ViiBE Blog

SEPTEMBER 11, 2020

The COVID-19 crisis has massively disrupted the retail sector making remote customer service and satisfaction increasingly essential to provide. Both customers and companies are adapting to find new ways to resolve after-sales issues and effectively collaborate from a distance. How are customers feeling?

Customer Service 52

Customer Service Self Service Omni-Channel How To 52

ViiBE Blog

SEPTEMBER 11, 2020

The COVID-19 crisis has massively disrupted the retail sector making remote customer service and satisfaction increasingly essential to provide. Both customers and companies are adapting to find new ways to resolve after-sales issues and effectively collaborate from a distance. How are customers feeling?

Customer Service 52

Customer Service Self Service Omni-Channel How To 52

Steve DiGioia

MAY 15, 2023

If you’re in a leadership role, you should know by now that your customers are always evaluating your every move. Your position of power comes with a responsibility to deliver the best possible service and products to your customers. That’s right, your every move. In fact, it’s quite the opposite.

Customer Satisfaction 182

Customer Satisfaction Social Media Loyalty Feedback 182

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Project/Program Management.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. I hold nothing back.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

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

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. consumers by Qualtrics, a customer’s feelings were found to be the biggest driver of consumer loyalty.

Trends 195

Trends Innovation Customer Service Omni-Channel 195

ShepHyken

NOVEMBER 22, 2019

This week we feature an article by Robert Occanyan who shares what successful customer support teams are doing to deliver an exceptional customer experience. . Here’s an important fact that customer support teams should always remember—people are more likely to remember negative experiences over positive ones.

Exceptional Customer Service 139

Exceptional Customer Service Multi-Channel Communication Customer Care 139

Comm100

DECEMBER 18, 2023

Generative AI stands out as a groundbreaking development this year, showing particular promise in the realm of customer service. This blog post delves into this question, offering a straightforward explanation of Generative AI and how it really works. How Does Generative AI Work? Find out more about Comm100.

Chatbots 130

Chatbots Training Customer Satisfaction Technology 130

ShepHyken

OCTOBER 27, 2017

This week we feature an article by Tim Fujita-Yuhas that discusses the importance of empathy when using new technology for customer service. He looks at the next generation of texting, known as RCS (Rich Communication Services), which I think will become a very valuable tool. – Shep Hyken.

Customer Service Strategies 83

Customer Service Strategies Strategy Customer Service Hotels 83

Comm100

JUNE 25, 2020

It all begs one question, “How do customer service agents speak to customers during these sensitive times?”. Empathy statements are a good start, but companies have huge platforms to utilize. And there are plenty of mistakes a customer service team can make on social media. You can find her on LinkedIn.

Customer Service 130

Customer Service Social Media Policies Consumers 130

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

ClientSuccess

FEBRUARY 14, 2023

Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. What is empathy? Customers want to feel heard, understood, and supported – and empathy helps customer service teams meet those needs.

Customer Success 80

Customer Success Customer Journeys eBook Exercises 80

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. Remember customer service training is not something you di, it’s something you do. – Shep Hyken. Use positive body language and engage with customers.

Customer Service Training 151

Customer Service Training Training Brands Customer Service 151

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?

Software 182

Software Chatbots Customer Service Knowledge Base 182

BlueOcean

DECEMBER 21, 2020

In our world of customer care, empathy has always been the cornerstone, the key to happy customers and happy clients. When 2020 came along and turned the world upside down, empathy became simply priceless. With a recent book and regular blog posts, she’s definitely someone to pay attention to in the business world.

Customer Care 156

Customer Care Connections Customer Service Engagement 156

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. In fact, nearly t wo-thirds (65%) of potential customers want to reach brands by phone. Consumers Demand Immediate Connection. Many companies are well aware of this, of course.

Connections 117

Connections Customer Centricity Consumers Culture 117

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). In this blog post, we’ll answer all these questions and more.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

ShepHyken

FEBRUARY 23, 2018

This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. Where was the empathy? It made me want to scream. Where was the humanity?

Customer Satisfaction 92

Customer Satisfaction Exceptional Customer Service Employee Experience Employee Engagement 92

Uniphore

NOVEMBER 19, 2021

By Jeannie Walters The future of customer experience is exciting in many regards, but what’s happening around low code/no code opportunities is downright fascinating. I had the privilege of interviewing Umesh Sachdev, CEO of Uniphore, and Yochai Rozenblat, former CEO of Jacada, soon after the acquisition of Jacada was finalized.

Customer Experience 264

Customer Experience Self Service Contact Center First Call Resolution 264

Steve DiGioia

NOVEMBER 11, 2019

Great service is comprised of many parts and each must be present to create the experience every customer desires. Training for the needed service skills is an essential foundational aspect of great service in any industry. Most businesses follow service standards and guidelines that are specific to their industry.

Training 231

Training Guidelines Industry Examples 231

Lumoa

NOVEMBER 30, 2022

Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Now, technologies such as AI and machine learning are driving highly personalized customer experiences.

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. In general, technology is augmenting —not replacing — the employee.

Contact Center 110

Contact Center Self Service Banking Airlines 110

Uniphore

JUNE 22, 2021

You listen to your customers on social media. Do you listen to your customer service employees? Lean in and learn why we should listen to our customer service employees if we truly cared about customer experience. We did…You’d be amazed at what we found, or will you? Check it out!

Call Center 219

Call Center Self Service Social Media Contact Center 219

Comm100

OCTOBER 25, 2017

Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around the internet.

Customers 312

Customers Customer Service Ecommerce eBook 312

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. Time to start planning for your 2019 customer experience initiatives. Would you consider that a great customer experience?

Customer Experience 92

Customer Experience Contact Center Airlines Average Handle Time 92

Uniphore

NOVEMBER 18, 2021

However, when you consider that emotions are central to customers’ decision-making processes, a data-driven tool that can help you understand how customers truly? capable of scanning a person’s face to monitor their responses for levels of dependability, empathy, nervousness and truthfulness. customer sentiment ,?with

Roadmap 162

Roadmap Call Center Policies Brands 162

ShepHyken

AUGUST 16, 2019

Communicating clearly and effectively is key when working with customers. Clarity will help your team minimize confusion and assist customers fast and more successfully. Card pieces is an easy game that helps develop negotiation skills and improve understanding and empathy. Hugh Beaulac, ? MC2 Bid4Papers ?. Crazy Comic.

Communication 86

Communication Training Groups Tips 86

GetFeedback

JANUARY 21, 2020

However, there is huge potential for how AI can change and improve the customer experience (CX). Experts in the field expect AI to become an essential aspect of customer interaction that is beneficial for both the business and the customer, improving satisfaction and loyalty. Artificial Intelligence in customer service.

How To 195

How To Self Service Chatbots e-support 195

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. How does it benefit organizations and customer experience?

Customer Service 187

Customer Service Chatbots Technology Interaction 187

NICE inContact

JULY 19, 2019

Great things require patience and development, and the same goes for digital customer service. It’s easy to integrate the right digital customer service solution, but taking full advantage of it requires a real adaptation to communicating with digital customers on social channels.

Customer Service 150

Customer Service Contact Center Social Media Omni-Channel 150

Steve DiGioia

MARCH 25, 2020

So many others are sharing their stories or suggestions on how they’re coping with the isolation and fear of the unknown that it seemed petty for me to still write about customer service tactics when most businesses aren’t even open – and some may never reopen because they couldn’t withstand the revenue losses during the imposed shutdowns.

Hotels 262

Hotels Course Leadership Financial 262

Call Experts

APRIL 8, 2024

In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent. As Zendesk explains, 60% of customers have a higher standard of service than in the past.

Call Center 52

Call Center Net Promoter Score NPS Average Handle Time 52

Uniphore

NOVEMBER 17, 2021

Attributes 526% Revenue Growth to Massive Enterprise Demand for its Conversational Automation Platform that Uses AI to Modernize and Democratize Customer Experiences Palo Alto, Calif. As a result, Uniphore now supports over 175,000 customer service agents who can handle more than 120 million engagements every month.

Technology 246

Technology Telecommunications Company Innovation 246

Vonage

MAY 18, 2017

The gate agent accomplished this minor service miracle through empathy. Empathy Defined. Empathy is a core skill in customer service. Customers often experience negative emotions. Empathy is the magic that can take angry customers out of the red. Three Steps to Empathy.

Airlines 136

Airlines How To Customers Policies 136

BirdEye

AUGUST 29, 2023

Happy customers build successful businesses. You can grow, scale, and develop your business if you understand your customers’ feelings about you. Great products, the best marketing campaigns, and the costliest ads are all playing second fiddle to the power of customer satisfaction. Why is customer satisfaction important?

Customer Satisfaction 98

Customer Satisfaction Chatbots Social Media Omni-Channel 98

Kustomer

JUNE 27, 2022

In a post-pandemic world, consumers have undergone an inadvertent shift in mindset and expectations surrounding customer experience (CX). Today’s consumer, as a result, finds great benefit in a hybrid customer experience that combines the spark of human communication and the convenience of sophisticated digital assistance.

Consumers 104

Consumers Customer Experience Social Media Chatbots 104