve Your Customer Service? The question is, do they really improve your customer service? You can call them clients, customers, patients, guests, members, etc.

Article 84

Article 2020 Customer Service Contact Center 84

Michel Falcon Experience

DECEMBER 4, 2019

A few years ago I read a Business Insider article describing Lululemon’s customer muse. Because of this, she knows how company culture is the foundation of every great company. Having her be benevolent gives me peace of mind that I will always be respected. It would be great if they said, Richard Branson or Oprah.

Management 78

Management Leadership Culture Definition 78

Integrity Solutions

MAY 13, 2021

Now more than ever, the traits of a great salesperson come down to selling principles and behaviors rooted in ethics and integrity. What are the traits of a great salesperson in 2021? Many sales leaders are grappling with this question as they navigate today’s rapidly evolving selling landscape.

Customer Relationships 83

Customer Relationships Sales Customer Centricity 2021 83

Up Your Service

APRIL 1, 2018

Your Service is a global education and consulting company. We help leaders and companies all over the world achieve two primary outcomes: First, improve your customer’s experience – to help you attract customers, keep customers, generate solid business results, and maintain a positive reputation for service.

Customer Experience 69

Customer Experience Culture Customer Expectations Workshop 69

Help Scout

SEPTEMBER 16, 2021

These days it’s easier than ever to outsource customer support, even for small teams that prioritize customer experience and quality. A new crop of companies that specialize in brand-forward customer experience outsourcing for small teams has emerged in the past five years.

Customer Service 97

Customer Service Document Average Handle Time Metrics 97

BlueOcean

AUGUST 21, 2019

Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. Don’t underestimate the power that the physical work environment can have on measurable outcomes like engagement, retention, productivity, and even quality.

Contact Center 159

Contact Center Culture Leadership Engagement 159

Michel Falcon Experience

OCTOBER 23, 2014

Back when I was hustling to become a customer experience consultant and keynote speaker, I spent 1000′s of hours researching how companies become leaders in customer experience. I examined companies like Starbucks and Zappos in awe of how they grew to become a world-renowned, customer focused organization.

2015 154

2015 Competitive Advantage Employee Experience Customer Retention 154

ShepHyken

MARCH 19, 2021

She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. In the wake of International Women’s Day, it’s beyond time to talk about a pivotal issue in customer service: the lack of representation of women in leadership roles. COO at ultimate.ai

Leadership 88

Leadership 2021 Webinar Customer Service 88

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. The State of Remote Work in Contact Centers. Leanne Y.,

Contact Center 69

Contact Center Management 2022 Transportation 69

Stella Connect

OCTOBER 4, 2021

Customer Service Appreciation Week is here. 6 Customer Service Appreciation Week Gift Ideas. 6 Customer Service Appreciation Week Gift Ideas. Subscription boxes are the gifts that keep on giving, with recurring bundles of joy that arrive straight to your employees’ doors or to the office.

Wireless 52

Wireless Customer Service Call Center Connections 52

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

ShepHyken

NOVEMBER 16, 2018

Today, a typical customer expects a prompt response and fast service from any business. How and why has technology changed the way consumers behave? Customers are connected. Are you doing what’s necessary to use innovation and handle the educated customer? Consumers Desires have changed.

Consumers 98

Consumers Technology Blog Chief Customer Officer 98

ChurnZero

NOVEMBER 30, 2023

At our most recent BIG RYG conference , we posed a version of this question in an Oxford-style debate between four customer success leaders, ultimately decided by an audience vote. The question: Will AI replace most of your Customer Success team by 2030? The argument that AI will replace customer success.

Customer Success 52

Customer Success 2030 Management Chief Customer Officer 52

Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. For their part, the managers in our study believe they’ve done a good job supporting their remote customer service teams.

Contact Center 52

Contact Center Omnichannel 2022 Social Media 52

ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. And should you decide you want to dive deeper into a particular topic (you will), you can watch all BIG RYG Virtual sessions on-demand.

Customer Success 98

Customer Success Leadership Sales Chief Customer Officer 98

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. Also, treating customers well is good for employees. So, What Went Wrong with NPS?

NPS 109

NPS Books Net Promoter Score Leadership 109