ShepHyken

SEPTEMBER 26, 2018

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition.

How To 623

How To Automotive Competitive Advantage Customer Service Training 623

Comm100

FEBRUARY 12, 2023

With cost-effective automation from chatbots, schools are improving access to services and providing students with faster and more satisfactory support. With cost-effective automation from chatbots, schools are improving access to services and providing students with faster and more satisfactory support.

Chatbots 173

Chatbots Self Service Resources Social Media 173

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Meeting today’s high customer service expectations can be a challenge. Table of Contents.

Customer Service 203

Customer Service Self Service Chatbots Healthcare 203

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. A strategy. I tend to agree.

How To 378

How To Customer Journeys Culture Training 378

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons. In customer experience, as with any other business endeavor, failure to plan is planning to fail.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons. In customer experience, as with any other business endeavor, failure to plan is planning to fail.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Comm100

AUGUST 10, 2022

In this blog, we’ll look at the top 5 benefits of chatbots in customer service with case studies and data to back it up. With a bot in place, customer service teams can reduce repetitive, low-value work that consumes agent time. Today’s customers expect fast support at any time of day.

Chatbots 206

Chatbots Customer Service ROI Case Study 206

Comm100

DECEMBER 7, 2022

Customer service is always changing, and there’s no better symbol of the shift in today’s customer service than chatbots. The technology driving chatbots has improved drastically in recent years, and organizations are now racing to introduce automation to their customer service.

Chatbots 192

Chatbots Examples Self Service Customer Satisfaction 192

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry. Before joining HotDoc, Agnes spent 4 years at Apple.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Competitive Advantage 208

Competitive Advantage Customer Experience Net Promoter Score Effort Score 208

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Kayako

APRIL 12, 2022

As more and more customer transactions occur virtually, the quality of online help desks and customer service support is becoming an essential differentiator for companies. An estimated 73% of consumers say a good experience is critical in influencing their brand loyalties. Extended support hours.

Case Study 287

Case Study Study Self Service Customer Service 287

ShepHyken

DECEMBER 11, 2023

Top Takeaways: The key to transforming companies into customer-centric organizations lies in adopting a customer experience mindset. Empowering employees to take positive actions that benefit customers can significantly impact team morale and reinforce the company’s customer-centric goals.

Customer Centricity 82

Customer Centricity Culture Tips Loyalty Programs 82

Comm100

MARCH 27, 2023

Higher Education Chatbots – Everything You Need to Know In the competitive world of higher education, providing students with the very best support is key to increasing enrollment, improving student satisfaction, and reducing drop-out. Better still, students are overwhelmingly open to using bots.

Chatbots 161

Chatbots Multi-Channel Knowledge Base Wait Times 161

Customer Bliss

SEPTEMBER 28, 2021

For my whole life (and probably yours), old and dog-eared magazines have been a part of my doctor, dentist and hospital visit experience. The crazy thing about this weird foible in the healthcare experience is that what we seek in those rooms a place of “c-a-l-m.” The most admired companies set their table to honor customers.

Case Study 194

Case Study Study Healthcare Hospitality 194

GetFeedback

SEPTEMBER 18, 2019

A while back, my teammates and I spent hours in a conference room mulling over the concept of effortless experience. Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . Finding no.

Loyalty 257

Loyalty Customer Experience Touchpoint Metrics 257

Comm100

NOVEMBER 13, 2022

The reason for this growth – over 200% in 5 years – is relatively simple. Brands of all industries are beginning to recognize the huge benefits that customer service chatbots can bring to their organization. Chatbots provide exactly this and, now powered by improved technology and AI, consumer acceptance is growing fast.

Chatbots 130

Chatbots Software Self Service Wait Times 130

Steve DiGioia

APRIL 27, 2020

…why some plans fail and 4 methods for continuous improvement. You’ll Never Improve if You’re Married to Your Ideas. I respond by saying, “Why are you married to your ideas? Mistakes Happen married to your ideas. For me to improve, I must find the faults in my system.

Customer Journeys 227

Customer Journeys Hospitality Innovation System 227

CSM Magazine

APRIL 17, 2024

In today’s always on economy, customer experience managers face the challenge of meeting consumer expectations round-the-clock. Enter chatbots – the tireless, automated assistants revolutionizing customer service. But not all bots are created equal.

Chatbots 52

Chatbots Multi-Channel Social Media Customer Confidence 52

Storyminers

APRIL 12, 2021

Since I work primarily in professional services, the hardest thing is knowing what my future clients need. If I don’t know that, it’s hard to position our services and reason for purchase properly. Don’t worry, you’re actually getting the experience you need to be an SME leader in the future.

Leadership 240

Leadership Course Brands Customer Experience 240

Comm100

JUNE 15, 2022

Digital customer engagement is always evolving. Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support. Canadian Blood Services.

Chatbots 197

Chatbots Industry Customer Service Wait Times 197

Comm100

OCTOBER 10, 2022

The life of chatbots in customer service has been turbulent. However, as bot technology has rapidly improved, so too has organizations’ readiness to adopt chatbots in their customer service operations. Staffing has become increasingly difficult in customer service. Reducing repetitive work.

Chatbots 202

Chatbots Self Service Examples Industry 202

Comm100

SEPTEMBER 4, 2022

By making the most of live chat features while working on the human side of live chat interactions, it’s possible to see improved outcomes and deliver superior customer service. With the right mix of automation, communication, and personalization, any agent can provide customers with an outstanding experience.

Customer Service 242

Customer Service Abandon Rate ROI Apparel 242

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. What questions do you include to not only garner responses but also drive your business forward? Effective customer feedback surveys require setting clear objectives, choosing suitable question types (e.g.,

Feedback 113

Feedback Net Promoter Score Effort Score Customer Satisfaction 113

Comm100

MAY 5, 2022

Digital technology has transformed customer expectations in recent years, and the banking industry is now playing catch-up. Live chat is being introduced across the banking industry to offer customers a more flexible way to connect, but there’s still room for improvement. Top 5 benefits of banking AI chatbots.

Chatbots 130

Chatbots Banking ROI Omni-Channel 130

Comm100

FEBRUARY 2, 2022

Does your customer service team have big plans for 2022? With the turbulence of the pandemic now settling down, there’s no excuse not to begin implementing strategies to improve your customer service and support operations. Where should you focus your attention and budget? But where to begin?

Customer Service 130

Customer Service Strategy Omni-Channel Chatbots 130

Retently

AUGUST 3, 2023

“Customers are no longer buying products and services– they are buying experiences delivered via the products and services.” – Gregory Yankelovich In a world where your potential competitors are just a click away, customer experience is the new marketing battleground.

Customer Experience 148

Customer Experience Net Promoter Score Effort Score Social Media 148

AWS Machine Learning

APRIL 16, 2024

Amazon Lex is a fully managed artificial intelligence (AI) service with advanced natural language models to design, build, test, and deploy conversational interfaces in applications. Managing your Amazon Lex bots using AWS CloudFormation allows you to create templates defining the bot and all the AWS resources it depends on.

Management 83

Management Hotels Resources Policies 83

BirdEye

NOVEMBER 30, 2023

While online bookings are still popular, curated travel experiences are also gaining traction. They prefer a relaxed travel experience, focusing more on enjoyment rather than planning. How do you market your travel agency? Know your market Getting the lay of the land will let you know how to compete in the market.

Travel 110

Travel Marketing Social Media Hotels 110

Micah Solomon

OCTOBER 11, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience.

Customer Experience 256

Customer Experience Customer Service Hospitality Hotels 256

Bill Quiseng

SEPTEMBER 10, 2020

“You will be the same person in five years as you are today except for the people you meet and the books you read.” Intent on learning how to “Deliver The World’s Best Customer Experience”, I have read more books by Chip R. Learn more about Chip and his newest book at the end of his post.

Innovation 141

Innovation Financial Study Customer Service 141

Comm100

MAY 20, 2022

Customer service expectations have never been higher. When today’s customers reach out for support, they want support anytime, anywhere, effortlessly. By the end, you’ll understand why live chat is the best CX solution for both customers and businesses alike, and how you can easily set it up within your organization.

Software 180

Software Wait Times Multi-Channel Consumers 180

Magellan Solutions

FEBRUARY 14, 2024

This improves customer satisfaction. Improved customer service – Outsourced centers handle high call volumes extremely efficiently, reducing hold times. Additionally, some centers offer real-time translation services. Patients get 24/7 access while providers leverage time zone differences.

Call Center 98

Call Center Healthcare Company Hospitality 98

Beyond Philosophy

JANUARY 4, 2024

So, without further ado, here are the six learnings from 2023 that I hope help you as we head into 2024, starting with: Learning #1: Accomplishments in your personal and professional life require preparation and luck. So, he had a goal to write a book, and he is, even if it isn’t the one he originally planned to write.

Net Promoter Score 97

Net Promoter Score Effort Score NPS Conference 97

Beyond Philosophy

FEBRUARY 13, 2021

Customers buy habitually, and that’s great when their habit is to buy from you. The problem is sometimes they aren’t buying habitually from you, but instead from your competition. Changing customer habits is essential in this case, and requires a deep understanding of why customers have the habits they do.

Consulting 179

Consulting Government Measurement Customers 179

BirdEye

MARCH 26, 2021

This holds true for your customers. Delivering a positive customer experience will call for efforts, but yield you great returns in the long run. . Customers today have a huge number of choices at hand, and it’s very easy for them to choose a competitor over your business.

Customer Experience 98

Customer Experience Software Customer Satisfaction Wait Times 98

BirdEye

SEPTEMBER 25, 2023

AI in real estate marketing helps businesses by providing data-driven insights, personalized marketing, and 24/7 customer support, enhancing efficiency, and increasing customer engagement for better results. Read our guide on how AI improves your customer experience. 5 – Faster lead nurturing.

Marketing 111

Marketing Social Media Advertising e-support 111