ShepHyken

JANUARY 8, 2018

This particular article focuses on retail, but there is plenty of insight for B2B type businesses as well. Forbes) After years of focusing on improving the customer experience, businesses are now turning attention inward as employee experience (often referred to as “EX”) moves toward the top of executive priority lists.

Customer Service 0

Customer Service Retail Contact Center Competitive Advantage 0

ShepHyken

JANUARY 13, 2020

(Retail TouchPoints) How you handle customer complaints often determines if you build or lose relationships with busy shoppers. This is especially true online where retailers often rely on remote contact center agents to resolve things. Here are some very good ideas on how to manage an unhappy or complaining customer.

Customer Service 93

Customer Service Retail Customer Journeys B2C 93

ShepHyken

DECEMBER 12, 2016

Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. We Asked, Zappos Answered: Tracking Contact Center Metrics, Omni-Channel & Chatbots by Sharpen. For information contact or www.hyken.com. by Tara Thomas. Follow on Twitter: @Hyken.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

ShepHyken

MAY 8, 2017

FCR) I recently flew on one of the major airlines and observed many opportunities for improvement (a phrase we like to use in contact centers). By the way, these align with the things we expect from our colleagues at FCR on every customer interaction. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service 81

Customer Service Airlines Contact Center Conference 81

ShepHyken

APRIL 25, 2022

So how is it that some brands manage to rise above the rest and maintain customer loyalty, time and time again? My Comment: Every customer wants these five “consumer need states,” which is just a fancy way of saying “desires.” B2B customers have the same needs/desires. And these are not limited to retail consumers.

Customer Service 64

Customer Service Loyalty Programs Loyalty Competitive Advantage 64

ShepHyken

SEPTEMBER 20, 2021

How To Find A Balance Between Automation And Empathy In Customer Service by Murph Krajewski. Forbes) As employees seek more flexibility, contact centers — which are notorious for rigid, demanding job descriptions — could be at high risk of losing employees. And that leaves operational leaders like you in a pinch.

Customer Service 17

Customer Service B2B B2C Contact Center 17

ShepHyken

SEPTEMBER 30, 2019

Therefore, you need to devise engagement strategies that would keep the existing customers engaged and make them the best advocates of your brand. My Comment: Customer engagement is important for all business, but often B2B organizations don’t take advantage of it the same way consumer brands do. Follow on Twitter: @Hyken.

Customer Service 17

Customer Service Contact Center eBook NPS 17

ShepHyken

MARCH 20, 2023

Tomas Hult is a member of the ACSI team and researches thousands of companies and analyzes millions of data points and customer interactions. Will ChatGPT Replace The Contact Center Agent? My Comment: Jim Tincher is a customer experience expert who focuses on B2B. Follow on Twitter: @Hyken

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12

ShepHyken

NOVEMBER 7, 2022

Consumers these days expect more from the companies they patronize, from elevated customer experiences to more personalized attention. Meanwhile, companies’ business-to-business relationships have undergone a similar transformation, as B2B customers are expecting more from the companies they work with.

Customer Service 14

Customer Service Financial Loyalty Tips 14

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience. During his 12 years with Forrester Research, Bruce led the company’s B2B, financial services, and customer experience practices. For 5 years, Lynn led the world’s first global study of B2B CX practices.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience. During his 12 years with Forrester Research, Bruce led the company’s B2B, financial services, and customer experience practices. For 5 years, Lynn led the world’s first global study of B2B CX practices.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

JULY 13, 2020

You may like some or all – and you may have some to add to the list – but it will be hard to argue that what’s on this list couldn’t help any organization, big or small, be better aligned with their customers’ needs. My Comment: How can you improve the customer experience in a contact/support center?

Customer Service 56

Customer Service Customer Centricity Omni-Channel Contact Center 56