Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. These blogs are powerful resources to keep you up to date on the ever-changing CX industry. Denise is a skilled speaker, author and brand leadership expert.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

InMoment XI

SEPTEMBER 27, 2023

NPSx by Bain & Company and InMoment recently released the State of CX: UK Consumer Trends Report , an in-depth analysis of customer perceptions on brand experiences across multiple industries. In this blog, we will delve specifically into the UK insurance industry. What’s the Score for Insurance Brands?

Insurance 260

Insurance NPS Net Promoter Score Loyalty 260

InMoment XI

JULY 18, 2022

In our last blog about creating an excellent food service customer experience (CX), we talked about how vital customer reviews are to growing your business (and how your customer experience plays a pivotal role in making sure your reviews are positive). . 1: Leveraging Customer Feedback in Operations.

Feedback 492

Feedback Culture eBook Training 492

Comm100

DECEMBER 8, 2020

For instance, 8 out of 10 customers report engagement with a chatbot as positive. To get more information, they will need to click a lot of ‘more info’ buttons or read blog posts. Still, wondering how a chatbot can positively influence customer satisfaction and resulting sales? No one likes a brand that’s stuck in the past.

Chatbots 133

Chatbots Customer Satisfaction Customer Service Representative Social Media 133

InMoment XI

FEBRUARY 29, 2024

When it comes to SEO and local SEO, there is not an exact list of everything you need to do to rank in the top positions. The business owner would then create localized content such as blog posts about upcoming local events where they will be showcasing their products. How Does Local SEO Work? How Long Does a Local SEO Strategy Take?

Tips 260

Tips Strategy Case Study Social Media 260

ShepHyken

SEPTEMBER 15, 2017

Brands are looking to AI to ramp up their marketing activities , taking what was once viewed as a science fiction fantasy and integrating it as a useful tool. AIM will allow brands to dive deep the realm of keyword search, blogs, customer surveys, social media profiles and all sorts of other online data. Final Thoughts.

Customer Engagement 193

Customer Engagement Engagement Marketing Fashion 193

InMoment XI

AUGUST 15, 2022

Retail brands’ primary objective used to be providing a great product , but as competition heats up and consumer expectations grow more complex, retailers need to find new, bolder ways to stand out from the crowd. Brands that focus only on one aspect of the experience are missing a huge opportunity.

Retail 529

Retail Customer Experience Airlines Hotels 529

InMoment XI

APRIL 23, 2024

In this blog post, we’ll explore how your organisation can take the smartest actions, the final piece of the puzzle of our Integrated CX approach. AI-driven solutions revolutionise competitive analysis by providing a comprehensive overview of your positioning within the broader competitive landscape on a brand level.

Social Media 260

Social Media Analysis Feedback Loyalty 260

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. What is brand advocacy? Customers service training ideas for better brand advocacy. Use positive body language and engage with customers.

Customer Service Training 151

Customer Service Training Training Brands Customer Service 151

ShepHyken

MAY 31, 2019

If we were to inquire as to the last time you had an exceptional experience as a customer it wouldn’t likely take you long to describe the lasting impression made upon you by a brand and how pleased you were with the outcome. Same goes for a poor experience and how badly it turned you off from that company, brand or product.

Customer Experience 116

Customer Experience Touchpoint User Experience Feedback 116

ShepHyken

APRIL 5, 2019

The latest chatbots aren’t just there to answer questions; they can organize the often-complicated customer journey into a seamless and customised cycle, allowing brands to engage with their customers in a more impactful way. For many modern brands, chatbots represent the first step in a move to digital agility and transformation.

Chatbots 114

Chatbots Customer Experience Contact Center Ecommerce 114

ShepHyken

FEBRUARY 22, 2019

This week we feature an article by Stacy Sherman who reminds us that brands must not compete on price alone and shares a great story to illustrate this point from Stacy’s Pita Chips. – Shep Hyken. To no surprise, this experience left a positive impression on me. Think about that example for a moment.

Hotels 107

Hotels B2C Loyalty B2B 107

ShepHyken

AUGUST 2, 2019

No matter the significance of your job and the size of your business, professionalism is always a positive thing. This might seem like common sense, but many people ignore brands with rude employees. Having a positive attitude and trying to solve problems makes a big difference. Know your stuff. Be respectful.

Customer Service 110

Customer Service Training Customers Tips 110

ShepHyken

NOVEMBER 29, 2019

This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. Support experience, overall experience, company culture, quality of product/service, are the major factors that decide how your brand makes the customer feel. And you know what that means?

Technology 130

Technology Customer Experience Social Media Multi-Channel 130

ShepHyken

AUGUST 25, 2017

Exclamation points can work well for positive situations. #3: 3: Ensure your chatbot aligns with your brand. View a chatbot as an extension of your brand — it’s the first interaction many consumers will have with your company! Use language that fits your brand. Use your brand’s colors.

Chatbots 146

Chatbots Customer Service Tools Poor Customer Service 146

Comm100

APRIL 2, 2024

A higher CSAT score not only reflects happier customers but also drives loyalty, positive word-of-mouth, and increased revenue potential. In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do.

Strategy 224

Strategy How To Wait Times Customer Satisfaction 224

BirdEye

DECEMBER 5, 2023

In this blog, we will explore the world of reputation management for businesses. It’s not just about fixing problems when they pop up; it’s more about actively building a positive image for your company. Explore more on this in our detailed blog about real estate reputation management. That’s almost everyone!

Brands 110

Brands Management Social Media Analytics 110

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies.

Trends 195

Trends Innovation Customer Service Omni-Channel 195

BirdEye

NOVEMBER 28, 2023

In this blog, we’ll explain how to create a fool-proof restaurant reputation management process and build a 5-star online reputation. In the best-case scenario, such chatter can create a positive buzz around your business. Positive reviews directly from satisfied customers bring credibility no self-promotion can replicate.

Tips 109

Tips Management Social Media Feedback 109

ShepHyken

OCTOBER 25, 2019

This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. Make sure the environment is positive and encourages growth. Make sure you are positioning yourself for success!

Call Center 76

Call Center Leadership Contact Center e-support 76

ShepHyken

APRIL 12, 2019

Many of these employees were tasked with challenging customer-facing positions. Even where seasonal help spends most of their time in non-customer facing positions, they will inevitably interact with customers. Joel Gottesman is a practicing attorney, customer service enthusiast, husband, father, and admirer of customer-centric brands.

Customer Service 107

Customer Service Tourism How To Retail 107

ShepHyken

NOVEMBER 16, 2018

Social networking sites and live chat puts you directly before your customer; you can’t forfeit your customer to keep up your brand position. As a matter of fact, when you don’t react to a question, you harm your brand reputation since that data is available to a great many people.

Consumers 95

Consumers Technology Chief Customer Officer Social Media 95

Avaya

JUNE 9, 2016

Trying to be positive, I texted back that they were okay, but that he might want to consider another shoe or even another brand. Interestingly, he declined and said he would wait for his favorite manufacturer to issue another new shoe—he has bought the same brand for years and wouldn’t even consider another one.

Brands 40

Brands Customer Experience Social Media e-support 40

BirdEye

NOVEMBER 21, 2023

This blog stands apart as a non-overwhelming guide, no-fluff, just actionable insights, offering a streamlined approach to interior design marketing. Explore diverse content formats such as joint blog posts, Instagram takeovers, or collaborative design projects.

Marketing 111

Marketing Social Media Advertising Tips 111

BirdEye

JANUARY 25, 2024

But constantly compiling positive excerpts and turning them into tailored social media posts is hugely labor intensive. In this post, we’ll cover how automating your review sharing can help you generate buzz for your brand across social networks. This dilutes brand recognition and risks confusing followers.

Social Media 110

Social Media Brands How To Multi-Channel 110

BirdEye

NOVEMBER 30, 2023

Today, when feeling relatable and personalizing each communication is a priority for brands to offer an exceptional customer experience , using social media reputation management to your advantage can be incredibly beneficial. Why social media reputation is essential for brands? Why social media reputation is essential for brands?

Social Media 116

Social Media Management Guidelines Brands 116

BirdEye

DECEMBER 8, 2023

We live in a world where one tweet, review, or post can tip the scales for your brand. It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business. In the fast-moving online world, keeping up with what people think and say about your brand is a big challenge.

Strategy 116

Strategy Management Social Media Brands 116

Joe Rawlinson

JANUARY 22, 2024

Building local brand awareness is just as important as creating a strong online identity. Local brand awareness is particularly important for smaller businesses that are trying to grow in their chosen industries. However, it’s something that every brand can benefit from and should think about.

Brands 78

Brands How To Sports Social Media 78

Daniel Group

APRIL 18, 2024

If you reflect on your own positive experiences, many of them likely arose from the effectiveness of communication. In this blog, you will learn how enhancing your communication strategies will improve your CX significantly. Conversely, creating a Promoter customer takes numerous positive experiences over time.

Communication 98

Communication Strategy NPS Net Promoter Score 98

ShepHyken

JANUARY 11, 2019

This process shouldn’t be different for a large company that receives thousands or hundreds of thousands of positive feedback pieces each year. Positive feedback can also be used in a meaningful way. People are already saying that they are advocates of your brand. Next time I ran an event, I ordered 250 cupcakes from her store.

Examples 92

Examples Feedback Strategy NPS 92

ShepHyken

SEPTEMBER 28, 2018

One or a combination of the digital strategies mentioned here will lay the groundwork for a highly engaged workforce and positive outcomes for the business over time. Read Shep’s latest Forbes Article: Dreamforce Recap: Five Ways To Create Brand Advocates.

Employee Engagement 106

Employee Engagement Engagement Software Technology 106

ShepHyken

APRIL 26, 2019

Wish to inspire a step-change in how customers interact with your brand digitally ? Recent research has acknowledged that, yes, strong branding is influential in buying decisions, but so is relevance. Many brands are stung by the struggle of creating products or processes that do not align with customer needs.

Chatbots 85

Chatbots NPS Technology Brands 85

ShepHyken

OCTOBER 27, 2017

When the topic of customer service comes up, the most common associations aren’t typically positive ones. Over the years, brands have experimented with a variety of methods to most effectively serve their customers. The post Guest Blog: Empathy – What Your Customer Service Strategy Is Missing appeared first on Shep Hyken.

Customer Service Strategies 83

Customer Service Strategies Strategy Customer Service Hotels 83

ShepHyken

MAY 18, 2018

Advertising and marketing your brand is costly, and it’s never certain whether these efforts will attract enough new customers to justify the cost of expensive advertising. Never underestimate the value of a customer base that is loyal to your brand, though. Attracting new customers can be expensive. The Experience.

Loyalty Programs 79

Loyalty Programs Advertising Loyalty Brands 79

BirdEye

OCTOBER 16, 2023

In fact, your business’s local search engine optimization (SEO) reputation signals search engines about your brand. SEO reputation management is equal to your business having a positive online presence, especially on the first page of SERPs. 81% of consumers search online before physically going into a store.

Strategy 110

Strategy Management Brands Video 110

ShepHyken

DECEMBER 9, 2016

This week on our Friends on Friday guest blog post my colleague, Stephan Delbos, writes about the importance of doing more than satisfying customers, you must delight them. Remember the days when “another satisfied customer” was the greatest mark of success for any brand? What’s your favorite brand and why? Shep Hyken.

Customer Satisfaction 48

Customer Satisfaction Net Promoter Score Loyalty Connections 48

ShepHyken

MARCH 15, 2019

It’s all part of the critical need to deliver an overall positive retail customer experience that gives shoppers a reason to come into the stores instead of just surfing online. Chain brands need to standardize customer experiences across locations; the look and feel of stores should be the same no matter which one a customer visits.

Customer Service 73

Customer Service Management Retail e-support 73