Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

Analysis 423

Analysis Data How To Customer Centricity 423

Lumoa

JANUARY 27, 2023

This is especially true when it comes to serving your customers. Customer service in the 21st century is not just the prerogative of one specific department but of every business process, role, and philosophy. This article looks at how customer service can be optimized for better results. So what can be done?

Customer Journeys 208

Customer Journeys Customer Experience Customer Service Touchpoint 208

GetFeedback

MAY 5, 2019

Or would you stay loyal to your old mobile phone provider if you knew they offer 24/7 support for delightful customer service? Apart from expecting products whose quality matches the prize, customers for years now also expect to find the service providers exactly when they need them. Business example: Apple Support. .

Sales 277

Sales Loyalty Programs Social Media Policies 277

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 341

Customer Service e-support Self Service Customers 341

Steve DiGioia

APRIL 17, 2023

We were refunding money back to customers for mistakes that could have been avoided. Does he lift a finger to help when you’re busy? Then, little by little, one good team member quits. Complaints abound. appeared first on Steve DiGioia Customer Service Blog. I was pissed off too. Service suffered.

Course 147

Course How To Sales Communication 147

Beyond Philosophy

MARCH 21, 2024

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. To that end, I have five rules to handle a customer crisis. Many of the principles we use to manage a customer complaint apply in this planning and building of a crisis process.

Telecommunications 78

Telecommunications Customer relationships Communication eBook 78

ShepHyken

MAY 19, 2017

Berk about the importance of responding quickly to customer comments and reviews. Ask your customers to post online reviews. When providing customer service, speed saves relationships. When a customer writes a complaint online, review, tweet, post, etc., But only 8% of customers believe they are.

Social Media 73

Social Media Customer Service Consulting Customer Experience 73

Beyond Philosophy

NOVEMBER 11, 2021

Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. The 5 Rules for improving the customer complaint process are: Read between the lines. Embrace customer complaints. Empathize with the customer.

Policies 153

Policies Insurance Call Center Financial 153

ShepHyken

AUGUST 30, 2019

This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle. While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value.

Loyalty Programs 103

Loyalty Programs Loyalty Lifetime Customer Poor Customer Service 103

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. Of course, this is with good reason. Think about it – your customer-facing employees, such as your agents, are your customer experience frontline.

Omni-Channel 94

Omni-Channel Feedback Customer Experience Data 94

Comm100

MAY 10, 2018

If you work in customer service, chances are you know the signs of a complaining customer. Nobody likes a complaining customer, yet it’s something that every organization has to deal with. Complaining Customers Care. If there is one thing that can be said about complaining customers, it’s that complaining customers care.

Customers 200

Customers eBook Policies Customer Service Training 200

BirdEye

NOVEMBER 27, 2023

What’s that one thing every business must face, even when they don’t want to? It is dealing with difficult customers. When customers are hard to deal with, the saying “the customer is always right” matters more than ever. This blog isn’t about turning every customer into a lifelong friend.

Examples 110

Examples Tips How To Social Media 110

CSM Magazine

JANUARY 24, 2024

No matter what business you have, you’re going to need some form of customer service. It’s the only way to ensure that your customers are getting the assistance they need. We’ll be taking a look at why customer service is necessary and what kinds of customer service can be offered for the iGaming industry.

Industry 59

Industry Customer Service Customers Feedback 59

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Many executives are interested in improving and understanding customer experience. They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Lumoa

APRIL 21, 2022

Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. What will your answer be? I can almost picture the scene.

How To 208

How To Self Service Banking Customer Satisfaction 208

ShepHyken

JANUARY 12, 2018

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. Check out our thoughts on customer focus. We often get questions and comments on delivering great customer service and experiences. Not my error.

Customer Service 94

Customer Service Policies Customers Customer Experience 94

ShepHyken

APRIL 13, 2018

This week we feature an article by Jaime Bailey who explains why your company is best served by considering every possible source of insight about customer behavior, goals, and expectations, and implementing the tools that most effectively serve your needs. – Shep Hyken. Before Soliciting Feedback.

Contact Center 82

Contact Center Customer Journeys Feedback Tools 82

LiveChat

JANUARY 3, 2019

Yet another year has passed, you’re a year older person, but it’s a good thing! It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog.

Case Study 59

Case Study Chatbots Study Tips 59

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

customer sure

NOVEMBER 11, 2014

In the last few weeks you might have noticed that we’ve changed course on our blog strategy. People whose businesses are thriving on great customer service. So far we’ve uncovered fantastic advice from two companies dedicated to delivering outstanding customer service. Our initial blogging strategy.

Strategy 91

Strategy Resources Feedback Metrics 91

Retently

MARCH 29, 2023

Tesla is a definite leader in NPS® benchmarks, taking into account that anything above 40 is still considered a very good score in the auto industry. So how does the world’s NPS leader achieve such a high level of customer satisfaction? It reduces distribution costs and provides customers with greater convenience.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

ShepHyken

JANUARY 11, 2019

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback.

Examples 92

Examples Feedback Strategy NPS 92

Beyond Philosophy

JUNE 12, 2017

Our complaining is all in good fun – we actually enjoy both locales. Complaining can also affect your business. We witness it all the time in our customer experience consultancy. We see complainers among front-facing employees when we use customer mirrors to analyze the experience from the customer’s viewpoint.

Consulting 150

Consulting eBook Retail Customer Experience 150

Vonage

SEPTEMBER 8, 2017

Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes. It’s therefore not surprising that many businesses have concerns about social media customer service.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

e-support 64

e-support eBook Chief Customer Officer B2B 64

BirdEye

OCTOBER 12, 2023

Online reviews heavily influence a consumer’s decision to buy from your business. By generating personalized responses and continuously monitoring feedback, businesses can mitigate the damage caused by negative customer reviews and use them as catalysts for improvement. Table of contents What is a negative customer review?

Feedback 59

Feedback Consumers Customers User Experience 59

Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. Last February, the Harvard Business Review (HBR) published, “ Why is Customer Service so Bad?

Customer Service 188

Customer Service Consulting Wait Times Customers 188

ProProfs Chat

DECEMBER 28, 2020

If you’ve heard such customer concerns lately, then it means they’ve been through a bad customer service experience with your brand. It’s not like you wanted this, but let’s face it that your customers may come up with such complaints even in the future. What are Customer Complaints?

How To 94

How To Knowledge Base First Call Resolution Customers 94

ReviewTrackers

MARCH 3, 2021

Is your business or brand well-known online? What kind of content appears on search engine results pages, review sites and social networks whenever your business or brand name is being searched? Like PageRank, bookmarks can serve as a good indicator of how many people trust your brand or business. Google PageRank.

Metrics 123

Metrics Measurement How To Social Media 123

Uniphore

DECEMBER 7, 2021

Customers may still flock to big online retailers and avoid brick-and-mortar establishments. customer service to adapt. with some creativity and a lot of data insight, retail customer experience (CX) leaders can overcome many of these holiday season challenges.? But CX leaders can do more for customers beyond the transaction.

Retail 130

Retail Omni-Channel Policies Customer Service Representative 130

Velaro

DECEMBER 22, 2015

This guest blog was written by mplcontact, a UK based contact centre solutions provider. Many a moment of business well-being has been tarnished with the news of a complaint being lodged against you by an unsatisfied customer. This is fundamental in providing a good response to a complaint. Deploy empathy.

Customer Service 113

Customer Service Resources Customer Experience Company 113

CSM Magazine

FEBRUARY 15, 2022

Customer service is one of the most important aspects of any business. If you don’t have good customer service, you will lose customers in no time. In this article, we will discuss 10 ways that online casinos can give great customer service! Offer Incentives for Loyal Customers.

Customer Service 52

Customer Service Tourism Social Media Banking 52

Feedbackly

AUGUST 3, 2023

But, a good feedback management process can make a positive difference in a brand. The customer feedback loop is a strategy for improving customer experience using user reviews. It is a very effective way of collaborating with your customers to identify and solve problems while showing accountability, effort, and respect.

Feedback 98

Feedback Survey Analytics Customers 98

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67

Call Experts

FEBRUARY 16, 2023

When it comes to running an HVAC business, managing customer calls can be a challenge without HVAC answering services. This is especially true during the busy seasons. However, partnering with a professional answering service can help you manage your call volume, ensure customer satisfaction, and ultimately grow your business.

Training 52

Training Exceptional Customer Service Customer Satisfaction Analytics 52

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. I wondered how I did that.

Net Promoter Score 171

Net Promoter Score Company Customer Centricity Airlines 171

Comm100

NOVEMBER 8, 2017

When 67% of consumers turn to social media for customer service support, and 87% of customers indicate that these interactions positively impact their buying decisions, integrating social media into your customer service support strategy becomes a no-brainer. Be Proactive About Social Media Complaints.

Social Media 119

Social Media Customer Service Marketing eBook 119