InMoment XI

AUGUST 18, 2022

More than ever before, proving the ROI of customer experience is absolutely vital. And, unfortunately, customer experience programs may fall on the chopping block. To help our customers to do just that, we leverage a philosophy we like to call the “Continuous Improvement Framework.”. to look at cutting discretionary spending.

ROI 557

ROI Customer Experience Webinar Financial 557

Experience Investigators by 360Connext

MARCH 23, 2021

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. Watch out for these sneaky ways typical business methods lead to customer defection. Never dealing with customers. And who can blame you?

Customer Experience 271

Customer Experience Contact Center Metrics Feedback 271

ShepHyken

JUNE 30, 2021

Not long ago I covered six ways to handle angry customers. Often an angry customer and a difficult customer are the same. But that’s not always true. Sometimes difficult customers aren’t angry. This is a follow-up with another half dozen techniques to manage angry and/or difficult customers.

Customers 172

Customers Article Interaction Management 172

Beyond Philosophy

MARCH 15, 2024

You will have a customer crisis. We apologize for being so direct, but the fact is customer crises are inevitable. Most think a customer crisis isn’t going to happen to them or that they will be able to manage it when it does with their business-as-usual approach. They are wrong. Do you have a comprehensive approach?

Presentation 89

Presentation Customer Relationships Customers Communication 89

Experience Investigators by 360Connext

NOVEMBER 16, 2021

A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or chatbots, and how to report on the feedback once it’s gathered.

Feedback 367

Feedback Net Promoter Score Customer Journey Customer Journey Mapping 367

ShepHyken

SEPTEMBER 26, 2023

Someone asked me a question: Sometimes I’m so frustrated when I call a company’s customer service number. I try to be nice, but that doesn’t always work. So that’s my advice for the customer. Now, let’s switch to the business on the receiving end of the customer’s disappointment and anger and discuss the problem.

Customer Service 136

Customer Service Social Media Workshop Customer Service Training 136

ShepHyken

FEBRUARY 12, 2020

What if the worst thing a customer ever said about you was, “I love you!”? Do customers love you even when there’s a problem or complaint? Here are six ways to make customers love you no matter what! Become customer-focused. Customers appreciate knowing and understanding when and why something changes.

Customer Focused 143

Customer Focused Customer Service Training B2B Customers 143

BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver. Do you have a “process” for consistently creating exceptional service experiences?

Customer Service 353

Customer Service Contact Center Hospitality Hotels 353

CSM Magazine

MAY 2, 2024

Attracting customers through different strategies is a constant battle for many businesses, and online gaming is no exception. Since this industry is booming right now, many platforms are offering flashy graphics, hot promotions, and new games to attract customers. Exceptional customer service is what makes the difference.

Customer Service 52

Customer Service Exceptional Customer Service Customer Service Representative Customers 52

Bill Quiseng

DECEMBER 13, 2021

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. What’s better than gaining a new customer? Why Does Customer Service Impact Retention?

Customer Retention 173

Customer Retention Customer Service B2C Customer Service Strategies 173

Beyond Philosophy

MARCH 21, 2024

Listen to the podcast: Sometimes, things go wrong despite your best efforts. Even the most well-managed companies will have things go wrong. So, it’s not a matter of if but when regarding a customer crisis. Too many organizations do not plan for a customer crisis, and I want to change that.

Telecommunications 78

Telecommunications Customer Relationships Communication Workshop 78

Beyond Philosophy

SEPTEMBER 1, 2022

We should not trust our intuition; it’s not always right, only sometimes. Some proponents of intuition suggest that we should rely on our intuition more, that our guts are very wise, and that our lizard brain is very well attuned to what’s happening. Malcolm Gladwell’s book Blink made this argument.

Books 148

Books Connections Leadership Consulting 148

CX Accelerator

OCTOBER 28, 2020

I know this isn’t the original intent of the song, but to me, this points to the importance of listening to our customers — especially those things that frustrate and aggravate — and then learning from those mistakes. We don’t necessarily try to fix the customer but we definitely try to fix the problem for the long term.

Definition 281

Definition Culture Customer Centricity Blog 281

Zeisler Consulting

JANUARY 9, 2024

I don’t do Customer Support or Service. I’m not in “Customer Care” or whatnot. There’s always a bit of a word-shuffle differentiating that, well, yes, all those things are part of a Customer’s Experience, and yes, they do play a huge—and important—part within CX. a failure of CX). Wow, did that strike some people!

Contact Center 93

Contact Center Customer Care Article Brands 93

ShepHyken

NOVEMBER 28, 2023

It was half right. The truth is that as easy as it looks, it’s not easy. The lesson we take from this is that what’s easy for one person is not always easy for another. The lesson we take from this is that what’s easy for one person is not always easy for another. I recently bought a software solution.

Workshop 86

Workshop Advertising Customer Service Training Communication 86

CSM Magazine

FEBRUARY 18, 2021

‘The customer is always right’ is a phrase that is constantly being preached by business experts. After all, it’s the customer who is spending money with you, so it’s the customer who must be treated right. Hire the right people. How true it is! As James Cash Penney, Founder of J.C.

Customer Service 98

Customer Service Insurance Customers Online Experience 98

ShepHyken

JULY 24, 2019

You put the card in the wrong way.” Holding her ground, she said, “Well, you did it wrong.”. In the short time I interacted with this woman, she told me the problem was my fault and I was wrong. In the short time I interacted with this woman, she told me the problem was my fault and I was wrong. The screen read, “Error.

Customer Service Training 128

Customer Service Training Information Customer Focused Customer Service 128

ijgolding

NOVEMBER 22, 2017

I must confirm that the focus of my blog is not switching from Customer Experience to travel! In fact, it will not surprise you, but all of our favourite restaurants in Chester have become so, not just because they always satisfy our taste buds, but because the whole experience never fails to be consistent – consistently excellent.

Travel 151

Travel Customers Social Media Banking 151

Kustomer

DECEMBER 12, 2022

When organizations are considering a chat strategy, there’s a common debate over whether live chat or a messaging app is the right method to use for client communication. Forrester reported that companies saw a 10% increase in the average order value when customers engaged in chat before making a purchase.

Competitive Advantage 98

Competitive Advantage Social Media Communication Measurement 98

ShepHyken

FEBRUARY 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. Why Saying ‘No’ Helps Build Great Customer Experiences by Zach Lipson.

2021 139

2021 Article Customer Service Rewards Programs 139

Beyond Philosophy

AUGUST 27, 2022

Unfortunately, intuition isn’t always right. Key Ideas to Improve your Customer Experience. 15:51 We discuss how you might not always know which kind of environment you are in, kind or wicked, and are often fooled; this video also explains how people get fooled and why. Please tell us how we are doing!

Books 141

Books Consulting Financial Customer Experience 141

ShepHyken

AUGUST 22, 2023

One of the most powerful customer service and CX tactics is personalization. When personalization is used correctly, customers feel as if you recognize them. For example, if you’ve ever talked to a customer service agent who uses your name repeatedly to the point that it seems disingenuous, the effort to personalize fails.

Workshop 62

Workshop Customer Service Training Customer Service Connections 62

ShepHyken

NOVEMBER 28, 2023

It was half right. The truth is that as easy as it looks, it’s not easy. The lesson we take from this is that what’s easy for one person is not always easy for another. The lesson we take from this is that what’s easy for one person is not always easy for another. I recently bought a software solution.

Workshop 67

Workshop Advertising Customer Service Training Communication 67

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. It should be among your key strategies and always part of your playbook. How Do You Identify Top Customer Service Talent?

Contact Center 88

Contact Center Measurement 2022 Culture 88

Win the Customer

MAY 4, 2015

We’re all heard the saying ‘The customer is always right’, but is that true? Well, it can’t be true because in fact the customer can often be wrong. However, what IS true is that ‘The customer is always the customer’; and regardless of the fact that he might be blatantly wrong, he is still your […].

Brands 145

Brands Customers Communication Customer Service 145

Beyond Philosophy

SEPTEMBER 2, 2023

We can always tell whether something is a good or bad deal. Knowing that customers have different ways they evaluate your pricing that are sometimes inaccurate shouldn’t upset you, though. There are three basic ways that customers evaluate your prices. Since we don’t always do the math, it works.

Reference 78

Reference Retail Presentation Consumers 78

SurveySensum

MAY 6, 2024

It involves knowing your niche, finding the target audience, and devising the right strategies to cater to their needs, etc. Having a strong personal brand is necessary if you want to be recognized as an authority in your field. To avoid this, investing time and effort into shaping your personal brand is essential.

Brands 52

Brands Social Media Leadership Blog 52

Beyond Philosophy

AUGUST 27, 2020

Many decisions that we make in life are subjective, without a “right answer.” However, when you don’t provide it with time, sometimes we emphasize the wrong information, which results in less than optimal decisions. We discussed Focalism in a recent podcast and how it works in our decision-making.

Information 168

Information Consulting Customer Experience Books 168

Kustomer

OCTOBER 20, 2022

Over the course of history, the typical support interaction has involved a customer reaching out to a business, typically by phone, and waiting in a support queue in the event of something going wrong. Have Robust Self-Service Tools in Place for Customers. Implementing Proactive Support. Rectify Issues Before They Happen.

Events 98

Events Consumers Social Media Loyalty 98

Help Scout

JUNE 8, 2021

Still, using AI chatbots for customer service makes plenty of sense. Whatever piqued your interest, there are some excellent reasons to consider using AI chatbots: Handle more customer service requests without adding new staff members: If a growing customer base is putting pressure on your team, an easily scalable AI is a tempting option.

Document 144

Document 2021 Technology Information 144

Experience Matters

AUGUST 7, 2018

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. CX Myth #1: The Customer Is Always Right What’s Wrong: Like all human beings, customers aren’t always right. What You Read More.

Customers 98

Customers Customer Experience 98

ShepHyken

MAY 10, 2023

There is a massive benefit to empowering employees to “break the rules” for their customers. And what I mean by “breaking the rules” is to consider what you can do for a customer outside of the norm that doesn’t cost the company money, isn’t illegal or immoral, and won’t hurt “business as usual.”

Customer Service Training 64

Customer Service Training Workshop Travel Retail 64

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. It was about finding solutions for a customer and finding their pain points ”. A pproach customers with a personalized warm welcome.

Customer Service 136

Customer Service E-support Customers Sales 136

Eptica

FEBRUARY 19, 2019

Date: Wednesday, February 20, 2019 Author: Guest author: Shep Hyken Earn Your Customers’ Trust, And Loyalty Will Follow. Author: Guest author: Shep Hyken Do your customers trust you? If you have an ongoing business relationship, customers will come to feel that they are getting to know you – and that you are getting to know them.

Loyalty 109

Loyalty 2019 Customers 2018 109

Bill Quiseng

MAY 10, 2023

So I encourage you to remind yourself and your colleagues every day about each one of these 25 QUI QUOTES about customers and customer service. FIRST BEST First, be the best to your customers. When it comes to customers and customer service, don’t be just good. Customer service excellence is not an attitude.

Customer Service 78

Customer Service Social Media Loyalty Customers 78

Beyond Philosophy

AUGUST 22, 2020

Without the guide of “right” and “wrong” to direct us, we weigh the pros and cons and do the best we can. However, our brains can thwart our best efforts for an optimal outcome by focusing on the wrong things. THIS is the Big Reason You Make Mistakes. We make a lot of subjective decisions. Key Takeaways.

Consulting 135

Consulting Information Customer Experience Management 135

Solvvy

APRIL 11, 2022

People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers? ” REFRAME. Psychological Priming.

Webinar 91

Webinar Customers Customer Service Customer Confidence 91